We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
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

Find a Location

Crocs, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:08/03/2022

      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 AM HIGHLY IRRATE BECAUSE I WON AND PPAID FOR AN EXCLUSIVE PAIR OF *************************** COLLABORATION CROCS.EMAIL FROM CROCS ""Crocs <***********************************>To:****************** Wed, May 25 at 9:20 AM Congratulations! Theyre yours.Congratulations!Congratulations!Hey ******, Youre one of the lucky few who have been selected to purchase the *************************** X CROCS POLLEX CLOG URCHIN! We will ship your shoes as soon as they are available, and email you when they are actually sent out. Weve successfully processed your payment and an order has been placed for the *************************** X CROCS POLLEX CLOG URCHIN in size US 8 MENS / US 10 WOMENS. Heres your order number for reference: CS0024US000060055EQL Shipping details will be sent once your shoes are out the door!" I HAVE CALLED CROCS AT LEAST 12 TIMES IN THE LAST 3 MONTHS. FIRST THEY SAID IT WAS A MISTAKE ON THEIR PART. AND SAID THEY WOULD SEND ME MY SHOES.EMAIL FROM CROCS "*********************** <****************************************>To:****************** Wed, Jun 8 at 1:47 PM Hi ******,We're happy you contacted us and would love to help you be comfortable in your own shoes.I've successfully set up your re-shipment order. The case number for your records is ********. Your package will arrive in roughly **** business days. Due to the fact this replacement order was placed by us manually, a tracking number will not be systematically emailed. Should you wish to have a tracking number, we'd be happy to provide one for you after the package ships from our warehouse. Please allow 48 hours for processing until this occurs.Thanks again for reaching out, please let us know if you have any additional questions.Kind regards,*********************** *********** Specialist ************ *********** www.crocs.com crocs #comeasyouare ref:_00D60KGaJ._5003usyglD:ref"THEN I WAS TOLD THAT THEY WILL BE SHIPPED IN JULY, IT IS NOW AUGUST. NOW THE ***** IS THAT THEY OVERSOLD AND FALSELY ADVERTISED THAT THEY ARE AVAILABLE.

      Business Response

      Date: 08/23/2022

      Lauren-

       

      Thank you for reaching out through the BBB, and I am very sorry about your experience with Crocs and the Selehe Collaboration.    I have sent you a pair of antique white Selehes order number *********, tracking number 1Z6V62801363516277. 

       

      Please let me know if I can help with any other questions or concerns. 

       

       

      Crocs

      Customer Answer

      Date: 08/25/2022

       
      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:08/03/2022

      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 would first like to talk to you about your poor customer service. I have tried many times to return an item and gotten no response from your customer service team. I reached out via text message and chat only to be ignored.I am looking to return an item that is supposedly a part of a collaboration, however both items in the package are still for sale on the website. Also all over the website it states that there are hassle free returns, which this has been far from and it is deceitful to make us customers think different. I finally called and spoke to a rude man who was not trying to assist me and refused to allow me to speak to a member of the management team for resolution. Team member Dimitar and Manager ******. Theres is nothing special about the classic croc in the color pure water. When I placed this order this is not what I thought I would get. I have lost jibbitz because they dont stay on. I thought these would come adhered to the croc in a manner where they would not come loose. The crocs themselves are also too small, this is the same size I always purchase and they do not fit properly. These crocs can be resold at the current selling price of ***** because they are CLASSIC crocs. The jibbitz are also still for sale. I have been troubled with the back and forth for about 2 weeks and I would like a resolution to my problem- a return, refund. It should not be advertised everywhere on the website as hassle free returns for me to have this issue.Order reference number CS0028US000078965EQL

      Business Response

      Date: 08/04/2022

      ******-

      I have gone ahead and refunded your order.  Please let me know if you don't see the refund into your account within the next few days.  

       

      Crocs

      Customer Answer

      Date: 08/04/2022

       
      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: 08/09/2022

       
      Complaint: 17666386

      I am rejecting this response because: I am writing this as I came to a solution with Crocs on 8/4 and I was supposed to be issued a refund. I have not received it and it is not pending. 

      Sincerely,

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

      Business Response

      Date: 08/22/2022

      ******-

       

      I have issued the refund again, PSP reference M2HNLXZZL37DPK52.  Please let me know if you dont see that back within this week.  

       

      Crocs

    • Initial Complaint

      Date:08/02/2022

      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 returned order number ********cus and it was received by crocs on July 13 2022. *** tracking number 1z6f86039014595473. I have spoken with customer service repeatedly. I received case number ********. I want my refund of $93.34.

      Business Response

      Date: 08/03/2022

      *******-

       

      I have fully refunded your order in the amount of $93.34 today 8/2/2022.  Please let me know if you don't receive that refund in the next few business days.

       

      Crocs

      Customer Answer

      Date: 08/04/2022

       
      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.   I have received my refund.   I just cannot understand why I had to go through the BBB to obtain a simple refund for returned items    Your customers should not have to wait a month for a refund.  Thank you for your help.


      Sincerely,

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

    • Initial Complaint

      Date:07/27/2022

      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 shoes with 2 day shipping. I know process time is 15 days so I waited ******************************* reason of any kind my order was cancelled. I called customer service to be told all the items I ordered were not in stock and they would refund me and give me a coupon for my shipping. I used the coupon to reorder the shoes. Despite being out to stock they were still available on the website so I waited several days then reordered. Then after one week I called back to check in and was told all was fine they would be shipped. After another 5 days I called again and was told AGAIN on yes they are in processing but will be shipped out by Friday and I have the worker send me email confirmation of this. I emailed back on Friday to let the worker know my order had not been shipped and come Tuesday my order was once again cancelled. This time when I called to customer service I was bounced from worker to worker getting a different story each time. Some say it was payment which I purchased through after pay which I had been paying on so I know my payments were good. Some said it was out of stock and some said no they are in stock. I got no resolve of the 6 times I called customer service. They have no contact beyond their customer service line and when I email any of the emails on the website they will not respond. I cannot get a straight answer not the company to actually ship the products.

      Business Response

      Date: 08/04/2022

      Mo- I was able to look at both your orders, and they both were cancelled due to technical glitch.  For some reason the orders did not move through our systems and were thusly cancelled systematically.  I am working on replacing both orders for you.

       

      Crocs

      Customer Answer

      Date: 08/12/2022

       
      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,

      Mo Dart

    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.

    Why choose a BBB Accredited Business?

    BBB Business Profiles may not be reproduced for sales or promotional purposes.

    BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

    When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

    BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

    As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.