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Initial Complaint
01/06/2025
Complaint Type:
Service or Repair Issues
Status:
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.
Purchased hiking boots in 25 Jan 2024.Shipped boots to ECCO in Oct 2024 for warranty work (repair stitching)Never received confirmation of receiving boots nor responded to emails.
Business response
01/07/2025
Our system shows the warranty claim was approved and we are very sorry the email update was not sent. We will have the team resent the email today, please watch for an update later today.
Kind Regards,
ECCO Customer Service
Initial Complaint
01/05/2025
Complaint Type:
Product Issues
Status:
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.
I ordered a pair of ECCO Metropole London shoes in size 46 as a Christmas gift for my son. I place the order on Nov 23 to avoid the Christmas rush. At Christmas we found the shoes didnt fit properly and I needed to exchange for a smaller size. The customer service said that I cannot return or exchange as the window for that closes in 30 days from purchase. I contacted them by email twice explaining that its a special circumstance due to Christmas and they just said theyre sorry for the inconvenience. This is a $200 shoes and we cannot use it and it makes absolutely no sense that I waste my money due to a few days difference during a holiday. Its a very bad business practice when they do not accommodate a customer for a very legitimate complaint.
Business response
01/06/2025
We are very sorry to hear the shoes did not work our as a holiday gift. It is clearly stated on the website that all items need to be returned in new/unworn condition and within 30days for a refund to be issued. There was no extension for this window during the 2024 holidays. If you agree to the $10.00 return fee being deducted from your refund, I would be happy to issue a return label for you to ship them back.
Kind Regards,
ECCO Customer Service
Initial Complaint
12/18/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Dear ECCO USA,I am reaching out regarding a fraudulent transaction involving your store. On November 30, someone used stolen information from my ************* international credit card to make an unauthorized purchase through ******, totaling $360. I have no knowledge of the items purchased or the individual who committed this fraud.Unfortunately, my bank requires me to visit a branch in mainland ***** in person to address such matters, but I am currently unable to leave ***************** due to ongoing immigration processing. I attempted to resolve this issue directly with ******, but their customer support has been unhelpful, providing only automated responses or asking me to log in to the fraudster's ****** account, which I obviously do not have access ***** the transaction occurred with your business, I kindly request your assistance in working with ****** to investigate this issue and recover the funds. I would greatly appreciate any help you can provide in resolving this matter. Please let me know if you need additional information from my end.Thank you for your understanding and support.Sincerely,
Business response
12/23/2024
Again, we are very sorry to hear your account was compromised. We can suggest ****** reaches out to us directly and we will provide them with any information needed.
Kind Regards,
ECCO Customer Service
Initial Complaint
12/09/2024
Complaint Type:
Delivery Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
Ordered 2 pair of shoes from ecco us on 11/29/2024. Tracked the shipment thru delivery. When shipment opened only 1 pair in box. No packing slip showing order information. Contacted **** us thru email as no phone number available. Explained problem, Received reply " our system shows both items shipped together weighing 5lbs which is what 2 pair should weigh." We weighed box and it weighs ***** lbs. No where on the box is there any weight mentioned. Have tried contacting customer service at their headquarters, unsuccessfully. Recording said "our customer service team is unavailable by phone, please reach out to ecco *********** or chat. That surely hasn't worked. I have even tried to reach out to ***** to no avail. I just want the other pair of shoes I ordered and paid for or a refund of the pair not shipped to me.
Business response
12/10/2024
We are very sorry the second pair of shoes was not received. I can see an email from you was received on 12/05/2024 and the customer service agent apologized the item was not included with your shipment. A manual refund was issued in the amount of $79.68 yesterday and should appear back on the original form of payment within the next 2-3 business days.
Kind Regards,
ECCO Customer Service
Customer response
12/10/2024
Will accept **** offer when the refund amount shows up on my method of payment which, as of now it hasn't. Also their response to you about email to me on 12/05/24 is incorrect. They did not send me an email with apology and refund offer until 9:06 pm on 12/09/24 which I read a little after 6:30am this morning on 12/10/24. I am still ***** about what this company says it is going to do. I must also say that the BBB of ************* has gone above and beyond my expectations to settle this matter, and for that I am truly thankful for your help.
Business response
12/11/2024
I am sorry for any confusion in the initial response to the complaint. Attached is a file that shows your initial email was received on 12/05/2024 and the final email was sent to you on 12/09/2024. The 12/09 email does offer an apology and states that a refund has been issued for the missing pair. In addition to the correspondence,I have included a screen shot showing the refund being issued in our system and this should only take 2-3 business days to appear back onto the original form of payment.
Kind Regards
ECCO Customer Service
Customer response
12/12/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********. I have received confirmation from my card company that refund has been posted, and find that this resolution is satisfactory to me.

Sincerely,

****** *******
Initial Complaint
11/19/2024
Complaint Type:
Product Issues
Status:
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.
Date of the transaction: November 10, 2024 The amount of money I have paid the business: $122.49 Item purchased: Golf shoes Item name: ECCO Golf BIOM H4 White Item number: *********** The nature of the dispute: **** denying full refund request. Detail: ECCO had falsely advertised the color of the shoes. On its website the picture of the shoes shows white color. However the actual product color is light gray color Here is the link to the product page on **** website. ********************************************************** I have reached out to the ECCO customer service and asked for a full refund. However my request was denied. I have sent the photo of the shoes that I have received, which is not the pure white color that ECCO advertised on its website, but **** customer service responded to my email and told me that to them it looks the same. **** customer service told me that I need to pay $10 fee to return the product. ECCO has deliberately posted the picture of the white shoes that is different color compare to the actual shoes. This is false advertising and misleading the consumers. Simple acknowledgement and full refund would have solved the issue, but instead ECCO customer service denied the difference even after I sent them the photo of the shoes that I have received and the screenshot of the shoes advertised on its website for comparison. This type of ill faith business operation need to be stopped. I want apology from **** and full refund. Thank you Sang
Business response
11/21/2024
We are very sorry to hear that you are not happy with the shoes ordered. The shoes are not a ***** white shoe and this is portrayed in the photos on the website. This has been explained and the customer is more than happy to ship the pair back, but there will be a fee incurred if returned through the **** returns portal. All online returns can be returned in an **** Store or **** Outlet store as long as they are in new/unworn condition and within 30 days from the original purchase date, there is no charge for this.
Kind Regards,
**** Customer Service
Customer response
11/21/2024

Complaint: 22576365

I do not accept the business's response as a resolution to my complaint because:
The two evidence that I had attached in the original complaint shows that the screen capture of the image on the **** website is clearly different from the color of the actual shoes.
Since the seller had misleading product picture, the fault is on the seller and I there should not be a fee for returning the product.
I want full refund.

Sincerely,

Sang *** ***
Business response
11/25/2024
Attached is a prepaid return label to ship the item back for a refund at no charge. Moving forward, there is a fee on all returns, this will not be waived moving forward. If you do not wish to pay, you are more than welcome to return new/unworn items to a local ECCO Retail store or ECCO Outlet store.
Kind Regards,
ECCO Customer Service
Initial Complaint
11/11/2024
Complaint Type:
Product Issues
Status:
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.
I purchased 3 pairs of Ecco shoes about a year ago and the soles on one pair have disintegrated. I shipped the defective shoes to **** warranty claim department and they simply denied the claim. It is shocking to see a premium brand like Ecco, which markets itself on quality and durability, fail to address a major defect in such a short time. This is not a result of wear and tear; it is a fundamental failure in the product materials or manufacturing. A sole disintegrating like this within such a limited timeframe indicates a lack of quality that is unexpected, especially from a brand I trusted for its supposed long-lasting and dependable ************ I am worried about the other 2 pairs of Ecco shoes I have - their days are numbered as well, I suppose.
Customer response
11/14/2024
Hello, the full name is *** ********.
Thank you.
Business response
11/15/2024
The Men's Seattle shoes (item 050334)in the attached photos are from the 2009 or prior and are 15/16 years old and they have not been available in the **** line for many years. Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered. For the inconvenience, we are offering a 20% discount that can be applied towards a new pair of shoes to replace the ones you are having a problem with, but this is the most we can offer for a pair of shoes this old.

Code: NU2-AVZBSGM9

Terms:
- Can be combined with most other coupons/promotions
- Free Standard Shipping included
- Valid on Full Price and Sale Priced shoes
- Valid online at *********** only
- Valid on one item per order
- Some exclusions apply
- Valid through 12/31/2024

Kind Regards,
**** Customer Service

Customer response
11/15/2024

Complaint: 22543272

I do not accept the business's response as a resolution to my complaint because: They are ECCO Men's ******** Apron Toe Slip-On Loafers and still available for purchase at ******, Zappos, Nordstorm and other retailers. If they are from 2009 (and defective) as **** representative says, why are they still being sold? Will **** pull them from the stores?
Stop making excuses and stand by your product.

Sincerely,

*** S
Business response
11/18/2024
When the shoes were processed by our warranty team, the item was entered as a ******** Would you be able to provide a picture of the item number inside this pair of shoes? Also, if the item is more than a year old, they are no longer covered. If you bought them less than a year ago, a receipt/proof of purchase is required.
Kind Regards,
ECCO Customer Service
Initial Complaint
11/04/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Received a coupon code for a previous warranty claim. It will not allow me to place the order for the replacement product. When I contacted ****, they tell me since I previously filed an unrelated chargeback claim (based on legitimate reasons), I am no longer able to order from their site. So I have a warranty redemption code and their site will not accept my order. I tried multiple ways, including having a family member order them for me and it wouldn't work. Their customer service is despicable and they need to be held accountable for this. They have my money and I have no way to redeem my warranty product. Their customer service team has been absolutely horrible and their BBB rating reflects that.
Business response
11/05/2024
I am very sorry to hear that you were experiencing issues trying to place an order on our website. I was working with my team to try and explain why the order would not go through as you had a chargeback on an order from 05/09/2024. It is a business practice that if a chargeback is submitted, we will no longer accept orders from or ship to the address on file for that chargeback. We can also see that order US000009542 was placed by ****** ***** for the item that you were attempting to order. The order is processing in our warehouse and will ship out as soon as complete.
On another note, the item returned for warranty is the same exact item you filed a chargeback for, this should not have been approved Your account has been noted
Kind Regards,
***
ECCO Customer Service
Initial Complaint
09/25/2024
Complaint Type:
Sales and Advertising Issues
Status:
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.
I bought these shoes about a year ago and the soles have disintegrated/unglued. Since this occurred, I have gone to the Ecco store near me (************* in *******, **) and they advised me to contact this complaint website to get an exchange of shoes for the defect. I love Ecco shoes and have about ten pairs. This is disheartening because it has not occurred with any of my other shoes, regardless of the amount of time I've had them.
Business response
09/26/2024
We are very sorry to hear this has happened to your shoes. The item in the photos attached is the Men's BIOM Walk (item ******), these are from the **** 2010/11 line of shoes and have not been in the line for about ***** years. Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered. For the inconvenience, we are offering a 20% discount that can be applied towards a new pair of shoes to replace the ones you are having a problem with, but this is the most we can offer for a pair of shoes this old. If you would like this code, please let us know.
Kind Regards,
**** Customer Service
Initial Complaint
09/19/2024
Complaint Type:
Customer Service Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
It seems that many **** shoe users have experienced the same thing. I have and are owning several pairs of ECCO shoes, but found that some of the soles material were degraded after not wearing them for a while. I didn't expect that I, as a loyal customer for more than 30 years, would encounter such a problem.The soles of almost new shoes are peeling off like dough, and the sole surface is sticky. This is definitely a substandard product.Have contacted **** customer service, but no response after only one reply.
Customer response
09/20/2024
Thank you for your reply. I didn't keep the receipt.
For a while, **** provided an unlimited warranty for defective soles to deal with the problem of manufacturing defects in the soles of Ecco shoes and the numerous complaints that can be found everywhere on the Internet. But this time when I contacted Ecco,
I found that they had closed their telephone customer service and only had email as the only channel.
They only responded once and then stopped responding.
Business response
09/23/2024
Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered. How long have you had the pair of shoes and would you be able to attach a few photos of the shoes? I can see the correspondence between you and the member of Our customer service team. They had shared the warranty policy and you are more than welcome to submit the shoes, but they will be denied if they were purchased more than a year ago.
Kind Regards,
ECCO Customer Service
Customer response
09/25/2024

Complaint: 22309069

I do not accept the business's response as a resolution to my complaint because: [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
Thank you for your reply! I am a fan of ECCO shoes. Whenever I and my family buy shoes, they are basically ECCO. And this brand is also my first choice for giving to relatives and friends during festivals.
In fact, in 2017, I contacted ****'s customer service, Consumer Customer Service Supervisor, ***** ******, based on similar issues. The explanation at that time was that the quality problems of ****'s raw material suppliers caused a large number of complaints about the soles falling off. Once the soles of the shoes have problems during normal wear, they are not subject to the warranty period. It is precisely because of this responsible attitude that, although it really shocked me at the beginning, I still continue to make ECCO shoes the first choice for me and my family, and also share this with relatives and friends. Because this should be common sense, warranty and quality issues are not contradictory.
I didn't know that **** had changed its warranty policy. In fact, this is not a problem for other brands. On the one hand, many consumers, including me, do not have the same expectations for most other brands of shoes as ****. The reason why I am willing to spend more money to buy **** is also based on its quality design, comfort and after-sales service. Also, as a matter of basic common sense, most people dont worry that even much cheaper shoes from other brands will have the soles fall off like dried mud after a year of normal wear.
Sincerely,

Shiyong ****
Business response
09/27/2024
Thank you for the photos of the shoes and the one shoe that I can identify is the Men's Seawalker. The others, I am only seeing the soles of the shoes. The Seawalker has not been in the line since about 2009 and is far past the warranty time frame. The policy has been updated on the site as of 01/01/2024. Seeing the shoes are all outside of the warranty, we can offer a 20% discount per pair that is applicable on the *********** site. If you would like these codes, please let me know and we can send them via email through our system to you. Unfortunately, this is the most that we can offer for shoes of this age.
Kind Regards,
ECCO Customer Service
Customer response
09/30/2024

Complaint: 22309069

I do not accept the business's response as a resolution to my complaint because:
This is a response to a previous claim.:
What is occurring with the soles is called Hydrolysis. Hydrolysis damage occurs when moisture builds up in the thousands of air bubbles found in the polyurethane soles. This has occurred in less than 1% of our shoes and most often occurs with some of the older styles.
If your shoes have this problem, simply submit a warranty claim so the shoes can be sent in for inspection by our ***************** team. Once inspected, if it is hydrolysis, you will receive a redemption coupon code that will enable you to select a replacement pair on-line at **************************.
To submit a Warranty Claim, simply visit *********** . On the bottom navigation, under SERVICES, select Warranty. The Warranty Claim process will be explained in detail. Disregard the one year limited warranty, we do stand behind sole issues.
A Claim Number will be generated and displayed. Be sure to retain this number to track your Warranty Claim. Once complete, print your Prepaid Return Label or E-mail it to yourself to print later. Then, simply package up your shoes, apply this label and drop off at any US ************ An email will be sent once your shoes arrive at ECCO.
If you have any further questions, please call ECCO Customer Service?
I think that clothing, shoes and hats are different from other goods. Warranty should be based on the frequency of use rather than the age. This is why the shoes were sent to **** for inspection. If the shoes were worn normally, or even never worn, they would disintegrate. Does this sound unreasonable? Whether it is an individual or a company, especially a world-renowned company like ****, is it one of the corporate's culture to be so irresponsible?
Ecco previously admitted that the materials it selected were defective and offered some remedial measures, including exchanging old shoes for new ones.
[You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

******* ****
Business response
10/01/2024
As stated in the previous email, the shoes are far too old to be covered under the new ECCO Warranty Policy. Below is the 20% code mentioned in the previous case, but this is all that we can offer for a pair of shoes this old.
Code: NU2-AVRFYXPS
Terms:
- Can be combined with most other coupons/promotions
- Free Standard Shipping included
- Valid on Full Price and Sale Priced shoes
- Valid online at *********** only
- Valid on one item per order
- Some exclusions apply
- Valid through 12/31/2024
Kind Regards,
ECCO Customer Service
Customer response
10/02/2024

Complaint: 22309069

I do not accept the business's response as a resolution to my complaint because:
I don't accept this way of handling.
I don't understand why shoes can break even if they are not worn.
If so, why don't Ecco remind consumers when selling them?
Why did Ecco admit that it was a quality problem of the shoes themselves and was not limited by the purchase time, but then changed the policy and are no longer responsible for the quality defects of Ecco products.
According to the "new policy, if it is not suitable for warranty, the shoes will be returned to the consumer", so please return my shoes, and I think I don't need the coupon issued to me. [You must provide details of why you are not satisfied with this resolution. If you do not enter a reason for your rejection, your complaint will be closed as Answered.]

Sincerely,

******* ****
Business response
10/03/2024
Per your case 00747821 with ********************** I have agreed to approve three pair in your possession as a courtesy for being loyal to the brand. I will review the case today as I can see you have replied and if all the information has been shared for the three shoes, I will process your claims today.
Kind Regards,
ECCO Customer Service
Customer response
10/07/2024

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,

Shiyong ****
Initial Complaint
09/06/2024
Complaint Type:
Product Issues
Status:
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.
On July 16, 2024, I purchased a pair of shoes from ECCO through their website (order number #EC03649284). Earlier this week, I discovered that the two shoes were of different sizes. I ordered size 37, but the shipment contained one shoe in size 37 and the other in size 38. This was a clear mistake on ****'s part.I reported this issue to ****'s customer service recently, but they refused to assist me because the issue was reported beyond their 30-day return/exchange window. However, this was clearly a shipping error on their end, and the delay in reporting is due to the fact that I did not immediately realize the mistake. Despite my efforts to seek a reasonable resolution, they have not offered any assistance to rectify the situation.
Business response
09/09/2024
I am very sorry to hear that the shoes were shipped as mis-mates. The representative you were speaking with in case 00743058 has been instructed to provided a prepaid return label to ship the pair back. Please include a note that the pair was received mis-mated and a refund needs to be issued. If you need a new pair, please place a new order, we unfortunately do not offer exchanges at this time.
Kind Regards,
ECCO Customer Service

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