ComplaintsforEcco Shoes Canada Inc

Retail Shoes

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Initial Complaint
23/04/2024
Complaint Type:
Product Issues
Status:
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.
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 response
26/04/2024
Hi ******;
Thank you for reaching out.
My last name is ****.
Regards,

*****

Business response
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 response
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
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 response
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
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 response
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
05/02/2024
Complaint Type:
Product Issues
Status:
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.
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
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 response
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
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 response
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
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 response
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
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 response
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
10/01/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
21/12/2023
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
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
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 response
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
25/10/2023
Complaint Type:
Product Issues
Status:
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.
- 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
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
20/10/2022
Complaint Type:
Product Issues
Status:
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.
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
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
Initial Complaint
25/03/2022
Complaint Type:
Product Issues
Status:
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.
Boots Purchased online Feb 7, 2022 Order #**********, paid by***** $213.11. Items arrived damaged, zipper was ripped. Item was returned on March 7, 2022 using ****** **** ********* ****** Tracking label provided by company. Item was received by company 29 days after purchase date. Item Tracking number **************** indicates package was received by vendor March 8, 2022. I have not received a credit to my **** as of today's date, nor have I received any communication about when the credit will be issued. I have emailed the customer service email provided on their website multiple times and have also called the phone number listed on the ECCO Canada website. No one answers this phone, callers can leave a message with their phone number if you are requesting a return call. I call March 23, March 22 and March 17 (twice). No one from ECCO Canada has returned my calls or emails.
Business response
12/05/2022
Business Response /* (1000, 5, 2022/03/30) */ Our returns department was behind. As per our website, we advise to allow 10 business days from the date it was received to process their request (refund or exchange). The refund for this order was slightly delays and was process on day 13 (March 24th.
Initial Complaint
12/10/2021
Complaint Type:
Product Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I've a pair of Ecco shoes which I purchased for over $250 several years ago. I've been using the shoes occasionally. These are ******** waterproof shoes which I only use on cold and wet days and on special occasions, so basically their conditions are very good. There is no wear on the bottom from using. Yet first time this autumn on a rainy day on Oct 4th, 2021 I used them and as I walked I felt a funny bouncing at the bottom. When I looked, I was shocked to see the bottom of shoes started disintegrating from inside. My left shoe is totally broken and my right shoe bottom has cracked and ready to become same. *************************************************** Shoes that are mostly stored in a shoe box in my closet in our bedroom shouldn't just fall apart like that suddenly. This is bad/faulty material used in the manufacturing. Contacting Ecco Canada, they say, they only cover 1 year warranty. Obviously this kind of bad material used may not reveal itself in 1 year. Regards
Business response
07/01/2022
Business Response /* (1000, 5, 2021/10/15) */ ECCO Shoes Canada has contacted the customer and reviewed our warranty policy for our footwear which resulted in a resolution for this customers concern. Kind regards, ECCO Shoes Canada Customer Excellence Team Consumer Response /* (3000, 7, 2021/10/18) */ (The consumer indicated he/she DID NOT accept the response from the business.) Company customer rep has contacted me by phone and after listening to my complaint and finding it reasonable she offered ECCO Redemption Coupon which she sent me by Email. I've tried to use it at Ecco online shop and the website didn't accept the coupon as it seems already used. I replied to the Email that included the coupon with the outcome but didn't hear back. So my complaint is not resolved yet.

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ComplaintsforEcco Shoes Canada Inc

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