ComplaintsforECCO USA Inc.

• Initial Complaint

  06/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  About four years ago, I returned one of two pair of $140 leather women sandals because the sole had disintegrated and when I spoke to the customer representative, they said this problem does not occur on all of the shoes and recommended that I keep the other pair and not return them. I just began wearing the second pair and the sole fell apart just as with the first pair echo but this time the soul fell apart on the very first wearing. I contacted echo by email and they sent me a label to ship in to their warranty department the defective pair. I then sent them the defective pair and have proof of delivery. That was almost 2 months ago and I have heard nothing from them and they do not answer their customer service phone line, so I cannot determine what has become of my request for a credit to replace the defective sandals. Can you assist? Thank you kindly.

  Business response

  06/27/2024

  Dear *************************,

  I am sorry for the delays in regards to your warranty claim.

  We have reached out through our previous e-mail communication with you with a request for further details so we can expedite the claim and provide you with your voucher code.

  Best Regards

  ****

  ECCO Customer Service

• Initial Complaint

  05/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I have been buying Ecco *************** golf shoes for the last 25 years and always have multiple pairs. Recently a pair I purchased in June of 2020 are now leaking.This is the first time this has ever happened. I contacted Ecco warranty and they said *************** warranty is only good for one year but their website states: ****-TEX guaranteed to be waterproof for the lifespan of the product . THEY NOW REFUSE TO HONOR THIS even though the website explicitly states lifespan *************** warranty. This is DECEPTIVE ADVERTISING.Foot-joy, ******* Skechers etc high end shoes have two year warranty and cost less.I am very disappointed that **** refuses to honor their printed warranty. They have lost a 25 year golf shoe customer and the warranty customer service at Ecco couldnt care less.

  Business response

  05/21/2024

  Hello, thank you for reaching out to ECCO. Our ****-Tex warranty period is 3 years from date of purchase. As a one-time courtesy, we are waiving this requirement on this pair of shoes.  Please cut the complete tongues off both shoes and send us a picture once they have been cut next to our email showing todays date. Once we confirm that the shoes have been destroyed, we will send the information to our warranty team. We will then send you a coupon voucher via email that can be used on our site, us.ecco.com.

  Customer response

  05/22/2024

  As per Ecco USA response I have attached a picture of the shoes with the tongue cut out.

  Customer response

  05/22/2024

  Here is the shoe photo as per Ecco request. Let me know if you get it this time. Thanks for your help.

  Customer response

  05/22/2024

  ********, I sent the picture to your email address like you suggested. I am sorry, to be a pain in **** and make it more difficult to get this resolved because the sent picture is not cooperating. Thanks for your help.

  Business response

  05/23/2024

  Thank you for removing the tongues from the shoes. We are forwarding this claim request to our warranty department, and ECCO will email you a warranty voucher code worth $190 to ******************* in a separate email. Please allow ***** hours for the separate email to arrive to you inbox. If you do not see it in your inbox, please check your spam/junk folders.

  Customer response

  05/25/2024

   
  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

  05/01/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My husband has about 12 pair of Ecco shoes so he really enjoys wearing them. But this is the second pair of leather lace *** with rubber soles that have deteriorated! The soles just crumble. Wanting to know if Ecco stands behind your product? The shoes with the problem are approximately 8 years old and cost approximately $110.00. Thank you, *************************

  Business response

  05/02/2024

  We are very sorry to hear this has happened to your ECCO shoes.   Our ECCO 1 **** limited warranty has changed as of 01/01/2024 and anything purchased that is over 1 year is no longer covered.   We are very sorry for any inconvenience.

  Kind Regards,
  ***
  ECCO Customer Service

• Initial Complaint

  04/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 23, 2024, I purchased 5 pairs of shoes from ECCO US. I decided to return 2 pairs and sent them via **** at my expense on April 15, using the pre-printed return label that ECCO had enclosed with the shoes. Yesterday, April 23, the boxes came back to me with "return to sender DC closed down" written across the label. HUH? Now, not only haven't I received a credit for the return of the shoes, I had to pay to ship them back to an apparently non-functioning address that ECCO provided to me. I don't want the shoes, I want the money back that I spent on them and I also want reimbursement for the shipping costs I incurred, plus a pre-paid label to send them back again. And, to not have ****'s original shipping charge to me deducted from my reimbursement. BTW, when did ECCO stop offering free return shipping and started deducting shipping costs from return reimbursement? I've shopped with ECCO for decades and this is a brand new one. ECCO used to have great customer service. No longer.

  Business response

  04/25/2024

  We have closed our warehouse and switched to a 3PL facility located in ****, IN.   I can see there was a case where you had reached out regarding this issue and I have instructed the representative to issue a prepaid return label to have the items shipped back at no charge to you.  

  Kind Regards,
  ***
  ECCO Customer Service

• Initial Complaint

  04/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought white sneakers ecco soft city 7 From Amazon, Using it but raining day turn all thing bad Color fade both pairs 2 different white, not the same Waiting couple day never fix

  Business response

  04/10/2024

  We are very sorry to hear this happened to the shoes you purchased.   With regards to all new shoes, we always recommend treating the shoes with a water-based water protectant spray as any elements the shoes come into contact with can cause potential issues.   This is not something covered under the **** limited warranty and we would suggest reaching out to Amazon as they were purchased through the Amazon site.

  Kind Regards,
  Tim 
  **** Customer Service
  

  Customer response

  04/10/2024

   
  Complaint: 21545882
  
  I do not accept the business's response as a resolution to my complaint because: 

  The shoes made to wear in dry condition only?

  And where's your directions on the shoes,  

  we are in *** , drove all day , if some drizzle come in my shoes make this , thats meant your shoes faulty to be a normal shoes,  

  amazon past the return time , 

  i dont know if this chemical go through  to my skin,  not sure i will investigate that with my doctor,  i belive you shouldn't be in *** , trouble customer service,  faulty products 

  i am not accepting your hassle. 

  i need replacement. 
  
  Sincerely,
  
  ***********************

  Business response

  04/11/2024

  You are more than welcome to submit a warranty claim through the website, this was stated in our correspondence through the us.ecco.com website (please see attached screenshot).  It will inevitably be up to our warranty department to either approve or deny your claim.   When you submit the claim, you will also need to include proof of purchase, a copy of the receipt issued through Amazon.com.   The shoes were purchased through an authorized retailer, but we do not offer to replace/exchange items ordered from them.   

  
  Kind Regards,
  ***
  ECCO Customer Service

  Business response

  04/11/2024

  I am very sorry as I forgot the attachment.

  
  Kind Regards,
  ***
  ECCO Customer Service
  

  Customer response

  04/12/2024

   
  Complaint: 21545882
  
  I do not accept the business's response as a resolution to my complaint 

  You also  forgot to attach my response to *** as well , what a hassle. 

  My response is :

  amazon will not return it because more than 30 days , they ask me to contact tge manufacturer. It's manufacturer defective shoes.

  It's in my review in amazon as well.

  A shoe has  to  be wear in practice bag while I have it on. WHAT IS THAT!

  what is that are yyou really try to have a customer in *** !!

  $160 shoes can't hold the color for 2 months. 

   

  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  In February, after the soles of my ECCO oxfords inexplicably disintegrated, I did some research and found that some models have suffered from hydrolysis--premature disintegration of the polyurethane. I also found many kind notes online from ECCO customer service replying to ********************** complaints about the exact same problem I had with this and another pair of ECCO shoes. So I wrote a complete letter of explanation, boxed up what remained of the shoes and shipped them to ECCO. The company sent them back to me with a form letter saying they do not satisfy the terms of its warranty. I was very disappointed to receive this treatment as a customer. **** spent money shipping me unusable shoes that fell apart many years before their time with no compensation or word of explanation. ECCO should take responsibility for a defective product that had very little wear and would have lasted for many years to come were it not for the bad rubber. The letter the company sent me was addressed to "Valued Customer." I have been a loyal and frequent ECCO customer for years, but at this point I do not feel valued.ECCO should offer me the same compensation the company offered many other customers in my situation for my two pairs of shoes for which I paid a lot of money and received well short of full enjoyment.

  Business response

  04/02/2024

  The Men's Business Comfort shoes (item 035624-00101, size 42) sent in for warranty are pretty close to 16/17 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 be covered.   When the shoes were brand new, the items original suggested retail for them was approximately $110.00.   We are very sorry, but the most that can be offered for shoes this old would be a 20% discount code off of a new pair of **** shoes.

  Kind Regards,

  ***

  **** Customer Service

  Customer response

  04/02/2024

   
  Complaint: 21517488
  
  I do not accept the business's response as a resolution to my complaint. *** writes that the shoes (item 035624-00101) are at least ***** years old, which is false. I bought them just before the pandemic at an ECCO outlet store in ********, ********** and barely wore them during the pandemic for obvious reasons. I'm sorry to hear the return policy changed as of January 1st. It seems unfair that if I had pulled out these shoes out of my closet and discovered they were defective in December, rather than February, they would have been covered. But in any case, I don't appreciate the suggestion that I misrepresented when I bought the shoes. And I see that the same shoes are still available widely across the Internet, including here on Zappos:

  *********************************************************************************************************************************************************&utm_term=_o_52463986&utm_content=_g_143774771221_w_pla-1966459745443_l_Cj0KCQjw2a6wBhCVARIsABPeH1uNW2ATxH0YqA0SCqITiM4-EkOrOxBjV4TjekqlkvmARWvSgYZAs_caAhzoEALw_wcB&gclid=Cj0KCQjw2a6wBhCVARIsABPeH1uNW2ATxH0YqA0SCqITiM4-EkOrOxBjV4TjekqlkvmARWvSgYZAs_caAhzoEALw_wcB

  It's possible customer service mistook my shoes for a different model. I bought them in late 2019. 

  I appreciate the offer of a discount on another pair, but feel a more generous discount would be appropriate under these circumstances.

  Sincerely,

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

  Business response

  04/03/2024

  The 20% discount is the most that we can offer for the item that was returned and denied.   The style number was in the shoes, our warranty team is able to identify with this.  The shoes displayed in the link provided in your reply are the Mens ******** 2.0 which are a much newer item.  If you change your mind, I would be more than happy to provide the discount.
  
  Kind ****************************************

  Customer response

  04/04/2024

   
  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.

  I still am puzzled by the dating you indicated on the shoes, as I bought them nowhere near 16 years ago. As I said, I bought them in 2019. Maybe ECCO outlets stocked old-model shoes? I don't know. 

  I am disappointed in ECCO's response, but it seems there is no budging beyond the 20%-off coupon, so I will accept that.

  Thank you for responding to my inquiry.

  Sincerely,
  
  ***********************

• Initial Complaint

  03/19/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased three paits of Ecco golf shoes from carls golfland in **************** **.probably the fall before ***** hit but it could have been after covid but i hsd a hip replaced and didnt play golf for an entire season 2 years ago. I have three pairs of ecco gokf shoes i bought or receuved as gifts at least 15 years ago and they are still perfect but these last three pairs all had the soles either completely fall off the shoes or the ine remining pair the sole is starting to disintergrate. These shoes were not abused in any manner and were never worn in wet weather. I contacted Ecco only after this last incidence because i had enough of this poor quality. These are not inexpensive shoes. I have many pairs og golf shoes and mi golf season is limited due to westher so its not that i wore eccos every time i played Ecco reverted thst their warranty is one year. I pointed out the article on line concerning the complaints about the soles disinteregrating in which ecco customer service advised to contact them with any complaints despite the one year warranty. Ecco customer service reverted again stating their warranty us ine year. They do not stand behind their product even knowing full well their shoes have an inherent flaw. My contention is if yiouwant to sell at least charge for ********** over $120 a pair on sale. Horrible customer service. They make it iobvious they just dont care . I have my emsil rxchsnges if you need them. Teo pairs were thrown in the trash at the golf course. I had to duct tape the sole to my shoe while playing with **** colleagues. Imsgine the embarrassment. The other pair was thrown out when one **** came completeky off and i had to run to my car to get my running shoes on to finish the round. I just want them to give me a pair to replace the ones that felt apart last week. The entire sole flaps when i walk. My friend i wss playing with said what is that noise when you walk? My third pair falling apart!

  Business response

  03/19/2024

  Good Afternoon, 

  Our Warranty Program was updated in January of 2024 to accept warranty claims of shoes that were purchased within the last year.  Unfortunately, your shoes are outside of our warranty timeframe, and we are unable to accept your claim.  On March 14th, one of our **************** associates sent you a 20% off promotional code as a courtesy.  This code can be used on us.ecco.com towards a replacement pair of shoes.

   

  Best Regards, 

  *******

  **************** 

• Initial Complaint

  03/06/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Purchase 2 pairs of shoes on their we site with 2 separate transactions. 1st pair showed up in 4 days, but were all scuffed up and appear to be used shoes. 2nd pair has yet to arrive and with no ETA 11 days later. Emailed customer service and they have provided zero response or acknowledgment. No phone number to call.

  Business response

  03/06/2024

  We are very for the delay in responding to your email, but I can see there was a reply sent today.   A prepaid return label was issued for the pair received in less than perfect condition and the tracking was sent on the additional item.  Please be sure to check your email for an update.

  Kind Regards,

  ECCO Customer Service

• Initial Complaint

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  We were having an issue with ECCO shoes. Once I filed a complaint with the BBB the company reached out and offered us a credit for a new pair of shoes valued at up to $190 or the option of a several discount coupons. We chose the credit for the new pair of shoes. I never received the code for the credit and they have stopped replying to my emails. I just want the credit they promised us in the attached email thread. I have reached out repeatedly with no response from ECCO.

  Business response

  03/07/2024

  We are very sorry the email with the code was not received.   We forwarded the code w/conditions today in the original case ********.  Thank you for your patience.

  Kind Regards

  ECCO Customer Service

  Customer response

  03/08/2024

   
  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

  03/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought these shoes from the official ECCO.US website for almost $80 about 10 days ago. They have obvious signs of use; the surface of the shoes is dirty, and the shoebox is damaged. When I contacted customer service, they replied that I would have to bear the shipping cost for returning them. I've already spent money, hoping to purchase a satisfactory product. However, the current situation is that the product is dirty, and I'll have to pay to return it. I hope the company takes this matter seriously and sincerely resolves it by providing a prepaid shipping label.

  Business response

  03/06/2024

  We are very sorry the shoes were received in the condition they were.  From the photos shared in case ******51, the box shows signs of damage and we can see there are imperfection in the shoes.   We will have UPS forward a prepaid return label to ship the shoes back for a refund.  

  Kind Regards,
  ECCO Customer Service

*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. ↩