ComplaintsforSkechers U S A, Inc.

Retail Shoes

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Initial Complaint
06/05/2024
Complaint Type:
Billing 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.
two pair return tennis shoes. Senior citizen, fix income. Credit back to mastercard, I used mastercard to pay but the manager, *****, refuse and wants to give me credit back voucher but I'm afraid the store may close soon, I may lose the money. I do not want that.
Business response
06/13/2024
Hello Mr. ********,
We are sorry to hear of any issues you had in attempting to return your shoes. As per our store return policy, we accept returns for refund for unworn items within 45 days of purchase in the original packaging. If the item is worn or show signs of wear we issue a Skechers Gift Card. All returns are up to the store managers discretion. Please note, Skechers Gift Cards can be used at any Skechers owned store in the U.S. and on Skechers.com. So if that particular store were to close, you would still be able to use the Gift Card.
Thank you for your understanding in this matter.
Skechers Customer Care
Initial Complaint
05/29/2024
Complaint Type:
Service or Repair 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.
Sneakers worn 8 times in three and a half months already loosing color on bottom.supposed to be black, now turning white.Only one of the pair is affected.Told because they are worn they would not give return.
Business response
06/12/2024
Hello **************,
I'm sorry to hear about the issue you're having with your Skechers shoes. If you have already tried to work with the original place of purchase with no assistance, we do offer a quality assurance program. The item in question is sent into our quality team for inspection and if deemed defective we provide a replacement pair. Please see the link to an article below from our *********** for more information or you can email ******************************* with your purchase information and the issue you are experiencing, and an agent will assist you.
******************************************************************************
Thank you
Skechers Customer Care
Initial Complaint
05/27/2024
Complaint Type:
Service or Repair Issues
Status:
Unresolved
The business responded to the dispute but failed to make a good faith effort to resolve it.
I purchased *******'s Men's Slip-ins Summits Medium/Wide Sneaker size 11 wide on 7/11/23. They started falling apart and I contacted Skechers and provided them with requested information such as pictures and receipts. Now they want me to send in both shoes and the state that in can take 3 to 4 days for inspection than 3- 4 weeks for replacement. If they look at the pictures, they can clearly see that they are falling apart and are defective. I am 69 years old and do not beat on them. There quote in the email was (We want you to feel confident standing behind our products, and we understand that an important part of that is developing the quality products you would expect from our company. We appreciate you bringing this to our attention) shoe info SN232457W F ***** M 02 Y 23
Business response
06/12/2024
Hello ****************,
We are sorry to hear about the issues with your shoes. As clearly stated on our *********** on Skechers.com; we provide our customers with a quality assurance program. It is our policy that any shoes in question be sent into our facility for inspection. If an item is deemed defective, we provide a replacement pair. Upon your decline of this offer we provided an alternative solution which was a discount towards a new pair from Skechers.com. This was declined as well so we'd like to extend another solution which is a prepaid shipping label to assist in the return back to our facility for inspection. If you would like to accept this, we will send the label to you via email.
Thank you,
Skechers Customer Care
Customer response
06/13/2024

Complaint: 21764147

I am rejecting this response because: After getting the second email asking me to send them in after sending them the requested pictures that clearly showed them being defective and not willing to wait for 4 to five weeks I went out and purchased shoe goo and glued then back together and they look ugly but they work. I woud asume that if I sent them back in they would find some other excuse to reject my claim stating that I shoud not have tried to fix them. If they really wanted to take care of the customer they have the pictures and should do the right thing.

Sincerely,

***********************
Initial Complaint
05/15/2024
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.
Bought a pair if steel toe work shoes that were advertised as waterproof. Shoe sokes have peeled off once they got wet once. Very poorly made. Will probably not purchase from sketchers again due to poor quality of product
Business response
06/12/2024
Hello **************,
We are sorry to hear about this issue with your Skechers shoes. For the fastest possible solution, we recommend working with the original place of purchase for an exchange or credit. If they are unable to assist, we have a quality assurance program where you can send in your shoes for inspection and a possible replacement pair.
Please see the article at the link below from our *********** for more information or email ******************************* with the purchase information for further assistance.
******************************************************************************

Thank you
Skechers Customer Care
Initial Complaint
05/10/2024
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 returned a pair of shoes that I paid with my debit card. I did not even wear the shoes so they returned in the same condition when purchased and well within the time frame of their return policy. I was told it would take 5 to 6 business days and the amount would be re-deposited into my checking account. I have called their help desk *************) at least a half a dozen time where each time the individual on the phone said the issue would be submitted to their IT department for resolution. It has been two months and the money has not yet been re-deposited into my checking account.
Business response
05/21/2024
Hello ****************,
I'm so sorry for any inconvenience in receiving your refund. After reaching out to the appropriate department several times, it was confirmed that the return done in our store on 2.24.24 resulted in a credit back to the payment provided which was a **** debit card. Please check with your bank for the amount of $81.55 around that date. The credit may take 2-5 business days to reflect back on your account depending on your financial institution.
Thank you,
Skechers Customer Care
Initial Complaint
05/09/2024
Complaint Type:
Service or Repair 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 bought a pair of shoes through amazon and sell by Skechers. When I tried the shoes it was different of quality and fit that the other 6 pairs of shoes that I bought exactly the same size and model. When I try to return it to amazon they said that its problem of Skechers. I wrote to Skechers customer service and basically they said me that it is not their problem because it doesnt come from their warehouse. How can not be their problem when it is sell by Skechers through amazon. I want a solution. A replacement.
Business response
05/21/2024
Hello **************,
Thank you for reaching out and we are sorry to hear about your Skechers shoes. If Amazon will not assist you with a return or credit, we are happy to assist through our quality assurance program where we offer replacements if deemed defective. We will send you an email with the information on how to get started. Thank you for your patience.
Skechers Customer Care
Initial Complaint
05/06/2024
Complaint Type:
Service or Repair Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Please see the attached complaint letter to their CEO
Business response
05/21/2024
Dear ******************,
We apologize for the delay in resolving your case. We are happy to offer a replacement pair for you as well as a pre-paid return label so you do not have to cover the costs back to us. Please let us know if this resolution is satisfactory to you and we will continue communication via email.
Thank you,
Skechers Customer Care
Customer response
06/06/2024

Complaint: 21673335

I am rejecting this response because:
Skecher's agreed to send me a replacement pair of my footwear but when I asked for a status they sent me this insulting message.
Hi *****,
We do have a process and in order to better understand the defect we need the shoes to be returned and evaluated.
Once the item is received the returns department will notify us if the item is eligible for replacement. If you decide you would not like to send in the shoes as an alternative solution, we would still be happy to provide you with a discount that can be used for 35% off a single order on Skechers.com that includes free standard shipping.

Thanks again for contacting Skechers!

Thank You,
*****
Skechers Customer Care

Hours of Operation:
Mon - Fri: 6am - 7pm PT (9am - 10pm ET)
Sat: 7am - 4pm PT (10am - 7pm ET)

Sincerely,
***************************
Business response
06/13/2024
Hello ******************,
We apologize for the delay in getting this resolved and appreciate your patience in this matter. We can confirm that your replacement pair is currently processing and will ship from our facility within the next couple of days. Please allow 3-7 business days to receive your new pair and feel free to reply to our current email thread if you have any questions.

Thank you,
Skechers Customer Care
Customer response
06/24/2024

Complaint: 21673335

I am rejecting this response because:
I still have not received my replacement footwear that was promised weeks ago and after one year of dealing with these morons..

Sincerely,

***************************
Business response
07/10/2024
Hello ******************,

I hope this email finds you well and thank you for your patience in this matter. It appears that even though your replacement order was submitted back in June, it did not ship out as the item ran out of stock during processing. We have issued a Skechers eGift Card credit for $85.00. You will receive an email confirmation with your eGift Card details by the end of the day.

Thank you for your understanding and have a great day!

Thank You,
Skechers *************
Customer response
07/11/2024

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
05/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
I bought shoes on February 8th of 2024. on the attached receipt you can see that I am returning shoes as well. the returning shoes wore down in a week, and the new shoes that i bought D'lux ****** are completely worn down in less than 3 month.Ive used these shoes (D'lux ******) to walk my dog 4 times a week, and i expected them to last at least a year.I took the shoes to the original point of purchase at Skechers in the Grapevine ***** mall.they told me to contact Skechers customer service and assured me that they would take care of me.On April 30th 2024 I contacted Skecher through their business website.On May 1st 2024 sketcher replied with the following:After carefully observing the information and photos, we have determined that the shoes do not meet our return eligibility requirements. As an alternative solution, we would be happy to provide you with a discount that can be used for 35% off a single order on Skechers.com that includes free standard shipping.This solution is not acceptable. I will accept a full refund or a free replacement.
Business response
05/06/2024
Hello Ms. ********,
We are so sorry for the inconvenience you've experienced with your Skechers shoes. As the purchase was an even exchange, there is no credit card transaction to refund to, but I am happy to offer you a $40.00 Skechers eGift Card that can be used on Skechers.com or at any Skechers location within the ***
Thank you,
Skechers Customer Care
Customer response
05/06/2024

Complaint: 21657717

I am rejecting this response because:
$40 will not get me a new pair of shoes. I will accept a full exchange only.
A pair of poor quality defective shoes in exchange for a pair of brand new shoes.
The previous exchange on the receipt was from another pair of shoes that fell apart in less than 14 days
#POORQUALITY

Sincerely,

***********************
Business response
05/21/2024
Hello ********************,
Thank you for your patience in this matter. You are more than welcome to send your shoes into our quality assurance facility for inspection and a possible replacement pair. We will send you the instructions via email to get this started.
Thanks,
Skechers Customer Care
Customer response
05/23/2024

Complaint: 21657717

I am rejecting this response because:
you did not provide a prepaid label. I will not spend any money on shipping when I have already spend money one very poor quality shoes.

Sincerely,

***********************
Business response
06/13/2024
Hello ********************,
After we offered our quality assurance process on May 21st a prepaid return label was sent to you per your request. The shoes were returned to us, deemed defective, and your replacement pair was processed and shipped out to you. A customer care agent has emailed the tracking number to you today.
Thank you for your patience in this matter.
Skechers Customer Care
Customer response
06/17/2024

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
04/28/2024
Complaint Type:
Service or Repair 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.
date of transaction is Dec 12 2023 i purchased a pair of Skechers Go Walk in Size 9.5 mens in the color blue i have barely had them 4 months and now the backs are starting to wear out and fall I have tried contacting customer support only to get rude representatives the last one told me there was nothing they could do since i didnt have a receipt then she put me on hold i heard hold music and then the phone came back on she must not have known she was off hold she had the audacity to say poor poor man i thought he was a woman just another f****** f***** trying to get over on someone i was appalled i hung up the phone and immediately started crying i have never been disrespected like that
Business response
05/06/2024
Hello **************,
We are so sorry to hear about your experience with us. I am unable to find any calls under the phone number you provided, I only see one email to customer care. On April 28th we emailed you the instructions to start a defect claim for your shoes and were awaiting your reply. Can you please confirm if you called using a different number? I'd like to listen to the call to get all of the details so we can address this accordingly.
Thank you,
Skechers Customer Care
Initial Complaint
04/26/2024
Complaint Type:
Service or Repair 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 bought a pair of shoes in October 2023. I never wear them because they are uncomfortable and I went to the retail store to exchange them and the girl wouldn't. She *** that they were woren. I have my receipt and paid $ 60,00. I contacted customer service number ************** and ************** to get no help by anybody. They said there policy is 30 days and not woren. I could go to any store and buy the same product and either return it or exchange it with no hassles or problems. There is no way shoes should be extremely uncomfortable after 6 months when you don't wear them.
Business response
05/06/2024
Hello ****************,
We are sorry to hear that your Skechers purchase is not working out for you. However, our return policy is clearly stated on our website. We accept returns to any Skechers store or to our facility using our prepaid label within 45 days (or 90 if you're a Plus Member). If the shoes are unworn and in original packaging, we issue a full refund to the original payment method. If the product is returned outside of the return period or the item is worn, damaged, or not in its original packaging, Skechers will be unable to honor a refund for the merchandise.
We provided a Skechers.com discount via email on April 25th as a small courtesy for any inconvenience.
Thank you,
Skechers Customer Care
Customer response
05/20/2024

Complaint: 21630423

I am rejecting this response because:

The shoes were c*** when wearing them. They made my feet burn and hurt. I went and got a new pair and it stopped.

Thanks,

*************************
Business response
05/31/2024
Hello,
If you feel that the shoe has caused discomfort as mentioned in your last message, and you believe there to be a quality issue, we have a quality assurance program. You may return the shoes to our facility for inspection and a possible replacement. Please see this *********** article which outlines the details on how to start a claim: ****************************
Thank you for your understanding.
Skechers Customer Care

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ComplaintsforSkechers U S A, Inc.

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