Complaints

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

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Deckers Retail, LLC

  150 Tanger Dr Williamsburg, IA 52361-9653

• 

  Deckers Retail, LLC

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

• 

  UGG

  18521 Outlet Blvd Chesterfield, MO 63005

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

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:10/11/2022

  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 placed an order for 2 pairs of boots on 9/27 for almost $400. I received a confirmation for order number NA10696156 and a tracking number 1Z9Y84190309673418 with an expected delivery date of 10-4-2022. It is now 10-10-2022 and my tracking number has not updated past “label created”. The customer service reps are not very useful in relaying information and all they can tell me is that the order was shipped out but I have to give UPS 10 days before I can call back and get any type of help regarding my order. She said my order was picked up by a “truck” but that is it. This is certainly not a way to do business and I am very dissatisfied with how I am being treated as a consumer. I should not have to keep calling back and being placed on long holds to ultimately not have any of my questions answered and told to call back. These shoes are way too expensive for this kind of service. I asked what could a possible solution be and their answer is I could wait for a refund to come back to me and then reorder the shoes. As the consumer why is there extra work to be done on my end instead of reshipping my items? Along with extra wait time to receive a refund and subsequently telling me to go back on the website and reorder my items. This makes me never want to place an order with this company ever again.

  

  Business Response

  Date: 10/14/2022

  Hello M******* *****, 

  We are sorry to hear that you had a negative order experience. We completely understand the disappointment with this policy and can assure you it is not our intention to make it worse. We always hope each order is sent out without error. However, this is not always the case. We have to wait 10 days from the date the label was created because we do see a lot of packages progress within this timeframe. If it is past the 10 days, we can almost always guarantee it is an issue with the shipping label and a resolution needs to be made. We will be sure to pass your feedback along about this process.  

  
  Upon review, we see that your order NA10696156 has been fully refunded in the amount of $398.86 back to your Afterpay payment method.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18191774 if you need any further assistance.  

  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/29/2022

  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 an item that I did not care for and wished to return. I contacted UGG for a return shipping label and was provided one on Aug 30th. The return was delivered to UGG on Sept 8th. I reached out the following week via "chat" to check on the return since there had been no email confirming the delivery from their customer service team. I was told it takes 10 business days to receive/process returned items and was assured it would be taken care of. The next week, when I still had not received any confirmation of the return, I reached out again via chat. I was told the issue would be sent to the back office team to resolve and it takes 3-5 business days for their team to process the refund that had not been done automatically. I was told it would be resolved by September 29th. A FULL MONTH LATER. Today- September 29th- I had to reach out AGAIN because I still have NOT received a refund or confirmation. This time I was told "the wrong order was submitted for the refund by the associate that assisted last". I am now being told it will take another 3-5 business days so I can hope for resolution by October 7th. Given their inability to correctly process this refund at during that last month, I have zero faith this will be resolved and I anticipate being told -as usual- to wait another 3-5 business day/10 business days so they can "try again".

  

  Business Response

  Date: 10/03/2022

  Hello K****** *******, 

  
  Our apologies for the inconvenience you encountered with your return. We can confirm that you have been refunded for your return of exchange order NA9413608_EX. Your refund was processed on 9/30 back to your AfterPay account in the amount of $72.21. We hope this information helps.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18148956 if you need any further assistance.  

  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/29/2022

  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.

  Ugg had a sale on shoes $25 and I ordered 4 pair. They were approved and being processed. I originally received an email that they were on back order but then received two separate tracking numbers. One for the tracking numbers stated the order was delivered to me. So I reached out via text to Ugg to inquire about the status. The rep advised their were two separate tracking and and a delay with my order. I text today and they advised the order was returned to them because the package was damaged when they can’t honor the price that I paid. I believe it was all a scam that they would falsely advised the package was sent, say it was damaged and now won’t resend the package based on their error. I will escalate this!! I want all 4 pair of my shoes and a $250 gift card before I take to my social media platform! What a terrible way to treat a customer?!?! NA*******67 the gift card is for all the time and back and forth to find my package was returned which I really don’t even think they sent!!!!!

  

  Business Response

  Date: 10/03/2022

  Hello R*** ********, 

  
  We had a bit of a technical issue! Our system experienced an issue when updating prices for our “30% off of select exclusives” promotion. Due to this, our site temporarily displayed the incorrect pricing on product pages. Our teams have since been able to resolve the issue and all current pricing shown is correct. 

  
  All orders successfully placed with the incorrect pricing were not canceled if they did not experience a different order issue. Upon review, we see that your order NA***14167 was returned to the sender. This is likely due to damage to the box or an issue with the shipping label. Our apologies for the inconvenience. 

  
  Although we do not typically price match items that had erroneous pricing, as a one-time courtesy we would be happy to offer a refund to price match your items on a replacement order. Please note, we can only price match the same exact item (style/color/size) ordered on your original order. To take us up on the offer, please reach out to [email protected] with your BBB ID# and new order number once it has shipped. We can then process a refund to match the prices you originally paid as a one-time courtesy.  

  
  For reference the items you ordered were the women’s Fluff Yeah Slide size 12 in Black, Charcoal, Mussel Shell, and Samba Red. Please note, if the original item is unavailable on our site, we cannot price match a different style, color, or size.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18142401 if you need any further assistance.  

  
  UGG Customer Care Team 

  Customer Answer

  Date: 10/06/2022

  
  
  
  
  I am rejecting this response because they are making excuses because of their technical issues. I will be more than happy to reorder the same shoes, color and size. However, if not available instead of the business saying I can’t get them put them on back order until restocked and send to me upon allocation. Im the consumer and don’t care about techiical issues that’s an excuse. Don one has apologized to me for my time following up on this. 

   

  so my amendment to offer, if product or products unavailable they will be placed on back order at the $25 price for all 4 pair of the shoes and a gift card sent for my inconvenience  

   

   

  
  
  
  Regards,
  
  
  
  R*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 10/11/2022

  Hello R*** ********, 

  
  Thank you for following up with us. We see that you have sent an email to the address provided and our team has responded. Please continue to work with our team for instructions to get this resolved. Although we are sorry for the inconveniences that surround this situation, we are unable to provide a gift card. We appreciate your understanding and look forward to getting this resolved by price matching your ordered items.  

  
  You can reach out to us directly at [email protected] with your BBB ID #18142401 if you need any further assistance.  

  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/22/2022

  Type:Sales and Advertising 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 09/10/22, I purchased four shoes from Sanuk Shoes (owned by Deckers) for $214.82 in order number N3****154. On said day, there was a promotion to provide a free water bottle with a $75 purchase, for which I qualified. This was advertised by the business on their website, to draw the customer into spending a certain amount of money. However, I never received the free water bottle with my order. When contacting their customer service, I was told they "ran out" of the item. This item being out of stock was not disclosed to me until after I received my shipment and called customer service.
  
  This is clearly a scam to lure customers into spending a minimum amount of money for a false promotion with which they cannot follow through. The business continues to run promotions on their website for free gifts for purchases as of 09/22/22. The business claimed they could not provide me a replacement gift, even though my order qualifies for the current promotion. The failure to disclose the promotional item as out of stock until after I received the shipment is also preying on the customer because they know there is less of a chance a customer follows through on a return than they would cancelling an order. This is false advertising and should be investigated.

  

  Business Response

  Date: 09/28/2022

  Hello G******* ***, 

  
  We are sorry to hear you did not receive your free item with your purchase. We understand that this would be disappointing! Although our system does its best to keep an accurate inventory, it is not able to keep track in real-time. Therefore, if multiple customers are ordering at the same time, our system wouldn't be able to automatically change the availability of the gift promotion. Our system then fills each order in the order in which it was received with the available stock. If this stock runs out before being able to fulfill your order, we are unable to send you the gift. Please note, gift with purchase promotions are while supplies last only. 

  
  We would be happy to explore any options that we may have, unfortunately the BBB only allows a certain amount of time to provide info and this may take a couple days to check on these options. If we are able to provide any additional information, we will contact you via email. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18062279 if you need any further assistance.  

  
  Sanuk Customer Care Team 

• Initial Complaint

  Date:09/22/2022

  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.

  We ordered slippers at a discounted price, they canceled the order (probably when they realized their mistake) they found some reason why they canceled it l, instead of asking for different payment or sending us an email about it they straight up canceled it. and they don’t wanna honor our order, note that what ever problem they found no other company had an issue with, even they didn’t have an issue with it on regular priced items. I want Ugg’s to honor the price in the order and send it out immediately. Thank you

  

  Business Response

  Date: 09/22/2022

  Hello R***** *******,

  
  We had a bit of a technical issue! Our system experienced an issue when updating prices for our “30% off of select exclusives” promotion. Due to this, our site temporarily displayed the incorrect pricing on product pages. Our teams have since been able to resolve the issue and all current pricing shown is correct. 

  All orders successfully placed with the incorrect pricing were not cancelled if they did not experience a different order processing issue. Upon review, we see that your order NA1*****92 was cancelled due to a billing information issue. We would recommend reaching out to your financial institution directly for more information regarding the failed authorization. 

  Since your order has been cancelled, you will need to place a new order at your convenience. 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18059459 if you need any further assistance.  

  
  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/21/2022

  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.

  Ugg was having a huge sale. I placed two orders, they were both for a lot of money. The items said they were delivered, and they never were! I checked with every neighbor and person close. No where to be found. And the orders shipped boxes so how did I get none!!! I contacted Ugg to see what they could do, they said they’ll file a claim report and I have to wait 10 days to hear back. So not only am I taking a lost on my money, my Ugg boots, but also my time!!! I don’t have my money back. Don’t have my order. It’s really frustrating and I feel like you guys did the sale on purpose. To have customers buy a lot, just to take their money and not send the product. But it’s not only that. While contacting them for the numerous time, no sympathy was given, ideas for different resolutions. Nothing. I work in customer service. Even thought it is not the customer service agents fault, they represent the company and should apologize for the inconvenience after I spent a boat load of money!!! Uggs aren’t cheap, even on sale. I remember when I was a child I dreamed about having a pair of Uggs, but there was 4 of us kids and my mother could never afford Uggs! So now I am an adult and can purchase things I like and have always wanted, and this happens. It felt like a slap in the face and makes me wish I never spent my money with the company. I just want my money back I don’t even want the order any more. My order numbers were Order #NA10272551, Order #NA10272841. Also, after I placed the order they told me SIENNA RAIN BOOT was out of stock in my size, size 5. After I already placed the order. Usually it doesn’t even let you add an out of stock item to your cart. So I wanted to know, the people who did get their orders for SIENNA RAIN BOOT, what was the deciding factor?

  

  Business Response

  Date: 09/22/2022

  Hello N***** ****, 

  
  We are sorry to hear you are missing your orders. Upon review, we see that our processing team has been notified and claims have been initiated with UPS. These claims can take up to 15 business days. Once the claims are finalized, our team will reach out to you 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 #18051764 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/20/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  placed an order this morning for fluff yeah slides, they were$25. I get an email the order was processed, then later that it was not and I can re order. they are now $100. I paid via cc the funds were in my account. I would like the slides at the advertised price

  

  Business Response

  Date: 09/22/2022

  
  We had a bit of a technical issue! Our system experienced an issue when updating prices for our “30% off of select exclusives” promotion. Due to this, our site temporarily displayed the incorrect pricing on product pages. Our teams have since been able to resolve the issue and all current pricing shown is correct. 

  All orders successfully placed with the incorrect pricing were not cancelled if they did not experience a different order processing issue. Upon review, we see that your order NA10492801 was unable to be authorized and therefore was not successfully placed causing a cancellation. We would recommend reaching out to your financial institution directly for more information regarding the failed authorization. 

  Since your order has been cancelled, you will need to place a new order at your convenience. 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18052795 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/20/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Order# NA******3_RT
  An online order was returned back to merchant on August 16th. All items were sent back to business, but I have been refunded online partially and 270 dollars is still missing from my account. I have contacted the business many times and they promised to process the refund, but it has been almost two months and no response has been provided. Please resolve issue immediately to avoid further escalation. Thanks
  Order NA******3_RT

  

  Business Response

  Date: 09/20/2022

  Hello B**** ***i, 

  
  We are sorry to hear you are experiencing a return issue. It looks like our team that handles things of this nature have reached out to you via email yesterday requesting a copy of the receipt from the drop-off with USPS. We would recommend reaching out to this team again with the info in order for them to take a look into any further refund. 

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18049527 if you need any further assistance.  
  
  HOKA Customer Care Team 

  Customer Answer

  Date: 09/28/2022

  I have reached out multiple times to customer service and promised a refund a month ago. I am attaching a copy of the email sent to me with the return label, there was not mention of a drop off receipt being required in this email, only a label as an attachment and empty thread sent by your staff. The package was picked up from residence and not dropped off, and receipt was not provided. Tracking shows package was shipped back to seller a month ago. Ask business to send refund immediately to avoid severe consequences. Thanks

  

  Business Response

  Date: 10/03/2022

  Hello B**** ***i, 

  
  Our apologies for the issue but our teams will have to have a receipt or a copy of the label once the carrier had it in order to further look into this for you. Please reach out to that team directly with the requested information for further assistance. 

  
  HOKA Customer Care Team 

  Customer Answer

  Date: 10/03/2022

  
  
  
  
  I am rejecting this response because: hello, your package was picked up from my house by your return shipping carrier. Your agent has possession of it since August 18th. They informed me that it was delivered to your warehouse. Please refer to attachment and reach our to them for further details. Two items were returned back to you, and I need a total of $270 to be refunded along with a refund receipt to my account. Please provide that within 24 to avoid further escalation and severe consequences 
  
  
  
  Regards,
  
  
  
  B**** ***i
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:09/16/2022

  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 9/15/22 I order a pair of shoes for $25 that was on backorder. The next day I received a email saying there was a payment processing error and that they canceled my order...Which is a lie because when I went back on the website the shoes I ordered price changed by 75 dollars and when I called customer service it was a robot saying that the website had a glitch and they won't honor prices.

  

  Business Response

  Date: 09/20/2022

  Hello P******* ******, 

  
  We had a bit of a technical issue! Our system experienced an issue when updating prices for our “30% off of select exclusives” promotion. Due to this, our site temporarily displayed the incorrect pricing on product pages. Our teams have since been able to resolve the issue and all current pricing shown is correct. 

  
  All orders successfully placed with the incorrect pricing were not cancelled if they did not experience a different order processing issue. Upon review, we see that your order NA******09 was unable to be authorized and therefore was not successfully placed causing a cancellation. We would recommend reaching out to your financial institution directly for more information regarding the failed authorization. 

  
  Since your order has been cancelled, you will need to place a new order at your convenience. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18034825 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  Date:09/16/2022

  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 saw a pair of women UGG furry slide for $25 on the UGG website on 9/15/22. I went to buy a pair in size 12/black. I put the slides in my cart and the price jumped to $100. Initially it was $25, free shipping and came out to $26.59 or so. I tried to call customer service but was on hold a long time. Via text they told me they are not honoring the price, knew about it but are choosing not to honor it. The text Custer service people
  We’re just like, yeah we know but too bad. These are older ones and I wanted to buy them at the price advertised.

  

  Business Response

  Date: 09/20/2022

  Hello R**** ****, 

  
  We had a bit of a technical issue! Our system experienced an issue when updating prices for our “30% off of select exclusives” promotion. Due to this, our site temporarily displayed the incorrect pricing on product pages, then reverted to the correctly discounted price during checkout. Our teams have since been able to resolve the issue and all current pricing shown is correct. 
  

  Although we understand the disappointment, incorrect pricing will not be honored due to the technical issue.  

  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18030636 if you need any further assistance.  
  
  UGG Customer Care Team