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:08/30/2023

  Type:Delivery 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 recently placed an order for Birkenstocks. Two pairs. I had an issue with both and sent them back. I then placed another order for a different pair and I never received them. I contacted Birkenstock for a reshipment or refund and they are not willing to do either. I asked them to file a claim with carrier they werent willing to do that either. Please help. Order #: ******** |

  Business Response

  Date: 09/08/2023

  Thanks for reaching out to us. 

  We are sorry to hear that you did not receive your package. 

  As per the *** tracking Summary, the information and photo provided confirm that the package was indeed delivered to the address on the order. You can view this using your *** tracking provided at the time of shipping.

  We would recommend that you contact *** to file a Package Investigation claim.  

  If you are still unable to locate your package, we advise contacting your local law enforcement to file a police report and provide additional instruction. 

  Regards,

  Birkenstock Support.

   

  Customer Answer

  Date: 09/08/2023

   
  Complaint: 20542673
  
  I am rejecting this response because: I am unable to file a claim without being the shipper, I have already contacted ups
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:07/26/2023

  Type:Service or Repair 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 placed an order for 2 pairs of shoes they were scanned delivered, however right after the delivery driver delivered them to my porch 2 men in a truck came up to my porch and stole all my packages. I am requesting a refund so I can go buy them at my local store. The company refuses and has hung up on me twice and told me its in there policy which I dont see online.

  Business Response

  Date: 08/01/2023

  Thank you for reaching out regarding your Birkenstock experience.

  According to our records we see that you reached our to ** and are currently working with one of our agents to resolve this issue.

   

  We hope that a satisfactory resolution can be reached. 

   

  Best,

  Birkenstock Support. 

• Initial Complaint

  Date:07/01/2023

  Type:Delivery 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 ordered two pairs of Birkenstock sandals on May 27. I have been tracking the order and they were delivered to an address in ** on June 11. Two weeks ago I contacted the email listed in my order confirmation and received a reply that I would be notified once my order shipped. On June 28, I contacted them again by email and Instagram that due to the length of time it has taken for my order to arrive I want a refund. No response. Unfortunately I believe I have been scammed and want a full refund. It is irritating that a reputable company like Birkenstock is misrepresents by this sham of a business. Thank you for allowing me to share my story and find a resolution.

  Business Response

  Date: 07/06/2023

  Thank you for reaching out regarding your Birkenstock experience and for including the screen shot of your order. 

  After reviewing the information on the document, we can confirm that this order was not placed on our website, www.birkenstock.com

  We are very sorry that you had this unfortunate experience with what appears to be a counterfeit website. 
  

  If you have not already, it is recommended that you contact your credit card company, who will work with you to dispute the charges for this order and issue you a new card.  Some things to watch out for when ordering from these types of websites include improper grammar and spelling, order numbers that are short or low in sequence, as well as unusually deep discounted products, or products shipped from other countries.  
  
  Aside from the Last Chance section sometimes featured on our website, we never discount our products to that extent or ship from outside the ***.  In the future, I suggest you order directly from our website, ***************************************** as we offer free shipping and free returns on all orders.  
  
  We appreciate you letting us know about this situation and will pass this information we see on the document on to our legal team. 

  We will also have a ******** Service agent follow up with you directly. 
  

  
  Please let me know if you have any other questions!
  
  Best regards,

   Birkenstock Support.

   

• Initial Complaint

  Date:06/12/2023

  Type:Customer Service 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.

  Shoes were ordered on 5/23/23. They did not fit. They have not been worn other than trying them on. I made the mistake of throwing the box away and Now customer service is saying they are unable to process the return.

  Business Response

  Date: 06/13/2023

  Thank you for bringing this matter to our attention.

  Upon further review of our records, we see that a ******** Service Agent was able to respond to you within the last 24 hours and authorize a return. 

  Please do not hesitate to contact us if you have any further questions or concerns. 

   

  Regards,

   

  Birkenstock Support.

   

• Initial Complaint

  Date:06/09/2023

  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.

  I purchased from Birkenstock.com a pair of shoes in January 2023. The heal on the back of the left shoe is caving in and falling apart. I paid $170 for the shoes and have only worn them four or fives times. They should not be falling apart on the heal. I contacted Birkenstock and they said it was nothing they could do.

  Business Response

  Date: 06/13/2023

  Thank you for bringing this to our attention. 

  We apologize for any inconvenience this may have caused you.

  Please note, that Birkenstock does offer a specific warranty due to the fact that each person wears their Birkenstock footwear so differently.
  

  There are many factors that contribute to how the footwear wears, such as how often they are worn, where they are worn, the level of shoe care provided, how they are stored, and the individual walking pattern of the wearer, activities, even climate and the difference in surfaces. 

  A customer service representative will reach out to you directly to see if there is any further we can review. 
  
  

  Regards,

  Birkenstock *** Support.

   

   

  Customer Answer

  Date: 06/13/2023

   
  Complaint: 20168504
  
  I am rejecting this response because:  Birkenstock is not offering me a resolution but instead are stating that there is no warranty for their shoes that they charged $170.00 for.  I have purchased several pair of Birkenstock shoes. I dont understand why a company cant admit that every shoe they make is not a good quality shoe and when its not, make it right with the customer!!!
  
  Sincerely,
  
  *************************

  Business Response

  Date: 06/15/2023

  Thank you for your comments.

  From our records, we see that a ******** Service agent has reached out, and is working with you directly towards an amicable resolution. 

   

  Best, 

  Birkenstock Support.

• Initial Complaint

  Date:05/27/2023

  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.

  I ordered a pair of shoes through PayPal to Birkenstock. When I received them they were too big, on the shipping paper inside the box stated they do not pay for returns so I paid $5.05 through **** addressed it to the return address on their shipping label, filed a refund through PayPal. Birkenstock claims it wasn't there main address, that I sent them to the wrong address and that they do supply return labels. We'll that's not what the packing paper said that was in the shipping box. I gave them all the information I had from PayPal to them. This is for $54.90, I can't afford to lose $54.90, they refuse to refund my money because they say I sent it to the wrong address. I can't screen shot the info it says because of security reasons. Someone needs to refund my money either PayPal or Birkenstock.

  Business Response

  Date: 06/02/2023

  Thank you for reaching out to us regarding you Birkenstock inquiry.

  Having reviewed your case, we see that the dispute with Paypal hinders our ability to offer a refund back to you.

  We will have a customer service agent reach out to you directly to assist and try to process the refund once the dispute has been removed.

   

  Best,

   

  Birkenstock Support. 

• Initial Complaint

  Date:05/24/2023

  Type:Service or Repair 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 purchased sandals on March 16, they arrived the following week. By the end of April, not much more than a month after I received them, the strap came apart on the ride sandal, making them unwearable. This was not the result of wear as I only had them about a month, but the leather coming undone from the sole. I reached out to customer service and was given advice on where to seek repairs. When I said I didnt think I should have to pay for a repair that is the result of an issue with the shoe, I was told that they saw it as a result of wear and wouldnt help me further. I only ask for a replacement pair in exchange.

  Customer Answer

  Date: 05/18/2023

  I am including proof of purchase and the shoe that I messaged about. I bought the shoe in March and it broke just after the 30 day return policy expired.

  Customer Answer

  Date: 05/24/2023

  Hello,

  the Business is Birkenstock.com, but that didnt seem to be an option when I uploaded the complaint.

  Business Response

  Date: 06/02/2023

  Thank you for you letting us know about the experience with your Birkenstock sandals.

  We will have a **************** argent reach out to you directly to see if we can take another look at your case and review the resolution. 

  Regards,

  Birkenstock Support.

• Initial Complaint

  Date:05/21/2023

  Type:Service or Repair 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 attempted to contact Birkenstock twice regarding the quality of their shoes. I have not gotten a response at all. Hard to understand why a luxury company doesnt have the wherewithal to respond to a concern about their products when they market the quality product.

  Business Response

  Date: 06/02/2023

  Thank you for reaching out to use with you inquiry. 

  We sincerely apologize for the oversight and the lack of response to your previous customer service inquiry.

  We understand the frustration this may have caused, and we deeply regret any inconvenience.
  Please be assured that we value your feedback and want to address your concerns promptly. In order to assist you further, we will have a **************** argent reach out to you directly. 

  Thank you for bringing this matter to our attention.

  Regards,

  Birkenstock Support. 

   

• Initial Complaint

  Date:05/02/2023

  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 01/08/2023, I purchased a pair of Arizona Shearling Sandals ( item #*******). The order number is ********. I wore these shoes for the first time on 04/25/2023 on my vacation. The Shearling is pulling off around the entire back of the shoes. It looks horrendous and like I had these shoes for years. The craftsmanship is not to the standard I would expect from Birkenstock. I requested assistance only to be told that I only had 30 days to return them. I bought these for a specific trip that would be way outside that window. I want them replaced immediately under some sort of warranty. The shoes are beyond my ability to repair on my own.Same identical situation with order number ********. I have never worn these shoes and wanted to exchange them for item number ******* Barbados *** in blank or white size 9 and item number ******* ****** Oiled Leather Tobacco Brown size 9; I was again told no.At NO time was I ever told I only had 30 days to return or exchange a product at the time of purchase. At NO time was I told how horrible the shearling sandals, would look after wearing them once and that there was no warranty. Extremely poor customer service and quality considering that this is supposedly a high end brand. I am beyond frustrated and angry. We are talking about $340 of my hard earned money wasted on poorly made shoes and shoes I will never wear. After this, I doubt that I will ever buy a pair of Birkenstocks again.

  Business Response

  Date: 05/04/2023

  Thank you for letting us know about your experience with the Birkenstock Shearling that you ordered.

  We will have a ******** Service Agent reach out to you directly and see if we can reach a resolution for you.

  Best,
  

  Birkenstock Support.
  

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20007400
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

  Customer Answer

  Date: 05/05/2023

   
  Complaint: 20007400
  
  I am rejecting this response because I have only gotten one email from Birkenstock ***, responded as instructed with no response.

  Therefore I do not accept the business response.

  Sincerely,

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

  Business Response

  Date: 05/05/2023

  Thanks for you response. 
  

  As per our records we see that a call was made and a follow up correspondence was sent to you. 

  We hope that this resolution was to your satisfaction. 
  
  Best,
  
  Birkenstock Support. 

• Initial Complaint

  Date:04/22/2023

  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.

  I tried returning the approx $150 shoes shortly after the 30 day window closed. The shoes were worn twice and caused my feet to hurt badly. Birkenstock declined saying that the shoes were worn. But how else would I have know the shoes were poor quality.Please see the following email exchange with customer support -Hello *****, Thank you for reaching out to Birkenstock ***. Although I understand your frustration, I am very sorry that you feel that way to my response.--------------- Original Message ---------------From: ************************* [************************]Sent: 4/22/2023, 10:30 AM To: ****************************************** Subject: Re: Birkenstock Order #******** | Picture Request Hello, I wore this shoe for 2 days and my toes felt sore and toenails hurt because of the extremely hard leather upper. Im not sure what you mean by the overall condition of the footwear. Did it seem worn out to you? I wore it for 2 days so the sole is expected to be dirty, but there was no wear. Please look at the pictures on file again carefully. I have been a purchaser of Birkenstock ******* sandals for many years and thought I would give your closed shoes a try. If you would like to call me so I can explain better, Id appreciate it. Thanks ***** ********** On Apr 22, 2023, at 6:11 AM, BIRKENSTOCK *** **************** <******************************************> wrote: Hello *****, Thank you for reaching out to Birkenstock ***. A member of our Quality Control Team has reviewed your photos, and based on the overall condition of the footwear, we cannot offer an exchange or process a return.Footwear and accessories may be returned or exchanged at no charge, in original purchase condition and packaging, within 30 days of delivery.I apologize for any frustration this may have caused. If you have any further questions or concerns, please do not hesitate to reply to this email.Best regards,****** Customer Support

  Business Response

  Date: 05/04/2023

  Thanks for reaching our regarding your Birkenstock order. 
  
  We will have a ******** Service Agent reach out and work with you to reach a resolution with you.

  Please accept our apologies for any frustration caused by this matter. 

  Best regards,

  Birkenstock Support. 

  Customer Answer

  Date: 05/04/2023

  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.
  
  Sincerely,
  
  *************************