Crocs, Inc.

Dear Chander ***, Hello my name is Alexis ***, and I want to first thank you for your feedbackWe are very sorry that this has occurred, and I would be more than happy to assist you.If you could please provide pictures of the shoes, along with your proof of purchase and email them to:
al***@crocs.com we can set up a Warranty Case and get you a replacement pair. Please contact me directly for any questions or concerns. Sincerely, Alexis ***Call Center Data Analyst*** crocs

From* *** *** *** *** Sent: Thursday, April 21, 4:PM To: Stephanie Sudduth Subject: Crocs Good afternoon Stephanie, I just left you a voicemail about ID ***. My co-worked *** *** received a letter from you about this complaint
and wanted me to let your business know that the customer has been taken care of. I’ve never received a letter like the one you sent, it’s normally just an email, so I’m unfamiliar about how to let you know this matter is resolved. Can you assist please? This is for customer *** ** *** In Virginia Let me know if you have any questions. Thank you in advance for your help Stephanie kevin westerwick call center production manager east dry creek parkway niwot, co office | www.crocs.com | #findyourfun

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ***

Dear ***,Thank you for contacting Crocs via the Revdex.com website. Firstly I'd like to sincerely apologize for the delay in getting your refund! I completely understand your frustration and it's 100% valid. I can confirm that the balance was refunded to you today.
You will have an email in your inbox now. Unfortunately I cannot refund you cash for the remaining balance, but I can offer you a coupon that's good for 50% off your entire order, should you wish to use that and the remaining balance on your voucher to get a great deal on some of our products. Once again, my sincere apologies for the delay ***. It was not our intention to delay your refund at all but I do understand your frustrations 100%.Please accept the 50% coupon off your next order. Using the coupon along with the remaining balance on your voucher will enable you to get some great products for a really great price!Please let me know if you have any questions or concerns ***. Once more, my deepest apologies!Sincerely,*** ***call center production manager ###-###-#### office

Dear *** ***,We apologize that your shipment did not arrive in time for your daughter's birthdayDuring checkout, under the shipping method states that orders ship in 1-business daysDelivery is 3-business days from shipmentDelivery times will be shorter for western statesCrocs
would be more than happy as a one time courtesy to refund you half of your order value for order:*** in the amount of: $13.12. Please feel free to contact me directly with any further questions or concerns. Sincerely, *** ***
***

Dear ***,
Thank you for contacting us trhough the Revdex.comEverything you mentioned in your complaint is absolutly correct, sirI'm very sorry our customer service department wasn't able to resolve this issue and I apologize for the time you've had to spend trying to correct something that
wasn't your fault to begin with
I'd like to send you a new pair of shoes free of charge, ***I'll leave it up to you if you'd like to try the same style or a different oneAfter you described the problems your shoes are having, as you suggested, it sounds like a damaged pair completelyIf you opt to try the same style, I'm confident you won't have the same problems, but again, if you'd like to try a different style altogether, I'll be happy to help you with that as well
Please don't worry about returning the pair that you have nowFeel free to donate them or throw them away if you deem them to be completly unwearableAgain, it's up to you ***
Let me know how you'd like to proceed with the replacement pair and if you have any questions, please don't hesitate to ask
My direct email is *** and my office phone number is ***If I don't answer, please leave a voicemail and I'll return your call promptly
I'd like to apologize once more for the inefficiency in solving this issue and I hope that our proposed resolution now will encourage you to stay a loyal Crocs customer for life
I look forward to your response ***
Happy New Year!
*** ***
call center production manager
*** ***

Dear Ms***,
Thank you for contacting Crocs, our systems show that we
have already refunded you twice for this order for a total amount of $
These refunds were posted from CrocsIncon 6/7/
and 7/18/and each refund in the amount of
$
Please contact your bank for further information
regarding this issue
Sincerely,

Complaint: ***
I am rejecting this, what I would like to see happened is for Crocs to be better than this and allow me to be reimburse for the balance of what funds remain as a jester of good will
Sincerely,
*** ***

Dear ***,Thank you for contacting us through the Revdex.com. I'd like to firstly apologize for the troubles you've been through. I'll be happy to replace your Crocs for you. I'm very sorry they shrunk on you. That can happen in circumstances where the shoes are exposed to high
temperatures for long periods of time. Not to worry though, again I'll be happy to send you replacements. The case number to hold onto that references this warranty is ***. Your new pair of the Citilane Sequin Slip-On's will arrive by Friday of next week. If you have any issues that arise, feel free to reach out to me directly, my personal email is *** If you have any questions feel free to reach out as well. Once again, I'd like to apologize for the troubles you went through and I hope you enjoy this new pair. Have a great rest of you week ***. Sincerely,*** *** *** *** ***
*** ***

Dear *** ***,Please respond to the email sent from *** with your pictures of the damaged shoes and the store location information from where you purchased the shoesOnce Crocs receives that then we will be happy to work with you from there to assure that this issue gets resolvedThank you for your feedback

Dear *** ***, Thank you for taking the time to provide feedbackMy name is Alexis E*** and I am very sorry on behalf of Crocs for any inconvenience this may have causedI have looked up your account and was able to locate your original order, your return label pictures, and the agent
who was originally assisting youWe will make sure that proper training is initiated for the agent so that this does not happen again. Please allow us to send you the correct shoes from the order in which you wanted to exchangeAs well as please send me other pairs of your choice that we would be able to send you free of charge for your time.If you could please email me your preferred shipping address, your correct exchange order including Style, Size, and ColorAs well as your selection of pairs of your choice For future returns or exchanges please create a Return online and follow Return/Exchange instructions via our website at: https://www.crocs.com/customer-service/faqs.html?intid=SEARCH_REDIRECT_return#on...⇄ Please contact me directly at ale***@crocs.com for any questions or concerns. Sincerely, Alexis E***

Revdex.com:
I have reviewed the response ma** by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Sincerely,
*** ** ***

Initial Business Response /* (1000, 5, 2015/05/29) */
Dear ***,
Thank you for the recent feedback you provided to the Revdex.comIf I'm understanding your complaint correctly, you're upset that you couldn't combine the coupon codes correct?? And the fact that one of the coupon codes stated that
you could take "an extra 20% off" caused confusion surrounding that issue, correct?
I apologize for the confusion *** and I can clarify, none of our coupon codes are able to be combined everWe can't have people adding more than one of any coupon to an order in an effort to "stack" the discountI completely understand your question and perspective thoughThe "extra 20%" was a coupon sent out to take an additional 20% off already marked down products on our websiteThis should've been explained in the details portion of the coupon, I apologize if it wasn't clear
To help you out ***, I would like to offer you a $gift card for your troublesI can send that via email or post should you choose to acceptLet me know how you'd like to proceed, sir
My contact information is belowLet me know if you have any questions as well ***
Thank you!

Dear ***, Hello my name is *** *** and I am a Manager here at Crocs Call CenterThank you for taking the time to provide your feedbackI have researched your account and it appears that we do not have any proof of purchase from you in our systemI am so very for any inconvenience this
has caused you.I would be more then happy to assist you in either exchanging or setting up a warranty to replace your Crocs Shoes. As stated on our website items may be returned for an exchange or refund within days with receipt or proof of purchaseIf you do not have a receipt or it is past the 90-day window, we cannot replace your item, but we would love to help you find a new pair Please send you proof of purchase, and pictures of the damaged shoes to *** and I can make sure you are taken care of. Please let me know if you have any questions or concerns. Sincerely, *** ***

Dear [redacted],Thank you for contacting us through the Revdex.com.  I checked into your return issue and found that your [redacted] account has already been refunded the full amount you are disputing.  I'm very sorry for any confusion.  Below are the transaction ID's that act as receipts for the...

refunds as well as the dates your account was credited.[redacted] = Transaction ID (Receipt) that shows $64.77 refunded on January 18th 2017.[redacted] = Transaction ID (Receipt) that shows  $108.74 refunded on February 13th 2017. If you still have an issue, please reach out to [redacted] and provide them with the transaction ID's (receipts) above.  Again, I'm very sorry for any inconvenience.Please let me know if you have any questions.  Thank you [redacted].Sincerely, [redacted]
[redacted]

Dear Mr. [redacted],Thank you for contacting Crocs via the Revdex.com.  Firstly I'd like to apologize that you're not satisfied with your Crocs shoes.  I'll be happy to help you out.  Please provide a receipt or proof of purchase for the shoes.  Pictures of the...

shoes themselves would be most helpful as well.  After receiving this information I'll continue to assist you as best I can to find a solution that you find satisfactory.  You can email the proof of purchase and pictures of the shoes to [redacted]@crocs.com.I look forward to helping you out Mr. [redacted].  Once again, my sincere apologies for the inconvenience.Kind regards,[redacted]call center production manager  7477 east dry creek parkwayniwot, co 80503

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.
Sincerely,
[redacted]

Complaint: [redacted]
I am rejecting this response because:I would like the following two questions answered in lieu of further  ambiguous responses : The prior response states that we will be taken off the mailing/marketing list.  Was our address and credit card information sold or provided to a third party?  Will we receive unsolicited marketing from a third party processor?
Sincerely,
[redacted]

Corresponded with customer week of 7/5, and sent her a promotional voucher for $150 to replace her shoes. Also did counseling with representative who did not properly handle customer's original contact to us.  Thanks!

Complaint: [redacted]
I am rejecting this response because:The company did NOT refund my money.  They offered me an "E-Voucher" that is good for only six month.  The original purchase was made from a non-expiring gift card.  The refund should be cash or a credit back to the gift card.  
Sincerely,
[redacted]