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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:10/12/2022

      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.
      All items were displayed at $15 dollars each. Unplaced an order for 13 items and my total was $180 with change. A few days later I received a cancellation notice and was shocked as all items were in stock on their website. I contacted them via live chat and they said it was an error and they could not honor what they clearly charged me for. A mistake on their part that should have been honored. A consumer should not be responsible for their mistake. I need all 13 items for the price ] card was charged. They kept apologizing and stating they may not honor what their website prices displayed. This is a SCAM! And false advertisement.

      Business Response

      Date: 10/18/2022

      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:  CS30-24DZMLYBA5LY


      Thank you
      Crocs

      Customer Answer

      Date: 10/18/2022

       
      Complaint: 18204005

      I am rejecting this response because:

      They are not accepting responsibility on false advertisement. Not my fault I correct price was displayed and I was able to place my order. Prices should have been honored and the complaint should have handled this matter internally with the employee at fault for such mistake. Scammers that do not honor their displayed prices.

       

      Whoever is replying to these email should do homework. Representative in live chat admitted mistake on price and bit fulfillment like they want to say. Their response is a total lie.

       

      in addition, the rep on live chat offered me 50 percent off and now they want to offer 30. What a joke 

      Sincerely,

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

      Business Response

      Date: 10/25/2022

      Emma-

       Again, we sincerely apologize, and know we have lost your trust.  Please feel free to use both coupons, though they cannot be stacked.  We can only hope to one day gain your trust back.

      Crocs

      Customer Answer

      Date: 10/28/2022

       
      Complaint: 18204005

      I am rejecting this response because:weights and measures will be contacted 

      Sincerely,

      Emma 

    • Initial Complaint

      Date:10/12/2022

      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.
      10/4/22 Transaction 36726562CUS Order was processed and placed even hit my cc. Never received shipping info or any communication so called. Crocs rep said they had issues and cancelled all orders that day? They could still see what i ordered and process as my order was in the system but wouldn't process for delivery. Sounds like bad business especially bc there was a special sale and the prices were really reasonable. All orders on that day were cancelled and they didn't tell anyone? I asked for my order to be reinstated and she said they don't do that? I can't find the items which were gifts online anymore and am super upset as I already told my sister I bought them for herself my mom and I as presents do she didn't buy them now she will be disappointed as well. They offered nothing but a coupon. I stated I just want my order they said no.

      Business Response

      Date: 10/18/2022

      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-GHYB3XDKOUGE


      Thank you
      Crocs

    • Initial Complaint

      Date:10/12/2022

      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.
      Crocs was having a sale on their website. I ordered 4 pairs and the order was confirmed. They took the money out of my account and it was awaiting shipping. Overnight, they canceled my order with no explanation or reason. I called Crocs and spoke with their customer service. They gave me no reason we why the order was canceled and said they wouldn't honor the price of the sale that I made the day prior. The lady was rude and gave me no resolution to the problem. She offered me a one time coupon for 50% off which didn't come close to the sale that they took away from me. I've been wesrimg xrocs for 10 years and will no longer purchase from them if this doesn't get resolved.

      Business Response

      Date: 10/18/2022

      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.  Please rest assured you were not charged for the order.  


      We recognize that we have lost your trust, please be assured that we are taking steps internally to correct this issue.  

      Thank you

      Crocs

    • Initial Complaint

      Date:10/10/2022

      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.
      Crocs, on 10/4/2022 in the morning, around 8-9:00 am central time, had a sale on their website. Their classic clogs were $15, sale price in cart, and I placed my order (number 36712821CUS)I purchased several pairs, seven to be exact, and the payment was processed ($111.30) without any trouble. The next morning, I have an email that my order was cancelled for no reason, and I was told that its due to an issue in their system where they would not be honoring those sale, advertised prices.

      Business Response

      Date: 10/18/2022

      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-EUKXREQ6NTZD


      Thank you
      Crocs

      Customer Answer

      Date: 10/18/2022

       
      Complaint: 18192724

      I am rejecting this response because: it's not MY fault or any other customer's fault that ********************** had an error in sale prices and cancelled our orders. The fact remains that we were counting on these purchases for gifts, and that was taken away from us with Crocs' error.

      Sincerely,

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

      Business Response

      Date: 10/25/2022

      ******-

      Again, we sincerely apologize.  We know we have lost your trust and can only hope to one day gain it back.

      Crocs

      Customer Answer

      Date: 10/28/2022

       
      Complaint: 18192724

      I am rejecting this response because:

      Sincerely,

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

      Customer Answer

      Date: 11/03/2022

      I still do nit accept the fact that they CANCELLED orders from an ADVERTISED SALE when the items were STILL IN STOCK. That is not fair, or right, for consumers. They REFUSE to honor this sale and reinstate our orders.

    • Initial Complaint

      Date:10/10/2022

      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.
      My order was : 36665721CUS I ordered 7 pairs of shoes on the crocs.com website. After several days without hearing from them about my order, I decided to check the status online. I get online to find out that 2 days after ordering them, the crocs people have canceled my order without even so much as reaching out to me and telling me or letting me know what the cancelation reason was. I tried to reorder them but all the prices had changed! I contacted them via chat and they would not honor my order! They cited a "glitch" on the website and refused to let me purchase the shoes for the price they were advertised as during my original purchase. Not only did no one reach out to me about the cancelation but they also would not resolve the issue other than offering me a measly percent off.

      Business Response

      Date: 11/09/2022

      BBB Complaint:  18191577

      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:  CS30-9C9O9OQ7S4ME

      Thank you
      Crocs
       

    • Initial Complaint

      Date:10/07/2022

      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.
      Whenever you call their contact number listed on the site The call immediately goes into answering service and you wait wait wait... no one actually answers the call. I'm trying to get a refund or exchange and I'm running outta time.

      Business Response

      Date: 10/18/2022

      ******-

      We have responded to the other BBB inquires you made with implicit instructions on how to create a return.  Once you return the shoes you can exchange or refund, please let us know what else we can help[ with,

      Crocs

    • Initial Complaint

      Date:10/06/2022

      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 10/03/2022 for 4 pairs of Crocs priced at $15.00 each when adding to the cart online. I paid the total, $63.64, as requested and my order processed. The following day I was emailed saying the order was cancelled and given no explanation of why it was cancelled. It didnt mention the shoes being out of stock. I emailed that same day asking for a reasoning and was given a response advising of a technical error but no explanation of the error. The price may have been a glitch on their end but I was never advised of that as a I paid the advertised price as requested so my order as a consumer should be honored. That is false advertisement and poor customer service on their behalf and they are not trying to rectify the issue by sending me the shoes for the price I paid. Its not my fault or error that their database had an issue and my original price should be honored as a consumer.

      Business Response

      Date: 10/07/2022

      Dear Destiny~

      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: CS30-7HQR2EQGCF2U

      Thank you
      Crocs

      Customer Answer

      Date: 10/07/2022

       
      Complaint: 18178144

      I am rejecting this response because your website displayed a certain price and as a consumer if your system had an error with pricing that is a loss you as a company have to take. You cannot cancel my order because you displayed an incorrect price and charged me for it. You got your money promptly and I would like my products at the price they were advisertised at. I feel as if Im being handled in a very unbusinesslike manner. A 30% off coupon is not sufficient at all. This is poor business practices and extremely poor customer service! 
       
      Sincerely,

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

    • Initial Complaint

      Date:10/06/2022

      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.
      On 10/4/22 I ordered 3 pair of CROCS shoes from the CROCS website to be delivered to my daughter as a gift. They were each listed on sale at a price of $15. I received confirmation of my order and my credit card was charged. The next day I received a email of cancellation for my order. There was no issue with my form of payment. There was no explanation offered. I believe this was false advertising Bait and Switch or a Scam to get credit card info.I worked in retail and am aware that if a price is advertised you need to allow the customer to purchase it at that price. I would like my 3 pair of CROCS shipped at the price advertised and delivered in a timely fashion as I paid for shipping.If not done , I think others need to be made aware of this scam.As of today the charge remains pending on my account. Thank you

      Business Response

      Date: 10/07/2022

      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: CS30-7HQR2EQGCF2U

      Thank you
      Crocs

      Customer Answer

      Date: 10/11/2022

       
      Complaint: 18176899

      I am rejecting this response because: with the coupon offered I will still be paying double the price I would have paid at the advertised price. Also, there was just advertised a 15% off coupon to All customers. So I dont believe an extra 15% is comparable to the 70% off that was advertised when I placed my order. Thank you, but im not interested . 

      Sincerely,

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

      Business Response

      Date: 10/18/2022

      ****-

       

      We are sorry to hear that.  Again, we know we have lost your trust and hope that we can earn it back one day in the future.

      Crocs

    • Initial Complaint

      Date:10/06/2022

      Type:Customer Service 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 received order #********CUS as a gift. I wanted to exchange the gift for a different size. ******** services resolution was that I drive an hour one way to exchange in store. Thats over two hours of driving to exchange a pair of shoes. I placed order #********CUS and Crocs canceled the order the following day. The item was in stock the entire time. My order total would have been $24.90 (that includes shipping). ******** service said my order was canceled due to a technical difficulty on their end and told me to replace my order with a 20% off coupon, which would have made my order considerably more expensive (new order would have been approximately $44). ******** service then hung up on me.

      Business Response

      Date: 10/07/2022

      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-QTZ4W4236KF3

      For your order that you would like to exchange can you please tell me what size, style and color you are looking to exchange for and a complete shipping address.  

      Thank you
      Crocs

      Customer Answer

      Date: 10/09/2022

       
      Complaint: 18176510

      I am rejecting this response because:

       

      Crocs is acting like they are doing me a favor by supplying me with a promo code for 30% off my purchase. As you can see in the photos attached to this response, however, this is simply the company trying to charge me an additional $16.59 for my item. Crocs canceled my order despite the item being in stock, and now they are maliciously trying to charge me more money while hiding behind the guise of customer service.

       

      Regarding the other issue (my return), after waiting on hold for over an hour with telephone customer service, I was given a return only option. Not only did they waste an exorbitant amount of my time, but they failed to provide me the exchange option advertised on their website  



      Sincerely,

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

    • Initial Complaint

      Date:10/06/2022

      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 ordered from the website and my crocs were showing up at $15.00 a piece. I got my order confirmation and then later they cancelled my order. When I tried to contact them about this they werent very helpful at all and just offered me a 35% discount which isnt even close to what I paid.

      Business Response

      Date: 10/07/2022

      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: CS30-9IRPF64TDOUC

      The above coupon is not stackable with your already received 35% off, but as another offer from us.  

      Thank you

      Crocs

      Customer Answer

      Date: 10/12/2022

       
      Complaint: 18175893

      I am rejecting this response because: the 35% discount isnt even close to what I would have received with my original order. The sale that was showing on line at the time of purchase was $15.00 for adults and childrens classics crocs. The customer service rep I chatted with totally disregarded my concern as well. You can see that in the conversations. There was no explanation as to why my order was cancelled just a cancellation notice. I understand that systems have errors but I received a confirmation of my order was even confirmed and the money pulled. I have been refunded and it took 3 days for that. I dont feel that this is fair to myself and other customers. I have attached a few screenshots of my order confirmation as well. 

      Sincerely,

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

    Crocs, Inc. is NOT a BBB Accredited Business.

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