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:02/03/2025
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 September 29, 2024, I purchased a pair of W Gaviota 5 *B Hoka shoes. In December 2024, I filed a warranty claim because the seam on the inside of the left toe box had come unglued. I received a letter from Decker Brands that my warranty claim was denied because my shoes were out of the warranty period. This, I believe is erroneous on their part because their website clearly states that the warranty period is one year from date of purchased. Furthermore, the letter they sent me denying my claim is stamped as having been received on their end, December 8, 2025, clearly an error. I called Hoka to speak with a customer service agent but I was told that it was out of their hands and that the warranty department's decision was final. I was advised by them to send an email and that the higher ups would see it so I did just that, only to get a response email that stated I should call Hoka. I am unable to contact anyone at the warranty department because there is no way to do so. I want Hoka/Decker Brands to honor their warranty and either refund me my money or send me a new pair of the same shoes.
Business Response
Date: 02/04/2025
We understand the frustration with your Gaviota 5 pair lasting less than 3 months and would be happy to take another look. Our team will gladly start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly. Please verify the requested information in the format shown. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.Please reach out to us directly at [email protected] with your BBB ID # 22885381 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:01/30/2025
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.
Dear Hoka Customer Care,
I was quite surprised yesterday after United Parcel Service delivered the Arahi 6 shoes returned under warranty to Hoka. Even more surprising was the fact that Hoka returned them without honoring the one year warranty.
The Hoka Arahi 6 shoes were purchased on 1/13/2024, from REI in Lawrenceville, New Jersey at a cost of $112.93. Also purchased at that time was the Bondi 8 shoes at a cost of $132.93.
I have a third pair of Bondi 8 shoes purchased directly from Hoka a few months ago. I rotate my shoes daily to increase their life.
Recently, one of the Arahi 6 shoes developed a hole in the heel section exposing plastic which made them uncomfortable to wear. Upon exploring your website we learned the shoes have a one year warranty. We filled out the on-line information and returned the shoes under warranty to Hoka. The shoes were shipped by UPS on 1/6/2025 by tracking number 1Z9X71W5*********0.
As you can see the warranty claim and date of shipment are within the one year period.
According to the letter received as stated, “Our warranty covers defects in materials and craftsmanship for the period of one year from the original date of purchase.” Your internal receipt date of January 18th, 2025 is about nine calendar days after UPS delivered the shoes. Certainly the shoes arrived at your facility within the warranty period time. The circling of “Out of Warranty” by the person who inspected the shoes should not have occurred had they bothered to check the ship dates arrival date and date of claim.
I would hereby request a credit that can be used to purchase another pair of shoes from Hoka.com considering the shoes where still under warranty contradictory to your letter indicating they where out of warranty.Business Response
Date: 02/04/2025
We appreciate you contacting us regarding the scenario with your retail warranty evaluation on your Arahi 6 being denied by the warranty department. Our team will be happy to start a photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly. Please verify the requested information in the format shown. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.Please reach out to us directly at [email protected] with your BBB ID # 22877723 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22877723, and find that this resolution is satisfactory to me.
Regards,
J****** ****Initial Complaint
Date:01/30/2025
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 Hokas on 9/4/24. Within a couple months, the backs of the shoes were both ripped. I shipped them out for a warranty claim in January as part of their 1 year warranty program. I received the shoes back in the mail with a note that I was outside of the warranty period. After contacting customer service to notify them of their mistake, they changed their reasoning to say they were now denying the claim due to normal wear and tear without any additional review. Changing rationale on the fly is clearly bad business practice. All I wanted was for them to stand by their product and honor their own warranty.Business Response
Date: 02/04/2025
That is unfortunate to hear about the scenario with the warranty evaluation on your Solimar from site order NA3******7 being denied. Our team will be happy to start a photo evaluation of your item as a one-time courtesy. Please provide the requested information in the format shown below to the email provided. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date
Please reach out to us directly at [email protected] with your BBB ID # 22875349 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:01/30/2025
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 shoes HOKA Gaviota 5, the soles started coming off after less than two months of wear. Sent to the warranty department and the shoes were returned stating it was normal wear and tear and they are out of warranty. The shoes were purchased on 10/24/24. I paid 175 dollars for the shoes and they should hold up better than that.Business Response
Date: 02/04/2025
We are very sorry to hear about the scenario with the retail warranty evaluation on your Gaviota 5 being denied. Our team will be happy to start a photo evaluation of your item as a one-time courtesy. Please provide the requested information in the format shown below to the email provided. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty)
Please reach out to us directly at [email protected] with your BBB ID # 22875105 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:01/30/2025
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 Uggs boots from the Ugg website in August 2024. I’ve had these boots for barely 5 months and after a handful of wearing them, the stitching started ripping at the seams in the front of the shoe. This is a known issue as you can tell from some of the other complaints filed here. Ugh has a warranty for 1 year. I called the warranty dept, spoke to Raven, sent pictures as asked and within a few hours they denied my claim and stated that this was due to “normal wear and tear.” I was baffled. Barely 5 months in and the stitching and seams are ripping, that’s a quality control issue not normal “wear and tear.” I called back and spoke with another representative and he said that Raven opened the claim, it was denied and there was nothing that could be done. They said that i could purchase a new pair. Why would I want to purchase a new pair when the pair I’ve had for 5 months ripped? I am not happy as the quality of the products have gone downhill.Business Response
Date: 01/30/2025
We are very sorry to hear about the scenario with your NA3******6 warranty evaluation on the Classic Mini II being denied, our apologies for any inconvenience. Our team will be happy to start a photo evaluation of your item as a one-time courtesy. Please verify the requested information in the format shown below to the email provided. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date
Please reach out to us directly at [email protected] with your BBB ID # 22873837 to verify the requested information.
UGG Customer Care TeamInitial Complaint
Date:01/28/2025
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.
My wife sent her Uggs to be repaired through Ugg Renew, offered through Ugg's website. Her order number is 15921\nrenew/#970. After waiting for her shoes to be returned, she finally received them, but one of the shoes wasn't even hers. To make matters worse, the shoes were completely mismatched types.
I initially emailed [email protected] on 12/28 about the issue and followed up multiple times before finally receiving a response on 1/7. They asked me to send the shoes back, stating it seemed like they would return the correct pair once they received my wife’s shoes. The shoes were delivered back to UGG Renew on 1/13, according to UPS.
I followed up again via email on 1/17 and 1/21 to check the status, but I haven’t received any updates. It's now 1/28, and we still don't have the shoes or any communication to explain the delay.
Today I texted with one of Ugg's customer service representatives, Johnny, who told me that UGG Renew is not part of UGG, and there’s nothing they can do to help. However, this is ultimately Ugg's product, marketed through Ugg's website, and I was hoping UGG could step in to assist and help resolve this frustrating situation. He said, "I wish there was more that I could do however we do not have any information on UGGrenew unfortunately."
I emailed Ugg later today, copying Ugg Renew. Ugg auto responded saying they didn't handle emails and to text or call, or chat.Business Response
Date: 01/29/2025
We are incredibly sorry to hear of the difficulties regarding your wife’s boots and the UGGrenew service, we know receiving the incorrect item back is clearly not ideal. However, UGGrenew is separate from UGG.com and our team does not have access to their systems or processing updates, as a result we are unable to directly assist in this instance.
We would advise to continue reaching out to the UGGrenew contact who helped to get the exchange request created for additional assistance regarding this specific issue.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #22870520 if you have any further questions.
UGG Customer Care Team
Customer Answer
Date: 01/30/2025
Complaint: 22870520
I am rejecting this response because: We found out about Ugg Renew through Ugg's website. Ugg claims it "launched" Ugg Renew by "partnering" with NuShoe. It's fraudulent advertising. If we had known Ugg would disavow any involvement we would not have trusted NuShoe with the repairs, which could have been done at our local repair shop. Except we went with Ugg Renew because Ugg's press release said
"Part of FEEL GOOD, the UGG® brand’s journey towards a more regenerative world, UGGrenew is dedicated to extending the life of its customers’ favorite boots, restoring them by hand with authentic UGG® materials.
We are inviting you to send us UGG Classic Boots that are in need of a little extra love. To get your boots looking beautiful again, we have partnered with NuShoe – America’s leading premium shoe repair company. The experts there have over 25 years of
experience and have hand-repaired over 5,000,000 pairs of shoes since 1994.
With authentic UGG materials on hand, NuShoe has everything on hand to restore your boots back to like-new condition."
Who knows how many other customers would be shocked to find Ugg is now disavowing any involvement in the product they claimed in their own press release.
Regards,
J*** ********Initial Complaint
Date:01/27/2025
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.
Company has lied on multiple occasions and I still have not received a resolution. I initiated a return on Dec 26 and as of today Jan 27 I still have not received a refund. This is after I was told by a representative on Jan 21 that I would receive a refund.
Been lied to on multiple occasions and feel like I am being discriminated against for the color of my skin. I spoke with someone in Jan 16 after the shoes were returned and per UPS was received by the company on Jan 6. On the interaction they advised to be check back on Jan 20 if I had not received any communication as it takes 10 “business” days for it to be processed. I could understand that so I checked back on Jan 21. This is when things got just down right wrong. First they tried to come up with a new holiday - presidential morning day - what a joke to try and make that day a holiday, ain’t nobody get that day off. Especially no shoe company. So that got me upset and I demanded to have the refund. After a few minutes and choice words later the agent advised they were giving me the refund. 6 days later I still have not received a refund and actually just got an email at 5:22 PM today that the return has been received at the warehouse and “Please allow up to 15 business days from the date we receive your item(s) for your return to be processed. ????Processing times may vary seasonally”. Are we serious that is going to another 2 weeks. Discrimination at the fullest. I want my refund- no only a refund for the $117 but make if double $234 for the lies I’ve been told and the racial injustice that this Ugg/decker brand has obviously committed against a hard working AmericanBusiness Response
Date: 01/28/2025
Thank you so much for reaching out regarding this, we know how important tracking return status updates can be and we greatly appreciate your patience with the warehouse delay as it is one of the peak times of year for that team. We can assure you that you are not being singled out as we are seeing delayed timeframes on many return evaluations at this time.
Our systems are showing your order return NA3******9_RT did complete processing for a full refund of $116.60 USD on 01/27/25 back to your original form of payment VISA ending in 7305.
Thanks again for your understanding, we hope that you have a pleasant day!
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #22865637 if you have any further questions.
UGG Customer Care TeamInitial Complaint
Date:01/27/2025
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.
This company is deceitful and lies to their customers. I spoke to a customer service agent about submitting a warranty on my shoes. I was very adamant that I did not want to waste my time or resources sending them back if it was going to be a denial. I submitted photos of the shoes and was promised they would be accepted. I spent money on a shipping label and my son went weeks without this pair of shoes just to be denied.
I reached out to the company and provided proof of what I was told initially. The customer service agent apologized and gave a 10% plus $20 coupon after I questioned why I was lied to. She said I would receive an answer on the denial when the shoes shipped back to me.
Well, today I received the shoes and the document states that they were denied "because the UGG brand warranty period on this product has expired". The document goes on to state that "warranty covers defects in materials and craftsmanship for the period of one year from the original date of purchase". The shoes were purchased 08/15/2024. Therefore, are most certainly within the one year.
I reached out again and was told nothing could be done. I was given very vague answers and told it could many reasons why they were denied. I repeatedly told the agent that the reason was due to the warranty period being expired. I suggested there might have been a mix up since I purchased within one year. If the shoes were denied due to a different reason, the warranty period expiring should not have been stated as the reason for denial.
This company has continuously lied to me and been deceitful in the process. I strongly urge customers to stay away from this unethical company.
I have attached the documents but edited out personal information of mine.Business Response
Date: 01/28/2025
We are very sorry to hear about the scenario with your retail warranty evaluation on your Kids Tasman II Embroidered slippers being denied. Our team will be happy to start a photo evaluation of your item as a one-time courtesy. Please provide the requested information in the format shown below to the email provided. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
Brief Description of the Defect:
Any additional instructions/Questions:
We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
• A copy of a receipt or credit card/bank statement showing the purchase date (If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty)
Please reach out to us directly at [email protected] with your BBB ID # 22864561 to verify the requested information.
UGG Customer Care TeamInitial Complaint
Date:01/27/2025
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 online and never received. They charged me at the time of order and when I called to claim they said their records indicates that it was delivered. I put shipping address to my business location and the said delivery date falls on the day we close every week.Business Response
Date: 01/28/2025
We are so very sorry to hear of the shipping issues with order NA3******8, we know how frustrating it can be to not receive a delivery. Unfortunately, the claim that was submitted for your package 4*********85 was denied by FedEx on 11/12/24. Please be aware that once a claim has been denied, we are unable to dispute or reopen it.
We recommend that you contact FedEx directly at ###-###-####9 with tracking number 4*********85 or through their website to reopen your claim. If the claim is successfully reopened and approved, we will be happy to issue a refund for your order. We hope this information clarifies our process for handling lost packages.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22863416 if you have any further questions.
HOKA Customer Care TeamCustomer Answer
Date: 02/04/2025
This is the exact answer I got from the company however, in the end, I paid and didn’t get my order. Who do I contact for my part loss?Initial Complaint
Date:01/27/2025
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 placed an order on 1/11/2025. The order was shipped on 1/12/2025 by Ugg.com via FedEx. FedEx on 1/21/2025 attempted delivery but left a doortag rather than leave the package at the mailbox. I called FedEx that day and made the instructions clear to leave the package at the mailbox. Every day after that, they said the package would be delivered. Then the next day would reschedule. On 1/25/2025, i contacted Ugg for them to contact FedEx. UGG implied that the package had probably been lost but they couldn't do anything until there were 8 business days without updates. Since they were saying it would be delivered and then changing it to the next day, i was at day 0 on that. They recommended I contact FedEx to tell them to stop updating the package. I said they had to do that as the sender. They refused. I asked for a refund but they said they couldn't do that until there were 8 days without updates.Business Response
Date: 01/29/2025
That is definitely a unique tracking history on your NA3******0 delivery, we are sorry to see that happened with your shipment. Our systems are showing FedEx tracking 43*********0 was delivered yesterday 01/28/25. You should be able to access the shipment update via FedEx here: bit.ly/40QeRTs
Please let us know if you did not receive this deliverry. We hope that you have a wonderful day!Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #22857502 if you have any further questions.
UGG Customer Care Team
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