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:05/21/2024
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.
Ordered shoes from Teva, a brand who's address is stated in email as this headquarters, on Saturday May 18th. At checkout I was quoted a total of $71.40, the next day (Sunday May 19th) the order confirmation arrived in my email with a total that stated $76.94. Their point of sale system had apparently forgotten to add sales tax (a fault that rests on the business for choice of system).
Business Response
Date: 05/24/2024

Thank you for reaching
out to us. We understand there may have been some confusion surrounding the
calculation of sales tax. We would like to offer further clarification on this
matter. Please note that sales tax is not calculated until the complete shipping
address is entered during the order placement process. Upon entering the
address, our system will automatically generate the appropriate sales tax based
on the shipping destination. It is important to know that sales tax is
applicable to all orders in compliance with state, city, and county
regulations. For more detailed information on how sales tax is charged in your
specific area, we recommend reaching out to your local government. We hope this
information has cleared up any confusion.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21737630 if you need any further
assistance.

Teva Customer Care Team

Customer Answer
Date: 05/31/2024

Complaint: 21737630

I am rejecting this response because: I had already entered all details including shipping address when the total was quoted as $71.40.

Regards,

J***** *******

Business Response
Date: 06/03/2024
We are sorry to hear you are rejecting this information. Prior to submitting your order, the charge amount including sales tax is displayed. We are unable to refund sales tax. However, as a one-time courtesy for the confusion, we have processed a 10% refund back to your original form of payment totaling $5.63. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21737630 if you need any further assistance.
Teva Customer Care Team
Customer Answer
Date: 06/04/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21737630, and even though they lied saying the tax charge was shown upon checkout, I find that this resolution is satisfactory to me.

Regards,

J***** *******
Initial Complaint
Date:05/20/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order NA2******1 for boots from this company, I liked them so much I ordered two more pairs in a subsequent in order NA******39. The first order was delivered to my home and there was a clear picture of my front door and the package. The second order was reported to be delivered to the same address, but the delivery photo is completely blurry and the location is completely different. I asked for them to refund my second order and they refused to do so. The second order was $480. It's not fair that they refused to refund my order. It has been incredibly difficult performing business with this company and they refused to connect me to anyone when I call or text. Please help me obtain a refund for an order I never received but they still charged me for.
Business Response
Date: 05/20/2024

Thank you for contacting
us about your lost order. We understand your frustration with the situation
involving order NA28****39 not being received, and we apologize for any
inconvenience this has caused. Upon further investigation, a Supervisor has
confirmed that UPS has reopened your claim as a one-time courtesy. Please allow
up to 8 business days for UPS to conduct their investigation. It is important
that you respond promptly to any communication from UPS regarding your package
to ensure the claim is not denied. If your claim is approved, we will issue a
refund for your order. However, if the claim is denied, you will need to
contact UPS directly to reopen the claim as we are unable to dispute or reopen
it on your behalf. Thank you for your understanding.

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID # 21735089 if you need any further
assistance.

HOKA Customer Care Team
Initial Complaint
Date:05/20/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
The business HOKA has a promotion to get free expedited shipping if you sign up for their membership and once I did I received a code. Upon checkout I applied the code to my order and ensured that it said it was on the correct shipping method and free, it was. After clicking submit I was taken to a confirmation screen and it said standard shipping instead. Hoka has a cancellation policy which allows you to cancel within 30 min from ordering and when I tried to cancel a red window popped up on top saying there is an error with their system so I couldn’t cancel the order. I tried contacting customer support to get a solution. They only said that they can’t touch or edit anything in the order and said they can’t even cancel the order from their end due to the maintenance. (I have pictures of our chat and the error window if need for proof) after coming to an end with the consultant and she offered to create a ticket with the supervisor to contact me. After an hour the supervisor Kate said the exact same stuff the representative said but now claims that because it’s outside the “cancel window” she can’t do anything. It’s frustrating and pretty much scamming customers. When it is all their fault.
Business Response
Date: 05/20/2024

We apologize for the inconvenience you experienced with your
expedited shipping code not applying to your order NA2*****06 despite entering
it in the coupon code section. We understand that this situation can be
frustrating as your order was shipped with standard shipping. Please note that
orders cannot be modified once they have been placed, with only a 30-minute
window available for cancellation. As your order was placed outside of this
time frame, cancellation was not possible. We see that you have already reached
out to our Customer Care Team regarding this issue, and they have processed a
$20 refund to your original form of payment as a one-time courtesy. While the
funds have been released on our end, it may take a few business days to reflect
in your account based on your financial institution's policies. Your package
has been assigned a UPS tracking number 1Z208W3*********61. We hope this
information proves helpful in tracking your order. We hope this information is
helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21730912 if you need any further
assistance.

HOKA Customer Care
Team
Customer Answer
Date: 05/21/2024

Complaint: 21730912

I am rejecting this response because: I as a customer was not able to cancel the order in your “time window” because YOUR system was down and not working. The policy should not be enforced until your system is up and running or don’t take orders in at all. You are a successful business but run so poorly. If I as a consumer can’t cancel it myself or even YOUR own customer service can’t cancel the order because of your faulty system then why should I be punished. Update your system and not apply your time window cancellation policy if your system is DOWN to avoid this issue again. Bad practice like this feels like I’ve been scammed. I felt so powerless and was forced to proceed with the purchased even when I did not want too. I accepted the $20 refund because at first I was only offered a 10% discount on ANOTHER pair and waste a week of my time waiting for the other pair to ship. The point of this complaint is to show how unfair your policy is and how a consumer like me can feel if you don’t change your policy.

Regards A**** ********

Business Response
Date: 05/24/2024

We are sorry to hear that
you are rejecting this response. It is always our goal to address any concerns
without causing additional frustration. Your feedback is valuable to us and
will be shared with the relevant teams to prevent similar issues in the future.
Although we regret any inconvenience, we were unable to cancel the order due to
a maintenance outage that day, which was beyond our control. Again, we
appreciate you for bringing this to our attention.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21730912 if you need any further
assistance.

HOKA Customer Care Team
Initial Complaint
Date:05/14/2024
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.
Order Number: NA*******6
Date Ordered: 11/24/23 8:13:26 am
Order Email: ************@yahoo.com
Ordered items for Christmas. Went to West Virginia and I got terribly sick (I’ve got a kidney disease) and at any rate, I ended up needing to purchase my gifts there because I couldn’t make it home to get these. When I returned home, I contacted UGG, got three return labels for the boxes. Returned the items. As of date, and several phone calls, I’ve not been credited **** **01 **** **** **** **** 66 for this USPS tracking label. It shows it was delivered 12/30/23 to UGG. I need help in getting my money back after not getting anywhere in months.
Business Response
Date: 05/15/2024

Thank you for contacting
us! We apologize for the delay in processing your refund. Our team has
processed your return NA*******6_RT, and you should see a refund of $1,015.20
in your PayPal account within 3-5 business days. We hope this information is
helpful!

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #21706664 if you need any
further assistance.

UGG Customer Care Team

Customer Answer
Date: 05/15/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21706664, and find that this resolution is satisfactory to me.

Regards,

E***** ******
Initial Complaint
Date:05/10/2024
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 shoes to HOKA through UPS. I have my return receipt. Date October 16. 2023
After waiting a month, I called Hoka. Told because of holidays they were behind.
After holidays, I sent a letter to HOKA w my UPS receipt. No response. I sent another letter to a different address... no response.
I called again, delayed.
Called many more times, got the run around.
Called May4..talked w a person . called May 5, another person, called again. This person told me my refund would be sent to my account in 5 busines days. This was 8 days ago. Called today, May 9, they told me i had to have proof of delivery.
Called UPS, because its been such a long time, they can'r provide me w proof of delivery.
This experince has been awful
Customer Answer
Date: 06/05/2024
HOKA finally refunded the amount BUT this was 5 months after item was returned. They required proof of delivery. So, I went to UPS and luckily they were able to look it up and find the information. I sent this to HOKA . HOKA then tried to issue me a credit instead of a refund.
Their customer service is TERRIBLE.

Thank you for trying to help.
S**** *****
Initial Complaint
Date:05/07/2024
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.
Greetings,

I ordered the Hoka shoes, model Gaviota 5, order NA*******5, on 03/28/2024. I returned the item for a larger size but I was told the item had not been received by the warehouse and I would have to wait 10 days. I calle back after 10 days and requested a refund as opposed to an exchange because the transaction was taking entirely too long. I was told I would have to call back in 10 days because the item had not been received by the warehouse. I called back after 10 days and told I would have to call back but I told the representative, this is ME CALLING BACK and and she reviewed my account and said she will put in a request to the warehouse and my refund would be generated in 10 days maximum. Hence, I called back today May 7, 2024 because it has been over 10 days and I was told I would have to call back in May 10 because the WAREHOUSE has not received my return.
Therefore, I am getting the runaround by HOKA. I am
Appalled at how I am being treated after having purchased 10-13 pairs of their shoes within 3-6 months.
I want my money refunded. The post office via their tracking indicates the shoes were received by Hoka.
Business Response
Date: 05/08/2024

Thank you for contacting us. We apologize for any
inconvenience regarding your return. Regarding return NA27836595_RT, a request
was submitted on April 24, 2024. Our processing teams are currently reviewing
this return, and we must wait 30 days from the delivery date before processing
the request. If you have not received confirmation that your return was
processed by 5/10, please contact us again so we can take a further look into
this for you. We appreciate your patience.

You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21678664 if you need any further assistance.

HOKA Customer Care Team

Customer Answer
Date: 05/10/2024

Complaint: 21678664

I am rejecting this response because:

I am not notifying or calling this business again. They can view their records and see that I have not received my refund of $185.50. Use the same exuberance to return my funds as you did to take it. I should not have to constantly contact and notify the company that I have not received my refund. I have been contacting them over a month for the same issue.

Regards,

******* ******

Business Response
Date: 05/13/2024

We are
sorry to hear that you are rejecting this information. As it has been over 30
days since it was received at the warehouse, we have contacted our processing
teams. Your return NA27836595_RT has been successfully processed, and a refund
of $185.50 will be issued today, 5/13, to your Visa ending in 7097. Thank you
for your understanding.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21678664 if you need any further assistance.

HOKA Customer Care Team

Customer Answer
Date: 05/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21678664, and find that this resolution is satisfactory to me.

Regards,

******* ******
Initial Complaint
Date:04/30/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am writing to address a transaction issue that recently came to my attention, involving Deckers, a detail I was previously unaware of as I had conducted the transaction with UGG under the assumption that it was a separate entity. Like many of my other purchases, I used PayPal for this transaction to guarantee security and protection. My agreement and payment were processed exclusively through PayPal, not Deckers. I've received a collection notice from a third-party agency stating that a collection account was opened in my name. Upon investigation, it became clear that Deckers, operating as UGG, failed administratively to honor the agreements established with PayPal's Pay-in-Four service and seeks to modify the terms of a legal agreement.
Attached, you will find my PayPal invoice, which clearly indicates my "final receipt" and outlines the transaction terms directly with PayPal. Deckers and PayPal have a formal merchant agreement in place, and they should not implicate consumers or modify legal transaction terms due to their own administrative errors. I am compelled to express my concern over these developments. If the collection efforts persist and any adverse reporting continues without a satisfactory resolution, I will be forced to bring this matter to the attention Texas Attorney General’s Office for consumer complaints, as well as all other pertinent entities, to seek intervention and promote consumer awareness.
This company's practices demonstrate a breach of consumer trust, characterized by a failure to accept accountability and unilaterally altering agreement terms. Their excessive reliance on third-party collection agencies circumvents good faith efforts of direct communication, such as phone calls or mailing.
Business Response
Date: 05/01/2024

Thank
you for contacting us concerning this matter. As this pertains to a collections
issue, we kindly ask that you contact the team who emailed you directly for
further assistance regarding order NA24084809. Please reply to the most recent
email from that team for assistance. We hope this information helps to clarify
the process.

You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21643388 if you need any further assistance.

UGG
Customer Care Team
Business Response
Date: 05/02/2024

Thank you for your inquiry
and for providing the PayPal receipt. Looking into this further, we found that
the receipt is an order authorization and confirmation email. This is not an
actual charge receipt. We don’t charge
until we ship. Unfortunately, when your
item did ship, the charge failed. This
is common with backordered items with PayPal as payment. Paypal will only hold your authorization for
60 days. After that, the authorization will expire, and the charge will
typically fail at the time of shipment.

Our teams did attempt to
contact you at [email protected] 5 times over 30 days. We also sent you an
electronic PayPal invoice.

When we received no response after 30 days, your account was forwarded to our
third-party collections partner, Remex Inc. We do understand your frustration
and apologize for any inconvenience this may have caused. You may resolve this
balance by contacting Remex at 800-772-9284 or visiting their website www.remexinc.com.

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID # 21643388 if you need any further assistance.

UGG
Customer Care Team
Customer Answer
Date: 05/02/2024

Complaint: 21643388

I am rejecting this response because:Uggs misleadingly offers PayPal Pay in 4 agreements for their backordered items, fully aware of their inability to meet the 60-day authorization hold for PayPal. Instead of directly contacting consumers via mail or phone to confirm their willingness to proceed with the transaction, they unilaterally make the decision for them, effectively altering the terms of the purchase agreement. Additionally, they resort to aggressive threats of third-party collections.

Uggs now expects consumers to meticulously review their bank statements from previous months to ensure their administrative accuracy, a departure from standard retail norms that underscores systemic failures.

Should collections proceed, I will be prepared to bring attention to these practices.

Regards,

T****** ******
Initial Complaint
Date:04/30/2024
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.
Hello. Regarding order NA2****190
I received an email on the 26th of April that the package is being delivered today. There seems to be a problem with this delivery, i have contacted the business for an update and have not received any response. Please look into this matter immediately and provide a clarification to avoid further escalation. Thank you
Business Response
Date: 05/01/2024

We apologize for the delay in the delivery of your
order NA2****190. Upon review, we noticed that the last scan was on 4/26. We
are required to wait 7 days from the last scan to allow for any additional
movement, as packages have been known to progress within that timeframe. If
there are no further scans after 4/26, please do not hesitate to contact us
here on 5/3 so we can take a further look into this for you.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21642583 if you need any
further assistance.

HOKA Customer Care Team
Customer Answer
Date: 05/01/2024

Complaint: 21642583

I am rejecting this response because:
hello. Thank you for your response. This order has not been delivered yet. It has more than 7 days since i placed this order. The delivery estimate was last Friday. Please clarify if you are able to deliver this order or I should make other arrangements.

Regards,

B**** ***

Business Response
Date: 05/06/2024

We're sorry to hear that
you're rejecting this information. Since it has been more than 7 days since the last scan 4/26, we have processed a full refund of $461.10 to your PayPal account
so you can reorder your items at your convenience. Please note that while 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. Once
again, we apologize for any troubles you experienced with your order.

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID #21642583 if you need any further assistance.

HOKA
Customer Care Team

Customer Answer
Date: 05/09/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21642583, and find that this resolution is satisfactory to me.

Regards,

B**** ***
Initial Complaint
Date:04/23/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On October 25, 2023 i purchased a pair of Hoka Clifton 9 GTX from the Running Room Store in the Toronto Path. 5.5. months into them, one of the shoes, the left, is no longer water proof. I contacted Hoka customer support and initiated a claim with them. I submitted all the required information and pictures as well as the payment slip. I was denied the claim as they assessed it to be wear and tear. How can a 5.5. months old shoes have wear and tear only on one of them? I am not a cripple and use both shoes; the fact that only one is defective clearly shows a manufacturing defect. I escalated the claim and this morning i got denied again. It appears that not having purchased the shoes from their website direct and not residing in the US (where you can send items for evaluation) puts me in a position of clear disadvantage. Running Room clearly states that they do not accept returns past 30 days. Anyway a warranty defect should not be the retailer's problem but the manufacturer's.
I have owned several goretex shoes and never has the goretex deteriorated on one show only after such a short period of time.
Hoka Customer Service is arrogant and not at all inclusive when dealing with customers. I own more than one pair of Hokas but after this horrible experience i will never buy a pair again. I also think that Hoka should do a better job at disclosing to customers about border warranty limitations and retailers limitations.
I am attaching a copy of the original claim i submitted.
Thank you
Business Response
Date: 04/24/2024

Thank
you for contacting us regarding your Clifton 9 GTX shoes. For products
purchased at a retailer, we kindly request that you inquire with them regarding
their return policy. While your warranty claim was initially denied, we are
willing to review it again as a one-time courtesy.

Please
provide the requested information in the format shown below. Once we have
assessed the details, we will follow up with you promptly.

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 l 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 #21614785 if you need
any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 04/25/2024

Complaint: 21614785

I am rejecting this response because:
You are, once again, stating that i take this complaint to the retailer, even though a warranty issue has nothing to do with the retailer. Thankfully, I had copied the retailer in the email exchanges with you and, unlike you, they stand behind their business and respect their customers way more than you do. They have already arranged an exchange for me and went above and beyond with professional and courteous customer service. Something you do not do. I hope the Running Room will review warranty issues for Canadian Customers with you. I will never purchase a pair of your shoes again.

Regards,

D***** *******

Business Response
Date: 04/25/2024

We're sorry to hear that you
are rejecting this response. It is never our intention to add to your
frustration. However, when an item is not purchased directly from our website,
we always recommend reaching out to the original retailer where you made your
purchase for further assistance as they should be able to process a
refund/exchange for your defective item. If they are unable to assist you, then
we are willing to review your shoe again as a one-time courtesy. However, as
mentioned, it looks like they were able to set you up with an exchange which is
great news. To avoid any potential return issues in the future with your item,
we strongly recommend ordering directly from our official website
hoka.com/en/ca. We hope this information is helpful!

You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID #21614785 if you need
any further assistance.

HOKA
Customer Care Team
Initial Complaint
Date:04/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On March 29, 2024, I called Hoka to ask about their return policy because I wanted to order three pairs of shoes to see which ones fit me best, they said returns are free and take 5-10 days. I ordered three pairs of shoes on March 29, 2024, paid with my checking account and they were delivered April 3, 2024. I tried them on and decided to return all three, dropped of at the post office using their return mailer on April 5, 2024. USPS said it was picked up by the store on April 10, 2024. Called on April 14, 2024, and the woman on the phone said it should be reimbursed by the 18th, if not to call and it could be reimbursed. I called the 18th and they said it would be another 10 business days, this is absolutely not okay, how come they can process it fast when you are paying but it takes a month to process a return? I would like my reimbursement ASAP. My order number is NA27846716
Business Response
Date: 04/23/2024

Thank you for reaching out to us about return
NA27846716_RT. After carefully reviewing your case, we are happy to inform you
that your return has been successfully processed as of April 22, 2024. A refund
in the amount of $478.50 will be credited to your PayPal account within 3-5
business days. Please be aware that although we strive to release funds
promptly, the timing of when the refund will appear in your account may vary
based on your financial institution's policies. We hope this information is helpful!

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID # 21603461
if you need any further assistance.

HOKA Customer Care Team

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Deckers Retail, LLC is BBB Accredited.