1/5

posted Dec-07-2011

This is a letter I had to send to their PR department. No response yet.

Hi,

I am contacting you because customer service has completely failed - and I don't know where to turn. In fact, they have managed to anger a regular Crocs family.

On Nov 24th I sat down with my wife and daughter to buy some more Crocs (we have over 100 pairs already). It was a bit complex as there were coupons, etc. We added some shoes, changed our minds a few times and then some shoes in our cart became unavailable - so we had to choose something else. We finally arrived at a decision.

The total came to $45 for 5 pairs of shoes. This didn't seem unusual to us as we have purchased most of our Crocs during sales or from the Outlet on Crocs.com. I then saved the order as a PDF (I always do this to protect myself). In the end the total was more than $45 as sales tax needs to be added in and is dependent on the shipping location. I clicked the order through and received an email receipt. The receipt says a total of $51.35.

A few days later we received the order. Some were given as gifts. Not another thought.

Then today I notice Crocs charged my account for $76.34. At first I thought my wife made another order. I checked my bank records and there wasn't a charge for the first order made on Nov 24th.

So I call up Crocs. I explained the charge discrepancy to the CS person. She put me on hold several times and then came back and said they made a mistake and the total should have been $76.34 and that they won't refund the difference. We went back and forth for a while. She then put me through to a 'supervisor'. She was equally insulting - and droned on about how accounting made errors and said "You received 5 pairs of shoes, didn't you? Then you have to pay for them...You don't expect free shoes, do you?" - or something along those lines.

I couldn't believe what I was hearing. She did offer to take the one pair of shoes back and would send out out a box to pick them up. In the end I couldn't stand it anymore and let he have it (sorry, but everyone has their limits).

I can't believe an established company like Crocs would have such poor customer service. Did I do something wrong? Am I responsible for Crocs web server or accounting department? Am I supposed to be an expert in Crocs coupons and should have known Crocs my total should have been higher?

Now Crocs has wasted more than a few hours of my time. I want my refund. In fact I think the entire order should be free at this point. My time is worth much more than $25 an hour.

Crocs is a brand. The brand is supposed to have integrity.

Kind Regards,

"John Smith"

PS - I logged on to my account and the order still shows $51.35.

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