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.
257 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:03/13/2024
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.
I sent an item back that has been confirmed that it was received in the warehouse 2/15 and that my refund had been processed. I have yet to received my refund of $116.16 STILL as of 3/13 and now am being told the warehouse is going to have to process the refund and that this could take an additional 30 days and MAYBE LONGER aka and an unidentified amount of time and there is no one higher up or in a supervisor roll that could help me. Order number NA2*****96 placed online at UGG
Business Response
Date: 03/15/2024

Thank you for contacting
us about your return NA25*****6_RT. We have contacted our processing teams, and
your return has been processed today, which is the 30th day since it arrived at
the warehouse. You should expect a refund of $116.16 to be credited back to
your original form of payment within 3-5 business days. While the funds are
released promptly on our end, please note that it may take a few business days
to appear in your account based on your financial institution's policies. We
hope this information is helpful to you!

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID #21426967 if you need any
further assistance.

UGG Customer Care Team
Customer Answer
Date: 03/17/2024

Complaint: 21426967

I am rejecting this response because: I will not accept this response until I actually see the refund reflected on my account. If and when it does I can accept. But I have yet to see it reflected on my account.

Regards,

S**** ****

Business Response
Date: 03/18/2024
Hi Sarah,

We're sorry to hear that you are rejecting this
information. Your refund of $116.16 should reflect on your Visa ending in 0581.
If you do not see the refund reflected in your account, please reach out to
your bank as we successfully processed the refund on 3/15. The transaction
reference number for the refund is 65F****************************A525054DE.
The bank may find this number helpful in locating the transaction if needed. We
hope this information is helpful!

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID #21426967 if
you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:03/11/2024
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 had made an order online for a new pair of running shoes for a upcoming race - the order was delievered in a timely mannor within 3-7 business days - The address is to a apartment complex/mail room. It is very generic and there is no apartment # needed. Fedex delievered my shoes and the order was no where to be found. It stated "Delievered to front door" What front door? So I contacted customer service hoping for a quick replacement order as I love Hoka Shoes but I was quickly taken back by the horrendous customer service I received.

The gentlmen I chatted with, Kyle, I spoke to over customer service chat was extremely displeasant. He misunderstood the customer and what I was askin for. He was dismissive to my request and extremely passive agressive. It was like I was speaking to a high schooler at a retail shop at the mall. He said it was not in his policy and when I asked to speak to someone above me he closed out the chat. I am very dissapointed with the customer service I recieved through HOKA.
Business Response
Date: 03/11/2024

Thank
you for following up with your order number. It looks like your order NA****3186
was missing the apartment number. We recommend checking with your front desk
receptionist as well to see if they received your package. Please note that it
is the customer's responsibility to enter the full shipping address, including
the apartment number, as this is an apartment complex, and an apartment
number/unit number is needed to ensure packages are delivered to the correct
unit/apartment. Since the apartment number was not entered, we recommend
reaching out to FedEx to initiate a claim. If they open a claim, please note it
could take 15 business days to be completed. If your claim is approved, then we
can proceed with a refund. You can reach FedEx directly at ###-###-####. We
hope this information helps.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21409201 if you need any further assistance.

HOKA
Customer Care Team
Business Response
Date: 03/11/2024

Thank
you for following up with your order number. It looks like your order NA****3186
was missing the apartment number. We recommend checking with your front desk
receptionist as well to see if they received your package. Please note that it
is the customer's responsibility to enter the full shipping address, including
the apartment number, as this is an apartment complex, and an apartment
number/unit number is needed to ensure packages are delivered to the correct
unit/apartment. Since the apartment number was not entered, we recommend
reaching out to FedEx to initiate a claim. If they open a claim, please note it
could take 15 business days to be completed. If your claim is approved, then we
can proceed with a refund. You can reach FedEx directly at ###-###-####. We
hope this information helps.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21409201 if you need any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 03/12/2024

Complaint: 21409201

I am rejecting this response because:

Regards,

M****** ******

Customer Answer
Date: 03/12/2024

Complaint: 21409201

I am rejecting this response because:

Regards,

M****** ******

Business Response
Date: 03/13/2024
\

We
are sorry to hear that you are rejecting this information. As a one-time
courtesy, we have opened a claim for your FedEx package 73*******290 on your
behalf. It is extremely important for you to answer any calls, texts, or emails
from FedEx regarding the investigation of your package. Failure to do so will
result in a denied claim from FedEx. Once a claim is denied, it cannot be disputed,
and your item(s) will not be refunded. Claim investigations can take up to 15
business days. We hope this helps!

You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID #21409201 if you need any further assistance.

HOKA Customer Care Team

Business Response
Date: 03/13/2024
\

We
are sorry to hear that you are rejecting this information. As a one-time
courtesy, we have opened a claim for your FedEx package 73*******290 on your
behalf. It is extremely important for you to answer any calls, texts, or emails
from FedEx regarding the investigation of your package. Failure to do so will
result in a denied claim from FedEx. Once a claim is denied, it cannot be disputed,
and your item(s) will not be refunded. Claim investigations can take up to 15
business days. We hope this helps!

You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID #21409201 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:03/08/2024
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned an order to Hoka NA2******7_RT and not only did it take two weeks to get to the warehouse but now I have to wait ANOTHER two weeks to get my money back. On top of this, the email I just received only stated that I returned the shoes. I also returned all of the socks brand new without even taking them out of their packaging (another $100+). I don't know how this error could have been made. When I reached out to customer service, the rep was not helpful and said that I would have to wait until 3/20 to see if the full refund was made or come back and file an escalation. This process is absurd and now I'm worried about the second return I recently made (NA2*******_RT). Will I actually receive my full refund? Will it take another month or more? Definitely has changed my opinion of this brand and the one pair I purchased from a department store that I do wear will be going in the trash as they are also ill-fitting, not well made and now I'm embarrassed to promote this company.
Business Response
Date: 03/11/2024

Thank
you for reaching out to us! Upon review, it looks like your return was
delivered on 3/6/24 to the warehouse. However, please note returns typically
process within 10 business days after receipt at our warehouse for your
return/exchange to process. Processing timeframes may vary based on volume. If
you do not receive an update by 3/20, please reach back out to us here, and we
can submit a request to our processing teams for the items that you returned.

For return
NA2*******_RT, it looks like the last scan was on 3/8/2024. Rest assured, once
delivered to the warehouse, you should receive an email with more information
regarding your refund. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21404480 if you need any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 03/14/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21404480, and find that this resolution is satisfactory to me.

Regards,

C*** ******
Initial Complaint
Date:03/08/2024
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 bought one pair of boots from Ugg.com on 10.23.2023. And I never received the package, then I contacted to Ugg customer service to check my order, they said UPS lost my package and I have filed the lost parcel on UPS.com. So I filed the lost package claim on UPS.com on 10.27.2023. I never got any response from them. I called back to Ugg customer service again, and they said UPS contacted me and I didn’t answer, so they denied the claim. And the only way to solve the problem is that I contact my back to dispute the transaction. I called my bank to dispute my transaction on 01.16.23, and they gave me the provisional credit. But my bank took bank the provisional credit on 03.06.23, because they said Ugg told them I already got my package. I called back to the Ugg customer service to ask why, they said they didn’t do that, and they also said I can do whatever I want by legal action.
Business Response
Date: 03/11/2024

We
are sorry to hear that you never received your package NA20****14. We
understand that this could be frustrating. As a one-time courtesy, we have
successfully processed a full refund in the amount of $187.43, which should reflect
to your Visa ending in 5204. Although the funds release immediately on our end,
it may take a few business days to reflect in your account based on your
financial institution’s policies. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21404285 if you need any further assistance.

UGG
Customer Care Team

Customer Answer
Date: 03/13/2024
Complaint: 21404285

I am rejecting this response because:

My bank account has been closed, I do not think I can get the money back to my original bank account. Also, my order was purchased on 10.23.2023, and I called several times to UGG customer center to ask for the refund, they rejected so many times. My experience was so bad, and the representative’s attitude was bad also, and said you could do whatever you want. Please figure out how to refund back to me!

Regards,

G***** **

Business Response
Date: 03/13/2024

We
are sorry to hear that you are rejecting this information. In most cases, if an
account is closed or no longer active, the credit card company may hold onto
the funds or might decline the transaction. However, since we have successfully
processed a refund of $187.43 to your Visa ending in 5204 on 3/11/2024 for
order NA20****14, we recommend reaching out to the financial institution directly for
further assistance since the refund has been processed successfully. The
transaction reference number for the refund is
65******************************5250541E. The bank may find this number helpful
in locating the transaction. Again, our apologies for any inconvenience this
may have caused. We hope this information is helpful.

You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID # 21404285 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 03/14/2024

Complaint: 21404285

I am rejecting this response because:

I waited for almost 6 months and the UGG company gave me the refund because I filed the complaint. I called the customer service several times and never gave me the solution. This is really wasting time and I had really bad experience. By the phone, the representative’s attitude was so bad and even said that you could do whatever you want. And I expected to receive the boots and then I received nothing. I hope I could get some compensation.

Regards,

G***** **
Initial Complaint
Date:03/06/2024
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.
Items were returned to Ugg Jan 23, 2024 for a refund on the clothing and to exchange the boots. The exchange was processed in 3 days, yet I have not received a refund on the remaining items. I have called every week since Jan 23rd and still have not received any idea on when my refund is expected. Each time I call they advise it can take up to 30 days. We are past the 30 day mark and still no refund. Order #NA2******0 my refund is approximately $700 and the customer service representative continue to tell me the items are at the distribution center waiting to be reviewed. This company houses multiple multimillion dollar business not sure what the issue is with processing the refund.
Business Response
Date: 03/06/2024
Hello
Alicia,
Thank you for reaching out regarding
your return NA2******0_RT. We have followed up with our processing teams since
it has passed the 30-day mark, and they have processed your request. You should
receive an email with more information regarding your return and the amount of
your refund shortly. We hope this helps!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21391529 if you need any further
assistance.

UGG
Customer Care Team
Customer Answer
Date: 03/06/2024

Complaint: 21391529

I am rejecting this response because: I did receive the email saying the returned items have been received which they definitely should’ve been received over a month ago. Have yet to receive any details on my refund. I will wait until I receive further on when I will receive my refund and the amount before closing the complaint or considering it resolved.

Regards,

A***** *****

Business Response
Date: 03/07/2024

We are
sorry to hear that you are rejecting this information. A refund in the amount
of $670.94 was processed on 3/6/2024 to your Visa ending in 5906. Although the
funds release immediately on our end, it may take a few business days to
reflect in your account based on your financial institution’s policies. We hope
this helps!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21391529 if you need any further
assistance.

UGG Customer Care Team
Customer Answer
Date: 03/08/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21391529, and find that this resolution is satisfactory to me.

Regards,

A***** *****
Initial Complaint
Date:03/05/2024
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 with UGG on 11/12/23. FEDEX claims to have delivered my package on 11/16/23 and provided a picture of a box in a building as proof of delivery. There was no signature, no picture in front of my door, nothing to prove it was even delivered to the correct building. I have been going back and forth with my bank, UGG and FEDEX since November regarding this package I never received and now I’m out $479.05. This is unacceptable!
Business Response
Date: 03/06/2024

We are sorry to hear that you did not receive your order. Upon review, we see
that the lost package claim for order NA21955473 was denied by FedEx since a
photo of your delivery was provided as documentation. For further assistance,
we would recommend reaching out to FedEx directly to dispute the claim.
Unfortunately, we are unable to provide a refund unless FedEx changes their
decision on the investigation and deems your package lost and approves your
claim. You can reach FedEx directly at 1-800-463-3339. We hope this information
helps.

You can reach out to us here on BBB or directly at [email protected]
with your BBB ID # 21387955 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:03/04/2024
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 UGG slippers on 12/31/23, order number #NA2*****27 that was purchased for me for Christmas by my son. I was told on 2/9 via chat that my return was received on 2/7 and to give the warehouse 5-10 more business days to process my refund. On 2/22 I reached out again because I still have not received the refund and was told they were going to put in a ticket to have my return expedited and to allow another 5 business days. As of today I still have not received my money so I called and was told I have to wait until Friday 3/8 before they can put in another request to the warehouse. It’s been over a month and they are just holding my money. When I reach out the reps even seem perplexed but they don’t know what to do other than just tell me they are busy and continue to wait! This company is simply not being forthright or ethical. Customers should not have to wait this long to get their money back! I am filing this complaint in hopes that the BBB an assist me with this matter and for other customers to know that UGG treats their customers poorly!
Business Response
Date: 03/05/2024

Thank
you for contacting us about your return NA24******_RT. After reviewing the
details, it appears that a return request has already been submitted. Our
processing teams are currently investigating this return, and we kindly ask for
your patience as we require 30 days from the delivery date to process the
request. If you have not received an email by 3/7, please don't hesitate to
contact us again, and we will gladly escalate this matter to our processing
teams. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21381785 if you need any further
assistance.

UGG
Customer Care Team
Customer Answer
Date: 03/05/2024

Complaint: 21381785

I am rejecting this response because I was advised by a representative on 2/9 that my item was received on 2/7 and it would take 5-10 days (see attached screen shot of text with your rep). Your automated system also advises the same 5-10 days. Now you’re saying 30 days. In 2 days it will be 30 days and as of today you are still holding my money! Why was I advised 5-10 days originally, then when I received nothing I reached out again on 2/22 and was told to wait another 5 days? Why do you keep changing the timeframe? What’s it going to be next? Do better by your customers! Give me my refund PLEASE!

Regards,

S**** ******

Business Response
Date: 03/07/2024

We are sorry to
hear that you are rejecting this information. We have reached out to our
processing teams, and they have processed your return for you with reference
number NA2****327_RT. Although the funds release immediately on our end, it may
take a few business days to reflect in your account based on your financial
institution’s policies. We hope this helps!

You
can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21381785 if you need
any further assistance.

UGG
Customer Care Team
Initial Complaint
Date:02/29/2024
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 placed an order with Hoka Canada for a pair of running shoes on Feb 5th 2024.
The order number is NA2*****15_EA_CS

Prior to placing the order, Hoka had sent me emails indicating I could return the shoes for a full refund without shipping costs within 30 days of having received the shoes.

I received the shoes on February 7th and after a couple of days wearing the shoes indoors I decided to return the shoes because I believe they were not compatible with the pronation of my feet.

It is now February 29, and after having tried practically every day to get a return label through the website or by calling support, Hoka has not been able to provide me with a return label or found a way to process by return and refund.

The Hoka Canada website returns center has consistently posted the following message ever since I tried to acquire a return label on February 10th, regardless of the time, day or browser. It's been three weeks now.

"Our returns center is currently undergoing scheduled maintenance and will be available again shortly. We apologize for he inconvenience and ask that you try again 2 hours from now. Thank you for your patience!"

In addition to trying the online returns site on a daily basis, I contacted and spoke to at least 4 different support agents on different occasions. Each tried to process the return but after spending some time on the phone, each failed to process the return due to a glitch that was supposed to be fixed within 2 hours. Each support agent promised I'd be contacted or sent a return label with 24-48 hours, but after three weeks this has not happened.

I'm starting to get the impression Hoka One One is intentionally not honoring their promise of free returns within 30 days.

I need some help from BBB to get this return process resolved so that I can get my refund of $224.

Thank you in advance for your help.

Please do not hesitate to contact me for any addition information you may require.
Business Response
Date: 03/04/2024

Thank you for reaching out to us, and our apologies for any
frustration caused regarding our returns center. We have notified our teams
regarding this matter, and it should be up and running soon. Although we do not
have a specific timeframe on when the returns center will be operational again,
we would like to offer you two options since we are unable to create a return
label. We can either process a full refund for this order (NA26683415_EA_CS) or
send out a replacement for a different shoe that may work for you. Please let
us know how you would like to proceed.

If you would like to proceed
with a replacement with an equal value of $195, please provide the following:

Requested style:

Size:

Color:

Confirm complete shipping address:

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21367320 if you need any further
assistance.

HOKA Customer Care Team
Customer Answer
Date: 03/07/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21367320, and find that this resolution is totally satisfactory to me. They have opted to provide me with a refund, which I have received. I really appreciate the professionalism Hoka has shown in fulfilling the Hoka business promise to consumers.

Regards,

C***** ********
Initial Complaint
Date:02/29/2024
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 online order witb the company Uggs & never received the package it was delivered to the wrong door in my apartment complex and the company did not require a signature I paid 573.73 and was blew off by the company when I made them aware of the situation at hand they told me to reach out to the carrier which was fed ex so I complied just to be told by fed ex they would conduct an investigation that could take 10-15 business days after that I was then told by fed ex that I would have to reach out to the company for a resolution. I filed a dispute with my bank and was given credit just for it to be withdrawn 3 months later so I basically was robbed of 573.73
Business Response
Date: 03/01/2024

We're sorry to hear
about the delivery issue with your package NA2******5. Upon further review, it
looks like your claim was approved, and you were refunded in full on 1/5/2024
to your Visa ending in 5292 for your lost package. You are welcome to reorder
again at your convenience. We hope this helps!

You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21365774 if you need any further
assistance.

UGG Customer Care Team
Initial Complaint
Date:02/29/2024
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’ve contacted Uggs about boots I’ve purchased that started turning colors! I was I informed to send the boots in and the will be inspected and I will advise on the account. I sent my boots in January and Uggs would not give me an update where my boots are! I want my boots or money back asap!
Business Response
Date: 02/29/2024

Thank you for reaching out regarding your retail return. We are sorry to hear
that you have not received an update. However, since this was not purchased
directly from our site, we do not have tracking details as it is the customer's
responsibility to pay for the shipping cost. Once we receive the tracking
number, we would be more than happy to take a further look into this. If you do
not have the tracking number, please reach out to the shipping carrier directly
to see if they are able to provide more information on your package. Please
keep in mind that the tracking number is required to proceed any further.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21364373 if you need any further
assistance.

UGG
Customer Care Team
Customer Answer
Date: 02/29/2024

Complaint: 21364373

I am rejecting this response because: this is an order number and a representative was able to look it up! I would like you to send me my boots back.
RA0*****61_RCRT order number

Regards,

L****** ************

Business Response
Date: 03/01/2024

We
are sorry to hear that you are rejecting this information. Yes, RA00******_RCRT is the order number
associated with your retail return. However, since this was a retail return for
an item that was gifted to you, we do not provide a shipping label. Therefore,
the customer is responsible for the shipping cost of the package. A tracking
number is required to locate your package and check if it was delivered to our
warehouse. The tracking number is a unique number assigned to a package or
shipment. We recommend reaching out to the shipping carrier if you no longer
have the receipt of the tracking number. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21364373 if you need any further
assistance.

UGG Customer Care Team

Customer Answer
Date: 03/01/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21364373, and find that this resolution is satisfactory to me. I would like my boots that I brought not gifted to me

Regards,

L****** ************

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