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: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
Initial Complaint
Date:07/18/2024
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 returned a pair of Hoka’s that were discoloring and only have had them since April. I returned them the same day I submitted for the return on 7/11. A new pair of sneakers were supposedly being shipped on 7/12, however it was never picked up or left the HOKA warehouse and is still waiting to be picked up by FedEx.

I have severe plantar fasciitis and I work all day on my feet and after sending back my original pair I’ve now been left without my Hoka’s since July 11th.

Customer service says I now have to wait until 7/22 to even see if they will be picked up for shipment. And then and only then I can request for a refund and how long before I receive that remains to be known.

Ultimately I’m going to be without my sneakers probably for the rest of this month probably and my feet are in terrible pain. I’ve asked to speak to a supervisor and was told there were no supervisors and even if there was they wouldn’t be able to do anything until after 7/22. I paid very good money for these sneakers and I don’t think it’s fair that they leave the customer waiting for so long. Especially ones that rely upon their product for health reasons.
Business Response
Date: 07/18/2024
Hello A*****,

Thank you for
contacting us regarding your exchange order NA28005189_EX. We understand your
concern regarding the delayed shipment. As per our policy, we are required to
wait 10 days to monitor any further progress after the initial scan, as some
packages may show movement during this time. Upon reviewing the information, we
have noted that the label was generated on 7/12 and has not shown any movement
since then. If there is still no movement by 07/22, please contact us for
further assistance.

While we are unable
to send you a replacement, we understand the importance of receiving the Bondi
shoes for health reasons as they provide comfort while on your feet. We would
like to offer you a 10% discount on the Bondi 8 shoes if you wish to reorder at
your convenience to ensure you are not without shoes for too long. If your
original order does eventually ship out and get delivered, you can return it
for a refund. If you are interested in this offer, please let us know.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 22008710 if you need any further
assistance.

HOKA Customer Care Team
Customer Answer
Date: 07/22/2024

Complaint: 22008710

I am rejecting this response because:

Tried contacting at the email address provided. No response. The shipment has still not been shipped.

Regards,

A***** ********

Business Response
Date: 07/22/2024
Hello A*****,

We are sorry to hear
that you are rejecting this information. We see that you contacted our Customer
Care Team today, 7/22, regarding this issue. Rest assured, they have already
passed on the necessary information to our processing teams. You can expect to
receive an email with refund details within 3-5 business days once your request
has been processed. Additionally, our Customer Care Team has also helped you
place a new order with expedited shipping. We hope you receive your items soon,
especially since they are important for your health. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 22008710 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:07/18/2024
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 4 pairs of shoes.
I kept 1.
I returned 3 pairs within the return period using proper return protocol.
2 pairs of shoes were shipped in 1 box and 1 pair of shoes returned in a different box. Because they were split into 2 boxes (the exact same boxes they were sent to me originally ) I had to create 2 separate shipping labels provided by the company that made 2 separate tracking numbers (their requirements). They were returned at the same post office at the same exact time.
Both of my packages were taken by the carrier that company required me to use and when both boxes were received, the company only scanned one of my returns for 1 pair of shoes. I'm owed a refund for 2 more pairs. $145 + $175 and 10.2% sales tax for total of $352.64 I kept the $220.40 pair of shoes and they refunded me the pair for $159.79
I've already attempted to resolve this with the company directly and they do not recognize what happened here.
The return policy says my fund will be returned in 15 days, it's been longer Than that and the y only partially refunded my order
Business Response
Date: 07/18/2024

We
apologize for the inconvenience regarding the refund for your return
NA2*******_RT. It appears that your return was received at our warehouse on
6/30. However, if returns exceed our 10-business day grace period, we can
escalate the issue to our processing teams. We have forwarded your information
to the appropriate team for further review. Please be advised that requests are
handled in the order they are received, and processing may take up to 3-5
business days. We apologize for any delays in processing your return and assure
you that you will receive an email notification once the refund has been
processed. 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 # 22007049 if you need any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 07/25/2024
This is not resolved. The merchant just said “we are looking into it”
i don’t feel like i had a was to respond? What was i supposed to say? “Not good enough?” You’re just creating duplicate work for everyone by closing this out unresolved because I’m going to reopen a bbb claim all over again
Initial Complaint
Date:07/11/2024
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.
Bought shoes with a factory defect:
pinch point in shoes causes skin fold and pain in foot.
See picture.
Company offered a possible credit at best.
I want a refund with shipping paid.`
Business Response
Date: 07/16/2024

We apologize for the issue you have experienced with
your Clifton 9 shoes. As they were not purchased directly from us, we are
unable to offer a refund. We recommend contacting Dicks Sporting Goods to
inquire about their return policy. However, as a one-time courtesy, we can
provide a prepaid UPS label for you to return the shoes to our warehouse. We
cannot guarantee the outcome, but we suggest sending them in. All orders placed
on HOKA.com qualify for free returns within the US. If you would like to take us
up on this offer, please provide the necessary information so we can create
your label.

Full name:
Complete shipping address:
Email:
Phone number:

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21969924 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 07/16/2024

Complaint: 21969924

I am rejecting this response because:
Here is my information:
Full name: F**** ******
Complete shipping address: ***** ******* ***** *** Murrieta, CA 92562
Email: faraider!icloud.com
Phone number: ###-###-####

Regards,

F**** ******

Business Response
Date: 07/17/2024

Thank
you for providing the requested information. Your prepaid UPS label has been
created and a copy has been sent to your email. For reference the tracking number is 1Z9063AR9*********. To complete the
return process, please remember to visit bit.ly/HOKAReturns to obtain the
necessary return form to include in your package. Please allow up to 10
business days for our returns department to assess your shoes upon delivery to
the warehouse. Processing times may vary depending on the volume of returns and
will be handled in the order they are received. Once processed, you will
receive an email with further details regarding your return. We hope this
helps!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21969924 if you need any further assistance.

HOKA Customer
Care Team
Initial Complaint
Date:07/08/2024
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 Bondi 7, size 9 pinkish or peach color on 6/21/24. I did not realize that I hadn't changed the address after I submitted the order. I called customer service for Hoka and I was told to change the shipping address once I received an email that the package has shipped. I did that with UPS. Needless to say, the shoes were delivered to my previous address and now, there are in never never land. i have checked with UPS every day since 6/24/24 about where the box is and they have no idea. I have since stopped calling since it is not in their system. I have reached out to HOKA to see about getting another pair of shoes or a refund and they are REFUSING to do either one. It is utterly ridiculous that I am getting the run around from both companies and no shoes. HOKA still is taking payments from me account--of course they are! I am not trying to be snippy. I just want either my shoes or a refund!!!

Thanks for your order
You'll receive an email with the tracking number once your order has shipped.

Order # NA******02 The order has a picture of the shoes I want. I will not accept a different color.

Placed on: 06/21/2024

Your order

Bondi 7
Quantity: 1
Size: 9
$165.00
Business Response
Date: 07/09/2024

Thank you for contacting us regarding your order
NA******02. We regret to learn that an incorrect address was provided for your
package. Please be advised that once an order is confirmed, we are unable to
modify any details, including the shipping address. It is important for
customers to ensure that all information provided during the ordering process
is accurate and complete.

We have multiple confirmation screens in place to help
customers verify the details before finalizing their order. Unfortunately, as
UPS has confirmed successful delivery of the package with proof of delivery, we
are unable to dispute the claim or initiate a refund at this time. We suggest
contacting UPS to reopen your claim. Should there be any
changes to the status of your claim, we will be able to review the situation
accordingly.

We apologize for any inconvenience or frustration this
situation may have caused. We sincerely appreciate your understanding of our
policies.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21951296 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 07/09/2024

Complaint: 21951296

I am rejecting this response because: When I contacted HOKA, I was only given one suggestion as to how to change my address not multiple suggestions. I also think that a company like HOKA would want to keep customers but maybe they do not care if they lose one

Regards,

A** *********

Business Response
Date: 07/11/2024

We
are sorry to hear that you are rejecting this information. Our Customer Care
Team recommended contacting the shipping carrier to update the address as we
are unable to modify an order once it has been placed. It is crucial to review
all details on the confirmation screen before confirming your order.
Unfortunately, as UPS has declined the claim, we are unable to dispute it or
provide a refund unless approved by UPS. We recommend reaching out to UPS
directly to reopen your claim. We hope this helps to clarify our lost package
process.

You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID # 21951296 if you need
any further assistance.

HOKA Customer
Care Team
Initial Complaint
Date:06/28/2024
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.
Placed order for Hoka shoes 12/15/23.

Initiated return under one year warranty June 9 2023. In the box with the shoes, I also included the return authorization, as well as two screenshots, one from fedex and one from dicks sporting goods, where the shoes were originally purchaed.

Order was received by Hoka/ Deckers on June 11, 2023.

Order was returned to me June 27th and marked as "out of warranty". Letter states that they "were not able to accept return because the brand warranty period of the product has expired".

Called customer service and was told that the date was not visible on the receipt that was sent in; however, if you look at the tracking number provided by dicks, it would take you to the fedex page to view the tracking information, which also shows when exactly it was delivered.

I am now being told that I can mail these back, at my own cost (again) and try to resubmit.

I would like Deckers to honor their warranty and to also cover the cost of return shipping since I have already sent these in once on my own dime.
Business Response
Date: 07/01/2024

We are sorry to hear that your return was denied. We will gladly
accommodate a photo evaluation of your item to see what additional options we
can explore. Please provide the requested information in the format as 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 reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21911581 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:06/25/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On May 15, 2024 I placed an order on Hola website # NA28805400 - 2 pair of hiking shoes.
On May 19 they claimed the order was delivered. I wait couple of days, checked with my neighbors but couldn’t find the package.
On May 25 I contacted this company trying to get some help with recovering my package. Apparently they filled the claim with FedEx and thus claim was closed within 30 minutes stating that they were unable to contact me
I did contact the company looking for replacement order and was informed by them to try FedEx again.
Business Response
Date: 06/25/2024

Thank you for contacting us about your lost package with tracking
number NA28805400. We understand the frustration this may have caused. Our
Customer Care Team has submitted a claim on your behalf, however, it was
unfortunately denied. As a result, we are unable to reopen or dispute the claim
on our end. We recommend contacting UPS directly at 888.742.5877 to reopen your
claim. If your claim is approved, we will be able to process a refund for your
order so that you can place a new order at your convenience. We hope this
information clarifies our process for lost packages.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21896439 if you need any further
assistance.

HOKA Customer Care Team
Initial Complaint
Date:06/13/2024
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.
In May of last year, I purchased my first pair of HOKA shoes after receiving a recommendation from my friend. After looking on the HOKA website, I chose the Arahi since they had arch support, but wanted to try them on so I went to Dick's. I started wearing them in the Fall when I began teaching and at first they seemed okay. I didn't wear them all the time, but when I did, I felt some pain in my right foot. During the winter months, I did not wear them. For the past 2 Spring months I began to wear them again until the point when I could not because the pain in my right foot arch was excrutiating. I then looked it up on Reddit and found that other people have experienced the same problem. I do not understand why an expensive pair of shoes that are supposed to be high quality and supportive cause me so much pain. I have never experienced this with any other pair of shoes. I would please like a refund.
Business Response
Date: 06/17/2024

We are sorry to hear about the experience you had with your HOKA
shoes. Since you purchased them from Dicks Sporting Goods, we recommend
contacting them directly for their return policy and refund process. If they
are unable to help you with your HOKA shoes, you can go through our one-year
warranty process. We offer a one-year warranty on our products for
manufacturing defects and defective materials. We accept returns of defective
items for a credit so you can replace the item at your convenience.

Please visit bit.ly/HOKAReturns and select "Return an item not
purchased from HOKA.com" to start the return process for items purchased
from an authorized retailer. It is recommended to include a copy of your
receipt or proof of purchase to confirm the purchase date within the last year.
If a proof of purchase is not included, the item will be evaluated based on the
manufacturing date, which may exceed our one-year warranty.

Please be sure to keep your return tracking number for your
reference; if for some reason you need to contact us regarding the return, this
is the information necessary to view its details. Once your return has been
processed, you should receive a confirmation email with info regarding your
credit if eligible. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21847836 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 06/17/2024

Complaint: 21847836

I am rejecting this response because on the receipt it clearly shows that I purchased the shoes last May which is a month over their 1-year warranty. I am asking for an exception to this because of the pain the right shoe (in particular) caused me. I have not worn the shoes for the past 3 weeks and my arch still hurts.

Regards,

A*** *******

Business Response
Date: 06/18/2024

We are sorry to hear that you are rejecting this
information. Our warranty covers manufacturing defects and defective materials.
The warranty timeframe of one-year is in place as these defects will become
apparent within the first year of wear. However, our Returns Department does
consider items that are just outside of the one-year warranty timeframe based
on the manufacturing date and apparent wear on the item. You’re always welcome
to send the item to our facilities for evaluation. If your return is denied,
the item will be returned to you with reason for the denial. We hope this
information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21847836 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 06/18/2024

Complaint: 21847836

There was no place to ask a question so I had to reject the response. In order to mail my shoes to HOKA, will you email me a shipping label?

Regards,

A*** *******
Initial Complaint
Date:06/12/2024
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 have ordered a pair of shoes four separate times in almost three weeks. They continue to get cancelled even though the website and the online chat employees say they’re in stock. I called today and was told the website is up to date and there was nothing they could do but then I checked the website and it was in stock again. Not a single representative has given me the same answer except that every time before today they were in stock when I ordered them. I got most of my refunds so far (waiting for the newer purchase to drop off) but something needs to be done if they’re STILL listing products that are sold out as available online. The highest supervisor I talked to said the website was updated and continued to argue with me and cut me off mid-sentence making it sound like my problem. She said IF they came in stock, she would put a note on my account for the original price but then explained I would have to pay full price and wait for a refund for the difference.
Business Response
Date: 06/12/2024

We are sorry to hear that
your four orders for the Classic Slipper ll were cancelled. Although our system does its best to keep an accurate
inventory, it is not able to keep track in real time. Therefore, if multiple
customers are ordering an item at the same time, our system wouldn't be able to
automatically change the inventory that is shown. Our system then fills each
order in the order in which it was received with the available stock. If this
stock runs out before being able to fulfill your order, we wouldn't have extra
to place your order which would cause a cancellation to allow your funds to be
released. Our apologies for the inconvenience!

However, it does look like
a Supervisor from our Customer Care Team did offer to honor the price of $83.99 if the item comes back in
stock. Unfortunately, we don't have a coupon code available to provide to use.
The only way to take us up on this offer is to contact our Customer Care Team so we can refund
the difference once it ships. Again, we sincerely apologize for any
inconvenience this may have caused, especially with this being a gift.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21838390 if you need any further assistance.

UGG Customer Care Team

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Deckers Retail, LLC is BBB Accredited.