Complaints

This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  UGG

  18521 Outlet Blvd Chesterfield, MO 63005

• 

  Deckers Retail, LLC

  4115 East Main Street Ventura, CA 93003

  
• 

  Deckers Retail, LLC

  120 Caranetta Dr Lakewood, NJ 08701

• 

  Deckers Brands

  6601 Hollister Ave Goleta, CA 93117-5584

  

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:09/25/2023

  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 sent a return package back to the company. 3 weeks later nobody contacted me about my package being received, so I called them. I was informed that I have to do a claim, because they were not sure what exactly happened to the package. After I did the claim in regards of missing refund, company contacted me with an email stating that items in the box were not part of my order. Till this time Company is refusing to provide me with refund, or pictuRes of items that they are claiming was in the box. They reported me as fraud as I was informed by my bank. According to the company statement it seems that unknown person at unknown time tampered with items that was being return. (of course they are blaming me for it ). What can I do in regards of this scam? I don’t think that I should be paying for this.

  

  Business Response

  Date: 09/27/2023

  
  
  According to the notes we are seeing
  associated with your account a team here at UGG is looking into this. We would
  recommend continuing to work with the team directly to avoid any
  miscommunication.
  
  You can reach out to us here on BBB or directly at
  [email protected] with your BBB ID #20648627 if you
  need any further assistance. 
  
  UGG Customer Care Team

  Customer Answer

  Date: 09/27/2023

  
  
  
  
  I am rejecting this response because:

  I appreciate your help, but I wrote my email #6 to the company on 9/24 and still didn’t receive a response from them. Besides I’ve been talking to them about this issue since August 6, and they are not doing anything in regards of this issue. All they telling me is that they forwarded the problem to another department of the company and that’s it. But let’s be real, it’s been 2 months since they received my package, they are clearly refusing to give me my refund. They are blaming me for what ever happened during transportation of the package back to the company and an top of this they reported me as a fraud to my bank. They can’t even specify what exactly I’m waiting for at this point. I’ve been asking them for some proof like video of them opening the box when it got back to the wear house, so I can clearly see that somebody tampered with the box, or how am I supposed to know that it’s not one of their workers? According to the USPS website tampering with the box is crime, so why did they never reported it to me or to USPS after they opened the box ? They response here is that they are working with me, but it’s been 2 months and I see no results of their work. They are lying and if they are claiming that they are working with me, let them attach the results of their work here, so you can see yourself how far they’ve gone in 2 months. 
  
  
  
  Regards,
  
  
  
  O**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/02/2023

  We are sorry to hear that you are rejecting this information. We can assure you we were not trying to add to your frustration on this. Since you have not heard from this other team since 09/15 we have gone ahead and manually submitted your refund for the 4 items that were returned as a one-time courtesy. You should be receiving an email with this information as well. We hope this helps.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20648627 if you need any further assistance. 

  Customer Answer

  Date: 10/07/2023

  
  
  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20648627, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  O**** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/22/2023

  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 made a purchase from UGG on December 14, 2020. I tried to do a warranty exchange online for months but was unable to because the website was malfunctioning, giving me an error message everytime I tried. I decided to call UGG’s customer service on September 8, 2023 to do a warranty exchange but was advised to return the boots to UGG for a refund instead. I told the UGG representative before sending the return item that I would not be able to receive the refund on the original payment method because I no longer had the credit card or account associated with the original payment method. I asked UGG if I could just do an exchange for the boots or have a gift card. The representative told me on September 8, 2023, that I would have to call back UGG once they received my return and manually put in new card information to have the refund sent.
  When I called back on September 13, 2023, UGG said that they returned the funds to the original payment method but it was declined and to call back after 5 business days so that I can provide an updated card to receive the refund. I called back on September 20th, and UGG said the refund to the closed credit card account went through. I received a receipt from Deckers on September 20th, saying that the refund was approved on September 13th to the original payment method. However, I did not receive this refund, and I have no way of verifying that the refund was actually sent because the account is closed and inactive. I specifically told UGG’s customer service representatives that I would not be able to receive those funds and asked for an exchange, gift card, or refund to an active card. Further correspondence with UGG resulted in no resolution to assist me in any way, I only received dismissive and disrespectful treatment. I would like to file a complaint.

  

  Business Response

  Date: 09/26/2023

  
  
  We apologize for your overall experience regarding your return, and we understand how this can be very frustrating. Once a return is received at the warehouse, and if eligible, you will receive a refund to your original form of payment. In most cases, if an account is closed or no longer active, the credit card company may hold onto the funds or might decline the transaction. However, since we have successfully processed a refund of $244.98 to your MasterCard ending in 0745 on 09/13, we recommend reaching out to them directly for further assistance since we do not have your funds. The transaction reference number for the refund is 6501F5**********************11C2525054B5. The bank may find this number helpful in locating the transaction. 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 #20638692 if you need any further assistance.   
  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/18/2023

  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 started a purchase through their direct web site using after pay. I have contacted both entities to cancel this order due to false advertising and UGG is refusing to cancel the order and it has not even left their warehouse. I want the order cancelled and I want my refund. Their business practices are sketchy at best. They promise things and then do not deliver.
  Order number through UGG - 100******592, order number through After pay Order #NA1******3. It was placed without me finalizing the order at 7:09am this morning and I have been trying to cancel it since 7:20am this morning and they refuse to cancel it.

  

  Business Response

  Date: 09/19/2023

  Hello D*** ******,  
   
  We are sorry to hear about the negative experience you encountered with your free expedited shipping code. We are unable to modify an order once it has been placed and if your order is too far along in the order process, we cannot cancel. Our apologies for any inconvenience. Your order is estimated for delivery tomorrow 9/20 with UPS tracking number 1Z208W3*********63. We have submitted a request to have this package returned to the warehouse. Once received back at the warehouse, you should receive an email with additional information regarding your refund. If you would like to reorder, please contact our Customer Care Team at ###-###-#### and they will help you place an order on your behalf with free expedited shipping. Again, our apologies for any inconvenience! 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20610212 if you need any further assistance.   
  
  UGG Customer Care Team 

  Customer Answer

  Date: 09/20/2023

  
  
  
  
  Complaint: 20610212
  
  
  
  I am rejecting this response because: This item never made it to me and there has been a request made by UGG to UPS to return the package to them - see attached. No one has issued a refund yet. I want my money back now. 
  
  
  
  Regards,
  
  
  
  D*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/22/2023

  Hello D*** ******,  
  
  Thank you for reaching back out to us. We have manually processed your return prior to it making it back to the warehouse as a courtesy. Your return order number is NA1******3_RT. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back 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 #20610212 if you need any further assistance.   

  UGG Customer Care Team 

  Customer Answer

  Date: 09/25/2023

  
  
  
  
  Better Business Bureau:

  It did not even need to get here... they claimed that they could not cancel this order minutes after it was placed when I noticed that they did not follow through on what was supposedly offered as a first time buyer, yet they were able to file for the immediate return from UPS of this item - after I contacted the BBB. This all could have been avoided. This is extremely bad customer service, ethics and morals. 
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20610212, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  D*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:09/05/2023

  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’ve contacted Ugg about 10 times within the last week about an item I returned and still haven’t received the payment. I was told to wait 10 days for the payment and I did and still didn’t receive the money. I called 08/29 and spoke to several employees who told me the item had been refunded and there was nothing they could do. I then called back and spoke to another employee named Keyah (not sure if that’s the spelling) she informed that the package wasn’t even delievered to the warehouse to 08/24 and she doesn’t know why I received an email stating it had arrived on 08/17. She then told me to wait another 5 business days and if the money wasn’t there then she could manually refund me the payment. Today 09/5 I spoke to someone and now there telling me they have no way of manually refunding me and they won’t allow me to speak to a supervisor when I was able to speak to 1 last week. It’s been 2 weeks and I haven’t receive my money back from these shoes. The lady I spoke to named Nora today and her supervisor Dre were very rude and different offer no type of resolution to my problem. Instead she say and put me on hold 90% of the call and coughed every 5 seconds. I will never be purchasing another pair of Ugg boots if this is what the process of getting a refund is like.

  

  Business Response

  Date: 09/07/2023

  Hello M****** **********,
  
  We are sorry to hear you are having difficulties locating your return refund in your account. Upon review, we see that your refund of $94.59 USD for order NA5533771_RT was successfully processed on 8/16. Since this refund has been confirmed as successful, you will need to reach out to your financial institution directly for assistance in locating the refund amount in your statements. The transaction reference number for the refund is 6******60F3E*********F3A0*********5053D3. Your bank may find this number helpful in locating the transaction. We hope this information is helpful. 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20556277 if you need any further assistance.   
  
   UGG Customer Care Team 

• Initial Complaint

  Date:09/05/2023

  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.

  Ordered 2 pair of shoes from HOKA online They shipped them via Fedex and when I got delivery notice I contacted HOKA within a few days as I had no shoes. Contacted HOKA on 7/31/2023 and was told I would have an answer within 15 days. Contacted again on 8/9/2023 and was told I would have an anser by 8/18/2023. Contacted again on 8/15/2023 and still no answer. On 8/15/2023 HOKA informed me they never filed the claim until 8/7/2023 so now it would be 8/29/2023 until I have an answer. Contacted on 8/28/2023 and still now answer. Contacted on 8/31/2023 and again told they had no answer. CS always blamed the "Back End" department and they were not through with the "investigation". So on 8/31/2023 after being told they had no answer I became persistent and kept asking CS for a resolution. They kept saying the "Back End" had no answer. So after many messages with me copying & pasting past CS responses the CS rep finally came back and said they denied my claim of a lost package. In my very first contact with CS I told them that the package was signed for my a past employee that hasn't been here for months Then the package shows it was delivered at 6:16pm where we close at 5:30pm HOKA knows all of this and acknowledges the details but it makes no difference. All I know is they always had no answer for me until I really started pushing for an answer. Then somehow the stars aligned and the "back end" came up with an answer. This just stinks and HOKA never once reached out to me about my claim. I had to make contact with them everytime. Never will order anything from this company again

  

  Business Response

  Date: 09/05/2023

  
  
  We are sorry that you never received your order. We know how frustrating it can be to not receive your HOKA shoes. Unfortunately, we are unable to assist in this matter as our carriers have stated the package was successfully delivered. 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 #20554420 if you need any further assistance.   
  
  HOKA Customer Care Team 

  Customer Answer

  Date: 09/06/2023

  
  
  
  
  I am rejecting this response because: HOKA totally ignores that the fact that tracking shows the shipper delivered the package when our business was closed (6:16pm) Also HOKA never even followed up with the shipper after I reported that the package never arrived as stated in the chat history with customer service. Every time I contacted HOKA their answer was that they didn't have an answer, the back end had not provided customer service with one. Only when I pushed hard did they magically come up the the answer that the shipper delivered the order.  Also they have provided nothing that documents this statement. How come for weeks they cannot get an answer and then finally come up with one. Even in the last contact with HOKA they repeatedly said they had no answer on the delivery. Needless to say I don't believe anything that customer service has said due to their total lack of follow-up on this issues For over a month I had to repeatedly contact them about my missing package Not once did they reach out to me with any response. All of this is documented in the chat history with customer service that was submitted to BBB. The delivery time is also documented and was submitted to BBB So since HOKA will not do anything I have filed with my credit card to see if they will correct this issue with HOKA All I can say is if you ever have a problem with HOKA then they will do everything they can to accept any responsibility
  
  
  
  Regards,
  
  
  
  R****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 09/12/2023

  
  
  Thank you for following up with us. We are sorry to hear you did not have the best experience with our Customer Care team. As a one-time courtesy, we have refunded your order in the full amount, $286.86. Please allow 3-5 business days for the refund to reflect back in your account. We strongly recommend using your home address in case your package is delivered past business hours on future orders. Please feel free to replace your order at your convenience. We hope this helps.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20554420 if you need any further assistance.   
  
  HOKA Customer Care Team 
  

• Initial Complaint

  Date:08/28/2023

  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.

  The wrong pair of shoes was delivered to me. They are a large pair of men’s shoes. I called to have the correct shoes sent, because I needed them quickly and they told me I would have to return the wrong pair and get a refund and then I could reorder. They made the mistake and now are making me jump through hoops just to get the shoes I ordered. All I want is to be sent the shoes I need quickly, before they sell out etc. I am happy to return the wrong pair, but I just want them to send me my pair immediately. I should not have to wait for them to get the return back.

  

  Business Response

  Date: 08/31/2023

  
  
  We apologize for the mix-up with your order. We know how frustrating it can be. Upon review, it looks like our Customer Care team placed an order NA1*****43_EA_CS for you and it was delivered yesterday 8/30.  We hope this helps and that you enjoy your Bondi 8 shoes.  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20522430 if you need any further assistance.   
  
  HOKA Customer Care Team 

• Initial Complaint

  Date:08/23/2023

  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 was in Florida the past three weeks and the Hoka bondi 7 I had there fell apart. The side plastic wall popped out and cut my foot. I am a senior and diabetic so this was cause for concern. I called Hoka and the rep told me to send them in when I get back from holidays. I called and spoke to Latosha after I got back.. She kept putting me on hold time after time upt to an hour. She finally told me that if I send in my shoes they will do nothing. That is not what the previous rep said. I know I purchased these 2 years ago but they are defective and the side plastic wall is protruding into my foot.I paid good money and expect them to last longer and be of good quality. Can you please call me to discuss this matter. I have emailed j*** *** *****, s***** ******, j** *****ne all at Hoka OneOne executives. Nobody seems to care enough to return my calls or emails. This surely does not match their mission statement. I am so disappointed in the time and energy I have exuded on this matter. HELP!

  

  Business Response

  Date: 09/04/2023

  Hello J** *****,

  We are sorry to hear about this experience and can understand your frustration. At this time, we do not offer email customer care, our apologies for any confusion! Although our warranty timeframe is one-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.

  
  Name:  
   
  Email Address:  
   
  Telephone:  
   
  Complete Shipping Address: 
   
  Item to be evaluated:  
   
  Name of Item:  
   
  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 
   
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20511270 if you need any further assistance.   

  HOKA Customer Care Team 

  Customer Answer

  Date: 09/06/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20511270, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:08/14/2023

  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 shoes directly from their website. I then requested an exchange for a different size. THAT exchange is still too small. Now their website does not recognize the exchange order number and I can reach no one by phone (it's automated and says 'you have reached us outside business hours' at all hours of the day). They do not have a contact email and they responded once by twitter claiming to have sent a label but I received no such label.
  Details below:
  
  ORDER NO. NA1*****09
  Here is a summary of your HOKA® exchange:
  
  ITEM(S) RETURNED: ??
  
  W CLIFTON 9
  SKU: 11****6-SSEG-08B QTY: 1 SUBTOTAL: $155.88
  EXCHANGE ITEM(S) REQUESTED: ??
  W CLIFTON 9
  SKU: 11****6-BBLC-08.5B QTY: 1 SIZE: SUBTOTAL: $155.88
  Shipping Address:
  T**** ******
  **** * **** ****
  DURHAM, NC
  27705
  When the requested exchange item(s) ship, you will receive another email with further instructions. We have issued exchange number NA1********EX for this transaction, and we can anticipate completing this return on or before 08/10/2023, or 10 business days from now.
  If there is any difference between the returned and exchanged products, we will charge or credit your original form of payment for the balance.
  If we can be of any further assistance while we are processing your exchange, please do not hesitate to contact our customer service center at ###-###-#### or email us.
  
  HOKA (via Twitter)
  Thank you for confirming your order details. We do want to apologies for the issues on the website when trying to process your return. We have emailed over your return QR code to begin the return process. USPS locations will print the shipping label for you. Just bring the package containing the items you are returning, and show the QR code to the associate. Our return center is located at ***** * ****** **** Moreno Valley, CA 92551. We hope this information helps, please reach out if you have any questions.
  
  T**** ****** (via Twitter)
  Fri 1:55 PM
  i received no such email.

  

  Business Response

  Date: 08/22/2023

  Hello T**** ******,  
  
  We are sorry to hear about the issue you encountered with your exchange order. We are showing that you have made a return for the Clifton 9 as of 08/16 and were refunded for this item on that same day in our system on your original form of payment. If you still need help with this order, please feel free to contact our customer service representatives. 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20462670 if you need any further assistance.   
  
   HOKA Customer Care Team 

• Initial Complaint

  Date:08/10/2023

  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 2 pairs of ORA flip flops on May 4 2023. Both pairs are ripping and coming out the nodule

  

  Business Response

  Date: 08/17/2023

  Hello G*** **********,  
  
  We are sorry to hear of the issue with your HOKA shoes! We do have a one year warranty on our shoes so they might be eligible under our warranty policy. 
  
  Please visit bit.ly/HOKAReturns to initiate your return.  
  
  If you originally purchased the item from our website, please enter your order number or email associated with the order and the billing zip code to begin.  
  
  If the item was purchased from an authorized retailer, select the "Return an item not purchased from HOKA” to initiate a return. We highly recommend including a copy of your receipt or proof of purchase to confirm that this item was purchased within the last year. If a proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty. 
  
  Please be sure to keep your return tracking number for your reference; if for some reason you need to contact us regarding the return, this is the information necessary to view its details. Once your return has been processed, you should receive a confirmation email with info regarding your replacement or credit if eligible. 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20451619 if you need any further assistance.   
  
  HOKA Customer Care Team 

• Initial Complaint

  Date:08/02/2023

  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.

  Formal Complaint Regarding Refund for Returned Order NA17841721
  
  I am writing to express my severe dissatisfaction with the customer service I have experienced with HOKA's online portal, in violation of my rights as a consumer. As a long-time patron of HOKA's footwear, buying their shoes for my children and husband for many years at distinct locations, this unfortunate incident deeply concerns me, and I am hoping to gain assistance from the Better Business Bureau and HOKA to seek a resolution.
  
  On June 8, 2023, I made a purchase through hoka.com under the order number NA17841721, amounting to $393.30. I subsequently returned the said purchase on July 1, 2023, via the return order NA17841721 _RT. After waiting for approximately three weeks, with no reflection of a refund in my account, I reached out to HOKA's customer support.
  
  During my interaction with a customer support representative named Nyi, I was assured that they had received my return package at their warehouse as of July 5th. ""it does look like we have gotten the package to our warehouse as of JULY 5th however we have not yet processed your refund, I am going to put in a ticket to my back office team to have that manually processed in 3-5 business days. We will send a follow up email once we have the refund processed!"
  
  Contrary to this assurance, when I was contacted by HOKA's Tier 2 Support team, they informed me they could not process my refund due to an alleged failure to receive the return at their warehouse. This claim directly contradicts the information previously provided to me by Nyi, as well as my personal actions in ensuring the return was shipped by personally going to my local Post Office and drop off the return order. This miscommunication and lack of transparency violate the ethical guidelines set out by the Better Business Bureau, specifically regarding respect, intent, and commitment to a diverse, inclusive, and equitable marketplace.
  
  Therefore, following the advice of my state's Department of Consumer Affairs, I am lodging this complaint to the Better Business Bureau in hopes that your organization and the business can provide me with assistance.
  
  Thank you for your time and consideration. I look forward to a prompt resolution of this matter

  

  Business Response

  Date: 08/07/2023

  Hello A***** ********,  

  We are sorry to see that your return was not delivered to our warehouse using the label provided. Our apologies for the inconvenience! We have refunded your order NA1*****21 in full for your return. Your return order number is NA17841721_RT. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back to your card ending in 4433. We hope this helps!  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20409786 if you need any further assistance.  

  HOKA Customer Care Team