Crocs.com Complaint - Worst customer service....ever! - crocs "Lidia" shoe

crocs "Lidia" shoe - Complaint

Review by jam8392 on 2010-01-12

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.