Complaints

This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Deckers Retail, LLC

  4115 East Main Street Ventura, CA 93003

  
• 

  Deckers Retail, LLC

  120 Caranetta Dr Lakewood, NJ 08701

• 

  T Evans Electric

  1407 Erin Street Winnipeg, MB R3E 2S9

• 

  Deckers Brands

  6601 Hollister Ave Goleta, CA 93117-5584

  

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On October 10, 2022, I purchased four pairs of shoes from Hoka (aka Decker). I ended up returning all four pairs of shoes in two different boxes. The first box they received and refund me the $256.80. The other three shoes were in a box that was mailed to them and picked up on October 13, 2022 per the USPS tracking 92******************634165. This was the label that Hoka/Decker provided to me. However, the box was never delivered to Hoka and as a result they are refused to refund me for the three shoes, which should be $668.75. Per their request, I went to the post office to see if they box could be located; however, the post office said I need to have Hoka reimburse me and I should not be held accountable for using their own shipping label and having the box lost. In the one or two other instances where this has happened with other companies they cheerfully refunded me, but Hoka has refused and gives me no option.

  

  Business Response

  Date: 02/14/2023

  Hello A**** ****, 

  
  We are sorry for the frustrating experience you encountered on your return. Unfortunately, since these items were purchased in October of last year and we are just now hearing about this we are not able to track the return at all with the information provided so we would not have the option of even looking into this any further. When issues like this happen, we do need to hear about it sooner rather than later to allow us to look into this for the customer. Our apologies again. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19374224 if you need any further assistance.  

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 02/14/2023

  
  
  
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  
  
  A**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/10/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Feb 02, 2023 I purchased some boots for my wife birthday. my order number was NA*****544. it say delivered but I never received it. I call customer service and was told I won't be getting a refund or replacement. Leaving me without my wife gift or money

  

  Business Response

  Date: 02/14/2023

  Hello M***** *****, 

  
  We apologize that you did not receive the order for your wife's birthday. It looks like the apartment number was left off the order when you put the shipping address in which is likely the reason for the issue. However, we are showing as a courtesy you were refunded for this order as of 02/10 in our system. This should be reflected on your Visa ending in 0319 as soon as your bank has processed this.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19374195 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 02/14/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19374195, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order # NA*******2_RT.
  I purchased a pair of Tasman slippers in November. They did not fit and I subsequently returned them. Ugg confirmed receipt of the return, processed it, and issued a refund on 12/3/2022. UGGS return policy is that returns take 5-10 business days, from the date they receive the item. My return was processed on 12/3/2022. A logical assumption is that they confirm receipt of the item prior to processing the return. On 2/2/2023 I received an email from Deckers that the wrong item was in the box. Two months later!?!? Now they want me to return the item or refund the refund, otherwise they are threatening to send me to collections. How can I return an item I don't have anymore? Why would I pay for an item I retuned and no longer have. They have had the shoes for two months. I don't know how many hands they may have passed through in that time. Maybe one of their employees decided to treat themselves to a Christmas present. However, UGGS quality control issues should not be passed on to their customers. I have called twice already and spoken to supervisors. They said they will look into it. The supervisor actually had the audacity to basically tell me that they are a multimillion-dollar company, they essentially already made their decision and I need to pay or return the item. Seriously! That is not a resolution. I am not paying for an item I no longer have. This is not how UGG should be treating their customers if they would like return business.

  

  Business Response

  Date: 02/14/2023

  Hello ***** *****h, 

  
  We are sorry for the issue you encountered with your return. We do typically process returns within 10 business days. However, there can be issues that occur where we are not seeing the return right away. We understand when this happens it can be frustrating. As far as your return we would highly recommend replying to the email that you received about the order again as this would be the team that would be able to look into this for you further. Please follow the directions at the bottom of the email to assure that this email goes to the correct team so they can provide more information.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19340878 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 02/15/2023

  
  
  
  
  I am rejecting this response because:
  

  I understand that the turnaround for a return can be up to 10 business days.  However, that is not my complaint.  My issue is that 2 MONTHS after you received the item and issued the refund you are now trying to say that the wrong item was in the box.  2 months later!  Now you are threatening to send me to collections or pay for an item I no longer have. You received the item in December and issued a refund at that point.  Again, UGGS quality control issues should not be passed on to their customers.  A copy of the initial complaint send to BBB is below my signature line.

  
  Regards,
  
  
  
  ID

  I purchased a
  pair of Tasman slippers in November.  They did not fit and I subsequently returned them.  Ugg confirmed receipt of the return,
  processed it, and issued a refund on 12/2/2022.  UGGS return policy is that returns take 5-10 business days, from the
  date they receive the item.  My return
  was processed on 12/2/2022.  A logical
  assumption is that they confirm receipt of the item prior to processing the
  return.   On 2/2/2023 I received an email
  from Deckers that the wrong item was in the box. Two months later!?!? Now they
  want me to return the item or refund the refund, otherwise they are threatening
  to send me to collections.  How can I
  return an item I don't have anymore? Why would I pay for an item I retuned and
  no longer have.  They have had the shoes
  for two months. I don't know how many hands they may have passed through in
  that time. Maybe one of their employees decided to treat themselves to a
  Christmas present.  However, UGGS quality
  control issues should not be passed on to their customers.  I have called twice already and spoken to
  supervisors.  They said they will look
  into it, but essentially, they made their decision and I need to pay or return
  the item.  Seriously!  That is not a resolution. I am not paying for
  an item I no longer have.  This is not
  how UGG should be treating their customers if they would like return
  business. 
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 02/22/2023

  Hello ***** *****h, 

  We are sorry to hear that you are rejecting this information. We do understand your concern when it comes to the time frame that it took to receive this email regarding your return. Although we do try to get this information out as quickly as possible, we do receive quite a huge number of returns or exchanges in and out of our warehouse at a given time which can cause a delay. We are working on a process that will alert a customer to an issue should one arise in the future.  
  
  As far as this return we have reached out to our finance department and although our warehouse team is stating that an item was returned that was not our item, this balance will be waived as a one-time courtesy and therefore will not be sent to collections.  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19340878 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I set up an exchange with UGG for a couple pairs of shoes. One they refunded instead of exchange. It was fine, I just bought the size I needed. The other one they are stating they never received but the tracking says it was delivered. It’s been almost 3 months. They are refusing to send me my exchange for that reason but they provided the tracking. All I did was drop it off. I dropped off both at the same time. So how would they have one but not the other? Even so how would that be my fault? It’s winter and I just need my shoes. I included the tracking below.

  

  Business Response

  Date: 02/08/2023

  
  Thank you for reaching out to us. Our apologies for the delay you have experienced with your return. We have notified our processing team about your second item returned with tracking 92******************093629 not being processed. Please allow 5-7 business days for them to look into this and provide a resolution.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19333749 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 03/01/2023

  
  
  
  
  I am rejecting this response because:

  This matter has still not been resolved. I set up an exchange with UGG for a couple pairs of shoes. One they refunded instead of exchange. It was fine, I just bought the size I needed. The other one they are stating they never received but the tracking says it was delivered. It’s been almost 3 months. They are refusing to send me my exchange for that reason but they provided the tracking. All I did was drop it off. I dropped off both at the same time. So how would they have one but not the other? Even so how would that be my fault? It’s winter and I just need my shoes. I included the tracking below.
  
  
  
  Regards,
  
  
  
  A***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 03/07/2023

  Thank you for following up with us. Upon review, we see that your return was successfully processed. A refund has been posted back to your ApplePay account in the amount of $65.03. Please feel free to repurchase your desired exchange item since your return was has already been refunded. We hope this information helps!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19333749 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 03/07/2023

  
  
  
  
  I am rejecting this response because: The cost of the product has increased by $30. Therefore, I cannot successfully process an exchange even with a refund. 
  
  
  
  Regards,
  
  
  
  A***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/06/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of UGGS from foot locker within 2 weeks of having them, there was a rip down seam of boot. I need some type of resolution to get this resolved don't see how the cost of these shoes could cause this damage in 2 weeks only wore them twice.

  

  Business Response

  Date: 02/08/2023

  
  We are sorry to hear this happened with your UGG item. Not to worry, we have a one-year warranty on our products that protects against manufacturing defects and defective materials; we're happy to accept returns of defective items for a replacement or credit if eligible.  

  
  Please visit **************** to begin the return process. 

  
  Since the item was purchased from an authorized retailer, select the "Return an item not purchased from UGG.com” to initiate a return. Please be sure to keep your return tracking number for your reference; if for some reason you need to contact us regarding the return, this is the information necessary to view its details. We strongly recommend including a copy of your receipt or proof of purchase to confirm that this item was purchased within the last year. If a proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty. 

  
  Once your return has been processed, you should receive a confirmation email with info regarding your replacement or credit if eligible. We hope this info is helpful! If you are located outside of the US, please let us know and we will go over additional options. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #19333529 if you need any further assistance.  
  UGG Customer Care Team 

  Customer Answer

  Date: 02/08/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 19333529, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:02/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Reporting suspected data breach and fraud via Ugg online customer ordering systems. I tried calling Ugg customer service on Feb. 2 to report it at 1:08pm PT and was brushed off by the representative.
  For context: I placed an order on Ugg.com for a backordered pair of boots on Jan 17. On Jan 26, I received a fraud alert on my Mastercard, so I froze and cancelled the card, causing my Ugg order to be cancelled as well. I replaced my Ugg order over the phone on Feb. 1, and on Feb. 2 I received multiple fraud alerts on my AMEX. I rarely use my AMEX, and the only thing the two cards had in common was the purchase from Ugg, which seems like too much of a coincidence. I would like Ugg to look into a potential data breach. I am extremely careful with my payments and never use physical cards in person to avoid skimmers.

  

  Business Response

  Date: 02/08/2023

  
  We are sorry to hear this. Thank you for reaching out and sharing this information. We have passed this along to the appropriate team for review. We hope you have a nice day!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 18973398 if you need any further assistance.  

  
  UGG Customer Care Team

• Initial Complaint

  Date:02/02/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In early January I ordered hiking boots for my wife and I. Order number NA14*****7. Fed x said they delivered it tracking number *********820 and that they have proof of delivery. I told them I got the text it was delivered but when I got home there was no package there. I have talked multiple times to Hoka and Fed x and both have refused to address the situation. I have spoken to a manager from Hoka and she promised me a phone call back on a resolution. No response. I'm requesting a refund or credit from Hoka for the shoes.

  

  Business Response

  Date: 02/08/2023

  
  We are sorry to hear of the issue you encountered with your order. Unfortunately, when a claim is initiated for a missing order and the carrier provides proof of the delivery and denies the claim we are unable to further assist with the missing package. You will need to continue to work with FedEx regarding the claim. 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 #18971365 if you need any further assistance. 

  
  HOKA Customer Care Team 

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of Ultra Mini Uggs in the colour burnt cedar, size 8 for about $200 and in two months the back seam has completely unraveled. I barely wore these boots, and have purchased many pairs of Uggs before and never had this issue. The company denied my warranty claim, so now I’m stuck with 2 month old ripped Uggs. For $200 slippers I definitely expect them to last at least a year. I’ve reached out five times to get the supervisor in contact with me and haven’t been replied to.

  

  Business Response

  Date: 02/03/2023

  Hello E**** *******, 

  
  We are sorry to hear your warranty claim was denied. The type of tear on your boot is consistent with accidental damage and is not covered under our warranty. For future pairs of this style, we would recommend using a shoehorn to assist with pulling them on. 

  
  As a one-time courtesy, we can send out a replacement item of equal or lesser value than $175. All future warranty claims will have to go through the normal process with our Customer Care team as this is a one-time courtesy. Please take a look at UGG.com/CA and provide the following information. We are happy to get an order placed for you as soon as possible! 

  Complete shipping address: 

  
  Desired Item: 
  Size: 
  Color: 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18958812 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 02/06/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18958812, and find that this resolution is satisfactory to me. The boots I would like are the ultra minis in a size 8 in black, or chestnut. But I understand they are out of stock, is there anyway I can be shipped a pair when restocked? 
  
  
  
  Regards,
  
  
  
  E**** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/31/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The date of transaction was 12/25/22. I order several items online on the Ugg website and paid for my order through Afterpay. My order number from Ugg is NA******36_RT. I made a first return on 1/6 in store at Ugg which was refunded and credited to Afterpay account. I made a second and third return to Ugg in store on 1/13 and 1/27; both of which were never refunded to me. I have reached out to Ugg who claim it’s an issue with after pay and after pay is stating I need to contact Ugg. This is stealing! If I return merchandise then I should receive a refund for said returns. Please help me with this issue. I returned 3 items priced at $83.99, 89.99 and 74.99 which was not refunded. That is a couple hundred dollars and I cannot let that go. Ugg needs to do right by the customer. Please help! I have uploaded the return confirmation for the merchandise that was never refunded to me.

  

  Business Response

  Date: 02/03/2023

  Hello J******* ****, 

  
  Our apologies for the delay with the second part of your return. Our team was made aware of this situation and are currently resolving the technical issue as quickly as possible. Once resolved, your refund will be processed back to your original form of payment. Please keep in mind, once processed, the refund may take a couple of business days to reflect in your account based on your bank's policies. Rest assured, our teams are working quickly to get the affected returns refunded.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18956099 if you need any further assistance.

  
  UGG Customer Care Team 

  Customer Answer

  Date: 02/06/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18956099, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  J******* ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:01/30/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a order from UGG NA 14423279, Then it arrive way 2 late so i return to UGG.
  9202 3901 0071 0300 0926 0977 21 Here is the return tracking
  And it been delivered on Jan 14
  **********************************097721%2C&tABt=false
  They still not issue the refund, then i contact them they tell me oh wait unitil Jan 30
  Then i wait to day still no refund and i contact the supervisor called Miranda, and she/he ask me for drop off receipt
  But if u go drop off the USPS, they will ask u to drop to the shipping cart that's it!
  and i called their customer service they have NO AGENT, IT JUST BOT

  

  Business Response

  Date: 02/03/2023

  
  We are sorry to hear you are experiencing a delay with your return for order NA14423279_RT. In order to proceed with a resolution, our processing team does need a receipt showing the weight of the box you returned. If you do not have this information, we would recommend reaching out to USPS directly to see if they are able to provide the scanned receipt for your return. Please provide this proof to our Customer Care team to be further assisted with your return. 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 #18951993 if you need any further assistance.  

  
  UGG Customer Care Team