ComplaintsforBirkenstock USA, LP

• Initial Complaint

  05/16/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Order # ******** I'm thoroughly disappointed with Birkenstock's customer service and refund policy. Given the significant amount I paid for their product, I anticipated a higher standard of assistance. When I reached out to Birkenstock regarding the return of defective shoes causing painful blisters despite minimal wear, I hoped for a smooth resolution. The shoes remained unwearable despite my expectation that they would become more comfortable over time.Initially, a customer service representative assured me that providing a photo along with my order number would likely result in a refund. Following their instructions, I submitted the necessary documentation, only to receive notice later that a refund wouldn't be processed. Subsequent attempts to clarify the situation yielded no response. It's disheartening that the agent, despite being informed that my request exceeded the 30-day window for returns, still advised me to proceed with sending a photo, effectively wasting my time.This level of service is unacceptable, particularly from a company renowned for its reputation. I've been treated much more respectfully by similar brands in the past. I am simply seeking to return these defective shoes and receive a refund, a reasonable expectation from any reputable brand.

• Initial Complaint

  05/02/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of Birkenstocks at a ********* location. After one wear, I noticed the buckles of the sandals (big buckle Arizona in Cognac oiled leather) make squeaking noises. I have had 3 other pair of these exact sandals (and many many other pair of Birkenstocks) and have never had an issue with quality. I tried to return to ******** but since I had worn them (once) they would not take them back. I email Birkenstock customer service who told me to contact *********, I tried again to get an exchange but ********* would not. I emailed Birkenstock again and was told since I don't have a Birkenstock order number they cannot help me. This is a company that makes high quality footwear that I love and I expect more out of their customer service. ********* is the middle man in this situation. The defect with the buckles did not begin once ********* received the sandals and then sold them. The issue is with the manufacturing at Birkenstock. All I am asking is that I can send Birkenstock the defective sandals and get a replacement.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered a pair of Birkenstock ***'s Brown size 42. They came to me in box without tissue paper and a cardboard hanger. I thought they had been sent out before. The hole in the strap had already been accessed on both shoes and was bigger than the other holes. The end of the strap was defective as it looked like it was peeling away, the buckles are rough as they are not smooth and the left sole was a little scuffed for new shoes. I contacted Birkenstock immediately, They wanted photos which sent right away. I have spoken with four customer service representatives to no avail. I wanted a replacement but if they cannot do this in a timely manner it is already five days since they arrived then I want a full refund including shipping because they sent me a defective product.

• Initial Complaint

  04/29/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  Hi. I purchased a pair of *****'s on March 12, 2024, but I didn't wear them til April 22 because I have so many pairs of *****'s and I never had an issue. However, while on vacation I wore the shoe and I noticed that the right foot was made smaller than the left foot. I only wore the shoe for 20 min because the right footbed was too tight and narrow. I called customer service and I was instructed to send multiple pictures- then they emailed me and said that they cannot return the shot/e because it's over the 30 day policy. I called Birkenstock customer service and spoke to ***************************, and she asked me to send more photos- I told her that I sent atlas 5 photos and it showed all angles. Then -I asked her can she transfer me to customer service then she hung up the phone on me. *** never felt so degraded in my life. This is how Birkenstock treat their customers!!! DISGUSTING & Rude!!

• Initial Complaint

  03/12/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I am deeply dissatisfied with Birkenstock's customer service and exchange policy. Despite my attempts to address an issue with a purchase, I encountered unhelpful and unresponsive representatives. The exchange policy proved to be ****** restrictive and cumbersome, leaving me feeling frustrated and inconvenienced. This experience has significantly diminished my trust in the brand and has made me hesitant to make future purchases from Birkenstock. Overall, I am disappointed by the lack of satisfactory resolution and the inadequate support provided by Birkenstock's customer service team.

  Business response

  03/13/2024

  Thank you for your inquiry about returning your Birkenstock footwear.

  Despite reviewing your request and our return policy, we regret to inform you that we cannot accommodate your exchange or refund due to our policy on worn footwear.

  We value your understanding and apologize for any inconvenience caused.

   

  Best,

  Birkenstock Support. 

  Customer response

  03/13/2024

   
  Complaint: 21422779
  
  I am rejecting this response because: 
  I appreciate your prompt response to my inquiry regarding the issue with my barely worn Birkenstock shoes. However, I must respectfully reject the resolution provided, as it does not adequately address the situation.

  As I mentioned previously, the shoes in question were only lightly worn, with minimal signs of use. Considering the significant investment I made in purchasing Birkenstock shoes and the reputable quality associated with the brand, I expected a higher standard of durability and customer support.

  Given the circumstances, I kindly request that you reconsider your decision and explore alternative options for resolving this matter. Whether it involves an exchange for a new pair of shoes or a refund, I trust that we can find a solution that satisfies both parties.I remain committed to reaching a fair and equitable resolution and am open to further discussion on this matter. Please let me know how we can proceed to ensure a satisfactory outcome.

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

  Business response

  03/18/2024

  Thank you for your comments.
  From our records, we see that a ******** Service agent has reached out, and is working with you directly towards an amicable resolution. 
  
  Best, 
  Birkenstock Support.

• Initial Complaint

  12/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  12/20/2023 ordered online slippers/shoes. Amount w/tax: $200.45. Waited until 12/27/2023 and called them to find out when they will ship them to me .Spoke to ****** who could not offer any information on my order(58656868). I was getting angry since the website says Processing . I said : it says Processing since I first placed the order.I wanted to speak to a manager and manager was supposed to call me back but no one did. Then, 12/28/23 I get an email from them saying my order cant be cancelled and it was shipped and to click on the link to track my order. When I did, there was no tracking number and my order page still says: Processing . I tried calling them and got an outgoing message saying they were closed for the holiday and to call Mon -Fri during normal business hours 9am-9pm EST.I feel like they are giving me the run around and I am very frustrated. I cant cancel my order, therefore I cant get my money back and they are NOT shipping my shoes to me and I cant speak to anyone at their office.Please help me.

  Business response

  01/12/2024

  Thank you for reaching out to Birkenstock.
  
  We would like to take the opportunity to apologize for the experience which may have been created by the heavier volume that was experienced over the holiday period.

  We will have an agent reach out to you directly as we see that the package has been delivered to you.

   

  Best,

  Birkenstock Support. 

  Customer response

  01/12/2024

  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

  12/09/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I ordered this pair of sandals and they started to fall apart after 2 months. I contacted the business for resolution and they declined on December 2 with a form email.I attached the original email as an upload, but the key information is here:ORDER NUMBER ******** ORDER DATE Aug 31, 2023 ITEM FOR SHIPPINGUNIT PRICEQUANTITYPRICE ******* Birko-**** Nubuck MochaArizona Birkibuc Mocha ********* 44 / US 11-11.5 Width : Regular/Wide Item no. ******* $110.00 1.00$110.00 Total$110.00 Shipping cost *** Ground$4.95 Tax$9.08 TOTAL PRICE$124.03 Tax is applied at checkout ($9.08)

• Initial Complaint

  11/28/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I've ordered twice from Birkenstock within a month and both orders were sent incorrectly! For the first order, 2 pairs of Boston sandals that I received on 10/24/23, one was delivered in the wrong color. However, the box stated the correct item that I ordered. Luckily, I ended keeping it but I did send a bad review about this matter.The second order, another ****** sandals ordered on 11/22/23. On 11/28/23, it was delivered but not the item I ordered. The address on the box was correct but the item and purchase statement was addressed to someone else from a different state.It's very frustrating that this happened to me twice in one month. The Birkenstock warehouse needs to be monitored and QA'd before orders are shipped to customers. Supervisors needs more training and do their job to prevent these mistakes!

• Initial Complaint

  11/03/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  For several months now I have been receiving mailers from this company, specifically product catalogs, without my consent. I do not remember opting into any mail marketing programs from Birkenstock and this is therefore an invasion of my privacy and a misuse of my personal information.I ask that my name and residence address be completely and permanently removed from any mail marketing programs associated with Birkenstock. I dont have any interest in receiving your marketing material in the mail at this time.Thank you for your understanding.

  Business response

  11/10/2023

  Thank you for your inquiry.

  We have added your name and address to our suppression file.
  As we plan our catalog campaigns in advance, it may take up to 3 catalog delivery cycles to be removed from catalog distribution.
  
  Were so sorry for the inconvenience, and appreciate your patience! You should stop receiving the catalog soon.
  
  

  Best regards,

  Birkenstock ***
  

  Customer Support.

  Customer response

  11/10/2023

  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

  10/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I placed an order for a pair of Birkenstocks online. Order number is 57649056.They mailed the wrong item instead of the pair that I ordered. The item I wanted/ordered is now out of stock, and they couldnt substitute for a different item I wanted instead. I called to ask for a refund, and told them about their mistake, and their customer service handled it very poorly. I tried to ask if I could keep the mistaken pair for a discount, or get a discount for the inconvenience of their mistake on a future order, and my calls kept getting dropped. I also asked if they would be willing to issue a refund because (1) I didnt receive what I ordered and (2) the pair the sent me is merchandise I didnt ask for. According to the **** if you receive an item you didnt order, you can consider it to be a gift. I asked them about the *** law, and they said it wasnt their policy, so I could not get a straight answer from them. ***s site says to file a dispute with your credit card if the business does not cooperate, so I did. A Birkenstock supervisor then said I would be blocked from placing future orders if I filed a dispute. During the dispute through my credit card, Birkenstocks response was a lie because they claimed I never attempted to contact them to allow them to make this right. I have phone records and emails that prove otherwise. I made several attempts to contact them. Also, I did try to place a new order on their website, and it was automatically cancelled, so it appears I am blocked. Overall, they handled this poorly, which is disappointing, because I wear their shoes to alleviate foot problems that cause me foot pain. I would prefer to speak to someone that is willing to help me reach a resolution fair to both parties, rather than lying and resorting to blocking me from placing future orders.

  Business response

  10/27/2023

  Thank you for your inquiry.

  We will have a Birkenstock Customer Agent reach out to advise you of updates that we see to your case.

  Regards,

  Birkenstock ***

  Customer Support. 

   

  Customer response

  10/28/2023

  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,
  
  *************************

*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. ↩