Complaints

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

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• 

  Converse, Inc.

  1 Lovejoy Wharf Boston, MA 02114-2114

• 

  Converse, Inc.

  1 SW Bowerman Dr Beaverton, OR 97005-0979

• 

  Converse, Inc.

  160 North Washington Street Boston, MA 02114

• 

  Converse Inc

  7400 Las Vegas Blvd S STE 247D Las Vegas, NV 89123

• 

  Converse Retail

  10600 Quil Ceda Blvd # 664 Marysville, WA 98271

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:03/12/2023

  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.

  On 3/10/23 a fraudulent purchase was made under my name and my personal PayPal account linked to my checking account through Converse. This issue was brought to my attention by an email I received on 3/11/23 that my order in the amount of $234.89 was being shipped to an unknown address, Z C *************************************************************************** called converse immediately as I did not complete/authorize this purchase and asked a female representative to cancel this order due to it being fraudulent and also to avoid overdraft fees on my account. She then told me, theres nothing I can do because the purchase has been made and theres no way to confirm you are who you say you are. You need to call your financial institution. I then asked to speak to a manager as this matter was not handled appropriately where I was left on hold for an hour and 10 minutes. I then realized my issue was not going to be taken seriously and ended the call as the representative had no intentions of returning to the phone call. Since then I have cancelled the converse account under my name and also attempted to report the fraudulent charge to PayPal. The shipping address for the order is no where close to my actual personal address. Id like this company to cancel the order and not charge my account to avoid overdraft fees.

  Customer Answer

  Date: 03/23/2023

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 03/29/2023

  Hello ********, 

   

  That is not the process the customer service agents are supposed to follow. I am investigating the process gap and we will make sure going forward no other person experiences that lack of a proper response. I've refunded your PayPal account on March 11th 2023. I'll add a file for your records. If you need anything else please reach out. I apologize for the difficulties. 
  
  
  Thanks,

  ******   

• Initial Complaint

  Date:02/28/2023

  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.

  This is my first purchase of a Converse product from any retailer. This is my first time attempting a purchase directly from Converse. I want to buy a wide-sole pair of Chucks (which they do not carry at brick-and-mortar stores) and I made my first attempt in mid-December, at first with my own bank cards then later with a $100 Converse gift card, but the transaction will not process and **************** refuses to help me. I've been repeatedly disconnected by chat and by telephone when it becomes clear that it's me trying to reach them. I've been as courteous as anyone can be given the treatment that I've received, both by telephone and by e-mail and by chat. **************** has written me by e-mail but only with sporadic, one-way, noncommittal statements. Nobody seems empowered to escalate this issue to a Subject Matter Expert and I can't understand why. I've written to the company twice by regular mail and got no response. I sent the gift card itself in the second letter itself so I'm no longer able to return the gift card even if I wanted to. Basically: I'm out $100 in the form of a gift card (the plastic is now in Converse's possession) and nobody's getting back to me. If I've been disqualified from buying the product, I want the company to include (in their letter of explanation to me) some mention of the pre-existing disqualification which banned me from purchasing a product from them for the very first time. Everyone has assured me that nothing's wrong with the system and that I just need to keep trying: I will not. I've made upwards of 10 good faith attempts to complete the order online, and CSRs have also made this attempt on their end, but it always results in failure, even with a Converse gift card. I don't need anything more than what I've already asked for via ink-signed correspondence: I need someone to 1.) complete my order and to 2.) provide me with a written explanation about why I was not eligible to do so even with a Converse gift card.

  Business Response

  Date: 03/17/2023

  Hello ****************,

   

  Thank you for contacting our customer service team. I have read all of your interactions with the team and apoglize for all the issues you have encountered while trying to place an order through Converse.com. I will reply to your last email sent to **** on Monday 3/20/22. Please be on the look out from an email coming from a consumer services email. I apologize for the delayed response as I'm working on a fix to your current issue. 

   

   

  Thanks,
  ******

  Customer Answer

  Date: 03/20/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  ---

  Many thanks, ******!

  - What is your role in the company, please?

  - This BBB ticket will remain open until I've been provided with contact by someone in a position of authority at Converse ******** in ******, ** to acknowledge receipt of my correspondence and to provide me with a simplified acknowledgement that there was a Retail-workflow design error in this case.

  Until very recently, everybody at Converse continued to tell me that, basically, this was a case of user error (when I wasn't disconnected by phone and by chat; people just started hanging up on me when they saw it was me calling or chatting). I've written to both the office of the Vice President of Retail and to ********* Services (by regular mail) but I have not received any acknowledgment from either of those business units. If your phone calls are truly recorded, you'll have proof of how incredibly patient I've been, despite being portrayed as a tech-illiterate customer by your staff and being given busywork and being led around in circles since mid-December.

  I await your response. Have a great afternoon!

  ---
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

  Business Response

  Date: 03/21/2023

  Hello *******,

   

  Thank you for your early response this morning. If you have any issues feel free to use that email address and I will be in contact. Thank you for your understanding. 

   

   

  Thanks

  Eugene 

• Initial Complaint

  Date:02/25/2023

  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 placed an order for custom wedding shoes.Received my shoes only for them to be the completely wrong size.Contacted converse and they sent out a new pair received those in 2 days. That pair I opened and tried on the shoe and it fit my mistake not trying both on. I decorated them for my wedding after finishing them I realize that the right shoe size 9 and Left shoe size 11. Contacted customer service again and instead of fixing it and sending a new pair they said to return to receive refund and place a new order with a 20% off coupon. I decorated them and dont want to have to do them both all over again. They say that process will take 3-4weeks. I would like them to correct their second mistake and send me the correct pair and Ill send back the wrong ones for the refund.

  Business Response

  Date: 03/20/2023

  Hello,

   

  I apoglize for the sizing issue. I've fully refunded your order. Please keep this for your refence Refund request submitted successfully with PSP reference BT6CM53JKFB89VB2. Order Number 206152786.  

   

  Thanks

  ****** 

• Initial Complaint

  Date:02/20/2023

  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 attempted to place an order on the website 4 different times on the computer. There must have been some sort of issue as the website would not allow me to complete the process and it kept giving error responses so I figured the website was down temporarily. I decided maybe if I tried on my mobile device (cell phone) it may work and I was correct as I was then able to place the order.Now due to my frustration with the website, when I finally got through to place an order, I mistakenly ordered a mens 6.5 instead of womens 6.5 as I was ******* at this point since I already wasted so much time trying to do this order in the first place. I should also mention, that you are not able to confirm what item you are purchasing before finalizing your order and it only lets you review payment information, so I think the lack of transparency there contributed to me ordering the wrong size. Anyways, my mistake, thinking this is an easy fix, I called immediately, placed the order at 3:07 and called them at 3:07 because I noticed right away it was the wrong size (see screenshot with times circled in red). I was informed that the order could not be changed or canceled as it had already shipped. ????. In one minute? Very confusing and obviously pure laziness and lack of customer service. Its ridiculous to think that an order could not be canceled when I called with in the same MINUTE of placing. I attempted to chat via web and called on the phone, as well as emailed twice to try and resolve and this but have not had a response nor resolution.

  Business Response

  Date: 02/21/2023

  Hello *****************************,

   

  I completely understand your frustration in the matter. Once an order is placed we cannot make any changes to your order. The orders go to different processing centers and once the order is dropped to a warehouse we don't have the option of cancelling. We can refund your order. We providing your feedback back to our internal partners to make the experience better. If you have already returned the shoes I can fast track your refund. Please just respond back to this complaint and I will take care of the rest. 

   

   

  Thank you,

   

  Eugene 

  Customer Answer

  Date: 02/21/2023

  I will accept this response only if I do receive an immediate refund on order #********* for $97.43 back to the original payment method provided which is the card ending in ****. Its concerning to me that I called within one minute of placing the order and was given false hope that orders can be canceled. Its like they bait you on the phone saying yeah we will cancel it then email you a couple minutes saying they cant and that the order has already been shipped. Thats clearly false and reps shouldn't be misleading customers giving them false hope that their order can be canceled when in the response, it was clearly stated that its impossible to do. So these reps on the phone and via web chat know that its impossible to cancel but still sit there and tell you they will do it. I have also still never received  a promised call back from a supervisor nor responses to the 2 additional follow up emails I sent. Kind of sad it takes a bbb complaint to get a response.
  
  
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:02/02/2023

  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.

  This is regarding an order for custom shoes placed on October 2022. Work Order: ******** Order ID: ********** Order date: 10.03.22 These shoes were a Christmas gift for our granddaughter. We measured her feet as directed on the Converse website. She normally wears a size 10 shoes. The web site states this model runs large and to order 1/2 size smaller. We ordered 9.5.Christmas came and they were too large. We contacted the company via Messenger they said it was too late to return or exchange. We e-mailed the company CEO-twice with no response. We waited until after 02.02.2023 to see if they would respond and allow return/exchange based on the date other reputable companies use for holiday gifts. No response.

  Business Response

  Date: 02/07/2023

  Hi Mrs *********,

   

  I apoglize for the delayed response I was out of country. I will review the information you provide and we will send a remade pair to your family member. Can you confirm the size you would like the shoe remade in? Once I receive this information I will follow up with an email through Converse. Please just respond to this BBB compliant first and then we will reach out and solve this issue for you. We apoglize for the inconvenience and will work with agent to ensure this doesn't happen in the future.  

   

   

  Thanks,

  Eugene 

  Customer Answer

  Date: 03/27/2023

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

   

  The correct shoe size is 8.5 / 8 1/2. Thank you. 

   

  Mrs G

   

   

  Business Response

  Date: 03/29/2023

  Hello *****,

   

   

  I have received your information that you need a remade pair in an 8.5 or 8 1/2. I've passed this on to our custom team.

   

   

  Thanks

  ****** 

• Initial Complaint

  Date:01/23/2023

  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 ordered two items on November 25th (the expected delivery date for both items was December 8th), but didn't get any update at all until I started reaching out to customer service (they told me they also don't know what's going on with my order), received ONE item January 9th (and no, I'm not shipping to a military address), waited a few days hoping the other one item arrive but it never did. Reached out to customer service again (mid-January) only for them to tell me that the other item has been out of stock and that there's nothing that can be done but have it refunded. Why do I have to find out about this after months, and only after reaching out to customer service?

  Business Response

  Date: 02/07/2023

  Hello,

   

   

  Can you please provide me with an order number? Which item is missing? The agent should have either refunded your missing item or reshipped the item. I'll make sure this get cleared up once you respond. 

   

   

  Thanks

  Eugene 

• Initial Complaint

  Date:01/19/2023

  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.

  My custom Converse order was accidentally ordered to the wrong shipping address (due to autofill from ApplePay). I contacted Converse customer service by phone a few minutes after placing the order incorrectly to cancel/correct the order. They informed me they requested for the order to be cancelled. A few days later, I reached back out using their Chat with **************** feature to request cancellation again and they stated it would take up to 72 hours to cancel the order. A few days later, I received a notification that the order was shipped, so I contacted customer service for the third time and was told that the order could no longer be cancelled and that I would have to wait for the package to be delivered to request a refund for the package being delivered to the wrong address. According to *** tracking, the package was delivered to the incorrect address today, so I reached out to Converse customer service for the fourth time to no avail. They simply told me they could not request to issue a refund until 24 hours after the package had been delivered. Each time I contacted customer service, no resolution was reached and I was told different things. I had explicitly asked twice for the order to be cancelled and have now requested a refund twice to no avail.

  Business Response

  Date: 01/20/2023

  Hello *****************************,

   

  I apologize for the apple play order issue. I have reached out to the Customer Service team to refund your purchase. You should receive an email no later than the end of the day regrading your refund. 

   

   

  
  Thanks

  ****** 

  Customer Answer

  Date: 01/20/2023

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  *****************************

• Initial Complaint

  Date:12/28/2022

  Type:Sales and Advertising 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 made a purchase, BG2022111042211315090 for $73.75. I have NOT receive my order and the email on the company website is fraudulent. The order was placed through the ******** branch which is still part of CONVERSE. I've reached out to Converse *** and they would NOT help nor were they able to give me a contact number for the ******** BRANCH. I placed this order November 10th of 2022. I have been taken advantage of and CORPORATE is refusing to offer any help. I also informed the company that I would be filing a complaint regarding my order and the lack of help. THE COMPANY IS NOT RESPONDING. So I am filing a fraud complaint against the company.

  Business Response

  Date: 01/06/2023

  Hello *************************,

   

  I apologize for the difficulty you have experienced trying to resolve your issue. The ******** branch of Converse should be able to help. Their customer service phone number is ************. Please reach out to them. If you are still having issues afterward, please reach out to me. We will work on next steps.

   

   

  Thanks, 

  ****** 

• Initial Complaint

  Date:12/26/2022

  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.

  Ordered my Grandaughter converse all star high tops for ***** and they are too big,Went to website as directed no return label included in package, no papers inside and would not allow return label told to call customer service have been calling since this morning, waiting over two hours at a time for an agent to pick up, keeps saying agent will be with you in one minute however no one is picking up.These shoes were bought full price, not on sale,,, I need help ************************* Order # *********

  Business Response

  Date: 01/06/2023

  Hello *************************,

   

  Exchanges requires you to either call in or use our chat to make an exchange. You can return your order without contacting customer service using the link *******************************************************************************;

  I will have our **************** team reach out to you and help process the exchange. They will be reaching out starting on 1/6/23. If you have a specific time, you'd like a call back from us please respond to this message and I'll setup a different call back time for one of our agents to call you. 

   

   

  Thanks,

  Eugene 

• Initial Complaint

  Date:12/08/2022

  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.

  Went on their website to order 2 pairs of shoes for Xmas presents. Fist page that comes up sayssign up for 15% off your next order. I completed all the information required. I received an email that said thanks for creating an account. Youre in. But no promo code. Called the number listed. Waited on hold for 44 minutes, (after receiving numerous messages that an agent would be with me in one minute. When finally connected to an agent, I explained the problem and he said that the promo code did not apply to the shoes I wanted to purchase. I said that the sign up advertisement did not state that there were restrictions on the discount. Asked to speak to a supervisor and waited an additional 8 minutes. The supervisor said he could give me a code for one pair of the shoes but not both. I again stated that the advertisement to sign up for their emails did not list any restrictions. He then gave me a 25 digit code that took a discount on only 1 pair of the shoes. I believe this is false advertisement on their part and wish to report them

  Business Response

  Date: 12/12/2022

  Hello *****************************,

   

   

  I'm passing on your feedback to our internal teams. Thank you for your feedback.

   

   

  Thanks,

  ****** 

  Customer Answer

  Date: 12/12/2022

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******