Chaco Tracking Order Status

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.

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.