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
- 570 total complaints in the last 3 years.
- 260 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:02/27/2024
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 2/13/24, I ordered three pairs of shoes online from HOKA. UPS lost the package, and I never received my shoes. Hoka refuses to refund me my money until they close their investigation. UPS already acknowledged they lost the package and are pending information from HOKA. However, HOKA is holding me responsible and not refunding my money.
Business Response
Date: 02/27/2024
Thank you for reaching
out to us! After further review, we regret to inform you that your claim was
denied with UPS for order NA26862104 with the tracking number
1Z208W380371607532. Unfortunately, if a claim is denied, we are unable to
reopen the claim or dispute it with UPS. If you believe there has been an
error, we recommend contacting UPS directly to request a reopening of the
claim. Once the claim is reopened and approved, we will be more than happy to
provide further assistance. We apologize once again for any inconvenience
caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21354298 if you need any further
assistance.
HOKA Customer Care TeamCustomer Answer
Date: 02/28/2024
Complaint: 21354298I am writing to file a complaint against Hoka One regarding a missing order and unfulfilled refund request.
I never received my order of shoes and haven't received a refund despite paying for them. Hoka claims they are waiting for additional information before processing the refund. However, this information is needed from their side to fulfill the order and doesn't justify holding onto my payment while I am left without the product.
I believe Hoka is putting unfair pressure on the customer by holding onto my payment while the issue lies with their lack of internal information.
Regards,
L***** *** ******Business Response
Date: 02/28/2024
We
are sorry to hear that you are rejecting this information. It appears that
since you initiated the claim before contacting us, you needed to provide
accurate information about the missing item(s) to UPS. Since the UPS
investigation required additional merchandise descriptions that were not
provided, they closed the claim. Since we did not initiate this claim, we are
unable to assist further or reopen the claim as it has already been denied. As
mentioned, you will need to contact UPS directly for additional assistance as
we are unable to dispute this claim since it was closed as of yesterday,
2/27/24. We apologize for any inconvenience this may have caused.
You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID # 21354298 if you need
any further assistance.
HOKA
Customer Care TeamInitial Complaint
Date:02/26/2024
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 placed order NA2*****28 which included W Classic Chillapeak Tall boot for $195.99 in a size 8. I also placed order NA*****860 for the same boot in a size 8 for $175.99. I received the first order ending in 3828 and it included the boots for $175.99. The size 8 was too small so I exchanged it for a size 9. I received the exchanged boots. To date I have not received the $195.99 boots or a credit for that purchase.Business Response
Date: 02/27/2024
Thank you for reaching
out regarding your return NA2*****28_RT. Upon review, it looks like your return
was delivered to the warehouse on 2/16. 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. However, if you do
not receive an email by 3/4 regarding your return, please reach back out so we
can submit a request to our processing teams. We hope this helps clarify our
return process.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21350913 if you need any further
assistance.
UGG Customer Care TeamInitial Complaint
Date:02/22/2024
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 am in hopes that you can help me
with this unfortunate situation that I had/have been experiencing with HOKA.
February 16,24' I ordered a pair
of HOKA men's Bondi 8 size 14 (standard size) confirmation # NA26923049.
February 16,24' received a
confirmation that shoe has shipped. UPS tracking ZB369F*********21, arriving 2/23,
BUT, the shoe shipped was men's Bondi 8 wide, 14 EE. That is not what my
confirmation stated and that was not what I ordered. I immediately called HOKA
customer service, and was given a difficult time. I was told when you receive
the shoes, we will send you a scan and you can send them back. Keep in mind, my
husband just had double knee replacement surgery and this is the sixth pair
that I have purchased ( from Fleet Feet only).
February 17,24' I received an
email that stated, Dear Vivian good news your item has been received at our
warehouse. You returned the following men, Bondi 8 wide. I never received the
shoe, and I never sent the shoe back. If Hoka was able to get the shoe back
ASAP, why could they not send me the shoe that I had ordered?
February 17, 24 I received an
email from Hoka escalation claim number NA26923049, claiming that HOKA received
the shoe back, but I have to wait 3 to 5 business days to get my money back.
Keep in mind, I never received the shoes they pulled the order back.
February 19,24' at 8:34 AM. I
received another email from HOKA stating that your order is out for delivery.
Great news. Your order NA26923049 is out for delivery quantity 1 size 14 EE
men's Bondi 8 wide. Why did I receive this email? Why would they attempt to send
me the incorrect shoe back again?
February 19,24' I immediately contacted
your customer care, and explained the situation. I received an email on
February 19 that a refund/ return of order NA26923049 was received at our
warehouse on February 19. We apologize for the confusion. Why?
February 21, 24' after my
explosive conversation with Customer Care, I received an email at 5:07 PM from
Lexi W. Lexi stated that due to this unfortunate situation they are offering me
10% off and free shipping. I immediately sent Lexi a message back stating that
really 10% after all this trouble and you are offering me free shipping? You
already ship for free.
February 21,24' I contacted Fleet
feet in De Pere Missouri to ask them if they could order me a pair of the Hoka
with the 20% discount that Lexi was offering me now. The gal stated that they
could not offer me the 20% I would have to order the shoe through Hoka. I
discussed the situation with my husband, and I contacted Hoka to order the pair
at 20% off, and free
shipping.
February 21,24' I asked via email
for Lexi to call me. Lexi sent me an email back, see attached, that she could
not speak with me in person. She did follow up with an email that stated ...
thank you for following up my apologies you are correct Customer Care cannot
offer me the 20% off. Lexi stated ..see attached that I would have to order the
shoe, and pay the full
price, and then wait for a 20%
refund. I declined. See attached. I have trust Issues.
I emailed Lexi, here we go again!
you offered me 20% off and now I am told by Customer care that they could not give
me 20% off, but Lexi never indicated that in her email. See attached.
10. February 21, 24' at this point
my nerves were escalated, and I sent Lexi a message back, stating that I would
like a free pair of Hoka men's Bondi 8 size 14 standard. I have not heard back.Business Response
Date: 02/22/2024
Thank you
for reaching out! We're sorry to hear about your negative experience with your order
NA2*****49. It was never our intention to send you the wrong shoes, as we want
you to have the correct shoes without any frustration caused. Upon further
review, it looks like our team has created a free order NA*****188_EA_CS as a
one-time courtesy due to the issues you encountered with your order. We hope
this helps and that your husband enjoys his Bondi shoes as much as we do.
You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21330394 if you need any further
assistance.
HOKA Customer Care TeamInitial Complaint
Date:02/19/2024
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 an item from the company and question upon receiving the item. It was too small so I looked up their return policy and saw that I was within the window. I probably returned it the following day I received the item in January 31, 2024 I submitted it to be returned February 1 of 2024 upon receiving notification from USPS that the item had been delivered to the company I reached out because I had not received any update as far as a Change or refund that is when they told me that internally it was to take 10 days. The current date was February 5 , so 10 calendar days would’ve been February 15 where is 10 business days would’ve been February 19 upon reaching out for a second time I was informed of a date change and they were saying that they couldn’t do anything in regards to it until the 26th although they could manually enter for the exchange to happen they would not do so before the 26, although they had confirmed that the item was in their position and then I said well can I receive a refund as of today and they said they still cannot do that until the 26th of those previously stated to give them 10 days which would’ve already been the 19th and so my fear is that come the 26 they will say hey we didn’t get a chance to do it give us another 10 days, and although the monetary value is not significantly high, I believe these should be predatory practices and they belief and hope that I will simply drop the matter and count it as just money .Business Response
Date: 02/19/2024
We apologize for the delay in processing your return. After reviewing the
information, it appears that your return was delivered on 2/10/24. Please be
aware that returns typically process within 5 – 10 business days after being
received at our warehouse for your return/exchange to be processed. Processing
times may vary depending on the volume of returns. Please be assured that our
Returns Department is working diligently to process returns in the order they
are received, and your return should be processed soon. If you do not receive
an email by 2/26, please contact us again so that we can submit a request to
our processing teams. We hope this clarifies our return process.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21314589
if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/20/2024
Complaint: 21314589
I am rejecting this response because:when I spoke with a chat agent within the 5th of February when the tracking number said y’all received the item. She stated that a exchange should be available in about 10days and give it to the 15th I gave it until the 19th and reached out and now y’all are saying give it until the 26th but another live chat agent has acknowledged that,also y’all just acknowledged, that you in fact have received the item. I sent the exchange out as of February 1st there is no logical or logistical reason that a exchange would take 25 days and that if y’all have the item that it wouldn’t be feasible to simply refund me my money if y’all won’t promptly send me replacement. The damages this undue stress has caused is beginning to cause noticeable difference in my life.
Regards,
M****** ****Business Response
Date: 02/20/2024
We are sorry to hear that you are rejecting this information. We can confirm
your return NA26168367_EX was delivered to the warehouse on 2/10. However, it appears that on
2/5 your package was "Tendered to Returns Agent," meaning it was
handed over to the agent responsible for returning your package to the
warehouse. We apologize for any confusion this may have caused. Returns are
processed in the order they are received, and we are unable to expedite your
return as our Returns department evaluates every return that is sent to the
warehouse. Please note the processing timeframe is 5-10 business days after the
return is delivered to the warehouse, excluding weekends. If your return is not
processed by 2/26, we can escalate this matter to our processing teams, but we
must wait until the 10 business days as this is our policy. Our apologies for
any inconvenience!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21314589
if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/20/2024
Complaint: 21314589
I am rejecting this response because:
So maybe this highlights inefficiency in your processing system and protocols but as a stated to the live agent if the return agent works for(contracted by) your company then it has left usps possession and is now in the possession of a contractor that works for y’all. Secondly the 10th was a Saturday which some would consider outside of the work week so even if we went off of the 12th which is the next Monday the 26th is outside of that 10 business max window which is now you’ll not honoring the information you are putting out. So you’ll could simply manually enter a replacement to be sent out or authorize a refund of my money not store credit and not a gift card but but USD currency. Because this behavior and service is unacceptable. The undo stress and interupttion of my business day as well as mishandling of this matter is compounding to contribute greatly to decline in my mental health.
Regards,
M****** ****Initial Complaint
Date:02/19/2024
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.
I purchased a pair of Hoka shoes for my son 9/2023. In November 2023 they completely fell apart. I contacted Hoka and was told these would be under warranty and to return them and I would be issued a refund so my son could order new shoes. Hoka confirmed they received the shoes in their warehouse on 1/10/24. I get a different response every time I reach out to them. I am exhausted from the excuses and want an immediate refund!Business Response
Date: 02/20/2024
Thank you for reaching
out to us regarding your retail return. We apologize for the delay and
understand your frustration. We have contacted our processing teams, and they
have processed your return. You should receive an email shortly with your site
credit information, which will allow you to reorder at your convenience. We
hope this information is helpful!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21314007
if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 02/20/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21314007, and find that this resolution is satisfactory to me.
Regards,
R*** *********Initial Complaint
Date:02/16/2024
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.
Placed order #NA*****361
Date Ordered: 11/23/23 10:43:58 pm
Returned/Exchange 01/25/24
Called this business on 2/16/24 about my return/exchange that was placed. I was refunded my initial purchase due to the item not being in stock, but when I initiated the exchange told me the item was on back order until end of February and asked if I wanted to continue. I continued because I wanted the shoes. I just wanted a different color, same size and same shoe. Now the shoes are in stock and I am out of my $20 reward that I used. When I spoke to someone in customer service, I was told that the return/exchange doesn't work on backorder. If this is the case, the company SHOULD NOT have this as an option. The shoes are now in stock and if I want them, I have to pay full price. The rep told me the $20 reward couldn't be re-issued. I understand that, but no type of discount was offered due to their faulty return/exchange process. Shame on Ugg.Business Response
Date: 02/16/2024
We apologize for any
confusion or inconvenience caused by your return being processed as a refund
instead of an exchange. Please note that if an item is on backorder, we are
unable to submit an exchange unless the item is currently in stock. In such
cases, our system automatically processes a refund to ensure that you receive
your funds promptly and have the option to reorder a different style that is in
stock. We understand that this may not be the ideal solution, and we sincerely
apologize for any inconvenience caused. As a one-time courtesy, we would be
happy to issue you a new $20 reward so you can reorder at your convenience. You
should receive an email shortly with more information. Please note for future
returns, that we are unable to reinstate $20 rewards if your return is
processed as a refund. Thank you for your understanding, and we hope this
information is helpful.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21303043
if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/19/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21303043, and find that this resolution is satisfactory to me.
Regards,
M********** ********Initial Complaint
Date:02/15/2024
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 initiated an exchange on 1/10/2024 for ugg size 7 and needed a size 8. It has been over a month now and i have not received the exchange. The order nunber is NA25409120_EX. I reached out to someone at UGG through Afterpay on monday jan 12 and was told it was escalated to a different department. Prior to that i sent an email to customer service at ugg and also tried to chat but was told they were experiencing high number of calls.Business Response
Date: 02/15/2024
Thank you for reaching
out to us regarding your order NA25409120_EX. We sincerely apologize for the
delay in processing your return. We have already contacted our processing
teams, and they have assured us that your return will be processed by the end
of today. You can expect to receive an email with further details shortly.
Kindly note that due to the current unavailability of the size you requested,
we will be processing your return as a refund. Please feel free to place a new
order for the correct size whenever it becomes available again. We apologize
for any inconvenience this may have caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21295250
if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:02/14/2024
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.
Ordered outflo sandals from Teva on shipped on 1-4-24, order # NA25166906, returned January 10, 2024. The tracking #02-3901-00###-###-####-7850-20. The return box was received by shipping agent 12-15-24. I have called Teva numerous times concerning my refund. I was told they can’t he,p me until they receive the box. February 15, 24, will be thirty days the return was received by shipping agent and not yet returned to Teva. I am tired of calling and getting no where we are looking at over six weeks that I mailed the return.Business Response
Date: 02/14/2024
Thank you for contacting
us about your return NA25166906_RT. We apologize for the lack of updates on
your return and understand your frustration. We have escalated your request to
our processing teams as there has been no movement since 1/15. Please be aware
that processing times are typically 3-5 business days. Once your request has
been processed, you will receive further information regarding your return. We
appreciate your patience and apologize for any inconvenience caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21291551
if you need any further assistance.
Teva Customer Care TeamInitial Complaint
Date:02/12/2024
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.
On Jan 10 I Ugg received a return from me (a pair a slippers). I have the USPS tracking number which shows these were received by their facility on that day. Their website indicates that returns can take up to 5-10 days to process after being received. Following the 10 business day window, I contacted Ugg to find out about my return. I provided tracking so they could see that it was received at their facility. I was told it would be expediated and I would receive response in 5-7 days. I waited, and when I got no response I contacted again. Again I was told that it would be expediated (that someone my first call had not been), but I should wait 5 more days. After 5 days an no response I contacted again. I was told that I must wait one more day because any return that was no processed in 30 days they can manually process. I contacted the next day (after 30 days) and was told they have processed the claim and to look for an email. This was on a Friday. I received no email. On Monday I contacted again (now 32 days after my product was received by their facility. I was told that a claim was only filed on Friday and I must now wait 30 days. None of this is backed up on their website. My product is in their hands and has been for more than 30 days and every communication changes when they will process my return. I have not hope that they will refund my item or I will get anything in return for it. Pleas help. I am attaching the receipt for return tracking as evidence (here is the tracking number: 9534******************) and can share some of my chat conversations. On principal I can see how they wear down a customer until that customer just gives up on the return. They should have simply said they do no accept returns--it would have been better than being tricked into thinking they would accept and process a return which they clearly are not.Business Response
Date: 02/13/2024
Thank you for contacting
us about your return RA00434279_RCRT. Our Warranty Department is currently experiencing some
delays in evaluating warranties due to the need to review each return that
comes through our return center. We have notified our processing teams about this
issue, and they will process your return by the end of today, 2/13. You should
also receive an email with further information about your retail return. We
apologize for any inconvenience caused by the delay.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21280407
if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/13/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21280407, and find that this resolution is satisfactory to me.
Regards,
C******** ******Initial Complaint
Date:02/12/2024
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 ordered a pair of boots for my daughter for Christmas and they were a size too big. I sent them back on January 13 requesting a refund to my card. I never received an email that my item had been received so I contacted them via chat when I was told that the boots conveniently just arrived that day (1/25). I was told I would have a refund within 5-10 business days. I waited over 10 business days and no refund. I contacted them via chat again since you cannot get any contact by phone. Customer service is pretty terrible. I was told that it would now be 10-15 business days. It’s been 15 business days and 6 weeks since I sent my boots back and no refund!!!! $171 that they are refusing to give me back for boots I don’t have!! I wouldn’t recommend anyone order from UGG anymore as this company has become sketchy and almost scammish. Please help me get my money back!!!Business Response
Date: 02/13/2024
We apologize for any
inconvenience caused by the delay in receiving updates on your return NA25561218_RT. We
understand how frustrating this must be for you. Rest assured, we have
escalated this matter to our processing teams for immediate attention. Please
allow 3-5 business days for them to process your return. Once processed, you
will receive an email with further details. Thank you for your patience and
understanding.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21279007
if you need any further assistance.
UGG Customer Care Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.