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:07/11/2023

  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.

  I purchased a pair of shoes from TEVA on June 13, 2023 for approximately $75. They were not delivered because the deliverer could not find an apartment number for my address (I do not have an apartment number in my address.) I talked to multiple members of Teva's customer support team to try to resolve the issue. They suggested I call the deliverer, UPS. I did, and they told me they could change the address and that it would be delivered the next day. It was not, and instead was re-routed to Teva's warehouse. A customer support member from Teva then told me that I would be refunded. Shoes arrived on 7/5 and I have not been refunded or received any notification that I will be refunded.
  Tracking: 1Z208W380342442176
  order number: NA1*****36

  

  Business Response

  Date: 07/14/2023

  Hello E**** ***,

  Thank you for reaching out to us about this. We are sorry to see you had issues with the carrier regarding the delivery of your order. Since your order was delivered back to our warehouse, we have refunded your order in full under return order number NA1*****36_RT. Although this was immediate on our end, please allow 1-3 business days for the refund to reflect back in your account. This timeframe is dependent on your financial institution’s policies. We hope this helps! 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20305680 if you need any further assistance.   

  Teva Customer Care Team 

  Customer Answer

  Date: 07/18/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20305680, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  E**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/10/2023

  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.

  I purchased a pair of shoes that was never delivered. I live in Florida. They delivered to Hawaii. I never received the shoes.

  

  Business Response

  Date: 07/14/2023

  Hello J*** *******,  

  Thank you for reaching out to us. We can understand the frustration behind not receiving a package. Upon review, we see that your order was returned to our warehouse due to the address error. Please allow 5-7 business days for the return to process. Once this occurs, you will receive an email confirmation with your refund details included.  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20296750 if you need any further assistance.   

  HOKA Customer Care Team 

  Customer Answer

  Date: 07/17/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20296750, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:07/10/2023

  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 purchased a pair of Teva sandals online, paying via PayPal. They were too small. Every avenue I have tried to return them for a refund--through the Decker's (parent company--has failed. I have entered all the information requested--order number, date, email address, etc.--but receive a message from Decker's saying, "Order not recognized."
  
  I would like to return these shoes and receive a refund
  
  
  Thank you for any assistance you might provide.
  
  K****** *******

  

  Business Response

  Date: 07/12/2023

  Hello K****** *******, 
  
  We are sorry to hear that you have had some issues with initiating your return. We have initiated this return for you on our end and you should be receiving this label through your email. If you need any further help on this, please let us know.  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20294556 if you need any further assistance.  
  
  Teva Customer Care Team 

  Customer Answer

  Date: 07/12/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20294556, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  K****** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/23/2023

  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 bought the Stinson Mid hiker online and have been putting off complaining about it. This model is defective. I am a longtime Hoka customer - over ten years. 11 wides always fit me and in the hikers, 11 D fits nicely. These are 11 D and they are about 1/4 inch too short - or rather not long enough. I can't use then as they hurt my toes too much. They are one of the pricier models, so it's a huge waste of money. I was not able to put more than 10 miles on them.

  

  Business Response

  Date: 06/29/2023

  
  We are sorry to hear of the issue you encountered with your Stinson Mid. Our apologies for the inconvenience. 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/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. We hope this information helps. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20223880  if you need any further assistance. 
  
  HOKA Customer Services 

  Customer Answer

  Date: 06/29/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20223880, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  T ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/22/2023

  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 the defective (manufacturing) Hoka Clifton shoes and was received by the return center on 6/10 with the receipt of purchase. Order Number - RA******26_RCRT. The shoes were sent back and the reason was the warranty period has expired. I attached the receipt of the shoes and the return that I got also had the receipt.
  
  How can a employee miss this? I reached out to the customer service and they acknowledged it.
  
  This is not the service or warranty we expect. For employee error, consumer should not suffer and pay multiple times for the return shipping.

  

  Business Response

  Date: 07/12/2023

  Hello A***** ******, 
   
  We are sorry to hear that your return was denied. 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 as 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 
  • A copy of a receipt or credit card/bank statement showing the purchase date 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20218879 if you need any further assistance.  

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 07/18/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20218879, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  A***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/22/2023

  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.

  I began a return for Hoka sneakers on January 14th I sent a pair of sneakers back through USPS. On February 26th I received confirmation that they received the sneakers and I was refunded so I threw the post office receipt outta . On May 8th I received an email notice that they received the wrong item and I would need to pay the $125. I sent two packages to the post office, one was the Hokas and one was clothes. Hoka received the clothes and the clothing store received nothing back (clearly showing that the post office made a mistake). I had messaged the email back on May 8th trying to solve this issue and there was a little back and forth but received no response in the end so I assumed it was resolved. I received another email on June 8th saying the same thing as the May 8th email. I then called the number listed which was for Hoka customer service. I spoke to multiple people and in the end the supervisor told me that she couldn’t help me as I needed to reach out to Deckers Brand. She said there is no phone number and only the email I was speaking to in the first place. I was told I need to pay the balance or I’ll be sent to collections. I would like assistance in getting the balance cleared as I do not have the sneakers and the post office made a mistake and I am just hearing from Hoka months later AFTER I was refunded.

  

  Business Response

  Date: 06/23/2023

  Dear K****** *********, 

  
  We are sorry to hear of the issue you encountered with your return. We are showing this balance has been resolved on our end. You should have received an email with this information as well.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20217248  if you need any further assistance. 

  
  
  HOKA Customer Services 

  Customer Answer

  Date: 06/26/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 20217248, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  K****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/20/2023

  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 hokas was charged twice then I recieved the shoes I ordered , but then recieved a pair of Ugg shoes I did not order. How can I get the 2nd charged pair money refunded and return the ugg shoes. I have bank account statement if it needs to be seen

  

  Business Response

  Date: 06/20/2023

  Dear Jaime Soltero, 

  
  We are sorry to hear about the issue you encountered with your order. We are seeing 2 orders were actually placed for the Challenger ATR 7. Order number NA1*****58  which matches the photo of the label on the box that you provided and order number NA17895372 . This is the reason you are seeing a double charge on your payment.  

  
  As far as the UGG shoe that arrived, we are happy to provide a return label for this item. Returning the incorrect item should also result in the refund of the second order that was placed. We have initiated the return on our end and you should be receiving a QR to return the UGG item.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20203473 if you need any further assistance. 

  
  
  HOKA Customer Services 

• Initial Complaint

  Date:06/12/2023

  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.

  Basically, I made an order with UGG, in the amount of 630.65, on July 9th, 2022. The order # is NA9358362. When I received the order, I was sent the wrong slippers and sizes. I reached out to UGG customer service about this and was told print a prepaid label and send the order back. I followed allof UGG customer services instructions. Several months later, I was still not refunded and reached out several times to UGG about this, in August, September and October, all the way up to February. My tracking number for the return at the time showed the items were delivered back to UGG. However, by time UGG properly looked into anything, the tracking was no longer showing up. I spoke to several representatives over the customer service line on the phone and was told that they order may have been lost or misplaced by UGG and that I would be refunded. However, months continued to go by and no refund. In February, I spoke with supervisorM******, who asked about my phone calls with UGG and the promised refund. I told him to go back and listen to the calls, showing that the order was lost told that I would be refunded. He told me that he would get back to me and never called or emailed me back. Instead, I am still without my refund or the items, due to returning the wrong items and never receiving a refund or the right items. A dozen different representatives and they all tell me different things. Initially, when I called UGG in September, they asked for my tracking receipt and I provided the information. However, I no longer have that receipt and disposed of it when I was told that I would be refunded. I followed their return process and I was sent the wrong items to begin with. I need to be refunded. This is unacceptable. To note, I spoke with m****** on Feb 17th, he was the last of several representatives and supervisors that I spoke with over the last 11 months. He never reached back out. You can check the phonecalls and you will hear that i would be refunded several times.

  

  Business Response

  Date: 06/15/2023

  Dear M****** *****, 

  
  We are sorry to hear of the issue you encountered with this return. Since this was returned in 2022 we are not able to check on the tracking information for this order as this info is only valid for 120 days. Due to this we are not able to refund this order. You are welcome to reach out to USPS to see if they are able to provide any info on this return.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20171143 if you need any further assistance. 

  
  
  UGG Customer Services 

  Customer Answer

  Date: 06/16/2023

  
  
  
  
  I am rejecting this response because:

  good morning,

  I have reached out more than a dozen times since August of 2022. I was told several times that I would be refunded. When the tracking was working, I was told that I would be refunded and every time a supervisor or representative was supposed to get back to me or issue the refund, they never did. I can provide proof of supervisors doing this, as well as some names, which I previously mentioned in this complaint, as well. The tracking is no longer working because this has been a persisting issue for over 10 months. When it did work and I was guaranteed a refund and ensured I reached out when this initially was an issue, no one properly handled this issue. So, because I sent the items back (which were wrong) and was told several times that I’d be refunded, I would like to finally be refunded. This is unacceptable, as I have dealt with this and reached out more than a dozen times. The tracking was fine when I reached out several months earlier and someone simply did not do their job and refund me. It is also not my fault that I was sent the wrong items or that someone did not properly handle this over the last 10 months. So please resolve this. Thank you kindly.

  
  
  
  
  Regards,
  
  
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/19/2023

   

  Dear M****** *****, 

  We are sorry to hear that you are rejecting this information. We understand where you are coming from and although we do see some communication in July and September, we have reviewed the communication and are seeing info to reach out to USPS and nothing about an assured refund. However, as a one- time courtesy, we have manually processed this return for you. Although refunds are immediate on our end it can take a few days for this to reflect in your Pay Pal account.  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20171143 if you need any further assistance. 
  
  UGG Customer Services 

• Initial Complaint

  Date:06/08/2023

  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 am writing to file a formal complaint against Bed Bath & Beyond and UGG regarding an unsatisfactory purchase experience. I recently bought a shower curtain from Bed Bath & Beyond, and due to the closure of the store, I am unable to return the item. Furthermore, the shower curtain, which is a product of UGG, has incorrect measurements, with the package stating 72 inches when it is actually 80 inches in length. I have reached out to UGG twice regarding this matter, but they have informed me that they cannot assist me as it falls under their final sales policy. I strongly believe this is a quality issue and an unfair situation for me as a customer.
  I purchased a shower curtain from Bed Bath & Beyond. Unfortunately, shortly after my purchase, the store closed, leaving me unable to return the item for a refund or an exchange. This closure has inconvenienced me greatly, as it is now impossible to resolve any issues directly with the store.
  
  Upon closer inspection of the shower curtain, I discovered that the actual measurements do not match what is stated on the packaging. The package clearly indicates that the curtain measures 72 inches in length. However, the curtain I received is 80 inches long, a significant discrepancy that renders the product unsuitable for its intended purpose.
  
  In an attempt to address this issue, I contacted UGG on two occasions. I explained the situation and expressed my disappointment with the incorrect measurements and the inability to return the product due to the store closure. Regrettably, both times I was informed that UGG could not assist me further as the item falls under their final sales policy. This response disregards the fact that the product I received does not meet the stated measurements and fails to acknowledge the quality issue at hand.
  I firmly believe that as a customer, I deserve fair treatment and a resolution to this matter. I have tried to address the issue directly with both Bed Bath & Beyond and UGG, but their responses have been unsatisfactory. I have exhausted all possible avenues for resolution, which is why I am turning to the Better Business Bureau for assistance.
  I kindly request your intervention in this matter to ensure a fair outcome. I am seeking either a refund or an exchange for a shower curtain that adheres to the stated measurements. Additionally, I believe it is essential that both Bed Bath & Beyond and UGG review their policies and practices to prevent similar issues from occurring in the future. I have attached copies of the purchase receipt, packaging indicating the incorrect measurements, and any relevant correspondence with UGG for your reference.

  

  Business Response

  Date: 06/12/2023

  Hello C****** *********, 

  
  Thank you for reaching out to us. The UGG items sold at Bed Bath and Beyond are manufactured with a third-party company that takes the partnership of UGG and Bed Bath and Beyond to make an exclusive collection. Since these are items exclusively sold at Bed Bath and Beyond, only they are able to offer a resolution/replacement. We are sorry to hear that they will not make an exception to their final sale policy for you. You will need to reach out the Bed Bath and Beyond directly to discuss their policies and procedures.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20161342 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 06/14/2023

  
  
  
  
  I am rejecting this response because:
  

  Hello UGG Customer Care Team,
  

  I am writing in response to your message, and I would like to express my disappointment with the customer service provided. I understand that the UGG items sold at Bed Bath and Beyond are part of an exclusive collection, but as the company behind the brand, UGG should take responsibility for ensuring that their products meet the specifications displayed on the package.
  

  Passing the problem solely to another retailer is not the best answer to a customer's concern. When I purchased UGG products, I expected them to live up to the quality and standards that UGG is known for. Unfortunately, this experience has confirmed my initial belief that UGG is overpriced and that the customer service is not satisfactory.
  

  As a customer, I trusted UGG as a brand and was willing to continue purchasing more products in the future. However, this disappointing customer service experience has changed my perception. I wanted to reach out to ensure that you are aware of my dissatisfaction and that you have lost a loyal customer.
  I would like to reiterate my belief that it is essential for UGG to take ownership of the quality concerns I have raised and provide a satisfactory resolution. However, if UGG has decided to pass the responsibility to Bed Bath and Beyond, I understand and respect that decision.
  
  While I am disappointed with this outcome, I have decided to let the matter go. Nevertheless, I want to emphasize that as a customer, I had hoped that UGG would demonstrate a commitment to its customers' satisfaction by investigating the issue and addressing the concerns directly.
  
  I sincerely hope that my feedback is taken seriously and that UGG will consider the impact of such customer service experiences on its reputation and customer loyalty.
  
  Thank you for your time.
  
  
  
  
  Regards,
  
  
  
  C****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 06/15/2023

  Hello C****** *********, 
  
  We are sorry to hear you are rejecting this info. We want to offer our apologies again for the frustration you are feeling about this. We can assure you that it is not our intention to add to this frustration. Since this is a third-party company that takes the partnership of UGG and Bed Bath and Beyond to make this exclusive collection specifically for that store it would not be accepted under our warranty. We do appreciate your understanding in this matter and appreciate the feedback.  
    
  UGG Customer Care Team 

• Initial Complaint

  Date:06/05/2023

  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.

  On or around 3/20/23, I ordered a pair of UGG boots. They arrived but did not fit. I returned them. I am waiting for my refund. On 4/21/23 I called the customer service number for UGG at ###-###-#### and spoke to *****. She informed me that the warehouse stated that there were no boots in the box upon receipt. She also told me that I was sent an email informing me of that - I never received such email. She also told me that there is a final decision that I will not receive a refund. And she provided me with the email address [email protected] to express my concern. That same day I sent an email to that address and I have not heard anything in return. I am appalled and infuriated at their accusation that I mailed them an empty box, their lack of communication and their refusal to process my refund. 

  

  Business Response

  Date: 06/06/2023

  Hello P******* ******, 

  
  You will need to reach out to our financial team directly via email at [email protected]. If you are still waiting on a response, please email them again. Unfortunately, we are unable to further assist you here and you will need to work with the financial team directly to get this resolved.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20137015 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 06/06/2023

  
  
  
  
  I am rejecting this response because:  I ALREADY SENT AN EMAIL TO THE EMAIL ADDRESS THEY PROVIDED AND I RECEIVED NO RESPONSE.  I HAVE JUST SENT ANOTHER EMAIL TO THE EMAIL ADDRESS PROVIDED.  I AM EXPECTING A TIMELY RESPONSE THAT RESULTS IN A REFUND.
  
  
  
  Regards,
  
  
  
  P******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/08/2023

  Hello P******* ******, 

  We are sorry to hear that you are rejecting this information. We were informed that you were able to reach out to the email provided and they were able to manually process this refund for your return. Please keep in mind that this can take a few days to show on your original form of payment. We hope this helps.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20137015 if you need any further assistance.  

  
  UGG Customer Care Team