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:12/19/2022
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 Ugg boots from the online store. I received them this week (12/12/22) and wore them twice. The second time I wore them I noticed the right shoe feels like it had been worn for weeks/months already. I own multiple pairs of Ugg boots and have had them for over a decade. The material inside the right shoe felt like a lot less than the left, as well as the material on the top of the right shoe feels thin and like my toe is about to break through. I contacted ugg customer service and was told (by T******) I could go to a local store (Chesterfield is the closest) and do an in store exchange since I have had them for under 30 days. I drove 2 hours only to have the store employee laugh at me and tell me she won’t do anything since I don’t have the box and have worn them.
Business Response
Date: 12/27/2022
We are sorry to hear about the negative experience you encountered. Most of our locations will accept a return as long as there are within 30 days, and you have proof of purchase. However, this is up to the discretion of the store itself if they accept the return. The good news is that you could still return the item through our website to potentially get an exchange. Please visit **************** to begin the return process.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18607096 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:12/19/2022
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 11/21/22 I mailed two packages via UPS to UGG Warranty. I never received notice from UGG stating that my warranty claims were received, even though UPS tracking shows delivered. I have contacted UGG and eventually the toddler glitter classic boots sent were processed and the refund was received. I have continued to contact UGG about the woman Neumel boots that were shipped and never processed or refunded. I have been told multiple times the refund was sent to my bank card , then after I didn’t receive it they said oh it’s still processing and will be on a gift card. Again someone told me they rushed my refund and I would have the refund within a few days. It’s now been a month and I have not received a refund for the women’s Neumel boots. The two tracking numbers for UPS are: 1Z9868x9*********0 and 1Z9868x9*********3Business Response
Date: 12/27/2022
Dear Destinee Shane,
Our apologies for the frustrating situation that occurred with your return. We are showing that order N*****976_EX does have a ticket to get this resolved for you with the team that you spoke with yesterday. This should be resolved as quickly as possible now that a ticket has been submitted.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18603584 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:12/16/2022
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.
This is the second time this has happened in 3 weeks. Most recent order#NA1****741 I should have received by 12/15. The order has not even shipped. I need my order by Christmas and no one seems to care yet you have my money! I am told I have to wait 10 days before you can issue a claim to request my money/refund. Refused to cancel my order as well since it had never shipped. The previous order the same thing happened order# NA******22 placed on 11/20 same issue. Not sure what is going on with Ugg this year but this needs to be resolved!Business Response
Date: 12/27/2022
Dear S******* *******
Our apologies for any delay in your order shipping. With the busy time of the year it can take a little more time to get orders out with the increased amount of volume. We are showing though that order NA13882741 was shipped and delivered 12/19/2022.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 18597946 if you need any further assistance.
UGG Customer ServicesCustomer Answer
Date: 12/27/2022
I have reviewed the response made by the business in reference to complaint ID 18597946, and find that this resolution is satisfactory to me.
Regards,
S******* ******Initial Complaint
Date:12/15/2022
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 using the ugg website, and the order got processed twice ! When the items arrived, they didn't fit so I went to the McArthur Glen store for a refund. This was on November 28th 2022. I didn't receive a refund by the 7th of December, so I contacted customer service. I was told I could expect my refund within the next few business days. Now it is December 15th, and still nothing. I contacted customer support again, and was told it would take another 10 days. I have Never had a refund take this long, and it seems like it's never going to happen. So now I'm waiting for 1300$ in refunds during the holidays. Unacceptable. I do not trust ugg, and will never order from this site. An immediate refund is the only recourse I will accept at this point s its been far too long, and it seems like they are not going to actually follow through. This is theft, and they should be paying interest on the principle cost given how long the refund is taking and based on when the order was placed (a month and a half ago !!!).Business Response
Date: 12/27/2022
Dear L****** *******
We are sorry to hear of the frustrating experience with your orders. We are showing that order NA******33_RT has been processed in the amount of 585.76 to your AfterPay. Once processed you should see the refund of the amount you have paid already to AfterPay.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 18579550 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:12/15/2022
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I returned a pair of damaged shoes to Hoka and was issued store credit to purchase a replacement. I used said store credit to purchase a new pair. The pair I ordered was lost for the better part of a month, and per Hoka’s policy, if a package shows no movement for 10 business days, a refund is issued. As far as I knew, the package had never even been received by FedEx. Hoka issued a refund to my store credit provided, and I placed another order. This was received timely. Shortly thereafter, the original package was found at a FedEx facility and delivered. Hoka now claims that I owe them the amount for the shoes. They revoked my credit that I already used and are attempting to send me to collections. You can’t revoke credit weeks post-purchase and then claim it was unsuccessful in the first place. I’d like to further emphasize that store credit was used each time. If credit was unavailable, the purchase should not have gone through in the first place. I do not have access to the second pair to return to them, nor am I required to per the FTC. A mistake on Hoka’s part is in no way my responsibility.Business Response
Date: 12/21/2022
Dear M***** *******,
We are sorry to hear about the issue you encountered with your order and all the frustration. We would be happy to explain. Although technology can be a great tool it, unfortunately, there can be issues with technology that are out of our control. For order NA11*****4 You were not formally charged for this order from your site credit. However, this order was received in the mail room as of 12/12 to the address provided for your second order as well as the address provided . You were not refunded for this order as it was not processed all the way through our system.
Therefore, when you placed NA1*****27 there was money on this site credit to place the order. However, since you were not charged for the first order this site credit still needed to be charged. This is why the site credit was canceled as this has been spent. However, since you ended up with 2 pairs of shoes, we would either need one of the pairs back or this could result in billing issues such as being sent to collections. We do see that our team did provide you with a label to have this second pair returned and once this is received this issue should be resolved.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18576810 if you need any further assistance.
HOKA Customer ServicesCustomer Answer
Date: 12/21/2022
I am not responsible for issues concerning Hoka’s technology issues. If my site credit indicated I had $0 available, I would not have placed an order. I do not have access to a second pair to return to you.
Regards,
M***** *******Business Response
Date: 12/27/2022
Dear M***** *******,
We are sorry to hear that you are rejecting this information. We understand it can be frustrating to have technology fail, so we can assure you that we are not trying to add to your frustration or insinuate that it was your fault that a glitch occurred with your site credit.
We are showing that the box from the second pair was received in the same locker as the first, so unfortunately without this item being returned we would not have the option to remedy any further.
HOKA Customer ServicesCustomer Answer
Date: 12/28/2022
I no longer have access to said locker and cannot jump through hoops to get a pair back to you as a result of a technical glitch on your end.Regards,
M***** *******Initial Complaint
Date:12/15/2022
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 2 pair of uggs boots paying almost $400 and an extra $30 for 2 day shipping and have yet to receive my shoes or money back!!! I have contacted this company on numerous occasions and have not gotten any resolution. It is Christmas I need my money back!!! I do not have $400 to give away to a companyBusiness Response
Date: 12/20/2022
Our apologies that you have not received your order associated with order NA12640477. We are showing that this order was delivered on 11/29 by UPS. However, it looks like a claim might have been started with UPS. We are required to wait till the claim has concluded before we are able to remedy an issue like this if eligible. We would highly recommend keeping in contact with UPS during this investigation.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18575072 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:12/12/2022
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.
Order#NA12401551
Tracking #1Z2079RR*********5
UPS Case# C-*********1
UPS Case# C-*********9
*Ordered w/Ugg 11/22
*Delivered Notification 11/26 - yet no package - assumed at leasing office
*Office Visit 11/28 - no package
*File Lost Package claim 11/29
*12/01 check status of claim online - closed - packaged delivered
*Receiver still has no package
*Contacted UPS via phone and was advised the driver GPS show the driver was at the location 11/26/2022 and the package was deliver to front door - no real investigation done as that's the same thing I seen 11/26
*Explained GPS is NOT proof of delivery. That shows that someone was in the area. Requested photo of the front door that the package was left at. UPS unable to provide photo. Explained no apt number on the package and that the address is for the office so again what door was the package left at.
*UPS advised they would reopen the claim and follow up with the warehouse
12/2/2022 I was advised that UGG (Deckers) needed to advise me of the decision). Spoke with UGG who stated that the claim was denied, and the package was delivered, and they are unable to help further
*Contacted UPS back and was told that no it was originally denied but the case is open with the warehouse manager, and they have until 12/12 to locate the package
*12/12 contact UPS - advised my 5 reps that the case is closed. requested a number of times to speak with a manager because it was supposed to be reopened with the warehouse. Spoke with one manager who placed me on hold to research and disconnected. Another manager offered to send a dispute and I denied requesting to speak with his manager because I have already filed the claim and disputed the original resolution. I was placed on another hold 10mins and was then conferenced with - guess who? A supervisor? NO, another customer who needed a supervisor regarding a lost package that was claimed to be left at the front door.Business Response
Date: 12/15/2022
We are sorry to hear you are having a negative experience and did not receive this order. We have refunded your order in full as a one-time courtesy. Although this was immediate on our end, please allow 3-5 business days for the $34.10 to reflect back to your PayPal account. You will want to ensure all information is included for the shipping address provided on future orders. Although unlikely, if this situation happens again, we will have to go through the process with UPS to conduct an investigation. If a future claim is denied by UPS, we will be unable to process a refund. We hope this helps and you have a happy holiday!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18560826 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/12/2022
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.
Website 10% off 1st order with email. Entered order and discount code appeared at top. Copy/paste did not work, it linked to another page. Website placed order without discount. NOT a sale item. Called customer service ###-###-####. Rep hung up on me twice and kept repeating that cancellation could not be made. Also, website posted order twice!
Incident occurred 12-12-2022 approx. 10:00 a.m. EST on Koona Berea website. Number listed at bottom of page for customer service ###-###-#### is NOT a working number. Dishonest!Business Response
Date: 12/15/2022
We are sorry to hear you are having a negative experience. We are happy to help! We have processed a 10% refund back to your original form of payment for order NA1*****74 . Although this was immediate on our end, please allow 3-5 business days for the $9.00 refund to reflect back in your account.
For your duplicate order NA13*****9, we have requested that the order is returned to our warehouse to expedite the refund process. Once the order NA1*****59 makes it back to the warehouse, a refund will be processed and you will be sent an email confirmation with your details included. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18560464 if you need any further assistance.
Koolaburra Customer Care TeamInitial Complaint
Date:12/12/2022
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.
This company charges for backordered items and then does not allow customer to cancel and get a refund for the backordered item before the item is shipped.Business Response
Date: 12/15/2022
Unfortunately, your order is unable to be cancelled. Our apologies for the inconvenience. Once your order ships, you are welcome to request that it is returned to the sender through the carrier to expedite the return process. We will be sure to pass your feedback along about our ordering process. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18557436 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/12/2022
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 didn’t get my discount for my purchase I am. Students and a registered nurseBusiness Response
Date: 12/15/2022
Hello T**** ******,
Thank you for reaching out to us. We do currently offer a community hereos and a student discount. However, these offers cannot be used on a sale item and will only work on a full-priced cart. Upon review of the screenshots you provided, the 100% off code is no longer active and eligible to be redeemed. We would recommend reviewing our Promotions and Discounts page **************** for more the most accurate and up to date promotional information. 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 #18553486 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/15/2022
I am rejecting this response because: I was told by Unidays that this code was stack able. I tried to call UGG by phone, the customer service line kept giving me the run around and hanging up on me. I tried to chat online but it wasn't functional. I want my 10% off code for this purchase. I was not told that the code could not be used on a sale purchase. This is unacceptable and I want my discount you cheapskate!!!! I cant believe I am being rejected for a 10 % discount. if my niece didn't want your ugly shoes I would have never gone on your website.
Regards,
T**** ******Business Response
Date: 12/21/2022
Hello T**** ******,
We are sorry to hear that you are rejecting this information and are dissatisfied due to not being able to use your UniDays code on a full-priced item. Although we are not seeing a call or text from your contact information given here, this information is typically given when the code is issued. This is because UniDays is a third-party company that is responsible for the codes they give out.
However, as a one-time time courtesy we have provided the 10% off order NA13511381 refunding $7 to your Pay Pal account. Please note that next time the item will need to be eligible to use this code.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18553486 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/21/2022
I am rejecting this response because:your apology is very snarky. Always remember that the customer is always right. You won’t have a business unless you have customers.
Regards,
T**** ******
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