Eastrand Crocs store

Poor Customer Service at Crocs East Rand Mall

Dear Crocs Management,

I am writing to express my disappointment with the service I received at your East Rand Mall branch. On Friday, 17 October 2025, I visited the store at approximately 17:40. The staff informed us that the store would be closing at 18:00, which we understood and respected. However, while we were finalizing our payment, the staff came from the back and told us to hurry as the store had already closed. This made the experience quite uncomfortable.

During that visit, I purchased a combo deal valued at R400 for myself and my partner. Later, we realized that the pair for my partner did not fit properly, so I returned to the store on Sunday to request an exchange or return for just one of the pairs. I was informed that both pairs had to be returned together to process a refund, which I did.

Upon returning with both pairs, I was further informed that since our total purchase exceeded R1,000, we had received complimentary Crocs Jibbitz. To complete the refund, we were told to either return the Jibbitz or have R120 deducted from the R280 refund amount. I agreed to the deduction. However, I was then told that the refund would take three to four working days to reflect in my account. I believe refunds should ideally be processed and reflected on the same day.

I am very disappointed by the overall experience — from being rushed out of the store before closing time to the lack of clarity and inconsistency in the return and refund process. I hope management will look into this matter and take steps to improve customer service at this branch.

Kind regards, [Khathu]