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:12/28/2023
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 am writing to you because I can not get any help with UGGs customer suport. The item does not fit well and was order last week for Christmas and when I called to return Uggs says they cannot find my order number.

My transaction ID Paypal number is #09919********163J and the transaction ID in my email is #0AA41******17525N.

I have a conformation that shows payment on 12/12 for $98 + tax = $102.53 and was delivered on 12/15.

UPS delivery tracking ID was 1Z2079RR*********2.
Business Response
Date: 01/01/2024

We
apologize for the inconvenience caused by the trouble locating your order. It
appears that there was a typo in your email address, which was entered as
"[email protected]" instead of "[email protected]".
This is why they were unable to find an order associated with your email
address. To initiate the return process, please visit bit.ly/UGGReturn and
enter your order number NA24*****0 and billing zip code to begin. Once
completed, you will be provided with a complimentary return shipping label and
instructions on how to proceed. Please be sure to keep your return tracking
number for your reference and have the package scanned at your nearest USPS
location to send back to our facilities. Once your return has been processed,
you will receive a confirmation email with details of your exchange or 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 #21064336 if you need
any further assistance.

UGG
Customer Care Team
Initial Complaint
Date:12/28/2023
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.
Horrible customer service a lot of attitude misinformed during holiday season placed to order due to misinformation was told several times one order was cancelled and the item was a gift . Both orders went out after being told one not processed and cancelled . Now because it was a gift I have to get my mother to do a return .
Business Response
Date: 01/01/2024

We apologize for any
inconvenience caused by the back and forth regarding your order NA24808735. We
appreciate your feedback and will share it with our Customer Care Team to
improve our communication in the future. It appears that our team has already
provided you with a return label. To return your order for a full refund,
please follow the instructions in the email sent to you on 12/29. Thank you for
your understanding.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 21063383 if you need
any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/02/2024

Complaint: 21063383

I am rejecting this response because: they sent a return label but it’s an inconvenience seeing that it was a gift to my mom so now my mom has to do the return process. There should never be that much miscommunication with several different agents. I have money that’s held up during the holiday season. I’d like a discount on the product that I’m going to keep as I have to wait for the other one to be returned, and to be refunded.

Regards,

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

Business Response
Date: 01/03/2024

We are sorry that you are rejecting this
information. We sincerely apologize for any inconvenience caused to your
mother. We are unable to return to sender since the package has been
successfully delivered. As a one-time courtesy, we would like to offer you a
10% discount on your order NA24829635 to make up for the troubles. If you would
like to take us up on this offer, please let us know and we will process the
refund for you. Thank you for your understanding.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21063383
if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/04/2024

Complaint: 21063383

I am rejecting this response because: I received my student discount on the order itself 10% is nothing. It’s fine I just won’t ever order from Ugg again.

Regards,

J****** ******
Initial Complaint
Date:12/26/2023
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 SHOES FROM MY KIDS AND NEVER RECEIVED THEM. AFTER CALLING UGG I WAS TOLD I WAS GONNA RECEIVE my money back but couldnt because it was over 300 dollars so the issue had to be escalted to a higher level. after reaching out i was told they had to contact ups to get a update from them and to call back in 3 weeks . 3 weeks went by and i called back now i was told ups tried calling me and i was unavailable which isnt true i never got a call from them. the representive then ask if i can be reached anohter way and i give him a new number he says they will reach out n give ups the number . i call 2 days later for a update and now im told the ticket was closed because ups couldnt reach me and i cant get a refund. after i was told differently a few days before. i want my money back i worked hard for that money and just to not get those items for my kids or a solution to the problem or even a answer as to where my items went . at this time i want for the investigation to be reopened by ups so i can get my money returned to me and ill never do business with ugg again
Business Response
Date: 12/28/2023

Thank
you for contacting us about your lost package. After reviewing the situation,
it appears that UPS made multiple attempts to reach you for further
information, but unfortunately, they were unable to get in touch with you. As a
result, your claim has been closed. Once a claim is closed, we are unable to
dispute or reopen it. If you would like to reopen the claim, please contact UPS
directly for further assistance. Please note that we are unable to process a
refund unless there is a change in the status of your claim. We hope this
information is helpful to you.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21055273 if you need any further
assistance.

UGG Customer Care Team
Initial Complaint
Date:12/26/2023
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 had purchased a pair of hokas in February 2023. The shoes were defective and I initiated a claim on Dec 17 2023 through their one year warranty guarantee. Upon speaking to the representative they told me I could exchange my Clifton 8s for Clifton 9s as the 8s were no longer available in my size.

After shipping the shoes for warranty inspection on Dec 23, I got an email stating that the exchange was accepted and another that an unexpected charge to my card was declined for $34.99 and my exchange was cancelled. I was never informed of this charge nor was I expecting it as I was doing in essence an even exchange under the warranty policy as explained by the previous representative. As explained to me, the warranty process was that the shoes would be exchanged. There was no mentioned of additional charges. Upon calling customer service on 12/23, they said that my item was improperly entered into the system as an exchange vs a warranty claim. Instead of the exchange that was agreed upon through my conversation with the earlier representative, my card would get refunded for a lesser amount than I could purchase the shoes for today as I had originally purchased during a sale. The representative said there is nothing that they could do to help with this matter and was very rude. I don’t find it to be a valid business practice to offer a warranty on an item and not be able to honor and replace that item for an equivalent product. I’d like the BBB to help resolve this matter.
Business Response
Date: 12/28/2023

We apologize for any
miscommunication regarding our warranty policy. We will ensure that this is
brought to the attention of our Customer Care team to prevent any confusion in
the future. Our one-year warranty covers manufacturing defects and defective
materials. If you have a defective item, we are happy to accept returns for a
replacement or credit, if your item is eligible. The process for initiating a
return for a warranty claim is the same as our normal return process. If the
original item is no longer available and you would like to request a different
model, please note that there may be a price difference unless you are
exchanging it for the exact same model. We hope this clears up any confusion
regarding our warranty policy. Regarding your exchange, we have processed a
refund of $118.71 to your original form of payment on 12/23. It may take 3-5
business days for the refund to reflect. We hope this information helps clarify
our warranty process.

You can reach out to us here on BBB or directly at [email protected]
with your BBB ID # 21050693 if you need any
further assistance.

HOKA Customer Care Team
Initial Complaint
Date:12/22/2023
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.
My husband bought these sandals today and he thinks they break too fast .he bought them at outdoors and it cost $40.00. And he wants his money back. He thinks that there will problems of both sandals. They were both $40.00 . We are recovering from covid and we are on oxygen and we are a disabled couple.
Resolution, we want our money back. Thank you
Business Response
Date: 12/28/2023

We’re
sorry to see the issue with your Tevas! Not to worry, we have a one-year
warranty on our products that protects against manufacturing defects and
defective materials; we're happy to accept returns of defective items for a
replacement or credit!

Please
visit bit.ly/ReturnsTeva to begin the return process.

Since
the item was purchased from an authorized retailer, select the "Return an
item not purchased from Teva.com” to initiate a return. Please be sure to keep
your return tracking number for your reference; if for some reason you need to
contact us regarding the return, this is the information necessary to view its
details. We highly encourage that you include a copy of your receipt or proof
of purchase to confirm that this item was purchased within the last year. If a
proof of purchase is not included the item will be evaluated by the
manufacturing date which could exceed our one-year warranty.

Once your return has been
processed, you should receive a confirmation email with info regarding your
credit if eligible. We hope this info is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21044682 if you need
any further assistance.

Teva Customer Care Team
Initial Complaint
Date:12/21/2023
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.
So I ordered my daughter her Christmas gift and the item was on its way to me when ups did a return to sender when contacting UPS I was told Ugg didn’t provide the right shipping label and they were sending it back so I try calling Ugg when I was basically lied to by many of the customer service rep one day I spoke with supervisor who tried to reroute the next day no supervisor available I asked if they could please send me another pair and was told no sorry I mean just awful so now i have a charge of almost $200 and won’t be issued a refund for approximately a month wonder how many customer they do this to just terrible now I don’t have a Christmas gift for my daughter
Business Response
Date: 12/21/2023

We apologize for the delivery issue you experienced with your order NA22****97. We have identified a service disruption that occurred on 12/18, which may have been caused by severe weather or other conditions beyond our control that occasionally affect UPS services. However, we are pleased to inform you that our Customer Care Team has already submitted a request to reroute your package to you. Your tracking number should be updated soon with a new delivery date. We sincerely apologize for any inconvenience this may have caused and appreciate your patience.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21040216 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/22/2023

Complaint: 21040216

I am rejecting this response because:

Why couldn’t that happen three days ago whe. I contacted customer service and I still think they are lying I haven’t received an email stating the item is being sent to me and I haven’t received the item or a refund

Regards,

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

Customer Answer
Date: 12/25/2023
Hello I would like to also say I paid for expedited shipping I would like a refund for that and in the communication sent from the business they stated they were shipping it out well I still haven’t received a tracking number or an email stating that I mean they’ve had $200 of my money for a month now and I have nothing to show for it I want the shoes I ordered for my daughters Christmas gift and I want a refund for the expedited shipping cost at the minimum I would also like an estimate of when or even if I’m getting the shoes
Business Response
Date: 12/28/2023

Thank
you for reaching out again. It appears that our Customer Care Team emailed you
on 12/21 regarding the return of your package to the warehouse. A refund in the
amount of $162.94 was processed on 12/22 for your return NA22****97_RT, which
should be reflected in your original form of payment within 3-5 business days.
Additionally, a refund for your shipping cost of $32.59 was processed today, as
you did not receive your shipment. We apologize for any inconvenience this may
have caused. Furthermore, our Customer Care Team offered you a 10% discount on
a future order. Please contact them directly so they can place an order for you
on your behalf with the 10% discount. We hope this information is helpful!

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21040216 if you need
any further assistance.

UGG
Customer Care Team

Customer Answer
Date: 12/28/2023

Complaint: 21040216

I am rejecting this response because:

Regards,

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

Customer Answer
Date: 01/03/2024
In your first response you mentioned you were resending the package and a new tracking number should be emailed to me in the second response it was you were returning the item well I still have t gotten the package a new tracking number nothing you guys are the worse customer service I’ve ever dealt with bunch of lies I’m going to try to reach out to corporate
Initial Complaint
Date:12/18/2023
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order with Ugg Canada on October 24, 2023. One of the items in my order had a back order availability range of Nov 14-21, 2023. On November 14, the item became available on their website for ready to ship orders. Since I had already placed my order I trusted that the company would honour its obligations. On November 21, instead of shipping the item, they changed the back order ship date to Nov 21-Dec 6. On December 4 I called to follow up and was told my item was ready to ship within the next 2 days. On December 13 my item had not yet shipped. I called back and after the first agent refused to look up order, the second agent looked up my order and said the earliest it will ship will be December 26th. A day after Christmas. She could not explain why my item had not shipped when they had stock available. I decided to post on Ugg Canada’s social media page as their agents were not helpful. Ugg Canada repeatedly deletes my comments (and any remotely negative comments). So I ordered an item as a Christmas present 2 months before Christmas and Ugg cannot explain why they didn’t send it when they had stock. They are not taking accountability and are not being open/transparent with what the problem is or offering to solve it.
Business Response
Date: 12/18/2023

Thank
you for contacting us about your back-ordered item. We understand how
frustrating delays can be, and we apologize for any inconvenience this may have
caused. We want you to have your Tasman slippers too! If the website indicated
that the items were in stock, please know that orders are fulfilled in the
order they are received. Our teams are working diligently to get your item
shipped out as quickly as possible. However, due to the popularity of the
Tasman style during this time, it may take some time to fulfill all orders.
Rest assured, once your item ships out from order NA20955505, you will receive a shipping confirmation with the tracking number. We
appreciate your patience, and we hope your Tasman slippers will be on their way
to you soon.

You
can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21020196 if you need
any further assistance.

UGG Customer Care
Team

Customer Answer
Date: 12/18/2023

Complaint: 21020196

I am rejecting this response because: they have not offered a tangible resolution. At a minimum I would like a confirmation of a firm date of when my item will ship.
The Tasman slippers came into stock over 3 weeks AFTER I placed my order. Had I known Ugg would not honour the orders already placed I would have re-ordered and cancelled my back-order. I would have received the item by now.
I also want to know why on December 4 I was told by an Ugg representative that my item was in stock and would be shipped within 2 days? Why was it not shipped?

Regards,

M******* *****
Initial Complaint
Date:12/15/2023
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 am writing to express my deep disappointment and dissatisfaction with the recent experience I have had while inquiring about the status of my backorder, placed on 11/9 with an estimated receipt date of 12/12.

Despite my attempts to seek information and clarification, the responses from your representative, Latisia, were not only delayed but also lacking in transparency. It took multiple inquiries before obtaining a clear answer, and at one point, I was asked to repeat my question in a written chat—an unexpected and unprofessional interaction.

After an hour of communication, I discovered that my order, placed well in advance, was pushed aside for newer orders, resulting in an extended waiting period. Latisia informed me that my only options were to either cancel the order or "patiently wait," a request I have already been adhering to for six weeks.

What is particularly distressing is the revelation that customers who placed orders a month after mine, and selected expedited shipping, were given priority over my order. This occurred despite my order being in the queue well before theirs, and the initial estimated ship date was two weeks before Christmas. The lack of proper communication regarding the impact of shipping preferences on order fulfillment is deeply concerning.

Moreover, the suggestion to call the warehouse without a clear explanation further added to the confusion. When seeking a resolution, I inquired about upgrading to expedited shipping, only to be informed that it was not possible after the initial order placement.

This experience raises serious concerns about the fairness and transparency of your business practices. It is disheartening to encounter what appears to be unfair treatment and deceptive practices, compounded by what seems to be apathetic and uninformed customer service.

I kindly request a thorough investigation into this matter and a resolution that addresses the concerns raised. It is my hope that you take this feedback seriously and implement measures to ensure a more transparent and equitable customer experience moving forward.

Thank you for your prompt attention to this matter.
Business Response
Date: 12/18/2023

Thank you for reaching out to us with your concerns and feedback. We truly value your input and want to ensure that your orders are fulfilled in a timely manner. We apologize if there was any confusion regarding the order fulfillment process. Our teams are working diligently to fulfill orders in the order they are received, but sometimes popular styles like the Tasman may be on backorder during this season. Rest assured; we are doing everything we can to get your order to you as soon as possible. Regarding your shipping method, once an order is placed, we are unable to modify the shipping method. However, we have some good news for you! Your order NA21***016 is estimated to be delivered on 12/22 with UPS tracking number 1Z208W380362814218. We hope this information is helpful to you.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21012135 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:12/13/2023
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 processed an exchange for a different size. Their sizing is inconsistent as I ordered the same size as I have in the the exact same model. Nonetheless, I shipped the shoes back on on November 19. Customer service confirmed receipt. It is now December 13, and Hoka still has not shipped my replacement. I have spoken to 3 different customer service reps who have not been able to help me. Very frustrating experience. You can not get in touch with the company via email, and they refuse to send my exchange or issue a refund. I was last told 3 days ago that they would reach out to a manager about my exchange. What a scam of a company. It does not take a full month to process an exchange. I am beyond frustrated with this company.
Business Response
Date: 12/14/2023

We apologize for the inconsistent sizing of the Clifton 8 and understand how
frustrating that can be. We see that you have been in contact with our Customer
Care Team and a supervisor reached out to you yesterday via email regarding
your return. Our Returns Department works diligently to process returns once
they are received at the warehouse, but please note that it may take 1-3 weeks
depending on the volume, especially during this time. If returns are not
processed within 10 business days of being received at the warehouse, we can
submit a request to our processing teams to investigate further. We also see
that you requested a refund instead of an exchange due to the timeframe not meeting
your needs. A supervisor in our Customer Care Department has submitted a
request, and our processing teams have processed your return today, 12/14. You
should receive an email with additional information soon. We apologize for any
inconvenience caused.

You
can reach out to us here on BBB or directly at
[email protected] with your BBB ID #21002610 if you need
any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 12/14/2023

Complaint: 21002610

I am rejecting this response because I feel the business did not go above and beyond to make sure I was satisfied as a customer. The business should offer me a discount code off future purchase.

Regards,

D*** *******

Business Response
Date: 12/15/2023

We are sorry that you
are rejecting this information. We apologize for any dissatisfaction you may
have experienced. As a one-time courtesy, we would be happy to offer you 10%
off a future order of one, full-priced HOKA item if you choose to place another
order. In order to take us up on the offer, please
reach out to us directly via email at [email protected]
with your new order number once it ships. We can then process the 10% refund.
Again, our apologies for the inconvenience this may have caused!

You can reach out to
us here on BBB or directly at [email protected] with your
BBB ID #21002610 if you need any further assistance.

HOKA Customer Care
Team
Customer Answer
Date: 12/15/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 21002610, and find that this resolution is satisfactory to me.

Regards,

D*** *******
Initial Complaint
Date:12/12/2023
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.
November 1, 2023 I placed an order with the official UGG website for a sweatshirt costing $98 and a pair of size 8 Classic Chillapeak Shine boots for $250. The boots were too small. I kept the sweatshirt and shipped the boots back as an exchange for a size 9. Normally when I order from UGG, they ship my items via UPS. I work full-time during the day; therefore all of my UPS shipments are rerouted to an access point (CVS pharmacy **** ****** **. Toledo, OH 43606). On November 9, 2023 I received an email stating my package had been delivered and was ready for pick up. When I arrived at my access point to pick up my package I was told they did not have it. I called UGG and explained the situation and they opened an investigation. I was told I would receive my refund within 10-15 business days. It has been 22 business days and I am still getting the run around from UGG about my refund. I recently learned that my exchange order was shipped to my access point address via FEDEX. A representative from UGG actually reached out to the store manager at the access point (CVS pharmacy) and verified the fact that they never accepted my package because they are an access point for UPS only. At that point I was reassured I would be receiving a refund for the boots I never received. But now I'm being told that since there is a mystery signature on file, the investigation is going to take even longer and there is a strong chance that they will not be refunding me my money and if that does happen, UGG is telling me that I will have to open a case with FEDEX and/or contact my credit card company to dispute the charge. This is totally unfair and terrible customer service. It is not my fault that they shipped my package via FEDEX to a UPS access point. Nor is it my fault that the FEDEX driver is lying about delivering my package. Now here it is, over a month later and I still have no boots or my money.
Business Response
Date: 12/12/2023

We apologize for the
delivery issue with your order NA21483278_EX. We understand your frustration and
want to assure you that we are taking this matter seriously. Our Customer Care
Team has opened a claim with FedEx, using tracking number 715308087312. However,
since the package was signed for, FedEx will need to conduct an investigation.
Please be aware that this process may take up to 10-15 business days to be
completed. As the investigation is still ongoing, we are unable to provide a
refund at this time. Once the investigation is completed, you will receive an
email with further information regarding your lost package. We apologize for
any inconvenience this may have caused and appreciate your patience.

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID # 20994911 if you need any further assistance.

UGG Customer Care Team

Customer Answer
Date: 12/12/2023
Complaint: 20994911

I am rejecting this response because:
I reject this response because it is clear that no recipient signed for the package. My access point did not accept the package because they are not authorized to do so. They only accept UPS packages. If anyone signed for the package it was a FEDEX employee. Which ultimately means it was more than likely stolen and not lost. It has been proven that I the customer who has paid for the merchandise did not sign for or recieve the merchandise. It is TOTALLY unfair and inconsiderate of UGG to punish me for this mishap.

Regards,

E**** ******

Business Response
Date: 12/14/2023

We are sorry that you
are rejecting this information. It is not our intention to add to your
frustration. We are going based off the tracking number for this package
715308087312 which states there is a signature on file. In such cases, we are
required to submit a claim to the shipping carrier. We will need to wait for
the investigation to be completed before we can proceed further. We apologize
for any inconvenience and hope to provide you with an update soon.

You can reach out to us here on BBB or directly
at [email protected] with your BBB ID #20994911 if you
need any further assistance.

UGG Customer Care Team

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