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

570 total complaints in the last 3 years.
260 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:01/30/2024
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 my order three weeks ago and hoka got the shoes back on the 18th of January and still have yet to refund me for my order. I have contacted them many times and they just keep telling me to wait. This is getting ridiculous.
Business Response
Date: 01/30/2024

Thank
you for contacting us about your return NA2******8_RT. We have reviewed the
information and can confirm that your return was delivered to our warehouse on
1/22/2024. Please be aware that returns typically take 5-10 days to process
after they are received at our warehouse. The processing time may vary
depending on the volume of returns we are currently handling. Once your return
is processed, you will receive an email with more details about your refund.
Please understand that we are unable to expedite individual returns, as they
are processed in the order they are received. If you have not received a
confirmation by 2/6, please contact us and we will be glad to submit a request
to our processing teams for further investigation. We appreciate your patience,
and we hope this information clarifies our return process.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21220063 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 01/30/2024

Complaint: 21220063

I am rejecting this response because: I have already been waiting this long

Regards,

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

Business Response
Date: 01/31/2024

We are sorry to hear that you are rejecting this information. We understand that the processing timeframe may
not be ideal for you. Please note that with the influx of returns being sent to
the warehouse on a daily basis, there may be a delay. However, rest assured
that our Returns Department team is working quickly and efficiently 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 # 21220063 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 01/31/2024

Complaint: 21220063

I am rejecting this response because: ok will await the refund and ask that this case stay open until refunded is received

Regards,

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

Customer Answer
Date: 02/05/2024
Now being told to wait another 3 to 5 days for a refund request to go though then another 3 to 5for the refund to come this is getting ridiculous. I returned these show on January 12th and if I have to wait this long again it will be over a month that I waited. This is unacceptable. I want my money back and I want it back now!!!
Initial Complaint
Date:01/29/2024
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 ordered a 2 pairs of uggs boots for Christmas gifts and only 1 came the other package was stole out the box a men sz9 boots I have been getting the run around with Deckers to credit my money back to my credit card 192.60
Business Response
Date: 01/29/2024

We are sorry to hear that
you did not receive one of your orders. We understand how disappointing that
can be, especially when it was intended as a Christmas gift. Upon review, the
investigation was closed on 1/11 since UPS was unable to contact you regarding
order NA2*****54, resulting in the claim being denied. When a claim is denied,
we are unable to dispute it or reopen it. We recommend contacting UPS to see if
they can reopen the claim for you. However, if the claim status changes to
approved, please reach back out to us and we can proceed with a 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 # 21215502 if you need any
further assistance.

UGG Customer Care Team
Initial Complaint
Date:01/29/2024
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.
First of all, I ordered some boots for my granddaughter about three weeks ago and they were too big, so I immediately return the item back to UGGs for exchange for smaller size. I called customer service to see if they received the item and the customer service stated that they have I asked the customer service to see if they can do a refund today since they don’t have the item size that I need that I requested, also the customer service stated that I would have to wait until February 5 to get my refund back even though I already been waiting three weeks. I did ask for a manager or supervisor and the customer service stated that she couldn’t transfer me nor is no supervisor manager available so at this point I’m getting frustrated and overwhelmed that I can’t get my refund back That I requested not sure why they’re making me wait for my refund because they don’t have the size shoe that I requested so at this point I feel tortured at this point UGG has their item returned back. They have their boot returned but I don’t have my exchange, nor my refund. This has been a horrible nightmare as a loyal customer .
Business Response
Date: 01/29/2024

Thank you for contacting us
regarding your return NA2******2_EX. We apologize for any inconvenience caused.
Please be advised that returns are evaluated and processed in the order they
are received at our warehouse. While most returns are processed within 5 – 10
days, we kindly ask for your patience and allow up to 15 days for your
return/exchange to be processed after it has been received. Processing times
may vary depending on the volume of returns. Unfortunately, we are unable to
expedite the processing of your return. Rest assured, our teams are working
diligently to process returns as quickly as possible. If you have not received
any emails regarding your return by 2/5, please reach out to us and we will be
happy to submit a request to our processing teams. Thank you for your
understanding and patience.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21214352 if you need any
further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/29/2024

Complaint: 21214352

I am rejecting this response because:

I already been patient long enough, not sure why I’m being punished for requesting a refund today knowing you don’t have the item size in stock I’ve been dealing with this horrible situation since February 11th 2024 this is not fair you treat your loyal customer like this.,,

Regards,

W***** *****

Business Response
Date: 01/30/2024

We are sorry to hear that you are rejecting this information. We understand
that the current timeframe for processing returns may not be ideal, and we apologize
for any frustration this may have caused. We want to assure you that we never
intend for our customers to feel punished in any way. However, please note that
processing times can vary based on the volume of returns we receive. Rest
assured that all returns go through our evaluation process and are processed in
the order they are received. Our Returns Department is working diligently to
process returns as quickly as possible. If you have not received any updates by
2/5, please reach out to us again, and we will be happy to forward your
information to our processing teams. 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 # 21214352 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 02/04/2024

Complaint: 21214352

I am rejecting this response because:
I’m am still not satisfied due to this exhausting process that you make me as a customer go through.

Regards,

W***** *****
Initial Complaint
Date:01/29/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On November 2, 2023, I placed an online order with Ugg/Deckers Brand for a pair of Chestnut color Tazman Slippers in a size 11/womens (order #NA******61). These slippers were on back order and impossible to find in stores locally, but they were the only thing my daughter asked for this Christmas. It gave me an estimated date of arrival of 12/16 so I took a chance on them. I set up payment through PayPal which was to charge when the items shipped.

On 12/8/23, I received an email notification from Deckers Brand that they attempted to charge the Payment through PayPal and was unable to charge it so they created a new bill in the amount of $118.80 which they were trying to collect. I also received a notice from PayPal of this new charge (but also saw the old, pending charge outstanding). I contacted PayPal and was told that this was unusual (I had funds to cover the original payment) but they had declined the initial because of the delayed time in which Deckers tried to put the charge through. In the meantime of all this- I did not receive the slippers. PayPal suggested that I communicate this with the seller before submitting payment. I then responded to Deckers (almost immediately) and shared that I did not receive the item. The responded with confirmation from UPS that it had been delivered. We went back and forth for weeks- I filed a claim with UPS/ Spoke to a delivery person with UPS who confirmed that it did NOT actually get delivered to my home. Additionally, I filed a Police Report on 12/22/23 with the Montgomery Illinois Police Dept. I received an email from Deckers Brand on 1/8/24 stating that they were honoring the lost claim through UPS and that the balance would be cleared. I requested contact information for a supervisor about 15 times through this entire process and never received a response to that. So I just received notification dated 1/15/24 from Remex. INC, A collection agency, stating that Deckers has sent this bill to collections.
Business Response
Date: 01/29/2024

Thank you for contacting us! We apologize for any confusion regarding your
order NA******61. Upon further review, it appears that our Collections team
sent an email 3 hours ago regarding this matter, and the claim has been
approved. As a result, the balance will be canceled with collections, and you
can disregard the invoice from collections. We apologize for any inconvenience
caused.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21211746 if you need any
further assistance.

UGG Customer Care Team
Initial Complaint
Date:01/25/2024
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.
After making a purchase with the UGG company, and following the return policy to set up a refund for three items the company received their items and refunded me for only two I brought it to their attention that item had not been refunded, and they had informed me that an exchange was instead being sent out that I did not request. They were unwilling to cancel the item from being sent out nor contact the carrier ups to have it return to sender because it would cost them and were overriding the policy that an error made on their end would be correct by the hug company. After spending two hours on the phone with their reps and supervisor they then denied to send me and email to verify the facts so I could dispute this with my bank and said that my only option was to wait for this item to be sent out then sent back essentially making me wait over a month for my refund. I do not live near an ups and would need to travel 45 mins to correct an error made my such a horrible company.
Business Response
Date: 01/25/2024

Thank you for contacting us
regarding your return NA22*****4_EX. Upon review, it appears that you
originally created a return label on 12/3/23 and requested an exchange for the
Women's The UGG Lug in a different colorway. This may be the reason why our returns
department processed this item as an exchange instead of a refund.
Unfortunately, the item has already shipped out, so we are unable to submit a
request to have it returned to us. You can reach out to UPS directly to submit
a request to have the package returned to us for a refund. Please keep in mind,
we also provide an efficient and easy to use return process to allow you to
return your item for a refund after it has been received! Simply visit
bit.ly/UGGReturn and enter your order number and billing zip code to begin.
Select request a refund and will provide you with a complimentary return
shipping label to return the item to our facilities via USPS. Once your return
has been processed, you should receive a confirmation email with info regarding
your credit. Again, our apologies for any convenience caused!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21196220 if you need any
further assistance.

UGG Customer Care Team

Customer Answer
Date: 01/25/2024

Complaint: 21196220

I am rejecting this response because: as you can see from the images, I have linked above that label id YAWF9W9W for the exchange was not used, and after such a horrible experience with this company, I proceeded to request a refund using YATNGY69 that was only partially fulfilled. Your representatives that I spent two hours on the phone with yesterday made the claim that the wrong label ID was used where I then sent you a receipt from the post office showing that the correct label ID ending in Y69 was indeed used. Your company then denied to send me an email so I could dispute this with my bank so y’all would not have to Give me my money in a timely manner, and instead tell me that y’all will not pay to route your package back To your California warehouse. This decision was made to extend the time that I have to experience in order to get my money that I requested back. This was an error on your end, and your policy state that you would take action in these situations, but denied taking ownership, And making the situation more complicated for me than it should’ve been. I’ve made a simple request which we both know you have full authority to do, which is Route your package back to your warehouse and pay the fee due to your mistake. I was also advised that any calls text or emails would be ignored so I could not have record of Y’all confirming the error on your end.

Regards,

O***** *****

Business Response
Date: 01/26/2024

We are sorry to hear that you are rejecting this information. It appears that there was a request to return the package to the warehouse on 1/24.
Once the package is received at the warehouse, please contact our Customer Care
Team, and they will be able to assist you with processing your return. Thank
you for your understanding.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21196220 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:01/24/2024
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 2 pair of boot with 2 different order number on 1/11/2024. Both orders were delivered to UGG warehouse on 1/16/2024. I contacted UGG customer service for the refund, but every time, every agent told me the different. First agent told we that once their warehouse receive the package they will process the refund. One agent told me it take 5 business days to get the refund. One told me wait 10 business days to get refund. I am tired of these excuses for delaying customers’ refund. Every compliant states wait couple weeks and month but no refund. I don’t understand how a big company but just hold customers’ money and keeps pushing out. You took my money so fast when the item leave your warehouse but do not refund for couple weeks when you have them. $286 is not a small amount for me, all I need is just getting my refund on both orders.

1. Order Number:: NA2******7_RT (2nd pair under this order number, please do not mix up with the 1st pair I returned on 1/4/2024).
Item: 112***3-CHE-07
USPS TRACKING #92******************139919

2. Order Number:: NA2****178_RT
Item: 112***3-CHE-08
USPS TRACKING # 92******************601189
Business Response
Date: 01/25/2024

Thank you for contacting us
regarding your returns. We apologize for any confusion regarding our processing
times. Returns typically process within 5 – 10 days, but please allow up to 15
days after receipt at our warehouse for your return/exchange to be processed.
Processing times may vary based on volume. Upon review, it appears that both
returns were delivered to the warehouse on 1/16/2024. Once processed, you
should receive an email with additional details about your return. If you do
not receive an email by 1/30/2024, please reach out to us again so that we can
further assist you. We appreciate your patience, and 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 # 21193247 if you need any
further assistance.

UGG
Customer Care Team
Customer Answer
Date: 01/30/2024

Complaint: 21193247

I am rejecting this response because despite waiting for what UGG promised customers, I still did NOT receive any return nor refund notification. It’s been over 2 weeks UGG received my returns but they do nothing. All I need is just getting my money back. I am tired of hearing different customer service told me different date for the return process and please stop asking customer to wait if you have already known nothing would happen! UGG please refund my money of my two returns.

1- Order Number: NA2******7_RT (this is the 2nd pair return under this order number. Please do not mix up with the sand color I returned on 1/4/2024)
Item: The women Tazz in “Chestnut” in size 7
USPS TRACKING # 92******************139919

2- Order Number:: NA23479178_RT
USPS TRACKING # 92******************601189

Regards,

C***** ***

Business Response
Date: 01/31/2024

We are sorry to hear that you are rejecting this
response. Since it has been 10 business days, we have forwarded this
information to our processing teams so that they can further investigate this
for you. Once processed, you should receive an email with additional details
about your refund. Please keep in mind that processing times for these requests
are typically 3-5 business days. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21193247 if you need any further assistance.

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

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21193247, and find that this resolution is satisfactory to me.

Regards,

C***** ***
Initial Complaint
Date:01/22/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello, I purchased several orders on your official website, but later found that I no longer needed them, so I initiated a return. I used the provided labels and correctly shipped them to the post office. However, the return process seems different from my experiences on other shopping websites. Most of the items were handed over to your return and transportation agent by USPS on January 8th and 9th. It has been two weeks, and I haven't received any updates. I cannot obtain any information about these packages.

I asked the online customer service on your website, and they told me it's normal and asked me to continue waiting. However, I noticed that many other customers are experiencing similar issues. This seems unusual because there is no information even after the deadline. Can you check the status of my return packages? I'm referring to the shipping information with the return and shipping Agent.

I want to know if they have been delivered. The shipping information has not been updated for two weeks. USPS says they have no more parcels and won't update the logistics information.

If you have already received the return, please proceed with initiating the refund process for my order. If you have not yet received the return, please inform me about the current whereabouts of my return package. According to USPS tracking, it has been delivered to the return and shipping agent, and this should evidently be your responsibility to handle.

The order numbers are: NA25154516, NA25154505, NA25146123, NA25145910, NA25145654, NA25098857, NA25098842, NA25098722, NA25098073, NA25098067, NA25098049, NA25097824.
Business Response
Date: 01/25/2024
Hello
J****,

Thank you for reaching out! We apologize for any inconvenience caused by the
delay in updates on your returns.

Upon
review, it appears that your order NA25154516_RT was processed on 01/22/2024 in
the amount of $475.96 to your Visa ending in 4859. The refund should reflect
within 3-5 business days.

Regarding
return NA25154505_RT, the last scan was on 1/13/2024. As it has been more than
7 days since the last scan, we have submitted a request to our processing
teams. Please note that processing times are 3-5 business days. Once processed,
you will receive an email with additional details.

Regarding
return NA25098857_RT, it was received at the warehouse on 1/13/24.

For
returns NA25146123_RT, NA25145910_RT, and NA25145654_RT, it appears that your
returns were delivered on 1/15/24.

For
returns NA25098842_RT, NA25098722_RT, NA25098073_RT, NA25098067_RT, and
NA25097824_RT, they were received at the warehouse on 1/16/24.

Regarding
return NA25098049_RT, it was received at the warehouse on 1/17/24.

For the returns that have
not been processed yet, please allow up to 10 business days for the return to
be processed. Please keep in mind that returns are processed in the order they
are received, so you should receive an email soon. We hope this information is
helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21176061 if you need any
further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/25/2024

Complaint: 21176061

Hello,
Thank you for your prompt response. However, I have a question about the statement, "Please keep in mind that returns are processed in the order they are received." The order NA25154516_RT arrived at the warehouse on 01/22/24, and I received the refund promptly. Nevertheless, other orders that arrived earlier have not been processed.
Regarding the return NA25154505_RT, I would like to clarify my responsibility. It indicates that it has been delivered to the return agent, suggesting it is under your responsibility rather than USPS. Therefore, if it gets lost, I assume I don't need to contact USPS, is that correct?
Regarding the return NA25098857_RT, it has been 10 business days, and I still haven't received any updates. As for orders NA25146123_RT, NA25145910_RT, NA25145654_RT, NA25098842_RT, NA25098722_RT, NA25098073_RT, NA25098067_RT, NA25097824_RT, and NA25098049_RT, I understand that even after 10 business days, there may still be no updates. Could you assist me in requesting expedited processing for these orders? This money is crucial for me, as I need it to sustain my livelihood.

Regards,

J**** ***

Business Response
Date: 01/26/2024
Hello J****,

We apologize for any confusion caused. Our system may begin processing a return
or exchange before it is received at our warehouse after the return label has
been scanned by the carrier. However, if you have multiple returns, we will
need to wait until your returns are delivered to the warehouse before
processing them in the order they were received.

Regarding return NA25154505_RT, there is no need for you to
contact USPS. We have already submitted a request to our processing teams, and
they will investigate further and process it within 3-5 business days.

For returns that were received at the warehouse on the
15th, we will need to wait until after the 10-business day mark to submit a
request to our processing teams. This will be on 1/30, as 1/15 was a holiday
and we do not process returns on holidays.
Please note that we are unable to
expedite any return requests, as our Return Department carefully reviews each return
sent to our warehouse. We hope this clarifies the return process for you.

You can reach out to us here on
BBB or directly at [email protected] with your BBB ID # 21176061 if
you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/26/2024

Complaint: 21176061

I am rejecting this response because:Thank you very much for your explanation; it has provided me with a clearer understanding of the final date.
Does this mean that, apart from the package NA25154505_RT, my other packages will be processed for a refund by 1/30? Even if there might be a 1-2 day difference in their arrival times at the warehouse.
I completely understand your meticulous approach to the return process, but I hope you can also understand my unease about the lack of a specific date, as the waiting time has been quite lengthy.

Regards,

J**** ***

Customer Answer
Date: 02/01/2024
As of February 1st, my return orders show no progress, and I've received no response on BBB. Why haven't my orders been refunded?
I'm yet to receive any email regarding the status of order NA25154505_RT. This is highly frustrating.
Is this the level of customer service from UGG?
Initial Complaint
Date:01/18/2024
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 ordered two pairs of boots on September 9 and they were shipped to another city I never picked them up and they stayed at the pick up location for over two weeks I never received a replacement or my money back I paid a 165 dollars for those boots
Business Response
Date: 01/24/2024

Thank
you for contacting us regarding order NA19624080. We understand that it can be
frustrating when your items are not delivered to you. Upon further review, it
appears that our team responsible for handling such matters sent an email to
you on 12/19/2023. Your investigation, which was submitted on your behalf with
the carrier regarding your lost package, has been concluded. FedEx has
determined that the package was successfully delivered to your location and has
denied your claim. Since FedEx has denied the claim, please note that we are
unable to further assist with a refund on your order. If you believe that this
decision was made in error, we recommend reaching out to FedEx directly to
reopen a claim for your package, as we are unable to dispute or reopen a claim
once our shipping carriers have denied it. If you are able to reopen the claim
and if the claim status changes to approved, please reach back out to us, and
we can then further assist you with a refund. Our apologies 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 # 21164117 if you need any further assistance.

UGG
Customer Care Team
Initial Complaint
Date:01/18/2024
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.
We ordered 2 pairs of expensive Uggs. I returned one of the pairs (NA******90_RT) on December 30th 2023. It is mid January. The shoes were successfully delivered to Deckers, yet they are still saying the package is on its way. They are in possession of the items, yet I still have not received confirmation of the return, or a refund. It turns out this happens to many, many others! May be time for a class action lawsuit. I returned the pens in perfect, unused condition and they were successfully delivered to Deckers, but there has been no talk Off a refund. They gave my funds AND their product.
Business Response
Date: 01/18/2024

Thank
you for reaching out to us about this. After reviewing the information, we see
that your return was delivered to the warehouse on 1/11/24. However, please be
aware that it may take 5-10 business days (excluding holidays) for your return
to be processed. Returns are processed in the order they are received, so there
may be a slight delay due to the current volume of returns. Rest assured, once
your return is processed, you will receive an email with further information
about your refund. Thank you for your patience.

You can reach out
to us here on BBB or directly at [email protected] with
your BBB ID # 21161937 if you need any further
assistance.

UGG Customer Care Team
Initial Complaint
Date:01/18/2024
Type:Customer Service 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 contacted UGGS about my tampered and stolen contents from my package on 12/9. They told me that they would file a claim and look into it and someone would email me in 15 business days. I also filed a police report as well. I called back that same day because I was not given a claim number and the person I spoke to told me that they do not provide claim numbers but they would initate a claim me and to provide pictures of the box and the packing slip. I explained to the person on the phone there was no packaging slip and it was just an
empty box intentally left upside down to look intact. I sent them the picture i had of the box. I have contacted them numerous of times for an update and I was told them same thing. 15 business days had passed and I did not hear back from uggs so I contacted them again 1/3 and was told that the processing team was waiting on UPS because they require more information. According to my tracking they had just initiated an claim even though I had contacted them 12/9 about it and it would take an additional 5-10 days to hear back from someome . I called on 1/4 and the person I spoke to told me to send them the police report which I provided. UPS contacted me and then told me that i would have to reach out to UGGs for a follow up. I contacted them today via their text feature and my message was ignored. I contacted them via the chat feature and they told me cause UPS closed the case with proof of delivery they can't issue me a refund or replacement and I should contact UPS or my bank to dispute the charge.

I have contacted this company and they never reached out followed up with me and I have had to reach out for updated. I would just like a refund for an item I did not receive as this has been really stressful to deal with and they have just leading me around in circles.
Business Response
Date: 01/18/2024

We apologize for
the inconvenience caused by the theft of your package. After reviewing the
details, it appears that our processing team sent you an email yesterday
regarding the final decision of your claim for order NA23739172. However, as a
one-time courtesy, we have gone ahead and refunded your order in full so you
can replace your item at your convenience. Your refund of $188.14 will be
reflected on your Visa ending in 9081 within 3-5 business days. Please note
that we cannot dispute claims with our shipping carriers for future packages,
and if a claim is denied, you will need to reach out to our shipping carriers
to reopen the claim. Additionally, we are unable to refund a lost package claim
if it has been denied unless there is a change in the status of the claim. We
recommend that for future orders, you have them shipped to a UPS access point
to avoid this from happening again. We hope this information is helpful!

You can reach out
to us here on BBB or directly at [email protected] with
your BBB ID # 21161009 if you need any further
assistance.

UGG
Customer Care Team
Customer Answer
Date: 01/19/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21161009, and find that this resolution is satisfactory to me.

Regards,

M****** ****

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