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
- 563 total complaints in the last 3 years.
- 255 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:01/30/2023
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 sent four pairs of ugg back and didn’t feet a store credit for any of them .
Business Response
Date: 02/02/2023
We are sorry to hear that you have not heard about your returns yet. It looks like the item you returned in a size 10 in the black color was out of warranty and was returned to you with tracking number 1Z208W3*********82 as of 12/16. We are showing that 2 of your items were accepted under return order number RA00264782_RCRT. This is the site credit you received under site credit number 6******************. It looks like the balance for this was used as of 01/30/2023. For any other returns please provide us with the item that was returned including model number, color, and size as well as the tracking numbers associated with these returns, and we will gladly take a look.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18950585 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/30/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered three pairs of boots on 1/13 order number NA1*****84. They were supposed to be delivered 1/17.
I never received them. I called UGG customer service and they told me to call UPS. I called UPS and they said the seller had to file the claim. I called UGG customer service back and they said they’d file a claim. Then I received an email saying claim was denied because merchandise showed as delivered. However, I then contacted UPS because tracking number was showing it was never delivered and they confirmed it was not delivered. I called customer service a third time and they said it was not their problem. I’ve never dealt with a company who didn’t do all they could for a customer.Business Response
Date: 02/02/2023
We are sorry to hear about the issue you encountered with your order. We are showing that order NA1******4 has been refunded as UPS had concluded its investigation and ruled that this package was not received. You should be receiving $749.00 to your Apple pay account.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18941293 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/30/2023
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 Have a UGG order it arrive way too late
So i try to return the whole order, NA14425801 RT here is the return number
And i drop off the package then wait for like 16 days now
**********************************103781
The package still not been pick up
they still not issue the refund
Are u guys seriously?Business Response
Date: 02/01/2023
We are sorry to hear about the issue you encountered with your return. We are showing that the last scan for this return was on 01/17 by USPS. We would recommend reaching out to USPS to see if they are able to provide any further info on why this has not moved yet. We have reviewed the conversation you had over the phone and chat and understand you do not have a receipt for this dropped-off return. However, without this, our team that handles things of this nature is not able to manually refund this return if eligible.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18941047 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:01/26/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I recently returned two kid ugg boots to your King of Prussia Ugg store. I turned over two boots and have not yet received a refund back to my card. I want to make sure the store associate processed the return correctly; however, every time I call to speak to the manager, they are not available. Please advise. I would like assistance in getting this resolved. I have no merchandise, and also no money returned to my card for the items returned to Ugg. The confirmation of return should be attached to this email.
I can be reached at *********4 with any questions or concerns.
Thanks, and I look forward to hearing from someone soon.
issued return number NA14*****8_EX_RT for this transaction.Business Response
Date: 01/27/2023
Hello N*** ******,
Our apologies for the delay you have experienced with the refund for your return order NA14392688_EX_RT. Upon review, we see that you spoke with a customer care representative that notified our processing department of your unprocessed refund. Please allow 5-7 days for this team to get this resolved for you. Once they have completed this, you will receive a confirmation email with your details included. We hope this information helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18902734 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/01/2023
I am rejecting this response because: It has been over a month since product has been received by the business I have been robbed of my money entirely. I have no product or refund. I have been making several complaints just to be told to have more patience and wait more days. This resolution has not solve the issue of returning my money to me or issuing me another product. It is unreasonable to expect any customer to wait this long to have funds refunded to them or have another replacement product ship to them. This is a crime!
Regards,
N*** ******Business Response
Date: 02/03/2023
Dear Nina,
We can understand your frustration and apologize again for the delay. 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. Refunds for the affected returns have already started processing. Rest assured, this is a top priority and is being fixed as quickly as possible. We appreciate your patience and understanding.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18902734 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 02/06/2023
I have reviewed the response made by the business in reference to complaint ID 18902734, and find that this resolution is satisfactory to me.
Regards,
N*** ******Initial Complaint
Date:01/24/2023
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a pair of Ugg boots. Order NA******51, I decided to return the boots and seen the option to return in store, On your website it lists the address 630 Old Country Road Space 1096. I traveled 10 miles 40 minutes away with traffic to find out the store no longer exists. Please remove this address from your website - 2 hours of my time wasted. Oddly enough when I went there and asked the one of the booth workers, she mentioned I was the second person who asked this. Please investigate this and remove it from your website,Business Response
Date: 01/26/2023
Our apologies for the inconvenience you faced when attempting to return your UGG order. We will be sure to pass this along to the appropriate team for review. For your reference, your return has been successfully processed and you will be seeing the credit back on your original form of payment. If you have any additional questions, please let us know.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18889950 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/23/2023
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 received confirmation that my return (Hoka shoes) was received and I'd be issued a refund within 10 business days. It's now been six weeks.
Emailed the customer care address: "We no longer communicate via email." Please call this number or click in "CHAT NOW"
Called the number: Impossible to speak to a person. The phone tree takes you in a loop and asks if you'd like the information repeated or emailed to you.
Hit the "CHAT NOW" and it took me to the Hoka web page but not a person.
Phone tree prompt: Get a text message sent to you. Did that. Sent my return receipt confirmation and explained that I'd not been refunded. Was told the refund had been issued, and to search under DECKERS instead of Hoka. There is no such transaction with my bank (Chase) or with PayPal.
I asked which account they refunded (please tell me the last four). She could not.
I asked to speak to a person and was given the same phone number as before. I tried again and was unable to reach a human or a resolution.
This is from December 6, 2022:
Dear D****** ******,
Good news, your item has been received at our warehouse!
You returned the following item(s):
SKU Name Quantity Unit Cost Subtotal
1110519-AEBL-08.5 W BONDI 7 1 $127.99 $137.27
We have issued return number NA11354127_EX_RT for this transaction.Business Response
Date: 01/26/2023
Hello D****** ******,
Thank you for reaching out to us. Upon review, we see that NA11354127_EX_RT has been refunded in the amount of $137.27 on December 7th, 2022 back to your Visa ending in 8660. The transaction reference number is *********9EB418CC0C33448E57882DCE3C254FF. We hope this helps you to find the credit on your statement.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18876100 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:01/20/2023
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 ordered a pair of boots from UGG online store for my daughter for Christmas using afterpay. I never received the package. Turns out my address was entered incorrectly meaning the house number and street number was omitted. I personally do not think I made this error, since most website applications will not allow you to move forward without this information. I peronally think there must be a transfer data issue between afterpay and UGG website. However, UPS has confirmed that the boots was delivered. Seeing that the boots was delivered UGG/DECKERS support has denied my claim and told me to go through UPS claims which I did. UPS now says "that the claim was initiated by someone other than the sender and a claim may not be made, please contact the sender" I have tried many times to get UGG/deckers to initiate the claim with UPS but they will not because it not their policy since the package was sent to the address that was given to them. So, I must stand the loss of $169.00 even though the package was delivered to an undeliverable address.Business Response
Date: 01/26/2023
Hello K**** *************,
We are happy to provide some clarifying information regarding your missing order NA******36. When an address does not match what we are showing as the shipping address, it is the responsibility of the customer to reach out to the carrier to look into this. In order for them to look into this they may have questions that we would not have the answer for. Since the claim was denied by UPS confirming delivery, you will need to reach back out to UPS for any additional assistance. For future references we do display multiple screens prior to hitting the submit button to ensure the correct information is used. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18866571 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 01/31/2023
I am rejecting this response because: I do not believe a claim was made to ups and was denied. Please provide this information if this statement is true. Currently the ups dashboard says that a claim was initiated by someone other than the sender "which was me per your company instructions" and cannot result in a claim.
Which means that the resolution you have suggested will not yield any result since a claim cannot made by anyone other than the sender.
Regards,
K**** *************Business Response
Date: 02/03/2023
Thank you for following up. As previously mentioned, we are unable to initiate a claim on a package when the customer makes an error with the shipping address. It is your responsibility to work with UPS when an incorrect address is used. We hope this helps to clarify.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18866571 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/16/2023
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.
On Nov. 10, 2022 I placed a shoe order from the Hoka website. On Nov. 19 I requested a return and exchange for a different shoe since the fitting of the first order was not comfortable. Then the same happened the fitting did was not comfortable so I requested for an exchange and Hoka accepted my request for the order # NA1*****37_EX_EX with the item # 1106514 to be exchange with item # 112****-BGIR-09D.
I reached out to the Hoka customer center over 6 times. Every representative always reassured me that my exchange is on its way. My return request was processed on Dec. 12, 2022. I still have not received my shoe up to this date.Business Response
Date: 01/18/2023
Our apologies for the miscommunication you received about your second exchange request on your order NA*******7. For future reference, only one exchange is allowed per order. Upon review, we see that our processing team was able to assist you in this matter. Your refund was successfully processed on 1/17 with return number NA1*******_EX_RT back to your PayPal account. Please allow 3-5 business days for the refund to reflect back in your account. Feel free to repurchase your desired item at your convenience. We hope this information helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18821438 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/19/2023
I have reviewed the response made by the business in reference to complaint ID 18821438, and find that this resolution is satisfactory to me.
Regards,
M*** ***Initial Complaint
Date:01/16/2023
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 ordered 4 items from ugg and my amount was well over 300$. I ordered these items before Christmas and I still have not received my package. I contacted ugg and they stated that they would file a claim and it could take UP TO 15 days. They told me if the package was not found by Sunday January 15th then they would refund me. I called ugg today to get an update and the representative never even started a claim. I was then told I had to wait another 15 days because they have to “start” the claim with UPS since it wasn’t properly submitted. I’ve been severely inconvenienced and I would like my refund asap. I don’t think I should have to wait because their representatives didn’t do their job. I spoke with a supervisor his name was John he was rude and didn’t seem to care about my package. I had to ask his name twice before he would tell me.Business Response
Date: 01/18/2023
We are sorry to hear you have had a negative customer experience. Our apologies for the inconvenience. Upon review, we see that the investigation for order NA1*****79 regarding tracking number 1Z208W3*********12 has been completed by UPS. UPS was not able to confirm the delivery of your package. Therefore, we have processed the refund for your lost package back to your original form of payment. 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 information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18819270 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/16/2023
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 was locked out of my Ugg account and could not reset the password. I posted a negative review on a site and they asked for my phone number claiming it was Ugg and they would call me. They never called me and I got spam. The reason for my complaint is because I lost 10 to 20.00 in Ugg points. They refuse to reinstate the points. I spoke to a few people and they hung up or had nothing useful to say. I am annoyed they won’t replace the points.Business Response
Date: 01/18/2023
Thank you for reaching out to us. Rewards points do expire due to inactivity if you do not make a purchase within 1 year while logged into your rewards account. As a one-time courtesy, we have reinstated your 153 points that most recently expired. If you need assistance resetting your password, you can reach our Customer Care team by phone at 888-432-8530. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18815680 if you need any further assistance.
UGG Customer Care Team
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