Reviews
This profile includes reviews for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
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Average of 95 Customer Reviews
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Review fromShawna S
Date: 04/04/2025
1 starShawna S
Date: 04/04/2025
I purchased a pair of Cliftons from the Hoka website that were delivered on 5/22/24, that have already started falling apart. When I processed my warranty review for the shoes, the email explicitly stated
"Print your return form. If returning multiple items, make sure you have a return form for each item enclosed in the box. If you are on a mobile phone, you can print to a wireless capable printer or print the copy that was emailed to you later.
Enclose all products and return forms in the box.Drop your package off at any UPS location. Be sure to ask for a receipt with your tracking number. Ship and You're Done!"
This email states NOTHING about providing an original proof of purchase in the box. Deckers Brands returned my shoes to me in March 2025, stating they were "out of warranty" after less than a year. When I followed up with customer care, they stated "a receipt or confirmation would have needed to be included with the shoes" in order to validate the warranty. But, they also will not pay for this warranty return again, so it will have to be on my dime.
Bad products, insufficient communication, and a complete and total waste of money. I will never be purchasing Hoka again.
Deckers Retail, LLC
Date: 04/07/2025
We are saddened to hear your Clifton 9 pair was determined to be out of warranty after physical evaluation Shawna. The term "out of warranty" is not exclusive to the purchase date and can apply to wear & tear or issues that are simply not considered a manufacturing defect under our warranty policy, apologies for any disappointment. Our team has reached out to you via email to look further into potential options we may have for your pair, please respond to that email for additional assistance regarding this issue.Review fromMegan W
Date: 04/03/2025
1 starMegan W
Date: 04/03/2025
I purchased Clifton 9 GTX on Sept 27th 2024, this is my first Hoka experience and definitely will be my last. I called about a return by Dec 3, 2024 because 2 of the grips on the sole were peeling. Received the wrong colored shoes back on Dec 6. By Feb 17 I was calling, once again, because the same spots were peeling. I use them for work in a small medical office of all things. I finally received my same shoes back over a month later with a letter stating they were out of warranty. The woman I spoke with on the phone, agreed via the picture that the soles were not worn down at all and they did in fact look brand new. Once contacting her supervisor, I was advised that there was nothing they could do and that my shoes were this way due to normal wear and tear. $170 pair of shoes you can apparently only lightly wear for 2 months. Needless to say, my patients and the health office I work in will be advising against this brand.Deckers Retail, LLC
Date: 04/07/2025
Thank you so much for contacting us regarding the issues with your recently purchased pair of Clifton 9 GTX Megan. We believe in our products and are very sorry to hear that you had a negative experience with your pair within such a short timeframe. Our records show that you are currently in active communication with our Customer Care team regarding this scenario. We would suggest continuing to communicate with that team directly as they are attempting to offer a potential resolution for you in this case.Review fromMaryanne L
Date: 03/26/2025
1 starMaryanne L
Date: 03/26/2025
I have 4 pairs of Bondi 8 women’s. Some were gifts. Some from Hoka, Nordstrom and Foot Locker . One pair is black and white I bought them at Foot Locker. I always rotate shord according to color. I wore these a few times and the center layer became speckled. Looks like a defect the center is off black , so it’s visible & unsightly. I called FL. They recommended calling Hoka as it’s a defect and warranty issue. I called and spoke to a customer service person. She asked me to send photos. I did. She said to send them back to Hoka and they would refund me the $169. They received them on March 6th. I paid the shipping so now I’m out $190. I have emailed, called and kept asking for the promised refund. They are all useless and not helpful. I know what I was told. This company has horrible customer service. No way to reach the corporate office. The customer service people go from bad to very bad. Nasty rude and ignorant. My next step is to call the district attorneys office in California. They do not stand behind their expensive product. They refuse to communicate. Do not answer email either. I’m tired of the run around. Hire adults who are respectful and knowledgeable. Not unintelligent uninformed people.Deckers Retail, LLC
Date: 04/03/2025
We apologize for the inconvenience regarding your denied warranty return. Our teams have been in contact with you, and we look forward to exploring the available options for you.Review fromMoe O
Date: 03/12/2025
1 starMoe O
Date: 03/12/2025
Complaint Regarding HOKA Women’s Bondi 8 Purchase & Warranty Claim
I am writing to formally express my disappointment regarding the HOKA Women’s Bondi 8 shoes I purchased online from your website on August 1, 2024. I chose this product based on its outstanding reputation for quality and durability. However, within just four to five months, I noticed that the sole was coming loose.
Upon contacting your customer service team, I was asked to provide multiple photos, followed by instructions to mail the shoes for further inspection. After a prolonged back-and-forth process, it took nearly a month for me to receive the shoes back, accompanied by a note stating that they were out of warranty.
Concerned that this was a mistake, I reached out again, as the shoes were still within the one-year warranty period. Unfortunately, my calls were either ignored or dismissed. After persistent efforts, I was finally able to speak with a representative who informed me that my claim was denied due to “wear and tear.”
I find this explanation unacceptable. A premium running shoe priced at $165 should not show significant deterioration within just four months of normal work wear. To put this into perspective, even inexpensive shoes from Walmart ($29.99) do not fall apart so quickly. This experience has left me extremely dissatisfied, not only with the product but also with the lack of professionalism and support from your customer service team.
I respectfully request a re-evaluation of my warranty claim and a resolution that reflects the quality and customer commitment that HOKA is known for. I appreciate your immediate attention to this matter and look forward to your response.Deckers Retail, LLC
Date: 03/17/2025
Thank you for bringing this scenario regarding the warranty evaluation on your Bondi 8 pair to our attention. We are aware that it can be disappointing when items are denied approval after the warranty evaluation process and apologize for any inconvenience. Our team has reached out to you via email to look further into potential options we may have, please respond to that email for additional assistance regarding this.Review fromDenise K
Date: 03/10/2025
1 starDenise K
Date: 03/10/2025
My husband purchased Hoka challenger 7 for me as a gift ( Valentine's Day) I only wore them for a few hours mostly in the house to get use to them. Because they felt off . After walking around the perimeter of my house. My feet started to hurt. I have no issues with my feet. I live in Asics sneakers great brand. I took them off, and told my husband what happened. The next day , both of my feet were aching badly. So he notifed Hoka and they said to send them back. We had to pay for the return $20.00. They now have the return plus our money. It's been 3 weeks and still no answer. We have all the receipts plus tracking of return and emails from them.
We have no refund, no shoes, no answers.
Poor business!!!!Deckers Retail, LLC
Date: 03/11/2025
We appreciate you reaching out regarding the timeframe on the warranty return evaluation of your Valentine’s Day gift Denise. That is unfortunate to hear that the Challenger 7 was not the correct fit for you.
Product return evaluations are handled on a case-by-case basis. Our warranty team is given 10-15 business days from warehouse receival date for product verification and evaluation purposes. You should receive an email directly from that team once a determination has been made on your item.
Thank you so much for your patience with this process, feel free to contact the Customer Care team with your return number and tracking information if you would like to verify the warehouse receival date.
Review fromViktor N
Date: 02/26/2025
1 starViktor N
Date: 02/26/2025
I have bought Hoka Bondi shoes for over 2 years and really liked them. This time, I wanted to try a different style (SpeedGoat 5), which I initially liked even more but was disappointed to see that after just a few times of wearing them, they have developed a tear on the side. Since it was within my return time period and under a 60 days no questions asked guarantee for Hoka members, I sent the shoes back. On the website, it states that return take 5 to 10 business days. My return was received on 2/4/25 but since I have not heard anything, I started to contact CS myself. This is where the nightmare experience began. First I was told to wait until 2/18, then 2/22, then 2/25, now until 3/6. The CS and returns departments are not connected. When I asked to speak with the supervisor, I am prevented from doing so. CS keeps saying that they have escalated the case but the warehouse still needs to inspect the item. I have tried chat, text, Facebook messenger and I still do not get to speak with the supervisor. From this experience, it is evident that Hoka as a company does not stand behind their product and they falsely advertise “Fly for 30 Days (60 days for members) guarantee”, where they claim that no questions asked if the shoes are returned within that time frame. This is a very shortsighted attitude on the part of the company as they do not care about their name and customers. After my horrendous experience, I went online and found a ton of complaints and posts of people stating similar experiences. It looks like separating CS from the returns warehouse and preventing customers from speaking with the supervisors allows the different departments to blame each other which looks like a scam to the outsider.
This is very sad because I think that Bondi shoes are great shoes but after going through this horrendous experience, I will think twice about buying anything from the company that does not stand behind its product and does not take pride in it.Deckers Retail, LLC
Date: 03/03/2025
Thank you for contacting us regarding this issue with your return Oksana. We know how important keeping an eye on these types of scenarios can be. Our systems are showing a refund was issued on 02/26/25 via our Customer Care team in the amount of $118.51 USD back to your site credit used on initial purchase. We have confirmed that your refund has been processed correctly on our side and the current total balance of your site credit is $177.79 USD. Please feel free to reach back out to our Customer Care team if you do not see the credit applied on your side.
We hope this information has been helpful!Review fromJon M
Date: 01/29/2025
1 starJon M
Date: 01/29/2025
Poor customer service! I made an order and they never processed it on their end. I reached out to them and asked if I could maybe exchange them for another pair that I liked since nothing had been fully processed. So with out any further communication they just cancelled my original order and reached out saying to just go back and order the other pair. By the time this all went down the new pair I wanted is no longer available nor is the original pair I tried to purchase. It’s very aggravating, at this point I’ll purchase another product elsewhere that has their production together.Deckers Retail, LLC
Date: 01/30/2025
It saddens us to hear about the difficulty with getting the desired pair Jon, we know it can be irritating when options are restricted due to processing limitations. We also understand that it can be frustrating any time an unrequested order cancelation occurs, our apologies for any inconvenience. If you would like assistance placing an order, we would advise contacting the Customer Care team in your region.Review fromBryanna W
Date: 01/28/2025
1 starBryanna W
Date: 01/28/2025
This company may have once been reputable, but it seems like their quality is declining. Everyone I know who has a pair of Hokas says they are great and comfortable, but I wore mine for fewer than 30 wears before the tread started coming off, creating a trip hazard for me at work. I am a teacher, and this was a major splurge only to have it bite me in the butt! When I sent them in (on my dime, more money down the drain), I was told that it was normal wear and tear, and out of warranty. If that’s the kind of product they are selling for $200 that is ridiculous. Then when I called to figure out why it isn’t in warranty I got told that the warranty department is a separate entity and that they make all calls and they are final, and no I can’t get in contact with anyone on that department! However, I can send them in again if I want it reevaluated (again on my dime). When I asked about fixing them, he told me they can repair them for cheaper than a new pair would cost! Why should I have to spend even more money on shoes that they didn’t even make well in the first place? Why would I trust them to get it right this time? STAY AWAY FROM HOKAS!Deckers Retail, LLC
Date: 01/30/2025
That is clearly not ideal that this was the experience with your warranty return on your Clifton 9 Bryanna. We know it can be disappointing when warranty evaluations are denied. Our team has sent you an email to explore potential options regarding this issue.Review fromJulio S
Date: 01/25/2025
1 starJulio S
Date: 01/25/2025
HOKA Bondi 7 shoes.
I bought a new Honda Bondi 7 pair on Sept./2024. Like many people, I use them for fashion, I am not a runner, just use them to work and to tr Little by little I notice a low pitch Squeaky sound on the left shoe. Since I don't use them every day, was hard to notice the progress. The sound increases the more I started using them to the poin that I had to stop using since others walking near me can hear it.
Since they have "ONE YEAR of warranty for defects", I made a claim obtain a return number and send the shoes to HOGA Returns Department.
For my surprise, they send it back after weeks of silence with what it looks an standard letter making the allegation that the warranty period has expired; again I bought them of Sept/2024.
Immediately I called their customer service on 1/25/2025 to speak to a real person. The lady told me that a lot of returns with the same complaint are ruled as not cover for warranty because is a wear and tear issue, but that they have been escalating that to management since there is a lot of similar complaints... can someone investigate this company. This are $165 dollars tennis + I spend $50 sending them to HOKA since they suggest a trackable delivery carrier to avoid the shoes get lost.
I wish I can attach a picture so you can judge if those shoes have bean abused with excessive, or at least minimum wear at tear Stupid me Like many people, I use them for fashion; I am not a runner; just use them to work and to travel, since I consider them very comfort,able, wear and tear as the team member that evaluates my shoes claim.Deckers Retail, LLC
Date: 01/29/2025
That saddens us to hear about a squeaky sound occurring with your Bondi 7 shoes *****, we know it can be frustrating when issues arise. Our team has reached out to you via email regarding this. Feel free to respond to that contact email so that we can attempt to look further into potential options on this.Review fromPayal A
Date: 01/24/2025
1 starPayal A
Date: 01/24/2025
0/5 review if it allows me. I am not usually a complainer but this is going beyond my patience. I bought UGGs boots for my daughter on Sep 2024. I gave it to her on her birthday a month later . We noticed a tiny black dot in 1 boot but at that point 1 month return policy was up to exchange at the store. I applied for the 1 year warranty and sent the boots to UGGs on my expenses in Dec 2024. I received the box back a month later and the letter inside stated that my 1 year warranty has expired since the purchase was done over a year ago. It was clearly only been 4 months from the date of purchase. Ugg’s unwillingness to treat customers with dignity is appalling. The lack of customer service has been shocking, As I researched number to Ugg customer service I noticed that there are numerous customer complaints regarding Ugg customer service as well as quality of product not being the same as it once was.I spoke to customer service rep and I was told that there is nothing they can do. I asked customer service rep for accelerating this issue to supervisor . I was also told that there were no managers for the customer service reps and that customers could not speak to a manager. Every business I have ever contacted for any reason has never refused to speak to a manager. I spent $120 for this boot that has defect in it. How is this fair to me for paying this big amount that I don't get refund back? After going back and forth , the customer service rep told me that I can send the boots again to reevaluate by their warranty team. I absolutely denied as I do not wish to pay again for the mail for the work they slaked at the 1 st time. This is not how anyone should be treated . I had high expectations from company like UGGs. I have letter , receipt and pictures of all documents .Deckers Retail, LLC
Date: 01/29/2025
We are so sorry to hear that this was your experience with your warranty return, Payal. We know it can be frustrating when products are denied after the warranty evaluation process. Our team has reached out to you via email regarding this issue. Please respond to that contact email so that we can look further into potential options for you.
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