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:09/12/2022
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 recently took advantage of a great deal on the official UGG website a week and a half ago where it was only $55 for “classic ultra mini chopd’” which were brown with pink writing and pink on the inside. I was shocked as UGG always price gouges and never has good prices like this on their website. I took advantage of the deal and even got an infant pair for my unborn baby (due next week) so we can be matching. I ordered both and was really happy. I received the infant shoes first. The box looked a little worn but the shoes themselves were great so I didn’t care too much. I saw my own pair that I ordered was due to arrive the following week so I patiently waited. There was a slight error with my address as my apartment number was not included which delayed the shipping by a day but luckily I’m not in a rush, so the next day (today) I received my shoes and I’m excited to see the boots that go with my daughter’s boots. I open the box and first red flag, it’s not even an Ugg box. I’m instantly thinking of how the official website can mail me uggs not in a Ugg box. The box said “HOKA” (which i learned was a company Ugg shares for shipping their products from the same warehouse) so I opened the box and low and behold NO UGGS! It’s some ugly ,mach sneakers that I DID NOT order. Not even different uggs but no uggs at all! How do I order Ugg boots from the OFFICIAL website and NOT get uggs! I immediately contact CS and I’m told they can only refund or price match but the exact boot I ordered is no longer available. I’m so upset I actually start crying because I ordered the boots to match with my daughters boots. Now I’m told I have to get a different color pair, PAY MORE FOR THEM since the sale was over and to contact them after I pay to have them match the price. I have to wait for a refund and hope they still have my size. I’m so upset at the lack of options I was given this error was 100% NOT MY FAULT. I noticed the tracking# on the label was different then the website!
Business Response
Date: 09/20/2022
Hello I**** ******,
We are sorry to hear that you experienced an order issue. Our apologies for the inconvenience. We can understand your frustration. Upon review of your conversation with our Customer Care team, we see that the Chopd boot on your original order has been refunded due to the error. Although we wish we had a replacement to send out to you, this item is no longer available as our stock is at 0.
Please follow up with the Customer Care team when you are ready to place your order so they can assist you with the price match for the same item and 10% off.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #18005500 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/21/2022
I have reviewed the response made by the business in reference to complaint ID 18005500, and find that this resolution is satisfactory to me.
Regards,
I**** ******Initial Complaint
Date:09/08/2022
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 had a pair of sandles which broke after i work them about three times. Sanuk issued a gift card in August of 2021. At the time the sandles I wanted were not in stock. I just went to order the sandles and the gift card expired on August 22, about a week earlier. I first texted Sanuk customer service, but they never texted me back. I just called and Sanuk will not honor the credit or reissue it.Business Response
Date: 09/14/2022
Hello M*** ******,
We are sorry to hear your site credit expired before you had the chance to use it. For future reference, site credits are valid for 1 year after being issued. As a one-time courtesy, we would be happy to place an order for a replacement pair of Sanuks for equal or lesser value than $50.00. Please provide the following information and we would be happy to get this order processed for you.
Full name:
Complete shipping address:
Phone number:
Email address:
Item you are requesting:
Color:
Size:
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17933315 if you need any further assistance.
Sanuk Customer Care TeamCustomer Answer
Date: 09/15/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 17933315, and find that this resolution is satisfactory to me. The information you requested is:M*** ******
**** ******* ******
****** ****, Maryland 20912*********@gmail.com
###-###-####
Item: Lola X Grateful Dead, Size 9.
Regards,
M*** ******Initial Complaint
Date:09/05/2022
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 returned a pair of Brand New Black Reid Boot, size 10, in March 2022 to Ugg, order number: RA*******7_RCRT. According to the company and return policy I would receive the store credit in about five days. I waited over thirty days before contacting the company and was told it could not be found and to wait. Now, it is September and six months later and still nothing.Business Response
Date: 09/05/2022
Hello A***** *****,
We are sorry to hear that you have not heard about your return yet. If you could provide us with the tracking number for return order RA******47_RCRT for the Reid UGG boot in black in a size 10, we would be happy to check on this for you.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17812808 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/05/2022
I am rejecting this response because:This is my issue and I explained it and the rep I spoke too. She said give the warehouse time for it to be received and processed. We had a house fire and what was not burnt, was water damaged. Of course, my bedroom was next to the laundry room where the fire started. (It was deemed an act of God, lightening struck an outside outlet and sparked a fuse and it spread throughout the home. With the fire, we loss our 6 pets.) I, only, have the receipt of the boots purchased because I took a picture of it to attach with the return.
Regards,
A***** *****Business Response
Date: 09/07/2022
Hello A***** *****,
We are sorry to hear of this incident and sorry to hear that you are rejecting this information. If you could provide your proof of purchase/receipt, we would be happy to explore any additional options that we have.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17812808 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/10/2022
Thank you for your follow-up. I did not reject the offer to be combative. I did not feel it was accept or reject scenario. Please see the attached for the receipt of the boots. It is the Reid boots. They were brand new, never worn because they're too big.
Regards,
A***** *****Initial Complaint
Date:08/24/2022
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.
ON AUGUST 17th I PLACED AN ORDER FOR A PAIR OF MINI BAILEY BOW 11 BOOTS. I"VE CONTACTED THE COMPANY DIRECTLY ABOUT THE ORDER BECAUSE THE BOOTS HAVE NOT SHIPPED OUT. THE ORDER DETAILS CONFIRMS ORDER STATUS AS PROCESSING, WHICH HAS BEEN FOR THE PASS 7 DAYS. TODAY I WAS TOLD THERE IS A DELAY IN SHIPPING ORDERS. I ASKED TO CANCEL MY ORDER AND WAS TOLD NO, THE SYSTEM WILL NOT ALLOW CANCELLATIONS. THE BOOTS ARE FOR MY GRANDDAUGHTER TO RETURN TO SCHOOL ON MONDAY AUGUST 29th, IF THEY CANCEL THE ORDER AND RELEASE THE HOLD ON MY CREDIT CARD I CAN GET HER BOOTS AT ANOTHER LOCATION. THERE IS A CANCELLATION OPTION BUT I"M TOLD NO TO MY ORDER BEING CANCELLED EVEN THOUGH THE COMPANY DOESN"T KNOW WHEN THE ORDER WILL BE SHIPPED. I JUST WANT TO CANCEL THE ORDER AND RELEASE THE FUNDS BEING HELD ON MY CREDIT CARD AT THIS POINT.Business Response
Date: 08/30/2022
Dear N**** ********,
Our apologies for the issue you encountered with the delay in your granddaughter's order. We are showing that this order was delivered as of 08/26. We are sorry that you were not able to cancel your order. We do have a small window that allows us to cancel an order for a customer and at a certain point, we simply do not have that option anymore because it has begun processing to be received as soon as possible.
If for some reason you still would like the funds back for this item, you are welcome to return it to us for a refund. Simply visit our website for the return label.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17761556 if you need any further assistance.
UGG Customer ServicesInitial Complaint
Date:08/22/2022
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 just received my shoes. Order # NA*****59
Very disappointing they are obviously Used!! They are dirty on the bottoms and stains on the laces! How does something like this ever get shipped out?!? I know you just think someone won’t notice or won’t go through the hassle that you make impossible to return them!!! I trued calling, email and even chat took three days for you to respond and then saying you must of missed me my only option was to request a return on line which I tried However after packing and taking to the usps the QR code wouldn’t work!!!
Again tried contacting and send pictures through your sight yet they of course won’t load!!!!! Maybe here Hoka will face the poor service and people see you ship used shoes!!!Business Response
Date: 08/23/2022
Dear Mark,
We are sorry to hear that you received a worn item. We can understand that this would be very frustrating and disappointing, and we apologize for the inconvenience. We have created a new prepaid USPS return label and form for your order NA*****59 so you to get these back to us. A copy has been sent to your email and we have also attached a copy to this response. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17752847 if you need any further assistance.
HOKA Customer ServicesCustomer Answer
Date: 08/23/2022
1). I am rejecting this response because:2). The QR code download here will not load!3). I will check my email when you send it and try again from there.I’m Still waiting on it.4) Can you explain how you send out used shoes on a new purchase!???!
5). Will you also explain why a customer can not reach your customer service or you make it extremely difficult?!??You have shown No value in me as a costumer and $ is your only concern as it is clearly shown here.You did not address the poor service or your scam selling used shoes!?!?
Regards,
M*** ********Business Response
Date: 10/05/2022
We understand how frustrating of a situation this can be. Although we hope each and every order is received without an issue, as you can imagine sometimes things happen due to human error. This is one of those things. We can assure you that we do care about each of our customers and are sorry you feel this way. We will be sure to pass your feedback along to the appropriate team.
Upon review, we see that your return for order NA*****59 was successfully processed on 8/27. A refund has been posted to your original payment method in the amount of $230.05.
Again, our apologies for the frustrating experience.
HOKA Customer Care
Customer Answer
Date: 10/05/2022
I am rejecting this response because:How do you think sending me a pair of obviously Used shoes is human error.
you sent these out knowing they are used in hopes somebody would not complain and just end up keeping them!!! Of all the money you make on your crap shoes. Yet is not enough that you send used shoes and think having me your customer return them for a refund is enough to keep a customer. You are wrong! But the fact is you don’t care if you get caught and lose a customer because you know you don’t need me!!
I can assure you I will speed the word how much you suck and are nothing but con artists.
Be sure you lose more customers than myself.Be
Regards,
M*** ********Initial Complaint
Date:08/03/2022
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 have sent my Hoka shoes back for an exchange in size. They received them on July 14th 2022. No response for over 10 days. Spoke to Hoka several times and they said they needed another 3 to 5 days to look into this. I am exchanging a Clifton 8 shoe size 9.5 Regular for the same shoe in 9.5 Wide. Customer service agents cant help me and see that my shoes have been returned and as of today they are stating they will return my money within the next 7 business days. These shoes are in stock on their website and I do not want to return them and customer service won't change it to an exchange, I don't want to wait for my card to be credited I just want my shoes in the correct size. They said go ahead and buy another pair? I don't even know what CC they have on file for me?????? Since this is an exchange due to a defect on the shoes. All I want Hoka to do is do the exchange and send me my correct size. They won't help me and they see on the record all the mistakes that have been made since they received my shoes back on July 14th. They have no answers for me and the customer service agents just converted my exchange to a return. Please do not credit whatever credit you have on file, which I don't even know what CC that could be because all this started because of a defected shoe.Business Response
Date: 08/08/2022
Dear C***** ********,
We are sorry to hear you have had a negative experience with HOKA. Upon review, we see that your warranty return was processed as a refund. Since this order has already been exchanged, it was not eligible for another exchange. All orders are allowed one exchange and the following returns must be for a refund. We are working with our website team to make this more clear when processing returns and exchanges in the future. Our apologies for the confusion!
When a second exchange is requested, it can lead to processing issues that can cause delays. Our apologies for the delay you experienced after dealing with the warranty issue. We understand that this would be frustrating! Since your order NA*****75_EX_RT has been refunded, you will need to go ahead and place a new order. You were refunded in the amount of $154.35 on 8/2. This was processed back to your original form of payment, MasterCard ending in 2261.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17665054 if you need any further assistance.
HOKA Customer ServicesInitial Complaint
Date:07/28/2022
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 came across this website by a classmate of mine who found the link through Google when searching up “Nursing shoes.” She believed that the page was legitimate as well so she sent it in our program group chat. Several of us purchased the product since they were advertising Hoka shoes being on sale for almost 75% of the price. The transaction in question was on 07/12/2022 for $36.99. I received an email from a weird address confirming my order once it was placed, however, it didn’t include a tracking number & I haven’t received correspondence since then. My classmates have notified me that the website, https://www.hokawholesale.com/collections/Women/products/womens-bondi-sr , can no longer be found since then & they’ve contacted their banks & BBB as well.Business Response
Date: 08/03/2022
Unfortunately, the website that you have placed your order with is not associated with our company nor is it one of our authorized retailers. We encourage our customers to use caution when purchasing items from unauthorized retailers as these items may not be authentic HOKA products or, in some cases, you may not receive an item at all. We would recommend contacting the company directly or contacting your bank immediately since you have placed an order with a counterfeit operation. We hope this information helps.You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17636888 if you need any further assistance.
Initial Complaint
Date:07/27/2022
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 REGGIE black leather boots from UGG on 7/2/22...order #NA*****52. The tracking number that I received is 1Z2079RR*********4. The initial communication that I got on 7/7/22 regarding the delivery was the apartment number was missing; however, later that day, the tracking information showed the apartment number was corrected and on 7/8/22 the tracking information showed out for delivery. Of course, on 7/8/22, I received a message that the package was delivered. There was no package at my door. The UPS guy was driving up so I asked about the package. He looked at the tracking number and confirmed it was delivered. He was less than helpful and advised me to file a complaint. I contacted UGG at ###-###-#### to let them know and the rep adv that I had to go through UPS and no refund allowed until they confirmed wrong delivery. I filed a complaint through UPS on 7/8/22 and went to UPS. They closed the claim saying proof of delivery. I got a copy of the delivery info from UPS showing the tracking number for my package is addressed to A**** ***** in apt 10405. That is not me. An UGG representative advised me to email a copy of the info to UGG... I emailed UGG a copy of the info with MY TRACKING NUMBER attached to the incorrect delivery name and address and I contacted UGG to try to get a resolution and they said the PRINTED copy that clearly shows the tracking number going to the wrong person wasn't sufficient and would not give me a refund. THEY WERE HORRIBLE AND THAT IS TERRIBLE CUSTOMER SERVICE. What else am I supposed to do? I have contacted UGG quite a bit and I want my money back. I am extremely disappointed that UGG is being less than accommodating. I have documents to support my complaint. Please help.Business Response
Date: 08/03/2022
Dear K***** ******,
We are sorry to hear you did not receive your order NA9298452. When an address does not match what we are showing as the shipping address, it is the responsibility of the customer to reach out to the carrier to look into this. The shipping address for this order was:
Name: K***** ******
Address Line 1: 2580 Summer Lake Rd
City: Lithia Springs
State: GA
Postal Code: 30122Since your apartment number was left off of your shipping address, it is your responsibility to work with UPS to resolve your claim. For future reference we do display multiple confirmation screens prior to hitting the submit button when placing an order. Please ensure all information is correct and included prior to completing your order. You are welcome to reach back out to UPS to see if they are able to offer any further assistance with your denied lost package claim. We hope this information helps.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17613413 if you have any additional questions.
UGG Customer ServicesCustomer Answer
Date: 08/06/2022
I am rejecting this response because: Everything UGG advised me to do, I did. Their response was as if they didn’t read my concern. I filed a claim with UPS…I’ve attached a copy of the document I got from UPS indicating that the tracking number assigned to MY package is addressed to A**** ***** at a different apartment number. UPS is showing package delivered because that tracking number shows delivered. BUT NOT TO ME!!! I AM NOT A**** *****… package is out there somewhere but I didn’t get it. According to the update on the initial delivery comment, UPS updated the apartment number but somehow it was updated to the wrong person and address.
Regards,
K***** ******Initial Complaint
Date:07/11/2022
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.
Several weeks ago I returned order #NA8*****8. Hoka issued return number #NA8*****8_RT however no refund was ever processed. I've attached both my banking statement and the return email. Please have your billing department look into this and issue my refund.Business Response
Date: 07/12/2022
Dear J**** ********,
We are sorry to hear that you are still not seeing this refund. We have once again submitted a request to have this refunded to the original form of payment. We will follow back up with you in the email thread you reached out to us in with this information as well.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #17547173 if you need any further assistance.
HOKA Customer Services
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