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

  150 Tanger Dr Williamsburg, IA 52361-9653

• 

  Deckers Retail, LLC

  189 The Grove Dr Ste F72 Los Angeles, CA 90036-6225

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

• 

  Deckers Retail, LLC

  Oklahoma City Oklahoma City, OK 73173

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:01/05/2023

  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.

  Ugg originals were a gift 12/25/2021 and have since had manufacturers defect including the heal collapsing which should be covered under 12 mo warranty. Case was opened on 12/15/2022, making it under 12mo.
  
  Sent in product and company refuses to help stating “ products purchased outside of 12/ over 1 year are no longer covered… additionally we are unable to cover damage of normal wear and tear due to water damage.”
  
  Once again:
  
  1 . It is within 12 months
  2. No wear and tear damage.
  3. It is manufactured warranty covered damage

  

  Business Response

  Date: 01/11/2023

  Hello M****** ******, 

  
  We are sorry to hear your return was denied. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore. Please provide the requested information in the format as shown below. Once your information has been evaluated, we will follow up with you. 

  
  Complete Shipping Address: 
   
  Item to be evaluated:  
   
   
  Name of Item:  
   
  Style Number (S/N):  
   
  Color: 
  
  US Size: 
   
  Where was the item purchased? 
   
   
  When was the purchase made? 
   
   
  Brief Description of the Defect: 
  
  Any additional instructions/Questions: 
  
  We will also need: 
  • Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags 
  • A copy of a receipt or credit card/bank statement showing the purchase date 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18693003 with the requested information.

  
  UGG Customer Care Team 

• Initial Complaint

  Date:01/04/2023

  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.

  Starting Dec 2 I started purchasing 9 pairs of Ugg slippers through the month . I joined rewards club o. Dec 2. I m being told I never joined. On Jan 3 I checked for rewards n saw there weren’t any. When I informed Ugg they said I did not join till Jan 3 never received any verification from them other the advertisements or shipping status. On dec 3 i nor Jan 3 did I receive any form of reward info

  

  Business Response

  Date: 01/11/2023

  
  Thank you for reaching out to us. Upon review, we see that our social media team was able to assist you. Your rewards account has been gifted 504 points as a one-time courtesy for your previous orders. Keep in mind, the coupons generated do expire on 4/10. Please ensure you are logged into your account prior to making any future purchases to ensure you receive your purchase points. We hope this helps!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18683912 if you need any further assistance.  

  
  UGG Customer Care Team 

• Initial Complaint

  Date:01/03/2023

  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 am filing this complaint in regards to an exchange item I have yet to receive for order #NA12416242_EX_EX which was shipped back to ugg on 12/8/2022 via usps and received 12/16/2022 as per usps tracking# 92******************574323. Reached out to ugg cust svc numerous times in an attempt to find out status of my exchange when I can expect to receive my boots but continue getting different answers conflicting responses upon each attempt to resolve this with ugg. original order was placed using after pay and subsequently sent back and exchanged as aresult of a sizing issue for same model/color ugg boot and there was no issue at that time however there was a sizing issue with the larger pair of ugg boots short ii as well and the csr spoke with stated they would make an exception push the order through manually for an additional exchange for different model (ugg classic mini ii since the ugg short style boots would not fit around calves despite trying different sizes and they were to be sent in black as the chestnut were on backorder for at least a month) I still have YET to receive my ugg mini II boots in black I am supposed to have gotten for exchange. There has also been no correspondence from ugg in regards to the boots i returned or status update about my order period and every agent i speak with gives me different answers and excuses. i was told last week they were submutting a ticket in regards to me not receiving my replacement order and i shuold have heard something 3 days later and it is now a week + later w/o any update at all- and on top of that upon calling this evening 1/2 i was told by a diffeent representative that i was going to need to wait 10-15 days had past and reach out to ugg again so they could submit a ticket about non receipt of exchange - whcih i had already been told last week was submitted. i need to either get the replacement mini ii boots size 8 in black or chestnut and credited for difference - or refunded for entire order asap

  

  Business Response

  Date: 01/04/2023

  
  We apologize for any confusion regarding your return. Since the item was already exchanged previously our system was not able to process an exchange for the second time. We apologize for the miscommunication on this. We are showing that your return was processed though as a refund to After Pay. Once they process this refund, they should send you a refund for the amount that you have already paid. We are seeing this was successfully sent to After Pay as of today 01/04/2023 and this should take a few business days on After Pays end.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18673556 if you need any further assistance. 
  

  
  UGG Customer Services 

• Initial Complaint

  Date:12/30/2022

  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.

  Hello,
  
  I filed a complaint last year against this company. They issued a refund to a closed account I no longer have access to nor can I locate the bank. I sent in the merchandise for the refund. I have no merchandise or refund at this point. We came to an agreement through the BBB that they would ship me another pair of the exact same item. I have yet to receive the item or the refund. I am looking for either one of these things for a resolution. The previous complaint number is 16893243.

  

  Business Response

  Date: 01/04/2023

  Dear S******* *****,  

  
  Thank you for reaching back out. It looks like the last time we spoke we asked you to verify the address for us for your one-time courtesy replacement. However, we are showing that we never received a message back, so we were not able to send the order. If you could verify the complete shipping address, phone number, and email we will gladly submit your order of the Classic Short in size 10 in the chestnut color.  

   

   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16893243 or 18661705 if you need any further assistance. 

  
  
  UGG Customer Services 

  Customer Answer

  Date: 01/04/2023

  
  
  I have reviewed the response made by the business in reference to complaint ID 18661705, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  S******* *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/27/2022

  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.

  Date of transaction 12/18/22 total amount of purchase $661.43. I paid to have the order expedited to me. Ugg stated that ups was delivering my package. I have the ring camera on my door and can provide all footage for the 12/20/22 to show there was never an attempt made to deliver my package. When I was notified that my package was at the door via email I was and my family was home. No door bell was ranged and no package was there. I contacted UPS and ugg no one have any idea where my package is. If a package is scanned then UPS knows which driver had it. I need my $661.43 back or I need my merchandise.

  

  Business Response

  Date: 12/30/2022

  Dear O****** **** , 

  
  We do apologize for the problem you encountered with your order. We are showing that a potential claim was identified for this order. Please keep in mind that a claim can take up to 15 business days once completely submitted before an investigation concludes. We would recommend making sure to communicate with UPS if they reach out.  

   You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 18642892 if you need any further assistance. 

  
  
  UGG Customer Services 

  Customer Answer

  Date: 01/01/2023

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18642892 and will await further instructions to how to receive my refund or reorder my merchandise.  Thank you for the speedy response and working on my claim. 
  
  
  
  Regards,
  
  
  
  O****** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/27/2022

  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 returned a pair of shoes for exchange because of size and the shoes were already showing signs of manufacturing issues. I had to wait over a month for the exchange and was ultimately sent the wrong shoes. I called in and explained this to the customer service agent was told I couldn’t even exchange the shoes for the right size even thought the company was at fault. I asked for a supervisor and was place on hold for over 20 mins with no one answering the call before I just hung up.

  

  Business Response

  Date: 12/29/2022

  
  We are sorry to hear of the inconvenience you encountered with this exchange. If you could provide us with photos of the incorrect item for order NA********_EX that was received, we would be happy to investigate this further.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18633573 if you need any further assistance. 

  
  
  Customer Services 

• Initial Complaint

  Date:12/21/2022

  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.

  Placed an order on 11/04/2022 order# KB2*****************1 and paid for order, I received a confirmation for the order. Never received a shipping confirmation or date.
  I placed another order on 12-21-2022 for the same products, order # KB2******************. Payment was made and confirmation was received stating that they received payment.
  
  These were Christmas gifts and I would like ( I expected a date for shipment) after the I purchased the products in November almost 2 months ago. I know the company is valid, I used the company website. I would appreciate any help you can give me. Thank You, V****** ********

  

  Business Response

  Date: 12/27/2022

  Dear V****** ********, 

  
  We apologize that you have not received your order. The order number you provided is not associated with orders placed through our official site www.UGG.com. If you could provide us with the website, you placed your order on we would be happy to provide more information.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18620908 if you need any further assistance. 
  

  
  UGG Customer Services 

• Initial Complaint

  Date:12/21/2022

  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 place an order on the UGGs website via an company names Afterpay. The UGGs website didn't prompt or give me an option for adding my shipping information. I thought it would ask for my shipping information after I went through Afterpay and was redirected back to the UGGs website. Once I was returned to the UGGs site. The order went through with a review. Upon receiving my confirmation email I saw the wrong address and Immediately followed up with UGGs to cancel or correct the address. They refer me to UPS . I filed a claim through them which they denied . Because the parcel was delivered. UGGs failed me by refusing to cancel the order I contacted them by phone email and text. They disregarded me from start to finish

  

  Business Response

  Date: 12/27/2022

  
  We are sorry for the problem you encountered with your order. Although we do provide a confirmation screen before placing an order to assure your address and information are correct, as a one-time courtesy we have refunded your AfterPay account. Once After Pay processes this refund, they should refund you what was already paid.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18620775 if you need any further assistance. 

  
  
  UGG Customer Services 

• Initial Complaint

  Date:12/20/2022

  Type:Customer Service 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 purchased a order and never received my merchandise. I was told by Ugg representatives due to me using PayPal “Ugg” systems automatically change the delivery address via PayPal. Once my transaction posted Ugg site did not indicate they were changing the address manually put in by me however I was routed to complete the payment I did. After a email that my package has been delivered to an address “out of state” o reached out yo Ugg to file a complaint. I never received correspondence about opening up a dispute. I followed up 3 times. The third call I spoke with a supervisor who was very rude verbally attacking me yelling and me, refusing to hear me out. I didn’t get a option to get the products shipped to the correct address or a refund. Chrissy stated my issue is with ups. I advised Chrissy my issue is NOT with ups if Ugg changed my mailing address and provided the mailing address to ups, ups fulfilled their due diligence, however Ugg did not. I was hung up by Chrissy. I called into a store and spoke with Sr manager Travis Jones who advised he would email my complaint via providing his email info. I called again to try and correct the the issue I was hung up on from the deckers brand call center this time after pulling up my account and asking was my call referencing a claim. I asked for a numbers in sales and Kimberly refused and instead pulled up my claim that I didn’t mention and decided to become confrontational I ended the call I was not taking customer abuse today from this company as I took yesterday from this company. I called the store and spoke with a assistant manager Kyla she stated she could hear me I asked to hold for a second while I removed my AirPods, Kyla a planned the phone down. I called callback no answer of course. I called from my other phone number and wala a answer. I asked Kyla was there a customer relations number for customers to file a complaint and my call was disconnected.

  

  Business Response

  Date: 12/27/2022

  
  We do apologize for the negative experience you encountered with this order. We are showing that you have been refunded for this order as of 12/20/2022. We do apologize again for the issue you encountered.  

   

   You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 18617335 if you need any further assistance. 

  
  
  UGG Customer Services 

• Initial Complaint

  Date:12/20/2022

  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.

  Date of transaction: Dec 13 2022
  I paid: $101.04 total
  They committed to provide- the product I ordered, returnable, exchangeable, free returns, free shipping (I was charged &10.75 for shipping)
  All available methods to obtain a refund fail - customer service, calling, texting, emailing, chatting, etc. all options take me right back to the form that won’t accept my info that every time says my “email & order number aren’t recognized”. Both UGG & Decker’s are impossible to connect with! Tried every option - none connected me to anything but that same “return/exchange” page
  Neither UGG or Decker’s has even acknowledged my efforts to contact them. They made no attempt to resolve.
  Order # NA13*****0
  Tracking #. 1Z208W3*********62 (UPS)

  

  Business Response

  Date: 12/27/2022

   

  
  We are sorry to hear that you have had some trouble getting a hold of our customer care team to help with your return. We have initiated a return for your item for a refund as requested. If you need any further help with initiating your return please let us know.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18611564 if you need any further assistance. 

  
  
  UGG Customer Services