Business Profile

Retail Shoes

Deckers Retail, LLC

Headquarters

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 Complaint

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:01/27/2025
Type:Billing Issues
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 ordered a pair of shoes from HOKA, C/o Order Number NA3******2

A I’ll be traveling to Canada and unavailable at the shipping address provided (for several months) after Monday, January 27, 2025, I opted for HOKA's expedited shipping, which was covered by a promotional offer for free expedited shipping.

The order was scheduled to arrive on January 24, 2025. However, when it did not arrive, I checked my HOKA account, which showed the order status as "Processing." I subsequently called HOKA's customer service team at 1-866-491-3125 today.

After a 45-minute phone call and being placed on hold five times as the representative consulted with her support team (it seems only a few team members are qualified to assist), I was informed that the order cannot be canceled at this stage.

Instead, I was told I must wait to receive an email confirmation with the tracking number. Once I have this, I will need to call HOKA customer service AGAIN to provide the tracking number and request the packaga to hopefully be rerouted back to HOKA's warehouse.

Additionally, I requested a supervisor callback, which also required another hold.

The Bottom Line:
It’s misleading and unacceptable to offer and charge for expedited shipping when it’s clear the service is not being provided. I paid for HOKA's expedted shipping as I will be in Canada for several months and will be unable to receive the package after Monday, January 27, 2025. Being unable to cancel and order that hasn't been shipped yat and/or requiring me to call back to resolve this issue (once I finally receive HOKA's delayed shipping confirmation), reflects a broken customer service and misleading advertising.

I sincerely hope HOKA takes the right steps to address this issue and restore confidence in its customer service.

Sincerely,
D***** ******
Business Response
Date: 01/29/2025
We appreciate you contacting us and know how crucial tracking a shipment can be prior to leaving the country. We are very sorry that the order NA3******2 did not arrive before your departure and that the request to FedEx was not processed prior to delivery.
Our systems are showing that you reached out to our Customer Care team throughout this situation and one of our Supervisors was able to get a refund processed for you related to this delivery. We are seeing a refund in the amount of $218.50 USD created 01/29/25 to be applied to original form of payment PayPal. Please allow 1-5 business days for funds to process. We hope you enjoy your travels!
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #22857210 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 02/07/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22857210, and find that this resolution is satisfactory to me.
Yes, the issue has been resolved. I was travelling and unable to respond.

Regards,

D***** ******
Initial Complaint
Date:01/27/2025
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.
Size Purchased : 9

I purchased a pair of UGG Tasman's slippers from a retail store. Within a week, the threading on the border started to come out. I paid to send the Tasman's back to UGG for a warranty evaluation, and on top of taking over the 10-business days as their policy states they'd take to process, they returned the pair stating that they were out of warranty. UGG's website states that they honor a 1 year warranty for manufacture defects. I bought the Tasmans on 12/27/2024, and they were sent them back to UGG a week and a half later, after the purchase date. They did not honor their 1 year warranty. On top of that, I paid the shipping fee myself to ship them out for the warranty evaluation.
Business Response
Date: 01/28/2025
We are very sorry to hear about the scenario with your retail warranty evaluation on the Tasman in chestnut 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 (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 # 22855590 to verify the requested information.

UGG Customer Care Team
Initial Complaint
Date:01/24/2025
Type:Product Issues
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.
Made a purchase of UGG coquette slippers on 10/21/2024. The slippers ripped at the seam for no reason. This was a defect in the craftsmanship of the shoe. Returned the shoe in December 2024 as the UGG website states they have a 1 year warranty. Return was denied due to 'normal wear and tear' however this kind of a rip is not from normal wear after just 2 months. Shoes shouldn't and don't rip exactly where the fabric meets the sole with a horizontal tear.
Business Response
Date: 01/27/2025
Hello S********,
We are very sorry to hear about the scenario with your retail warranty evaluation on your Coquette slippers on order NA3*****08 being denied, we know these can be frustrating situations at times. 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 # 22849340 to verify the requested information.
UGG Customer Care Team
Customer Answer
Date: 01/30/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22849340, and find that this resolution is satisfactory to me.

The company has agreed to replace UGG slippers and has sent out the new order.

Regards,

S******** *********
Initial Complaint
Date:01/24/2025
Type:Product Issues
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 ordered a pair of shoes from Hoka.com on November 28. I returned them for a refund on January 9. The shoes were received by Hoka on January 15, 2025. I have not received a refund. I have called customer service multiple times this week to advise them to refund my payment of $89.99 to my original payment method. I was not getting any clear answers so I called again today. I was told by the representative that they were busy and I would have to just be patient. My request to speak to a supervisor was also refused several times this week. This is ridiculous. Refund my payment.
Business Response
Date: 01/27/2025
Thank you so much for contacting us, we are sorry to hear of the extended timeframe with your return evaluation on order NA34416189. Our systems are showing that your return was verified and a refund credit in the amount of $89.99 USD was issued on 01/23/25 back to your original form of payment AfterPay. Please allow 1-5 business days for funds to process. We hope that this information is helpful!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22848642 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22848642, and find that this resolution is satisfactory to me.
This complaint has been resolved. I received the refund today

Regards,

D**** ******
Initial Complaint
Date:01/21/2025
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 ordered shoes that they said were no longer available but already shipped and said that a refund was issued but i never received anything.
Business Response
Date: 01/22/2025

We are very sorry to hear about you not receiving all of the items on your order NA36156258, we know it can be frustrating when these types of situations occur. Our system is showing one of the three items didn’t process correctly, M TASMAN Item No: 5950-CHE-08. The funds you saw when placing the order were simply an authorization hold, because this item did not ship our system cued a release of funds in the amount of $110 USD back to the original form of payment on 12/14/24. This release will not show as a credit, instead the $110 amount of the transaction that was pending should dissolve. If you are still seeing a pending transaction, we would advise contacting your payment provider. We hope this information helps to clarify.

Feel free to reach back out to us here on BBB or directly at [email protected] with your BBB ID # 22831138 if you would like any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/24/2025

Complaint: 22831138

I am rejecting this response because:
hi good morning im going through my emails transactions and all & there is was no pending transactions nothing of $110 it was taken and not given back simple. if there is documentation on your end that you guys actually sent the refund then fine i would be happy to take it up with the bank but i honestly didn’t get anything they said there was goin to take a few business days but its been over a month.

Regards,

D****** *******

Business Response
Date: 01/27/2025

We are sorry to see that you are rejecting this response. Our systems are showing the initial authorization hold on order NA3******8 was in the amount of $420 USD on 12/13/24. When 2 of the 3 items shipped, the authorization hold was converted to a charge in the amount of $310 USD on 12/14/24. Because the third item did not process correctly in our systems no charge was applied on the remaining $110 and we are showing a release of funds in the amount of $110 on the authorization hold that processed on 12/14/24.

As stated in prior contact, this will not show up as a refund because no charge was ever applied, the pending transaction authorization hold for the $110 should have dissolved leaving only the charge of $310 for the 2 items received on NA3******8. If this is not the case in your statement, we would advise contacting the payment provider.

We hope this information helps to clarify!

UGG Customer Care Team
Initial Complaint
Date:01/16/2025
Type:Delivery Issues
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 received a pair of HOKA Transports for Christmas and loved the style and color, but realized that they were a bit narrow and needed to get a wide fit instead. These were a gift purchased locally, so I went through the return process for a gift without receipt. The process was over 5 weeks without any update given from HOKA. I received the shoes back yesterday with the return declined saying that they were "out of warranty" HOKA said the shoes were made in 2022 but I live in a small Montana town and our shoe store that sells these is small- we often don't get the latest styles as fast as other areas The MAIN problem was that HOKA returned these shoes to me without their original box and without their laces (this pair came with two sets of laces because the stretch pair they returned doesn’t hold for some people) so now I cannot return them locally or try to wear the shoes. These retailed for $150 locally. The HOKA warehouse literally stole the box and laces. Customer Service did nothing about this other than try to offer a 10% discount and to explain that even they don’t agree with the way the warehouse handles returns. I have bought HOKAs for years because their shoes have been so helpful in keeping me active with my Rheumatoid Arthritis. I've had a few issues with their customer service this year and I'm not confident that I will continue purchasing HOKA. I am SUPER disappointed.

I attached a few photos of what the shoes looked like when I sent them for return and then one of the box the shoes came back in without the laces.
Business Response
Date: 01/17/2025

We are very sorry to hear about the scenario with your retail warranty evaluation being denied on your gift and you not receiving the product box or extra laces back when the item was returned, our apologies. We will be happy to start a photo evaluation of your item as a one-time courtesy. Please provide any of the requested information you do have in the format shown below. Once your information has been evaluated, we 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

• If available: A copy of a receipt or credit card/bank statement showing the purchase date

You can reach out to us directly at [email protected] with your BBB ID # 22820896 to verify the requested information.

HOKA Customer Care Team
Customer Answer
Date: 01/25/2025
Hello,
You can mark this complaint as resolved and that the customer was satisfied. Deckers ended up responding and replacing the item. This replacement arrived today. I am pleased with their resolution of this issue.
With Care,
A********
Customer Answer
Date: 01/27/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22820896, and find that this resolution is satisfactory to me.
You can mark this complaint as resolved and that the customer was satisfied. Deckers ended up responding and replacing the item. This replacement arrived today. I am pleased with their resolution of this issue.
With Care,
Regards,

A******** *****
Initial Complaint
Date:01/16/2025
Type:Billing Issues
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 purchased several pairs of size 6 uggs shoes for my 10 year old daughter. When purchasing through the uggs website they offers "$20 rewards/coupons" on future purchases for each $200 spent. I used these $20 rewards to purchase the pairs of shoes over the course of a month. Upon receiving the items and having my daughter try them on they all fit differently. I needed to return all but one pair of her size 6 shoes. Some items were out of stock, so we had to purchase at full price locally or wait for them to be back in stock. Unbeknownst to me I we would loose each of the $20 rewards used to purchase those items even if I was returning and waiting for an exchange. Our daughter now has size 6, 6.5, and 7 shoes. It was inconvenient to return the items especially since they all should be the same size. On top of that uggs will not return or credit the rewards points used to purchase the items. If the items were all the same size 6 I would have paid $40 less. Since all uggs size 6 are not the same I had to pay the $40 extra and uggs did not care when I brought it to their attention.
Business Response
Date: 01/16/2025

Thank you for reaching out! We are sorry to hear about the product sizing and UGG Rewards points issues with your recent orders. Regarding the sizing variance with your daughter’s pairs. Our products feature natural wool material that is unique to each pair; due to this, the material can vary by texture and thickness on each set, apologies for any disappointment.

After reviewing the purchase history and UGG Rewards coupons we are going to issue you 2 new Loyalty coupons as a one-time courtesy because we can see both were used on items that were returned and neither coupon was reissued to you after the returns processed. You should receive an email shortly with your new Loyalty coupons LOY241121595345 and LOY241121595057 plus additional details. We appreciate your understanding.

Feel free to reach back out to us here on BBB or directly at [email protected] with your BBB ID # 22817644 if you would like any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/16/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22817644, and find that this resolution is satisfactory to me.

Thank you for your time and help,

G****** ****
Initial Complaint
Date:01/14/2025
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.
Placed an order on 12/16/2024 Order NA******70. Total of item 178.20. Order shipped out on 12/17/2024. Delivered 12/18/2024. It was delivered via ups. However it doesn’t show. I waited to the following day 12/19/2024 to see if I got the package but did not. I reached out to uggs on 12/19/2024 to report missing package. They informed me a case was open and I have to wait 15days. I been reaching out to the on multiple occasions regarding the case and I never got response. It’s now 01/13/2025 and reached out again and they told me oh we haven’t reached 15days yet. Now I am mad. I don’t have my package that was a Christmas gift and we now almost a month has passed and no one is assisting me with my missing package nor trying to refund me back
Business Response
Date: 01/14/2025

We are so very sorry to hear of the shipping issues with order NA******70, we know how frustrating it can be to not receive a delivery. Our systems are showing your initial claim opened 12/19 and UPS has not responded to this point. We can also see that the Customer Care team did recently attempt to reach back out to them regarding the pending UPS investigation.

Our protocols dictate that we have to wait until the UPS investigation has been concluded before assisting further. If the UPS claim is approved, we can then proceed with a refund for the missing item within our protocols. Once the investigation has concluded you should receive an email from UPS with the determination. We hope this helps to clarify. You should also be able to contact UPS directly at ###-###-#### if you have questions.
Feel free to reach back out to us here on BBB or directly at [email protected] with your BBB ID # 22807578 if you would like any further assistance.

UGG Customer Care Team
Customer Answer
Date: 01/21/2025
Hello, this is issued is not resolved I have been going back and forth with Uggs regarding not receiving my package. I even provide a dispute this Afterpay for refund but they informed me Uggs stated that I got my package and they can’t help even after stated a case was open regarding this issue. I have proof what Afterpay sent me as well if need. This is ridiculous that Uggs is lying company. For them to say I did get the package to Afterpay but tell a case was open on 12/19 which a month ago is crazy is this company is disgusting and I will be filling a lawsuit
Initial Complaint
Date:01/13/2025
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 Ugg slipper at the end of Sept 2024, within a couple of weeks the fur on them started to wear off, I contacted Uggs and they instructed me to mail them back to be covered under their 1 year warranty. I spent money to mail it back and made sure to include receipt which was from an authorized reseller, I received my ugg slippers back 3 weeks later with a letter stating they denied warranty due to it being out side of one year, when it's clearly within the year and receipt was proof of that. Why would they say they have a one year warranty when they don't honor it and make customer pay return shipping? This is very shady business practice!
Business Response
Date: 01/14/2025


We are very sorry to hear about the scenario with your retail warranty evaluation 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. Once your information has been evaluated, we 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)

You can reach out to us directly at [email protected] with your BBB ID # 22807067 to verify the requested information.

UGG Customer Care Team
Initial Complaint
Date:01/13/2025
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.
Purchase Date: 11/30/23
From: Ugg Store
Warranty period: 1 year manufacturer warranty for defects in materials and craftsmanship
For: Z***** size 8.5 winter boots that tore along the seam after a couple wears
Warranty claim submitted: 11/22/24
Warranty arrived to Ugg: 11/29/24

I mailed my Uggs in to be warrantied because they got a tear along the seam after just a couple of wears over the winter. Weeks later they arrived back to my house in the mail with little to no explanation. The letter states that they regret to inform me that they were not able to accept the return because the Ugg brand product warranty period had expired. However these arrived to Ugg within the warranty period and I have tracking to prove it. In addition, I mailed these in the nice of box they come in and that I store them in, and they returned the boots to me without the original box and in a deckers shipping box without my nice ugg box for storing.

My first issue is that the did not warranty the boots that had a manufacturers defect along the seam and look brand new. I also had to pay almost $15 just to send these in for warranty. Another issue is that they were returned to me without the Ugg box. I tried calling numerous times but customer service has no connection to the returns department and cannot help. I also tried to email [email protected] for assistance and did not get a reply. I believe they should have been warrantied and were wrongly denied as out of warranty when they should have not been as they were in Uggs possession before the 365 day warranty expired.
Business Response
Date: 01/14/2025

We are very sorry to hear about the scenario with your retail warranty evaluation RA00619883_RCRT being denied and you not receiving your UGG box back. 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. Once your information has been evaluated, we 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)

You can reach out to us directly at [email protected] with your BBB ID # 22801907 to verify the requested information.

UGG Customer Care Team

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Deckers Retail, LLC is BBB Accredited.