"I have no idea how this company with such a large recognized name can have such poor systems in place for an enhanced online shopping experience.
First, the shipping time was over 17 days before arriving, even though on tracking site it was slated to arrive 7 days prior.
Second, calling into customer service is essentially a futile endeavour. Called multiple times and waited 30+ minutes, never actually getting through to someone. Once given the option to leave a message for them to call back in the same order of call sequence, I received one call hours later even though I had left 4+ messages with different phone numbers too. Terrible protocol - as if they have only 1 person on staff taking care of all worldwide incoming customer calls.
Third, the boots don't fit our kids so we're having to return them. Sent an email to inquire about the shipping fees process. After 2 days wait, still radio silence. From the website, it seems as though customers are having to pay for return shipping which in this day and age of online shopping, is absolutely unacceptable. Alternatively, we can conveniently return the product at an official Crocs store, NOT a reseller. We live in Vancouver Canada, somewhat of a 'large' city and guess what, the closest store is one province over. Fantastically convenient!
Will never recommend Crocs.ca to ANYBODY.
Great products, terrible site and customer service. A shame really. "
"They shipped to the wrong address. wouldn't help me try to find the package. I tried to stop the package but they told me to read the fine print that said you can't do that after an order is placed....then reminded me that there are no returns or refunds.
THEY are the ones who reverted to my old address because they refused to ship to PO Box. They didnt even think to ask me for an alternate.
Then after a week of trying to locate the package I found that there was an item missing from the box. The agent I spoke to was SO SHORT AND RUDE.
I WILL NEVER SUPPORT THIS COMPANY AGAIN."
" The ship out from the CROC factory was faster with this order than previous ones, BUT why CROC'S uses FEDEX I will never understand! Due to that, this order will take 14-16 days to arrive. The other providers shipping times are 5-6 days MAXIMUM! I know this as a 35-year experience fact!!
Shipping with others is SO much faster and more reliable. From other reviews I read here it seems this is a common complaint. I wonder if CROC with ever figure out how much better their sales would become if they used UPS or even USPS.
I have doubts that CROC management ever hears of these complaints, but in case they do FIND A DIFFERENT SHIPPER OR LOSE THE REST OF YOUR BUSINESS. That is all, you are dismissed."
"Confusion placing my order after a week passed called customer service regarding order was told it never left the warehouse they said they will ship overnight, called back next day was given original tracking number and was told it could take up to 4 additional days for delivery. 1st time customer will not make the same mistake again. How hard is it to ship a 1lb bag of Crocs. Amazon ships mosts orders in 2 days very slow shipping and less than standard and most of all being honest regarding the whole process. All in all order was cancelled. I regret giving them my credit card #. I will stick with Amazon….."
"I ordered a pair of crocs in Size 8. They were not the same length even though they both say size 8!
I called customer service and they said I have to pay for shipping to return them in order to be issued a refund."
"Crocs.com shipping takes forever (16 days!!!) instead of 3-5 as states when ordered. You should order month ahead of time! Horrible!!!"
"My order was cancelled in error twice by representatives. In the end, I was notified by email days later that the color sandals that I ordered with the assistance of the phone rep, were not available. Instead of allowing for a change in color they simply canceled the order and made no effort to rectify. I won't even go into detail about how I remained on the phone for over 60 minutes and was never attended to when I called in on more than one occasion. Horrible customer service.
"
"WHERE ARE MY CROCS .. not trying to be impatient but 2 months really "
"cancelled order, NO notice."
"I waited 50 minutes on the phone to speak with a customer representative. The music was horrendous and was interrupted every 15 seconds or so to tell me someone would be with me very soon. Right.
When I finally spoke with a real person, she could not give me the dimensions of one of their shoes. Helpful?
Right.
Then, I went online to use live chat to ask a question about my return, and I went from caller #58 in the queue to #30 in 30 minutes. Periodically during my phone call, the recording also suggested I go online for a live chat for quicker service. Right.
The email with my RMA information contained a link to supposedly reprint my packing slip and a return label. (My original package did not contain a packing slip. Right.) The link did not open a page that was printable and did not contain the return address. Helpful? Right.
Once I get my replacement Crocs, I will never order from them again. Unsarcastically: Right."
"My first experience with them is when I ordered something and it took 2 weeks for me to get it, and I even spoke to the manager and it's standard. They were not even empathetic or anything. He stood by his ground saying there were absolutely no fault in the process. I didn't even get a shipping confirmation until after a week."
"Terrible customer service: I should say no customer service. Took forever to ship. No communication from the company about the delay. Won't answer email. On hold forever on the phone--eventually hung up. Why would such a big company with a good product conduct their business like this?? I guess they don't care about staying in business. Won't ever buy from the website again."
"Not a good company, ordered online during their 50% off sale, paid using PayPAL.
I never received my shoes, despite the payment going through to CROCS.
When I disputed the sale through PayPAL CROCS contacted me and said that the sale had failed] at their end/technical issue. I asked for this to be rectified and to still receive the shoes, after-all the sale was complete including payment.
CROCS did not respond to this enquiry instead just issued me a PayPAL refund and told me to buy the shoes again online, don't think so CROCS, the shoes are back to 100% price online now.
Seems like a good way to get out of having oversold stock they didn't really have during pre christmas online sales.
Bad company with very bad service, did not respond to my email asking for them to explain why they cancelled a sale post completion of transaction. Disappointed as I like to wear these shoes at work but like to buy them on sale. "
"Order took 2 weeks to ship for no apparent reason. Now I've returned one of the items and it's been 2 weeks and no credit to my card. I should have just used Amazon. Avoid!!!"
"I'm from Louisiana and drove over an hour to the Croc store in Mississippi with my 3 boys JUST TO GET SHOES THEY WANT! Wants we got there they had all 3 colors my boys wanted, just not the size of the one child that is crazy about a particular green! The lady said she can order it online and will arrive in a week. They came in today 6/24/16. WRONG COLOR. No promble..I guess. Till I called the wonderful C.S. Just for them to tell me the color I want is not in the system. I told her.. It's in the store. She then said "if it's not in the system there's nothing she can do." So then "still wasting my time" I called the store back where I purchased them from, only for the lady Jacqueline #115 who sold me the shoes that was supposed to be VOLT GREEN to tell me they are discontinued. So I asked if she can look up another store to see if they have them?...she said their system doesn't do that for me to call CS back...REALLY!!! So then I called C.S. Back AGAIN to see if they can look in their system for this shoe and of course there system doesn't do that either and "I" would have to call all the stores. SERIOUSLY!!!!!
I worked retail for years where u can go into the computer to look up other stores to find what that customer needs and TRY TO MAKE THEM HAPPY! .. You mean to tell me CROCS STORES can't do that?!?! You just lost a 12 year customer. Very Disappointed "