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Business Profile

Wholesale Shoes

Birkenstock USA, LP

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Wholesale Shoes.

Complaints

Customer Complaints Summary

  • 49 total complaints in the last 3 years.
  • 23 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:01/09/2025

    Type:Delivery 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.
    Despite repeated requests to stop mailing paper correspondence of any kind to my physical delivery address, Birkenstock still insists on mailing promotional mail to the physical delivery address. Please stop. Remove/delete all my personal data from Birkenstock's system and any third party systems Birkenstock has shared my information with. I never gave permission to store my personal data or to share my personal data.

    Business Response

    Date: 01/14/2025

    Thank you for your inquiry.
    We are sorry that you are still receiving mailers despite your requests to remove your information.

    We will have an agent review your request and reach out with a satisfactory resolution to your request within the next 24 hours. 

     

    Best regards,

    Birkenstock USA

    Customer Support.

  • Initial Complaint

    Date:01/09/2025

    Type:Delivery 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.
    Order took TWENTY TWO days to deliver. I get it was around the holiday but that's crazy. I even paid for faster shipping. Called customer service and they just said it was holidays. No other business takes that long even on holidays

    Business Response

    Date: 01/14/2025

    Thank you for your inquiry.
    We would like to apologize for your experience with your recent order. 
    The increased volume around the holidays impacted our ability to serve our customer in the way that they are used to.

    We will have an agent reach out to you directly and respond to your recent inquiry with Birkenstock.

    Best,

    Birkenstock ***
    Customer Support

  • Initial Complaint

    Date:12/27/2024

    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.
    Ordered a pair of Birkenstock sandals with black shearling fur in August/September 2024, intended as Christmas gift this year. Called to make sure that the black shearling fur would not transfer color to bare feet and was assured that this would not be the ******** that Christmas came and went, and shoes were gifted, it turns out that feet are getting badly stained and that the shoes are not wearable.Customer service would not honor a return or refund at this point. Shoes are however severely flawed, something that was misrepresented by customer service at time of purchase.

    Business Response

    Date: 01/03/2025

    Thank you for your inquiry.

    We are sorry to hear about your experience with your footwear.

    We will have a Birkenstock Customer Support Representative reach out and see if we can resolve this for you.

    Regards,

     

    Birkenstock USA

    Customer Support.

     

    Customer Answer

    Date: 01/03/2025

    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,

    Ivana Bozjak

  • Initial Complaint

    Date:12/20/2024

    Type:Delivery 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.
    Ordered 2 items on the website and they have yet to process my order almost a week later tried to get a refund and cancel the order before it ships. Was told no that I have to wait for it to arrive and then go and return them my self.

    Business Response

    Date: 01/03/2025

    Thank you for your inquiry.

    We would like to take this opportunity to apologize for your experience with your order. 

    A heavy than normal volume has impacted our ability to serve you efficiently.

    A **************** agent will reach out and work with you to resolve this issue.

     

    Regards,

     

    Birkenstock USA

    Customer Support.

  • Initial Complaint

    Date:12/06/2024

    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 ordered two pairs of shoes on October 21, 2024 from Birkenstock. One pair did not fit and the other pair had defective loose sole material. They agreed to allow me to return both pairs for a refund. I received a refund for one pair but the other pair has yet to be refunded. They claim they refunded my card for both but only one has been. Very difficult to work with. I have also filed a claim with my credit card company.

    Business Response

    Date: 12/20/2024

    Thank you for reaching out regarding your Birkenstock return. 

    We see from our records that both items were received and refunded, although at different times. Both were refunded to your Apple Pay account. 

    11/18 & 11/25 Respectively.

    As communicated by the representative at that time, the refunds were processed separately due to the pricing of the items.

    If a claim or dispute has been filed with your *********** this will stop the credit being applied to your account until this is reversed. If this has been reversed, it may take a few weeks for the refund to be pushed through. This will vary depending upon your back and credit card. 

    We will reach have a Customer Support Representative reach out to you directly to see if this can be resolved. 

    Thanks

    BIRKENSTOCK ***

    Customer Support.

    Customer Answer

    Date: 12/20/2024

     
    Complaint: 22650285

    I am rejecting this response because:  I have only received the refund for one pair of shoes.  The second pair has yet to be refunded and was NOT refunded on 11/25/2024 as Birkenstock claims.  

    Sincerely,

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

    Business Response

    Date: 01/03/2025

    Thank you for reaching out to us.

    We apologize for the experience with regards to your refund.

    A dispute on the card has delayed the refund from going through. This was reversed at the end of November. Per your credit card company, this may take 45 days to reverse the charge  and for the funds to accepted.

    We recommend reaching out to your credit card company for further details. 

     

    Best,

    Birkenstock Support.

  • Initial Complaint

    Date:11/13/2024

    Type:Service or Repair 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.
    On June 6th, 2024 I purchased a pair of Birkenstock for $160. Upon receiving the shoes, I noticed that they made a very loud squeaking sound when I walked in them. Before deciding to return or keep the shoes due to the noise, I contacted customer service - who advised me that "When the footwear is new, the upper material can be very taut but will soften as the footwear is broken in. I recommend you try applying a small amount of baby powder or leather conditioner/oil under the buckles to help ease the squeaking during the break-in process."So I decided to not return the shoes, and continued to wear them despite the loud noise they made while I wore them (I also applied the baby powder). However, the noise never went away and after 5 months I decided to contact customer support again about how to proceed. They told me I could take the shoes to a repair shop at my expense to get them fixed. I told them that I didn't think it was right for me to have to pay to get them fixed given that the product seems to be defective. After I gave them that feedback, they offered me a $10 discount on a new pair of shoes (after pushing back on the fairness of that discount, they bumped it up to a generous $25 ).My gripe is simple - I purchased very expensive shoes, and can't wear them in normal settings (like my workplace, for example) because they make such a loud noise. These shoes are either defective or poorly made, but either way I think I deserve a refund because after 5 months of steady wear they should be sufficiently broken in / not making this noise anymore. The fact that they are demonstrates a product quality issue, and I'm upset because Birkenstock isn't standing behind the quality of their product. It's also worth noting that several representatives stopped responding to me via e-mail, and I also had someone transfer me to their "manager" but it was really just a line with no one on it.

    Business Response

    Date: 11/21/2024

    Thank you for reaching out to Birkenstock ****

    We apologize for the experience you've had with your footwear. 

    A customer service **** will be reaching out to review and resolve the matter with you. 

     

    Best,

     

    Birkenstock USA

    Customer Support

  • Initial Complaint

    Date:11/07/2024

    Type:Service or Repair 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 Oct. 18, 2023, I splurged and spent $106.45 on a new pair of Birkenstock sandals. I'm not rich. I'm middle class. I'm the mom of three children under 4 with a toddler and twin babies. This was something special to treat myself.A year later, on Nov. 7, 2024, I was walking and the strap on the sandal broke. I am heartbroken. That is an expensive shoe that didn't endure very long. I am in a tight financial spot so fixing it or buying a new pair would be a financial burden.I have been a loyal customer and have never had a previous issue with my sandals before, so I contacted customer service to ask for a replacement. I received a copy and pasted response that gave me directions how to find a store to repair them. The response I received was not sufficient and lacked any empathy.I reaching out to the company directly in hopes that a legacy brand like your will take care of your customer and make the situation right. I am asked for a replacement.

  • Initial Complaint

    Date:10/07/2024

    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.
    Hello BBB,I placed an order with Birkenstock a month ago and returned the order as I found a good price elsewhere. The order was delivered back to Birkenstock almost two and a half weeks ago and when I reached out regarding my refund status they said that they *** not receive the package and need to investigate? I dont understand why it is taking this long to look into a return. I followed their instructions and returned the order using their label so I dont see how it wouldnt have made it back to their warehouse. I would like someone to please look into this and confirm my return has been processed.

    Business Response

    Date: 10/16/2024

    Thank you for contacting us.

    We apologize for the delay in resolving your contact with us.
    A customer representative is working to investigate the return as it was not returned to our Return warehouse. 
    This may mean working you having to reach out to *** to have them return the order back to the correct and authorized location.

    The representative will be sure to to update you so that the matter can be resolved. 

    Best,

     

    Birkenstock ***
    Customer Support

    Customer Answer

    Date: 10/16/2024

     
    Complaint: 22392488

    I am rejecting this response because:

    Ive already been in contact with the carrier as this has been taking a long time. They said any investigation would need to be initiated by Birkenstock as the label was provided by them. Honestly, this has been the worst return experience ever with a company. It has been close to a month and now I am being told to work with the carrier. I used your label so you should be working with the carrier to fix this! I did my part and followed all the instructions to return my order. Please refund me for my return. 


    Sincerely,

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

  • Initial Complaint

    Date:09/17/2024

    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.
    To whom it may concern:I reached out to Birkenstock over a defective pair of boots that were ordered on 8/31/24. When I received them and tried them on I knew something was immediately wrong. The boots felt different on my feet. Then as I inspected them more closely I noticed small defects around the shoe including seams that were inappropriately matched as shown in the photo I have attached. While the item was final sale, I let them know that I received a defective pair. They were unwilling to help, did not offer a single resolution. I am asking that they refund the cost of the shoe. I have never had customer service that is unconcerned with resolving a defective item case. I asked to have the case escalated and was told someone would reach out next day. I heard nothing at all. That was last week. I would like to return this item immediately. Thank you.

    Business Response

    Date: 09/25/2024

    Thank you for letting us know about your Birkenstock order and experience.

    A **************** Representative will review your case and reach out to you directly.

     

    Best regards.

    Birkenstock USA

    Customer Support

    Customer Answer

    Date: 09/25/2024

     
    Complaint: 22296939

    I am rejecting this response because: I have been told this before and I have not heard from any supervisor regarding this matter and how it can be fixed.

    Sincerely,

    ***** *****

    Business Response

    Date: 10/01/2024

    Thank you for your response.

    We see from our records that a **************** representative has reached out to you and is working towards a resolution with you.

    Best,

    Birkenstock ***
    Customer Support.

  • Initial Complaint

    Date:09/10/2024

    Type:Delivery 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 placed an order for shoes on 8/04/24 and received them 8/07/24.After wearing the shoes a few times, I noticed they were defective and the suede was separating from the cork footbed.Its very possible they arrived like that and I didnt notice immediately.On 9/08/24, I contacted Birkenstock and sent them photos of the shoes.I expected to receive a shipping label so I could return the defective pair and to receive a replacement pair without defects.Instead, I was offered $10.00 and told to take the shoes to a shoe repair shop to be repaired at my expense.

    Business Response

    Date: 09/12/2024

    Thank you for contacting us regarding your order with Birkenstock.

    We will have a **************** Representative, review your case and reach out to you directly.

    Regards,

    Birkenstock ***
    Customer Support

    Customer Answer

    Date: 09/13/2024

    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.

    Birkenstock replied to my complaint by email and issued me a full refund for the defective sandals.

    Sincerely,

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

Birkenstock USA, LP is NOT a BBB Accredited Business.

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