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:12/16/2024
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.
Since the day I was bought the classic mini platform boots , it has been difficult to put on! There are million of Tim Toks where people cannot wear shoes that they paid for and Ugg has done zero about it. I want a refund! I bought these last year and only wore them twice bc it takes 25 mins to put them on! Why would you make the sock hole so small?!
Business Response
Date: 12/17/2024
We are sorry to hear about the sizing issue with your pair. It sounds like your item could potentially be covered under our one-year manufacturing warranty. Please visit our site here bit.ly/UGGWrnty to get your return form for inside the box and be sure to include a copy of your receipt in the box with the return form (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). If you could please verify the following contact information, we will gladly get a one-time courtesy complimentary return label sent your way:Name:
Email:
Phone:
Complete Shipping address:You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22686995 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/17/2024
Complaint: 22686995
I am rejecting this response because: this has nothing to do with my sizing. This is a manufacturing issue. ALL CLASSIC platform uggs are made this way. Returning them is not a solution. I want to know why UGG decided to make the area where your foot goes in very small as opposed to how UGGs were made prior . Have you searched on TikTok on how everyone is complaining about this issue ? What is your resolution besides returning? Returning does not fix the issue at hand.
Regards,
K** ********Business Response
Date: 12/19/2024
We are sorry to hear that you are rejecting this information. Thank you so much for providing that feedback! Although our team is not able to speculate on the reasons behind the production method, we would be more than happy to share your comments with our production teams. Due to the natural material in our products, they do typically stretch slightly within the first few days or weeks of use if you are able to get them on your feet. We greatly appreciate your feedback and apologize for any negative experience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22686995 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/13/2024
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 an online order of a pair of men's slipper from UGG's official website. The order number is NA3*****33. The carrier was UPS and the tracking number was 1Z208W3*********40. The tracking number showed that my package was delivered on 12/6 around 1pm, and the delivery person left it at locker. However, I didn't receive any notifications from the locker, and I also tried to search the entire locker area on the same day afternoon but I didn't find anything. There was no photo proof of delivery either. The package was just lost. I filed a UPS claim, and the next day I contacted UGG to ask for a replacement order because this was supposed to be a gift to my friend. However, I reached out to them twice and both of the customer service agents told me they were unable to to put a replacement order, and I would need to take the loss and responsibility of the missing package and wait for at least 15 business days to see if they can issue a refund to me. One online agent first told me they could put a replacement, but then after getting my information he changed his words and said he couldn't do anything. This is just ridiculous and unacceptable. Until today I still haven't received any updates from either UPS or UGG. I understand that UPS lost my package, but UGG should never let their customers to take the whole loss and responsibility of missing packages. This should be a deal between UPS and UGG. I paid 120 bucks, and I just received nothing and I need to wait for 3 weeks for a refund I don't even know if they will issue or not. I don't accept a solution like this.Business Response
Date: 12/13/2024
Hello W*****
We are so very sorry to hear about this issue with not receiving your delivery on order NA3*****33 via UPS tracking 1Z208W3*********40, we know how frustrating missing shipments can be. Our systems are showing that the UPS claim in still under investigation at this time. We appreciate your patience as these types of claims take up to 15 business days to review. Our teams are unable to dispute the claim determination on our end. If you would like additional assistance we would recommend contacting UPS directly again at ###-###-#### about your claim. If your claim is approved, we will be able to process a refund for your order so that you can place a new order at your convenience. We hope this information clarifies our process for lost packages.
You can reach out to us here on BBB or directly [email protected]?with your BBB ID # 2******2 if you need any further assistance.??
UGG Customer Care Team
Customer Answer
Date: 12/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 2******2, and find that this resolution is satisfactory to me.
Regards,
W**** ****Initial Complaint
Date:12/12/2024
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 also have the date I received the email with the form, 11/20 and is the same date I shipped them back to UGG with a shipping label provided by UGG and at NO TIME did anyone ever say that these shoes may fall out of the warranty period, and by just one day according to the last person I spoke with.
11/24/2023 Ordered
11/24/2023 Back ordered
11/28/2023 Shoes back in stock
11/30/2023 Shoes shipped
12/05/2023 Shoes delivered
11/9/2024 Contacted Ugg for 4 days on their side unable to process and “try back again later”
11/13/2024 Finally able to speak with someone via text to initiate warranty return
11/20/2024 realized there wasn’t a return paper for inside the box to ship contacted UGG again via text,
New email sent
11/20/2024 sent shoes to UGG via UGG shipping label provided
12/09/2024 Contacted UGG via phone and was told the item was denied warranty and I’ll know the “why” when I receive the shoes back in the mail.
12/11/2024 Received the shoes back with the specific wording, “after careful evaluation, we regret to inform you that we are not able to accept this return because the UGG brand warranty period in this product has expired.”
So their new lame excuse, “denial is not solely based on the date but may be due to other factors as well like wear and tear, water damage, or anything that happened as a result of use rather than a manufacturing flaw” is meritless, inaccurate and doesn’t coincide with the letter of reasoning I received. They have lost a longstanding customer in me as well as every single person I can get this to. TERRIBLE CUSTOMER SERVICE!Business Response
Date: 12/13/2024
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 # 22675649 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/11/2024
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 made a purchase in the amount of $60.90 on 12/29/24 at the UGG store Outlet in the Ontario Mills Mall in Ontario, CA. I asked the sales associate about their return policy and if I was able to return the slippers with receipt at any UGG store if I changed my mind on the item. I was told I was able to return at any UGG store, unworn, with receipt. The store was closing and feeling rushed by the staff I quickly paid with Apple pay. Exactly one week later on 12/6 I went to the UGG store in San Francisco, CA to return the item in the same condition it was given, unworn, and with receipt. The sales lead in SF told me I am not able to return the item for a full refund but only for a merchandise credit because of Apple Pay. She then spoke to her store manager and was told the same thing and that I should call the store location in Ontario. She also gave me an UGG Retail support phone number which lead to a voicemail. I called several times and left 2 different voicemails on different days. I also called the store in Ontario over 30 times over 4 days and it only rang and directs you to a voicemail after selecting the option to speak to a store associate. No one ever answers the phone so I have left several messages on that line as well. I then called an UGG store customer service phone found online and spoke to a person who handles their online/.com orders. I told him my issue of not being able to return the item w/receipt at a different location and he told me I'd have to go to Ontario 6 hours away to make the return, there was nothing he could do and would not refer me to a supervisor nor make a formal complaint. The policy is written on the receipt and I was told verbally in person that I am able to make the return for a full refund with receipt according to their store policy. They are not honoring their written policy on the receipt. He told me the policy only applied to that location and not the UGG store brand. I simply want a refund and to return the shoes.Business Response
Date: 12/13/2024
Thank you for reaching out. Since this purchase was made at an UGG outlet store the policy typically is different than a normal return. Purchases made from outlet stores are typically final sale and are not able to be returned or exchanged at a different UGG store that is not an outlet store. We do apologize for the miscommunication on this. We understand that you have had difficulty contacting the Ontario location, however if you would like a refund, we would advise you to continue reaching out to the Ontario location or dropping by as they may be able to process a refund to your original form of payment. However, if you would like to attempt to replace the item, instead of driving 6 hours to get to the Ontario store, you might want to simply accept the in-store credit offered by the store manager so you can use this to replace the item at your convenience.
You can reach out to us here on BBB or directly [email protected]?with your BBB ID # 22662036 if you need any further assistance.??UGG Customer Care Team
Initial Complaint
Date:12/11/2024
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.
Less than one month after buying a pair of UGG boots, and only wearing them about three times, the leather split on the back. I communicated with a person from UGG and they said to return them so the boots could be evaluated for a warranty claim. One day after receiving them, UGG returned them to me saying they would not be covered due to a combination of being past the warranty coverage of a year, and normal wear and tear. These were less than a month old, and barely used. These are almost $200 boots and I would expect much higher quality for that money.
After doing some research online, I have found that it is a common business practice for UGG to use the manufacturer date instead of the date of purchase to dismiss warranty claims. There are numerous other reviews and reports of people having the same issue as I have had.Business Response
Date: 12/13/2024
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 # 22671755 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/10/2024
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 ordered a pair of shoes with a 50% Black Friday discount. It was a size too small. So I initiated an exchange and selected another shoe of the same type but a different color because they were sold out of my color. When I dropped off the return box, they cancelled my order and said they would not honor the 50% Black Friday discount. So their exchange policy is deceitful. I would have never returned the shoe if I had know I would lose my discount and their customer service agents would so rudely deny any request for another discount to honor their own exchange policy.
It is deceitful and wrong to allow customers to exchange an item without telling them they would lose their discount. The entire point of an "free exchange" in your return policy means I get to exchange it for another size/color of the same shoe without having to pay anything extra
If a seller is unable to honor the price I paid, they should let me know that before I attempt an exchange. Nothing on their site informed me by attempting an exchange, I would not actually be able to receive any item in return and that I would lose the discount and have to pay double. I would have kept the shoes if I had known about this false advertising and deceitful return policy regarding discountsBusiness Response
Date: 12/13/2024
We are very sorry to see that your exchange request on your Black Friday purchase was cancelled, we know that would frustrate us as well. Because you have requested a different color in the exchange for NA3*****48 we are unable to offer a price match as the black color was not included in the sale price. We would gladly offer you a 20% retroactive discount on any single item purchase. Please let us know if interested and we will go over the details.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22667194 if you need any further assistance.
TEVA Customer Care TeamCustomer Answer
Date: 12/13/2024
Complaint: 22667194
I am rejecting this response because your site did not inform me there were different prices for different colors nor did it inform me that by sending the item back for an exchange that you actually did not have any colors at all available that would qualify for the sale price. It is unethical to tel your customers you have an exchange policy but then no honor the sale price. Unless you are prepared to offer the sale price for any color you have available, I will not be buying anything from you again. Do better by informing your customers about these PRIOR to having them waste time sending something back for an exchange that you have no intention of honoring.
Regards,
N******* *********Business Response
Date: 12/17/2024
We get it, that was not an ideal experience. Certain colorways were exclusive to cyber week promotions and were limited in inventory causing difficulty trying to exchange for a different size.
We want to make it right. Since you've already received a refund for the original ReEmber Terrain Mid in Desert Taupe from order NA3*****48 we will honor a retroactive price match for you on a different color of the ReEmber Terrain Mid to allow you to get the correct size.
To utilize this, please follow up with our Customer Care team via phone, chat, or SMS with your new order number. We will notate your account for them to honor the price match.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22667194 if you need any further assistance.
TEVA 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 22667194, and find that this resolution is satisfactory to me. Thank you
Regards,
N******* *********Initial Complaint
Date:12/09/2024
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 Teva sandals from the authorized Teva retailer West Marine Order # 01549586 Date: 04/05/24 Model #2*****84, Mfg #11*****OLV-120, Description Men's Universal Trail Sandals, Size 12, Color Olive. The sole of the sandal suddenly began to separate from the sandal and was no longer safe to wear. I followed the return instructions provided on Teva’s website on 11/2/24 since they had a one year warranty on the sandal. Order Number:: RA*******9_RCRT
Return Type:: Refund
Item Being Returned:
Teva Sandals 11*****OLV-120
I paid $19.10 to ship the sandals to Teva USPS Tracking # 9534 **** **** **** **** 78 and Teva received the sandals November 12, 2024.
On 12/3/24 I received my original sandals back and a rejection letter from Ugg stating the warranty period on this product had expired. I immediately called Teva customer support providing the representative my Teva return order number and told her I only had the sandals for 7 months and the warranty was for 12. I told her I could provide her a copy of the receipt and she rejected my offer and told me that they just stick that letter in every return and if I wanted to send them back again, at my expense, they could provide me another reason for the warranty claim denial. I asked her why would I pay another $19+ to return the sandals a second time when you’re telling me it will be denied again but with a different reason? Teva’s warranty policy states that a customer buying shoes from an authorized retailer will be given a store credit based on Teva’s sale price or suggested list price. I was offered nothing.Business Response
Date: 12/12/2024
We are sorry to hear your return was denied! 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 dateYou can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22657494 if you need any further assistance.
TEVA Customer Care TeamCustomer Answer
Date: 12/16/2024
Complaint: 22657494
I am rejecting this response because:All of the information that the company has requested was provided in my initial complaint to the BBB. I am not sure if they just had an automatic response asking for everything yet again or they are trying to antagonize, harass or just be non-compliant in their answer. In addition to the information provided to the BBB the company had my sandals in their possession for nearly a month when I sent them to them following their return process to the letter. During that time they had the opportunity to examine them all they would have liked for over 700 hours. They could have taken all the pictures, video and done all the inspection and testing that they wanted to.
In the companies response to me they said my return was rejected because the Ugg brand warranty period had expired and I have already provided proof that it had not expired by pointing out the warranty period on their website and also providing a copy of the purchase receipt. To me they are violating the expressed warranty that is stated on their web site.
I also provided every bit of information requested during the initial return process their # RA00599119_RCRT so why does this information need to be provided a third time? To wear me done or harass and bully me?
Regards,
V****** ******Business Response
Date: 12/17/2024
We are sorry to hear that you are rejecting this information, and we are not trying to add to your frustration. Our team would be happy to take a second look via the photo evaluation offered in the prior message. If you would like further assistance regarding this issue please verify the information requested in the prior message in the format shown and we will gladly take another look at your potential warranty item.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22657494 if you need any further assistance.
TEVA Customer Care TeamInitial Complaint
Date:12/09/2024
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 had trouble checking out with free shipping on Cyber Monday while ordering Hoka shoes and was charged shipping. I was not sent a receipt and only realized this shipping issue when I saw my PayPal total. I then contacted customer service to have them cancel the order (so I could re-order), but they took such a long time to answer and address the issue that it allegedly passed a window of being able to cancel. (I found out this wasn't true after pushing more because it was their fault they were taking so long to help me and, according to the agent, they could in fact cancel it). The customer service agent even sent me an email from Hoka stating she cancelled it and it would be taken off my card within 3-5 business days. It did not, instead it was charged to my card.
I tried reaching out to address this issue and they respond that I can only go through their "chat now" virtual help desk. I DO NOT want to spend another 35 minutes to get someone to chat for me to only re-explain the situation and for the first line agent to tell me "no, can't help", while I have a direct email from Hoka stating they canceled my order. I've spent enough time on this and it's so ridiculous. It should'nt be this hard! I have been a dedicated customer for 12 years! Had they just reimbursed the $8 shipping first thing (because they give out free shipping on their website like candy), they wouldn't have a complaint about the poor customer service and processing.Business Response
Date: 12/12/2024
We are saddened to hear about this issue with the shipping method selection during checkout on your order NA35213875. As a one-time courtesy we would be happy to refund the shipping on this order and have processed a refund in the amount of $8.62 USD to be applied to your original form of payment. Please allow 1-5 business days for funds to process. Our apologies for any inconvenience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22656150 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:12/09/2024
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 shoes for my grandson. This company has a year warranty on wear and tear. I sent the Hamden II Toddlers', Color: CHESTNUT, US Size: 12T shoes back post-dated before the warranty expiration date. I called and spoke to an agent to know what was taking place and he stated Uggs did not honor the warranty. Nope, that is not what your website states. I paid almost $17 for shipping and expected to have the shoes repaired or credited for a new pair. Buyers beware of the Ugg warranty scam!Business Response
Date: 12/12/2024
We are sorry to hear your return was denied! 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 dateYou can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22653729 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/19/2024
Great Day
I reached out to the business and waiting for a response.
Thank you!
Initial Complaint
Date:12/09/2024
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 two pairs of shoes from Teva on April 9 2024. One pair was received on April 15 and the other pair was on back ordered and I received them on April 30 2024. The pair in question is the latter. On August 29, the pair in question broke. It was very clearly a manufacturing defect. Upon contacting the company, I quickly realized their return policy was lacking. After an hour of chatting with an agent online, I was told that I couldn’t just show them pictures of the shoe, but must send them back to be evaluated by their warranty team. Because this is a time consuming task, I didn’t have the time to do this for several months. On November 4th, I reached out to get a return label and sent the shoes back to the warranty center. Today, I received the shoes back with a note stating that I was not within the warranty window. I called the company to find a resolution since I clearly was within the warranty window. After several conversations with 2 different people, I got a call back stating that they would not be overturning the decision and was offered a 10% off coupon for my next purchase. These were $70 shoes and I was told that was the best that could be done. To me, this is appalling and unethical. I spent several hours speaking with customer support, wasted my time and money to send them back, only for them to deny my warranty claim based on a false evidence. My item was most definitely within the warranty time period. Lying to save money should not be tolerated and they clearly violated their warranty policy which is meant to protect the consumer.Business Response
Date: 12/12/2024
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 # 22652265 if you need any further assistance.
TEVA Customer Care Team
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