Complaints

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

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Deckers Retail, LLC

  4115 East Main Street Ventura, CA 93003

  
• 

  Ugg Australia

  3333 Bristol St #2018 Costa Mesa, CA 92626

• 

  Decker's Outdoor

  123 N. Leroux Street Flagstaff, AZ 86001

• 

  Deckers Retail, LLC

  120 Caranetta Dr Lakewood, NJ 08701

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:11/21/2022

  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.

  I recently made 4 purchases from Ugg.com within 48 hrs. I needed to cancel only one of my orders, an order that was made less than 12 hrs ago. I was unable to. Due to the policies within this company. I now have to receive the item and then send it back. This prices will take up to 3 weeks. It's ridiculous. In these times money is definitely needed. It's the holidays and we are clearly in bad times. There have been many complaints about this exact issue for this company.

  

  Business Response

  Date: 11/23/2022

  Hello J***** *****, 

  
  Thank you for reaching out to us. Our apologies for the inconvenience of not being able to cancel your order! We do our best to get your items to you as quickly as possible; due to this, there is a very small-time frame available to cancel orders after they have been placed, only about 30 minutes. For future reference, shortly after placing your order there is an option to “Cancel Order” directly on the order confirmation screen should you need to utilize this tool in the future. 

  
  Upon review, we see our Customer Care team has requested that your order NA12226911 is returned to our warehouse as a one-time courtesy. This will speed up your return/refund process. Once your package makes it back to the warehouse it will be processed as a return for a refund. We hope this helps!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18439569 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/29/2022

  
  
  
  
  I am rejecting this response because: It was false. After my package was returned the refund was to be priced. Not that I would have to wait almost 10 days for an insurrection on a package that was never delivered to me let alone opened.  I was called a man in gender by the wise customer service representative EVER! He has no knowledge of anything, asked to many questions because he was lazy and clearly wants the customer to do his job for him oh he's been there 5 years he needed me to know that. And he was rude! This has been the wise existing EVER with a return. Ugg us ridiculous and at the holidays. You guys really make too much money off your customers to do this to your customers. Disgusted!
  
  
  
  Regards,
  
  
  
  J***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/06/2022

  Dear J***** *****,

  Thank you for following up. Upon review, we see that the Fluff Yeah Pride was delivered back to the warehouse on 11/28. Please allow 10 business days for our return team to process your refund back to your original form of payment.  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18439569 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 12/06/2022

  
  
  
  
  I am rejecting this response because: It's horrible
  
  
  
  Regards,
  
  
  
  J***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/21/2022

  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.

  I ordered items from ugg.com and it was never delivered. I tried to reach to them on multiple occasions but uggs keeps denying its their fault. Their excuse is that i had wrong address entered which is untrue. As you can see my address is 2720 w glenlake which is in original order as well. Please help me solve this

  

  Business Response

  Date: 11/23/2022

  Hello Azra Samardzic, 

  
  We are sorry to hear you did not receive your items. Upon review, we see that our Customer Care team has initiated a claim for your missing package as a one-time courtesy as your apartment number is missing from your address making it incomplete. Please allow 10-15 business days for UPS to conclude the claim. Once a decision has been made, our processing team will follow up with you with additional information. We hope this helps!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18408499 if you need any further assistance.

  
  UGG Customer Care Team 

• Initial Complaint

  Date:11/17/2022

  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've made a transaction with Ugg and have recently returned my items two weeks ago and was never reimbursed for the return. I've contacted them multiple times and they refuse to refund me. The order number is NA10****55. I've included a PDF of the tracking information which clearly shows when the items were delivered and where they were delivered to.

  

  Business Response

  Date: 11/22/2022

  Hello A**** ********, 

  
  We are sorry to hear about the delay you are experiencing with your return for order NA10841255. Upon review, we see that our processing team was notified of your unprocessed return and they are working to get this resolved for you. Once they have worked your case, you will receive an email confirmation with your details included. Please allow 5-7 business days for them to reach a resolution. We hope this information helps.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18419402 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/26/2022

  
  
  
  
  I am rejecting this response because:The business still refuses to refund me after weeks of them receiving my return, I used my own tracking number being  1Z1V169A1300018617 and it shows it was delivered to Ugg/Deckers Brand on November 1st. I would like a resolution being reimbursement for my return and nothing less.They have sent me an updated email claiming that they're awaiting for the return to arrive but the tracking number I provided clearly shows it has already been returned to their return address.
  
  
  
  Regards,
  
  
  
  A**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/29/2022

  Dear A**** ********,

  Upon review, we see that our processing team reviewed the receipt you provided regarding your return items and the shipping weight per the UPS 1Z1V169A1300018617 return shipment does not match the weight that would be expected with the number of products being returned. In addition, it seems the items listed for return were also the items you advised us that you did not receive on 10/27/2022; we were not able to assist with compensation for the items as lost items and we are unfortunately unable to process these items for return/exchange. 

  
  Because of these reasons, we will unfortunately have to deny this return and we are unable to further assist with this matter. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18419402 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/29/2022

  
  
  
  
  I am rejecting this response because:I have successfully returned my items and I’m owed either a refund or reshipment of my order. This cannot be legal to keep both my money and my return, so I would like to have either one back or else I plan on seeking legal action because this is theft, this company is literally stealing from me!
  
  
  
  Regards,
  
  
  
  A**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/17/2022

  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.

  Order: NA11*****7
  
  I am reaching out because I purchased Ugg Biltmore Hikers and they came damaged. The boots should not have passed your Quality Control. I called on 11/16/22 and asked to speak with a supervisor and was given the option of returning the boots, then my refund would be processed. Once that happens I can than order a new pair. This is completely unacceptable as we are approaching the holiday season and the timing for the entire process will take us until about 12/5/22. Why are we the consumer being penalized for a terrible job your warehouse did? We understand how short staffed most companies are but this should not affect the quality of work being sent out. I believe we should be able to get a 2 day return label and have a quality pair of boots sent to us. I sent an email to an address I saw on the website and was told it wasn't the correct address. No redirection, that is sad. Once again the consumer being penalized.

  

  Business Response

  Date: 11/22/2022

  Hello M****** *****, 

  
  We are sorry to hear you received a defective pair of Biltmore Hikers. Our apologies for the inconvenience. Although we hope every order is received without an issue, this is not the case 100% of the time as our warehouse is run by humans. Upon review, we see that you have utilized the return label associated with tracking number 92******************817171. We can confirm your return is on its way back to the warehouse and a refund will be processed once it is received. You are welcome to place a replacement order at your convenience as the defect should not occur twice. We hope this information helps.

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18417611 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/22/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18417611, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/16/2022

  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 placed an order on ugg.com NA11230184 10/16/22 for four items totaling to 412.48$ My package (Ups 1z208w38*********5) was marked as delivered to a pick up location on 10/24/2022 I also received a tag. I called the pickup location and they said they didn’t have my package. I called ugg and they told me it was at the pickup location and if its not picked up within 7 days it will be returned to them and I will be refunded. After 7 days nothing happened. I called again and was told an investigation will be opened (10/31/2022) and I’ll get my refund by 11/15/2022. 11/15/2022 comes and I still have nothing. I contact them via chat and was told its taking longer than normal but the investigation is still going. So I called Ups and the rep tells me there is no investigation associated with my tracking number. I then tell Ugg rep this information and they again tell me it was initiated on their end. I was then told to wait while they consult with a higher team member and then they left the chat. So I then had to start a new chat. I go back on my tracking and now it says investigation opened on 11/15/2022. So ugg lied to me multiple times about opening an investigation. Ugg has definitely lost a customer and I want my money back or I will dispute this charge with my bank and give them all the proof I have that ugg.com is basically scamming me.

  

  Business Response

  Date: 11/22/2022

  Hello ********* *****, 

  
  Our apologies for the frustrating experience with your order NA11230184. We are sorry to hear that our representative did not initiate your claim when you called in on 10/31. We will be sure to get the proper coaching to this agent. Unfortunately, even though our agent did not initiate your claim, we did still have to open up an investigation with UPS for your lost package due to the order amount. Upon review, we see that your claim is still being investigated. Once your claim is concluded, you will receive communication from our processing team regarding the findings. If you have not received an email from us by 11/30, please reach back out to our Customer Care team to check the status of your claim.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18408499 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/22/2022

  
  
  
  
  I am rejecting this response because: company has been lying to me from the start. You guys have dropped the ball and need to accept responsibility! I attached one of the messages/chat telling me to wait until a certain day now I’m being told to wait even longer. Multiple reps told me the case was open. I had to call ups myself and they told me it wasn’t any case. When I told one of the reps this info they rudely ended chat with me. On the 15th, then the case was opened that same day.This is 100% UNACCEPTABLE! Big business telling me I have to wait because of the price of the order. As if any order from ugg will be a low price. How do you think I feel about trusting to spend so much money with you guys and to be treated this way.
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/28/2022

  Dear ********* *****,

  Again, our apologies for the delay and frustrating experience. As previously stated, we do have to wait for UPS to conclude the claim prior to being able to offer a resolution if possible. Upon review, we see that your claim is still open and being investigated. We appreciate your patience as we go through the steps in our policies.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18439338 if you need any further assistance. 

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/30/2022

  
  
  
  
  I am rejecting this response because:
  
  You guys are liars and thefts at this point. I will now be contacting my bank and providing them with all the information I have against this company. I have never dealt with a company that doesn’t have any type of real customer service. Telling a customer to constantly wait and then having multiple reps lie and say a case was open is ridiculous. Then to finally open a case almost a month later and expect it to be effective is even more ridiculous! Business is taking no accountability!

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/14/2022

  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.

  I purchased a pair of Hoka M Clifton Men's sneakers, Size 14 2E over this past summer, near June/July and the left sneaker is defective. I contacted Hoka on their live chat website and was told to send the sneakers in which I did, Hoka had the sneakers for almost 2 weeks and never even checked the sneakers, they sent me back the shoes saying they are over 1 year old , which they are not and they told me there is nothing that can be done. Keep in mind they never even checked the sneakers because the way I mailed them in is the way i got them back. I would like my sneakers replaced due to manufacturers defect.

  

  Business Response

  Date: 11/16/2022

  Dear V****** ********, 

  
  We are sorry to hear that your Clifton's were denied under warranty. If the item was not accompanied by a receipt the item is evaluated by the manufacturing date on the shoe itself. However, since you have stated this item was purchased in the last year 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.

  
  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 #18399939 if you need any further assistance. 
  
  HOKA Customer Services 

  Customer Answer

  Date: 11/18/2022

  
  
  
  
  I am rejecting this response because:

  i tried emailing the email address they gave me and the message kicks back to me as undeliverable due to the recipient rejecting it.
  

  I have attached the max amount of items i could on here through BBB, Hoka needs to have a better way for customers to respond with items they want. My phone number is ###-###-####
  

   

  
  
  
  
  Regards,
  
  
  
  V****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/23/2022

  Dear V******,

  We see that you have been able to successfully send an email to our [email protected] inbox. Please continue to work with us there to get this resolved. 

  
  HOKA Customer Services 

  Customer Answer

  Date: 11/28/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18399939, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  V****** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/14/2022

  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.

  Recently I filed a claim against UPS bout lost package ups contact me and resolved the issue that it was there fault in package never arrived to my location 14249 university ave .I called UPS back and inquired bout my refund with the merchant ( Ugg) and was told it was my response to contact the merchant that ups put in the system lost package to the customer.now I’ve tried to contact UGG and there automated system says there looking into it.no response.

  

  Business Response

  Date: 11/16/2022

  Dear T***** ***** 

  
  We are sorry to hear about the issue with your package. We have taken a look into this claim with UPS however, as of 10/18 we are showing that this claim is not able to be disputed further and is still shown as denied. Since we do not deliver the packages ourselves as our carriers do this for us. Since they are saying this was delivered, we do have to base the decision on that information. Due to this, we would not have the option to refund this order since it was shown as delivered.  

  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18393046 if you need any further assistance. 

  
  UGG Customer Services 

  Customer Answer

  Date: 11/16/2022

  
  
  
  
  I am rejecting this response because:I reached out too ups myself via email stated that they where reopening the case so I can b refunded I Dnt have 380$ just to give away this is so depressing too me that the communication on this is so unprofessional I have the email 
  
  
  
  Regards,
  
  
  
  T***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/22/2022

  Dear T***** *****,

  Thank you for following up with us, Teresa. We see that UPS approved the lost package claim. We have refunded you in full for order NA10636726. Although this is immediate on our end, please allow 3-5 business days for the $317.17 to be returned to your original payment method. We hope this helps! 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18393046 if you need any further assistance. 

  
  UGG Customer Services 

  Customer Answer

  Date: 11/28/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18393046, and find that this resolution is satisfactory to me.

   it was resolved I just received confirmation that money was being refunded thank u very much.
  
  
  
  Regards,
  
  
  
  T***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  Date:11/10/2022

  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 processed a return from Ugg in exchange for two items. I paid through after pay. Instead of processing the exchange UGG processed a refund. The refund processed was to a closed account and closed card!!! I called ugh to explain and they said it was nothing they could do since it was successful on their end. I called the bank and they do not have my refund! The policy never said I had to choose the exact same item when I started the return! It only said in red that after pay items exchange only! UGG has lied and caused an issue where I have to try to find my money when they could've just processed what I asked for being that the return was accepted and processed that way. I now am out of $320 and two pairs of boots for my children! In a recession. I want a refund or credit for my boots!

  

  Business Response

  Date: 11/15/2022

  Hello T****** *****, 

  
  We are sorry to hear of the issue you encountered with your exchange request. When you go to initiate an exchange, our website states in red that if Afterpay is used please note you can only exchange for the same model in a different size or color or return for a refund. Since you enter into an agreement with After Pay to pay a specific price for specific models an exchange for different items is not permitted through our system. If different items are requested our system defaults to refunding the order to the original form of payment.  
  
  As far as you stating this went to a card that is closed, the bank should be able to transfer over the funds from this card to your account for the new card, so we would highly recommend reaching out to your bank directly to see if they are able to provide more info on this as it was successfully refunded from our end. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18385580 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/15/2022

  
  
  
  
  I am rejecting this response because:
  
   
  I have called the bank and they do not have my refund! Also, again the return policy did not state it had to be the same item when I requested a refund. When I selected my exchange request it was highlighted in red and said only exchanges are are accepted for after pay. This was my reason for reaching out to the BBB. I have contacted the bank and they have not received any funds. I was lord to by UGG and now I am out of $320 because the policy was not stated when the return was processed weeks ago. These are deceptive practices. I want the items I requested it my refund returned as good will. I have never had issues with UGG. But due to the fact of this major inconvenience I am looking to no longer do business with UGG. The fact that you as a business are so insensitive after I already stated I have contacted the bank which is no longer my bank shows me that no attention or research was done regarding my concern. I will never purchase from UGG again. 
  
  Regards,
  
  
  
  T****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 11/17/2022

  Hello T****** *****, 

  We are sorry to hear that you are rejecting this information. Since our system is showing that we have refunded this order in its entirety, and this was successful on our end, we would not have the option to refund this order again. We also are not able to send replacement items as you have been returned to our warehouse already. We would highly recommend checking with your bank directly regarding this refund.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 11/17/2022

  
  
  
  
  I am rejecting this response because:
  
  I will be contacting my lawyer. I have confirmed with the bank it was rejected. Thank you
  
  Regards,
  
  
  
  T****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/09/2022

  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.

  They charged me shipping for $400 package of shoes. They agreed to take it off and then later added it back on! Take it off like you promised. I paid for shoes i never even got anyways.

  

  Business Response

  Date: 11/14/2022

  Hello M*** ****, 

  
  We are sorry to hear about your frustration. Upon review, on 5/24/22, you contacted our Customer Care team and the $8.00 shipping cost was refunded back to your original form of payment. Please note, free shipping only applies to full priced items. Since you purchased 3 discounted styles, you were charged the $8.00 standard shipping charge. We were happy to refund this cost to you as a one-time courtesy for any confusion and have not recharged this amount.  

  
  We also see that a lost package claim was opened on this order. The carrier denied your claim and confirmed delivery. Therefore, we were unable to assist with a refund or a replacement for the order. We hope this helps to clarify.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18381149 if you need any further assistance.  

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 11/15/2022

  
  
  
  
  I am rejecting this response because:

   

  please answer the question!!!   May 25 hoka removed the $8 fee.  When i disputed the entire charge they fought me.  Shipping was added back.  You credited me $8 for shipping then added it back. You said you would remove then added $8 back.  I need to remind you I asked to have you hold the package and you didn’t.  You don’t have email or voicemail.  You removed $8 shipping fee then added it back on. You shouldn’t be charging shipping on $400 package anyways.  You added the shipping charge back.  You promised to remove it. Now remove the $8 fee as you promised.   I bought 25 hokas over the last decade. I’m done with your garbage company. My family bought 10 or so hokas/uggs/tevas.  We are done buying your brand. That’s probably 50-100 more pairs of future shoes purchases you lost from this experience form my family.  You added back the $8 shipping cost. You agreed to remove it.  Now remove it!!!  You promised to remove it!
  
  
  
  Regards,
  
  
  
  M*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 11/17/2022

  Hello M*** ****, 

  We are sorry to hear that this information was rejected. We have taken a further look into this matter and are seeing that $8 was refunded to your Mastercard as of 11/16. You should receive this refund within 3 business days.

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18381149 if you need any further assistance.  

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 11/18/2022

  
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18381149, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  M*** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:11/09/2022

  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 and my wife bought first pairs of HOKA ORA Recovery slide two years ago and both of us were very happy with them. When I received email from HOKA that these slides were on sale we decided to buy them again. On October 23, 2022 we ordered the same sizes that we bought before only different colors. W8 for my wife, and M7/W9 for myself.
  Despite of free shipping that it is said on HOKA website, we had to pay for shipping. When we received our order, we discovered that my wife slides with correct size on them were very big, and my slides with correct size on them were very small. What was very strange that my slides M7/W9 were shorter and narrow then my wife’s W8.
  When we called HOKA the sale rep. gave us Return Label for free shipping and promised that we would receive full refund that we paid for slides plus that we paid for shipping. We receive refund only for slides. When we called HOKA again, we were told that HOKA does not refund shipping. On HOKA website is written FREE SHIPPING, FREE RETURNS. We paid $39.99 for each slide plus $8.50 for shipping

  

  Business Response

  Date: 11/09/2022

  Hello M****** *******, 

  
  Our apologies for any confusion surrounding our shipping charges. For future reference, free shipping only applies to full-priced orders. Since your slides were on sale, you were charged a shipping fee and this amount is not refunded if a return is made. As a one-time courtesy, we have processed a refund in the amount of $8.50 for your shipping cost. 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 helps!  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18378365 if you need any further assistance.

  
  HOKA Customer Care Team