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:02/12/2024
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.
UGG sent an email offering 100 bonus points if a purchase was made within 30 days. I placed two orders and the points did not post. I called for help and after 45 minutes I gave up as the rep just continued to have me on hold while she reached out to someone for help. 45 minutes and no help whatsoever….I shop at UGG often and the value of 100 points is only worth 8 dollars.
Business Response
Date: 02/13/2024
Thank you for reaching out regarding your loyalty points. Unfortunately, we did
not receive an email from your email address, [email protected], regarding
this matter. It appears that we were running a promotion for 100 points with
our ReImagined Styles during the time both orders were placed (2/1-2/8).
However, since you did not order our ReImagined Styles for both orders
NA26581402 and NA26703510, we are unable to add points to your account. It
seems that we have already added 100 points on two occasions in July and
November of last year, and we are unable to add additional points to your
account. We apologize for any inconvenience this may cause. Please remember to
check your emails for notifications of upcoming promotions.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21278746 if you need
any further assistance.
UGG Customer Care TeamBusiness Response
Date: 02/19/2024
We are sorry to hear that you are rejecting this
information. Thank you for providing us with a screenshot of the email that you
received. As a one-time courtesy, we will be happy to gift you 100 points to
your account, and they should reflect in your loyalty account in 24-48 hours.
Please note that for future purchases, if you do not see points reflected in
your account within 24-48 hours, please reach out to our Customer Care Team so
they can take a further look into it.
You can reach out to us here on BBB or directly
at [email protected] with your BBB ID # 21278746 if you
need any further assistance.
UGG 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 21278746, 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.
Good morning,
I placed an order with UGG (Deckers Brands) in 11/24/22. I had shopped online and made a purchase of $137.58 (attached) which is what my debit card shows as a payment on 11/28/22. At one point during the purchase I had a pair of Neumel Boots in the cart but did not purchase this item (see attached receipt). I did not receive these boots nor pay for them. They claim they sent me the boots, what kind of corporation would send product without payment? This is just absurd.
In November 2023 I received a notice from a collection agency looking for payment of $140.00 on behalf of Deckers Brands. I tried to speak with both Deckers and the Collection Agency to find out what this was about and why I hadn't been contacted before being sent to collection. Per UGG/Deckers, they had emailed me a notice in January 2023. Given the numerous emails that UGG/Deckers sends out for marketing, never would I have thought they would email me a bill. According to them, they only sent one notice and then turned me over to collections - 10 months later.
I take my credit rating and bill obligation very seriously and am completely insulted at this situation. Not only are they damaging my credit, they are not being responsive when I call to inquire. I was told by the collection agency that I need to pay the bill or file a police report and they cannot do anything regarding the debt. When I call UGG/Deckers, they say they cannot talk to me because they turned over my case to collections.
In November 2023, I asked for a response to my dispute. Not only did no-one contact me, I was sent another letter just this week asking for payment from the collection agency. This has caused me undue anxiety and stress. The collection agency told me to pay the $140 in order to relieve myself of stress.Business Response
Date: 02/13/2024
Since this is a collections
issue, we kindly request that you reach out to the team that emailed you
directly for further assistance regarding order NA12524738. Please respond to
your most recent email from this team for assistance. We hope this information
helps to clarify the process.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21277174 if you need
any further assistance.
UGG Customer Care
TeamCustomer Answer
Date: 02/14/2024
Complaint: 21277174
I am rejecting this response because: As I mentioned in my original complaint, the collection agency has been uncooperative and has told me repeatedly to pay the balance. I do not owe this money and never received the product. I would like to speak with someone at UGG to come to a resolution. For UGG to clearly outline in an email that I owe money and UGG recognizes it may have been sent to spam/junk is clearly an issue. Also, why would they not mail a bill for collection? Had I known about this in January 2023, I would have had the opportunity to speak with UGG directly and explain that I did not receive this product and therefore do not owe money. I will state again that why would they ever mail a product to a customer without payment? I feel so betrayed by UGG, a company and product that I love. This situation is just so upsetting and unnecessary. The collection agency is not pleasant to deal with, they only want to collect the money. This is absolutely the most unfair situation to a customer. Thank you.
Regards,
L**** *****Business Response
Date: 02/14/2024
We are sorry to hear that you are rejecting this information. It appears that
one of our Customer Care Team Supervisors reached out to you yesterday,
February 13th, regarding this issue. We suggest contacting Remex at
800-562-5158 to obtain confirmation that your account has been cleared and that
there is no outstanding balance. We hope this information is
helpful!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21277174 if you need
any further assistance.
UGG Customer Care TeamInitial Complaint
Date:02/09/2024
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 an order with UGG on November 25, 2024 for a pair of Chestnut Tasman Slippers. Order NA2****962. They were on backorder status until January 2024 and I was ok with that at that time. Come January, I received a shipment from UGG but they sent the wrong shoes. I immediately contacted the company letting them know their error and that I would still like the correct shoes. The rep said the shipment actually had not come in yet and I said great I want to be placed back on the backorder list I was on to get the correct shoe. They said no they can't do that because they closed out my order when they sent the wrong shoe. Instead they told me I would have to place a whole new order myself and that they couldn't do it for me. Frustrated, I wasn't getting anywhere with them, I went onto the site to place the order myself and the website would not let me place the order. I then contacted CS again and let them know that the site would not let me put the order in and in fact it was giving me another backorder date of Feb 12. They said sorry there is nothing they could do but I would have to wait until Feb to place a new order. So now it's Feb and I went onto the site to order the shoes and still can't place the order and now there is an even longer backorder until March. I contact CS again and expressed how disappointing this was and actually one of the worst CS I have ever seen in today's day and age of technology that they couldn't have helped me receive my original order to begin with. They did confirm that they received my original shoes in a shipment but because they took me off of the backorder list on their error and "couldn't" put me back on it that they would not send them out to me and instead I have to be put on this new backorder for March. So, I'm not sure where the shoes that I originally ordered went to but they for sure weren't going to send them to me. I have tried remedying with the company over 4 times all unsuccessfully.Business Response
Date: 02/12/2024
Thank you for contacting us regarding your order NA2****962. We
apologize for the inconvenience caused by receiving the incorrect item. We
understand your frustration, especially since you have been waiting for months.
We will address your feedback with the appropriate teams.
If you receive the wrong item, we are unable to send a
replacement directly. Instead, we kindly ask you to go through our return
process to submit an exchange for the correct item if the item is in stock.
Please note that the Tasman slippers are currently on backorder and estimated
to ship around 3/6-3/21/24. If you would like to reorder this style, please
feel free to do so. Unfortunately, we do not have the option to put you at the
top of the backorder list. If you encounter any issues with our website, please
reach out to our Customer Care Team, and they will assist you in placing an
order on your behalf.
Due to the negative experience, we would like to offer you 10%
off your next order of the Tasman slippers. If you are interested in taking us
up on this offer, please let us know, and we will provide you with more
information.
Thank you for your
understanding, and we apologize again for any inconvenience caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21271035 if you need
any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/12/2024
Complaint: 21271035
I am rejecting this response because: That is an absolutely unacceptable remedy to a situation that your company made the error of causing. What kind of customer service makes their consumer jump through hoops to get a remedy for a company error. To provide the same unacceptable remedy time and time again is horrible business practice. And to offer only a 10% discount is laughable when you sent a promotional email out already unrelated to this incident for $20 off a next purchase. That would be more than what you are even offering. That shows you are not doing anything remotely above and beyond on your end. I happened to look at your BBB reviews and am in shock at your rating and want to express to BBB that if something is not corrected with this business they really should be given harsh ratings. The customer service you provide is still horrible. The first person I spoke to at your company said I DO NOT need to return what I have in order to start an exchange because I still have to place a new order to get what I want. There are no exchanges. Again I am extremely unhappy with your unethical standard of business practice. I had an order originally placed. You made an error which booted me off the list and made MY ORDER go to someone else so you say and you refuse to do anything logical about helping me except say there is nothing you can do.
Regards,
L*** **********Business Response
Date: 02/13/2024
We are sorry to hear that you are rejecting this
information. It is not our intention to add to your frustration. We understand
that the item you received was incorrect and we are sorry for the
inconvenience. Since the item is currently on backorder, we are unable to
reship the correct pair to you currently. However, you have the option to
return the order for a refund through our return process and then reorder the
Tasman slippers. This will ensure that your order is fulfilled in the order it
was placed once we have more inventory at our warehouse. If you choose to
reorder, we can process a 20% refund for you once the order ships as a one-time
courtesy. Please email us at [email protected] with your new
order number once it ships, and we will process the refund for you. Again, our
apologies for any inconvenience this may have caused you.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21271035 if you need
any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/13/2024
Complaint: 21271035
I am rejecting this response because: Again this is not acceptable. I will send back the shoes you mistakenly shipped as soon as I know I'm getting the CORRECT shoes and I confirmed with your customer service that I could do that because the return has nothing to do with trying to get the correct shoe since you have stated that you can't 1. exchange the shoe and 2. put me back on the list without me having to go in and place an order. How do I know that I will even get the shoes in March...you've push my backorder out twice now. Who's to say this order will even show up going on 4 months of waiting. 20% discount is not significant and only a promo price that you offered in a general email to any repeat customer. Because you sent my original order to someone else and the pushed me into backorder status 2 more times is extremely frustrating and unacceptable. I will only do it if there is a significantly deeper discount. I've read the customer service reviews...they are horrible.
Regards,
L*** **********Initial Complaint
Date:02/09/2024
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 sent a warranty return to HOKA at the beginning of January and it was received by Hoka's return department on January 8, 2024 (as seen here in the USPS tracking - 9534******************). The email Hoka sends out when you submit a warranty return says it will take 5-10 business days from the receipt of the item at the returns department (email attached). It is now February 9, 2024 and I have received no communication from Hoka on the status of my return. I have contacted Hoka's customer service multiple times and each agent has given me a new deadline on when my return will be processed. I continue to reach out once each deadline passes, and I'm told to wait another 3-5 business days (and then that passes and still nothing). Hoka has multiple different time frames listed on it's website on how long it should take (5-10 days, 10-15 days, and 1-3 weeks) all of which have passed since my return was received. I have now been out a pair of shoes for over a month with no idea when I will receive them or my store credit to get a new pair. I am asking Hoka to process my return immediately, as promised, or to send the store credit for the item. Screenshots of the chats I've had with multiple agents are attached, all promising different things. The order number is RA00426521_RCRT.Business Response
Date: 02/12/2024
We apologize for the delay in processing your retail
return. Our Returns Department is currently experiencing a high volume of
returns, which has caused some delays. However, please be assured that they are
working diligently to process returns in the order they are received. Upon
reviewing your account, we can confirm that your retail return (602136826_RCRT)
was processed today, 2/12. You should have received an email with the details
of your site credit, which you can use to reorder at your convenience. We
kindly ask that you check your spam folder, as these emails sometimes get
filtered there. We hope this information is helpful!
You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #21270606 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 02/12/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21270606, and find that this resolution is satisfactory to me.
Regards,
J****** ****Initial Complaint
Date:02/06/2024
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.
ORDER #24270779.....shipping to D******* ******, *** ******* ****** **** *** NY, NY 10040
Boots were ordered before christmas.....they were too small.....I initiated the return for a larger size, and a shorter, less expensive boot version. According to UGG they received my return on January 22nd! Their policy is a 10 day turnaround........I spoke with two humans last week who could tell me essentially nothing; I had to turn to Facebook to contact UGG. I was told "yes" we have your return and it will be processed on February 5th......I contacted them yesterday to confirm and NO, no it hasn't been processed and will take another 5 days.....we wanted these boots for a vacation and, clearly that won't happen. UGG has absolutely no way to expedite a shipment and they have no idea what the definition of customer service is. In fact, they even had the address (above) wrong. I cannot even get a definitive response on whether or not they have CORRECTED the address.Business Response
Date: 02/07/2024
Thank you for reaching out
to us regarding your return NA2****779_EX. We understand how frustrating this
is, as you were looking forward to wearing these boots on your vacation.
Unfortunately, we have no way of expediting a shipment, as we need to follow
the return policy timeframe. Returns are processed in the order they are
received. However, it does look like a request was submitted for your return
two days ago. We have updated your return to a refund. Please note that our
system will default to the original shipping address, and we are unable to ship
your exchange to a different address. If you would like to reorder to the
updated shipping address, please do so at your convenience. Please note that this could take 3-5
business days to be processed. We hope this information helps.
You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID # 21254469 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/08/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21254469, and find that this resolution is satisfactory to me.
I WANT MY REFUND PROCESSED IMMEDIATELY........IF YOU WERE UNABLE TO PROVIDE THE BOOKS YOU, OR ONE OF YOUR INCOMPETENT WORKERS, SHOULD HAVE TOLD ME THAT IN THE FIRST PLACE!!!!!!!!!!!!! IMMEDIATELY.......I WANT MY REFUND IMMEDIATELY. THE LEVEL OF YOUR INDIFFERENCE AND YOUR DISREGARD FOR CUSTOMERS IS SURPASSED ONLY BY YOUR INCOMPETENCE.
Regards,
M****** ******Initial Complaint
Date:02/06/2024
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 ordered and received a repair of Uggs and they didn't fit, I didn't want to exchange, so I sent back for a refund. I send them back on January 12, 2024. I called and an agent told me that they had received the merchandise back. I still haven't received my refund nor correspondence regarding the refund. After reading all the complaints, this place should be shut down.
I'm requesting that I get my refund without further delay.Business Response
Date: 02/06/2024
Hello
Cheryl,
Thank
you for reaching out to us regarding your return NA2*****30_RT. We apologize
for any inconvenience this may have caused. It seems that your package was
received at our warehouse on 1/22/24. Typically, returns are processed within
5-10 business days. If it takes longer than that, we will escalate the matter
to our processing teams for further investigation. Please note that processing
times usually range from 3-5 business days. You can expect to receive an email
soon with more details about your refund. We hope this information helps
clarify our return process.
You can
reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21252442 if you need
any further assistance.
UGG
Customer Care TeamCustomer Answer
Date: 02/07/2024
Complaint: 21252442
I am rejecting this response because: It has been 13 days and their website haven't been updated since I took the package to the USPS. It's not acceptable.
Regards,
C***** ******Business Response
Date: 02/08/2024
We are sorry to hear that you are rejecting this
information. We understand that there may be some confusion regarding the
return tracking number. Once USPS hands off your return to our shipping
carriers, the tracking number will no longer be updated on the USPS website.
However, we can confirm that your package was delivered to our warehouse by our
shipping agent on 1/22. Your information was forwarded to our processing teams
on 2/6, and they should be following up with you by 2/13 with more information
regarding your return. Thank you for your patience.
You can reach out to us here on BBB or directly
at [email protected] with your BBB ID # 21252442 if you
need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/16/2024
The dispute has been settled. I have learned to never purchase from Ugg again. The BBB for your assistance
Customer Answer
Date: 02/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21252442, and find that this resolution is satisfactory to me.The dispute has been settled. I have learned to never purchase from Ugg again. The BBB for your assistance
Regards,
C***** ******Initial Complaint
Date:02/06/2024
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 received a pair of UGGS for Christmas that didn’t fit from my mother in law, we went online and submitted an exchange request on 1/11 and sent them back. They were received 1/17 but ugg says they received them 1/23.
I contacted Ugg 1/18 was told within 10 days of receiving my exchange that I my new pair will be sent out but they hadn’t received it yet, even though my side said they did on 1/17.
I contacted Ugg again multiple times between 1/17-2/1 and they still hadn’t processed my exchange, I explained my frustration and asked for them to please try to expedite my order to me before winter was over. NO ONE would even try to help me till 10 days went by. On 2/1 uggs telling me now it’s 10 business days and I have to wait till 2/6 till they can reach out to the warehouse to see what’s going on.
It’s now 11:30pm on Monday 2/5 and my exchange still hasn’t been processed. They’ve had my return sitting in their warehouse now for almost 2 weeks (according to them) really almost 3 and still nothing.
This is absolutely unacceptable, I wanted to exchange the SAME PAIR 1 size up and Christmas was a month and a half ago. Please someone help me!!! I will NEVER shop here again!Business Response
Date: 02/06/2024
Thank you for reaching out
regarding your return NA23568897_EX. Your return was delivered
to our warehouse on 1/23. However, it appears that on 1/17 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. As of today, 2/6, it appears that your exchange
is awaiting shipping and should be shipping out soon. Once shipped, you should
receive an email with additional details and tracking information. We hope this
information is helpful!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21251921 if you need
any further assistance.
UGG Customer Care TeamInitial Complaint
Date:02/05/2024
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.
Basically my package said it was delivered and I’ve been reaching out to them since telling them I never got this package. Now I’m out of $300 dollars and the boots and anytime I reach out I’m getting told to wait 2 more weeks. It’s been 2 months now I would like either another boot sent to my PO Box and simply my refund.Business Response
Date: 02/05/2024
Thank
you for contacting us about your lost package NA22682957. We understand that it
can be disappointing to not receive your order. Unfortunately, we are unable to
submit a claim on your behalf. We apologize for any miscommunication and
inconvenience. We highly recommend reaching out to UPS directly for assistance
in submitting a claim for your package, which is associated with UPS tracking
number 1Z208W3*********10. You can reach them directly at 1-800-PICK UPS to
receive assistance submitting your claim.
You can reach out
to us here on BBB or directly at [email protected] with
your BBB ID # 21245976 if you need any further assistance.
UGG Customer Care
TeamCustomer Answer
Date: 02/06/2024
Complaint: 21245976
I am rejecting this response because: I was told two different times that you guys submitted my claim to them already and to wait 15 business days. So you mean to tell me this whole two months I needed to submit the claim ? I don’t appreciate how I’m being handled as a customer. Just forget all the time I’ve waited.
Regards,
C****** *****Business Response
Date: 02/06/2024
We are sorry to hear that you are rejecting this
information. We apologize for any inconvenience caused by the ongoing issue
with your lost package. As a one-time courtesy, we have processed a refund of
$307.10 to your Visa ending in 4256. Please note that while the funds are
released immediately on our end, it may take a few business days for your
financial institution to reflect the refund in your account, depending on their
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 # 21245976 if you need
any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/06/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21245976, and find that this resolution is satisfactory to me.
Regards,
C****** *****Initial Complaint
Date:02/01/2024
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 have been trying to get a refund for 3 weeks now. I keep contacting Ugg customer service which is nonexistent and you can’t reach anyone or when you chat they blow you off. I finally spoke to someone on Jan 30, 2024 Liz, she confirmed they have the return in the warehouse and she said I would have it by the end of the week. It is February 1st and I have not received it yetBusiness Response
Date: 02/01/2024
Thank you for contacting us regarding your return NA19***042_RT. We
apologize for any frustration caused by the lack of communication regarding
your return. We will ensure that your feedback reaches the appropriate teams
regarding the difficulty of contacting our Customer Care Team. Our Returns
Department is currently experiencing a high volume of returns, resulting in a
processing delay. We have submitted a request to our processing teams to
investigate further. Please note that this process may take 3-5 business days,
and you will receive an email once your return has been processed. Rest
assured, our teams are working diligently to process returns in the order they
are received. We appreciate your patience.
You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #21231207 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/31/2024
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 November 24th, 2023, I ordered two pairs of shoes from this company. They arrived shortly after, and on December 8th, I sent them back for an exchange. This is where things went wrong. Despite me requesting text updates and monitoring the tracking number, I received no updates onthe status of my return. By the week after Christmas, I was concerned and reached out to customer service via chat. The shoes were sold out on their site at this point. I was assured that they had just received my order on December and that it would be fulfilled. They let me know that if for any reason it could not be fulfilled, they would provide me with a refund. At the time, this was sufficient. Another two weeks passed with nothing so I again reached out and asked for a refund. At this time, I was told my exchange was already processing and I was not eligible for one. I was instead told that I would have to return to sender once I received the shoes. The representative, Shae, assured me that I would get a tracking number in three business days. She also promised that she was setting me up to receive text updates for the order. Well of course three business days passed and I still have nothing. At this point, I just want my money back. I spend a lot of money with UGG and this entire experience has really ruined it for me. I most likely will not be purchasing with this company ever again.Business Response
Date: 02/01/2024
Thank you for reaching out to us regarding your return NA22679438_EX. We
apologize for any confusion regarding the status of your return. We will
address this issue with our Customer Care Team to ensure better communication
in the future. Based on our records, it appears that your return was received
at our warehouse on 12/29. Returns typically take 5 – 10 business days to
process after being received at our warehouse (excluding holidays). Please keep
in mind that processing times may vary due to high volume, and we are currently
experiencing a high volume at the warehouse. Since it has been past the return
timeframe, we have sent this information to our processing teams. Once your
return is processed, you will receive an email with further details regarding
your refund. Please note that it may take up to 3-5 business days for your
request to be processed. We appreciate your patience during this time.
You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID # 21229175 if you need any
further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/01/2024
Complaint: 21229175
I am rejecting this response because:
Regards,
S******** *******
I am rejecting this response because I have already been waiting for two months to get an answer from this company regarding the status of this order. Also, I am unwilling to trust waiting additional time for anything else to process considering I have never received any communication throughout all the waiting I have been doing for weeks on end, now. If an immediate refund is not an option, I will only accept if there is some way to track or monitor this processing period.I need you to be completely transparent regarding this process.Business Response
Date: 02/02/2024
We are sorry to hear that you are rejecting this information. We apologize for
any frustration caused. We understand that the processing timeframe is not ideal,
and our Returns Department is working quickly to process returns. Since your
return has not been processed yet, we have already submitted a request to our
processing teams to investigate this further. Unfortunately, we are unable to
expedite returns as our processing teams handle them in the order they are
received. You should receive an email soon with more information about your
return. We hope this information helps!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21229175 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/05/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 21229175, and find that this resolution is satisfactory to me.
Regards,
S******** *******
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