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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, Inc.

      29 Edgewater Ln Marion, MA 02738

    • Crocs, Inc.

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

    • Crocs

      125 Premium Outlet Drive Suite 125 Monroe, OH 45050

    • Crocs, Inc.

      2200 Tanger Blvd Ste 730 Washington, PA 15301-7921

    Customer Complaints Summary

    • 853 total complaints in the last 3 years.
    • 142 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: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.
       
      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,

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

      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 

    • 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.
       
      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,

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

      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 

    • 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.
       
      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,

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

      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 

    • 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.
       
      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,

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

      Business Response

      Date: 02/15/2024

      Hi ****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We've processed a refund for the $7.99 shipping fee 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 

    • Initial Complaint

      Date:02/09/2024

      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.
       
      Complaint: 21268966

      I am rejecting this response because: I was put in do not contact list for no apparent reason by employee that I initiated the first communication with.

      Sincerely,

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

      Business Response

      Date: 02/15/2024

      Hello *********, 

      Thank you for your feedback. We sincerely apologize for the inconvenience and frustration you experienced with our customer service. We regret any misunderstanding or rudeness you encountered during your interaction with our representative. Rest assured it has been escalated to the appropriate department for review.  Per your initial concerns, according to our records, the replacement was successfully delivered. We appreciate your patience and understanding throughout this process. If you have any further questions or concerns, please don't hesitate to contact us.

      Thank you, 

      Crocs 

      Business Response

      Date: 02/28/2024

      Hello *********, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Per policy, if the shipment tracking status shows "Delivered" and you are unable to locate the shipment we apologize for the inconvenience, but Crocs is not responsible for the shipment becoming lost or stolen. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:02/07/2024

      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 an order for some white **** Clogs on Feb 2nd, ****. I spent a total of $44.89. I requested a refund because my order never arrived to me but was marked as delivered. I was told to contact after 48 hours if my order still hadnt arrived after the delivery date. When i contacted again after 48 hours, i was Told that a refund was processed and it was successfully processed. Then when i went to check on the status because i hadnt Recieved a email refund confirmation, i was Told that the refund was REJECTED for no reason at all. I want a REFUND for my missing order since i was Told i would Be getting a refund and that the refund was successfully processed. I was Told 3 different things and Im extremely disappointed with my experience with this order

      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 want to assure you that a refund for your missing order was indeed processed on February 7th, ****, at 17:04:46 CET. We apologize for any miscommunication or conflicting information you received.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:02/06/2024

      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.
       
      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,

      ***************************I honestly don't care about the $3 but the principle of them NOT having an exchange policy except in stores which are few and far between and not returning taxes on an item that I am not keeping just makes me angry. I have attached my first order, my return receipt and my new order. I am not asking for the shipping from my first order, just the taxes paid.I would like the $3 I paid in taxes back.

      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 want to assure you that a refund for $52.99 (returned item + taxes) was processed on 2024-02-01 06:03:53 CET. We apologize for any miscommunication or conflicting information you received.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:01/31/2024

      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 have not received this refund and I don't have a card that ends with the number listed on the letter. I have not been refunded AT ALL!!!  This is a lie. They must have refunded someone else. They offered multiple different dates of the refund, multiple different totals for the refund. The letter says 12/1.  But my dispute for the refund was after 12/1 and I was told it was refunded 1/10.  This is not adding up and I have not been refunded. me $126.41, then she told me a manual check would be sent for $23.21, yet keep in mind the refund was already issued on 1/10, all while the dispute is still under review. This is unreal.

      Business Response

      Date: 02/06/2024

      Hello ********, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Our records indicate that you returned two out of the three items from your purchase, resulting in a total refund amount of $103.17. This refund was processed on December 23, 2023, at 16:09:24 MST. Please see the refund letter attached. 

      Thank you, 

      Crocs 

       

      Business Response

      Date: 03/11/2024

      Hello ********, 


      Upon further investigation, we can confirm that the refund was processed on December 23rd, as indicated in the refund letter. Please note that the order was paid with Apple Pay and the refund letter is not supposed to show the last few digits of your actual **** card. It is instead showing the last few digits of the Device Account Number. Whenever you add a payment card to Apple Pay, that combination of card and device is given a unique Device Account Number. We recommend reaching out to your bank, with the *** number we provided, for further clarification on the status of the refund.


      Thank you, 
      Crocs 

      Customer Answer

      Date: 03/11/2024

       
      Complaint: 21227610

      I am rejecting this response because: There were two separate refunds. The refund in question was supposedly processed in January. I have attached ALL of my transactions from my Apple Card for the month of December.... NO refund to account for at all. it's insane to think there has be ongoing proof by way of text message with the company, and responses from the company employee's stating the refund was not coming until Jan or Feb, but I am being told it was processed in December this simply is NOT true. All I want is the money I am due. They have no proof, they just keep telling me to call my credit company of the bank, this is not sufficient. The bank or card company can't tell me anything about a transaction that was never processed. 

       

      I have NO transaction on my apple card for Crocs, so how the heck did the process a refund to a card there is no connection to??? This is insane. 


      Sincerely,

      Shandias ******

    Crocs, Inc. is NOT a BBB Accredited Business.

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