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

  125 Premium Outlet Drive Suite 125 Monroe, OH 45050

• 

  Crocs Inc

  4325 Glenwood Ave Raleigh, NC 27612-4532

• 

  Crocs, Inc.

  8882 170 St NW, Unit 2538M Edmonton, AB T5T 4J2

• 

  Crocs, Inc.

  13601 Via Varra Broomfield, CO 80020-9791

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:12/05/2022

  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 made a purchase from Crocs on 11/27/22 my order number is 38332963CUS. I used afterpay for my order that was placed on that day. I had received no other contact from crocs that day on. Fast forward to December 3 I received an email from afterpay stating that Crocs was unable to fulfill my order and that my refund was being processed. I had received no word or email from crocs regarding them canceling my order in fact I went to check my order status and it said my order was still being prepared. I purchased 4 pairs of crocs and a jibbit. I am an avid croc wearer and I am appalled at the lack of communication that was exhibited and I really did not want a cancellation nor a refund. Those were supposed to be christmas gifts to my family and I happened to catch the deal on bright friday.

  Business Response

  Date: 12/08/2022

  Dear ******* -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Your order is not canceled. Once the package is shipped, we will settle down the payment. 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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

• Initial Complaint

  Date:12/05/2022

  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 an order on November 24, 2022. Order number 03850977CCA. I got a confirmation email that my order is being processed but it has STILL not shipped, over 10 days later. When I first called about it, I was quoted 10 days estimate for it to be shipped. I just called and was told they '****************' my order will arrive. Still nothing. They are a Christmas gift, I am going away for Christmas and need them by December 14. At no point in the checking out process was I notified of the obvious shipping delay issue. I need these to be delivered, no one in customer service is able to tell me when I will be receiving them. I need them to be shipped and delivered soon.

  Business Response

  Date: 12/08/2022

  Dear **** -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records your order was canceled. We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

• Initial Complaint

  Date:12/05/2022

  Type:Product 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.

  Okay so I decided to order two pairs of Crocs online on Cyber Monday the 28th of 2022. I received the confirmation email a couple minutes later. Few days go by I remember like I still havent received a second email saying my order has been shipped which is weird because most companies youll receive that email within 2 to 3 business days. So at this point its Friday. Im looking on their website to try to sort this out and speak with an agent within business hours wayyyy before 5pm or simply cancel the order. I cant even get ahold of an agent OR where I can navigate on the website to cancel my order. So I emailed the customer service of ********************** Friday December 2nd, just to receive another email saying somebody will contact me ***** hours. Guess what I RECEIVED NOTHING. No contact or nothing but I wake up today Monday December 5th to see a Crocs took the $66.24 out of my account with no shipped/ order being prepared email. At this point Im disappointed my first time shopping on the Crocs website and it feels like they are scamming me out of my money. I want my money back thats all. Or if you could locate my order that would be fine too. Just annoyed and disappointed but lessons learned. I appreciate anything you guys do for me. Thank you. Oh I also attached screenshot of the everything with dates so you could follow up.

  Business Response

  Date: 12/08/2022

  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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

  Customer Answer

  Date: 12/09/2022

   
  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:12/04/2022

  Type:Service or Repair 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.

  I placed my order (37905975CUS) on 11/22 and I have yet to receive any updates. They have charged my card two ADDITIONAL times for the same order in the past 2 weeks. I tried to reach out to their customer service who was of NO help. They told me I wasnt charged twice even though I provided a screenshot of the additional ************** just charged me AGAIN yesterday. They said it would take my order up to 10 days to process and it has now been 13 days. Ive tried to call customer service about 5 times & the line is always busy. *** sent numerous emails and no one has responded. *** tried to reach out to a supervisor or manager in customer service & was told they were not available. Im seeing your customers on social media complaining about the exact same thing Im going through which is completely unacceptable for such a big name company. At this point I just want my order cancelled & for you guys to stop charging for card every week for product Im obviously not going to receive!

  Business Response

  Date: 12/08/2022

  Dear ***** -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records your package was shipped on the 04th of December. Please, use our return option in case you don`t need the items any longer. We do apologize for any inconvenience caused.

  Thank you,

  Crocs

  Customer Answer

  Date: 12/09/2022

   
  Complaint: 18522199
  
  I am rejecting this response because: it wasnt enough. Saying something was escalated when I had such a HORRIBLE experience is not enough. This is such a disappointment from such a multi-million dollar company. You guys charged my card TWO additional times. Your customer advice was down right rude my order took 15 days to ship!! So no, I do not accept that bogus, pre-written response. A change need to be made within your company asap!!
  
  Sincerely,
  
  ***************************

  Business Response

  Date: 12/17/2022

  Dear *****-

  First of all, our sincere apologies for any caused inconvenience- we assure you we aim to provide the best service possible to our customers as quickly as possible. Your feedback is an instrumental step in achieving that as it helps us better understand consumer needs and implement changes to address concerns such as yours. Rest assured; we have not charged you twice. When an order is first placed with us, we communicate to the cardholder's financial institution the need to set aside the necessary amount for our order for us to take at a later date. This is known as a pending charge or a bank authorization. After a successful authorization we have a certain amount of time to settle the transaction by capturing the funds. This process only happens after an order is confirmed to have shipped out, the invoice is finalized, and we can finally queue the settlement request with the financial institution. If, for some reason, we are unable to fill an order, be it partially or fully, then the pending charges will naturally reach their expiration date and automatically revert back to the customer's bank account for active use. Or, if this is a delay, we will reauthorize the payment, just like in your case. Kindly, contact your bank for further assistance.

  Thank you,

  Crocs
  
  

  Customer Answer

  Date: 01/06/2023

   
  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:12/04/2022

  Type:Delivery 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.

  I placed my order on 11/25/2022 order 38096726CUS, I keep checking since it hasnt shipped out or giving me update since then. I find a email from after pay that crocs cancelled my order. I didnt receive anything from crocs saying as to why or if they cancelled it. When I look up the order to check it doesnt tell me it had been cancelled at all. These are Christmas gifts so its extremely frustrating that theres no proper communication and if theres sales the stock count has to be accurate because its unfair to the buyer.

  Business Response

  Date: 12/08/2022

  Dear ****** -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records your order was shipped on the 06th of December.

  Thank you,

  Crocs

  Customer Answer

  Date: 12/08/2022

   
  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:12/04/2022

  Type:Delivery 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.

  Purchased Friday Nov 25th Online order # ************ $94.50 total through Afterpay Ordered 2 baby crocs one fuzzy one reg One toddler fuzzy lined One adult fuzzy lined Order was not able to be fulfilled for unknown reasons. Crocs never reached out and told me, Afterpay had to. Many others on Instagram have complained on crocs posts but crocs is ignoring them and only answering to positive comments. **************** line is unavailable and online chat is down. Lots of angry customers especially since these were Xmas gifts.

  Business Response

  Date: 12/08/2022

  Dear ****** -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Your order is not canceled. Once the package is shipped, we will settle down the payment. 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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

  Customer Answer

  Date: 12/08/2022

   
  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:12/04/2022

  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.

  ORDER NUMBER:38123023CUS ORDER DATE:11/25/2022 Amount Paid: $85.60 On 11/25/2022 I purchased 4 pairs of Crocs shoes online. All items were advertised as in stock and available. On 11/29/2022, my order still was showing in a processing status so I called customer service. The agent advised my order would ship on or before Friday, 12/2/2022. Today is Sunday, 12/4/2022 and the order has not shipped and is still showing processing. The customer service lines are down and attempts to reach Crocs on social media have been ignored.

  Business Response

  Date: 12/08/2022

  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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs

• Initial Complaint

  Date:12/03/2022

  Type:Sales and Advertising 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 2 separate orders due to the sales that Crocs was having. 1st order was placed on 11/25/22 order # ********CUS and the 2nd order was placed on 11/27/22 order # ********CUS. I was super excited about receiving new crocs for myself and the other was for a gift. Unfortunately, I haven't received any communication from Crocs regarding my orders at all. I kept checking on the status of my orders, but it kept saying the orders were still processing. All of a sudden on 12/2/22 I get an email from the payment I used, which was Afterpay, that I may have heard from Crocs, of which I DID NOT, but that they have refunded me my money for both orders because Crocs couldn't fulfill my orders. Which I think is absolutely bogus because when I was placing the orders on both days there wasn't any indication on the website that what I was ordering was out of stock. If that was the case, then their website should state that information, rather than having someone place an order, and then that person is waiting for an email confirmation from Crocs advising that they shipped the order. That is not what happened in my case. My orders were just canceled with no communication as to why from Crocs. I feel that it's absolutely poor customer service to not communicate with your customers about their orders. I am so disappointed that this happened with my orders being canceled, I honestly don't think I will ever purchase from Crocs again because the crocs I had purchased were what I wanted very much so, and I had already purchased the shoe charms for them, but I won't be able to do that now. I have wasted money on the charms because my orders were canceled for truly no reason and if Crocs cares about their customers they would work on communicating with us (the customers) about orders and fixing their website so if something is out of stock ************** time and money on ordering anything.

  Business Response

  Date: 12/08/2022

  Dear ******** -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records, your orders are not canceled. Once we ship the packages, we will settled down the payment. 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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

• Initial Complaint

  Date:12/03/2022

  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 two separate orders one on 11/25/22 order # 38203949CUS for $56.71 and second order on 11/27/22 by my daughter for $68.84. They were having a sale and order was placed. I was waiting for the email of order processing or shipping details. I get a notification from bank stating I got a refund from crocs for both orders. . Crocs failed to email they werent shipping my items they just refunded me no explanation from the company what so ever. A out of stock notification or email stating the items wasnt available would have been appreciated.

  Business Response

  Date: 12/08/2022

  Dear ******* -

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. As per our records, your order is not canceled. Once the package is shipped, we will settle the payment. 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! We do apologize for any inconvenience caused.

  
  Thank you,
  Crocs
  
  

• Initial Complaint

  Date:12/03/2022

  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 paid for in full for 2 pairs of Crocs + assorted Jibbitz on Nov 16th 2022. Via online Chat, I keep getting the same run-around: "Due to busy Seasonal Time extra time to prepare order". I purchased before Black Friday, Cyber Monday, so should have beaten any type of rush. Having said that, via the online chats x 3, "still in processing". I have purchased many items from other major companies, with no issues, shipped and received and well after Crocs, which I believe is a large company with a large online footprint. They keep offering partial refund/credit, which does not show up on my banking info. I have asked to cancel the order which they refuse, just a partial refund. I have checked on Trustpilot, this is one of the worst companies to deal with for online purchases. I don't want a partial refund, or excuses. You haven't shipped the item, that is verified, so simply refund me and cancel my order. It is insane to expect to wait weeks and weeks for an order to ship.

  Business Response

  Date: 12/08/2022

  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 your package was shipped on the 07th of December.

  
  Thank you,
  Crocs