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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

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Crocs, Inc. has 10 locations, listed below.

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    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/10/2025

      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 a product from this company, and when I called customer service to report that my delivery was indeed not delivered or anywhere near the delivery location on any of my neighbors property. The customer support agent said that there was nothing they could do to reimburse me as long as the delivery said delivered, theres nothing they can do on their end. The company they used to deliver the package, which is *** did not even provide a photo and I think its ridiculous and absurd that a company as big as crocs will not reach out to their delivery service they are contracted with to resolve this even though they charge us customers a delivery fee.

      Business Response

      Date: 01/10/2025

      Hello *********,

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience caused. A full refund has been issued for your order, and you should see the funds back in your account withing a few days. 

      Thank you,
      Crocs 

    • Initial Complaint

      Date:01/07/2025

      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.
      Good evening,I purchased Ravelcalw crocs for my niece for Christmas on November 18th and when she tried them on, they are a size too small. The size ordered were her normal size she wears in all crocs. I have been attempting to do a return on your site for several days and have been unable to as it does not direct you to the return form. I reached out to your customer support via chat and spoke with ***** M who informed me that I am not able to return said item. ***** M was not helpful and was borderline rude. ***** M refused to get me a supervisor and also advised me the site was not working properly since the upgrade. No where during the purchase of the item or even in the order confirmation was I told that the item was not able to be returned. I now have an unhappy neice and am very displeased with the customer service that was provided. I am also displeased that I am out of ***** and my niece does not have a Christmas gift because I am not able to return these. The size she needs is not even showing available on your site. I hope you all do the right thing or I will be telling all of my friends, family, and every social media site I have about my experience with you company.

      Business Response

      Date: 01/07/2025

      Hello ******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the frustration you've experienced. You are welcome to return the shoes. Please use the following link to initiate the return process: ************************************************************************.

      Thank you,

      Crocs 

      Customer Answer

      Date: 01/07/2025

       
      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:01/07/2025

      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 placed a order of Jibitz, I only received part of the order, I cannot get in touch with anyone to find out whether the other part of my order is, the chat line said they cannot help me and says order is "delivered" and no one answers to emails and the phone line keeps hanging up on me. I want a refund for the part of the order I have not received.

      Business Response

      Date: 01/07/2025

      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 contact you shortly via email. 

      Thank you,

      Crocs 

    • Initial Complaint

      Date:01/06/2025

      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 ordered 2 pairs of Crocs on 12/12/2024. I have yet to receive them. **************** wont refund or tell me where my package is. They told me contact the postal service office. I didnt purchase them from the post office. I just want my product that they received money for or my money back.

      Business Response

      Date: 01/15/2025

      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. After reviewing the tracking information for your order, it appears that the package has been lost in transit. As a result, we have processed a full refund for your order. 

      Thank you,

      Crocs 

    • Initial Complaint

      Date:01/06/2025

      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.
      Hello. I bought 1 pair of crocs flip flops and 1 pair of recovery slides from ******* in October and the slide broken in December and now the flip appears with crack just this week. We have sent them email about the slippers on Dec 7, after a few email exchange, they said they only cover purchase with with them directly. Their reply on Dec 19 2024 Hi ********,We're happy you contacted us and would love to help you be comfortable in your own shoes.Please accept our sincere apologies for any inconvenience caused. Since you purchased your item on *******, I would suggest contacting them regarding your concern because we are now unable to process a warranty replacement for the item that was purchased any third parties. As much as I would love to help you on this matter, however, we really need the order number that came from our official Crocs website before we proceed. To check if it is still under warranty as well. The crocs came from us, but since you ordered them on *******, they are responsible for assisting you with your concern.Thanks again for reaching out, please let us know if you have any additional questions. Kind Regards,*** *. | Customer Service Representative

      Business Response

      Date: 01/06/2025

      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 contact you shortly via email. 

      Thank you,

      Crocs 

    • Initial Complaint

      Date:01/02/2025

      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.
      ridiculous customer service. i ordered Christmas gifts in November. items shipping on 12/06. as of 01/02 i have not received them. they have been lost without being scanned by **** since 12/16. original estimated delivery was 12/24. i have spoken with CA twice and initiated a refund request and they have told me they cant refund me until the package is lost for 5-6. despite the package being lost for *********************************************************************************************

      Business Response

      Date: 01/03/2025

      Hello *********, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience caused. A full refund for the order was processed. Please allow a few business days for the transaction to reflect on your account. 

      Thank you,

      Crocs 

      Customer Answer

      Date: 01/07/2025

       
      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.

      i have not yet received the refund  


      Sincerely,

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

    • Initial Complaint

      Date:12/31/2024

      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.
      Order wasn't delivered due to driver error so they were sent back Parcel was received dec 3rd I have proof that they were received I've waited longer then 7-14 buisness days for a refund This case has been escalated twice ?? no refund yet You sent me an email stating the money was sent back to my financial institution which wasn't true as this purchase was made with ******...

      Business Response

      Date: 01/02/2025

      Hello ***,

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. To assist you further, could you please provide the order number? This will help us look into your case and resolve it promptly.

      Thank you,

      Crocs 

    • Initial Complaint

      Date:12/23/2024

      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.
      Dear Better Business Bureau,I am filing a formal complaint against Crocs regarding an undelivered order and their refusal to issue a refund despite clear evidence of negligence on their part. Below are the details of my experience:Order Details:Order Date: December 11, 2024 Items Ordered: Two packs of Crocs LED Holiday Lights (5-pack)Total Amount Paid: $41.50 (including shipping fee)On December 11, 2024, I placed an order through the Crocs website to ensure the items would arrive before Christmas. On December 16, 2024, I received an email confirming that my order had shipped via *** for delivery by *****On December 21, 2024, I checked the tracking information and discovered that *** had returned my package to the sender on December 20, 2024. The reason provided was that my apartment number was either missing or incorrect. I reviewed my order confirmation email and verified that I had included the correct apartment number during *********** investigate further, I contacted *** customer service on December 21, 2024. The representative informed me that, based on a picture of the shipping label, Crocs failed to include my apartment number on the label. As a result, my package was undeliverable and returned to Crocs.On December 23, 2024, I contacted Crocs customer service to request a refund. Despite providing proof that the order was never delivered and was returned due to an error on their part, the representative refused to issue a refund.This situation is unacceptable. Crocs' negligence caused my package to be undeliverable, yet they refuse to refund the total amount I paid, including the shipping fee. This lack of accountability is both frustrating and unprofessional.I am requesting the Better Business Bureaus assistance in resolving this matter. My desired resolution is a full refund of $41.50, which includes the cost of the items and the shipping fee.

      Business Response

      Date: 12/23/2024

      Hello Kharisma, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience you've experienced with your order. After reviewing the details, weve processed a full refund of $41.50 for your order. Please allow a few business days for the refund to reflect in your account.

      Thank you,

      Crocs 

      Customer Answer

      Date: 12/23/2024

       
      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.

      Thank you

    • Initial Complaint

      Date:12/22/2024

      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.
      I put in an order with this company on 12/2 and there was only a confirmation email sent.After the purchase there was nothing else emailed to me no tracking information nothing.the company also charged me an 8.99 shipping fee when it was supposed to be free when spending ************************************************************************** a refund.then I called the company again to see where my order was and they couldnt tell me the representative told me he didnt have an estimated arrival date it was coming in the next week after Im like okay then after that I called the company back asking for my refund for my items I never received the company agreed to the refund in which I still never received I called and spoke to a representative and they said that it got submitted to the back office and that would have to wait for an *********** I hung up Im still sitting here waiting for my refund and without my items Im appalled at this companies **************** ethics its horrible I want my refund ASAP

      Business Response

      Date: 12/23/2024

      Hello ******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience youve experienced with your order. As a one-time courtesy, weve processed a refund for the package that was marked as delivered but not received. Please allow a few business days for the refund to reflect in your account.

      Thank you,

      Crocs 

      Customer Answer

      Date: 12/23/2024

       
      Complaint: 22722119

      I am rejecting this response because I have called the company on numerous occasions  3 or 4 times for different issues and now the refund and nobody from customer service knows anything theres huge language Barriers in which the customer representatives dont understand you verbally and all there telling me is that your refund is being processed and it went to the back office were going into two weeks now whats the reason for such a long wait meanwhile the 8.99 shipping fee was refund 2 days later. The hold times are unreasonable and the company is so unorganized. 

      Sincerely,

      ****** *****

    • Initial Complaint

      Date:12/22/2024

      Type:Customer Service 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 a purchase for ********** Crocs. My son wore them twice and the printing wore off of them. I contacted crocs and they said they would issue a refund on 3 different occasions. The order number is ********CUS. The refund case number is ********. I have still not gotten a refund. It has been weeks since promised.

      Business Response

      Date: 12/23/2024

      Hello ******,

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience. A refund was processed on December 16th, and you can find the refund letter attached for your reference.

      Thank you,

      Crocs 

    Crocs, Inc. is NOT a BBB Accredited Business.

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