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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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:12/02/2024

      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 am a tax exempt disabled veteran and have sent 3 email and called 3 times to have my taxes removed or refunded without any resolution. On every call I am told I will receive an email to respond to with my tax exemption documentation, but I have not received any of those emails. When I email I am told to call in and they will resolve it. I am being strung along without any resolution.

      Business Response

      Date: 12/03/2024

      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.

      Kind regards

    • Initial Complaint

      Date:11/25/2024

      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've owned several pair of crocs and I just ordered a new pair. This pair is skinnier and smaller even though it was listed as the same size. I contacted the company this evening, November 25th at 5:30 PM. The woman who I spoke with on the phone assured me I would receive a full refund including the $10 I paid for shipping. After asking other questions she was very friendly but never could answer my questions, and hung up the phone with no solution. I then got an email for the return explaining I would not receive the shipping cost back. After the very poor customer service and design change of the **********************, I am asking for a full refund including the shipping I paid as I was promised over the phone.

      Business Response

      Date: 11/26/2024

      Hello *****, 

      Were sorry for the inconvenience youve experienced. A full refund for the item and shipping fee has been issued. Please allow 1-5 business days for it to reflect on your account. Thank you for your patience.

      Thank you, 

      Crocs 

      Customer Answer

      Date: 11/26/2024

       
      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:11/25/2024

      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 am writing regarding a refund dispute related to my purchase at your store on November 9, 2024. Below are the details of the transaction and issue:Transaction Amount: $114.33 Refund Amount: $19.20 Issue Description: Due to a cashier error, I was overcharged for an accessory (tag price $6.99, charged $24.99). Your store agreed to issue a refund, but the amount has yet to be credited to my account.Attempts to Resolve: I have called both the store and the customer service number multiple times, only to be redirected between the two. In the latest communication, I was told to contact my bank. However, as this issue stems from your stores operational mistake, the responsibility should rest with your store.I kindly request that your store promptly investigate and process the refund, provide an explanation for the delay, and issue a formal apology. If this matter is not resolved, I will have no choice but to escalate it through formal complaints with consumer protection agencies.Thank you for your immediate attention to this matter.

      Business Response

      Date: 12/03/2024

      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.

      Kind Regards

    • Initial Complaint

      Date:11/25/2024

      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.
      The Crocs website contains false advertising. Free shipping on items $45 or more. The more I add to my cart, the more I have to spend to get the free shipping. **************** *** says that my items need to be regular price. The website does not indicate that. It just says that the items must subtotal $45 after all discounts. I was asked to purchase the items and then call them after it ships to be refunded the shipping. There is no guarantee of that.

      Business Response

      Date: 11/26/2024

      Hello *******, 

      Were sorry for the confusion. Wed be happy to provide you with a new code for 40% off plus free shipping on your next purchase: CS40-5DCP3QD6254M. Thank you for your understanding.

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:11/21/2024

      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 daughter some ********** crocs. I love crocs and never had an issue until I had an issue with changing my shipping address. I made my purchase through my ***** account and it had me setup for my old address unknowingly I made the payment. As soon as I noticed which was the same day but ******************************************************** cancel my order so I was told I had to wait until the order gets shipped then I can contact them back (Crocs) so they can reach out to *** to change the shipping address. Now, I dont know if they are told to just send out some self written email saying they reached out to *** and the address will be updated but I received an email of that sort. I took there word for it. So I waited to see if the address was being updated. A couple days passed no word for an updated change so I reached out to crocs again. They sent me another email stating they reached out to ***. Im thinking maybe it takes a while to update so I gave them a little more time. Now, my notification from *** was sent saying my package was going to be delivered a day earlier. I would have been excited if it wasnt going to be sent to the old address still. I reached out to *** at this time to ask them about updating the shipping address. They stated that theres no way they go through Emails from companies to change the address. They would have to reach out to there shipping **** and then they contact *** and then the address is updated right away. If I pay to update the address on my end it will take more than 24 hours so they recommended me not doing so and to reach out to crocs again in which I did. The date 11/21/2024 I spoke with two agents who hung up on me and told me a sup wasnt available to speak with because they couldnt resolve my issue. I was told I was getting a reshipment but I dont believe them as they didnt follow through with the address change so Im reaching out to you guys to see if I can get something resolved.

      Business Response

      Date: 12/02/2024

      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.

      Kind regards

    • Initial Complaint

      Date:11/13/2024

      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.
      On 10/29 I placed an order with crocs for the Fortnite crocs. When I received notice of delivery I went to my mailbox to find they were not there. After speaking with the post office I was told they were lost. **************** at ******************** was closed. I feared the item would sell out since they are not opened until Monday and this was Friday. So I ordered a second pair under the impression I could return the first pair if it showed up. Both items arrived at my house and now I have two pairs. I went on the website to process a return and was told I could return them to my local store. Brought them to the store and was told they wont take them. Contacted customer service and was told I cannot return them or I could but there was no guarantee I would get my money back. Collaborations are not returnable never during my purchase was I notified of this plus of that was the case why would the website allow me to process a return and send me all the information on how to return them. This is 2024 how can the website not notify people if a return is not possible.

      Business Response

      Date: 11/14/2024

      Hello ****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Ive gone ahead and issued a refund for one of your orders (Order #********CUS) as a one-time exception. You should see the refund processed within a few business days.

      Thank you,

      Crocs 

      Customer Answer

      Date: 11/17/2024

       
      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:11/07/2024

      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 was contemplating placing an order with Crocs and then was sent an email to receive 25% off of my cart for a limited time. I updated my order and started to check out. However, I noticed that my 25% discount was NOT applied. Also, some of the items advertised as 30% off did not appear in my cart at the 30% off price. This sparked me to look closer at my totals. I had 9 minutes left before I'd lose the discount and decided to call customer service which was definitely NOT located in the *** and had to struggle to speak with a foreigner. She put me on hold several times and I lost the 25% off. She then told me that I could not use the 25% off because of the other discounts that were applied. I did NOT apply the other discounts, nor did I have a way to decline them. There were no separate codes entered to receive those discounts and the 25% off my cart code stated it was "applied". *** the code states, "Enjoy 25% off your cart TODAY" It doesn't say you only have 10 minutes (might've been 15) to check out until you're on the site. I want the items in my cart at the price they should be for a total of $126.24 NOT $169.85! That's what I'm trying to accomplish here. I printed everything that shows what occurred including their mismarked 30% off discounted items that were not 30% off when placed in the cart. I also have the email they sent, a copy of the order with incorrect totals, an email to customer service showing all this, and a screenshot showing "extra 25% off discount applied in cart". I want a refund of $43.61 because it's the right thing for them to do - I wasted over 2 hours of my time now just trying to get the sale they advertised! I don't appreciate false advertising and will remember how they treated me going forward!

      Business Response

      Date: 11/07/2024

      Hello *****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We've issued a refund for the price difference, please find the refund letter attached. 

      Thank you, 

      Crocs 

    • Initial Complaint

      Date:11/06/2024

      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.
      On 11/1/24 I ordered a pair of Echo Clogs from the official crocs website for *****. (***** for the crocs) (4.99 shipping) (4.51 taxes)11/6/24 they were scheduled to be delivered to me but *** said they had a request from crocs to send it back to them. I was never notified if this was a shipping address issue or anything. Whenever I called crocs customer service they were unable to give me a reason why my Crocs were sent back. The person on the line then said I had to wait ***** days for a refund.Reading reviews from others some people this had also happened too say they either didnt receive a refund or had to continuously call in order to get a refund way after the promised ***** days. I just feel this is very shady and Im being taken advantage of. I dont even want the refund at this point due to how tedious this process has been I just want the item I ordered. Whether that be a whole new order or store credit so I can just re order myself.

      Business Response

      Date: 11/07/2024

      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!

      Customer Answer

      Date: 11/07/2024

       
      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:11/06/2024

      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.
      Hey dude(a Crocs co) had vote day offers at 50% off on 11/5. I was looking at the sale, checking prices, and wanted to see the final price with the discount. I have a 'shop' account with my billing information saved. And I placed an order accidentally on something I didn't want nor was there a discount. I reached out to them immediately and they said they couldn't cancel the order "At this time, since your order has been placed and confirmed, we cannot cancel your order or make any changes anymore. But no worries! we are more than happy to help you. There are two (2) options; you can refuse the item upon delivery or return it as soon as you receive it."I don't want it. I just want the order cancelled and refund to my bank.

      Business Response

      Date: 11/06/2024

      Hello *****, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Were sorry for the inconvenience. Per our policy, once an order has been placed, its processed immediately and cant be modified or canceled. However, you can return the shoes once they arrive. 

      Thank you, 

      HeyDude 

    • Initial Complaint

      Date:11/04/2024

      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 called initially to cancel my order within 10 minutes of being placed.The customer service representative told me that it could not be cancelled because it was already processed.The customer service representative told me that I could easily return my item, but upon receiving the item and attempting to return it is saying it is not eligible. The representatives have lied to me and did not resolve my problem. Their own website is misleading saying that any item is eligible for return/refund within 45 days of purchase. I am well within my right to return this item for a full refund per your own policies.

      Business Response

      Date: 11/05/2024

      Hello *******, 

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We attempted to issue a refund; however, it appears theres an open dispute with ****** regarding this transaction. To expedite the resolution, we have gone ahead and accepted the dispute on our end. You should receive confirmation from ****** shortly.

      Thank you,

      Crocs 

      Customer Answer

      Date: 11/05/2024

       
      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.

      Please let HeyDude know that I am happy to return the item back to them at their expense or can destroy the item and provide proof of destruction. 


      Sincerely,

      ******* Ma

    Crocs, Inc. is NOT a BBB Accredited Business.

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