Don't return your defective shoes to ECCO. They will take 'ownership' of them and give you far less in the form of a voucher. They use their [slimy] Terms and Conditions as a means to claim ownership without your consent. I don't suggest spending any real money with the brand; there are brands out there that care more about quality and consumer.
Customer service is rude yet non existent- even with an order error THEY made returning an item requires - 1) calling them directly, 2) hearing annoyed rep give you an option for exchange - not a refund- with no apology, 3) being emailed a label directly from UPS that can t be retrieved and when calling ECCO CS back being told to either a) call UPS directly or b) shlep the package yourself to the UPS location where they can help you .
That s an awesome way to make your loyal customers feel appreciated.
I have mixed views on Ecco products at this point. Having purchased many pairs of Ecco shoes, boots and sandals over the years. I have noticed on 4 occasions a common complaint which if you do a Google search on "disintegrating or ecco soles crumbling" you will see many reports of this issue. Some post negative comments on Ecco customer service regarding this. I suggest another approach. Box up your shoes and bits of left over soles and send them to the President of Ecco, USA...Dave Quel - President - ECCO USA, Inc. Send them "USPS Restricted Delivery" your effort will reach the top, signed by his agent and will make your point. You will receive a personal call or letter(snail mail). In most cases you will get a refund or credit to get another pair of Ecco products of equal value. Best of ALL you reach up through the masses and have your point made clearly.
Use this technique on any issue where you feel corporate interests ignore your valid complaint. I have used it for over 20 years with always great responses. I used it to contact the CEO of Sony(in Japan) when ignored by SONY, US.....to the CEO of Chase Manhattan, US, and ATT, etc......more than I need to list here.
Outside of the ECCO issues of their rubber composite soles or rubber components on sandals , I find overall their shoes are generally well made.
Do not buy anything from ECCO online unless you are 100 percent they will fit or work for you. This was my 3rd ECCO shoe and service and experience severely gone down hill. Shoe was not wide width as expected and extremely uncomfortable. Also first ECCO shoe that insole couldn't be removed to insert custom orthotic. Just putting them on and trying them they refused to return them. I have literally thrown them in the garbage and will never support or advise any one to buy from them.
First and last time purchasing from this company. Terrible telephone customer service. First person had an attitude, second helped process my return, but had poor telephone skills and hung up on me!!
Like family ...my career at Ecco these last 15 years!
us.ecco.com