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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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:11/17/2022

      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 have an issue with two orders with Crocs. With the first order I received the wrong size. Returned the shoe and reordered. With the second order I never received the animal print shoe. Needed the order for my vacation, but never received. I contacted Crocs customer service and informed them of the problem and they said they would re send the shoe. It is now November and I have yet to receive my order. Ive attached the order number for the first and second order.

      Business Response

      Date: 11/23/2022

      ******-

       

      I replaced the package for you and tracking number 1Z6V62800279832738 shows delivery for today 11/23/2022.  Please let us know if you do not get that.

       

      Crocs

    • Initial Complaint

      Date:11/16/2022

      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 on 11/7/22. The website states that orders will be shipped within 2-4 days of the order date. Crocs has put a hold on my card not once, but twice. I still have not received shipping confirmation over a week later and all Im getting are excuses as to why my order has not shipped. This is an unacceptable way to do business.

      Business Response

      Date: 11/18/2022

      ******-

       

      My apologies, but I cannot find an order placed using the *********************** email.  Do you happen to know your order number? 

       

      Crocs

      Customer Answer

      Date: 11/18/2022

       
      Complaint: 18413306

      I am rejecting this response because: That is precisely the email used so I am not sure why you cant seem to find my order. The order number is 37352284CUS. I finally received a shipping confirmation last night after 11 days of waiting and still have no delivery date. It simply says the date is pending. 


      Sincerely,

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

      Business Response

      Date: 12/02/2022

      ******-

      It looks like your order was delivered to your address on Friday 11/25/2022.  Please let us know if you did not receive your order.

      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:11/16/2022

      Type:Product 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 ordered 3 pairs of crocs as Christmas gifts. They were having an amazing sale ordered placed. I never thought anything about contacting them because its the holidays and 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. Crocs failed to email they werent shipping my items they just refunded me no explanation from the company what so ever. A nice out of stock would be nice during check out. Or an email stating the items werent available would have been appreciated.

      Business Response

      Date: 11/18/2022

      ********-

      I apologize for that experience, we always do send emails when orders are cancelled, though sometimes they can go to junk or SPAM.  I am happy to provide you with a 50% off and free shipping coupon.  Code: CS50-GHWF4WEGTUO3

      Crocs

      Customer Answer

      Date: 11/18/2022

       
      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:11/15/2022

      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 submitted complaint # ******** on 9/18/22 against Crocs *** through BBB website. I received a message from Crocs through BBB website to settle the complaint by sending my son a pair of Crocs. They asked me to send them my address, the size and model of the crocs. I messaged them this information through BBB website over 1 month ago and we never received the crocs. I would like to re-open my original complaint as Crocs *** never complied with the resolution we mutually agreed upon. Thank you.

      Business Response

      Date: 11/18/2022

      *****-

       

      I am so sorry that happened, can you email me direct to ******************************** The size, style, color etc and I will make sure we get your ************.

      Crocs

    • Initial Complaint

      Date:11/11/2022

      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 purchased a pair of Classic Pokmon Crocs and another pair of black crocs for Christmas gifts for my children on 11/6/22 totaling $81.59. I paid on 11/6. Ive been checking daily for a change in status as it only says your order is being processed. Today I got an email saying I was refunded because my order was cancelled. I didnt get the email from Crocs, I got it from my payment company. I cant imagine both would be out of stock so why cancel my total order. Why not put something is low in stock? Why oversell something? Why did it take almost a week later to cancel my order? Why did I hear from my cc company and not Croc? I couldnt wait to get these Pokmon crocs for my daughter. Disappointing!

      Business Response

      Date: 11/18/2022

      *******-

       

      I see your order 37293929CUS has shipped and been delivered as of 11/16.  Tracking number 1Z6F857YYW78230786.  

      Crocs

      Customer Answer

      Date: 11/18/2022

       
      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:11/09/2022

      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.
      I placed an order on Crocs ******** website. Once my order had shipped, I got a slightly suspicious text that read *** Notification: [my name], your order from Crocs has shipped to zip code [my postal code]. You must pay $2.74 CAD to deliver the parcel. Reply YES to receive your invoice. against my better judgment, I clicked the link and paid the outstanding amount. Right after I Googled to see if this was a scam, and it was. After canceling my card, I looked more deeply into the situation and it appears that for the past 8+ months (as of November, 2022), Crocs has been having this issue. There are multiple Reddit threads (https://old.reddit.com/r/crocs/comments/roniys/scam_text_question/ and https://www.reddit.com/r/crocs/comments/roniys/scam_text_question/) that talk about how this happens specifically after purchasing something from the official Crocs website. This is a clear indication that Crocs is either selling user data to fraudulent companies OR they have an on-going data breach. Either way, this is simply unacceptable. Consumers deserve to have their data protected and I will never be purchasing anything from Crocs, ever again.

      Business Response

      Date: 11/18/2022

      *******-

      We're happy you contacted us and would love to help you be comfortable in your own shoes.

      Thank you for bringing this to our attention. Your security is our top concern,and I'm forwarding the information right now, so we can look into this.

      Please always make sure to visit www.crocs.ca directly and not go through banners on social media or ads on various websites, as that can result in your browser becoming compromised.

      We would never ask you to pay any additional fees or ask you for any additional payment information.

      If you ever see such messages, regardless if they mention Crocs or another retailer that you shop from, please always disregard them and block the number or e-mail that they're coming from

      Crocs

    • Initial Complaint

      Date:11/04/2022

      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 #********CUS placed on November 1, 2022.I placed an order using a 50% discount code from Crocs to be used sitewide.I ordered:2 Pairs of the ***************************** Mega Crush Clogs - both Size W6 2 Pair of the ***************************** Classic Clogs - one in Size W7 and one in Size W8.I received an email notification that my order was being processed.The items mentioned above did not sell out until HOURS after I placed my order.On November 4, I received an email that my order for the items mentioned above were cancelled.3 DAYS LATER!?!?It did not say that the items were sold out (like it usually does). It JUST said items were Cancelled and to Contact ****************.I believe this is a CLASSIC SELLERS REMORSE for being able to use my 50% discount on new, popular releases.I contacted customer service - of which they ended the chat abruptly TWICE- not because I was being rude.They said that the items were out of stock - really? They found out 3 days later?It was IN STOCK and fulfilled for someone who placed their order AFTER ME.VERY SHADY AND FRAUDULENT BUSINESS PRACTICE. Bait and Switch!I WAS a LOYAL, Long Term Consumer of Crocs and had recently spent over $1200 on Crocs in the past 2 weeks. This is the service I get for being a Crocs Fan and Collector!Attached are the photos of November 1, 2022 Order Confirmation and Processing.Picture 2 & 3 is November 4 of Shipping Notification Picture 4 is My Account Order stating Cancellation of Items - Not stating its Out Of Stock as it would usually states, but to contact ****************

      Business Response

      Date: 11/07/2022

      Dear *****~


      Thank you so much for reaching out, and I truly apologize about your experience.  However due to a technical error within the ordering platform, we had to cancel your order and you should have received a cancelled notification. This step was taken to expedite the authorization bring removed from your payment method.

      We recognize that we have lost your trust, please be assured that we are taking steps internally to correct this issue.  We apologize again and want to provide you with a special 30% Off & Free Shipping coupon for your next visit to our Crocs.com site.

      Coupon code:  CS30-9LCFD2RI3NY6

      Thank you
      Crocs

      Customer Answer

      Date: 11/08/2022

       
      Complaint: 18361447

      I am rejecting this response because: your technical issues have occurred way too frequently for too long.

      This is classic case of BAIT AND SWITCH. You BAIT consumers with FALSE INVENTORY  number for new releases, and then us Croc Fans usually purchase additional items and ultimately end up without the items we initially wanted - THE SWITCH. 

      Now Crocs offer me a 30% discount to PURCHASE MORE!?! Ridiculous!

      I get honest and better service purchasing Crocs from a 3rd Party Vendor like FootLocker, Champs, Journeys, Famous Footwear, etc 

      I want a FULL REFUND for all the purchases I have made from Crocs.com  since October 22, 2022. Never again, will I fall for your scam.

      SHADY Business Practice - Bait and Switch. Legal Counseling should be consulted for a CLASS ACTION LAWSUIT.

      PEOPLE WAKE UP! DONT LET THEM GET AWAY WITH THIS



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

      Business Response

      Date: 11/29/2022

      *****-

       

      Again, we are truly sorry.  I know that we have lost your trust, and I can only hope that we can win that back someday. 

       

      Crocs

      Customer Answer

      Date: 12/01/2022

       
      Complaint: 18361447

      I am rejecting this response because youre not offering anything or resolution.

      I want a full refund $885.61

      Sincerely,

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

      Business Response

      Date: 12/09/2022

      Dear ***** -

      Kindly, provide us with the order number which we have charged you for this amount, so we can assist you further.

      Thank you,

      Crocs

      Customer Answer

      Date: 02/02/2023

       
      Complaint: 18361447

      I am rejecting this response because: 

      I would like the refund for the following orders:

      37881243CUS  $120.75
      37659305CUS. $521.79
      TOTAL : $642.54

      I look forward to a resolution of this issue by providing a full refund for the above mentioned orders.

      Thank you


      Sincerely,

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

      Business Response

      Date: 02/10/2023

      Dear ***** -

      Thank you for the information provided. As a massive exception we can process a return for you and then a refund on all pairs that are not worn, and you would like to return.

      Thank you,

      Crocs

    • Initial Complaint

      Date:11/04/2022

      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 purchased Crocs for my nephew. He wears a size 11 but when Crocs arrived they were too large. I need to return them not a problem. The problem ** having is now I have pay more for the 3 pair of Crocs. Im not understanding why cant I get an even exchange. I spoke with customer service its not possible. Im very disappointed and upset with this process. Ive have spent $1,000 in Crocs. Im not sure if Ill ever purchase another pair. Here are my order numbers 37176314CUS, 37114324CUS. I just want to order a size 10 without paying any extra money and shipping fees.

      Business Response

      Date: 11/04/2022

      ******-

       

      I am so sorry for your frustration, happy to provide you with some coupons so you can re-order the shoes.  These are both for 50% off and free shipping.  Please just return the ones that don't fit to us, using the prepaid label off the site.  I also went ahead and requested the refund for you early.

      Crocs

    • Initial Complaint

      Date:10/23/2022

      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.
      Contacted the business on aug 8th 2022 to get a replacement for a pair of defective crocs that were purchased from the company's store on amazon.com. The customer service agent that I spoke with over the phone told me they would take care of getting me a replacement pair and all I had to do was reply to the email that I have attached, and they would send out a replacement pair. A few weeks went by and I called again and was told they were behind in the warehouse, and they would ship them out as soon as possible. I called again several weeks later and got the same answer. I then replied to the email again asking for a follow up on my warranty replacement and I have still haven't received a response and I have not received my replacement shoes. It has now been over 3 months from the point of contact. They are still selling this color online it should not take this long to satisfy a warranty issue.

      Business Response

      Date: 11/07/2022

      ****-

       

      I am so sorry, please let me know what size, style, color you want and I will get them straight out to you.  I just need your full shipping address.  Please feel free to pick 2 pairs.  

      Crocs

      Customer Answer

      Date: 11/07/2022

       
      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,

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

      Customer Answer

      Date: 11/22/2022

      I haven't heard anymore from the company since they agreed to correct the issue. How can I get in contact with the representative that replied to the complaint?

      Business Response

      Date: 11/29/2022

      **** I have entered that order on your behalf.  Shoould you need it my email is *******************************.  Please do not hesitate to reach out with anything you need.

       

      Crocs

      Customer Answer

      Date: 12/07/2022

      Complaint # ********
      We received the shoes today but both pairs are womens 9s and we asked for 7s. My daughter cannot wear a 9. I am not sure how to reach the crocs rep to let them know. 

      Business Response

      Date: 12/08/2022

      Dear-

      Thank you for your feedback. Kindly, contact our **************** via email at **************************************** or call or text via phone at **************.

      Thank you,

      Crocs

      Customer Answer

      Date: 12/19/2022

       
      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:10/21/2022

      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.
      Hello, On September 6, 2022, I ordered three pairs of crocs. After several unsuccessful deliveries and a lot of aggravation, a representative by the name of ******************** offered to completely refund me for the purchase. He also told me to keep the crocs, once I finally receive them. Since that time, I have made several unanswered attempts to contact crocs customer service. I spoke to someone briefly in September, who claimed the refund was processed on September 16, 2022. It NEVER was!Today; October 21, 2022, I reached out to your company over two dozen times. When I asked to speak to supervisor, I was left on hold by *****************************, for over an hour. He had ZERO intentions of transferring me to a supervisor! Instead; I sat on hold until he hung up! I called back, and experienced the same treatment from several other representatives. I eventually asked for the legal teams contact information. That request resulted in just being hung up. I WANT MY REFUND! I also want to be contacted by someone in ***************** corporate office, who speaks fluent English! **************

      Business Response

      Date: 11/02/2022

      Ms.  *****~

       

      Thank you fore reaching out,.  I believe that you were contacted by **** directly and I am hopefully we were able to resolve your issues.  We sincerely apologize for your frustration and know that we failed you this time.  We hope in time that we can regain your trust.

       

      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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