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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:07/05/2023

      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.
      Purchased shoes and less than a month shoes were coming apart. I purchased all of the treatment and polish for an extra $20. Call store back and they said sometimes these things happen. They don’t warranty worn shoes. Shows were worn 3 times

    • Initial Complaint

      Date:06/21/2023

      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 purchased a pair of Ecco BIOM 2.1 COUNTRY W LOW on 18 May 2022 at the Ecco Sore in the San Francisco Centre in Market Street
      What a disappointment as a year later the shoes are falling apart, sole of the shoes is separating and the material of the shoe is unravelling.
      I certainly do not expect that from an Ecco shoe. I don't have the same problem with Adidas or Nike. This is the first time I have purchased Ecco

    • Initial Complaint

      Date:04/17/2023

      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.
      Ecco high track ll become brittle and start feeling unstable . Then you look on sole and they have disintegrated. Love them 8 pairs in 3 years please replace in men's size 44 or send a voucher

      Regards ****** ********

    • Initial Complaint

      Date:04/10/2023

      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 my ECCO Helsinki slip on size 41 men from ECCO outlet Camarillo store. I wore this pair of shoes like 4 times and left it for sometime then I wore it on 4/9/2023 to attend Easter Sunday at Church to find the shoes soles is coming apart with rubber coming off on the floor as shown in the attached photos. I’m very disappointed to find a bad quality of a reputable brand like ECCO. the photo also shows the top part and inside the shoes still in good condition. Also reading reviews on ECCO’s website and similar complaints about the quality of the soles. I ask ECCO to stand behind their products and either provide a replacement pair or repair the defective soles. Unfortunately I never thought about keeping the receipt of these shoes but lesson learned. I hope to see ECCO stand behind their products and fix a common problem.

    • Initial Complaint

      Date:02/13/2023

      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.
      On 2/12/2023, I purchased two pairs of Ecco shoes at **** ***** *** ***** ***** ***** ********* ** *****. They had promotion sales for buy one get the second one 50% off. When I got home, I found that one pair of the shoes are both for right foot, size 35 and 36. I called asked if they can do exchange.A guy whose name is kevin answered and said size 35 is not available in the store. I said can you check see if you have two left side. He insisted none and asked me to return to the store. I live 50 minutes away. A two hours round trip for just returning and you don’t even have the right for exchange? The I said how about send me a return label and order size 35 on line? He then said he could offer a return label and get me refund but a new on line order will be full price and I have to pay $9 for shipping. Seriously?! First, when I checked out, the Ecco employees should have checked the merchandise. Second, we are all human beings who make mistakes sometimes, how about apology first and fix the problem? All I heard was “I am offering you a FREE return label and FULL refund!” Excuse me?! Shouldn’t you anyway? Third, when I asked him to double check in the store, he answered me right away that there are no two left foot ones. How about really check? Four, when I asked for a store manager, Kevin said he was. I didn’t see any effort to help to resolve the problem, at all! Five, finally he said he can offer the on line order half off as the same price I paid in the store but I still have to pay for shipping. He said even if I found out something wrong earlier in the store, since they didn’t have size 35, they have to order on line and I have to pay for shipping anyway. How about I could walk away or choose another pair? How about I wouldn’t even enter that store if I would know their customer service is that bad! Five, I said I will contact customer service. At beginning he refused to tell me his last name then he provided me a number but WRONG. The number was for a car insurance. As a “store manager”, how could you provide a wrong customer service number for your company? It is hard to believe he didn’t give me a wrong number on purpose. I had to call back again to request for a right number.

    • Initial Complaint

      Date:11/28/2022

      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 the shoes last year payed over 120$ ,not even one year and the shoes got holes on the bottom. I only use them in the morning at my desk because of my back issue. I buy Ecco shoes all my life and I never experience such of thing.

    • Initial Complaint

      Date:10/28/2022

      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 purchase a pair of expensive dress shoes for work from ECCO. The shoes had a known defect from ECCO. The rubber sole disintegrated and fell apart. The shoe would have given me many more years of use if the manufacturer did not make them with a defective sole.

      The shoes were not abused and were fine to have for many more years of use. The issue was the rubber was defective from ECCO. The offered a $100 towards a new pair of shoes. This amount is not anywhere nearly enough for me to buy the same type of shoe. This is very disappointing considering me and my family own many pairs of ECCO shoes.

      I have asked them to send me the same type of shoe or a code for a replacement shoe of up to $200 to buy a similar shoe or a coupon for any shoe to replace the defective one.

      This is not good business to sell a premium product that is defective and to not make it right.

      I was sold a shoe that was a LEMON with a KNOWN defect. ECCO cheated me by selling me a shoe that was defective and needs to replace the shoes with ones that do not have a defective sole at no expense to myself.

      Sincerely,

      **** ****** ************ 

    • Initial Complaint

      Date:10/21/2022

      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.
      Date: 2022/10/04,
      time :12:46,
      store 0001099,
      reg 101,
      rcpt 098****
      cashier: 6218 .
      amount: $104.99 + 9 shipping fee.
      I ordered a pair of shoes in the store, the associate in the store ordered for me from another store. but the shoes I got a defective shoes that I don't want, So I went to the store and tried to return it. but they refused to take the shoes back, only offer exchange, but I don't need a exchange. so they told me to call customer service. I did call but they don't take care of my problem. If the shoes I got is in a good condition I will never return it, but it is not.

    • Initial Complaint

      Date:08/25/2022

      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 purchased a pair of sandals from Ecco's official website on August 13th, 2022, and I received them on August 18th, 2022. The first time I put on was August 20th. It was pouring rain on that day and I was wearing my new sandals but I run back inside immediately. Somehow the color faded and stained my feet. I washed it off my feet after I noticed the yellow color but I still felt a little bit itchy that night. The yellow color got inside of my sandals as well. I was trying to wash it off as well but it will not go away. I was extremally disappointed because I bought more than 10 pairs of Ecco shoes before and things like this never happened. Because the quality of Ecco shoes should be very good.
      So I contacted Ecco's customer service on Monday, August 22 to get it resolved but it disappointed me again.
      First of all the customer rep told me to hold for a minute to look for solutions but it was more than 15 minutes waiting time. and the solution he came back to me was to ask me to add leather protection. I was surprised he said the mixed color may be faded away. It's a pair of outdoor sandals and it should be ok to wear on rainy days. I don't know why he said the color will fade away. So I asked to speak with his supervisor. His recommendation was to return the shoes to the defective department. But he said "the return will NOT guarantee a refund". What kind of solution is this? Sending my shoes back to Ecco and not getting my money back? The process could take up to a few weeks. I could be not getting my money back and lost my shoes and wasted my time. This is very unreasonable since it's a pair of summer shoes. The way Ecco treated their loyal customers is very disappointing. I don't think I can be loyal to this brand anymore if I don't get treated as a loyal customer. I request to get my money back or store credit as my desired solution without dealing with very frustrating return process. The company needs to have a better return policy. Period.

    • Initial Complaint

      Date:08/25/2022

      Type:Customer Service 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 am so disappointed with these Ecco shoes. I am at work and the soles of my shoes started to just fall apart. It's quite embarrassing and it's totally unacceptable. How could this be a thing? It's literally leaving a crumb trail all around the office that I am walking and coworkers started to notice and point it out! I am extremely disappointed ??

      Customer Answer

      Date: 08/27/2022

      The shoes fell apart while in use at work. The sole of the shoe started to disintegrate leaving a trail of shoe left behind where ever I would walk around the office. It appears this seems to be an on going issue with this company's manufacturing process. 

    ECCO USA Inc. is NOT a BBB Accredited Business.

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