ComplaintsforECCO USA Inc.
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Complaint Details
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Initial Complaint
12/04/2023
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
My order number is *******360. I have contacted ECCO by email, but there response is just to tell me my tracking number, which is obviously. And there is no phone number or online chat for me to get a quick response. The item has been assigned ***** tracking number **********87, but there was no update before "label created." I asked ****** and it told me they still hadn't received the package from your warehouse yet.So it's a fake shipment, and my item was not shipped truely. My order was placed on November 25th, and the label was created on November 27th. It has been 5 business days. As the FAQs on the ECCO website say,Your order will leave our warehouse within 72 business hours of receipt."So it was definitely a big delay. I know it is much busier because of Black Friday, but the other two shoes have been shipped out since November 28th. I was supposed to receive all the items in my order at once. So please speed up and give me a response rapidly. If the item is out of stock, please refund it immediately. If they are available to be shipped, please give them to ***** immediately. And I want to stress that I really need it badly before my departure time on December 18th. So if you are not able to ship it from the warehouse before December 6th, please refund it due to your breach of contract and fake shipment.Initial Complaint
11/16/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought a pair of Ecco rubber soled shoes. On the first wearing the soles disintegrated. This, I now find out, is a common problem with these shoes but Ecco does not offer repairs. (I bought these shoes because a similar pair that I bought over 15 years ago were of great quality and lasted until I completely wore them out. The current problem seems to be with the more recent model.)Initial Complaint
11/06/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I contacted ECCO re my shoes that were a gift from my daughters. The heels fell apart the first and only time I wore them. I was told they were covered under the warranty and to mail them in. Today I received an email saying “here’s your $100 credit”. What a slap in the face! The company knows this is a known problem yet keeps selling these shoes. I can’t believe there isn’t a class action suit yet. You can see these shoes are brand new.Business response
11/08/2023
Dear ******,
The shoes that were returned to us were the Women's Rise Slip On shoes from the ECCO 2011 line. When the shoes were brand new, the suggest retail value for them was $140.00, approximately 12 years ago. When discontinued shoes are approved for warranty, the last selling price for them is usually offer, this would have been around $59.99 and we do not have a code lower than the $100.00 voucher issued. We are very sorry, but this is the most that we can offer on a pair of shoes 12-13 years old.
Kind Regards,
***
ECCO Customer Service
Business response
11/16/2023
To Whom It May Concern,
As already explained to the customer, the shoes returned for warranty consideration are approximately 12-13 years old. If the item was purchased within year, it is suggested to send a copy of the receipt along with the shoes. We have viewed the items available on our website, these are no longer available and she may have been searching the internet which may show some older offerings of the item. The $100.00 redemption code is a fair offering for a 12-13 year old pair of shoes that have failed and this is the most that we can offer. If you have any questions or need additional information, please do not hesitate to reach out.
Kind Regards,
***
ECCO Customer Service SupervisorCustomer response
11/20/2023
Complaint: ********
I do not accept the business's response as a resolution to my complaint because: I have provided proof that these shoes were a gift and new. This shows how the business treats not just their clients, but their MILITARY clients. This is exactly why ECCO has a D- rating on BBB. I will make sure that every military base is aware of how this company operates and ECCO shoes are never sold at the Base Exchange....or removed.
Sincerely,
****** ** ***Initial Complaint
09/27/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I was at our Twmple for Yom Kippur and they feel apart?Business response
10/25/2023
Dear **** *****,
Thank you for your email and choosing Ecco! We are sorry to hear you are experiencing some issues with your shoes. The good news is that you may be eligible to receive some compensation towards another pair of shoes through our warranty program. To open a claim with us, please click here: ****************************************************************. Be sure to follow the instructions and use your prepaid shipping label provided at the end of the process to send your shoes back to us for our warranty department to review. Please kindly note that this process for inspection could take up to 6-8 weeks. If your shoes are deemed defective you will not receive them back. We will send you an online coupon voucher to use towards another pair of shoes at ***********.
If you have any further questions, please reach out via email at [email protected] or via our chat option on the *********** website.Kind Regards,
ECCO Customer Service
Initial Complaint
07/05/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Purchased shoes and less than a month shoes were coming apart. I purchased all of the treatment and polish for an extra $20. Call store back and they said sometimes these things happen. They don’t warranty worn shoes. Shows were worn 3 timesInitial Complaint
06/21/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of Ecco BIOM 2.1 COUNTRY W LOW on 18 May 2022 at the Ecco Sore in the San Francisco Centre in Market Street What a disappointment as a year later the shoes are falling apart, sole of the shoes is separating and the material of the shoe is unravelling. I certainly do not expect that from an Ecco shoe. I don't have the same problem with Adidas or Nike. This is the first time I have purchased EccoInitial Complaint
04/17/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Ecco high track ll become brittle and start feeling unstable . Then you look on sole and they have disintegrated. Love them 8 pairs in 3 years please replace in men's size 44 or send a voucher Regards ****** ********Initial Complaint
04/10/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought my ECCO Helsinki slip on size 41 men from ECCO outlet Camarillo store. I wore this pair of shoes like 4 times and left it for sometime then I wore it on 4/9/2023 to attend Easter Sunday at Church to find the shoes soles is coming apart with rubber coming off on the floor as shown in the attached photos. I’m very disappointed to find a bad quality of a reputable brand like ECCO. the photo also shows the top part and inside the shoes still in good condition. Also reading reviews on ECCO’s website and similar complaints about the quality of the soles. I ask ECCO to stand behind their products and either provide a replacement pair or repair the defective soles. Unfortunately I never thought about keeping the receipt of these shoes but lesson learned. I hope to see ECCO stand behind their products and fix a common problem.Initial Complaint
02/13/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
On 2/12/2023, I purchased two pairs of Ecco shoes at **** ***** *** ***** ***** ***** ********* ** *****. They had promotion sales for buy one get the second one 50% off. When I got home, I found that one pair of the shoes are both for right foot, size 35 and 36. I called asked if they can do exchange.A guy whose name is kevin answered and said size 35 is not available in the store. I said can you check see if you have two left side. He insisted none and asked me to return to the store. I live 50 minutes away. A two hours round trip for just returning and you don’t even have the right for exchange? The I said how about send me a return label and order size 35 on line? He then said he could offer a return label and get me refund but a new on line order will be full price and I have to pay $9 for shipping. Seriously?! First, when I checked out, the Ecco employees should have checked the merchandise. Second, we are all human beings who make mistakes sometimes, how about apology first and fix the problem? All I heard was “I am offering you a FREE return label and FULL refund!” Excuse me?! Shouldn’t you anyway? Third, when I asked him to double check in the store, he answered me right away that there are no two left foot ones. How about really check? Four, when I asked for a store manager, Kevin said he was. I didn’t see any effort to help to resolve the problem, at all! Five, finally he said he can offer the on line order half off as the same price I paid in the store but I still have to pay for shipping. He said even if I found out something wrong earlier in the store, since they didn’t have size 35, they have to order on line and I have to pay for shipping anyway. How about I could walk away or choose another pair? How about I wouldn’t even enter that store if I would know their customer service is that bad! Five, I said I will contact customer service. At beginning he refused to tell me his last name then he provided me a number but WRONG. The number was for a car insurance. As a “store manager”, how could you provide a wrong customer service number for your company? It is hard to believe he didn’t give me a wrong number on purpose. I had to call back again to request for a right number.Initial Complaint
11/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I bought the shoes last year payed over 120$ ,not even one year and the shoes got holes on the bottom. I only use them in the morning at my desk because of my back issue. I buy Ecco shoes all my life and I never experience such of thing.
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Customer Complaints Summary
40 total complaints in the last 3 years.
24 complaints closed in the last 12 months.