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:01/06/2025
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 a Better Business and a Consumer Financial Bureau
Complaint against UGG Corporation they refuse to honor the warranty for my
boots that I purchased. The employee lied and said I did not return the boots
before the warrant expired. I returned the boots a month before the warranty
expired. The failed to honor the warrant I am requesting a full refund. Please
see the date of the return and a copy of my purchase order showing the date I
purchased the items, and the return date stamped on the form. The boots were
received on October 17th, 2024, per the stamp employee initial VC.
The shoes were ordered on November 8th, 2023. Therefore, they were
returned before the warranty expired.
Business Response
Date: 01/07/2025
We are very sorry to hear about the scenario with your retail warranty evaluation and will be happy to start a photo evaluation of your item on NA21802420 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 # 22771243 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:01/06/2025
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 contacted UGG Canada regarding a warranty claim on a pair of shoes that fell apart within UGG's warranty time frame and UGG has stopped responding despite multiple attempts to obtain an update on my warranty claim. UGG is not honouring their warranty. I would like a full refund on my purchase.Business Response
Date: 01/07/2025
We are sorry to see any extended timeframe on your warranty evaluation requests, we know that it can be frustrating when updates do not occur as expected. After review, we can see that the Customer Care team did offer a Photo Evaluation of your item which could be eligible for a site credit in the amount of the product value if approved. Please continue to attempt to respond to that email thread with all the requested information in the format provided for further assistance regarding this.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22765518 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 01/08/2025
Complaint: 22765518
I am rejecting this response because: This is not a solution. My warranty time limit will run out before the business responds. I have been emailing and texting REPEATEDLY and have received no response, so I am not satisfied with the business' suggestion to just keep doing the same thing.
Regards,
N***** ******Business Response
Date: 01/10/2025
We are sorry to see you are rejecting this response. After further review we can see that you did send the information requested via email in response to the email you received from that team. Our apologies for the delay in response to that email. We have created a notification for that team regarding this and hope that you will receive a response soon.
UGG Customer Care Team
Initial Complaint
Date:01/02/2025
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.
12/22/2024
$400.00
My order was delivered to the wrong address. The photo isn’t of my house. The mail carriers keep taking my mail to this address. I haven’t been offered a refund.Business Response
Date: 01/03/2025
Dear C********,
We are very sorry to hear of additional shipment issues, we can also see there was an issue on a recent order earlier in December as well. Our systems are showing NA36835101 was delivered, and claims have been opened on both the UPS tracking 1Z2079RR*********9 and FedEx tracking 435*********.
Because of the value of the order and the repeated incidents regarding delivery to this address our protocols dictate that we have to wait until the investigations have been concluded before assisting further. If the UPS and FedEx claims are approved, we can then proceed with a refund for the missing item within our protocols. We hope this helps to clarify!You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22758357 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 01/03/2025
Complaint: 22758357
I am rejecting this response because:
I provided proof they’ve taken my order to the wrong address.
Regards,
C******** ******Business Response
Date: 01/07/2025
Hello again C********,
We are sorry to hear that you are rejecting this information. After conducting additional research, it appears that your concern is currently being addressed by our Customer Care Team and that claims have been created on both tracking numbers on order NA36835101. If either claim is approved, we can offer additional options for the item on the approved claim. However, our protocols require UPS or FedEx investigations to be approved before we can offer any potential resolution. You should receive email notifications from the shipping agents when each of the investigations has concluded.
UGG Customer Care Team
Customer Answer
Date: 01/07/2025
Complaint: 22758357
I am rejecting this response because:
I’d like for a full refund for the missing items. Whether or not they approve it. The items were delivered just not to the correct address that was out of my control I shouldn’t be penalized for these missing items. Decker has the ability to approve my refund proposal and is looking for a reason to keep my $400.00.
Regards,
C******** ****** 'Customer Answer
Date: 01/10/2025
I did NOT give this company permission to submit a request on my behalf. I want a full refund for my missing order the items I haven’t been recovered. You can’t defraud a postal investigation by submitting a request on my behalf. Obviously if the marked it delivered someone got my order and if complaining it’s missing then it wasn’t me.Initial Complaint
Date:01/02/2025
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.
Returned shoes on 11/25/24 and were received by Hoka on 11/29/24; however, we did not receive a refund. We called several times to resolve the matter but nothing has been done. The shoes were not worn.Business Response
Date: 01/03/2025
We are sorry to hear of any delay in the warranty return evaluation request on order NA*****649. We can confirm that 1ZX04A179********* was delivered to our warehouse. However, we do not see that an evaluation determination has been made yet. Our apologies for the extended timeframe as our warehouse is experiencing a very high level of volume this time of year.
We can see a task has been created by our Customer Care team to notify the warehouse of this delay. Once a determination has been made by our warranty evaluation team you should receive an email with additional details. We greatly appreciate your patience regarding this matter.You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22757895 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/10/2025
Complaint: 22757895
I am rejecting this response because: I have been told this many times and I am now obligated to pay for something that I no longer have. The shoes were returned in new condition and the company needs to stand behind their warranty and credit by charge expeditiously.
Regards,
J** *********Business Response
Date: 01/15/2025
We are sorry to hear that you are rejecting this response. Our teams have reached out to the processing center regarding your return and will be issuing a full refund to you regarding order NA*****649. You should receive an email from the processing team with additional details shortly.
HOKA Customer Care Team
Initial Complaint
Date:01/02/2025
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.
Date of Transaction: August 21, 2024
Amount Paid: $165 (+ tax and fees)
Item Purchased: Pink W Bondi 8 Wide, Size 6.5D, Quantity: 1
Order Number: NA3*****46
I purchased a pair of Hoka W Bondi 8 Wide shoes, which were delivered on August 21, 2024. I began wearing the shoes in late October 2024 and, within just over a month of use (end of October to early December), the soles started falling apart. This is not normal wear and tear, as the shoes have become a tripping hazard and are unusable despite minimal use over a short period. I work in a restaurant and am on my feet from 9 AM to 9 PM, six days a week. In my many years of working in this industry, I have never had a shoe degrade in quality this quickly.
When I noticed the issue, I reached out to Hoka customer support on December 8, 2024, just after the 90-day return window. I initially requested a replacement, but given the poor quality and inconvenience, I now request a full refund.
Hoka’s warranty should cover this defective product, as it is clear this is not due to misuse or excessive wear. The shoes were purchased with the expectation of durability and comfort, as advertised, yet they failed to meet those standards. The quality issue was not resolved, and reaching out to Hoka was a hassle during the holiday season, given my demanding work schedule.
I would like Hoka to issue a full refund for this defective product or, at the very least, provide a replacement pair of equal or better quality.Business Response
Date: 01/03/2025
Hi C********,
We are sorry to hear about the issue with your pair. It sounds like your Bondi on order NA3*****46 could potentially be covered under our one-year manufacturing warranty. Please visit our site here bit.ly/HOKAWrnty to get your return form for inside the box and be sure to include a copy of your receipt in the box with the return form (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty). Please allow 10-15 business days from warehouse receival date for product warranty evaluation. If you could please verify the following contact information, we will gladly get a one-time courtesy complimentary return label sent your way:
Name:
Email:
Phone:
Complete Shipping address:
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22754587 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/06/2025
Complaint: 22754587
I’d like an apology from HOKA and its employees for clear lack of failure to identify this issue and for absolutely zero empathy for the situation, despite providing photographic evidence and dated incidents, and the fact that upon more research online, this shoe has had several complaints consistently about the same defects so it should have been no surprise to HOKA and their staff that this shoe should have been covered under warranty.HOKA needs to: send a sincere apology, acknowledging their initial customer services’ response was inadequate and inappropriate. Train their staff on what “normal wear and tear means.” Send over this same shoe and 1-2 other shoes of the same size because this specific style seems to have this issue and we do not ever want to deal with HOKA customer service again.
Name: A** ***
Email: c********.******@gmail.com
Phone: **********
Complete Shipping address: **** * ********* **, Algonquin IL 60102
Regards,
C******** ***Business Response
Date: 01/07/2025
Hello again C********,
We are sorry to hear that you are rejecting this information. We understand how disheartening it can be when items don’t meet the longevity expected and apologize for any inconvenience. We have created a UPS pre-paid return warranty evaluation request shipping label tracking 1Z9063AR*********6 and emailed it to C********.******@gmail.com. Please follow the instructions in the email to send this item back for warranty review. Once your item has been evaluated by our warranty team you should receive an email with the determination. We greatly appreciate your patience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22754587 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/13/2025
Complaint: 22754587
I am rejecting this response because: I need a replacement shoe first. What is my mom going to wear in the meantime? She literally had to tape her shoe together to wear it. You can send a replacement at the same time and we will send back the original once it’s received. It’s obvious this is manufacture defect
Regards,
C******** ***Initial Complaint
Date:12/31/2024
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.
Order no NA3*****31_EX. I returned my boots and Ugg confirmed receipt on 13 December ***** ** ****** ***** Marino Valley, Ca. 92551. I have not received my refund and I’m told they don’t know why and there’s no manager to speak to. I have provided all tracking info and waited my 10 days with no solution or refund. Tracking info picture is attached and is the 1st item as I also sent 2 items to Amazon that same day.Customer Answer
Date: 01/01/2025
I recognize email from Stephanie at Ugg customer care and she states she processed my refund for immediate release & I should have it back in my account within 3-5 daysBusiness Response
Date: 01/02/2025
Sorry to hear about the delay with your return NA3*****31_EX_RT processing. Our warehouse teams are experiencing a very high volume this time of year. Our systems are showing that this issue has been expedited, and a refund has been issued by our processing teams back to your original form of payment. Please allow 1-5 business days for funds to apply. Our apologies for any inconvenience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22750410 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/30/2024
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.
Horrendous customer service. It's been a while since I've experienced such an ungrateful and unaccountable company. I suppose UGG has allowed its popularity to carry them without having to earn customers' business. I've had two terrible experiences recently. One was when I was exchanging a shoe size and successfully returned my item on time. A week later, I received an email that the product I exchanged it for was now out of stock. Who allows a customer to exchange a product, return it, then tell them nevermind, we can't follow through on sending you the item you returned it for. I would've rather kept my original item if I knew that was going to happen.
The second experience was with a back-ordered item. I placed the order expecting the item to be back in stock by 12/28. I received an email last week telling me the item is now back in stock, and it'll be heading my way shortly. Yay, right on time. I had already waited a few weeks, so it was great news to still get my item close to the holidays since it was a gift. A few days later (today) I just checked the order status, assuming it would be shipped by now, and it says my item is still on back order and now won't be received until 1/14/25, weeks after I was promised. Why did I receive an email stating it was back in stock? I contacted customer service. What an absolute laughable joke. "You have two options: cancel your order or wait". That's what I'm told. No one cares about the weeks I've wasted, no one cares about getting an email saying the item was heading to me but then wasn't. They told me it "must've sold out again". Absolutely zero accountability. Imagine running a company, messing with your customers time and money, and doing absolutely zero to make it right. What joy that must be to just take, take, take and not care about the people paying your bills. Truly DISGUSTING.Business Response
Date: 12/31/2024
We are incredibly sorry for the negative experiences, thank you for sharing your feedback with us, it is greatly appreciated. When an exchange request is made the site does state that exchange requests are subject to item availability and processing. If there is any issue during the request processing our system will cue a refund to the original form of purchase. Our apologies for any inconvenience.
When a backorder date is given, this is the estimated date that we are expected to get more of this item in stock. Our systems are showing the backorder item M TASMAN JOGGER on order NA36022187 did finally receive an update via FedEx tracking 436083511915 and is currently estimating 01/02/25 as the delivery date. You should be able to follow the shipment status via FedEx here: bit.ly/40dqvHw
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22746272 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:12/30/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have been arguing with your company since Christmas Eve. Several weeks back, I placed an order for a pair of Uggs ultra mini platform in Ice blue size 6. After a long wait, to my surprise, on Christmas Eve, a box came from Uggs, but it was a totally different order! I was sent a Tasman shoe in size 11 and chestnut color. I have been fighting to speak with a supervisor ever since. Your company destroyed my Christmas. The shoe I want is now no longer in stock and the only place it's sold now is on stockX for nearly $300.
On Christmas Eve, your supervisor refused to even do an advance return and said that I would have to wait ten days after you receive the item to get my money back. This is ridiculous considering it's not my fault your company sent me a totally different shoe in a totally different size and color.
Nobody has offered me an acceptable resolution thus far. After numerous calls, one agent offered to give me $15 and another Katie to do an advance return. It made me so mad these agents say they are doing it as a one time courtesy and gesture of good will as if they are doing me a favor. I'm not the one who made a mistake! They shouldn't make it seem like they are doing me a favor. Nobody was apologetic at all. Nobody was able to tell me where the shoes I ordered went!
I demand the following:
That a UPS agent comes and picks up this order. I shouldn't have to waste my gas money to bring back this order or that in the alternative you just let me keep the shoes at no expense and I donate them or give them away.
That I get an advance return and you release my money back to me immediately to my original form of payment.
That I get the extra $15 to my original form of payment as the agent Jesse previously offered. This is nothing, but a small consolation.
That you use best efforts to locate the shoe I wanted if possible.Business Response
Date: 12/31/2024
Hello C*****,
We know it can be very frustrating when incorrect items are received on shipments, especially this time of year, our apologies for any inconvenience. Unfortunately, mistakes do occur at times, and we are very sorry that the original product ordered is not showing available inventory in the size and color desired at this time. After reviewing your Customer Care team communication, we can see that a task has been created regarding this issue and that you should receive a phone call from one of our Customer Care Supervisors. Please continue to attempt to work with that team directly regarding this issue.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22744455 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 12/31/2024
Complaint: 22744455
I am rejecting this response because I have waited since December 24th for a phone call from a supervisor and thus far have not received one. They are not telling me what they will do about the shoes they sent. If they want back the shoes, they should have UPS do a pick up. I shouldn’t have to drive myself and waste my gas money. I was also promised an advance return and $15. I want my money back.
Regards,
C***** ******Business Response
Date: 01/02/2025
Hello again C*****,
We are sorry to hear that you are rejecting our response. Due to the semi-automated warehouse process, occasionally incorrect items can be sent on orders, we do apologize again for the incorrect item shipment. When incorrect items are shipped out, our protocols do require the item to be sent back to our warehouse. Our systems are showing a prepaid UPS QR code was sent to your email on 12/24/24 so you can ship the incorrect item back to us. We can also see that you have been in contact with a Supervisor via email and that you are in the callback queue for a phone contact from a Customer Care Supervisor, callbacks are made in the order that contacts are received. We appreciate your understanding and hope that you hear back from them soon.UGG Customer Care Team
Customer Answer
Date: 01/03/2025
Complaint: 22744455
I am rejecting this response because:You did not answer any of my questions. Will UPS come and pick up the item? Why can’t your company schedule a pick up with UPS where the agent comes to the house and picks up the item? Why should I have to drive because of your gross mistake? Also will I get an advanced refund as well as the $15 extra I was promised. Thanks.
Regards,
C***** ******Initial Complaint
Date:12/30/2024
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 Hoka Asahi 6 Nimbus Cloud shoes on March 22, 2024. The shoes within months degraded on the heels so that the plastic supports were digging into the Achilles tendon area and could no longer be worn. I returned the shoes on 12/11/24 via UPS to the address stated per the 1 year warranty policy stated on the Deckers Brands / Hoka websites under return number RA******37_RCRT asking for a refund. The shoes were returned with a letter stating that the product is out of the one year warranty period and an inspection sheet that is dated 12/19/24 with OUT OF WARRANTY circled on it. The warranty CLEARLY states one year from date of purchase. The shoes were clearly damaged and unwearable and were well within the one year warranty period. I am seeking a full refund of $113.36 per the receipt I provided when I returned the shoes.Business Response
Date: 12/31/2024
Hi R******,
That is unfortunate to hear of this issue with your HOKA pair and we are so sorry that the warranty evaluation was rejected. We will gladly accommodate a photo evaluation of your item to see what additional options we can explore 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:
Model of shoe:
Color:
US Size:
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 your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date 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 # 22742603 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 01/01/2025
Complaint: 22742603
I am rejecting this response because: All of this information was already provided to you per your warranty submission requirements and the shoes were already shipped to you at my expense on December 11, 2024. You rejected the warranty claimed based solely on purchase date being out of warranty however I’ve given proof that this isn’t true. I’ve provided you both photos and the actual shoes. My email is [email protected] Model of the shoes are Hoka ARAHI 6 Nimbus Cloud/Rose Gold 10 D wide. Purchased on March 22,2024 (see attached receipt) from 6pm.com for $113.36 The left shoe has worn on the interior of the heel so that the plastic support is all that is left and digs into the Achilles tendon area making the shoes unwearable. I made the initial claim to you and shipped the shoes to you on 12/11/2024 which is within YOUR one year warranty period. All photos you have asked for are attached, including original receipt and your rejection letter stating the warranty period was over one year from purchase date.
Regards,
R****** ********* ****** Road
***** *******, Ohio 44070
Business Response
Date: 01/02/2025
Hello again R******,
We are sorry to hear that you are rejecting this information. Our teams would be happy to take a second look via the photo evaluation offered in the prior message. If you would like further assistance regarding this potential warranty issue, please verify the information requested in the prior message in the format shown and we will gladly take another look at your potential warranty item.
HOKA Customer Care Team
Customer Answer
Date: 01/02/2025
Complaint: 22742603
I am rejecting this response because:I provided everything that was requested in the last message!!Look at the prior message for ALL the information requested for the second time! I want a FULL REFUND the product is well within the warranty period!!
Regards,
R****** *****Customer Answer
Date: 01/14/2025
Hello, I am getting the runaround from the business. I have provided the information they requested twice and they keep telling me to send the information. This is after they already evaluated the shoes at their facility and rejected the warranty claim based on out of warranty period when it clearly wasn’t. I am frustrated they are just playing games to get me to go away before the one year warranty period IS actually up in late March. Can someone help me and tell the business they have all the information they demanded?? I have done everything they asked over and over please help!!Initial Complaint
Date:12/30/2024
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 12/26 I go into the store. I let the sales associate know that I’m here to do an exchange. She looks at the shoes and tells me that they’re out of stock in that color. OK fine so she asked me what size did I need I told her a size 10, she goes over grabs the correct size for me and tells me to go up to the register I go up to the register and you’re supposed manager Latara calls me up to the register so that I can begin the process. She looks at the shoes and let me know that since the shoes have been previously worn that she is not able to do the exchange. OK that’s fine and I ask her how much would it be if I just purchased the new pair of shoes she tells me $148 and that’s what tax. OK,fine. I ask her since the size 9 was too small for my daughter. Does she think that the size 10 would be the perfect size she opens the box takes one of the shoes out of the box and we evaluate the shoe and I let her know that my daughter has white feet Basically come up with an agreement that I will just go ahead and purchase the shoes and if they were too small, then I could just bring them back to replace them for the size 11. She puts the ones back in the box and proceeds to ring me up. When I get home, my daughter opens the box, tries on one shoe and notices that the other shoe is the same foot. She tells me and I tell her OK put the shoe back in the box and I’ll take the shoe back to the store tomorrow to get the other foot for the right size. I called the store in the morning. I speak to Yasmin and she goes ahead and put the correct shoe in the back for me to pick up for the exchange when I get to the store I go up to the register and another lady goes in the back and grabs the shoe Again. I am met with latara She proceeds to tell me oh I never make mistakes like this and sees that the other shoe is a size 7 and it isn’t from the other shoes I was looking to exchange. She kicks me out of the store When all I wanted was to do an exchange for the correct foot.Business Response
Date: 12/31/2024
We are terribly sorry to hear that you received 2 right Tazz slippers on your daughters in store purchase, that is not the expectation, and we apologize for any employee conduct that was not in line with company standards. We can see that you reached out to our Customer Care team and a Customer Care Supervisor is working on potential resolutions regarding this. We would advise you to continue to work with that team to avoid any potential miscommunication.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22738841 if you need any further assistance.
UGG Customer Care Team
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