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:03/20/2023
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 some shoes and paid extra shipping to be delivered before christmas, i never received my order.
i contacted ugg and they made me contact ups which i did and ups closed my cased saying they couldn't reach me which was a lied. ugg representative told me file a claim with my bank which i did and ugg lied to my bank saying i did receive my order. my order was worth more than $700 and they couldn't do anything about it. i want a full refund of my money. my order number is NA1*****68
Business Response
Date: 03/24/2023
Hello S*** *****,
We are sorry to hear you did not receive your order. You will need to work directly with the carrier for further assistance regarding your missing package. If they are able to reopen the claim and deem the package lost, please contact our Customer Care team directly for assistance.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19619607 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/24/2023
I am rejecting this response because:
I did tried to work it with them and they keep referring me to UGG saying UGg needs to step up
Regards,
S*** *****Business Response
Date: 05/02/2023
Hello S*** *****,
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 for a resolution. They may have questions for you that we do not have the answer for. Since your tracking history is outside of 120 days, we do not have access to view the claim details. Please work with UPS directly for further 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 #19619607 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/17/2023
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 got approval to return my Classic Tall Black Uggs 2/16/23. I sent back my items 2/17/23 from Hurleyville NY which was a month ago. I sent back the items with the shipping label UGG/Deckers emailed to me. I contacted UGG/Deckers today 3/17/23 and they denied my refund because they don't have the items. I contacted USPS 3/17/23 and they could not help me, they could not give me a concrete answer on when or if the item will arrive. I have proof of the approved return and proof of shipping the boots and the tracking. I want my money back to my orginal form of payment.Business Response
Date: 03/23/2023
According to the notes associated with your email address, our social media team is helping you out with this issue. We would highly recommend continuing your conversation with them first to see if they are able to resolve this issue for you. If you still need help after, please let us know.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 19614951 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/16/2023
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 on UGG.com on February 4th, the order consisted of 4 items (Order #N*******55). None of them fit me so I returned all of them together in one package, and received a confirmation email on February 21th from UGG claiming only 3 were received. I talked to customer service and they agreed to investigate, and later discovered that a warehouse staff made a mistake when scanning the returned items, and I received a second email (on Feb27th) confirming that they received the fourth item. However, I never received the refund for the fourth item. In the email on February 27th, it says within 10 business days, I waited for two weeks and contacted them, but no one responded. I talked to online customer service again on March 7th and they said within 1-2 business days, but on March 9th they told me again to wait 5-7 business days. Now it's been over a month since I returned the items and UGG refused to issue me my refund while asking me to wait every time I contact them. I am asking to have this refund issued to me right now.Business Response
Date: 03/20/2023
We are sorry to hear about the issue you encountered with your return. We are seeing a note on the account that is saying this issue should be remedied by 03/27. However, if for some reason it is not, please reach out to our customer care team and they should be able to manually remedy this for you.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19604620 if you need any further assistance.UGG Customer Care Team
Initial Complaint
Date:03/15/2023
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.
Order NA9*****8.
I’ve been getting threats of collections for a return that was apparently damaged by USPS on this order that was placed 7/7/2022. The return was shipped back in the original box yet I’m being told the “warehouse” team can’t verify it. I’ve provided drop off receipts showing the weight of the package when sent. How is the customer liable for anything if they followed the instructions given to them by the seller (Decker) brand to begin with? Not sure if this is even legal what they are doing but I need someone to call me asap regarding this issue.Business Response
Date: 03/20/2023
We are sorry to hear of the negative experience you had with your return. We are showing that as of 01/25 this account was settled according to the notes associated with order NA9*****8_RT. If you feel this has been resolved in error, please let us know.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 19594827 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 03/21/2023
I have reviewed the response made by the business in reference to complaint ID 19594827, and find that this resolution is satisfactory to me.
Regards,
E*** *******Initial Complaint
Date:03/13/2023
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 dropped my return off on February 14, 2023. The return tracking label/number has not been updated since February 19. The return is clearly lost in transit since it hasn't been updated in so long! I have been reaching out to the merchant via their website. I have spoken to a supervisor. They were no help at all! I also couldn't get transcripts of the chats because they said that's not an option right now. I also provided them with the USPS drop-off receipt and nothing! The tracking number is 92******************237348, and it is in the photos as well!Business Response
Date: 03/16/2023
Hello C****** *****,
We are sorry to hear that you have not heard about your return yet. If you could provide us with your return order number we would be happy to take a look into this for you.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19582844 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/02/2023
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 a pair of UGG slippers on September 5th 2022. my daughter used them for 5 months and realized the fur inside the slippers was coming off on certain areas and she was left with just the leather. Ugg has a 1 year warranty on their shoes. I paid $10 to ship them back and they returned them saying they were out of warranty even though it has only been 5 months. I called and they said it was out of warranty, when i told them the date they corrected themselves and said oh its normal wear and tear. I spent over $100 on slippers and their life expectancy is only 5 months. That is ridiculous. I want my money back or a replacement slipper sent to me.Business Response
Date: 03/07/2023
Thank you for reaching out. Upon review, we see our Social Media team was able to provide you with a one-time courtesy replacement for your Scuffette lls. We hope you enjoy your new slippers.
If you have any additional questions, please reach out to us here directly via BBB.
UGG Customer Care Team
Initial Complaint
Date:03/02/2023
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.
Purchased Ugg products with Order #NA1*****90.
Returned the full order and was only given a partial refund.
Ugg refuses to give me my full and proper refund remaining of $627.50.
I am asking for the shipping back as well as the packages were late and i paid for expedited shipping.
Ugg has been giving me the run around in terms of my refund and has violated their own return policies posted on their website as well as what they have asked for.
I have provided them with everything they have asked for and have called over 5 times. They have told me they are refusing to give me a refund because they did not receive it and i should contact usps which does not show delivery of the package.
However it is not right because USPS is not handling the final delivery and they are using Pitney Bowes shipping which does not show final delivery. This is a prepaid return label and not my responsibility. They have quite possibly received their return, filed an insurance claim yet still refused to properly return my money.
The tracking of my return is: **********************************057892Business Response
Date: 03/07/2023
Thank you for reaching out to us. We are sorry to see you have experienced a delay with the processing of your return. Our apologies for the inconvenience. Upon review, it appears your return was lost in transit. As a courtesy, we have manually processed the remaining refund your return. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back to your ApplePay account. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19524272 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:03/01/2023
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 01/27/2023 I placed an order for three pairs of Uggs (NA15410017). My package was suppose to be delivered on 02/01/2023 (1Z2079RR*********0). As of 03/01/2023 I have not received the Uggs that were purchased, nor a refund. I spoke with a representative on 02/02/2023, who submitted a claim to UPS. I was told that it would take up to 15 business days to process and someone would reach out to me. On 02/27/2023 I called the customer service number because no one has tried to contact me. I was told that a message would be sent to the back office and someone would contact me within 24-48 hours. Now as of today 03/01/2023, I called customer service once again because has reached out to me, only to be told that the claim was filed incomplete and it would take another 5-8 business days before it could be processed. Excuse after excuse. I placed my order over a month ago. A refund needs to be issued asap. This a major inconvenience and negligence on UGGs behalf.Business Response
Date: 03/07/2023
Hello M****** *******,
Our apologies for the delay you have experienced with your lost package claim. We can understand the frustration. Upon review, we see that your claim is still being investigated by UPS. Once a conclusion has been reached, our processing team will reach out to you via email with your details included. Again, our apologies for the inconvenience!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19520821 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/07/2023
I am rejecting this response because:
This order was placed on January 27, 2023! Today is March 03, 2023. It does not take two months for someone to receive three pairs of boots. This is ridiculous and the colder months are almost over with. This issue needs to be solved asap. A small claim will be filed if necessary!
Regards,
M****** *******Business Response
Date: 03/14/2023
Upon review, UPS has closed the lost package claim due to being unable to reach you for additional information. We would recommend giving them a call directly at ###-###-#### with your tracking number 1Z2079RR*********0 to reopen the claim and provide the necessary information.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19520821 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 03/14/2023
I am rejecting this response because:I have already contacted UPS and the claim was reopened. No one has tried to contact me, except the tier 2 department from UGG, stating that the claim was denied and they are unable to offer a refund or replacement. It’s been two months since this order was placed and the money was deducted from my account. So two months without funds nor boots, what a fucking joke. THIS WHOLE SITUATION IS A BIG INCONVENIENCE AND TOTALLY UNACCEPTABLE. The charge has been disputed with my financial institution. I will never purchase another item from UGG. Thanks for fucking nothing !
Regards,
M****** *******Initial Complaint
Date:03/01/2023
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.
Date of Online Transaction: 11/20/22
Order Number: NA12****01_EX (return/exchange) | NA12****01 (original order)
Tracking Number: 92******************054558
Cost of Item: $195.98
Business Committed to Provide a Hassle Free Return.
Nature of Dispute: I made an online purchase, but the boots were not true to size and ran small. I initially bought a size 6, too small, then exchanged for a size 7, also too small. I needed a size 8 instead but it was sold out. Since the size 7 boots did not fit me, I just wanted a refund. I called Ugg again to request a return shipping label and returned the brand new boots in their original shoe and shipping box via usps mail on 12/23/22. I received a refund to my credit card. However on 2/2/23, I received an email from Ugg/Deckers lp team, that there was an issue with processing my return. They are refusing to accept my return and threatened to report me to collections for the value of the boots. They also did not provide adequate details or evidence to support their actions in their email. This was my first time ordering with Ugg online and it has been a terrible experience with this company. On 2/8/23, I called Ugg again and spoke with P**** and her Supervisor, M****** about this issue; I also emailed her and their lp team with a picture of proof that I returned the item I received from them, but they refused to resolve this issue. I have never experienced an issue like this with an online company when trying to return an item. I also want an investigation done because the only explanation is that there is fraud being done by the Ugg/Deckers employees or possibly usps and they are trying to pin this on me the customer. The fact that they are threatening to take me to collections over boots that I returned in the same condition i received from them is absurd. I have already notified PayPal and my bank of this issue. I want my refund to remain and i want to avoid any negative effects on my credit report. Please assist. Thank you.Business Response
Date: 03/07/2023
We are sorry to hear about the issues you are experiencing with your return. You will need to work directly with our finance team to get this resolved. Please respond to the latest email with the information requested for continued assistance regarding this matter.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19433881 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/04/2023
Complaint: 19433881
I am rejecting this response because:I am rejecting the business response on the basis that I received an email directly from the business acknowledging receipt of my return and confirmation that they refunded me. I also have proof that USPS successfully delivered my return to them. Please see 5 attached pictures for evidence.
Regards,
O******* ******Business Response
Date: 04/11/2023
Hello O******* ******,
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 the requested information. 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 #19433881 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 04/14/2023
Complaint: 19433881
I am rejecting this response because:I have already reached out to them prior to this complaint and issue was not successfully resolved. I need to escalate this issue further up to Deckers inc/Ugg upper management. I need their contact information instead. I am not happy with the customer service received and would like to resolve this issue here before taking it further to social media and legal action. Thank you.
Regards,
O******* ******Initial Complaint
Date:02/27/2023
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 a pair of shoes from Teva online 11/28/22. I received an order of Ember Commute Waterproof in Sesame/Medallion size 9.5. I've been happy with them until 2/12/23 when I noticed the sole peeling away from the shoe in the toe of the right shoe. I stopped wearing them and tried to submit a warranty claim on their website. After several attempts, the "warranty" claim took me to returns/exchanges. I selected an exchange of the closest possible item to mine because mine were discontinued. I received an email confirmation after I mailed the shoes back that I would be charged the difference in price. I emailed asking if that was true - I wouldn't have sent my shoes back if a replacement for warranty wasn't a real option. I called today, 2/27/23 to talk to someone and they insist they can 1) not return my shoes to me - they will be donated and 2) cannot send me a replacement unless I pay for them.Business Response
Date: 03/01/2023
We are sorry to hear there was some confusion surrounding the warranty process. You are welcome to process an exchange for a warranty issue if purchased on our site directly like you did. However, if the exchange is accepted outside of the normal return window within one year of purchase it is a warranty exchange where you would need to pay the difference if you paid less for your item than what the exchange item costs. You were credited for the item you returned, but would have to pay an additional amount for the shoe you selected. If you would have decided to return your shoes and not request an exchange you would have been refunded to your original form of payment for the amount you paid for the item.
Unfortunately, we cannot price match. If you would prefer to just be credited to your original form of payment for your warranty return, we would recommend returning your order NA12368726_EX at bit.ly/ReturnsTeva. 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 #19503995 if you need any further assistance.
Teva Customer Care TeamCustomer Answer
Date: 03/02/2023
I am rejecting this response because: The warranty process described in this response is not listed on the Teva website. Attached are screenshots of their website. It begins on the warranties link on the lower right corner of the main site."Warranty
Teva® offers a limited one year warranty. It applies to manufacturer
defects only. Any items sent to Teva® that are past the one year
purchase date will be evaluated on a case-by-case basis. If your item
meets warranty criteria, Teva® can offer an exchange or credit, but we
do not perform repairs.
Items not covered under this warranty:
Products over 1 year old from date of purchase
General wear and tear
Excessive wear or misuse/abuse
Alteration
Items returned for an evaluation will be processed in the order they
are received. Evaluations can take 1 to 3 weeks. If a warranty return is
accepted, exchanges will be shipped via standard Ground at no cost to
the customer.
Please click the following link and complete the form online. Once
you submit the form, remember to print it and include it inside the box
along with a copy of your invoice showing the date of purchase."I clicked the box called "Start a Return". This took me to the screen where is can Exchange or return an item. There is no mention of starting a warranty claim. I was not sure about an exchange, so I clicked the "Warranty Info" link of the right side of the page. That took me to a "Help Center" Page, where I clicked on "Warranty Information".
"What Is Your Warranty Policy?
Teva®
provides a manufacturer's limited warranty against defective materials
and workmanship for one year from the date of purchase. This warranty
only applies to authentic products purchased directly from www.teva.com, or from an authorized Teva® retailer.
We
strongly encourage you to include a copy of your proof of purchase to
confirm the product is within one year of the purchase date to be
eligible under our warranty policy. If you do not include your proof of purchase, your product will be evaluated by its manufacturing date.
The warranty does not cover normal wear and tear, accidental damage, water damage, or variations in color. For products containing suede or other natural materials, it should be
noted that the absorption of color dye may vary slightly within various
areas of the product, and from product to product. Additionally, these
materials are not intended to get wet: exposure to moisture can
permanently damage the materials.
Please note that Teva® does not perform repairs.
If you believe you are experiencing a warranty issue on your product, please click HERE to begin the warranty return process.
Items Purchased from Our Website:
Select Exchange or Return an Item.
If
found eligible under our warranty policy, you will be issued a refund
to the original form of payment on the order to replace the item at your
convenience."Lower on the page it states: "
What Happens If My Warranty Return Is Not Accepted?
If
your product does not meet the criteria to be eligible under our
warranty policy or it is over a year old, it will be returned to you in
the condition it was sent to us, with a notice explaining why it was not
accepted. "I followed the instructions per the Teva website. They are now refusing an exchange and they are unwilling to return the previous shoes to me, stating that is impossible and they will be donated. The exact item I ordered is no longer in stock, so I selected the newer version of the same shoe. I believed this to be a fair exchange.
Regards,
J******* ****Business Response
Date: 03/07/2023
Dear J******* ****,
Our apologies for any confusion. Your exchange was processed for your warranty return. Your item was returned outside of our 30-day, unworn return policy, making it a warranty return. Since the same exact item was not selected that you previously purchased, you are responsible for the remaining balance. You were credited for the item you returned for the warranty evaluation and per your selection of your desired exchange item there is a remaining balance due for the amount that was not covered by the credited warranty claim. We hope this helps to clarify.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19503995 if you need any further assistance.
Teva Customer Care TeamCustomer Answer
Date: 03/08/2023
I am rejecting this response because: your website does not state the "policy" you refer to for a warranty claim. I copied and pasted the entire documentation along with screenshots on my last response.There was no option to mark a warranty return. The item "replacement" was no longer available, so I chose the updated model. I do not feel, from your documentation or from a general customer service perspective, that I am reponsible for covering an price differences.
In the case I am responsible, I requested my shoes be returned to me and I would super glue the sole back to the shoe. I was told by your representative that was impossible.
You took my shoes, issued a PARTIAL refund, are refusing to honor a simple warranty process that would replace a damaged item that was a factory defect, and put me on the phone with a manager that was working remotely with a screaming child. When I attempted to resolve the situation by asking for a discount code or a credit to cover the difference in price because I thought this was bad business, she replied, "I'm sorry you feel that way."
Regards,
J******* ****
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