ComplaintsforCrocs, Inc.

• Initial Complaint

  10/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a pair of Crocs on 7/31 with order number ********CUS in the amount of *****, which were defective on arrival (identical to what we already owned and very small). After contacting Crocs, I was told they'd send a replacement (I sent photos of old classic Crocs which we have 5 pairs and new). I was fine with that. The first reshipment went to an incorrect address on the ********** (I live in WA state). Contacted ** after a month as I didn't receive anything, was told they'll send another replacement. Well, I received Crocs with heels (I believe they're called stomp clogs) instead of classics. I contacted the ** again and was disconnected on chat, being told tough luck, we already sent you stuff. Contacted ** by e-mail, never received a response. Decided to return the clogs. Return was received, and I was refunded for another order, ********CUS in the amount of *****. Contacted chat again, was told that you DO NOT REFUND TAX (which is illegal) and tough luck. I'm filing a complaint with the appropriate authorities (I have the chat saved) on your company representative claiming to not refund tax (she said I'd needed a tax exemption to get tax refunded... in case you don't know, a tax exemption is to not pay tax in the first place). I'd like your customer service team fired as there's no way one can get more incompetent (I've had the displeasure of interacting with 4 of them and not one of them knows what to do, how to input address, a product code, how tax works) and my 4.07 back. Thanks for all the fish.

  Business response

  10/08/2024

  Hello ***, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We want to inform you that we have refunded order ********CUS for the full amount of $28.53, including tax on Oct 1st. Additionally, as an apology for the inconvenience you experienced, we have just processed a refund for order ********CUS for $32.60.

  Thank you,

  Crocs 

  Customer response

  10/10/2024

   
  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,
  
  *** Kovarikova

• Initial Complaint

  09/30/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased two pairs of Crocs, through ********, for two of my children. When I received the crocs, the black glitter pair, were too small for my daughter. We do not live near a Crocs store nor a kiosk, so I have to return them. I have asked multiple times if after they receive my return order, if I could order the correct size for the same price and the *** informed me they could not do so. I feel like Crocs is penalizing me for ordering the wrong size shoe for my daughter and also penalizing me because I do not have a crocs store or kiosk near me to exchange. They are now saying that I will have to pay full price (*****).

  Business response

  10/01/2024

  Dear ***** -

  Thank you for your feedback. A representative from our **************** team will be in touch with you shortly.

  Thank you,

  Crocs

  Customer response

  10/01/2024

   
  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

  09/29/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I purchased three items on ************************** and returned two items within the return period. The total of my return amount should be $28.81 before tax and $31.19 after tax. However, they only refunded $25.79 without a clear explanation of the breakdown. I contacted customer service on September 25 and they said they would send me a refund letter within 48 hours. As of now, I have not received any letter.

  Business response

  09/30/2024

  Dear *******-
  
  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. The initial refund processed was just for the Classic Lined Geometric Clog and we have processed for the Jibbitz today. The amount of $5.40 will be visible in your bank account within 2-4 business days. Please find attached a screenshot providing you details of the transactions.
  
  Thank you.
  
  Crocs

• Initial Complaint

  09/27/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a two clogs for their promotion of 2 for $60 with free shipping. When the shipment arrived, I only received one. I noticed that my other pair was marked as "cancelled". I then went on the site and spoke to the *** showing them that the clog was in stock. The explanation was that "We ran out of stock when we were to ship it to you but now it's back in stock." They said that the refund process for my order would take 2-3 business days. They said that as a "goodwill gesture" they would offer me a 50% discount for the same exact clog. Even with the discount, I would have ended up having to pay $25 more for the item in addition to the shipping fee that they are now charging me. It is simply unacceptable that I have to pay more money for the exact shoe that I already paid for because their system can't handle load. I have tried resolving my issue through email, chat and even calls, but I keep getting the same canned response that "We are sorry but the shoe was out of stock during processing but is now back in stock". If that were truly the case, then delaying the shipment by 1 day could have saved me a ton of headaches and money.

  Business response

  09/30/2024

  Dear Yuri-

  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. However, as per our records the second item was canceled due to stock out, and please note you were never charged for it. The ** team has provided you with our highest discount code for you to use on your next purchase. Unfortunately, at this point the promotion 2 for 60 is no longer available. 

  Thank you,

  Crocs

  Business response

  09/30/2024

  Dear Yuri-

  Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. We do apologize for any inconvenience caused. However, as per our records the second item was canceled due to stock out, and please note you were never charged for it. The ** team has provided you with our highest discount code for you to use on your next purchase. Unfortunately, at this point the promotion 2 for 60 is no longer available. 

  Thank you,

  Crocs

• Initial Complaint

  09/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase which got lost in the mail. *** couldn't find the package. I have reached out to Crocs 8 times. Via text, phone, online chat, and email. They have promised to refund the money, but I never got the refund. Most often though, someone comes online and then they get disconnected spontaneously. Or, what's more, I'll text with them and if I don't respond within 10 seconds, they disconnect and I have to start again. So painful.

  Business response

  09/27/2024

  Hello *****, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We've gone ahead and processed a refund for the order in question. Please find the refund letter attached. 

  Thank you,

  Crocs 

• Initial Complaint

  09/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On September 19, I placed an order for two pairs of shoes and a decoration on the official website of crocs, participated in two pairs of 50 activities, successfully placed the order and received an email confirming the order information. But when I checked the delivery progress on September 24, I was surprised to find that two pairs of shoes in my order had been cancelled without any notice. When I asked the customer service, I didn't get any solution, and I was informed that the order was canceled because they found that the stock was out within 1-2 days after I placed the order.First of all, I had already paid the price of the item while it was in stock, and my order was cancelled directly without any notice and asking. In my opinion, consumers' right to know has not been properly protected.Second, the problem of cancellations is not unique. I have reasonable doubt that crocs is running fake promotions? How can consumers like me protect their rights and interests?Now I need them to restore my order, or get me and other customers who placed orders but were canceled for no reason to do so again at the same discount once the inventory is restored.

  Business response

  09/25/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We sincerely apologize for the inconvenience caused. Unfortunately, during large sales events, items can sell out quickly, and there can be a delay in updating the site inventory due to the high volume of orders. Please rest assured that our promotions are genuine, but they are while supplies last. To make up for the inconvenience, wed like to offer you a special 50% off coupon code along with free shipping on your next order. Simply use the code: CS50-Q6SW724LSW4F

  Thank you, 

  Crocs 
  
  .

• Initial Complaint

  09/23/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Crocs continuously advertises coupon codes though various ways including their website, app, and also through email and text. However these coupon codes do not work very frequently. **************** will typically provide you with a new code that also does not work 99% of the time. Sometimes codes quit working once you enter your email, especially if you have successfully used a coupon code in the past, almost as if the company has you blacklisted if you've used a code from them in the past. Currently crocs has a code advertised on their app for 40% off jibbitz if you play the flappy crocs game. This code says it is invalid when you enter it both on the app and website. I had another person try to see if they had the same issue, and they did. It's horrible that crocs is basically refusing to honor coupon codes by letting their site just not accept them. I have done some research on social media and other people are also experiencing the same problems. I have tried customer service so many times, and nothing changes.

  Business response

  09/24/2024

  Hello ********, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Coupon codes often come with exclusions, such as being valid only for certain items or styles. If a code isn't working, it might not apply to the items in your cart, or it may have been entered incorrectly. You can usually find more details or exclusions once you apply the code in your cart. Most codes also can't be combined with other offers.

  Thank you, 

  Crocs 

  Customer response

  09/24/2024

   
  Complaint: 22327668
  
  I am rejecting this response because:

  When the codes don't work for a single item on your website or app, it's the code, not that there are excluded items in the cart. It's frustrating when I keep getting told it's something I'm doing, when it's clearly something wrong on your end. I'm not the only one this has happened too either. This had been an issue a while ago, probably earlier this year as well, but then coupon codes were working just fine for a while. Suddenly this weekend, I notice the same thing seems to be happening again.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  09/23/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  September 9, 2024, I placed an order for a kids classic clog and order should have been shipped within 1-2 business day, order never shipped was lost in transit. I called today at 12pm and was offered the option for a refund or a reshipment. I advised a refund as I did not want to wait another 7-+0 business days for an item I could get locally. I then received and email that my reshipment was placed but they could not provide tracking and to expect in 10 days. I then called at 8pm and asked for a supervisor which was denied several times auntie after 27 minutes and they then said they would have to pull the call before offering a refund.

  Business response

  09/24/2024

  Hello Myleeka, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the experience you had. We've reviewed your case and issued a full refund for the order in question. If you have any further concerns, please don't hesitate to reach out.

  Thank you,

  Crocs 

  Customer response

  09/24/2024

   
  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

  09/19/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I placed an order on July 16th and it ended up getting lost in transit. We needed the order for a birthday party so we just reordered it and it came in a timely manner. When I called about the order and was told it was lost in transit, they said they would issue a refund for the first order since we never got it. I called back about 10 days later and was told again the refund had been processed but it could take ***** business days. I again waited for the time frame and chatted with someone online and was told the same time frame again. It has now been two months since I was first told to expect a refund and I still have not received it.I also emailed the company on September 6th and she had my first order mixed up with the second order and said I had recevied it. I have emailed them twice since then and have not got a response. The order was placed under the email ************************** and the shipping address is **************************************************.

  Business response

  09/19/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We apologize for the inconvenience caused. We went ahead and issued a full refund for the first order that was lost. Please find the refund letter attached. 

  Thank you, 

  Crocs 

  Customer response

  09/19/2024

   
  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

  09/18/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered two pair of Crocs from ************************. They ended up being defective and I wanted a replacement for both pairs. This fell within their 90 day return policy. I opened a ticket about it and they send me ONE pair as a replacement, but not both of them, so I had to go back to their chat and its been impossible to get anything done since then. I have been disconnected from chat multiple times. I have screenshots during my conversation with them, that they ended the chat halfway through my conversation while nothing was ever settled. They failed to read what I was writing and they lied to me multiple times saying my order was for one pair of Crocs when I have screenshots proving it was two pair. They have no respect for their customers. I have purchased from them in the past but they obviously don't care about keeping their customers happy. The customer service representative named "Cherry" ended our chat without resolving anything. I was mid sentence when she stopped the chat and told me to "have a nice day." That was my third time today trying to contact someone that could actually help me. The other times they just left me waiting on the chat until I gave up (10+ minutes). So I felt I had no choice but to reach out to BBB again - my husbands already filled a complaint with no response.50673572CUS order #******** case #

  Business response

  09/19/2024

  Hello ******, 

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. Upon reviewing your case, we see that a replacement was processed for one of the pairs under order #******** (style 209642-90H-M8W10). Unfortunately, the second pair is currently out of stock, so we have issued a full refund for that item. Please find the refund confirmation letter attached for your records. 

  Thank you, 

  Crocs 

   

*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. ↩