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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

    • 849 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/31/2024

      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 ordered crocs (shoes) on may 26th. It is now may 31st and the order is still being processed. Will never order from them again.

      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 your order has been shipped on the first of June and the estimated delivery is Thursday, June 06. The *** tracking number is: 1Z6F857YYW82799058. We apologize for the delay. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:05/30/2024

      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.
      On 05-24-2024 around 5am I get a notification I made a purchase from Crocs Shoes and my PayPal account was used to pay. I immediately started trying to cancel the purchase but both Crocs and PayPal was closed. Finally I get hold of crocs and although the order hadn't even been completed nor had the order shipped they refused to cancel the transaction and informed me to get with PayPal even though they were still closed. Finally at 9am est PayPal opened and I explained what had happened. They informed me the thief setup a gift account and made a subscription. They ordered 3 pair of shoes. PayPal said they cancelled the subscription and would take care of the rest and if they needed any more information they would contact me. I kept watching my account and the transaction kept saying pending. This week I get a notification from Crocs said the order shipped. PayPal said transaction pending. Today the shipment was delivered and looked at PayPal and the payment processed. This is totally unacceptable behavior from both Crocs and PayPal and it should actually be considered criminal behavior due to the circumstances. PayPal sent me a confirmation number on that morning. How did the order go through without the thief obtaining the confirmation number? It's as if PayPal and Crocs is working together on this.

      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 dispute was opened with PayPal so we went ahead and accepted the dispute. We've initiated a full refund for the order. Apologies for any inconvenience cause. 

      Thank you, 

      Crocs. 

      Customer Answer

      Date: 06/10/2024

       
      Complaint: 21782042

      I am rejecting this response because: That is incorrect. The billing agreement payment was made on May 24th true but it was reported to PayPal as soon as you all started answering the phones that very morning May 24th. I was told you all would handle it from there and would contact me if you needed more information. You all then proceeded with the transaction and took the money out of my account on May 30th. Totally UNACCEPTABLE. My bank account is not safe being connected to PayPal. Would you agree?

       



      Sincerely,

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

    • Initial Complaint

      Date:05/28/2024

      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 received 2 defective bags. I returned them to the store on 5/8/24. They told me it takes 7-10 business days for a refund. I have not received a refund. The store tells me call customer service and customer service says call the store. They have the items and my money and I have a receipt showing I returned the items. Yet they dont want to issue a refund.

      Customer Answer

      Date: 05/31/2024

      Now theyre saying the refund will be processed from 5/29/24.  I returned the items on 5/8/24.  The refund should have been issued!!! They dont want to refund me my money.  

      Business Response

      Date: 06/10/2024

      Hello *******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to our system a dispute was opened for order 49232124CUS, and the status is now "Chargeback Reversed." This decision was made by the bank, so please contact them for further details. We apologize for any inconvenience caused! 

      Thank you, 

      Crocs 

      Customer Answer

      Date: 06/12/2024

       
      Complaint: 21771727

      I am rejecting this response because: the card did not reject the refund.  The refund was never issued.  

      Sincerely,

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

      Customer Answer

      Date: 06/17/2024

      CASE #********

      Crocs did not issue the refund.  I contacted my credit card.  I have a reference number from Crocs where theyre saying the refund was approved and issued on 5/29/24.  It was not. I have NEVER in my life had so many problems with a company to get a refund.

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

      Refund Refrence#pg3nLwLzvb6ch4g2

      Business Response

      Date: 06/27/2024

      Hello *******, 

      We understand your frustration regarding the refund issue. However, as the chargeback is currently pending with your credit card company, we are unable to process a refund for the returned items at this time.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:05/28/2024

      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 a order with Croc order# ********CUS. Crocs shipped my order via ***** with a delivery date of 05/28. On 05/28 at about 1400 my shipment now has a exception. However there are no details. After speaking to ***** they can not tell me what the exception is OR when/if my package would be delivered. The exact words were, it could be tomorrow or it could be next month. I then called Crocs explained to them what happen. They tracked the package and got the same information I have. However, I have to wait a additional 4-6 business days when ***** confirmed they don't know where the package is. I asked the rep at Crocs that I spoke to, I asked to escalate this issue. I was hung up on. Awful **************** by ******************** and their preferred shipper ***** .

      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 your order was delivered on Wednesday, 5/29/24 at 11:42 AM. We apologize for any inconvenience caused. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:05/28/2024

      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.
      On April 27, 2024 I purchase a pair of crocs and 7 jibbitz for my daughter's birthday present. The items were delivered on May 2, 2024. Within less than two weeks, three of the jibbitz broke (daisy flower, watermelon and Pokemon Squirle) fallen off, and were lost (by the time my daughter had noticed). I had contacted customer service online (Case #: ********* on May 13, 2024. I heard back on May 14, 2024 by **************** Representative **************** I provided all the information that was requested and have not heard back since May 15, 2024 from the company. I am looking to Crocs to get back to me with a solution. I paid a lot of money and the product broke and got lost. I feel that I have been sent cheap and defective products and charged a premium price ($5.99 per jibbitz) for it. My daughter did not get to enjoy her gift and was quite upset. I am looking to the company to resolve this issue amicably. Thank you,****

      Business Response

      Date: 06/04/2024

      Hello ****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience caused. We went ahead and issued a refund for the lost jibbitz. Please find attached the refund letter. 

      Thank you, 

      Crocs 

      Customer Answer

      Date: 06/04/2024

       
      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:05/23/2024

      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.
      I ordered shoes for my 3 kiddos on May 2nd and apparently the post office said they couldn't deliver them.. I don't get it, I get packages all the time, but when I called Crocs on May 7th they said they already had the package back and had issued a refund, so I'd have to reorder. That associate was helpful in issuing a coupon so I could order them for the same sale price..A week later I still hadn't received a refund so I called again, and I was told it would take 2 weeks to get a refund but that the money would be back no later than the 22nd. Today is the 23rd, and I call again because SURPRISE no refund, and the woman tells me IT HASNT EVEN BEEN STARTED!! but don't worry she'll start it now... So they've had my money, and the product back for over 2 weeks.

      Business Response

      Date: 05/24/2024

      Hi *****-

      Thank you for your feedback. Rest assured it was escalated to the appropriate department. Please note that as per our FAQ "Our returns take up to ***** business days to process after we receive the package. Please note that it may take additional time to post your account depending on your bank or financial institution.". Your package was received in our Warehouse on the 09th of May. We are still within the required time frame for the refund. However, a manual refund was already processed for you. Please, find attached to this respond the refund letter providing you with the full details. In case you need further assistance, kindly contact our **************** line.

      Thank you,

      Crocs

      Customer Answer

      Date: 05/29/2024

       
      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:05/23/2024

      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 am writing to express my deep dissatisfaction with the recent experience I had with my order. I purchased two pairs of Crocs and paid an additional $24 for next-day delivery. According to your service promises, I expected to receive my order the following day.However, when I spoke to one of your agents, ******, I was informed that my order would not arrive until Sunday or Monday. This information is extremely disappointing, especially given the extra amount I paid for expedited shipping. Additionally, ******'s response was unprofessional and rude, which further exacerbated the situation.I feel that this is a case of false advertising as the service I paid for is not being honored.

      Business Response

      Date: 05/27/2024

      Dear *******-

      Thank you for your feedback. Rest assured that we escalated it to the appropriate department for investigation. We`ve gone ahead and refunded your payment of $24.99 for expedited shipping. The amount will be credited back to your account within 2-5 business days.

      Thank you,

      Crocs

    • Initial Complaint

      Date:05/16/2024

      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.
      I placed an order with crocs Canada on May 12th at 9:20pm.I realized I wanted to add another product to my order within 5 minutes, and so contacted the customer support live agent.The live agent shared there was nothing they could do. I then opened another chat where the chat bot shared crocs has a policy where any order can be cancelled within 30 minutes. No where in this policy did it state this was only applicable to the ************* (and I was on the same site I used to purchase the product for Canada).I took a screenshot of the policy and FAQ, and got in touch with the live agent again. I shared the policy and again requested my order be cancelled, per crocs policy, as it was only 9:42pm (still within 30 minutes of the order, and took a screenshot again). Again the agent declined and ended the chat.I then emailed crocs with my issue. They emailed the next day indicating it was past 30 minutes since the order and there was nothing they could do. Please bear in mind that in this customer service email response, there was no language about this not being a policy applicable to *******I responded to the email with my screenshots and got no response.I then called crocs customer service, and again, they declined to honour their policy, and for the first time shared this policy was only applicable to ***************** (nowhere had this been shared, including not in the first email response, or any of the live chat responses, or in the chat bot automated response.Im looking to get a refund of the amount of the order, including shipping, as I followed their policies to the letter, and crocs has consistently refused to assist.

      Business Response

      Date: 05/27/2024

      Dear *******-

      Thank you for your feedback. Rest assured it is escalated to the appropriate department for investigation. We`ve gone ahead and processed a refund on your first order.You will receive a refund of C$ 58.22 in 2-5 business days.

      Thank you,

      Crocs

      Customer Answer

      Date: 05/27/2024

       
      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:05/14/2024

      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.
      I ordered a pair of hey dudes online on 4/29/24. I got a tracking number on 4/30/24. The status of my order has not changed since that date and I was charged an additional $8.99 for delivery. I have contacted them via email and get no satisfaction about my order. They have already took the money from my account. I can't cancel because they say it has already been processed. This is very poor business practice for a well known company.

      Business Response

      Date: 05/16/2024

      Dear *********-

      Thank you for the feedback provided. Rest assured it was already escalated to the appropriate department. A representative from our customer service will contact you in 24 hours. We do apologize for any inconvenience caused.

      Thank you,

      Crocs

      Customer Answer

      Date: 05/16/2024

       
      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:05/02/2024

      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.
      I purchased a pair of shoes from the crocs website 4/15/24. It was shipped 4/16/24. It shows received by **** 4/19/24. Since then the tracking link has not been updated. ***************** (their shipping partner) says to contact the seller for updates. I spoke with crocs customer service via chat and their agent said it shows as delivered on their end so they are not liable and to contact *****************. I have yet to receive my purchase.

      Business Response

      Date: 05/02/2024

      Hello ******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Per the tracking number it appears that the package was lost in transit, so we went ahead and processed a full refund for the order. Please allow 1-5 days for the refund to show on your bank statement. 

      Thank you, 

      Crocs 

      Customer Answer

      Date: 05/02/2024

       
      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,

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

    Crocs, Inc. is NOT a BBB Accredited Business.

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