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Business Profile

Retail Shoes

Crocs, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Crocs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Crocs, Inc. has 10 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Crocs, Inc.

      500 Eldorado Blvd # 5 Broomfield, CO 80021

    • Crocs, Inc.

      2200 Tanger Blvd Ste 730 Washington, PA 15301-7921

    • Crocs, Inc.

      13601 Via Varra Broomfield, CO 80020-9791

    • Crocs Inc

      4325 Glenwood Ave Raleigh, NC 27612-4532

    • Crocs

      125 Premium Outlet Drive Suite 125 Monroe, OH 45050

    Customer Complaints Summary

    • 856 total complaints in the last 3 years.
    • 150 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:05/01/2025

      Type:Service or Repair 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 have been a long-time Crocs customer, I normally wear the clog style. I saw they came out with a new sandal, The Getaway, which I purchased online in my standard clog size. When I tried them on they seemed to fit, but I was sitting down and didnt have pressure applied. I took the tags off and wore them to drop my kids off at school and noticed right away that my foot sinks into the sole a lot because of the cushion. This makes the sandals way too loose and they fall off. I reached out to Crocs and they said because I had worn them, I couldnt exchange them for a size down. I explained to them this was Crocs fault, it should have been recommended on the product listing to size down. I asked to speak to a supervisor and the agent came back and told me I was unable to but she would email me and to please send photos of the shoes and they would forward it to the correct department. Its been 48 hours and I have not heard from them. I sent a follow up email yesterday as well also including how disappointed I was with their customer service, still nothing. I would just really like the sandals in the appropriate size, now knowing that your feet are designed to sink in making the sandals loose. This is not something Ive experienced with the clog style as the sole is very firm. I have two video that show my problem better but they wont attach here. I did send those videos to Crocs.

      Customer Answer

      Date: 05/02/2025

      Hi ******,
      I just wanted to let you know that Crocs has responded and offered to ship me a replacement pair. I appreciate the help. I attached a screenshot with my claim number for reference.
      -Bri ******

    • Initial Complaint

      Date:04/25/2025

      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.
      I purchased a pair of Crocs from an authorized retailer. The shoes arrived defective with all the charms missing and the quality seemed poorer than my other crocs. I was told by a representative at Crocs that they were covered under warranty and would be replaced. I received an email to confirm shipping and it said I would receive the replacement in 5-7 business days. They never arrived and when I called Crocs back to follow-up on my replacement, a representative said that they decided not to send them. I am upset and I would like what I was promised. I have provided receipts and pictures as requested and I was told it was approved.

      Business Response

      Date: 04/25/2025

      Dear *****,

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We do apologize for any inconvenience caused. A member of our team will contact you in 24 hours.

      Kind regards,

      -Crocs

    • Initial Complaint

      Date:04/21/2025

      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.
      I did not receive my order, and the tracking information shows it was not delivered to my address and yet I was not refunded despite reaching out multiple times to get the issue resolved.

      Business Response

      Date: 04/22/2025

      Hello ******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience caused. Upon checking our system, **** confirmed that a dispute has been opened for this transaction. Please allow the dispute process to proceed through the appropriate channels. We will comply with the final outcome as determined by the payment provider.

      Thank you,

      Crocs 

    • Initial Complaint

      Date:04/17/2025

      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.
      I made an online purchase on 03/29/25 order number ********CUS which was received on 04/04/25. When order was received one of the items were the wrong size. So, I drove to the actual store and returned the item and actually made another purchase as well. This return was done on 04/05/25. Still to this day 04/17/25 I have yet to receive my refund for the item I returned. I have called their customer service department 3 times now. First ***** did nothing and hung up after speaking for 20 minutes. Called back asked for a supervisor which was extremely rude and unprofessional said she was going to escalate and would hear something in 24 hours well that never happened. I purchased via afterpay in which a payment was taken on 04/12/25 for an item that was returned to an actual store many days prior. One again I called toady, and nothing has been done they see my return in their system and have not refunded me. I still have 2 scheduled payments for an item I dont have that was returned. Attached I am sending proof of purchase receipt, proof of return receipt from the store and after pay bill schedule with payments deducted and upcoming. I am not sure what else to do and really need help with this issue. I work very hard for my money, and this is something I paid for and return with nothing being done. And the worse so-called customer services I have ever encountered

      Business Response

      Date: 04/17/2025

      Hello Dennysse, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We sincerely apologize for the inconvenience and frustration you've experienced.
      After reviewing everything you've provided, I can confirm that your refund has now been processed. Please allow a few business days for it to reflect on your end, depending on your payment provider.

      Thank you,

      Crocs 

    • Initial Complaint

      Date:04/16/2025

      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.
      I had to return a pair of crocs because it was the wrong size. The website states that crocs will refund the price of shoes plus sales tax. They are refusing to refund me the sales tax. I have tried multiple times to speak with someone and have gotten nowhere. I dont understand how they can keep the sales tax that I paid ? I am still waiting for any kind of refund.

      Business Response

      Date: 04/17/2025

      Hello *******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're sorry for the inconvenience and any confusion regarding your refund. We've processed the refund for the returned pair, including the sales tax. Please allow a few days for the transaction to reflect on your end.

      Thank you,

      Crocs 

    • Initial Complaint

      Date:04/15/2025

      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.
      I placed an order for two pairs of shoes with the company tracking details show that a disruption happened in the shipment and the package wasreturned to sender never reaching final destination. In other words I never received either pair of the shoes weeks later when I reached out to customer I was then notified of what happened because I was never emailed or notified about the incident or what the incident was. I was told I would receive a refund in 14 days 10 days after I received email stating that my return was being processed, which I didnt understand cause I never returned anything since I never received anything. After that, I received an email saying that the refund was but only half the refund was processed stating that I only returned one pair of shoes again never received any shoes tracking information shows that nothingever made it to the house

      Business Response

      Date: 04/16/2025

      Hello ******, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're very sorry for the confusion. The package was marked as returned to sender, and our distribution center only processed one pair. I've now issued a refund for the second pair as wellplease allow a few days for it to reflect on your end.

      Thank you,

      Crocs 

      Customer Answer

      Date: 04/18/2025

       
      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,

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

    • Initial Complaint

      Date:04/14/2025

      Type:Service or Repair 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.
      placed my order on 3/19 received a email 3/21 order was delivered never received my order reached out let them know it was something we need asap was told I had to wait 7 more days on 3/28 reached back out was told I would get a refund in 7-10 days and received a case number. After noticing we where never refunded I reached back out today and was told the person I spoke to could not authorize a refund and it was not the issue of the company that I did not get my order and would nt be refunded I ask to speak to someone else and was placed on hold for 20 mins. Issue was never resolved I was spoken to unprofessionally and disregarded I just want my money back its really sad to see another company taking advantage of people who barely have the money to spend with a company and then to be took advantage of This has been disputed with my bank

      Business Response

      Date: 04/14/2025

      Hello ********, 

      Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the frustration youve experienced. After reviewing your case, a refund has just been processed. Please allow a few days for it to reflect in your account. Thank you for your patience.

      Thank you,

      Crocs

      Customer Answer

      Date: 04/15/2025

       
      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,

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

    • Initial Complaint

      Date:04/04/2025

      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.
      I purchased a pair of Crocs for my son on March 30th 2025 at the Crocs store in *************************. My son wore the Crocs two times. Today on April 3rd 2025 the strap came off of the croc and it cracked down to the bottom of the sole. They are now unusable. I tried to call the Crocs customer service number and they said they cannot help me because I did not purchase the shoes online. They State I need to go back to the store for a return. The store is 1.5 hours away from my home. It is not worth making the trip that far with gas as expensive as it is to get my refund of $53.36. I don't understand why this can't be resolved by customer service and have a new pair of ********************** mailed to my home or a full refund given as the shoes have only been owned for less than a week.

      Business Response

      Date: 04/08/2025

      Dear ********,

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We do apologize for any inconvenience caused. A member of our team will contact you in 24 hours.

      Kind Regards

      Crocs

      Customer Answer

      Date: 04/16/2025

      My case ID number ******** has been resolved satisfactorily. I received a replacement pair of crocs promptly. Thank you so much for your assistance with this matter!! I'm so glad we consumers have the BBB for help when we need it! 
      ******** ******

    • Initial Complaint

      Date:04/03/2025

      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.
      I placed an order on 3/30/25 and selected regular shipping. Ive received no updates regarding the order, and they still have not been shipped as of 4/3/25. **************** was very unhelpful. I plan to file fraud charges with my bank.

      Business Response

      Date: 04/04/2025

      Dear ******,

      Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We do apologize for any inconvenience caused. A member of our team will contact you in 24 hours.

      Kind Regards,

      Crocs

    • Initial Complaint

      Date:04/01/2025

      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.
      I placed an order last night from crocs via tik tok. They had a sale on the adult Echo Ombr Clogs. This morning I received a notification that my order was canceled due to the item being out of stock. The reason Im filing a complaint is because the item is not out of stock. Its currently available on the same Crocs tik tok account I originally purchased from and on the Crocs website. The same color and size, the only difference is now the item is back to full price. I know the real reason why my order was canceled was due to Crocs not wanting to honor the sale they presented. If a mistake was made and the crocs were not on sale Crocs should have honored the amount we paid as that was the amount it showed at the time of checkout. Instead this business was shady and greedy and above all else dishonest. Im sure they will reply with some generic excuse and not resolve this issue but Id like to warn others that this company is not ethical and will s**** over hard working customers to make a few extra dollars.

      Business Response

      Date: 04/02/2025

      Dear *******-

      Thank you for your feedback. Rest assured it was escalated to the appropriate department for a review. Your order was canceled due to the item being out of stock for this promotion at the minute. We do apologize for any inconvenience caused.  As stated in our Policy, Crocs reserves every right to cancel/ fulfill orders. Let us know if you need any further assistance.

      Thank you,

      Crocs

      Customer Answer

      Date: 04/03/2025

       
      Complaint: 23147772

      I am rejecting this response because they did not provide a resolution or take accountability. The item is out of stock means there are no more available to be sold. Out of stock does not mean we do not want to sale the item to you at the price we listed so we are canceling your order so that we may increase the item price. You may have the right to cancel or fulfill an order and I have the right to advise others not to do business with an unethical company. Just because you have the option does not mean its ethical. I hope this complaint will help others to stray away from such business practices.

      Sincerely,

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

    Crocs, Inc. is NOT a BBB Accredited Business.

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