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:09/20/2024
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.
On 8/18/24 I purchased HOKA Women's Clifton 9 Running Shoes at Dick's Sporting Goods in Dedham, MA
SKU: 25445980
Color: Frost/Rose Gold
Shoe Width: Medium/B
Shoe Size: 6.5
After wearing for a few days the week of 8/18 a piece of the sole came off.
For such an expensive pair of shoes this should not happen after less than a week of wear.
I attempted to return to Dick's Sporting Goods on 8/23, however I was told that I would have to contact Hoka directly. Hoka had me initiate a return for review. I incurred $12+ in postage to return the shoes. Hoka responded by issuing me a credit in the amount of $145 to use on Hoka.com. I reached out to customer service to explain that I did not want a credit and just wanted my money back. I do not want another pair after my first pair ripped after just a few days. Given that this happened within less than a week of purchase I feel entitled to get a full refund.
Business Response
Date: 09/25/2024
Thank you for contacting us! We apologize that you were not satisfied with receiving a site credit instead of a refund. Since the item was not bought directly from our website, we are unable to refund your original payment method. Therefore, we issued a site credit for you to use on our website. We are sorry for any inconvenience this may have caused. The credit amount is equivalent to the value of the product. We hope this explanation clarifies the situation for you.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22311727 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 10/04/2024
Complaint: 22311727
I am rejecting this response because:I am unsatisfied with Hoka's response. It makes no sense whatsoever that after owning a pair of shoes for 5 days I should only receive a store credit to the Hoka site. This also does not take into consideration that I had to incur $12 in shipping costs. Perhaps I need to file a complaint about Dick's Sporting Goods since that was where I purchased the shoes. I did go into the store and was told I had to deal with Hoka directly. This is all disappointing.
Regards,
K**** *******Business Response
Date: 10/08/2024
We are sorry to hear that you are rejecting this information. The purpose of the warranty is to replace the defective shoes, and our policy does state that the customer is responsible for shipping cost on evaluations of retail purchases: bit.ly/HokaWty
It is unfortunate that the first pair did not hold up as well as they should have for your daughter and our warranty team did approve that evaluation as a defective item. Feel free to use the site credit provided to replace the defective pair with ones that hopefully will meet the original expectations.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22311727 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/19/2024
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.
On 9/15/24 I placed an order with HOKA for 3 pairs of shoes approximately $600. I utilized afterpay to settle the debt. After much consideration and review of the terms, I clicked submit as the payment method. Immediately after submission I saw that HOKA had the incorrect mailing address. I immediately reviewed my afterpay account and verified they had mailing and billing address as 809 Oriel, plus my account history has 2 other company previous orders that I used them to pay and received my product at the above address. I went to the HOKA website to correct the issue, HOKA was closed. I attempted to cancel the order and the option was no longer there. Please understand the above process was completed in less than 15 minutes. I then continued to leave text messages with HOKA to rectify the issue. On Monday 9/16/24 at 9am, I received a text message for follow up. At which time I was told there is nothing they can do. I mentioned that I don't know how the wrong address was obtained and the indicated suggestion was the afterpay process, at which I shared I verified that immediately and upon review, my mailing and billing addresses were reflective of 809 Oriel. Following HOKAs instructions, I attempted to redirect the order to a hold location with FedEx but there was a delay because the order had not left its original location. Once the order was in enroute, I made the request on 9/17/24 Tuesday morning at 706am. I am very disappointed with this company because I do not have my product and payments had been made in full to them and I made my initial payment on 9/15/24 to afterpay. I have filed a complaint with FedEx, Afterpay, and HOKA. The text I receive from FedEx, redirects me back to HOKA for a resolution and HOKA redirects me back to FedEx.Business Response
Date: 09/25/2024
Thank you for contacting us about your lost package. We understand that this can be frustrating. When using a third-party payment option like AfterPay, there is a possibility of autofilled data based on the information provided by the payment provider. We apologize for any inconvenience this may have caused. To prevent this issue in the future, please ensure that your shipping information is up to date with AfterPay. Additionally, you can review the shipping details before final checkout to avoid any potential issues with future purchases.
We suggest contacting FedEx regarding your order NA******** with tracking number 41*********3 at ###-###-#### to file a claim. If FedEx approves your claim following their investigation, please contact us again for further assistance.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22307375 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/25/2024
Complaint: 22307375
I am rejecting this response because HOKA/Decker Brands has not resolved my issue with the missing package. FedEx stated the case is closed and I need to reach out to the shipper to resolve the issue.
Regards,
S******** ****Business Response
Date: 09/27/2024
Hello Stephanie,
We are sorry to hear that you are rejecting this information. Regrettably, once
a carrier has closed the case, we are unable to reopen it on our end. We
recommend reaching out to FedEx directly to explore the possibility of
reopening the claim. We hope this information is helpful!
You can also reach out to
us here on BBB or directly at [email protected] with your BBB ID #
22307375 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/30/2024
Complaint: 22307375
I am rejecting this response because I do not have a resolution and I am still being asked to pay for a product I did not receive. I've escalated to FedEx and they note the package was delivered to the address on the package. They stated the shipper (HOKA/Decker Brands) is the only one who could have change the shipping address when I reported the issue on 9.15.24 and again reported on 9.16.24. FedEx closed the case and referred me back to the shipper because the the shipper should have initiated the change, not me even though I attempted to have the package held.
Regards,
S******** ****Initial Complaint
Date:09/19/2024
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 filed a warranty claim on some Hoka Clifton 9 that were purchased less than a year ago. Some of the triangles are falling off. I spent $23 to ship them, they were even in the original box. Today I received my own shoes and a note stating that the warranty had expired. I own several pairs of Hokas and this is truly a manufacturing defect. I would like a refund or a credit to purchase the same shoe as these are my favorite. I do not wear these shoes daily, so them coming apart is really disappointing. I would also like to add that my shoes were returned without the original box which is totally unacceptable. Hola needs to take some responsibility!Business Response
Date: 09/23/2024
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 # 22305740 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/25/2024
Complaint: 22305740
I am rejecting this response because: I am rejecting this response because: I have sent photos and photo of receipt, along with the explanation of the defect already and it was not reviewed before sending a response. All the information that was requested was given on the initial complaint. I feel like this is intentionally dragging out, it needs to be resolved asap. I will attach more photos of the shoes.The triangles on the soles are coming off on my black/rose gold Clifton 9s. They were purchased on Nov 3, 2023 from Dick's Sporting Goods.
Regards,
K**** *******Business Response
Date: 09/26/2024
Thank you for following up
with your information! As a one-time courtesy, we are happy to send you a
replacement pair of HOKA with an equal or lesser value than $145.
Please take a look at HOKA.com and
select a model that is in-stock in your size and desired color. Then provide
the following and we will get your order placed as soon as possible!
Desired model:
Color:
Size:
Confirm complete shipping address:
You can also reach out to us here on BBB or directly at [email protected] with
your BBB ID # 22305740 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/27/2024
Complaint: 22305740
I am rejecting this response because: I don’t want to close the case until I receive a replacement pair of shoes.Desired model: Clifton 9
Color: Black/White
Size: 8 Womens
Confirm complete shipping address:
5903 Saddleridge Ct. Grand Prairie, TX 75052.
Regards,
K**** *******Customer Answer
Date: 10/10/2024
I responded on Sept 27, 2024 with the information requested and have not received a replacement pair nor any other communication from a representative.Initial Complaint
Date:09/17/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent back my shoes under return policy guidelines in mid July. Hoka claims they received return like August 2nd. They said 3-5 business day for the return. It’s September 17th and still no refund. Hoka keeps giving the run aroundBusiness Response
Date: 09/23/2024
Great news! Our systems are showing your return request for your unprocessed item on order number NA2****627 has been completed on 9/19. You should receive an email regarding this from our processing team.
“Your item was returned for a refund in the amount of $118.99. You will receive your funds back to your PayPal within 10 days. The refund will show as DECKERS BRANDS. If for any reason you do not see this refund reflected within 10 days, please reach out to your financial institution for assistance.” We hope this information is helpful!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22297899 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/16/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pair of shoes on Hoka’s website on 9/7/2024. Next day I saw three charges instead of just one. When I contacted them they stated two orders where placed and the are not able to cancel an order. I did edit the order for wide but didn’t place an additional order. None the less they should not have charged my card three time. If I placed two orders at the same time I shoul have gotten the both together. I just got an email on 9/14/2024 stating the second order shipped. Doesn’t make since when I got my shoes on 9/11/2024 but only one pair not two. They had ample time to cancel the additional order that should not have been as I notified them of such 9/8/2024.Business Response
Date: 09/17/2024
Thank you for contacting us
regarding the three charges you have observed on your account. After reviewing
your interaction with our Customer Care Team, we can confirm that we have
record of only two orders placed on September 7, 2024, under the order numbers
NA31171729 and NA31169249. Each order was charged to your MasterCard ending in
8559 for the amount of $157.69.
Upon thorough investigation of our
systems, we could not locate a third transaction linked to your account. The
initial transaction you are seeing is likely an authorization hold for the
total order amount, which is a standard practice until the items are shipped
from our warehouse. This authorization should be released within a few business
days, depending on your financial institution's policies.
If you continue to observe a third
charge on your account, we recommend contacting your bank for further
clarification as we only have a record of two charges. We apologize for any
inconvenience caused and hope this information resolves any confusion you may
have.
Thank you for your understanding and
patience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22286117 if you
need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/13/2024
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 thru uggs for some toddlers goldenstar clogs on 08/21/2024 in the amount of $70.44 , uggs is saying my item was delivered on 08/23/2024 with tracking # 1Z208W3*********75 a claims was started on 08/24/2024 and is showing open on uggs and was advised to keep getting inContact with UPS. I have contacted them twice and they have no claim with tracking number i have provided ive never experienced this and unsure why i have to go back and fourth when it should be uggs responsibility, if they where to contact ups with the same tracking number they would see no claim has been received or started with them. They have not tried to help me in no way and i have paid for something i haven't received what a bummer that they are no help.Business Response
Date: 09/16/2024
Thank you for contacting us regarding your missing order NA30*****8. Upon
review, it appears that there was a system error when your claim was initially
submitted, resulting in a failure to open a claim for your tracking number 1Z208W380382390675.
Rest assured; we have escalated this issue to the appropriate team for manual
claim submission.
Please allow 10-15 business days for the completion of your claim. You
will receive an email with the status of your claim once it has been processed.
We apologize for any inconvenience this may have caused. Thank you for your
patience!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22278890 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/16/2024
Complaint: 22278890
I am rejecting this response because:I have waited and kept being told there was an open claim and have been caused the stress of them having me go back and fourth with Uggs representatives and ups and have exhausted all my efforts with them both and would like a response before that time frame it’s been more then 10-15 business days I initially waited already
Regards,
I***** ********Business Response
Date: 09/17/2024
We know issues with deliveries can be frustrating at times and we understand you have been going back and forth regarding your lost package. However, as previously mentioned there was an error when we initially submitted your claim. We need to wait 10-15 business days from the opening of your claim on 9/16 for it to be completed. Once the claim is finalized, you will receive an email notification. If they do not receive an email by the 15th business day 10/07/24, we can take a further look into this for you. Thank you for your attention to this matter.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22278890 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:09/09/2024
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 ordered shoes 8.28 fedex shows they were delivered fedex picture shows they were delv set against a fence. Do you know hoe many fences are in the neighborhood? Why wasn't the purchase delivered to my porch or front door. I contacted you and u said gedex denied my claim so there is nothing u can do maybe fedex should not just put a package against some random fence. Now I'm out 156 dollars you chat person said fedex would call me they never didBusiness Response
Date: 09/10/2024
We know issues with deliveries can be frustrating at times. Unfortunately, you would have to work with the shipper directly to attempt to resolve the issue with order NA30796590 as FedEx denied your claim. Feel free to contact FedEx customer service via phone at 800-463-3339 to reopen your claim as we are unable to resubmit claims on shipments or dispute the findings of a shipping investigation on our end, our apologies. If FedEx alters their findings, please let us know.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22262604 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/10/2024
Complaint: 22262604
I am rejecting this response because: the pic provide by fedex shows a fence how can that be proven that's my fence when the neighborhood has a million other fences why was this not delv to my porch 159 is alot of money so steps should of been taken to delv directly to my front door or porch
Regards,
K**** *******Business Response
Date: 09/13/2024
We are sorry to hear
that you are rejecting this response. However, we are not able to override
FedEx claim determinations and would advise continuing to attempt a resolution
through FedEx regarding this issue at 800-463-33339. If the 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 # 22262604
if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/09/2024
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.
On July 15, I ordered Hoka shoes for a trip abroad on July 17. Obviously I would ONLY order the shoes if they would arrive July 16.
I have a SCREENSHOT of the order page says, in bold print, "ARRIVES TOMORROW" for extra $30. It does not get much clearer than that! There is no small print or additional explanation. That would be 7/16. The shoes did not arrive AS ADVERTISED.
I'm attaching the original screenshot, showing the "arrives tomorrow" stipulation. I'm also including a PDF of full order pages for a recreated example, so you may see that nothing is missing or cut out of the original screenshot. There is no other information provided about shipping on the order pages. Finally, I've attached my receipt (with tracking information) from the original order.
Upon returning home from my trip, I contacted Hoka on Aug 10, received a return shipping label, and mailed the shoes back on Aug 13. After I made several follow-up calls over the next month, Hoka concluded the shoes were lost in shipping.
Finally, they have agreed to refund *the shoes,* but they will NOT refund the $30 shipping.
I described the shipping information that was on the order page to the representative, but she proceeded to explain several *internal* issues, such as:
- the order was placed late in the day
- they needed an extra day for processing
- they "could not" figure out how to override the charge
That may be true, except that it is NOT what the order page promises. All of that is not my problem. I would NOT have ordered the shoes if these caveats were prominently explained next to the "Arrives Tomorrow" button.
At best, this is deceptive, at worst it is fraud ... certainly not what one expects from a company with an A+++ rating on BBB. I want the shipping refunded, as well as the shoes.Business Response
Date: 09/12/2024
Thank you for reaching out regarding your package NA2******2. Please be advised that warehouse processing for all orders typically takes between 24-72 hours from the time the order is placed before any potential shipment. The shipping method selected for your order will determine the delivery timeline once the shipping agent takes possession of the item. UPS scanned your package on 7/16 and it was delivered on 7/17. Please note that if you decide to return your items, we are unable to refund your shipping costs. We apologize for any inconvenience this may cause.
Our records indicate that your return NA2******2_RT was received, and a refund of $161.63 USD was processed on 09/12/24 back to your original form of payment. Although the funds release immediately on our end, it may take a few business days to reflect in your account based on your financial institution’s policies. We hope this information helps to clarify the situation
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22262262 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/13/2024
Complaint: 22262262
I am rejecting this response because: This response completely ignores the basis of the complaint (documented with screenshots). The company responded with new information about "warehouse processing time," but did not address the core issue. Warehouse processing time was never mentioned in the order page. The order page has an option that the customer may check that says "Arrives Tomorrow," for $30 extra. If you do not mean this, then you should not say it. That is fraud. I clicked this option, expecting that it meant what it said. I was leaving in 2 days, so if it said "Arrives in 2 days," I would NOT have paid the money. I paid this in good faith based upon a promise that you never intended to keep. You cannot clearly offer something, and then say, "We did not really mean it... Oh, and we're keeping the money we convinced you to spend with this disingenuous offer."This would be easily fixed, if the company honestly described how long it would take for the item to arrive, rather than stating it will "Arrive tomorrow." Then the customer could decide whether to spend the extra money based upon accurate information.
Regards,
C****** ***************Business Response
Date: 09/16/2024
We are sorry to hear that you are rejecting this response. We acknowledge that
there was confusion regarding the selection of the shipping date, which led to
misunderstandings about the expected delivery of your items. Your feedback will
be shared with the relevant departments for further improvement. For future
reference, our shipping information is available on our website and states that
“Online purchases may require a 24–48-hour processing time before the shipping
method is applied.”
As a one-time courtesy, we have processed a refund of $32.33 to your Visa
ending in 1337. Please note that while the funds have been released from our
end, it may take a few business days for the refund to appear in your account,
depending on your financial institution's policies. We hope this information
helps to clarify our processing timeframe.
You can also reach out to
us here on BBB or directly at [email protected] with your BBB ID #22262262
if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22262262, and find that this resolution is satisfactory to me.
Regards,
C****** ***************Initial Complaint
Date:09/09/2024
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 returned an item to Decker Brands and they received it on 8/22/24. I was told to wait 7 business days which I did. Now that the 7 are up they are extending me another 5 and will not give any more info regarding my return just constantly stating that they are following procedures and getting short with me when I push them on the fact that it has been well over their policy.Business Response
Date: 09/10/2024
Our apologies for the
difficulty with your return processing. We are showing our teams have submitted
a task to manually process a refund on your order. They will email you within
3-5 business days once your refund has been processed onto your account It will show as Decker's Brands and depending
on your bank could take 3-5 business days to reflect. We appreciate your understanding.
You can also reach out to us
here on BBB or directly at [email protected] with your BBB
ID # 22260056
if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/11/2024
Complaint: 22260056
I am rejecting this response because:Once I have the funds in my account I will consider this closed. I just called your business again and they showed no record of what you say and I was told nothing until the 13th can be done. Accepting this as a conclusion opens the door to Decker Brands being able to keep extending my period by having written communication showing it was concluded and I was satisfied. I am the furthest thing from that. I will update this record once my funds have been available, if they are not available by Monday of next week I will contact both Paypal to dispute the charge as an error on your companies end and I will reach out the Department of Consumer Affairs for California state as this is bordering on fraud.
Regards,
K**** *******Customer Answer
Date: 09/11/2024
I now accept. Funds are on the way back to me. Thank youInitial Complaint
Date:09/03/2024
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 have called the Deckers ugg customer service several times as well as their online chat several times and spoke to at least five different people for hours and hours. After about an hour they say they cannot do anything for me that it has to go to their customer care recovery team and I should hear back within a couple days. This has been done over and over again and no one ever contacts me. My son purchased me a pair of uggs for Christmas in 2023. I returned the boots for another pair but did not like them. I returned those boots with apparently the wrong return number. They claim they received them but the wrong boots were in the box which makes no sense. Sounds like a warehouse problem to me anyway. I never received any boots or a refund. I have All my proof my return receipt put from the post office. The original receipt, the return orders and labels but no one can help me. I have never received my refund or boots.Business Response
Date: 09/04/2024
Thank you for reaching out! We see your concern is being handled by a Customer Care Recovery Team.
As a result, our team is unable to provide further assistance at this time. We apologize for any inconvenience this may cause.
We kindly ask you to respond to the email sent by the Customer Care Recovery Supervisor. Please include all relevant details in your reply. You can expect a response from them within 3-5 days.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22226071 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/06/2024
Complaint: 22226071
I am rejecting this response because: I have been told over 10 times that they will get back to me and they never have.
Regards,
K**** **********Business Response
Date: 09/12/2024
We are sorry to hear that you are rejecting this response. A request has been submitted to the appropriate team for further review. You can expect to receive an email from them within the next 3-5 business days. Please reply to that email for any further assistance regarding this issue. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22226071 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/12/2024
Complaint: 22226071
I am rejecting this response because: The response that they give that they will get back to people in 3 to 5 days is a lie. They have told me this over six times and I have never ever gotten any communication or response from them. They just keep putting you off if they want to get a hold of me. My phone number is 860-306-4312. My email is k***** is [email protected]. they have had every opportunity to get a hold of me and they never ever do. This is why I will not close the case. I will keep it going forever. My son bought me this gift for Christmas and it's pathetic that they can't come through with the goods or the refund for it. As
Regards,
K**** **********
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.