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:01/13/2025
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.
Subject: Complaint Regarding UGG Order #NA3*****10
I am writing to formally file a complaint against UGG regarding an issue with an online order that I placed on January 6, 2025 (Order #NA3*****10). I paid a total of $187.24 for the item, including expedited shipping, as the order was guaranteed to arrive by January 9, 2025. However, I was informed that the delivery has been delayed until January 13, 2025, which renders the purchase entirely useless to me.
The reason for selecting expedited shipping was because I am traveling out of the country on January 12, 2025, and needed the item before my departure. Upon noticing the delay, I contacted UGG on January 9, 2025, at approximately 9:00 AM EST and spoke to a representative named Katie. She informed me that I could call back on January 10, 2025, to request a $20 refund. Unfortunately, this resolution is insufficient and unhelpful, as the shoes will not arrive in time for my intended use.
I find this experience extremely frustrating and unacceptable. The expedited shipping fee was an additional expense that came with a guarantee for timely delivery, which has not been honored. Furthermore, UGG's proposed solution does not address the fact that I will not receive the item in time for its intended purpose, nor does it make up for the inconvenience caused.
I am requesting that UGG issue a full refund for this order, including the expedited shipping fee, as I will not be able to use the item once it arrives. I am also asking the BBB to intervene to ensure that UGG honors its commitments and improves its handling of customer service and shipping issues.
Please let me know if additional information is required to proceed with my complaint. I appreciate your assistance in resolving this matter.
Sincerely,
A*** *******
###-###-####
**************@gmail.com
Business Response
Date: 01/15/2025
We are very sorry to hear about the delay in shipment of your order NA3*****10, we know it can be frustrating when shipping takes longer than expected, our apologies. Our systems are showing UPS tracking 1Z208W381297497935 estimated delivery is today 01/15/24. You should be able to follow the shipment status via this link: bit.ly/4hcKfAP
Feel free to reach back out to us here on BBB or directly at [email protected] with your BBB ID # 22798015 if you would like any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 01/15/2025
Complaint: 22798015
I am rejecting this response because:I told your customer service representative that I was travelling to Turkey on the 12th of this month and I was expecting the shoes on the 9th since it was an expedited shipment. What am i going to do now? I cant return it because ill be out overseas for the next 3 months. I don't have anyone to help me return it back in the states.
Regards,
A*** *******Business Response
Date: 01/16/2025
We understand your frustration with the delivery timeframe and know shipment issues can be difficult when heading out of the US. However, we are not able to issue a refund without having the item returned and verified at our warehouse. You are more than welcome to send the item back for a return evaluation once you are back in the states in 3 months. Our apologies for any inconvenience.
Feel free to reach back out to us here on BBB or directly at [email protected] with your BBB ID # 22798015 if you would like any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/13/2025
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 purchase an UGG allora quilt set online. About a week after having it, the fabric started falling apart due to poor workmanship. I contacted UGG warranty support via online chat on 11/22/2024. The agent I spoke with said that it had a year warranty and based on pictures and complaint of product it would be covered under warranty but I needed to send it in to their warranty department with shipping cost being my responsibility. I agreed and sent it in. Almost a month later, I received the same quilt set back with no information. I called in to UGG customer service on 1/9/2025 and asked what was going on. The agent said the notes said it was denied due to "water damage" but couldn't explain or have any idea what that meant. In further conversation she found out that there is no warranty on bedding products even though I was told there was and sent it in via UGG's included warranty claim. She said I was mis quoted and escalated the call for a supervisor to call me back. Today, 1/10/2025 I received a call from a supervisor (Leslie) stating that they reviewed information but would not cover the replacement or equivalent value in store credit. She said they could refund shipping charge and acknowledged that I was quoted as there being a warranty on the product but she would not do anything else to honor that or correct the issue. I asked to speak with her supervisor and she said there was no one else I would be able to speak to and it is case closed. I would like a refund for the amount the quilt set value is or a replacement.Business Response
Date: 01/15/2025
We are saddened to hear about the issues with your Allora Quilt Set. This quilt set is actually manufactured by a third party company that takes the collaboration of UGG to make these blankets and distributes them. Because of this is not being manufactured by us, it would not be accepted by our Returns Department under warranty. This is the reason why it was simply returned to you. We do apologize for the miscommunication regarding this when you reached out to our teams. It is likely they were under the impression that this is one of the blankets that we do in fact manufacture.
Since you redeemed your points to purchase this item we would strongly encourage you to work with United Mileage plus directly regarding any issues, as they would be the only ones that can offer any additoanl assistance on this if possible. Thank you for your understanding in this matter.
UGG Customer Care TeamCustomer Answer
Date: 01/16/2025
Complaint: 22795496
I am rejecting this response because: I was told via UGG customer service that it was covered under warranty and spent the money and time sending it back to UGG for a warranty exchange. UGG needs to stand behind what I was told by your company representative.
Regards,
J** *****Business Response
Date: 01/17/2025
We acknowledge that this situation may be causing frustration for you, and we sincerely apologize for any inconvenience it has caused. Please be assured that we will be sharing this feedback with the appropriate teams.
As previously stated, since the products are manufactured by a third-party company, we regret to inform you that we are unable to provide a replacement or refund. We recommend contacting United MileagePlus for any refund or replacement inquiries, as they have access to your order details and can further assist you with regards to your bedding set.UGG Customer Care Team
Customer Answer
Date: 01/21/2025
Complaint: 22795496
I am rejecting this response because: UGG is still not offering a solution to fix this situation. They have admitted fault that I was told it was under warranty and now are not honoring that. Now they are stating it is not made by them when it clearly is an UGG product and was accepted by customer service agent to be warrantied. This is becoming more and more deceptive and they need to honor and replace this product.
Regards,
J** *****Initial Complaint
Date:01/09/2025
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 had ordered a pair of Ugg boots thru their website but after placing the order I realized I used MY zip city and state for my friends address. it was supposed to go to **** * ****** Ave, Fresno CA but the city zip and state were wrong so it got sent to my city (Longview, WA) I’ve contacted the company to have the address changed but they tell me yo get in contact with ups. I contacted ups and they tell me to get in contact with deckers brands. it says the package is not eligible for shipment changes. I would like to cancel the package entirely since it’s being sent back to UGGS so I can replace the order, this package was meant for a friend and I’m very disappointed that it’s being delayed because of one minor issue that could have been resolved before it was SHIPPED out (I got in contact with your customer service immediately after noticing the address error, and pretty much told me to screw off)
account number: NA37****56 email address: [email protected] name:Bri faid ACTUAL address: **** * ****** Ave Fresno, CA 93726Business Response
Date: 01/15/2025
We are sorry to see this issue with the address on your order NA3******6, we know shipping issues can be difficult at times. Our systems are showing that UPS was having difficulty processing the address change request. If the address is not updated within 7 days, UPS will have it returned back to our warehouse. You should be able to access the status via UPS here: bit*********cq
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22791587 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/09/2025
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.
Purchased brand new pair of ultra mini uggs size 7 on Oct 26th 2024 for $165.38 from Ugg Store in Livermore CA. The seams in the shoes came apart in less than 2 months. Followed the instructions to ship back to UGGs back to manucfacturer on Dec 21 2024. UGGS mailed shoes back and said warranty was expired although the shoes were less than 2 months of age. Phoned central customer service number 888 432 8530 and told that the customer has no recourse, cannot speak to supervisor, cannot file a complaint, and no one available to disucss the claim. The store does not deal with shoe if over 30 days from purchase. So no one at UGGs, in person at the store or online or via phone takes accountability or provided any resolution, refund, repair, or replacement of a shoe that was $165 and came apart at the seams under 2 months from purchase date.Business Response
Date: 01/10/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start another 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 # 22791549 to provide the requested information.
UGG Customer Care TeamInitial Complaint
Date:01/09/2025
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 made a purchase for $286.00 during the holiday season. According to their rewards program which I am a participant I should have received a $20.00 with in 24-48 hours. The purchase was made 12/4/24. I have not received my reward. I contacted them several times only to be told they are backed up. We are well into the New Year and over a month after my purchase. When I call I’m told it should be sent with next 24 hours. That has happened several times. I can not return items although I’d live too as I feel like I could have shopped at other locations selling same products and received the holiday incentives except it’s well past that time and these were beloved gifts for my teenagers. Please assist!Business Response
Date: 01/10/2025
Thank you so much for reaching out, we are so very sorry to hear about any issue with your UGG Rewards points not being applied to your account, we know that would frustrate us as well. Our systems are showing NA34538463 was placed on 11/29/24 and we are not sure as to why the points did not apply. To correct this, we have credited your UGG Rewards account and created new Loyalty coupons for you LOY*********714 & LOY*********646. You should receive an email verification as well.
We greatly appreciate your patience and understanding regarding this issue.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22791225 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/09/2025
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.
I definitely need clarification on a recent pair of UGG shoes (Deckers Brand) that I requested a quality check on and exchange due to manufacturer defect. I shipped the shoes back to UGG as requested (I paid $25 shipping cost). I received notification (OVER a month after I shipped them to UGG as requested) that the shoe was out of the one year warranty (see picture one below). Additionally, this was explained in the letter (see picture two below). I provided a receipt that shows the item was purchased on October 27, 2024 (see picture three below).
When I called UGG on 1/8/25 to ask why my shoe was deemed out of warranty and get further clarification, I was told that I would not be able to talk to a supervisor and that my only option was to resend the shoes in using the same process I just used. This had already cost me $25 in shipping. After questioning some more, Jasmine (UGG employee) asked me for my factory code (F20024E). She confirmed the boots were manufactured in May 2024. I then continue to explain to Jasmine that today is January 2025 and that would not be a year (so the warranty should cover it). She would not explain.
I asked to speak to a supervisor several times during the 41 minute long conversation and was told that was not an option. I asked for a customer service number, that was not an option. Customer service refused to escalate my issue. Finally, I asked what my options were and was told the only option was to send the shoes back again with the same information. I then called again on 1/9/25 and made no further progress.
These are $100 plus boots that frayed less than two months after purchase. This is ridiculous and I’m hoping Jasmine is unfamiliar with procedures, and there are options or I can speak to a supervisor. I need an explanation.
The 4th picture/last picture shows 4 pair of Ugg shoes wore by the same individual. 1st boots-2 years old, 2nd boots-1 year old, 3rd & 4th boot-purchased the same time (late Oct 2024).Business Response
Date: 01/10/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start another 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 # 22789451 to provide the requested information.
UGG Customer Care TeamBusiness Response
Date: 01/10/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start another 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 # 22789451 to provide the requested information.
UGG Customer Care TeamCustomer Answer
Date: 01/13/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22789451, and find that this resolution is satisfactory to me.
Regards,
L***** ********Initial Complaint
Date:01/08/2025
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 Hoka shoes for my husband in July of 2024 (from their website) that cost $200. The interior of the heel of the shoes completely fell apart. We contacted Hoka in early December to have the shoes refunded or replaced. We sent the receipt, customer information, a copy of the chat and all necessary order numbers. When the shoes were returned today in the mail, we learned that the shoes were "out of warranty". They rejected the warranty because they feel the issues are wear and tear related. The shoes were 4 months old when he stopped wearing them and in all the tennis shoes we have purchased in the last 40 years there has NEVER been an issue with the heel wearing out. The warranty department made the determination that the shoes were not covered, the customer service department could not help me because they have no recourse once the warranty department makes a decision. Hoka would not allow me to speak with anyone in the warranty department that made decision that effects the replacement request. There was nothing I can do and no one that I could escalate the conversation to. I think it is sub par materials used in the interior of the shoe. I work with Older Adults and the Hoka brand is very popular, but becoming less so because of their very poor customer service. I feel like there are countless others with falling apart Hoka shoes that are not holding the company accountable because of the way I was treated by customer service with no resolution. Name one issue with shoes falling apart that could not be attributed to wear and tear, is their warranty ever. They are in the shoe business, people walk in shoes they are going to get used..Business Response
Date: 01/09/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start another photo evaluation of your item on NA30221208 as a one-time courtesy. Please verify 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 dateYou can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22786718 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:01/08/2025
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 a pair of shoes on July 3. I contacted the live chat on November 19 and sent pictures showing the bottom of my shoes coming apart. I was given a return label and sent them back under warranty. Last week I received the same shoes back with the notation out of warranty. I was told there was a year's warranty. I need my shoes replaced. They looked up my order while I was on the chat and confirmed they were still under warranty. Order #NA29****85. I contacted them by phone today and was now told that they decided it was normal wear and tear. Wear and tear for a $165 pair of shoes after only 5 months!! I need a replacement on these shoes.Business Response
Date: 01/09/2025
We are very sorry to hear about the scenario with your warranty evaluation being denied and will be happy to start another photo evaluation of your item on NA29****85 as a one-time courtesy. Please verify 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 dateYou can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22786051 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:01/08/2025
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.
DO BETTER HOKA!!! On 08/07/24, I purchased a pair of Hoka Bondi 8 shoes for my daughter who plays high school tennis. We paid $178 for what was supposed to be a great shoe. She only wore these shoes for tennis practice and matches, so approximately 6-8 hours a week for 10 weeks.
The material on the top and front of the shoes began ripping...on both shoes. There are holes in the material and the rubber sole on one of the shoes has lifted from the bottom of the shoe. She wore these shoes at most for 8 hour a week - only for tennis practices and matches.
I submitted a warranty claim to Hoka under their "one year" return policy. I paid for shipping and had the shoes sent to a warehouse in Indiana per their online warranty claim process. I included a copy of the original purchase receipt along with a note explaining what I have explained above - that she wore these shoes for 2.5 months for less than 80 hours total.
I received the original shoes back yesterday with a note that states "out of warranty". The shoes are now only 4 months old! I called and Customer Service said, "Once the warehouse makes a determination, there is nothing we can do."
COME ON HOKA/DECKER SHOES!!! You are charging nearly $200 for shoes that fall apart within 2 months! STAND BY YOUR WARRANTY!!! This is nothing but a drop in the bucket for you, however those of us buying these expensive shoes expect them to last more than 2 months!
I am a single parent and I cannot afford to purchase another $200 pair of shoes for my daughter who still needs shoes for tennis. I have been a HOKA customer for several years, but now - with this lack of customer service and not standing by your warranty, I will no longer be purchasing your products. Not only is this super frustrating, it's very disappointing.
I will be filing a complaint with the CA Dept. of Consumer Affairs. I will also be seeking legal counsel about a possible class action lawsuit. See all of the negative reviews online!Business Response
Date: 01/09/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start another 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 also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22783983 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:01/08/2025
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 am filing this complaint due to HOKA’s decision to deny my warranty claim for a pair of shoes that appear to have a clear manufacturing defect.
After only six months of use, the rubber on the front of one shoe tore off, and the other shoe shows signs of similar separation. This is not consistent with normal wear and tear, especially since I use my shoes as intended and take great care of them. Given HOKA’s reputation as a premium brand, I am deeply disappointed by the lack of accountability for what seems to be a defect in construction or materials.
Washington State’s implied warranty of merchantability (RCW 62A.2-314) requires that products be fit for their ordinary purpose. These shoes, in their current state, fail to meet this standard. I requested a warranty replacement, but HOKA denied my claim without providing clear evidence that the issue was not a defect.
I am seeking a resolution in the form of a warranty replacement or a full refund. I would also like clarification on how my claim was evaluated and the criteria used to reach the denial decision.
Desired Outcome: Warranty replacement or full refund.Business Response
Date: 01/09/2025
We are very sorry to hear about the scenario with your retail warranty evaluation being denied and will be happy to start a photo evaluation of your item on NA2****368 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 dateYou can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22782836 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/16/2025
Complaint: 22782836
Name: B**** *****
Email Address: [email protected]
Telephone: ###-###-####
Complete Shipping Address:B**** ********* *** **** **** ****Seattle, WA 98121
Name of Item: M Solimar
Model of shoe (S/N): ****************mens-fitness/solimar/1123074. html
Color: black / white
US Size: 8.5EE
How often is this product used? 3-4 times per week in the gym
Where was the item purchased? Hoka website
When was the purchase made? 6/9/2024
Brief Description of the Defect: The rubber in the front of the shoe has ripped off after only six months of use. The other shoe shows signs of the adhesive behind the rubber.
Regards,
B**** *****Business Response
Date: 01/17/2025
Thank you for providing the information. We are pleased to inform you that we can offer you a replacement for your Men's Solimar shoes in size 8.5 wide as a one-time courtesy. Unfortunately, the black/white color is currently out of stock and we do not have any restock information available at this time. However, we do have the black/black color available for you to consider. If you would like us to proceed with placing your order for this color, please let us know. Please be aware that this courtesy offer is valid for one year, so if you prefer to wait for the black/white color to potentially become available, please inform us. Additionally, kindly confirm your shipping address so we can promptly process your order.
You can reach out to us at [email protected] with your BBB ID # 22782836 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/21/2025
Complaint: 22782836
I'd like to wait for the shoe to come back in stock.
Regards,
B**** *****
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