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Ecco Shoes

Posted:    

Disintegrating Soles

Complaint Rating:  91 % with 33 votes
91% 33
4.55
Contact information:
Ecco Shoes
Sarasota, Florida
United States
When the soles of my Ecco MX hiking boots turned to gel and layer underneath disintegrated and tracked black gunk all over the carpet and tile, I thought that I had a truly unusual situation. I had worn them only a couple of times, stored them in an air conditioned closet with no humidity or UV. While looking for company information, I came across this website and was amazed that this was clearly a manufacturing defect. Even more amazed at the company's lack of interest or attention. So I wrote an e-mail to Ecco customer service. No response, two weeks later. However, I give credit to Dillard's, where I purchased the shoes (2 identical pairs, no less @$225 each), as they made an adjustment for my inconvenience. By my count, I have purchased at least 10 pairs of Ecco shoes over the years; based on their lack of response, I'll now turn to a competitor. I can't believe, from what I've been reading on your site, that I am precisely the type of return customer that they're alienating! Oh well, nothing lasts forever...
Complaint comments Comments (20) Complaint country United States Complaint category Clothing, Shoes & Acc

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N  27th of Dec, 2008 by    0 Votes
My Ecc0 walking shoes lost their soles in large flakes before they had been worn very long. They were very comfortable and another pair of Ecco's was wearing well, so I thought it was just a fluke and bought a pair of Ecco suede wingtips. The very first day I wore them, the soles cracked across the ball of the foot and the heels began losing large, sticky chunks all around their perimeters. That's two out of three pairs, too high a percentage of early sole failure to be isolated incidents. The faulty soles were of different materials, too, so there was not just one bad batch of sole material. Very comfortable (expensive) shoes, well-assembled, but not worth the risk of buying again. I hope the company fails for its lack of customer concern.
A  6th of Mar, 2009 by    0 Votes
Last year whil visiting the US I bought the most comfteble and expensive hiking boots I ever did, Ecco's.
The seller (Harry's Soes NY) said they will last me for many good years. A few mont after, the sole started to peel off. I took it to the shoemaker. He glued it and stiched it, and did not understand why it wad not stiched in the first place.
N  9th of Mar, 2009 by    0 Votes
I had not worn my black dress (expensive) Ecco shoes in over a year. They have been tucked away in the closet. But I have always loved them and they've been great for the right occasion. However, this past weekend I had them on while I was trying on some new suits at a men's store and noticed that he heels / soles were completely disintegrating and falling apart in sticky chunks all over the floor. You cannot imagine my disbelief and embarrassment at this gunky, yucky mess. It was horrible. I'm going to figure out if they are worth trying to repair or if they are suddenly trash. Truly, I have never seen anything like this with any pair of shoes. I'm guessing they must just be expensive JUNK. So disappointing.
A  1st of Dec, 2009 by    0 Votes
It happened to my Ecco shoes too, I havent even wear for a year and it started to crumbles and I almost twist my foot.
N  14th of Mar, 2010 by    0 Votes
I had same problem with Eccos. Here is my article with pictures:::http://ctwatchdog.com/2010/03/14/ecco-shoes-warning-almost-new-expensive-shoes-disintegrate#comments
N  9th of Apr, 2013 by    0 Votes
Three pair of Ecco shoes have soles that are disintegrating to the point that I leave a trail of black crumbs and marks where I walk. Didn't know it was happening until I was at a meeting. It was embarrassing.
N  17th of Dec, 2013 by    0 Votes
Won't be buying ecco again, no customer service in Ireland, they do a visual check as if this will recap manufacturing faults an tell U to like it or lump it, it would be less hassle if they were up front an just stole your money, im being passed from Europe to England like a hot brick some company the customer is wrong, never buy from this lot again
N  7th of Jun, 2014 by    0 Votes
I'm another unhappy consumer. I'm 3 for 3 with ECCO shoes and the disintegrating soles ... and each pair was at the upper end of their price scale. I liked the shoes right up to the messy end with the uppers still in good condition.
A  13th of Nov, 2014 by    0 Votes
I'm from Ireland and I had that same experience also with three pair of Ecco shoes, two of which had very little wear. I returned these two pair to their H/Q in Cork Ireland. The reply I got was worst than dreadful - it was curt, rude and most condescending. On receiving their reply I unfortunately tore it up in disgust & temper as i should have sent a copy of it to Ecco World H/Q. That finished me with Ecco for life until I bought a pair of Ecco Golf shoes hoping for something better at €220 a pair - but no - same problem again - yes you may say - I deserved it - No, No, No never Ecco again
N  21st of Feb, 2015 by    0 Votes
Unfortunately for me, last month I was vacationing in Buenos Aires and wore my Ecco shoes out for a fancy meal. I noticed the shoes were falling apart as I left my table. It was embarrassing. As other people have mentioned, they make a HUGE mess with tiny crumbles of black crap all over the place. Rather than pack them in my suitcase to travel back home with them, I threw them out AFTER taking many photos of them. I contacted ECCO USA, who were going to replace them, but told me they do not ship to Canada. They referred me to ECCO Canada. Unfortunately ECCO Canada’s customer service leaves much to be desired. They only responded to my email after sending emails several days apart, and they refuse to offer any compensation without being able to “inspect” the shoes. They admitted there was a problem with the soles of the shoes, and I attached numerous photos of the shoes, but they don’t care about my plight. It’s not like ECCO shoes are inexpensive, and after their less than stellar customer service, I will never purchase another pair of ECCO shoes, nor would I ever recommend them to anyone.
D  27th of Dec, 2015 by    0 Votes
I had a pair of ECCO shoes made in Denmark that disintegrated at Thanksgiving dinner in 2015. I contacted ECCO in the US at 877-240-2365 on November 30th and explained the situation. They sent me a postage paid bag to ship the shoes to NuShoe for evaluation. On December 16th I received an email from NuShoe stating that they were forwarding their evaluation to ECCO and giving a 4 to 6 week processing. On December 27th I received a letter from ECCO agreeing to replace the shoes. They enclosed a gift card for one pair of shoes, not to exceed $150. The card had to be used at their online web store where I found a very nice pair that were on sale at $149.99, marked down from $200.

It probably helped that the shoes had very little wear as I don't have many occasions to wear black dress shoes. I also sent a nice letter along with the claim form.

I am satisfied with the response from ECCO and will continue to buy their shoes.
A  9th of Feb, 2016 by    +1 Votes
I had almost the exact same experience as Steven in Baltimore. My shoes were a few years old, but they are dress shoes and I hardly ever wear them. They fell apart Dec 2015, and now I have some brand new shoes that didn't cost me a penny. Thank you Ecco for standing behind your product.
N  21st of May, 2016 by    0 Votes
Called customer service at 877-240-2365 due to similar described problems. On other sites several postings said that ECCO was not responding to complaints. So I guess something has changed. The representative I spoke with took ownership of the problem. After a brief description of the heal disintegrating the ECCO rep assured me that the defect was theirs to correct.

As noted by Steve in Baltimore, it may help to remain respectful when there is a grievance. Fight the unacceptable standards without losing principles. Win or lose you don't want to feel jaded by the experience. However, I don't think my attitude made much difference here. Clearly, something must have changed or Steve, Tony and I just happened to get the same nice ECCO representative.
N  23rd of Sep, 2016 by    0 Votes
Same experience - called 800 No. - super service - now waiting for mailing bag. Thanks for the tip!!!
A  21st of Nov, 2016 by    0 Votes
I've had three pairs of Ecco's fall apart---mostly sport shoes. While I appreciate having the 800 customer service #...I'm DONE with Ecco. How in the world can a brand with such a well-earned reputation allow this to happen--let alone not seem to care? Bye bye Ecco.
A  1st of Feb, 2017 by    0 Votes
Why can't ECCO just reformulate their soles? I have a pair of 30 year old Doc Martens that will outlive me. These are not shoes you buy at Walmart. ECCOs are supposedly a premium level shoe. It's too bad that there appears to be a built-in self destruct mechanism in these shoes. I'm done with ECCO and moving on to other brands.
A  23rd of Apr, 2017 by    0 Votes
CAUTION: Be careful about taking advantage of EccoUSA's policy of checking your shoes for defects/problems. They will provide you with a free mailer to send your shoes to them for inspection. I did this with my favorite pair of shoes with a note that I wanted them sent back to me since they were in very good condition except for a small sole issue. Instead, they sent me a gift card and destroyed my favorite shoes. They refused to return my shoes. I even wrote to their global headquarters, but received no answer. I wanted them to return my shoes as I had indicated in the note that accompanied my shoes to them or to have them make me a new pair. No response from global headquarters. This was a terrible experience for me with ECCO.
N  2nd of May, 2017 by    0 Votes
Same sad tale. My Eccos were comfortable, good looking and the soles came completely unstuck from the uppers. I'm pretty sure I could remedy the situation with duct tape, but then my wife would never be seen with me again. I'm old: my shoes never wear out. My closet is packed with shoes of great antiquity whose soles are still attached to the uppers. On the bright side, $140 is pretty cheap tuition, right? Now I know.
A  8th of Jun, 2017 by    0 Votes
Same story with my three ecco dress shoes.beautiful shoes but heels come off n all.when shoes were made in Denmark no such problem but now they are poorly made.what a shame
N  17th of Jun, 2017 by    0 Votes
Here in Australia in July 2010 I bought 3 pairs of Ecco shoes at the same visit, all for different weekend purposes: a casual all leather winter sneaker-style, a lightweight suede bowling-style, and a heavier walking shoe with Gortex for wet weather. They were the latest designs so not on sale - and Ecco shoes are not cheap (unless you're used to buying Manolo Blaniks of course). Given I only wore these Ecco shoes on weekends I expected the soles would take time to wear out (eventually, you know, like running shoes do - with wear), not go squishy underfoot and crumble to nothing. All three pairs disintegrated at the same time this year - talk about having a used-by-date! Yes, I had them for 7 years but they were hardly worn and the wardrobe saw them more than my feet. All leather shoes don't disintegrate in the wardrobe! True to form the Gortex upper lasted, as you'd expect...but not Ecco's crappy purpose-built, self-destruct sole. I'm now in the market for replacements and intended visiting an Ecco store this weekend, but given the comments here I won't bother. Thanks to everyone for saving me money and time. Ecco is trashing the name of Danish design - send a complaint to Fred and Mary, who promote their country's design credentials.

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