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.

close

Find a Location

Deckers Retail, LLC has 50 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

• 

  Deckers Retail, LLC

  Oklahoma City Oklahoma City, OK 73173

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:08/22/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I 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 Services 

  Customer 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: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 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 Services 

• Initial Complaint

  Date:07/28/2022

  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 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: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 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: 30122 

  Since 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 Services 

  Customer 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***** ******