Complaints

This profile includes complaints for Crocs, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Crocs, Inc.

  500 Eldorado Blvd # 5 Broomfield, CO 80021

• 

  Crocs, Inc.

  13601 Via Varra Broomfield, CO 80020-9791

• 

  Crocs, Inc.

  300 Tanger Blvd Ste 101A Branson, MO 65616-2461

• 

  Crocs

  125 Premium Outlet Drive Suite 125 Monroe, OH 45050

• 

  Crocs, Inc.

  8882 170 St NW, Unit 2538M Edmonton, AB T5T 4J2

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:07/26/2025

  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.

  I placed an order on Saturday, July 26, 2025, on the Crocs website for two ******* as a gift for my friend, selecting expedited 2-day shipping for $22 to ensure it would arrive before Thursday of the following week. I carefully entered and triple-checked my friends shipping address (which is in ********), but after completing the order, I received a confirmation showing two completely unrelated addresses (in *****) for both shipping and billingneither of which I entered or currently reside at. These addresses were also not saved in my phone in the event of an auto-fill. I immediately contacted Crocs customer service to cancel the order since it had not yet shipped, but I was told cancellations are not possible once an order has been submitted. I then asked for a refund, explaining that the package would be sent to an incorrect address and my friend would not be able to receive the gift at all, but they refused, stating that refunds are only given if shipping is delayed, not for address errorseven though this appears to have clearly been a system issue on the Crocs website. Im extremely frustrated that I paid more for the shipping than for the gift itself (the gift was $7.54 and shipping was $22), and now my friend wont receive it at all. Crocs offered no solution, and I expected better from a brand my friend loves so much and is quite loyal to.

  Business Response

  Date: 07/28/2025

  Hello ****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. After reviewing your order, we found that the address was linked to the Apple Pay account. While we're not responsible for incorrect address entries, we've made an exception and processed a full refund. Please allow a few days for it to reflect on your account.

  Thank you,

  Crocs 

  Customer Answer

  Date: 07/28/2025

   
  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:07/23/2025

  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.

  order ********CUS. Placed order on 7-02. rec'd order on 07-5. Wrong item shipper so had return label printed and sent back *** , they rec'd return on 7-08. I still have not gotten my refund ....have called them 4 times and just get the run around,

  Business Response

  Date: 07/23/2025

  Hello *****, 

  Thank you for your feedback. Rest assured that your concern has already been escalated to the appropriate department. Weve reviewed the system and can confirm that a full refund of $30.09 was successfully processed today for the order in question. Please allow a few days for the refund to reflect on your account. 

  Thank you,

  Crocs 

  Customer Answer

  Date: 07/23/2025

   
  Complaint: 23641722
  
  I am rejecting this response because:
  I was told it was refunded Sunday. I don't believe you or your company. Scam all over it. I'll believe it when I get it and so far all it's been is game playing.
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:07/18/2025

  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.

  Crocs has failed to issue a timely refund for a returned order, despite receiving the item on June 24, 2025. Their stated policy is 1014 business days, and that window has passed. I have contacted customer service multiple times and received incorrect and inconsistent information. My refund is still not processed.

  Business Response

  Date: 07/21/2025

  Dear *******-

  Thank you for reaching out. We apologize for any inconvenience caused. According to our records, a refund for the returned items in the amount of $58.29 was processed on July 18th. Please note that it may take up to 3 business days for the funds to appear in your account, depending on your bank.

  Refund: Jul 18, 2025, 14:03:33 GMT+1 
  PSP reference: VMDHJK8LDGXFJHG6
  Merchant reference: 71980870CUS
  Status: SentForRefund
  Amount: -USD 58.29
  Acquirer reference: 154645008
  Note: RETURN
  
  SentForRefund: Jul 18, 2025, 14:03:33 GMT+1
  

  Thank you,

  Crocs

• Initial Complaint

  Date:07/17/2025

  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.

  Hi,I returned two orders back to Crocs ~a month ago due to sizing issues. Both were confirmed delivered, yet I have not received a refund. Despite multiple follow-ups by calling the customer services line, *** repeatedly been told to wait another 10 business days -- several of which have already passed.1. Order #********CCA Return's *** Tracking: 1Z76WW190478401415 (Received by Crocs on June 30); 2. Order #********CCA Return's Canada Post Tracking: **************** (Received by Crocs on July 11); I would like Crocs to process my full refund immediately and reimburse the $50 I paid for return shipping. Thank you

  Business Response

  Date: 07/21/2025

  Dear Jing-

  Thank you for reaching out. Please note that, as stated in our FAQ and Return Policy, refunds may take up to 14 business days to be fully processed. That said, both of your refunds were successfully processed today. The funds should appear in your bank account within 3 business days, depending on your banks processing time. Regarding your request for a refund of the return shipping charges, unfortunately, we are unable to proceed. As outlined in our FAQ and Return Policy, we do not offer free returns for your region. This information was also clearly presented during the return process.

  Thank you,

  Crocs
  

• Initial Complaint

  Date:07/17/2025

  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 am submitting this complaint regarding multiple pairs of Crocs that have become unwearable due to shrinking in heat even while being worn. I have personally lost three pairs of Crocs, including a special edition pair that was more expensive than standard Crocs. My young son also lost a pair after being in the pool for just 15 minutes. When he got out, the shoe had shrunk so much that he couldnt even put it back on. These shoes were not left out in direct sun or exposed to extreme conditions we were wearing them during regular summer weather. Its incredibly disappointing to pay for shoes marketed as casual, comfortable, and family-friendly, only for them to literally deform under everyday ******** are the specific pairs that shrank:1.Basic black Classic Crocs Womens size 10 2.Hocus ***** limited edition Crocs Womens size 10 (paid full price when they first released)******, purple, and pink marble Crocs Womens size 10 ******* toddler Crocs Size 10C I tried to get help from Crocs via email and live chat months ago. I never received a response back by email, and the chat support was extremely unhelpful no real answers, no care, and no resolution. I ended up giving up out of frustration because I felt completely dismissed. Since then, *** discovered that theres now a lawsuit being filed over this exact issue. That tells me that this is a known problem, and Im clearly not the only customer affected. So Im coming to the ******************** now asking that my issue actually be taken seriously and reviewed properly. I am requesting reimbursement for the four pairs of shoes that were ruined due to this defect. At the very least, I would like acknowledgment of this issue and a genuine attempt to make it right not a copy-and-paste response.

  Business Response

  Date: 07/21/2025

  Dear *****-

  Thank you for reaching out. Were sorry to hear about your experience. However, as outlined in our FAQ and Return Policyand also marked on each pair of shoesour products are sensitive to heat and sunlight. They should not be exposed to direct sunlight or cleaned using a washing machine. For your convenience, we have a dedicated section on our website with detailed care instructions for Crocs. At this time, we are unable to locate any interaction under your name or contact details in our system. In order to assist you further, we kindly ask that you provide additional information, such as a receipt, bank statement, or order number (if the purchase was made on our website), along with clear photos of the affected shoes. Once we receive this information, well be happy to look into the matter and assist you accordingly.

  Thank you,

  Crocs

• Initial Complaint

  Date:07/14/2025

  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.

  Business Name: Crocs, Inc.Nature of Complaint: Warranty claim denied for defective product despite authorized retail purchase ? Complaint Description:I purchased a pair of Kids Classic Crocs in pale pink from Dunhams Sports in Marinette, ** (listed as an authorized Crocs retailer on ************************) on June 20, 2025. My daughter wore them for just a few hours, and after sidewalk chalk made contact, the shoes became permanently and unevenly discolored.Despite extensive effortsincluding soaking, multiple washes, and using **** Powerwashthe staining could not be removed. This was not a case of light rinsing; I thoroughly attempted cleaning using the same method that worked perfectly on my own off-white Crocs worn that same day, with no staining whatsoever.I submitted a warranty claim with photos and receipt via the Crocs website and followed up by email (with no reply). I also attempted live chat support. The representative, ****** I, falsely claimed ************** is not an authorized retailereven though Crocs own website confirms it is. When I asked to escalate, ****** ended the chat without providing help or ************** has now been over 10 days without resolution or even a response. The product appears defective, and the company has demonstrated poor customer service and an unwillingness to stand behind its warranty or listed retailers.? Requested Resolution:I am requesting either a replacement pair or a full refund for the defective Kids Crocs. I also request Crocs clarify whether ******* is indeed an authorized retailer, as claimed on their own store locator.

  Business Response

  Date: 07/15/2025

  Dear ****-

  Thank you for reaching out. We apologize for any inconvenience caused. Please note that even when purchasing from an official reseller, the warranty should first be claimed through the store where the purchase was made. According to our records, our **************** team has already responded to you requesting additional details in order to assist you further. Feel free to provide them with the requested information so they can continue helping you with this matter.

  Thank you,

  Crocs

  Customer Answer

  Date: 07/15/2025

   
  Complaint: 23600464
  
  I am rejecting this response because:

  The company, Crocs, continues to deflect responsibility avoid accountability by instructing me to seek resolution through the retailer, Dunhams Sportsdespite Crocs own website clearly listing Dunhams as an Authorized Crocs Dealer (screenshot included in previous uploads). Their current excuse directly contradicts their original warranty denial, which claimed ******* was not an authorized retailer. They now claim warranty resolution must go through the retailer, **************, despite Crocs own website listing ************** as an Authorized Crocs Dealer. This directly contradicts their original denial, which stated ************** was not authorized. The company continues to deflect responsibility by instructing me to seek a resolution through the retailer, **************, despite Crocs own website clearly listing Dunhams as an Authorized Crocs Dealer (screenshot provided and attached in prior submissions). Their claim that warranty issues must be handled through the retailer directly contradicts their original denial, which was based on ******* allegedly not being an authorized retailer. This contradiction has yet to be addressed.

  My initial support request was submitted July 3, 2025. Even more frustrating than the defective shoes, is the fact that Crocs ignored my original warranty claim (submitted on July 3, 2025, via email) along with multiple follow-up emails. Their live chat support also refused to escalate the issue once I presented evidence they couldnt refute. It was only after I filed this BBB complaint that Crocs acknowledged the situation. Thats not customer serviceits damage control. I am deeply disappointed that Crocs failed to engage in any meaningful customer service until ******************** became involved. There was no attempt to escalate or resolve the issue, even when directly requested, until I filed this formal complaint. Thats unacceptable customer service.

  As a long-time customer and someone with a background in retail management, I find Crocs handling of this situation unacceptable. A defective product was sold. I took all proper steps to clean and preserve the shoes, as evidenced by my bone colored Crocs, which I wore alongside my daughter during the activity, and washed the same as hers, came clean, but her pink Crocs remain stained. The discoloration occurred immediately after one light use and should absolutely qualify for a replacement under any reasonable standard of quality assurance. The shoes are defective. I did everything rightCrocs did not.

  I have gone above and beyond in documenting this issue including submitting:

  -Photos showing discoloration
  -My original receipt
  -A timeline of my support attempts
  -Screenshots showing Dunhams as an authorized dealer
  -Support chat transcripts
  -A compressed file under 8MB with all documentation: Staszak_Crocs_Warranty_Dispute_BBB_FINAL_REBUILT.pdf (All files can be viewed via the following ****** Drive link in case clarity was impacted when compressing the attached file: ************************************************************************************)
  

  I respectfully request that Crocs accept responsibility, replace the defective shoes, and acknowledge the clear failure in their support process. Deflecting the issue to a local store after weeks of neglect only further undermines trust in their brand.

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

  Business Response

  Date: 07/21/2025

  Dear ****-

  Thank you for the information provided. We apologize for any inconvenience caused. As per our records, our **************** team is currently awaiting your response regarding the shipping address and confirmation of the item you would like us to send.

  Thank you,

  Crocs

• Initial Complaint

  Date:07/13/2025

  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.

  My daughter was wearing a size 2 pair of crocs and they were getting too small so I ordered her a size 3 pair. The only issue is the new size 3 are smaller than her old size two. Why is your sizing so inconsistent? It makes its very hard to order the right size. They are both the same style of crocs just different sizes and one pair was made in ***** and one in *******.

  Business Response

  Date: 07/14/2025

  Dear ***-

  Thank you for reaching out. We apologize for any inconvenience caused. A representative from our **************** team will be in touch with you shortly.
  
  Thank you,
  Crocs

• Initial Complaint

  Date:07/07/2025

  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.

  ******* **** files this complaint against Crocs, Inc. for unresolved issues with Orders #********CUS and #********CUS, and for repetitive, unresponsive customer service.Chronology June 22, 2025: Complainant emailed Crocs reporting:Order #********CUS: Green Crocs defective, requested refund/replacement.Order #********CUS: Non-delivered, tracking shows "awaiting carrier pickup." Requested refund.Provided all details (name, address, order numbers).Crocs Response: Automated replies (Cases #********, #********) promised resolution within 48 hours but offered none.June 28 & July 4, 2025: Crocs repeatedly requested same information (name, address, order details) already provided. Complainant reiterated details, expressing frustration on June 29: Why are you sending me in circles?Non-Delivery Dispute: Crocs claimed Order #********CUS was delivered May 23, 2025, but tracking confirms no delivery. Complainant verified with neighbors; no package received.Ongoing Failure: Despite multiple emails (June 26, 29), Crocs failed to resolve issues, sending generic responses ignoring prior ***************** Basis Crocs conduct violates fair business practices:Warranty Breach: Crocs policy allows replacement/refunded defects within 90 days. Complainant met requirements, yet no action taken.Non-Delivery: Crocs failed to deliver Order #********CUS, refusing refund despite no delivery proof.Unfair Practices: Repetitive requests for provided information caused delays and harm.Relief Sought Full refund for Order #********CUS (non-delivered).Full refund for Order #********CUS (defective).Conclusion Complainant provided all requested information, yet Crocs inaction and repetitive responses warrant BBB intervention.

  Business Response

  Date: 07/08/2025

  Dear *******-

  Thank you for reaching out. Youve contacted us regarding reshipments and refunds for two separate orders, each with different issues. Please note that Crocs is not responsible for packages that are lost or stolen after delivery. However, as a one-time exception, weve gone ahead and processed full refunds for both of your orders. Please allow 14 business days for the funds to appear in your account. No reshipments will be processed for these orders. 
  Thank you for your understanding.

  Thank you,

  Crocs

  Customer Answer

  Date: 07/08/2025

   
  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:06/29/2025

  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 ordered 3 pairs of sandals that were delivered on approximately May *******, and returned 2 that didnt fit on May 20th through **** They arrived at the Crocs returns warehouse in *******, ** on May 21 at 11:11 am per *** tracking. The company states reimbursement occurs approximately 7-10 business days after receiving the returned items.I have not received the $42. that is owed back to my account. I have live chatted with them 3 times, and have been told to wait an additional 7-10 business days each time. Once I was told, the refund has been filed. Yesterday I was told the previous customer service representative didnt file the refund. It has been 26 business days and no refund. During a live chat with a representative yesterday, I said I was planning on filing a dispute with my credit card company, and the response was basically, go ahead

  Business Response

  Date: 06/30/2025

  Dear *****-

  Thank you for reaching out to us. We apologize for the inconvenience caused. Your refund has been successfully processed, and the funds should reflect in your account within 14 business days, depending on your bank. Thank you for your patience and understanding.

  Thank you,

  Crocs

• Initial Complaint

  Date:06/26/2025

  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 purchased a pair of the ****************** Crocs for my 3 year daughter and within TWO weeks of use, the front of the croc seams split apart and now we cannot use these at all. I have reached out to ****'s customer service and they said they cannot help with a replacement event though this is clearly a Manufacturing Defect. My daughter is absolutely devastated.

  Business Response

  Date: 06/26/2025

  Dear ******-

  Thank you for reaching out. The item was purchased through ******, and as per our **************** team's guidance, you would typically need to contact ****** directly for further assistance. However, as a gesture of goodwill and a one-time exception, a member of our team will be in touch shortly to assist you further.

  Thankyou

  Crocs