I came in looking at ugly shoes! And walked out with woody crocs!!! The guys are awesome specially Fernando!!!

I rarely leave one-star reviews, but I had a concerning experience with a store manager today. I returned to the store after realizing I used the wrong coupon on a Crocs purchase. When I was told the correct coupon couldn't be applied after the transaction, I accepted it and proceeded with a return. While waiting, my teenage daughter overheard a manager, Fernando, say to another employee, "Tell those girls that our returns aren't working," then quickly retract it when she looked over. We completed the return without comment. As we were leaving, the same manager, Fernando, called out to my daughter, "Next time take a picture." When I asked what he meant, he said she had been "staring" at him. I told him she is a child and that the comment was inappropriate. He responded, "I am a child too." I then asked for a supervisor and was told none were available; I later learned he was a manager. Another manager stepped in, apologized, and offered the Crocs at no charge, which I appreciated. However, the issue is not the product or the resolution, but the behavior of a manager making a confrontational remark toward a teenage customer as she was leaving. I will be reporting this to Crocs corporate. Customers, especially minors, should be treated with professionalism and respect at all times. read more

Crocs - Fernando, the "manager" who told my teen daughter to "Take a Picture Next Time" because she looked at him. - Shoe Stores Near Me - West Covina, California

I left this store feeling completely taken advantage of. I purchased two pairs of Crocs and was told there was a promotion for $10 off a purchase of $75 or more. During checkout, the associate Fernando repeatedly pressured me to add a shoe care product, insisting that I needed it in order to qualify for the discount. Even after I declined multiple times, insisting the amount before tax surely exceeded the threshold of $75, he continued pushing the item and eventually added it to the transaction. When I got home and reviewed my receipt, I discovered that the two pairs of shoes alone in fact already exceeded the $75 requirement before tax. In other words, I already qualified for the promotion and did not need the additional product at all. To make matters worse, I was also charged for a reusable bag that I never requested. My husband returned to the store to address the issue and was told that the promotion doesn't properly work in their system unless customers spend more than the advertised amount. The employee also stated that this has been happening for a long time. While my husband was addressing the transaction, he observed other customers being encouraged to add items to their purchases as well and they began to question their transactions! This wasn't a misunderstanding. I specifically declined the extra product, questioned the pricing, and was still persuaded into purchasing something I didn't need based on information that turned out to be inaccurate. The amount of money isn't what bothers me most. What bothers me is feeling taken advantage of. Customers should not have to double-check whether they're being told the truth about a promotion, and they certainly shouldn't be charged for items they didn't ask for. I've already contacted Crocs customer service and filed a complaint. I hope this is taken seriously because no customer should leave a store feeling deceived after making a purchase. read more

Disappointing customer service experience. The employees didn't seem very knowledgeable, and Fernando in particular came across as rude. We tried to return two Jibbitz we no longer needed, but instead of just processing it, Fernando questioned whether we were sure, saying that because we'd bought them on a "buy 5, get 2 free" deal, returning 2 wouldn't actually save us any money -- as if keeping all 7 costs the same as keeping 5. That didn't seem right to us, since the discount should be prorated across all the items, meaning the return would still make a cost difference. When we asked him to clarify, he just said, "I'm asking you a question," without explaining further. It left us feeling confused and a little talked down to, especially since his reasoning didn't quite add up. Eventually he took the receipt and processed the return without much else said. It shouldn't be this uncomfortable to do a simple return. read more

Great environment and excellent service. I came in for a few pairs and was treated vary well

Walked into Crocs today and had a great shopping experience. Sydney greeted me at the door which was nice! This lady Estrella was helping me get sizes for what I wanted and was very quick. She told me the deals for the jibitz, so I got a few. Overall it was a quick easy trip and had good customer service. Will be returning to shop here. read more

Crocs - Blue frost - Shoe Stores Near Me - West Covina, California

I remember the employee who helped me was Shana, she was nice and told me the deals for the store. The store had all kinds of crocs and charms for them. Can imagine indecisive people spending a lot of time here. It looked busy on the Saturday when I went. I bought croc charms then left, super quick checkout. read more

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The staff were so nice and patient. I'm new to Crocs and spent over an hour trying them on and asking questions lol. Fernando and David were so helpful. I ended up loving the classic crocs but was bummed the straps didn't have holes. Cue Fernando calling other stores to see if they had the pink straps with holes. They didn't, but still happy with my crocs! read more

It was a bit weird the way I had to walk into the store. We had to enter and immediately turn right and go through a pillar and a display. I assumed there was a spill but we weren't told anything. The workers were nice though. The lady out front guiding people inside the store wasn't the friendliest. It was an interesting experience. read more

Amazing experience thanks to Fernando and David! Two standout individuals who are doing a great job. Croc on

Walked in for the first time with intentions to buy some crocs and as first timers we were unsure of size took us a little looking around. None of the workers tried to help us with sizing, or even bothered to ask if we needed help. Some girl came up to us to tell us store was closing in 10 minutes and they needed people to check out before that time. As a customer you should be able to take your time, if they were closing they could have asked if they could help to make process faster. This store Lost customers today. This is why the mall stores are losing customers to amazon and other retail stores. Customer service should be #1 priority in any store. This croc store at west covina mall made us feel horrible. read more

This is actually a very nice store. And sales people are very helpful. I did not like that just because the crocks are black they would not be included in the sale. See picture. The Crocks of course are pricey as it is already so when a sale is going on all the crocks should be on sale, not just because they are a popular color they should not be on sales. All in all a nice experiment just somewhat disappointing. read more

Crocs - Just because they are black they are excluded from all promotions...‍ - Shoe Stores Near Me - West Covina, California

Went yesterday, no acknowledgment or even asked if I needed help when I was there. Decided to take my money somewhere else .

Very disappointed of the lack of customer service i experienced at this location. I'm a merch manager at another company and always pay attention to the marketing and promo signs to ensure i read all the fine print, at this location they had a promo sign above all clearance crocs stating "all clearance buy two get two free" with no fine print stating that it excluded anything, I asked one of the associates for a price check on a pair of crocs and she told me they were $10 since it was apart of the 75% off on the clearance crocs. Spent over an hour on trying to find 4 pairs of crocs since i was under the impression that when you buy two pairs from clearance you get another two free, when going to get rung up a male associate was starting our transaction and i seen that the total was not including the buy two get two free, i immediately addressed my confusion on the promo sign they had up and questioned how it worked and he told me to ignore that sign that they only had it up because a district manager told them to put the promo sign up. Thought that explanation was very unprofessional especially because i've worked in retail for quite some time and would never handle a situation like this and tell a shopping customer to ignore a sign that me and my team put up, it was very misleading. If that sign was supposed to be up because a district manager told them to keep it up, then i would expect the associates to vocally explain the promo of the day and address any misleading signage to prevent confusion. When i changed my mind on getting 4 pairs of crocs to only purchasing two because of the confusion on the promo he made a comment and said he shouldn't have said anything implying that he should have just left me buy all 4 pairs of crocs since it was a bigger transaction! never do i go out of my way to write a review on situations like this especially because i understand how it can be to work in retail but truly disappointed in the lack of customer service i experienced today. read more

If I could give a big ZERO star, I would. Very rude bidder, salespeople who have been there too long. They treat you like their doing you a favor instead of earning their wage. Bad attitudes and lack of enthusiasm toward product. Newer staff members are kind and sweet. Management, please make positive changes to this store. I won't return ever again. read more

I went into the crocs store very excited to get my first pair of crocs, I then asked a young girl that worked there (she had pink hello kitty crocs on with hello kitty charms) and blue jeans today 12-10-23 to please help me put my charms on (keep in mind these are my first pair of crocs) she then said "um I can teach you?" which seemed to me that she didn't want to put all of my charms on for me is what I had gotten from her... which was true because once she did one charm she had just left and walked away leaving me helpless and struggling to put my other charms on the crocs I had just purchased. Croc managers, please do better to tell your employees to be more helpful especially if that person approaches with much respect. I definitely should have asked for a manager read more

Well so far it was pretty good. I made it to the store shortly before it closed the cashier explained to me all the prices on children's and adult sizes and all I needed was to purchase a gift card and I got great customer service. read more

Two stars reason being selection was ok for 3 stars but meh 2 stars b/c this store is way too jam packed...I was going to get some jibbits but not sure where the line started and ended...ultimately I guess I wasn't in the nonexistent line and I wanted gonna wait 10 years for 5 jibbits and it was so stuffy #No thank you...and there were a lot of workers but some were helpful and others just chit chatting with eachother...do that in the back plz it was so packed I was getting claustrophobic and extra ppl not helping make room for over abundance of ppl if ur just hanging out...felt like anime expo w/o all the fun and cosplay maybe I'll give it another try in the future but it's a NO today...that being said I love crocs and hope it gets better here. read more

I needed to exchange an online order for a pair of shoes I had ordered for my nephew. I purchased the largest kids size for him, but he needed one size up which is the more expensive adult size category. Not only did they handle the exchange pleasantly and effortlessly, they also honored the discount that I had originally used for my online order and applied it to the new shoes, which is something that the Ontario store was not willing to do. Thank you to the team members that helped us! (two young ladies who's names I can't remember at the moment - I remember it was a manager and another sales associate) they went above and beyond to help us. read more

These 5 stars specifically go to ALYSSA! I called in last Saturday 2/13 with a lot of questions and she answered them all very sweetly. I was planning to go to the store to buy matching crocs for my niece and I and she let me know the sizes, the colors, etc. I told her it was a little Valentine's gift for my niece and she went above and beyond to find matching crocs in both our sizes and gave us options. I wasn't able to meet her since her shift ended before I got there, but she put them aside for me. She provided me exceptional service and I would definitely go back because of her. She was the best! read more

Mike was our associate that check us out and gave us the best customer services. He also explained that promotion they had and waited for us to find a second pair of crocs. I highly recommend going in this store when he is there. Great Customer Service! read more

My parents came looking for their first pair, both settled on styles that have been marked down to $49.99, Lauren was very kind and patient in assisting with sizing and she even informed us that because it was marked with a green sticker we would be getting an additional 25% at the register. While getting rung up we noticed that one of the pairs were rung up and marked down to the wrong price. We informed Lauren who quickly went to get her manager Michael. This is where it gets messy. Michael informed us that it was marked down according to the original price. My parents informed him they the sticker price has been adjusted to $49.99 and since it was indicated with a green tag it should have the additional discount applied. Instead of assisting us he tells us that there is nothing he could do to adjust this. He then turned over and said "so what do you guys want to do?" Im sorry? What?! My mother had to reiterate what she was told from his own employee and he finally gave us the adjustment. But of course before we finish he tells us.."fine, you know what? I don't want to argue today, argued with another customer yesterday" First of all, when a simple issue like this happens and you would like to save the sale, you could simply offer your customer other merch at a discounted rate. Maybe store credit? Maybe even just apologize, void the transaction and start over. Secondly, as someone who has done the retail gig, do not ever raise your voice/ change tone to escalate a simple issue with customers. Lastly, why would you even disclose to the people in front of you that you had a previous altercation with another party. Crocs do better with the staff at this location. Or at the very least retrain your manager Michael. Shout outs to Lauren who handled this situation with much more grace and professionalism than her own leadership. You saved this experience. read more

Today I had a Disney day and needed crocs for comfort. Tiffany and this other lady helped me get cute crocs. Thank you so much guys!!!

I called here about a month ago and spoke with Allysa. She was extremely patient and informative. I had numerous questions as I live over an hour away, didn't want to make that long drive without knowing their business hours, sizing, etc, and she never made me feel rushed or silly. Allysa was amazing! read more

This morning I visited this store about 30 minutes before it was 11am when it was time to open. You can see the employees chatting it up, just walking around the store barely doing anything! After 11am they're still not open and they're just rudely staring back taking they're time to open. All the other stores are open now and its starting to getting busy. The few people waiting outside as well, got frustrated on their procrastination and said, "their just talking not doing anything, forget it!" And leave. The cashier STILL looking at me while she's counting the money for the register, STILL taking her slow time. An employee now waits at the glass door, waiting for her to finish counting the money. Then opens just to tell me that she still counting, I said it's after 11am and you guys were just talking and chillin, I have things to do... with no apology or nothing she just looks at me and just looks at the cashier again.. Finally she let's me in, I go straight to the register to do my return and the girl is still COUNTING!... gives me NO acknowledgement and I have to greet her first. After that she just had a bad attitude with the whole process of my return, like im the one inconveniencing her! Very poor customer service. First time visiting a CROCS location and it was very disappointing. read more

This shop is new to the West Covina Westfield.So far the customer service is good and they're pretty attentive.Great for the locals,now they don't have to drive to Glendale or Cerritos to shop for their Crocs.If they don't carry the pair you want not to worry.They can look it up,order it and not charge you for shipping.One can also sign up using email for extra online and in store savings. read more

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I wanted to return a gift I received because it didn't fit and the color didn't suit me as well. The guy (James) explained that I needed the card used to make the purchase in order to make the return. That's one thing I didn't have. He then gave me the option of returning the product for a gift card, or if I wanted to make an order online, he could offer me the expedited service of FedEx rather than USPS. I couldn't find anything in the store that was my size (13), so I had to get something online. I'll be getting it this week with the express shipping thanks to James. Thank you for making options available to me and going above the norm. The store is a bit small but many different sales all around the store. BOGOs and discounted prices. If you don't see your size ask the person in charge to see if they have it in the back. read more

Crocs - Classic Crocs wall. - Shoe Stores Near Me - West Covina, California

Horrible customer service, staff is going about their business instead of assisting customers. I asked for a certain style i liked and they didn't even bother to look in the back or offer to check if another store had it. read more

Quick update hours are until 8pm walked up to the store at 748 and doors were locked when asked the associate stated that they close at 750 not 8pm. Somebody should take the time to update the hours. Id like the store manager to give me a call. read more

This store has such great customer service. I was very satisfied with the assistance I received from the young worker Naomi. She was so respectful about social distancing and keeping her mask up right. Also, very joyful. 10/10 Recommend. read more

Went to return a pair I bought online which were too big on me. Turned out I couldn't get a refund since I paid with PayPal - policy they said. Asked if I could exchange it for a smaller size & one of the two sales ladies said they don't have that style in the store. Asked if they could order online & the other lady said they don't that at their store. Never got a smile from neither of the two the whole time I was there & the look on both their faces were so off-putting. No wonder there weren't any customers the whole time I was there. These two need to go back to training for better customer service or they won't have any customers at all. read more

Staff was helpful with finding the right shoe size for me. This was my first time buying crocs

I've been trying to reach someone for the past 30minutes! The store doesn't close till 8pm!? So why is no one answering the phone?!mind you it's barely 7pm!! How annoying!! read more

I understand this is our new normal of having to decrease the capacity but this is ridiculous. At the Cerritos crocs they have an employee asking people in line if they know what they want, if so she'd bring it to them and check them out while in line, which makes sense and is efficient. This West Covina location has 3 employees just standing at the entrance. They could be doing the same as Cerritos and get people on their way. read more

Big shoutout to Mike M!! The greatest Croc employee of all the time!! He went above and beyond for us and he will forever be greatly appreciated! I will definitely be coming back to this Crocs store and telling all my friends about this experience! Once again THANK YOU MIKE M read more

If you ever come here, look for Viviana!!!! She is such a great employee. She went out of her way so many times to help my girlfriend and I. She was really nice, caring, and worked really hard to help us find what we needed. She made my day! read more

Great and friendly staff! Thank you West Covina Crocs! The staff greated me, informed me of the amazing deals, and helped me find the perfect shoe for me. read more

Terrible customer service! the cashier Samantha was rude disrespectful !Tried to dismiss me during The process of taking my information for my rewards. Poor customer service! not to mention answering her cell phone while there's a line from the register to the door! keep in mine Mike the manager didn't bother to intervene while she was disrespecting me the customer ! Which tells me they both don't take their job serious.Check the camera at 1:41 PM there's proof of her answering her cell phone whiling being on the clock! That's stealing company time / money! read more

Fatima was Amazing!!! She made my shopping experience truly exceptional. She went out of her way to help me get what I needed as well as answered my questions. She had the right attitude and that I appreciated so I bought more than I should have. Lol. read more

By far the BEST customer service. Shoutout to VIVIANA for being such a great help. Friendly and Patient!! Called ahead to ask for a size check. Encouraged me to come check them out! I don't regret it one bit! I was able to find my size and other great styles. Walked out with two!!! Thank you!!! read more