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:11/12/2024
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 absolutely LOVED my Hoka shoes, until they began rubbing a blister on my left foot, outside ankle. I've tried everything to remedy the situation, all to no avail. Duct tape worked for awhile, but this morning, started rubbing another blister. Not sure if they can be repaired, but I'd sure appreciate their being either fixed or replaced. Same color, same size. You have a great product and name to protect. Surely you will want to make this situation right. I pray so. And thank you!
Business Response
Date: 11/14/2024
That is unfortunate to hear that you are having issues with blisters, we know that is not an ideal scenario. Sometimes this can be caused by having too much space in the footbed of the shoe. You may want to check out this resource bit.ly/LacingHokas for more information on lacing techniques that may resolve the issue. You may also want to look into if there are potential exchange options via our return center bit.ly/HOKAReturns as this could be related to sizing. Please feel free to let us know if you would like any additional help!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22539691 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:11/12/2024
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.
In May of this year, I purchased a pair of UGG boots, which I subsequently registered under warranty. Last month, I attempted to exchange these boots due to issues I encountered. However, my experience with the warranty process raised significant concerns about customer service and the clarity of warranty policies.
Upon receiving a letter from the company, I was informed that my request for an exchange was denied due to alleged water damage to the shoes. This response was unexpected, as I had carefully followed care instructions provided with the product and believed that any damage could be attributed to normal wear and tear. I found the reasoning behind the decision to be unsatisfactory and lacking in transparency, leaving me with unanswered questions regarding the applicability of the warranty in this instance.
In an effort to resolve the matter, I reached out to the customer service department. Unfortunately, this communication further exacerbated my frustration. Despite multiple attempts, I was unable to obtain meaningful assistance or clarification regarding the specific reasons for the denial of the exchange. The customer service representatives seemed ill-equipped to address my concerns, leading me to feel undervalued as a customer.
This experience highlights significant issues within the warranty process and the importance of effective customer service. Clear communication about warranty terms is essential for ensuring consumer trust. Furthermore, companies must prioritize customer support to foster positive relationships and enhance customer satisfaction.
As a result of my experience, I feel compelled to reflect on the standards of customer service provided by UGG. I hope that the company takes my feedback into consideration and seeks to improve its processes to ensure a more satisfactory experience for future customers.Business Response
Date: 11/14/2024
Dear S*****,
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 provide 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 # 22536508 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22536508, and find that this resolution is satisfactory to me.
Regards,
S***** *****
S***** *****
s*****.*****@gmail.com704 369-6818
15748 Kensington Palace
Charlotte NC 28277
Black/Tasman / 8
Journeys
May/24
Shoe started to come unravel at the Top of left shoes
Initial Complaint
Date:11/12/2024
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.
Absolutely horrible company to deal with, ordered a pair of shoes received a empty box chatted with customer service and got these msg they had to file a claim with FedEx and now they are waiting to hear back from FedEx on the claim I am out $150 and no shoes to show for it. I am sick and tired of these big companies not having any customer service. I have never had this happen to me, fedex has lost crap in the past and the companies are willing to replace the lost package right away. I have no problem showing and giving the “empty” box to Fedex so they can do the investigation but for UGG to not rectify the situation right away extremely unprofessional.Business Response
Date: 11/14/2024
Thank you for getting in touch with us about your damaged box on order NA3*****33, we know how irritating that must have been to have the items missing. Since this is showing as denied as a one-time courtesy we would be more than happy to offer a free replacement item in this instance. However, the sand color is currently showing backorder in size 10 till 12/06, if you would be interested in the chestnut color, we do have this available immediately. Just let us know which you would prefer.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 22533056 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:10/31/2024
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 HOKA Women's Mach 5 Running Shoes (Size 11B) on May 8, 2024. I received them later that week and wore them approximately 5-7 times in June and July. While walking in them at the end of July, the heel pulled away from the shoe. I reached out to customer service and the chat function on the HOKA website and was instructed to submit a return form and send back the shoes. My return was processed on August 1, 2024. I was unable to track the return on the HOKA website despite having a return number. Today, on October 30, 2024, I received my own pair of shoes in the mail saying that the return was declined. The form letter did not give a reason. After reaching out to customer service, I was told that there was shoe discoloration. This does not explain why a heel pulled away within 3 months of minimal wear. HOKA has no recourse for this and apparently does not care about customer satisfaction or producing a product that is free of defect.
HOKA apparently will not honor a warranty for defects in materials and craftsmanship.Business Response
Date: 11/05/2024
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 provide 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 # 22494735 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:10/30/2024
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 purchased a pair of Hoka running shoes in August of 2024.
The right shoe has a defective tongue that is noticaebly shorter and does not
cover the laces properly when tied.
I am seeking a replacement shoe for the defect unit only. The defective shoe is the right shoe. I have uploaded image of both shoes to see the difference.Business Response
Date: 11/04/2024
We are very sorry to hear of the issues with the tongue on the right shoe in the order you received and will gladly accommodate a photo evaluation of your item to see what additional options we can explore as a one-time courtesy. Please provide 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 # 22492026 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 11/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22492026, and find that this resolution is satisfactory to me.
Regards,
R***** ******Initial Complaint
Date:10/25/2024
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.
10/19/24 I purchased the UGG Care Kit. I got free expedited shipping since it was my first order. I recently purchased boots from an actual store and they were out of the kit. I wanted to make sure my boots are protected before wearing. I was super happy to see the care kit was available online and that I would get it quick.
I received the order and the box that holds the kit was out of the plastic. And then 4 of the 5 items were out of the box (loosely laying in the shipping box). It seems like (1) they sent me an already opened/potentially used kit, (2) someone tampered with my order before or shipped, and/or (3) whoever shipped it, did so carelessly.
I reached out to customer support and spoke to many reps today (10/24/24). I used the text service and had to get different reps, because the chats close after no response (I was working, so unfortunately that was the case).
I sent pictures and asked if they could expedite my replacement. I was told I could not get expedited shipping because it would only apply to my original order. I told them that this was not my fault though, but their fault. Thus, they should make it right. They said they couldn't offer expedited shipping. I said that that doesn't make sense, since I wasn't just returning it because and asking for expedited shipping on any item.
Ultimately, the "best" solution was that I could return the item, which could take 10 to 15 days... And then get my item expedited. That defeats the purpose. I would like to get the kit asap, so I can get my boots protected and able to wear for the cold weather coming.
I should be able to get the kit expedited, while I send the other order back.
Please make this right.Business Response
Date: 10/31/2024
We are incredibly sorry to hear that the cleaning kit you received on order NA3*****42 was not complete and appeared tampered with, we know that would upset us as well. However, our policy when these types of issues occur is to have the item exchanged for a replacement via our warehouse. Because of the automated nature of our software, we are unable to alter the shipping method on any exchange request from the original order shipping method, our apologies for any inconvenience.
The best course of action to resolve this issue would be to send the incomplete kit back to us for an exchange. Our systems are showing this request was created and a pre-paid shipping label was provided to your email [email protected] on 10/24/24. Once the original item has been received at our warehouse, you should receive an email from that team with shipping details for your replacement kit.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22470385 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/08/2024
Complaint: 22470385
I am rejecting this response because it does nothing to resolve the issue. A replacement could have been sent separately from the return. Simple. At this point, it has been too long and I no longer want this product at all. I am sending this back and I expect a refund. Please no exchange. I plan to go to the store in Canada to get the kit. This was not good customer service at all.
Regards,
V****** ***********Business Response
Date: 11/14/2024
Hello again V******,
Our apologies for the timeframe regarding the exchange of your cleaning kit, we know waiting can be frustrating at times. Our systems are showing that NA3*****42_EX is expected to be delivered via FedEx tracking 4*********80 on 11/14/24. You are more than welcome to send the kit back to us using the return center for a refund and be sure to use the exchange order number NA3*****42_EX to receive a pre-paid label if you no longer want the product. We are again so sorry to hear of the issue that happened with the original order and hope that you have a pleasant rest of your week!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22470385 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:10/22/2024
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 ordered a pair of Uggs size 8 and I exchanged the item for a different size to a 7. The new pair that i received does not fit me. I messaged the support and they said that I can not return them that I am only allowed one exchange. Which I need to return them because they dont fit at all. They told me I am not allowed to get a refund. The shoes have never been worn. I also used After PayBusiness Response
Date: 10/24/2024
Dear A*****,
We are very sorry to hear of the issue with the Customer Care team and processing your return request on the exchange item that did not fit properly. We believe that there was a miscommunication as it appears the representative was looking at your order NA20120455 when it would seem the issue is with order exchange request NA******04.
Our apologies for any frustration. To resolve this, we have created a return label for you to send the pair that does not fit NA******04_EX back to our warehouse for a return. You should receive an email at ***********@yahoo.com with return instructions and a pre-paid shipping label shortly.
Thank you so very much for your understanding!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22453295 if you need any further assistance.
UGG Customer Care Team
Initial Complaint
Date:10/21/2024
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 Hoka shoes on 3/1/24. They supposedly have a 1 year manufacturer warranty. I wore the shoes often until May when I wore sandals for the summer. I started wearing the Hoka’s again late August. The tread pulled away from the sole of the shoe in an area on the right shoe. I called Hoka and they had me send the shoes to them at my own cost. They returned them and said it was not a manufacturing defect, it was from use. I do not agree. These were very lightly used. I do not run, I do not walk distances, I do not stand for long periods because I have RA. I called the company again when they denied the claim. I asked to speak with a supervisor because the woman I was talking to was clearly not a decision maker. She told me no. I thought that was very odd. I would really like to know what they consider a manufacturer defect. The amount I paid below does not include the price of shipping that I paid for. I’m not able to choose more than one option below but I am genuinely curious if they ever admit to a defect, what constitutes a defect?Business Response
Date: 10/24/2024
Hello S******,
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 provide 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 # 22443327 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:10/15/2024
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 spent a total of approximately $670 between end of NOV 2023-early DEC 2023. I accumulated rewards points totaling $60 OFF (3 $20 VOUCHERS). Apparently these rewards expired in March 2024. I reached out to customer service given the holiday season is arriving and I was interested in returning to purchase from UGG again. I explained to the representative that there would have been no reason for me to purchase winter attire for spring/summer season and I asked for the rewards to be returned to my account given that I spent my money and I would like to use the rewards I earned. I am requesting the total rewards I earned for these purchases amounting to $60 OFF in store credit to use at UGG stores/online. I am asking for use of a store credit to be extended until the end of December 2024. It does not sit well with me that I supported this business during the holiday season and could not utilize the rewards I earned and deserved given that the expiration date does not match the season to buy UGG attire. For the record I am encouraging UGG to consider extending their reward redemption from 90 days to 12 months. I am also asking for $60 in store credit whether it be three $20 vouchers or one $60 voucher. I have gone through my email to find the original vouchers but again I was only made aware that these points expired today when reaching customer service.Business Response
Date: 10/16/2024
Thank you so much for reaching out. We are so very grateful for your loyalty in the past and would be more than happy to assist you regarding this. Upon further review, we are showing 1 of the 3 coupons was used on order NA23555761 and only 2 are showing as expired. As a one-time courtesy we have gifted your account 500 points and have created 2 new loyalty coupon codes for you LOY091623221870 and LOY091623200020 which will be valid until 1/14/2025. You should also receive emails with these 2 loyalty codes from our processing center, please be aware it can take 72 hours from purchase for points to apply on future orders. Thank you so much for your continued understanding and we hope that you have a wonderful day!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22424526 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 10/16/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22424526, and find that this resolution is satisfactory to me. UGG has provided the coupons, THANK YOU UGG!!! & thank you BBB!
Regards,
K****** ****Initial Complaint
Date:10/15/2024
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.
Hello, within the last 2 weeks and they have told me they received my product back since 10/8. They have not issued my exchange.Business Response
Date: 10/17/2024
We understand the importance of receiving timely updates on your
return and apologize for any concerns this may have caused. Upon further
review, we found that your return NA73****0_EX_EX_EX_RT was processed as a
refund on 10/16/2024. A refund in the amount of $33.15 was issued to your store
credit. Due to the expiration of your store credit, our processing teams issued
you a new merchandise credit. You should have received an email with additional
details regarding this.
Regarding return NA2*****06_EX_EX_EX, since it was received at the
warehouse on 10/8, we are required to wait 10 business days (excluding holidays
and weekends) until it is processed. If you do not receive an update by 10/22,
please do not hesitate to contact us and we will be happy to further
investigate this matter for you.
For future reference, please note that customers are allowed one
exchange per item under our one-year warranty process.
Thank you for your understanding and patience in this matter.
You can also reach out to us here on BBB or directly at
[email protected] with your BBB ID #22421746 if you need
any further assistance.
UGG Customer Care Team
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