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

566 total complaints in the last 3 years.
258 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:09/09/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered 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 did
Business 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 Team
Customer 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 Team
Initial Complaint
Date:09/09/2024
Type:Delivery 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.
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 Team
Customer 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 Team
Customer 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: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 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 Team
Customer 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 you
Initial Complaint
Date:09/03/2024
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 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 Team
Customer 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 Team
Customer 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**** **********
Initial Complaint
Date:09/03/2024
Type:Delivery 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 order a product from Ugg and wanted to do an exchange for another size. So I shipped back my shoes for an exchange and waited a week to see the status. I called Ugg and spoke with Kelly who told me that they changed carriers and the USPS is holding my package until they get enough packages to ship and I could go to the post office and try to get my package back. I escalated to speak with a manager because there is no way im just waiting in Kelly word who knows when they will get them. So after being on hold for 20 mins she tells me her lead support said to call back in 7 days to have it override to get my exchange processed. So I did and they next rep said no that was not true and they couldn't do that. I demand to speak with another manager and got a generic email stating the same thing the reps told me. After I request the call be pulled from Kelly to honor there promise. My package still is floated around and hasn't moved in 5 days and no one is wanted to do anything I just have to wait. And if my package is lost then im sure Ugg won't want to do anything about that either
Business Response
Date: 09/04/2024
Thank you for reaching out! We have noted that a Customer Care Team Supervisor contacted you through email about your return request NA3******0_EX. It was communicated that you have opted for a refund instead of an exchange. A refund request was submitted to our processing teams for you due to this shipping issue. You should receive an email from that team with further details in 3-5 business days. Our apologies for any inconvenience.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22225520 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 09/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22225520, and find that this resolution is satisfactory to me.

Regards,

J**** ****
Initial Complaint
Date:08/26/2024
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.
On August 12 I purchased one pair of shoes
And I was used after pay ! I make mistake about the color so I cancel the order 5 minutes after , so I order the right one and I used after pay again so place the order ! But they send it tú wrong address I never gay the shoes ! I bent calling them they not giving my money back and after pay they going t take another payment of 125 dollars for both pairs I bend. Calling like 2 times a day they refused tu pay me back please help
Business Response
Date: 08/30/2024

Thank you for contacting us regarding order NA******83. In the case
of Afterpay purchases, please note that the address on your Afterpay account
may be auto filled. Our processing teams have been contacted to facilitate the
refund for your return, which was received at the warehouse on 8/28. A full
refund has been successfully processed to your Afterpay account and should
reflect within 3-5 business days. Kindly check your email for confirmation from
our processing teams. For future purchases we recommend reviewing all
information displayed on multiple screens before submitting to ensure accuracy.
We hope this information is helpful!

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22190714 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:08/12/2024
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.
Hello- I need to submit a warranty claim. We purchased these shoes from Dick’s. My son wore them 2x and the soles are ripping off. Dicks refused to exchange them stating they were “dirty”. The shoes are all white so of course they show dirt. Would you please assist with a warranty replacement?
Business Response
Date: 08/13/2024
Hello C******,

Thank you for contacting us regarding the issue with your son's
shoe soles tearing apart. We apologize for any inconvenience this may have
caused. As the shoes were purchased directly from Dick's Sporting Goods, we
regret to inform you that we are unable to offer a warranty replacement.
However, please note that our products come with a one-year warranty against
manufacturing defects and defective materials. We are happy to accept returns
of defective items for a credit, allowing you to replace the item at your
convenience.

Please note that return shipping costs are the responsibility of
the customer for items not directly purchased from our website. As a one-time
courtesy, we would like to offer you a UPS prepaid label for the return of your
shoes for evaluation.

Kindly provide us with the following information, and we will
promptly email you the UPS prepaid label:

-Full name:
-Complete shipping address:
-Phone number:
-Email address:
-Item description please include model name, color and size:

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22125694 if you need any
further assistance.

HOKA Customer Care Team
Customer Answer
Date: 08/13/2024

Complaint: 22125694

I am rejecting this response because: This process won't work. What shoes do you expect my son to wear to school in the meantime? I've sent you pictures of the shoes and the receipt via Facebook.

Regards,

C****** *********

Business Response
Date: 08/14/2024
Hello C******,

We are sorry to hear that you are rejecting this information. Upon further investigation, we have reviewed the communication between you and our Facebook team. They have created an order NA30547068_EA_CS as a one-time courtesy. Once your order is shipped, you should receive a shipping confirmation email.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22125694 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 08/14/2024

Yes, the Facebook team resolve this issue for me late yesterday. Much appreciated.

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22125694, and find that this resolution is satisfactory to me.

Regards,

C****** *********
Initial Complaint
Date:07/30/2024
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.
On July 21, 2024; ordered from HOKA, 2/pairs of shoes. Ordered was to be a rush order; as a reward for my order with HOKA covering cost. July 22, 2024 received an email that order was on its way and it would be delivered on Wednesday July 23,2024. Wednesday July 24, 2024 notice package would be delivered; no package. Thursday email notice package would be delivered; no package Received notification package would be delivered on Friday July 26, 2024; no package.
Called HOKA & customer service representative stated 1. Didn’t know why the package was not delivered but it was supposed to be delivered on Monday July 29,2024.
2. I had to request for representative to call & find out why the package was not delivered.
3. Representative stated FedEx supervisor stated the package was placed on the wrong truck. I requested to speak with a supervisor but never received a response. Representative stated a FedEx supervisor would call me; they never did.
4. Received an email that the package would be delivered on Sunday July 28, 2024; no package.
5. Monday July 29, 2024 (no package as of this email 4:50pm central time).
6. Called HOKA July 29, 2024, online over 40 minutes with representative. A. Representative could not tell whether or when package would be arriving.
B. Representative stated that package had never been in Missouri City, Texas, even though the emails tracking the package indicated it was & the representative from Friday had said it was; because the Representative from Friday had also asked if I wanted to go to FedEx to pick the package up on Monday.
C. I requested a refund be issued immediately; long conversation short; the representative stated it would take up to two weeks to receive my $240+ back in my bank account.
What I am requesting that HOKA return my money back today July 29,2024; they took my money and ensured it was in their bank account before they shipped the shoes; so I didn’t have two weeks to pay HOKA & I demand HOKA to return my money Now!
Business Response
Date: 08/01/2024
Hello O****,

We extend our sincerest apologies for the inconvenience caused by
the delays in locating your package, NA3****927. We acknowledge any potential
miscommunication that may have arisen during your interactions with our
Customer Care Team and assure you that we will take steps to address this
matter internally to avoid any future misunderstandings.

Upon further review, we have observed that your package has been
scanned multiple times between 7/22 and 7/31 and is currently situated in
Missouri City, Texas. Unfortunately, there were unforeseen delays with FedEx
that were beyond our control, and we deeply regret any inconvenience this may
have caused.

We are pleased to notify you that your order was successfully
delivered today, 8/1. Additionally, we have processed a 10% refund and $23.82
should be reflected to your MasterCard ending in 7225 within 3-5 business days.
We sincerely apologize for the delay in FedEx delivering your package and hope
that you love your new shoes. Thank you for your understanding and patience.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22062133 if you need any
further assistance.

HOKA Customer Care Team
Initial Complaint
Date:07/25/2024
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 pair of shoes for $118.71 and then exchanged them for another pair of shoes that was 148.40, which is a difference of $29.69. I thed did a second exchange of the shoes for a different style. I sent the second exchange back on June 10, 2024. When I contacted HOKA about the processing of that exchange and was advised that the Return Team had not decided whether they would be exchanging the item or refunding the item (I have no idea why that was confusing), however they did confirm that they had received the shoes back on June 16, 2024. I have repeatedly contacted the company to process the refund. I eventually received notification on July 10, 2024 that the refund would be processed for $148.40 to my original payment form which was PayPal. I received notification from PayPal that they were processing a refund for $29.69, which was the difference between the initial purchase the subsequent exchange. I have now followed up twice and have waited on hold for 45 minutes to try to get the remaining $118.71 refunded.
Customer Answer
Date: 07/27/2024
The company has refunded the money. Thank you!
Initial Complaint
Date:07/24/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a pair of sneakers from the Hoka website on 06/27/24. When I went to go check my email, their system entered the wrong city and zip code. When I went to call, I spoke to two different reps that day that told me that they could not change the address before it was even processed. They said that the item would have to come back to their return address before a refund was issued. I called yesterday 07/22/24, and a rep named Tyrika said that there was no order, and there is nothing that she could do. I told her that I was going to write to BBB to investigate, and she hung up the phone on me. I also went through Afterpay to pay for the item, and now they are looking for three additional payments. I feel that after I have been scammed by this company, I will owe for the purchase that I have never received. Upon five reps telling me that they could not assist me, I headed to Bloomingdale’s, and bought my sneakers at that store.
My advise to all consumers is never buy off of this website. It sounded like all customer service calls are from a home landline or a cell phone, and I do not want you to end up out of money like me.
Business Response
Date: 07/24/2024

We
apologize for the inconvenience caused by the issues with your package
NA29578587. We understand the frustration this situation may have caused.
After conducting a thorough investigation, we have determined that your package
is currently in the process of being returned to our warehouse. A request has
been submitted to our processing teams for further action. Please be advised
that it may take 3-5 business days for the processing to be completed. Once the
process is finalized, you can expect to receive an email containing additional
details regarding your refund. For future references we do display multiple
screens prior to hitting the submit button to ensure the correct information is
used. We hope this information helps.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 22032721 if you need any further
assistance.

HOKA Customer Care Team

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Deckers Retail, LLC is BBB Accredited.