Thank You from Crocs CEO
Posted by: crocsinc on: July 17, 2009
- In: Inside Crocs
- Comment!
I would like to take a moment to thank everyone for the outpouring of support for Crocs and our products over the past 24 hours, following the media coverage resulting from a Washington Post article that ran yesterday. This morning, the Today Show aired a feature storyregarding the article. During the clip, Rachel Weingarten spoke about our brand. We appreciate the fact that, using her blog, she expanded on her short air time to provide what we feel was an honest assessment of where we are as a company.
We truly appreciate loyal customers like Amy Hoag who commented on this blog about her feet not being as happy when she doesn’t wear her Crocs shoes, and Brandon Wood who highlighted Crocs’ versatility and variety of styles. Their comments, along with other posts, speak to the viability and iconic status of the Crocs brand.
It is clear from your support and today’s sales figures that Crocs has products that resonate with our consumers. In fact, today Crocs.com is currently experiencing record traffic for the day.
At Crocs, we value our customers above all else and are grateful for their support of our company and products, both in good and challenging times. We are committed to an open dialogue with our customers and, as always, welcome your comments and feedback.
John H. Duerden
President and CEO
Crocs, Inc.
55 Responses to "Thank You from Crocs CEO"
[...] Note: John Duerden thanks the fans on a follow up blog post – link Tags: CEO, Crocsinc, Inside [...]
July 17, 2009 at 10:16 pm
You totally have my support and you are not going anywhere. I can feel it. BTW I bought 2 pairs today cause I am addicted to them.
Best Wishes
July 17, 2009 at 10:29 pm
All this summer I look in all the shoe stores . I also looked at other stores for your Crocs but no one had your shoes here in Billings Mt , tell I went to Big Lots. there they had your Crocs . My family all love your shoes, my daughter Ruby has really bad feet . she has bad arches in her feet ,your Crocs are the ony shoe that we have found that has the right arche suport that she needs and help her feet from not hurting as much . I wish more stores had your Crocs here in Billings Mt. I guss I will have to go on line to your web sit to get your Crocs for my daughter Ruby and all my family too . keep up the good work .
Thanks Marlaine Smith Shepherd Montana
July 17, 2009 at 10:36 pm
I love crocs. I will always love crocs. I will probably wear crocs until I’m 90 and on my death bed. :)
[...] yesterday in the news that Crocs was going bankrupt? Well, the CEO of Crocs wants you to know that while they may be having some financial difficulties, Bankruptcy is not in the books for them yet (pun intended). So, they are offering 15% of on all [...]
July 17, 2009 at 11:30 pm
My family fell in love with Crocs while on vacation in Orlando FL. last fall. My feet were killing me from all of the walking at the Disney parks. I tryed my new Crocs that I almost didn’t bring with me, and they saved my feet! My 8 year old daughter complained that her feet hurt too so we bought her a pair of Mickey mary jane crocs the two of us wore our crocs for the rest of our vacation!
Last week my parents took a vacation that required them to walk a lot. My mom came back with such sore feet that walking was very painful. I went to the store and bought her a pair. Now she is in love with Crocs too. That is the only pair of shoes that she will wear now!
We hope that crocs will be around forever! We LOVE Crocs!!!!
July 18, 2009 at 12:50 am
I’ve been in the private equity and investment business for 20 years. I have run companies of all sizes and in multiple industries.
The recent stories on Crocs got me reading up on the issues.
One day, I’m sure this company will be a case at HBS. It will also serve as a learning chapter for the Turnaround Management Association.
John Duerden and the rest of his management team have performed some classic management mis-steps. I know the brand can be saved. However, I have no confidence that Duerden and his team they can turn this company around. Unfortunately, they will quickly learn this truth and will look back on their own incompetence in the years to come.
July 18, 2009 at 1:02 am
@John K.-
The following comments are my personal opinion and do not reflect anyone at Crocs, inc other than myself – although I’m pretty sure you could find plenty of people who would agree with me. I feel that we have a great leader in John Duerden – who only took over the company a few short months ago. Since that happened, we have seen changes on the internal level that make me proud and excited to come to work every day. Was Crocs the perfect example of how to manage a company before John came aboard? Probably not – there were mistakes along the way, as there would be in almost every company that grew as fast as ours. But, since John came aboard, things are changing. Maybe you have to come to work every day to feel it – but to many of us, it’s obvious. While you’re entitled to your own opinion, I feel that singling out the current regime for issues you may have with the management of the company illustrates that you do not recognize the internal changes that were made.
George G Smith Jr
July 18, 2009 at 2:39 am
Hated them ….have a bone spur ….LOVE THEMMMMMM i finally found relief…Crocs RX and regular Crocs clogs and want to get Crocs Mammoth for winter as welll my foot doc kept saying try them..UGH i would say ugly man may not be too cute but oh my foot feels so much better after 6 months of constant pain and lots of therapy and meds…on my way to recovery i hope…thanks CROCS…now how about a free pair..hahahahhh Jill Sarven
July 18, 2009 at 4:36 am
George,
I have worked with many execs as Board member, as part of the team, and as institutional investor. I can tell you that in a crisis situation, the correct moves done at super speed is critical. A turnaround situation is NOTHING like the normal course of business, and it is much more than just cutting bodies. This will all become clear soon, and unfortunately, it will be painful for many parties. In the end, Crocs the brand will survive, but not as an independent company. Good luck in the future.
JK
July 18, 2009 at 5:09 am
Kudos to the CEO for turning a bad situation into a good one. He can teach any business school a thing or two!
July 18, 2009 at 10:07 am
well, big different since duerden in.we believe that the company now is balance,soon in a few months we will see big profits. we are proud in our ceo.
RON
July 18, 2009 at 11:19 am
John K,
I share a different opinion and the market think otherwise from you. The stock which was trading below $1 a few months ago, is now trading above $3. Market expectation is not on your side.
Michael Bigger
Bigger Capital, LLC
July 18, 2009 at 1:06 pm
I just read the Post article although I had already heard about it. It is very unfortunate that the company is suffering. I were Crocs every work day. In the article, the CEO said that he plans to market to caterers, that is a great idea, but not the whole of it. Caterers are a very small portion of the food service industry. I own a restaurant and am a chef. When I was in culinary school, the shoe of preference was the Birkenstock Pro, which is a beast of a shoe that weighs around a couple of pounds each! Prior to that, when restaurants started requiring non skid footwear, it was the horribly ugly and utilitarian Shoes For Crews. Both Birks and SFC were horrible to work long hours in. They were heavy, and that’s the last thing we want, is to work an 18 hour day and be weighed down by our shoes.
Then came Crocs. I laughed and commented how ugly they were, how obnoxious the colors were. I live in a beach town and they were everywhere, and I laughed at each and every “tacky tourist” that I saw in these bulky shoes. Then I broke my toe, right before my annual vacation. I couldn’t get my foot in any shoe, went to a local department store to investigate my options and begrudgingly tried on a pair of Crocs. It was like the angels sang, the light shined down on me. It was heaven. I haven’t looked back since.
Years later, I buy a minimum of 2 pairs a year, because the soles do wear down. But I don’t care, if I had to, I’d buy a dozen. They are the most comfortable shoes I have ever worn in a kitchen, restaurant, boat, at the beach, anywhere. They were even great during the broken toe vacation.
I hope you find a way to market your shoes to the food service/hospitality world, becasue I really beleive they will be more than able to sustain you during your reorganization.
Good Luck!
July 18, 2009 at 1:12 pm
I like the shoes and the company. The one thing that disturbs me about the turnaround is the lack of insider buying. A real commitment of management – not a token amount of shares by one or two people – but serious buying throughout the management chain – is a key element to a succesful turnaound.
I continue to watch the form 4’s and am prepared to commit a multiple of my annual salary to this company once I see insiders do the same.
July 18, 2009 at 1:33 pm
Crocs is not a fad… it is the shoe revolution !!!! I still see cheap copycats of Crocs for sale even in marina shops, imagine that? Those copy cats are plain ripoffs!! They are not made of croslite but cheap plasticky… Anyway, Crocs flip flops are the best of all flipflops around.. They are durable.. You know? Flip flops tends to break off at the toe hole. Crocs flip flops are strong and indestructible!!
July 18, 2009 at 1:50 pm
I love your shoes and own 14 pairs of the clog type! With more to come!
I have womens, size 1O wide, feet and finding shoes that fit comfortably is difficult. When I found your shoes I thought “man these are funny looking” but they feel SO good!
At work, where I wear them every day, my coworkers always smile when they see me in my crocs because I have a color to match every outfit I wear.
I am a loyal customer and will continue to be so as long as you keep making these great shoes.
July 18, 2009 at 2:35 pm
I have around 5 pairs of croc’s. I guess you can say”Thats a bunch of Croc’s”. Anyways I wear my croc’s everywhere. They are the most comfortable shoe’s around. I bought croc’s to walk around in the locker room after my games. Which I bought my first pair at the Hockey rink. I’ve been Croc’ed ever since. I hope Croc’s stay around forever…Happy Feet!!!!
July 18, 2009 at 2:44 pm
All I see here are blogs from satisfied customers. I left a reply 2 days ago and I don’t see in anywhere. Where are the comments from unsatisfied customers such as myself??
July 18, 2009 at 3:31 pm
Please don’t stop doing what you are doing!!! I broke my knee very badly several years ago. I suffered with the pain and spent I can’t say how much money on shoes that I could wear. My sister finally forced me into a pair of Crocs (I thought they were ugly!). I haven’t worn anything else since!!!! I credit Crocs for my being able to stand all day at work with little or no more pain in my knee.
Thank you Crocs for making MY life so much better! I couldn’t do it without you!
July 18, 2009 at 4:31 pm
Katherine -
I am not sure what happened to your reply but I did email you, so any service issue you have can be solved.
George Smith
Crocs, Inc.
July 18, 2009 at 4:41 pm
Wow!! I was so upset when the news broke!! I have worn Crocs almost daily since discovering them. I own 10 pair and in fact for a short time, worked at a Crocs kiosk in a mall. I’ve called my daughter in Arizona to go to the outlet mall and pick me up 3 more pairs in any color. I can’t imagine wearing anything else. I hope things work out!!
July 18, 2009 at 5:07 pm
I LOVE my Crocs. But here is the story I want to tell: I have a friend whose dad was supposed to have knee surgery (a replacement maybe — I can’t remember). His family had bought him Crocs Rx because of his diabetes and once he started to wear them he loved them so much he wore them all the time. Later, when he went for his pre-op specialist visit his doctor told him he no longer needed the surgery. This was two years ago and to this day he has not had the surgery. His doctor did credit the Crocs.
July 18, 2009 at 7:23 pm
It is always a mystery to me why the press loves to print negative statements about Crocs. Over the years there has been so much positive news about this company – people love them, there are many different styles, not just the Beach and Cayman, and yet the news seems to dwell on the word “fad”. It is like there is a conspiracy to bring the company down. Why – it employs thousands of people, makes fun/happy products – I just do not get the negative press.
By the way, the Patras are great and my friend cannot find them anywhere in the right size. Please ramp up their production. Final thought – the buying public pays little attention to the financial gurus. Those that do pay attention know that the news is often slanted to help the “shorts” – Motley Fool has been after this company from the start. No matter how good the news they always portray it in a negative slant. Just my opinion…
July 18, 2009 at 9:12 pm
I read the Post article and was seriously distressed. I have worn Crocs and only Crocs since discovering them 4 years ago. If there are no Crocs to buy I honestly don’t know what I’ll do. My entire family wears Crocs. I’ve made Crocs lovers out of my friends. I blog about Crocs. I take pictures and post them in the Crocs group on Flickr. I’m just a 35 year old housewife in NC but I will continue to do all I can to spread the Crocs love.
By the way, I will forever be grateful if you could restock Audrey in black with the white bow, size 9. My birthday is in 2 weeks and they are on my wish list but sold out.
Thanks! :D
July 18, 2009 at 9:15 pm
first of all ,all those article came afrter the washington pst article,the ceo of crocs said they are wrong,that crocs sell good and the future of crocs is strong.
the article came from a women who wanted to make a boooom and she did it.
crocs has $50+ million cash,$20 million debt,$600m sales.
last november and february the solve the $20m debt problem and i don’t see any problem why not now.
crox stock will be above $10 during this year.
i believe that the article is a paid article from big shorts. the problem of the shorts in crox stock is that they have bigger buyers. some big buyers whp want the stock at $10 .
buy and hold
July 18, 2009 at 11:20 pm
Just my two cents…when the media starts bashing a company that many people love, it may be time to start buying the stock. I understand the financial issues the company is trying to deal with along with credit issues, but look around people it’s going on everywhere not just at crocs.
I just finished watching media video about the story. It was rather odd to see only a couple people interviewed didn’t like the shoes…but all the kids said they love them!
It seems like everyone I know, has a least one pair. I bet the very people in the media bashing the company most likely have a pair somewhere in his/her home (spouse, kids etc).
My guess is the company is starting to level out now, and some major media holders may be short on the stock. The best way to fix this is to start bashing the company to get panic in the market. However, this did not happen last week as some may had hoped for. In fact, a positive buying reaction happened. I am sure the next reported qtr numbers aren’t going to be good, but a think some uptrend will soon be seen. This bashing just didn’t drive the company, the consumer or the stock down.
Now the company needs to start coming out this week with some proactive positive news and hints of possible turn around. This is the best way to counter the media.
John- If your serious about showing your support and countering these claims…. Make a large open market purchase Monday and report it. This would be the best way to show your confident in the company and a possible turn around…;)
July 19, 2009 at 9:42 am
TO CROCS C.E.O
All the web is full now with this story,negative article ,all of them rely on the washington post article.
now you must go out with a p.r any time and change the atmosphere.
i’m not sure that if you will be aggressive during the conference all next month will be enough. you must do something,it’s legal now to answer with a p.r.
or with to add a positive coment to a p.r (you must add some details about sales and future.
July 19, 2009 at 3:48 pm
I second Ty’s suggestion about the need for major insider purchases (real purchases, not option grants). Somehow I doubt this will happen this year. Please prove me wrong!
July 20, 2009 at 3:04 am
Crocs is one of the best things that made my foot happier every time i got long walks during open photography sessions… let this hard times be done soon…. let the good things stay…
thank you CROCS.
July 20, 2009 at 7:08 am
I have been reading about a lot of negative sentiment in the market about Crocs which once was a very successful enterprise but now is rumoured to be at the verge of bankruptcy, ofcourse as a layman i have no idea about the truth other than how i read it in the papers and ofcourse i know that you did respond to these allegations as baseless.
Neverthless knowing that the company does have a presence in the country i hail from (India) , I must say that the potential of that market is yet to be tapped, now i do not know if crocs manufactures in India but what i do know is that Crocs could sell in millions if they wanted to in India.
Let me put it up this way, we have a lot of states where the monsoons are pretty strong. The footwear that sells during this season is mostly cheap plastic sandals and the likes. This is the case from school children to the elderly. Now a Croc is any day better than a cheap sandal.
Now i do not know whats the price tag of a pair of crocs in India but the majority that buys rain shoes would settle between a price tag of 80 to 200 Indian Rs. Now its not something that compares with your $30 price tag and i dont know if crocs can sell at this disastrously low tag but this is one thing that is a fact about the market.
The other thing is that these things dont have to be in fancy colours, as far as i know people would settle for black, brown and grey shades and regulation models (pretty ordinary) limited to slip on shoes in black for school goers and sandals for the ladies and gents
Last but not the least market reach is not promoted by having your own brand outlet, its not a requirment or a prerequisite , you would be better placed if you can advertise in the regional media and newspapers and ensure that your product is sold in all the local footwear shops. If the price is right then it surely is going to positively impact the buying trends especially in the rural market .
Now I’m sure Crocs would have done a lot of market research and are doing the right things, I am not a market research specialist, count this one as a feedback from a well wisher. Good Luck, hate to see so many enterprises going down during the recession. Dont know if this blog makes a difference.
July 20, 2009 at 10:53 am
good example
http://www.drapersonline.com/news/footwear/news/crocs-boss-insists-brand-
has-a-future/5004636.article
July 20, 2009 at 3:05 pm
Mr. Duerden, I was recently introduced to Crocs by a friend and I just went crazy for them. I now own seven pairs and love them. What I don’t love is your customer service – or is there even a human in that department?
The rivet on a pair of sandals I bought broke and I tried to order replacements. I’ve only worn them three times – they are the “Patricia” style. I checked the pull-down list to display the type of rivets I needed and “Patricia” wasn’t there. I then emailed your customer service department to ask what kind of rivets I should order. After a week, I still had no response. I then called your 800 line to see if I could talk to a human and guess what…I was directed back to your website. Have never talked to a human – and still don’t know what kind of rivet to order. I finally browsed the styles to see if I could find one to compare with and ordered what I HOPE are the right rivets.
Why wouldn’t anyone respond? That’s pretty poor service.
Nancy McLaughlin
July 20, 2009 at 3:49 pm
Nancy -
I sent you an email. I will be able to help you once you respond!
George Smith
Crocs, Inc.
July 21, 2009 at 12:42 am
I have six children, all BOYS, and I would like to tell you that I believe Crocs are the best invention EVER!!!! My kids and I wear them almost exclusively. I love the new styles for women and hope to continue to purchase them in great colors and variety for many years to come—-even if they do wear forever. (we usually put 100,000 miles per pair but we need to have others for color chage) Thanks!
stacy dodds
July 21, 2009 at 3:00 pm
My husband has advanced diabetes and the only shoes that he has been able to wear with comfort are CROCS. WE LOVE CROCS! He can wear the dress versions to work and still feel stylish! Thank you for everything that you do to make your products awesome! We will always support crocs and all of their products.
[...] has drawn 90 comments so far. I’ve already commented on the Post story and the overwhelmingly positive response received from loyal Crocs supporters on our [...]
July 21, 2009 at 4:12 pm
We have 12 pairs of crocs among all my family members and we all love them! I also bought 4 additional pairs for friends’ kids.
I did see the article that was also posted on yahoo. I was a bit surprised to see the article since crocs is now more than $3 comparing with less than $1 a few months ago. I am not sure whether or not the company will turn around, but I am sure this brand will continue to have its followers. Let’s all wish the company the best so that we all can enjoy their shoes for the many years to come:)
July 21, 2009 at 6:10 pm
John,
as a business owner myself struggling in this market (currently focused on construction – not sure what’s next) I understand the pain Crocs is feeling. I received a pair of crocs in December 2003 for Christmas and thought this was the ugliest pair of “something” I had ever seen. I wore them and then understood them. Crocs is a brand and statement. Whenever you can get a love – hate relationship you have a brand. Coke – Pepsi anyone.
Crocs has to figure out the company. Sales seem to be in line. Reduce the cost of all Crocs for teh Month of August to $15 and sell the heck out of them. Clear inventory, create a backlog again and make them hard to get. They are everywhere and this creates less “desire”. We personally have 10 pair and my son is 2. He is growing and will continue to need them. I strongly dislike velcro and laces are so 1980.
Give me a job with Crocs and I will come in and get Crocs back on the top. Crocs must focus on Crocs. They are worn by millions and I cannot believe for 1 second they are not still selling. The market creates many issues and free enterprise is not always the best place to be.
Set the standard in foot wear and tell US – the Americans through radio, tv, and the web who crocs is. Crocs are American and obviously sought after. Be honest, ethical, and tell the story.
July 21, 2009 at 8:56 pm
Guys,
If you end up having extra inventory at the end of the year, maybe you can do what Tom’s Shoes has done every year – donate new shoes to people in Africa and South America who are in desparate need of a pair of shoes. Might be a way to get a tax deduction and some points upstairs at the same time. I’m sure the marketing people at Tom’s would be happy to share their logistics regarding flights and truck deliveries with you. Something to think about….
July 22, 2009 at 5:31 am
We actually have donated more shoes to people around the world than Tom’s Shoes. Check out: http://blog.crocs.com/tag/causes/
July 22, 2009 at 8:39 am
Tia Mattson, spokesperson for the company, said the accusations stem from a misunderstanding. The company has recently been operating on a revolving line of credit that expires in September.
Because Crocs is a publicly-traded company, it has to report its profits and debts. That’s the source of the speculation that its in trouble. But the documents made public paint a limited picture of the company, she said.
“We have more cash than debt, so it’s hard to go bankrupt,” she said in an interview Friday.
Also, Mattson said the company’s internet and retail which would include the Park City store sales are healthy.
She emphasized that the company has a wide line of products that use the Croslyte material. The retail stores are doing so well because they’re able to showcase the broad styles offered.
That is a copy paste from an article
sound good
July 22, 2009 at 9:04 am
hello, GeorgeGSmithjr
i just wonder about this,so i will appreciate your answer,
why can’t we all see an official announcement from the company,i mean this is a
public company and rumors all over the web and the media.
we hear here and there some details,Tia Mattson, spokesperson for the company said friday ““We have more cash than debt, so it’s hard to go bankrupt,” she said in an interview Friday” etc etc, you can see my previous reply #43 here.
again ,this is a public company,people need to know, more details from the ceo,about cash as she said,about sales about future,about forecast,about plans,you know to abject the article and the rumors.
there is a big different between a responds on crocs blog from an official announcement.
thanks
July 22, 2009 at 12:29 pm
I loathed Crocs when I first saw them – I thought they looked clumsy and ugly and I swore my four children wouldn’t be having them, ever. Eventually I gave in to the constant badgering for shoes that were comfy, waterproof and easy to pop on and off when they play in the garden and we haven’t looked back! The children have worn nothing else since then and I have to confess I now have a pair for the garden and some flip flips too! I’m still dealing with the daily ribbing from friends who listened to me ranting on about how hideous they were…now I’m a huge fan. They’re the most comfortable shoes I’ve ever owned.
July 22, 2009 at 9:30 pm
I’m disappointed to say that I am owed money by Crocs for shoes I paid for on-line but only received 2 of the 5 pair. I have made numerous phone calls only to be on hold for more than 30 minutes at a time. I have sent several emails with no response at all and have tried using the “contact customer service” page only to learn it doesn’t work (tells me I need to include comments and I have comments). I am at a loss as to what else to do. The articles I read about bankruptcy makes me wonder if this is why I haven’t received my money. Honestly, it’s not even the money at this point, it is the complete lack of customer service. I am just beyond amazed that such a great company could leave their customers hanging without even a simple response or regard for their concerns.
July 23, 2009 at 2:26 am
John,
My entire family owns at least three pair each…(some as many as 8 pair) I won’t mention any names…
We love your products and are looking forward to trying out some of your new lines this summer.
I have a few new product lines (Sorry..Not Footwear) that may interest your marketing and new product development team. Please have someone contact me to discuss these if interested. These new products are in line with your current manufacturing processes and raw materials.
Hang in there…. Great products at a reasonable price will never go out of style.
Regards,
Todd
July 23, 2009 at 2:02 pm
I have to echo some of Tina’s concerns. I tried to leave a post on this blog after having NO success reaching customer service or submitting a request through the Crocs website. My post was submitted on 7/20/09 and never made it to this blog. I did finally reach customer service after being on hold for 1 1/2 HOURS, was told that I could return my defective product, but that the person on the phone did not have the authority to deal with my situation. I was forwarded to ANOTHER person’s voicemail who apparently did have the authority, and he’s never gotten back to me. In the meantime, I am stuck with a pair of shoes that shrunk 1″ in length and width simply because they were left outdoors! Worst customer service I’ve ever encountered with a business!
July 23, 2009 at 5:27 pm
Suzanne -
I’ll forward your information to our customer service again. As for the comment – I’m not sure what happened but it may have been caught in our spam filters for comments.
George Smith
Crocs, Inc.
July 28, 2009 at 1:11 am
I’m really sorry to use this blog for this but I really need your help! I am having troble placing an online order, and contacting you through the site’s contact form so I will tell you shortly about my problem hoping to be heard.
I am trying to place an online order but there is a problem with the billing address. I live in Monterrey, Mexico but I have a shipping address in McAllen, Tx. I am trying to pay with my mexican credit card but the billing address form doesn’t give me the option for an address outside the US.
So I tried putting the billing addres the same as the shipping address and the information of my credit card but the order doesn’t go through. About two weeks ago I made an online purchase using the same McAllen address as shipping and billing just as I am doing right now and the order went through the first time and I have already received the package. I hope you can please help me out since I am getting really frustrated with this issue and I really want to buy more crocs!
Thank you!
53 | What Crocs, Inc. Knows about PR that You Don’t « Dilbert is Funny for a Reason
August 5, 2009 at 8:05 pm
[...] Instead, the Crocs team took a different tact. Rather than write a letter to the Post’s editor reacting to the story, the Crocs CEO offered his reaction to the Mui’s story on his blog – twice. [...]
January 10, 2010 at 9:45 pm
Interesting that I found this blog while trying to locate the name and address of Crocs CEO. First, absolutely love the shoes…I was one of those folks who never thought they would be caught dead in a pair of Crocs. That said, for what they gain in product, they absolutely lose in customer service.
My daugther bought me a pair of the new deck shoe design for Christmas. Love the shoe, but needed a size 12 rather than 11. Called the Customer Service line and immediately got a return authorization. I could not believe how easy this was going to be. That’s when the fun started. The RMA listed the three closest FedEx sites that take returns…you would think all would, but only some. Drive 30 minutes to the first one, they said they don’t take returns anymore…that it is too costly to put in the software that FedEx requires. He said he has been trying for months to get FedEx to update their site. Okay, no big deal, I’ll go on to the next one…back in the car, another 10 minute drive…this location is closed. Okay, back in the car, to the third site…they also don’t take returns anymore…same reason. All the while I was calling 800 GoFedEx to get help….wrong…they kept trying to send me to non RMA sites. Finally the guy at the third site took pity on me and said he would handle it. When I got home I called FedEx again and asked for a Supervisor. His only advice was to go back…35 minutes…and retreive my package as FedEx was not responsible if they were lost. No interest in solving the problem that caused all of this.
Okay, now I thought I was well on the way. Wrong….repeated calls and emails to Crocs customer service were not returned. Finally got a guy to return my call and he said he looked the RMA up in his system and they had not been returned and nothing he could do. Okay, back to the guy who did me a favor, get the FedEx tracker….guess what, they had been received at Crocs three days before the guy could not find them.
I just sent him the tracking information.
In the end, given all the driving and tracing time spent, I would have been better off to have given them away and just ordered a new pair.
Numerous requests of the folks at Crocs for the name and address of their CEO went unanswered…I now will be sending Mr. Duerden a letter detailing some of the problems in their system…it is clearly broken.
That all said…I still love the shoe….I just won’t try to return them again
Dave
January 11, 2010 at 4:23 pm
Hi Dave. So sorry for your trouble. Let me know if you don’t hear back soon, and I will try to put you in contact with the correct people. Thanks, Anna alindsey@crocs.com
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Crocs, Inc. on Flickr.com
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July 17, 2009 at 9:03 pm
Where did the beautiful woman with the green and white top and the guy also in the photo go that was on the crocs.com home page yesterday? We are Crocs lovers and happy to see the line grow…