Complaints

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:04/04/2025

  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.

  placed an order on friday 3/21/25 around 10pm.phoned on saturday 3/22/25 midday to CANCEL order ie less than 24 hours later!the off-shore *** was extremely rude and absolutely REFUSED to cancel my order.obviously, the order had not shipped nor was it even packed.i also sent an email on 3/22/25 requesting cancellation, to which an automated message was received. i ***lied to that message yet no one ever responded.the shoes were not shipped until the following week, the order could have easily been cancelled.i want a refund. i sent another email to which someone responded the following week - i requested to speak with a *** in the *** and was completely denied that as well. ******. you off-shore agents are bullies and since this is clearly the type of ***resentation you ****** within your company, i will NEVER EVER purchase HeyDudes {or Crocs} again. awful. this is the automated message that was completely ignored:Dear ********************** **********************,Thanks for reaching out to HEYDUDE ***************** We have received your request and initiated Case ********. One of our support ***s will respond to your email within ***** business hours.If your issue is urgent, please call us ************** - Hours 9am - 9pm EST. We look forward to assisting you!Sincerely,HEYDUDE ****************

  Business Response

  Date: 04/08/2025

  Dear *****,
  

  Thank you for your feedback. Please rest assured that it has been escalated to the appropriate department for review .As noted in our FAQ: Once an order has been placed, it is processed as quickly and carefully as possible, and unfortunately, it cannot be modified or cancelled. If the incorrect model or size was selected, youre welcome to return the item once it arrives. You can find full return instructions here: ******************************************************
  More information about our policies can also be found on our FAQ page.
  We kindly advise setting up a return, and a full refund will be issued once the items are received at our warehouse.
  

  Kind regards,
  

  HeyDude 

  Customer Answer

  Date: 04/09/2025

   
  Complaint: 23148148
  
  I am rejecting this response because:

  How interesting that your off-shore "supervisor" told me the reason I could NOT cancel is because he did not like my reason! Never once did he mention your "policy" or direct me to FAQ, etc. Listen to the call.

  AGAIN, awful customer service. And, as I said, I will NOT ever purchase HD or Crocs again.

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

  Business Response

  Date: 04/11/2025

  Dear *****,
  
  Please be assured that your case has been reviewed in accordance with our policies. As confirmed during checkout, all purchases are made in agreement with the Terms of Use outlined in our FAQ.

  Therefore, we kindly ask that you follow the return process detailed in our FAQ to initiate a return for the order in question. Once the return is received and processed at our warehouse, a full refund will be issued.
  

  We appreciate your understanding and thank you for reaching out.

  Kind Regards

  HeyDude

• Initial Complaint

  Date:03/20/2025

  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.

  I called twice to the customer service. They did not understand the question I was asking and I was refused the opportunity to speak with a supervisor multiple times. I found this concerning seeing how much money I spend on your product.

  Business Response

  Date: 03/21/2025

  Dear *****,
  

  Thank you for your feedback. Rest assured it has been escalated to the appropriate department for review. We do apologize for any inconvenience caused. A member of our team will contact you in 24 hours.
  
  Kind regards,
  HeyDude

• Initial Complaint

  Date:03/04/2025

  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 have purchased many pairs of hey dudes. Recently I purchased a pair of their slippers under order ********. They placed a tag in both heals which makes an otherwise great pair of slippers uncomfortable. They were unwilling to rule this as a defect. They are unwilling to refund my purchase. These were expensive and in my opinion these tags are poorly placed and a defect

  Business Response

  Date: 03/05/2025

  Hi *****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for any inconvenience caused. After reviewing your account and the photos provided, we can confirm that the tag placement on the heels is part of the design, as shown on our website. We understand comfort is important, and if these shoes are not meeting your expectations, you can return them online.

  Thank you, 

  HeyDude 

  Customer Answer

  Date: 03/05/2025

   
  Complaint: 23016952
  
  Thank you for your reply.  I am rejecting this response because this is a design flaw.  The cost of return postage will negate the bulk of the refund I would receive.  Especially as your agents indicated I would not be refunded for my original postage fees.  If you cover the return postage by sending me a return label (due to these being defective) and fully refund me Ill gladly send them back.  This is a design flaw and not an issue with your other products which I own.  I should be fully refunded due to this issue.
  
  Sincerely,
  
  ***** ***

  Business Response

  Date: 03/06/2025

  Hello *****, 

  Thank you for your feedback. The tag placement on the heels is as designed, not defective, and is shown on our website. If the shoes dont meet your expectations, youre welcome to return them according to our policy.

  Thank you,

  HeyDude 

  Customer Answer

  Date: 03/06/2025

   
  Complaint: 23016952
  
  I am rejecting this response because it fails to address that these tags are poorly placed.  They ought to have known this would be an issue in an otherwise awesome slipper.  I am not prepared to loose my original shipping plus incur ***** for return shipping.  It would hardly be worth it.  Especially when this is a design flaw!  Or at least a flaw in the pair I received.  I originally asked for a replacement and this was also denied!
  
  Sincerely,
  
  ***** ***

• Initial Complaint

  Date:01/16/2025

  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.

  12/16/24 I placed an order with Hey Dudes and received notification 2 days later that my order ******** was on its way. The tracking number showed an expected delivery of 12/20/24 once it was received by ****** and the status never changed until I reached out after Christmas to find out where my $220 package was at. I was notified the facility was behind on deliveries and if I didnt receive my package in the next 2 days to contact the seller. I gave it a week and reached out to Hey Dude and before getting a response from them, I received a notification from the carrier that my package had been delivered, but it had not. I have cameras all around the exterior of my house and no packages were ever delivered. Reached out to carrier and they said their investigation shows delivered so I need to contact the seller. Hey Dudes responded during this time to notify me that my package was delivered. I let them know it wasnt and was basically told its not their problem once it leaves their facility and this notice is posted somewhere on their site, so sorry cant do anything for you. Thanks for choosing Hey Dudes. Meanwhile they are fully aware that they are receiving tons of complaints about packages not being received by the carrier they have chosen to do business with. Additionally that carrier has hundreds of complaints on the BBB and the response is the same contact the seller. I understand Hey Dudes policy that they are not responsible when the package leaves their facility, but when you choose a carrier with terrible unreliable service then it is your responsibility when your customer doesnt receive their order! Neither company cares about the customer. Weve purchased at least 15 pairs of Hey Dudes from retail stores but the lack of concern for their customer makes me sick to my stomach that Ive ever made a single purchase and gave them any of my money.

  Business Response

  Date: 01/17/2025

  Hello *******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We sincerely apologize for the experience you've had with your order. As a resolution, we have issued a full refund for your order. You should receive a separate email with the refund confirmation for your reference.

  Thank you, 

  HeyDude

  Customer Answer

  Date: 01/19/2025

   
  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:01/08/2025

  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.

  So I ordered from this company because I thought they were a well-known trusted company. I was ordering Christmas presents for my family and spent nearly $200, so Christmas time comes and there is no package delivered by the date specified so I called and ask why my package was never delivered only to be told that it was lost. So I call and say what can I do and they say they will re-shipped my items if they are in stock which they did, however, the same exact thing happened. My package mysteriously just stopped moving and is apparently lost again, I've noticed a lot of other people have had the same issue and filed complaint so I am here now to file one you would think a company as big as this one would get it together with their shipping facilities and stop taking peoples money, while customers are wondering whether they're gonna get their items or not. I will never ever order from hey dude again.

  Business Response

  Date: 01/09/2025

  Hello *******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We're very sorry for the inconvenience you've experienced with your order. A full refund for your purchase has been issued, and you should have received an email confirmation. 

  Thank you,

  HeyDude 

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22783439
  
  I am rejecting this response because:
  While I appreciate the refund and justly agree I deserve the refund. I have to reject the response bec now I have to tell my family they won't get what I promised to get them. I also am now afraid to ever order from HeyDude shoes again. You shouldn't have to feel that way. 

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

• 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.

  Let me just start off with I wear these shoes religiously I have owned at least 20 pairs. I ordered two pairs this morning and went and bought a pair from the store. I have not received a tracking email and I called customer service. They said that they have no Proof of my order, but the money was taken off of my card. Im so aggravated because this is my FAVORITE company and my FAVORITE shoes. There is legit 3 pair of shoes that I want and its only online. Also another thing is they took more than agreed when I hit confirm.

  Business Response

  Date: 01/07/2025

  Hello April, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Im sorry, it appears that you did not place your order directly with HeyDude through its authorized website - **********************.  The website through which your order was placed is not owned or operated by HeyDude and as such we are unable to provide information on shipping or tracking, nor can we guarantee delivery.

  Thank you,

  HeyDude

• Initial Complaint

  Date:01/06/2025

  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 purchased 2 pairs of shoes in December 1st. I reached out on the 16th to check status because the shop app said it was waiting for *** to pick up the package. They told me via ******** messenger that I had to wait til the 19th for them to process a refund. I reached out on the 19th and no response...again the morning of the 20th...still no response. My order was a gift for my ill son and his dad for christmas and the fact that they won't offer a resolution is absolutely disgusting.

  Business Response

  Date: 01/07/2025

  Hello *********, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the frustration this situation has caused. Upon reviewing our system, we see that a full refund was issued for your order on December 21st.

  Thank you,

  HeyDude

• Initial Complaint

  Date:01/06/2025

  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.

  I ordered shoes directly from the Hey Dude website on 12/14/2024 as a Christmas present, specifically because the website advertised that the order would arrive prior to Christmas. The advertisement did not indicate that customers needed to select overnight shipping to meet this guarantee.On 12/17/2024, I received an email stating that the order was shipped on 12/16/2024. However, as of 12/20/2024, the tracking status shows the following: The package data was sent to OnTrac, but we have yet to receive the package from the sender. Tracking will update once it arrives. Please contact the sender for more information.Concerned about the delay and lack of updated shipping information, I contacted Hey Dudes customer service via chat. Unfortunately, the representative (***** *.) was unable to assist me. Instead of addressing my concerns or taking accountability for the delay, I was told that I should have chosen overnight shipping if I wanted the item to arrive in time despite the websites original promise of delivery before Christmas without any indication of needing expedited shipping.I find this experience extremely frustrating and unprofessional. Hey Dude misrepresented their delivery timelines, failed to fulfill their promise, and shifted the burden onto me as the customer. This situation has caused unnecessary stress during the holiday season, and I expect a resolution.I did ask for a credit or partial refund for the inconvenience, clarifying that I DO NOT wish to cancel the order. *$8.99 of the cost of the order was shipping.

  Business Response

  Date: 01/07/2025

  Hello ******,

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the inconvenience caused. Upon reviewing our system, we see that the initial shipment was lost. As a result, the order was reshipped and successfully delivered on 01/02/2025 at 11:08 A.M. via ***. The tracking number for the delivery is 1ZC1H130YN35864623.
  Thank you for your patience! 

  HeyDude

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22716477
  
  I am rejecting this response because:
  

  My order was supposed to be delivered by Christmas, but I had to follow up long after the holiday to get another update, only to be informed that the items were lost. This is unacceptable, especially considering that I had already reached out earlier regarding the delay and was essentially told the issue was my fault for not opting for overnight shipping. The lack of proactive communication and failure to deliver my order as promised warrants a full refund, which I am requesting.

  
  Sincerely,
  ****** ***

  Business Response

  Date: 01/08/2025

  Hello ******,

  Thank you for your message. As noted in your account history, we had offered a refund initially, but you opted for a reshipment instead. We sincerely apologize for the delays and any frustration this may have caused.

  Thank you, 

  HeyDude 

  Customer Answer

  Date: 01/08/2025

   
  Complaint: 22716477
  
  I am rejecting this response because:
  
  This company has poor customer service. I was offered a refund initially but promised that my shoes had in fact shipped and would be received by me on the 27th. I declined the refund after being told that (the promise of delivery by the 27th even though that was later than the date promised on your website), even after being talked down to by your employees. I had to reach out AGAIN to inquire about the status only to be informed that they were lost the entire time (including when I initially called and was offered a refund). After doing some research, I have been made aware that there are *** complaints against the company for false advertising and delayed shipping practices. Shame on you. I request the refund for the inconvenience and poor treatment throughout this time. 
  

  
  Sincerely,
  
  ****** ***

  Business Response

  Date: 01/09/2025

  Hello ******, 

  Thank you for your message. A refund has been issued. 

  Thank you,

  HeyDude

• Initial Complaint

  Date:12/20/2024

  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.

  I have made three orders to this company for 7 different items. They advertised to purchase before a certain date to guarantee to receive the items before that date.After purchasing and multiple days go by, I don't receive any updates of the tracking for my order. Then I randomly receive an email 2 of my pairs were canceled due to stock issues (Which my order was confirmed purchase 6 days before that) leaving only one pair left for delivery in my order. Pretty upsetting after spending over $500 on gifts with this company this year. Then when I reached out to customer service to speak to someone for an update on the delivery for the one item left in my order, each representative would just tell me the information was not available and to "just wait" and would hang up the chat on me before i could respond. After attempting this for the fourth time and telling them not to hang up on me, they demanded me to provided the proof of where it stated the delivery would deliver by a certain time. Well of course that proof is gone because I order this weeks ago. So in return I was told to "just wait" again and there was nothing they could help with. If you spend this kind of money with this company like I did, just know that if something goes wrong with your order, you will not receive any help or solutions. Wouldn't recommend at all.

  Business Response

  Date: 12/23/2024

  Hello *******, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. We apologize for the experience youve had. Unfortunately, two pairs of shoes in your order ran out of stock and a refund has been processed for both pairs. The remaining pair is currently out for delivery and is expected to arrive today, December 23rd. As a gesture of apology, weve included a coupon - CSA25-4fbw33pgkws7 - for 25% off your next order so you can reorder once the items become available.

  Thank you, 

  HeyDude 

• Initial Complaint

  Date:12/20/2024

  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.

  I placed the wrong order on HeyDude. I immediately called customer service within two minutes of placing the order.The customer service *** answered and it sounded like she was in a bar.I told her the issue and asked to cancel my order immediately.The cs *** informed me that she cannot do that. I told her that the order had been placed two minutes ago, and she said that there was nothing that she could do. The cs *** told me that it would be fine, as I could just return the shoes free of charge once I received them.I placed a complaint via email immediately and 4 days later, the company emailed me that there was nothing they could do, since the order had already shipped, but that I could issue a return.I received the shoes, and am being dinged $30 to ship them back!!!Now I am out $15 for shipping on shoes that I didnt want, and another $30 to send them back.I want my $45 returned immediately.

  Business Response

  Date: 12/23/2024

  Hello *****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department.  We apologize for any inconvenience caused. Per our policy outlined on our website, once an order has been placed, it is processed as quickly as possible and unfortunately cannot be modified or canceled. However, as a one-time exception, we have issued a refund for the shoes, and you may keep them. A separate refund confirmation has been sent to your email for your reference.

  Thank you,

  HeyDude
  
  

  Customer Answer

  Date: 01/07/2025

   
  Complaint: 22711376
  
  I am rejecting this response because: I have already sent the shoes back and was only refunded $72, because I was dinged the return shipping.

  Please refund the full amount.

  I have paid $50 in shipping & return charges to you.
  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/08/2025

  Hello *****, 

  Thank you for your message. As stated on our return page, the return label costs are deducted from the return refund amount. However, as an exception, we have now issued a refund for the label charges. Please note that shipping charges are non-refundable, as per our policy.

  Thank you, 

  HeyDude