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
- 564 total complaints in the last 3 years.
- 255 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:02/24/2025
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.
Purchased a pair of Classic Ultra Mini Uggs for $158.25 on 10/24/2024. The second time wearing them they ripped at the seam on the back. Sent in for warranty (one year warranty) and received a response back over a month later on Jan 14, 2025 that they are out of warranty.
Contacted Decker immediately at this time and nobody responds.
Business Response
Date: 02/25/2025
Thank you for contacting us regarding this issue with your recently purchased Classic Ultra Mini ripping at the seam in the back. We are saddened about this scenario and would like to explore potential options. Warranty determinations are made on a case-by-case basis, and we are sorry to see your evaluation RA*******8_RCRT was denied.
Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22981425 to verify the requested information.
UGG Customer Care TeamInitial Complaint
Date:02/24/2025
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.
•On October 3, 2024, I purchased a pair of Hoka Clifton 9 (serial #:1127896VLS/ Factory Code: FY1024D) tennis shoes at Tinker AFB Main Exchange (Bldg. 685 **** ***** *** Oklahoma City, OK 73145).
• I spent $128.99 (transaction ref#:*********554805066) using my AMEX credit card.
•When purchasing Hokas, they promise a 1 Year Warranty guaranteeing protection against manufacturing or material defects.
•January 2025 my shoes started falling apart. I filed a warranty claim, and it was denied. When I FIRST got notified (by mail) that it was denied, they said my warranty was expired. It was not. A customer service representative then told me for the SECOND time that the denial was due to lack of providing my receipt. When I mentioned that I had done that, I was then met with a THIRD excuse, "denial due to normal wear and tear". My documents state only that the warranty is expired, and has no mention of "normal wear and tear" or lack of receipt
•My shoes are literally coming apart due to what seems like faulty glue/adhesive. I wear these shoes to run errands and take my children to the park, not even to run as they're made for. I wear them maybe twice a week
• There are also discrepancies on paperwork regarding the warranty return. On my shoes it clearly states that they were made in Vietnam, but the paperwork returned to me it's referencing shoes supposedly made in China.Business Response
Date: 02/25/2025
We deeply appreciate you reaching out to us regarding the issue with your Clifton 9 pair. It can be disheartening when products don’t meet expectations and then are denied after warranty evaluation, our apologies. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation RA00****14_RCRT was denied after review.
Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22980821 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/25/2025
Complaint: 22980821
I am rejecting this response because: I have already provided ample information to the business directly and through the BBB. I have seen from previous BBB complaints, regarding the same exact issue with the same exact shoe, that this is not a further effort to help the customer, but actually an automated response sent to customers, to soon be followed with another denial. This message in no way offers me a solution to the standing issue, that Hoka does not properly honor their one year warranty on their products.
Regards,
S***** *******Business Response
Date: 02/26/2025
We can assure you this is not an automated response, and that this account is managed by real people. Our teams are separate from the warranty department that performed the first product evaluation and would be happy to take a second look via the photo evaluation offered in the prior message.
If you would like further assistance regarding this issue, please verify the information requested in the prior message in the format shown to our email [email protected] with your BBB ID # 22980821 and we will gladly take another look at your potential warranty item to see if our team is able to offer you a resolution in this case.
HOKA Customer Care TeamCustomer Answer
Date: 03/01/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22980821, and find that this resolution is satisfactory to me.
Regards,
S***** *******Initial Complaint
Date:02/19/2025
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 a very expensive “high quality “ shoe for my wife due to her disabilities. Unfortunately she can no longer wear the other shoes and her nearly
Brand new shoes I purchased for her last month now has a hole from the inner seam
To the outside. Customer service were not helpful and when I told
Them
My wife needs to walk everyday for her Ptsd, if I send her damaged shoes she won’t have any shoes to walk off her ptsd symptoms. Zero help and did not care about wife being veteranBusiness Response
Date: 02/20/2025
Thank you so much for contacting us regarding this. We are so saddened to hear of a hole forming at the seam of your wife’s recently purchased pair, that clearly does not sound ideal. We appreciate her military service and understand that daily exercise can be a benefit to both physical and mental health.
Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22961916 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:02/18/2025
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.
Bought shoes in July 20, 2024. Used them my morning walk (2-ish miles, 3-4 times a week). Paid $179.03. After a couple of months the soles started to wear down and the plastic on the inside of the heel started to poke out. I attempted to wear the shoes but it was uncomfortable. I disappointed that I had missed the window to get an exchange. Noticed on the website that there was a 1 year defective warranty. Spoke with customer service via chat, sent picture and they approved me to send them in to get evaluated. Sent shoes in and after evaluation, it was denied and letter claimed expired warranty date, which is false. I should have till July 20, 2025 for the year warranty. I called Hoka to check in on this response. They said I would get an email in 24 hours to discuss denial further. I waited couple days and no response. There is no number to contact to dispute. For shoes that cost close to $180, I would expect them to last me longer then a couple months.Business Response
Date: 02/19/2025
That is unfortunate to hear about the issue with your Bondi 7 pair, our apologies for any disappointment. Our systems are showing that your return evaluation for order NA30013585 was denied under warranty by our warehouse team.
Our team will be more than happy to take another look by starting a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:US Size:
How often is this product used?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.
Please reach out to us directly at [email protected] with your BBB ID # 22954126 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/23/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22954126, and find that this resolution is satisfactory to me.
Regards,
M**** *********Initial Complaint
Date:02/18/2025
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 November 29, 2024, I purchased a pair of Neumel boots from Journeys in Mishawaka, IN. I wore them MAYBE 10 times to work (at a high school), and one night while watching a basketball game, I looked down and noticed a hole forming at the seam.
I took the boots back to Journeys, where I was told I needed to contact UGG, as their warranty covers issues within a year.
I reached out to UGG and started a return/warranty claim. I then had to pay an additional $17 to ship the boots back to their warehouse. UGG received them on January 24, 2025. On February 11, 2025, they were returned to me with a letter stating my claim was denied because the product was “out of warranty.” The letter claimed that UGG’s warranty covers defects in materials and craftsmanship for one year from the original purchase date.
However, my purchase date was November 29, 2024, and I first contacted UGG about the issue on December 21, 2024. I shipped the boots back in early January, well within the one-year warranty period.
After numerous chat messages and phone calls, UGG continues to insist that once the warehouse denies a claim, nothing more can be done. We are out the money.
This denial is completely unjustified, and it’s clear that UGG has no concern for customers who receive defective products. My family has spent a significant amount of money on UGG products over the years and this is how they treat their customers? Buyer beware!
It’s unbelievable how many people are experiencing the same issue, I’ve seen countless similar complaints on their social media accounts.
Stay away from this company!!!Business Response
Date: 02/19/2025
We are so saddened to hear of a hole forming at the seam of your recently purchased Neumel boots, that clearly does not sound ideal. Warranty determinations are made on a case-by-case basis, and we are sorry to see your evaluation RA00676999_RCRT was denied.
Our team will be more than happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:US Size:
How often is this product used?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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22946605 to verify the requested information.
UGG Customer Care TeamInitial Complaint
Date:02/18/2025
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.
Order No. NA3******3
Date Ordered: 8/12/24 10:35:49 pm
Order Email: **********@gmail.com
Product: Clifton 9
Details: The shoes are under 1 year warranty. A hole developed in Dec 2024. I requested a warranty and shipped the shoes off to Hoka. I got a "brand warranty period on this product has expired". It is well under a year.Business Response
Date: 02/19/2025
We appreciate you contacting us regarding the warranty evaluation on your Clifton 9 pair from site order NA30521103 being denied. We are aware that these can be unique scenarios, and we would be more than happy to take another look at your item.
Our team will gladly start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
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.
Please reach out to us directly at [email protected] with your BBB ID # 22944240 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/28/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22944240, and find that this resolution is satisfactory to me.Resolved. The Hoka sent a replacement.
Regards,
******* ****Initial Complaint
Date:02/13/2025
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.
Daughter bought a pair of Ugg Coquette Slippers for $128.01 cash from Solteria Footwear in Burlington NC on 12/28/2024. She used her Christmas money to buy. The store refused refund or exchange since they were worn and not in original unused new condition. Mind you this was only a 14 day period of time since purchase . They advised I contact manufacture.
I then called Ugg on 1/11/2025 to discuss an issue with the fur coming off the inside of the shoe. The rep advised I complete the return form and mail it back with the shoes. I completed and followed the steps given in the email. I asked if anything else needed to be sent and was told I would get an email after received for next steps for refund.
I mailed the slippers in its original box on 1/15/2025 through USPS and paid $16.20 out of my pocket. I waited the 5-10 days as advised per the email before contacting them about the status. They asked for tracking info which I have that showed they were delivered on 1/21/2025.
I called again and used the chat online 2 times to check status for them to tell me to allow a few more days after checking my status each time and I should be getting an email. My concern was I haven’t received an email and they couldn’t provide further info.
To my surprise yesterday 2/11/2025 I had a delivery with the slippers that i sent in to Ugg returned with a denial letter. The denial states out of warranty and warranty period on this product has expired. Their warranty is 1 year from the date of purchase.
The purchase date in which I proof of receipt to show was 12/28/2024. they never told me to mail it in. When I called Ugg yesterday 2/11/2025 I was told by the rep they go by the make date if they don’t know the date of purchase. But didn’t give option to provide the proof of purchase. She has seen this happen a lot and I could make a recommendation for them online to add to procedures in the future. They tell me warranty dept decision is final. The warranty is purchase dateBusiness Response
Date: 02/14/2025
That is unfortunate to hear about your daughter’s Coquette slippers having issues with the fur coming loose. It saddens us to see the warranty evaluation was not approved. We are aware that these can be unique scenarios and we would be more than happy to take a second look.
Our team will gladly start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22935203 to verify the requested information.
UGG Customer Care TeamCustomer Answer
Date: 02/24/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22935203, and find that this resolution is satisfactory to me.The complaint has been addressed, and I received my replacement pair of slippers according to the warranty specifications since I was now able to provide a proof of purchase! Thank you
Regards,
B***** ******Initial Complaint
Date:02/12/2025
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 Hoka Sneakers from REI on 1/29/24. I had them just shy of a year when I noticed the bottom of both sneakers peeling off. The rest of the sneaker were completely fine (no holes or damage) I only run on treadmills so the bottom of the sneakers peeling is not road damage, etc that would be from wear and tear. Since I was not a member at REI I couldn't return them there since it was over 90 days, however they agreed those sneakers should not be peeling like that. They told me to contact Hoka about the warranty program since it was still within a year. I filled out the form on 1/27/25 and had them shipped via UPS on 1/28/25 after paying $18.60 in shipping. I received a package today with my sneakers saying they were not able to accept my return because it was not in the warranty period even though it shows on UPS tracking that they had it on 1/28/25. Today, 2/12/25 I reached out to HOKA customer service who informed me it was because of wear and tear of why it was returned to me. I was also told the warranty department does not re-evaluate and it's a final decision. I am disappointed as I spent a good amount of money on running sneakers and how the company treats you. As I stated, the sneakers do not have holes or any other damage that would incur from wear and tear.Business Response
Date: 02/13/2025
Thank you for reaching out to us regarding your warranty evaluation on your Clifton 9 pair being denied. We are aware that these can be unique scenarios, and we would be more than happy to take a second look at your item.
Our team will gladly start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22933178 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:02/10/2025
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 never received my purchase. I was informed I needed to reach out to FEDEX i did and they are wiling to approve my claim but asked the shipper whuch is DECKERS to first provide a waiver waiving their right to pursue a claim but they refuse to provide me with the letter to give to FEDEXBusiness Response
Date: 02/11/2025
We know how difficult it is when a delivery is not received, and we are saddened to hear about the issue with order NA3******5 tracking 434*********. However, our team is unable to dispute or reopen a FedEx claim once it has been denied.
Our records show that you are currently in communication with one of our UGG supervisors via email. We would suggest responding to that contact email or continuing to reach out to FedEx directly at ###-###-####9 or through their website regarding this issue.
If the FedEx claim is successfully reopened and approved, we will be happy to issue a refund for your order. We hope this information clarifies our process for handling lost packages.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22****69 if you have any further questions.
UGG Customer Care TeamInitial Complaint
Date:02/10/2025
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 ordered a pair of ugg lowmel size 7 on 11/9/2024 (NA3******6) as a christmas presenr for my daughter. I exchanged them for lowmel cement size 8 on 1/13/25 (NA3******6_EX). The shoes were shipped through FedEX and went out for delivery 1/21/25. They delivered to wrong address and driver initials FBGVV as my signature which is not. Tracking number 43*********5. I called fedex and filed missing package. Package was not found. I called ugg as Fedex stated and ugg submitted paperwork to FedEx. Ugg advised give them 15 days to call back 2/6/25. I called ugg back 2/7/25 and they said FedEx denied the claim. I called the ground station that called me day my package went missing and Ms.Stevenson added notes stating package miss delivered by driver and I was due a refund. I spoke to Howard ij the grounds claim department and he updated the claim to approved. I called ugg and they stated they cannot see the update. I asked ugg to call FedEx but was advised they do not call. I asked FedEx to call ugg and they stated the same they cannot call. FedEx will talk to ugg but ugg will not call. I called ugg back on 2/10/25 to see if they claim has been updated and they stated no still denied. I the consumer is nor out of the original pair of uggs and didn't receive the ones I exchanged them for. I sent my original shoes back so now I am out of 164.63 because neither company that's does business with each other will not communicate to fix my issue that was not my fault. If ugg has a claims department then they should be able to contact FedEx if I have called numerous times stating the issue.Business Response
Date: 02/11/2025
It is unfortunate to hear of the shipping issues with order exchange NA3*****86_EX. We know it can be frustrating to not receive a delivery. Unfortunately, the claim that was submitted for your package 43*********5 was denied by FedEx on 01/30/25. Please be aware that once a claim has been denied, we are unable to dispute or reopen it.
We recommend that you contact FedEx directly at ###-###-####9 or through their website to reopen your claim. If the claim is successfully reopened and approved, we will be happy to issue a refund for your order. We hope this information clarifies our process for handling lost packages.You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22923844 if you have any further questions.
UGG Customer Care TeamCustomer Answer
Date: 02/11/2025
Complaint: 22923844
I am rejecting this response because:I understand what decker wants me to do, but I have tried to get FedEX to open the claim up but they stated they will only talk to the shipper. I go back and forth with FedEX for the customer service rep as well as the escalation team member hangs up in my face. I finally talked to someone that tried to help me..they updated the claim to say approved, but apparently Decker cannot see the update. The ground terminal where the package delivers from even added notes to the claim stating I never received a package. At this point I feel with all the issues and calls I have made decker should make an exception and contact FedEX. I am not the shipper nor do I have a FedEX account where I ship through fedex. I also did not pick for my package to ship through FedEX. I am taking 165.00 loss because 2 companies that do business wirh each other do not want to communicate. I am extremely upset that this issue will not be resolved due something small as making a phone call.
Regards,
M****** *******Business Response
Date: 02/12/2025
We know dealing with investigation claims can be a difficult process and appreciate your continued patience. If you could get verification of a claim approval from FedEx and provide that to our Customer Care team, we should be able to assist you further.
UGG Customer Care Team
Customer Answer
Date: 02/13/2025
Complaint: 22923844
I am rejecting this response because: i have been calling Fedex and as I keep telling Decker they will only give the resolution of the claim to the shipper. I called FedEx on 2/11 and was advised I would receive the resolution of the claim to.my email. It was never received. I called FedEx again on 2/13 and was advised by another claims rep that they cannot send me the resolution and to have Decker contact them . I have been advised by FedEx that the claim was paid on 2/7. Again Decker does business with FedEx so they will only give certain information to the shipper. I am being extremely inconvenience and feel that the shipper should make an exception and call. I have been calling about this issue since 1/21. Everyone just wants to apologize, but this is not fixing the issue. If someone calls FedEx then this can get resolved. I DO NOT WANT TO LOSE 165.00 and I shouldn't because I didn't misdeliver the package, FedEx did and they will ONLY talk to the shipper. CAN SOMEONE PLEASE JUST MAKE AN EXCEPTION AND CALL OTHERWISE I LOSE MONEY AND I SHOULDN'T. THIS IS THE WORSE CUSTOMER SERVICE I HAVE EVER RECEIVED.
Regards,
M****** *******Customer Answer
Date: 02/19/2025
I did as the shipper suggested. I contacted FedEx for proof of the claim being paid. Fedex has again stated they will only give this information to the shipper. I should not lose 165.00 because 2 companies that do business with each other will not communicate.
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.