Complaints

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

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• 

  ECCO USA Inc.

  16 Delta Dr Londonderry, NH 03053-2328

• 

  Ecco USA, Inc.

  10600 Quil Ceda Blvd Ste 522 Quil Ceda Vlg, WA 98271-8094

• 

  ECCO

  1689 Arden Way, Space 1139 Sacramento, CA 95815

• 

  ECCO USA, Inc.

  Airmall, Space AC-13B Pittsburgh, PA 15231

• 

  ECCO SAN FRANCISCO CENTRE

  3754 Livermore Outlets Dr Livermore, CA 94551-4215

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:11/04/2024

  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.

  Received a coupon code for a previous warranty claim. It will not allow me to place the order for the replacement product. When I contacted ****, they tell me since I previously filed an unrelated chargeback claim (based on legitimate reasons), I am no longer able to order from their site. So I have a warranty redemption code and their site will not accept my order. I tried multiple ways, including having a family member order them for me and it wouldn't work. Their customer service is despicable and they need to be held accountable for this. They have my money and I have no way to redeem my warranty product. Their customer service team has been absolutely horrible and their BBB rating reflects that.

  Business Response

  Date: 11/05/2024

  I am very sorry to hear that you were experiencing issues trying to place an order on our website.   I was working with my team to try and explain why the order would not go through as you had a chargeback on an order from 05/09/2024.  It is a business practice that if a chargeback is submitted, we will no longer accept orders from or ship to the address on file for that chargeback.  We can also see that order US000009542 was placed by ****** ***** for the item that you were attempting to order.   The order is processing in our warehouse and will ship out as soon as complete.  

  On another note, the item returned for warranty is the same exact item you filed a chargeback for, this should not have been approved  Your account has been noted 

  Kind Regards,

   ***

  ECCO Customer Service

• Initial Complaint

  Date:09/25/2024

  Type:Sales and Advertising 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 bought these shoes about a year ago and the soles have disintegrated/unglued. Since this occurred, I have gone to the Ecco store near me (************* in *******, **) and they advised me to contact this complaint website to get an exchange of shoes for the defect. I love Ecco shoes and have about ten pairs. This is disheartening because it has not occurred with any of my other shoes, regardless of the amount of time I've had them.

  Business Response

  Date: 09/26/2024

  We are very sorry to hear this has happened to your shoes.   The item in the photos attached is the Men's BIOM Walk (item ******), these are from the **** 2010/11 line of shoes and have not been in the line for about ***** years.    Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered.   For the inconvenience, we are offering a 20% discount that can be applied towards a new pair of shoes to replace the ones you are having a problem with, but this is the most we can offer for a pair of shoes this old.  If you would like this code, please let us know.

  Kind Regards,

  **** Customer Service

• Initial Complaint

  Date:09/19/2024

  Type:Customer Service 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.

  It seems that many **** shoe users have experienced the same thing. I have and are owning several pairs of ECCO shoes, but found that some of the soles material were degraded after not wearing them for a while. I didn't expect that I, as a loyal customer for more than 30 years, would encounter such a problem.The soles of almost new shoes are peeling off like dough, and the sole surface is sticky. This is definitely a substandard product.Have contacted **** customer service, but no response after only one reply.

  Customer Answer

  Date: 09/20/2024

  Thank you for your reply. I didn't keep the receipt.

  For a while, **** provided an unlimited warranty for defective soles to deal with the problem of manufacturing defects in the soles of Ecco shoes and the numerous complaints that can be found everywhere on the Internet. But this time when I contacted Ecco,

  I found that they had closed their telephone customer service and only had email as the only channel.

  They only responded once and then stopped responding.

  Business Response

  Date: 09/23/2024

  Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered.  How long have you had the pair of shoes and would you be able to attach a few photos of the shoes?  I can see the correspondence between you and the member of Our customer service team.   They had shared the warranty policy and you are more than welcome to submit the shoes, but they will be denied if they were purchased more than a year ago.

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 09/25/2024

   
  Complaint: 22309069
  
  I do not accept the business's response as a resolution to my complaint because: [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.]
  Thank you for your reply! I am a fan of ECCO shoes. Whenever I and my family buy shoes, they are basically ECCO. And this brand is also my first choice for giving to relatives and friends during festivals.
  In fact, in 2017, I contacted ****'s customer service, Consumer Customer Service Supervisor, ***** ******, based on similar issues. The explanation at that time was that the quality problems of ****'s raw material suppliers caused a large number of complaints about the soles falling off. Once the soles of the shoes have problems during normal wear, they are not subject to the warranty period. It is precisely because of this responsible attitude that, although it really shocked me at the beginning, I still continue to make ECCO shoes the first choice for me and my family, and also share this with relatives and friends. Because this should be common sense, warranty and quality issues are not contradictory.
  I didn't know that **** had changed its warranty policy. In fact, this is not a problem for other brands. On the one hand, many consumers, including me, do not have the same expectations for most other brands of shoes as ****. The reason why I am willing to spend more money to buy **** is also based on its quality design, comfort and after-sales service. Also, as a matter of basic common sense, most people dont worry that even much cheaper shoes from other brands will have the soles fall off like dried mud after a year of normal wear.
  Sincerely,
  
  Shiyong ****

  Business Response

  Date: 09/27/2024

  Thank you for the photos of the shoes and the one shoe that I can identify is the Men's Seawalker.   The others, I am only seeing the soles of the shoes.   The Seawalker has not been in the line since about 2009 and is far past the warranty time frame.  The policy has been updated on the site as of 01/01/2024.  Seeing the shoes are all outside of the warranty, we can offer a 20% discount per pair that is applicable on the *********** site.  If you would like these codes, please let me know and we can send them via email through our system to you.  Unfortunately, this is the most that we can offer for shoes of this age.

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 09/30/2024

   
  Complaint: 22309069
  
  I do not accept the business's response as a resolution to my complaint because:

  This is a response to a previous claim.:

  What is occurring with the soles is called Hydrolysis. Hydrolysis damage occurs when moisture builds up in the thousands of air bubbles found in the polyurethane soles. This has occurred in less than 1% of our shoes and most often occurs with some of the older styles.
  If your shoes have this problem, simply submit a warranty claim so the shoes can be sent in for inspection by our ***************** team. Once inspected, if it is hydrolysis, you will receive a redemption coupon code that will enable you to select a replacement pair on-line at **************************.
  To submit a Warranty Claim, simply visit *********** . On the bottom navigation, under SERVICES, select Warranty. The Warranty Claim process will be explained in detail. Disregard the one year limited warranty, we do stand behind sole issues.
  A Claim Number will be generated and displayed. Be sure to retain this number to track your Warranty Claim. Once complete, print your Prepaid Return Label or E-mail it to yourself to print later. Then, simply package up your shoes, apply this label and drop off at any US ************ An email will be sent once your shoes arrive at ECCO.
  If you have any further questions, please call ECCO Customer Service?

  I think that clothing, shoes and hats are different from other goods. Warranty should be based on the frequency of use rather than the age. This is why the shoes were sent to **** for inspection. If the shoes were worn normally, or even never worn, they would disintegrate. Does this sound unreasonable? Whether it is an individual or a company, especially a world-renowned company like ****, is it one of the corporate's culture to be so irresponsible?

  Ecco previously admitted that the materials it selected were defective and offered some remedial measures, including exchanging old shoes for new ones.

  [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.]
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 10/01/2024

  As stated in the previous email, the shoes are far too old to be covered under the new ECCO Warranty Policy.   Below is the 20% code mentioned in the previous case, but this is all that we can offer for a pair of shoes this old.

  Code: NU2-AVRFYXPS

  Terms:
  - Can be combined with most other coupons/promotions
  - Free Standard Shipping included
  - Valid on Full Price and Sale Priced shoes
  - Valid online at *********** only
  - Valid on one item per order
  - Some exclusions apply
  - Valid through 12/31/2024

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 10/02/2024

   
  Complaint: 22309069
  
  I do not accept the business's response as a resolution to my complaint because:

  I don't accept this way of handling.

  I don't understand why shoes can break even if they are not worn.

  If so, why don't Ecco remind consumers when selling them?

  Why did Ecco admit that it was a quality problem of the shoes themselves and was not limited by the purchase time, but then changed the policy and are no longer responsible for the quality defects of Ecco products.

  According to the "new policy, if it is not suitable for warranty, the shoes will be returned to the consumer", so please return my shoes, and I think I don't need the coupon issued to me. [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.]
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 10/03/2024

  Per your case 00747821 with ********************** I have agreed to approve three pair in your possession as a courtesy for being loyal to the brand.  I will review the case today as I can see you have replied and if all the information has been shared for the three shoes, I will process your claims today.

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 10/07/2024

   
  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,
  
  Shiyong ****

• Initial Complaint

  Date:09/06/2024

  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.

  On July 16, 2024, I purchased a pair of shoes from ECCO through their website (order number #EC03649284). Earlier this week, I discovered that the two shoes were of different sizes. I ordered size 37, but the shipment contained one shoe in size 37 and the other in size 38. This was a clear mistake on ****'s part.I reported this issue to ****'s customer service recently, but they refused to assist me because the issue was reported beyond their 30-day return/exchange window. However, this was clearly a shipping error on their end, and the delay in reporting is due to the fact that I did not immediately realize the mistake. Despite my efforts to seek a reasonable resolution, they have not offered any assistance to rectify the situation.

  Business Response

  Date: 09/09/2024

  I am very sorry to hear that the shoes were shipped as mis-mates.   The representative you were speaking with in case 00743058 has been instructed to provided a prepaid return label to ship the pair back.   Please include a note that the pair was received mis-mated and a refund needs to be issued.   If you need a new pair, please place a new order, we unfortunately do not offer exchanges at this time.

  Kind Regards,
  ECCO Customer Service

• Initial Complaint

  Date:08/16/2024

  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.

  Good afternoon.On May 27, 2024, I purchased some socks, and the cashier assisted me in placing the order online. However, when I received my shipment, there were only 5 socks instead of the 6 that I paid for. I called the store, and they explained that the missing sock would be sent separately in another shipment. Unfortunately, I never received the second shipment or any refund.Today, I contacted the store again, and the representative informed me that my money had been refunded, which is not true. I never received any refund. The representative then provided me with a phone number to call for the refund: ************. When I called this number, the person on the other end asked me to download an application called REALVNC, which has no connection to Ecco. It seemed suspicious, but I downloaded the app. I quickly realized it was suspicious and told him I wouldn't proceed. The person on the other end then shockingly told me to "hang up, motherf*****."I immediately called the store back and requested to speak with the manager. The manager was rude but apologized on behalf of the other person. He then told me that to receive a refund, I would need to go to the store and bring with me all of the socks. I asked him to check the inventory and my receipt instead of making me go to the store since was an online purchase. He insisted that he needed to verify each sock individually to identify the missing one. This solution was completely unreasonable, and when I expressed this, he hung up on me. When I tried calling the store again, they didnt answer.I can't believe Ecco has such a policy and employs such staff. I just want my money back to resolve this nightmare. Thank you for your help.

  Business Response

  Date: 08/19/2024

  We are very sorry if there was a pair of socks not received from your instore order.   I was able to track the 6th pair and the ****** shows the item was delivered as of 06/05/2024.   Seeing the item could not be located, a refund of $7.23 was issued as of this morning and should appear back on the original form of payment within the next 2-3 business days.   As for the experience in the store, this will be shared for review and training purposes.

  Kind Regards,

  ECCO Customer Service

• Initial Complaint

  Date:08/12/2024

  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.

  My ecco shoes that were not used often just fell apart at a party I went to a few weeks ago. I was so embarrassed! I submitted a defect claim to Ecco customer service and requested a replacement due to this unusual circumstances. They said What is occurring with the soles is called Hydrolysis. Hydrolysis damage occurs when moisture builds up in the thousands of air bubbles found in the polyurethane soles. This has occurred in less than 1% of our shoes and most often occurs with some of the older styles. If not worn for a considerable amount of time, or stored correctly, the moisture build-up causes the soles to break down. Shoes made with the polyurethane soles should be kept in a cool dry spot which is well ventilated. They just gave me a 20% off coupon for my next order instead of solving my issue and replacing the shoes.

  Business Response

  Date: 08/14/2024

  Our warranty policy has been updated as of 01/01/2024, the **** 1 ************ warranty covers defects due to the manufacturing of the shoes within one calendar year from the date or purchase and does require a receipt. The shoes in questions are from the 2017 **** line and have been discontinued for some time now. A 20% discount code was offered to the customer for the inconvenience and this is the most that can be offered for a pair of shoes this old.

  **** Customer Service

  Customer Answer

  Date: 08/14/2024

   
  Complaint: 22130423
  
  I do not accept the business's response as a resolution to my complaint because the warranty policy covered defects when I bought the shoes. In fact, there are other customers who experienced the same issue I did before January 2024 and got their shoes replaced. Changing the warranty policy for shoes bought before January 2024 is bait and switch, and dishonest practice. My shoes should be replaced given it was confirmed that they are indeed defective and given I was told that defects would be covered at the time of purchase.
  
  Sincerely,
  
  *******************

  Business Response

  Date: 08/15/2024

  This is our policy and we stand by it. We have offered you a discount to use towards a purchase on our site and this is all that will be offered for the shoes.   I do apologize for any inconvenience.

  Kind Regards,

  ECCO Customer Service

• Initial Complaint

  Date:06/26/2024

  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.

  About four years ago, I returned one of two pair of $140 leather women sandals because the sole had disintegrated and when I spoke to the customer representative, they said this problem does not occur on all of the shoes and recommended that I keep the other pair and not return them. I just began wearing the second pair and the sole fell apart just as with the first pair echo but this time the soul fell apart on the very first wearing. I contacted echo by email and they sent me a label to ship in to their warranty department the defective pair. I then sent them the defective pair and have proof of delivery. That was almost 2 months ago and I have heard nothing from them and they do not answer their customer service phone line, so I cannot determine what has become of my request for a credit to replace the defective sandals. Can you assist? Thank you kindly.

  Business Response

  Date: 06/27/2024

  Dear *************************,

  I am sorry for the delays in regards to your warranty claim.

  We have reached out through our previous e-mail communication with you with a request for further details so we can expedite the claim and provide you with your voucher code.

  Best Regards

  ****

  ECCO Customer Service

• Initial Complaint

  Date:05/17/2024

  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 have been buying Ecco *************** golf shoes for the last 25 years and always have multiple pairs. Recently a pair I purchased in June of 2020 are now leaking.This is the first time this has ever happened. I contacted Ecco warranty and they said *************** warranty is only good for one year but their website states: ****-TEX guaranteed to be waterproof for the lifespan of the product . THEY NOW REFUSE TO HONOR THIS even though the website explicitly states lifespan *************** warranty. This is DECEPTIVE ADVERTISING.Foot-joy, ******* Skechers etc high end shoes have two year warranty and cost less.I am very disappointed that **** refuses to honor their printed warranty. They have lost a 25 year golf shoe customer and the warranty customer service at Ecco couldnt care less.

  Business Response

  Date: 05/21/2024

  Hello, thank you for reaching out to ECCO. Our ****-Tex warranty period is 3 years from date of purchase. As a one-time courtesy, we are waiving this requirement on this pair of shoes.  Please cut the complete tongues off both shoes and send us a picture once they have been cut next to our email showing todays date. Once we confirm that the shoes have been destroyed, we will send the information to our warranty team. We will then send you a coupon voucher via email that can be used on our site, us.ecco.com.

  Customer Answer

  Date: 05/22/2024

  As per Ecco USA response I have attached a picture of the shoes with the tongue cut out.

  Customer Answer

  Date: 05/22/2024

  Here is the shoe photo as per Ecco request. Let me know if you get it this time. Thanks for your help.

  Customer Answer

  Date: 05/22/2024

  ********, I sent the picture to your email address like you suggested. I am sorry, to be a pain in **** and make it more difficult to get this resolved because the sent picture is not cooperating. Thanks for your help.

  Business Response

  Date: 05/23/2024

  Thank you for removing the tongues from the shoes. We are forwarding this claim request to our warranty department, and ECCO will email you a warranty voucher code worth $190 to ******************* in a separate email. Please allow ***** hours for the separate email to arrive to you inbox. If you do not see it in your inbox, please check your spam/junk folders.

  Customer Answer

  Date: 05/25/2024

   
  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:05/01/2024

  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.

  My husband has about 12 pair of Ecco shoes so he really enjoys wearing them. But this is the second pair of leather lace *** with rubber soles that have deteriorated! The soles just crumble. Wanting to know if Ecco stands behind your product? The shoes with the problem are approximately 8 years old and cost approximately $110.00. Thank you, *************************

  Business Response

  Date: 05/02/2024

  We are very sorry to hear this has happened to your ECCO shoes.   Our ECCO 1 **** limited warranty has changed as of 01/01/2024 and anything purchased that is over 1 year is no longer covered.   We are very sorry for any inconvenience.

  Kind Regards,
  ***
  ECCO Customer Service

• Initial Complaint

  Date:04/24/2024

  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.

  On March 23, 2024, I purchased 5 pairs of shoes from ECCO US. I decided to return 2 pairs and sent them via **** at my expense on April 15, using the pre-printed return label that ECCO had enclosed with the shoes. Yesterday, April 23, the boxes came back to me with "return to sender DC closed down" written across the label. HUH? Now, not only haven't I received a credit for the return of the shoes, I had to pay to ship them back to an apparently non-functioning address that ECCO provided to me. I don't want the shoes, I want the money back that I spent on them and I also want reimbursement for the shipping costs I incurred, plus a pre-paid label to send them back again. And, to not have ****'s original shipping charge to me deducted from my reimbursement. BTW, when did ECCO stop offering free return shipping and started deducting shipping costs from return reimbursement? I've shopped with ECCO for decades and this is a brand new one. ECCO used to have great customer service. No longer.

  Business Response

  Date: 04/25/2024

  We have closed our warehouse and switched to a 3PL facility located in ****, IN.   I can see there was a case where you had reached out regarding this issue and I have instructed the representative to issue a prepaid return label to have the items shipped back at no charge to you.  

  Kind Regards,
  ***
  ECCO Customer Service