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. has 10 locations, listed below.

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  Crocs, Inc.

  500 Eldorado Blvd # 5 Broomfield, CO 80021

• 

  Crocs, Inc.

  29 Edgewater Ln Marion, MA 02738

• 

  Crocs, Inc.

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

• 

  Crocs, Inc.

  2200 Tanger Blvd Ste 730 Washington, PA 15301-7921

• 

  Crocs Inc

  1025 Outlet Center Dr STE 30 Smithfield, NC 27577-6033

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:06/20/2024

  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.

  I ordered this item 3 days ago, i know it may not seem that long but from other replies the issue im having has been everyones issue. I have yet to receive a confirmation email and they have been preparing my order for a minute now when i payed for 4 day shipping its been 3 with no updates whatsoever.

  Business Response

  Date: 06/24/2024

  Hi Nia, 

  Thank you for reaching out. We apologize for any inconvenience you've experienced. Unfortunately, we couldn't find any information in our system with the email provided.
  Could you please share the full name and any additional details that were used to place this order? This will help us assist you more efficiently.

  
  Thank you, 

  Crocs 

• Initial Complaint

  Date:06/19/2024

  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.

  6/19/2024 $57.53 I placed an order through Crocs but they never sent me an order confirmation. Crocs charged my account for $57.53 but claims they cannot find my order. I have provided screen shots with the interaction Ive had with them.

  Business Response

  Date: 06/24/2024

  Hello ****, 

  Thank you for your patience. It appears the email used for your order was misspelled, which is why you didn't receive the confirmation emails.
  Your order number is 50565704CUS, and it has been shipped via *** with tracking number 1Z6F857YYN85366599. We apologize for any confusion and inconvenience this may have caused.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 06/24/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:06/18/2024

  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.

  3/29/2024 ***** plus tax We purchased lightning McQueen crocs in store and nowhere there or no one mentioned they were final sale. We got the same size crocs my son would normally wear which is a 7. The ones he wears are even roomier. The ones we bought are too fitted and bother his feet since he has wide feet. We tried to return them in store at a different location because the original place of purchase we were only visiting. They told us at the time of attempting to return that they were final sale. At no point at all did anyone ever mention that when we purchased. No one said they ran small. Nothing at all. We even had an associate that helped us and she never said anything. The receipt isnt stated either. *** tried to do a live chat with them. *** tried emailing them and in store return but weve gotten no where. We shouldnt be held liable if it wasnt stated that it was final sale and they have given us the run around and even said I should try to resell to someone I know. That is not a solution for me.

  Business Response

  Date: 06/24/2024

  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. Unfortunately, each store has its own return policies, and we don't have access to their systems. We recommend contacting the store where the shoes were purchased for further assistance with your return.

  
  Thank you, 

  Crocs 

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21869220
  
  I am rejecting this response because:
  You are directing me to go to the place of purchase. As noted That isnt possible because I do not live near that store which was why I went to a different store and they told me no. I did what anyone else does when they visit another city. Stop by the stores to see what they can buy. I shouldnt be expected to go back to the same store I bought from when its run by the same company. 

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

• Initial Complaint

  Date:06/18/2024

  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 purchased the ECHO CLOG SLTGRY M7W9 from Cros in-store on June 7, 2024, and they were incredibly painful to wear. It felt like walking on rocks, and the burning sensation at the back of my heels made them unbearable.I contacted customer service, provided proof of purchase and photos, but was told they couldn't help with in-store purchases. After being a loyal customer for over 10 years, this experience has been highly disappointing. I don't want another pair; I want a full refund.Cros needs to improve both their product quality and customer service.

  Business Response

  Date: 06/24/2024

  Hello Domenique, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We are truly sorry for the discomfort caused by your recent purchase and the inconvenience you've faced. Unfortunately, we don't have access to the store's system to issue a refund. Please contact the store where the purchase was made for assistance with your refund request.

  
  Thank you, 

  Crocs 

• Initial Complaint

  Date:06/17/2024

  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.

  I waited 9 months for jupiter crocs sneakers to become available on the website for crocs members. These shoes I never saw on the site and I checked weekly for updates and also checked others sites. They appeared on private sites and again went up to a ridiculous price. I want to be able to purchase my crocs in my regular infamous and none rich status. Give us all the opportunity to purchase the new releases for your site and not 2nd hand sites that take the price up by ***** dollars.

  Business Response

  Date: 06/17/2024

  Hi ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Were sorry for the inconvenience youve experienced. To stay updated on new releases, please subscribe to our newsletter. This way, you'll receive notifications as soon as new products become available on our website.

  Thank you, 

  Crocs 

• Initial Complaint

  Date:06/16/2024

  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.

  This relates to order no. 50181228CUS. It was for two pairs of shoes, both size 11. One pair fit fine, the other was way too small. When a company sells two kinds of shoes, both represented to be the same size, and one pair fits and the other does not, that's their problem, not mine. They should make things right by arranging for an exchange, but they refuse to do that over their web site. I tried to chat with them online - no agents available. I tried to email them, but they hide their email from you so no going there. Try to call - long wait time. This is very poor customer service.They will arrange for a return on the web site but I do NOT want tor return the shoes because I got a discount and free shipping for buying two pairs and if return one pair, I will lose the discount and get back a fraction of what I paid for that pair. I want an exchange.Goal: exchange the CROCS ON THE ***** LITERIDE SLIP RESISTANT WORK SLIP-ON, COLOR: BLACK, from size 11 up to the next size - size 12.

  Business Response

  Date: 06/17/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We're sorry for the inconvenience regarding your order. As mentioned on our website, CROCS sizes can vary depending on the style. Please refer to the Size Chart on the specific style's page to determine if you should size up or down. Unfortunately, per our policy, we currently cannot process exchanges. The best way to receive a replacement is to initiate a return through our website.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 06/17/2024

   
  Complaint: 21857391
  
  I am rejecting this response because: They refuse to process an exchange as I requested, and ignore the concern I raised.  Instead they offer the lame excuse that customers should scrutinize their web site to determine if we should order different sizes for different shoes.

  I will not be satisfied until they either agree to the exchange process a refund for the FULL price of the shoes I purchased.

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

• Initial Complaint

  Date:06/07/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order on 4/5 and it was allegedly delivered on 4/9, however I never received the package. I contacted crocs immediately to let them know I hadnt received my order and they told me I had to wait 48hrs for resolution. I didnt want my childs birthday gift to sell out during that time so I placed another order for the items that were still available. When I contacted Crocs after the 48 hrs they told me the only option was to send me the order again. When I told them I had already repurchased the items because I didnt want them to sell out they told me to contact my bank for a refund so I did. Despite this they told my bank that I received my order and my bank declined my dispute. So now I have spent almost $200 just to get 2 pairs of Crocs for my 4 year old for his birthday when I should have only spent half of that. This is ridiculous. Im being told that I didnt prove that I didnt get my order. How am I supposed to prove that? I placed an identical order within hours of my alleged deliver because I just wanted to get the shoes for my son. I contacted Crocs and ***** to resolve my issue and nobody wants to help me. I should not be out almost $100 because I cant prove an order wasnt delivered to my address. This is absurd, I have spent so much money with crocs in the past as gifts for people.

  Business Response

  Date: 06/13/2024

  Dear *******-

  Thank you for reaching out. As an exception, we have processed a full refund for your first order 48753343CUS. Please find attached the refund letter providing you with the full details.

  Thank you,

  Crocs

  Customer Answer

  Date: 06/13/2024

   
  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:06/05/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two clogs from the Crocs website on May 21st. The order was shipped on May 23rd with order number 49742079CUS. As of today, I haven't received the order. Every time I try to contact customer service, they reply and then close the conversation after a few messages, preventing me from replying. I called and was told to wait. Others have told me that I need a new shipment, but this has never happened. I'm tired of contacting them every day with no resolution or answers. The phone customer service isn't available in Spanish, and I don't speak English. I can only write and understand English, but their chat isn't availableonly SMSand they just close the conversation every single time.

  Business Response

  Date: 06/13/2024

  Dear ******-

  Thank you for reaching out. Rest assured your feedback is escalated to the appropriate department for a review. We do apologize for any inconvenience caused. As per our records a full refund was already processed for you on the 12th of June. 

  Thank you,

  Crocs

• Initial Complaint

  Date:06/04/2024

  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 some Crocs and never received I reached out to customer service and there liars and scammers look at the video footage what it says look at what **** says and *** there horrible

  Business Response

  Date: 06/13/2024

  Dear *****-

  Thak you for reaching out. Rest assured your feedback is escalated to the appropriate department for a review. As per our records a full refund was already processed for you on the 06th of June. Please find attached the refund letter providing you with the full details.

  thank you,

  Crocs

• Initial Complaint

  Date:06/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am writing to express my extreme frustration and disappointment with the handling of my recent order (Order Number: 49710895CUS). My order was shipped on May 21, 2024, and was scheduled for delivery on May 24, 2024. However, it has now been over a week, and I have yet to receive my package.The delivery photo proof provided does not match my home entrance, indicating that the package was delivered to the wrong address. Additionally, no signature was required upon delivery, further complicating the matter. Despite these issues, I have been unable to open a claim with the carrier because Crocs has blocked the receiver from doing so. Crocs has also denied my request for a reshipment or refund, citing the photo proof of delivery.When I contacted customer service by phone, I requested an expedited reshipment as I am traveling today and needed the items for my trip. I was informed that the earliest possible delivery would be Monday or Tuesday, which is too late. The representative then suggested international shipping to my travel destination, but when I provided the location, I was told that Crocs does not ship there.In a further attempt to resolve the issue, I requested a store gift card for the amount I paid so I could purchase the items at a local store. I was told that store gift cards are not available. After a week of repeatedly contacting customer service, I am left without my items and out of pocket for the amount I paid.This situation has caused me significant inconvenience and stress, especially as I am traveling today. I am requesting an immediate refund for my order as this is the only acceptable resolution at this point.Please address this matter urgently. I expect a prompt and satisfactory response to this complaint.Thank you for your attention to this matter.Sincerely,

  Business Response

  Date: 06/04/2024

  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 for your order. Please find the refund letter attached. We apologize for the inconvenience caused. 

  Thank you,

  Crocs