Complaints

This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Deckers Retail, LLC

  150 Tanger Dr Williamsburg, IA 52361-9653

• 

  Deckers Retail, LLC

  189 The Grove Dr Ste F72 Los Angeles, CA 90036-6225

• 

  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

• 

  Deckers Retail, LLC

  Oklahoma City Oklahoma City, OK 73173

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:12/30/2024

  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 placed an online order totaling $96.98 through the UGG website on 11/29/24 without realizing that my shipping address was incorrect due to moving. As soon as I realized this error on 12/04/24 I called UGG after work at 5:13pm to correct this but since they are in ET the call disconnected. I then called FedEx to correct the shipping address but the rep told me that an UGG rep would have to make the correction due to UGG restricting FedEx to make any changes without permission. I called UGG the following morning & they said FedEx was incorrect since I was the person receiving the package I could call FedEx & make changes. I then hung up called FedEx & again I was told UGG would have to call & change the address so I called UGG's back & together we contacted FedEx (3 way call) for them to open an investigation because per FedEx & UGG they weren't sure where my package was. The FedEx rep said the label had been created but not scanned in the FedEx warehouse. I was told when it was found they would contact me that way I could change the shipping address. The next day I got an email saying my package was out for delivery so I called FedEx to ask them to hold my package or change the address they said they could not because I was not the shipper that I would need to call UGG so they can make that request. I called UGG & they contacted FedEx with me on the line again & per FedEx they were going to cancel the delivery & ship back to UGG so I can get a refund. Then a few hours later I get an email saying the package was delivered to the wrong address. I contacted UGG the following day & they told me to file a claim with FedEx. My claim got denied because I was not the shipper. I then contacted UGG again & they filed the claim on my behalf. Today 12/27/24 they denied my claim because it was delivered even after I had explained to multiple reps at UGG & called at least a total of 6x to correct my address. Each of these calls averaged about 30+ mins. I would like a refund.

  

  Business Response

  Date: 12/31/2024

  We are incredibly sorry to see the shipment difficulties with your order NA3*****65, we know it can be frustrating when these types of address issues arise. After reviewing your contact with our Customer Care team regarding FedEx tracking 431353139038 we can see that C17178487 ticket number with FedEx to reroute package was created on 12/05/24, we are sorry this didn't apply properly. Our team did attempt to open another FedEx claim regarding this. Once a claim determination has been reached you should receive an email with additional details. We appreciate your patience.

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22738582 if you need any further assistance.                          
                            
  UGG Customer Care Team    

  Customer Answer

  Date: 12/31/2024

  
  
  
  
  Complaint: 22738582
  
  
  
  I am rejecting this response because: Deckers is still in the process of trying to resolve my issue by contacting FedEx to see if the claim submitted by Deckers is valid. 
  
  
  
  Regards,
  
  
  
  B***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 01/07/2025

  
    
  We are sorry to hear about this scenario with your delivery on order NA34694065. Although you updated the shipping address during checkout, when you use your ApplePay account, the shipping address can pull from your selected payment type. If your ApplePay address is not up to date, this can cause your manually entered shipping address to revert to another ApplePay address on file.

  To avoid this issue, we do display "Is All Your Information Correct? Please take a moment to review your shipping information, billing information, and order summary" message right next to the "Place Order" button to help ensure customers verify all details are correct prior to submitting their order.

  Because you had reached out to our Customer Care team and they were able to contact FedEx prior to your delivery shipping we are going to issue a full refund to your original form of payment in this instance in the amount of $96.98 USD. Please allow 1-5 business days for funds to process.  

  We greatly appreciate your understanding!

  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22738582 if you need any further assistance.        
         
  UGG Customer Care Team 

  Customer Answer

  Date: 01/11/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 22738582, and find that this resolution is satisfactory to me.
  
  
  
  
  Regards,
  
  
  
  B***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/30/2024

  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.

  Ordered shoes on the phone and the lady put in a complete different address. Aster not getting the shoes called hoka who after spending an hour on the phone with,got the right address to fed ex supposedly and the shoes were supposed to come the next day. The next day got an email from fed ex that the shoes couldn’t be delivered due to an incomplete address. Called hoka shoes again where they said they would get a hold of fed ex again,give them the address again,the same thing from the day before. I asked to speak to a supervisor who did not come on the phone,asked for some compensation,was only offered 10% off my next order which I will never order from this company again. I feel at this point I deserve these shoes free if I ever get them or a huge discount on them

  

  Business Response

  Date: 12/31/2024

  We are terribly sorry to hear about these issues with your order shipment NA36574240_EA_CS not having the correct address information. After reviewing your contact with our Customer Care team, we are showing a refund was issued on 12/27/24 in the amount of $139.91 USD to be applied to your original form of payment. 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 # 22736631 if you need any further assistance.                     
                       
  HOKA Customer Care Team   

• Initial Complaint

  Date:12/27/2024

  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.

  On 11/24/23 I purchased the Baily Bow Knit Bow boots for my daughter. On 11/14/24 my daughter fell in school, due to the bottom sole of her left boot coming completely detached from the boot. I immediately looked up Ugg's warranty policy which stated 1 year from purchase date. On 11/15/24 I shipped the boots back to UGG with a claim confirmation, proof of purchase from PayPal and order confirmation from the Ugg site. After waiting over 30 days and speaking to 3 UGG reps stating they were manually submitting my claim and expediting my claim. The boots were returned to me with a document stamped 11/25/24 stating the boots were out of warranty. Which is impossible because UPS delivered the boots to the warehouse on 11/21/24 @ 4:01am. I phoned UGG on 11/26/24 and I spoke with a representative named N***** and she contacted her Customer Support team and they advised her quote " this situation is strange, but once the warehouse denies the claim it's nothing else that can be done". I than advised N***** I would move farther with this situation. I have all documents stating my daughters boots are under warranty and I am entitled to my Credit refund from Ugg. I have attached all documents to support my claim. Hope you can help. Thanks in advance
  L****** *****

  

  Business Response

  Date: 12/31/2024

  Dear L******,  

  That is unfortunate to hear of this issue with your daughter’s pair and we are sorry to hear 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 # 22732577 if you need any further assistance.                    
                      
  UGG Customer Care Team 

  Customer Answer

  Date: 01/06/2025

  
  
  
  
  Complaint: 22732577
  
  
  
  I am rejecting this response because:

  I have attached the information requested Ugg. I have attached my bank receipt showing the proof of purchase and pictures of the damaged boot all 4 sides exterior and interior of the boot. Please forward this information to Ugg as this should be what's necessary to put resolution to my claim. 
  
  
  
  Regards,
  
  
  
  L****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business Response

  Date: 01/07/2025

  Hello again L******, 

  Thank you for providing the requested information. We would like to offer a courtesy of a different UGG style for your daughter. You may select a different style of equal or lesser value up to $130 USD on UGG.com. Kindly provide the following details:  
  
  - Style name:  
  - Desired color:  
  - Size:  
  
  Additionally, please confirm if the address you have provided is where you would like the courtesy to be sent. 

   
  UGG Customer Care Team    

  Customer Answer

  Date: 01/07/2025

  
  
  
  
  Complaint: 22732577
  
  
  
  I am rejecting this response because:

  Good Evening,

  Thank you for your decision. I have attached the boot I would like for my daughter and placed the information below.

  Boot: Kids Classic Ultra Mini

  Color: Sea Foam

  Size: 13

  Address:** ***** ******* *** Arnold MD, 21012

  
  
  
  
  Regards,
  
  
  
  L****** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Customer Answer

  Date: 01/14/2025

  Hello,

  I am reaching out for a status of my claim. I sent the required information through BBB on 1/7/ 25 for a new pair of boots from UGG. I have not received a response as to when my daughters boots will be delivered. 

  Please advise?

  L****** *****

• Initial Complaint

  Date:12/26/2024

  Type:Billing 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 placed an order with Ugg on 12/20/2024. I was promised delivery by 12/24. The cost for the guaranteed delivery was $20 and I obtained a discount code to cover the cost by signing up for Ugg marketing texts and emails. As of 12/23, my order has not shipped so I reached out to customer service to inquire. I said I'd need a refund but they assured me my order would come in time. In 12/24, my order still did not ship so I reached out again. They said they did not know when my order would ship but refused to refund me and instead would only offer 10% off a future order. This is in violation of FTC guidelines that state that if a business cannot meet their shipping commitment, they need to offer a refund. Ugg refuses to refund me or tell me when my order will ship. they said I can only pursue a refund once I receive the item and initiate a return.

  

  Business Response

  Date: 12/27/2024

  We are very sorry to hear of any delay in your shipment. Our systems are showing NA36729116 shipped via FedEx 435********* and is showing a delivery date of 12/24/24. You should be able to access the shipment here: bit.ly/3VYrIQF via FedEx. We are also seeing that our teams did process the shipping as FedEx 2 day at no cost to you. If you did not receive the delivery or have any additional questions, please let us know.

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22727831 if you need any further assistance.                      
                        
  UGG Customer Care Team       

• Initial Complaint

  Date:12/24/2024

  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 from HOKA online on November 6th and they arrived on Nov 20th but were the wrong size. I got an RGA from customer service and mailed them back on NOV 21st. I did not hear back for a month. I messaged customer service and they said they haven't processed the return yet but they will be. A week goes by and nothing. So, I call and they said they are not sure why but they never processed it. I Called Dec 16th and was told Tier 2 will issue me a refund in 3- 5 days. It is now December 24th and I have received nothing. I see countless stories online with the same issue. I believe it is built in to their business model at this point hoping people will give up. Give me my money back so i can buy from someone else.

  

  Business Response

  Date: 12/28/2024

  That saddens us to hear about any delay in your return processing, we know tracking return processing is very important, our apologies. After reviewing your Customer Care team communication, we can see that a task has been created regarding this issue. You should receive an email with additional details once that team has evaluated the request. 
  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22727129 if you need any further assistance.                       
                         
  HOKA Customer Care Team  

• Initial Complaint

  Date:12/24/2024

  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 made a purchase and I returned the item on Dec. 2, 2024 and still haven’t received a refund. I have the order number and tracking number. I called 4 times and spoke to customer service and still no refund. I want my refund of $142.86

  

  Business Response

  Date: 12/27/2024

  That saddens us to hear about any delay in your return processing, we know these types of scenarios can be frustrating at times. Good news, we are seeing that our processing team did apply a refund on your order NA34411509 in the amount of $142.86 on 12/26/24 to be applied to the original form of payment. Typically refunds process within 1-5 business days. If you do not see a refund applied after 10 business days, please let us know.  

  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22726295 if you need any further assistance.                      
                        
  HOKA Customer Care Team 

• Initial Complaint

  Date:12/24/2024

  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.

  Dear UGG Customer Service,
  
  I hope this message finds you well. I am writing to express my concern regarding my recent order #Order #NA3****134
  . While I received the jacket, the boots in my order were not included in the delivery.
  
  I have contacted your customer service team, but unfortunately, the issue remains unresolved. I was asked to provide a picture of the box, which I had already discarded, assuming the items would arrive in separate packages.
  
  Given these circumstances, I kindly request a refund for the boots I did not receive. I appreciate your prompt attention and look forward to a swift resolution.
  
  Thank you for your understanding and assistance.
  
  Best regards,
  
  J***** *****

  

  Business Response

  Date: 12/28/2024

  We are so very sorry to hear you only received 1 of the 2 items in your shipment. We understand how frustrating that can be and apologize for any inconvenience. After reviewing your Customer Care team communication, we can see that a task has been created regarding this issue and that you have received an email from that team with additional details. 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 # 22723949 if you need any further assistance.                        
                          
  UGG Customer Care Team     

  

  Business Response

  Date: 01/02/2025

  Hello again J*****,  
  
  We are sorry to hear that you are rejecting our response. Our teams have worked with our shipping partner regarding your order NA3****134 and the shipping weight when the item left our facility of 6.6 LBS matches what would be expected with both the products that were stated to be in that package. Due to this, we are unable to further assist with this matter. If the shipping box was damaged and missing product, we would advise contacting UPS with tracking 1Z2079RR*********0 to start a claim. If the UPS claim is approved, we can then proceed with a refund for the missing item within our protocols. We hope this helps clarify!   

  UGG Customer Care Team   

  Customer Answer

  Date: 01/02/2025

  
  
  Complaint: 22723949
  
  
  
  I am rejecting this response because: it's bullshit
  
  
  
  Regards,
  
  
  
  J***** *****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:12/23/2024

  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 paid to get my niece, who is 2 months old, her very first pair of Uggs before Christmas. When the package got here I received a Large pair or Uggs when I ordered a size small. When I called Uggs they stated I needed to process the return and then I would receive a credit to repurchase the shoe but I wouldn’t receive them by Christmas.

  

  Business Response

  Date: 12/24/2024

  
  
  We are so very sorry to hear that the incorrect item was shipped to you on order NA36555010, that is not the expectation, and we apologize for the timing of the issue. To attempt to correct this, our team has emailed you with an exchange UPS QR code so you can send this back to request the original item on the order.  
  
  1. Place your product in a box and seal with tape. 
  2. Drop your package off at any UPS location and show your digital code to the Store Associate. Be sure to ask for a receipt with your tracking number. 
  3. That's it! Be on the lookout for a confirmation email with your return or exchange. 
  Find your nearest locations with the UPS Store Locator 
  Return and exchange requests take 5-10 days from the date we receive them. If any issues arise during processing our system will automatically convert the exchange into a refund to original form of payment. You will receive an email confirmation once your return has been processed. 
  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22715390 if you need any further assistance.                     
                       
  UGG Customer Care Team     

  Customer Answer

  Date: 12/26/2024

  
  
  
  
  Complaint: 22715390
  
  
  
  I am rejecting this response because:
  
  Christmas passed already and instead of the phone agent attempting to assist or allowing me to speak to a supervisor to try to remedy the situation they just disregarded me. I refuse to do business with a company that doesn’t care about their customers and making things right.
  
  
  Regards,
  
  
  
  N**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 12/27/2024

  
  
  We are sorry to hear that you are rejecting our response. When the incorrect item is shipped our protocols require the item to be sent back to our warehouse prior to a resolution being offered, our apologies for any inconvenience. Because you stated that you are not interested in the exchange offer, we have created a return request so you can send the item back to us via UPS prepaid QR code for a refund and emailed the instructions to [email protected]. It saddens us that this was an issue was with an intended gift, and we hope this resolution is acceptable to you.  
  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22715390 if you need any further assistance.                      
                        
  UGG Customer Care Team       

• Initial Complaint

  Date:12/20/2024

  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.

  Returned ugg to you guys and you guys denied return and shipped them back. Shows label was created but ups never received items. Ive called multiple times and customer service tells me they cant do anything about it to contact ups. Ups says they cant do anything since i am not the shipper snd they never received item. I am not out of 2 new pairs of uggs. To many its not alot but to me it is.

  

  Business Response

  Date: 12/24/2024

  
  
  We are so very sorry to see the issues with the shipment from the return center sending your items back to you after the warranty evaluations was not received, we know this would upset us as well. After reviewing your Customer Care team communication, we can see that a task has been created regarding this issue. You should receive an email with additional details once that team has evaluated the request.  
  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22713814 if you need any further assistance.                      
                        
  UGG Customer Care Team       

• Initial Complaint

  Date:12/19/2024

  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.

  Order: NA******2
  
  I ordered two pairs of shoes from Ugg.com with expedited shipping guaranteed by Christmas. I was charged MA State Tax when I shouldn't have and I have one pair missing in transit. I first contacted them on 12/18 via chat where they stated the missing package (UPS confirmed missing via phone call) would have to wait 8 business days to be resent/returned. This is a Christmas gift for my 14 year old daughter and very important I get by Christmas. They refused to let me speak with management and then hung up.
  
  I then called later the same day and spoke with Hannah who informed me of the same. I told them I would be ok with credit so I can reorder and return to shipper for the same but the won't assist me at all. They won't sent a new pair, offer a credit, or offer to contact UPS to file a claim. I asked for their corporate department, they said they don't have one. I asked to speak with a supervisor but Katie explained they won't take my call and they didn't get "clearance" to get me to speak with someone.

  

  Business Response

  Date: 12/20/2024

  
  
  Thank you so much for reaching out. We are saddened to hear about the shipment and processing issues on your order and understand how upsetting these types of scenarios can be. Our systems are showing that a refund was issued for your lost item in the amount of $130.00 USD on 12/18/24 to your original form of payment. Regarding the taxes applied on your UGG order NA36065072 we are showing that our Customer Care team also processed a refund of $7.50 to your original form of payment on 12/19/24. Both refunds should apply within 3-5 business days. These refunds will reflect DECKERS BRANDS. Our apologies for any inconvenience.  
  
  You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22705818 if you need any further assistance.                     
                       
  UGG Customer Care Team