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3.5 311 Reviews

How responsive is Ecco's customer service?

189 Resolved
121 Unresolved
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Ecco is generally doing well in dealing with customer problems, which is nice to see! But there is still a lot of work to be done (for example, responding to all incoming complaints). We suggest reviewers take some time to understand how exactly the company operates. Reading other customers' experiences can also give insight into how Ecco handles challenging situations.
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7:50 pm EDT
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Ecco Disintegrating soles. I tried to give zero stars but it would not let me

I purchased some Ecco boots some time ago, but seldom wore them. You can see from the photos they have little wear. My lifestyle changed which would have allowed me to get much more use from them but when I pulled them out of the closet, the soles are totally falling apart. Based on other reviews that said corporate stores have a warranty policy for this well known issue, I took them in but was told the staff had no idea. I could email the manager. Which I did, twice, accompanied with photos. Sadly, I received absolutely NO response.

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Update by AwfulShoes

Hello customer service!

Can you please advise why you told me to reach out to eccocanada and have them deny the claim based on the fact my shoes are over a year old, although I disclosed that fact above. Is the Canadian warranty inferior to that in the USA?

Update by AwfulShoes

i contacted customer service in Canada as you suggested.

However they have denied my claim as my shoes are over 1 year old, which I acknowledged in my original post. I did also point out they had very little wear which could be verified by looking at the pics of the soles. Why would Ecco satisfy other customers' claims for similar situations, but not mine, for a known Ecco problem?

NOT happy.

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2:53 pm EST
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Ecco The sole on Ecco shoes

Because today was a really warm day, I decided to wear my Ecco shoes. I was visiting a friend at a residence. As I entered her room, I noticed black pieces all over the floor. At first I thought it was earth from outside. Then I realized that soles of my shoes were disintegrating. I tried to remove as much as I could, but then small pieces were all over the floor. Never experienced this. Quite an ordeal getting home.

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Ecco Ecco Light heels disintegrated

I have three pairs of Ecco Light shoes that I bought several years ago. I only wear them in the winter. I wore a black pair the other day and when I got home and walked on our wood floor realized that something was wrong. I looked at the bottom and half of the sole had fallen off. I figured - OK - old. I threw them away. But then I wore another pair and the same thing is happening. A small part of the heel has fallen off.

Claimed loss: Two pairs of Ecco light. One black, one brown

Desired outcome: One pair of shoes to replace the two that are no longer wearable. And if the third pair also falls apart, a coupon to buy another pair. At a minimum, a response that tells me that there is something I can do to save the third pair.

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Is Ecco legit?

Our verdict: Ecco has achieved a rare feat of perfection in legitimacy, as per the rigorous analysis conducted by Complaints Board. This achievement underscores Ecco's position as a benchmark of trust and quality within its industry. Users and clients of Ecco can engage with its offerings, confident in the knowledge that they are dealing with a top-tier, fully legitimized company.

Ecco earns 100% level of Trustworthiness

Perfect Trust Endorsement: Ecco achives 100% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Ecco. The company provides a physical address, 30 phone numbers, and email, as well as 4 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Global.ecco.com has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Global.ecco.com has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Several positive reviews for Ecco have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

Global.ecco.com appears to have online shopping features, it's important to know that the platform supports an extensive range of payment methods, making it convenient and easy to complete your transaction. The payment procedure on the website is also relatively simple and straightforward, ensuring a smooth and hassle-free experience for buyers.

Global.ecco.com regularly updates its policies to reflect changes in laws, regulations. These policies are easy to find and understand, and they are written in plain language that is accessible to all customers. This helps customers understand what they are agreeing to and what to expect from Ecco.

However ComplaintsBoard has detected that:

  • Global.ecco.com is being iframed, Iframes can be used for legitimate, For example, iframes can be used to embed third-party content such as maps, videos, or advertisements, which can enhance the user experience.
  • Ecco protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
  • The website belonging to Ecco has a low number of visitors, which could be a red flag for users. However, it's important to conduct additional research to fully evaluate the website's legitimacy and trustworthiness.
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Ecco ECCO Hiking Boots 3DS

Hi ECCO,

My initial Complaint:

Ecco hiking boots

Purchased at Macy’s Corte Madera, CA

Date unknown

Worn 2-3 times

ECCO Hiking Boots 3DS

[protected] L

GORE- TEX

Made in Slovakia

Condition - excellent EXCEPT the soles are sticky and I can easily put a fingernail into it - what a shock!

Can I exchange these for another pair of ECCO hiking boots? I was going to wear them to hike in New Mexico

12/7/23 - update explaining why I need to reopen my claim

At the suggestion of a friend, I put on the ECCO hiking boots and the soles completely fell apart in minutes, so I would like to reopen my claim from 10/2/23. I have new photos of my boots taken on 11/10/23 to support my claim if needed.

Please let me know what you need me to do to reopen my claim. Thanks for your help.

Sincerely,

Anne Wolfe

[protected]@gmail.com

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Ecco - Ordered 5 pairs of shoes... Credit card was charged and order was not received

Ordered a pair of shoes on Black Friday (11/24/2023). Waited a few days and decided to check on the order and emailed Ecco CS on 11/29... was told there was a little bit of back log due to the high volume of orders... and I said no problem that's fine. Still no movement by the end of the week... I check my credit card statement and I was charged for the...

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Ecco Ecco mens shoe

Several years ago I purchased a pair of ecco shoes but rarely wore them. I was going to wear them to a wedding last weekend an the heel and bottom of the shoe actually fell apart. They appear to have been made of some type of recycled rubber compound. I was lucky it happened at the hotel and I was able to get a new pair of shoes quickly. I wear all ecco boots, sandals and other shoes. I did not keep the shoes but do have photos if interested

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7:21 pm EDT
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Ecco This shoe has scarred and blistered my son's foot and it is not comfortable at all

I bought this shoe from Amazon and sent it to my son who is in another country, unfortunately the shoe hurt his foot from the back and his foot blistered and it is a very dry shoe compared to the example in Clark shoes, it is not a comfortable shoe at all What should be done?

Order date

15 Sept

Order #

[protected]

Order Total

£101.69 (1 item)

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10:03 pm EDT
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Ecco Womens shoe soles disintegrating

I have in the past had to throw away 3 pairs of Ecco shoes which, over a period of 2 years or so, have disintegrated either the inner lining, the sole , or both. Today (8/10/23). I note this is ahppening yet again to a pair of shoes I only wear infrequently.

I see from reviews online this has been happening for years however it seems it is still happpening. Ecco has blamed "hyrolysis" of the sole https://ctwatchdog.com/business/ecco-shoes-warning-almost-new-expensive-shoes-disintegrate howevre the problem has not been rectified. I note your response to one customer is "UPDATE: March 15: Ecco sent me an email saying the company will send me a shipping package so it can inspect the shoes.". Can you please progress my complaint.

Desired outcome: Can you please progress my complaint and reimburse if product is faulty

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Update by Kate Morgan
Nov 14, 2023 12:25 am EST

Please note that the link only takes me to the limited warranty page. The problem I had with the shoes is a repetitive problem according to other customer complaints. The shoes are older than one year however have only been worn half a dozen times. Please advise where I go next to further this complaints.

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Ecco Sandal soles falling apart

Hello

I have a pair of ladies Ecco sandals and the soles are falling apart. I would like to have them replaced. Kindly let me know how this can be done . Sandals started to fall apart last year so I am not able to wear them.

thank you

Irene Fernandez

[protected]@hotmail.com

Serial16503 38A513540 or 510 or 5A0 ending I can’t tell

Made in Thailand

Desired outcome: Replacement of sandals

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Ecco Absolutely no customer service

ECCO not only sells defective products they don't have a real customer service department. They only deal with people via email. The chat version did not work when I tried that.

It took two months for ECCO to respond after I sent back sandals that the soles broke apart.

It then took two weeks for them to send me the wrong color replacement sandals.

I have spent another two weeks trying to deal with "customer non service" to have the sandals replaced. They require me to send the wrong color sandals back before they can replace them. However, I was told it will take several weeks before I should expect a response.

I have no idea if they will reissue a credit to accommodate a warranty claim.

Absolutely nonsensical waste of time.

Desired outcome: They should get their customer non service in line with excepted norms by being responsive and timely to their customers.For me, I want the correct color sandals in a week or so not in three months.

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Ecco Ecco hiking boots

Purchased at Macy’s Corte Madera, CA

Date unknown

Worn 2-3 times

ECCO Hiking Boots 3DS

[protected] L

GORE- TEX

Made in Slovakia

Condition - excellent EXCEPT the soles are sticky and I can easily put a fingernail into it - what a shock!

Can I exchange these for another pair of ECCO hiking boots? I was going to wear themto hike in New Mexico.

Please note: All other ECCO boots or shoes that I’ve purchased at MACY’s have been of exceptional quality and have lasted for years!

Thanks for your help!

Desired outcome: Please respond Can I exchange these for another pair of ECCO hiking boots? I was going to wear them to hike in New Mexico.

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Ecco - ECCO Yucatan Adjustable Strap Leather Sandals

Dear Customer Service, I bought my ECCO Yucatan Adjustable Strap Leather Sandals in tan at Belk in the Summer of 2019 and only wore them a handful of times that Summer. Due to the Pandemic, I was working from home in the Summer of 2020 and 2021, and I did not wear these sandals when I was out. I pulled them out of the container August 30th, 2023 and the...

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Ecco Black ecco dress shoe model #41a [protected]

Shoes were purchased from Nordstrom's Rack several years ago prior to the COVID pandemic. Shoes were not worn extensively as I was working primarily from home in recent year. I recently wore the shoes to a funeral and the heels deteriorated and crumbled as I attended the ceremony. It looks to me like the hydrolysis issue that has been noted on the ECCO site.

Desired outcome: Replace shoes or at least provide some allowance toward purchasing a new pair.

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Ecco Shoes dissintigrating

Hello,

I at first didn't know about this issue and saw that I had a couple of my shoes had disintegrated and at the time I just threw them away. I thought boy I lost a lot of money from those shoes, so this time I searched through the internet, like the reps at ECCO store in New Jersey had advised, and found that a lot of other people had the same issue. I found a link at us.ecco.com which will create a complaint with ECCO and then create a UPS mailer to send them to ECCO for review.

I don't know how long this will take but hope this doesn't take too much time.

I have purchased ECCO products from various countries because my work had me travel. The countries I purchased them include the following: US, Kuwait, Bahrain, Oman, UAE and Saudi Arabia. But most of the shoes I bought were from Las Vegas, NV and Lakewood, NJ.

Thanks again,

James Ephlin

[protected]@yahoo.com

Desired outcome: Replace the shoes

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Ecco Quality of soles on men’s shoes

I bought some Ecco black leathers shoes and have only worn a handful of times. I purchased them in Ecco Ashford in 2019 and upon wearing them on the 20th June 2023 the sole and heel disintegrated on both shoes. The quality of the shoes are not fit for purpose having worn them only a handful of times.

Contact details

John Denton

[protected]@gmx.com

Desired outcome: I would like some compensation towards a new pair of Ecco shoes to replace these ones.

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Ecco Ecco gore tex golf shoes

I purchased a pair of Ecco gore tex golf shoes from the local golf store. Unfortunately, they went faulty (in exactly the same way as displayed on the pictures) within 12 months of purchasing them so I returned them to store where they issued an identical replacement pair. They are now faulty in exactly the same place on the second pair. The store are unable to reissue a replacement pair and the online customer services have said they can’t do anything either because they weren’t purchased on the Ecco website. I feel incredibly frustrated.

Desired outcome: Replacement golf shoes, because two pairs have been faulty in the same way.

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Ecco Man shoes

Between [protected], while I was located in Toronto (Canada), I bought a number of Ecco men shoes and a pair of boots for myself. I admit the Yak leather boots were my every winter pair of boots - excellent quality. I can't say the same for 3 pairs of men shoes. I usually wear sport shoes and these Ecco shoes were more for occasions - like going out to a restaurant or some similar events. Since 2013 I work from home - so no office work, not much walk on thee shoes. In fact they've been stored in their cardboard boxes most of the time in a closet where the entire family keep their spare shoes.

This morning I pulled one of the pairs with the intention to wear it - I was going to meet someone. I noticed some squawky sounds on the floor tiles but I didn't pay any attention. Then, in the car I noticed a lot of stuff sticking to my shoes soles. Long story short, the soles were disintegrating and having a tar like glue on them. With my bare hands I was able to remove most of the soles on both shoes.

I came back home and went back to check the other 2 pairs - better than the previous one but when I flexed them, they both got big cracks so it's basically the same process destroying the soles.

Now, I was a fan of Ecco shoes and these shoes were not cheap so I was not expecting this kind of awful experience after some years while the shoes were properly stored. I mean I have other no-name shoes, older than these Ecco ones, which are still alright.

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Ecco My beautiful Ecco shoes soles

My Ecco shoes lost the soles at church. What a shame to leave all the black rubber in my pew and aisles.

The upper leather still looks brand new.

this happened yesterday, June 4, 2023.

I buy Ecco shoes all the times. This is the second time it happened to a shoe of mine.

I have had the shoes for a while, but I have many Ecco shoes to rotate.

I believe if this issue cannot be resolved I have to buy from another company in the future.

Desired outcome: Replace

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Ecco Pair of Men's shoes

The incident occurred in April, 2023 - the bottom of the shoe came off. I'm sure the problem had to start long before. I do not wear these shoes in Minnesota winters, so they remained in my closet since last Fall before wearing them this Spring. Right shoe, 2/3 of sole came off. The left shoe had pieces of sole side come off.

I've had the shoes for quite some time and have always appreciated the comfort, the wearability. and style of these brown color tie shoes.

Desired outcome: I like the ECCO Brand and I would really like to replace these shoes.

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Ecco Ecco Shoes

I wore my Ecco Shoes over to my friends place the other day and when I was in the other room I heard them asking what was is all that black stuff on the floor. When I went back in I found out it was me - or my shoes. The soles were falling apart and leaving a trail of black rubber all over the floor.

I was so embarrassed I took off my shoes and went barefoot so I wouldn't cause any more mess. Luckily I was not out somewhere else.

I was shocked to find the soles falling apart, I love these shoes, they are so comfortable and are not a cheap shoe to buy. I was expecting a lot more quality for what I thought was a quality shoe.

Desired outcome: Repair or Replacement

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Contact Ecco customer service

Phone numbers

8800 444 2525 +45 74 911 625 More phone numbers

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