Business Profile

Retail Shoes

Deckers Retail, LLC

Headquarters

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

564 total complaints in the last 3 years.
255 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:12/06/2022
Type:Customer Service 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.
NA*******8 Is the order number. I was using my discount from unidays and it seemed that it would not work with my Ugg reward account. Not only realized the Ugg reward issue but that my sisters name is spelled wrong in the shipment. I went on group chat to correct points and my sisters name which is tiffany ruff. The rep was not supportive in helping with anything!
Business Response
Date: 12/13/2022
Hello I***** ***** *********,

We are sorry to hear you had a negative experience. We would be happy to provide some clarifying information regarding these situations! Your UNiDAYS code is only eligible for full-priced orders. Since the kid’s Neumel was on sale, the code will not work for the order.

Unfortunately, we are unable to make changes to the order details once the order is placed. We are sorry to hear you felt like you were not helped because of this. We will be sure to pass your feedback along to the appropriate team about this process. Please note, we do display multiple order confirmation screens to review the information provided before submitting your order. You will want to ensure all the information is correct prior to placing future orders.

We see this order has shipped with UPS tracking number 1Z208W3*********79 and is estimated to be delivered on Friday, December 16th. 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 #18528467 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/14/2022

I have reviewed the response made by the business in reference to complaint ID 18528467, and find that this resolution is satisfactory to me.

Regards,

I***** ***** *********
Initial Complaint
Date:12/05/2022
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.
I called to track my order and was told by one associate Christian that UPS failed to pick this up and that even though they failed (UGG) at getting this shipped out they said I haven’t to cancel and re order the shipment. I ordered these shoes 11/18 and when asked to talk to a super Alyssa F (UGG) she stated she would not send me my shoes I ordered due to an Internal policy they do NOT have listed anywhere!!! That I have to wait 5-7 days for a refund and re order again. Why would I do all that for their error? When asking for a supervisor above Alyssa she said no I can email in a complaint. This is not ok as I paid and ordered these yet they refuse to send them out
Business Response
Date: 12/13/2022
Hello S******* ******,

We are sorry to hear your order experienced an error with the shipping label that caused it to not progress to you. We can understand the frustration behind this situation. In order to provide the speediest resolution possible, our process is to immediately refund this type of order issue so the customer can replace their item at their convenience. We will be sure to pass your feedback on to the appropriate team about the process for review. Your refund was processed in full on December 3rd back to your Visa. We hope this information helps and again apologize for the inconvenience.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18517050 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:12/05/2022
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.
I purchased 2 pairs of Hoka shoes 3 months ago - kept one pair returned PROMPTLY the other.
Then I started to get emails from the company three months later saying it was an INVALID return and if I don't pay them for the merchandise I kept they are going to a third party collections.

I am a good customer and have purchased over 20 expensive shoes from them over the years.
This is not the way to keep a good customer.

I called them 4 times about this error on their part and have spent several hours on the phone and returned all of their emails stating thatI returned the shoes. I am not paying for merchandise I returned.

Apparently, somebody opened the box, took out the shoes and replaced them with a Tshirt.
It wasn't me. Obviously, somebody along the return trail wanted the expensive flipflops.

Every company representative I have spoken with says they understand my concern and frustration but
they cannot do anything. It was impossible to get thru to a person in a position to correct this error.

I am a retired CPA, have an almost 800 credit score and spend thousands of dollars on merchandise every month.
If they send this collections and it puts a mark on my excellent credit I will be extremely irritated.
I have NEVER received a collections letter. This company did not even send a polite first letter.
Business Response
Date: 12/20/2022
Dear T*** **********,

We do apologize for the issue you have encountered with this order. Since we do not evaluate the item ourselves as our warehouse team is responsible for this, we do go based on what information they have given us about returns. However, we will gladly look into this further to see if there is any further information that can be provided on this issue.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18516874 if you need any further assistance.

HOKA Customer Services
Customer Answer
Date: 12/20/2022

I am rejecting this response because: I have spoken, at length, with several customer service representatives - including managers - using the telephone number provided on the threatening letter. Several of the telephone calls were an hour in length. Each time the representative stated " they understand my concern, how frustrating it must be, how they value their customers; however, there is nothing they can do. Please return the merchandise." I was unable to speak with a person in a position to address this error. No representative was able to push me up the chain. Without exception, they all said, " Our receiving center said there was a T shirt in the Box...... please pay or return the merchandise." This shows really bad internal controls and unfortunate customer relations.

Regards,

T*** **********

Business Response
Date: 12/27/2022
Dear T*** **********,

We are sorry to hear that you are rejecting this information. We have reached out to the team that sent you the initial email and they are going to forgo this collection attempt and will consider this matter resolved. You should not receive any more emails regarding this order.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18516874 if you need any further assistance.

HOKA Customer Services
Customer Answer
Date: 12/27/2022

I have reviewed the response made by the business in reference to complaint ID 18516874, and find that this resolution is satisfactory to me.

Regards,

T*** **********
Initial Complaint
Date:12/01/2022
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.
I purchased 3 pairs of Hoka running sneakers on September 2nd. Shortly after, I received an email notification stating that one of the pairs was out of stock and the pair would be cancelled from my order. I received all 3 sneakers in my order, then 2 weeks later an additional pair of the "cancelled" pair. I checked my card and I was charged the full amount for the 3 pairs + the 1 additional pair ($179). I did NOT authorize this payment for the duplicate pair of shoes. I spent 2 hours on the phone with customer service to try to get refunded for the unauthorized order. He said I needed to ship them back to get refunded, but the pair did not have an order number or shipping label since they were not ordered. He eventually sent me a custom shipping label, and I shipped them back mid October. I checked in mid November via customer service chat on their website as I still had not been refunded. She stated that the warehouse was still checking the shoes for wear prior to authorizing a refund. Mind you, I DID NOT order these shoes or authorize this purchase. It is now December 1st. I have still not been refunded. I am back online with customer service at a last attempt to resolve. DO NOT order from this company. I have never experienced an unauthorized purchase issue, and certainly did not anticipate 6+ hours with customer service representatives who are unable to rectify the situation. This is an outrageous way to handle a situation in which the company, not the customer, made a mistake.
Business Response
Date: 12/06/2022

Our apologies for the inconvenience of a charge you were not expecting, and the inconvenience encountered to get this item back to us. We experienced a system error that created duplicate orders and have since resolved the issue. Upon review, we see that our processing team was notified of your unprocessed return on 12/1. Please allow 7-10 business days for them to get this resolved. Once they get this resolved, you will receive an email confirmation 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 #18490682 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:12/01/2022
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.
There are three problems with my Hoka One One (Deckers) shoe order:

1) I ordered a $155.00 pair of size 7.5 Speedgoat tennis shoes from Hoka One One (Deckers) via PayPal. I received a pair of size 5 boots instead.
2) I received an email from Deckers informing me that Deckers was changing my order and was charging me more money ($166.04) . This was without my advance knowledge or permission.
3) I tried to contact the store to inform them about the problem but could not get through.
4) I opened a dispute through PayPal because I suspected perhaps I was a victim of a scam, and received instructions via PayPal for returning the size 5 boots along with a note that Deckers (Hoka One One) would refund me once the boots were returned. The address that PayPal provided for me from Deckers (Hoka One One) was an undeliverable address and the boots were returned to me.
5) I again followed up with PayPal to explain that the address that PayPal provided to me from Deckers/Hoka One One was not a real address, that the boots could not be returned, and that the package was returned to me. 6) Therefore, Deckers/Hoka One One has not yet sent me the size 7.5 Speedgoat tennis shoes I ordered and paid for, and there is no way for me to return the size 5 boots that they did send me since Deckers/Hoka One One provided me with a fake address where the boots could not be returned.
Business Response
Date: 12/06/2022
Hello W**** ******* ****,

We are sorry to hear you received the incorrect item. Our apologies for the inconvenience! We have initiated your return of the incorrect item and have requested the Speedgoat 5 you ordered in exchange. A copy of the prepaid USPS QR code has been sent to your email. Please show this code to the USPS clerk and they will print off your label for you. Once your exchange is processed, your Speedgoat 5s will be sent out to you. Once this happens, you will receive an email confirmation with your tracking details.

We see that the extra $11.04 on your order was sales tax. We hope this helps to clarify your charge.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18485824 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 12/06/2022

I have reviewed the response made by the business in reference to complaint ID 18485824, and find that this resolution is satisfactory to me.

Regards,

W**** ******* ****
Initial Complaint
Date:11/29/2022
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.
On Sept 29th i placed a order for 3 pairs of uggs two women pair and a toddler pair order number NA10732679 according to documents sent by email my package was delivered on 10/6 but when arriving home from work my package was not located i also moved 4 days after delivery day and still never received the Ugg boots i reached out to Ugg and was told a claim was submitted when calling back after my dispute through my bank was denied and my account wentin the negative i reached back o it to Ugg who then told me that my order was delivered and that’s why the claim was denied however i never received the package a initial claim was then submitted so after 17 business days i reached back out with still no resolution so now I’ve reached out to my local law enforcement office to make a report for petit larceny i would like my refund for shoes not received I’ve also filed a claim through ups to figure out what happened i paid for product never received and believe i should be reimbursed for my items.
Business Response
Date: 12/06/2022
Hello ******** *****,

Thank you for reaching out to us. We are sorry to hear you are having a frustrating situation. Since UPS verified the delivery of your items, you will need to work with UPS directly to reopen the claim and we are unable to assist with a refund. If UPS verifies that your items were not delivered through your second claim, please give our Customer Care team a call to assist with the refund for the items UPS deems lost. We hope this information helps to clarify the process.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18477227 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/08/2022

I am rejecting this response because:

Regards,

******** *****
Initial Complaint
Date:11/29/2022
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 purchased a pair of hokas which are great shoes. The treads came unglued after a month. I had the receipt and could not return them to the retailer because hoka.com is the only authorized seller apparently. I tried to get the replaced. First time I called it was going to be a 10 day turn around if they warrantied them. I sent them in and never heard anything for months. I called twice and was told they had them but did not have an answer if they would even warranty them. I called back again and was told they never received them. Now I don’t even have the defective shoes. I didn’t even want the money back. I just wanted them replaced. All in all the customer service wasn’t the best.
Business Response
Date: 11/29/2022
Hello ***** ***********r,

Our apologies for the delay you have experienced with your return. Upon review, we see your return was delivered to our warehouse on 11/7. We see that you have worked with our Customer Care team and our processing team has been notified of your unprocessed warranty claim. Please allow 5-7 business days for them to resolve this. Once they reach a resolution, they will follow up with you via email. We hope this information helps.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18474499 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 11/29/2022

I am rejecting this response because:

Happy to accept this as a resolution when I receive a new pot of shoes.

Regards,

***** ***********r

Business Response
Date: 12/06/2022
Thank you for following up. Upon review, we see your return has been processed and a site credit was emailed to you on 12/2. We hope this information helps!

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18474499 if you need any further assistance.
HOKA Customer Care Team
Customer Answer
Date: 12/06/2022

I am rejecting this response because:
I will accept when I receive and exam the new shoes.

Regards,

***** ***********r
Initial Complaint
Date:11/28/2022
Type:Sales and Advertising 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.
UGG Closet has advertised products that are for sale that they do not have in stock. I received three separate order numbers NA12****62, NA1******0,NA12*****5 for the orders utilizing three different card numbers which all were valid and utilized that day at other websites with open to buy credit amounts far exceeding the amount of the purchase. I have spoken to K** and J***** who are customer service managers for over two hours and have not been promised any resolution. I have checked all credit card numbers utilized with the provider organizations who have assured me that the cards are available to use. The resolution I am seeking is that I be allowed to purchase one Ansley size 11 women's slippers for 69.99 and one Ascot pair of men's slippers for 76.99 as I believe that they are committing deliberate fraud and false advertising. I was told by one of the customer service agents(Joselyn) that I should just go into the store. However, I walk with a walker and have no way of getting to the store and my husband has just had knee surgery
Business Response
Date: 11/29/2022
Hello M*** ******

We are sorry to see you were unable to successfully place an order on our site with your credit card information. You will need to reach out to your financial institution directly for additional information on why your information did not go through as we do not have this information. Although we are unable to offer a promotional price outside of the promotional period, we would be happy to process a 20% refund for your future order of one Ansley and one Ascot if you are able to place an order. We hope this information helps.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18465995 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 11/29/2022

I am rejecting this response because this was the response that they had sent acknowledging that there was a problem and saying that my order would be processed. My financial institution stated that there was no problem with the cards in question.
From: [email protected]
Sent: Monday, November 28, 2022 9:27 PM
To: [email protected]
Subject: RE: Regarding Your UGG Order

Okay, I do want one pair size 11 Ansley woman’s wine slippers and one pair of Ascot lumber suede men’s slippers size 14 Wide or 15 M. Does that mean that I will get the slippers on one order and any other duplicates will be canceled? Please advise. Thank you!

Sent from Mail for Windows

From: UGG®
Sent: Monday, November 28, 2022 6:26 PM
To: [email protected]
Subject: Regarding Your UGG Order

Our sincere apologies!

We experienced a system issue over the weekend causing an inaccurate error message when placing an order, claiming the order was not completed successfully. Due to this, a second order was placed causing a duplicate order to be created.

Our teams have identified the duplicate orders and are very quickly working to have these orders refunded and returned to our warehouse. Your refund is being processed immediately on our end, but please keep in mind it may take a couple of business days to reflect in your account based on your bank's policies. *

We'll have this fixed as quickly as possible, and your original order will be on its way shortly!

Although our Customer Care team is always happy to assist, we are experiencing high volume which can cause longer wait times. Don't want to wait? No problem! Check out our self-help options including Order Status, Create an Exchange or Return, and answers to many of your questions through our Help Center.

Order Status
Help Center
Create an Exchange or Return
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FREE SHIPPING. FREE RETURNS.*

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*Refunds are credited back to your original form of payment. Refunds may take 3 - 5 business days to reflect in your account based on your bank's policies.

*Pending authorizations will not charge unless your order ships. Once your order is cancelled, the authorization on your account will be removed. Please note, this can take a few business days to reflect in your account based on your bank's policies.

You are receiving this email because you placed an order with UGG.

Regards,
M*** * *****

Business Response
Date: 12/06/2022
Dear M*** ******
Our apologies for any misunderstanding. Since your orders were cancelled, you did need to place another order. Upon review, we see that you have placed an order for these items. Once your order NA13332309 ships, please follow up with us via the email provided below with your BBB ID and we would be happy to refund 20% as a one time courtesy. We hope this helps!

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18465995 if you need any further assistance.

UGG Customer Care Team
Customer Answer
Date: 12/06/2022

I have reviewed the response made by the business in reference to complaint ID 18465995, and find that this resolution is satisfactory to me.

Regards,

M*** * *****
Initial Complaint
Date:11/22/2022
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 purchased a pair of Hoka brand running shoes from Dick’s Sporting Goods. The purchase date was September 8. I wore them for the first time running within the next few days and they hurt my feet horribly. I contacted dicks and they said I needed to contact the company because they would not do a refund after they were worn outside. From that point on I was in contact with the whole cup. I started a return and Sent the shoes paying $14 to mail them there. I have had frequent contact with customer service and have been told they didn’t have the right documentation and they would return the shoes to me and I would need to send them back again. These shoes have never shown up and it’s been going on three months.
Business Response
Date: 11/23/2022
Hello ******* ******,
Our apologies for any frustration and disappointment associated with this. There was a small group of returns that have not been issued a return tracking number yet but our teams are aware of the issue and are currently working on getting this returned back as quickly as possible.
We would be happy to accommodate an additional evaluation to see what options we can explore. Please provide the following information in the format received.
Name:

Email Address:

Telephone:

Complete Shipping Address:

Item to be evaluated: Arahi 6

Color: Fuschia

US Size:

Where was the item purchased? Dicks Sporting Goods

When was the purchase made? September 8, 2022

Brief Description of the Defect:

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18450129 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 11/24/2022

I am rejecting this response because:
I have been given this response from the company multiple times with no resolution. They asked for the following information:
******* ******

please forward this to them. I have waited two months to exchange these shoes. I should not have to wait to get the origibal
ones back only to send them back to the company with the paperwork attached to my original complaint. I want a refund for the full amount including shipping or a new pair in a size 8 sent out immediately.

thank you,

*******

Regards,

******* ******

Business Response
Date: 11/29/2022
Thank you for following up with your information, Heather. We would be happy to get a size 8 Arahi 6 sent out to you as a replacement. Your original colorway is sold out on the site. Please pick a new color and confirm your shipping address with us once more, and we can get your order placed as soon as possible.

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18450129 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 11/29/2022

I am rejecting this response because:the shoes I wanted are sold out now since it took so long to get this settled. Since there a similar fuschia color in the gaviota, I would prefer those on a size 8. Thank you for your time and for straightening this out so quickly.

Regards,

******* ******
Initial Complaint
Date:11/21/2022
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.
On October 15, I made a large purchase with Ugg. I log in November 21 and I do not see my previous order nor my reward points. Their “rewards” and “loyalty” sign up is basically a scam. When I made my purchase, it literally told me how many points I would receive for signing up. I sat around waiting for those points only to be told, “no you just signed up for an Ugg account.” I spent $635 thinking I was going to receive a $40 coupon to make another purchase before Christmas just to be told “oh no you don’t have a rewards account.” When I log in, I don’t even see my order. For a company that has a great product, it is sad how you all work to try to get over on your customer. I never make complaints but I am beyond upset in regards to the fact that I spent so much money thinking I was going to receive something and now being told the only way I can get those points is to make a full return and reorder. I already had to call three times because a representative continued to hang up on me and when I was escalated to the supervisor, I had to struggle to hear as her children were crying in the background. Your customer service is awful and it is unfair that I have to discontinue purchasing a product I like because you refuse to give what you said you would. Even the supervisor said it was weird that my order was not showing up on the site. I said just like my rewards haven't appeared.
Business Response
Date: 11/23/2022
Hello M****** ***,

Thank you for reaching out to us. We are happy to gift your Rewards account 636 points as a one-time courtesy. Please ensure you are logged into your Rewards account prior to completing your future purchases. It can take 72 hours for your points to reflect in your account. We hope this helps!

You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18447932 if you need any further assistance.

UGG Customer Care Team

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