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Crocs.com


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Worst customer service....ever!
Posted by Jam8392 on 01/12/2010
I decided to get my wife a pair of crocs for Christmas. They offered me free shipping. Upon receiving the item, the shoe was not true to size, so I wanted to exchange them for a bigger size. Unlike every other online store, Crocs.com does not have an exchange policy. Instead, they do a return, reorder policy. So I go to the website and initiate a return( which I thought would expedite the process and allow me to obtain a refund quickly). Thankfully, they do pay for return shipping, however, it is ground shipping so it takes about 2 weeks to get returned to the warehouse. I then proceeded to order the new pair of shoes, in which I have to pay shipping. Over the next few days, I return to the website to check on my order and notice that they are offering free shipping again. My order still hasn't been shipped, so I called customer service( and was on hold for one hour) to see if I could get an adjustment on shipping since my order was still pending. I was told that they cannot change orders and the only way I could get the adjustment was to order the same product yet again with free shipping, and then return the previous product that I paid shipping for. so that would be 2 returns ($100+) that would be in limbo. It wasn't worth the waiting, so I just ate the shipping cost. So my first return arrived at their warehouse approximately 1.5 weeks after I had sent it. Their website states that "returns will be processed upon receipt in warehouse". So I gave them a few days but still didn't see the credit so I decided to call CS. Again, I was on hold for about 30 minutes before someone answered. Finally, I was told that the return had not been processed and it could take 10 days to process ( plus however long my bank takes), But as a courtesy she would process it right then. almost 2 months since I initially ordered, I am still waiting empty handed, and out 60 bucks. I am thourougly disappointed in how a simple exchange has turned into a 2 month long process. This has been a horrible experience and I will never do business with crocs.com again, regardless of how good their product is.
     
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Posted by Anonymous on 2010-01-12:
Shoes are not always true to size, just as clothes aren't. You might wear a 6 in Nike sneakers, but a 7 in Prada heels for example.
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Buyer Beware
Posted by Andavidesc on 04/23/2011
I bought a pair of inexpensive slip-ons. After about 2 months, the seam began to split. I emailed a picture and explained how long it took for the defective seam to fail. Customer service explained that they "definitely stand behind our product"... for all of 90 days.

Buyer beware and walk carefully.
     
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Posted by Anonymous on 2011-04-23:
I always examine the stitching on shoes prior to purchase.
Posted by momsey on 2011-04-23:
What was the timeline? You said the seam split in two months and they will stand behind the product for 90 days. Were you over the 90 days when you contacted them?
Posted by Anonymous on 2011-04-23:
good review, very helpful..
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Extremely slow shipping time
Posted by Willowtrees on 07/09/2010
Just wanted to let everyone know that there standard shipping is VERY slow. It takes almost two weeks to get your order once it has been place.
     
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Posted by leet60 on 2010-07-09:
Probably should have directed this complaint to the USPS. Crocs.com does offer several delivery options, the "economy" being the slowest via USPS.

From their website: Four shipping options are available through Crocs.com. The first option is economy delivery (delivered via USPS) – processing may take up to 48 hours and delivery can take ten or more business days for delivery in the continental U.S.
Posted by willowtrees on 2010-07-11:
It was shipped FedEx, not USPS
Posted by clarinetqween on 2011-08-30:
Actually it is called FedEx Smartpost. FedEx ships it to your town then hands it over to your local post office for delivery to you. So Willowtrees, you are half right.
Posted by trmn8r on 2011-08-30:
I can't tell from the complaint and replies if SmartPost was used or not.

In my experience however, SmartPost isn't so smart. It can take longer than regular mail, with the package being delivered to some center 100 miles away, and then somehow getting to my local post office.
Posted by Karen Johnson on 2013-07-11:
I ordered two pair of crocs on 5/29. It is now 7/10 and I still have not received my order. I have contacted them and they reshipped (allegedly) on 6/14. Still no shoes! They were very prompt in charging my credit card however and have had my money since 5/29.
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Crocs.com horrible customer service
Posted by Extinctcustomerservice on 12/22/2009
Horrible experience!!!!! I had to place my order 3 times to receive what I wanted. Hopefully this time I will anyway. I talked to a supervisor on the phone and she wouldn't help, worst experience ever. 1st order placed 12/2 was canceled by crocs.com via email 9 days after I received confirmation with no explaination except website processing errors, 2nd order I had to replace on 11th, showed up 10 days later in mens sizes, web site path from womens to blitzen defaulted to mens sizes. Supervisor told me I could replace order, return incorrect sizes and wait 2 months for my credit. So Ive had to place my order yet a 3rd time, pay for it twice, and wait for 2 months to get refunded for my return of the wrong size. Pathetic display of customer service. If My kids didn't want them for "taking the dog out slipons" I wouldn't have bought and would have just sent the products back without reordering. I won't buy again. Shame that a simple apology and a reship overnight couldn't be done. Thats what real professional customer service people do. Help make errors right, not inconvience their customers and blame them, then quote "policies". I say buy generic ones. If it wasn't Christmas and all sizes sold out, Id have purchased generic ones. Just as good.
     
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Posted by goduke on 2009-12-22:
LL Bean has some quite lovely and quite warm "go outside and walk the dog" slippers.
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Stinky
Posted by Dinydeek on 03/26/2008
After hearing good things about Crocs I bought a pair of Crocs relief style shoes.

They are comfortable-However they STINK!!! The website claims they are made of some sort of material that will not make your feet smell-They LIE!!

After wearing them for just a couple days everyones noses started twitching-I slid them off in the car and my family about DIED!!!

So I wrote them. They did not acknowledge much-except I should try bathing the shoes in bleach? So they then go to ask where I bought them-I blocked their punt and confirmed that these were not knock offs they were produced by their company-
The only thing they recommended was I try to return them-That is a CROC of %$hit!

I had to write again to request that my complaint be forwarded to their marketing since their current advertising implies if not comes right out and say that your feet or shoes will not smell

Here is the whole chain-Start at the bottom and work up-

Diane,



I will pass this along to the appropriate person.



If you have any further questions please feel free to contact me directly at 303-848-7114.



Thank you and have a nice day,

Karina
Customer Service Representative


6328 Monarch Park Place
Niwot , Colorado 80503
T 303.848.7114

1-866-306-3179
www.crocs.com

The information contained in this e-mail and any attachments hereto are for the exclusive use of the addressee and may contain confidential, privileged and nondisclosable information. If the recipient of this e-mail is not the addressee, or a person responsible for delivering this e-mail to the addressee, such recipient is strictly prohibited from reading, printing, photocopying, distributing or otherwise using this e-mail or any attachments hereto in any way. If the recipient has received this e-mail in error, please send return e-mail immediately notifying us of your receipt of this e-mail and delete the e-mail from your inbox. Thank you.


Sent: Wednesday, March 26, 2008 4:13 PM
To: Karina Goldberg
Subject: Re: Comments & Feedback



So, will you pass the word to your marketing department that they should change their advertising to make sure their future consumers are not left with the impression that these shoes will not make their feet stink?
This is not an issue with Shoe Buy-this is an issue with your shoes-
Thanks
Diane

----- Original Message ----
From: Karina Goldberg

Sent: Wednesday, March 26, 2008 3:06:08 PM
Subject: RE: Comments & Feedback

Dear Diane,



I would suggest trying to see if Shoebuy will warranty your shoes. I do apologize for the inconvenience.



If you have any further questions please feel free to contact me directly at 303-848-7114.



Thank you and have a nice day,

Karina
Customer Service Representative


6328 Monarch Park Place
Niwot , Colorado 80503
T 303.848.7114

1-866-306-3179
www.crocs.com

The information contained in this e-mail and any attachments hereto are for the exclusive use of the addressee and may contain confidential, privileged and nondisclosable information. If the recipient of this e-mail is not the addressee, or a person responsible for delivering this e-mail to the addressee, such recipient is strictly prohibited from reading, printing, photocopying, distributing or otherwise using this e-mail or any attachments hereto in any way. If the recipient has received this e-mail in error, please send return e-mail immediately notifying us of your receipt of this e-mail and delete the e-mail from your inbox. Thank you.


Sent: Wednesday, March 26, 2008 2:42 PM
To: Karina Goldberg
Subject: Re: Comments & Feedback



www.shoebuy.com and the others from the orthotics shop-both pair had all of the appropriate tags and labels and came with the croc clear plastic shoe bag-they are identical to the labels of I have seen on croc's at nordstroms and other retailers-they are identical to the relief pair my friend has and same logo as my Uncles-I am confident these are not fake.

I am taking this as a loss-I am requesting that you look further at how you market your materials-these would not smell and my feet would not smell if they were 100percent resistant. Your ad doesn't say that but it does imply that-hopefully you can add something to the effect that they are resist to MOST -somehow how include that there is an exception to every rule...

I will go back to other shoe options. It is a shame as they really are very comfortable-you have done well - my feet and calves do feel much better-however the stink is not okay :-)

----- Original Message ----
From: Karina Goldberg

Sent: Wednesday, March 26, 2008 1:30:21 PM
Subject: RE: Comments & Feedback

Dear Diane,



Who did you purchase them from?



If you have any further questions please feel free to contact me directly at 303-848-7114.



Thank you and have a nice day,

Karina
Customer Service Representative


6328 Monarch Park Place
Niwot , Colorado 80503
T 303.848.7114

1-866-306-3179
www.crocs.com

The information contained in this e-mail and any attachments hereto are for the exclusive use of the addressee and may contain confidential, privileged and nondisclosable information. If the recipient of this e-mail is not the addressee, or a person responsible for delivering this e-mail to the addressee, such recipient is strictly prohibited from reading, printing, photocopying, distributing or otherwise using this e-mail or any attachments hereto in any way. If the recipient has received this e-mail in error, please send return e-mail immediately notifying us of your receipt of this e-mail and delete the e-mail from your inbox. Thank you.

F
To: Karina Goldberg
Subject: Re: Comments & Feedback



Yep- that was the first thing I tried, next I stuck them in the freezer for 72 hours-they still smell awful and so do my feet.

Obviously the material is not what it is said to be.

Diane Neuman

----- Original Message ----
From: Karina Goldberg
To: "neumandiane@yahoo.com"
Sent: Wednesday, March 26, 2008 1:13:33 PM
Subject: RE: Comments & Feedback

Dear Diane,



Thank you for your inquiry. I am sorry to hear about your Crocs. Did you clean them before you wore them? I would suggest washing them with water and 10 percent bleach and seeing if it helps. Rinse them really well before you wear them again.



If you have any further questions please feel free to contact me directly at 303-848-7114.



Thank you and have a nice day,

Karina
Customer Service Representative


6328 Monarch Park Place
Niwot , Colorado 80503
T 303.848.7114

1-866-306-3179
www.crocs.com

The information contained in this e-mail and any attachments hereto are for the exclusive use of the addressee and may contain confidential, privileged and nondisclosable information. If the recipient of this e-mail is not the addressee, or a person responsible for delivering this e-mail to the addressee, such recipient is strictly prohibited from reading, printing, photocopying, distributing or otherwise using this e-mail or any attachments hereto in any way. If the recipient has received this e-mail in error, please send return e-mail immediately notifying us of your receipt of this e-mail and delete the e-mail from your inbox. Thank you.


Subject: Comments & Feedback


Comments & Feedback



For a long time I hesitated to purchase crocs-until a friend of my told me how much they helped her foot and leg pain.. So I went out of my way to purchase Crocs relief. two pair at 38.50 a pair. I was so excited. They felt wonderful and have made walking much easier- HOWEVER- My feet and crocs smell HORRIBLE- so your materials are not what you say-honestly I had to wash my feet because of the smell and put the crocs outside- I am horribly disappointed. And hope you change your advertising so someone else is not out 80 bucks- Diane Neuman







     
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Posted by bargod on 2008-03-27:
When will people learn. Shoe-socks=stinky.
Posted by Anonymous on 2008-03-27:
dinkydeek has stinky feet! Sorry, but that sounds too funny!
Posted by DebtorBasher on 2008-03-27:
Aren't those made out of rubber?
There was a report about people getting their feet and toes ripped up in Escalators because of the Crocs shoes getting caught in the steps. One little kid had half his toe cut off and they had to sew it back on. Of course the shoe company claims they are no more dangerous than any other shoe...
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Company is not backing up the Quality of its Product
Posted by Jennibear on 01/15/2008
HARRISBURG, PENNSYLVANIA -- My 3 children all received Mammoth Crocs for Christmas. My 2 youngest (ages 4 and 6) already own the regular crocs and love them. I noticed last night (January 14th) that my oldest son's new crocs have a big hole in the toe. The hole formed where the top and bottom seams of the plastic shoe meet. I know my 8 year old is tough on shoes and clothes but he has only owned them for 3 weeks.

I never had a problem with any of the other shoes so I called Customer Service at Crocs. Now these were purchased thru another retailer, but I have the original receipt. I explained the issue to the CSR. She was very nice until I mentioned that I had thrown them in the washing machine once. Well, her attitude completely changed. "Well, you voided the warranty, there is nothing I can do, sorry." I explained that they had been covered in mudd and I was unable to get the fuzzy inserts out so I put them in gentle cycle, cold by themselves and let them air dry. "The warranty was voided, you should have called us for washing instructions", was all she would say in a very curt manner.

I asked to speak with a supervisor. He too was quick to say, "You voided the warranty, there is nothing I can do" I did argue that these shoes get wet ALL the time, puddles, rain, ponds, ocean salt water! I was carefull to keep them from heat. Besides, the bottom line is that there is definitely a manufacturing problem with this paricular pair, come on, they have ripped at the seams after being owned for 3 weeks. I really feel that this company should back up this product.

Well, unfortunately, because I was honest and mentioned the washing machine, I am out of luck. I will not purchase this product ever again. When a pair of shoes (plastic shoes mind you) costs $30.00 they should last longer than 3 weeks, and if they don't the company should take some measure to back up their product.

I truly believe that this is not a regular occurrence with this product, but I also believe that my son's shoes should be replaced because there is an obvioud flaw with this particular pair.
     
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Posted by Anonymous on 2008-01-15:
Crocs are ugly anyway
Posted by chris513 on 2008-01-15:
What a crock!
Posted by Anonymous on 2008-01-15:
Oh Chris, you are quick with the one-liners!
Posted by jktshff1 on 2008-01-15:
love my crocs,
the kid must be growing pretty fast!
Posted by spiderman2 on 2008-01-15:
Right on their website there are cleaning instructions. There is even a section on the fleece lined ones.
http://www.crocs.com/contact_us/faqs/
It states not to put them in the washer or dishwasher.
Posted by Crown Jules on 2008-01-16:
I know this has nothing to do with construction or quality, but I have to say that Crocs are just about the fugliest shoes ever put on God's green earth. However, aren't they made of rubber or plastic or something? Couldn't they have been cleaned with a damp cloth or sponge?

Posted by Justusryan on 2008-01-18:
Crocs are a girl's shoe anyway.
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Crocs Islander shoes
Posted by Miamimel on 07/19/2007
I purchased a pair of Crocs Islanders last October in Las Vegas. This style is fully enclosed and has laced. Two days after the purchase I broke the lace. After contacting the company MULTIPLE times, they have still not resolved the problem. Their customer service STINKS!
     
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Posted by Anonymous on 2007-07-19:
I have had enough of Crocs Islander Shoes! Who among you reading these words is not moved to take up arms against the bloodthirsty weirdos running this company. You might object to my call for coercion, intimidation and violence but bear in mind that if Crocs Islander Shoes dealt honestly and in good faith with the public such a call would not be needed. The bottom line is that I have put this before the membership, without any gain to myself, because I care.
Posted by One-Eyed Willie on 2007-07-19:
Lead the charge Stew, we're behind you. Wait! my shoelace just broke. Go on without me. Save yourself. Fight on in my memory.
Posted by Anonymous on 2007-07-19:
A human being should be able to change a diaper, plan an invasion, butcher a hog, conn a shp, design a building, write a sonnet, balance accounts, build a wall, set a bone, comfort the dying, take orders, give orders, cooperate, act alone, solve equations, analyze a new problem, pitch manure, program a computer, cook a tasty meal, fight efficiently, die gallantly. Specialization is for insects.

—Lazarus Long
Posted by Anonymous on 2007-07-19:
One-eyed Willie you will not be forgotten.
Posted by Anonymous on 2007-07-19:
lol One eyed
Posted by Anonymous on 2007-07-19:
Posted by Starlord on 2007-07-19:
What are you contacting the comapny for? Do you think the company is responsible for replacing the shoe laces? I have never even considered contacting the company that made my shoes because the laces broke.
Posted by PAYPAL STOOL on 2007-07-19:
You held off that long for shoe laces? Take your lazy ass to walmart and buy some laces and stop whining.
Posted by miamimel on 2007-08-09:
The laces cannot be replaced because they are threaded through the shoe!!! They have to be replaced by the company. Stupid Paypal stool moron. They are not like normal laces. I offered to pay for the freakin things, just so they match the shoes. For $50 that is not too much to ask.
Posted by jktshff1 on 2007-08-19:
miam "Two days after the purchase I broke the lace." If they were defective, you should have taken them back to where you purchased them..oops, probably left Vegas..check with you local croc supplier to see if they can help.
Seems kinda funny though..In all my years, I have never had a shoelace break until at least a year or two.
I really like my Crocs
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