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3.5 310 Reviews

Ecco Complaints Summary

189 Resolved
121 Unresolved
Our verdict: With a good resolution rate, Ecco generally handles customer issues well. However, it’s important to be proactive. Familiarize yourself with their processes and services. Reading through various customer experiences will provide valuable insights into how they handle complex issues.
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12:43 am EST

Ecco hiking shoes

Exactly a year ago to the day I bought a pair of Ecco hiking shoes for 150 Eros (1.200, 00 kunas) in Zagreb, Croatia from their importer or franchiser KRM Adriatic - Ecco.
Within a year heals are completely - 100% worn out and beyond repair which I tried with a local shoe maker.

I filed a complaint and received an rediculous answer that there were nothing wrong with shoes but that the damage had been cause by inappropriate usage! Should I have worn them indoors only? Or use them as gloves instead.

Now being a loyal customer for more then 10 years, I have been buying the same type of shoes approximately every second year on the average. Buying them yearly seems a little too excessive demand.

Because of that rude, unprofessional and tactless approach by the importer in Zagreb I am contemplating of bringing them to the Court in Zagreb and of course forgetting about Ecco shoes ever.

DG

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2:38 pm EST

Ecco ecco hiking boots, walking shoes (track)

In October 2015 I wrote about my disintegrating Ecco boots while traveling to Bhutan––thankfully they decomposed in the Shanghai airport and not on my trek. As an owner of an adventure travel company I take outdoor equipment/clothing very seriously––boots/walking shoes, being on the top of the list––we recommend brands we trust based on performance. Equipment failure can really effect your trip. I have never seen failure like this––disintegrating soles.

After bringing this major flaw to the attention to Ecco USA. I was 'shined on' never receiving a serious response from them––not even an apology for the inconvenience––except for "you have a nice day". I could box up the dead boots send them to Ecco for inspection––even if they offered a new pair, why would accept them. Ecco doesn't seem to take this major design flaw seriously, because they still sell the same 'Track' models. With all the same complaints I've read on the Web, I'm amazed that Ecco has not addressed this. Or at the very least have a warning on the box.

I bring this subject up again because my wife and partner contacted me today from Sri Lanka to tell me the same thing happened to her Eccos––they decomposed while she was walking––just like mine. Imagine what it would like being away from everything on a trip and have your trusted 'expensive' walking shoes disintegrate––leaving you with a real problem.

With so many excellent shoe brands on the market, no one should have to go through this. For any serious traveler/outdoor person stay away from Ecco shoes––they're expensive garbage. They can ruin your day, and a whole lot more . JD

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Paul Akehurst de Visme
, US
Jan 28, 2017 9:00 am EST

Same here, and I fully endorse the comments. If this is a known fault with polyurethane soles then (A) why are they still selling them and (B) why are they not given a manufacture date and an expiry date like other products that rot?

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10:52 am EST

Ecco disintegrating soles and heels

A few months ago, I wore a pair of ecco hiking shoes to work because of bad weather, To my shock the soles began to disintegrate and fall off the shoes. Wherever I went I left a trail of mud-like latex.
Yesterday I wore a pair of ecco dress shoes to work, They were brand new. Again the black soles and heels fell apart, leaving a trail of black crumps following me. Disgraceful for such expensive shoes.

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5:28 am EST

Ecco service

Very bad service at Macquarie shopping centre ecco. He promised to help me to find the shoes. But He just put the sample on the table and start to service the others. He totally forgot me and let me wait more than 15 mins. Finally, I really cannot stand any more coz he kept service the customer late than me. I will never go to their shop anymore and will not recommend any friend to buy their shoes!

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11:38 am EST

Ecco pair of hiking boots and a pair of hiking walkers

Today is 12/14/15. My spouse had her hiking walkers which were brand new fall apart a month ago as we were traveling. The soles disintegrated and left black crumbles all over the floor. We threw them away and chalked it up to a fluke. Today my Ecco Hiking boots, which I have worn maybe a dozen times over the past two years and are separating from the sole and the black crumbles are oozing from between the leather and the very bottom of the sole. They are shot. I've been buying Ecco's for 30 years and this will be my last pair. When I pay in excess of $200 for a pair of shoes or boots I expect them to be worn more than a dozen times. Clearly they are now substandard and mass produced in who knows where. I just looked up the Ecco warranty which is worthless as I don't keep receipts for more than a few months. If Ecco would refund or replace I might reconsider and yet now that it has happened twice I am sad as I really loved my Ecco's.

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12:12 pm EST

Ecco ecco ladies sandals

Purchased pair ladies grey sandals from a shoe shop in Portugal 2014. Have had light wear in them over two summers, as I mostly wear croc flip flops. This week 25th November 2015, after wearing them out walking for four hours, I find a split in side of my foot. A piece of plastic incorporated in the design - inside the fabric - of the right hand sandal has cut my foot! Can I have a replacement pair or my money back from the manufacturers? Mrs Beverly Mansfield Yacht Clemmy Marina de Lagos Algarve, Portugal.

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6:20 pm EST

Ecco walking shoes/hikingboots

I'm a tour operator specializing in Bhutan and the Himalayas. For 20 years I've been a big fan of Ecco boots and walking shoes for their strength, light weight, and support. I buy the best and I recommend what I like to my clients. This all ended 2 days ago when on my way to Bhutan with two groups of travelers, my Ecco 'Tracker' boots disintegrated with each step as I walked to my gate at Shanghai Airport. I've never seen anything like it––I thought I was either having a mental break-down or the airport floors were giving way, in any case by the time I made it to the gate I was wearing Ecco high top ballet slippers. As I walked chunks of sole and black dust trailed me the length of the airport. Embarrassing––yes! Maddening––yes! And in front of my clients who most of which were wearing the same boots––on my recommendation––unforgivable. With many hikes and treks from 10 to 14, 000 ft. having boots like this could mean injury or even worst. Hiking/trekking boots are not just footwear, they are equipment for the most important body part––your feet––if the equipment fails you're in trouble. Hiking boots are expected to perform in extremes not self-destruct––I have NEVER seen anything breakdown like this. Shoes/boots wear out yes but not dissolve. You Ecco, are knowingly putting peoples lives at risk. Going on the Net to see if my boots were unique brought me to scores of the same complaints––soles breaking down at the office, at dinner parties, etc. Mine could have been on a trek––of course if that happened my lawyers would be writing this. Looking at the past dates––going back many years––you have known about this defect, and done nothing about it. No warning, explanation of possible sole breakdown––NOTHING! Like VW you have brought your brand down to it's knees. This is not about just my inconvenience––I'm entering Bhutan tomorrow with no boots––only with a pair of back-up Keens. The boots I depend on––I have bought 5-6 pairs over the years––are useless, and I will never trust them/you again. When I return home I'm throwing away the remaining pair in my closet. I DON"T TRUST YOUR PRODUCT! Tomorrow I'm landing in Bhutan for the first time in my professional career unprepared for the elements because of your lack of ethics to your customers welfare. Sincerely, JD Keser

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12:49 am EDT
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Ecco men's dress shoes

These are comfortable and nice looking shoes. However, I've had two pairs fail due to lousy materials in the soles. First pair just stripped off. Leather uppers were near new. Sole was gummy. Second and most recent pair just started crumbling -- leaving bits of rubber flake all over. Again with the leather uppers in new condition. Please see pictures for the failure. Note how little wear there is to either the uppers or soles. My guess is the company needs to hire a chemist -- they can't be trusted with rubber compounds. Shouldn't happen to $200 shoes -- even the Chinese junk lasts longer. Given other reports here it also seems the company doesn't stand behind their product.

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10:50 pm EDT

Ecco soles disintegrated

Having found this website, I can see I'm not alone. For a $289 pair of shoes to have the soles disintegrate in chunks - in the middle of a Boardroom meeting is totally unacceptable. It's now happened to two pairs of Ecco shoes - I have seven, because comfort-wise they've been exceptional. I contacted the "Customer Service" line and received zero sympathy or empathy. Unbelievable. It's never happened for any other expensive brands I've worn and indeed never for cheaper brands - yes, soles might wear down - but to literally disintegrate without warning - crazy.
It is certainly the last time I'll buy Ecco shoes.

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11:13 am EDT

Ecco faulty soles cannot be repaired

wow, tried unsuccesfully to get my ecco shoe repaired, the soles kept splitting. took them back to Nordstrom, who then advised me to send it back to ECCO. Ecco said they do not warrenty soles of their shoes.. the shoe is really in great shape on the top, but teh soles are splitting off. Ecco said they cannot resole them nor will they replace them no warrenty on soles, and the shoe has only been worn about 8 or nine times (not in rain, snow or sleet
never buy an expensive ecco shoe, money down the drain.

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5:26 am EDT

Ecco soles disintegrate

I purchased Ecco Sandals. Very comfortable and expensive. I had a pair that I have not worn but a few times and decided to sell on eBay. They were in perfect shape (or so I thought). The buyer loved them but took them on a trip and the sole disintegrated. She sent me pictures. I had to refund her the total purchase price plus shipping. I was skeptical but started looking online and saw many many complaints of soles falling apart. I checked out my other sandals and one of them is starting to do the same thing. Can they be made of recycled material? Why do they continue to make crap and charge so much? They should be put out of business.

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1:21 pm EST
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Ecco soles disintegrating while walking

I purchase about 4 years ago a pair of ECCO Goretek shoes. I have only worn these shoes about 10 times. I live in Florida and never need the use of these shoes unless going to north climates when cold and or snowing.
I went on Thanksgiving this year 2014 to New York City. On my very first afternoon in the city I walking thru Central Park and my wife looked at me walking lopsided. She asked me to stop and lift up my foot and she saw the bottoms of my unworn shoes the sole was disintegrating and falling apart. The center of the shoes (underneath) had a tear in them that went thru the entire sole. I had only brought the one pair of shoes-ECCO shoes on my vacation.
I then puled out my phone and find out that there was a local store that sold ECCO shoes and got in a taxi and went there. Luckily before they closed that evening (Sunday). Since I did not have any other shoes with me I had to buy another pair of ECCO shoes which set me back about $250. .

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chet gopani
Longwood, US
Sep 21, 2014 8:37 pm EDT

i bought a pair of ecco shoes and did not wear for several month. Just took it out today and wear it once and shoes heel fall apart like i have never seen this before!
no more ecco shoes for me

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Carol M Ballard
Hereford, GB
May 07, 2012 8:34 pm EDT
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Sandles - Article [protected]
Black
40
Price £65.00
Bought 26th August 2011
After only one season sole on sandles beginning to split along the bottom. I do not expect this to happen to a shoe of this quality and price.

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sss
Houston, US
Jan 23, 2009 3:58 pm EST

I had to recently deal with Ecco Customer service for a pair of Lounge shoes.
Their customer service is excellent! No trouble at all in exchanging the shoes...
Highly recommended

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1:07 pm EDT
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Ecco shoe sole totally blew out

I bought a nice pair of very comfortable ECCO shoes some time ago. They did not get worn very often, probably only 2 or 3 days each month. Imagine my surprise today when I cam home and realized the inside of the heel sole had totally blown out. It looked like a blown-out tire on the highway! On closer inspection of the other shoe, the sole was rotten and pulling away from the leather uppers. They are not new shoes, but I've never had a pair of shoes, even tennis shoes, do that. I tried to find a "comments" or "contact us" link on Ecco's page, but apparently they don't want to hear from any of their customers. They were good shoes for a couple of years, but don't depend on them for durability.

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WhineyWhiner
Minneapolis, US
Jan 28, 2015 12:58 pm EST

I just had the same thing happen on a similar Ecco shoe. Made a big mess of black stuff everywhere.

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5:06 am EDT
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Ecco product quality and customer service

After just six months of minimal wear, the soles started coming away from my Ecco boots. Utterly appalled, I have asked Ecco to fix them, but I'm told their policy is to 'give a credit note'.

A) This does not respond to my needs as a customer - I want the boots to be fixed so I can continue wearing them.
B) This is hugely wasteful from an environmental standpoint - they are effectively recommending that I throw away the current pair and buy new, reinforcing the 'throwaway convenience culture' that's rapidly depleting our natural resources. This also contradicts their only policy on respecting the environment.

Never buy Ecco, that's my advice. The shoes are poor quality (I know other people who have had similar issues with the soles coming away and not had time to complain) and the customer service is worse than shoddy, it's diabolical. From what I can see, their mantra of selling high quality shoes and being a 'market leader' in environmental performance is totally fraudulent.

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Paris75
, FR
Aug 23, 2014 12:00 pm EDT

BIOM racer soles cracked barely 6 months after buying. Poor customer Service giving a voucher back for in store purchase with very limited choice. Will not be recommending the brand anymore.

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4:01 pm EDT
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Ecco poor design of ecco shoes

I recently bought a pair of Ecco Women Biom Hike. But the shoe bothers the heel from first time trying. It is totally intolerable even when wearing for one hour in the house. The insole is leather and very poorly designed at the back. It is tough and hard and the colored plastic part at the heel has deformed the inner shape of the boot in the back part. I go mountain climbing very often. It has been 15 years that I only use ecco hiking shoes and they have always been perfect. But this time the design is really bad. I took the shoe to the retail store where I bought it but they say as I have bought it in a 30% sale they cannot change it with another make or model for me. I still have payed a lot and I really don't know what to do.
I think Ecco should be try to satisfy old clients and I am totally disappointed now. Even on the Ecco there is no place for leaving complaints.

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Resolved

After 10 days contacting the Ecco Iran company, to see what they can do with the problem and going to the shop 3 times, finally they called me yesterday and agreed to change my Biom Hike 1.3 with another model (Biom Hike 1.1) which seems much better and doesn't have the problem due to different insole lining material (no leather inside this one) According to the fact that the problem was due to manufacturing and design problems they agreed although I had bought it in a sale.

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4:15 pm EDT
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Ecco poor quality shoes and poor refund system

The soles of my mother's brand new Ecco shows were melting in their original shoe box. She had bought them a few years back but kept them in their original shoe box inside the house. Me and my mother bought Ecco shoes in two or three pairs at a time if the model had the right comfort and style. I myself also had a pair that I wore only four times over three years and the leather started to fail where it was stitched to the sole. I sent them both to Ecco customer care center. I got two vouchers one for $120.0 and the other for $140.0 for the two pairs. The shoes were purchased much more of course. Here it gets very tricky, you can only use these vouchers to order shoes from their online store (http://us.shop.ecco.com) and each voucher goes towards a single pair, they cannot be combined. It is impossible to find the equivalent shoes with the value of the vouchers so you end up paying up to $70.0-$80.0 along with the voucher to get a new pair shoes. This is a very interesting business model. You see, unlike the 90's, Ecco shoes are mostly made in China, that means very low cost to the company. Originally they were made in Denmark and elsewhere in Europe. So here how they screw their customers; they sell you poor quality Ecco shoes quite expensive (at least $50.0 more than in the 90's per pair shoes). If your shoes have quality issues but you simply shut up and don't pursue a refund then ECCO made good money from you. If you take time and effort and some aggravation to pursue, then you get the voucher which will force you to only purchase from their store with higher prices where you end up paying more out of pocket for overpriced Chinese made shoes. The result, Ecco makes money twice! The solution, do not by ECCO shoes and spread the word around. This company is not is not a quality show manufacturer any longer!

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10:21 pm EDT
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Ecco - ecco online store scammers

This store claims to stock Ecco shoes at low prices with international delivery. This store does not communicate with buyers and do not send items once they are paid for online. I have lost $171.00 due to this fraudulent website. I am not the only one to have lost money due to their fake website and they should not be allowed to trade online.

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6:27 am EDT
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Ecco disintegrated sole

I purchased a pair of Ecco walking shoes in Thailand approximately two years ago but have not worn them that much, the uppers are still in very good condition. However, the rubber on the soles has disintegrated to the point where it's impossible to wear them. As I spent approximately £100 on them I feel the soles should not have perished. Is there anything I can do to get either a replacement pair or a credit note?

Christine Robinson
[protected]@yahoo.com

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7:42 pm EDT
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Ecco ecco shoes soles disintegrating

I bought Ecco Track II Gore-tex hiking shoes many years ago. They were great shoes but I only used them several times and left them in the box in my closet. A few weeks ago I ran across them again cleaning my closet and I thought I would try them on again. The leather was practically in mint condition and looked great but the soles were litertally almost melted and sticky. I thought it was really strange since the shoes were kept in a cool and dry place. But after reading the forums, I can see this is a common problem. Some people have even said that the soles wear out if not in use. I took the shoes to a cobbler and they said nothing can be done to repair them. They've said they have never seen such a thing happen. It's a shame because I own two other pairs of Ecco shoes with no problems. I guess this issue may be specific to their track series line of shoes. I will definitely be looking for another brand of shoes next time I shop for hiking shoes.

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Simon
, US
Feb 25, 2010 1:32 pm EST

After a few years, my Ecco Track gore tex boot sole is coming off in chunks and turning to powder.

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5:18 am EST
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Ecco fell apart after a few wears

I bought a pair of Ecco boots and after wearing them only a few times the soles completely disintegrated. I thought there must be a fault so sent an e mail with supporting photos to the manufacturer, but having read of so many people having a similar experience and being ignored by Ecco I am no longer expecting a reply. Perhaps all those of us who have had problems with Ecco should contact the trade standards authority. These are certainly not cheap boots and shoes. I have had far better wear from much cheaper boots from Cotton Traders and Millets. As you can see by the photos, although the soles have had it the uppers are in little used condition.

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MCouto
Fresno, US
May 16, 2014 6:37 pm EDT

My husband's ECCO Soles on both of his shoes are disentagrating on the heel.The leather upper looks great but the rubber is awful! It's embarrassing! The number on the shoe tongue is [protected]. We have never seen anything like it! I will tell you this much, ECCO used to be his favorite go to shoe, not any more! Back to buying Rockport or anything but this terribly made shoe. We need a brand that we can rely on and ECCO is not it.

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MCouto
Fresno, US
May 16, 2014 6:28 pm EDT

My husband's sole on his ECCO shoe's are disentagrating. The leather upper is in excellent condition but both soles are so bad we have to throw away perfectly good shoes. They should have to recall all the shoes with this type of faulty sole. These are not Cheap Shoes!

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