ComplaintsforECCO USA Inc.
Wholesale Shoes
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Complaint Details
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Initial Complaint
10/28/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchase a pair of expensive dress shoes for work from ECCO. The shoes had a known defect from ECCO. The rubber sole disintegrated and fell apart. The shoe would have given me many more years of use if the manufacturer did not make them with a defective sole. The shoes were not abused and were fine to have for many more years of use. The issue was the rubber was defective from ECCO. The offered a $100 towards a new pair of shoes. This amount is not anywhere nearly enough for me to buy the same type of shoe. This is very disappointing considering me and my family own many pairs of ECCO shoes. I have asked them to send me the same type of shoe or a code for a replacement shoe of up to $200 to buy a similar shoe or a coupon for any shoe to replace the defective one. This is not good business to sell a premium product that is defective and to not make it right. I was sold a shoe that was a LEMON with a KNOWN defect. ECCO cheated me by selling me a shoe that was defective and needs to replace the shoes with ones that do not have a defective sole at no expense to myself. Sincerely, **** ****** ************Initial Complaint
10/21/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date: 2022/10/04, time :12:46, store 0001099, reg 101, rcpt 098**** cashier: 6218 . amount: $104.99 + 9 shipping fee. I ordered a pair of shoes in the store, the associate in the store ordered for me from another store. but the shoes I got a defective shoes that I don't want, So I went to the store and tried to return it. but they refused to take the shoes back, only offer exchange, but I don't need a exchange. so they told me to call customer service. I did call but they don't take care of my problem. If the shoes I got is in a good condition I will never return it, but it is not.Initial Complaint
08/25/2022
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a pair of sandals from Ecco's official website on August 13th, 2022, and I received them on August 18th, 2022. The first time I put on was August 20th. It was pouring rain on that day and I was wearing my new sandals but I run back inside immediately. Somehow the color faded and stained my feet. I washed it off my feet after I noticed the yellow color but I still felt a little bit itchy that night. The yellow color got inside of my sandals as well. I was trying to wash it off as well but it will not go away. I was extremally disappointed because I bought more than 10 pairs of Ecco shoes before and things like this never happened. Because the quality of Ecco shoes should be very good. So I contacted Ecco's customer service on Monday, August 22 to get it resolved but it disappointed me again. First of all the customer rep told me to hold for a minute to look for solutions but it was more than 15 minutes waiting time. and the solution he came back to me was to ask me to add leather protection. I was surprised he said the mixed color may be faded away. It's a pair of outdoor sandals and it should be ok to wear on rainy days. I don't know why he said the color will fade away. So I asked to speak with his supervisor. His recommendation was to return the shoes to the defective department. But he said "the return will NOT guarantee a refund". What kind of solution is this? Sending my shoes back to Ecco and not getting my money back? The process could take up to a few weeks. I could be not getting my money back and lost my shoes and wasted my time. This is very unreasonable since it's a pair of summer shoes. The way Ecco treated their loyal customers is very disappointing. I don't think I can be loyal to this brand anymore if I don't get treated as a loyal customer. I request to get my money back or store credit as my desired solution without dealing with very frustrating return process. The company needs to have a better return policy. Period.Initial Complaint
08/25/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Unanswered
I am so disappointed with these Ecco shoes. I am at work and the soles of my shoes started to just fall apart. It's quite embarrassing and it's totally unacceptable. How could this be a thing? It's literally leaving a crumb trail all around the office that I am walking and coworkers started to notice and point it out! I am extremely disappointed ??Customer response
08/27/2022
The shoes fell apart while in use at work. The sole of the shoe started to disintegrate leaving a trail of shoe left behind where ever I would walk around the office. It appears this seems to be an on going issue with this company's manufacturing process.Initial Complaint
12/15/2021
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
On October 15th I filed a warranty claim with Ecco for a pair of "waterproof" Gore-Tex golf shoes less than one year old which were defective and began leaking. These were expensive shoes, backed by a warranty that is actively promoted by Ecco to consumers when purchasing footwear. The footwear was shipped back to Ecco on October 15th using a return label provided by them. Claim 20043584. Despite the description on Ecco's website that warranty claims will be inspected within 5-6 weeks, it has now been over 8 weeks without any action or outcome. I have contacted Ecco's customer service about the status of my claim being overdue and have received no response. If Ecco is going to market their golf footwear to consumers as being backed by a waterproof warranty, they must also properly service warranty claims. A warranty process that is poorly administered has the effect of making the warranty itself meaningless. This has been a bad experience, and I would like resolution in the form of credit to use at an Ecco retail store to cover the full cost of replacement pair of Ecco Gore-Tex waterproof golf shoes.Business response
01/07/2022
Business Response /* (1000, 5, 2021/12/20) */ Dear Ms. ******, Claim Ticket # ******** Your Redemption Coupon Code is:***-******** 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 us.ecco.com using the ECCO Redemption Coupon Code provided above. Your ECCO code is valid through December 31, 2022. The code will enable you to select one pair of shoes with a value of up to $250.00 from our website at us.ecco.com. 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 $250.00, enter your Credit Card or PayPal 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 $250.00 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 eccousa.com 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 12/31/2022 If you have any questions, please call ECCO Customer Service at ************. Thank you ECCO Customer Service ** ***** ***** ***********, NH ***** ***-***-**** Consumer Response /* (2000, 7, 2021/12/21) */ (The consumer indicated he/she ACCEPTED the response from the business.)Initial Complaint
11/12/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
In 10/14/21, bought a pair of black Ecco black booties for $158.99 at Dillards. A week ago I was putting them on and the zipper completely broke. I can't return them to Dillards because I don't have the original box (I was on my bike the day I bought them and couldn't fit box in my basket). I'm so disappointed because the salesperson said Ecco shoes "will last you forever". I would like Ecco to give me a voucher for another pair of shoes of equal value or a full refund.Business response
11/30/2021
Business Response /* (1000, 5, 2021/11/15) */ 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: https://us.ecco.com/service-pages/warranty/warranty-details.html. 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 Ecco.com. If you have any further questions, please call ECCO Customer Service at XXX-XXX-XXXX.Initial Complaint
10/26/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I purchased shoes in Greenwich Village NYC in June 2021 for $150.00 - Ecoo shoe product and wore them for the first time last week. The heel broke off the shoe and the other one was about to break as well. The company said they had a warranty but didn't replace them and they offered a coupon for a 50% discount. I don't want a coupon, I want a refund if they cannot replace the shoes, same price. They do not stand behind the product and they give the consumer misinformation. I never had this problem with an expensive pair of shoes. They do not back the product by replacing same. ***** ****Business response
11/18/2021
Consumer Response /* (2000, 8, 2021/11/17) */ today I received the check from Ecco.We can close the case.You were very helpful in that I was able to tell Ecco Shoe Company that I had reported the damaged shoe problem to BBB.Initial Complaint
09/27/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Ordered products form ECCO online store and got canceling email. But ECCO didn't refund the money for more than one month. No one took phone call, always waiting on the line. Emailed to check refund status but only got automatic email reply without any others. Attached are the canceling email with order information. Please help to solve the problem. Thanks.Business response
11/02/2021
Business Response /* (1000, 8, 2021/10/19) */ *** ***'s paypal account has been refunded for the cancelled order. ECCO USAInitial Complaint
09/17/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a pair of men's shoes about two months ago at a discounted price of $74. Order number **********. I did my first exchange about two months ago, as allowed under company policy. However, when I got my new order, one of the shoes had scratches on it. It was meant to be a gift. So I asked to be exchanged it for the second time for the same price. However, ECCO only issued me a refund. They said because the system won't allow them to do an exchange for a second time, but for one, I called customer service weeks before exchanging it for the second time and that guy said it was okay since it was a quality issue. Two, no one told me that second time exchanges weren't acceptable. So, I am asking that ECCO to provide me with the same pair of shoes at the $74.Business response
10/04/2021
Business Response /* (1000, 5, 2021/09/21) */ Dear Mr ****, thank you for choosing ECCO shoes! It is correct that we cannot exchange 2 times for an order. The system will not allow. You may reorder the one pair for the original price of the shoes. Simply email us the order number and refer to the first order with the sale price and we will apply a credit to your order to match the price. Thank you, MaryInitial Complaint
09/13/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Soles of ECCO shoes disintegrated. ECCO site for warranty claim does not allow you to submit the claim. Leather uppers are in perfect condition. Very infrequently worn. Stored indoors in a dry air conditioned closet, not exposed to high heat or humidity. Soles fell off shoes in black clumps while I was walking- had to hobble home.Business response
09/27/2021
Business Response /* (1000, 5, 2021/09/14) */ Dear Ms. ***********, Thank you for choosing ECCO shoes! I am sorry you were not able to get a pre paid label for your defective shoes. I will send you a pre paid mailer bag to your address by mail to send the defective shoes to us for warranty evaluation. This process will take up to 6 weeks and once the inspection is completed, you will be notified by email as to the determination of the warranty department. Thank you, Mary
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Customer Complaints Summary
40 total complaints in the last 3 years.
24 complaints closed in the last 12 months.