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Business Profile

Wholesale Shoes

ECCO USA Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

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ECCO USA Inc. has 56 locations, listed below.

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    Customer Complaints Summary

    • 50 total complaints in the last 3 years.
    • 16 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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/12/2024

      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 11/27/2023, I ordered 5 pairs of shoes ($438.70 with free shipping) from Ecco Brand USA website. The shoes arrived and the sizes are marked incorrectly and were way too big. When looking at their website re: returns, they have no phone number available and their chat feature is always disabled (I have looked at various times on several different days over the last month). Their return form requires that I ship all return items back at my own expense. I spent $71.05 to return the items on 12/11/2023. The tracking number states that the box was received at their warehouse on 12/16/2023. The return form states that I should expect a refund in 2-3 weeks. On 12/28/2023, I emailed them to get a status on my return. I received a response on 12/29/2023 stating that I should receive an email regarding the status of my return by 1/8/2024. The email further stated that if I had not heard from them I should reach back out. Today, 1/11/2024, I responded to the email requesting an update. I received a form email back from customer service agent "Stephanie" telling me that I needed to wait 2-3 weeks for processing of all returns. When I emailed back to tell Stephanie that I had already waited and the items had been at their facility since 12/16/2023, she sent me the same form email. I have not gotten an adequate response. Ecco should have provided me with a return shipping label and deduct the $10 from my shipping. Now, I am demanding a response regarding my return, a refund, and reimbursement for the shipping a time that I've had to spend on reporting this issue. I've looked up numerous reviews regarding this brand and they all say the same thing: that Ecco "loses" their return, puts them off, and then refuses reimbursement. This is unacceptable. Please resolve this issue immediately.

      Business Response

      Date: 01/16/2024

      With regards to returns, it is stated on the return paperwork and on the us.ecco.com website to please allow 2-4 weeks processing time for all refunds.  Also, there are delays expected due to facility closures in observance of holidays.   We can see however, that a refund of $438.70 was issued back to the original form of payment on 01/12/2024, this should appear within 3-5 business days.  We thank you for your patience and hope this appears soon.

      Kind Regards,

      ECCO Customer Service

      Customer Answer

      Date: 01/24/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID *******6, and find that this resolution is satisfactory to me. The business did not issue my refund until after they had received this notice; which I find telling. while my issue has been resolved, this business has a number of issues that they need to work on; including the fact that they still do not have a working chat or a phone number to call. Issues such as mine will continue to occur unless they do a better job. They have lost a customer. 



      Sincerely,



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

    • Initial Complaint

      Date:01/04/2024

      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.
      On Dec. 18, 2023, I returned a pair of size 11/11.5 women’s Sartorelle 25 Tall boots that I purchased on Dec. 10, 2023. In looking at the tracking update it shows that it was delivered to Ecco’s return address on Dec. 23 at 1:47 p.m. Well, it’s been over two weeks and I still have not received my refund. I have emailed and called but they have on purpose closed their webchat and call center. If you call customer service, it will say to email them then it hangs up on you. I have attached the proof of the delivery and payment. I would like an update about this return and a full refund of the shoes including the $34 I paid in shipping to just ship the shoes back to ECCO. This is bad customer service.

      Business Response

      Date: 01/29/2024

      Our system shows that the boots were returned and the refund for the item was issued on 01/09/2024 in the amount of $148.16.  With regards to return shipping, we are very sorry, but return shipping charges are non-refundable.   We apologize for any inconvenience caused as this is clearly stated on our website.   

       

      Kind Regards,

      Tim 

      ECCO Customer Service

      Customer Answer

      Date: 01/30/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID ******14, and find that this resolution is satisfactory to me. However, the company should not limit customer service care. It makes it impossible for people to get an answer.



      Sincerely,



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

    • Initial Complaint

      Date:12/29/2023

      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 returned to Ecco 2 pair of my husband's shoes that had teared soles due to the bad quality of material. Ecco returned to us as a compensation 2 codes such as ******10 and ******55. One of them is for #100.00 and another for $150.00. Both of them have an expiration date. One of them would expire on January 1,2024.
      As we found from customer service we can not use 2 codes at the same time and also can not use them on shoes that are on sale.
      This means that we have to pay money to buy new shoes even if we have codes. Unfortunately using these codes do not make any difference . Ecco should have give us a gift card or checks instead of codes that even have an expiration date.

      Business Response

      Date: 01/04/2024

      When items  are sent in for warranty inspection, the age and condition of the shoes is taken into consideration when a warranty is approved.   I am not able to pull anything up under the name listed here, but if the shoes are discontinued and no longer available, the last selling price is offered as far as compensation.  With regards to an expiration date, the codes are good for 1 full calendar year and unfortunately will expire on 12/31/2024.

    • Initial Complaint

      Date:12/28/2023

      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 purchased the shoes on November 24, 2023. I shipped them back well within the 60 day return window. Per USPS tracking the shoes were delivered back to Ecco on December 19, 2023. I still have not received a refund. I tried calling them and I get an automated message that they cannot resolve customer service issues over the phone. The online chat function has been offline for over a week. I emailed them and did not receive a response.

      Business Response

      Date: 01/04/2024

      We have checked our system and it shows the return was processed today and a refund of $185.09 has been issued to the original form of payment.   It it clearly stated on the website and on the return form to allow 2-4 weeks processing time for returns to be processed and there are also delays expected.   Please be sure to check your credit card used initially for an update.

      Customer Answer

      Date: 01/05/2024



      Complaint: 2*******



      I do not accept the business's response as a resolution to my complaint because: My credit card has not been refunded and I have no means of contacting the company to provide any update. It is not acceptable to not provide any means for customers to contact the business. 



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

      Business Response

      Date: 01/08/2024

      Dean ********
      Attached to this email is a screenshot of our credit card system showing the refund was issued on 01/04/2024.   As stated, the refund can take 2-3 business days and if the refund is still not appearing on the VISA card used ending in ***** we can suggest reaching out to ******* *** for clarification.
      Kind Regards,
      ECCO Customer Service

      Customer Answer

      Date: 01/09/2024



      Better Business Bureau:



      I have reviewed the response made by the business in reference to complaint ID 21******* and find that this resolution is satisfactory to me.




      Sincerely,



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

    • Initial Complaint

      Date:12/27/2023

      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.
      sole disintegrated not from heavy use

      Business Response

      Date: 01/04/2024

      The shoes in the photo are a very old shoe.   When items are approve for warranty, the age of the shoes are taken into consideration.  The Men's Cross shoes have not been in the ECCO line for a while now and when discontinued items are approved, the original full value is not issued.  When a shoe is no longer available, the amount issued is usually the last price the shoes were sold for.  We do not offer a redemption code in that low of an amount and the  $150.00 voucher is unfortunately the most we can offer for this pair of shoes.  We are not able to see your claim in our system, what was your claim submitted under?

      Business Response

      Date: 01/04/2024

      The shoes in the photo are a very old shoe.   When items are approve for warranty, the age of the shoes are taken into consideration.  The Men's Cross shoes have not been in the ECCO line for a while now and when discontinued items are approved, the original full value is not issued.  When a shoe is no longer available, the amount issued is usually the last price the shoes were sold for.  We do not offer a redemption code in that low of an amount and the  $150.00 voucher is unfortunately the most we can offer for this pair of shoes.  We are not able to see your claim in our system, what was your claim submitted under?

    • Initial Complaint

      Date:12/21/2023

      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.
      PLEASE SEE THE PDF I HAVE INCLUDED AS AN ATTACHMENT FOR A DETAILED DESCRIPTION OF THIS DISPUTE.

      In short, I bought a pair of Ecco Men’s Track 25 MOC Hiking Boots from a store now permanently closed. I recently took these boots out of the box to wear them and with only about 6 or 7 miles (maximum!) of neighborhood walking both the left and right soles cracked and fell apart! As you can see from the pics I have included, large chunks of rubber sole material have fallen off. Yet, as you can also tell from the pics, the wear on the sole is basically zero and the rest of these boots also show zero wear or damage. These are basically new boots and they failed!

      I have about 30 pictures of these defective boots but will only initially include 4 as giving you 30 might be overkill unless you request more pics.

      I am a senior citizen and only walk the neighborhood with these boots. I did not abuse them in any way nor did I subject them to extremes of heat or cold. These boots have some sort of DEFECT IN THE SOLES that caused this failure. They started crumbling in the soles and shedding pieces of the sole all over the carpet almost from the first walk I took with them but it took me a while to realize that my new ECCO boots were the culprit for all the rubber sole material all over the floor of my house. ECCO represents that even though they are basically “mint out of the box” and “new” I cannot get any replacement because I am beyond the one year purchase date. But these boots have much less than one year’s worth of wear on them. In fact, they are practically just out of the box! Request $160 as a check or in the form of credit on next purchase. My reason: that was the great price I believe I paid to the store before it closed. These boots have been kept like new in the ECCO box ever since.

      In closing, please see the attached PDF document for a more detailed and complete description of this dispute and see my jpeg pictures, also attached.

      Customer Answer

      Date: 01/03/2024

      The attached Word document responds to BBB's most recent email to me asking if the Company ever contacted me about this complaint.  The Company has never contacted me in any way, shape or manner about this complaint.  I copied and pasted BBB's most recent email into the attached Word document and added my answers to the questions BBB asked me in BBB's email.  I also left Harrison a detailed voice message on this same date with my answers and explaining to him that the BBB website will not allow me to respond to his email online for some reason.  I think it's a systems issue on your end.  The web email interface appears to be having problems on your end.

      Business Response

      Date: 01/04/2024

      The warranty process has been changed as of 01/01/2024.   The warranty offered on all ECCO shoes is a 1 year limited warranty that protects you against defects due to manufacturing within the first year from the date of purchase.   The item in the photos is a much older style and is no longer covered under the ECCO Limited Warranty.  We are very sorry for any inconvenience caused.

    • Initial Complaint

      Date:12/04/2023

      Type:Delivery Issues
      Status:
      Unanswered
      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 order number is *******360.
      I have contacted ECCO by email, but there response is just to tell me my tracking number, which is obviously. And there is no phone number or online chat for me to get a quick response.
      The item has been assigned ***** tracking number **********87, but there was no update before "label created." I asked ****** and it told me they still hadn't received the package from your warehouse yet.So it's a fake shipment, and my item was not shipped truely.
      My order was placed on November 25th, and the label was created on November 27th. It has been 5 business days. As the FAQs on the ECCO website say,Your order will leave our warehouse within 72 business hours of receipt."So it was definitely a big delay. I know it is much busier because of Black Friday, but the other two shoes have been shipped out since November 28th. I was supposed to receive all the items in my order at once. So please speed up and give me a response rapidly.
      If the item is out of stock, please refund it immediately. If they are available to be shipped, please give them to ***** immediately.
      And I want to stress that I really need it badly before my departure time on December 18th. So if you are not able to ship it from the warehouse before December 6th, please refund it due to your breach of contract and fake shipment.

    • Initial Complaint

      Date:11/16/2023

      Type:Product Issues
      Status:
      Unanswered
      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 a pair of Ecco rubber soled shoes. On the first wearing the soles disintegrated. This, I now find out, is a common problem with these shoes but Ecco does not offer repairs. (I bought these shoes because a similar pair that I bought over 15 years ago were of great quality and lasted until I completely wore them out. The current problem seems to be with the more recent model.)

    • Initial Complaint

      Date:11/06/2023

      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 contacted ECCO re my shoes that were a gift from my daughters. The heels fell apart the first and only time I wore them. I was told they were covered under the warranty and to mail them in. Today I received an email saying “here’s your $100 credit”. What a slap in the face! The company knows this is a known problem yet keeps selling these shoes. I can’t believe there isn’t a class action suit yet. You can see these shoes are brand new.

      Business Response

      Date: 11/08/2023

      Dear ******,

      The shoes that were returned to us were the Women's Rise Slip On shoes from the ECCO 2011 line.   When the shoes were brand new, the suggest retail value for them was $140.00, approximately 12 years ago.   When discontinued shoes are approved for warranty, the last selling price for them is usually offer, this would have been around $59.99 and we do not have a code lower than the $100.00 voucher issued.   We are very sorry, but this is the most that we can offer on a pair of shoes 12-13 years old.

      Kind Regards,

      ***

      ECCO Customer Service

      Business Response

      Date: 11/16/2023

      To Whom It May Concern,

      As already explained to the customer, the shoes returned for warranty consideration are approximately 12-13 years old.   If the item was purchased within  year, it is suggested to send a copy of the receipt along with the shoes.   We have viewed the items available on our website, these are no longer available and she may have been searching the internet which may show some older offerings of the item.  The $100.00 redemption code is a fair offering for a 12-13 year old pair of shoes that have failed and this is the most that we can offer.  If you have any questions or need additional information, please do not hesitate to reach out.

      Kind Regards,
      ***
      ECCO Customer Service Supervisor

      Customer Answer

      Date: 11/20/2023

       

      Complaint: ********



      I do not accept the business's response as a resolution to my complaint because: I have provided proof that these shoes were a gift and new. This shows how the business treats not just their clients, but their MILITARY clients. This is exactly why ECCO has a D- rating on BBB. I will make sure that every military base is aware of how this company operates and ECCO shoes are never sold at the Base Exchange....or removed.



      Sincerely,
      ****** **
      ***

    • Initial Complaint

      Date:09/27/2023

      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 at our Twmple for Yom Kippur and they feel apart?

      Business Response

      Date: 10/25/2023

      Dear **** *****,

      Thank you for your email and choosing Ecco! We are sorry to hear you are experiencing some issues with your shoes. The good news is that you may be eligible to receive some compensation towards another pair of shoes through our warranty program. To open a claim with us, please click here: ****************************************************************. Be sure to follow the instructions and use your prepaid shipping label provided at the end of the process to send your shoes back to us for our warranty department to review. Please kindly note that this process for inspection could take up to 6-8 weeks. If your shoes are deemed defective you will not receive them back. We will send you an online coupon voucher to use towards another pair of shoes at ***********.

      If you have any further questions, please reach out via email at [email protected] or via our chat option on the *********** website.

       

      Kind Regards,

      ECCO Customer Service

    ECCO USA Inc. is NOT a BBB Accredited Business.

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