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.

  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

  4325 Glenwood Ave Raleigh, NC 27612-4532

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:06/11/2025

  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 placed my order on the crocs website June 2nd 2025. Order number ********CUS. I was given my tracking number and there has been no product delivered to me. I placed another order on the same website on June 6th 2025 and that package was delivered June 9th 2025. When I tried to get help 3 times no one is answering me or helping me find my package I have screenshots of one of the chats and you can see that they left me for almost an hour with no help. I feel like they robbed me and now no one wants to answer for my missing items

  Business Response

  Date: 06/12/2025

  Hello Ariana, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're very sorry for the delay and the frustration you've experienced. We've checked the order in question, and according to ****, your package is Out for Delivery today, Thursday the 12th, between 10:00 AM and 2:00 PM.
  Tracking Number: 9200190383434302131657
  
  Thank you,

  Crocs 

• Initial Complaint

  Date:06/11/2025

  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 two pairs of Crocs on May 7, 2025 with a "Spend $75 Save $15" ************* of the items was the wrong size, for honestly, I did not realize the size chart put women's sizes first, so I mistakenly chose W11 (women's 11), though the other pair I purchased was M11 (men's 11).Even if the size was correct, the second pair was cheap quality (Crocs on the Clock Work Slip-On) and I would have needed to return the item anyway.Bottom line is the options to return became another issue.I chose to go to the store on 34th in ********* since that is the closest Crocs' location from my residence in *****, ***Crocs online failed to mention that the stores do "not" honor online pricing, sales, therefore I could "not" exchange the pair for another pair of "Bistro Pro Literide Work Clog.The female store representative "seemed" almost happy to tell me "no" regarding online/offline promotions. While a male store representative apologized and even took the time to explain to me the reality of Crocs online versus offline. Croc stores do "not" honor online prices or promotions, therefore I lost the "save $15" because my purchase went below $75 due to my return, despite the good cause for said return.And if I wanted to purchase the Bistro Pro Literide Work Clog, I would "not" be eligible for any promotion. Worse, the price for the same clog was a minimum $10 more than online.Crocs should be required to warn customers of the "fine print" to avoid such problems, plus I lost $5.80 in round-trip transportation to go to the store via NYS mass transit. Not to mention over two (2) hours travel and in-store drama wasted while Crocs sits back and earns billions of dollars a year, if not a year globally.

  Business Response

  Date: 06/12/2025

  Hello *****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're very sorry for the inconvenience you experienced, including the sizing issue, return difficulties, and confusion around in-store policies. As an apology and to make things right, we've refunded the remaining amount from your order. Please allow 15 business days for it to reflect on your end.

  Thank you, 

  Crocs

• Initial Complaint

  Date:06/05/2025

  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.

  The ***** pro crics have zero breathability, and caused me to get athletes foot. And crocs is trying to ignore me. I want to return the shoes for a refund. And it *****, because i got a gajillion compliments on the **** ***** crocs. But I cannot have fungus in my feet. My feet look awful. Attaching the emails.

  Business Response

  Date: 06/09/2025

  Hello ******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Were sorry to hear about your experience. Upon reviewing your account, we see you placed two orders that included the ***** Pro Crocs. Both orders have been fully refunded, and weve also sent a replacement pair at no cost. Theres no need to return the worn pairs, as the refunds have already been processed.

  Thank you, 

  Crocs 

  Customer Answer

  Date: 06/17/2025

  Hello Brandy 

  I never got an update before today, nor did I have a chance to respond. This business is lying. They absolutely ignored me. They didnt refund anything, nor replace anything.  They only offered me 20% off a future order. Meanwhile, im still only able to wear 2 pairs of shoes, because athletes foot is difficult to get rid of. And I absolutely got it from wearing the non breathable (no hole) crocs. I never had it before, in 37 years. 

  In any event, can you please reopen this? I never received a prior email with the ability to post an update. 

  Regards,

  ****** "Marjani" Salahud-Din

  ************ 

  Business Response

  Date: 06/17/2025

  Hello ******,

  Thank you for your message! Order ********CUS was fully refunded on April 23rd. Order ********CUS was partially refunded on April 26th, and we've just refunded the remaining amount of $87.79. Both orders have now been fully refunded. Please allow a few days for it to reflect on your end. Please note that we dont accept returns for worn items, so please dont return the shoes.

  Thank you,

  Crocs 

• Initial Complaint

  Date:06/04/2025

  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 have contacted crocs and requested, six separate times, they stop all contact. I have unsubscribed my email three times. I - again - called crocs today and was told there is no way to remove my information. I have been notified by my bank that crocs also still has my credit card information. I ordered from them one time. The shoes were awful, the people in their local store, where I returned the shoes, were rude and disinterested. I do not know how many other ways I can tell crocs to remove my information and stop all contact.

  Business Response

  Date: 06/05/2025

  Hello ******,

  Thank you for your request, please submit your request for data erasure to ******************************************************************************** .
  
  Thank you,
  Crocs

  Customer Answer

  Date: 06/16/2025

  I reject crocs response.  I cannot fathom why the company, crocs, is refusing to stop contacting me. I have tried to remove my account via their website and by calling their "customer service" but they still insist I continue signing into their website or calling their "customer service"!  If my information is not completely removed immediately, I will pursue other true legal, governmental and civil avenues. I will also use every public venue available to tell others of my horrible experience with crocs.

  
  
  

  Business Response

  Date: 06/16/2025

  Hello ******,
  
  Thank you for your message! To request data erasure, please submit your request through the following link: ********************************************************************************.
  If you no longer wish to receive marketing or automated emails from us, you can click the Unsubscribe link located at the bottom of any of our emails.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/16/2025

   
  Complaint: 23418982
  
  I am rejecting this response because:  I HAVE TRIED TO DELETE MY ACCOUNT, UNSUBSCRIBE AND HAVE MY INFORMATION PERMANENTLY REMOVED. THIS IS PURE NONSENSE AT THIS POINT. The links provided by crocs DO NOT WORK AND THEY REFUSE TO REMOVE MY INFORMATION. I cannot fathom why the company, crocs, is refusing to cease contact and delete my information. I have tried to remove my account via their website, links and by calling their "customer service" but they refuse. If my information is not completely removed immediately, I will pursue other true legal, governmental and civil avenues. I will also use every public venue available to tell others of my horrible experience with crocs. Maybe someone will be spared this pathetic play to manipulate personal information. I hold crocs fully responsible. End of statement. 
  Sincerely,
  
  ****** ***********

  Business Response

  Date: 06/16/2025

  Hello ******, 

  The link previously provided directs to our privacy policy. To directly request the deletion of your personal information, please use the following secure form:
  ********************************************************************************************************************

  
  Thank you,
  Crocs

• Initial Complaint

  Date:06/03/2025

  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 went into an outlet location in **********, **** and I bought a lot of charms and did not pay attention to what was scanned, and got home and found 4 of my charms not in my bag but charms I never even purchased. I tried to return the four I did not purchase and get the ones I did. The one I did purchase I had the receipt and the assistant ******* declined to refund and replace my items. I told her I did not live by the store and she only offer to look at cameras the next business day when the ******* came because she does not have access. I told her you are going to be argumentative over ***** worth of charms? The ******* also declined letting me exchange charms I had no receipt for. The entire time I was in the store she followed me around the store. I purchased more charms and she marked my reciept "final sale". I exchanged a few charms and bought different ones for the ones I picked out since she declined to refund or place my missing items. I felt very violated and like I was a criminal. She later declined to call another store for a size I was looking for. She said it was against policy to call other stores, to refund missing items, to let you exchange without a receipt. The lack of uncomprismising was relentless. I did not like this Asst ******* communication and following me around the store. I don't believe anything she said and I hope she is removed from her position because the behavior is unacceptable.

  Business Response

  Date: 06/04/2025

  Hello *******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. A member of our team will be reaching out to you via email shortly to resolve this issue and ensure you get the assistance you need. 

  Thank you, 

  Crocs 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23415984
  
  I am rejecting this response because: I rather wait to hear from the company then accepting I might hear from them. Nothing was addressed in the company reply. Nobody called or email so until so I want to leave my complaint open. 
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 06/05/2025

  Hello *******, 

  Weve sent a follow-up email to the email address provided in the BBB complaint. Kindly review and reply to that email so we can assist you further.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/05/2025

   
  Complaint: 23415984
  
  I am rejecting this response because: I will review and get back with you on BBB
  
  Sincerely,
  
  ******* ****

  Customer Answer

  Date: 06/09/2025

  I want my case reopened as you are not giving the company time to reply. Were in communication and Im asking for resolution but that wont happen if youre interrupting the process. I have the right to wait to see this through and them acknowledging my complaint is all that has occurred. They said theyll be in contact, allow that to happen. Me reply. Resolution to follow. If not forward me your supervisor.  I will call if this is not open back by end of business today. 

  Business Response

  Date: 06/09/2025

  Hello *******, 

  Thank you for your patience!  Wed like to inform you that the replacement order for the Jibbitz has been shipped, and the *** tracking number is 1Z6V62801358238800.
  Delivery is expected within 13 business days. 

  Thank you,

  Crocs 

• Initial Complaint

  Date:06/03/2025

  Type:Customer Service 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.

  My family and I drove an hour to ************************* to take our kids summer shopping. We went into the crocs store and purchased two pairs of Crocs. One was the new Sonic crocs, and the other is the Lightening McQueen crocs that light up. My daughter wore the lightening ******* crocs twice before the left shoe light became stuck on (in red) and will no longer light up when she stomps. The shoes were $75 bucks, so we are hoping to get more wear than 2 times. I took the day off and drove back to the store just to be told that because the shoes are worn, I would need to contact customer service. They were very polite, just said it is out of their hands, and it is a manufacturing problem, and they see it often. Frustrated that I didn't call the store first before wasting 3 hours of my day, I drove home. Right now, I am on the phone with customer service, and they are telling me to go back to the store. That they only handle online orders. I simply asked for another suggestion since I've already done that, and the person on the other end was extremely rude and kept asking for my online order number. The customer service *** I am speaking to is ***** said they cannot provide any more identifying info besides their name, and they refused to allow me to speak with anyone else. I am not driving back to the store again, I live an hour and 6 minutes away.

  Business Response

  Date: 06/04/2025

  Hello ******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're sorry to hear about the frustrating experience youve had. A member of our team will be reaching out to you via email shortly to resolve this issue and ensure you get the assistance you need.

  Thank you,

  Crocs 

  Customer Answer

  Date: 06/06/2025

   
  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.

   

  they said they would be contacting me
  
  Sincerely,
  
  ****** **********

• Initial Complaint

  Date:06/03/2025

  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 by Croc's from the croc's store through ******* on 05-28-2025 ; I received them in the mail and the shoes say they are both size 8, however, they are physically very different lengths. I reached out to ****'s since it was a manufacturing error and they said they don't warranty things not purchased from their site even though they were the seller on ******* that I purchased from and its a manufacturing error. In the attached transcript the crocs *** even acknowledged the shoes are different sizes but won't do anything about it.

  Business Response

  Date: 06/04/2025

  Hello Alexa, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. A member of our team will be reaching out to you via email shortly to resolve this issue and ensure you get the assistance you need.

  Thank you,

  Crocs 

• Initial Complaint

  Date:05/21/2025

  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 a pair of crocs through TikTok shop and it is crocs TikTok shop. You made a defective item, completely injured and cut my foot. I have had many pairs of crocs and never had an issue. These are mismatched in the sizing. I am injured. I told tiktok and they said because I wore them I could not return them and to contact CROCS! So I sent receipt/pictures of my injured foot. They said send us pictures and your receipt and all the information and I sent everything. They ignored me. so I contact again through the website text messages and they said oh because its from TikTok you have to return it to TikTok. I wore them so I cannot return it and now I am injured. Crocs made the defective item not tiktok. It is crocs tick-tock so they continue to ignore it and my injury. ****** Mediado from Crocs continues to harass me. He emails me and ask for the receipt and then once I send it he says oh its from tiktok. ****** has done this 5 times. Same email. Same reply. I told them return the shoes, refund me, and now they can pay for my permanent scarring also. I have been asking for months. ****** has emailed me harassing me for months.

  Business Response

  Date: 05/21/2025

  Dear ******,

  Thank you for your feedback. Please rest assured that it has been escalated to the appropriate department for review.

  We apologize for any inconvenience this may have caused. A full refund has been issued for your order. Kindly note that we do not require the item to be returned.
  

  Kind regards,
  -Crocs 

  Customer Answer

  Date: 05/21/2025

   
  Complaint: 23357940
  
  I am rejecting this response because this is a lie. There is no refund to my credit card or tiktok. 
  
  Sincerely,
  
  ****** *******

• Initial Complaint

  Date:05/15/2025

  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 5/1/2025, I purchased an item in-store at Crocs for ***** and later attempted to return or exchange it through their website. The receipt directed me to ************************** for the full return policy, which clearly states: Returns can be made in store for a refund to the original form of payment or online at **************************. The policy does not distinguish between in-store and online purchases regarding return method.When I contacted Crocs customer service to request a return label (as described in the online policy) or an exhange, they refused, stating that in-store purchases are not eligible for online returns. However, this restriction is not stated anywhere in the return policy or on my ********** product is unused, unworn, with tags still on as per the return policy.

  Business Response

  Date: 05/15/2025

  Hello ***, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Our online return policy applies specifically to purchases made on **************************. Unfortunately, were unable to provide return labels for items bought in-store. However, you're welcome to return or exchange your item at any Crocs retail store - just give them a call ahead of time to ensure they can accommodate your request.

  
  Thank you,
  Crocs 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23332397
  
  I am rejecting this response because:

  Unfortunately, it does not resolve my concern. The receipt I received with my in-store purchase explicitly directs customers to ************************** for the full return policy. The return policy on the Crocs website states:

  "Returns can be made in store for a refund to the original form of payment or online at **************************."

  At no point does the policy specify that online returns are limited to online purchases. The policy applies broadly to unworn items returned within 45 days and explicitly offers online returns as an option.

  
  By directing in-store customers to ************************** for the complete return policy, and then denying those same customers access to the advertised online return process, Crocs creates a misleading and inconsistent customer experience. If the company intends for different policies to apply depending on where the purchase was made, that distinction needs to be clearly stated in both the in-store receipt and the online policy.

  
  My request remains simple: honor the return policy as publicly presented and provide a prepaid return label so I may return my unworn item within the stated 45-day window.
  If Crocs internal interpretation differs from what is publicly posted, I respectfully ask the company to either honor the written terms or update its policy language for clarity and transparency going forward.

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

  Customer Answer

  Date: 05/15/2025

  Hi ******,
  
  Thank you for facilitating the communication regarding my recent case with Crocs. 
  

  Id like to request that the case be reopened, as the companys response did not address the primary issue I raised. My concern is that the in-store receipt clearly states that the full return policy is located on **************************. That online policy makes no distinction between in-store and online purchases when outlining eligibility for returns by mail. Crocs is applying an exclusion that was never disclosed at the time of purchaseeither on the receipt or in-store.
  

  Their reply did not engage with this issue and instead restated a policy without acknowledging the inconsistency between the receipt and their enforcement of returns.
  

  Thank you for considering a reopening of this case.
  

  Best regards,
  Ben
  

  
  

  Business Response

  Date: 05/15/2025

  Hello ***, 

  Thank you for your feedback! Well forward your comments to the appropriate team for review, to see how we can better clarify the return policy and prevent any similar confusion in the future.

  Thank you,

  Crocs 

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23332397
  
  I am rejecting this response because:

  Crocs failed to directly address my complaint and instead offered a vague assurance that my comments would be forwarded for review. This is not a resolution.

  The in-store receipt explicitly directs customers to ************************** for the full return policy, which clearly states that returns can be made online or in-store without differentiating by purchase method. Despite this, Crocs refuses to issue a return label for my in-store purchase, contradicting their own stated policy.

  I am still seeking a clear and proper resolution.

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

  Business Response

  Date: 05/15/2025

  Hi ***,
  
  Thank you for your continued feedback. While our policy states that returns can be made in-store or online, the online return process including return labels applies only to purchases made on **************************. As seen on our website, initiating a return requires an online order number, which confirms the process is for online purchases only. Were unable to issue return labels or process refunds for in-store purchases through our online system. Your comments have been shared with our team for policy clarity review.

  Thank you,

  Crocs 

  
  

  Customer Answer

  Date: 05/15/2025

   
  Complaint: 23332397
  
  I am rejecting this response because:

  Nowhere in the return policy language, either online or on my receipt, does it state that the online return option is exclusively for purchases made on **************************. The policy reads: "Returns can be made in store for a refund to the original form of payment or online at **************************."

  If initiating an online return requires an online order number, that should be made explicitly clear in the policy. As it stands, this requirement only becomes apparent after attempting to initiate a return placing the burden on the customer in a way that is predatory and misleading.

  I appreciate that youve shared this with your team for clarity review, but in the meantime, Im still left without a way to return the item despite being within the return window and having followed the published policy. 
  

  Thank you,

  Ben 

  Business Response

  Date: 05/16/2025

  Hi ***,

  Thank you for your feedback. I understand your concerns, and Ive shared them with our team for review. However, as previously mentioned, we cannot process returns or refunds for in-store purchases via our online system. Please note, Crocs reserves the right to change this Return Policy at any time, and were working to ensure clearer communication moving forward. Thank you for your understanding! 
  

  Thank you, 

  Crocs 

  Customer Answer

  Date: 05/16/2025

   
  Complaint: 23332397
  
  I am rejecting this response because:****

  I understand that your current system doesnt allow processing returns for in-store purchases online. However, both the return policy on my receipt and the version published online state that returns can be made either in-store or online with no mention of restrictions based on purchase location.****

  If your system cant accommodate this, thats a limitation on your end, but it doesnt change the return terms I agreed to at the time of purchase. Im simply asking that you honor those terms so that I may purchase a pair in the proper size.****

  Best,
  Ben ****

• Initial Complaint

  Date:05/12/2025

  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.

  Ordered April 20. $59.32 total.I ordered the wrong size. I knew this might happen so I checked the return policy beforehand. It said I could return in store and click here for the locations. The locations include ******, SoftMoc, Footlocker, etc. I went to the mall and none would accept them. They said they dont know why Crocs advertises this. People often try to return to them. This useless trip to the mall is 1.5hrs of useless driving. I called customer service from the mall to clarify the policy. They told me it had to be a specific crocs store (not outlet). In all of ******, theres exactly 1 store I was told. It happens to be in a rural area. So why is this advertised as an option with a list of many other stores? This is false advertising. I would not have ordered from crocs had I know the reality of the return policy. Now they want me to pay for return shipping, after I spent time running around, on the phone and writing messages and emails all bc of their mistake. This is very unprofessional, and also a shady business practice. I wrote 2 emails since the first ignored the question and was told I had to pay shipping to return. I want my order refunded.

  Business Response

  Date: 05/13/2025

  Hello SOPHIE, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Were sorry for the confusion and inconvenience youve experienced. Our store locator includes all locations that sell Crocs products, but as stated in our return policy, returns can only be made at an official Crocs-owned retail store. Please see the attached policy for further clarification. We understand how this situation has caused frustration, so we've sent you a free return label via email to make the return process easier.

  Thank you,

  Crocs