Complaints
This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 563 total complaints in the last 3 years.
- 255 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a new pair of Ugg boots in April from a retail store. After only a few months of minimal wear, while walking indoors on a hardwood floor, I slipped and my foot went through the front of the shoe cleaning ripping the front seam. Clearly a manufacturer defect as I have several pairs of Uggs that have held up for years in bad weather. I paid to send the shoes back under the 1 year warranty with proof of purchase. After a few weeks without any contact, they shipped the shoes back declining the return. After spending over an hour on the phone with customer service, they told me there was no way to contact the warranty division to get clarification unless I paid to ship the shoes back again or just mailed them a letter. This sets up a structure such that all warranty claims can be rejected without explanation which would only make sense if they expect a lot of returns due to poor quality. This is the worst customer service and warranty policy I have ever seen. I’d be very interested to know if any warranty claims have ever actually been approved, especially after reading numerous complaints online.
Business Response
Date: 12/19/2024
That is unfortunate to hear of this issue with your shoes and we are sorry to hear the warranty evaluation was rejected. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please verify the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Model of shoe:
Color:
US Size:
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty)
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22704697 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/26/2024
Hello! My apologies as I missed the email with a response from Ugg requesting additional information. I am providing them with the information now and would prefer this complaint to stay open if possible. Thank you for the assistance with this matter.Initial Complaint
Date:12/18/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am filing this complaint due to an ongoing and unresolved issue with a return I made in May 2024 for a pair of boots, the W Mini Bailey Bow Leopard, purchased from UGG. Unfortunately, I lost the USPS receipt with the tracking number, and as a result, I have no way to confirm that my return was processed.
Despite carefully following UGG's return process by completing the required return form through your website and including it in the package with the boots, I have not received any resolution. It is now December, and I am still without the boots, a refund, or an exchange. This delay is extremely frustrating, especially given the cold weather, and I feel completely abandoned as a customer.
To make matters worse, I have spent countless hours trying to resolve this issue by calling UGG customer service. I’ve waited on hold for long periods, only to be disconnected or told that there was nothing that could be done. The lack of support and assistance has only compounded my frustration, and I feel like I’ve been ignored despite my loyalty to UGG for over a decade.
As a long-time customer, I expected better service and accountability. I strongly believe that UGG should provide an alternative way to verify returned items, especially in cases where customers lose the tracking receipt. I am requesting that UGG locate the return and provide a refund or exchange for the W Mini Bailey Bow Leopard boots immediately.
For reference, the order number for this return is RA00****65_RCRT. I hope that UGG will take this matter seriously and take swift action to resolve it.Business Response
Date: 12/19/2024
We are saddened to see the issue with your return evaluation not processing on RA00492465_RCRT, our apologies for any inconvenience. Our systems are showing that you are in contact with one of our customer Care supervisors and that they advised you that our systems require the return tracking information prior to taking any additional action on retail return evaluation request. We can see you provided a USPS receipt, however due to the spill on the receipt we are unable to view the needed information and would advise you to contact USPS again to see if they are able to pull up the tracking number through your customer history.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22704439 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought a pair of shoes from an authorized retailer which includes a one year warranty. The shoes were defective and had a hole in the side of the shoe, inside, within 5 months from rubbing against my ankle. I submitted a warranty claim and they rejected it saying the purchase was over a year ago. I contacted hoka/decker brands multiple times after that and e such time they say it’s been over a year despite having an invoice from the store showing they were purchased 5/28/24. They continually will not direct conversations and we just keep playing email tag where they do not listen to actual issues or resolve anything at all. This has been going on for over two months now and I am at my wits end. They advertise that they have a warranty program, but will not honor their program.Business Response
Date: 12/18/2024
That is unfortunate to hear of this issue with your shoes and we are sorry to hear the warranty evaluation was rejected. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please verify the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Model of shoe:
Color:
US Size:
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty)
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22698691 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:12/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
In purchased a pair of UGG boots and have only worn them three times. A seem ripped and I requested a new pair under their warranty claim. Their customer service hides behind the warranty department and does not stand behind their policy. It's deceptive and unethical.Business Response
Date: 12/17/2024
That is unfortunate to hear of this issue with your shoes and we are sorry to hear the warranty evaluation was rejected. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please verify the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Model of shoe:
Color:
US Size:
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22686462 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I’ve contacted customer service no less than 5 times about a return they have had since Nov 26. They continue to delay processing funds for the return. Worst customer service experience. I have had. I asked for an email confirmation of the “manual return” they could not provide one.Business Response
Date: 12/17/2024
That saddens us to hear of any extented timeframe on your return processing, we know how crucial tracking a return can be. Our systems are showing NA33425552_EX converted to a refund in the amount of $117.43 USD applied to your ApplePay on 11/20/24 and the other item on order NA33425552 was received at our warehouse via tracking 1ZX04A179094527671 on 11/26/24. We are showing our Customer Care team did submit a task related to this issue. Once the task has been evaluated you should receive an email from that team with additional details.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22693374 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22693374
I am rejecting this response because: I do not have confidence that this action of a refund will be completed. I do not understand why it takes so long to investigate and refund from an 11/26 return. Item has been in their possession since 11/26.
Regards,
T**** ********Business Response
Date: 12/19/2024
Great news! We are showing our teams have processed your return request for your unprocessed item for order number NA33425552_RT. Your item was returned for a refund in the amount of $117.43 USD. You will receive your funds back to your original form of payment within 10 days. The refund will reflect DECKERS BRANDS. If you do not see this refund reflected within 10 days, please reach out to your financial institution for assistance.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22693374 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22693374, and find that this resolution is satisfactory to me pending the refund as indicated. Their process is entirely too long to refund money to consumers.Initial Complaint
Date:12/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an online order with UGG. The order went thru and I did not receive a confirmation email or anything confirming my order. I waited some hours and checked again, still nothing. I decided to contact support about this issue. I informed them that I placed an order this morning and the money was taken out of my account and I was told there was no order for me even after showing them proof of the transaction thru my bank. I am highly upset with the customer service and the fact that they are taking money from me, but not sending the product (slippers) I bought.Business Response
Date: 12/17/2024
We are very sorry to hear about you not receiving an order confirmation, we know how important tracking order processing can be. Our systems are showing your order number NA5976352 was created on 12/16/24 and has already developed tracking via UPS 1Z*************427. Once an origin scan has occurred the delivery should update with an estimated delivery date. Feel free to follow the shipment status via this UPS link: bit.ly/3VJvRaN
We hope this information is helpful!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22693175 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22693175
I am rejecting this response because:This is crazy to me how they are sending an order number from 2021 which has been 3 years ago. You can clearly see on my bank statement I was charged 12/16/24 of this year for an order I placed and they are giving me information from an order 3 years ago!!!! I want my money back this is absolutely ridiculous.
Regards,
J****** ******Business Response
Date: 12/18/2024
Hello again J******,
We are sorry to hear that you are rejecting our response. Our apologies if the Customer Care team was having difficulty locating the correct order information and was referencing an order from 2021. Our team can verify your order number NA5976352 was created on 12/16/24 and has already developed tracking via UPS 1Z*************427. However, we are not able to cancel or refund in-transit orders. Once an origin scan has occurred the delivery should update with an estimated delivery date. Feel free to follow the shipment status via this link: bit.ly/3VJvRaN
If you are dissatisfied with the product upon receival and would like a refund on order NA5976352 we would advise creating a return via the return center bit.ly/UGGEXRT after you have received the delivery. Feel free to let us know if you have any additional questions!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22693175 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/19/2024
Complaint: 22693175
I am rejecting this response because:How can you say an order number from 2021 is a current order number why does it say 2021 and have a different order from what I ordered. That is from 3 years ago . You cannot be serious! That isn’t even the same amount from what I was charged on the 16!!!!! That order number clearly states 2021 that is my order from 3 years ago!
Regards,
J****** ******Initial Complaint
Date:12/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased shoes from Ugg website. I had to exchange for a bigger size. One pair was still not fitting right so I called and asked if I can exchange again and was told yes. After I sent the shoes I was actually given a refund instead of the exchange (while I didn’t want due to the fact the purchase was made with a gift card I no longer have) .. upon calling several times I was told they have a policy I’m only allowed 1 exchange. I asked where that was listed on the website … it is not . I’m a first time customer unaware of unwritten policies . I can not use the card they put the money back on since I no longer have it and do not have the security code . When I called visa gift card they told me ugg should be able to provide me with the card number (on my account page I can only see the last 4 digits) in order to retrieve the security code. Ugg is refusing to do so by saying they don’t have it. I lost the pair of shoe and the money which was around $130 and they refuse to honor the exchange I requested in first place . All I want is to be the shoes for my daughter and they could care less. I have called numerous times and they just do not care. Please help if you canBusiness Response
Date: 12/17/2024
Dear M*****,
That is unfortunate to see that this happened on your exchange request. Whenever any exchange request is created there is the potential for it to be processed as a return refund if there are any issues processing the exchange request within our systems. The reason for this is so we are not holding onto funds for an item that is not shipping to you.
This information is present when creating an exchange request on our site: (“If your replacement item is unavailable, you will be issued a refund. By completing the exchange, I acknowledge that exchange items are subject to processing and availability.”). You can also view our entire return policy posted on our site here: bit.ly/FAQUGGReturn
Our systems are showing $142.68 refunded to the VISA card ending in 6257 on 12/06/24. Due to security measures our teams can only access the last 4 digits of the card on the payment information, our apologies. Because you are stating that it was a gift card and you no longer have the physical card, we would advise contacting VISA again to see if a card reissue is possible on their end. Our apologies for any inconvenience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22693170 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22693170
I am rejecting this response because:
I do not agree that the company is unable to retrieve the card information. I work in customer service and my position in the company allows me to retrieve such information should a situation requires it. I was instructed by Visa card company to inquire of the first 6 digits of the card from Ugg in order for me to be able to retrieve the full card number and use it. They stated the same fact that the company has a file of it . The refusal to do so is beyond upsetting. All I’m asking is to have someone contact me with this information. I refuse to accept their answer.. any time you make a refund you are asked for the card information to be able to complete the refund..So please explain how you were able to refund me without having the full gift card information on file .. just feel defeated and utterly disappointed at the complete disregard for my concern
Regards,
M***** ******Business Response
Date: 12/19/2024
Hello again M*****,
We are sorry to hear that you are rejecting this information. We can understand your frustration, however, for the customer's security all cards are encrypted once they enter our system so we are only able to see the last 4 digits of the number. When a purchase is made with a gift card or credit card, that card is linked to that order. When a refund is done on an order we are able to initiate the refund back through our system that encrypted the card to begin with, without the need of having the full number listed to protect the privacy and security of that card and the cardholder. Due to this we would not have the means to provide any more of this Visa gift card numbers then what was already provided in prior contacts, our apologies.
We would recommend checking to see if you have any paperwork from when this gift card was received or possibly other purchases that were made with this gift card to see if the number happens to be on there for you to provide to Visa. We do apologize again for the frustrating experience.
UGG Customer Care TeamCustomer Answer
Date: 12/19/2024
Complaint: 22693170
I am rejecting this response because:
so my next question is - if you are able to refund the money are you able to charge the card ? All I want is to get the shoes my daughter wanted. I purchased 2 pairs of shoes, one was fine the other pair needed to be exchanged. I have 2 kids - one has a pair the other has none … which is why I didn’t want a refund but rather exchange . I would like to use my available funds for this and I can’t because your website is asking for the security code to complete the purchase (which I don’t have) . I just want to get another pair of shoes that’s it. This has been very unpleasant and unfortunate use of a gift card . I deeply regret this decision
Regards,
M***** ******Initial Complaint
Date:12/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed two orders with them and only one order is showing up in my history and only points for one order have been earned. I reach out to customer service twice and the first rep was of no help at all, while the second rep C**** basically called me a liar. They claimed that I used 250 points on my order to get a discount, which I did not. I used a coupon to get free expedited shipping. The coupon was earned because I subscribed to their emails. I have not used any points at all.Business Response
Date: 12/17/2024
Thank you for reaching out regarding your UGG Rewards points. We are sorry to hear of any negative experience with the Customer Care team as that is not the expectation, after reviewing the conversation we can see that their statements regarding your rewards coupon were made in error. Our systems are showing that you do have an unused rewards coupon code LOY*********251 that was issued from your earned points on 12/13/24 that is showing valid until use or expiration on 03/13/25. To use this coupon code on an order it would need to be entered into the coupon box during checkout. We hope this information helps to clarify!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22690021 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22690021
I am rejecting this response because:I have 2 separate orders and rewards were only earned on the 2nd order and not the first. The initial order is not even showing up in the order history. Both order numbers are listed in the initial complaint.
Regards,
Z******* *****Business Response
Date: 12/18/2024
We are sorry to hear that you are rejecting this information. After further review we do see that there are 2 orders, our apologies if that was missed on the first contact. Your order NA36056735 placed on 12/11/24 seems to have not applied even after shipping. To correct this, we have gifted 250 points to your rewards account. The system has automatically converted those points into another Loyalty coupon LOY241121484373 and we are currently showing both your UGG Rewards coupons are currently valid. Feel free to let us know if you have any questions!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22690021 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22690021, and find that this resolution is partially satisfactory to me. I should not have had to be inconvenienced to get this resolved.
Regards,
Z******* *****Initial Complaint
Date:12/16/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The only email available online for supporwas for EU branch and they said that I need to deal with NA branch. I have sent them a text during work hours, Nobody responded for almost a day when I kept sending messages. Once responded they could not immediately reply themselves, yet they expected me to watch for their response like a hawk. They gave me an email address of NA branch and said that there is nobody employed to answer customer emails. Very nice. Eventually they shut their portion of the chat and ghosted me. I went to the support chat. After a robot conversation they read my plead for help and said I do not qualify for their warranty and I can try sending defective shoes to them at my own expense and most likely claim will be denied. Seriously? To ship would be $30 from my side of Canada and the shoes were $100 and I might be denied?
Here is my issue:
My purchased online from you, Ora recovery 2, developed a large hole in the back of the one shoe, where fabric connects to sole, and a tear in the other one in the same spot for less than 1.5 years of light wear (mostly sitting in them, not even walking). Office job, by computer. It might have been there for a while, but I did not notice it until my patient pointed it out. Quite embarrassing, especially since they know I am a die hard HOKA ambassador.
Between my husband and I we owe thousands of dollars of HOKAs and we NEVER had a single issue with any other HOKAs we own. I am beyond disappointed. Please help. Photos attached.
HOKA should do better….quality should be the same across all products HOKA makes (or they should advertise certain shoes as “lower quality” for full transparency)….customer service should be respectful to loyal customers ….Business Response
Date: 12/17/2024
We are saddened to hear about the difficulty with your HOKA shoes. However, our site only allows 30 days from product receival for exchange request based on product issues and we are showing the order NA12716888 shipped on 11/05/22. It is unfortunate to hear of this scenario, however we are over the one-year timeframe for our protocols to allow a warranty evaluation. In the future we would advise reaching out to our Customer Care team within one year of product receival date if there is an issue with the product manufacturing. You can read more about our warranty policy via this link: bit.ly/HOKAWty
We hope this explanation helps clarify!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22688176 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22688176
I am rejecting this response because: My husband and I have been great customers and advocates of the company for over a decade! My complain should be treated within “case by case basis”, not a standard robotic heartless attitude. Yes, the date of the purchase is beyond the warranty claim, yet my wear of the product is less than that! There are certain expectations of how many kilometres HOKAs supposed to last for and these shoes don’t even come close to that as they were worn while sitting at the desk, not ever running and rarely being walked in! Just like I have been an advocate for all these years, I will now use every social media platform to not support the company that does not care about loyal customers!
Regards,
D*** *******Business Response
Date: 12/18/2024
We are sorry to hear that you are rejecting our response. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please verify the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Model of shoe:
Color:
US Size:
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22688176 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 12/19/2024
Complaint: 22688176
I am rejecting this response because:I am thankful for one time courtesy … the site only allows additional 5 files that I used to add photos of the sides of the shoes that I did not include with the original complaint and the photos of the PayPal receipt …between these new photos and all the old photos and information I submitted and you read already, I pretty much covered all the questions you are posing, and moreso…feel free to let me know if you want more photos or more detailed info that I have not yet shared, I am happy to submit… Thank you! And I know it is obvious, but I did purchase from HOKA Canada online, while using PayPal. Just thought I would point this out specifically.
Regards,
D*** *******Customer Answer
Date: 12/25/2024
Hello,
I am not sure what is happening with evaluation of my item, but just in case - here is a precise formatting of the information you requested…. Please make sure you see each and every photo I already sent as well with PayPal invoice etc.
D*** *******
7*********/ 7*********
******** ******* ********, AB, Canada, T5N 2M9
Ora recovery shoe 2
US size 7
Hoka website
November 25, 2022
Both shoes are falling apart at the backs, while looking new at the front. Worn very gently for office work at the computer (part time only)
thank You,
Merry Xmas!
****Customer Answer
Date: 01/16/2025
Do you have enough photos and details to evaluate my shoes? Could someone update me please?Initial Complaint
Date:12/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pair of Ugg Tasman on February 12, 2024. In September of 2024 the stitching on the shoe became loose and started to unwind. I filed a warranty claim with UGG and mailed them in with a receipt of purchase as they require in November of 2024. I received the shoes back with a denial letter stating that my claim was denied because they were out of the warranty date which is not true. When I contacted customer service, I was given no answer for about 2 weeks after they said they would contact me. I finally stoke with Leslie at Customer Service that could not provide me with an exact reason as to why my claim was denied and continued to state that she could not help me because the Warranty Department made the denial and not customer service. The shoes in the photos are in very good shape and never wet. I explained that there should not be any reason for the warranty denial. I told Leslie that this denial letter doesn't apply to my claim as it's within the 1 year warranty date and that the letter received is very generic and doesn't give me an exact reason as to why my specific pair of shoes did not qualify for a warranty claim. I would like to resolve this issue with either an even exchange or refund.Business Response
Date: 12/17/2024
That is unfortunate to hear of this issue with your shoes and we are sorry to hear the warranty evaluation was rejected. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please verify the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Model of shoe:
Color:
US Size:
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty)
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22687592 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/25/2024
Name: A**** *******
Email Address: **********@yahoo.com
Telephone: ###-###-####
Complete Shipping Address: * ****** **., Sparta, NJ 07871Model of shoe: Women's Tasman Chestnut
Color: Chestnut
US Size: 9
Where was the item purchased? Journeys
When was the purchase made? 02/14/24
Brief Description of the Defect: The stitching came apart on the top of the shoe and unraveled causing the interior foam to come out from the shoe.
Any additional instructions/Questions: I will send over the rest of the photos as the BBB website only allows 5 photos. I will also send a copy of this correspondence to the email provided at [email protected]
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty)
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22687592 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/26/2024
Complaint: 22687592
I am rejecting this response because:Name: A**** *******
Email Address: **********@yahoo.com
Telephone: ###-###-####
Complete Shipping Address: * ****** **., Sparta, NJ 07871Model of shoe: Women's Tasman Chestnut
Color: Chestnut
US Size: 9
Where was the item purchased? Journeys
When was the purchase made? 02/14/24
Brief Description of the Defect: The stitching came apart on the top of the shoe and unraveled causing the interior foam to come out from the shoe.
Any additional instructions/Questions: I will send over the rest of the photos as the BBB website only allows 5 photos. I will also send a copy of this correspondence to the email provided at [email protected]
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty)
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22687592 if you need any further assistance.
Regards,
A***** *******Business Response
Date: 12/31/2024
Hello again A*****,
Thank you so very much for the information, we can see that you sent additional details to the [email protected] email and our teams will gladly follow back up once we get all the requested info to that inbox.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22687592 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 01/01/2025
Complaint: 22687592
I am rejecting this response because:I have not received any response in return from Decker Brands. I completed all the information they requested and emailed here at the BBB as well as through their customer service email provided. They stated that they would extend a curtesy, however I haven't received anything as of yet. Once I hear back I will be content. Thank you
Regards,
A***** *******Customer Answer
Date: 01/13/2025
I haven't received any updates on this matter. Would someone be able to assist as to what exactly needs to be done from here. Decker Brands asked for additional photos which were provided and still no resolution.
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