Chaco Avis 16

I bought two separate pairs of chacos cloud z sandals. Both had a right shoe where one of the straps was unadjustable making them unwearable. Customer service told me I can wait 6 weeks to get them replaced.

The company should quality control test their shoes before sale. I should not need to soak new shoes in fabric softener for a day before wearing them. I shouldn’t need to wait 6 weeks for them to be replaced. They should just sell wearable shoes.

The customer service rep was also extremely unhelpful.

Shoes gave really bad blisters, would not let us exchange for a different product.

Never buying from this company again. I made several attempts to make a purchase because my card kept “declining” despite money being in the card and all of my information being correct. Even though the order declined my card was charged for EVERY purchase and the money was absolutely subtracted from my total available balance. I was charged for SIX PAIRS and then was gaslit by customer service for DAYS. I made several attempts to call only to be told that i didn’t know my own address(!!!!!!) and that the charges were “definitely cancelled” and “the money wasn’t actually taken out.” IT ABSOLUTELY WAS!!! and my bank even confirmed it, stating they were unable to do anything. several emails and over a week later all i got was an automated “apology” for the inconvenience and a 20% off code for my next purchase. a few days later they money mysteriously appeared back on my card with no follow up from anyone within the company whatsoever. genuinely feels like they’re trying to get away with scamming people.

I would rate it a zero. No stars. Absolutely horrific customer service. I asked to speak to a higher level manager and she was very rude. This had to do with shoes that had never been worn outside of their 30-day return window. This was due to being relocated for work with a 3 day notice and also ordering a couple different sizes cuz I know my feet had changed. She said that she would be very mad if she bought a pair of shoes that would have been sitting in someone's house for several or 6 months. Like that's not what happens in a warehouse of a shoe store. These people are terrible. Next time I need a pair of sandals I'm going to look at Keens. Oh and by the way, an older pair, that I've hardly worn and taken very good care of; the rubber is splitting in all areas. However, not going to try to take them up on their supposed lifetime warranty because you know that's going to be a bunch of BS. They are Highway robbers. I hope sooner than later this company crashes and burns and everybody loses their jobs.

they don’t care about customers. when the package was stolen (within 3 hrs of delivery), they told me just go to police. it happened to me before, but other brands just replace the order for me. won’t ever buy from them again.

I ordered a pair of custom sandals through Chaco’s site, and the wrong pair of sandals arrived nearly a month late. When I contacted ReChaco, I was told the mistake was my fault and that I wouldn’t be eligible for a refund or a rebuild. After persistent follow-up, they eventually agreed to issue a refund and rebuild the sandals to my original order specifications—but then went silent for several days.

When they finally responded, they once again blamed me, yet proceeded with the refund. I shipped the sandals back to the Chaco headquarters. It wasn’t until days later that they confirmed the sandals had been received at their warehouse. Despite all this, they never rebuilt the pair—only refunded me.

The entire process felt intentionally difficult. The communication was inconsistent, accountability was deflected, and I encountered what felt like textbook sludge—barriers that made getting support feel exhausting and unnecessarily complicated. I’m also convinced their online custom order form has issues.

After this experience, I won’t be ordering from Chaco again.

Warranty is a joke. My family and I will no longer buy Chaco’s. Here’s how the warranty works if you have a sole issue such as the soul detaching from the shoe because the glue failed you mail the shoes to them. Once they have the shoe they will examine the shoes and determine if they will cover it under warranty lol. like we don’t know what the decision on that is gonna be. If (when) they don’t cover it under warranty, then you pay $50 for them to repair the soles on the shoes. keep in mind if you choose not to pay the $50 for the Repair they already have your shoes so I’m sure you get hit with some ridiculous fee for them to send them back to you. Unfortunately, for what I paid for the shoes, I could buy three pairs of other sandals. That’ll last me a couple years each pair and I’ll get three times the use out of the same amount of money that I spend. The math just doesn’t add up. Pay for overpriced sandals with a nonexistent warranty or just buy something cheaper that you can throw away in a couple years and be 100 bucks ahead.

The company could consider that their advertising is faulty and misleading. They advertise their LUVSEAT foot bed as if there is only one (BUT there are two types of LUVSEAT foot beds, one gives support and feels good (its in the Revel slippers )the other is just a junk excuse of a foot bed with no support and no cushioning. and happens to be in the Chillos, which a person would want to wear all day. I questioned the product on this after wearing them and having my feet hurt after a short time. I couldn't return them as I had worn them. I contacted customer service and was simply told, "they are different, this isn't a defect" They didn't even offer an apology or an offer for credit or to return the shoes. Just horrible customer service. I don't expect to buy another pair (I've bought 9-10 pairs over the past few years)

I have had a couple pairs of ped sheds from a reseller, so I thought I would try some slipper type shoes. I joined Chaco, and they sent an email telling that I had unlocked free shipping (no qualifiers mentioned).
When I went to buy the shoes, there were only closeouts in my size (not eligible for returns). They added shipping that was 20% of the shoe's price. So, I contacted customer service via their chat. The agent basically said that's tough, buy another $40 in product and we'll pay for shipping.
There are too many options out there to spend money with a company that places no value in their customers. The snide attitude over $8 lost them a customer for life.

Been a customer for nearly 20 years ordering a new pair every year. This past year i bought the Chaco slides and the straps were too long. Chaco says put a rubber band around it. No I did not do to practicality. This year I order a different style and follow the tracking updates. I have them delivered standard Fed Ex to my 911 center because I’m here a lot and someone is always here. Yesterday no Fed Ex truck showed up so I left and got a notification they had been delivered. I go back to work and staff says no Fed Ex showed. Called Fed Ex they won’t get a live person and I call Chaco they say Fed ex will call me. An hour later I call back Chaco they tell me since it was a standard shipment they can’t call FedEx they notify Fed ex and they have 72 business hours to respond. Chaco offers no other options. Basically if you choose standard shipping and they don’t deliver: you will not get the services from Fed ex and Chaco that is needed as a customer. There has to be more real time solutions offered. I had to leave for a trip without my chacos which I wear daily.

Ordered my first pair of custom Chacos on July 15, 2023. I waited the 2 week period for processing and delivery only to receive the shoes (which had red straps throughout) with an incorrect strap color.

Now, when you get your confirmation of order, they do not provide order details. They only send a thumbnail photo of the shoe and a receipt. Mind you, you have to select every single strap color, the buckle color, and any designs you'd like added to straps. I took my time placing this order, and the thumbnail photo that I received did NOT have a conflicting red colored straps, nor was there a description of my choices when I placed the order to even see that a potential error could have been made, or I would have contacted the company immediately (I chose True Red, my largest strap was send with Fiery Red which completely clashed with the original red color).

I contacted the Customs department immediately, and was greeted with "Well, this is how you placed the order." They were not courteous or even friendly. Upon explaining that the strap was wrong, I was told multiple times that it was my error, but she also said that if I paid to ship them back, they'd fix the strap color at no cost AND they'd expedite the repair and get them back to me quickly.

Today is August 17th, and I reached out to Chaco because other than my Fedex tracking I have no idea when I'll get these shoes back or how to check status. Per Fedex, Chaco received these shoes 10-days ago on August 7th.

The gentleman who I spoke to today then quoted an ADDITIONAL 2-weeks from today which is longer than the initial order's delivery window. Again, he was nice right up until I said the previous associate told me that they'd expedite the shoes, and then IMMEDIATELY shifted blame and became short and rude and pretty much said that they were working on shoes ordered on the 28th, and they'd get to mine when they got to mine.

So, I won't even have these shoes for summer and will have waited almost 2 months to receive them. They're not cheap, and their customer service is significantly lacking for the price of these shoes. If you're going to place all the blame for your errors on the customer, send them a receipt that accounts for those errors.

I will never spend this much money shopping with this company again.....particularly not their custom option.

Order 28th June, UK. Still havent received anything by 9th August and getting no help from company.

If you live in the UK, don't buy from these people.

Now can't access my account on their website and are not getting password reset requests through.

I really love their product, but they were supposed to come with a warranty to replace if they broke (I bought the shoes 10 yeas ago before the had the "manufacture defect only policy), and now they are not going to uphold the warranty. Really disappointed, as part of the reason I was willing to pay over $100 for sandals was that I thought I had an opportunity to replace if things broke.

Chacos refused to honor the lifetime warranty on my sandals. They implicitly agreed it was a design/manufacturing defect, but said too much time had passed since the purchase to honor the warranty. I guess "lifetime" means something different to heartless corporations. The sandals looked nearly new and I showed them pictures. Avoid this awful corporate entity.

Ordered shoes on their uk website, what they didnt say was the total wasnt the actual price to pay but subject to exchange rate change and actual order was £15 more expensive than advertised when placing order.
Utterly ridiculous. Cancelling order for full refund. Requested this and got back "are you sure?". Yes, yes I am.

Unbelievable. They advertise high and low about their lifetime warranty but my Chacos failed (straps broke off inside sole) after two seasons and Chaco wouldn't honor. Holy bait-and-switch! Besides, what's their cost on a pair of sandals? Can't believe they're willing to kick loyal customers to the curb like that! Will definitely NOT be adding to my extensive Chaco collection. Buyer beware!!