Complaints

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:23/04/2024

  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.

  Boots purchased from Ecco Canada website on March 25, 2024 with a warranty voucher, but upon receiving the order, I discovered that the boots were not in new condition; they appeared worn. When attempting to contact customer service for a return process, I realized there was no accessible customer service number available. The live chat option proved unhelpful, other than directing me to communicate via email only. Despite numerous email exchanges, I was finally allowed to return the defective items by mail. However, I will have to cover the shipping costs for the return. Requesting a return label for mailing the faulty product back, they refused to do so and ignored me since after.

  Customer Answer

  Date: 26/04/2024

  Hi ******;

  Thank you for reaching out.

  My last name is ****.

  Regards,

   

  *****

   

  Business Response

  Date: 07/05/2024

  We are very sorry to hear the item was received in the condition it was, but they appear to have shipped from a store as there was no paper in the box and they appeared worn.   This can happen sometimes when they are pulled from store inventory.  The store is supposed to clean them up, add new paper and ship them in the proper condition.  Do you still have the pair of boots?  If you do, please cut them from the top pf the boot down to the end of the toe box and attach a photo.   Once we have the photo of them destroyed, I will issue a full refund for the order and you can dispose of the pair.

  Kind Regards
  ***
  ECCO Customer Service

  Customer Answer

  Date: 10/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  1. Regarding the photo ECCO is requesting I send to show proof of the boots being rendered unusable as per their instruction, I need to know where I can send the photo. Is that possible I can send the photo via BBB or will ECCO provide an E-mail address where I need to send the photo.

  
  2. In terms of full refund mentioned from business response, I would like to know the amount of full refund to avoid any discrepancy.

  
  
  Sincerely,
  
  ***** 

  Business Response

  Date: 14/05/2024

  I believe you should be able to attach a picture of the destroyed boots to this claim.   I was able to find your order (**********) and can see the original code used.   Please attach the photo when you can   Once this is received, we will process a manual return which will refund a balance of $11.20 paid with a **** card and a new code with a value of $250.00 will be issued. 

  Kind Regards,

  ***

  ECCO Customer Service

  Customer Answer

  Date: 28/05/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  Instead of issuing a new claim voucher with a value of $250.00, I am requesting a refund for the original purchase made for a pair of boots on March 10, 2023. Ecco’s quality control department determined later that these boots were covered under the warranty program, which is why a voucher was issued to me for a future purchase to replace the defective boots. However, the voucher provided had numerous limitations, most notably that it was invalid at retail stores and only usable on the Ecco website leaving uncertainty about what you will receive.

  
  I placed an order on the Ecco website on March 25, 2024 using the voucher, but encountered significant issues when the item received was not in new/good condition and I attempted to initiate a return. Despite my efforts and the considerable time spent trying to resolve the issue, I received no satisfactory resolution and had to seek assistance through the Better Business Bureau.

  
  Given this experience, I am unable to consider using another voucher code and undergoing a similar process again. Therefore, I am requesting a refund of the total amount of $100.78 for my original purchase and the warranty claim purchase.

  
  I will attach a photo when the refund amount is agreed upon.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 03/06/2024

  I am very sorry, but the original order is too old for a refund to be issued as we no longer have access to the credit card information and we are using a new order maintenance system.   The most that we can offer is a new redemption code.   

  Kind Regards,
  ***
  ECCO Customer Service

  Customer Answer

  Date: 13/06/2024

  
  Complaint: ********
  
  I am rejecting this response because:

  ***** ******** ****** *********** *** ********* *********** **** ***** * ****** ****** ********** ****** ** ** ****** I don't need another redemption code; I am seeking a refund. If Ecco genuinely feels sorry, they should rectify the situation for their customers.
  
  Sincerely,
  
  ***** 

• Initial Complaint

  Date:05/02/2024

  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.

  I was given a pair of Ecco shoes as a present by a friend of mine in January 2023. The soles of the shoes have totally disintegrated. The upper part of the shoe is in excellent condition. A search on the internet reveals that many people have experienced this problem. I reached out to Ecco, and this is my reference for the ticket. ******** [ ref:************************:ref ]. I sent them pictures of the shoes. After a few exchanges' on email they have stopped communicating.

  Business Response

  Date: 07/02/2024

  We are able to see the case where you reached out to customer service regarding the Men's ****** ******** boots.  The boots in the photo from the 2009 line and are unfortunately not covered under the ECCO 1 year warranty offered.  When items are in this condition, the most that we can offer is a 20% discount off of a new pair on our website.  Please let us know how you would like to proceed.

  Kind Regards,

  Tim

  ECCO Customer Service Supervisor

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: The boots were sparingly used. The uppers are in excellent condition. P***** *** *** ******* ****** ** ******* **** ***** ** ** ******** ***** **** *** ***** ** **** **** ****** 

   

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

  Business Response

  Date: 14/02/2024

  We are very sorry, but the 20% code is the most that we can offer for a pair of shoes that were from the 2009 ECCO line.   If these were a gift, are you able to obtain a receipt from the authorized retailer they were purchased from and dated within a calendar year?  If you can provide this, please let me know.
  Kind Regards
  Tim
  ECCO Customer Service

  Customer Answer

  Date: 14/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: I have provided you information that there was a flaw in your shoes. It is impossible for ne to b get a receipt. As a gesture of goodwill offering a replacement pair would be the right thing to do. * ** ** ***** *** **** ******* ******* * **** ***** ***** **** * **** **** *** ***** *** **** *** ***** Your shoe soles were defective.
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 26/02/2024

  Again, we are very sorry as the 20% discount is the most that can be offered for a pair of boots this old.  

  Kind Regards,

  Tim

  ECCO Customer Service

  Customer Answer

  Date: 26/02/2024

  
  Complaint: ********
  
  I am rejecting this response because it does not address the fundamental issue that there was an inherent manufacturing defect in the sole. The uppers are in excellent condition and I am happy to send the shoes to you if you can repair them. *** **** **** *** ****** *** ** ********* ********* ** * ********* ** *** **** *** ***** **** ****** ****** ** ***** ** ***** ** *** **** ********* ** *** ******* *** **** ** ***** **** ********** *** **** **** *** ***** **** ********* ** ***** ***** 
  
  Sincerely,
  
  ******* *******

  Business Response

  Date: 01/03/2024

  The ***** ****** *** boots in the photo are from approximately 2009-10 and are far too old to be covered..   The ECCO Warranty policy was updated as of 01/01/2024 and the 20% offered previously is the most that we can offer.   We are very sorry for any inconvenience caused. 

  Kind Regards,
  Tim 
  ECCO Customer Service

  Customer Answer

  Date: 01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:

   

  *** *** *** ******* ** ****** *** **** **** ***** *** * ************* ****** **** ****** *** ***** ** *********** ************ * **** **** *** ******** **** **** *** *** **** *** *** ************ ** ***** * ** *** ******* ** ***** * *********** *** ** ****** **** ***** *** **** ********* ** *** * **** *** ***** **** * ***** **** * ** *** ***** *** ***** I will try the brand if I am offered a replacement pair. * **** * **** ******* ** ******** *** ******** *********** *** ** *** ***** * **** **** ***** *** ******* **** ***** ***** *** *** *** **** ***** **** ***

  I do not want your 20% discount and if that is all you can do then please consider this matter closed.
  
  Sincerely,
  
  ******* *******

• Initial Complaint

  Date:10/01/2024

  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.

  Ecco Canada does not have a phone, on line chat is never on line, emails are sparactially answered and when the are, the answers are "text book" and obviously a "international" center that does not know English language. Their on line policy, ** *** ********, says 10-14 days for a refund, mine has been received over three weeks ago and they will not acknowledge. I sent back same day as Received, due to sizing, as noted in both trackers attached, looking for an immediate refund, They are a poor company with rude CS. I jusr want my refund processed.

  Business Response

  Date: 16/01/2024

  We are very sorry for the delay with regards to your refund.   We have implemented a new system and have very limited access to the old one.   All of the return have to be processed manually and this order has been added to the list.   Please watch for your refund as it will be issued within the next 2-3 business days. Due to the implementation of the new system, we were overwhelmed with customer inquiries and the chat feature was shut off.   We are hoping to have this feature accessible in the near future.   We are very sorry for all inconveniences caused and thank you for being patient.

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 16/01/2024

  
  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:21/12/2023

  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 November 24th,2023 I placed an order for two pairs of shoes and 3 pairs of insoles. It shipped and arrived without issue. Unfortunately one pair of shoes didn't look right so I elected to return them (within the 60 day window). On each item posted on their website it says these things on different lines: - sign in for free shipping - free returns - secure payment Then under delivery and returns it states "FREE and EASY RETURNS" and does not mention anything about requiring an account. When the shoes arrived and I decided to return the one pair I noticed my box did not include the prepaid return label. On their website under the return policy (where it also does not at any point mention needing to have an account) it states: "Use the prepaid return shipping label received in the shipment to return orders. If your order did not include a prepaid return label, please contact Customer Service and one will be provided to you." Therefore I reached out to customer service for one and was surprised when they emailed me back saying they would not send me one because I had ordered it without an account. Even after sending screenshots of their policies and listings they still declined and instead sent their own screenshot in return. After you add something to your cart, where most people will either click checkout (at the bottom without scrolling) or continue shopping (at the top) the verbage changes but it is only visible if you scroll down on a page that you would normally never scroll down on because the buttons for the next two possible steps do not require scrolling. At this point it says "FREE shipping and returns for members" which differs significantly from what they post and advertise on every single other page of their website that is front and center to all shoppers. It's not a huge expense but it is frustrating any time you are out of pocket because you were essentially lied to based on every page viewed on their website.

  Business Response

  Date: 22/12/2023

  We have reached out to the customer today and provided a prepaid return label to ship his order back.  

  Kind Regards,

  ECCO Customer Service

  Customer Answer

  Date: 22/12/2023

  
  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.

  I would still appreciate if they made changes on their website to be more clear for all future parties. 

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

• Initial Complaint

  Date:25/10/2023

  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 April 12 2023 I bought a pair of multi-vent M low GTXS concrete shoes with a foam cleaner for it for a total of $305.09 (******* ********). - On Aug 10 I wrote to the business reporting that the shoes sole were falling apart and the tip were already creasing and cracking. - I asked for a replacement shoe in a different model with higher quality of materials. - After submitting images on Aug 18, they asked me to cut the shoes up to prove that I was not going to use it. - I rejected this request as this is a waste of product to the environment. Not only it's an environmental waste, it serves no good purpose to Ecco Shoes or to myself so it s a lose-lose for everyone. - I offered to fix the shoes at my own cost (resole, and paint/laminate the top) so I could either use them or donate them for someone else to use. My complaint was that I had spent about $300 and the shoes were falling apart starting from the 1st month of use. I also don't want to spend more time and money if I was not going to be reimbursed for shoes that are supposedly high quality built with Ecco brand on them. I agreed to do that as my contribution to not let them go to waste. - The business does not agree to refund or exchange without seeing the shoes cut up and this goes against my values for the planet. - I request that the business give me a full refund for the shoes so I purchase a better built shoe for myself. With the same value I can purchase high quality shoes such as *** **** which have much better customer service and more respect for the environment.

  Business Response

  Date: 26/10/2023

  Dear ******.

  When something like this is experienced with a pair of ECCO shoes, this unfortunately is the warranty process.  In order to receive compensation for a faulty pair of shoes, the shoes have to be destroyed and a manual warranty claim is processed at that time.   If you do not wish to continue with this process, we may be able to reach out to the ECCO ******** location to see if they would be willing to offer a refund or an exchange as a courtesy.  I can see there is a copy of the purchase ******** to this case and we would be more than happy to reach out to see if this is something they would be willing to assist with.

  Kind Regards,

  ECCO Customer Service

• Initial Complaint

  Date:20/10/2022

  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.

  Online order for shoes. Product arrived with pre existing scuffs. Company has not replied to any email or phone communication in over 72hours. No acknowledgement received of the email received. General voicemail with no expectation as to when they will reply. Money spent $230.52 **** ***** **** ****** ** ******* *** ********

  Business Response

  Date: 26/09/2023

  Our system shows the customer reached out on 10/20/2022 regarding the issues with their order.   We replied and had the shoes shipped back for an exchange.   The exchange order was placed and shipped to the customer ** ********* ** *** ******** ****** *****   We have searched our cases/emails and there was nothing else regarding this situation.   We believe the customer is all set.

  Kind Regards

  ***

  ECCO Customer Service