ComplaintsforBirkenstock USA, LP

• Initial Complaint

  08/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a black Birko-**** Arizona Super grip, 42 Narrow. Its too wide. I noticed the new policy on the Birkenstock website that states all clearance sales are final. No problem, I thought, since I've been wearing an Arizona in 42 narrow for years. It turns out it was a problem because this Arizona is wider in the foot bed with much longer straps. It didnt fit well at all. I knew about the clearance return policy being changed but I tried to return it anyway. I was denied by *****. She sent this response: Styles can fit differently depending on the Silhouette, Material, and Footbed. Funny since this is the same style, material, and footbed as I have ordered previously. Let me cut to the ****** These new Arizonas are not even close to the same size as my existing 42 narrows.I pulled 4 pairs of 42 narrow Arizonas out of my closet to measure and compare to the recent pur****** The foot bed is 281mm long on all of them. Things were different when measuring the foot bed width. All the Arizonas from my closet had a 99 mm foot bed at the widest point. The new one is 105. That's almost inch wider (*******). Another large difference came when I was measuring the straps. I measured the front and back strap on the side with holes. Three of the preowned Arizonas were consistent with 133mm front strap and 147mm back strap. A pair of thyme suede leather straps were 138mm front and 153mm back. The new black sure grips were the outlier with 145mm front and 160mm back strap.The next thing I measured was the distance from the foot bed to the hole I used on both the front and back strap. The holes I used on all of them were the same distance, even though they may not have been the same hole number on the Thyme green pair. The hole needed on the new pair was the last hole on the front and there was not a hole in the same position on the back strap.The egregious size discrepancy is not. You have alienated a long time customer.

  Business response

  08/09/2024

  Thank you for your inquiry.

  We currently see that you are corresponding with a **************** *** to reach a viable resolution.

  Best regards,

  Birkenstock USA
  Customer Support. 

• Initial Complaint

  07/29/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 07/19/2024 I. ordered sandals online through their website. I always use PayPal, which auto fills and pays for my items. I always double check this information. They sent my new shoes to a previous 7 year old address. I have talked to them on serval occasions by email and phone. Basically telling me to bad so sad it's mine, auto fill, *** fault. Nothing they can do for me.

  Business response

  07/30/2024

  Thank you for reaching out to us. 
  We are sorry to hear that your package was delivered to the incorrect address. 

  It is always recommended that all information is confirmed during the Checkout review especially as we have so many tools that will auto populate to save time

  We will have a customer service representative re-review your case and reach out to you directly.

  We cannot guarantee a refund if the order was delivered to the address that was entered on the order. 

  Best,

  Birkenstock USA

  Customer Support. 

   

  
  
  

• Initial Complaint

  07/25/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered a pair of clogs that was apparently marked delivered, however the package was nowhere to be found. I reached out to Birkenstock who refuses to help me and pretty much stated im SOL.Order ********

  Business response

  07/29/2024

  Thank you for reaching our regarding your recent order. 

  We are sorry to hear the your order, although delivered has not been received,

  We notice that both you at your order  are in bases in ******* 

  As customer service for the **, we will have a **************** **** reach out and refer you to the correct customer service center so that you can take up your inquiry with them.

   

  Best regards,

  Birkenstock USA

  Customer Support. 

  Customer response

  07/29/2024

   
  Complaint: 22042960
  
  I am rejecting this response because: I have already reached out to them and they are unwilling to help. Regardless of country, it is the same company. 
  
  Sincerely,
  
  *********************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Merchandise was received on 07/23/2024, shipped from merchant. Shoes are not properly sized, one shoe is bigger than the other making correct fit impossible. Shoe size is defective. Merchant will not refund (preferred due to quality) or replace item. **************** advised neither applied, and would not address shoes being defective. I requested it be escalated, but it has not been addressed. I wish to return the shoes at no cost to myself, and receive full refund for both shoes and shipping totaling $106.16.

  Business response

  07/29/2024

  Thank you for reaching out to us regarding your recent order. 

  We will have a **************** Rep. review that case and reach our to you directly.

  Best,

   

  Birkenstock USA

  Customer Support.

   

  Customer response

  07/29/2024

   
  Complaint: 22033389
  
  I am rejecting this response because: it does not provide refund information, or resolve the complaint. 
  
  Sincerely,
  
  *******************

  Business response

  07/31/2024

  We see that the item was less than perfect and are happy to resolve this for you/

  However, we are unable to resolve this issue due to a dispute that is stopping funds being returned to the account.

  Once the dispute has bee removed, funds can then be returned.

  Best,

  Birkenstock USA

  Customer Support.

  Customer response

  07/31/2024

   
  Complaint: 22033389
  
  I am rejecting this response because:

  The item was purchased through PayPal payment. The refund will go back through PayPal. If they process the refund to PayPal it will settle the dispute. They are not able to pay me directly. PayPal is currently waiting for the refund to be issued. When the payment is issued to Payoal they will refund me. Which will settle the matter. 
  
  Sincerely,
  
  *******************

• Initial Complaint

  07/23/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Received defective Birkenstock shoes purchased on final clearance. The shoes are coming apart at the seams and poorly glued together. On the arch of each foot the material is pulled away leaving a scratchy glue surface. Completely unwearable. **************** refuses to exchange since the item was purchased as final sale. I explained to customer service reps ******* and ****** that I am not requesting to return the shoe for any other reason than it is defective. All they did was refer me to a shoe repair service. What a scam Birkenstock has become. Quality is not the same as it once was.

  Business response

  07/29/2024

  Thank you for reaching out regarding your Birkenstock order.
  
  We will have a **************** Rep. reach out to you directly, to review the issue and work to see if there is a better resolution for you.

  Best, 
  
  Birkenstock USA

  Customer Support.

• Initial Complaint

  05/31/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I was at home all day yesterday when my package was delivered. got an email and it says front door so i went to check right away but there was no package in the front so i checked to spots that they could be in and asked my neighbours but i couldnt find my package. customer support told me to file a claim to *** and reach out once the investigation is complete but i couldnt get a hold of *** they arent answering to my calls.

• Initial Complaint

  05/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am writing to formally request a full refund for a pair of shoes I purchased from Birkenstock store (**************************************) which have caused me significant physical harm and dissatisfaction. Below, I provide a detailed account of the issues I have encountered and the unsatisfactory response from the stores and 800 customer service teams.Product Issue:I recently bought a pair of shoes from Birkenstock store, which, upon wearing for the first time, resulted in severe blisters and cuts on my skin, as well as extensive bruising. The attached photographs clearly document the injuries sustained due to the defective nature of the product. As a direct consequence of wearing these shoes, I am now unable to wear any footwear until my feet fully recover.Customer Service Interaction:Upon contacting Birkenstock customer service department to address this issue, I was informed that I would be responsible for covering the shipping costs to return the defective shoes. Furthermore, I was told that I would not be eligible for a refund. This response is unacceptable given the physical harm caused by the product and the clear evidence of its defectiveness.Resolution Sought:In light of the above, I am seeking a full refund for the defective product. I am prepared to return the shoes at no additional cost to myself, as I believe it is the responsibility of Birkenstock to rectify the situation without further inconvenience or expense me as a customer.I trust that ********************** values customer satisfaction and SAFETY, and I hope that you will take immediate action to resolve this matter to my satisfaction. I would appreciate a prompt response to this complaint, detailing the steps you will take to process my refund and address the product quality issues to prevent future harm to other customers.Please feel free to contact me [************************* ************ *********************** to confirm receipt of this complaint and to discuss the resolution process.

• Initial Complaint

  05/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I have been wearing birkenstocks since I was literally born.... My entire family wears them. Last June I purchased a pair of Big Buckle Arizona Oiled Leather Sandals (Order number ********). These were $200 after tax. I wore them selectively due to the price and not wanting them to wear out too quickly. I wore them only a hand full of times between June - September and then put them away due to it being cold. I brought them out a few weeks ago due to it getting warm again and noticed that the leather is becoming unattached to the sole. Now I didn't even hardly wear these due to the cold weather and I get an email saying "Hello ******, Thank you for reaching out to Birkenstock ***. Unfortunately, Birkenstock footwear does not have a specific warranty or guarantee. I recommend reaching out to an authorized repair shop for further assistance.I apologize for the inconvenience.Best regards,******** Customer Support ********************** | ***************************************************** ************"Really?!?! So you can sell me an expensive pair of shoes that are defective and you have no accountablity??! How is that far?! I even showed pictures of the shoes in great condition with the exception of the issue... still a no... If you don't make this right you will literally lose 10 customers seeing as my whole family (my parents, brothers, sisters and my family) purchases them on a regular basis. I can't even fathom being treated like this as a customer. Even **** takes care of poor quality shoes... and they are a lot less. Do better Birkenstock and make this right. I just want a new pair not to refund my money.

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order # ******** I'm thoroughly disappointed with Birkenstock's customer service and refund policy. Given the significant amount I paid for their product, I anticipated a higher standard of assistance. When I reached out to Birkenstock regarding the return of defective shoes causing painful blisters despite minimal wear, I hoped for a smooth resolution. The shoes remained unwearable despite my expectation that they would become more comfortable over time.Initially, a customer service representative assured me that providing a photo along with my order number would likely result in a refund. Following their instructions, I submitted the necessary documentation, only to receive notice later that a refund wouldn't be processed. Subsequent attempts to clarify the situation yielded no response. It's disheartening that the agent, despite being informed that my request exceeded the 30-day window for returns, still advised me to proceed with sending a photo, effectively wasting my time.This level of service is unacceptable, particularly from a company renowned for its reputation. I've been treated much more respectfully by similar brands in the past. I am simply seeking to return these defective shoes and receive a refund, a reasonable expectation from any reputable brand.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of Birkenstocks at a ********* location. After one wear, I noticed the buckles of the sandals (big buckle Arizona in Cognac oiled leather) make squeaking noises. I have had 3 other pair of these exact sandals (and many many other pair of Birkenstocks) and have never had an issue with quality. I tried to return to ******** but since I had worn them (once) they would not take them back. I email Birkenstock customer service who told me to contact *********, I tried again to get an exchange but ********* would not. I emailed Birkenstock again and was told since I don't have a Birkenstock order number they cannot help me. This is a company that makes high quality footwear that I love and I expect more out of their customer service. ********* is the middle man in this situation. The defect with the buckles did not begin once ********* received the sandals and then sold them. The issue is with the manufacturing at Birkenstock. All I am asking is that I can send Birkenstock the defective sandals and get a replacement.

*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. ↩