Business Profile

Retail Shoes

Deckers Retail, LLC

Headquarters

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 Complaint

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:10/10/2024
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 called the Company no answer on 10/09/24, my two pair of hoka gym shoes are both falling apart, I paid $160 for each on line about a year I had them this shouldn’t happen that fast don’t use them that much, here are the of my injure foot due to the gym shoe coming apart I need hoka to replace both pair of gym shoes.
Business Response
Date: 10/10/2024
That is unfortunate to hear about the issues with your 2 pairs of HOKA shoes falling apart within a year, we know how frustrating that can be and would not advise continued use if they are no longer functional. We will be happy to start a photo evaluation of your items 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:

Name of Items:

Model of shoes (S/N):

Colors:
US Sizes:

How often are these products used?
Where were the items purchased?

When were the purchases made?

Brief Description of the Defects:
Any additional instructions/Questions:

We will also need:
• Photos of the defective areas of the items, photos of all sides of the pairs of footwear including the tread, photos of all interior tags

• A copy of the receipts or credit card/bank statements showing the purchase date
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22405180 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:10/10/2024
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 ordered two pairs of Ugg Bailey bow boots for $424.00. When I received them they were not in new condition and already had wear on them and scuff marks. So I returned them and since it was at no fault of my own, I asked them would they be able to send my replacement soon. They told me that I would have to wait etc etc. so I was disappointed about that because I already did my waiting and since UGGS did not come correct and sent me worn boots in the first place, I would of had to suffer and wait some more. So I said that I’ll just reorder them and purchase a few more items, that order came up to $621.00. Than I find out that UGGS cannot just cancel my order and give me a refund instead of sending me a replacement of the same boots I already reordered so I would not have to wait extra time. UGGS told me that they couldn’t cancel the USED PAIRS OF BOOTS THEY SENT ME WHEN I ORDERD “NEW” BOOTS! So they said when they deliver the replacements that I already reordered , I would have to resend them back and go through another waiting process before they can refund me! This is disgusting and wrong that they cannot just cancel the complete order and refund my money! but instead they are making things extremely hard for me when UGGS wronged me in the first place by sending me someone else’s returned boots and not new ones like I paid for! So I would like them to please cancel that order and refund my money, since I already reordered the sane boots! I beg them to have mercy on me and please don’t put me through all this unnecessary stress that I donot deserve. All I wanted to do is buy some boots, not compromise my mental health! I have the order # for both orders, the returned boots that I’m asking for cancellation and refund, and the new boots.The tracking number for the boots I returned and would like canceled instead of exchanged is : order # NA31*****6 and the tracking # for return ;(1ZX04A179*********). And the new order order #NA3*****13.
Business Response
Date: 10/15/2024
We are terribly sorry to hear about the condition your order NA31*****6 was received in, and we understand the frustration that this may have caused you. Our records indicate that the return tracking number 1ZX04A179********* was successfully delivered to the warehouse on 10/14/24. Once processing has completed you should receive an email from the warehouse processing team with additional details regarding the exchange. Please be aware that the return process may take up to 10 business days for processing. Please note that we are unable to make any modifications to the exchange request while it is being processed.
In addition, we are showing NA3*****13 shipped via UPS tracking 1Z2079RR*********5 and is showing delivered on 10/14/24. We understand that you were assured a 10% discount on your order, along with complimentary expedited shipping, due to issues with your previous order NA31*****6. Regrettably, these discounts were not applied as initially promised, and we apologize for this oversight. We are pleased to inform you that we have processed a refund of $58.60 to the original payment method, VISA ending in 8649. Please allow 1-5 business days for the refund to be processed and reflected in your account. Thank you for your patience and understanding in this matter.

You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22403915 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/15/2024

Complaint: 22403915

I am rejecting this response because: whoever received this original complaint must not of fully read it! I DONOT WANT AN EXCHANGE !!!! I WANT MY REFUND OF $424.00!! I ALREADY RE-BOUGHT THE SAME EXACT ITEMS I RETURNED!!!! I DON’T WANT ANYTHING FROM YOU BUT MY MONEY $424.00! I ALREADY RE-BOUGHT THE SAME EXACT ITEMS I RETURNED! I DID NOT GET EXPITED SHIPPING OR 10% OFF AND I DONT CARE TO HAVE IT! I DO NOT WANT ANYTHING FROM YOU THAT DOES NOT BELONG TO ME! BUT I WANT MY HARD EARNED $424,00 I WORKED HARD FOR THAT YOU HAVE! AND ARE HOLDING HOSTAGE ! DO NOT EXCHANGE THE BOOTS THAT I RETURNED BECAUSE I ALREADY RE-BOUGHT THEM! JUST PLEASE RETURN MY $424.00! THANK YOU!
I WILL FILE A ATTORNEYS GENERAL COMPLAINT IF I HAVE FURTHER PROBLEMS WITH THIS COMPANY! ALL I WANT IS MY MONEY! KEEP YOUR EXPEDITED SHIPPING AND 10% OFF, JUST PLEASE GIVE ME MY $424.00 THANKYOI!

Regards,

B****** ******

Business Response
Date: 10/22/2024

We apologize for any inconvenience you may have experienced in this matter.
After reviewing the previous conversations you had with our Customer Care Team,
it appears that you reported issues with the items received on 10/7. Our team
promptly assisted you by providing a return label for an exchange, as per your
request, along with the necessary return timeframe.

We understand that you placed another order NA3*****13 for the
Bailey Bow ll boots. However, please be advised that we are unable to make
changes to returns once they have been received at our warehouse. Despite our
best efforts, the return was too far along in the processing stage to be
converted into a refund.

We are pleased to inform you that your exchange (Order Number: NA31*****6_EX)
was successfully delivered today (10/22) via UPS, with tracking number
1Z2079RR*********4. A QR code for a full refund has been generated and will be
sent to your email address, [email protected], shortly. Please
allow up to 10 business days for the return to be processed once the items are
received at the warehouse. You will receive an email notification regarding
your refund once it has been completed.

We hope that this explanation clarifies our return process for you.
Thank you for your understanding.

You can also reach out to us here on BBB or directly at
[email protected] with your BBB ID # 22403915 if you need
any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/22/2024

Complaint: 22403915

I am rejecting this response because: I have not received a return label and after all of this confusion I have very little faith that I will get one from you any time soon! The

[email protected] email is not in use anymore and the customer service representative said they would update it to ************@icloud.com but I guess it hasn’t been updated. So I have to reject this until physical action on your part takes place. Because as of right now I spent $1045.00 dollars and $424.00 has been held hostage from me since 10/8/2024. This may not be a lot of money to you but it’s a lot to me and I worked hard for it and to have to go through all this to get MY MONEY BACK IS AWFUL for me. So when yous actually take care of me and give me what’s legally and rightfully mine, then I can accept but Lord only knows how long I will have endure this ugly and abusive process from yous!

Regards,

B****** ******
Initial Complaint
Date:10/04/2024
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.
Customer service is uneducated about their process for non-profit organizations making purchases. On 10/3/24 I chatted with an agent asking how to place an order for one of our techs at the hospital medical center and upload our tax-exempt form. She said that I send it to them, and they save it on file. Then said I needed to go through the process of ordering the shoes, which she was aware was being done online, and then I contact them with the order number and tracking number to process a tax refund. The hospital is very anal about taxes as they take a loss on that when we pay it. I contacted customer service again the next day (10/4/24) with the information, and was told because I ordered online, they cannot refund the tax. Had we known this up front we would NOT have placed an order. We have done MANY purchases via phone and online where there were/are ZERO issues with us providing our tax-exempt documentation. As us being the number one pediatric hospital in the nation, I will be sure to share this experience to avoid further purchases.
Business Response
Date: 10/07/2024
Thank you for contacting us regarding the sales taxes applied to your recent purchase NA3*****08. Our apologies for the incorrect statement from our Customer Care representative. Please be advised that sales tax is calculated based on the shipping address in compliance with all state, city, and county regulations. Due to this we are unable to refund sales tax once it has been issued.
Our dedicated processing team ensures the accuracy of these calculations, so it is unlikely that any errors have occurred through our system. We recommend reaching out to your local government for further clarification on sales tax regulations in your area.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22380308 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:10/02/2024
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 placed an order online on 9/23/24
For 3 pairs of slippers in different sizes
Tasman II Slipper
Qty: 1 Size: 6K Product total $80.00
Tasman Slipper
Qty: 1 Size: 12 Product total $110.00
Tasman II Slipper
Qty: 1 Size: 11T Product total $70.00

The tracking number is 1Z208W3*********15

The package was not left to me or my home as the address provided the company of Ugg gave me a run around with no resolution just an answer of it was delivered to the address provided. I’m unable to bring anything with ups as it must be from the merchant. At this point I don’t want the product and wish for a refund. I have asked the main office and neighbors this package never made it to me
Business Response
Date: 10/04/2024

Thank you for getting in touch with us about your lost order NA31605352. We know how difficult missing deliveries can be and have initiated a UPS claim for your missing package 1Z208W3*********15 on your behalf. Please be aware that these investigations may take up to 15 business days to be finalized. It is important that you respond to any communication from UPS regarding the package during this time. Once the investigation is complete, you will receive an email from our processing teams with the outcome of your claim.
If your claim is approved, we will be able to issue a refund so you can reorder at your convenience. Please be advised that if your claim is not approved, we are unable to dispute or reopen the claim. We hope this information is helpful!

You can reach out to us here on BBB or directly [email protected]?with your BBB ID # 22372789 if you need any further assistance.??

UGG Customer Care Team
Initial Complaint
Date:10/02/2024
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.
On 7/8/2024 I purchased a pair of Hoka Bondi 8 shoes directly from Hoka. After about 2 1/2 months the shoes began having clear defects in workman ship such as discoloration and multiple eyelets for the laces ripping through on both shoes. On 10/2/24 I contacted Hoka via live chat on their website regarding this issue. I was told that I would have to ship the shoes back to them and MAYBE they'll decide to warranty them. I paid $175 for these shoes with tax and I only purchased them because I was required to by my doctor following surgery. These are the only shoes that I can currently wear per the doctor and I do not have another $175 to buy another pair of shoes and I can't walk around barefoot for weeks while Hoka decides whether they are going to honor their warranty or not. Their customer service was completely unhelpful and only copied and pasted what was already stated on their website.
Business Response
Date: 10/04/2024

We are very sorry to hear about the scenario with your shoes having discoloration and eyelet issues, however it is our policy to have them evaluated in person by a member of our warehouse staff prior to warranty determination. We will be more than happy to start a photo evaluation of your item as a one-time courtesy regarding this specific pair. 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:

Name of Item:

Model of shoe (S/N):

Color:
US Size:

How often is this product used?
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 # 22372789 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:10/01/2024
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.
HOKA shoes states 1 year warranty. Shoes tread unglued on bottom in same spot coming undone. I paid sent shoes back with receipt. They didn’t stand by their warranty and wouldn’t exchange for faulty manufactured product even though they were in the 1 year warranty. They said my invoice didn’t show the year and even though I sent invoice showing purchase within a year
Business Response
Date: 10/03/2024
We are very sorry to hear about the scenario with your retail warranty evaluation and will be happy to start a photo evaluation of your item 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:

Name of Item:

Model of shoe (S/N):

Color:
US Size:

How often is this product used?
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 # 22364306 if you need any further assistance.
HOKA Customer Care Team
Initial Complaint
Date:09/30/2024
Type:Product Issues
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 shoe from an UGG store which turned out to be defective. I followed UGG procedure regarding their warranties for defective items & mailed the shoes back w/ a copy of my receipt as well as the warranty paperwork. These were mailed on 9/9/24 & received to the appropriate location on 9/19/24. On 9/30/24 I received the damaged shoes back w/ a note indicating my shoes did not qualify for replacement/voucher because the warranty had expired. If the warranty is good for 12 months & my shoes were purchased on 12/9/23, how are they outside of the year warranty window? I did my part as a customer, providing the appropriate documents, paying for the shipping on the defective shoes, & UGG has failed me from the beginning. I was sold a defective shoe & now someone has decided my shoes are not warrantied yet policy states otherwise. I spoke to an employee, Tamara on 9/30 who indicated the information I've provided to the company should be sufficient & the shoes are definitely still under warranty. She advised me to mail them back in because that definitely was not not the decision that should have been given!! She also stated there was no way to speak to anyone in that dept so I could discuss this situation a little more in depth.
Business Response
Date: 10/01/2024
We are very sorry to hear about the scenario with your retail warranty evaluation and will be happy to start a photo evaluation of your item 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:

Name of Item:

Model of shoe (S/N):

Color:
US Size:

How often is this product used?
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 # 22360894 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/01/2024

Complaint: 22360894

I am rejecting this response because: all of that information they're asking for was provided in my initial BBB complaint.

Regards,

R***** *******

Business Response
Date: 10/04/2024

We are not trying to add to your frustration and would like to assist further, however some of the files and attachments are not functioning on our end. If you could please resend all the information in the format provided in the prior contact, we would be more than happy to further look and reconsider the denial.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22360894 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22360894, and find that this resolution is satisfactory to me.

Regards,

R***** *******
Initial Complaint
Date:09/26/2024
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.
Hi, I returned two pairs of UGGs to your warehouse but I still have not received a refund. UGG claims they have not received my return. Please assist.
Business Response
Date: 09/27/2024

Thank you for contacting us. We apologize
for the inconvenience regarding the delay in receiving your refund for your
return NA3*****86_RT. Upon reviewing your case, we have found that your return
is still in transit to our facility with UPS tracking number
1ZX04A179090361768. Once the return is received, please allow up to 10 business
days for processing, as returns are handled in the order they are received.
Once processed, you will receive an email with further details regarding your
return. We hope this clarifies our return process for you.

You can also reach out to us here on BBB
or directly at [email protected] with your BBB ID #22343096
if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 09/30/2024

Complaint: 22343096

I am rejecting this response because:
Hello, I have returned this order for more than three weeks and still haven’t received the refund, please advise please Ugg

Regards,

G******* *****

Business Response
Date: 10/02/2024

We are sorry to hear that you are rejecting this response. We
acknowledge that you dropped the item off three weeks ago. Please note
that we are required to wait until the item is delivered to the warehouse,
which occurred on 9/27/2024. Our processing times typically take 10 business
days. Regrettably, we are unable to expedite the process as our Returns
Department handles each return in the order they are received. If your return
is not processed by 10/11, please do not hesitate to contact us again and we
will be more than willing to further assist you.

You can also reach out to us here on BBB or directly at
[email protected] with your BBB ID # 22343096 if you need
any further assistance.

UGG Customer Care Team
Initial Complaint
Date:09/23/2024
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've returned 3 orders NA30****89, NA29****05, NA29****00 totaling $497.50 all of which have been received by Hoka but I have not received a refund on my credit card. I've made three attempts to contact via their horrible text support channel since September 17th but they just ask my name or email and then never respond again.
Business Response
Date: 09/26/2024
Hello Aaron,
We acknowledge the importance of tracking return status and funds. Our systems are showing processed refunds on 2 of the 3 orders mentioned in your BBB complaint.

NA30****89_RT is showing a refund in the amount of $190.09 USD processed on 08/29/24 via ApplePay. NA29****05_RT is showing a refund in the amount of $119.49 USD processed on 07/27/24 via ApplePay. Both refunds should reflect as Deckers in your statement.
We are showing an exchange was completed on NA29****00_EX with the replacement item shipping to you via UPS 1ZB369F*********18 on 08/02/24 but are not seeing a return request posted on the third purchase. If you returned the item, please kindly provide us with the return tracking number and we would be happy to take a further look into this for you.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22320518 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:09/23/2024
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.
8/28/2024 I ordered two pairs of UGG Tasmans online. I received an email from UGG indicating that the package had been delivered. However it never came. 9/5/2024. I contacted UGG and spoke to a representative that stated she would issue a refund to my card. She never issued a refund.
Business Response
Date: 12/04/2024
Hello J******,
That is unfortunate to hear about the lost shipment, we know how difficult those scenarios can be. Our systems are showing a refund in the amount of $207.10 was issued to your original form of payment Mastercard ending in 3**5 on 09/06/24 on order NA30****26. The refund should show under Deckers. Our systems are showing this processed correctly on our end. If you are not seeing this on your statement, we would advise you to contact the payment provider.
You can reach out to us here on BBB or directly [email protected]?with your BBB ID # 22311923 if you need any further assistance.??
UGG Customer Care Team

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Deckers Retail, LLC is BBB Accredited.