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

  125 Premium Outlet Drive Suite 125 Monroe, OH 45050

• 

  Crocs Inc

  1025 Outlet Center Dr STE 30 Smithfield, NC 27577-6033

• 

  Crocs, Inc.

  300 Tanger Blvd Ste 101A Branson, MO 65616-2461

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:11/04/2024

  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.

  05/24/2024: I placed an order on Crocs.05/29/2024: Is the date that my crocs were ********** order did not show up but was labeled as delivered. I contacted crocs and there was a little back and forth and they said the would issue me a replacement but that didnt happen. I was later contacted that the item was sold out and they couldnt fulfill the order so I asked for a refund. I was told my refund was issued but the order numbers werent the same or in the same country and the amount was not the correct either. I informed them that they did not refund my order but someone elses order in ****** and they wanted to argue about it. I showed my them order number and they still insisted that the Canadian order was mine and its not I live in *****************. I still have not received a refund for my order and its been months. Order number: ********CUS Price: $132.44

  Business Response

  Date: 11/05/2024

  Hello Catera, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As an exception, weve now processed a refund for your order number ********CUS for the amount of $132.44. You should see the refund reflected on your original payment method within the next 1-5 days. 

  Thank you,

  Crocs 

  Customer Answer

  Date: 11/05/2024

   
  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,
  
  Catera ******-*****

• Initial Complaint

  Date:10/18/2024

  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.

  On 2/21/2024, I placed an order (order # ********CUS) for two Crocs: The Buzz Lightyear and ***** Crocs. I left the country for work and when I returned to the States mid-September, the same Crocs that I had purchased were half off. I called to try and get a price adjustment considering the shoes I had ordered were brand new. The agent and manager were not able to do that but they did however authorize a return label for that order and advised me to return that order and place a new one for the items off. I did.I placed an order on 9/26/2024 (order #********CUS) for the two replacement pairs at half off. Before I returned the other ones, I wanted to make sure I received the new pair. I never received the new pair. In fact, I never even got an email they were shipped. Somehow, it ended up back at your factory returned. I have no idea how. I only found out it had been returned once I received a refund notification from afterpay.I called up Crocs again and spoke to an agent who was supposed to transfer me to a supervisor. I had called when I left work. The second the clock hit 4pm (CST) the call dropped. I tried calling back and got an after-hours message. The agent hung up on me without notice because it was after 5PM EST (I later googled it and saw that was the end of your business day). Yesterday I had to go through the chat function again to get an email address. A manager was not available through chat and I cannot call during the workday due to my job. I also cant call because by the time I leave, your support office is closed. I tried calling today and after 20+ minutes of providing info and being on hold, again no manager available.The items that were returned without my permission (order #********CUS on 9/26) are now out of stock in my size (mens 8). I cant replace them. I still have my original shipment that I paid full price for. I am asking for a full refund for my original order (order # ********CUS) and the ability to keep the crocs.

  Business Response

  Date: 10/22/2024

  Hi ****** -

  Thank you for your feedback. As per our policy and FAQ, we do not offer price matching on already purchased items, especially considering that you contacted us several months after your purchase. As a one-time exception, our supervisors allowed you to return the items, despite the fact that we only accept returns within 45 days of delivery. Please note that this was a significant exception. Regarding your new order, it was shipped via ****** tracking number ************. According to their records, you refused delivery on October 1st, so the package was returned to our warehouse, and we have processed a full refund for you. At this time, we are unable to process a refund for your original order unless you return the items.

  Thank you,

  Crocs

• Initial Complaint

  Date:10/17/2024

  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 called to cancel a pre-order and was told that ANY order on the ************************ website had to be cancelled within 30 minutes or less. I was cancelling within a few hours of ordering. This is wholly unacceptable especially when this information is not clearly available at checkout and is NOT the industry norm for online purchases.I spoke to a CS *** and was told that they might be able to cancel it and to check back in 24 hours. Ref #: ********. I told them that if the matter was not resolved in my favor that I would take additional actions.

  Business Response

  Date: 10/18/2024

  Dear *********-

  Thank you for your feedback. Please be assured that it has been escalated to the appropriate department for review. As outlined in our FAQ and Policy, which you agreed to when placing the order, Crocs is unable to modify or cancel orders 30 minutes after they are placed. The agent assisting you made every effort to help and even contacted our distribution center to attempt a cancellation. Unfortunately, the order had already been processed, and cancellation was no longer possible. If you no longer need the order, you are welcome to process a return free of charge using the prepaid label that Crocs will provide once you receive your shipment.

  Thank you,

  Crocs

• Initial Complaint

  Date:10/04/2024

  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 purchased a pair of Crocs on 7/31 with order number ********CUS in the amount of *****, which were defective on arrival (identical to what we already owned and very small). After contacting Crocs, I was told they'd send a replacement (I sent photos of old classic Crocs which we have 5 pairs and new). I was fine with that. The first reshipment went to an incorrect address on the ********** (I live in WA state). Contacted ** after a month as I didn't receive anything, was told they'll send another replacement. Well, I received Crocs with heels (I believe they're called stomp clogs) instead of classics. I contacted the ** again and was disconnected on chat, being told tough luck, we already sent you stuff. Contacted ** by e-mail, never received a response. Decided to return the clogs. Return was received, and I was refunded for another order, ********CUS in the amount of *****. Contacted chat again, was told that you DO NOT REFUND TAX (which is illegal) and tough luck. I'm filing a complaint with the appropriate authorities (I have the chat saved) on your company representative claiming to not refund tax (she said I'd needed a tax exemption to get tax refunded... in case you don't know, a tax exemption is to not pay tax in the first place). I'd like your customer service team fired as there's no way one can get more incompetent (I've had the displeasure of interacting with 4 of them and not one of them knows what to do, how to input address, a product code, how tax works) and my 4.07 back. Thanks for all the fish.

  Business Response

  Date: 10/08/2024

  Hello ***, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We want to inform you that we have refunded order ********CUS for the full amount of $28.53, including tax on Oct 1st. Additionally, as an apology for the inconvenience you experienced, we have just processed a refund for order ********CUS for $32.60.

  Thank you,

  Crocs 

  Customer Answer

  Date: 10/10/2024

   
  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,
  
  *** Kovarikova

• Initial Complaint

  Date:09/30/2024

  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.

  I recently purchased two pairs of Crocs, through ********, for two of my children. When I received the crocs, the black glitter pair, were too small for my daughter. We do not live near a Crocs store nor a kiosk, so I have to return them. I have asked multiple times if after they receive my return order, if I could order the correct size for the same price and the *** informed me they could not do so. I feel like Crocs is penalizing me for ordering the wrong size shoe for my daughter and also penalizing me because I do not have a crocs store or kiosk near me to exchange. They are now saying that I will have to pay full price (*****).

  Business Response

  Date: 10/01/2024

  Dear ***** -

  Thank you for your feedback. A representative from our **************** team will be in touch with you shortly.

  Thank you,

  Crocs

  Customer Answer

  Date: 10/01/2024

   
  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:09/29/2024

  Type:Order 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 three items on ************************** and returned two items within the return period. The total of my return amount should be $28.81 before tax and $31.19 after tax. However, they only refunded $25.79 without a clear explanation of the breakdown. I contacted customer service on September 25 and they said they would send me a refund letter within 48 hours. As of now, I have not received any letter.

  Business Response

  Date: 09/30/2024

  Dear *******-
  
  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. The initial refund processed was just for the Classic Lined Geometric Clog and we have processed for the Jibbitz today. The amount of $5.40 will be visible in your bank account within 2-4 business days. Please find attached a screenshot providing you details of the transactions.
  
  Thank you.
  
  Crocs

• Initial Complaint

  Date:09/27/2024

  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 purchased a two clogs for their promotion of 2 for $60 with free shipping. When the shipment arrived, I only received one. I noticed that my other pair was marked as "cancelled". I then went on the site and spoke to the *** showing them that the clog was in stock. The explanation was that "We ran out of stock when we were to ship it to you but now it's back in stock." They said that the refund process for my order would take 2-3 business days. They said that as a "goodwill gesture" they would offer me a 50% discount for the same exact clog. Even with the discount, I would have ended up having to pay $25 more for the item in addition to the shipping fee that they are now charging me. It is simply unacceptable that I have to pay more money for the exact shoe that I already paid for because their system can't handle load. I have tried resolving my issue through email, chat and even calls, but I keep getting the same canned response that "We are sorry but the shoe was out of stock during processing but is now back in stock". If that were truly the case, then delaying the shipment by 1 day could have saved me a ton of headaches and money.

  Business Response

  Date: 09/30/2024

  Dear Yuri-

  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. However, as per our records the second item was canceled due to stock out, and please note you were never charged for it. The ** team has provided you with our highest discount code for you to use on your next purchase. Unfortunately, at this point the promotion 2 for 60 is no longer available. 

  Thank you,

  Crocs

  Business Response

  Date: 09/30/2024

  Dear Yuri-

  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. However, as per our records the second item was canceled due to stock out, and please note you were never charged for it. The ** team has provided you with our highest discount code for you to use on your next purchase. Unfortunately, at this point the promotion 2 for 60 is no longer available. 

  Thank you,

  Crocs

• Initial Complaint

  Date:09/27/2024

  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.

  To whom it may concern I have been calling croc about an ongoing problem since I bought a defective pair of crocs on 8-22-2024 I had talk to email them on 8/25/2024 of the defective crocs since 9-5-2024 Ive talked to over 15 people who said I should have gotta a refund which I still yet to receive now after talking to some one at croc there saying my refund was rejected for the wrong information or something! I believe Im being scammed Order number ********CUS refund reference number is:05616193 Case number ********

  Business Response

  Date: 10/08/2024

  Hello Erica, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Upon reviewing your case, I can confirm that, per our system, a full refund for order 52083786CUS was processed on September 27th, 2024. I have attached the refund confirmation letter for your reference.

  Thank you,

  Crocs 

• Initial Complaint

  Date:09/26/2024

  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.

  My order ********CUS placed 9/26/24 did not apply the current "up to 50% off &; take $30 off $100". It only took the 50% off. All three products showed promotions under the color of the product. This banner was going across the top of the website advertising this deal. Upon clicking on the products I ordered each product showed the 50% off and the take $30 off $100. My cart total before taxes was $107.**. I tried contacting online support but they could not help. I would just like to receive the $30 refund that was advertised.

  Business Response

  Date: 09/27/2024

  Hello Evan, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We’ve looked into your order, and it appears that the “Save $30 Off $100” promotion is available only for Crocs Club Members, which is why the discount didn’t apply. Unfortunately, since you are not currently a member, the promotion could not be applied. We don’t offer rain checks. 

  Thank you,

  Crocs 

  Customer Answer

  Date: 09/27/2024

   
  
  Complaint: 22345491
  
  
  
  I am rejecting this response because: I am a crocs member and have been for a long time. You should be able to look up my email and tell that. I attached a screenshot of my account.
  
  
  
  Sincerely,
  
  
  
  Evan Burmester

  Business Response

  Date: 10/08/2024

  Hello Evan, 

  Thank you for your response and for sharing your account information. We’ve double-checked our system, and while we see that you created an account in May of last year, per the screenshot you provided, it can be seen that you are not currently a Crocs Club member, as you are prompted to become one.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 10/08/2024

   
  
  Complaint: 22345491
  
  
  
  I am rejecting this response because: when I talked with customer support right after making the order they never mentioned this. If they would have I could have canceled the order and made the correct purchase. 
  
  
  
  Sincerely,
  
  
  
  Evan Burmester

• Initial Complaint

  Date:09/26/2024

  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 made a purchase which got lost in the mail. *** couldn't find the package. I have reached out to Crocs 8 times. Via text, phone, online chat, and email. They have promised to refund the money, but I never got the refund. Most often though, someone comes online and then they get disconnected spontaneously. Or, what's more, I'll text with them and if I don't respond within 10 seconds, they disconnect and I have to start again. So painful.

  Business Response

  Date: 09/27/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We've gone ahead and processed a refund for the order in question. Please find the refund letter attached. 

  Thank you,

  Crocs