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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

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.

    Please enter a valid location.

    • Crocs, Inc.

      500 Eldorado Blvd # 5 Broomfield, CO 80021

    • Crocs

      125 Premium Outlet Drive Suite 125 Monroe, OH 45050

    • Crocs, Inc.

      13601 Via Varra Broomfield, CO 80020-9791

    • Crocs Inc

      4325 Glenwood Ave Raleigh, NC 27612-4532

    • Crocs, Inc.

      300 Tanger Blvd Ste 101A Branson, MO 65616-2461

    Customer Complaints Summary

    • 849 total complaints in the last 3 years.
    • 139 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:04/06/2024

      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.
      Today 4/6/2024 I went to the croc store and returned two pairs of crocs. I bought online and purchased two more pairs of crocs with with the little tags that you can put on the crocs I dont know what theyre called. They didnt have no sign showing how much they cost or anything they had like where you can buy nine and get 4 free. when we started to check out after being there for about an hour because everywhere you look for crocs, they didnt have the sizes for my husband I asked the workers, but most the time the workers were just standing around. but when I went to check out, I told the lady that I had a coupon that I got from when I purchased the other crocs that I purchased online and she said that they wasnt accepting coupons and that they dont know how to put the coupons in with the code but I called before I even came there a couple days ago and they said that they do use coupons so and on the coupon I received it said that you can use in store or online. The coupon they have was one was $15 off $50 or more and the other coupon I had was 25% off your total order. Why is they saying that theyre not accepting coupons and why would crocs give out coupons after purchasing shoes online and give you a coupon saying that you can use online or in store when the workers there wont accept the coupons but they say on the phone that they do.. the reason why I called crocs is because Im disabled and I wanted to know and I didnt want to be embarrassed when I came in there with my coupon when I was returning the crocs I bought online that were too big.

      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 any confusion or inconvenience caused. Please note that if you received a coupon code after an online purchase, it can only be redeemed on our website, crocs.com, and cannot be applied in-store. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:04/05/2024

      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 items online February 17 2024 that was almost 8 weeks ago. I still have not received them.I tried talking to someone through their live chat and no one spoke to me in the chat. This happened more than once. I attached A screenshot with timestamps from one of times I tried. The website says "Orders ship within 2-4 days of order date.Transit time estimated to be 5-6 business days from receipt of your shipping confirmation email.Delivery times to AK, HI, PO Boxes, PR, VI, or APO/FPO/DPO may take longer."They don't say it will take 8 weeks (or longer, since as of today I still haven't received it)

      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. According to the *** tracking number: 1Z6F857YYW74473174 the package was delivered on Thursday, April 11 at 12:15 P.M.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 04/16/2024

       
      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:03/22/2024

      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.
      Hello, In December 2023 I ordered a large order from crocs. I never got my order and they denied my refund claim. Later In December they said they would re ship my order and I never got it. After a month now we are in Jan. I still never got it. After further investigating someone had switched my personal information and they sent the shoes else where in ***********. An agent admitted the mistake and then said they would re ship shoes. After that I got a completely different order that was not mine. I let them know that and they said sorry we will refund you now. After waiting and waiting still no refund, so I emailed again and they said we see here that we issued refund and once again wrong information wrong person wrong card. Now they are once again saying they cant issue me a refund after already saying they would but was their fault for getting order number wrong AGAIN. Upon trying to respond to them now its saying their inbox is full and I cant email them anymore! I called there phone number only to be told no sorry we cant provide a refund even though they stated they would be! I really feel they should take accountability for their errors in this situation.

      Business Response

      Date: 03/27/2024

      Dear *****-

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records a full refund was already processed for you on the 13th of September 2023. Please, find the refund letter along with the reference number attached to this response. Kindly, refer to your bank for further assistance.

      Thank you,

      Crocs

      Customer Answer

      Date: 03/27/2024

       
      Complaint: 21472726

      I am rejecting this response because: That is NOT the same order please take the time to review my complaint and ORDER NUMBER my order is from 12/2023 so how would have I gotten a refund in 09/2023????? PLEASE actually review my complaint! 

      Sincerely,

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

      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 any inconvenience caused. However, according to our records, a reshipment for the order in question (#********CUS) was sent, and the package was successfully delivered on February 27. Please find the attached files for reference.
      Unfortunately, as per Crocs policy, if the shipment tracking status indicates "Delivered" and you are unable to locate the shipment, we regret to inform you that Crocs cannot be held responsible for any loss or theft of the shipment.

      Thank you, 

      Crocs 

       

       

    • Initial Complaint

      Date:03/14/2024

      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.
      This complaint concerns order number 48102113CUS. The order was placed on 29FEB2024 for a total of $61.04.The order was split into two shipments. The shipment I received was missing 2 out of 3 charms and there was no return invoice inside.The package was shipped from Crocs ****** Warehouse, *********************************************************The second shipment in the order was never received, in fact it was never received by *** for shipment. I called customer service which transferred me to a person in ***** who stated they could not hear me. There was no doubt with all the background noise around them. I simply asked for a refund. I was told I would receive an email and a refund in 7 to *********************************************** the refund email. I am a concerned consumer writing this on 14MAR2024. My money has not been returned.

      Customer Answer

      Date: 03/19/2024

      New image submitted on 3/19/2024 as additional evidence. The image is of the order tracking information provided by **** The order was placed on 2/29/2024. *** tracking shows the package was not delivered.

      Customer Answer

      Date: 03/21/2024

      Crocs LLC, gave a partial refund which was based on their order tracking information. What Crocs did not do, was refund the cost of two missing charms and the shipping. I had asked customer support for a full refund. The credit card company stepped in with a chargeback and a consumer protection policy.

      Business Response

      Date: 03/27/2024

      Dear *****-

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Please be informed that the required refund was processed for you on the 19th of March. We are issuing you a refund letter along with the transaction number for your reference. However, it has come to our attention that you initiated a dispute with your bank afterward, despite the refund already being processed. Kindly note that **************** will address the dispute, and you will receive a resolution from your bank.

      Thank you,

      Crocs

    • Initial Complaint

      Date:03/10/2024

      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 went to Crocs in ******* off of Hempstead. The only thing I was told wasnt returnable were the crocs I bought. The charms are wrong and a crocs store in **** mill refused them. Saying they are final sale and they werent. I spoke to ****** and ******* at *******************. They told me to go back to ******************. When this is the closest store to me.

      Business Response

      Date: 03/11/2024

      Hello ****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. If you purchased your Crocs online from our official website, please provide us with your order number, and we will assist you with your return and refund process promptly. However, if you bought the shoes in-store or from a third-party retailer, we kindly ask that you reach out to them directly for assistance with your return or exchange.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 03/12/2024

       
      Complaint: 21413141

      I am rejecting this response because, I havent been conclaves directly. I contacted the store I bought it from and was told the ******************* store was wrong. That store doesnt have a store manager and the team lead is doing whatever. Which is unacceptable. Im contacting corporate for help. For you to tell me contact ****************** is ridiculous  

      Sincerely,

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

    • Initial Complaint

      Date:03/06/2024

      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 returned the order (order #: 46814045CUS) to the business (crocs, **** on February 2, 2024, and the order was received by the warehouse on February 7, 2024 with an email notice informing that my refund should be issued in ***** business days. So the latest date for me to receive my refund should be February 27, 2024. However, I have not received my refund ever since then even though I have called the customer service twice to expedite my case (case no. ********). There's no action taken by the business to give back my money. This type of customer service is extremely disappointing. I need to have my money back and an apology from the company for their delayed response.

      Business Response

      Date: 03/11/2024

      Hello YUZHE, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We have just processed the refund for your order, and it should reflect in your account within 2-5 business days, depending on your bank's processing time. We appreciate your patience and understanding as we worked to resolve this issue.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 03/11/2024

       
      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:02/28/2024

      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 was sold these pair of crocs with missing *******. I was unaware when i bought them that that was the case and I wasn't told by the associates. Given the "all sales final policy" this is really deceiving. I should have been aware that they were not complete and I was charged full price. I should at the very least be given the option to send them back.

      Business Response

      Date: 03/11/2024

      Hello *******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As the shoes were purchased in-store, we kindly ask that you contact the store directly regarding this matter. They will be able to assist you further in resolving the issue and determining the best course of action regarding your purchase.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 03/12/2024

       
      Complaint: 21362094

      I am rejecting this response because:

      I was visiting out of town when I went to that store. I cannot go back. I dont see why you cant contact them and clear it up. 

      Sincerely,

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

    • Initial Complaint

      Date:02/27/2024

      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.
      Date of transaction - 9/18/2023 Description - Crocs Unisex - Child classic platform crocs leopard - size 5 big kid Complaint - shoe is defective - torn strap - with less than six months of wear Crocs website say that they stand behind their product. This is a manufacturer defect. I was told by Crocs customer service that if I sent a picture of defect and original receipt (they were a gift) and they would be replaced. I was then contacted by crocs customer service (************) that they would not be replaced by the manufacturer.Request - a new pair of platform crocs in size 5 or 6 (women's or big kids) in any color

      Business Response

      Date: 03/11/2024

      Hello ******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review.  We have sent you an email to continue the correspondence regarding the replacement of your Crocs. Please check your inbox, and we will be more than happy to assist you further in selecting a suitable replacement. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:02/20/2024

      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.
      Crocs is running a ******** advertisement where they are advertising a Presidents Day sale and misrepresenting the amount of the discounts on multiple pairs of shoes. I reached out directly to their text message customer service and they did not resolve the issue.

      Business Response

      Date: 02/27/2024

      Hello ******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We couldn't find any interactions in our system related to your concern. To assist you, please provide us with details such as your order number. 

      Thank you! 

      Crocs 

    • Initial Complaint

      Date:02/13/2024

      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 paid $7.99 for shipping cost and was *********** would arrive around 02/10/2024. It was picked up by *** and was then supposed to be transferred to **** for final delivery. My package sat still in ********** and has not moved since. I was told by Crocs at first I can either get a refund or have them ****** it. I never got a email comformation about the reshipmenr. I called a second time and was told to wait 24 to 48 hours for delivery and if I dont receive it to call back for a refund. I never got a email conformation. I called back a third time and was told that since I live in ****** delivery will take a few weeks . It does not state that when I made a payment for my item. They said it is written in the *** section of their website. I am frustrated I have been told theee different answers each time I called. I just want my immediate refund for a order I never received.

      Business Response

      Date: 02/15/2024

      Hello *****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We've processed a full refund for $52.85 as per your request. Please note that it may take a few days for the refund to reflect in your bank account, depending on their processing time. Thank you for bringing this to our attention, and we apologize for any inconvenience caused.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 02/15/2024

       
      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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