ComplaintsforBirkenstock USA, LP
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Complaint Details
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Initial Complaint
09/30/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
On May 14th, 2021 I purchased Mocha ******* Birkenstocks and I recently noticed that the straps were coming off of the sandal. I do not roughly wear these sandals and I take good care of them. Ive been buying Birkenstocks for years and all my pairs has lasted me at least 1.5-2 years then started showing wear I have never had them fall apart after 4 months. I spoke to ******* from Birkenstocks and she did not do anything about it other than saying that they will not replace the sandals or at least refund me. There is an obvious manufacturing defect because the shoes should not have fallen apart after 4 months. I would like if I could get a refund for the shoes if not then at least a replacement.Business response
10/04/2021
Fiona,
Thank you for contacting Birkenstock regarding you footwear.
We have re-reviewed your pictures and information and are unable to provide a replacement or refund due to the excessive wear and tear on the footwear.
As each person wears their footwear differently, Birkenstock footwear does not have a specific warranty or guarantee. There are many factors that contribute to how long the footwear lasts, such as: how often they are worn, the conditions they are exposed to, the level of shoe care they receive,how they are stored, and the individual walking pattern of the wearer. Some people may get less than one year of wear while others may get two or more.Regards,
Birkenstock USA
Customer Support.
Initial Complaint
09/28/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Order never received. Business provided misleading shipment tracking and I waited 3 months for delivery. Business never provided accurate information, exchange, or refund for delayed order that was eventually never delivered.Business response
10/04/2021
*********,
Thanks for bringing this to our attention.
Upon reviewing you email that you sent to Birkenstock we see that the order may not have originated on our website www.birkenstock.com.
We recommend that you contact the original website for further information.
We will also have a representative reach out so we can confirm this information with you.
Thanks.
Birkenstock USA
Customer Support.
Customer response
10/05/2021
Better Business Bureau:
I have reviewed the response made by the business in reference tocomplaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
09/23/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of Birkenstock sandals for $135 on September 3 after reviewing the sizing guide and exchange policy found on their website. After wearing the shoes for 2 days they began hurting my feet and became unwearable. Upon contacting them to request an exchange they informed me that they would not accept my exchange because the shoes had been worn, which is against their return policy. The exchange policy on their website states We offer free exchanges for a larger or smaller size on all orders within 30-days of delivery. They claim that the return and exchange policies are linked, although nowhere on their website is this mentioned, which is very misleading because I bought the sandals believing that I could return them if they did not fit. The customer service that I have received is unacceptable with no attempts made to fix the problem, emails unanswered for days, and no way to get back in contact with a supervisor, being told that I can't because they left a voicemailBusiness response
10/04/2021
*******,
Thank you for bringing this to our attention.
Looking at our records, we see that you have reached back out and we were able to resolve this matter for you and accept the return.Thank you.
Birkenstock USA Customer Service.
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Customer Complaints Summary
45 total complaints in the last 3 years.
21 complaints closed in the last 12 months.