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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:12/12/2024

      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.
      This company is not filling orders, shipping orders, or providing accurate tracking information for orders as promised. I did about a dozen orders in November and December, and most of my orders were delayed, missing items, and were hard to track. Specifically, on December 3, 2024, I placed an order with economy shipping with the promise of being shipped within 2-4 days. My order's shipping was delayed by 8 days until December 11th and by that time, some of my items were canceled. I have had to call this company an average of 2-3 to track my all my packages because once again their tracking system is so inaccurate. All of the customer service associates I have spoken with are like robots and never say or offer me anything to make me feel valued or whole, or simply ever give me what I paid for. And no managers are ever available to help me on the phone.I have had to call this company an average of 2-3 times per week to track my own packages because again their tracking system is so inaccurate. At this point, I am so frustrated and need corporate or executive office to contact me because I have spent hundreds of dollars and wasted countless minutes on their customer service line.

      Business Response

      Date: 12/12/2024

      Hello *******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the delay caused by high order volumes during our Black Friday promotions. Please note additional processing times during such periods. According to our system, all orders were shipped, and tracking information was provided via email. For order ********CUS, a reshipment was created for the Jibbitz . Please let us know specifically what you need assistance with. 

      Thank you, 

      Crocs 

      Customer Answer

      Date: 12/12/2024

       
      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:12/10/2024

      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 ordered my Crocs 3-4 days ago and it is still being prepared I tried to reach out to Crocs via the live chat and no luck each time I tried to submit a question it would say the chat was blocked by an agent calling the phone number did not help either

      Business Response

      Date: 12/11/2024

      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! Once your package is shipped, you will receive an automatic notification email providing you with the tracking information. We do apologize for any inconvenience caused.

      Thank you,

      Crocs

    • Initial Complaint

      Date:12/10/2024

      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.
      Ordered 3 Crocs Clogs and 1 *********** Shipping #****************** ****** LBS Tuesday, December 10 6:10 AM | *******, ** Out for Delivery Supposed to be for 2 Stomp Clog Item #******-6TW-M5W7 Color: Pink Crush ***** W7 Got 1 Jibbitz instead. The other order of 1 Jibbitz I Heart Item #******** and 1 Kids' Baya Glitter Clog Item #******-6SR-J4 Color: Pink Rose ***** J4 Shows a *** tracking # 1Z6F857YYW16103851 4.00 LBS but it's suppossed to contain a Jibbitz and a kids Clog.I called customer service and they weren't helpful and kept me on the phone for over an hour because they woudn't transfer me to a supervisor after the agent pretended to not hear me when I was asking for the information for shipping. *** Pretended that our call was disconnected all the while he just went mute. I said I wasn't going to hang up and he immediately answered so he was just waiting for me to hang up and not service the call. This happened on 12/10/24 7:14 pm. He finally transferred me to a supervisor after being asked 3+ times and multiple holds and Zerw was able to explain that I had no recourse until Dec. 12th He said that the call was being recorded so I hope that ** got additional training for trying to trick a customer and not servicing the call.

      Business Response

      Date: 12/11/2024

      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

      Customer Answer

      Date: 12/11/2024

       
      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,

      ***** Solo

    • Initial Complaint

      Date:12/10/2024

      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 paid for/ordered a pair of shoes on 11/15/2024. On December 2nd I reached out to the store because they still had not shipped. I was told that they were lost in transit. They were doing a replacement order, as on 12/10/2024, the order is still processing. I have reached out multiple times asking to have the order canceled and for a refund, but they keep telling me that I have to wait 10 days to cancel. Its been almost a month.

      Business Response

      Date: 12/11/2024

      Dear *****-

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We`ve gone ahead and processed a full refund for you for the amount of $56.61. You will see the funds back in your account in 2-4 business days. We do apologize for any inconvenience caused.

      Thank you,

      Heydude

    • Initial Complaint

      Date:12/10/2024

      Type:Order 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 online website black Friday sale, bought a pair of shoes and 2 charms, all as Christmas gifts. I paid with after pay, payment went through, I received my order confirmation with order #I then received an email a few days later that my order had shipped. I finally received my order last Monday, December 2nd. I only received the 2 charms, but no shoes. I had to go into their site to view that the order has been cancelled for the shoes, they sold out. Ok. But I didn't receive an email nor a refund. I have tried multiple times and people to tell me what happened, and after talking to a lady yesterday she said she would put in a refund for me. I just received a refund for only part is what I'm owed. (I'm owed $22 plus tax, I only got refunded $16)I just called back and was told the refund is still pending approval??Ive never dealt with such a headache of a company. Please help me get the rest of my money back. Thank you. Regards, ***** ******

      Business Response

      Date: 12/10/2024

      Hello *****, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience you've experienced. Upon reviewing our system, we can confirm that the total amount charged to you was $8.81. Since we only charge after an order ships, the initial authorization of $33.08 was not processed. Once your items shipped, we adjusted the amount to reflect the 2 charms you received, which totals $8.81. For any further questions or adjustments, please reach out to Afterpay directly, as they will be able to assist you with the remaining balance.

      Thank you, 

      Crocs 

       

      Customer Answer

      Date: 12/10/2024

       
      Better Business Bureau:

       

      I appreciate your help in getting this matter resolved. I have confirmed with afterpay that I was refunded the amount that should be refunded. It should have never come to this as I was never told this. It shouldn't have taken almost 2 weeks for afterpay to be notified my order never happened. Their customer service is terrible and communication is lacking. I will close this case as all I wanted was the rest of my refund. Thank you

      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:12/08/2024

      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 ordered from the crocs website on November 27, 2024. I ordered 7 pairs of crocs for $292.18 because they had amazing deals going on and its also the holiday time. A few days after ordering I checked my tracking number to see what day my package would arrive. The crocs app told me December 5 and in addition to that I tracked through ***. *** never updated my tracking ever. I gave it a few more days and nothing. I called crocs today and was told basically the order has been returned to sender when I never even received the order for it to be returned. I explained that I never received the package to return it and asked if I could just have my package delivered. They stated that I would be issued a refund. It would be such a hassle and inconvenience to have to go through the process of a return when I never received my packageon top of that the same sale is no longer available. I just want my packaged delivered at the price I paid and with the same exact colors and shoes.

      Business Response

      Date: 12/09/2024

      Hello Aniass, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Were sorry for the inconvenience. Your package was returned to sender due to an illegible address label, and a refund has already been issued. Unfortunately, were unable to resend the package. Please allow a few business days for the refund to reflect on your end. Thank you for your understanding.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 12/10/2024

       
      Complaint: 22657125

      I am rejecting this response because:

      This is such a huge inconvenience the holidays are here and now I have to place another order and the shoes that I originally ordered were on sale per the Black Friday deals and some of them are no longer available in the colors or sizes I ordered. The shoes are liable to not even make it in time for Christmas. This is poor business management and terrible customer service. I did nothing wrong on my end but try to spend my money with this business for something that wouldve made my kids ecstatic.

      I am truly disappointed with this being my very first time ever shopping with crocs and on the crocs website. 

      Sincerely,

      Aniass ********

    • Initial Complaint

      Date:12/08/2024

      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 ordered the product on 11/30/24 with it taking 1-2 days to process and ship. Now where on the site did it say they were experiencing delays. Contacted customer service and they cant cancel the order and they cant guarantee it will be here for Christmas. I feel like this should be on their website. The customer service is no help and neither person would let me talk to a manager

      Business Response

      Date: 12/09/2024

      Hello ******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department.  We apologize for the delay caused by high order volumes during our Black Friday promotions. Please note additional processing times during such periods. Rest assured, your order will be delivered before Christmas and shipping details will be sent as soon as the package leaves our warehouse. Thank you for your understanding!

      Thank you,

      Crocs 

    • Initial Complaint

      Date:12/07/2024

      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.
      The date of the transaction was November 29th and the company has put little effort to send me what I had ordered in the first place. I got a completely different style and size of shoe, it looks like someone elses order entirely. When I called the customer service line I was gettin interrupted and told to be patient when I never ended up getting a resolve for the $84.83 that I paid for the two pairs of crocs. Ive never been so angry about a mishap like this before but crocs clearly dont care about their customer satisfaction.

      Business Response

      Date: 12/09/2024

      Hello *******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We sincerely apologize for the mishap with your order. A reshipment for the correct items has been created, and the case number for your reference is ********. Please allow 1-5 business days for delivery. Thank you for your patience!

      Thank you,

      Crocs 

    • Initial Complaint

      Date:12/07/2024

      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 a Christmas order through their website on November 30, 2024. I needed them faster so I paid the extra shipping that said it would ship 1-3. It is now Dec 7 and they have yet to be shipped. I called and asked when they expected to ship them and they didnt know, stating that they are very busy. I asked to cancel my order and they said I would have to wait until I receive my order to do anything. Even though my credit card still says "processing" and not actually charged. From what I have read on yhe comments it is hard to get a refund if you send your shoes back.I no longer want to do business with these people. Something needs to be done as I paid for a service I did not get. Thank you for your help ********

      Business Response

      Date: 12/09/2024

      Hello ****, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the delay. Upon checking your order, we see that you selected Standard Ground shipping ($4.99), which usually ships within 1-3 days from the order date, with transit time estimated at 2-5 business days from the shipping confirmation email. According to *** tracking, one package (1Z6V62800356453000) will be delivered today, December 9, and the second package should arrive within a few days. We're sorry for the delay, as additional processing time is required during high volume and promotional periods. We've refunded the shipping fee. Thank you for your patience.

      Thank you, 

      Crocs 




    • Initial Complaint

      Date:12/07/2024

      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.
      My order was delivered with 1 of the 2 pairs I ordered. I requested a reship of the missing pair on 11/22/24. Crocs refuses to ship the pair of missing shoes. I have contacted customer service nearly a dozen times and am told that they will send a tracking # within 24 hours. This never occurs. I have been hung up on several times after waiting nearly an hour on hold.Reship Request Case# ********

      Business Response

      Date: 12/09/2024

      Hello ****, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience. It appears there was an issue with the reshipment, but we can confirm that a refund has been issued for the missing item today. You can find the refund letter attached. Thank you for your patience.

      Thank you,

      Crocs 

    Crocs, Inc. is NOT a BBB Accredited Business.

    To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

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