Crocs Customer Service Issues

I had an extremely disappointing customer service encounter today over the phone with one of your representatives on 7/19/[redacted]. The issue arose when YOUR system rejected the billing address I provided. Despite knowing my address perfectly well (I've lived there for 30 years), I eventually resorted to checking an envelope from my bank, which matched what I had entered except in all capital letters on the envelope. Earlier in the day, I had used this same address to place an order on another website without any issues. My frustration led me to call customer support, and unfortunately, the conversation only deteriorated from there. The representative, who did not introduce herself (I usually jot down names for gratitude later on), firmly asserted that I had input the incorrect address and “OBVIOUSLY” made a mistake. She adopted a lecturing tone and placed full blame on me for the error. Her only proposed solution was for me to contact my bank to confirm the address they had on file for me, wait 48 hours, and then attempt the transaction again. Throughout our interaction, I remained composed, but her impolite and apathetic demeanor was not what I anticipated. While she may have been experiencing a rough day, it should have been left outside the workplace. Upon requesting to speak with a supervisor, she denied my appeal, stating that no supervisors were available. Reminiscing about my retail days forty years ago, my training emphasized three key principles that this customer service representative seems to require: 1) The customer is always right (even in cases where they are not, such as mine); 2) There exists a resolution to every issue that will leave the customer satisfied (for example, assuring me that I could purchase the shoes at the sale price after the 48-hour wait, or providing me with a discount code); 3) In circumstances where the customer remains dissatisfied (clearly on the verge of tears in my situation), escalate the matter to a higher authority. This staff member likely cost your company a sale today and potentially a customer. How many more customers will you lose in this manner? During my time in retail, it was conveyed that, on average, a disgruntled customer would share their negative experience with ten other individuals, whereas a pleased customer might inform three others. This was before the advent of technology making it feasible for people to reach vast audiences instantaneously. I believe Crocs must reassess its customer service approach, as otherwise, customers will seek out alternative, more amiable and accommodating shopping destinations.

I received three pairs of men's crocs instead of my two pairs of ladies' crocs order. I returned the incorrect items with the provided RMA label but didn't get a receipt or any paperwork from the shipment. I've tried contacting customer service multiple times but was informed that without confirmation of the return at the warehouse, there's nothing they can do. I feel frustrated as I am now without my correct order and out the money I paid. I needed the crocs due to recent ankle/foot surgery, and they are the only comfortable shoes for me right now. It seems there might have been a mix-up with another customer's order, which is adding to the confusion.

I placed an order on 12/4 for 3 pairs of Blitzen 3 clogs, and I paid an additional $14.99 for 2-day shipping. The order was delivered on 12/10, but one pair was missing. The delivery notification wrongly said "cancelled" without any prior notice of stock issues. After trying to contact customer service via phone and online chat, I was finally informed that the item was out of stock. Despite the inconvenience, they offered to reorder with free overnight shipping and a promise of a free pair of Crocs if not received on time. However, I never received a shipping confirmation for the Men's Blitzen 3 black size 11. I found the customer service experience disappointing and unprofessional. This was meant to be a Christmas gift, and the lack of communication about the stock issue is frustrating. I will escalate this matter to a senior executive to ensure they are aware of the poor service provided by the company.

Mrs. Chong, [redacted] Taman Perling, Malaysia 4th February [redacted] CROCS Malaysia, G25 Jalan PJU 7/2, [redacted] Petaling Jaya Subject: Complaint Regarding Poor Service Experience Dear Management, I have been a loyal customer of Crocs for several years and have always enjoyed great service at your stores, which is why I was surprised and disappointed by the poor service I received at your Johor Bahru AEON Bukit Indah branch on 4th February [redacted]. While shopping with my family for Chinese New Year, the staff ignored us, and when I attempted to reach a pair of shoes myself due to lack of assistance, a staff member spoke rudely to me in front of other customers. This sort of disrespectful service is unacceptable. The staff member in question was a Malay lady in a black jacket. I felt insulted by her behavior, and I believe she needs customer service training to improve her conduct towards customers. I expect better treatment and respect as a customer. I hope this issue will be addressed promptly to uphold your company's reputation for good service. I also demand an apology and explanation for the mistreatment. Without a resolution, I will have to reconsider my patronage and share my experience with others. Thank you for addressing this matter promptly. Sincerely, [Initials]

Mrs. Chong, 35 Jalan Indah 11/2, Taman Bukit Indah [redacted], Johor Bahru Malaysia February 4, [redacted] CROCS Malaysia G25 Jalan PJU 7/2, [redacted] Petaling Jaya Complaint Regarding Poor Customer Service Dear Management, I have been a loyal customer of Crocs for several years and have always appreciated the great service provided at your stores, which is the main reason I continue to shop with you. However, on February 4, [redacted], I experienced extremely disappointing service at your Johor Bahru AEON Bukit Indah store. The staff member's rude attitude and lack of assistance were simply unacceptable. During a recent shopping trip with my family for Chinese New Year, I encountered a high level of disrespect from a staff member who refused to assist me and made derogatory comments when I tried to retrieve a shoe myself. This behavior left me feeling insulted and unappreciated as a customer. I believe that such poor service does not align with the reputation of Crocs as a company that values its customers. I urge you to address this issue promptly to ensure that other customers do not endure the same treatment. A lack of respect and professionalism like this should not be tolerated in a customer-facing role. I request an official apology and an explanation for the mistreatment I experienced. Without a satisfactory resolution, I will have no choice but to take my business elsewhere and share my negative experience with others. Thank you for your attention to this matter. Yours sincerely, Mrs. Chong

Hello, I purchased a pair of Crocs slippers for my son six months ago. Two days ago, I noticed they had shrunk, making them unwearable for my son. I bought them from a store in Qatar. It's surprising because another pair we have, which is pink and was bought in the US two years ago, hasn't changed at all. The pink pair remains unaffected by the sun, while the black pair shrank after being in the sun for just one day. I am puzzled about why there is a difference in quality between the Crocs bought in Qatar and those bought in the US. I paid [redacted] Qatari Rials for them, and it's disappointing that they are now unusable after only six months. I chose Crocs due to their reputation for good quality, so this is unexpected. I would appreciate any guidance on what I can do next. Best regards, N. Hamidi

I contacted Crocs on May 28, [redacted], regarding a size discrepancy in my recent order. My [redacted] Specialist Vent W9 fit perfectly, while my [redacted] Classic Clog W9 is half an inch shorter, making them uncomfortable to wear. I expected consistency in sizing, as both are labeled "Roomy Our most generous, roomy fit". I have requested replacement clogs in the correct size without additional return shipping costs. Crocs responded stating delays due to high demand and provided instructions for canceling orders. I have yet to receive further communication from Crocs. Thank you.

I am currently on hold on the phone and have been for a long time, so I thought I would try reaching out here as well. One of the pairs of Crocs I received is not the one I ordered. The incorrect shoe is a WALU Canvas Loafer for Women in Size 9, which is heavy and I have not even taken it out of the package. The other pair, Baya BLACK in Size M5W7, is the correct one. I am reluctant to pay for return postage for the wrong shoe. My name is Patti Alexakis, and my order number is [redacted]2CUS with S1# [redacted]. Please send the correct shoe to me without any additional charges and provide a prepaid mailing label for the return of the wrong shoe. You can reach me by email at [redacted] Your prompt attention to this matter is appreciated. Thank you.

I bought a pair of Crocs with my debit card two days ago, but they were not the right size for my brother. Unfortunately, he didn't like them either. I threw away the receipt after getting home. The manager I spoke to was not understanding and refused to help me return the item. I'm a regular customer at this store and just wanted to be treated with respect. I would like a refund, but the manager claimed there was no proof of purchase. I have the card I used to pay and the associate who helped me is currently in the store. However, I'm being told there's nothing that can be done. I'm at the Herald Square location in NYC and would appreciate assistance in finding my transaction. I find this process unnecessarily complicated.

I went to the Sawgrass Mills Crocs store on July 10, [redacted], and purchased three pairs of Crocs with jibbits at 3:03 pm. Camila assisted me in-store, and the manager told me we could wear the Crocs around the mall and return them for a refund if we weren't satisfied. Two days later, a different manager (J.R.Price) said I couldn't return the shoes as they were considered used. Despite being told to contact customer service, I ended up speaking with retail support after being placed on hold for 20 minutes. Even after multiple attempts to follow up, I was left with an unresolved issue surrounding the return policy.

I placed an order on December 2, [redacted]. I am still waiting for information on the processing and delivery of my order. I have attempted to contact customer service multiple times, but the call either disconnects or there is a message stating that calls are not being accepted. I have also tried to cancel my order due to the poor customer service experience, but I have been unable to do so. I require a prompt resolution to this issue, or I will have to escalate it further. Thank you.

I have previously sent an email without receiving a response. I attempted to call but was on hold for over an hour. During the Black Friday sale, I bought a pair of Crocs, and my card was charged. However, I have not received any order confirmation or updates. This lack of communication is frustrating and worrying. Please contact me promptly. I am eager to receive my order number and track my purchase. Thank you.

I placed an order on December 1st for my daughter's birthday gifts, allowing two weeks for delivery due to the holiday season. Unfortunately, I am about to leave town on Monday without the gifts, and I am incredibly frustrated with the poor customer service from this company. I have been unable to cancel my order, receive a response, or even get through to anyone on the phone. I urgently need the items to be shipped today, or I will have to take further action by disputing the charges with my bank.

In November, I placed an order for a pair of kids' Crocs with order number [redacted]0CUS. Unfortunately, the size was too small. I attempted to contact customer service, but no one answered the phone. There were no return label or instructions included. I decided to mail them back to the warehouse address listed on the envelope along with a note requesting a refund. My credit card was eventually refunded $34.99. A few days later, I ordered another pair but did not receive any confirmation for that order. I am currently very disappointed with this company. Every time I call customer service, I am put on hold with just music playing, and despite my efforts, I have not been able to speak with anyone to resolve these issues.

I have already explained my issue and the desired solution. I request that you improve your customer service phone support system. Despite trying to contact you at various times, I have never been able to speak with a representative. The endless loop of music without any indication of when my call will be answered is frustrating. My shoes were returned by the post office two weeks ago. I had to pay $34.99 for the return shipping as they did not fit. It would be helpful to include a return label or instructions with the orders to avoid such inconveniences. I feel I am now at a loss financially due to these issues. My name is Lori Coleman, and my contact details are mentioned. I would greatly appreciate a prompt resolution to this matter.

Hello, I'm Assad H., residing in Dubai and turning sixteen. Writing to seek sponsorship from Crocs sounds like a valuable opportunity. As someone who has cherished wearing Crocs since childhood, I see the potential benefits for both Crocs and myself. My loyalty to Crocs is steeped in the comfort, longevity, and happy memories they evoke. Reflecting on my first pair, Buzz-lighter themed with flashing lights, reminds me of carefree times. Noticing fewer teens wearing Crocs, I feel I can introduce the brand to my demographic effectively. I propose modeling for Crocs as an authentic representation. You can view snapshots on my Instagram @asik_333. Promoting Crocs on my social media seems like a promising initiative. Receiving four pairs of clogs annually, one for each season, would be ideal. I eagerly await a positive response to this email, confident that a partnership with Crocs would be mutually advantageous.

I am extremely upset with this company. I have sent several emails about my order but have not received any responses. I placed my order weeks ago with the expectation of receiving it within 4-7 business days. However, it has been weeks and my order is still showing as processing, unable to be tracked most likely due to lack of processing on your end. These are gifts for Christmas and I urgently need them now. It is frustrating to have spent my hard-earned money, given a specific delivery date, and yet not received my time-sensitive products. The lack of response to my emails led me to try calling your customer service line listed on the website, only to find it is out of service. What kind of company operates like this? I paid you for my orders, have not received them, and have not heard back from you. I demand a prompt response or I will need to take legal action. I am fed up with this situation.

I made a purchase on December 2nd, and it hasn't been shipped or processed yet. I need it by Thursday, which is in 3 days. It's frustrating as it's been 2 weeks since I placed the order. Order Number: [redacted]6CUS In addition to this, I haven't been able to reach anyone from customer service. This is my first time ordering from this company, and I am extremely disappointed. Please contact me urgently at [redacted].

I'm concerned my package was delivered to the wrong address at [redacted] Shepherd Mountain Cove, San Marcos, TX, instead of [redacted] Shepherd Mountain Cove, Austin, TX [redacted]. I did not receive any notification about the return. This delay may cause me to not receive my items on time for Christmas. I urgently need them by Monday. I am unsure why I wasn't informed about the issue to allow me to redirect the delivery correctly. My order number is [redacted]4CUS.

I recently returned my order#[redacted]6CUS due to sizing issues. The black pair was too tight, squeezing my toes out of the holes. When requesting a return for a size 10 and trying the second pair, I found it lacking support. Consequently, I added the Isabella T-strap bronze sandals to the return. However, only credit for the black pair was received, leaving me concerned as I returned both pairs in the same package. While I thought the issue was resolved, I received an email stating the bronze sandals were not returned, although I did return them together. It seems there was a misunderstanding, and I hope this can be rectified soon as it's hindering me from placing a new order. I'm eager to hear when this issue will be resolved to clear up the credit adjustment matter. Thank you - RL