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

566 total complaints in the last 3 years.
257 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:10/30/2023
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.
Order NA2****417 was placed 9/28/2023 supposed to be delivered 9/29/2023. Order was not delivered. Company was contacted right away. Customer service was absolutely rude. Eventually one of the agents stated w they will open claim with UPS. October 4 I was told that claim was open and it will take 15 business days to get an answer. That supposed to be 10/25. , fast forward a month later I still have not received any update or any assistance from the company. I did asked them to reship the items that were delivered - they refused. There was zero proof showed or provided where the items were delivered or who signed for it. Due to business not being fair and not answering my messages , I am hoping to receive your help and get this sorted out.
Business Response
Date: 10/31/2023

We are sorry to hear about your experience with our Customer Care Team. We see that UPS approved the lost package claim. We have refunded you in full for order NA2****417 so you can replace your order at your convenience. Although this is immediate on our end, please allow 3-5 business days for the $372.65 to reflect in your account. We hope this helps!

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20796380 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20796380, and find that this resolution is satisfactory to me.

Regards,

A**** ****
Initial Complaint
Date:10/30/2023
Type:Product Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I returned a pair of uggs October 16 2022 and didn’t receive an email containing my store credit until 1/14/2023. UGG states that I cannot redeem my credit due to it being over a year but I didn’t receive credit info until January 2023.
Business Response
Date: 10/31/2023
Hello T******,

We are sorry to hear your site credit expired before you had the chance to use it. For future reference, site credits are valid for 1 year after being issued. As a one-time courtesy, we would be happy to place an order for a replacement pair of your choice for equal or lesser value than $170. Please provide the following information and we would be happy to get this order processed for you.

Full name:

Complete shipping address:

Phone number:

Email address:

Item you are requesting:

Color:

Size:

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20795622 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/31/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20795622, and find that this resolution is satisfactory to me.

Regards,

T****** ********
Initial Complaint
Date:10/27/2023
Type:Service or Repair 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.
If your warehouse team just denies warranty claims with no legit basis, you should mention upfront that your product offers no warranty at all. It is a fraud to mislead buyers to think that you offer a warranty for your products.

I bought a Teva Men's M Katavi 2 Slide Sandal Brown (8 M US) on Amazon.com on March 2023. The strap of one shoe came apart within 6 months. On September 2023 I filed a warranty claim on Teva's website and shipped the product back to them at my own cost, with RMA and purchase receipt attached showing it is within 1 year warranty period.

On 10/26/2023, Dockers Team Return Department shipped everything back to me plus a notice saying "We recently received your return product. After careful evaluation, we regret to inform you that we are not able to accept this return because brand warranty period on this product has expired. Our warranty covers defects in materials and craftsmanship for the period of one year from the original date of purchase. Product purchased over one year ago are no longer covered under our warranty policy and cannot be returned". It is ridiculous this out-of-warranty notice is on top of the receipt I printed showing a March 2023 purchase date, so I know it is not because the receipt got lost in the mailing or sorting.

I immediately contacted Teva customer service on 10/27/2023. They just kept saying that "I was just informed that all warranty claims are final, and we are unable to overturn the warehouse team's denial. However, if you'd like, you are welcome to send them in for a re-evaluation." I asked why is the denial and how they could force me to bear the shipping cost to try again. It was just mentioned that "However, from what I can see, it only shows that they are currently out of warranty. I really wish we had more information on the exact reasons, but that is not provided at the moment."

Attached are scans of three pieces of papers that were returned back to me.
Business Response
Date: 10/31/2023

We are sorry to hear that your Katavi 2 hiking sandals were denied under our warranty. If the item was not accompanied by a receipt the item is evaluated by the manufacturing date on the shoe itself. However, since you have stated this item was purchased in the last year, we will gladly accommodate a photo evaluation of your item to see what additional options we can explore. Please provide the requested information in the format shown below. Once your information has been evaluated, we will follow up with you.

Style Number (S/N):

Color:

US Size:

Where was the item purchased?

When was the purchase made?

Brief Description of the Defect:

Any additional instructions/Questions:

We will also need:

• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20790711 if you need any further assistance.

Teva Customer Care Team
Initial Complaint
Date:10/25/2023
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 ordered a size 9 in the burnt olive Tasman slipper. I also paid for express (2 day) shipping. My order arrived after 4 days and was the completely wrong size and color. I contact customer service. They were no help so I asked to escalate the situation and receive communication from a manager.. I was told to expect a call within 24 hours, a week later and I have not received a call or email. The company refused to resolve the issue and now will not contact me back to find a resolution.
Business Response
Date: 10/25/2023

Our apologies for the issues you encountered with order NA20708477. We understand receiving the incorrect item could be frustrating. Unfortunately, we are unable to send out a replacement, however, you are welcome to set up a return and request a refund or an exchange for the correct size and color. To do so, please visit bit.ly/UGGReturn and enter your order number and billing zip code to begin. Once completed, you will be provided with a complimentary return shipping label and instructions on how to proceed. Please be sure to keep your return tracking number for your reference and have the package scanned at your nearest USPS location to send back to our facilities. Once your return has been processed, you will receive a confirmation email with details of your exchange or refund.

Additionally, we have refunded the shipping cost of your order due to your order shipping out with 3 days select shipping instead of the expedited shipping option. Please note that the funds may take 3-5 business days to show up in your account depending on your financial institution's policies. 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 #20779712 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:10/11/2023
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.
Do not buy Hoka sneakers as company does not support you if problems. Bought a pair of new white womens Hoka One One sneakers (Clifton 9 11****6/WWH Women's Running Shoes size 6) for wife in early May 2023 and after a couple months the side of the sole started coming apart (not due to wear and tear). I followed Hoka warranty claim return process and mailed the sneakers back to Hoka via UPS (tracking # 1Z05V*********4408). UPS says they received it on 9/21/23. After 3 weeks they have not been able to find the sneakers they received and are not offering any concession. I tried to talk with manager after getting no where with customer support and they said they would call me back but never did. At this point I am out $168.95 and no sneakers. Will seek legal actions against company.
Business Response
Date: 10/12/2023

Our apologies for the delay you encountered with your retail return. We have sent a request to our processing team about your unprocessed return to get this resolved. Please allow 3-5 business days for them to get this processed for you. After the processing, you will receive an email with more details about your return. Thank you for your understanding and patience.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20724415 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:10/09/2023
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.
Order# NA 19*****4 I called Deckers (Ugg) and asked if they shipped to PO Box. The representative told me yes. I ordered a pair of Ugg Classic Tall Boots. I never received the boots because UPS ground does not deliver to PO Boxes. I spoke with UPS manager who explained that Deckers (UGG) should have never created a shipping label with a PO Box for UPS ground. They should have reached out to me for a physical street address. He also made me aware that it states it on the UGG website that UPS ground does not ship to PO Boxes. UPS reached out to Deckers/UGG and advised that they could not deliver to the P O Box. Someone at UGG/Deckers provided UPS with an address of 6907 Roberts Rd in Bridgeview IL 60455. This is not my address. I do not know why UGG/Deckers provided that address. The boots were delivered to that address. Now I do not have the boots and UGG/Deckers is not taking any responsibility. They are basically telling me to take it up with UPS. UPS has stated this is a shipper error and if they did issue a refund it would be to UGG/Deckers not me. UGG/Deckers sent me an email not taking any responsibility for their error. This is totally the error of UGG Deckers. They should have never shipped the boots to a PO Box knowing the address is not deliverable by UPS ground. The order should have been stopped and I should have been contacted. The attachment states that UPS Ground does not ship to PO Boxes. Per the UGG website the only way they ship to PO Boxes is via US Postal Service.

Ugg is not willing to help and telling me to take it up with UPS. UPS is telling me that this is a shipper error and to take it up with UGG/Deckers. The way I see it this is UGG Deckers fault. They used the wrong carrier to ship out to a PO Box.

I should not be responsible for a package that I never received.
Business Response
Date: 10/11/2023

We apologize for the ongoing back and forth regarding your lost package NA19****64. Unfortunately, since the carrier has denied this, you must work with them directly towards a resolution. They may have questions for you that we do not have the answer for. Please work with UPS directly via phone at ###-###-#### for further assistance. If they reopen your claim and after investigation find that you did not receive the package, we can then provide a resolution.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20713899 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/11/2023

Complaint: 20713899

I am rejecting this response because: Ugg used the incorrect shipping method for sending a package to a P O Box.

Regards,

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

Business Response
Date: 10/18/2023
As a one-time courtesy, we have refunded your order NA199****4 in full. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. Please note, we will be unable to assist with any future lost package claims that are sent to a PO Box. Please use a street address for any future orders placed at UGG.com. Our apologies again for the frustrating experience. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20713899 if you need any further assistance.
UGG Customer Care Team
Customer Answer
Date: 10/18/2023

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 20713899, and find that this resolution is satisfactory to me.

Regards,

M***** ******
Initial Complaint
Date:10/05/2023
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.
I received a letter on September 29th from Remex, Inc, a debt collector. The letter states that Remex is trying to collect a debt of the amount of 185.09 $ that I supposedly own to Deckers Outdoor Corporation .
On September 29th, 2023 I contacted the customer service of Deckers via phone in reference to the debt. I spoke to Aleah the customer service assistant, she advised me that the package that I returned back in November 2022 had no shoes, but pants in it.

Please be advised that I returned the shoes, Deckers refund me my money back to my credit card right away
I do not understand why Deckers have pants in their system as a returned item. Deckers did not contact me upon receiving the package with "pants". If there was a problem Deckers should have contact me immediately in reference to the package. Now one year later I get a letter from a debt collector stating I have an outstanding debt of 185.09 $ to Deckers.
Please have the matter resolve as soon as possible, please be advised that I will not pay for something that I returned.
Business Response
Date: 10/10/2023

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. 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 #20699452 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/11/2023

Complaint: 20699452

I am rejecting this response because:

The business gave me full refund for the shoes and almost a year later claimed that they never receive the shoes and now they trying to collect the 185.09$ this is scam the item was returned in the box that was provided in original shipment no one ever contact me about this matter. Why do i have to pay for something that i returned. My credit card statement shows refund for this item . This is have to be a mistake on their end with the orders .why they waited so long with this issue and now they wont even let me dispute that with them because this was sent to collection this is really bad that company like uggs doest such a scam with their customers im really disappointed .

Regards,

G****** *******

Business Response
Date: 10/12/2023

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 #20699452 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:10/02/2023
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 online order with a company described on line as Hoka.Com for a pair of Bondi 8 shoes on Sept 29 2023. My order number is

ORDER CONFIRMATION
NA******98

ORDER SUMMARY:
Sales Subtotal: $165.00
Product Discount: $0.00
Gift Wrap: $0.00
Shipping: $10.00
Ship Discount: $0.00
Tax: $12.25
My Chase credit card was charged a TOTAL of : $187.25 .

I heard nothing further from Decker Hoka One regarding this order. On Oct**** 2, 2023 I searched for information on my order and discovered that the items in Question are on back order with an anticipated shipping date of November of 2023.
I attempted to contact Decker Hoka and all my attempts to contact this organization, text, email, chat and phone were futile. The email address was rejected, as were chats, text and phone provided on my original receipt.
Business Response
Date: 10/04/2023

We are sorry to hear you were unable to get ahold of our Customer Care team regarding your order NA******98. We understand the importance of receiving timely updates and clarifications about your order. However, we have some great news - your order is on its way and is estimated to be delivered tomorrow, 10/5. The UPS tracking number for your order is 1Z2079RR*********0.

We apologize for any confusion that may have arisen from the back-order email you received earlier and request that you disregard it since your order is already on its way. We have also resent the shipping confirmation email for your reference. We hope this information is helpful.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20687291 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 10/04/2023

Complaint: 20687291

I am rejecting this response because:

When I received their not in stock and shipping delayed I order a replacement from another company. I relied on their notice of back order and replaced the item. If in fact that notice was sent in error the responsibility is this seller. I am still due a refund upon return of items I noticed then I canceled. Interesting that my order was found after I filed a complaint with the BBB.

Regards,

R***** ******

Business Response
Date: 10/06/2023
r R****t, Our apologies for any inconvenience this has caused. However, since this order has been delivered, you will need to go through the return process to receive a refund. You can start the process by visiting this link: bit.ly/HOKAReturns. We hope this helps to clarify the process towards resolution.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20687291 if you need any further assistance.
HOKA Customer Care Team
Initial Complaint
Date:10/02/2023
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 purchased my daughter some Ugg's K Fluff Black slides. She only wore the shoes 3 times and I saw that one of the shoes were coming apart. I took the shoes back to the local Ugg store were they were purchased and was told to call customer service 1-888-432-8530 and they will help me
get them replaced because they were under warranty and they store was out of stock. I called spoke a a young lady who sent a return authorization form Customer Number: NA2******2 Order Number: RA0*****17_RCRT and advised that they would take care of the issue with the shoes. I sent the shoes back via USPS. I called for a status and was advised that the company was going not going to fix the shoes that they only will issue a credit that can only be used on the Internet to order from their Ugg's site. I advised that I want my daughters shoes back so I can take them to a local shoe shop to get them fix. I was advised that Ugg's will not do that. I had to take the internet credit. I purchased this and if it can't be fixed under warranty a company i would like to take it somewhere else to get it fixed. A company can not make me or force me to take something in return for an item I purchased.
Business Response
Date: 10/03/2023
Hello Oliver,

Thank you for reaching out to us about this. We understand your daughter's wish is to receive a replacement for the slides, however, we would be more than happy to provide further clarification. As this item was purchased from one of our stores, you will receive a site credit which can be applied to any style purchased from our website, www.UGG.com, or any of our retail locations, if your return is approved under warranty. We do not provide repair services and are unable to provide a replacement for an item purchased at an UGG Store location. Once an item is shipped to our warehouse, we cannot return it to you unless the item is deemed not eligible under our warranty policy. This is the only instance in which the return center can send back a return. Once your return has been processed, you should receive a confirmation email with info regarding your credit if eligible. We apologize for any misunderstanding of our warranty return policy. We hope this information helps to clarify.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20683482 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 10/03/2023

Complaint: 20683482

I am rejecting this response because: I went to an Ugg store and was advised that shoe is not available online or in store now. I want my item back a company can not force me to take a credit I want the Item I purchased back. The 1 year warranty has been explained 3 different ways buy Ugg representatives which is an internal training issue. Uggs need to satisfy the customer or this will go viral.

Regards,

O***** ********

Business Response
Date: 10/06/2023
We are sorry to hear that you are rejecting this information. After reviewing your phone conversations with our Customer Care Team, we can confirm that they provided you with the correct information regarding our warranty policy. If your item is not purchased from UGG.com and is still under warranty, you will receive a credit that can be used to replace the item at your convenience.
To address your concern about canceling a retail return, unfortunately, we are unable to do so once it has been shipped. Additionally, we are unable to resend the slippers back to you due to the high volume of returns we receive. If an item is denied, it can be returned to you in this manner. We apologize for any inconvenience this may have caused and appreciate your understanding.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20683482 if you need any further assistance.
Customer Answer
Date: 10/09/2023

Complaint: 20683482

I am rejecting this response because:

I want my item back or I will see your
company in small claims court and post all correspondence via social media to show the trype of customer service Uggs have.

Regards,

O***** ********
Initial Complaint
Date:09/26/2023
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hello,

I purchased a pair of Ugg slippers for my Mom on 8/3/2023 for her Birthday. I received them on 8/10/2023. The order number is NA18*****8. My Mom’s Birthday is 8/29. I gave them to her. She didn’t try them on until the next day and realized that they didn’t fit. I found out on 9/3/2023 and requested a return/exchange. The same shoe was out of stock so I put in for a return. I got the shoes out the following Tuesday 9/5/2023 (because Monday was a holiday) to USPS. I received an email from UGG on 9/5/2023 stating that the received the shoes back at their warehouse and that my refund would be issued in 10 days. I try calling and they hang up on me. I try emailing and it kicks my emails back as undeliverable. I try chat and it’s an automated message. I tried using online tools and it doesn’t work either. I just want my refund if $141.21 at this point, I don’t care exchange or anything. This is very upsetting. All I wanted was to buy a gift for my Mom, and this turned into a nightmare. Please help me to get my refund. Because, I clearly/simply cannot get it for myself.
Business Response
Date: 09/27/2023

We apologize for the issues you encountered with your return. We understand that it can be very frustrating for you, especially considering that it was your mother's birthday gift. However, upon review, we can confirm that your refund was successfully processed on 9/5/23, in the amount of $141.21, to your Visa ending in 5964. Your return order number is NA18*****8_RT. Please feel free to repurchase a different style or size at your convenience. If you are having any trouble locating your refund, please contact your bank with the transaction reference number 64F78****************************250532C. Once again, 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 #20***239 if you need any further assistance.

UGG Customer Care Team

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Deckers Retail, LLC is BBB Accredited.