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:12/11/2023
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.
Purchase 2 pairs of shoes on10/10
Total 284.85
Wanted to return because of size and style and repurchase another size and style
I used the return shipping label provided
Shoes were picked up by a shipping agent from USPS ON on 11/10 and arrived to the warehouse on 11/16/2023
I reached out 8 times to find out about my refund with chat.
Each time I was told something different. And each time I was told to wait a few days longer.
Policy is 15 business days for the refund to be processed but when I contacted through chat on the 16 day was told I had to wait 5 more days,
I finally called this time today and was on a call for 1 hour while Josh was trying to find out where my return was.
At first, he didn't even see it was returned, then after I gave him the tracking number he did confirm it arrived on 11/16 and he tried to once again say 3-5 more days while another department was looking into the return.
I said no, I had waited long enough, and while on the call he sent messages to another department who said I sent back the wrong item. But I sent back items not just one about 2 pairs of brand-new in-the-box shoes. Then after waiting another 20 minutes, I was told there was a problem with the size, I said the correct one did not fit the other was not liked.
Messages went back and forth and then end of the call I was told it would take 3-5 more days to have another department look for the return and then there is not a specific day or time frame when anyone would get back to me.
So basically they have my return and are refusing to refund my money. And each time I contact them I get nothing but more time to wait.
The return policy is 15 business days
Business Response
Date: 12/13/2023
Thank you for reaching out to us about your return NA20617354_RT. We apologize for any frustration this may have caused you. After reviewing the situation, it seems that our Customer Care Team did submit a request for your return, but unfortunately, our processing teams were unable to process it due to the items returned being a different brand. An email with more information regarding your return was sent to you yesterday, 12/12. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20992503 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/13/2023
Complaint: 20992503
I am rejecting this response because:I have contacted chat 8 times and called 1 time.
All this time my return has been there and now after 9 contacts and 8 hours of trying to get a refund for my RETURN THAT ARRIVED A 30 days ago and being told I would be getting a refund you decide I sent the wrong items back?
I sent back the same exact items you sent me ?
where had my return been all this time?
And why hasn’t his been mentioned before .While on the phone with your customer service representative I was told my refund was finally found and all that was an issue was the size . He told me the person on the phone verified the items .
This is fraud .I will not just allow you to keep my return and not refund me and waste 30 days of my time.
I want a full refund .
Regards,
H**** ******Business Response
Date: 12/15/2023
We apologize for any confusion caused. Our
records do not indicate that size was the issue on this return. Due to this, we
are still unable to proceed with a refund. We kindly request that you continue
working with our Customer Care Team to avoid any further confusion. We
apologize for any inconvenience caused.
You
can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 20992503 if you need
any further assistance.
UGG
Customer Care TeamCustomer Answer
Date: 12/16/2023
I returned the 2 pairs of shoes sent to me, you have my return, I have nothing .
Customer support is not providing any information just as you are not providing any information.
I have not received a return or a refund .I am basically out out the the money at this time I I’ll contact my financial institution and seek help there.
I will never purchase another item from UGG online again .
Initial Complaint
Date:12/11/2023
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 number NA2****332 and it was sent via fedex. I got a notification it was delivered but it wasn’t. I have security footage showing it was not delivered. I contacted fedex but they said I had to contact hoka. Hoka says I have to contact FedEx. Neither of them will help and the package was not delivered.Business Response
Date: 12/12/2023
We are sorry to hear that you never received your package
NA2****332. After reviewing the situation, it appears that our Customer Care
team has already submitted a request to start a claim for your missing package.
However, we regret to inform you that FedEx has denied the claim as it was
signed for. Unfortunately, once a claim is denied, we are unable to dispute it.
We highly recommend contacting FedEx directly for further assistance. We
apologize for any inconvenience this may have caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID # 20991250 if you need
any further assistance.
HOKA
Customer Care TeamCustomer Answer
Date: 12/12/2023
Complaint: 20991250
I am rejecting this response because:
I have contacted FedEx. They claim they did not deny the claim and that I need to contact you to initiate missing package procedures. They found that the package was delivered to the wrong address, in a parking lot actually.
Regards,
L*** *****Business Response
Date: 12/14/2023
We are sorry to hear
that you are rejecting this information. After conducting additional research,
we have found that FedEx has denied your claim on 12/10/2023, as they have
provided evidence of the delivery of your package. If FedEx's information differs
from what we have provided, we kindly request that they update the claim on
their end before we can proceed further. We hope this information is helpful.
You can reach out to
us here on BBB or directly at [email protected] with your
BBB ID # 20991250 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 12/20/2023
FedEx confirmed that they will reopen claim as package has not been found. They say they can only communicate about the claim with the shipper.Customer Answer
Date: 12/20/2023
Complaint: 20991250
I am rejecting this response because:FedEx confirmed that they will reopen claim as package has not been found. They say they can only communicate about the claim with the shipper.
Regards,
L*** *****Initial Complaint
Date:12/11/2023
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.
Ugg agents A****** and supervisor "Q****" provided jumbled and disorganized information regarding my order. My order needs to be processed as it has been delivered to the warehouse for over 2 weeks well over the 10 business days that have been quoted for Ugg. This is a warranty exchange that should have been processed and Ugg has retained my item and has not issued the credit as they should have.Business Response
Date: 12/11/2023
We apologize for the
issues you experienced with your return. Upon reviewing your conversation with
our Customer Care Team, it appears that your return RA00416742_RCRT was
received at the warehouse on 11/28/2023. Returns typically process within 5-10
business days after receipt at our warehouse. However, processing timeframes
may vary based on volume and will be evaluated in the order they are received.
If your return is not processed within the 10-day timeframe, we can submit a
request to our processing teams for further investigation. In this case, our
Customer Care Team has already submitted a request to our processing team a day
early as a one-time courtesy. Please allow 3-5 business days for your request
to be processed. You will receive an email with more information regarding your
retail return. For future retail returns, please note that our processing time
is typically 5-10 business days. We hope this clarifies the situation.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20988951 if you need
any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/11/2023
Complaint: 20988951
I am rejecting this response because: I have been directed to wait longer but the return has been delivered for 12 days and the way the customer care agent communicated needs to be corrected and resolved along with my credit issued as the agent I spoke to today informed me it would be issued today
Regards,
A***** *****Business Response
Date: 12/12/2023
We are sorry that you
are rejecting this information. We apologize for any confusion or inconvenience
caused. However, please note that our team responsible for handling these types
of requests require 3-5 business days to process them. Once your request has
been processed, you will receive an email regarding your return. 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 # 20988951 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/12/2023
Complaint: 20988951
I am rejecting this response because: The delay in processing, while typically would be understandable, is not due to UGG requiring me to reach out to them for updates and no refund or credit issued when this process should have been completed already. Also, UGG continues to provide no outlet for reporting the customer care agents I spoke to and avoids this topic and does not provide credit promised either
Regards,
A***** *****Initial Complaint
Date:12/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased the "OH YEAH" slippers and "FLUFF YEAH SLIDE" for my niece in NOV 2022. The "OH YEAH" sandals were too big so I decided to exchange them for something that she could use outside. And keep the slippers that did fit for inside use. The items intended, KIDS' CLASSIC CLEAR MINI II, were on sale at the time but slightly more than my current purchase. I decided to request an exchange of the Yeah sandals for the boots.
I used the USPS label provided by UGG and dropped the items off at the USPS located at 514 Frelinghuysen Ave, Newark, NJ 07114.
I did retain a receipt of the drop off.
Uggs acknowledged that they received the return and that the boots for exchange were not in stock. Because THEY did not have the item, THEY refunded the item which was fine.
I did not keep the receipt of the drop off at this point as the issue seemed to be resolved.
Supposedly about SIX MONTHS!!!! after saying that they received my exchange items, Ugg has now decided that they DID NOT receive the items. They are now saying that they did not receive the correct sandals and only one sandal was in the box and that they are billing me for the 51.99 for the sandals which I find RIDICULOUS!!
I have contacted UGG via call on at least 3 occasions and was not provided a resolution. I was advised to send an email replying to the return confirmations. Most emails bounced back. Even after being provided an email address by a rep I have yet to receive a follow-up email to date. The initial email and call was sent on 11/16/23.
I have requested images of the items received and have NOT received ANY confirmation of what was received. They expect me to pay for shoes that I do NOT have nor have I received a replacement/exchange for. I have NOTHING for the money they are asking for. Where can you get something for nothing? They are asking for 51.99 and I have nothing. NO Shoes!! They supposedly contacted me 6 MONTHS after confirming my return. I did not receive contact. I should have been contacted IMMEDIATELY if there was problem with my exchange. Supposedly , they contacted me outside of the period to file a claim with USPS if the shipment was damaged or tampered with while in transit. AND I used their shipping label. They should be responsible for the return shipping and file a claim with USPS if something was wrong with the package. I am not able to open an investigation or recompense through the shipper.
Also, They emailed ME confirming that they received the sandals for return.
I contacted UGG multiple times and was advised they cannot do anything about it or provide the proof/info of what they received. They have sent the bill to collections which is how I found out about it in the first place. I should not be held accountable for their horrible service and incompetence. If there was problem then they shouldn't have processed the refund and contacted me before 6 months! It feels very much that I am being scammed by UGG as they cannot provide me with any info and didn't notify me in a decent amount of time.
I asked to speak with returns and also to a manager and was advised that neither are available. How are their NO managers on duty? I would like to the bill removed from collections. If not they should provide me with an item of equal value to the 51.99. This was my first order with UGG and they are a terrible company. I would not advise anyone to shop with them if this is how they treat consumers.Business Response
Date: 12/08/2023
We are sorry to hear about the ongoing back
and forth regarding your return NA12201786_EXRT. Since this is a collections
issue, you will need to work with the team that emailed you directly for
further assistance in this matter. Please respond back
to your most recent email from this team for assistance and they should get
back to you within 3 to 5 business days, if not sooner. We hope this helps to clarify the process.
You can reach out to us here on
BBB or directly at [email protected] with your BBB ID
#20975680 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/16/2023
Complaint: 20975680
I am rejecting this response because:There is always some excuse as to why I can't be assisted. It's always reach out to someone else and I never get a follow up. I still haven't received a reply from my initial phone inquiry which was forwarded to the "correct department" (the girl confirmed the second time I called) and its been over a month! Now they want me to file a complaint with the collectors. I HIGHLY doubt that I will receive a follow up. They were eager to take my money and now there is an issue they just keep passing the buck around. My bucks! The last time I called they kept asking for my card info and when I asked for more info or dispute the charges they had NOTHING to say. Because I am not giving them MORE of my money they do not want to resolve the issue or look into my concerns.
Regards,
J****** ********Business Response
Date: 12/19/2023
We are sorry to hear that you are rejecting this
information. It is not our intention to add to your frustration. Since this is
in the hands of collections, we are unable to assist. Please respond with the
recent email from this team for further assistance. Again, our apologies for
any inconvenience.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20975680 if you need
any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/07/2023
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.
TEVA/Deckers is threatening to send my information to collections regarding a mistake on their end. On June 29th, I ordered two of theirs sandals (order #NA18191218). They were too big so I started an exchange on July 1st, the same day it was delivered. On July 10th, I received on email from TEVA saying they’ve received my exchange and that I’ve returned the two pairs of size 10 sandals. On October 20th, over 3 months after they’ve received my returned items, I get an email from Decker Brands saying I returned an empty box. They state I need to pay the balance or return the items (which I already did and they sent an confirmation email that they received the items) or else it will be sent to collections in 60 days from October 20th. I emailed and they just ignored what I said and resent their demands. When I called Deckers on November 30th, the customer service person spoke with me for 45 minutes and was unable to resolve the issue and said she would have a supervisor call me. On December 1st, I got an email from Ryan, a customer care supervisor at Deckers, who reiterates the same exact thing and ignores the facts and emails they’ve sent me. Why? I don’t know why they’re doing this.Business Response
Date: 12/07/2023
Thank you for reaching out to us. We see your
concern is being handled by our Customer Care Recovery Team. Our apologies, but
due to this, we will not be able to assist you with this matter as we do not
have access to that department's information. We would suggest responding to
the email they sent you with your reply and they should get back to you within
3 to 5 business days, if not sooner. At this time,
you can only reach this team by email. We hope this helps to clarify the
process.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20971365 if
you need any further assistance.
Teva Customer Care TeamCustomer Answer
Date: 12/08/2023
Complaint: 20971365
I am rejecting this response because: I have done what they have asked me to do already. I just did so again today but no response after 10 hours.
Regards,
S** ************Business Response
Date: 12/08/2023
We are sorry that you are rejecting this information. Our team
is working diligently to address all inquiries and will be reaching out to you
within 3-5 business days with further information. We appreciate your patience
and understanding.
You can reach out to us here on BBB or directly at [email protected]
with your BBB ID #20971365 if you need any further assistance.
Teva Customer Care TeamCustomer Answer
Date: 12/11/2023
Complaint: 20971365
I am rejecting this response because: they have not responded or resolved the issue.
Regards,
S** ************Initial Complaint
Date:12/07/2023
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 was illegally charged $10 tax on $160 boots I ordered from this company, despite the fact that MA does not collect tax on shoes costing less than $175. I called the company directly to explain this and to dispute this charge, and despite waiting on the phone for greater than 45 minutes for the representative’s “supervisory team” to respond, my issue was not resolved and I was not issued a refund.Business Response
Date: 12/07/2023
Thank you for contacting us regarding the sales tax issue. Upon
review, we see a Customer Care Representative escalated this matter to a
supervisor to verify the eligibility for sales tax. A refund of $10 was
processed to your PayPal account on 11/30 and should be reflected in your
original form of payment. We hope this information helps!
You can reach out to us here on
BBB or directly at [email protected] with your BBB ID #20936044 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/06/2023
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 on 10/30/2023 for UGG Tazz shoes. Order #NA2*******. The shoe was back ordered. In the month and a half since the order was placed, my credit card was stolen. I got an email stating my order was going to be filled finally. I needed to update payment information so the order can be shipped. I attempted to contact UGG online chat to resolve the problem. I spoke with Debbie who told me there was nothing I could do and no one to help me. She said I had to cancel the order and reorder them. But that would mean my order date would be today rather than 10/30. I also cannot reorder because it doesn’t give me an option saying they are out of stock. Not only did she say there was nothing I could do and no one to help me, she also told me I could not have a copy of the conversation transcript. I provided an email at the beginning of the conversation for this very reason. All I want is my order to be fulfilled and delivered before Christmas and to pay for it.Business Response
Date: 12/06/2023
Thank you for contacting us about your backorder item. We're sorry to hear that
your credit card was stolen, especially with Christmas coming up.
Unfortunately, we're unable to change payment details. The best solution in
this situation would be to cancel your order NA2******* and place a new one
once we have more Kids Tazz slippers in stock. We understand that this may not
be ideal, but our system doesn't allow us to update payment information.
However, it looks like Dillard’s currently has the Kids Tazz slippers in size 5
available. We apologize for any inconvenience this may have caused.
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20966203 if you need any further
assistance.
UGG Customer Care TeamInitial Complaint
Date:12/05/2023
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 recently placed an order on 11/12/23 and returned the item because it looked different from the way it was described. The item is currently waiting to be picked up by the merchant. I called to get my reward reimbursed and I was advised that there was nothing they can do although the item was returned. My reward needs to be returned as the item was returned to the merchant.Business Response
Date: 12/06/2023
Thank you for reaching out to us! We apologize for any disappointment
you may have experienced with your Mini Bailey Bow II boots. Upon review, it
appears that a refund in the amount of $146.98 was processed on 11/29/2023 to
AfterPay for your return NA21961232_RT. Please note that returning item(s) from
an order for which you initially used a loyalty coupon does not reinstate the
coupon as they are single-use codes. However, as a one-time courtesy, we have
gifted your Rewards account 250 points to generate a new coupon. Please keep in
mind that it may take up to 48 hours for the points to show up in your account.
You can also find more information about our UGG Rewards program on our
website, www.UGG.com. We hope this information is helpful!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20962967 if you need any further
assistance.
UGG Customer Care TeamInitial Complaint
Date:12/05/2023
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.
bottom of the sneaker is coming apart. sneakers ONLY worn to gym (no climbing or rough terrain) HOKA wants the sneakers back to evaluate them, for no specified time period, and will not accept photos of damaged item. paid $200 for a pair of sneakers and they are falling apart. customer service was rude and laughed (Liz).Business Response
Date: 12/05/2023
We are sorry to hear of the issue with your HOKA shoes! We understand
how frustrating it can be when your shoes fall apart, especially when you only
wear them to the gym. Unfortunately, we are unable to evaluate the issue with
just photos of your shoe. To properly assess the problem, we kindly ask that
you return the item to our Returns Department, where our warehouse team will
evaluate it. While returns usually process within 5-10 days, please allow up to
15 days after we receive your return at our warehouse for the process to be
completed. Processing timeframes may vary depending on the volume of returns we
are currently handling.
Please visit bit.ly/HOKAReturns to initiate your return.
If you originally purchased the item from our website,
please enter your order number or email associated with the order and the
billing zip code to begin.
If the item was purchased from an authorized retailer,
select the "Return an item not purchased from HOKA” to initiate a return.
We highly recommend including 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.
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. Once your return has
been processed, you should receive a confirmation email with info regarding
your replacement or credit if eligible. We hope this information is helpful!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20959954 if you need
any further assistance.
HOKA Customer Care
TeamCustomer Answer
Date: 12/05/2023
Complaint: 20959954
I am rejecting this response because:My order number is NA17526276
Purchased 5/22/2023Regards,
C******** ******Business Response
Date: 12/05/2023
We are sorry that
you are rejecting this information. Since you originally purchased the item
from our website. Please visit bit.ly/HOKAReturns and enter your order number (NA17526276)
and your billing zip code to begin the return/exchange process. This will then
walk you through our online return form to allow you to request your exchange
item/color/size or to request to return the item for a refund. Once completed,
you will receive instructions on how to proceed as well as a complimentary
return shipping label. 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. Once your return has
been processed, you should receive a confirmation email with details regarding
your replacement or credit if eligible. We hope this information helps
to clarify our warranty return process.
You can reach out
to us here on BBB or directly at [email protected] with
your BBB ID # 20959954 if you need any further assistance.
HOKA
Customer Care TeamInitial Complaint
Date:12/04/2023
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 made a purchase for a UGG X Telfar bag that was $290, I thought I had signed up for the reward program and I suppose it never worked for me. I wanted to be able to claim my reward points or at the very least receive compensation equal to that amount because I like the company and would like to continue doing business with the company, just looking for this issue to be rectified.Business Response
Date: 12/05/2023
We're sorry to hear that you
didn't receive your points for your recent purchase. We've gone ahead and
credited your account with 290 points for order number NA21814386. Please keep
in mind that it may take up to 48 hours for the
points to show up in your account. For any future purchases, please be sure
you're signed into your account so that you can receive your well-deserved
points. We hope this helps!
You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20954416 if you need
any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/05/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20954416, and find that this resolution is satisfactory to me.
Regards,
C**** ****
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