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:12/04/2023
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 an item and a month later did not receive it. I called customer service and they had no resolution for my missing item until ‘UPS’ got back with them about the missing or damaged package. It was ordered 11/3. I asked to speak to a supervisor to get a resolution and she said she would put me on a ‘list’ to speak with someone. This is unacceptable business for a large and expensive company.
Business Response
Date: 12/05/2023

We're sorry to hear that you
never received your UGG Care Kit. We understand how frustrating this can be!
After further review, it appears that our Customer Care Team processed a refund
in the amount of $37.10 on 11/9 to your original form of payment, so you can
reorder at your convenience. We apologize for any trouble this may have caused.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20949197 if you need
any further assistance.

UGG Customer Care Team
Initial Complaint
Date:11/30/2023
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.
The transaction was on 10-10-2023. The company is Deckers Teva Sandals. Santa Barbara, CA. The customer phone number I was using is 800-367-8382. I spoke with Carolyn in Texas at 3:27 p.m. on 10-25-2023. I spoke with Jasmine in Texas at 2:00 p.m. on 11-3-2023. I spoke with Olivia in Texas at 3:16 p.m. on 11-22-2023. I had originally purchased a pair of Teva mens sandals a while back and when I opened them, I realized they sent the wrong color strapped sandals. I call them and they gave me a return label I printed on my printer at home. I put it on the existing box and took it to the post office. I received a second pair of mens sandals and they were the same wrong sandals. I went through the same procedure of calling them, printing the label, putting it on the box and going to the post office. The only exception is that I said I had enough and I just wanted my money back. I kept going to my banks website to see when the money would be returned. The three names I gave you at the top of this letter are the three people I spoke with. The day, time and their location. At first they said I needed to wait for 10 business days. Eventually they said they never got the item and that they had no reason to give me my money back. That is where it stands as I write to you today. I also looked up a person within their company with a title to their position that I thought I could go beyond the customer service representatives. He never responded to my Email. The cost of the mens sandals was $71.21 The order number of the sandals is NA2048415.
Business Response
Date: 11/30/2023

We apologize for the
negative experience you had with your return NA******15_EX_RT, and we are sorry
that you received the wrong item again. After reviewing your case, we were
unable to find a return label linked to your second return. If you could kindly
provide us with the tracking number for your second return, we will be able to
investigate further. If you do not have the tracking details, we recommend
contacting USPS to see if they can assist in locating your package. 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 #20935103 if you need any further assistance.

Teva Customer
Care Team
Customer Answer
Date: 12/06/2023

Complaint: 20935103

I am rejecting this response because: I finally had the opportunity to go to the Post Office today (12-6-2023) and ask them if there was anything they can do to help me. I explained to them that I had returned two boxes to them on two separate occasions and that I have only the first Tracking number. I also said, I did not put my return address on either one of them. They said they can not help without the tracking number. I asked if they some sort of lost and found and say said no. So even though I gave them both packages to return with the exact same item in the boxes, the first one Teva received and the second one Teva claims they never received.. Teva knows that I called them on two separate occasions to tell them that they sent the wrong item both times. Teva has this information on their computers. They know I am not trying to deceive anyone. Teva knows how many times I have called their representatives in regard to the second package. I hardly believe that someone looking to scam a company would go to this extent. I expect a company of that size to do the right thing and put the $71.21 back into my account.

Regards,

R*** *****

Business Response
Date: 12/07/2023

We are sorry that you are rejecting this
information. It seems that we are unable to find a return label for your return
NA20480415_EX_RT in our system. Without the return label or tracking number, we
are unable to proceed with the refund process. We suggest contacting USPS once
again to inquire about a USPS drop-off receipt that shows the weight of the
returned package. Once you have obtained this information, please let us know
and we will be glad to assist you further.

You can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20935103 if you need
any further assistance.

Teva Customer Care Team

Customer Answer
Date: 12/13/2023
I don't understand your last statement about my complaint. You said I did not get back to you. I did! I wrote that I have spoke with the U.S. Post Office and they said they can not help me unless I know the time and day in which I gave them the return package. I can not because I do not know when I did that. I am out $71.21 by Teva sandal company. They received calls from me on both occasions about receiving the wrong items. I call them FOUR times after the second time being that they didn't reimburse my account. There is nothing I can do. As far as I am concerned, Teva stole $71.21 from me. They have all phone records about my concerns on their computers. I am at a lost from here out as to what to do. I even asked the Post Office if they have some sort of lost and found for packages that they couldn't deliver and the female had no answer to that question. Why? One would think they must have more than one item that gets stuck with them for one reason or another.
Sincerely, R*** *****
Initial Complaint
Date:11/30/2023
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 that I never received. I called Ugg and they told me that the address was entered wrong and because of that I cannot receive a refund. I told the representative that I did not put in the wrong address as I know where I live. There also is no apt 2 in this building. It goes by letters a,b, and c following a number, I live in apt c1. I told the representative that there must have been a glitch with their system where it changed the apartment number somehow. I called UPS and they said that it is UGG responsibility to refund me as their system glitched. I am owed a refund. The representative kept insisting that it was me who put in the wrong address. I have never lived in an apt 2 in any building and there is no apt 2 here.
Business Response
Date: 11/30/2023

We are sorry to hear you
did not receive your order NA22420560. When an address does not match what we
are showing as the shipping address, it is the responsibility of the customer
to reach out to the carrier to look into this. The
shipping address for this order was:

Name: J****** *****
Address Line 1:*** ********** street
Address Line 2: Apt 2
City: **** ******
State: NJ
Postal Code: 07017

Since your
apartment number is incorrect, it is your responsibility to work with UPS to
resolve your claim. For future reference we do display multiple confirmation
screens prior to hitting the submit button when placing an order. Please ensure
all information is correct and included prior to completing your order. However,
it does appear there is an investigation opened for
your lost package. Please note it could take up to 15 business days until
completed. You are welcome to reach back out to UPS to see if they are able to
offer any further assistance with your denied lost package claim. We hope this
information helps.

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #20931998 if you need any further assistance.

UGG
Customer Care Team
Customer Answer
Date: 11/30/2023

Complaint: 20931998

I am rejecting this response because: I did not put in the wrong address or apartment number. I know where I live and have never lived in an apt 2 nor does my building have a apt 2 without a letter to preface it. There was clearly a glitch in your system. I will not let this go and UPS has stated it is actually your responsibility to refund me while they are investigating. The only solution is to give me my refund since your system clearly needs IT to resolve this glitch so it does not happen to anyone else.

Regards,

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

Business Response
Date: 12/01/2023

We are sorry to hear that you are rejecting this information. Due to an incorrect apartment entered during checkout, we are currently unable to process a refund. We kindly ask for your patience as we await the completion of the investigation, which may take up to 15 business days. Rest assured; you will receive an email with further information once the investigation is completed. Thank you for your understanding.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20931998 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/04/2023

Complaint: 20931998

I am rejecting this response because: I DID NOT PUT IN THE INCORRECT APT NUMBER! THAT WAS YOUR SYSTEM AND UGGS IS AT FAULT. I AM OWED A REFUND AND I WILL TAKE THIS TO THE MEDIA AND MOVE FORWARD WITH A LAWSUIT. YOU WILL NOT ROB ME.

Regards,

J****** *****
Initial Complaint
Date:11/30/2023
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 have purchased a pair of UGG Boots and as soon as I opened the box and wore the item I saw a manufacturing defect that likely didn't get caught by quality control on the end line. I purchased the item online from Macy's and received the brand new item so its not the retailer's failure, I contacted the UGGS main website and explained the situation they demanded I pay for shipment and there was a 15-day waiting period where if they denied I would receive the item on my own expense. The customer Agent and his supervisor denied me request for the conversation that happened between me and the company representative. i find it a consumer exploitation they don't feel accountable for not controlling and assuring the standards of their production nor being helpful in a resolution. After paying a good amount of money because we trust the brand we have been just denied our rights as consumers, I am expecting an apology and a hassle-free exchange of the product with no shipping cost or waiting time. Thank you for your time. attached please see the pictures of the item and I will forward the e-mail of conversation between me and costumer representative that I had to copy paste as a proof of denying my rights as a consumer . after someone gets in touch with me from BBB I can forward the e-mail of conversation .
Business Response
Date: 11/30/2023

We are sorry to
hear about the issue with your new UGG boots. If the item is not purchased
directly from our website, the customer is responsible for the return shipping
cost. However, as a one-time courtesy, we would be happy to provide a prepaid UPS
shipping label so you can send them to us for an evaluation. If you would like
to proceed, please provide the following information:

Full name:
Complete
shipping address:
Email:
Phone number:

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #20929565 if you need any further assistance.

UGG
Customer Care Team
Customer Answer
Date: 12/01/2023

Complaint: 20929565

I am rejecting this response because: Company using a "doing a favor" " courtesy" language. Big Brands who sell items for app. 200 dollars dont do favors they stand by their product. they sell it because of brand. Company offers courtesy shipping label. Those are my one of two winter shoes i am living in NY its winter i requested a replacement and a shipping label not a one time courtesy free shipping label. Company thinks they need to evaluate the item it refers " i will not have my shoes which i purchased to wear in this cold weather so i will be more abused as a consumer. These are my 3rd pairs of shoes of the same brand and of the same model the other two i wore 10 years so i know this is not because of me the other two pair had wear and tear over the course of 4 5 years these get that dent in the first time i remove them from the box and wear. Company has no respect to their brand value or its consumers/ customers

Regards,

A**** ******

Business Response
Date: 12/01/2023

Thank you for providing photos of your boots. Once again, we are sorry for the issue you encountered. However, in order to determine eligibility, our Returns team will need to evaluate the boots. If they are deemed eligible, you will receive a site credit and can reorder at your convenience. We would be happy to provide a prepaid UPS shipping label for you to send the boots to us for evaluation as a one-time courtesy. If you would like to start the warranty process, please provide us with the following information:

Full name:
Complete shipping address:
Email:
Phone number:

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20929565 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/05/2023

Complaint: 20929565

I am rejecting this response because: the evaluation process will leave me out of one of my winter shoes in cold NY, i have had 2 other uggs which after wear and tear still doesnt have such a dent, when you sell a product at almost 200 dollar price point you do not do courtesy you stand behind your item and your customer. if company wants i can send a picture of my 5 years old UGGS to prove dent i have in my new pair is manufacturers fault no need for evaluation. if they request my 5 years old shoes to compare i am willing to send pictures.

Regards,

A**** ******
Initial Complaint
Date:11/30/2023
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.
Back on October 26th, ordered a pair of shoes for $117 and was told ship date was November 27th. Was told today that item was still not in stock and they have no idea when it’ll arrive, no idea when it’ll ship to me , no idea if I’ll get it by Christmas. Based on my investigating their products, they’re famous for receiving monies for items they don’t have and constantly changing delivery dates trying to keep customers from canceling their orders. Something needs to be done about this with possible criminal punishments.
Business Response
Date: 11/30/2023

Thank you for contacting us
regarding your order NA2*****62. We apologize for any frustration caused by the
lack of an estimated shipping timeframe for your Tasman slippers. Upon review,
we have sent you an email on 11/28 informing you that your items are almost
ready to ship. Your estimated shipping date is 12/3/2023-12/07. Once your
product has been shipped, you will receive a confirmation email. If you would
prefer not to wait for your order, you have the option to cancel it on our
website at www.UGG.com. We apologize once again for the delay, and we hope you
receive your slippers just in time for the upcoming cold months.

You can reach out to us
here on BBB or directly at [email protected] with your BBB
ID #20929180 if you need any further assistance.

UGG
Customer Care Team

Customer Answer
Date: 12/01/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20929180, and find that this resolution is satisfactory to me.

Regards,

D***** *****

Customer Answer
Date: 12/04/2023

Complaint: 20929180

I am rejecting this response because:
After we closed this last complaint where they said item was in stock and was being shipped to me, it still remains on back order. I’ve made several attempts to resolve my issues on my own. They simply don’t want to cooperate with me to expedite my order so I can have it by Christmas. They don’t want to talk to me about my issues. All they’re going by is what their computers are telling them. Order was placed over 60 days ago. Please help. I personally think they’re committing fraud against us consumers for selling items they don’t have in stock.

Regards,

D***** *****

Business Response
Date: 12/05/2023

We
are sorry that you are rejecting this information. We understand your
frustration and we want you to know that we are working diligently to get the
Tasman slippers to you as soon as possible, especially during this holiday
season. Due to the high demand for these slippers, we are currently waiting for
inventory to arrive so that we can fulfill orders in the order they were
received. Rest assured, your order has not been forgotten and our teams are
working diligently to ship it out to you. You will receive an email
confirmation with tracking details once your order has been shipped. The
estimated shipping date for your order is between 12/3/2023-12/07/2023. We
appreciate your patience and understanding.

You can reach
out to us here on BBB or directly at [email protected]
with your BBB ID #20929180 if you need any further assistance.

UGG Customer Care
Team
Customer Answer
Date: 12/05/2023

Complaint: 20929180

I am rejecting this response because:

The business keeps giving inconsistent information on when item shall arrive to me. Today, I was told item won’t be in stock until February yet today they’re telling you it’s going to ship to me this week. You can’t ship what you don’t have in stock. Ship dates are consistently changing with this business.

Regards,

D***** *****
Initial Complaint
Date:11/30/2023
Type:Delivery 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.
11/25/2023 I placed an order with UGGs for boots that were on sale at that date. I received an email saying the package was delivered on 11/28/2023 at 5 in the morning. I checked the tracking number on package and saw that a package was delivered to another state { Indiana, which is right by where they shipped it from} and signed for. The package was not delivered to my address in California it was delivered to someone else. Ugg has this information yet still has to investigate that they did something wrong. They will not replace the item with the same one I ordered but will look into giving me a refund. The fact that they know they sent the item to the wrong address and will not replace the item that I ordered at the sale price is fraud as they are not sending merchandise I paid for. They are wanting me to pay a higher price AGAIN for an item that I will have to wait for a refund as they investigate something that is there in black and white they misdelivered.
View Order Details
Order No. NA*******3
Date Ordered: 11/25/23 12:45:48 am
Order Email: ****@gmail.com
Shipping Method:

Standard Shipping

-$10.00

Shipment 1
Delivered On: 11/28/23
Order Status: Delivered
Tracking Number: 718158030701
DeliveredShipment Progress
Delivered, Indianapolis IN 11/28/23 10:42:48 am
In Transit, ZIONSVILLE IN 11/26/23 11:30:00 pm
Awaiting Shipment, US 11/26/23 5:19:00 pm
View more
BAILEY BOW LEOPARD
Women's

Color:

US Size:

Each
$129.99
Quantity
1

Total
$129.99
Order Summary
Subtotal
$129.99
Shipping
FREE
Sales Tax
$10.37
Total
$140.36
Business Response
Date: 11/30/2023

We're sorry to hear that
your UGG boots were delivered to a different address. We understand how
frustrating this must be, especially since you were looking forward to
receiving them. Upon review, it appears FedEx has redirected your package as it
is now in Stockton with an estimated delivery by the end of the day tomorrow.
Please view your tracking number 7*********01 for the most up to date details.
We hope this information is helpful!

You can reach out to us here on BBB
or directly at [email protected] with your BBB ID
#20927256 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/01/2023

I have reviewed the response made by the business in reference to complaint ID 20927256, and find that this resolution is satisfactory to me.

Regards,

C********** ****
Initial Complaint
Date:11/27/2023
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.
Order no: NA******35
I placed an order on 10/28/2023 and received my package on 11/2. The box was not damaged but upon opening, there’s only one out two items in there. I contacted customer service right away and I was told they would reply in 3 weeks. Called again on 11/7 and provided more pictures as proofs for the refund. The customer service representative said it was a warehouse error and she’s going to process the refund right away. After waiting another week, still no signs of refund. I had to make the 3rd call to Ugg on this matter. I’ve been told that they tried to refund me but there was a problem on the PayPal side, I should close my case with PayPal. I had reported that there was a problem with the purchase and PayPal suggested to only close the case when refund is received. Since I already wasted so much time with this company, I really don’t want to wait anymore, hence closed the case and called them again. They said it has to be looked at by a tier 2 support team before processing refund again. So I wait another week, this time I insist on them email me if there’s any problems. I got an email saying the refund has been processed and it should arrive within 5 days. After waiting for more than 1 week, still no refund. This morning, I received an email saying UPS declined my claim and they are not going to refund me. This is my first and last order with Ugg! Without doubt that the issue was at the warehouse side and the customer service has not been consistent. Now I’m starting to wonder if they ever intended to refund me at the first place. I can’t believe this is how you treat your customers. Making them to pay for your mistakes. After not receiving the item that I paid for and spending hours on resolving the issue, I think the company owe me an apology and a refund on the things that I did not receive! Also, please stop making excuses on how PayPal is the problem. You can mail me a check instead!
Business Response
Date: 11/27/2023

We apologize for the inconvenience caused by the short shipment of your order NA21341035. After reviewing the situation, it appears that we attempted to process a refund for the missing item on 11/7. However, we encountered an error due to an open case on this transaction. To resolve this issue and proceed with the refund, we kindly recommend contacting PayPal directly to close the case. Our processing team is unable to process a refund until the case is resolved with PayPal. Thank you for your understanding.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20919888 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:11/27/2023
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.
Hoka/Deckers Brand is collecting sales tax for MN customers when MN does not charge sales tax. They do not refund this amount unless the customer reaches out to correct the mistake. This means they are collecting and keeping funds they should not be nor are they correcting this issue. This has happened 3 times to me and including the 1st time which took me 3 months to realize so they are not correcting this issue providing them with undue profits.
Business Response
Date: 11/29/2023

Thank you for contacting us! After reviewing your inquiry, we would like to inform you that sales tax is applicable to all orders based on the shipping address, in compliance with state, city, and county regulations. For more detailed information on how sales tax is charged in your area, we suggest reaching out to your local government. We hope this clarifies the situation for you.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20919633 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 11/30/2023

Complaint: 20919633

I am rejecting this response because:
The business did charge me taxes on mulitple orders and I live in Minnesota who does not charge taxes on footwear. The company only returned the taxes charged to me after I contacted them about the issue. For one order in particular they had the funds for over 3 months until I saw the mistake. This was also done to another family member. From further inquires this seems to be related to their interface with third party payment services (paypal, apple pay) but the problem does exist for HOKA (Decker Brands) and as I use those services (paypal, apple pay) extensively I have not experienced the problem with any other clothing company using those services. On top of that, they did not find the issue and even when notified (I contacted them over a year ago with this issue)they have not fixed the issue and they have only returned the funds when contacted. Meaning I believe there are other customers who are being charged tax incorrectly and the money is not being returned proactively resulting in ill gotten gains for the company.

Regards,

D***** *****

Business Response
Date: 12/01/2023

We are sorry to
hear that you are rejecting our response. Sales tax is applicable on all orders
based on the shipping address in accordance with all state, city, and county
regulations. It would be very unlikely that this tax is incorrect through our
system as we have a team that specifically handles inquires such as this. Due
to this we would highly recommend reaching out to your local government for
additional details on how sales tax is charged in your area.

You
can reach out to us here on BBB or directly at
[email protected] with your BBB ID #20919633 if you need
any further assistance.

HOKA
Customer Care Team
Customer Answer
Date: 12/06/2023

Complaint: 20919633

I am rejecting this response because: Hoka/Decker Brands is not understanding the issue and situation so let me document it again in detail:
I live in Minnesota, Minnesota does not charge tax on clothing including shoes/sneakers
On 3 separate occasions I have purchased sneakers thru HOKA website using paypal or apple pay and was charged tax
One of those 3 occasions I did not realize I was charged tax until after 3 months had elapsed.
Each time I have reached back out to HOKA/Decker Brands and HOKA ACKNOWLEDGED THE TAXING ERROR and refunded the tax amount.
They also said they would report the incorrect taxing issue to their IT Dept.
So this is not in dispute, I was CHARGED TAX INCORRECTLY, and HOKA Customer service ACKNOWLEDGED that and refunded it all 3 times
So my incorrect tax has been refunded and problem was resolved but only AFTER I reached out to HOKA and pointed out the issue each time.
So the issue I am reporting to BBB and to Decker Brands is not only being charged tax incorrectly BUT that HOKA is not fixing the issue (again happened 3 times over the course of over a year) BUT more importantly they are not returning the incorrectly charged tax to customers without the said customer (in this case, me) reaching out for them to correct the error, thus HOKA is keeping the tax as profit since they would not have to pay Minnesota (and other non footwear taxing states) the sales tax.
I know I am not the only customer with this issue as another family member experienced the same issue, along with another MN resident I am friends with so 3 different confirmed customers experiencing the same issue with multiple orders. HOKA needs to fix the error and proactively review all orders in states that do not charge sales tax on footwear and return those ill gotten funds ASAP.
Please note in my most recent communication with the HOKA customer rep, they again acknowledged the issue but put the blame on Paypal. I contacted Paypal and they put the blame back on HOKA, specifically adding that Paypal charged the correct amount at the time the order was placed but HOKA's system added the tax to the order after the fact, as noted in the attached receipt I got from Paypal. Also note, I made 6 other clothing/footwear purchases with paypal this same weekend as my HOKA purchase and did not have this issue with any other retailer.
So in conclusion, HOKA is charging tax when are not supposed to, they have acknowledged that and return the funds reactively when contacted. They need to fix the issue and returns funds to customer proactively. This is a multi-year issue.
FYI, attached is the last refund I received from HOKA proving I was charged tax, HOKA acknowledged the incorrectly charged tax and refunded said amount.

Regards,

D***** *****
Initial Complaint
Date:11/27/2023
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 received what was supposed to bebrand new Uggs in the mail three different times, and they were used. I contacted Ugg to send them back for an exchange, clearly explaining I do not want used Uggs and they sent me the same pair of used boots. They had white marks on them as if something was spilled on them and cleaned off, and a few dents in the shoe. After exchanging them twice, I no longer wanted an exchange but instead a return for store credit.

I returned the shoe, and it arrived at the UGG warehouse on 11/03/2023. Their policy on returns is 10 business days and it has now been 15 days without me receiving anything. I have been working with this coming for over a month and this has been more of a hassle. Customers should be compensated for situations like mine.
Business Response
Date: 11/27/2023

We apologize for the issue you experienced with your UGG boots. We understand that the processing timeframe is 10 business days after the item is delivered to the warehouse. However, due to the high volume of orders we are currently receiving, there may be a delay. After reviewing your return NA**********X_EX_RT, we can confirm that it was processed on 11/25 for the amount of $103.50. This refund should reflect on your original form of payment within 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 #20915725 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 11/28/2023

Complaint: 20915725

I am rejecting this response because UGG return policy is ten business days after it is delivered to the UGG warehouse. I waited 15 business days, before calling for an update. Now that I’ve contacted the Better Business Bureau, the payment will be returned in even more business days then promised before! First I was sent the same used pair of UGG boots three times, and now it’s taking a whole month for the refund to be processed. This is terrible business, and compensation should be offered.

Regards,

K******* ***

Business Response
Date: 11/30/2023

We are sorry to hear that you are rejecting this information. Our returns typically process within 5-10 business days, but we do allow up to 15 days after receipt at our warehouse for your return to process. Please note that processing timeframes may vary based on volume, especially during busy seasons. Upon review, we see that your return order NA20408457_EX_EX_RT has processed, and a refund has been posted to your site credit. We have provided your site credit information below for your reference.

Site credit number: 6******************
CVD: 9050
Balance: $130.04

We understand your frustration with receiving worn footwear. This is not the experience we are wanting you to have, and we would like to offer you 20% off a future order of one full-priced UGG item if you choose to place another order as a one-time courtesy. To take us up on this offer, please email us at [email protected] with your new order number once it ships, and we will process the 20% refund. Again, our apologies for the inconvenience. We hope this helps.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20915725 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:11/27/2023
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 have made a purchase of $463.73 with UGG for 2 pairs of boots, order # NA22008927 on Monday 11/13/2023 which was supposed to be delivered on Sunday 19, 2023, I received an email that my boots was supposedly delivered, opened my door and did not find anything by the door, went downstairs to the lobby and did not find anything there either, I contacted UGG customer care on the same day and there was a problem and they were not working on Sunday, neither CHAT nor text messaging service, I called customer care on Monday, 11/20/2023 and spoke to Lyssete, and was told that I need to wait 15 business days to receive my refund and that she submitted a ticket on my behalf to UGG special department as well as to Fedex. Called again on Wednesday on 11/22/2024 since I never received an email confirmation of not received goods and spoke to D****** Ch, who transfered me to a supervisor Caitlynne just to be told ticket was never submitted and she would be submitting one, but she refused to send me any email confirmations as did the other agents that I’ve spoke to previously, seems like this is a scheme to fool customers in to believing just their words and not any written confirmations, after fighting with her for 2 hours, she sends me a hand written email which I have attached here. At this point I already realize this is a scheme, so on 11/24/23 I disputed the charges from Afterpay which is the payment method I used and exactly in 1 minute of doing so I have received an Email from UGG that dispute case was denied and they will not be sending me the refund. All of a sudden it’s no more 15 days as I disputed the charges they send this email in one minute, I am attaching a screenshot of that email as well, I called UGG customer service again on the same day 11/24/23, to speak to crystal who transferred me to supervisor Angeline, she refuses to listen is obnoxious, speaks over me the whole time and screams that they will not be sending me a refund and that I need to deal with Fedex, she refuses to acknowledge that Fedex will not let me file a claim nor follow up on existing claim without the shipper. Seems like UGG failed to send a valuable package with signature required and did not insure the package either and that’s why their insurance claim with Fedex was denied. The picture proof on Fedex website is not my lobby. UGG needs to bother and follow up their claim on with Fedex but it has nothing to do with me, they have a business with Fedex not me and they choose how they send their packages, I paid my money to UGG and have not received my goods. I demand my money back.
Business Response
Date: 11/29/2023

We apologize for the negative experience you had with your package NA22008927. We understand that not receiving all of your items can be frustrating. After reviewing the situation, it appears that FedEx has denied your claim because they have confirmed that the items were successfully delivered. As a result, we are unable to process a refund on our end. Once the shipping carrier has made a final decision on a claim, we are unable to reopen it. If you feel this was reached in error, you are certainly welcome to reach out to FedEx directly to see what other options they can provide.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20915060 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 11/30/2023

Complaint: 20915060

I am rejecting this response because: UGG is refusing to locate the package from Fedex or to file a missing package claim AND FOLLOW UP ON IT!!! they are sending the same generic response how Fedex denied THEIR insurance claim and using that as a reason to refuse a refund TO ME. They have not provided any proof that they delivered a package to me and at this point withholding my money that I will be disputing because I have no other choice as my hands are tied as UGG is keeping my money and refusing to locate the package or bother to follow up on Fedex claim and when I call Fedex , they refuse to speak to me of any details about this package because according to them only shipper can know the details, file a missing package claim and follow up on it, Fedex has asked me to have the SHIPPER(UGG) give them a call so they can send UGG’s insurance claim to a special department.

Regards,

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

Business Response
Date: 12/01/2023

We are sorry to hear that you are rejecting this information. Our Customer Care Team has submitted a claim for your order NA22008927, but unfortunately, FedEx has denied the claim as they have confirmed successful delivery. Once a claim is denied, we are unable to reopen it or issue a refund for the items. Since the order is considered delivered, we are unable to provide a refund unless the claim changes. We recommend reaching out to FedEx 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 #20915060 if you need any further assistance.

UGG Customer Care Team

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