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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:10/06/2022

      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 Tuesday the 4th of October crocs dropped to ***** a pair. I ordered 4 pair and the money was taken out of my bank account. The next day I received an email saying the order was canceled. They messed up and the ***** was not on purpose. I have now been trying to call them the last 2 days and been on hold for hours and then the call drops. Not only am I frustrated that they won't honor the price they dropped the product to, and that I absolutely can't get customer service to actually talk to me, but they still have not refunded my money. This is all unacceptable. 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.  I assure you, you were not charged but you might still see a "pending" charge that will drop off, timing dependent on your bank.  

      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-HIG22SSYH3MU

      Thank you
      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.
      Company website ran a promotion for their shoes at $15. I placed an order for 3 pairs and 1 additional non shoe item. I received a confirmation email that the order was placed and could not be cancelled after 30 minutes. I wake up the next day to the order cancelled hours after being placed and now the sale price is no longer available. Company provided no explanation for cancelling the order and has not refunded it either. I want my items at the price I ordered them at or my original order reinstated. You cant even get ahold of any one for their customer service.

      Business Response

      Date: 10/07/2022

      Dear Tiona~

      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-UK664P9VCTDD

      Thank you
      Crocs

      Customer Answer

      Date: 10/12/2022

       
      Complaint: 18175392

      I am rejecting this response because: the company is honoring the original $15 sale price for some customers but not for all which is unethical. Your customer service employees should be on the same page. I dont want 30% off I want my order at the price it was before you cancelled it.

      Sincerely,

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

    • Initial Complaint

      Date:10/05/2022

      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 went to the website and make an order yall had the crocs for 15 dollars and after I order yall cancel my order if yall put the price on yall website yall should honor it cause is not our fault yall charge the card and now Im waiting for yall put the money back to my credit card but quick to take it out n now cancel

      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:  CS30-53TD6EU2HYGH

      Thank you
      Crocs

    • Initial Complaint

      Date:10/05/2022

      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 the morning of October 4 order was placed for five pair of classic clog for a total of ***** the order was canceled on October 5 with no explanation. Check the website the items were not sold out there no reason to canceled. I would like the business to stand by the original sale and have the order shipped. Order number 36677598CUS.

      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-ZIU963VST4MQ

      Thank you
      Crocs

      Customer Answer

      Date: 10/13/2022

       
      Complaint: 18172799

      I am rejecting this response because: Technical error is not the fault of the customer it the responsibility of the company to honor the order and to offer 30 percent coupon unacceptable want the original order placed.  

      Sincerely,

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

      Business Response

      Date: 10/31/2022

      ****-

       

      Again we apologize for the inconvenience caused, and know that we have lost your trust.  We hope that one day we can regain that trust.  

       

      Crocs

    • Initial Complaint

      Date:10/05/2022

      Type:Order 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.
      Another order of mine has been cancelled as well, I ordered this due to a very reasonable price and something thats on my kids list. Please please let me reorder at the same price given.

      Business Response

      Date: 10/07/2022

      Dear ******-

       

      Happy to provide you with another code:  CS30-QHL96VIKA3Q9

       

      Crocs

    • Initial Complaint

      Date:10/05/2022

      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.
      There was an incorrect promotion online where their shoes were $15. I purchased 3 pairs and a day later, was noticed my order was cancelled. They have not refunded my money and they completely shut down all live chats and deactivated their customer service phone number. Users on ******* are also complaining about the same thing. Their website advertised a price, that is the price that should be acknowledged. I want my money refunded and all users affected by THEIR ERROR should still receive their order or a promotional code to correct the problem. The fact that they shut their live customer service options down is unprofessional and unacceptable.

      Business Response

      Date: 10/07/2022

      Dear ***~
      T

      **** 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.   You were not charged for the order, as we do not charge you until the order is shipped.  You may see a pending charge, but that will fall off, though the timing on that is dependent on your bank.  I assure you we did not close down our **************** center, only that we are receiving extremely high volume and the wait time for bith phone and chat can be long.  

      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-HT7RWUYULNO2

      Thank you
      Crocs

    • Initial Complaint

      Date:10/05/2022

      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 ordered a pair of Crocs for my wife and I and they were canceled in the middle of the night! They were suppose to be a surprise for her but it was totally ruined!

      Business Response

      Date: 10/07/2022

      Dear TJ~

      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-DUBGNXXNE3GA

      Thank you
      Crocs

      Customer Answer

      Date: 10/07/2022

       
      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,

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

    • Initial Complaint

      Date:10/05/2022

      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 these shoes online after placing in my basket, the price was lowered from the original price. Paid for the shoes and the ordered was confirmed. The next day I received an email that my order was cancelled with no reason. Therefore, I went back to order the same shoes again and the prices were different. This is not good customer service that the company doesn't honor their online orders. I would like to have these items, that I ordered at the discounted price. I don't own a pair of crocs but was told they were comfortable shoes and therefore I wanted to try them out. Order Details Order Number:36711101CUS Date Ordered:10/04/2022 Order Status: Order is being prepared Track Shipment: Order has not yet shipped Return(s): No returns are allowed before the order has been shipped.Cancel the Order Details of items in order ItemItem DetailsPrice EachQuantityTotal Classic Glitter ClogClassic Glitter Clog Item #******-001-M8W10 Color: Black Size: W10Sale Price:$15.00 List Price:$54.991$15.00 Classic ClogClassic Clog Item #*****-001-M15 Color: Black Size: M15Sale Price: $15.00 List Price: $49.991$15.00 Merchandise Total$30.00 Economy$7.99 Saltwater Missed Applied Sales Tax$2.76 Order Total$40.75

      Business Response

      Date: 11/09/2022

      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:  CS30-9HHLCLDL5LPA

      Thank you

      Crocs

    • Initial Complaint

      Date:10/05/2022

      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 recently made an online order for footwear on the Crocs website. The sale price listed was $15/pair and I ordered 4 pairs of Crocs to qualify for the free shipping option. I received a confirmation email that my order was received. This morning I received an email stating that my order was cancelled. I tried to call, but the line was busy. I tried to email, but there was no link to email my questions/concerns. I tried to chat and was disconnected several times. I finally got through on a chat and was told that there was a technical issue and that my order was cancelled due to this technical issue. I asked if the order could be reinstated, but the *** told me that this was not a legit price and it could not be offered. The *** offered me a discount (which would have resulted in the cost being double of what I had paid) and free shipping. I mentioned that I had never heard of a company not honoring orders (even if it was a technical issue) and just cancelling orders as a result. I asked for a copy of the chat to be sent to me and was told that I could download the chat once it ended, but it just closed the window. I am attaching a copy of the chat for reference that I copied before closing the chat window.I feel that this matter should be looked into as I am sure I am not the only customer that has a problem with how this was handled. The *** mentioned the technical issue was corrected within an hour...can they really cancel all orders that occurred within this time frame? Please advise...thank you.

      Business Response

      Date: 10/07/2022

      Dear *******~

      Thank you so much for reaching out, and I truly apologize about your experience.  However as stated, 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. I know the agent already offered you a discount, but I'd like to offer one again.   We apologize again, and here is  a special 30% Off & Free Shipping coupon for your next visit to our Crocs.com site.

      Coupon code:  CS30-5MQKXSPUK5XZ

      Thank you
      Crocs

    • Initial Complaint

      Date:10/05/2022

      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 had other orders and I dont see it. But I ordered my granddaughter her 2 crocs for the this super price. Why was I cancelled? Please this was for her Xmas gift and these were on her list. I was sad to see my orders were canceled.

      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-MH9SEISDNUAA


      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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