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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.

      13601 Via Varra Broomfield, CO 80020-9791

    • Crocs

      125 Premium Outlet Drive Suite 125 Monroe, OH 45050

    • Crocs Inc

      1025 Outlet Center Dr STE 30 Smithfield, NC 27577-6033

    • Crocs, Inc.

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

    Customer Complaints Summary

    • 848 total complaints in the last 3 years.
    • 144 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:02/13/2025

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered from Crocs and still have not received my items and the shipment i did receive all the items was not there. I keep contacting people and getting the run around. One of my packages is still waiting to get picked up by **** I have contacted my bank to stop payment.

      Business Response

      Date: 02/13/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards

      Crocs

    • Initial Complaint

      Date:02/10/2025

      Type:Service or Repair 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 chatted with you guys about an order I placed on 12/15 for Christmas delivery but it was never delivered the first ****** I spoke with advise me to wait a few days because sometimes they will still show up so I waited nothing ever came. I chatted with you guys on 12/24 at 7:24 pm and was advised by this customer service representative that they had put in the refund and I would get it in 7 to 14 days but it never happened and nowIve just been getting the runaround all over the place. I have three charges on my account for croc orders, and I do not have any crocs. I didnt receive an order and all the rest have been returned to you guys and I only have a refund for $45.99 and 8.99 between all three of my orders, one is for $58.64. The other is for $91.98 and then last order is $50.30 for a total of $200.92 and Ive only gotten a 50 something dollar refund. This needs to get fixed ASAP or next step is going to be to dispute with my bank. I have included the chat transcript from December to the current ones total refund should be $145.94 is still outstanding

      Business Response

      Date: 02/11/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards,

      Crocs

      Customer Answer

      Date: 02/12/2025

       
      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.

      Sincerely,

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

      Dear *******,

      I am reaching out on behalf of Crocs **** to follow up on your complaint regarding your orders ********CUS, ********CUS, and ********CUS.

      First and foremost, I sincerely apologize for any inconvenience this may have caused. At Crocs, we strive to provide the best possible service to our customers, and your feedback is invaluable in helping us improve.

      Following our investigation:

      Order ********CUS: A pair of Classic Clogs (Color: Varsity Red, Size: M12, Quantity: 1) has already been received at our warehouse with tracking number 1Z6F86039033655103.

      Order ********CUS: Another return for a pair of Classic Clogs (Color: Black, Size: M7W9, Quantity: 1) was received with tracking number 1Z6F86039008895357.

      Refunds for returned items are typically processed automatically if the packing slip is included in the return package. However, I have manually processed these refunds for you to ensure a quicker resolution.

      Regarding order ********CUS, the carriers records indicate that the package was delivered on Friday, December 20, at 10:15 AM in *******, ** (Tracking: 1Z6F857YYW20954997). Per our FAQ policy, if a shipment is marked as Delivered but cannot be located, Crocs is not responsible for lost or stolen packages.

      That said, we understand your frustration and want to make this right. As a goodwill gesture, I have processed a full refund for this order. The refund should reflect in your account within 1-4 business days, though additional processing time may be required depending on your financial institution.

      Please let me know if you need any further assistance.


      Kind regards,
      Diyan Stanchev

      Crocs Back Office Specialist

    • Initial Complaint

      Date:02/05/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I made an online purchase on 01/20/2025 in the amount of $124.99, I paid for next day shipping and then it took two days to be delivered to the WRONG address. It was delivered to another apartment and the carrier told me to contact merchant. I contacted the merchant on 01/22/2025 and they told me they could not process a refund but could process a reshipment which I agreed to because I just wanted my merchandise. Come 01/27/2025 I was sent a "reshipment" email with a case number and was told to check back in with customer service to retrieve a tracking number, I contacted them on 02/05/2025 regarding a shipping update and I was told it was declined and to file a police report. I then asked for a reason and it just was not making sense to me. I understand stolen packages not being covered but this was delivered to the wrong address and then I was told a reshipment was being sent out and have been waiting for that to come, I never went to purchase other Crocs because I was told a reshipment was being sent out. I am frustrated with customer service not helping me with this after telling me one thing after another.

      Business Response

      Date: 02/06/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards

      Crocs

    • Initial Complaint

      Date:02/03/2025

      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 placed an order with crocs online in November 2024 , it was a Black Friday deal. I had ordered 3 pairs of shoes and it totaled to ******. On **** was delivering this shipment. I was given the run around and basically the company said they delivered my package on Christmas Day , which was false. My package was not delivered. I have emails stating I was to get a refund and that my package really wasnt delivered. I never got my refund from crocs so I reached out to my bank to file a claim. Crocs then proceeded to lie to my bank and say that the items where delivered , when in fact they were not. It is not February and I have not received my money back and they are defrauding me and my bank .

      Business Response

      Date: 02/03/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards,

      Crocs

      Customer Answer

      Date: 02/11/2025

      This case has been resolved. 

      Thank you so much!

    • Initial Complaint

      Date:01/31/2025

      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 placed an order with this company for Christmas. They canceled part of the order without informing me. I did not know that part of the order had been canceled until after it already arrived and was missing some of the items. When I called the company to find out when it happened, they let me know that the item had been out of stock and they therefore canceled that part of my order. They were not sure why they did not notify me. This left me without a Christmas present for one person in my family, it being too late to order anything from anywhere else by that point. I asked for a discount and compensation for their mistake and the inconvenience caused. They offered me a discount on a future order and I told them that I would not be ordering with them again and that I thought encouragement to continue shopping with their company after they had made such a large mistake was a poor solution to the current issue. I have been back-and-forth on email with them for more than a month about this issue and the response that I keep getting is that they don't understand what I'm asking for. I can't really understand how this is possible as I feel I have been incredibly clear that what I want is a discount on the order that was already placed and messed up by their company. They continue to say that they look at the order and see that there is already a 15% discount on it, however, that is a regular coupon I used that I received via their email promotions and has absolutely nothing to do with this customer service issue and I'm pretty sure they can probably see that on their end as well.

      Business Response

      Date: 01/31/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards,

      Crocs

      Customer Answer

      Date: 02/01/2025

       
      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.

      The company reached out to me to apologize for the situation and refunded me for the entire order.

      Sincerely,

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

    • Initial Complaint

      Date:01/23/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased CROCS for my family as a Christmas present at the end of August 2024. I order my Christmas gifts early so its not a financial burden during the holidays. I did not open them; I wrapped them. On Christmas Day, when my family opened their gifts, it was found they were the wrong sizes. I called to start the exchange process to obtain the correct size and CROCS said it has been past their 90 day return policy so they will not exchange them. I told them we want them, but just need a correct size. I asked to speak to a supervisor. The *** told me there was not one available but took my phone number and said they would have a supervisor call as soon as they could. I asked for the address to file a complaint and the *** hung up on me. I have four pairs of CROCS no one can wear and the company wont help me at all.

      Business Response

      Date: 01/23/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards,

      Crocs

       

    • Initial Complaint

      Date:01/21/2025

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased wendsday stomp crocs for ***** on 12/31/2024 they mailed them *** tracking number 1Z6F857YYW24698445 *** says something happened and the package is being returned to sender.... *** said I needed to call crocs.... I did this crocs says they really have no liability once they mail the item.... they said if the item returns which according to their own tracking records is happening i never recieved the product they will issue a full refund but only if the shoes return.... they will not mail me my shoes back.... they won't mail me another pair either... they say that I may go online and purchase again while waiting for my refund! I paid them they got their money.... their product never arrived to me.... they have not refunded and have told me that the refund will only happen when the shoes arrive back at the warehouse which is possibly Thursday according to tracking then it will take 7 to 14 days... then possibly another 7 to 14 with my bank... possibly a month or longer to get this resolve.... but mostly why they can not send me shoes again without paying if they know they are returning then why cant they not replace my shoes without me paying again for the items that were not recieved! how do I know that I will get them next order as I did nothing to prevent them from arrival this time!!! Crocs customer service is useless and just says the same thing over and over they have no control on refunds returns lost items or replacements I would like to see this handled and for everyone to be aware that they will do this...it's not fair to ask me to pay again for something I never recieved the first time and already out the money I don't want to be out even more again for items that may or may not come. No offer of a discount or a coupon nothing no help just kept telling me to reorder and pay again I am also a first time online customer sooo this is not a good experience! I feel now I should get a refund and the shoes or the shoes and a discount on a future

      Business Response

      Date: 01/21/2025

      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. A member of our team will contact you in 24 hours.

      Kind Regards

      Customer Answer

      Date: 01/22/2025

       
      Complaint: 22806662

      I am rejecting this response because:  i can not even use the offered coupon in the same shoes and now they are 80 versus the 69 and I believe since I was giving the opportunity to let them make it right the coupon sent is now invalid even though I didn't use it 

      Sincerely,

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

      Business Response

      Date: 01/23/2025

      Dear *******,

      Our records show that the original order was fully refunded, and a coupon code for 50% off was provided for a future purchase.

      Please note that the coupon code is not stackable with other promotions. Since the item in question is currently discounted by 44% on our website, the code will not apply.

      However, the coupon code remains active for use on a future purchase.

      Additionally, as a gesture of goodwill, the item in question was sent to you free of charge.

      Kind Regards,

      Crocs

       

    • Initial Complaint

      Date:01/20/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On December 10, 2024, I bought two pairs of Crocs sandals with a charm online, the Crocs sandals never arrived, only the charm, after December 25 I spoke to them on the phone, they answered me and told me that they were going to put a note in my purchase and that I should wait a couple more days to see if they arrived because they were in a ********** near where I live, they did not arrive, I tried to call several times but they never answered me again, I sent them an email and they answered me saying that they opened a case for my complaint, on December 30 they sent me a message saying that in 7 to 14 business days they would return my money if it was approved, I waited until January 17, 2025 and sent another email asking where my refund was and today they sent me another email saying that they received my complaint and that I should wait again from 7 to 14 business days, it's like just a computer repeating the same email, the amount they have to refund me is $ 50

      Business Response

      Date: 01/21/2025

      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. A member of our team will contact you in 24 hours.

      Kind regards

       

      Customer Answer

      Date: 01/21/2025

       
      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.

      Sincerely,

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

    • Initial Complaint

      Date:01/20/2025

      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 am very upset with the service and how the matter was handled. I received tons of excuses and no actual help. My order was a gift and never arrived to the intended party. I was told I would get a refund by one person and then I kept messaging and everyone was brushing me off.

      Business Response

      Date: 01/20/2025

      Hello *****, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We sincerely apologize for the inconvenience and frustration caused by this situation. Upon reviewing our system, we can confirm that a full refund for your order was processed on November 11, 2024.

      Thank you,

      Crocs 

    • Initial Complaint

      Date:01/19/2025

      Type:Sales and Advertising Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order and it was marked as delivered, but I never received it and the company over chat promised a refund to me and then later on I had to message them to follow up and they said oh no refund will be issued sorry. That is absolutely unacceptable as I did not receive the order.

      Business Response

      Date: 01/20/2025

      Hello *****, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience and confusion regarding your order and refund. Weve issued the refund as promised, and you should see the transaction reflected on your end within a few days.

      Thank you,

      Crocs


      Customer Answer

      Date: 01/20/2025

       
      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.

      Sincerely,

      ***** Ber

    Crocs, Inc. is NOT a BBB Accredited Business.

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