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
- 564 total complaints in the last 3 years.
- 255 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:03/20/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased my daughter a pair of UGG mini platform for Christmas on 12/18/24 and 2 months later the rubber sole started to detach in one spot. Purchased at Journeys and already past return window and was advised to contact UGG directly. UGG recommended to mail in shoes for warranty claim as their warranty covers defects for up to 12 months. I mailed in shoes at my own expense at $20 and they were delivered to UGG warranty department on 3/3/25. I have now received a DENIAL stating this is normal wear and tear. How are $135 shoes normal to break after only 2 months of very minimal wear. This company does not stand by any warranty and state it is normal for boots to break after 2 months minimal wear. This is my first purchase of a pair of UGGs and will be my last. I would not recommend anything from this company.
Business Response
Date: 03/21/2025
We are very saddened to hear about the issue with your daughter’s Mini Platform sole detaching within a short time, that is not the expectation. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation RA00710354_RCRT was denied after initial review.
Our team will be more than happy to start a separate photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you in a timely fashion.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 23092476 to verify the requested information.
UGG Customer Care TeamCustomer Answer
Date: 03/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23092476, and find that this resolution is satisfactory to me.
Regards,
K**** ********Initial Complaint
Date:03/17/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
HOKA. Customer service is a joke. I had a long text exchange with them regarding their product and made it clear I was returning them for a refund. I paid the postage to send back, as they wouldn't. I got an email a week or so later for store credit - what a joke. Their shoes are over hyped, do not actually fit properly - being 1-3 sizes too big consistently. I'm angry with their incipid excuses and misinformation. But mostly because they owe me almost $200.Business Response
Date: 03/18/2025
Thank you so much for contacting us regarding the issue with your return on order NA3*****50. Our deepest apologies for the way your initial communication was handled as the agent apparently did not realize this was a direct site purchase within 30 days of receival and the agent provided the incorrect type of warranty protocols for your scenario.
It would appear that your situation is being addressed by a Customer Care supervisor. We are showing a request was put in to transfer the site credit issued back to your original form of payment on order NA3*****50. In addition, a second refund has been issued to you for the shipping cost incurred sending them back for evaluation. We hope this resolution is acceptable.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #23075447 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 03/20/2025
Complaint: 23075447
I am rejecting this response because: They didn't refund the entire amount of $130.19. They refunded only 121.79 an $8.40 shortage. This is not an acceptable solution and continues to reflect on the bad practices of Deckers. There was no reason/explanation/discussion on this shortage.
Regards,
S***** ******Business Response
Date: 03/20/2025
Our apologies for the variance on the refund amount received. Due to a processing error the shipping cost on your original order was not included in the refund, sorry for any inconvenience. We have corrected this on our end and issued you an additional refund in the amount of $8.40 USD to the original form of payment ApplePay. Please allow 1-5 business days for funds to apply. Thank you so much for your understanding.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #23075447 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 03/20/2025
Complaint: 23075447
I am not satisfied with the experience with this company. The number of "mistakes" they made is appalling. This order alone had at least 5 different financial mistakes. Normal companies make less than 1. This is abhorrent behavior and the BBB needs to address this companies significant failures. False advertising. Repeated return issues from how the classified the return to shipping issues to inaccurate financial reporting to random "stealing" of $8.40 they classified as an innocent mistake. Way too many issues for any company that purports to be reputable. No rationale person would be satisfied with their handling of this situation.
Regards,
S***** ******Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I made an order on ugg and it shipped out on March 4th. It was supposed to be delivered on March 6th. I live in a building where we have a mail room. When I went down to get my package, it wasn’t there. I immediately contacted UGG and they told me to file a FEDEX claim so I did. My case was closed and i called FEDEX and they told me it was up to UGG now to resolve my issue because they weren’t able to locate my package. The delivery driver didn’t provide a picture or anything for proof of delivery. So now I called UGG and FEDEX today and put them in a 3 way call to resolve this. The UGG employee was repeatedly telling me that there is nothing they can do about my missing package which is ridiculous and disrespectful. The FEDEX employee was on my side and wished there was more he can do to help me. The order was close to 300. So now i’m here trying to get a refund because there is no way I am losing $300.Business Response
Date: 03/18/2025
It is never an ideal scenario when delivery issues happen, especially when your order is not received. Our apologies for any inconvenience. Our systems are showing your order NA3****413 did not include an apartment number and was delivered to the mail room on 03/06/25 via FedEx tracking 44********54.
Our records indicate a FedEx claim was initiated on 03/07/25. If the FedEx claim is successfully approved, we will be happy to issue a refund for your order. Be advised, our teams are unable to dispute or reopen a FedEx claim once a determination has been reached.
In addition, we are showing that one of our Customer Care Supervisors emailed you about your FedEx claim and would advise to continue communicating directly with that Supervisor via email regarding this situation.
You can also reach out to us at [email protected] with your BBB ID #23058404 if you have further questions.
UGG Customer Care Team
Customer Answer
Date: 03/19/2025
Complaint: 23058404
I am rejecting this response because:
Well no this isn’t right. FEDEX and UGG keep sending me into circles. I don’t understand what I have to do for someone to help me. FEDEX is telling me they can’t do anything and it’s up to UGG. UGG is telling me it’s up to FEDEX, this is unbelievable. Do i have to take this up with corporate? or with a lawyer? It’s been 2 weeks and no one updates me on anything. FEDEX told me AND UGG they couldn’t find my package and it’s UGGS responsibility to help me and UGG still isn’t doing anything. When I called FEDEX, they told me that is no existent claim on this tracking number. So are you telling me that UGG never put in a claim and i’ve been waiting for no reason? And then I called UGG yesterday and a representative told me that the claim was not even properly submitted because my apartment number was missing!! It doesn’t even matter if the apartment number is missing!!! I HAVE A MAILROOM. They put packages in the mail room, take a picture and I go down and get my package. So unacceptable.
Regards,
L***** *******Business Response
Date: 03/26/2025
We are sorry to hear that you are rejecting this information. We
understand how frustrating this process has been, and we have conducted a
thorough review of the situation.
It appears that there was an error on
our end when the Customer Care Team submitted the request to file a claim,
resulting in the claim not being filed. However, we have since contacted our processing
teams, who have submitted a request to open a claim for your lost package NA3*****13.
As a result, please note that you will
need to wait 15 business days for the investigation to be completed. Once the
investigation is finalized, you will receive an email with the outcome of the
claim. If you do not receive an email by the end of the 15 business days,
please do not hesitate to reach out to us for an update.
We apologize for the inconvenience and
greatly appreciate your patience.
UGG Customer Care TeamCustomer Answer
Date: 03/26/2025
Complaint: 23058404
I am rejecting this response because:Are you serious? I have to wait another 15 days for this? How irresponsible are your employees? I was on the phone with UGG almost everyday and every. single. employee told me that there was a claim and now i’m learning that your dumb employees didn’t even submit a claim? This is pure disrespect and negligence and showing how much you care about customers and don’t care how your company messes up. I demand a refund soon or I will taking this further with legal matters. Have me waiting for a MONTH. the disrespect
Regards,
L***** *******Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I bought Hoka Gaviota 3 shoes on 04/14/2024 and they began deteriorating after 7 months. So I followed their warranty process to submit a claim. Their online claim submissions weren't working for weeks, so I chatted, emailed, and called customer service to finally be able to get the form filled out to submit a warranty claim. I shipped the shoes to their warranty department on 2/12/2025 and they sent them back on 3/11/2025 with a denial letter stating that my claim was denied because it is past the one year window from when I bought them, but they're not. My receipt with the proof of purchase date was still in the box and accompanied by email. I contacted their customer service via chat and the Hoka chat agent said they couldn't override the denial.Business Response
Date: 03/13/2025
We deeply appreciate you reaching out to us regarding the issue with your Gaviota 5 pair peeling and tearing off on the interior heal. It can be disheartening when products don’t meet expectations and then are denied after warranty evaluation, our apologies. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation RA******84_RCRT was denied after review.
Our team will be more than happy to start a separate photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 23052387 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:03/12/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order # NA******78 placed with Ugg on 2/11/25 for a pair of Scuffette II women's slippers. They arrived with white marks on the top, alongside the top middle seam of both slippers. Within less than two weeks of wear inside my home, the seams on both slippers have cracked and are falling apart. Slippers shouldn't be falling apart in 2 weeks--especially expensive, good-quality slippers.
I tried calling Ugg's customer service the last week of February and couldn't get through. 3/10/25 I texted their customer service and sent pictures (attached here for your review) with no response. 3/11/25, a rep texted back and said that I "might" qualify for a warranty claim (it should be obvious from the pictures!), and that she would send me a return label. I explained that I am ill and unable to drop packages off for a return, and that my street is a main road with package theft so I can't leave a box out, nor can I go to the door to hand it to a carrier due to my health issues.
The representative left it unresolved, and I am stuck with damaged brand new slippers. My birthday present this year, and they are garbage, and falling apart. I am really upset that Ugg sold me a defective product and is essentially holding it against me that I am ill and unable to get out to return these (when they are ready for the garbage can anyway). I sent clear pictures proving the issue. No slippers should fall apart in two weeks!
I have attached pictures of the defective slippers, below.Business Response
Date: 03/13/2025
Thank you for contacting us regarding the issue with the white spotting and seams cracking on your recently received Scuffette II slippers. We know this scenario is not ideal and apologize for any disappointment. Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
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.
Please reach out to us directly at [email protected] with your BBB ID # 23052075 to verify the requested information.
UGG Customer Care TeamCustomer Answer
Date: 03/14/2025
Complaint: 23052075BBB Complaint ID#: 23052075Ugg Order#: NAA******78Name: K****** ****Email Address: ***********@gmail.comTelephone: ###-###-####Complete Shipping Address: 252 Evans St. Apt. 2 Williamsville, NY 14221Name Of Item: Women's Scuffette IIModel Of Shoe (S/N): W/11***72Color: SandUS Size: 10How Often Is This Product Used: I used this product a handful of times within less than two weeks and the seam has completely fallen apart. While we are discussing things, the fur inside thinned out majorly, too. The quality is horrible. I have been a customer of Ugg for over 20 years now and the quality has diminished.Where Was the Item Purchased: ****************.com/ When Was the Purchase Made: 2/10/25Brief Description Of the Defect: Slippers arrived with white marks alongside the top middle seam on the top of each slipper. The top seams of both slippers have both cracked and are falling apart. Clearly shown in attached pictures. The fur is also majorly thinning out inside of these slippers with just a handful of wearings (inside of my home, only).Any Additional Instructions/ Questions: This will most likely be my final Ugg purchase. I have been a customer for over 20 years, but the quality of these slippers is awful. Your customer service is terrible. No one would help me until I reported Ugg/ Deckers to the Better Business Bureau. I am sick, and going through major health issues right now as a single mom, and these slippers were my only birthday gift. The gift is ruined, I have wasted HOURS trying to get Ugg to back a defective product, and I have been essentially punished for being sick and not being able to get out to return clearly defective slippers. I have submitted the attached pictures now THREE times, between Ugg CS, the BBB, and now this. I have had to repeat all of this information 4 times now (most of this you can easily get yourself with my order number, by pulling my order). Super fun to have to do while ill. I purchased what is considered a luxury brand, and I have received better quality items and service from more inexpensive brands. NO slipper should fall apart with less than two weeks of wear indoors.I have attached photos showing: defective areas (top of both slippers, seams cracking and white marks in the suede along each seam), the brand new tread, both interior tags, and screenshots of my reciept from Ugg confirming purchase date etc.
Regards,
K****** ****Business Response
Date: 03/17/2025
Thank you so very much for providing that information. We are showing that you are in active communication with our MBX email inbox, and it would appear that our team has offered you a potential resolution via a replacement pair. Please respond to that email directly to take us up on this offer. We hope you have a wonderful day!
UGG Customer Care TeamCustomer Answer
Date: 03/17/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23052075, and find that this resolution is satisfactory to me.Hi J******,
Thank you for standing by your defective item, and thank you for working with me in regards to my medical limitations. I appreciate it.I would be happy with a pair of the size 10 Scuffette II slippers in Chestnut if those can ship faster! I checked and it looks like they are in stock (as far as I can see from the site). Please let me know if that works.
Regards,
K****** ****Customer Answer
Date: 03/17/2025
My response to the company’s solution:
Hi J******,
Thank you for standing by your defective item, and thank you for working with me in regards to my medical limitations. I appreciate it.I would be happy with a pair of the size 10 Scuffette II slippers in Chestnut if those can ship faster! I checked and it looks like they are in stock (as far as I can see from the site). Please let me know if that works.
Thank you,
K****** ****Initial Complaint
Date:03/12/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 12/13/2024 I placed an order on their website UGG website. I ordered 1 pair of boots , the total was $280. I paid an extra $20 for faster delivery . On 12/19/2024 the boots were marked delivered but they were not delivered. I was home all day waiting for the delivery but nothing came. I contacted UGG about the situation. I was told they have to investigate to try and find my package. A month went by and I contacted UGG again. No package was found , No Re-shipment , No Refund . I purchased these boots for my daughter as a Christmas gift. It’s been 3 months and still nothing. Customer service is not helping the issue.Business Response
Date: 03/13/2025
We know how difficult it is when a delivery is not received, especially when the order is an intended gift for your daughter. It definitely saddens us to hear about the delivery issue with order NA36****06 via FedEx tracking 43********70. However, our team is unable to dispute or reopen a FedEx claim once it has been denied.
We would suggest continuing to reach out to FedEx directly at ###-###-####9 or through their website regarding this issue. If the FedEx claim is successfully reopened and approved, we will be happy to issue a refund for your order. We hope this information clarifies our process for handling lost packages.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #23050081 if you have any further questions.
UGG Customer Care Team
Initial Complaint
Date:03/03/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Boots came apart and I contacted D*** to see if they could get fixed after. A week and a half on the phone I finally spoke to somebody who was very snippy and rude. Then just hung up on me. These are really expensive boots, and it literally just wanted the one seem fixed.Business Response
Date: 03/04/2025
We appreciate you reaching out about your gift and are saddened to hear of the issue with the boots that you wear every day. Unfortunately, we do not have repair options at this time. You are welcome to contact repair shops in your area to see if they can assist.
Our systems are showing our Customer Care team did provide you with a warranty evaluation request form to send this item to our warehouse to see if it would be covered under the warranty. Because this item was a gift, you would be responsible for the shipping cost to send them in for evaluation. We understand that you do not have the receipt. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Our warranty evaluation team is given 10-15 business days from warehouse receival date for product verification and warranty evaluation purposes. If the item is approved, you will receive a site credit on UGG.com for the value of your pair that can be used to purchase a replacement item. If the issue is not determined to be covered under our warranty, your pair will be returned to you with the reason for the denial.
We hope this information helps to clarify our protocols. If you would like to read more about our warranty policy, please visit our help center here: bit.ly/WarrantyForUGG
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #23012448 if you have any questions.
UGG Customer Care Team
Initial Complaint
Date:03/03/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hello, I purchased an item from the the Decker brands also known as Uggs sometime around the ending of January. I returned the items for an exchange because it did not fit my daughters, well they sent the exchange with 1 being the correct item and the other being a completely different item and to top it still the wrong size. I called Uggs and notified them of the issue and they said they could no longer do exchanges to send it back and get a refund. Well the refund never happened especially in the time frame I was suppose to get it, what?? Typically (3-7 days) I was confident they would reimburse me anytime but nope. I called 2/22 only to find out the refund was never processed. We’re a month in and I had to call for my refund? Prior to the issue going the way it did I was given $20 off my order they stated I could use it for the order I was currently placing, well I go to check out and I have nothing!! not even my coupon code. I called and they told me “oh, well you have to place an order first then we can give you the coupon” excuse me I was not informed of that non the less you all messed up and still didn’t give me a refund up until a few days later and this is already going in on a month. So now, I can’t even order a pair of shoes for my daughter after I was told I would get $20 off this order and what not. I spent a total of $160 for 2, only to send one back because of their mistake! Mind you they kept the money for the first order making it an order I already made! This would have been my second. What I want is for them to make it right or even an additional discount. This is ridiculous.Business Response
Date: 03/04/2025
Thank you for contacting us regarding this issue. First of all, let us say that we are very sorry for the incorrect item shipment on your exchange and the amount of time the refund took to process. We know that shipment errors are not ideal and apologize for any inconvenience.
Loyalty coupons are not redeemable in our software until after an initial purchase has been made. Our systems are showing your initial order NA37708550 was placed on 01/15/25. However, your Loyalty account enrollment did not occur until 01/25/25 which would be why you can’t currently redeem your points.
Not to worry, as a one-time courtesy we would be happy to offer a retroactive $20 USD discount on a single item purchase so we can get your Loyalty account fully activated.
Because our team cannot release promo codes, we would ask that you place a new order first and then provide the new order number to us or to our Customer Care team. Once the order has shipped, our systems will allow us to apply the $20 USD discount on our end. In addition, a new order should fully activate your Loyalty rewards, unlock the previous coupon offered by the Customer Care team, and allow you to start receiving points on all future UGG.com site direct purchases.
We hope this resolution is acceptable and have notated this offer on your account. Please reach out to us here on BBB or directly at [email protected] with your BBB ID #23003076 if you have any questions.
UGG Customer Care TeamCustomer Answer
Date: 03/05/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 23003076, and find that this resolution is satisfactory to me.
will the retroactive $20 purchase be added to my account?
Regards,
*** ********Initial Complaint
Date:02/27/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pair of boots from Deckers' "Ugg" Brand in August 2024. When I wore them for the second time, they both split at the back seam, deeming them unwearable. It was clearly a defective material. Ugg advertises a one year warranty, so I returned the boots in accordance with that. The boots were returned to me last week having been denied their warranty claim as "normal wear and tear." The customer service representative I spoke to said she is getting many calls regarding this issue and there is nothing she can do and that all individuals in charge of evaluating warranties are unreachable. She would not escalate the call to a manager/supervisor. Clearly this company produced a batch of substandard goods and will not stand by the warranty due to their mistake.Business Response
Date: 02/28/2025
Hello J*****,
Thank you for reaching out to us about the back seem ripping on your UGG boots from order NA*******7. This clearly does not sound ideal, and we know that we would be upset also. Warranty determinations are made on a case-by-case basis, and we are sorry to see your evaluation was denied.
Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
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.
Please reach out to us directly at [email protected] with your BBB ID # 22994963 to verify the requested information.
UGG Customer Care TeamInitial Complaint
Date:02/25/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Purchased Hoka brand shoes from their official website received shoes about a week later I had noticed the back tongue of one of the shoes the foam was not in the correct place. I kept trying to pull it up and at the time I didn't realize these shoes had a warranty my neighbor told me a couple months later I returned them explaining the complaint Never received any response from them. They just shipped the shoes back and said they weren't covered under warranty and due to wear and tear, they obviously were not due to wear and tear. They compare the both shoes together. I really like these shoes they had sold out online. The least they could've done is repair the defect very upset unprofessional Company .Business Response
Date: 02/26/2025
Hi V******,
Thank you for contacting us regarding the back tongue of one of the shoes not having the foam in the correct place on your Clifton L Suede. We are sorry to hear of this experience. We can see your initial order was NA3******0. For future reference we do offer a 30-day window from product receival date for free return evaluations.
Our team will be more than happy to take another look by starting a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via email.
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.
Please reach out to us directly at [email protected] with your BBB ID # 22988104 to verify the requested information.
HOKA Customer Care Team
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