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
- 566 total complaints in the last 3 years.
- 257 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:11/20/2023
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.
Order # NA*****638
Ordered consisted of 3 pairs of Uggs. All 3 were on back order. Used Zip a third party for payment. Charged from zip on September 22,23 $214.38 for initial installment plan. Back order took longer than expected , one pair of Ugg boots canceled. Other two on back order till November 13. After a week , zip card automatically credited my $214.38 back as their policy is if backorder not filled within 7 days. Called Ugg to change card as the Zip card no longer active for payment. Ugg said cannot make changes to card on order, that the order will be canceled on their end. In the comes time order Uggs from different merchant, 3 weeks later I received 2 Uggs from Ugg!!! Called and received. Return information to return. Sent both pairs back in same box and received a confirmation via phone and email they returned. A week later, Deckers emails and said I owe for the boots they never received $ 348.64!!! I called customer service they verified return in warehouse for both boots, but I have to email deckers they are different departments. Email back for them to check records and they sent email stating warehouse only has one boot and they credited my card… which was a Zip payment card not my financial bank. Advised that I don’t have any credits and to please verify two boots received!! Again, sand email that I need to pay the balance in full or they will send me to collections. How can you not even try to investigate where the boots went and check to see where your credit is since that card is not valid? I called zip and they also could not verify a credit pending. So disappointed in customer service for Ugg products. I’m trying to do the right thing thing to everyone’s best interest and not getting any help just harassing emails daily they need my money for boots I sent back to them.
Business Response
Date: 11/21/2023
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.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20893401 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/22/2023
Complaint: 20893401
I am rejecting this response because: I have emailed that department 3 different times and they will not respond or research what evidence I provide. I sent an email on 11.17.23 and still no response from them and they are threatening to send my dispute to the credit agencies and this is not okay as I have been more than helpful with my return of my two shoes and providing them with communications.
Regards,
C****** *******Business Response
Date: 11/24/2023
We are sorry that you are rejecting this information. We have reached out to our Customer Care Team on your behalf, and they should follow up with you within 3-5 business days regarding more information. Again, our apologies for any inconvenience this may have caused.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20893401 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/30/2023
Still waiting for response 3 weeks ago.
Complaint: 20893401
I am rejecting this response because:
I sent back 2 pairs of Uggs and was not credited by consumer. Still being sent bill.
Regards,
C****** *******Customer Answer
Date: 12/08/2023
Just an FYI they said they would follow up with me in 3-5 days and again no information received from Deckers. This is horrible customer service and they are threatening me they will send me to collections and report to credit agencies when I returned two pairs of Ugg boots to them with verbal confirm from customer service they were received at the warehouse.Initial Complaint
Date:11/14/2023
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 placed an order using Afterpay. Due to an excessive shipping fee I cancelled the order within 1 hour. They charge was never cancelled with Afterpay and they refuse to contact Afterpay to reverse the charge
I will never get this product, so why should I pay for itBusiness Response
Date: 11/15/2023
Hello V******* ******,
Thank you for reaching out to us about this. Upon review, we can confirm your order is cancelled. If you are still seeing a transaction on your account from Afterpay, you will need to work with them or your bank directly regarding the transaction. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20868085 if you need any further assistance.Customer Answer
Date: 11/15/2023
Complaint: 20868085
I am rejecting this response because:Afterpay has tried to contact you and you have not responded that this order has been canceled. I should not have to pay for this. I never got any goods
Regards,
V******* ******Customer Answer
Date: 11/16/2023
This has been refunded by seller.Initial Complaint
Date:11/10/2023
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.
Did not receive my item that I purchased.Business Response
Date: 11/14/2023
Hello Alyssa Martinez,
We are sorry to hear you have not received your order. Unfortunately, we were unable to locate an order in our system with your email address. If you could please respond with your order number and the website URL you placed your order at, we can provide additional information.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20851572 if you need any further assistance.
Deckers Brands Customer Care TeamCustomer Answer
Date: 11/14/2023
email used was my moms sorry it was *************@yahoo.comInitial Complaint
Date:11/09/2023
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 received an email from Deckers Customer Care Recovery Team with the subject “OUTSTANDING BALANCE ON MISSING RETURN”. I responded about 3 weeks ago and still have not received a response.
Just to give a quick background. I ordered a pair of shoes (Gaviota 4) on the Hoka website for $148.06 on July 1, 2023 and received my order on July 6, 2023. After a week of use, I decided to return them because they did not meet my expectations. I packed the pair of Gaviota 4 in the original packing and dropped them off at USPS in Manhattan, NYC on July 13, 2023. After a few hours, I received an automated email from Hoka saying that the shoes have been received at their warehouse and the refund of $148.06 has been initiated.
After about 3 months on October 20, 2023, I received an email from Deckers Customer Care Recovery Team saying that I have an outstanding balance of $148.06 because their warehouse did not receive the Gaviota 4 in my return packaging. Instead, they received “A SAN EDELMAN SANDALS”, which I have no knowledge of as I do not own nor wear any sandals. Because I already received the refund, they said that I have to pay $148.06 for the shoes. And if I do not resolve this balance within 60 days, then they would send this to collections.
I immediately called Hoka Customer Service and talked to a supervisor named John. I explained to him the details of what happened and told him that I did not understand why I received the email when I’m 100% sure that I returned the Gaviota 4 that I ordered. He said that he could only go by what their warehouse team received. I said that something must have happened during shipping and he said that it doesn’t typically happen. However, he said that if I could provide a receipt showing the weight information, then this would be considered a proof. I knew I had the receipt so I told him that I would send it to him. He told me to call him back once I have it.
After about 5 minutes, I called John and told him that I have the electronic receipt sent by USPS, which includes all the details including acceptance date, tracking, weight information, etc. I told him that I could forward it to him, but surprisingly, he said that his team does not handle this type of situation after all, so he told me to respond and send the receipt to the email that I received from Deckers. He said that they communicate only through email but this team would be able to take care of this issue.
I responded to Deckers Customer Care Recovery Team right away, reiterating that I returned the Gaviota 4 that I ordered and attaching the email receipt from USPS as proof. I also told them I have never been in collections before and asked them to resolve this as soon as possible.
I received an automatic reply from Deckers saying that they would get back to me in 5-7 days. However, it has been almost 3 weeks now and I have not received a response from them. Is it possible to prioritize and fix this issue? This has never happened to me before. I have excellent credit and I definitely do not want to be sent to collections especially for something I returned.
If it helps, the last update on USPS return tracking said that the item was picked up by the shipping agent at 8:02 am on July 14, 2023, in New York, NY 10023. This was the morning after I dropped off the shoes. I don’t know when or if the shoes arrived at your warehouse. All I know is I am absolutely certain that I dropped off the Gaviota 4 in its original packing at USPS on July 13, 2023 at 2:29 pm as per receipt.
Business Response
Date: 11/15/2023
Hello P*** ******,
Thank you for reaching out to us. We are sorry to hear you are having a hard time getting through to the Customer Care Recovery Team. Due to this situation being handled by this team, we will not be able to assist you with this matter as we do not have access to that department's information. However, we have reached out to this team directly and they will be following up with you via email shortly.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20848872 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 11/15/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20848872, and find that this resolution is satisfactory to me.Deckers Customer Care Recovery Team has responded to me through email (attached) saying that the balance they were asking me to pay is no longer due. While this resolves the issue, it was a major inconvenience due to improper shipping/handling of returns and untimely communication by Deckers/Hoka. There are multiple customers on BBB that have posted their similar complaint against Deckers telling them that they have outstanding balance due to "missing returns" a few months after actually returning their items. This is a huge problem and should be fixed by Deckers/Hoka.
Regardless of this experience, thank you for helping me fix this issue. I appreciate it very much.
Best,
P*** ******Initial Complaint
Date:11/07/2023
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 placed an order for a kids shoe that did not fit. NA2****157
On 9/22 I returned the shoes and received credit for it. Deckerbrands is now alleging that what I returned a jacket and not the shoes. They’ve included a photo of a jacket that I have never seen. I wrote them and said there must be some confusion I returned shoes. I even went as far as repurchasing the shoe I needed in an adult size and actually paid more for it as it was a gift for my daughter. What they are doing is commuting fraud. Either in the warehouse and trying to charge me again for a pair of shoes I returned. I am completely shocked and dismayed that decker brands is accusing me of sending the wrong product as if I am incompetent. They’ve threaten to send this to collections. Someone please tell me how I can possibly pay for a pair of shoes that I returned using their labels. Their box and their shipping return slip. How is this even possible.Business Response
Date: 11/08/2023
Hello A***** *******,
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.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20836049 if you need any further assistance.
UGG Customer Care Team
Customer Answer
Date: 11/08/2023
The customer care team reached out and advised they would give a courtesy waiver. They threatened me on multiple contacts that this would be sent to collections. I advised them I would like to receive in writing that this will not be referred to a collection agency.Customer Answer
Date: 11/08/2023
I am rejecting this response because:The customer care team reached out and advised they would give a courtesy waiver. They threatened me on multiple contacts that this would be sent to collections. I advised them I would like to receive in writing that this will not be referred to a collection agency.
Regards,
A***** *******Business Response
Date: 11/10/2023
Thank you for reaching out to us regarding this. We do see our Customer Care Recovery Team waived any further collection attempts related to order NA2****157. An email was sent to you as well. There will be no future contacts from this team regarding this and all our systems have been noted accordingly. We hope this helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20836049 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:11/06/2023
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 Purchased 2 boots from from UGGs. The order numbers are NA20051111 and NA20046558.
When returning I clicked on the same order 2x and was given 2 different return codes to return rather each boot so that the system knows its 2 different orders. However, I have called may times providing both order tracking numbers as they both were returned the same day and time. I still have yet to receive my refund.Business Response
Date: 11/08/2023
Hello Ebony Richardson,
Thank you for reaching out about your returns! Our apologies for the delay you experienced. Upon review, we see that both returns have now been processed. Your return for order NA2**51111 was processed on 10/2 and your return for order NA20046558 was processed on 11/6. We hope this information helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20833995 if you need any further assistance.
UGG Customer Care Team
Initial Complaint
Date:11/06/2023
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.
On September 12th, I made a purchase amounting to $974.75 (Order number: NA19764247). Due to an
unexpected delay in the arrival time, I found myself no longer needing the products and decided to return
them. UGG provided me with a return label, which I used to send the products back promptly.
However, it has now been over a month since the return, and I have yet to receive my refund. I have
contacted UGG's customer service numerous times to resolve this matter. Their stated reason for not
processing the refund is that they have not received the returned products, and they told me to I have to
claim to USPS then then can refund me. However, upon tracking the package (Return tracking number:
92******************036093), I discovered that the products were delivered to their NJ address, not
the CA address UGG customer supervisor later mentioned.
It is essential to note that I utilized the return label provided by UGG, thereby fulfilling all my
responsibilities as a customer. The courier company has informed me that since the label is paid for by the
seller, UGG must initiate any claims. But after several contacted with UGG, they insisted that I make a
claim, otherwise they would not be able to refund the money. Then I claimed to USPS as UGG ask, but
the status shows: Denied - Records indicate delivery of article. Now I'm like a ball being kicked around.
This entire experience has been immensely stressful and has caused unnecessary confusion. The lack of
clarity and responsiveness from UGG's end has left me feeling uncomfortable and unfairly treated.
I kindly urge the BBB to intervene and help mediate this situation. I believe I am entitled to a prompt
refund for the returned products, and I trust that with your involvement, this matter will be resolved
swiftly and amicably.Business Response
Date: 11/09/2023
We are sorry to hear about the issue with your return. We know this can be very frustrating for you while you are waiting for your return to be processed. As a one-time courtesy, we have manually processed your return NA19764247_RT for you in the amount of $974.75. Although refunds are immediate on our end it can take 3-5 business days for this to reflect in your Visa account ending in 0128. For future reference, please be sure that if a return is being made, that the correct address is shown on the label for Moreno Valley. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20832448 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:11/02/2023
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 online and supposedly the items were delivered on 9/15/23. The order consisted of the following 3 - JELLA CLEAR SLIDE in the following colors; DRAGON FRUIT, SUNNY YELLOW, PALE CHARTREUSE. 1 - TASMAN SLIPPER in the color black and CLASSIC ULTRA MINI in the color CHESTNUT. I reached out to UGGs to advise that the order was not received, and I was told a claim would need to be submitted and i would need to allow time. I allowed a few weeks to go by and i requested a status on my claim where i was told that i needed to wait a few more days and someone would be reaching out to me via email. I allowed the few extra days they advised me to and I had not heard back from anyone. I once again reached out and was told that the claim had not even gone through and once again it would need to be refiled and i would need to wait once again another month. After waiting again I heard back and i was told my claim was denied because FedEx said it was "dropped off". I received no other explanation as to where it was dropped off other than by a garage. I live in a townhome with 3 other homes attached to mine. I do not know if my package was even delivered to the correct location. My address is 3734 Bailey, right down the street, less than a minute walk there is a 3734 Bissell. As you see it is the same number just a different street where all packages seem to be delivered to and left at the wrong address. I am not sure if this is the case here but I need a definite answer as to what "garage" my package was left at, why was it not left at the front door where i have a camera, and what will be done about this missing package! I dont feel comfortable with this "investigation" as I was lied to the first time by UGG via chat when they stated it was submitted but then i was told it was not resulting in me waiting longer.Business Response
Date: 11/07/2023
Hello A****** *******,
We are sorry to hear FedEx denied your lost package claim. Unfortunately, we are unable to reopen this claim for you. We recommend reaching out to FedEx directly to dispute the claim. If the claim is approved, we will be able to process the refund. We hope this information helps to clarify the process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20817039 if you need any further assistance.
UGG Customer Care Team
Customer Answer
Date: 11/07/2023
Complaint: 20817039
I am rejecting this response because:Ugg took almost 2 months to state to me that the claim was “denied”. Ultimately it is unacceptable to show someone a picture of a random garage and state that the package was “delivered”. Ugg failed the first time to actually submit the claim to fedex resulting in an extreme delay. Because of this extreme delay on behalf of Ugg I am no longer able to file my own claim with fedex as it has exceeded the 60 calendar days. I feel that this was purposely done on behalf of ugg to prevent me from filling this claim myself.
Regards,
A****** *******Business Response
Date: 11/09/2023
Hello A******,
We're sorry to hear that you're rejecting this information. We understand how frustrating it can be to not receive your items. Our processing teams have manually filed a claim with both shipping carriers, UPS and FedEx. Unfortunately, the items associated with FedEx tracking number *********583 were denied, as FedEx stated that the package was successfully delivered. Regarding the item associated with UPS tracking number 1Z208W3*********08, the investigation has been closed because they were unable to contact you for additional information about your lost package. We are unable to reopen the claim with our shipping carriers. Since this is considered delivered, we won't be able to refund this order unless the claim changes. We strongly recommend contacting both carriers for additional assistance. We apologize for any inconvenience caused.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20817039 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/09/2023
Complaint: 20817039
I am rejecting this response because:Absolutely no one has “reached out “ to me in regards to any claim filed. All the lies need to stop and fedex needs to provide an exact address of where this package was “delivered” to as o can 100 percent gaurantee that it was not delivered to my address!
Regards,
A****** *******Initial Complaint
Date:11/02/2023
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 returned a pair of UGG boots through USPS on 7/21/23. Return#: NA*****816_RT. Tracking#: 9202 3901************3068 52. The prepaid USPS return label was provided by UGG. On 10/20/23, I received an email from UGG that said: "It has been confirmed that the items specified on your return were not the items included in your return packaging.?Instead,?our warehouse confirmed the following: RECEIVED TWO ENVELOPES. Since you already received a refund, credit, or exchange for the items, we request that you pay for the product refunded, credited, or exchanged as soon as possible." When I called UGG on 10/23/23 (& spoke with Veronica M.), I was told that the box arrived empty. I have proof that I did not mail an empty box--when I delivered the package to USPS, it was weighed at over 3 pounds (see USPS receipt attached) so the box was not empty. The boots were in the box when I mailed it. If the box arrived empty, someone had to have emptied it after I delivered it to USPS. It could have been a USPS or UGG employee. As I see it, this is an issue between UGG and USPS since that's the carrier UGG chooses to do business with. I did not choose USPS. I followed the instructions provided by UGG--I used the mail carrier of their choosing & returned the boots. My receipt shows that I did not mail an empty box. The USPS shipping label came with $100 insurance for which a claim should have been submitted within 60 days of mailing the package. UGG did not notify me that the package arrived empty until 91 days after I shipped it so the insurance claim window has far passed. I would like UGG to 1. write off this expense as lost in transit & 2. relieve me of liability as I have proof that the return package was not empty when I mailed it. I've never had to deal with something like this before. It's hard to conceive that a company is asking me to pay $150.41 for shoes I don't get to own.Business Response
Date: 11/07/2023
Hello J**** *****,
We are sorry to hear that your return has gone unprocessed. Upon review, we see that our Customer Care Recovery Team has received your documentation, and we can confirm they are looking further into this. We appreciate your patience as this team investigates the situation and works to provide a resolution. They will follow up with you via email directly. We hope this information helps to clarify the process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20816022 if you need any further assistance.
UGG Customer Care Team
Customer Answer
Date: 11/07/2023
Complaint: 20816022
I am rejecting this response because:I have already received a response from [email protected] on Fri, Nov 3, 2023. They sent me a picture of an empty box as if that's proof I mailed an empty box. I could just as easily send a picture of my shoe closet with no UGG boots and claim that's proof I did not keep the shoes. The only legitimate proof on either side is my USPS drop-off receipt that shows the box weighed 3 lb & 1.3 oz when USPS received it from me. Further, I sent to [email protected], a voice mail recording from the USPS Inspector General's Office stating that the box weighed 2 lb & 14.8 oz (minor 2.5 oz difference could be due to scale calibration, atmosphere conditions, etc.) when your shipping agent picked it up from USPS. Therefore, the claim that I mailed an empty box (accd. to Veronica M., UGG Customer Service) or containing only 2 envelopes (accd. to CCRecoveryTeam email) is false. The box could have only been emptied after it left the USPS facility. Therefore, this is an issue between UGG/Deckers and your shipping agent and/or receiving warehouse. I cannot accept liability for your agents. I followed your return instructions exactly and delivered the boots in their original shipping box to the carrier of your choice: USPS.
It is your responsibility to follow up with your shipping agent who picked the package up from USPS; I do not even know who your shipping agent is.
Let me reiterate that the USPS shipping label included $100 insurance for which a claim would have had to been made within 60 days of me mailing the boots. You waited ninety-one days after I returned the boots to notify me; therefore, the insurance claim cannot be made. I mailed the boots on 7/21/23. Your customer service rep., Veronica M. told me the package was received by your warehouse in late July. CCRecoveryTeam emailed me on 10/20/23 to inform me of the issue. What reason do you have for waiting so long?On Fri, Nov 3, 2023, CCRecoveryTeam essentially told me my only option is to pay for shoes I returned to you OR attempt recourse with your shipping agent. Again, I do not know who the UGG shipping agent is and I cannot accept liability for their actions. You (Ugg/Deckers) should have to take it up with your shipping agent.
I do not wish to communicate with CCRecovery any further as I am getting no where with them. Please only respond with resolution to this case through BBB.
Regards,
J**** *****Business Response
Date: 11/09/2023
Hello J**** *****,
Thank you for following up. We reached out to the Customer Care Recovery Team directly and they were able to review the documentation. They wanted to let you know they appreciated your detailed response and apologize for the delay. We will be waiving any further collection attempts related to order NA18400816_RT. There will be no future contacts from this team regarding this and all of our systems have been noted accordingly. We hope this helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20816022 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/09/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 20816022, and find that this resolution is satisfactory to me.
Regards,
J**** *****Initial Complaint
Date:10/30/2023
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 2 pairs of Hoka shoes (NA19524703) and paid $340.99.
I was advised it was delivered via FedEx on 9/12/2023 (70*******263) to my home address (apartment). However, I NEVER received it, I contacted HOKA several times claiming for investigation, but the response was "The investigation submitted on your behalf with FedEx regarding the lost package under tracking number 70*******263 for order NA19524703 has been concluded. FedEx has determined that the package was successfully delivered to your location and has denied your claim. HOKA advised me to contact FedEx, but FedEx refused my claim because it was delivered successfully with a signature (signed by R. *****, I have no idea who this is.). HOKA and FedEx, nobody is taking responsibility for this shipment which leads me to lose $340.99 and my time and effort to chase & claim. I am just sitting here and cannot do anything to find my right. Please kindly help me.
Due to the results of the investigation, we are unable to process a replacement or refund on your order.Business Response
Date: 10/31/2023
We are sorry to hear you did not receive your order. Upon review, we see that the lost package claim for order NA1******3 was denied by FedEx due to your package being signed for. For further assistance, we would recommend reaching out to FedEx directly to dispute the claim. Unfortunately, we are unable to provide a refund unless FedEx changes their decision on the investigation and deems your package lost and approves your claim. You can reach FedEx directly at 1.800.463.3339. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20797454 if you need any further assistance.
HOKA Customer Care Team
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