Reviews
This profile includes reviews for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 95 Customer Reviews
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Review fromAngie M
Date: 01/21/2025
1 starAngie M
Date: 01/21/2025
I purchased a pair of Ugg slippers less than 4 months ago. Since I didn’t purchase directly from the Ugg site I had to pay to have the shipped to the warranty department because the tops were tearing off. I received them back with a letter stating outside the warranty date (purchased more than a year ago). I ordered them on 9/30/24, the letter is dated 1/3/25. I contacted Ugg customer service and they said there is nothing they can do. They are unable to reverse the decision even though it is inaccurate. I have letters, pictures, and documentation of my purchase.
Deckers Retail, LLC
Date: 01/23/2025
It appears you have reached out to our team about the issue with your slippers. Please keep working with them to explore any options they may have for your item to prevent any confusion.Review fromCece W
Date: 01/21/2025
1 starCece W
Date: 01/21/2025
Supervisor S******** and S****** were no help at all with my Ugg order. They said fedex is investigating but it’s been 2 months and almost 3. Ugg representatives have been no help as well and now when I email the supervisor it says i have been blocked. Ugg has stolen my money and I have documentation.Deckers Retail, LLC
Date: 01/27/2025
For your privacy, we will be following up with you via email to provide more information. Thank you for your understanding.Review fromstephanie c
Date: 01/09/2025
2 starsstephanie c
Date: 01/09/2025
I was given a DSW gift card and used it on 12/21/24. I bought a pair of Ugg classic slippers. Wore them 5 times, maybe if that. My husband actually noticed that they had turned colors and texture. When I looked down, I was frustrated because I had no idea how they could have changed color and texture! I approached the DSW store and they would not let me exchange or return them because I had worn them. I would like to file a complaint because of this matter which should seem easier to handle. I like the brand. I've never had this happen and I'd like a better solution. I can also provide photos to further explain the issue. They have never been exposed to water either.Deckers Retail, LLC
Date: 01/15/2025
We are so very sorry to hear that happened with your slippers. It sounds like your item could potentially be covered under our one-year manufacturing warranty. Please visit our site here bit.ly/UGGWrnty to get your return form for inside the box. You are welcome to use any carrier you would like to have this returned; however, we would highly recommend keeping a copy of the tracking number for reference once scanned, for If you have any questions on this return this number will be necessary. We highly recommend including a copy of your receipts or proof of purchase to confirm that this item was purchased within the last year. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.Review fromChristian J
Date: 01/06/2025
1 starChristian J
Date: 01/06/2025
I purchased by first pair of Hoka’s around 9 months ago and LOVED them. I recently decided to switch my athletic shoes from Brooks to Hoka due to level of comfort while walking, running, and lifting. I purchased 3 pairs of shoes back in late September of 2024 - only a few months back. 2 of the 3 pairs developed holes in the back of the heel. These were small holes that have turned into blister causing quarter sized holes. I reached out to Hoka for some help and I was sent an email stating that it looked to “wear and tear”. I’ve spoken with 3-4 customer representatives that have all agreed with me that it’s not normal wear and tear and this is usually covered under their manufacturer warranty. I’ve even been told by a customer service representative that they have TikTok scam going viral and that’s why they are denying my manufacturer warranty.
Dealing with Hoka ok this matter has been not only frustrating, but disappointing in every aspect. I am a loyal customer that can’t afford spending $500 on shoes every 3 months because of a product issue. I’m a reasonable person and I feel like I haven’t been treated reasonably. Beyond disappointed.Deckers Retail, LLC
Date: 01/15/2025
We are so sorry to hear that this was your experience C********, we know it can be frustrating when products don’t meet lifespan expectations. Our team has reached out to you via email regarding this issue. Please feel free to respond to that contact email so that we can look further into potential options for you.Review fromRoni R
Date: 12/29/2024
1 starRoni R
Date: 12/29/2024
I placed order and it was delivered to an address that I don’t live at. I was told by customer service rep that I need to contact Fed Ex. Fed Ex rep informed me that this is something UGG is to help with. UGG can refund or replace product. Fed ex website for businesses states this as well. Ugg reps treated me like I was lying or that I was one to put in the address. One Ugg representative stated that they have had many issues with this. The representatives at Ugg also blamed Apple Pay. That makes absolutely no sense. I simply want a refund or replacement for the $120 I paid Ugg. 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 asked customer service rep TWINNA for corporate information and she said told me she was corporate. 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. My calls to Ugg & Fed Ex were placed on Dec 29 2024. Had I known the lack of customer service & the refusal to help customers I never would have purchased an Ugg product . I expected more from a company like Ugg. No customer should be treated this way and left with no other choice that to post reviews regarding extremely negative customer service. I have never experienced customer service this terrible ever in my life. I employ Ugg to be better and to treat customers better. I feel like Ugg has ripped me off and treated me terribly. I was brought to tears.Deckers Retail, LLC
Date: 12/31/2024
It deeply saddens us to hear of the issue with the shipping address on your placed order. We do understand the frustration with this situation. Although you updated the shipping address during checkout, when you use your ApplePay account, the shipping address will pull from your selected payment type. If your ApplePay address is not up to date, this could have caused your manually entered shipping address to revert to an alternate ApplePay address. Our apologies for any inconvenience.
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.
As a one-time courtesy we are going to correct this on our end by issuing a full refund back to your original form of payment. Please allow 1-5 business days for funds to process, you should receive an email with additional details once processing is completed. We hope that you have a wonderful day!
Review fromNatalia M
Date: 12/15/2024
1 starNatalia M
Date: 12/15/2024
Here’s a draft for your complaint:
Subject: Urgent Complaint: Missing Order and Poor Resolution
Dear UGG Customer Service,
I am writing to express my frustration with an order I placed on December 4th, which was guaranteed to be delivered in time for the holidays. The estimated delivery date was December 12th, but as of today, December 15th, I still have not received my package.
After contacting your customer service team, I was informed that the order was never sent. To make matters worse, the item is now out of stock, and all I’ve been offered is a refund. This is unacceptable, as the item was intended to be a Christmas gift, and I ordered well in advance to avoid any issues.
I trusted UGG to fulfill my order and ensure delivery as promised. The lack of communication, failure to ship the item, and inability to provide an alternative resolution are extremely disappointing. A refund alone does not rectify the inconvenience or the fact that I am now without a key holiday gift.
I am requesting that UGG:
1. Expedite the shipment of the item if it becomes available again.
2. Offer a comparable replacement item at no additional cost.
3. Provide a formal apology and some form of compensation for the inconvenience caused.
I value the quality of your products but am deeply dissatisfied with this experience. Please address this issue promptly, as it is critical to resolving this matter during the holiday season.
I look forward to your swift response.
Sincerely,
N****** *********
Order# NA******02Deckers Retail, LLC
Date: 12/24/2024
We are very sorry about the lack of movement on your shipment, we understand how frustrating this can be and apologize for any inconvenience. Due to the nature of our automated processing system, we are unable to reissue shipments after tracking has developed on placed orders. We are showing a refund has been issued regarding this issue and deeply appreciate your understanding of this difficult situation.Review fromJustin K
Date: 12/13/2024
1 starJustin K
Date: 12/13/2024
Refused to honor a 1 year warranty period for a pair of slippers that were clearly still under warranty. I provided them evidence of purchase (direct from Ugg.com), submitted a warranty claim, which was rejected for now being within the warranty period. I then contacted customer service, who again refused to honor the claim even after providing evidence of the rejection reason, the date of the rejection, and the receipt for purchase which was less 10 months from the original purchase date. No this was not related to damage, this was a split down a stitched seam on a pair of slippers that were only worn indoors.Deckers Retail, LLC
Date: 12/17/2024
We are so sorry to hear that this was your experience J*****, we know it can be frustrating when products don’t meet lifespan expectations. Our team has reached out to you via email regarding this issue. Please feel free to respond to that contact email so that we can look further into potential options for you.Review fromAmor F
Date: 12/07/2024
1 starAmor F
Date: 12/07/2024
ordered pair of uggs to be delivered to 420 5th ave pick up point in nyc; once there , they claim package wasnt there, even though it was delivered and i showed the proof, they got violent and belligerent; I had to leave store; company claims they will investigate but once someone scans it as delivered, u will not get a refund. total scam!!!!! very disgustingDeckers Retail, LLC
Date: 12/13/2024
That is unfortunate to hear of this shipment issue A***, we know how important tracking a delivery can be. Our systems are showing our Customer Care team did file a claim with UPS on your behalf regarding this issue. We would recommend contacting UPS directly at 888.742.5877 if you have any questions about your claim. If your claim is approved, we will be able to process a refund for your order so that you can place a new order at your convenience. We hope this information clarifies our process for lost packages.Review fromDeserie M
Date: 12/02/2024
1 starDeserie M
Date: 12/02/2024
HOKA customer service is the absolute worst! Had fraudulent charges on my account from them after ordering 1 PAIR of shoes. Got an email with a different order number for 4additional pairs called and notified them it was not my order and they said they would cancel it. Well they didn’t and my account was charged 620.60 and now I’m getting the run around about getting my money back!!! My next step is the News. They will not get away with this. Just want others to be awareDeckers Retail, LLC
Date: 12/05/2024
We are so very sorry to see that this happened Deserie, we know how crucial accurate processing can be. Our systems are showing a refund was sent on 12/3/24. Feel free to reach out to our Customer Care team if you have any additional questions. We appreciate your understanding and patience in this matter.Review fromSteve K
Date: 11/25/2024
1 starSubject: Complaint Regarding Defective Hoka Men’s Shoes and Warranty Handling
I am writing to file a complaint regarding my experience with a defective pair of Hoka men’s shoes and the inadequate handling of my warranty claim by Hoka. I hope this complaint will result in a resolution, specifically a credit for the defective shoes.
Details of the Purchase and Issue:
•Purchase Date: October 22, 2023
•Product: Hoka men’s shoes (known for their reputation of quality and comfort)
•Issue Identified: In early fall of 2024, I noticed discomfort in my left heel. Upon closer inspection, I found a developing hole in the left heel area, which is confirmed is due to a manufacturing defect.
Steps Taken to Resolve the Issue:
1. I contacted the store where I purchased the shoes. The store manager confirmed that Hoka shoes are covered by a 1-year warranty, and he agreed that the shoe is defective and was within the warranty terms.
2. On October 12, 2024, I contacted Hoka directly, and they provided me with a Return Authorization (RA) number to send the shoes back for inspection.
3. Due to a work trip to the West Coast and family obligations, I was unable to send the shoes back immediately, but I returned them promptly upon my return along with all receipts pertains to the purchase.
• There was no communication from Hoka regarding the status of the inspection for 10 days.
• I then received my original shoes back with a note stating that the warranty period had expired.
I notified Hoka well within the one-year warranty period, and I returned the shoes as quickly as my circumstances allowed. Given that I initiated the warranty claim in a timely manner, I feel it is unfair that my claim was denied due to factors beyond my control.
I am requesting a Hoka gift card for the value of the original purchase, allowing me to replace the defective shoes. I believe this is a fair resolution given that I followed Hoka’s procedures and initiated my claim within the warranty period.
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