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

  
• 

  Deckers Retail, LLC

  150 Tanger Dr Williamsburg, IA 52361-9653

• 

  Deckers Retail, LLC

  189 The Grove Dr Ste F72 Los Angeles, CA 90036-6225

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

• 

  Deckers Retail, LLC

  Oklahoma City Oklahoma City, OK 73173

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:07/28/2023

  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.

  I ordered HOKA transport sneakers and paid $30.00 for fast shipping. I received an email stating your order is guaranteed to be delivered on 07/27/2023. I have not received this order on 07/27/2023. I never would have paid the extra shipping if I could not receive this order in time. I tried contacting this company and can not get through to them. I will never order from this company again. I believed in this brand until now. Very poor customer service. I will contact my credit card company with this issue.

  

  Business Response

  Date: 08/01/2023

  Hello D***** ********,  

  Our apologies for the delayed order. We can understand the frustration! Although we hope that all orders are received in a timely fashion, sometimes delays can occur throughout the shipment process. Upon review, we see that you reached out to our Customer Care team and your shipping charge has been refunded in full. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account.  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20387556 if you need any further assistance.   

  HOKA Customer Care Team 

• Initial Complaint

  Date:07/27/2023

  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.

  On June 23, 2023 I placed an order from Indiana to deliver to my daughter in Colorado. I thought the safest bet was ordering directly from the website. I ordered Hoka shoes for a total of $151.02, order number NA******56. I received a text on June 29th that the order had been delivered. I reached out to let my daughter know and follow up with her about fit, etc. She said that she hadn't gotten them yet but sometimes it takes a few days longer to get deliveries. so I waited until July 4th to reach out to Hoka. Via their chat service I was told that FedEx claimed the package was indeed delivered and signed for by a BWOODY. Asked me if my daughter knew this person and suggested we look into it. So we did. She found that BWOODY is in fact the VP of the Madeline and does not sign for packages. I reached out again on July 5th and asked to file an investigation. They said they would file it with FedEx and if they can retrieve the package they will attempt redelivery and if not Hoka would refund the money for the shoes. Hoka said FedEX might reach out to me for info, although they never did. I don't even have proof a complaint was filed with FedEx. They told me it would now be up to 15 business days to complete this investigation. I reached out on July 20th and was told they had not heard anything and I could reach out to FedEx, why is it my responsibility to be involved with their delivery company? They said to look for email or reach out again on July 26th. I reach out to be told that FedEx denied the investigation, with no documentation as of why, and because they denied it they will not refund my money. I requested a supervisor and was told it could be 24 hours. I got an email later and it restated what was already said with no ability for me to reply. My complaint is that I chose to do business with Hoka/Decker not FedEx, I believe that FedEx should probably have required a signature by the person to whom the package was addressed. tracking # *********408

  

  Business Response

  Date: 08/01/2023

  Hello S****** *******,  

  We can understand the frustration behind not receiving an order. We are sorry to hear that someone you do not know signed for your daughter’s package. As a one-time courtesy, we have refunded your order NA18*****6 in full, in the amount of $151.02 back to your original payment method. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. This timeframe will depend on your financial institution's processing timeframes. We hope this helps and you continue to shop with HOKA! 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20383436 if you need any further assistance.   

  HOKA Customer Care Team 

  Customer Answer

  Date: 08/01/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20383436, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/25/2023

  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 order # is N36421088, the date of transaction is 07/24/2023, 3:51pm PST.
  I ordered Sanuk Men's "You Got My Back ST Baja" shoes in size 7 over the phone with the Sanuk representative who introduced as Ivy (Eevie? Evie?). This representative offered me to process my order with free shipping for the total of $31. She offered the free shipping as I previously ordered this very item as an exchange for my previously ordered Women's "We Got Your Back ST Surfrider" Sz.8 - in the order N 36414891 - which the company processed erroneously as a refund return because of their glitchy system, even though the exchange item was available and I ordered the exchange correctly. If they have processed my exchange correctly originally, I would have gotten my desired Men's "You Got My Back ST Baja" Sz 7 with free shipping.
  The customer representative (Evie? Ivie? Ivy?) confirmed with me that my order total with tax would be $31, and attempted to take my credit card information multiple times, claiming that their glitchy system is not working correctly and not processing the order. Finally she informed me that the order went through. I immediately noticed that the charge on my credit card was $49.27 instead of $31, and I brought it up to her. She informed me that she was cancelling this order and would immediately issue the refund, which she claimed to attempt multiple times, stating that their glitchy system was not allowing her to cancel the order. After that she just hung up the phone. I immediately called back, but nobody was picking up the phone, with their automated system telling me to call some other time. (I have the screenshots of the calls).
  I immediately checked the status of the order on their website, and it was showing as not cancelled. I attempted multiple times, from different devices and browsers, to cancel it on their website, but the site was glitching every time, giving me the response of "try again". ( I have the screenshots of all these attempts).

  

  Business Response

  Date: 07/25/2023

  Dear E******** *********, 

  
  We are sorry to hear of any confusion or misunderstanding that occurred with order N36421088. Since this order has shipped, we no longer have the option to cancel the order. We do apologize for the inconvenience. We are happy to refund the shipping for this item though to bring your total back down as a one time courtesy. Please let us know if you would like to take us up on this offer.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20371200 if you need any further assistance. 

  
  Sanuk Customer Care team 

• Initial Complaint

  Date:07/24/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have ordered some Hoka tennis shoes and some how I have received 2 of the same pair in which I only ordered 1 pair and I want my money back and to return these and cannot get anyone to get the return label etc. been trying this for a week now with decker brands and I will NEVER order from them again , this is ridiculous they didn't even put a receipt or instructions etc. in the box with the shoes!! nothing who does that

  

  Business Response

  Date: 07/25/2023

  Dear A** ****** ********, 

  
  We are sorry of the duplicate order issue you had. We have initiated the return for order NA******81 and a label should be received in your email. Be sure to include the shipping form in your box for your return. Once returned you should receive a refund for the amount paid.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20369522 if you need any further assistance. 

  
  HOKA Customer Care team 

  Customer Answer

  Date: 07/26/2023

  
  
  
  
  I am rejecting this response because:
  
  There is no shipping form in the box to return and I do not have a return mailing address to mail this back to you all. There was Zero paper work with these hoka shoes which I do not understand bc I have never ordered something online and had shipped and did not receive a receipt or any papers with the item! Also this email u sent after this complaint has the wrong reason. You put on her because I changed my mind which is completely false. It is because you all send me another pair of the same shoe I did not want or order much less what to pay for. I need this changed on this return label before u can return them. Lastly this shipping label is only a QRS code nothing more. Is this acceptable to be used to ship them back? I don’t have an address to even put on this box to return to you. Also I do not want to be charged for shipping on a pair of shoes I did not order so I want the entire refund of $155 and some change.. 
  
  
   A** ****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/26/2023

  Hello A** ****** ********,  

  Our apologies for any confusion regarding your return form/label. We have created a new return form that is not a QR code and is the traditional shipping label. For future reference, if you receive a QR code as a return, this code just needs to be scanned at the carrier and the carrier will print your return label.  

  Your new label has been emailed to you and we have also attached a copy here. Please disregard the return reason as this information is not necessary for the processing of your return. Once your return is processed, you will receive an email confirmation with your details included.  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20369522 if you need any further assistance.   

  HOKA Customer Care Team 

• Initial Complaint

  Date:07/24/2023

  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 ordered a pair of Hoka sneakers via the Hoka website on May 25, 2023, order #NA1*****19 and received the confirmation regarding that order. The cost was $165. I charged the order using my bank debit card and the amount was deducted from my account.
  Once I received the sneakers, they were not a style that I liked. On June 6, 2023, I returned the sneakers via the instructions and QR code on Hoka's website, asking for a refund. I have a receipt from the USPS for that return package (see attached image).
  Hoka did not respond with a refund. I contacted Hoka several times regarding the refund and was told that they had not received the sneakers in their warehouse. See attached word document of an email sent by Hoka. I emailed a copy of the USPS receipt of the package being received at the address as indicated on the Hoka return QR code (see attached image) as requested on the email.
  I have since spoken to Hoka Customer Support Tier 2 on July 3 and July 13 and today, July 23, 2023. They claim that the tracking number on the QR code originally generated is different that one that was generated on June 29, 2023. I did not sed the return package on June 29 as the USPS receipt indicates that the package was sent on June 6. The destination indicated on the receipt is in Honolulu, HI. Hoka states that they do not have a warehouse in Honolulu and it is my responsibility to file a claim with the USPS to try to retrieve the package.

  

  Business Response

  Date: 07/25/2023

  Dear K******** ********, 

  
  We are sorry for the back-and-forth on this. We can understand how frustrating a situation this has been for you. Although we are showing on the receipt that this order was sent to Hawaii instead of our warehouse in California, we have processed this return for you as a one-time courtesy. Please keep in mind that although immediate on our end it can take a few days for this to reflect on your original form of payment.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20366576 if you need any further assistance. 

  
  HOKA Customer Care team 

  Customer Answer

  Date: 07/25/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20366576, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  K******** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/24/2023

  Type:Billing 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.

  Bought shoes online and returned using their return labels at local USPS as per their directions. Returned shoes were never work as they didn't fit my feet. Returns were made well within return period of 30 days. I returned within a week. Till today I haven't received return credit. Contacted customer support many times and always told to wait few more days. today I was told to wait 5 business days. I filed a dispute with my credit card company for the transaction.
  A company that sells hundreds of millions of dollars of merchandise in United States needs to meet basic customer service. And they need to abide by their return policies. And these are high prices premium shoes. A customer should not have to spend so much time chasing the returns.

  

  Business Response

  Date: 07/25/2023

  Dear S****** *****, 

  
  We are sorry to hear that you have not heard about your return. We are showing the return for order number NA1*****49 was successfully processed from our end as of 07/24. You should see this refund on our original form of payment within a few business days. Our apologies again for any delay.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20358254 if you need any further assistance. 

  
  HOKA Customer Care team 

  Customer Answer

  Date: 07/25/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20358254, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/17/2023

  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 these Hoka Sandals and gifted them to my husband on 12/25/2022. He did not wear them during the winter or spring as we had record rain in California. He just started wearing them 5/2023-7-2023. They were purchased at Nordstrom, which is an authorized retailer and I have the sales receipt, which is attached to this complaint. HOKA has a one year warranty on defects, but won't send me a shipping label due to the fact that they were purchased at Nordstrom, nor will they guarantee the replacement, even though they have a one year warranty. I am supposed to pay to ship them and they MIGHT replace them. Ridiculous. I would like a prepaid shipping label sent me to ship them back AND a replacement pair sent to me.
  
  Thank you,
  H**** *****

  

  Business Response

  Date: 07/19/2023

  Hello H**** *****,  

  Thank you for reaching out to us. Per policy, it is the customer’s responsibility to cover the return shipping cost on authorized retailer returns. However, as a one-time courtesy, we have emailed you a prepaid UPS label to get your sandals back to us. Please visit bit.ly/HOKAReturns to initiate your return to get the return form needed for the inside of your box.  

  Since 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 #20334706 if you need any further assistance.   

  HOKA Customer Care Team 

• Initial Complaint

  Date:07/14/2023

  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.

  Over many years I have purchased TEVA sandals. The most recent pair which are in new condition, have given me blisters on both heels and ankles. I have adjusted the straps regarding both position and tightness. Nothing has helped. Attached is a picture showing the results. I called Customer Service and the representative thought I meant another order from years past. I tried explaining that the issue were not with that particular pair and I need help and not a refund at first and she would not . I asked to speak with a supervisor and the supervisor would not speak with me, instead started sending me e-mails which offered no resolution. I have called and left messages along with e-mails with Deckers (Mr. T** ******) and have not received the courtesy of a reply. I am seeking help in a replacement or exchange of the sandals. I find the Customer Support unacceptable and rude and of little help to a customer. There is clearly an issue of product and service which could be simply addressed but has not.

  

  Business Response

  Date: 07/17/2023

  Hello A*** *********, 

  We are sorry to hear your new Tevas have given you blisters and you have not had the best experience with our Customer Care team. At this time, we do not offer email customer care and this is why your emails have gone unanswered. Our apologies for any confusion! Not to worry, we have a one-year warranty on our products that protects against manufacturing defects and defective materials; we're happy to accept returns of defective items for a replacement or credit!  
  Please visit bit.ly/ReturnsTeva to begin the return process. 

  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 Teva.com” to initiate a return. 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. We highly encourage that you include 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. 

  Once your return has been processed, you should receive a confirmation email with info regarding your replacement or credit if eligible. 

  We hope this info is helpful! 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20319461 if you need any further assistance.   

  
  Teva Customer Care Team  

  Customer Answer

  Date: 07/19/2023

  
  
  
  
  I am rejecting this response because:Actually, this is a slight modification of the offer based on a phone call from Alicia from customer service.  She has worked with the warranty group and called me on the afternoon of July 17, 2023 stating that a one hundred dollar credit will be issued to me within the next few days.  I find this offer, along with her excellent customer service to be acceptable once the credit e-mail is received.  
  
  
  
  Regards,
  
  
  
  A*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 07/20/2023

  Dear A*** *********, 

  
  We are happy to hear that you have been able to reach a resolution with our customer care team. You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20319461 if you need any further assistance.   

  
  Teva Customer Care Team 

  Customer Answer

  Date: 07/22/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 20319461, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  A*** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/14/2023

  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.

  Hello,
  I placed two orders of Hoka shoes on the Hoka website. I returned the orders promptly using the online return system including the labels provided to me by Hoka. I returned them in June 2023 using Hoka's own labels that they provided me. It is now July 13 2023 and I KNOW that the Hoka shoes are in transit. The two orders hat I returned SHOULD have been received by now because I placed a third order several weeks later after the first two orders WERE ALREADY RETURNED. When I returned the third order to Hoka, using their labels that they provided for me, they immediately received it and immediately refunded me for it. However, the FIRST TWO RETURNS are still in limbo. I spoke with Hoka support yesterday and they said that the FIRST TWO RETURNS ARE IN TRANSIT AND HAVE ARRIVED AT THE DESTINATION BUT HAVE NOT YET BEEN ACCEPTED BY HOKA. What is the delay? Hoka should refund me IMMEDIATELY for this purchase. They KNOW that it has arrived at their warehouse but they are holding it rather than refunding me. It is over $600 in refund.

  

  Business Response

  Date: 07/17/2023

  Our apologies for any confusion about the return process. Some returns will be expedited through our return process when the label is scanned. Typically, when multiple items are being returned this process is not expedited. Once your return is received back at the warehouse, we kindly ask to allow 10 business days for processing.  

  Upon review, we see that your returns for order numbers NA17****07 and NA1****115 have been successfully processed and refunded. Your return confirmation emails have been sent to you with your credit details included. We hope this information is helpful!  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20318416 if you need any further assistance.  

  HOKA Customer Care Team  

• Initial Complaint

  Date:07/13/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  ORDER NO. NA18240199 we recieved (2) items out of total of (5) items we ordered. We reached out to customer service and got following response:
  
  Dear Nabil,
  
  Thank you for reaching out about your recent experience with your order. We have worked with our shipping partner regarding your order and the shipping weight when the item left our facility of 7.20 LBS matches what would be expected with the products that were in that package.
  ??????????????
  Due to this, we are unable to further assist with this matter. If the package was damaged and missing product, please contact UPS to start a claim. Thank you for your patience in this matter.
  ??????????????
  Regards,
  
  Tier 2 Support Team
  HOKA® Customer Care
  Deckers Brands
  Phone 866-491-3125
  
  Please note we didn't placed the order with UPS and we are not responsible to file any complains with them.

  

  Business Response

  Date: 07/17/2023

  Hello N**** *********,   

  Unfortunately, as our customer care team has stated we would not have the option to process a refund for the items you have indicated as missing as our carriers have stated this items weight would have matched the items ordered. We do apologize for any inconvenience associated with this. 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20317385 if you need any further assistance.    

  HOKA Customer Care Team 

  Customer Answer

  Date: 07/17/2023

  
  
  
  
  I am rejecting this response because:

  We already provided photos of the box and the items in it. 

  Please see the size of the box and the # of items ordered. 3 full adult size shoe boxes won't fit in this box to begin with, so the warehouse's claim all items were shipped in this box does add up. 

  
  
  
  Regards,
  
  
  
  N**** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 07/19/2023

  Hello N**** *********,  

  
  Our apologies for any inconvenience. Unfortunately, we are unable to assist in this matter as our team has confirmed all items were dispatched in the parcel. If you need further assistance, we recommend reaching out to your financial institution directly.  

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 07/19/2023

  
  
  
  
  I am rejecting this response because: the solution is not acceptable.  
  
  
  
  Regards,
  
  
  
  N**** *********