Complaints

This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Deckers Retail, LLC

  150 Tanger Dr Williamsburg, IA 52361-9653

• 

  Deckers Retail, LLC

  189 The Grove Dr Ste F72 Los Angeles, CA 90036-6225

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

• 

  Deckers Retail, LLC

  Oklahoma City Oklahoma City, OK 73173

The 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:12/09/2024

  Type:Billing Issues
  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 Uggs and want to exchange them for a different pair, and used a $20 reward coupon. Ugg will not reissue my reward to use on the new item.

  

  Business Response

  Date: 12/12/2024

  Thank you for reaching out regarding your UGG rewards coupon used on order NA3****825. Although this coupon should have been reissued, we are not showing this in our systems. To correct this, we have gifted 300 points to your UGG rewards account and issued a new coupon LOY241121204269. You should receive an email confirming this as well. We hope you have a wonderful day!  

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22650448 if you need any further assistance.               
                 
  UGG Customer Care Team   

• Initial Complaint

  Date:12/05/2024

  Type:Service or Repair Issues
  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 submitted a warranty claim to Hoka for a problem I had with their shoes. On their website, it lists that if the product falls within a 1 year timeframe from the date of purchase, you are eligible for a warranty if it meets inspection criteria. The reason I am submitting this complaint is because I feel as if this statement by their company is false, and they are not committed to fulfilling this statement.
  
  I purchased my shoes on 11/19/23. I had a major problem with them, and finally decided to submit the warranty claim. I submitted the claim on 11/13/24. The shoes were delivered to the warehouse on 11/19/24.
  
  The shoes were then sent back to me without notice, and my warranty was denied, since "the brand warranty period on this product has expired". The dates clearly state otherwise, and I felt this was a wrongfully denied warranty. When I tried to get assistance/resolution through customer service, not only was I told there was nothing they or I can do, but I am not able to contact the warranty department. Even though they agreed that my situation seemed unfair, they refused to provide monetary compensation for not even the shoes but also the shipping cost. I asked how customers could be protected from this type of false promise of a warranty, and they did not have a response.
  
  At this point, I am just asking for a refund on the retail price I paid for the shoes as well as the cost of my shipping label. I would also appreciate if they updated their warranty policy to more accurately represent what customers can expect when purchasing from Hoka.

  

  Business Response

  Date: 12/11/2024

  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 date      

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22645853 if you need any further assistance.             
               
  HOKA Customer Care Team 

• Initial Complaint

  Date:12/05/2024

  Type:Delivery Issues
  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 ordered products via www.ugg.com on 11/14/24. Order confirmation number: #NA33******
  - On 11/17/24 I received an email about my order has been delivered. However it was not delivered.
  - The photo that has to be proof of delivery is not clear, and it is not my house.
  - I let the company know that my order is not delivered, I asked for refund. However they replied me: "The carrier has determined that the package was successfully delivered to your location and has denied your claim. Due to the results of the investigation, we are unable to process a replacement or refund on your order."
  
  In conclusion, the place they delivered is not my house. I want refund. You can find the photo that delivery uploaded as a proof attached.
  
  Tracking Number: 4*********15
  Order Number: NA33******

  

  Business Response

  Date: 12/11/2024

  That is unfortunate to hear about you not receiving your shipment, we know how frustrating that can be. We are very sorry to hear about this scenario with your order delivery for NA33******. However, we are not able to override FedEx claim determinations. We recommend reaching out to FedEx at ###-###-####9 with tracking number 4*********15 to reopen the claim. If your FedEx claim is approved, we will gladly assist with the next steps.  

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22643708 if you need any further assistance.        
         
  UGG Customer Care Team 

• Initial Complaint

  Date:12/04/2024

  Type:Product Issues
  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 originally placed an order online with Ugg on 11/19/2024 for two different sized products of the same shoe (Tasman Slipper). When they arrived on November 25, I had my daughter try the shoes on and neither fit. I therefore went immediately online to start an exchange because I know these shoes sell out quickly. I selected an exchange for the Adult Size Tasman Slippers (originally size 8) for a size 7 (chestnut color) and selected an exchange for the kid size Tasman Slippers to be replaced with the ultra mini UGG boot (Chestnut, size 7). Both shoes were available at this time. I provided the additional payment, and realized after the holiday weekend, that I nnever received an exchange authorization. On December 3 I contacted UGG and after many chat communications, finally received a return label/code. I was told that the Tasman slipper was backordered but would be back in stock by the time they received my return. I returned the shoes via UPS on December 3. That evening I received a notice that UGG could not process my exchange because of a payment issue and I immediately called UGG, spoke with Angel at UGG, on December 4. After 45 minutes of talking and waiting, she said that on their end it showed a payment error - I explained I went online and looked and there was no attempt to charge my card whatsoever by Deckers or Ugg, nor did I get any request for authorization by CHASE. I also asked to change the credit card if there was an issue on their side. UGG would not allow it and said it would result in a refund regardless becasue of the payment error message. There is no payment error. The issue is that the Tasman Slipper is now out of stock, and there is no backorder available. So to avoid their commitment to me to ship the Tasman Slipper as promised, they are now pretending there is a payment error. That is fraud.

  

  Business Response

  Date: 12/10/2024

  
  
  Thank you for contacting us regarding the payment issue with your
  exchange NA33674815_EXRT. We understand the frustration you may be experiencing.
  Please be aware that submitting an exchange request does not guarantee the item
  will be reserved for you, as orders are processed in the sequence they are
  received.
  
  Upon reviewing the order, we noticed that a gift card was used for
  payment. If the gift card did not have sufficient funds to cover the
  difference, the exchange request may have been cancelled due to a payment
  error. Unfortunately, we are unable to charge a different card other than the
  one used for the original order in these circumstances. If you would like to
  place a new order, please feel free to do so at your convenience. We hope this
  explanation helps clarify the situation for you.
  
  You can also reach out to us here on BBB or directly at
  [email protected] with your BBB ID #22638953 if you need
  any further assistance.           
             
  UGG Customer Care Team

  Customer Answer

  Date: 12/11/2024

  
  
  
  
  Complaint: 22638953
  
  
  
  I am rejecting this response because I used a credit card to pay for my purchase. The gift card was only for a very small portion of the charge. Additionally, I was told by customer service that despite the current unavilability (which did not exist when I originally made the exchange), the item would be available. I am not requesting a full and immediate refund as you have not yet even confirmed a full refund for the items that you have possession of due to my return of both items.   
  
  
  
  Regards,
  
  
  
  K**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/13/2024

  We are sorry to hear that you are rejecting this information. Our apologies for the frustration with this exchange processing issue. As a one-time courtesy we would be happy to offer you a retroactive 20% discount on a single item order due to the inconvenience. Please let us know if interested and we will go into additional details.  

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22638953 if you need any further assistance.             
               
  UGG Customer Care Team   

  Customer Answer

  Date: 12/18/2024

  
  
  
  
  Complaint: 22638953
  
  
  
  I am rejecting this response because: Providing me with a 20% discount does not provide me with a full refund of the purchase I made and makes absolutely no sense. Both items were returned, and confirmed, yet UGG has failed to provide me with a refund as of this date. *********1661_EX.  Again, I ordered the items, the majority of which were purchased on my credit card and a small amount on a gift card. Due to the failure of UGG to keep stock, the exchanges I thought I was going to get did not go forward (though UGG tried to say it was becasue of a credit card error, which was not the case) and were cancelled. So now UGG has both of the products back, has my money, and still no return of the gift card or credit card amount has been made. The QR code given to me for the exchange was UNPK-1ZX04A179*********. I demand reimbursement of $209.00.  See attached receipt/confirmation of order.
  
  
  
  Regards,
  
  
  
  K**** **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/02/2024

  Type:Delivery Issues
  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 was supposed to receive a package that I never received. Neither did I receive any picture proof that the package was delivered. I reached out to Ugg multiple times regarding my package and how it was never received and spoke with rude unpleasant employees, but also spoke to other understandable and nice employees. Altogether, it felt like I just kept getting the runaround, especially towards me getting my refund. I was told multiple times by representative that I was supposed to get a refund and also told that I wasn’t supposed to get one. The last representative I spoke with told me that I was supposed to get a refund within 5 to 7 business days. It is now on November 30th, 2024 and still haven’t received any refund. My package was supposedly been delivered October 10, 2024 and I’ve been going back-and-forth with ever since..

  

  Business Response

  Date: 12/04/2024

  Dear B******, 

  Thank you for getting in touch with us about your lost order NA31964613. Our systems are showing the Customer Care Team did submit a claim on your behalf for UPS tracking 1Z208W3*********14, however, it was unfortunately denied. As a result, we are unable to reopen or dispute the claim on our end. We recommend filing a police report and contacting UPS directly at ###-###-#### to reopen 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 # 22622478 if you need any further assistance.??    

  UGG Customer Care Team 

• Initial Complaint

  Date:12/02/2024

  Type:Product Issues
  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 against UGG for their failure to honor their stated warranty and their unsatisfactory customer service. Below is a detailed account of my experience:
  
  Product Information
  Product: UGG boots purchased directly from UGG’s official website
  Purchase Date: December 28, 2023
  Issue: The boots frayed entirely across the front after only 2-3 months of minimal use.
  The Problem
  The boots were worn during a mild winter with limited snow, were treated with UGG’s waterproofing spray, and showed significant damage despite minimal wear. I contacted UGG customer service, and they informed me of their one-year warranty policy. I was instructed to return the boots for evaluation, at my own expense.
  
  After sending the boots back, I received confirmation from UGG that I would hear back within 5-10 business days. When I did not hear anything, I reached out to their customer service team again and was told to wait further. Eventually, the boots were returned to me with a note claiming they were out of warranty because they were purchased over a year ago.
  
  Key Issues
  Warranty Misrepresentation: The boots were purchased on December 28, 2023, well within the one-year warranty window at the time of my claim. UGG’s claim that they were outside the warranty is inaccurate and misleading.
  Unnecessary Costs: I paid out of pocket to ship the boots back for warranty evaluation, only to have them returned without resolution.
  Lack of Communication: UGG did not provide timely updates or responses throughout the process, despite their initial promise to respond within 5-10 business days.
  Desired Resolution
  I am seeking the following resolutions:

  

  Business Response

  Date: 12/04/2024

  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 date     

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22621288 if you need any further assistance.            
              
  UGG Customer Care Team 

• Initial Complaint

  Date:11/25/2024

  Type:Delivery Issues
  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 order in good faith and never received the item. Ugg had a different address in their system that was computer generated and I never received the item. I am out of $160 and UGG refuses to assist with replacing or refunding this item even though I told them that the address was incorrect.

  

  Business Response

  Date: 11/29/2024

  Thank you for getting in touch with us about your lost order NA33572666. We do understand the frustration with this situation. Although you updated the shipping address during checkout, when you use your ApplePay account, the shipping address will pull from your selected payment type. Because your ApplePay address is not up to date, this caused your manually entered shipping address to revert to your billing address. To avoid this issue, we do display "Is All Your Information Correct? Please take a moment to review your shipping information, billing information, and order summary" message right next to the "Place Order" button to help ensure customers verify all details are correct prior to submitting their order. 

  Our systems are showing the Customer Care Team did submit a claim on your behalf for UPS tracking 1Z208W3*********14, however, it was unfortunately denied. As a result, we are unable to reopen or dispute the claim on our end. We recommend contacting UPS directly at ###-###-#### to reopen 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 # 22596932 if you need any further assistance.??   

  UGG Customer Care Team 

• Initial Complaint

  Date:11/22/2024

  Type:Delivery Issues
  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 2 pairs of UGG slippers for a gift and my package shows delivered but I never received it. I contacted customer service and was first told to wait 2 business days which I did. I contacted back and was then told that they had to open an investigation with UPS and I would receive correspondence within 10 days. I received an email stating that UPS tried to contact (which they didnt) and they closed it and told me I couldn’t get a refund. This is absolutely ridiculous. It was never received. I would have gotten a code from my parcel locker if the package was actually delivered and it wasn’t. I will be reporting this charge to my credit card company . Will not be ordering from this company again

  

  Business Response

  Date: 11/28/2024

  Thank you for getting in touch with us about your lost order NA32890503. We understand the frustration this may have caused. Our systems are showing the Customer Care Team did submit a claim on your behalf for UPS tracking 1Z208W3*********31, however, it was unfortunately denied. As a result, we are unable to reopen or dispute the claim on our end. We recommend contacting UPS directly at ###-###-#### to reopen 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 # 22590147 if you need any further assistance.??   

  UGG Customer Care Team 

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  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 TEVA brand sandals for $74.95 on December 28, 2023. The sandals failed due to manufacturing defect in August 2024. Teva support directed me to ship them back with the receipt and a note about the issue - at my expense. November 20th I received the sandals back with a note from Deckers Brands stating "After careful evaluation, we regret to inform you that we are not able to accept this return because brand warranty period on this product has expired." It goes on to say that the warranty covers defects "for the period of one year from the original date of purchase."
  
  The receipt is clearly stamped received Oct 22 2024.
  
  I contacted support again, they kept me waiting for a reply for 30 minutes before letting me know that they are standing by their denial. They provided no explanation as to how a product purchased 10 months before it was received by the returns department is not covered.

  

  Business Response

  Date: 11/26/2024

  Hey there, C***** 

  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 date    

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22587606 if you need any further assistance.           
             
  TEVA Customer Care Team 

• Initial Complaint

  Date:11/20/2024

  Type:Service or Repair Issues
  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.

  Not honoring 1 year warranty terms for defective material images attached.

  

  Business Response

  Date: 11/26/2024

  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 date   

  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22579015 if you need any further assistance.            
              
  HOKA Customer Care Team