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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/21/2024

      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.
      I placed an order. It was delivered to the wrong address. As you can see on the delivery photo its clearly not my address nor is it the door. I tried making a complaint with *** the sender blocked me from doing so. Its Xmas time I just want my money back to my acct. And I would also like compensation on this cause this people are being an a** about it and it clearly shows this isnt right. When I called the first time is said its was being refund but I never received an email about it

      Business Response

      Date: 01/08/2025

      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 the delivery issue. After reviewing our records, we can confirm that a full refund was issued for your order.

      Thank you,

      Crocs

    • Initial Complaint

      Date:12/20/2024

      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.
      Crocs has the WORST customer service Ive ever experienced First I was ignored by their text to chat customer service. Then in a live chat the agent kept asking how they could help me. After I told them multiple times what I needed help with and answered all their multiple choice questions that would help solve the problem The problem being I made my order 12/5 and was given a delivery date of the 17th. After waiting a couple days and no package I went to check again and the delivery date had disappeared and is being reported by *** as delivered to ****. **** says they are still waiting on the package from ***. After typing this multiple times and being in a live chat from 9:00 until 9:50 the only thing the agent could tell me was to be patient. The package should arrive by next Friday

      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 and the frustration caused during your interactions with our customer service. It appears that your package may have been lost in transit. As a resolution, **** issued a full refund 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

       
      Complaint: 22716998

      I am rejecting this response because:

      Sincerely,

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

    • Initial Complaint

      Date:12/20/2024

      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.
      On 12/12/2024 I purchased two pairs of crocs for $50.00 during the ************************ special, plus $8.99 for delivery, and $3.75 for taxes. The total paid was $62.74.On 12/20/2024, I received the package containing only one pair of crocs (Received: Baya Marbled Clog). Missing is the Baya Glitter Clog.On 12/20/2024, I contacted ************************ to ask about my missing crocs. I was informed by the customer service representative that my missing second pair of crocs is coming separately for delivery tomorrow. I asked for the new tracking number. The representative said she would provide it to me in about 5 minutes. Five minutes later, I was provided the tracking number for the delivery that occurred today, which is missing the 2nd pair of crocs. I believe she actually lied to me in order to get me off the phone. These crocs were a Christmas gift for my daughter. I think this company is not reputable, and are running specials and not delivering especially during the holiday.Information: Order #********CUS (2 for $50 promotion)Received: Baya Marbled Clog Missing: Baya Glitter ******** #1Z6F857YYW21750188 with final delivery by **** #**************************

      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 caused by the missing item in your order. We have processed a refund for the missing Baya Glitter Clog, and the refund letter is attached for your reference.

      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 the company does not need to refund me the cost of the missing crocs since an additional package arrived the next business day with the missing item.  Unfortunately I was unable to amend my BBB complaint once the missing pair of crocs was received.

      My order has been fully received.  No refund is due to me.

      Sincerely,

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

    • Initial Complaint

      Date:12/18/2024

      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.
      This is a complaint that deals with DECEPTIVE ADVERTISING by **************************** *********** states you can return your Crocs into any Crocs store but I was denied my return in store. I ordered Crocs on 12/5/2024 in the total of $348.98. Order is attached. On the website it says "Returns can be made in store for a refund to the original form of payment or online at **************************". I have included a screenshot of the policy online. So I hit the return button and was given a slip to bring in to the store to return. I have included this slip that clearly states "take this slip with you to the store."However, I went into the store on 12/18 and I was told "The amount of your return is too much to return in store. Our store can only accept returns up to $250." It does not state anywhere that stores have limits to take returns. I went outside of the store and called Crocs **************** at **************. I talked to the customer service *** and told them of my situation. The response was "can you send it back to us through mail?" I said I am already at the store, and your website says you do returns, where does it say you have a limit to online returns?" She could not answer the question and put me on hold. She then returned and said "although stores do accept unlimited returns, stores can set their OWN POLICY of what dollar amount they can accept." Again I said "where is it listed that stores can reject a return due to the dollar amount?" She could not provide me proof of this. I said "when I requested a return why not tell me about store return limits" and again the solution was mail it back.This is clear deceptive advertising you can return in the store. I was an employee of Crocs for 10 years. We accepted returns all the time. This store at Crocs Citadel is 10 miles from where I live. It is unacceptable to have customers travel to stores to be told you cannot return it without having it clearly stated ANYWHERE online. Please help in this matter.*****

      Business Response

      Date: 12/20/2024

      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.

      Thank you,

      Crocs

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed the order on November 22.. they sent that it was shipped but *** never received the package.. I've say on hold trying to call customer service for over 40 minutes with no answer.. I have both emails, prefer number tracking number, everything.. they took$80 out of my account..

      Business Response

      Date: 12/18/2024

      Dear Crystal -

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. It seems that your package was lost by the carrier. We sincerely apologize for any inconvenience this may have caused. While rare, such incidents can occasionally happen. We`ve gone ahead and processed a full refund for you. You will see a refund of $80.21 in 2-4 business days. Please note that some additional time may be necessary for the credit to be posted to your account depending on your financial institution. Your refund case number is ********. We`ve attached to this email a refund letter providing you with the details of the transaction. 

      Thank you,

      Crocs

      Customer Answer

      Date: 12/19/2024

      Thank u, it was resolved.. they refunded my money... thanks

    • Initial Complaint

      Date:12/17/2024

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I am writing to express my frustration regarding my recent order (#********CUS) placed online, which I paid an additional $25 for expedited shipping to ensure it would arrive before Christmas. According to the *** tracking, the package was delivered in ************** to someone named Resiwhich is neither my name nor the correct delivery address.I reached out to your customer care team and was informed that I would need to wait 14 days for resolution. This is an unacceptable timeline, especially considering that I paid extra for fast shipping and have now been left without my order in time for the holidays.Given this situation, I am requesting a full refund for the order immediately. I now need to go out and purchase the items locally, which is a significant inconvenience. I would appreciate your prompt attention to this matter and expect a quick response.Thank you for your understanding.

      Business Response

      Date: 12/18/2024

      Dear M ********-

      Thank you for your feedback. Rest assured, it has been escalated to the appropriate department for review. However, as per our policywhich you agreed to when placing the orderCrocs is not responsible for any lost or stolen packages. As a one-time exception, we have processed a full refund for your order in the amount of $239.98. You can expect to see the refund within 2-5 business days. Please note that it may take additional time for the credit to appear in your account, depending on your financial institution.

      Thank you,

      Crocs

      Customer Answer

      Date: 12/18/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

      M ********

    • Initial Complaint

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order Number:56731808CUS Date Ordered:11/23/2024 only received 3 items out of 42 squishmallow cam the cat x2 and kids marbled clogs called and texted company with no response total $215. what's owe about $122

      Business Response

      Date: 12/16/2024

      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. As per our records a refund for the amount of $116.97 was already processed for you yesterday.

      Thank you,

      Crocs

    • Initial Complaint

      Date:12/14/2024

      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 placed an order with Crocs on 12/9/2024. It's 12/14 and my order still says processing. I check their website and it says it takes two days to process and ship them 2-7 days for you to receive it. When I chat with someone she tells me be patient they have issues and they can't tell me when it will ship but they will send me an email when it does. She can't guarantee a before Christmas delivery! First I have BEEN patiently waiting. And then to say you don't know if I'll get it by Christmas when I ordered the 9th is crazy. They say they have a high volume of orders that's their issue. It's Christmas time of course you have a high volume of orders this isn't the first Christmas ever! That's why you order on time so I can receive by ****. I'm so upset because these were Xmas presents.

      Business Response

      Date: 12/16/2024

      Dear Reneira-

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Currently, we are experiencing a high volume of holiday purchases and are doing our best to ensure everyone gets their gifts on time to celebrate! As per our records your package was shipped on the 15th of December. We do apologize for any inconvenience caused.


      Thank you,
      Crocs

      Customer Answer

      Date: 12/16/2024

       
      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

      Sincerely,

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

    • Initial Complaint

      Date:12/14/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed order ********CUS on 12/2/24. I received an email that it shipped on 12/8/24. On **************************, it showed two separate shipments. IZ6F857YYN17450197 was supposed to contain 3 of the 7 Jibbitz that I ordered and a pair of Crocs. This package was delivered on 12/11 and only contained the Crocs. I emailed **************************************** on 12/11 telling them this. The second package was supposed to be delivered on 12/12 (tracking number ******************) and, according to **************************, contained the other 4 Jibbitz ordered. The tracking information, on *******, showed this item left ******* OH on 12/10/24. As of today, 12/14/24, that is the last scan for this package. It was supposed to be delivered to the post office for final delivery. The post office tracking number, according to ***, is **************************. As of 12/14/24, the post office is still waiting arrival of this from **** I sent a second email to **************************************** on 12/12/24 to let them know I did not have my package and provided screen shots of the information I was providing. I tried contacting their live customer service today, 12/14/24, and all they told me was the package was to be delivered today (per **** which is incorrect as the "delivery" date on *** changes each day in anticipation of the delivery. The *** website also says that date is an estimate since they aren't actually delivering the package. This item is a Christmas gift and, unless I get all seven of the Jibbitz ordered, I won't be able to give the gift. Someone needs to contact me IMMEDIATELY to resolve this issue. I need all seven Jibbitz to be shipped to me ASAP so I can have them in time for Christmas.

      Business Response

      Date: 12/16/2024

      Dear ******-

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Currently, we are experiencing a high volume of holiday purchases and are doing our best to ensure everyone gets their gifts on time to celebrate! As per our records your second package will be delivered today 16th of December. We do apologize for any inconvenience caused.


      Thank you,
      Crocs

      Customer Answer

      Date: 12/16/2024

       
      Complaint: 22687213

      I am rejecting this response because:

      A busy holiday season is not an excuse for poor performance and errors.  For your information, the second package was delivered and thankfully contained all seven of the Jibbitz I ordered.  Had the employee who prepared my shipping information provided correct shipping information, a large part of this whole ordeal could've been avoided.  Whomever created the shipping information for my order said that the Crocs I ordered, and three of the seven Jibbitz, would be in one shipment and that the other four Jibbitz would be in the other shipment.  As I advised earlier - all seven Jibbitz were in the second package.

      The *** delay, obviously, is out of your control but, at least, I wouldn't have had to wonder if I would get all seven of the Jibbitz at one time.  No one that has contacted me, from Crocs, even addressed this issue - of the potentially missing Jibbitz in the first shipment.

      I sincerely hope that you reach out to the employee who created the shipping information for my order and stress to them the importance of accurately inputting information.  As I said, thankfully I now have my complete order but should not have had to take as much time out of my very busy schedule to try to communicate with your company.

      Sincerely,

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

    • Initial Complaint

      Date:12/13/2024

      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.
      On November 24th, 2024, I ordered matching Crocs for myself and my family (Order Number ********CUS) and paid $111.74. The next day, the items were shipped and I was provided November 29th as the expected delivery date. After they were late, I contacted support (via text and website chat) to report the issue and see when they could be delivered. Crocs' service told me to expect 3-6 business days from the shipping date and said I should reach out to the shipping company with concerns. Even at 6 business days, my order should have arrived around December 6th. I contact Crocs again, via email this time, and received nothing. I contacted them again to request a refund for the order since it was clearly lost and they had no intention of working with the shipping company to find it. I have received nothing back. This is the first time I've purchased directly from Crocs and had no idea how shoddy their business operations are. I want my money back.

      Business Response

      Date: 12/16/2024

      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.

      Thank you,

      Crocs

    Crocs, Inc. is NOT a BBB Accredited Business.

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