Complaints

This profile includes complaints for Converse, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Converse, Inc.

  1 Lovejoy Wharf Boston, MA 02114-2114

• 

  Converse, Inc.

  160 North Washington Street Boston, MA 02114

• 

  Converse, Inc.

  1 SW Bowerman Dr Beaverton, OR 97005-0979

• 

  Converse, Inc.

  160 North Washington Street Boston, MA 02114

• 

  Converse Retail

  10600 Quil Ceda Blvd # 664 Marysville, WA 98271

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.

• Initial Complaint

  Date:12/06/2022

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 an $80 pair of sneakers online, but they were too small. I started a return, but called the support line to try and process an exchange. During the support call, I was informed that I needed to process the return as it had already been started. After the call, I continued the return and ordered a larger size that arrived a few days later. My money was never refunded from the original order after it arrived at Converse on 11/23/22, and after calling support again a week after the return, they informed me that I had exchanged the shoes for a larger size, which I had been told was not possible. The next week the new shoes arrived without a packing slip or any return information. Support has not allowed me to return these shoes for a refund now because there's no shipping diggings. My account does not reflect the exchange and shows Return Refunded with no way for me to return the shoes. I've spent hours on the phone being talked in circles. I would like my money refunded on the original return.

  Business Response

  Date: 12/12/2022

  Hello *********, 

   

   

  Your refund has been successfully completed for your order 204279239. The refund will be reflected on your method of payment within **** business days.
  
  Refund request submitted successfully with PSP reference KNSB86WX5R5SC2C2 for $95.40

   

   

   

  Thanks,

  Eugene 

  Customer Answer

  Date: 12/12/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:12/05/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Early this morning before normal business hours, I ordered a pair of converse shoes. Somehow when paying with Apple Pay my old address and email that hasnt been used in over a decade populated and at the point it was too late to correct.I had no option to cancel. I called first during normal business hours and was told they cant cancel the order or change my shipping address. I was told to contact the old address. I do not live there its literally in another state. I was extreme disgusted that the address couldnt be changed or order could not be canceled. I was told that I can wait until it get picked up by shipping to attempt to have them resolve. Now only my responsibility. Now that is going to be even more difficult. I am calling the company before it ships to change the address and converse can not do this?? I will NEVeR give converse a dime of my money again. What kind of poor system are they running? This deserves to be shared on social media. They didnt even care and made no attempt except update my email. They took my money and didnt even try to update my shipping. Ive worked with a smaller company and it was done with ease!!!! Order number provided Over the phone #*********. All I wanted was my shipping to be changed to the same as billing. At this point I dont know if this is the correct order number because I never got confirmation.

  Business Response

  Date: 12/12/2022

  Hello *************************,

   

  I can understand your frustration with the Apple pay experience, we are working with our tech leads to address the Apple Pay issue and we thank you for your feedback. If you could provide me the correct address in a follow up email. I will see what we can do. 

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:12/01/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  December 1st, around 10 am. i ordered shoes from the website and it went through. it took the 90$ out of my bank account, but the shoes stayed in my cart? the shoes have not been ordered but converse stole the 90$ out of my account. this is insane and i want my money back

  Business Response

  Date: 12/02/2022

  Hello ***********************,

   

   

  I can confirm your order was placed and it on the way. Your Order number is ********* and is Estimated Delivery date is December 9th. You can check your order status on Converse.com using that order number and your email address and billing zip code. I've attached proof that you order was placed as an attachment. Let me know if you have any other questions. 

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 12/03/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:11/28/2022

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 at 10:11 am on "cyber monday" realized within 2 minutes I ordered the wrong size. Went online to try to cancel but was not able to. Called the 800 number for **************** and was told that I could not cancel any orders due to Cyber Monday and the system being " too busy". I stated I needed a different size which I was then given the option of purchasing another $80 pair of shoes now (so $160 total out of pocket) or wait for them to be delivered, return and re-buy which would end up making them delivered after Christmas. I told the Agent I wanted to speak with a Supervisor. I believe his name was ****? and he stated that he could not cancel due to blackfriday/cyber monday I did state I waited on hold longer than the item order had been in the system and the agent told me the order hadnt even been processed. I asked where in the policy it states no cancellations on these dates and The supervisor stated it was not in there it was just " known" and the company blocks it out. I have no resolution and the end of the call was " i will email you if I can do something about it otherwise you will just have to wait". This is absolutely unacceptable to admit to not having it in the policy and still practicing an illegal behavior especially for a huge corporate company like converse. UNACCEPTABLE AT BEST!

  Customer Answer

  Date: 12/09/2022

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 12/12/2022

  Hello,

   

   

  We can exchange your order or return your order. Exchanges during the holiday season can take a long time to process. If you order the wrong size, we can price match your original order when placing a new order for the right size. Our system doesn't let us modify orders at this time. Once your new order ships we will adjust the price to reflect the sale price. ********** the new order return the old one and I will make sure you don't pay more for the same item.

   

  Thanks

  ******

  Customer Answer

  Date: 12/13/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  Your response did not address my concerns on implementing a fake term in your TOS you ignored my question completely and the shoe I purchased was not is not and does not go on sale which further proves you did not fully read, understand or address my actual concern! I asked where in writing I cannot cancel an order on Black Friday again not a sale item. I needed the money back to purchase the correct size not wait two weeks for shipping then return the shoe wait two weeks to ship back then be refunded then purchase the shoe. Christmas would be long gone and all I wanted was to switch the size of the shoe and was given lies about your terms of service and user agreement has written in it no order cancellations on Black Friday however after speaking with your manager/ call center supervisor, there isnt actually a law/rule/writing of this fake rule and therefor shouldnt be enforced! 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  Megan

   

   

• Initial Complaint

  Date:11/27/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 place an order for a pair of ***** 70 Vintage Canvas Shoes in Burgundy/Egret/Black - order number *********. I paid $85. According to an email sent to me on November 22nd they were being shipped to my home address via ***** (tracking number ************). I received an email on November 27th saying that the address on my package was wrong and ONLY the shipper could contact ***** to make corrections. I contacted Converse customer service and spoke with *****. He told me that according to his "system" the address on the label was correct, and that once the package leaves their warehouse, is it no longer their "problem" (his words). He said that it is up to me to contact ***** to find a resolution. I repeated that ***** said (**** ***) only the shipper can call. ***** then proceeded to tell me that in that case, since they dont contact the shipper, the package would be returned to them and I would get a refund in **** business days and at that time I could place another order OR I could place an order now (for another $85) and then when the original package is returned to them, they will credit my original payment method. When I explained that I DO NOT have another $85 (this is the one big gift for my daughter) to place an order, the response I received was "well, that is unfortunate, however there is nothing we can do." So, for an already stressful time of year, made worse because I was laid off a month ago, I am being told by a company representative that I paid a lot of money too, that I was out of luck and my daughter may not get her shoes, because Converse is not willing to provide good customer service and help me. Worse yet, when I asked if there was the possibility that the warehouse may have put the wrong address on the package, I was told "that is not the way our system works and cannot happen." I will NOT place an order from this company in the future and will instead by from a store. I also plan to advise friends and acquaintances not to buy.

  Customer Answer

  Date: 12/08/2022

  I have not heard from the business in response to my complaint.  I am taking that to mean converse does not case about customer service and should be notified of such

  Business Response

  Date: 12/12/2022

  Hello *********************************,

   

   

  I apologize for the issues with your delivery. I can assure you we cannot modify shipping on orders placed. We are looking into your order to find out what transpired. I have refunded your original order and you should receive an email from customer service by end of day today. The refund information is listed here as well. PSP reference K8DRNG3PPM74J4C2 $92.23 Order Number *********. Please keep this for your records. Your refund will be reflected on your method of payment within 5 to 7 business days. 

  Customer Answer

  Date: 12/13/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *********************************

• Initial Complaint

  Date:11/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 navigated to converse.com to research a pair of platform all star shoes my daughter requested for Christmas. As soon as I reached the website I was met with an offer of 15% off my next order if I signed up my email address. No exclusions were listed. I clicked on the offer an entered my email address, first name, last name and birthdate. Again, no exclusions were listed. I submitted the information. When I received the welcome email with the 15% off discount code I then was given a link that said 'Exclusions apply. See site for details.' How is it acceptable to offer a customer a discount for providing personal information such as email address and birthdate, not tell the customer that there is a very long list of exclusions that apply to the discount and then restrict them from using the discount for that reason after they have signed up for the website. I would not have shared my information had those exclusions been disclosed. I called Converse customer service, spent 40 minutes with them, and ultimately was told there was nothing that could be done as the item I wanted to purchase was in high demand so no discounts would be offered. My husband and I re-visited the website with his info to re-confirm that no disclosure was made prior to submitting my information and that has been reconfirmed (pictures attached). It would be interesting to learn how many of these 15% off discounts have actually been redeemed. I suspect not many as, like myself, other customers were similarly surprised to learn that the product they wished to purchase was excluded from the discount after they provided their personal information.

  Business Response

  Date: 12/02/2022

  Hello ***************************,

   

   

  I can completely understand your frustration, I'm reviewing this issue internally with our partners and will follow up no later than December 9th. Thank you for your patience. 

   

   

  Thanks

  Eugene 

  Customer Answer

  Date: 12/10/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.

  The response stated they were reviewing internally and would respond back with a resolution no later than December 9.  It is now December 10 and I have received no additional communication or offered resolution.

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ******

   

   

  Business Response

  Date: 12/12/2022

  Hello ***************************,

   

  I apoglize for the delayed response. Thank you for bringing this issue to our attention. It isn't our intention to mislead our customers. We are updating that messaging to clearly state exclusions apply. If you place an order on converse.com please reply back to this BBB complaint. I will discount your entire order the 15% back to your method of payment. 

   

   

  Thanks,
  Eugene 

• Initial Complaint

  Date:11/17/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  In August I made a purchase and noticed that Converse had mis-charged the shipping fee. I was told shipping free due to the order cost but yet ended up with 73 bill which became 73 + 5 shipping - 5shipping discount = *****. I have raised this to converse, was laughed at on the phone, told I was wrong through many emails and communications, promised call back and emails that never happened, lied one time after the other about terms that exist on their website that were inexistant, I sent them screenshots of their own website showing time and time again that they were not only deceitful, they were refusing to do anything about it. They eventually changed their website (what would you know, surely they don't change their website ******************* customer's complaint, unless there is actually a point?) and gave me a 30% voucher with the following exclusion: Simply enter the promotion code in the relevant field and confirm by clicking "APPLY" before submitting your order. Your above-mentioned discount will then automatically be deducted from your order amount. The code can be applied to one purchase on Converse.com and cannot be used in combination with other vouchers or existing promotions.Fast forward, I have now placed an order and the discount is not applying to my item that is not mentioned as an excluded item anywhere in the instructions on how I can redeem the discount code nor is there a link to any additional terms they could not included in the page of the discount. I have raised it to converse whose staff has been condescending at best and once again refusing to hear out of the customer. If the discount conditions exclude an item, fine, when there is no exclusion, don't make up new exclusions afterwards because they can be found on a hidden page on your website. I expect the 30% to be refunded to me very soon as I had to process the order to make sure it would be there for Christmas, which I expect staff was hoping would stop me.

  Business Response

  Date: 11/18/2022

  Hello **************,

   

   

  I apologize but I only handle the Converse issues for North *******. Please select the correct region and you should be able to contact the correct customer service team within ******************** to assist you. You can select your correct region here. https://www.converse.com/country-language-selector

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:11/05/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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.

  Purchased a gift card on December 12th, ******************** law could design her own pair of converse; however, their site was down for months and unable to design your own shoe. During this time, the physical gift card was lost due to a move. We have a picture of the physical card, but the pin was not scratched off. Therefore, we cannot use the card. Ive dont an online chat and a 14 minute call, asking for a discontinuation of the existing card and a reissue, but was told it was not possible. I have several concerns, which starts with the fact that we were unable to use what we purchase, because the site was down. Additionally, that they refused to re-issue the car they see has not been used.

  Business Response

  Date: 11/09/2022

  Hello *****************************,

   

  This will not be a problem I will send you a replacement gift card to you once we confirm the gift card still has a balance. You will receive an email from Converse, it will be a ******** Services email address within the week. 

   

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 11/09/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:10/29/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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.

  Converse.com website shipping policy states that orders over $50 get free shipping, but when I tried to complete my purchase, no free shipping option was provided. I even signed up to be a Converse.com member because members get free shipping, but still no free shipping option was provided. Their shipping policy details that only standard shipping is free for orders over $50 and members. I did a chat with Converse.com where I was told that they cannot do standard shipping to ******, therefore, I would have to pay either $10 or $20 for shipping. There is no verbiage in their shipping policy that states that free shipping only applies to the contiguous *************. This is false advertising. This happens often for someone living in ******, and normally I would just avoid doing business with them but my order was for my niece's Christmas gift - specific shoes that she had asked for. All I want is for the company to credit my Converse.com account with the $10 to cover the shipping...and I would like them to correct their shipping policy to specify the exception for those states outside of the contiguous *************. ****** people should not have to deal with this type of shady business just because of where we live.

  Business Response

  Date: 11/09/2022

  Hello *********************,

   

  I want to apologize for the experience you encountered on Converse.com. We have refunded you the shipping cost of your order on Nov 2, 2022. You should have an email from our customer service team. 

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:10/20/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  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 a converse account for many years with you guys, I recently had someone in LA (I am in **) sign onto my account and make a purchase with my saved card information.. I caught this before the order was even shipped out or processed and your employees treated me as if nothing could be done. It clear as the address and the name are not even in my state that it was shipped too that it was a fraud. Your customer service did not care nor try to cancel the order. I would really appreciate a refund on this, or you to look into this. This really set a bad taste in my mouth with converse that no one is helping me with a fraud transaction. The order number is *********.

  Business Response

  Date: 10/24/2022

  Hello ******,

   

   

  I apologize for the difficulty you experienced with this order issue. We take all claims of Fraud seriously and want to ensure you purchase are safe and secure. We are investigating your order as of today. Could you provide some details by responding the this complaint. Please provide as much detail as you can about the order. What email did was used to place the order what card was charged. We will get to the bottom of the issue and take the next steps.

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 10/24/2022

  It was placed under my PayPal account that was attached to ************************* converse account it was in the amount of **************************************************************************************** another state to a mans name I would like my funds back, please note I did delete my account with converse as I dont want anymore fraud on this