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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

    • 849 total complaints in the last 3 years.
    • 140 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:12/01/2022

      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.
      37816429CUS Order date: Nov. 20th and shipped Nov. 28th. Got email that order shipped opened and said part of order canceled providing no reason. Paid with Afterpay and havent been credited. Impossible to talk to customer service no email.Took screenshot just now 54mins on hold . Unacceptable. Do not treat paying customers like this.

      Business Response

      Date: 12/02/2022

      *******-

       

      Please allow 5-7 business days for the afterpay refund to be credited back to your account.

       

      Crocs

      Customer Answer

      Date: 12/02/2022

       
      Complaint: 18487769

      I am rejecting this response because: If you say 5-7 days then I will wait till refund is processed and if it is I will mark as resolved. *************************** wrote me and said **** days and stated my refund would be issued to my financial institution. She obviously wasnt aware that I payed through Afterpay. I ordered two pairs and wasnt told anything about a cancellation until I saw that one pair had shipped. I did Afterpay for both and want to make sure my amount due is for one pair only


      Sincerely,

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

    • Initial Complaint

      Date:11/30/2022

      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.
      Ordered on 11/24. Order no. 38008740CUS. Package was in my city yesterday, today it's in another state according to tracking. It was supposed to be here two days ago.I asked what was going on and was told the package is lost. She did not contact the carrier but assumed that the package is lost. Agent offered a replacement but item I ordered is no longer available. I said no. I would like for you to trace the package with the carrier. Agent ***** refused. I asked for her supervisor. Agent came back and said supervisor offered me a 50% refund on a LOST order and a 15% off discount code. Company is completely unwilling to help. Phone calls are useless - agents just hang up. Took me three attempts with over 60 people in line before me to get a chat agent, then I get this shameful response.I have no product, no refund, and no package. This is not an acceptable way to treat customers! I regret ever ordering, and absolutely will never order from this company again. I shouldn't have to take this up with my bank because their customer care agents are incompetent.

      Business Response

      Date: 12/02/2022

      ****-

       

      I do see your order was delivered to the address listed in your order 12/1/2022, tracking number 92748927005835000000392665.  I also went ahead and refunded you your complete order amount.

       

      Crocs

      Customer Answer

      Date: 12/05/2022

       
      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, although no package was ever delivered.  At least they refunded my order.

      Sincerely,

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

    • Initial Complaint

      Date:11/30/2022

      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 entered a raffle for a pair of crocs on 11/18/22. I was notified I had been selected as a winner on 11/19//22. My credit card was charged $93 on 11/19/22. I havent received any emails about shipping details. When I put the order number CS0052US000308577EQL in the tracking tool on the crocs website, it tells me no order exists. I would like the shoes but if not I would like a refund. Their customer correspondence should be way better for a national company. Ive tried calling customer service for the last week or so and the line has been busy every time. I requested a live chat on the site and no live agents were available. I feel like Im being run around in circles.

      Business Response

      Date: 12/02/2022

      ******-

      Apologies for the experience, I have requested a refund for you in the full order amount.  You should see that back to your orginal payment form within 3-5 business days.  

      Crocs

    • Initial Complaint

      Date:11/30/2022

      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.
      On 11/12/22 I ordered my Crocs I called a couple of times before they were "sent" out but as of 11/28/22 they say they were delivered I never received them. I called the post office and was informed that they were dropped off with no signature, which Croc doesn't require. I would like for my geographic area to not determine if I could order Crocs but a little more security should be based through you guys. I even specifically let them know the 3rd apt and my item was place in my drive way under the mailbox quarter very close to the trash. Who knows I I got them, who knows what happened I do know I don't have my Crocs and I paid for them.

      Business Response

      Date: 12/02/2022

      Les-

       

      I see a replacement order was created for you on 11/30/2022, order number 108750392.  Since this was placed on your behalf you will not receive an order or ship confirmation.  Please let us know when you receive the replacement.

       

      Crocs

    • Initial Complaint

      Date:11/30/2022

      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 my order on 11/19/22, with a total of $197.05. My first problem is the website was falsely advertising, two different items were being advertised on there website And rang up more in my cart. I placed the order anyway because I wanted the items and contacted customer service where they admitted this was incorrect and told me I'd get a refund of $37.48 once my order ships, which would be within 3-5 business days of placing the order. It is now November 30th and I'm told my crocs that they are extremely busy and now don't have an estimated delivery date. So basically I paid for these items and they have no idea when I'll get them. This is unacceptable and now im wondering when I'll get my other orders that I placed a few days ago. I would like a refund for this order. Order Number: 37737235CUS

      Business Response

      Date: 12/02/2022

      ********-

      I see that you have contacted our customer service department on 12/1/2022 and they have requested a refund for you.

      Crocs

      Customer Answer

      Date: 12/02/2022

       
      Complaint: 18484116

      I am rejecting this response because:I was told I would receive a $37 refund for the difference of the incorrect price, which I haven't received. I was not told a refund for the full order was initiated. I was specifically told crocs is behind and won't refund my order. 

      Sincerely,

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

      Business Response

      Date: 12/09/2022

      Dear ******** -

      The full refund was processed for you, and you will receive a notification email from our **************** shortly.

      Thank you,

      Crocs

    • Initial Complaint

      Date:11/29/2022

      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 an order on November 12, 2022 (Order number 03808400CCA), the Crocs website states "Tracking information will be emailed within 48 business hours of placing your order." it has been over two weeks and still no tracking information has been received. I have contacted customer service twice and just get told to wait and contact them in a week if nothing has been shipped. The customer service agents have no updated estimated date of shipping. Some items in my order are for birthday gifts and I doubt that they are going to be received in time.

      Business Response

      Date: 12/02/2022

      Kayleigh-

      It looks like your order has shipped, tracking number 1Z6F86V86895974638 and should be delivered by end of day 12/08/2022.  Please let us know if you do not receive your order.

      Crocs

    • Initial Complaint

      Date:11/29/2022

      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.
      On 11/16/22 I placed an order. I have yet to receive a shipping confirmation. Ive tried to call the customer service phone number 12 times over the last 2 days and I get a busy signal and then Im disconnected. Ive tried the chat function and email with no responses. At this point *** spent money for a product that I havent received and even if it ships I wont be getting this package before I leave the country, which means my package will be sitting outside for over a week before I return. To not receive any updates or confirmation that what I ordered is going to be sent to me is unacceptable.

      Business Response

      Date: 12/02/2022

      We are truly sorry for your current experience, while true we are experience an extremely high seasonal demand, we are working as fast as we can to get everyone's orders to them.  We thank you that you have chosen to shop with us, and know that are delays are impacting you.  That is not your fault,but ours, and we are working internally to fix our experience.  I will reach out to see if I can get your order expedited through our DC.  

      Crocs

      Customer Answer

      Date: 12/02/2022

       
      Complaint: 18477633

      I am rejecting this response because:I have yet to receive a tracking number for my package. I was told another order was submitted for me and Ive emailed requesting my tracking number today and am awaiting a response. Im not sure if I will have to wait another 2 weeks for the fulfillment process but if I do that will make it a month of waiting on my order of 1 pair of shoes and a few accessories,, which is unacceptable from such a large business. I also dont know if my new order that was placed on my behalf by an crocs customer service rep includes the accessories Ive ordered as they have been sold out after my initial order placed on 11/16. None of this information was included in the response from the company. 

      Sincerely,

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

      Business Response

      Date: 12/12/2022

      Dear ******* -

       

      Thank you for reaching out. We do apologize for any inconvenience caused. A member of our team will contact you shortly in regards of your request.

      Thank you,

      Crocs

    • Initial Complaint

      Date:11/28/2022

      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.
      Placed an order on crocs.** on nov. 13, 2022. Order number 03811044CCA. Order still says processing and its been over 2 weeks. Spoke to multiple agents and i keep getting the same run around "due to system updates to help serve customers better", demands, or agent will say it will ship in 1 to 3 days yet 4 days pass and nothing and im back on their live chat seeking answers and attempt for refund only to be given some discount code and free shipping. Over 2 weeks and counting and order still processing is unacceptable and warrants a refund.

      Business Response

      Date: 11/29/2022

      Josh-

      We will refund you once the order ships.  We only place an authorization on your card ( pending charge) until we ship the order, then we capture the funds.  I will request a full refund for your order.

      Crocs

      Customer Answer

      Date: 11/29/2022

       
      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:11/28/2022

      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 order #********cus on 11/19/22. There has been no changed in status besides order is being prepared. It has now been over a week without a change. It is impossible to get a hold of customer service. The chat feature, which is supposed to work, doesn't work and the website has it disabled.

      Business Response

      Date: 11/29/2022

      *****-

      We are truly sorry for your current experience, while true we are experience an extremely high seasonal demand, we are working as fast as we can to get everyone's orders to them.  We thank you that you have chosen to shop with us, and know that are delays are impacting you.  That is not your fault, but ours and we are working internally to fix our experience.

       

      Crocs

      Customer Answer

      Date: 11/29/2022

       
      Complaint: 18474819

      I am rejecting this response because: there was no expected delivery and my issue was not covered in the response or taken care of. I gave my order number and nothing was said about it. 

      Sincerely,

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

      Business Response

      Date: 12/08/2022

      Dear *****-

      As per our records your package was shipped and delivered on the 06th of December.

      Thank you,

      Crocs

    • Initial Complaint

      Date:11/28/2022

      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.
      The website and email said my order would be processed within 5 days, it's been 8. All customer service are no help. The chat and text were all the worst and could careless. No type of resolution. My order is paid for and yet no order! These are birthday presents which I need by Thursday. I asked the order to be expedited!

      Business Response

      Date: 11/29/2022

      Ilyn -

       

      I have requested the DC to upgrade your shipping to hopefully facilitate you getting your order faster.  I have also refunded 50% of your order to you.

       

      Crocs

    Crocs, Inc. is NOT a BBB Accredited Business.

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