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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.
    • 143 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: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.
      I purchased a pair of Crocs on 13NOV22. Todays date is 28NOV22. I paid $33.26 My Crocs order # is 3750370CUS. My tracking number for *** is 1Z6F857YYN80405537. I am frustrated that the order was placed over two weeks ago. It took them 9 days just to create a shipping label. Since the creation of the shipping label on 22NOV22, there has been no forward momentum. I sat on the phone waiting 30 minutes for customer service to pick up. Upon finally speaking to someone I was told that my package was on the way and that it had already shipped. I was provided with the *** tracking number when I requested it during the customer service interaction. However, that tracking number confirmed that the package still had not been picked up by ***. Now I have received an email from them stating they are "re-shipping" my order and that this will only take 2-4 business days. If I knew that this is the lengthy process I would have to go to for a pair of shoes, I would have just paid the full price in stores to avoid this whole mess. I do not want a refund, I do not want anyone fired, I do not want anyone reprimanded, I simply want my shoes...

      Business Response

      Date: 11/29/2022

      Caleb-

      Thank you for reaching, apologies if the agent wasn't clear.  It looks as though your original package was lost with UPS.  We have replaced your order with expediated shipping, which is why it should take less time to reach you.

       

      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:11/27/2022

      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 ***** the order number was 37685943CUS. Still says order us being prepared.I have called twice and item still hasn't been shipped.

      Business Response

      Date: 11/29/2022

      Beverly 

      Thank you for reaching out, I see your order has shipped, tracking number:  1LSCXXH00103507 with Lasership.  Please let us know if there is anything else we can help with.  

       

      Crocs

    • Initial Complaint

      Date:11/27/2022

      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 ORDERED A PAIR OF CROCS ON NOVEMBER 13TH 2022 AND IVE BEEN REACHING OUT TO SEE HOW LONG IT WOULD TAKE TO GET MY CLOGS. I WAS PROVIDED A SHIPPING NUMBER AND I CONTACTED THE COMPANY AND THEY SAID THEY STILL HAVENT RECIEVED THE PACKAGE. I ATTEMPTED TO CALL CUSTOMER SERVICE SEVERAL TIMES AND NO ONE RESPONDED. I JUST WANT MY PACKAGE OR MY MONEY BACK.

      Business Response

      Date: 11/29/2022

      *****-

      I have replaced your order for you, order number 108699239.  Please note since I placed the order on your behalf you will not receive an order or shipping confirmation.

       Crocs

    • Initial Complaint

      Date:11/26/2022

      Type:Sales and Advertising 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.
      Well I ordered 2 pairs of crocs on 11/20/2022 with the order totaling ***** I didnt think much of it as the payment had went through & the money was taken out of my account, the ordered kept saying processing for shipping on the 11/25/2022 I received a notification from my bank provider saying crocs had cancelled my order & refunded my money, I logged in to my crocs account & my order still says pending & processing for shipping Im very confused & dont understand why crocs will cancel my order out of the blue with no heads up or email giving me notification that they were cancelling my order. My order number is 37815097CUS

      Business Response

      Date: 11/29/2022

      ****-

       

      Your order is still processing, and there is only an authorization on your card.  We will fully charge you when we ship the order.

       

      Crocs

    • Initial Complaint

      Date:11/23/2022

      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.
      Order 6 pairs of heydudes received 5 said all 6 shipped. Emailed and message no response. No phone number available. Worst customer service. Need either the missing shoes or refund. No deal if you dont get everything. Terrible

      Business Response

      Date: 12/07/2022

      ******,

      Thank you for contacting us.  I am having trouble locating your order.  Can you please share with me your order number or the email you used with your order?  I looked using the email ***************** but didnt locate an order.  Please let us know the order number.

      Crocs

    • Initial Complaint

      Date:11/23/2022

      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.
      So I inter into a raffle i made a account in went to login in my account does not exist, I forget about the raffle until I get a email saying I won so I go to the website to cancel the order, mine you i have 30min to cancel the order, I type in the order number in my email and the order number does not exist so I can't cancel my order. I wait until Monday until someone is available to talk to, so they tell me my order is being canceled in I will receiving my refund after talking to them for a couple of minutes. Then as soon as the chat ends 2mins later I get a email saying my order can't be canceled after they just toll me they are canceling my order, something toll me to screen shot it which I did.

      Business Response

      Date: 11/29/2022

      *********-

       

      All our collaboration drawings are "all sales are final," and we cannot cancel the order per our usual 30 mins as it is a special edition collaboration order. 

       

      Crocs

    • Initial Complaint

      Date:11/23/2022

      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 for a gift on 11/18. 37696068CUS Money came out instantly. Waited 4 days. Contacted customer service. Your order has been delayed. Why? No reason. Can I have a refund then. Please wait. Ill send a request to cancel. If there was not wait to take my money then I shouldnt have wait for your extended processing time. You process payments just fine. Give your customers the options wait or refund when see their full fulfillment issues. Terrible business. I want my money back.

      Business Response

      Date: 11/29/2022

      ******-

       

      I see that your order was cancelled and the authorization on your card was lifted.  We did not charge you, so there is no refund.

       

      Crocs

    • Initial Complaint

      Date:11/21/2022

      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 two different orders, one on 11/9/22 and another on 11/11/22. Today is 11/21/22 and I keep checking and it says my order is still being processed. Crocs website says that they will ship out order within 2-4 business days but its been almost two week now!! I contacted customer service and I was placed on hold for over *********************************** what I already knew and that most likely it will ship out soon. Im so frustrated already. I have friends who got their orders over a week ago and they placed their order after mine! Crocs is not doing anything to help me and theyre not giving me answers.

      Business Response

      Date: 11/29/2022

      ****** -

       

      I see that both orders have shipped out to you, tracking numbers:  *****************, 1Z6F857YYN80083706 and 1Z6F857YYW80577676.  Please let us know if you have not received the orders.

       

      Crocs

    • Initial Complaint

      Date:11/21/2022

      Type:Customer Service 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.
      11/11/22 I made a purchase online order number 37496122CUS. As of today 11/21/22 I have not received items purchased. I have called twice requesting cancellation and refunds. Once request is made I get hung up on. No communication will be committed by the business.

      Business Response

      Date: 11/23/2022

      ****-

       

      Thank you for reaching out, I see your package:  tracking number 1Z6F857YYW80099620 is out for delivery today and expected by 9pm local time.  Please let us know if you dont receive it.

       

      Crocs

      Customer Answer

      Date: 11/23/2022

       
      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. However it is still poor customer service to hang up on your customers when trying to resolve an issue over the phone. I will no longer do business with this company. The product is not with the trouble. 

      Sincerely,

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

    • Initial Complaint

      Date:11/20/2022

      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 purchased a pair of crocs after winning a raffle my son wears size 13 I got size 13 they are like a size 16 in reality sizing chart to indicate that. The shoes rubs against my sons foot and he can't walk in them I tried to get help was told there was nothing that can be done. That's not right. They are 3-4 too big and are dangerous to walk in.

      Business Response

      Date: 11/23/2022

      C Christian-

       

      We are happy to replace them, just chose a style, size and color from our website (crocs.com) and let me know your full and complete shipping address.  

       

      Crocs

    Crocs, Inc. is NOT a BBB Accredited Business.

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