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.

  29 Edgewater Ln Marion, MA 02738

• 

  Crocs, Inc.

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

• 

  Crocs

  125 Premium Outlet Drive Suite 125 Monroe, OH 45050

• 

  Crocs, Inc.

  13601 Via Varra Broomfield, CO 80020-9791

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:09/24/2024

  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.

  On September 19, I placed an order for two pairs of shoes and a decoration on the official website of crocs, participated in two pairs of 50 activities, successfully placed the order and received an email confirming the order information. But when I checked the delivery progress on September 24, I was surprised to find that two pairs of shoes in my order had been cancelled without any notice. When I asked the customer service, I didn't get any solution, and I was informed that the order was canceled because they found that the stock was out within 1-2 days after I placed the order.First of all, I had already paid the price of the item while it was in stock, and my order was cancelled directly without any notice and asking. In my opinion, consumers' right to know has not been properly protected.Second, the problem of cancellations is not unique. I have reasonable doubt that crocs is running fake promotions? How can consumers like me protect their rights and interests?Now I need them to restore my order, or get me and other customers who placed orders but were canceled for no reason to do so again at the same discount once the inventory is restored.

  Business Response

  Date: 09/25/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We sincerely apologize for the inconvenience caused. Unfortunately, during large sales events, items can sell out quickly, and there can be a delay in updating the site inventory due to the high volume of orders. Please rest assured that our promotions are genuine, but they are while supplies last. To make up for the inconvenience, wed like to offer you a special 50% off coupon code along with free shipping on your next order. Simply use the code: CS50-Q6SW724LSW4F

  Thank you, 

  Crocs 
  
  .

• Initial Complaint

  Date:09/23/2024

  Type:Customer Service 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.

  Crocs continuously advertises coupon codes though various ways including their website, app, and also through email and text. However these coupon codes do not work very frequently. **************** will typically provide you with a new code that also does not work 99% of the time. Sometimes codes quit working once you enter your email, especially if you have successfully used a coupon code in the past, almost as if the company has you blacklisted if you've used a code from them in the past. Currently crocs has a code advertised on their app for 40% off jibbitz if you play the flappy crocs game. This code says it is invalid when you enter it both on the app and website. I had another person try to see if they had the same issue, and they did. It's horrible that crocs is basically refusing to honor coupon codes by letting their site just not accept them. I have done some research on social media and other people are also experiencing the same problems. I have tried customer service so many times, and nothing changes.

  Business Response

  Date: 09/24/2024

  Hello ********, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Coupon codes often come with exclusions, such as being valid only for certain items or styles. If a code isn't working, it might not apply to the items in your cart, or it may have been entered incorrectly. You can usually find more details or exclusions once you apply the code in your cart. Most codes also can't be combined with other offers.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 09/24/2024

   
  Complaint: 22327668
  
  I am rejecting this response because:

  When the codes don't work for a single item on your website or app, it's the code, not that there are excluded items in the cart. It's frustrating when I keep getting told it's something I'm doing, when it's clearly something wrong on your end. I'm not the only one this has happened too either. This had been an issue a while ago, probably earlier this year as well, but then coupon codes were working just fine for a while. Suddenly this weekend, I notice the same thing seems to be happening again.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:09/23/2024

  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.

  September 9, 2024, I placed an order for a kids classic clog and order should have been shipped within 1-2 business day, order never shipped was lost in transit. I called today at 12pm and was offered the option for a refund or a reshipment. I advised a refund as I did not want to wait another 7-+0 business days for an item I could get locally. I then received and email that my reshipment was placed but they could not provide tracking and to expect in 10 days. I then called at 8pm and asked for a supervisor which was denied several times auntie after 27 minutes and they then said they would have to pull the call before offering a refund.

  Business Response

  Date: 09/24/2024

  Hello Myleeka, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the experience you had. We've reviewed your case and issued a full refund for the order in question. If you have any further concerns, please don't hesitate to reach out.

  Thank you,

  Crocs 

  Customer Answer

  Date: 09/24/2024

   
  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:09/19/2024

  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.

  I placed an order on July 16th and it ended up getting lost in transit. We needed the order for a birthday party so we just reordered it and it came in a timely manner. When I called about the order and was told it was lost in transit, they said they would issue a refund for the first order since we never got it. I called back about 10 days later and was told again the refund had been processed but it could take ***** business days. I again waited for the time frame and chatted with someone online and was told the same time frame again. It has now been two months since I was first told to expect a refund and I still have not received it.I also emailed the company on September 6th and she had my first order mixed up with the second order and said I had recevied it. I have emailed them twice since then and have not got a response. The order was placed under the email ************************** and the shipping address is **************************************************.

  Business Response

  Date: 09/19/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience caused. We went ahead and issued a full refund for the first order that was lost. Please find the refund letter attached. 

  Thank you, 

  Crocs 

  Customer Answer

  Date: 09/19/2024

   
  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:09/18/2024

  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.

  I ordered two pair of Crocs from ************************. They ended up being defective and I wanted a replacement for both pairs. This fell within their 90 day return policy. I opened a ticket about it and they send me ONE pair as a replacement, but not both of them, so I had to go back to their chat and its been impossible to get anything done since then. I have been disconnected from chat multiple times. I have screenshots during my conversation with them, that they ended the chat halfway through my conversation while nothing was ever settled. They failed to read what I was writing and they lied to me multiple times saying my order was for one pair of Crocs when I have screenshots proving it was two pair. They have no respect for their customers. I have purchased from them in the past but they obviously don't care about keeping their customers happy. The customer service representative named "Cherry" ended our chat without resolving anything. I was mid sentence when she stopped the chat and told me to "have a nice day." That was my third time today trying to contact someone that could actually help me. The other times they just left me waiting on the chat until I gave up (10+ minutes). So I felt I had no choice but to reach out to BBB again - my husbands already filled a complaint with no response.50673572CUS order #******** case #

  Business Response

  Date: 09/19/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Upon reviewing your case, we see that a replacement was processed for one of the pairs under order #******** (style 209642-90H-M8W10). Unfortunately, the second pair is currently out of stock, so we have issued a full refund for that item. Please find the refund confirmation letter attached for your records. 

  Thank you, 

  Crocs 

   

• Initial Complaint

  Date:09/13/2024

  Type:Customer Service 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 3 pairs of Crocs on 7/3/24, I received tracking info on 7/5/24. I never received my items and the tracking still says that a tracking number was created for *****. I have called them several times since July, most recently in September and they keep saying they will send me an email confirming a refund and they never do. They will not refund my money. I paid them through a 4 pays system called Sezzle and Sezzle also refuses to get involved, because they have a business agreement with them. I am out of more than $100, (late fees included) and neither company cares. Crocs has the absolute worst customer service, no offices in the **, and stole my money.

  Business Response

  Date: 09/16/2024

  Dear Morgen -

  Thank you for your feedback. We have already forwarded it to the appropriate department for review and further investigation. In the meantime, we have processed a full refund for your order 50906282CUS in the amount of $73.47. The funds will be credited back to your account within 24 business days. We`ve attached refund letter providing you with the details of the transaction.

  Thank you,

  Crocs

  Customer Answer

  Date: 09/16/2024

   
  Complaint: 22284771
  
  I am rejecting this response because:

  The total I paid out is $106.38 because this business refused to cancel/refund my money when I asked. It has been almost 3 months, and this affected my account with Sezzle, and I was penalized for late payments. I want my full payment back. I have provided proof of my payments.
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 09/26/2024

  Hello Morgen. .

  Thank you for reaching out! We've double-checked our system and can confirm we've issued full refund for the amount we charged. Unfortunately, we cannot take responsibility for any late penalties from Sezzle. Thank you for your understanding. 

  Thank you,

  Crocs 

• Initial Complaint

  Date:09/13/2024

  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 ordered two pair of Crocs from ************************. They ended up being defective and I wanted a replacement for both pair. This fell within their 90 day return policy. I have tried multiple times to solve my complaint with their customer service department. I have been disconnected from chat multiple times. I have screenshots during my conversation with them, that they ended the chat halfway through my conversation while nothing was ever settled. They failed to read what I was writing and they lied to me multiple times saying my order was for one pair of Crocs when I have screenshots proving it was two pair. They have no respect for their customers. I have purchased from them in the past but they obviously don't care about keeping their customers happy. The customer service representative named "Cherry" ended our chat without resolving anything. I was mid sentence when she stopped the chat and told me to "have a nice day." That was my third time today trying to contact someone that could actually help me. So I felt I had no choice but to reach out to BBB.

  Business Response

  Date: 09/24/2024

  Hello Chance, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the experience you had. We've reviewed your case and issued a full refund for the order in question. If you have any further concerns, please don't hesitate to reach out.

  Thank you,

   Crocs 

• Initial Complaint

  Date:09/12/2024

  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.

  On august 30 I was supposed to receive my order I was on porch waiting the *** said delivered but that wasnt true so I contacted crocs and they told me I could expect my refund in 72 hours well they keep lying to me and I even talked to a supervisor she said same thing but now they not trying to give me my refund I dont want no reshipment after this I dont want anything of croc

  Business Response

  Date: 09/12/2024

  Dear ********-

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

• Initial Complaint

  Date:08/29/2024

  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.

  Crocs advertises "Hassle free returns" for online purchases, but in fact expects customers to pay for shipping to return items. That is intentionally deceptive as the industry standard for online clothing shops is free returns.I purchased a new pair of shoes from them knowing they might not fit well, but expecting to have free returns.They should not be claiming "hassle free returns" as it is clearly a hassle for the customer to pay when they wouldn't expect to. The only other option is to return them to a Crocs retail store, which is also inconvenient for the customer (there aren't many locations near me)

  Business Response

  Date: 08/30/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Currently, Crocs' Canada return policy does require customers to cover return shipping costs for online purchases. This policy is stated on our website. We do understand that this may not be ideal, and we apologize for any inconvenience it may cause.

  Thank you,

  Crocs 

  Customer Answer

  Date: 08/30/2024

   
  Complaint: 22214928
  
  I am rejecting this response because:

  
  My complaint is not about your policy, it is about the intentional use of the term "hassle free returns" which directly implies that returns are free (by using the word "free"). That is an intentional deception by your marketing staff to close more online sales.

  I would consider the matter resolved if you covered the cost of returning my shoes and changed the wording on your website to something like "no-hassle returns".

  Using the word free is deliberately misleading advertising, even if you explain in the fine print that the customer will pay or have to find an outlet. 

  Crocs doesn't even have an outlet in the city I live in, so it is certainly "a hassle" from anyone's perspective.

   

  Sincerely,
  Crocless Man Toronto

• Initial Complaint

  Date:08/28/2024

  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 have been trying to return items from 3 online orders to ************************ and be refunded for items I was charged for but never received. The online method did not work, so I was directed to call customer service. On three different occassions I spoke with customer service agents, went through each order for returns and refunds, and was told I would be receiving 3 labels for returns. Labels were never sent. Nor were they in my spam folder. Today when I again called for assistance getting labels for returns I was told that the time frame for return had expired. My attempts at explaining that I had been trying to make these returns for THREE WEEKS, well within the time frame for returns, were unproductive. I have not received any refunds for the items I was charged for that were never sent to me.

  Business Response

  Date: 08/29/2024

  Hello *****,

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. To assist you as efficiently as possible, could you please clarify which items from which specific orders you'd like to return, and which items you were charged for but never received? Additionally, please note that returns can be processed directly on our website using your order number and the email address associated with the order: ************************************************************************

  Thank you, 
  Crocs 

  Customer Answer

  Date: 08/29/2024

   
  Complaint: 22210292
  
  I am rejecting this response because:

  Your instruction is to provide the order numbers and the specific items (for now the SIXTH time).  If that would work I would say thank you and be done.  However, I'm told each time that this will solve it (yesterday, 8/28/24, being the latest) and then no return labels are sent.  I'm flat told that some items are beyond the return date and there is no option to return.  I have been trying for over THREE WEEKS to return items from these three orders.  You instruct me to return online.  I have tried this REPEATEDLY and it always states that it cannot be processed at this time and to contact customer service, which I do.  Nothing productive occurs except that I am on the line for another 30 minutes explaining the issue that your system apparently does not save.

  HERE IS THE INFORMATION YOU REQUESTED:

  Order #********CUS.  1) Returning Bistro Pro Literide Slip Resistant Work Clog, black, size M5/W7. 2) The quantity 2 of the Multi Blue Flower was NEVER received--request these be sent to me or the cost refunded to my credit card.
  

  Order 51052276CUS.  1) Returning Bistro Pro Literide Slip Resistant Work Clog, black size M6/W8.  2) Returning ***** Burnished Clog, dark cherry M6/W8.

  Order 51186479CUS.  1) Returning Classic Clog, dark iris, M6/W8.  2) Returning Getaway Strappy, dark iris, W8.  3) Returning Pickle Charm.  4) Returning Letter R Charm, Quantity 2. 5) Returning Letter T Charm, Quantity 2.  6) Returning D Charm, Quantity 1.  7) I was only sent one D charm but was charged for 2--request the cost be refunded to my credit card.

  Please be honorable and provide me with requested refunds and return labels so I can be credited the cost of the returned items.  Acceptable refund = $245.61.
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 09/11/2024

  Dear ***** -

  Thank you for the information provided. A representative from our **************** team will be in touch with you shortly.
  
  Thank you,
  Crocs

  Customer Answer

  Date: 09/12/2024

   
  Complaint: 22210292
  
  I am rejecting this response because: Based on previous repeated contact with the customer service department, I do not have faith that anyone will reach out to me. This appears to be another delay tactic as they have used with me before.  I would like this complaint to remain open until they actually contact me. 
  
  Sincerely,
  
  ***** *****

  Customer Answer

  Date: 09/23/2024

  Thank you, BBB.  I am convinced without your help I never would have been contacted by ************************** and never would have received any refund.  I stated that to fully resolve the issue I'd need $245.61 credited to my account.  ************************** did contact me and offered $192.21.  Although not ideal, I consider this "resolved enough." Thank you for all you do.  I felt very alone trying to get someone from that company to speak to me and resolve the issue.  Your actions created a response.