Complaints

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

close

Find a Location

Crocs, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  Crocs, Inc.

  500 Eldorado Blvd # 5 Broomfield, CO 80021

• 

  Crocs, Inc.

  13601 Via Varra Broomfield, CO 80020-9791

• 

  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

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:05/02/2024

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

• Initial Complaint

  Date:05/02/2024

  Type:Order 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.

  Transaction date: 5/1/2024 Order #: DCUSTUS0001991 I placed a custom order for 12 pairs of Crocs (for the youth baseball team that I coach) on the Crocs website. The order went through their approval process and afterwards I submitted payment. Once payment was completed I clicked on *************** and noticed that I had used the wrong link when submitting the design. I immediately contacted the company via their customer service number, however their customer service only handles single item orders of regular stock. There is no way to speak to an actual representative. The only option is to send an email and wait for a response. I have sent multiple emails and attempted to reach out on social media but have still not been able to get assistance to get this corrected.

  Business Response

  Date: 05/03/2024

  Hello ****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We reached out to our team, and they confirmed your design was changed before production started and the issue was resolved. 

  Thank you, 

  Crocs 

  Customer Answer

  Date: 05/03/2024

   
  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:04/30/2024

  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.

  Purchased two pairs of crocs only one pair was in the package when arrived. Called on Friday April 26th to let them know only one pair of shoes were shipped. Said sorry they would expedite the delivery and ship the shoes immediately. April 30th I called because unable to find tracking or any info on the missing pair of shoes. They said it was cancelled because of standard shipping and missing information and to check back in ***** hours. Im not sure what kind of scam this is but I wont be buying again from crocs

  Business Response

  Date: 05/02/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. According to our system a refund was processed on the first of May for the missing item. Please find the refund letter attached. 

  Thank you,

  Crocs 

• Initial Complaint

  Date:04/26/2024

  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 a package that was sent back to crocs mid transit with no explanation. after contacting customer service and still given no explanation, i was then told that a refund would arrive to me in 7-14 business days. i waited 2 weeks and received nothing. contacted customer service again and was informed that my refund was never started and would have to wait another 2 weeks. when i asked the agent why this happened, he refused to answer and instead repeated the same sentence over and over again. your refund will arrive in 7-14 business days. was suppose to receive an email with my refund confirmation number and still have not. after reading multiple other reviews it seems like my case is not uncommon and in fact most people never get their money back. outrageous.

  Business Response

  Date: 05/02/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the caused inconvenience. According to our system a full refund was processed for the order on April 26th. Please find the refund letter attached. 

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

• Initial Complaint

  Date:04/25/2024

  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.

  Crocs had a sale posted as a sponsored advertisement by ******* I clicked the link of the sale and it had a banner on the CEOs website that said 2 for 50 for clogs and sandals. I called to find out how to get this sale because it didnt apply to my cart at checkout. I shared a screenshot. They refused to honor the sale. I reached out through ******** and shared a screenshot of the sponsored link on ******* the direct link to their website showing the sale, and a screenshot of their site, and they wont honor it because it was accessed using a link. I let them know Id be contacting the BBB.

  Business Response

  Date: 05/02/2024

  Hello ****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for any confusion caused by the promotional sale. Unfortunately, the promotion is no longer ongoing. However, if you'd like to place an order, we can process a refund to match the promotional offer.

  Thank you, 

  Crocs 

• Initial Complaint

  Date:04/24/2024

  Type:Product 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 received a pair of Hey Dudes (***** Sox - Light Pink. $37.99. Qty: 1. Size: 8) from my son for Christmas. I need size 9. I got the receipt from my son, included it in the box and mailed it (1/13/24) to the address in ********, **. I asked to exchange size 8 for size 9.On 1/12/24, I emailed them and asked how to initiate a return/exchange. No response. On 1/13/24, I mailed the size 8 shoes back with a copy of the receipt (forwarded to me from my son's email). On 4/3/24, I emailed them because I had not received a replacement in size 9. They responded that they did not receive the return. On 4/6/24, I received an email that they had no records of a return.On 4/22/24, I attached the post office receipt showing a package shipped to ********, **. On 4/23/24, I received an email that they are not taking action to rectify this problem. I am requesting either a full refund ($37.99 plus S/H or a pair of size 9 Hey Dudes (***** Sox Light Pink). My son has his first job and bought me this for Christmas. How sad for him to have it end like this!

  Business Response

  Date: 05/02/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We're sorry for the inconvenience you've experienced. To assist you further, could you please provide the order number associated with the purchase or the name and email used to place the order? This information will help us locate your transaction and resolve the issue promptly. 

  Thank you, 

  HeyDude 

  Customer Answer

  Date: 05/03/2024

   
  Complaint: 21622749
  
  I am rejecting this response because:
  

  **I sent a copy of the original order with the original request for a replacement size. The order is: 

  ORDER SUMMARY
  Order Number: #*******

  The copy of the receipt is included in the email chain/attachments to this complaint. 

  The email address for this order is: ******************

  
   Copied from the email thread containing the original order. 
  ---------- Forwarded message ---------
  From: HEYDUDE shoes <**************************************>
  Date: Thu, Nov 23, 2023 at 3:14 PM
  Subject: Your order has been received! Order #*******
  To: <******************>

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

  Business Response

  Date: 05/16/2024

  Dear ******-

  Thank you for the information provided. We`ve gone ahead and processed a refund for the item returned. Please note that there is also an auto notification sent via email. 

  Thank you,

  Heydude

  Customer Answer

  Date: 05/16/2024

  Thank you for making the agreement to refund the cost of the shoes. 
  

   

   

  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:04/20/2024

  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 was on their website last night look for a gift and I clicked on the add promo code section. The website immediately placed my order without my consent, ability to change the shipping preferences or any other options. emailed within 2 minutes to tell them I was not done with my order, the shipping information was incorrect but their customer service was not open. I received an email this morning telling me that there is nothing they can do. I called their customer service and they said there was nothing they could do. My package is being sent to ********, ****. I live in ********, **. They refused to cancel the order or change the shipping or assist me in any way. It was their websites error and they told me I would have to wait and return it at the expense of my own time and effort. The product has not shipped yet.

  Business Response

  Date: 04/25/2024

  Dear ******-

  Thank you for providing us with your feedback. Based on our records, you have previously contacted our **************** regarding the cancellation of this order, which you indicated was placed by yourself. As our representatives have previously explained, our system does not allow for the cancellation or amendment of orders once they have been placed on our website. This policy is clearly outlined in our FAQ section, and by agreeing to our Terms and Conditions at the checkout, you acknowledged acceptance of our policy.
  We understand that waiting for the order to be delivered only to return it can be frustrating; however, this process is outlined in our policy. Should you have any further questions or concerns, please do not hesitate to contact our **************** team.

  Thank you,

  Crocs

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21602126
  
  I am rejecting this response because: I did not select the option to place the order. I selected a completely different button and your website placed my order without my consent. A glitch in your website is not my responsibility.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:04/15/2024

  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 have 3 pairs of crocs with there tags on them in there bags all in a size 11... I usually fit a size 10 and a half so these run super super super small. These were a gift sent to me.. Im a disabled man that uses a wheel chair part time as I have cancer, hiv, and neuropathy. These shoes help me alot to be able to use my legs and feet BUT I also dont drive. There is no crocs store remotely close to... Well there is one in ******** but I have no way there.. I have unfortunately lost the receipt but the store was willing to exchange them for size 12s but they wont let me send them to them and them send them back and the 1800 number is of now help. I have been a customer of ******************** for over 9 years buying hundreds of dollars of there products all I simply want is a way to exchange these. They have never been worn. I dont really understand why I ended up getting 11s cause my payee said they ordered me size 12s. I got the geometric crocs in black, the geometric crocs in gold and the geometric crocs in silver as I wanted them all really badly. I only make around 900$ a month so having 3 pairs of shoes that dont fit, I cant wear and being given no easy way to exchange them or any store near me having losing over 150 on shoes that I cannot wear is a very big blow to me. I really depend on these shoes and need them. I was wondering if someone at Crocs could help me please. I have to save up for a long time to buy these after my disability check I only ever have ***** dollars left over for a full month after my bills are paid so this is very disappointing to me. If my email hadnt been compromised I would be able to give you more documentation but as I said the shoes still have there tags on them and are BRAND NEW I just want an exchange because they wont let me return them or maybe I could get a gift card for sending them back. I hope someone at Crocs can help me Im not trying to tell a sob story but I need some help Im a loyal customer in a bad position dont know what to do

  Business Response

  Date: 04/25/2024

  Dear *****-

  Thank you for reaching out. As per our Policy and Terms and Conditions, we are unable to process an exchange for an item that was not directly purchased from us. Additionally, as you mentioned not having a receipt for this purchase, none of our stores will be able to facilitate a return or exchange. We regret that we are unable to assist you at this time.
  The best course of action would be to request the individual who gifted you the item to provide proof of purchase, allowing you to proceed with a return or exchange at any of our stores. Alternatively, they may opt to handle the return themselves. Should you require further assistance, please do not hesitate to contact us. We are always available to help.

  Thank you,

  Crocs

  Customer Answer

  Date: 04/25/2024

   
  Complaint: 21580612
  
  I am rejecting this response because: They were bought directly from Crocs and there own stores and managers says that they can do exchanges yet BBB rep won't help there bagged with all there tags on them. This seems unfair especially how much business and loyalty you treat a business they could really care less about you it's all about $$$ you're just another person them. If it was happening to them they feel just as confused, messed over and sorta treated with disloyalty. I find this inconsistent and arbitrary. They could help me if they wanted to they basically just replied with a form letter like a heartless non human AI robot is speaking to an actual human being. It's disappointing and I suppose I'll take my business elsewhere in the future. Won't like I feel really let down by someone I collected items from and had big things to say about them. O well 
  
  Sincerely,
  
  *******************************

• Initial Complaint

  Date:04/15/2024

  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.

  Crocs failure to refund back charged for products that was returned. I have refund receipts from the Crocs store.

  Business Response

  Date: 04/25/2024

  Dear *******-

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We do apologize for any inconvenience caused. We have processed a full refund for you. You will see a refund of $405.90 in 2-4 business days. Please note that some additional time may be necessary for the credit to post to your account depending on your financial institution. Your refund case number is:04480221. Please, find attached the refund letter providing you with the details of the transaction. In case you need further assistance, please do not hesitate to reach out again.

  Thank you,
  

  Crocs

  Customer Answer

  Date: 05/02/2024

  Case ID: ********

  Dear Mr. **************************,

  I'm sorry for the delay in responding. Your emails ended up in my spam folder. I appreciate your help in addressing my issue with Crocs. They mentioned processing a refund on 4/25/24 with a wait time of 2-4 business days. However, I haven't received it yet. I'll give it another week, and if the refund hasn't come through by then, I'll reach out to you for further assistance with Crocs.

  Thank you

• Initial Complaint

  Date:04/10/2024

  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.

  Purchased Balled Pink Croc size 8 women April 1st 2024.I paid $65.52 in total I was only sent an order confirmation email that same day. Tracking #: PBXGAEAF52940108637D Since April 1st there was an update for tracking on April 3rd ( Shipping label created) Then on April 6th it updated saying package not received by first hub or carrierSince April ***** have not received any type of update.April 8th 2024 I call Crocs customer service, they let me know my package was lost by the carriers. I was then immediately put on hold and she took package everything she said- my package was magically not lost but i just need to wait a few days.Thats all that i was told. I was not told an estimated delivery, i wasnt told they will try to contact the carrier to try and rectify the situation. I was basically told to sit and wait for a package that will never come because i was already told its lost. Its definitely lost if i have not received any sort of shipping update other than the slip being created. If i had not called them, i wouldnt have any idea what is going on with my package. Their customer service doesnt do much either.

  Business Response

  Date: 04/15/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience caused. A full refund of CAD ***** for your order has been issued and should reflect in your account within a few days. Thank you for your patience. 

  Thank you, 

  Crocs