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:10/19/2022

  Type:Customer Service 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.

  From the initial onset of ordering, I have had now up to 12+ calls or chats with Converse.com on some recent purchases...Recent chat history---Awesome, thank you very much, ******! Our records show 2 returned orders that have finished processing and the refund has been issued for both. The first order *********, containing 2 items returned with a total of $141.73 refunded. The second order ********* containing 1 item returned was refunded for $70.69. The first refund was issued on October 17th and the second refund was issued on October 18th. Refunds can take **** business days to appear back on your original payment method!I'm extremely frustrated with Converse on how they handle business. I will NOT be providing any endorsement or recommendations for this company, until I have someone high up contact me in regards to this issue.What a waste of my time in even having to contact BBB... I give Converse a -1 star... they should not be in business online...

  Business Response

  Date: 10/24/2022

  Hello ***************************,

   

   

  What can I assist you with? Those are the returns windows. We do not control how fast a refund is processed after we complete our portion. You bank may take up to the full amount of time but usually that isn't the case. Is there a particular issue?

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 10/24/2022

  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:10/06/2022

  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.

  for the last 2 months, I've been trying to correct this problem myself to no avail--- the problem is trouble is with their website ---I've purchased 32 pairs of converse before on this day This day I went through the process of custom ordering 7 pair of shoes and when I, went to place the order the website would not let me go any further it just stayed on the place your order well I, thought something would finally go thought it would finally go through so kept hitting the place the order button all the while this order was going through--- so they are rejecting my orders now because of the 27 rejects on the website ----I, contacted converse many times ----no help talked to 38 people 7 supervisors 13 hang-*** even tried to cont **************************---which he a non-caring CEO. want these rejections taken off my report my credit is excellent and my score is high no reason for this to happen ----none!!! would like to e-mail ***********************

  Business Response

  Date: 10/10/2022

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

   

   

  We are not the ones that are denying your payment. If payment is being denied we would suggest contacting your bank. They are team making the decision. These are not affecting your credit report as these transactions have nothing to do with pulling credit requests. Please reach out you your bank they will be able to assist you further. 

   

   

  Thanks,

  Eugene  

  Customer Answer

  Date: 10/10/2022

  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. 

  In response to "converse many many times have contacted my bank have have assured me "ITS" converse that is stopping this order from going through and it's because of the 27 rejections --- CONVERSE has failed to take these rejections off so I, can buy their shoes---- have asked before many times and they won't. First they told me they thought it was fraud so they stopped the order from going through----now it's the rejections and they won't fix this . Were talking over 2 months I've been dealing with horrid company and have purshed  32 pairs of shoes of shoes from this company----and want this to go on record for anyone to see ---- again I've been ordering on line for many years for I'm disabeled so I, know what to do  my bank  ad it shows where they have let this purchase go through but they tell me ""CONVERSE' stops the process!!!! this **** did no investigation at all!!! Just like the rest of converse works! 

  Business Response

  Date: 10/14/2022

  Hello *********************,
  
  I apologize for the frustration, but this isn't our intention. It is the financial institution that provides recommendation of approval or rejection on orders. We need to rule out possible points of failure before we can move on to the next possible solution.  
  This is the reason we have you contact your financial institution and tell them the situation. Banks and credit card companies can reject orders if they are high volume,over a specific dollar amount, etc. Some of these institutions require verbal confirmation from the account holder.
  

  Our first course of action for our consumers is to reach out to your financial institution.Our next course of action (which we opened when you originally called customer service) is to open a case with our Production Support team to investigate the order issue.
  The result of that investigation are as follows. Production Support contacted our vendor PayPal (vendor used for checkout), and they were informed that these orders attempts were denied based on suspected account take over.
  

  These processes are outside Converses control. This issue is on the vendors end.You will need to speak to the vendor and provide more details so they can allow these orders to be processed in the future. If there is anything we can assist with providing, please let me know.
  Thanks,
  ******

• Initial Complaint

  Date:09/24/2022

  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 made a purchase on or around 9/21/22 online immediately I cancelled the order but the monies was taken out of my checking account through PAYPAL, their terrible customer service chat line ******** said my monies wont be returned until **** days the monies are not pending its been subtracted from my account, **** supervisor refused to allow me to file a complaint against her 2 chat representative *************************** and LovepreetkaurD, I have the right to be heard and the right to file a complaint against their poor customer service she repeatedly told me to do a survey to file a complaint.

  Business Response

  Date: 09/28/2022

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

  
  When an order is cancelled,there will be a hold on the funds while all systems process the updated information. The cancellation in our systems shouldnt take more than 2 days to process. Then the information is sent to PayPal to complete the refund process in their system. That process can take up to 10 days to clear on the PayPal side. If your funds are not refunded within that time, please reach out through BBB and I will ensure your refunded.

  
  As for the way that the agent handled the call, we are opening an investigation and will re-train and educate those agents involved. I would like to apologize for the way this situation was handled.  Please know this type of behavior isnt tolerated or acceptable. We will ensure no other customer is treated in that manner.
  
  Thank you for your understanding,
  
  ******

  Customer Answer

  Date: 09/28/2022

  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. I should be able to file a complaint on your chat line representative, terrible customer service, no solution unsatisfied. Poor customer service

  [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,

  **********

   

   

  Business Response

  Date: 09/28/2022

  Hello **********, 

   

   

  There wasn't an actual reply, this is the same complaint as before. I've provided all the information regarding your cancellation. If there is anything else I can assist with please let me know.  After review of the call conversation we can see that you continued to push the agents and call them by something else besides their name. This type of behavior makes it difficult for our agents to assist you. A manager will contact you to explain the process of refunding your cancellation. Our process is 1 to 2 days. After that it's PayPal.  The up to 10 days is PayPal processing time and we do not control their process. The cancellation is already processed on our end. There is nothing else we can do to speed up the process.  

   

   

  Thanks,

  Eugene 

  Customer Answer

  Date: 09/28/2022

  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.

  Leave me alone still gave me poor customer service. Terrible company
  
  FAQ
  
  Regards,

  Walteretta

   

   

• Initial Complaint

  Date:09/07/2022

  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.

  On 8/14/22 an order was placed on Converse.com using a giftcard. On 8/15/22 Converse cancelled my order with no explanation but did not refund the money to my giftcard. I have been on the phone about 8 times and spent several hours with Converse agents to figure out how to get my money back. Every agent tells me something different. It is now 9/7/22 and I just spent another 45 minutes on the phone just to be told they need another 2-3 days. My giftcard was in the amount of $75 and Converse cancelled my order and kept my money.

  Business Response

  Date: 09/14/2022

  Hello *****,

   

  We apologize for the order cancellation, looking into your inquiry **************** sent our a replacement gift card to your email on file on September 12, 2022 at 4:08pm. If you have any issues please let me know.

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 09/15/2022

  [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:09/06/2022

  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.

  order #********* was placed on 08/31/2022, *** returned the package due to the damaged box. No other information provided. I called Converse customer service number and I was on hold for 2.5 hours. I needed the item because my daughter's birthday is coming up and that's all she's wanted are 2 pairs of converse shoes. I asked that I need the items shipped asap due to time constraints. I was informed and I know that it takes a couple of days for the refund to be put back in the card. I asked if they can send the refund to a card and just send the order back out again but refused to do so. In turn I have to come up with another $153.00 to purchase the items and wait for the refund to come in and hope and pray it comes back ASAP. I was advised that customer rep are not able to contact the department that sends out orders.

  Business Response

  Date: 09/14/2022

  Hello *****, 

   

  I apologize for the delayed refund. I expediated your refund and you should receive an email from **************** within the hour. The full refund of the ****** is applied. If you have any other issues please contact me by replying to the complaint. Here is the transaction details for your reference as well. 

   

   

  Refund request submitted successfully with PSP reference ZF2KLS9F8V4GX632
  Amount USD ******
  
  

   

   

  Thanks,

  ******

• Initial Complaint

  Date:09/03/2022

  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 paid $207.07 for two new pairs of custom converse. One pair showed up the tongue says it is size 13 but it is clearly a whole 2 inches longer than they should be. Not to mention they were thrown into the shipping box without a shoe box, and without anything to help them hold form or protection other, than a single sheet of tissue paper which left them completely unprotected. The other pair never showed up, because they didnt give correct information for customs, and they wont fix it. I have contacted them about the issue, and they send me an email to respond to start the return and refund process, and no one ever responds. I have contacted them three times now, with no luck.

  Business Response

  Date: 09/13/2022

  Hello ****, 

   

  I apologize for the custom clearance issue, upon further investigation your order was released, shipped and delivered to your address on September 8th 2022. It seem that customer service has also contacted you and provided a discount for a future purchase. Please let me know if there is anything else I can assist you with. The custom error happened with our Carrier and I will be in contact with them to ensure similar issues don't occur in the future. Thank you for your patience in the matter. I've added the Shipping History for your records. 

   

   

  Thursday
  SEP
  8
  Delivered
  
  SHIPPING HISTORY
  
  THURSDAY, SEPTEMBER 82:03 PM | *********, **
  Delivered
  9:38 AM | ***********
  Out For Delivery Today
  

  8:44 AM | *******, **
  Processing at *** Facility
  7:53 AM | *******, **
  Arrived at Facility
  7:00 AM | ******, **
  

  Departed from Facility
  3:00 AM | *************, **
  Arrived at Facility
  2:28 AM | **********, **
  

  Departed from Facility
  WEDNESDAY, SEPTEMBER 711:22 PM | **********, **
  Import Scan
  2:19 PM
  

  Your package is prepared for clearance.
  1:28 PM
  

  Your package has cleared customs and is on the way.
  12:55 PM
  

  Your pkg has been delayed due to missing clearance information. We are attempting to obtain information from the shipper / Your package is on the way
  12:00 PM
  *** has received the information needed to submit your package for clearance.
  

  12:00 PM | **********, **
  Your pkg has been delayed due to missing clearance information. We are attempting to obtain information from the shipper
  
  
  
  Tracking Number:
  1Z861FR46700217883

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:09/01/2022

  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.

  My exchange was processed on the 18th of August, but I have yet to receive any updates on my shoes. I exchanged a pair of 9.5 in Womens for a 10, but the website is still saying that my order is being processed after 2 whole weeks without ANY communication whatsoever! I also never got a confirmation email. When am I getting my shoes?!

  Business Response

  Date: 09/13/2022

  Hello Kyra,

   

   

  Our warehouse is experiencing higher return volumes this has caused a delay in exchange fulfillments. I have expediated your order and you should receive a replacement  by 9/16. The new order number is ORDER 203513092. You should also receive an email from customer service providing the detail of your replacement order. Please let me know if you have any issues. 

   

   

  Thanks,

  Eugene 
  
  

• Initial Complaint

  Date:09/01/2022

  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.

  I order a pair of shoes online on August 15, 2022. I cancelled the order on August August 17th. Today is September 1st and I still have not received a refund to my **** card. I called customer service this morning and the first representative I spoke with told me that they never charged me and to contact my bank. He stated that it was just a preauthorization. I called my bank ten minutes later and they verified that I was indeed charged and the transaction was never reversed. Calling Converse again, a young lady said that she would look into and came back to the phone, only to tell me I had to wait an additional 7 days for the refund. I was/am livid. It does not take two weeks to refund a canceled order! My order number is ********* and the amount is for $100.70. This company has the worst customer service I have experienced thus far! Never shopping with them again!

  Customer Answer

  Date: 09/11/2022

  [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,
  
  Brooklyn ********

• Initial Complaint

  Date:08/31/2022

  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.

  My Niece stole my credit card last night made purchase on she's in jail today I called converse they said they could not refund my money even though nothing had been shipped out that if I wanted it stopped that I need to get in my bank and tell my bank and when I got the shoes that I need She made all the shoes backhoes . Then I just got an email saying that the shoes were gonna be shipped to me and their estimated time was may 11th

  Business Response

  Date: 09/13/2022

  Hello ******,

   

   

  I apologize for the inconvenience, we can refund the purchase but I would need to know the order number. If you could provide that information to me I will work on getting this settled. 

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:08/22/2022

  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.

  Hello. I am a customer and very ****** off with ************************. I made an order of 4 pair of shoes, and I just returned 2 pair of shoes, I did used the proper ''label return'' to make the return (at ***** and the package return was delievered on 10th august 2022, the *** tracking number is 1Z2632FF9050238517 The CONVERSE.COM Order number is ********** I made several calls to the Converse.com **************** Support, and they just told me to WAIT, because my payment was made with PAYPAL. I asssume they are only retaining my money. It has passed 12 days since the RETURN ''PACKAGE'' was delievered to Converse. I need my MONEY REFUND back ASAP please, this is not acceptable. HELP!

  Business Response

  Date: 09/13/2022

  Hello *****,

   

   

  I would like to apologize for the refund delay. Our warehouse team had a back log of orders and that can delay when refunds are processed. I've checked with PayPal and your order was refund on August 23rd 2022. I'll provide the details below. 

   

  Reversal sent to ***** *************************************
  August 23, 2022 at 7:02:47 PM EDT
  Transaction ID: 1X55435605071552B
  Payment Status: COMPLETED
  
  
  
  Gross amount
  -$172.40 USD

   

   

  Thanks,

  **************************;