Business Profile

Wholesale Shoes

ECCO USA Inc.

Headquarters

This business is NOT BBB Accredited.

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Complaints

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

Customer Complaints Summary

49 total complaints in the last 3 years.
21 complaints closed in the last 12 months.

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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.

Initial Complaint
Date:02/19/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
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.
Bought ECCO shoes in ********* Oct 28, 2023. Contacted ECCO on Mar 15, 2024 about soles separating from right shoe, opened warranty claim. March 20, 2024, Shipped shoes to ECCO. They said 4-6 weeks to review claim. June 20, 2024, Contacted via email since hadnt heard. June 28, email from **** saying warranty approved, that I will receive email confirmation 2-4 days regarding claim.July 13 & July 22, contacted ECCO since hadnt received confirmation code to replace shoes Jan 9, 2025, they now claim they sent me a confirmation code and will not resend
Business Response
Date: 02/21/2025
Below is a copy of an email sent to ************************************ on Jan 10, 2025, filed under Case Number 00681716:
*********,

The code issued to you in June and July has since expired. As a one-time courtesy today, we can issue a new code. This code will expire on 12/31/2025 and cannot be extended again.

Claim #********

Your Redemption Coupon Code is:   NUP-LV3YZJ6Q

Thank you for choosing ECCO shoes!

Your shoes have been inspected by our quality control department, and it has been determined they are covered under our warranty program.  You may make a selection for your replacement shoes online at *********** using the ECCO Redemption Coupon Code provided above.

Your ECCO code is valid through December 31, 2025. The code will enable you to select one pair of shoes with a value of up to $190.00 from our website at ***********. Enter the code in your Shopping Cart or Billing Page of Checkout. Be sure to hit Apply to activate. If the shoes you select have a price that is higher than $190.00, enter your Credit Card or ****** information after entering the code.

Terms of Use:
This Coupon Code is not valid at any retail stores (Including ECCO stores)
This Coupon Code is valid for (1) product, not to exceed $190.00
Any unused amount is null and void
Standard shipping only
ECCO reserves the right to cancel the Coupon Code at any time for any reason
Items cannot be returned for credit
This Coupon Code is invalid if sold or otherwise transferred
This Coupon Code cannot be replaced if lost or stolen
Limit one Coupon Code per order
This Coupon Code cannot be used to obtain items for resale
The terms and conditions at ************************** at the time of purchase will apply
This discount cannot be combined with any other offer/discount or Loyalty benefits
Some exclusions may apply at time of purchase
Coupon Code expires 12/31/2025 and cannot be extended again
Customer Answer
Date: 02/21/2025

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:01/30/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
My wife introduced me to **** shoes years ago at ********* department store. Ive been wearing their shoes almost exclusively ever since as they are so comfortable. I discovered their Seawalker model and when I found them comfortable and stylish enough to wear to work I bought a few pair in various colors. Ive since had issues with the soles disintegrating, even on shoes that had not been worn and were kept in an air conditioned closet. One of the early failures was replaced by **** with an explanation that this was a rare event. I recently found my remaining shoes all have their soles falling apart. Searching the web, it seems like this is a common problem with Ecco shoes. I reported the recent failures to **** and they replied that because the shoes were old, even if not worn, they were out of warranty and so only offered 20% off on a replacement shoe. It also seems they recently changed their warranty to only one year. Changing the warranty after the fact seems a questionable policy. And why would anyone buy $200 plus shoes with an expected life of only one year??Ive also worn their hiking boots and they hold up well, wearing out after years of use. I seems this problem is isolated to just some Ecco models.
Customer Answer
Date: 02/03/2025
At the time of the purchase **** did not have a one year warranty. They seem to have implemented that quite recently. At the time of the purchase it was unlimited on workmanship and materials.
Business Response
Date: 02/10/2025
The Men's Seawalker shoes you are referring to for warranty are from the *********************************************** 2015. They are ***** years old and they have not been available in the **** line since. Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered. For the inconvenience, the 20% discount was offered and can be applied towards a new pair of shoes to replace the ones you are having a problem with. I apologize, but this is the most we can offer for a pair of shoes this old.
Kind Regards,
**** Customer Service
Customer Answer
Date: 02/10/2025

Complaint: 22875638

I do not accept the business's response as a resolution to my complaint because: You can't retroactively change your warranty policy after someone buys an item. You know that these shoes were defective and acknowledged this by offering the "hydrolysis" explanation. I have boots shoes that are forty years old that haven't just disintegrated. If I wear something out, that's fine, but an unused item like shoes should fail sitting in an air conditioned closet. Especially a $200 plus dollar pair of shoes. It's nice that you give current buyers warning that their shoes may only last one year, but there was no such warning when I bought these shoes.
Sincerely,

***** *******
Business Response
Date: 02/12/2025
Again, I am very sorry, but the policy has been updated and the shoes are no longer covered. We are offering the 20% discount as a courtesy, but I would be happy to offer a 50% discount towards one full priced item. If you would like to take advantage of this offer, please let me know and I will share the discount code with you.
Kind **************************************** Supervisor
Customer Answer
Date: 02/14/2025

Complaint: 22875638

I do not accept the business's response as a resolution to my complaint because: Clearly the failure of these shoes was due to defective material in the soles. I have other shoes (other manufacturer) 30 years old that are still just fine. As I got virtually no use from these $200 shoes I would like them replaced or repaired.

Sincerely,

***** *******
Business Response
Date: 02/24/2025
The Men's Seawalker shoes you are referring to for warranty are from the 2010 line and were last offered through **** in 2015. They are ***** years old and they have not been available in the **** line since. Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer covered. For the inconvenience, the 20% discount was offered and can be applied towards a new pair of shoes to replace the ones you are having a problem with. I apologize, but this is the most we can offer for a pair of shoes this old.
Kind Regards,
**** Customer Service
Customer Answer
Date: 02/24/2025

Complaint: 22875638

I do not accept the business's response as a resolution to my complaint because: 20% off on a $200 pair of shoes that may only last for one year is certainly poor compensation for shoes that were never worn but just fell apart. You can see from the attached picture the shoes are like new except for the disintegrated soles.
Initial Complaint
Date:01/27/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
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.
ECCO Order US000066389 placed on 12/1/2024 at 10:57PM CST (email confirmation).ECCO Order US000068144 placed on 12/1/2024 at 11:53PM CST (email confirmation).Email sent to ********************* on 12/2/2024 at ****** CST because the 20% discount was NOT applied to Order US00068144).********* from ********************* responded to my email regarding the missing discount on 12/3/2024 at 11:50 AM CST informing me that the credit will be applied "after the order has shipped out. Contacted ECCO Chat support (Sayde) about the extended Holiday returns on 1/27/2025, and was informed that there is no extended Holiday return. Provided feedback informing Sayde that I still had the snapshot showing the extended return window and was asked to email to Customer ************* sent to Customer Service.Requested information about the missing discount, and was told by Sayde that the discount could not be applied.Informed Sayde about the email received from *********, then was told that the discount wasn't applied because of the timestamp on the order (after midnight). Although the timestamps on the orders was before midnight.I am a longtime customer of ECCO (At least 15 pairs purchased within the last year (Online and In-Store)...Just place another order on 1/26/2025 at 5:47 PM CST) and am very concerned and dissatisfied about the recent events.The Chat experience with Sayde was horrendous!!!
Business Response
Date: 01/28/2025
Hello *******,
I have reviewed this case and all correspondence with the customer service team regarding an order placed where the extra 20% was not applied. All promotions run on EST, so if this order was placed before midnight on CST, the order would have been too late and the promotion should not have been honored. During the holidays when deeper than normal discounts are offered, the discounts are not honored when they are missed. I have spoken with both ********* and Sayde to discuss the company policy and prevent this from happening in the future. Seeing that ********* agreed to the price matching, Sayde was able to provide the adjustment as of yesterday in the amount of $87.28. With regards to this refund, normally it is present back on the account in 2-3 business days, but we can see the order was finalized with Klarna, we are unsure of their policy.
Kind **************************************** Supervisor
Initial Complaint
Date:01/06/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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
Date:01/05/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 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
Date: 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
Date:12/18/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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
Date:12/09/2024
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
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.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:11/19/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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 Answer
Date: 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
Date: 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
Date:11/11/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
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 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 Answer
Date: 11/14/2024
Hello, the full name is *** ********.
Thank you.
Business Response
Date: 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 Answer
Date: 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
Date: 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
Date:11/04/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
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.
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
Date: 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

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ECCO USA Inc. is NOT a BBB Accredited Business.