Complaints
This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 566 total complaints in the last 3 years.
- 258 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:06/05/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I sent back a pair of shoes for an exchange on 4/26, well within the 30 day return policy window.
Package was received on 5/6. I did not receive any further information from their return processing
department so I spoke with them on 5/19, there is a 10 business day window to process.
After speaking with them, they said they would escalate to have the refund/exchange processed ASAP.
On 5/23 I received an email stating that "some or all of products" were not included in the package.
I chatted on 5/24 and asked what this means. They checked and determined the box was received empty. I stated I definitely sent it full with my shows in it.
They advised to contact their loss prevention team.
I emailed the loss prevention team on 5/25 and received an auto-reply stating they would reply within 5-7 days.
It is 6/2 and have not received any reply.
Order # is NA1****213_EX_EX
I am attaching proof of my drop off at USPS showing a weight of 2lb. 7 oz. - a full box.
Business Response
Date: 06/06/2023
Hello K***** ******,
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 with your receipt. 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 #20135181 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 06/06/2023
I am rejecting this response because:I have already contacting the mentioned party, [email protected], and they have not provided an answer in a timely manner. Repeated inquires to customer service are met with the same response. At this point I consider the actions of Decker's Brands akin to theft.
Regards,
K***** ******Business Response
Date: 06/08/2023
Hello K***** ******,
We are sorry to hear that you are rejecting this information. We were informed that you reached out to the email provided for additional support and this return was processed for you manually. You should be seeing the refund for this refund to your original form of payment.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20135181 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 06/09/2023
I have reviewed the response made by the business in reference to complaint ID 20135181, and find that this resolution is satisfactory to me.
Regards,
K***** ******Initial Complaint
Date:05/22/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I had ordered a pair of ugg in January they were on back order so they weren’t suppose to come until April. In early March I got a nonfiction saying they were delivered I could not find the package & called ugg. They said they would refund me but Ugg’s never charged me they later on sent me an invoice. I called back and they said to ignore the invoice that I never got the package and owed nothing. Fast forward to yesterday I got a paper from a collection agency saying they’re trying to collect an amount for the shoes. I called their customer service today and spoke to a manger and he said he couldn’t do anything because I was suppose to call ups but nobody ever told me that. Their representative told me I didn’t owe anything. So now I have no shoes and have this bill in collections. They is definitely a rip off. I spoke with a manager named John in their customer service who refused to do anything about this. He said to pay the bill and they was it. But they would not resend the shoes. I have recording of customer representatives saying I don’t owe for these shoes. But now the managers want to wipe their hands clean of this and do nothing. They also have no pictures or proof from ups showing where the package was left.Business Response
Date: 05/24/2023
We are sorry for the frustration you are experiencing with this. We have viewed the conversation and we see the email on 3/14 that was sent out regarding this order saying that a charge was not officially made. We understand that you are saying it was never received this item and, in this case, it might be beneficial to reach out to UPS directly to see if they can provide any further info on this.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20089438 if you need any further assistance.
UGG Customer ServicesCustomer Answer
Date: 05/24/2023
I am rejecting this response because:
Your associates never told me to contact UPS and it’s way past the time to contact UPS you have to contact them within 30 days your company already tried to contact UPS and they got rejected because it’s past the 30 days so now I have no shoes and now you’re trying to force me to pay for some thing I never received had your associates told me to contact UPS I would’ve but nobody ever did and they said everything was fine and I would not owe anything for the shoes I literally called a couple of days after the shoes were supposedly delivered back in March & I was told that everything was fine that I didn’t owe anything on them because they couldn’t find the package and now you guys don’t want to take responsibility or help in anyway. Instead your wipe your hands clean of this issue and trying to put this on my credit.
Regards,
A***** ******Business Response
Date: 05/30/2023
Dear A***** ******,
Since this is a collections issue, you will need to work with the team that emailed you directly for further assistance in this matter. Please respond back to your most recent email from this team for assistance. We hope this helps to clarify the process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20089438 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:05/19/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
It has been 6 weeks since mailing back my brand new in-the-box receipt, pair Clifton 8 Women's shoes due to a manufacturing defect inside the shoe. I asked for site credit inside the return in order to buy Bondi SR 8 in White instead due to the issues with Clifton 8 inner sole.
Clifton 8 size 8 was DELIVERED TO RETURN WAREHOUSE UPS 1Z4A72A*********40 on 4/14/23 as of today 5/19 still not processed return code: RA00340685_RCRT. Customer service cannot speak on behalf of the warehouse instead has to send an email and await a response that takes another 5 days. I've contacted Hoka customer service at least 7 times now, to no avail. Still out the sneakers or return credit. Lack of customer care, inefficient returns process, and the inability of customer service to resolve the issue. Asked for the returns supervisor and was told I had to wait until 5/24 for resolution/investigation. The website states "5-10 business days to process returns" It has been 30 business days as of this date.Business Response
Date: 05/22/2023
Hello K**** *****,
We are sorry to hear you experienced a delay with your retail return. Our apologies for the inconvenience! Upon review, we see that your site credit for this return was issued on 5/19. Upon review, we see that you have placed an order with your site credit today, 5/22 for a backordered item expected to ship around 6/23/2023. Once your order ships, you will receive an email confirmation with your tracking details included. We hope this information helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20080601 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 05/23/2023
I have reviewed the response made by the business in reference to complaint ID 20080601, and find that this resolution is satisfactory to me.
Regards,
K**** *****Initial Complaint
Date:05/11/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Order# NA*******5
On 5/6/23, I ordered 2 pairs of shoes from Hoka(Deckers Outdoor) on their website, www.Hoka.com. One pair which was to be used for work and was needed by 5/10/23. I upgraded and paid for the expediated shipping and my order was shipped next day air. UPS had possession of the order on 05/07/23.
Originally the tracking showed the shoes being delivered on 05/08. Then it was pushed to 05/09. Then it was pushed back again to 05/10. They were finally delivered on the late evening of 05/10/23. Since the shoes didn't arrive in time, I was forced to go out and purchase another pair just to be able to have a pair of shoes for what I originally needed the Hoka shoes for.
During this time, I contacted customer service at Hoka. On the evening of 05/08/23, after UPS had already run their route, I spoke to Hoka customer service using their chat. The agent offered no help and couldn't even refund my money for the extra shipping or even cancel the order, even though it was shipped next day air. On 05/09 I left messages and posts on their facebook site in an attempt to get them to contact me and to warn other buyers of Hoka's unwillingness to help me with anything. On 05/10, I finally recieved a response from Hoka. They reached out to me through private messenger on facebook and I was given the same run around. However they did say that they would refund the shipping but no other offer was made about any kind of shoe discount, refund, or anything else. They again told me that I was unable to cancel the order. I attempted responding to Hoka but the messages were very delayed. Taking well over an hour or 2 to get any kind of response.
Hoka's inability to follow through with an order date caused me to spend more unnecessary money on shoes that I didn't need. I had wanted the best and I feel like I have been screwed over. Hoka isn't offering anything and they only tell me what Hoka can't do for me.
Order# NA*******5Business Response
Date: 05/11/2023
Hello G****** ******,
We are sorry to hear of the negative experience you encountered with your order. We have looked into the communication that you have had with our teams and would be happy to clarify.
Our social media team answers posts as quickly as possible. However, please understand that they have hundreds of messages that come in daily and respond to each customer in the order their message is received. Please note when an order is already in transit it can be canceled and when you reached out to this team it was already set to be delivered. We are seeing that a return label was set up for you though so you could return this item as well as other options provided.
Since you stated you had already purchased shoes elsewhere and wanted to cancel this order this is likely the reason a discount was not offered to you besides that of the shipping fee which we are showing has been refunded already. If you would like to keep this purchase, we would be happy to offer a small discount if this would be helpful. Otherwise, we do see that this purchase was delivered yesterday so if you do not want to keep these items you are welcome to utilize the return label that was sent to you yesterday to have your items returned for a refund. We hope this helped clarify.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20044704 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 05/12/2023
I am rejecting this response because:I have yet to recieve a refund for the shipping costs. Have not gotten an email or anything official saying that the shipping costs have been reversed. The term small discount is very vague and not reassuring. If you're offering a discount of 50% off of my entire order or even a free pair of Hoka shoes of my choosing, that would be acceptable and we could close this matter. I would even leave a good review and remove all of the negativity off of my facebook account about Hoka.
Regards,
G****** ******Business Response
Date: 05/12/2023
Hello G****** ******,
We are sorry to hear that you are rejecting this information. Please note that when we manually refund something on an order, an email does not automatically go out from our system to alert a customer. However, we can assure you that we are seeing that the shipping fee was successfully refunded on our end in the amount of $32.93 to your Master card ending in 4884 as of 05/10/2023. As far as the discount you are looking to receive, we are not able to offer this purchase for free nor are we able to take 50% off your order. The highest discount we can offer is 10% off your order. Due to this, we have applied this discount to your order and you should see this refund reflected in your account within a few business days. Please keep in mind that since this was another manual refund an email will not go out from our system regarding this. We do hope this helps and you are able to have yourself a good day!
HOKA Customer Care Team
Customer Answer
Date: 05/15/2023
I am rejecting this response because:I have recieved the shipping refund back. 10% refund on my order will not suffice and is an insult. There are coupon codes floating around for Hoka to get 25% off of my order. Would be cheaper at the moment to send my order back of used shoes, and then reorder another new pair with a larger discount. Between shipping and then Hoka recieving used shoes back and having to reship new ones, 50% is a fair request. So I stand by my 50% due to the hardship that I had to go through because Hoka could not delivered what was promised in the time set by Hoka themselves.
Regards,
G****** ******Initial Complaint
Date:05/08/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On 05/08/2023, I went to www.hoka.com to order a pair of limited edition shoes. The website stated new customers could get free expedited shipping if they put in their email address. I put in my email address and the site provided me a coupon code for free expedited shipping. I added my shoes into my cart and headed to check out. At checkout, however, the code said it was applied but didn't take off the cost of expedited shipping ($20). I removed the code, removed expedited shipping, tried it again, and nothing made it work. I removed the expedited shipping, checked out so the shoes wouldn't sell out, and headed over to message customer service to fix this issue. Customer service (Cintia) reached out to her support team and then to her supervisor, and offered a 10% refund on my order instead of the promised expedited shipping. 10% of my order isn't even $20 (the cost of expedited shipping). I asked why they were falsely advertising free expedited shipping if there was no way to actually obtain said free expedited shipping, and they didn't seem to care much about this.
I have reported HOKA to the FTC for false advertising as well.
Order #N******804Business Response
Date: 05/09/2023
Hello E**** *********,
We are sorry to hear that you experienced an issue with the free expedited shipping promotional code. Our apologies for the inconvenience! Our Customer Care team is authorized to provide a 10% refund in situations like this. If you would have selected expedited shipping and the code did not work, we would have refunded the expedited shipping cost as a one-time courtesy. Since this shipping method was not selected, you were offered the 10%. We hope this helps to clarify.
Since you were refunded $17.91, we have processed an additional refund of $2.09 as a one-time courtesy to reflect the value that you missed out on with the promotion. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back to 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 # 20032288 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 05/09/2023
I am rejecting this response because: I would like clarification on whether or not anything has been done to remediate the issue or if it has even been looked into.
Regards,
E**** *********Business Response
Date: 05/11/2023
Hello E**** *********,
Our apologies for any confusion which resulted in this information being rejected. Your PayPal account has been refunded in the amount of $20 to account for the shipping. The remaining amount should reflect in your account shortly.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 20032288 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 05/11/2023
I am rejecting this response because:
Did you even read the reason I previously rejected your “solution?”
Regards,
E**** *********Initial Complaint
Date:05/04/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I paid UGG/Deckers $183.99 for two pair of shoes on January 13th 2023. The order number NA15130550. They're tracking number is 94*********55*********.
I contacted the company within a day or two and they emailed me a return label. My husband took the two pairs of shoes to the post office and mailed them back to the company. Unfortunately we lost the receipt from the post office. When a few weeks have come by and I did not hear back from the company I contacted them. They said they have no record of receiving the package back. That's when I started looking for the post office receipt... Everywhere. The receipt with nowhere to be found so I did not have a tracking number for them. No matter what I said or asked, all the customer service reps kept repeating to me was they cannot put through a return without a valid tracking number. I contacted the United States Post office and they were able to print me out of sheet with what they said was all the information that company needed to prove that they received the package from us and it had a tracking number on it. (See attached photo) I sent it to them more than once through texting. My husband contacted them through their Facebook page and receive no response. The last time I was speaking to customer service at ugg they just repeated the same thing to me over and over again that that piece of paper from the post office was not what they needed that it was not the tracking number and they can't help me until I get them a valid tracking number. The post office says the paperwork shows that somebody from their end picked up the package. They will not listen to me or pay attention to that form. They also refuse to give me the name and contact number and email of the owner of the company. They keep telling me that they don't have access to that information. Doesn't sound truthful to me.Business Response
Date: 05/05/2023
Hello Terry Ann Sanker,
We are sorry to hear you have experienced a delay with your return. Upon review, we see that the tracking number used on the return label we provided you to return your items has not been scanned by USPS. Since this tracking number has not been scanned showing the drop-off, we are unable to process your return.
The document you provided from USPS does not indicate that the tracking number used for your return 92******************806996 has been scanned. In order to proceed with processing your return, we need to see that your package was scanned by USPS under tracking number 92******************806996. We would recommend reaching back out to the USPS location you dropped your package off at and providing them your return tracking number to see if they are able to locate your package.
We hope this information helps to clarify.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #20016038 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:04/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered and paid for HOKA shoes. They did not fit so I requested an exchange. I sent back the shoes on 4/6. HOKA has not sent the shoes at this time. I have had multiple chats. They stated they would be received in their warehouse on 4/24. It does NOT take this long. I want the shoes I paid for delivered to me. They are thief's. It did not take this long to get the shoes I ordered, it should not take this long to have the returned processed. This is not fair.Business Response
Date: 05/02/2023
Hello K****** ******y,
I am sorry to hear you experienced a delay in the processing of your exchange. Upon review, we see that your exchange for order NA******08_EX was shipped on 4/29 with FedEx tracking number 648075128450. Your package was an estimated delivery date of 5/2. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19989958 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:04/27/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased 2 pairs of shoes in the beginning of April, I wanted to exchange them. Sent them back, waited 2 weeks. I heard nothing. I contacted them they told me to wait and that they had received them. I waited a little longer and then contacted customer service again. They told me they didn’t have my exchange and I asked for my money back. My total was 71$ and today I got an email saying they are only refunding 46$? This is so ridiculous I will not be ordering from this company again. It’s been over a month.Business Response
Date: 04/28/2023
Hello H**** ******,
Thank you for reaching out to us. Our apologies for this inconvenience! This issue has been resolved and an additional refund of $23.31 has been processed back to your original form of payment to reflect the full refund. Although this was immediate on our end please allow 3-5 business days for the funds to appear 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 #19987721 if you need any further assistance.
Teva Customer Care TeamInitial Complaint
Date:04/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned a pair of shoes to HOKA on April 8, 2022 and was told that I would be issued a refund in ten days.Business Response
Date: 04/28/2023
Hello A*** ******,
Thank you for reaching out to us. Upon review, we see a chargeback has been filed. Please continue to work with your bank directly regarding this refund.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19961116 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 05/02/2023
Complaint: 19961116
I am rejecting this response because:
Regards,
A*** ******Initial Complaint
Date:04/18/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Bought 2 pairs of shoes and paid 27.82 for next day shipping. One of the pairs came damaged. I immediately sent a photo and asked for a refund on the shoes and shipping. Took three days to get a response. Finally spoke to M****** the supervisor who told me that it's not his fault that someone in the warehouse made a mistake and not his problem so no refund on the shipping.Business Response
Date: 04/24/2023
Hello S***** ***,
We are sorry to hear about the issue you experienced with your order. Our apologies for the inconvenience! Since your order was delivered on time, we are unable to refund your shipping cost. If you would like to keep your item instead of exchanging it, we would be happy to provide a 20% refund for the damaged item. Please let us know if you would like to take us up on the offer. If not, click here to start your exchange: bit.ly/SanukReturn. We hope this information is helpful.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19948298 if you need any further assistance.
Sanuk Customer Care Team
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