I sent this to CROCS customer service today and this will be my last attempt to get them to make this situation right.
To whom it may concern & Yordan,
RE: UNAUTHORIZED CHARGE $107.47
**note** Yordan – I am personally addressing you in this email and you have ignored my emails notifying you that the code you sent was not valid and I have yet to hear from you, was this not what you promised me, I would hope your word meant more and you would stand by your statements and promised. I am hoping this was a misunderstanding and you possibly missed my email in that case I apologize and would expect to see this 50% off code today.
I am again following up with the last email which was sent to me which was you were going to send me a code for 50% off. I notified Crocs that the code I received indicated it was not valid, and when I called I was told it was “used” I was to follow up with who I spoke with and I did and have not heard anything. If you do not recall this is crocs attempt to compensate me for the unauthorized charges on my account due to employee error as well as the overdraft fees that resulted in this unauthorized charge.
Honestly, I did not feel a 50% off code was really sufficient due to the following reasons; but at this point anything was better than what I have received thus far, which has been no follow up, terrible customer service, and broken promises of return calls and the promise of making this up to me and my daughter. I will admit I am very surprised on how Crocs has responded to this entire situation considering this incident is not due to something I did or an error made on my part but a result of poor training and knowledge of sales and coupons and how the crocs ordering system works. It also appears from the conversation I had with the employee he has been over worked and it happen often especially when CROCS is running a very large sale, I was informed phone lines are busy for hours and it is not uncommon for staff to work hours without breaks which in their opinion had a lot to do with the error they made that evening with my order.
I was without my funds for 31 days- I did not have access to money I earned for 31 days due to this incident.
I incurred overdrafts fees due to charges made by crocs via their employee as a charge was made to my account I which I did not authorize, this charge was for an amount I did not authorize and was three times the amount of the charge I did attempt to make.
I never received the items I purchased, when the mail carrier wanted to leave “CROCS” merchandise with me addressed to a name which is not mine nor associated with anyone at my residence I refused to accept responsibility for such items indicating to return them to sender. Crocs wanted me to take possession of these items and return those items to them, which after speaking to my banking institution I was advised not to do so, as then I would be accepting the items thus the charges.
I want to note that my original purchase was a birthday gift for my daughter which she has still never gotten.
Also my 15$ off coupon was used in the transaction which I did not authorize and not on the one I did and I have yet to receive credit for this anniversary coupon I had.
This will be my last request for CROCS to rectify this situation as well as take responsibility and attempt to demonstrate their customer service and values as a company and to the market place and it customers. I am a long time customer who has been wearing CROCS for almost 20 years. I have purchased over 100 pairs of crocs during this time for myself, friends and family. This may seem hard to believe but I could easily document my continued support of this company over the years and my commitment and faithfulness to the brand regardless to the popularity of the shoe as we often see In fashion over the decades. In all this time I have never had an experience with CROCS as such and the time I do, it reflects values that contradict what I believed the crocs model to be, especially regarding the treatment of their staff and their customers.
I had hoped the values of customer service had not faded from CROCS as their popularity grew, I noted changes in your distribution chain as mass marketing moved outside of the USA to countries such as China and Vietnam as well as Mexico. These changes resulted in an annual revenue of nearly $1.09 billion in sales I believe in the 2018 year earning the company close to $50.4 million. I am pleased to see the success of this company and people moving towards ugly comfortable foot wear but what is not something I wanted to see was the loss of customer service or concern for their employees and their brand image. I considered the impact of my complaints I addressed to your company and the fact that I wrote and reached out to Crocs making a total of 10 calls to your customer service team and sending numerous emails, this entire process of attempting to correct this issue and getting the return of $107.47 to my account may seem like insignificant to a company of your size with such high annual sales but to a single mother of two losing a $107.47 is significant and impacts my ability to care for my children. I made a decision to splurge and send $39.00 on shoes which impacted our resources but a decision I made to show appreciation to my daughter on her birthday.
The disheartened end to this whole incident was CROCS never did return the funds I had to involve my banking institution to retrieve the funds for me, as CROCS made the decision that I needed to locate some item that was sent in error but charged to my account. This purchase contained items I did not select, it was addressed to a name different than myself and contained an address similar to mine but not exact. The only response I received was informing me to intercept this package then to take those items to a CROCS location and return them, thus I will be reimbursed the amount I was charged in error. No mention of compensating me for the three overdrafts on my account which resulted from an amount of funds being taken from my account an amount higher than I was intended to spend, this caused other pending items not to clear my account. These three items that did not clear were eached assessed a fee of $35.00 resulting in the loss of $105.00 from the paycheck which was direct deposited into my account from my employer. Thankfully two of the three credit card companies were willing to waiver the late fees on my credit accounts but one creditor would not (A.E.) and I was charged $25.00 late fee. In total the error of a CROCS representative resulted in me losing $105.00 in overdraft fees which I was under the impression when the $107.47 was returned to my account those would have been waived since I did not authorize the charges but because I did attempt to make a purchase from CROCS it was not considered “unauthorized” as I gave permission for a debit in the amount of $39.00, and my credit union advised I had to seek damages from CROCS as it is not within their policy to adjust such fees. On a quick side note I am not sure if that is true or even fair and I did not want to continue to argue as they did succeed in returning the $107.47. I also mentioned earlier the late fee of $25.00 in total I lost $130.00 and was never compensated at all by CROCS even after notifying them of the events that occurred as a result of their employee error.
One last note I also lost my anniversary coupon of $15.00 off, which I admit is not a loss of funds from my account but would result in having to pay $15.00 less when making my purchase and this amount would eventually impact my bank account.
I am sending this letter in hopes that CROCS will rectify this situation and restore my faith in the company. I am also hoping that CROCS will first of all honor their word and actually send me the 50% off coupon in which they promised to send to me, which has yet to happen. But to be honest and frankly honest I feel CROCS could do better and I feel what would be fair in this situation would be for CROCS to compensate me with a gift card in the amount of the losses I experienced. I feel this request is equitable as I am not requesting cash which I loss but credit within their store valuing the amount in which I experienced a loss. I am not requesting any amount additional even though to make up for this entire experience I would not be against accepting any additional amount CROCS would like to apply to such merchandise credit but the amount I am out is $130.00 which is the overdraft fees and the late charge assessed to my account. Each of these fees are a direct result of the funds being taking from my account in error.
I understand my $15.00 coupon was an anniversary coupon and by now has expired. In addition to the merchandise credit I want what was promised to me which is the 50% off code as this reflects the sale which was active at the time of this error. I will end this by expressing the frustration I felt during this time, and the hurt of the failed attempts to seek compensation and a resolution to this problem. It saddens me that a company of CROCS size is concerned more with two pairs of shoes and a jibbitz being returned to them, then providing customer service and taking responsibility for the actions of its company and the employees which represent it. I wonder if this is how CROCS responds to such a trivial situation such as mine in the eyes of big business then how would they respond if something more crucial occurred in one of their processing or distribution sites, would this also be ignored, would decisions be made which protected the assets of the company over doing what it right for your customers and staff.
I do want to note that the employee in this situation was honorable and did admit the error and wanted to rectify the situation but was not allowed to do so and the situation was referred to management. This employee admitted the error and their lack of knowledge due to not being trained when it comes to applying coupons to sale items as well as duplicating and correcting orders, as the steps he took did not result in the intended goal. I do not have any hard feelings for this rep and I accepted his apology. It is CROCS management team who seems to failed it customers and employees.
I hope to hear from someone in CROCS management team very soon. I do want to notify you of one thing this memo to you is lengthy and does repeat situations in which CROCS is already aware of, this was done because I will be posting this and all the relevant information regarding this issue to my blog and if not action is taken will be contacting every news outlet there is in hopes one of their reporters will do one of the investigations they do on companies who rip off their customers as I think a story on CROCS would get a lot of attention. As I would highlight CROCS is so concerned about their overseas dist. being distributed by Trump’s administration and the fear of these tariffs, their actions already demonstrate how they intend to make up for their potential losses via the customer and level of service, and possibly in the future the quality and safety of its products (CNBC, 2019).
I will also post to my personal blog sites as well and social media accounts. I admit I do not have a very large fan base but I do have 100k followers so maybe just enough to get someone’s attention.
Sincerely
Jessica Ramos
Reference
CNBS.(2019). Update 2 Crocs to Cut Chinese production for the US market. Retrieved from
This correspondence is also being mailed to the address listed above in an effort to ensure CROCS management team was notified.
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