Crocs at Vaughan Mills — Local services in Vaughan

This is a full, honest and detailed review of my refund and how this incredible store took care of me and gave me tremendous customer service. Buckle up!!!... In the summer, I bought a pair (M8) of 2 collector Crocs (Gundam and Captain America 4) from the Crocs website and they didn't fit because they were huge on me. I bought it again but M6 and M7 for sizing and M6 fit perfectly (whoa 2 sizes down as I am really size 8). I had to return M7 and M8 pairs in store so I went to the Vaughan Mills location on August 25, 2024. When I arrived there was a massive line up to go into the store as it was the "Buy 2 Get 2 Free" event. I really contemplated leaving but I came all this way so I spoke to TANISHKA who was personing the entrance of the store and line and she was nice. She had me fill out 2 return slip forms on the spot so when she was able to let me in, I could speak to the associate at cash. After completing the slips, I went in and it was mega busy, people everywhere. I spoke to NICHOLAS at cash and he advised me that these collector shoes are not in store and it had to be shipped back to the warehouse. I was thinking, why not just do my refund but that was not how it worked. He checked on both of my separate orders to verify them and I understood. Due to how busy it was he said that I would be receiving a package tracking number by email and when received by the warehouse, I would get my refund on both orders within 2 weeks. I was apprehensive leaving the store without any receipt or anything but Nicholas was tremendously knowledgeable, reassuring and I was glad to receive his service. I left the store quick time. Upon coming home, I received a very pleasant and informative email from MANSI with the packing tracking number. I was surprised and delighted! SO fast, so reassuring, so relieving. It guaranteed that I had been received and was shipped. I thanked her and the team very much. On August 27, the Crocs warehouse in Mississauga received the package through UPS and I received 1 refund of $179.64 out of my 2 orders on September 8. The 2nd refund of $179.64 was still outstanding but I gave more time. On September 12, still no refund to my account so I had a Crocs online chat with customer service with Glaudine Apple C and they were not helpful as they told me to contact the store. I sent Mansi and her team and another email for a status update. I also decided to give the store a call and I spoke to BIANCA. She was very courteous and helpful and advised she would leave a note for Mansi. Mansi emailed me back AND called me to ensure I had the information. She went above and beyond in her customer service as she spoke to Crocs customer service and gave me absolute details that I would be receiving a manual order, incident number and the steps to take. I was so thankful to her. On September 18, I was indeed contacted by Crocs customer service by email asking for more information from me but when I responded back to the email, it bounced back, which was upsetting. I contacted Crocs customer service again on the chat and connected with Corazon R and they asked me questions and assured me that they will initiate a manual refund. I took a screenshot of the conversation and updated Mansi and team by email of the status. Mansi was responsive and continued to have excellent communication. On September 25, my 2nd order of $179.64 was credited to my account and the refund was processed. I sent Mansi another email about the good news and she appreciated me keeping her in the know and for my patience. Truthfully, this is honestly how customer service SHOULD BE. Mansi and her team went above and beyond for me and took care of my issues, had excellent communication, was kind, courteous, knowledgeable, you name it, she called for me. I will always have positive feelings toward this store and truly thankful to receive service here. Really blown away by the work Mansi and her team did and I recommend everyone to shop at this store!!! Cheers to this...

BUYER BEWARE - look at the one star reviews all about online orders - CROCS CANADA PLEASE DO SOMETHING ABOUT THIS

Not directed towards the store in Vaughan but directed towards the company, I express ordered corcs as a Santa gift paid an extra 30 to get it before Christmas. Obviously they didn't come, for some reason the system didn't even receive the order.

The rep said he will refund my money that I paid for express delivery (never got the refund, has to be approved) and get an EXPRESS order out for my missing package (3 business days) while I understand things happen and it might not get there on time, IT ARRIVED MID JANUARY - HOW IS THIS EXPRESS SHIPPING

I specifically said if you can't guarantee Express shipping then don't bother because I won't need it and don't want to pay for the return.

After Christmas when my package didn't arrive and I had to explain why Santa didn't bring their gift, I called daily to tell them to cancel my order. The lady said she confirmed with fed ex and they won't drop it off.... Why didn't I just bother doing that because I was never given any new shipping info since it was done on an express special order.

Then the Crocs finally get dropped off when I said that I don't want them, so guess who has to pay for shipping to return them. And no I cannot keep them because it would ruin the magic of Santa.

I wonder if these reps are just trained to say whatever will make the customer happy without actually following through because NOTHING I WAS PROMISED HAPPENED.

I will update this review once I receive my refund but I probably won't be getting my refund so it may...

The other day I went into crocs to get matching crocs with my girlfriend and saw that the store had a 50% off for the second pair of crocs. We waited in line, walked in and tried to look for nice matching crocs to get together, and when we finally decided on the colour we realized that the size we were looking for was not there. This is when our lifesaver Tom came in and tried to help us find the size. Unfortunately, he wasn’t able to find them in the back storage room but, he told us we could buy the ones we have so that we can still receive the 50% off and return the crocs another day to change the size and we were fine with that. Around 15-20 minutes later when we were looking at the jibbitz, Tom came back to us with the size we were looking for which was buried deep within the croc boxes. Not only that, he came out with another colour of crocs that was not on display (a colour that we preferred better than the first one) in both of our sizes. We’re so grateful that he took the extra effort in helping us find our sizes and also another colour we might like. I believe that Tom is an exceptionally hard working employee at this crocs store as he helped us greatly even though the store was packed and he was very busy as well. On top of that he remembered the colour and size crocs we wanted in the beginning and found them for us later was incredible customer service in my opinion. Meeting Tom greatly improved our experience at crocs and he made it a very memorable one. I just want to say thank you to Tom again for helping us and making our shopping trip a more...