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 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:11/08/2022
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# NA11626150 On 10/30 I ordered a pair of boots online for $275.63 and they were scheduled to be delivered by FedEx. On 11/2 FedEx marked the boots as delivered but I did not receive the package. I have since contacted FedEx several times as well as Ugg. FedEx is telling me to contact Ugg and Ugg is telling me to contact FedEx. I am writing this complaint in hopes of having a replacement pair of boots sent to me or a full refund. I do not think it is fair that Ugg continues to not offer any other options to replace my boots other than to contact FedEx. FedEx is saying only the shipper can file a lost package claim. I need assistance with this matter. I can provide a letter from my complex stating what packages I received on 11/2. I am also willing to file a police report if it is needed.
Business Response
Date: 11/09/2022
Hello K**** ********,
We are sorry to hear you did not receive your order. Unfortunately, when an address is wrong or incomplete without an apartment number, it is the responsibility of the customer to work with the carrier to locate the package. For future reference, we do display multiple order confirmation screens prior to submitting your order. Please ensure that all information is correct prior to placing your order to avoid this situation in the future. We hope this information about our policy helps to clarify the situation.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18376917 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/09/2022
I am rejecting this response because:
I paid with a third party payment so address confirmation was not available as discribed. Also I did speak with a supervisor who advised me that when paying with a third party payment app the address does not always flow through your system correctly. Also I did try to work with fed ex and they are only willing to work with the shipper. I have attached a screen shot which reflects that. Are you willing to give me a letter on company letterhead stating I should file a claim with fedex directly bc that’s what they are asking me for.
Regards,
K**** ********Business Response
Date: 11/15/2022
Hello K**** ********,
We are sorry to hear that Fed Ex has stated they are not able to help. Since this address was put in incorrectly we are not able to submit a claim. We would recommend calling FedEx to see if they are able to assist any further then the automated response that you arrived at. Our apologies again.
UGG Customer Care TeamCustomer Answer
Date: 11/15/2022
I am rejecting this response because:
I called fedex they are not helping. FedEx continues to tell me to contact you.
Regards,
K**** ********Initial Complaint
Date:11/07/2022
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 purchased a pair of Victoria black knee high boots with the intention of the fur being tan. I got them in the mail and the fur was gray not tan as advertised on their website nor the box. I returned those and received my second pair, same thing. Black with gray fur, not tan fur. They are falsely advertising their Victoria boots are black with tan fur and in all reality they are black and gray fur!Business Response
Date: 11/09/2022
Hello M****** *******,
Our apologies for the mix-up with the Victoria Tall boot. We have notified our product and website teams of the issue so it can be remedied. If you would like to keep your second pair, we would be happy to process a 20% refund on your order. If you would like to take us up on the offer, please let us know. Again, our apologies for the inconvenience.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18370662 if you need any further assistance.
Koolaburra Customer Care TeamCustomer Answer
Date: 11/10/2022
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
Complaint: 18370662
I am rejecting this response because:I wanted the ones shown on your website of black with the tan fur. Obviously the Victoria style is only black and gray. Your website still advertises it as black and tan/brown. These were my first pair of boots and my experience was not great at all. :(
Regards,
M****** *******Business Response
Date: 11/15/2022
Hello M****** *******,
We understand completely that you would like the boot that was advertised. We do our best to have each item show accurately, however, sometimes designs due change a bit from the time we get photos to when the boot is manufactured. Since it is likely that this boot only comes the way it was received by you, we would not have the option of sending one that could be different. We have let our website team know of this difference and they should be fixing it as soon as possible. If you do not want to keep this item with the 20% off discount you are certainly welcome to return it through our website for either an exchange or refund. Our apologies again.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18370662 if you need any further assistance.
Koolaburra Customer Care TeamCustomer Answer
Date: 11/15/2022
I am rejecting this response because:
It won’t allow me to start a return. I tried before and it shows no information:(. Please advise on how to proceed
Regards,
M****** *******Initial Complaint
Date:11/04/2022
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 an order of two shoes back in August , i still have not received my refund. When I call they keep transferring me around and hanging up the phone. Let them to to refund my money immediately or I will use all my power to make sure this fraudulent company ceases to operate. ThanksBusiness Response
Date: 11/09/2022
Hello B**** ***,
Our apologies for the delay you have experienced. If you could please respond with your order number, return tracking number, and the website URL you used to initiate your return, we can look further into this for you. We were unable to locate a return order using your email [email protected] and full name.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18358953 if you need any further assistance.
Deckers Brands Customer Care TeamCustomer Answer
Date: 11/09/2022
I am rejecting this response because: Name on the order is Brian abdi Order number NA9753553i received a label from your colleague, I had two shoes left from this order which hadnt been returned. She instructed me to use the label on the outside. I put two shoes. And I arranged a pick up from my apartment. Im not sure if they delivered your return package or lost it. But I need to be refunded 270$ for the two shoes i returned back to you
Regards,
B**** ***Business Response
Date: 11/15/2022
Hello B**** ***,
Thank you for providing this info. There might be some confusion, however, we are happy to help clarify. Your original order total was $948.70 for this order. When you did a return, you were refunded $800.30. Making the difference of $148.40 that remained. However, on 8/12/22 you were refunded $148.40 due to the missing item, meaning that you have already been refunded for the full $948.70 to your Master Card ending in 8804. If you are not seeing this total in your account please reach out to your bank directly as this is showing as successfully submitted on our end.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18358953 if you need any further assistance.Customer Answer
Date: 11/15/2022
I am rejecting this response because: Could you please send me a transactional invoice showing all the refunds and dates they were processed? So i can confirm with my bankplease also provide a written letter explaining in details why it took 3 months and 50-100 phone calls before you could respond back? Ideally I would also like to request monetary compensation for my time and inconvenience, otherwise this might turn into a legal matter
Regards,
B**** ***Initial Complaint
Date:11/04/2022
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 01/10/2022 I placed an order for a pair of Hoke One One Bondi 7 in blue graphite/festive fuchsia in a women’s size 6.5 from The Running Warehouse. At the beginning of October 2022, I noticed holes in the inside part of the heel. I am a nurse and these are my work shoes, so they’re only worn for 12 hours 3 times a week, and I baby them, so I do not feel this should have happened within 10 months of purchase. On 10/22/2022 I initiated a warranty return and mailed them to Hoka. I was informed I would receive an email to tell me their decision. I did not receive an email, and instead received my shoes back today, along with a letter denying my warranty return, stating that they were past the warranty period of 1 year. This is untrue, as I sent a copy of my order invoice dated 01/10/2022 along with my shoes and the return form with my information. I am including pictures of the defective shoes, my invoice showing the original purchase date, and the denial letter.
I also spent $20+ to ship them in under warranty and Hoka shipped them back to me without asking for any other type of proof of purchase, which I would have been happy to provide. I do not feel that I should have to pay to ship them back once again, because they do actuality qualify for warranty return. The material is defective and should not have holes from decently light use over 10 months. I walk in them only; I’m not a runner, nor am I rough on my shoes. I have other brand shoes that I’ve had for 5-10+ years that do not have holes anywhere, and they were used a whole lot more and not babied like my more expensive Hoka Bondi. I am very disappointed in the brand and their customer service at this time. I feel they should be standing behind their product, and denying a valid return is not doing so.Business Response
Date: 11/09/2022
Hello B****** ******,
Our apologies for the frustrating experience. 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.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Item to be evaluated:
Name of Item: Bondi 7
Color: Blue Graphite/Festive Fuchsia
US Size: Women’s size 6.5
Where was the item purchased? The Running Warehouse
When was the purchase made? 1/10/22
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 #18357035.
HOKA Customer Care TeamInitial Complaint
Date:11/03/2022
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 classic short II from the Ugg website on 10/27/2022 in the amount of $182.33. They had a promotion stating free expedited shipping for any items Order number NA11****82 . One day later I get an email saying my item has been shipped and will be delivered by 11/03/2022 tracking number 1Z208W3*********45. I checked the tracking number day after day and no update has been made. UPS doesn’t even have my package . I tried to call the customer service number no update. I tried to chat with Ugg they said to wait 10 days . Which is totally unacceptable they didn’t wait 10 days to take my money . I want my refund . These shoes were to be a gift . This whole experience with Ugg is disappointing.Business Response
Date: 11/08/2022
Hello C***** ****,
Our apologies for the delay you have experienced with the delivery of your order. Upon review, we see your UPS tracking number 1Z208W3*********45 has updated with an estimated delivery date of 11/9. When there is delays with tracking updates, we do have to wait 10 business days because we often see packages progress during this timeframe, just like yours. Our apologies for any frustration. Since your order was not expedited, we have processed a 10% refund back to your original form of payment for the delay. Although this was immediate on our end, please allow 3-5 business days for the $18.23 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 #18352278 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:11/02/2022
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 a still awaiting 3 weeks for them to process my exchange I’ve been told serval times incorrect information. I sent back orders NA7117618_EX and NA7087341_EX_EX. After reviewing the tracking updated on your return both labels 92******************191851 and 92******************195460. It’s at the warehouse as of 11/1 3am I am extremely disappointed with this process I sent them back on 10/14 this needs to be looked into I want the ceo to contact me.Business Response
Date: 11/08/2022
Hello B****** *******
Our apologies for any inconvenience that occurred during the return process for these orders. Upon review, we see that our Customer Care team supervisor was able to get this resolved for you.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18348836 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:10/24/2022
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 place an order an tried to process a return upon trying to process the return I was owed a credit. I was informed that the credit will go back to my original form of payment. After about a month pass and I did not see my funds I reached out to customer service and was information that I should see my money in my PayPal account. I information the person that I did not have any money return, The rep informed me that she will look into this and get back to me. I never got this call. I reach out serval time via there text service and never got a rep. Lastly I called in to customer service and was told that I received a store credit. Is as never informed that my money was being keep and being issued a store credit. I was informed that I was getting my money back via original payment and this is what I expected not a store credit.Business Response
Date: 10/27/2022
Hello J**** ********,
Our apologies for any miscommunication you received. Since a store credit was used for your initial purchase, your refund was processed back to the original form of payment, the store credit. Upon review, we see that the $10.60 was processed back to your site credit number 6035710300616288978 CVD 9611. We hope this information helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18305272 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 10/27/2022
I am rejecting this response because:
Regards,
J**** ********Initial Complaint
Date:10/20/2022
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.
I did not receive my full order phoned into company and was given wrong information. Called back two days later and wa given different information still no product was sent and no return was in sight. I have pics of the entire incident and a video of the delivery on my ring doorbell. I do not understand the issue of returning my money and/or giving me the product in which wa never delivered to my home. I used the information [email protected]. Was told this has not been in service since covid. No one is actually trying to fix this erroneous error on their part of distribution. The boots cost 200.00 plus tax, the order number is NA11158312 tracking number 1Z9Y84190310166419. I DO NOT KNOW how to send the 19 pictures that was taken. I was informed that they need to be sent by text, then I was told they just need to cancel order and refund the money but did not receive the text. I was told I would receive a call back and did not happen. i have to assume that I am being scammed by UGG company. I am 69 years of age and have spoken with four different people and each one cites a different return policy with no solutions as to refund my money back to me.Business Response
Date: 10/26/2022
Hello C**** ****,
We are sorry to hear that you did not receive the Raincloud Tall boot on your order. Upon review, we see that our customer care team notified our processing department of the issue. Please allow 3-5 business days for them to look into this and provide a resolution. Once this has been resolved, our processing team will send you a confirmation email with your details included. We appreciate your patience.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18253226 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 10/26/2022
I am rejecting this response because:They have not resolved the issue. I still do not have my money and or boots they cited that I was lying that they sent them when in fact I had to phone about another order being sent empty and I have sent pictures of the one pair of boots in the one box provided which could not have housed two pairs and a copy of the damaged box without the gloves that was ordered they are not looking into any issues yet still holding my money and no products being delivered
Regards,
C**** ****Business Response
Date: 11/02/2022
Hello C**** ****,
Thank you for following up, Carol. We have refunded you for the Raincloud Tall boots as a one-time courtesy despite our processing team denying this. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back to your original form of payment. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18253226 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 11/02/2022
I have reviewed the response made by the business in reference to complaint ID 18253226, and find that this resolution is satisfactory to me.
Regards,
C**** ****Initial Complaint
Date:10/19/2022
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 returned a pair of Ugg Bomber boots (unused and new) as they were a gift. I followed all instructions online, filled out the form and paid $15 to ship them to Ugg. I thought I would receive the value of the boots in credit as described. Instead, I received them back stating they were out of warranty. I didn't send them for warranty, I sent them as an exchange as a gift. I even have the gift receipt showing they were purchased within 30 days. So their website says one thing and they do something else. Seems misleading. When I called they advised me to resend them again - having to pay shipping a second time??!! No thank you. This company has awful reviews and it is business practice like this that loses loyal customers. I would like this resolved.Business Response
Date: 10/20/2022
Dear I***** ******
We are sorry to hear about the issue you had with this return. We understand something like this can be a frustrating thing to have happened and we would be happy to investigate this for you. Please provide us with your gift receipt as well as photos of the item including the tag on the inside of the slippers and the bottom of the slipper. Once evaluated we will be able to explore any additional options for you.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18247816 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 10/24/2022
I am rejecting this response because:
They asked me to send a picture of the gift receipt, bottom of shoes which are new and inside brand tag. This was sent on the 21st and the 23rd of October. Amazon.com is an authorized retailer as is 6PM. Now the photos are included above as attachments.No response given. It is quite clear that Deckers (Uggs) chooses to not provide customer service nor honor their policies. They have lost me as a customer and I advise BBB to reevaluate UGG standing in BBB. They are full of excuses and obviously does not honor their policies posted.
I***** ******Business Response
Date: 10/24/2022
Dear I***** ******,
We are sorry to hear that you are rejecting this information. We can assure you that your message was not ignored nor we're we going back on checking options for you at all, it was just that we were out of the office when your email was received to allow time with families. Thank you for your understanding and patience in this matter. We have followed up with you regarding this once we were back in office and if you need anything further you can reach back out to that email if you still need assistance.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18247816 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 10/26/2022
I am rejecting this response because:Email was already sent with the photo of the tag with letter/number beginning with F. It is clear and all characters are readable. Obviously the person responding to this didn't bother to look at the photos previously sent. Also, I have sent the requested photos, now they have requested additional information even though I sent all the requested information.
This lack of customer service and this type of run-around is also documented in previous complaints.
Regards,
I***** ******Initial Complaint
Date:10/19/2022
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.
My family have been wearing hoka shoes for a long time.
have been very loyal to the brand and own over 10 pairs combined.
back in march of 2022 during a visit to CA, I purchased a pair of Bondi 7 Hoka shoes due to forgetting my shoes. Just as usual, I purchased same size 9 as I already own several of them and wore it. I noticed that it was a little tight but thought nothing of it since I was out in CA and was busy visiting friends and family.
After getting back and few months have passed and seems the shoes are still tight.. something was weird and i checked the label and it was labeled as size US 9 but size 7.5 UK which is not equivalent to size US9. So i measure the shoes and compared them to other pairs I have in same model.
It turned out that the label was wrong and the shoes were actually size 8 and that was what made my foot hurt everytime i wore those.
I contacted Hoka's return dept and they wanted to see receipt which I has long thrown away since I have had several pairs of the same model and did not plan on returning them..
and because the manufacturing date was over a 1 year ago .. they could not issue an RA number.
the customer relations person then suggested that maybe send it in anyways to their return warehouse and let them decide, which i did spending my own money for postage.
Today, I contact them for the return and they told me that the warehouse has rejected the return and they will be sending the item back to me.
My argument is that.. if manufacturing date was so important, maybe they should pull all the shoes out of departments stores with any date past 1 yr or even less since people don't return immediately.
second, why suggest sending in the shoes if they were never going to decide on it case by case..
third, if the product was mislabeled and they know the problem, shouldn't that product be recalled as it could potentially cause injury to people which could lead to civil action lawsuit?
It just seems that they are way too stricBusiness Response
Date: 10/25/2022
Hello C****** ***,
We are sorry to hear of the size discrepancy that you are seeing. Although a UK size 7.5 is equal to a US size 9 we tend to manufacture our shoe sizes as closely as possible to our size chart measurements. When items are returned our returns team do decide if an item is eligible under this warranty on a case by case basis. However they determined that this item would not be covered under our one year warranty as this shoe is not showing a manufacturing defect. We can assure you that if we had knowledge of items being mislabeled we would have handled the situation immediately however, this is simply not a typical occurrence from our manufacturing team as we strive for accuracy to the best of our ability.
As far as your concern with this item we would be happy to do a photo evaluation for you of this item as a one time courtesy to explore any additional options we may have available. Please provide the following information in the format shown below.Complete Shipping Address:
Style Number (S/N):
Color:
Where was the item purchased?
When was the purchase made?
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 #18243391 if you need any further assistance.HOKA Customer Care Team
Customer Answer
Date: 10/25/2022
Complaint: 18243391
I am rejecting this response because: RA0*****52_RCRT or RA0*****49_RCRT. check photos attached. why are these differently labeled? I have 3 more pairs with mismatch but they are size 9. One i sent back says size 9 but is not actually 9
Regards,
C****** ***Business Response
Date: 11/01/2022
Hello C****** ***,
Thank you for following up. Rest assured, we have passed this along to our manufacturing team to be researched and again apologize for the inconvenience.
As stated in the initial response, we would be happy to do a photo evaluation for you of this item as a one time courtesy to explore any additional options we may have available. Please provide the following information in the format shown below.
Complete Shipping Address:
Style Number (S/N):
Color:
Where was the item purchased?
When was the purchase made?
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 #18243391 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 11/01/2022
Complaint: 18243391
I am rejecting this response because: I have already sent and uploaded photos and I just sent another email directly with BBB ID with addiional information. I have yet to hear from HOKA returns department about the shoes that were sent in and at this point worried that it may be "conveniently" lost in the system.
Regards,
C****** ***
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.