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

  4325 Glenwood Ave Raleigh, NC 27612-4532

• 

  Crocs, Inc.

  8882 170 St NW, Unit 2538M Edmonton, AB T5T 4J2

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

• Initial Complaint

  Date:07/28/2024

  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 on July 13th as you can see HEYDUDE/Croc *** cancled my order on the 16th but issued a refund supposedly on the 13th I have yet to see the amount returned to my account and they have said 5-7 days gave me the date of the july 23rd but its now the 28th i still have no refund and my bank hasn't seen an attempt to try to refund my money now they are saying ***** days for my refund to show up. And they are telling me that once they issue the refund it is out of their hands. So all they have to do is send an email telling me they sent my money back and thats it. I dont think so. They should be responsible since they took my money in less than 30 seconds and return my money in a timely manner. I just want my money back at this point.

  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 the refund was issued on July 13th. Weve resent the refund confirmation email for your reference. Please check with your bank regarding the status of the refund.

  Thank you, 

  HeyDude

• Initial Complaint

  Date:07/25/2024

  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.

  Complaint to Better Business Bureau I am writing to file a formal complaint against Crocs for their unacceptable order fulfillment and customer service.On July 4, 2024, I placed an order for two pairs of classic Crocs for my grandmother. Due to holiday delays, I was informed on July 9, 2024, that the order would be delivered on July 17, 2024. When I checked the order status on July 17, it indicated that the order was "waiting for carrier." Despite this delay, which was entirely Crocs' responsibility, the order was never shipped.I followed up on July 23, 2024, and was assured the order would be delivered on July 24, 2024. The order was finally delivered on July 25, 2024.This represents a total of 20 days from the date of order to the date of delivery. I am extremely disappointed with the excessive delay and lack of proactive communication from Crocs. Despite the prolonged wait and clear errors on Crocs' part, Crocs has made no effort to rectify the situation beyond providing delivery updates. There has been no offer of compensation or apology for the inconvenience caused.I am deeply dissatisfied with Crocs' customer service and will refrain from using their online ordering service in the future. I strongly advise others to reconsider using Crocs' online platform due to the significant delays, errors, and lack of customer care. While ********************** has received payment for the order, I was deprived of the product for an unreasonable amount of time.I request that the Better Business Bureau investigate this matter and hold Crocs accountable for their poor performance.Thank you for your attention to this matter.****************

  Business Response

  Date: 08/01/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to our records, the original order was lost and a reshipment was created on July 16th, which was subsequently delivered. We apologize for the delay and understand your frustration. Unfortunately, once the package is with the carrier, we have limited control over delivery delays.
  Thank you for your patience, and were sorry for any inconvenience this has caused.

  Thank you,

  Crocs 

• Initial Complaint

  Date:07/24/2024

  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.

  Last week, I did some shopping on the official Crocs website. They had a great special going on- 50% off select styles and colors. I ordered 8 pairs of shoes for my family, choosing from what was available.Fast forward a week, and my order arrived today. Lo and behold, one of the pairs of shoes ordered was missing. I went back and checked my order, and only then did I see that the company canceled that part of my order (without any sort of notification to me.)I reached out to customer service via their texting option, and it took 17 hours to hear back. They literally contacted me in the middle of the night. I voiced my concern that the pair of shoes was canceled without notification to me, and that I would have to pay full price and shipping if I wanted to replace them. I hoped they might honor the price that I paid for the canceled pair, but apparently that's not an option. They offered 20% off (which is a discount offered freely by the company through many sources) and I'd still have to pay shipping. I told whomever I was talking with that their solution didn't really solve my problem, so I'll probably have to look elsewhere for shoes for my son. They basically said, OK, thank you for contacting Crocs. And that was the end of that.Customer service is horrific and the way the company handles items that go out of stock after an order has been placed is subpar. I don't recommend shopping through the Crocs website or really even purchasing from the company in general if they are unable to appropriately fix their order problems.

  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 apologize for the lack of notification regarding the canceled item. We understand your frustration. To help resolve this, were offering you a coupon code for 40% off and free shipping on your next purchase. Please use the code CS40-CBCTSXGBQ9MK to repurchase the missing pair at the discounted rate.

  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:07/22/2024

  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.

  Hello. My crocs order was marked as delivered on 7/20/2024 but still didn't arrive. The initial delivery date was 7/24/2024. I was by the door when the status updated to delivered and there were no deliveries/mail all day. What do I do next? Could it be possible it was marked delivered accidentally and will still come in the next few days?

  Business Response

  Date: 07/24/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to the **** tracking number 92612927005835000005462121 your parcel was delivered in or at the mailbox at 11:21 am on July 20, 2024 in ********, ********. Per Crocs's policy if the shipment tracking status shows "Delivered" and you are unable to locate the shipment we apologize for the inconvenience, but Crocs is not responsible for the shipment becoming lost or stolen. 

  Thank you, 

  Crocs

• Initial Complaint

  Date:07/21/2024

  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.

  The Original transaction was done July 6 for two collaboration crocs. Both size 8. The hamburglar clog was sized correctly the second birdie clog was not. they were defective. also both said size 8 you could visibly see one shoe smaller than the other i have picture proof. I called customer service to exchange the clog and they informed me they don't. I would have to return and repurchase the clog. As I am speaking with CSR i see the clog is double in price so i informed her i wanted it for the same price i paid initially. she had to speak to her manager to see if that was something she could do. the manager said they could reimburse me once the clog had been delivered. When I looked at the delivery the street address was right but the city was not. so i once again called and the gentleman i spoke to said he had updated the **** cite with the right city. five days later my package was set to arrive but when i looked at the order it still said the wrong city. so i once again called croc and i was informed they dot change addresses. but they would resend me the pair of shoes to the right address. she took my information but i never received the confirmation. this has been three weeks of trying tot get this resolved.

  Business Response

  Date: 07/22/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience you've experienced.  According to our system, a new shipment with number ********* is being processed and will ship shortly. Reshipments dont automatically send tracking details, so please contact our customer service team in 2-3 days for the tracking information.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 07/22/2024

   
  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,
  
  Sorliz ******** ****

• Initial Complaint

  Date:07/20/2024

  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.

  We ordered crocs online and made a return in-store. The money never made it into my bank account. The ******************** customer service team tells me to go visit the location and the location tells me to call the customer service team. They keep bouncing the issue back and forth. I just need a refund from the return that was made in store.

  Business Response

  Date: 07/22/2024

  Hello *******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Im sorry to hear about the trouble youve had with your refund. We couldnt find an order associated with this email address. Could you please provide the order number so we can assist you? 

  Thank you, 

  Crocs 

  Customer Answer

  Date: 07/22/2024

   
  Complaint: 22018465
  
  I sent an email to Crocs customer service email address with all the information needed. Tell me if you found it or not 
  

  Customer Answer

  Date: 08/05/2024

  The original order is placed under *******************************

  I have emailed customer service from *********************************

  please look up both emails 

  Customer Answer

  Date: 08/20/2024

  Hello,

   

  the order numbers are under ****************** from January 2024 and February 2024. Multiple orders. 
  

  please check the email communication Ive had with crocs customer service. 

  Business Response

  Date: 09/04/2024

  Hello *******, 

  Thank you for clarifying! We have located two orders. The first order (********CUS) from January 27, 2024, was fully refunded on February 19, 2024, at 10:01:32 MST, ARN ***********************. The second order (********CUS) shows a reversed chargeback. Please clarify which items were returned so we can expedite the refund process.

  Thank you,

  Crocs 

  Customer Answer

  Date: 09/04/2024

   
  Complaint: 22018465
  
  Please see the attached return receipts. Ive also emailed Crocs Customer support email and there is nothing being done.

  
  Neither amount was returned.

  16.11 plus the 64.32

  total 80.43

  Business Response

  Date: 09/16/2024

  Dear ******* -

  Thank you for the information provided. We have processed a full refund for your order 47754293CUS in the amount of $80.43. The funds will be credited back to your account within 24 business days. We`ve attached a refund letter providing you with the details of the transaction.

  Thank you,

  Crocs

• Initial Complaint

  Date:07/19/2024

  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 contacted Crocs via text and they would answer hours later in the middle of the night. So I called Crocs and had to escalate with a manager to get them to honor their 45 day warranty. I bought my son a pair of Croc slide that the material ripped on the side of the shoe. I specifically told them I wanted the same pair of shoes as a replacement. After several weeks a pair of shoes showed up in a different style and color. I have reached out twice via email to get the situation rectified however they have stopped responding. So I am left with a broke shoe and a pair of shoes that are not my sons style or color. I just want the shoes replaced in the correct color and style. I dont feel I should have to waste time calling again after spending over 45 minutes on the phone with them the first time.

  Business Response

  Date: 07/22/2024

  Hello *******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We're very sorry for the mix-up and inconvenience. Weve created a new shipment for the Mellow Recovery Slide in Atmosphere Grey, mens size 8, with number *********, case ********. Please keep the incorrect pair; no return is necessary.

  Thank you,

  Crocs 

• Initial Complaint

  Date:07/12/2024

  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.

  The problem I am having is with Crocs SHOES. Ive had continual problems for many months on orders and I have placed quite a few orders, but they will send offers and the special code youre supposed to enter to get a percentage or to get money off and it never comes through it never seems to work And then you have to call about three or four different people and they leave you on the phone for 3040 minutes and then they give you a code that promises that itll work and then it doesnt call back and shoe they offered to take some off, but I had to pay the full price and Im still waiting on a possible refund for the amount that they said they would give after it was shipped, but then they sent me this other coupon as I will include this and this continually happens, I think its a fraudulent business they give you these codes and they never work and they have all kinds of excuses or like this last one. I will send you a picture of. They said that code will work and they even told me instead of my phone try it on the computer well I did that also and I was on the phone again for 3040 minutes . I gave him the code that they gave me for $15 off of 50 and I have $68 in my cart and I called and he checked the code and he said the code will work and I have two different they sent me another code telling me to use my 15 off of $50. Its the same code number but it doesnt work and Im so tired of calling them over and over and over every order Ive placed Ive had difficulty with lies with false codes that dont even work and I have the stuff in my cart and I just dont feel like calling sitting in on the phone again for another 3040 minutes trying to he told me the code would work , he said he checked it and it will work or theyll give you a code and they promised that that one will work and it never does. Its very fraudulent and I think somebody needs to address this because it continues to happen. It would be if it was once in a while, but its every order

  Business Response

  Date: 07/17/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the issues you've experienced. Please note that all promotions have exclusions, depending on the sale and what can be applied. Usually, if a coupon code isn't working, it's either been entered incorrectly or has expired. Some coupon codes are valid only on specific styles and will not work with non-qualifying styles. For more details, please check our FAQ. According to our system, a partial refund of $17.99 was issued on July 9th for order 50889235CUS.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 07/24/2024

  Yes, I know that refund was for the crocs, but the gibbets that I have in my cart right now I even called and was on the line waiting for 30 to 40 minutes for a code that I sent you a copy of I asked him were these gibbets acceptable. He said yes, and the code was working, and it would work on those that are in my cart because sometimes crocs that are new styles do not work but every time they give me a code even when I pick something thats acceptable it says not valid or expired. Thank you if you could relay this message to them . 

  But wanted to explain a little more thorough yes they did take that off but that was for the Crocs that will order that they offered me a reward for purchasing my other set of crocs and I had to go back-and-forth over that for three or four times each 30 minutes or more on the phone. Then they sent me another notice saying you need to hurry and use your $15 off of 50 it expires which I sent you photocopies of the code and I called the gentleman and spoke to him and he checked the code out and I told him I was ordering jibitz and he said those will work on it which it should because that is not a new product of Crocs out and its still not working and then he told me to try on my computer if it didnt work from my phone and I did that also and it still did not work and I did not want to sit for 30 to ********************************************************************* the cart now the code may be expired by now. Im not sure but I tried two different ways. They told me they said it was working and it would work on those and this is an order after my Crocs and after that $17.99 , and the four phone calls for that order 

  Business Response

  Date: 08/01/2024

  Hello *****, 

  Thank you for sharing the details of your experience. I apologize for the frustration this situation has caused. To assist you further, could you please provide the code that wasn't working and the order number in question?

  Thank you, 

  Crocs 

  Customer Answer

  Date: 08/19/2024

  Just responding I didnt totally understand but Im just not real pleased. *** had issues since then with them now in regards to code that they keep saying is good then they at least willing after I went back-and-forth, but its not back on my credit card the $15 thing its a code they say that works and it doesnt work, I just think there very fraudulent in their offers and I didnt take a screenshot of one thing. I probably should have so I wouldnt be able to prove it the code not working and saying invalid but if I continue, maybe Ill have to reopen and just make sure I have all the evidence available, but its sad that they have to run a business like that . ??????

  Business Response

  Date: 08/21/2024

  Hello *****, 

  We're sorry for any confusion and inconvenience caused by the promo code issue. If you continue to have problems, please don't hesitate to reach out with the code or screenshot, and we'll do our best to assist you.

  Thank you,

  Crocs 

• Initial Complaint

  Date:07/11/2024

  Type:Sales and Advertising 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.

  A few days ago, I saw an ad on ******** about the campaign on Crocs. For some models.Clicked to ad head to their website and I realized that, one of the models was $0.00 since it's a good opportunity I put my cart 1 for myself, and 1 for my wife. Head to payment step and selected Pay with PayPal option. But I couldn't be able to pay. Tried on another browser, my mobile device. No way. It returned with error messages. Next day I checked website same price was there but couldn't be possible to pay. I reached out to them, they rejected my concerns. If they announced a price to public, they have to sell for that price. And attached screenshots show that they announced as $0.00 but didn't make payment mechanism effective for those products. Which isn't fair.I want them to sell those products as announced price.

  Business Response

  Date: 07/17/2024

  Hello *******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. The zero price displayed was due to a technical error, which is why the checkout did not work. We appreciate your understanding in this matter.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21976085
  
  I am rejecting this response because:
  
  There isnt a solution. When we go a supermarket they sell products for announced prices on the label even if its a mistake.

  Since they didnt offer a solution I dont accept this answer. I asked for a solution

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

• Initial Complaint

  Date:07/09/2024

  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 returned a Crocs order with order number 50075962CUS without opening in early July. The order total is $92.74. Crocs received the item. However, it only refunded $65.44, there is a $27.3 difference. It turns out, I feel, Crocs refunded the order 50326393CUS instead. The orders are different ones with same content, as Crocs refuses to price match itself. I called the customer service representative multiple times but without success. They acknowledged the issue but kept asking me to wait 14 business days.

  Business Response

  Date: 07/17/2024

  Hello ***, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to our system, there is no return request for order 50075962CUS, so we are unable to track the return package. Please provide the return tracking number so we can assist you further.
  Thank you for your understanding.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 07/17/2024

   
  Complaint: 21964645
  
  I am rejecting this response because:

  Please see the attachment 1 first. The tracking number says 1Z6F857YYW83298696. It listed on the order number page. It also says: "The receiver does not want the product and refused me the delivery. /The package will be returned to the sender".  I don't know how come your system does not have the return record.

  The attachment 2 acknowledged  Crocs has received my return on 7/7/2024.   Again, why your system has no return record given you sent me the email more than 10 days ago.

   

  Refund my purchase ASAP.

   

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

  Business Response

  Date: 08/01/2024

  Hello ***, 

  Thank you for your patience. Weve issued a refund for the $27.30 difference. You should see this adjustment on your account shortly. 

  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,
  
  *****************