Complaints

This profile includes complaints for Crocs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crocs, Inc.

  500 Eldorado Blvd # 5 Broomfield, CO 80021

• 

  Crocs, Inc.

  13601 Via Varra Broomfield, CO 80020-9791

• 

  Crocs, Inc.

  29 Edgewater Ln Marion, MA 02738

• 

  Crocs, Inc.

  1000 Pat Nash Dr Unit 6.36 Branson, MO 65616-3597

• 

  Crocs, Inc.

  2200 Tanger Blvd Ste 730 Washington, PA 15301-7921

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:07/07/2025

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ******* **** files this complaint against Crocs, Inc. for unresolved issues with Orders #********CUS and #********CUS, and for repetitive, unresponsive customer service.Chronology June 22, 2025: Complainant emailed Crocs reporting:Order #********CUS: Green Crocs defective, requested refund/replacement.Order #********CUS: Non-delivered, tracking shows "awaiting carrier pickup." Requested refund.Provided all details (name, address, order numbers).Crocs Response: Automated replies (Cases #********, #********) promised resolution within 48 hours but offered none.June 28 & July 4, 2025: Crocs repeatedly requested same information (name, address, order details) already provided. Complainant reiterated details, expressing frustration on June 29: Why are you sending me in circles?Non-Delivery Dispute: Crocs claimed Order #********CUS was delivered May 23, 2025, but tracking confirms no delivery. Complainant verified with neighbors; no package received.Ongoing Failure: Despite multiple emails (June 26, 29), Crocs failed to resolve issues, sending generic responses ignoring prior ***************** Basis Crocs conduct violates fair business practices:Warranty Breach: Crocs policy allows replacement/refunded defects within 90 days. Complainant met requirements, yet no action taken.Non-Delivery: Crocs failed to deliver Order #********CUS, refusing refund despite no delivery proof.Unfair Practices: Repetitive requests for provided information caused delays and harm.Relief Sought Full refund for Order #********CUS (non-delivered).Full refund for Order #********CUS (defective).Conclusion Complainant provided all requested information, yet Crocs inaction and repetitive responses warrant BBB intervention.

  Business Response

  Date: 07/08/2025

  Dear *******-

  Thank you for reaching out. Youve contacted us regarding reshipments and refunds for two separate orders, each with different issues. Please note that Crocs is not responsible for packages that are lost or stolen after delivery. However, as a one-time exception, weve gone ahead and processed full refunds for both of your orders. Please allow 14 business days for the funds to appear in your account. No reshipments will be processed for these orders. 
  Thank you for your understanding.

  Thank you,

  Crocs

  Customer Answer

  Date: 07/08/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ****

• Initial Complaint

  Date:06/29/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 pairs of sandals that were delivered on approximately May *******, and returned 2 that didnt fit on May 20th through **** They arrived at the Crocs returns warehouse in *******, ** on May 21 at 11:11 am per *** tracking. The company states reimbursement occurs approximately 7-10 business days after receiving the returned items.I have not received the $42. that is owed back to my account. I have live chatted with them 3 times, and have been told to wait an additional 7-10 business days each time. Once I was told, the refund has been filed. Yesterday I was told the previous customer service representative didnt file the refund. It has been 26 business days and no refund. During a live chat with a representative yesterday, I said I was planning on filing a dispute with my credit card company, and the response was basically, go ahead

  Business Response

  Date: 06/30/2025

  Dear *****-

  Thank you for reaching out to us. We apologize for the inconvenience caused. Your refund has been successfully processed, and the funds should reflect in your account within 14 business days, depending on your bank. Thank you for your patience and understanding.

  Thank you,

  Crocs

• Initial Complaint

  Date:06/26/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of the ****************** Crocs for my 3 year daughter and within TWO weeks of use, the front of the croc seams split apart and now we cannot use these at all. I have reached out to ****'s customer service and they said they cannot help with a replacement event though this is clearly a Manufacturing Defect. My daughter is absolutely devastated.

  Business Response

  Date: 06/26/2025

  Dear Kelsey-

  Thank you for reaching out. The item was purchased through Amazon, and as per our Customer Service team's guidance, you would typically need to contact Amazon directly for further assistance. However, as a gesture of goodwill and a one-time exception, a member of our team will be in touch shortly to assist you further.

  Thankyou

  Crocs

• Initial Complaint

  Date:06/25/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER NUMBER:71388827CUS. I received wrong pair. Contacted Crocs 5/30/25 *** said would send correct shoes. Contacted crocs again 6/10/25 wondering why I still haven 't received shoes, *** said they were still within there time frame. I advised shoes were suppose to be a gift & at this point no longer wanted them & to refund me. *** couldn't process that. I asked to speak to supervisor, *** said no supervisors available. It is now 6/25 still no ********************************************* still has my money. I had to open a credit card dispute. I am so disappointed in Crocs. After purchasing from them for over 20years, I have decided I will not be purchasing from them again as I do not like to be taken advantage of.

  Business Response

  Date: 06/26/2025

  Dear Suzanna-

  Thank you for reaching out. We sincerely apologize for any inconvenience caused. Unfortunately, the reshipment order was lost in transit by the carrier. At this point, we are unable to process a refund or provide further assistance, as a chargeback has been opened for your transaction. We kindly recommend that you refer to your bank for any further support regarding this matter.

  Thank you,

  Crocs

  Customer Answer

  Date: 06/26/2025

   
  
  Complaint: 23518959
  
  
  
  I am rejecting this response because: how embarrassing of a company refusing 2help a customer of 20+years. You guys acknowledge my shoes r lost, but still refuse 2help. Absolutely disgusting. 1day, even if I'm old & gray, karma will kick in when all of a sudden stores start closing down. Good customer service is key 2keeping a successful running company. I shall spread the word how Crocs refused 2help me not once but 2x on the same order.
  
  
  
  Sincerely,
  
  
  
  Suzanna Waldemar

• Initial Complaint

  Date:06/24/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order for an order on 6/17/2025 for two pair of crocs priced at $93.69. I checked the website and it stated that my estimated arrival date was 6/23/2025. I have screenshots of the delivery. The package arrived 24 hours earlier and as a result I never received my package. I have reached out to the carrier and they claim they are not liable for the package but I was told that it would not be arriving until 6/23/2025. I am so disappointed that the customer service will not contact the carrier or notify them of the issue I have with the delivery. I am so upset that I lost $100 on a product that I never received I have reach out to the crocs team and the carrier and I havent received a response regarding my order!!! This was the worst purchase I ever made to never received a product that was delivered on a day and time that wasnt scheduled. I want my money back for this shipment or a new order shipped with corrected ship times. The estimated shipping date and the delivery date was t in alignment. I think the shipping company did this on purpose, they dont even have a customer service number to contact regarding only AI bots to contact for issue with shipping. I only received one notification that the package was prepared to ship no notification besides the screenshot. This is not fair, I never received the package, someone took it and the crocs team refuses to contact the carrier regarding the order to formal complain! Do not order from here chat service will not assist you. I want my refund or replacement. ***** advertisement with this company, they deliver your packages outside on the wrong day to hurt their customers.

  Business Response

  Date: 06/24/2025

  Dear Meagan-

  Thank you for reaching out. Please note that according to our policy, Crocs is not responsible for packages that are lost or stolen. However, as a gesture of goodwill, we have processed your refund. The funds should appear in your bank account within 2–5 business days.

  Thank you,

  Crocs

• Initial Complaint

  Date:06/22/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My order was marked as delivered on 6/19/25 but it is now 6/22/25 and I still havent received anything. I tried reaching out via chat and spoke to **** ****** D and was told that Crocs wasnt responsible for missing orders which is unfair and unjust to me. I tried searching everywhere for my order and have not been able to locate it at all. The agent suggested I File a claim with the courier and when I tried to do so, it said that filing a claim was restricted by the sender (Crocs). This is all very deceptive to me because I cant even file a claim with the courier to get my money back for the missing order.

  Business Response

  Date: 06/23/2025

  Dear *******-

  Thank you for reaching out. Please note that according to our policy, Crocs is not responsible for packages that are lost or stolen. However, as a gesture of goodwill, we have processed your refund. The funds should appear in your bank account within 25 business days.

  Thank you,

  Crocs

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* *****

• Initial Complaint

  Date:06/18/2025

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Just filing this as Im really hoping to get some help.A week ago (6/11/25), I had gotten a notification that my package I ordered was delivered. I wasnt able to find it and I did everything I shouldve before jumping to conclusions; I asked my neighbors if they had possession of it, I asked our security, etc. No one claimed to have seen it, and we have a Ring camera attached to our door and nothing was left at the time it said it was. We have a recent issue with drivers leaving packages out, tossing them, etc. in our building.A day or two after this, I reached out to Crocs support for help and the agent I was talking to was incredibly unhelpful. I was quite literally begging for some assistance and their attitude was basically Oh, well. They even ignored me asking for a supervisor. It wasnt until I mentioned filing this complaint that they finally budged (and went back on everything they just said) and mentioned they would ship a replacement. I told them I wanted a refund to just go repurchase in person, because I really I didnt want to deal with this again with how much of headache it was becoming. They told me my refund case was created and it would take 7-14 business days for a refund, but I havent gotten any sort of email from Crocs confirming anything. Nothing from their team about this at all.This is my first online order with Crocs and its been incredibly disappointing and frustrating. This was supposed to be a gift for someone and its been so upsetting having to deal with this. Im just kindly asking for a refund again before being pushed to contact my bank to open a dispute.

  Business Response

  Date: 06/18/2025

  Hello Maya, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Were sorry to hear about your experience. According to *** tracking #1Z6F857YYN42731498, the package was delivered successfully. As per Crocs policy, if tracking shows "Delivered" and the package cannot be located, we regret to inform you that Crocs is not responsible for lost or stolen shipments. We apologize for the inconvenience.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/18/2025

   
  Complaint: 23485279
  
  I am rejecting this response because:

  I already had this back and forth with the agent I spoke to (which included screenshots of), and they confirmed they opened a refund caseunless youre saying they were lying? Which isnt a great look.

  I also had a family member with who had a similar issue last year back in December, and they were able to get a refund with zero issues from support. So Im not sure if this is a new policy or Im being lied to if others are having different experiences.

  Again, Im asking for a refundI dont have what I ordered, and theres absolutely no way Im allowing $70+ to be stolen from me with no product, especially after I was told I would be getting a refund. Tracking status is not proof that it was deliveredunless theres a picture or signature included.

  If not, then Ill have to contact my bank to open a dispute with all of this documented, and they will absolutely rule in my favor.

  Sincerely,
  
  **** *******

  Business Response

  Date: 06/23/2025

  Dear Maya-

  Thank you for reaching out. Please note that all refunds are subject to approval, and you were previously notified via email that this refund request was initially declined. However, as a gesture of goodwill, we have processed your refund. The funds should appear in your bank account within 25 business days. Going forward, please note that according to our policy, Crocs is not responsible for packages that are lost or stolen.

  Thank you,

  Crocs

  Customer Answer

  Date: 06/23/2025

   
  Better Business Bureau:
  
  While I never received any email that my refund was denied (quite the opposite as the agent I spoke to through chat confirmed they processed it, and I included a screenshot of that multiple times), I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  

  
  Sincerely,
  
  **** *******

• Initial Complaint

  Date:06/17/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pairs of crocs from ************************ on May 22, 2025. I paid $94.98 for the shoes and $24.99 for Express Next Day shipping and sales tax of $9.58 for a total of $129.55. On May 24, 2025 I received an email stating that my order had shipped. It is now June 17, 2025 and I have still not received my order. I check the shipment tracker on their webpage and it says that the ticket to ship was created but the order was never turned over to **** Ive called them, Ive live chatted with them and they have been no help at all. My first contact with them I got refunded my shipping cost because that was supposed to be overnight shipping but they have refused to refund me the entire amount of my order claiming that since I have not received the products (which are still in their possession, mind you) that I cant claim a refund/return. Crocs is robbing me of $100.

  Business Response

  Date: 06/18/2025

  Hello ******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience. A refund for the remaining order amount has been issuedplease allow a few days for it to reflect on your end. Thank you for your patience.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/19/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. Im still upset that it took reporting the issue on here to get any action. I do still love their products but from now on I will be sticking to physical stores for purchasing crocs. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:06/15/2025

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered from Crocs on 05/25/2025. My order shipped on 05/28/2025 via *****. Today is 06/14/2025 and I still haven't received my order. My order hasn't moved per the ***** website since 06/10/2025. They had said it would deliver today earlier this week, but now there is no date. I have contracted crocs multiple times and they stated there is nothing they can do since I shipped to a PO Box. They want me to wait until Friday to contact them (that would've been almost a month my order would've been on the ***** truck). That is ridiculous. They can clearly see my order is lost. Order number ********CUS. ***** tracking number ************. I purchased the shoes elsewhere so I don't want a replacement.

  Business Response

  Date: 06/16/2025

  Hello *******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're very sorry for the trouble you've experienced. We've issued a refund for your entire order. Please allow a few business days for it to appear on your bank statement.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/16/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******* ***

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order through Rakuten, which took me to ************************** to place an order. I received the order but the product did not fit and needed to be exchanged evenly at the store. I old the representative weighting on me to do an even exchange on the item so I do not lose my Rakuten rewards for the purchase. The employee told me that it should not affect my rewards. However, I reviewed my Rakuten account and I lost $17.50 in rewards because the employee did in fact mark the item as a return when I asked her to treat it as an even exchange. I attaching the order information from crocs, ******* before and after the transaction to show you the employee mistake.

  Business Response

  Date: 06/13/2025

  Hello *****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the confusion regarding your Rakuten rewards.
  To clarify, an exchange requires a return to be processed first. Weve refunded the $17.50 back to your original payment method to cover the lost rewards. This should be reflected in your account within 1-5 business days. 

  Thank you,

  Crocs