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Business Profile

Retail Shoes

Crocs, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

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

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Crocs, Inc. has 10 locations, listed below.

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    Customer Complaints Summary

    • 850 total complaints in the last 3 years.
    • 140 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/12/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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

    • Initial Complaint

      Date:08/09/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 did a online order on 7/26/2024, order # ********CUS, for products totaling $91.93...on 7/31/2024, I received a confirmation of delivery, but my apt. # was missing and I did not receive package. I called crocs company on 8/2/2024 and was told the package was transferred to **** carrier, was given a tracking number and was told "to be patient." The following week, I called again 8/6/2024, and they told me the **** tracking number was not relevant and package was delivered, at which time we determined it was missing package because they didn't label it - so I requested a refund. I received an email saying I had a case to determine if I could have a refund. I then called back on 8/7/2024 and they said it usually took 2-weeks to determine if refund would be granted, but they'd expidite request. I received no information. So I called them back AGAIN, in 8/9/2024, and they said they refused my refund because they aren't responsible for lost packages - at which time I reminded them that THEY did not put a complete accurate address on my package. The representative again refused to give me a refund - and insisted on sending out a new package. At which time I told them I no longer want to do business with their company and will return the products to the store - and the representative literally offered to include a return label WITH my package!!! As of this complaint, I have not received my package or my refund. The complaint is poor customer service with zero accountability. Crocs representatives have been made painfully aware that I have received NO merchandise, with documented proof, it was an error on their end, and they refuse to be accountable to their errors.

      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 apologize for the trouble you've experienced. According to our system, the initial shipment included the apartment number and was marked as delivered. The reshipment was also marked as delivered by *** on Saturday, August 17 at 4:28 P.M. The tracking numbers for your shipment are 1Z6V62800355369283 and 1Z6V62800355387389.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:08/07/2024

      Type:Product Issues
      Status:
      Answered
      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 ********CUS, we have returned the shoe but no refund received.

      Business Response

      Date: 08/21/2024

      Hello *****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to our system, a full refund was processed on August 8th to the original payment method. If you have any further questions or need assistance, please let us know.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:08/07/2024

      Type:Delivery Issues
      Status:
      Resolved
      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 2 pairs on July 25th. Called the company twice. Once on August 2nd because the deadline for the arrival of my shoes was coming up and there was no update in the tracking information since the order had been placed over 7 days prior. **************** agent said to call back on Monday so they could re-ship. I called back on Wednesday August 7th, needed the shoes by August 4th, that didn't happen because they didn't respect their deadline. My call on August 7th, the agent said he would re-ship and expect another 5-10 business days. I asked if there was anyway to get them faster like express shipping. He said he'll stat a case. Now i'm waiting for a confirmation that they are resending the shoe and honestly I would at least want a gift card or something for my time and energy tracking these down. If they don't come in within another 7 days I want a full 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. According to our system, the reshipment was delivered on Tuesday, August 13th at 13:54 and was received by a member of your household. If you have any further concerns or if theres anything else we can assist you with, please let us know.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 08/22/2024

       
      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:08/04/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 in June for shoes from the company website. I had an exchange, returned the shoes the next day (and they confirmed receipt in early July). They have never refunded the money nor sent the replacement shoes.

      Business Response

      Date: 08/07/2024

      Dear ******** -

      Thank you for your feedback. We have escalated your concerns to the appropriate department for review. Unfortunately, we are currently experiencing delays with exchange orders, and it appears that your order is one of those affected. We sincerely apologize for any inconvenience this may have caused. We have processed a refund for your returned item, and you should have received an automatic email notification with the details. Additionally, your exchange order will be shipped shortly, and you will receive updates via email. 
      Should you need any further assistance, please do not hesitate to contact our **************** team.
      Thank you for your understanding.

      Thank you,

      Crocs

    • Initial Complaint

      Date:08/03/2024

      Type:Product Issues
      Status:
      Answered
      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 bought a pair of HEYDUDE shoes and they didn't fit right so I sent them back in exchange for another pair and they won't send me tracking or anything on my new pair .. They keep giving me the run around about I should get tracking within 14 days . They have so many complaints about this on ********** Also I talked to someone on the phone but they did not speak English clear enough and they would not let me talk to a supervisor .

      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 apologize for the inconvenience. We are currently experiencing a significant delay. As a result, we have issued a refund for your item. If you have any further questions or need additional assistance, please let us know.

      Thank you, 

      HeyDude

    • Initial Complaint

      Date:08/02/2024

      Type:Delivery Issues
      Status:
      Answered
      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 online from HEYDUDE. They did not fit, so I sent the, back to be exchanged for a larger size. According to ***** tracking, HEYDUDE received the pair of shoes back on 7/12. It is now August and a replacement pair STILL has not been sent out yet. I have contacted them twice and the customer service representatives are very rude and nothing was resolved. According to their website and ******** page MANY people have experienced the same thing. Its ridiculous, bad business, unprofessional, and unacceptable.

      Business Response

      Date: 08/07/2024

      Dear *******-

      Thank you for your feedback. Rest assured, it has been escalated to the appropriate department for review. As per our FAQ, it might take up to 14 business days for a return to be processed after the package is delivered. 
      Your exchange order has already been shipped, and according to the carrier's updates, it should be delivered by August 9th. For your reference, your new order number is ********, and the package has been shipped with Lasership. The tracking number is 1LSCXLV003MIIPN.
      If you need any further assistance, please do not hesitate to contact our **************** team.

      Thank you,

      Crocs

    • Initial Complaint

      Date:07/31/2024

      Type:Product Issues
      Status:
      Resolved
      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.
      Good evening,I hope this message finds you well!I'm writing this email regarding a refund for Order# ********CUS. It was never recieved and returned to sender by the carrier due to insufficient address. Please see enclosed exception verifying this information.

      Business Response

      Date: 08/01/2024

      Hello ******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Weve issued a refund for the returned package under Order# ********CUS. The *** reference is FJC56C6K45CR3WD3. The refund should reflect on your account shortly.

      Thank you, 

      Crocs

      Customer Answer

      Date: 08/02/2024

      Good morning,
      I hope this message finds you well!

      Thank you for the prompt response for Case # 22074403. I recieved the refund and I'm happy with the outcome.

      Thank you!

    • Initial Complaint

      Date:07/29/2024

      Type:Service or Repair Issues
      Status:
      Resolved
      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 05/25/2024, I placed my order on CROCS.com, ORDER NUMBER: 49913695CUS. I did not receive all the items I ordered. One of the items was a pair of *************************** X THE ****** CLOG KIDS, Size J2. I also ordered the same Crocs in a size J1, not knowing which one would fit my son's feet. The size J1 fit my son's feet so I would have returned the J2 anyhow nevertheless, I never received it. Moreover, I received a $70 pair of HIKER XSCAPE FESTIVAL SANDAL CHALK (209666-0WV) Size m6/w8 instead which, fit no one in my household nor do I have any daughters. I called customer service and explained the situation they told me, "not to worry, we will take care of this for you." They asked me to send a photo via email of the incorrect they sent which I did on 6/7/2024, they told me to keep the item and they would issue a refund that could take up to 5 days. After a week I called back because I never received the refund. I was told they did an investigation and determined that they shipped all the items and if the package was lost to call the shipping company directly. I said, no, I received the shipment however you sent me a wrong item. They said, "ok, don't worry we'll take care of this for you." This is when a repetitive circle of this going on for months began. I call and get told the same thing which is my order was delivery contact shipper, I explain situation again, they enter new investigation and so on and so on and so on to no avail.

      Business Response

      Date: 08/01/2024

      Hello ********, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Weve checked our system and can confirm that a full refund of $252.47 was processed on July 30th. for order 49913695CUS. Please allow a few days for the refund to reflect in your account.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 08/01/2024

       
      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:07/29/2024

      Type:Service or Repair Issues
      Status:
      Answered
      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 bought the kadee flip 1 year ago and this item broke while walking. If I was walking a bit faster I would have fallen and hurt myself. I reached out to customer service hoping they could send a replacement however they were only willing to give a 15% discount. For a worldwide brand that would risk selling faulty products with so resolution for their product is a shame. I have purchased so many products and spoke so highly over the years.but today they have lost a loyal customer and any future recommendations. 1

      Business Response

      Date: 08/01/2024

      Hello *******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We're truly sorry to hear about your experience. Unfortunately, per Crocs' policy, our warranty is limited to 90 days from the date of purchase.

      Thank you,

      Crocs

      Customer Answer

      Date: 08/02/2024

       
      Complaint: 22061303

      I am rejecting this response because:

      This is such a fall hazard to customers...this is completely negligent regardless of warranty. Does it take customers to get physically hurt to refund or replace 25 dollar slippers to have satisfied customers. What will it take a lawsuit in the future from another complaint like this to fix their problems when someone gets hurt. 

      Sincerely,

      ***************************

    Crocs, Inc. is NOT a BBB Accredited Business.

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