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:04/10/2023
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.
Purchased two pair of shoes directly from companies web site. Date of Transaction - 3-28-23. Online paid for 2 pairs of Hoka sneakers. 1-pair Clifton 8 Womans (yellow pear/sweet corn; size 7) and 1-Pair clifton 8 mens (anthracite/castlerock size 12.5).
Order# NA******17 One box delivered 4/3/23 Shipped via FedEx with the womans pair of shoes, no mens shoes! Packing slip stated (2) pair of shoes on the outer box - they were not 2 pairs and there wa sno sign of tampering. Comapany is VERY difficult to get a hold of or obtain communication via thier perforerd form: TEXT or CHAT. Great products...TERRIBLE customer Service.
Business Response
Date: 04/11/2023
Hello A*** *********,
We are sorry to hear you did not receive the men’s Clifton 8 for your order NA1*****17. We have refunded this item in full in the amount of $126.35 back to your Visa ending in 4334. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. Our apologies for the troubles you faced with communicating with our Customer Care team. We would recommend giving them a call if a situation like this arises again in the future. They can be reached at ###-###-####.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19918674 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 04/11/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19918674, and find that this resolution is satisfactory to me.
Regards,
A*** *********Initial Complaint
Date:04/10/2023
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 placed an order No. NA14591762 from the company's UGG.COM on December 27, 2022. I chose to return the item because it did not fit the description and sent the order back. After that, I started the negotiated with the company's customer service dozen times and uploaded the returned invoice on February 25 as they requested. I still haven't received my refund. During this period I contacted UGG's customer service more than twenty times, their reply only one sentence, your return is still waiting for processing in the return center. Imagine a package that took 4 months and is still waiting to be processed, this is a ridiculous and abrupt excuse! Please BBB help me to negotiate with them to get back my money that belongs to me!Business Response
Date: 04/11/2023
Hello J**** ***,
Thank you for reaching out to us. Upon review, we see your return associated with return tracking number 92******************670870 was just received at our warehouse on 4/9. Please allow 10-15 business days for processing. Once your return is processed, you will receive an email confirmation with your return details included. We hope this information helps to clarify our process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19917757 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/17/2023
Complaint: 19917757
I am rejecting this response because:I returned this order on January 24, 2023, and I have been waiting patiently for my refund ever since. Unfortunately, despite several contacts with your customer service team, I have not received my full refund.
After initiating a complaint against on BBB. I received a response from your team stating that you received my return only on April 9, 2023, and that it would take 10-15 business days to process this refund. I understand that refunds can take some time to process, but I returned this order on Jan 24 and it is April 17 today, which I think is well over 10-15 business days. Also I am concerned that I only received a refund for one pair of gloves $46.29 after I initiated the complaint , which was only the smallest amount of merchandise I returned together.
I would like to kindly request that you process my refund in full as soon as possible. I returned the merchandise in good faith and I have been waiting for over three months for my refund. This has caused me a lot of inconvenience, and I hope you can understand my frustration.
I have always been a loyal customer of UGG.com, and I was trust with the quality of your customer service. I would appreciate it if you could resolve this matter promptly and to my satisfaction. If you have any questions or concerns, please do not hesitate to contact me.
Regards,
J**** ***Business Response
Date: 04/24/2023
Hello J**** ***,
Thank you for following up with us. Your return for order NA14591762 has been fully processed to reflect the return of your 8 items. You should be receiving a confirmation email shortly. We hope this helps and apologize for the delay you experienced.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19917757 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:04/10/2023
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 my order# NA16126627 back in the beginning of march of 2023 and it has been well over a month since return. I contacted UGG to see why my refund is taking so long and they said they never got my return! But yet when I track my return label it says it's been delivered to them, so how can they not have gotten it? I want my money back!Business Response
Date: 04/11/2023
Hello E**** *******,
We are sorry to hear about the issue you have experienced with your return. Upon review, our returns team did not receive the items you sent back and instead received an empty parcel and therefore your return cannot be processed. We would recommend working with the Customer Care team directly and providing your USPS drop-off receipt showing the weight of the box returned. You can reach our customer care team at ###-###-####. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19916124 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/15/2023
Complaint: 19916124
I am rejecting this response because: as requested I have uploaded a photo of my receipt. I will also try and send it to your email or chat like you said.
Regards,
E**** *******Business Response
Date: 04/18/2023
Hello E**** *******,
We are sorry to hear that you are rejecting this info. We have received your email through our email box and have reached back out in that thread to let you know that we have processed this return for all 7 items, and you should be receiving a refund within a few business days to your Pay Pal. Please see email for all additional info.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19916124 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:04/04/2023
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.
The company is scamming people
The boots are falling apart I bought them fir my daughter end of December they have a 1 year warranty on them this is a manufacture defect
She only wore them maybe 3 times
She is so upset she’s only 13 was so happy to get these we paid a lot for them she took such good care bought the cleaner and spray also never wore them
The company kept avoiding my emails and calls them they said after o sent the receipt and pics and videos that it is out of warranty which I contacted them and said their wrong abd lying they then agreeded that I was right
Many supervisors said this should be covered 2 and 3 staff reps also said once they saw my case this is unfair they are scamming and charging ppl so much and don’t follow there own policyBusiness Response
Date: 04/11/2023
Hello R**** **********,
We are sorry to hear about the issue with your daughter’s boots. Upon review of the information you have provided our Customer Care team, we would be happy to send out a replacement as a one-time courtesy. Please note, due to the natural materials of our Classic boots, they are susceptible to water damage which can cause the material to easily rip. To help protect your UGG products, we would recommend using our UGG Protector bit.ly/UGGProtect for water and stain resistance and carefully following the instructions available here: bit.ly/UGGClean. For optimal results, we recommend treating the product every 4 months.
If you could please respond with the following information, we can get your order placed. (Please continue to work with us directly regarding your international warranty to avoid any confusion.)
Complete shipping address:
Classic Short II Chestnut size:
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19893715 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/12/2023
Complaint: 19893715
I am rejecting this response because:I’m responding to the email from decker brands I by accident must if closed the case by mistakeAnywaysThey can send size woman’s 9 chestnut Bailey bow Uggs if they do not have the regular size ones they can send the mini woman’s size 9 chestnut colourPlease also include a spray for cleaning the Uggs and a protector anything that will keep these Uggs safe as I bought these items abd they did not work for my daughters UggsSo one pair of the Uggs and a bottle of their protector and a bottle if they cleaner for the bootsThey can send It toR**** ************** ***** *****Milton OntarioL9T 6E4
Regards,
R**** **********Business Response
Date: 04/13/2023
Hello R**** **********,
Thank you for following up. Unfortunately, we only have the option to send out a pair of boots as a one-time courtesy. We are unable to send a bottle of our Protector Spray. Please confirm your complete shipping address and the email address you would like the order confirmation to be sent to, and we can get your order placed for the Classic Short II.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19893715 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/13/2023
Complaint: 19893715
I am rejecting this response because:Not the classic shortIt’s the Bailey bow boots size 9 chestnutSend toR**** ************** ***** **Milton, Ontario L9t6e4Email Address: ********@gmail.com
Regards,
R**** **********Initial Complaint
Date:03/29/2023
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.
In February I bought a pair of shoes for 191.63
The shoes were very uncomfortable and I contacted them to return them for a refund. I was provided a shipping label but the fed ex store I took it too said it wouldn’t work and charged me to mail them back .
Now Hoka representatives say that they received the shoes but will only issue me a site credit instead of the refund I need because the shipping label.
Their return policy states if shoes are returned within the 30 days a refund will be issued and now they won’t give me my money back because of the return label .Business Response
Date: 04/11/2023
Thank you for reaching out to us. We are sorry to hear there was some confusion when initiating your return. Since a retail return label was used, a site credit was issued for the return. Not to worry, we have deactivated your site credit and a refund has been processed back to your original form of payment used for your order NA15868260. Your return order number is NA15868260_RT. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19869916 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 04/12/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 19869916, and find that this resolution is satisfactory to me.
Regards,
H****** ******Initial Complaint
Date:03/27/2023
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 placed an online order and chose PayPal as a payment method from Ugg on November 25 of 2022. In the confirmation email it stated that I will be charge for $299.84, but the actual transaction was charged me $310.78. Therefore, before I receive my order, I disputed the transaction and claimed for “overcharge” from my bank for $10.94, and I already received this amount of money on December 1st of 2022. Then, after I received this order, I returned it and I also received their confirmation email stated they received it on January 27th of 2023. Until now, I still haven’t received my refund. I have contacted the merchant and PayPal and my bank for several times, but they all have their excuse for unable to help or refund to me. The merchant claimed that they don’t have the option to refund to me via PayPal, because I have a open claim( the “overcharge” case), after I inform the bank to close that case, and get back to the merchant then they said they were still unable to proceed, and asked me to contact PayPal, when I talked to PayPal, they said there’s nothing they can do and suggest me to contact the bank or the merchant to solve this issue. I contacted the bank and the bank confirmed that they are unable to open 2 cases on the same transaction, hence there is nothing they can do, then suggested me contact the merchant. But the merchant insisted PayPal is the only way to refund, and insisted me to contact PayPal to solve the issue. I have been contacting and solving this issues between the three parties since then, but they keep asking me to contact others. As far as I can see, the merchant already have their product back and holding my money, all I asked is to get the rest of my money back which is $310.78-$10.94=$299.84, but the merchant refused to find other ways to refund back to me, I have attached the order confirmation and returned email. Please kindly help me with this issue. Thank you!Business Response
Date: 03/29/2023
Thank you for reaching out to us. Since a chargeback was filed for this transaction, you will need to work with PayPal or your financial institution directly. We hope this information helps to clarify the process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19852739 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/30/2023
Complaint: 19852739
I am rejecting this response because: I have previously contacted both PayPal and my financial institution, Chase, multiple times regarding this matter. However, PayPal informed me that they are unable to assist me since the dispute was initiated through Chase. Meanwhile, Chase has stated that they are unable to reopen the case or initiate a new one on the same transaction. I have attached the rejection email provided by Chase for your reference.
Chase has advised me to address this matter with the merchant directly. I hope that we can find a resolution to this issue as soon as possible.
Thank you for your attention to this matter.
Regards,
S*** ****Business Response
Date: 04/06/2023
Hello S*** ****,
We understand that you have been bounced around regarding this and can see how this can be frustrating for you. We have checked with our teams that handle things of this nature and since a chargeback was done to begin with, we are not able to refund Pay Pal. Typically we would need to have you reach back out to pay pal and your bank regarding this since a chargeback was put in.
However, as a one-time courtesy, if you can call into our phone team at ###-###-#### to safely provide a credit card number, we can look into refunding the $299.84 back to you since you returned the item. There is a note on the account so as long as you call from the same number we have on file our agents will be able to take your credit card info.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19852739 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/27/2023
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 made an order with Hoka and they have FedEx as shipment company. When making the order the system did not add my apartment number but FedEx instead of notifying me the undeliverable items due incorrect address they change the address completely in my order. FedEx is claiming Hoka approved the change of address when I never requested the address to be changed. I contact Hoka for a resolution but a supervisor was being rude and unable to take any responsibility in this matter she was also sexist as she kept calling me ma’am when my name is J**** ********. Nobody is able to resolve this issue. I think they are scamming me due never received my items or change my address. I need someone to fix this for me either open a lost claim and refund me or contact their shipping company to make sure those items are delivered to meBusiness Response
Date: 03/28/2023
Hello J**** ********,
We are sorry to hear about the issue you experienced with your order. Upon review, we see that your FedEx tracking number has been updated and your package was delivered to you today, 3/28. We see that you also signed for it, so we hope this issue has been resolved. Please let us know if you need any additional assistance.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19852546 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:03/24/2023
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.
On 12/14/2022, I placed an order with Ugg (owned by Decker Brands) for 8 items for a total of $992.07. On 12/19/2022, I started a return with Ugg to return all 8 items purchased. I returned the items and received a confirmation email from Ugg on 12/21/2022 stating that all 8 items returned were received by their warehouse and that a refund will be issued. I received the refunded amount. However, I received an email from Decker Brands on 2/28/2023 stating that the items specified for return were not included in my return packaging. I do not understand why I am receiving this email demanding I pay for items that were returned, especially when the company confirmed that all 8 items returned were received in the warehouse (with all items specifically listed) on 12/21/2022. Decker is demanding that I pay for the items, return the items (which I already did), or else the account will be sent to a 3rd party collections. I have been emailing Decker Brands and provided proof that they received all 8 items as stated in their email but they are still demanding that I pay, return the items or being threatened with collections. Deckers Brands has stopped corresponding with me. Please see the attachments regarding the following: the confirmation email that Ugg received the items on 12/21/2022, and my correspondence with Decker. I should not have to pay for items that were returned, especially when the company provided email confirmation that the items were received. I feel that Deckers Brands is attempting to double dip in product/financial gains with me and this is not okay.Business Response
Date: 03/28/2023
Hello C***** *******,
Thank you for reaching out to us. We are sorry to hear about the issue you are experiencing with your return. Upon review, you will need to respond to the original email you received from the loss prevention team for further assistance. This team is going to have the most accurate information regarding your account. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19846591 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/29/2023
Complaint:
19846591
I am rejecting this response because: On 3/14/2023, Decker Customer Care Loss
Prevention sent me an email and I responded to the email on 3/17/2023 at 5:26pm
(PST). Decker Customer Care Loss Prevention has not responded to my last
response.
I
feel that Decker is dragging out this issue so the company can send this to a
3rd Party Collections to collect an amount for products that I had already returned,
despite the company providing me documented proof that the company had already received
all returned products to the warehouse on 12/21/2022 @ 2:20pm (PST).
Regards,
C***** *******Business Response
Date: 05/02/2023
Hello C***** *******,
We do apologize for the delay in response back from the rejection of this information. We do understand this can be a frustrating thing to have happened. The team that emailed you would be the only team that would be able to provide more information if available which is why we recommended reaching out to the email you received.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19846591 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/22/2023
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 PURCHASED THREE PAIRS OF UGGS ON 02/22.
ON 02/24 IT WAS MARKED DELIVERED, HOWEVER I HAVE NOT RECEIVED MY ORDER.
I CONTACTED UGG THE FOLLOWING DAY 02/25 BECAUSE I WANTED UNTIL THE END OF DAY 02/24 AND STILL NOTHING.
I WAS TOLD THEY NEED TO FILE A CLAIM WITH UPS AND THIS PROCESS TAKES 15 DAYS TO COMPLETE
AND THEY WILL REACH OUT TO ME AND LET ME KNOW.
I THEN WAITED 15 DAYS AND CONTACTED UGG BACK BECAUSE THEY HAVE NOT GOTTEN BACK TO ME.
THEY THEN SAID WAIT UNTIL THE 24TH FOR RESPONSE.
I DECIDED TO REACH OUT AGAIN TODAY AND GOT ANOTHER DATE FROM UGG THIS TIME THEY SAY WAIT UNTIL THE 31ST OF MARCH
NOW THESE DATES KEEP CHANGING AND THEY KEEP SAYING THE SAME THING , THEY STATE THEY HAVE TO WAIT UNTIL UPS APPROVES THE INVESTIGATION THEN I CAN GET MY REFUND BUT WHAT IT SOUNDS LIKE IT UGGS IS WAITING FOR UPS TO GIVE THE MONEY AND THEY CAN GIVE ME MY REFUND.
THIS IS UNACCEPTABLE TO ME BECAUSE I HAVE WAITED THE TIMEFRAME THEY HAVE GIVEN ME WHICH THEY INFORMED ME AT THE TIME WAS THE POLICY AND NOW I AM GETTING THE RUN AROUND WITH MY REFUND.Business Response
Date: 03/28/2023
Hello K******* ******,
We are sorry to hear you did not receive your order. Upon review, we see that the lost package claim was denied by UPS and proof of delivery was provided. For further assistance, we would recommend reaching out to UPS directly to dispute the claim. Unfortunately, we are unable to provide a refund unless UPS changes their decision on the investigation and deems your package lost and approves your claim. You can reach UPS directly at ###-###-####. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19631497 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/29/2023
Complaint: 19631497
I am rejecting this response because: Proof of delivery is not what was provided , i received a email from Tier 2 support that states the claim was denied because UPS could not call me , and then when checking the tracking for this claim no photo was provided for proof of delivery at all ! I reached out to UPS and they blaming you all saying I cannot even reopen this claim because it was you all who sent the package ! I am being denied my funds for something i never received and I am getting the run around from Ugg ! I am a loyal customer who purchases all the time no issues but now when I have issue you all treat me this way ! I tell you one thing I will never shop with you all ever again ! Worst customer service ever one of your agent s named Elizabeth totally treated me very wrong she had no empathy and basically blamed me for this issue ! I have attached that email from Tier 2 support also if i cannot get my money back from you all I will never shop with you all again and tell everyone I know to never shop with this company !!!!
Regards,
K******* ******Business Response
Date: 05/02/2023
Hello K******* ******,
Our apologies for the delay in response regarding your rejection of this info. Unfortunately since the carrier has denied this, you will have to work with them directly towards a resolution. They may have questions for you that we do not have the answer for. Please work with UPS directly via phone at (800) 742-5877 for further assistance. If they reopen your claim and after the investigation find that you did not receive the package, we can then provide a resolution. At that time, you can reach back out to our Customer Care team regarding your order. 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 #19631497 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 05/02/2023
Complaint: 19631497
I am rejecting this response because:This Business specifically told me to work with another department on this and it was not until the claim was denied that the team said UPS could not reach me so therefore the claim is denied. It seems Ugg wants to be sure they receive their money back first before they release my funds back. To be fair that is unfair to the customer especially if they are a loyal customer.
Regards,
K******* ******Initial Complaint
Date:03/21/2023
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.
They provided me with a free qrs code to return my orange colored shoes which was the wrong color. I took them to a local USPS and gave them the qrs code . Little did I know upon calling to get my refund they purposely locked me out of the account I created and erased all communication with them about my refund. They scammed me out of 149.03 on January 6. Particularly Mercedes from upper management erased my entire file including communication about my order and refused to return my money with out the qrs code which I had no ability to collect from my established account and all communication was erased by her.Business Response
Date: 03/29/2023
Hello C***** ********,
We are sorry to hear about the issue you had with your return. We are showing that an email went out from our teams that handle things of this nature on 03/21/2023 stating that this refund would be received within a few business days. If you have not received this refund, please check with your bank or reach back out to us so we can investigate.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19626474 if you need any further assistance.
HOKA Customer Care Team
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.