ComplaintsforECCO USA Inc.

Wholesale Shoes

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Initial Complaint
04/02/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
In February, after the soles of my ECCO oxfords inexplicably disintegrated, I did some research and found that some models have suffered from hydrolysis--premature disintegration of the polyurethane. I also found many kind notes online from ECCO customer service replying to ********************** complaints about the exact same problem I had with this and another pair of ECCO shoes. So I wrote a complete letter of explanation, boxed up what remained of the shoes and shipped them to ECCO. The company sent them back to me with a form letter saying they do not satisfy the terms of its warranty. I was very disappointed to receive this treatment as a customer. **** spent money shipping me unusable shoes that fell apart many years before their time with no compensation or word of explanation. ECCO should take responsibility for a defective product that had very little wear and would have lasted for many years to come were it not for the bad rubber. The letter the company sent me was addressed to "Valued Customer." I have been a loyal and frequent ECCO customer for years, but at this point I do not feel valued.ECCO should offer me the same compensation the company offered many other customers in my situation for my two pairs of shoes for which I paid a lot of money and received well short of full enjoyment.
Business response
04/02/2024
The Men's Business Comfort shoes (item 035624-00101, size 42) sent in for warranty are pretty close to 16/17 years old and they have not been available in the **** line for many years. Our warranty policy has changed as of 01/01/2024 and anything purchased beyond the one year is no longer be covered. When the shoes were brand new, the items original suggested retail for them was approximately $110.00. We are very sorry, but the most that can be offered for shoes this old would be a 20% discount code off of a new pair of **** shoes.
Kind Regards,
***
**** Customer Service
Customer response
04/02/2024

Complaint: 21517488

I do not accept the business's response as a resolution to my complaint. *** writes that the shoes (item 035624-00101) are at least ***** years old, which is false. I bought them just before the pandemic at an ECCO outlet store in ********, ********** and barely wore them during the pandemic for obvious reasons. I'm sorry to hear the return policy changed as of January 1st. It seems unfair that if I had pulled out these shoes out of my closet and discovered they were defective in December, rather than February, they would have been covered. But in any case, I don't appreciate the suggestion that I misrepresented when I bought the shoes. And I see that the same shoes are still available widely across the Internet, including here on Zappos:
*********************************************************************************************************************************************************&utm_term=_o_52463986&utm_content=_g_143774771221_w_pla-1966459745443_l_Cj0KCQjw2a6wBhCVARIsABPeH1uNW2ATxH0YqA0SCqITiM4-EkOrOxBjV4TjekqlkvmARWvSgYZAs_caAhzoEALw_wcB&gclid=Cj0KCQjw2a6wBhCVARIsABPeH1uNW2ATxH0YqA0SCqITiM4-EkOrOxBjV4TjekqlkvmARWvSgYZAs_caAhzoEALw_wcB
It's possible customer service mistook my shoes for a different model. I bought them in late 2019.
I appreciate the offer of a discount on another pair, but feel a more generous discount would be appropriate under these circumstances.
Sincerely,
***********************
Business response
04/03/2024
The 20% discount is the most that we can offer for the item that was returned and denied. The style number was in the shoes, our warranty team is able to identify with this. The shoes displayed in the link provided in your reply are the Mens ******** 2.0 which are a much newer item. If you change your mind, I would be more than happy to provide the discount.

Kind ****************************************
Customer response
04/04/2024

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.
I still am puzzled by the dating you indicated on the shoes, as I bought them nowhere near 16 years ago. As I said, I bought them in 2019. Maybe ECCO outlets stocked old-model shoes? I don't know.
I am disappointed in ECCO's response, but it seems there is no budging beyond the 20%-off coupon, so I will accept that.
Thank you for responding to my inquiry.
Sincerely,

***********************
Initial Complaint
03/19/2024
Complaint Type:
Service or Repair Issues
Status:
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.
I purchased three paits of Ecco golf shoes from carls golfland in **************** **.probably the fall before ***** hit but it could have been after covid but i hsd a hip replaced and didnt play golf for an entire season 2 years ago. I have three pairs of ecco gokf shoes i bought or receuved as gifts at least 15 years ago and they are still perfect but these last three pairs all had the soles either completely fall off the shoes or the ine remining pair the sole is starting to disintergrate. These shoes were not abused in any manner and were never worn in wet weather. I contacted Ecco only after this last incidence because i had enough of this poor quality. These are not inexpensive shoes. I have many pairs og golf shoes and mi golf season is limited due to westher so its not that i wore eccos every time i played Ecco reverted thst their warranty is one year. I pointed out the article on line concerning the complaints about the soles disinteregrating in which ecco customer service advised to contact them with any complaints despite the one year warranty. Ecco customer service reverted again stating their warranty us ine year. They do not stand behind their product even knowing full well their shoes have an inherent flaw. My contention is if yiouwant to sell at least charge for ********** over $120 a pair on sale. Horrible customer service. They make it iobvious they just dont care . I have my emsil rxchsnges if you need them. Teo pairs were thrown in the trash at the golf course. I had to duct tape the sole to my shoe while playing with **** colleagues. Imsgine the embarrassment. The other pair was thrown out when one **** came completeky off and i had to run to my car to get my running shoes on to finish the round. I just want them to give me a pair to replace the ones that felt apart last week. The entire sole flaps when i walk. My friend i wss playing with said what is that noise when you walk? My third pair falling apart!
Business response
03/19/2024
Good Afternoon,
Our Warranty Program was updated in January of 2024 to accept warranty claims of shoes that were purchased within the last year. Unfortunately, your shoes are outside of our warranty timeframe, and we are unable to accept your claim. On March 14th, one of our **************** associates sent you a 20% off promotional code as a courtesy. This code can be used on us.ecco.com towards a replacement pair of shoes.

Best Regards,
*******
****************
Initial Complaint
03/06/2024
Complaint Type:
Service or Repair Issues
Status:
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.
Purchase 2 pairs of shoes on their we site with 2 separate transactions. 1st pair showed up in 4 days, but were all scuffed up and appear to be used shoes. 2nd pair has yet to arrive and with no ETA 11 days later. Emailed customer service and they have provided zero response or acknowledgment. No phone number to call.
Business response
03/06/2024
We are very for the delay in responding to your email, but I can see there was a reply sent today. A prepaid return label was issued for the pair received in less than perfect condition and the tracking was sent on the additional item. Please be sure to check your email for an update.
Kind Regards,
ECCO Customer Service
Initial Complaint
03/06/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
We were having an issue with ECCO shoes. Once I filed a complaint with the BBB the company reached out and offered us a credit for a new pair of shoes valued at up to $190 or the option of a several discount coupons. We chose the credit for the new pair of shoes. I never received the code for the credit and they have stopped replying to my emails. I just want the credit they promised us in the attached email thread. I have reached out repeatedly with no response from ECCO.
Business response
03/07/2024
We are very sorry the email with the code was not received. We forwarded the code w/conditions today in the original case ********. Thank you for your patience.
Kind Regards
ECCO Customer Service
Customer response
03/08/2024

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
03/06/2024
Complaint Type:
Product Issues
Status:
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.
I bought these shoes from the official ECCO.US website for almost $80 about 10 days ago. They have obvious signs of use; the surface of the shoes is dirty, and the shoebox is damaged. When I contacted customer service, they replied that I would have to bear the shipping cost for returning them. I've already spent money, hoping to purchase a satisfactory product. However, the current situation is that the product is dirty, and I'll have to pay to return it. I hope the company takes this matter seriously and sincerely resolves it by providing a prepaid shipping label.
Business response
03/06/2024
We are very sorry the shoes were received in the condition they were. From the photos shared in case ******51, the box shows signs of damage and we can see there are imperfection in the shoes. We will have UPS forward a prepaid return label to ship the shoes back for a refund.
Kind Regards,
ECCO Customer Service
Initial Complaint
02/20/2024
Complaint Type:
Service or Repair Issues
Status:
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.
spiked golf shoes tearing up golf GREENS WHEN I PLAY GOLF.... CAN'T PLAY ANYMORE WITH OLDER PARTNER
Customer response
02/21/2024
They ECCO HAS THEM AT THERE HEADQUARTERS
Quality control or BAD design. Spikes to close to the heel of the golf shoe !!! In my opinion ?? VERY COMFORTABLE SHOE!!! THIS is MY FITH PAIR OF THERE GOLF SHOES ALWAYS BOUGHT SPIKELESS before this. CAN SENT PICTURES OF REALLY OLD ONES ?? 73 years old retired firefighter ??????? from San Francisco any help much appreciated. HORRIBLE CUSTOMER SERVICE……. CHANGED BIG TIME FROM YEARS AGO.
******* *********
Business response
02/21/2024
Dear *******,
We are very sorry to hear that your Golf Shoes are tearing up the greens. The shoes have spikes, which is going to help with traction and securing your foot while playing golf. We can see that you have reached out to our Customer Service Team, and they have explained that there is nothing wrong with the shoes. They are not defective and cannot be returned. We are very sorry for any inconvenience caused.
Kind Regards,
Melissa
Customer Service
Initial Complaint
02/20/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a pair of the leather sneakers in Taupe and they arrived with missing parts. There were no inner soles. I contacted the company and asked them to send me the missing inner soles and they said I could return them. I had to pay $20 to ship them back. I am unhappy that I had to pay to ship something back that had missing parts. The company has emailed me but just keeps telling me they don’t pay for shoes to be returned.
Business response
02/20/2024
Hello *****,
I am very sorry to hear that the shoes were received without insoles. I can see that a prepaid return label was offered via chat in case ******** by one of our ECCO representatives as your return shipping should not have been out of pocket. If the item has been shipped back, I would be more than happy to process the manual return for you. If you did pay separately for the return shipping, this is unfortunately non refundable as a label was provided. Please provide the return tracking number used to ship the item back and if they are in transit, I will process the refund.
Kind Regards,
Tim
ECCO Customer Service
Initial Complaint
01/30/2024
Complaint Type:
Product Issues
Status:
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.
?I have purchased ECCO shoes over the years and have been mostly satisfied. However the pair of shoes that I am corresponding about has not held up well. The upper part of the shoe is in perfect condition as well as the insides of the shoes. The soles are cracking and crumbling into pieces. Please see attached photos. I think you will agree with me that this is obviously a defective pair of shoes. I have contacted ECCO directly a couple times but have received no response. I hope that they will respond to BBB.
Business response
01/30/2024
We are very sorry to see this has happened to your shoes. The shoes in the photo are of the Women's Street Strap shoes from the 2007, the suggested retail on them when they were brand new was approximately $110.00 in 2007. Our ECCO limited 1-Year warranty protects you against defects due to manufacturing within 1 calendar year from the date of purchase. As the shoes are 17 years old, the most that we would be able to offer would be a coupon that would apply a discount of 20% off a new pair of shoes. If you would like the discount code, please let us know.
Kind Regards,
Tim
ECCO Customer Service Supervisor
Customer response
01/30/2024

Complaint: ********

I do not accept the business's response as a resolution to my complaint because: I realize that the shoes are not new but they were not used very much. I expect that shoes will show wear when they are worn but not to disintegrate while in my closet. These are the only shoes that I’ve owned that chunks of the sole fall out while being stored (even compared with much cheaper shoes). The composition of the materials you use is faulty. ECCO can provide attractive and comfortable shoes but unless proper materials are used, they will not be satisfactory.

Sincerely,

****** *****
Business response
02/02/2024
I am very sorry to hear you are declining this resolution. Again, the shoes are far too old for warranty consideration and if you change your mind, please feel free to reach out to ECCO directly.
Kind Regards,
Tim
ECCO Customer Service Supervisor
Customer response
02/11/2024

Complaint: *****719

I do not accept the business's response as a resolution to my complaint because: I do not feel like they stand by the quality of their products.

Sincerely,

****** *****
Initial Complaint
01/16/2024
Complaint Type:
Product Issues
Status:
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.
I ordered a pair of shoes in early Dec. from ecco.com. Turns out they were not exactly what i wanted. I returned late Dec and the USPS tracking number indicates they received 12/29. I included all paperwork that came with shoes. No refund as of jan 11. This was an**** transaction charge so they have my name etc , surely a charge is connected to order details in their system .
Business response
01/16/2024
When items are shipped back for a refund, it is stated online and on the return form to allow 2-4 weeks processing time once the item is received at our facility. Also, there are delays expected as the warehouse was closed in observance of holidays and this will impact the processing or returned goods. We will reach out to the returns team and have them try to expedite this return and you will be updated by email once this has been completed. Thank you for your patience and understanding.
Kind Regards,
ECCO Customer Service
Initial Complaint
01/12/2024
Complaint Type:
Product Issues
Status:
Resolved
The complainant verified the issue was resolved to their satisfaction.
On 11/27/2023, I ordered 5 pairs of shoes ($438.70 with free shipping) from Ecco Brand USA website. The shoes arrived and the sizes are marked incorrectly and were way too big. When looking at their website re: returns, they have no phone number available and their chat feature is always disabled (I have looked at various times on several different days over the last month). Their return form requires that I ship all return items back at my own expense. I spent $71.05 to return the items on 12/11/2023. The tracking number states that the box was received at their warehouse on 12/16/2023. The return form states that I should expect a refund in 2-3 weeks. On 12/28/2023, I emailed them to get a status on my return. I received a response on 12/29/2023 stating that I should receive an email regarding the status of my return by 1/8/2024. The email further stated that if I had not heard from them I should reach back out. Today, 1/11/2024, I responded to the email requesting an update. I received a form email back from customer service agent "Stephanie" telling me that I needed to wait 2-3 weeks for processing of all returns. When I emailed back to tell Stephanie that I had already waited and the items had been at their facility since 12/16/2023, she sent me the same form email. I have not gotten an adequate response. Ecco should have provided me with a return shipping label and deduct the $10 from my shipping. Now, I am demanding a response regarding my return, a refund, and reimbursement for the shipping a time that I've had to spend on reporting this issue. I've looked up numerous reviews regarding this brand and they all say the same thing: that Ecco "loses" their return, puts them off, and then refuses reimbursement. This is unacceptable. Please resolve this issue immediately.
Business response
01/16/2024
With regards to returns, it is stated on the return paperwork and on the us.ecco.com website to please allow 2-4 weeks processing time for all refunds. Also, there are delays expected due to facility closures in observance of holidays. We can see however, that a refund of $438.70 was issued back to the original form of payment on 01/12/2024, this should appear within 3-5 business days. We thank you for your patience and hope this appears soon.
Kind Regards,
ECCO Customer Service
Customer response
01/24/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID *******6, and find that this resolution is satisfactory to me. The business did not issue my refund until after they had received this notice; which I find telling. while my issue has been resolved, this business has a number of issues that they need to work on; including the fact that they still do not have a working chat or a phone number to call. Issues such as mine will continue to occur unless they do a better job. They have lost a customer.

Sincerely,

****** ********

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