Business Profile

Retail Shoes

Crocs, Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

849 total complaints in the last 3 years.
139 complaints closed in the last 12 months.

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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:08/27/2024
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 understand this is a small sum of money, but I'm concerned about the unfair practice and would like Crocs to issue a refund for my overpayment and fix the issue for other shoppers. I added four items to my cart today. Three of them were small accessories on 60% discount, bringing the price down to $2 each. The last item in the cart was a full priced pair of shoes. The website offered a 15% discount for signing up for emails. I signed up and received my code. At checkout, I applied that code. I understood I would not get 15% off the sale items, only the full priced one, as you can't apply two discounts. But what the site did was remove the 60% discount on the sale items, and applied 15% to all items instead. So three of my items increased in price. I did not expect that using a discount code for providing my email address would increase the price of three items in my cart. I contacted customer support and they said they were unable to refund the overpaid amount.
Business Response
Date: 08/28/2024
Dear ****** -
Thank you for your feedback. We have escalated the issue to the appropriate department for review. According to our FAQ and policy, only one promotion can be applied per order. Once a percentage discount is applied, the system automatically removes any other promotions. Additionally, the percentage discount cannot be used as a second promotion on the same order, even for items not covered by the first promotion. Please note that there is no price difference if the only remaining promotion is for Jibbitz. If you need further assistance, please don't hesitate to contact our customer service team again.
Thank you,
Crocs
Customer Answer
Date: 08/28/2024

Complaint: 22203370

If applying the discount code (that you provided as an incentive to sign up for emails) will void other sale prices for items in the customer's cart, there should be a message in the checkout experience asking whether the customer would like to proceed to apply that code. I suggest adding a message to the customer such as "applying this discount will remove other sale prices for items in your cart." Customers should be able to decide at the point of sale, based on this information, whether to proceed to use the code.
Again, I only applied one discount code. The other items in my cart were on sale. Your description of "applying two promotions" doesn't seem accurate. I applied only one, and understood it would only be used for the full priced item. I believe your practices are inappropriate, and your lack of communication about the impact of applying the code at the point of checkout is unfair to your customers.
Please delete my email and all stored data connected to me.
Sincerely,

***************************
Initial Complaint
Date:08/26/2024
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 placed an order online for 3 pairs of crocs. 2 toddlers and 1 adult pair and only the 2 toddler pairs were received. I inquired about the sizing because they fit big and was advised to go to a store and try another pair. As for the missing pair I was told it would be refunded. As of today I have not received any refund and the merchant has nothing in the system in regards to this.
Business Response
Date: 08/27/2024
Dear Jahnae-
Thank you for your feedback. Rest assured, it has been escalated to the appropriate department for review. We apologize for any inconvenience caused. Weve processed a refund of $69.99 for the missing item in your package, the Echo Clog. You will see the refund in 2-4 business days. Please note that depending on your financial institution, additional time may be needed for the credit to be posted to your account. Your refund case number is 05542818. Regarding the sizes, please feel free to initiate a return. Once received, we will process the refund. Please note that our returns are free of charge.
Thank you,
Crocs
Customer Answer
Date: 08/27/2024

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 a refund was provided.

Sincerely,

*************************
Initial Complaint
Date:08/25/2024
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.
My grandson received a pair of Crocs with a sports graphic on them for his birthday in May. He received them in late May so when I issued a complaint regarding the scratched and faded graphics on August 22 I thought I would be well within any warranty. The contact had to be through text, no email, and I had to wait hours for a response which came through around 10:40 p.m. They requested a copy of the receipt which my daughter, who had purchased the shoes, promptly provided. I immediately provided the receipt, which was dated May 18th. Again, a prolonged wait for a response which, when it came, was a rote explanation of their 90 warranty which we were now five days beyond, partly due to the sluggish responses. I started to respond to them and was cut off by a statement that 'I hadn't been heard from in a few minutes so the chat is closed'. I attempted to contact them again but they do not respond. The graphics on the shoes are not even recognizable. I think they should stand by their product, regardless of the skimpy warranty, or at least provide satisfactory customer service!
Business Response
Date: 08/26/2024
Dear ****-

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

Thank you,
Crocs
Customer Answer
Date: 08/26/2024

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:08/23/2024
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.
Ordered 5 items on Jul 17, order number ********CCA. Received only 1 item but in wrong color on Jul 23. Filled online feedback form on the same day Jul 23. Not getting any respond. Emailed them on Jul 30, still no respond. Live chat on Aug 3, message left. No respond. Submitted support ticket. Got case number ********. Their agent ***** did not read my content, simply sent useless questions asking things I have mentioned already. On top of that, she do not reply my email which was sent to her on same day Aug 9. Send them another support case on Aug 11 with case number ********. No reply Send them online feedback form again on Aug 17. Still no reply. 7 communications over and they still didnt reply. The only one reply is from their useless employee ***** which did not read my content at all and do not answer my email. My reply is attached as photo to show that everything written is legit and appropriate.
Business Response
Date: 08/26/2024
Dear *****-
Thank you for your feedback. Rest assured, it has been escalated to the appropriate department for review. Weve processed a full refund for your order, and you will see a refund of C$228.76 within 2-4 business days. For your reference, the case number is 05530180.
Thank you,
Crocs
Initial Complaint
Date:08/22/2024
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 a pair of shoes off of their HeyDude website, they came in, they were too big, I sent them back on Aug. 8th email says they were received in the warehouse on Aug 12th it says it takes 10 days for them to approve & submit the order, which is absolutely ridiculous to me, if I had known that prior to sending them back for 1size smaller, I would have never sent them, anyways it is now Aug 22nd & I still have not received any shoes any emails nothing but an automated email
Business Response
Date: 08/23/2024
Dear ******-
Thank you for your feedback. Rest assured, it has been escalated to the appropriate department for review. According to our records, your return was delivered on August 13th, and the exchange order has already been processed. Once it ships, you will receive an automatic notification with the tracking details. Please note that, as stated in our FAQ, returns can take up to 14 business days to be processed.
Thank you,
Hydude
Initial Complaint
Date:08/20/2024
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 or about 5-2-2017 my minor child returned a gift item at the Croc store located in *********. She received a gift card with a value of $24.99. The cashier at the time assured us that the card does not expire and that the information on the back of the card does not apply. On 8-18-2024, we tried placing an online order and the gift card was declined as invalid. I spoke with several Croc employees on 8-19-2024 none of which would help with the gift card issue and none of which would provide a corporate phone number where we could speak with a person. Two of the employees advised us to contact the Queens store and speak with a manager so that they could reissue the card for us. On 8-20-2024, we spoke with *****, a manager at the Queens store. He stated that he would not reissue the gift card. He added that Croc takes money out of gift cards on a monthly basis and our card likely has a $0 value as a result. ***** refused to provide the district managers information or the corporate information.
Business Response
Date: 08/21/2024
Hello Nel,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience you're facing. To assist you further, we'll need the details of the gift card, such as the card number and any other relevant information. Please provide this so we can look into the issue and help resolve it.

Thank you,
Crocs
Customer Answer
Date: 08/26/2024

Complaint: 22169926

I am rejecting this response because: Although Crocs provided the BBB with a response stating that my issue has been escalated to a higher department, the company, CROCS has not reached out to me for a resolution. Additionally, they requested the gift card information in its response which i cannot share in this response for security reasons. I will need someone from Crocs with resolution authority to reach out to me to assist. Thanks

Sincerely,

***************
Business Response
Date: 09/06/2024
Dear ***************-
A representative from our **************** team will be in touch with you shortly.
Thank you,
Crocs
Initial Complaint
Date:08/18/2024
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 placed order ********CUS and it never arrived. I contacted the shipper and they eventually confirmed the driver delivered to the wrong address. He attempted to get it back but was unable to do so. They said I needed to contact Crocs for a refund on the order. I did that and was told a refund would be issued. See the attached chat conversation with the confirmation number. The refund was never processed. I just want a refund for this lost order as promised.
Business Response
Date: 08/28/2024
Dear ****-
Thank you for your feedback. Rest assured, the matter has been escalated to the appropriate department for review. Our agents submitted your refund case, but it was unfortunately rejected by our Customer protection team, as you have been already notified. Please note that, according to our FAQ and policy, which you agreed to when placing the order, Crocs is not responsible for any packages that become lost or stolen.
Thank you,
Crocs
Customer Answer
Date: 08/28/2024

Complaint: 22159244

I am rejecting this response because: Crocs decided to use a service to deliver that did not get me my shoes. They weren't lost or stolen the shipper delivered to the wrong address. That should be between Crocs and ****** Crocs as the seller is who has to file the claim with ***** and get their money back. So you're just telling me that you aren't doing your job because you don't want to do that whole process. That is ridiculous. I do not accept this response that somehow Crocs thinks they aren't to blame when they clearly are in the wrong.

Sincerely,

*******************
Initial Complaint
Date:08/16/2024
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.
My complaint concerns the ability for businesses to charge an exuberant amount of money with no basis or rationale for good to northern regions of ****** - in particular capital cities that have direct transportation links to major cities in southern ******. In my example - I live in ********** that has direct flight and road access to *********, ******** and *******. ********** has an international airport and all major shipping carriers operate here. Crocs Canada insist a on charging $90 for shipping and will not offer a rationale for that price, from what I can tell this is arbitrary. This type of business practice demonstrates an unwillingness to offer fair and ethical service. Crocs is not the only company doing this, this is certainly a bigger problem - but the amount of money they would make on the actual cost of shipping is certainly troubling. I would like to see croc Canada explain why the $90 is needed to ship from ******** to **********. But more so, I would like to see businesses held accountable for unethical decisions that unfairly singles out northern ******- who is already paying exceptionally more for the cost of living when compared to southern regions of ******.
Business Response
Date: 08/21/2024
Hello ********,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We understand your concern regarding shipping costs to northern regions. All shipping fees are a result of various factors, including the logistical challenges and costs associated with shipping to remote areas. Your feedback is valuable and will be taken into account as we review our practices.
Thank you,
Crocs
Initial Complaint
Date:08/14/2024
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.
Hello I called August 13th because my 50% off coupon code was not working it was saying expired...they reissued the same one and told me its working. Upon checking out it kept saying this coupon is expired. I wrote them back telling them its still not working. At that time Crocs sent me an extra 25% off for items that were in my cart to use in a specific time range. I never heard from Crocs since i sent the email in a timely matter. Today August 14th I called them at 1230pm I litterarly had to spell my email a dozen times to ***resentative only to hear that the coupon still works on there end and then i had to screen shot and send proof that it was not working. Upon a half hour with *** i just hung up because i could not take the back and forth and fustration of dealing with the coupon not working in that case they should have just apologized and issued me a new coupon to use instead of back and forth. At this point if you can issue me a gift card for future use at the Crocs store Id appreciate it because i already spent more than enough time going back and forth with Crocs for them to send me a coupon that I cannot use!!!! I would like a store credit of $100
Business Response
Date: 08/21/2024
Hello ******,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Per our system, we have reissued a 50% off coupon code (CS50-SFRXX4GGD699) that is currently valid. Please note that exclusions apply, and the coupon must be entered in the cart to apply the discount. This code is for one-time use and cannot be combined with other offers or promotions. Its valid while supplies last.
Thank you,
Crocs
Customer Answer
Date: 08/21/2024

Complaint: 22141412

I am rejecting this response because:

this one is expired..I called customer service and they said to try again when I tried again on regular priced merchandise it says it is still expireed...I've spent hour at least called 2x to resolve and getting no where...

Sincerely,

*******************************
Business Response
Date: 08/23/2024
Dear ******-
The coupon code we provided is fully functional. Please see the attached screenshot for confirmation.
Thank you,
Crocs
Customer Answer
Date: 08/23/2024

Complaint: 22141412

I am rejecting this response because:
Coupon is clearly not working like I told u....you all think I am lying or something...clearly it is working on your end but I tried on my phone, on different browsers and it says the same thing...this is literally taking time put of my day going back and forth
Sincerely,

*******************************
Initial Complaint
Date:08/12/2024
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.
I placed an order with Crocs on 7/19/24 for two items totaling $55.23. On 7/23/24 the items were delivered, however they were left outside of my apartment building in a busy area known for package theft and were stolen. I asked for a resolution, and they refunded one of my items totaling $12.74. I advised that unless I could ship to a different address the package would be stolen. They declined having the item shipped to a different address and sent me a replacement regardless. I asked when this one gets stolen if they will issue me a refund and they said yes. They did not provide me with a tracking number so when the item arrived I had no knowledge and it was stolen again. I contacted crocs again asking for a refund and they advised I reach out to *** to file a claim. I did that, except *** has their system locked per merchant request so only the merchant can file a report. When I contacted crocs again they said they werent responsible for any lost or stolen items and will not refund my money. Im still out $42.49 for items I didnt receive. Instead of working towards a resolution they have refused to assist me multiple times and refused to do customer outreach to make the situation right. I just want a refund.
Business Response
Date: 08/21/2024
Hello ******,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We have issued a refund for the entire order as an exception. For future reference, please note that we are not responsible for stolen packages once they are delivered.
Thank you,
Crocs

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Crocs, Inc. is NOT a BBB Accredited Business.