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.
140 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:07/09/2024
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 was supposed to recieve my crocs on july 9th but I was sent out an empty package. I dont want a reshipment I want my full refund! which is $61.60
Business Response
Date: 07/17/2024
Hello mari,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience you experienced with your recent order. If the shipment tracking status shows "Delivered" and you are unable to locate the shipment, we regret to inform you that Crocs is not responsible for the shipment becoming lost or the goods stolen. According to our records, we have already made exceptions for similar issues in the past. Unfortunately, we are unable to make further exceptions at this time.
Thank you,
Crocs
Initial Complaint
Date:07/08/2024
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 ordered shoes from Crocs. They were too large vs. the three pair I own although the same size.I returned them. I paid $78.15 with free shipping for the product and taxes.They refunded $72.23 with free return shipping. However, they kept the taxes. I called on July 8th and was told their policy was to keep the taxes and only refund the cost of product. When a customer returns a product and requests a refund, shouldn't the company refund the item's cost but also the sales tax that was initially collected.
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, a full refund of $78.15 was issued for order 50671240CUS on July 8th. This includes the product cost and the sales tax initially collected.
Thank you,
Crocs
Initial Complaint
Date:07/04/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed my order June 18th, they delivered to the wrong house and crocs isnt doing anything about. I have been back and forth with the ever since and they keep refusing to fix this.
Business Response
Date: 07/08/2024
Dear ****-
Thank you for reaching out. Rest assured, your feedback has been escalated to the appropriate department for review. Our records indicate that the tracking shows the package was delivered to the shipping address provided. As stated on our site, if the tracking 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. However, as per our records, a free reshipment order has been provided to you as of today.
Thank you,
Crocs
Customer Answer
Date: 07/08/2024

Complaint: 21944229

I am rejecting this response because that is a lie and I have screenshots of multiple representatives telling me I will be receiving a refund that never came

Sincerely,

*****************
Business Response
Date: 07/17/2024
Hello ****,
According to our records, a reshipment for your order was created on July 8th and has now been delivered. The tracking number is: 1Z6V62801354903071. Additionally, the refund request submitted by our agents was rejected due to our policy.
Thank you for your understanding.
Thank you,
Crocs
Customer Answer
Date: 07/17/2024

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:07/02/2024
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.
False information by bussiness
Business Response
Date: 07/08/2024
Dear Ernesmari-
Thank you for reaching out. Would be able to please provide more details on your complaint so we can assist you further.
Thank you,
Crocs
Customer Answer
Date: 07/08/2024

Complaint: 21931922

I am rejecting this response because:
I bought an Item to be shipped to PR on June 22nd 2024, During the checkout the information provided as delivery date was June 27th 2024. As of today the items had not been delivered to the address. I requested Crocs to reship the items to my address in ******* which was denied. After numerous communications i was informed that shipping to PR would be 4-6 weeks. This is not in any moment stated at checkout and got told that i had to read trough the ****** on the page before buying to get the information which does not made sense at all. As of now the package said delivered and it have not been received any where. Order # 50651838CUS

Sincerely,

Ernesmari ********
Business Response
Date: 07/17/2024
Hello *********,
We apologize for the inconvenience. As per our FAQ, delivery to *********** takes longer. According to our system, *** delivered your package on Friday, July 5th at 12:55 P.M. at your mailbox. Here is the tracking number: 1Z6F857YYW85840229. Per our 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
Customer Answer
Date: 07/17/2024

Complaint: 21931922

I am rejecting this response because:
As i said before if shipping outside the ** its not in the same timely fashion as the contiguous states it needs to be disclosed clearly during the checkout process. Crocs is knowingly utilizing fraudulent business strategies to not lose customers, it also does not clarify a timeframe as the word ***** can be interpreted in different matters. Stop doing these its not a decent business practice.

Sincerely,

Ernesmari ********
Initial Complaint
Date:07/01/2024
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 put an order in on the crocs website to deliver as a gift to my son. My son never received said order 50303772CUS and when I contacted crocs they started a refund case but denied it. They said I would have to file a claim with my bank which isnt an issue but the lack of customer service was frustrating. They were quick to suggest me having to solve their mistake. The tracking says delivered to door person when my son doesnt have a door person. I stated this to the agent I was speaking to and they clearly disregarded this piece of information. I am dissatisfied and disappointed with how crocs chose to resolve this issue and their lack of helping to try to make this any better.
Business Response
Date: 07/08/2024
Dear J A-
Thank you for reaching out. Rest assured, your feedback has been escalated to the appropriate department for review. According to our records, you have previously requested refunds for packages marked as delivered but not found. Please note that when you placed your order, you agreed to our Terms & Conditions. As stated in our FAQ, Crocs is not responsible for packages that are marked as delivered but cannot be found.
Thank you,
Crocs
Customer Answer
Date: 07/09/2024

Complaint: 21929518

I am rejecting this response because my order was missing and I was asked to dispute the charges with my bank, proof that your associates also agreed that I am not at fault. It seems that a policy is more important than customer service and a policy that leaves people with taking a risk ordering from the website. Please help with resolving this issue.

Sincerely,

***
Customer Answer
Date: 07/16/2024
********
Initial Complaint
Date:06/27/2024
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 first contacted text support. After two days of we will be with you shortly I then switched to live chat. I chatted with DJ O to get some help with order number was provided in complaint. I ordered for the first time ever on Friday June 21st and was sent an email on Saturday June 22nd saying my order had shipped with tracking number was provided in complaint. Then on Sunday June 23rd I received the following Hi *****,Your package is arriving tomorrow.Once we receive your CROCS INT OBF US EXPEDITED package, your delivery date may be updated.Scheduled Delivery Monday 06/24/2024 1:45 PM - 5:45 PM Then Monday June 24th I receive a message saying my order is delayed. After further checking the tracking info just the label had been created. I paid $19 extra for express shipping and my package hasn't even been picked up yet. I waited till Tuesday June25th and contacted and asked for a refund on shipping. I was told that I misinterpreted their policy and was treated like a moron by DJ O. I decided to end chat ****** and contact my card company for a refund on the $19. Then I decided to let it go and never do business with this company again. However Wednesday June 26th comes and still no package. So it is now beyond the date I had told I misunderstood via chat which is BS. Now today June 27th its supposed to be delivered. I leave today for a cruise and paid extra for shipping that didnt deliver. All of this to be heard and get a refund for express shipping that was not express. Shame on this company and now I see why ****** shows their customer service rated 1.2 out of 5 overall. Terrible.
Business Response
Date: 07/08/2024
Dear *****-
Thank you for reaching out. We apologize for any inconvenience caused. Rest assured, your feedback has been escalated to the appropriate department for further investigation. As a gesture of goodwill, we have processed a full refund of $86.34. The funds will be visible in your account within 2-4 business days. If you need further assistance, please do not hesitate to contact us again.
Thank you,
Crocs
Customer Answer
Date: 07/12/2024

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,

******************** was refunded the whole amount. That wasnt even necessary I just wanted my shipping refunded. For that I will be placing a new order Tuesday for the ********* Crocs!!!
Initial Complaint
Date:06/26/2024
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 ordered Crocs for my Grandson on 6/16/2024, Order #********CUS today is 6/26/2024 and my Grandson's Crocs have not been delivered. I tried with no avail to contact Crocs Customer Service.....they hung up on me three times! When I track the Crocs with a Pitney ***** Tracking #**********************************......the Crocs have been sitting in ****************, ****, which is only 28 minutes away from ***********, **** since June 19th, 2024! Today this makes them sitting in **************** 7 days and they are only 28 minutes from my ********'s address in ***********, ****. I gave all of this information to the Asian women who took my call. She was not easy to understand. She could not tell me why the Crocs had not been delivered and she offered no apology whatsoever! She could not even give me an idea of even when the Crocs would be delivered, at all. I am furious. I want the Birthday Crocs delivered, I want an apology, and I want somekind of money taken off my $48 order for my dissatisfaction!
Business Response
Date: 06/27/2024
Hello ******,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to the tracking information (**************************), your item is out for delivery today, June 27, 2024, at 8:11 AM in *********************. As an apology for the delay and the experience you had with our customer service, we have issued a full refund for your order.
Thank you,
Crocs
Customer Answer
Date: 06/27/2024

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.

Sincerely,

***************************
Initial Complaint
Date:06/25/2024
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 April 11, 2023 I placed an order from hey dude and even went as far as buying their shipping protection. I received an email that day stating my order was received. That same day I received another email from them stating my order had shipped. Then it never showed and no updates were made as far as the tracking location. To this day it still says the label was created but that it hasn't left the warehouse. I've contacted them at least 3 times through Extend Shipping Protection. I received emails of a new card that they claimed would have reimbursement. I tried using the virtual card and it didn't work, so I contacted them again. They sent another card and as you can guess it didn't work either. When I try using the card a error page pops up saying try again later. The third and last time I contacted them they were going to send another card. At this point I don't even want the shoes. I want my money back. They just took my payment and clearly aren't working to resolve this issue or reimburse me in any way. My order number was ********.
Business Response
Date: 06/27/2024
Hello ********,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We are genuinely sorry for the inconvenience caused. It appears the order was lost therefore, we've issued a full refund back to the original payment method.
Thank you,
Crocs
Initial Complaint
Date:06/25/2024
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.
Was looking at their website according to their sale. Added stuff to the shopping cart and noticed that the sale price would not apply for whatever reason. Canceled out and they still charged my card called customer service and was told they do not allow refunds and that is on the website. I asked where is it on the website or the shopping cart and it is not on that page. It is under their frequently asked questions is what they said. . They said they will not offer a refund. The only thing I can do is wait for it to arrive and then return it and pay for shipping. This all happened within 15 minutes from it, charging my card and me getting on the phone with an agent of theirs. There is no way that it is shipping as of right now and they will not cancel the order and they have already charged my card. I have disputed it with my bank.
Business Response
Date: 06/27/2024
Hello ***,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Unfortunately, since a dispute has been opened with your bank, we are unable to issue a price match at this time. Please wait for the banks decision regarding your dispute.
Thank you,
Crocs
Initial Complaint
Date:06/24/2024
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 purchased a pair of Crocs Women's Brooklyn Buckle Low Wedge sandals on March 20th from Crocs' Amazon storefront for $65.20 after taxes. On June 20th, the sandals broke. Almost $70 for 3 months of use. They weren't worn daily, they weren't left in the weather elements, etc. I contacted Crocs customer service to let them know. I assumed because they're a larger, popular company, that they'd have better customer service or warranty their items better. I was told basically that there is nothing they can or will do. 3 months use for $70 shoes is absolutely unacceptable and to not stand behind their product speaks volumes of their belief and faith in their product.
Business Response
Date: 06/27/2024
Hello ******,
Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We regret to inform you that as our policy states, we cannot replace your sandals beyond the 90-day window from purchase. We apologize for any inconvenience caused.

Thank you,
Crocs
Customer Answer
Date: 06/27/2024

Complaint: 21896562

I am rejecting this response because:
It's pretty crappy business practice that you don't accept issues past the 90 day window and these sandals broke on the 90th day of owning them. For how much you charge your customers for these **********************, they should last longer. Absolutely despicable business. I will not be purchasing your brand ever again and I will be sure to let everyone I know how your company conducts itself.

Sincerely,

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

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Crocs, Inc. is NOT a BBB Accredited Business.