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:04/22/2023

  Type:Product 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.

  I tried returning the approx $150 shoes shortly after the 30 day window closed. The shoes were worn twice and caused my feet to hurt badly. Birkenstock declined saying that the shoes were worn. But how else would I have know the shoes were poor quality.Please see the following email exchange with customer support -Hello *****, Thank you for reaching out to Birkenstock ***. Although I understand your frustration, I am very sorry that you feel that way to my response.--------------- Original Message ---------------From: ************************* [************************]Sent: 4/22/2023, 10:30 AM To: ****************************************** Subject: Re: Birkenstock Order #******** | Picture Request Hello, I wore this shoe for 2 days and my toes felt sore and toenails hurt because of the extremely hard leather upper. Im not sure what you mean by the overall condition of the footwear. Did it seem worn out to you? I wore it for 2 days so the sole is expected to be dirty, but there was no wear. Please look at the pictures on file again carefully. I have been a purchaser of Birkenstock ******* sandals for many years and thought I would give your closed shoes a try. If you would like to call me so I can explain better, Id appreciate it. Thanks ***** ********** On Apr 22, 2023, at 6:11 AM, BIRKENSTOCK *** **************** <******************************************> wrote: Hello *****, Thank you for reaching out to Birkenstock ***. A member of our Quality Control Team has reviewed your photos, and based on the overall condition of the footwear, we cannot offer an exchange or process a return.Footwear and accessories may be returned or exchanged at no charge, in original purchase condition and packaging, within 30 days of delivery.I apologize for any frustration this may have caused. If you have any further questions or concerns, please do not hesitate to reply to this email.Best regards,****** Customer Support

  Business Response

  Date: 05/04/2023

  Thanks for reaching our regarding your Birkenstock order. 
  
  We will have a ******** Service Agent reach out and work with you to reach a resolution with you.

  Please accept our apologies for any frustration caused by this matter. 

  Best regards,

  Birkenstock Support. 

  Customer Answer

  Date: 05/04/2023

  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

  Date:04/17/2023

  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 an order (#********) March 31. Still have not received item. I have sent multiple emails with no response. I have also called and was told by 3 different people that there was nothing that can be done. I just want my shoes and would like to know what is taking so long. Thank you

  Business Response

  Date: 04/21/2023

  Thank you for reaching out regarding your orders with Birkenstock.

  Per the communication history, we see that both your orders have been shipped and the matter resolved.

  We want to take the time to apologize for the inconvenience that *** have been caused by this delay.

   

  Best,

   

  Birkenstock ***

  Customer Support

• Initial Complaint

  Date:04/05/2023

  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.

  Date of transaction 9/19/22 Bottom of shoe, cork material has cracked, contacted customer service through email. They requested copy of transaction, along with multiple photos. After several emails of requests from customer service they emailed back stating they are unable to provide a replacement. These are a very well known brand with high priced items and they do not provide quality warranty for their products.

  Business Response

  Date: 04/21/2023

  Thank you for reaching out regarding your Birkenstock inquiry.
  

  We will have a **************** Representative reach out to your directly to see if we can come to a satisfactory resolution. 

  Please note, as your footwear is over 6 months old, shows some high wear and not purchased from our website, we will not be able to repair or replace the sandals. 

  Best,
  

   

  Birkenstock *** 

   

• Initial Complaint

  Date:01/03/2023

  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 purchased a pair of Birkenstock sandals a little over 3 months ago for my son as his first pair after my wife and I were long time customers for our entire adult lives. After sparingly using the shoes over that period the inside of the strap starting to come away from the sole. They asked for photos as expected and then told me that the shoes were showing normal wear and tear by coming apart to my dismay. After all the years of loyalty this is how they addressed my concern by telling me that each shoe owner wears the shoes differently and it was normal wear and tear. My wife recently bought be a certificate to buy myself a new pair and I refuse to do business with a company that discounts their customer complaints like this and asked for a refund of the site credit that I have with them and now Im fighting with that company that Birkenstock outsourced to handle their site credit that are out there. What a joke. The rep at Birkenstock seemed shocked by the incident but stuck to the script and told me I had to deal with the third party for the credit back to my wife.

  Business Response

  Date: 01/20/2023

  We are sorry for the experience you have had with you Birkenstock Footwear. 

  As the monies were paid to GiftNow for the purchase and the Gift was redeemed then received on our Birkenstock website, we will be unable to offer a refund. 

   

  A Customer Support agent will reach out to contact you to see if they can work to a satisfactory resolution for you. 

   

  Best regards,

   

  Birkenstock

  Customer Support. 

   

   

   

   

   

• Initial Complaint

  Date:09/06/2022

  Type:Order 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 the ****** Birkenstock in mid-June 2022. After a few wears, I noticed the leather toe strap on the left shoe was showing signs of fraying on the edges. I contacted Birkenstock at the end of August and sent pictures of the discrepancy between the left and right toe strap. The Birkenstock representative informed me this was determined to be "normal" wear and tear. Also, they indicated the conditions in which the shoe is cared for impacts wear and tear. This was completely unacceptable to me, as I have three pairs of Birkenstocks that are rotated, along with various other shoes, so the wear is not excessive. Additionally, I keep the shoes indoors on a shelf in a closet. I paid full price for these shoes, and am now being told that after 2.5 months of occasional wear it is considered normal for the leather on the toe strap to be fraying. Even if I wore these shoes every day it seems a poor reflection that the leather would fray after 2.5 months. It is clearly a faulty cut of the leather on that toe strap. Additionally, there is not even an option to review items on the website. I was very surprised and disappointed by this level of customer service from a company as large as Birkenstock.

  Business Response

  Date: 09/14/2022

  Thank you for contacting Birkenstock USA.

  
  We are sorry to hear about your experience regarding the wear of your sandals. 

  
  A **************** Representative will reach out to see if they can help understand and resolve the issue. 
  
  Best regards,
  
  Birkenstock USA
  Customer Support. 

  Customer Answer

  Date: 09/18/2022

   
  Complaint: 17925048
  
  I am rejecting this response because: The response stated someone would follow up with me, but I have not received any follow up.
  
  Sincerely,
  
  *****************************************

  Business Response

  Date: 09/20/2022

  Thank you for you reply.

  We apologize for the delay. 

  A **************** representative has reached out to you via email. 

   

  Best regards,

   

  Birkenstock USA

  Customer Support.

• Initial Complaint

  Date:08/31/2022

  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 received my new sandals on 8/30/2022. I wore them the day I got them and noticed the right shoe was fitting tighter than the other. Upon comparison and measurements, it appears the right one was made smaller than the left. It measures the same as an 8.5, but is marked as a 9. I immediately emailed them. Today, Im being told because I wore them, they cannot refund me or accept a return. How would I have found out without wearing them that one was smaller? If youre going to spend $100+ on sandals, you would assume there would be some sort of quality line to call and discuss the issue with.

  Business Response

  Date: 09/14/2022

  Thank you for contacting Birkenstock USA.

  We are sorry to hear about your experience regarding the sizing of your sandals. 

  A **************** Representative will reach out to see if they can help understand and resolve the issue. 

   

  Best regards,

   

  Birkenstock USA

  Customer Support. 

• Initial Complaint

  Date:08/24/2022

  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.

  This complaint is against Birkenstock because I have admitted to customer service and the personnel of accounts payable at Birkenstock Headquarters that I filed a transaction dispute with my bank, in 2019, after placing a Birkenstock order, in which I lied about not receiving the order in October 2019. I informed the personnel at Birkenstock that I want to pay for the order that I stole from the company back in 2019. I spoke to a person named **** in accounts payable, and she would not accept the money that I need to pay back to the company, which is very irresponsible and not looking out for the company that she works for along with the other personnel that refuse to help me return what belongs to Birkenstock ***. If a credit or bank card could not be used as payment, then I offered to send a check, and I was told by a personnel that my check would not be cashed. Personnels response was rude and offensive, and I am sure that the ****** of Birkenstock would want their money. The amount that I owe, and need to pay Birkenstock is $583.20.I earnestly want to pay this money back.

  Business Response

  Date: 08/29/2022

  Thank you for you reaching out to Birkenstock.

  We appreciate you letting us know about the details of your order and claim from 2019.

  Our records indicate that you contacted **************** a few days ago, who confirmed that due to the time elapsed, the matter has been closed and we are unable to re-charge you.

   

  It is recommended at this time, that you contact your bank to see if they can make amends to the dispute charge. 

   

  Best regards,

   

  Birkenstock ***

  Customer Support.