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 fromScott P
Date: 11/07/2024
1 starIt is a very long story. Basically the warranty is worthless. They go to great lengths like an insurance company to deny any claim. Horrible communication. I called for 2 months to finally speak with someone named Samuel. Apparently no one has any authority to do much of anything so I was told. They continued to come up with many reasons as I solved issues they had to deny the claim. They offered a whopping 10% off my next purchase NEVER. The last straw was they said they could not honor the warranty because I couldn't prove DOP. Well guess what here is the final word when I found the receipt. (Even with a proof of purchase it would not change the outcome. We are unable to assist further regarding the current warranty and the denial will stand. You are welcome to send them in for another review but we would recommend against it.) After 2 months this was finally my answer...nice huh?Review fromAnna S
Date: 10/20/2024
1 starAnna S
Date: 10/20/2024
I recently bought a pair of shoes from UGG using my card. After purchasing, we realized that the pair we actually wanted was displayed by the entrance windows, which we hadn’t noticed before. So, we returned the first pair to get the ones we originally intended to buy.
About a week after the return, I looked it up online and found out that, due to my flat feet, I should not be wearing these shoes. UGG shoes simply don’t work for us.
We went back to the store to return this second pair, and that’s when things got ridiculous. The so-called "manager," Jacqueline Caristalez (if that’s even her name), refused to issue a refund. She claimed that because we had returned the first pair, her system wouldn’t allow a refund—only store credit. This is completely absurd. No one informed us during the first return that returning the shoes would block us from getting our money back if the second pair didn’t work. They intentionally withheld that information, knowing it would trap us into store credit.
When I pressed her on this, she insisted that she was the highest authority in the store and refused to call a supervisor, even though she clearly wasn’t equipped to handle the situation. She then tried to call someone from another store—an "assistant manager" named Jackie. Wait, so Jacqueline, who claimed to be the manager, calls someone who is below her for help? It makes no sense and proves that she was lying about her position. After I pointed this out, she literally walked away, abandoning the conversation.
This whole experience is a mess of deception and poor customer service. I believe this is deliberately misleading and possibly a violation of consumer rights. If this isn’t resolved promptly, I’m seriously considering taking this issue to Small Claims Court.
Date: 10/12/2024
Time: 5:20 PM
Transaction: 4073
Store: 10039
Cashier: B******
Reg: 003, Till: 003
Barcode: **** 9003 4073
Deckers Retail, LLC
Date: 11/07/2024
We regret to hear about the negative experience you had with returning one of your items in our store. Rest assured, we have escalated this issue to the relevant teams, and it has been promptly addressed. Thank you for bringing this to our attention.Review fromNikki P
Date: 09/11/2024
1 starNikki P
Date: 09/11/2024
For a brand that is so well known, and expensive, UGG customer service sucks. I reached out to them to get information on the warranty since the website is vague. (So for starters, make what is and isn’t covered more clear.) I submitted my request to speak to someone around 9:30am. I finally received a response approximately 6pm. After going back and forth with the rep for way too long, he finally asked for the number off the tag inside of the shoe. I immediately knew that tag was torn out on Christmas Day 5 minutes after my daughter opened and tried them on. I mean, it’s not realistic to expect someone to keep a tag in a shoe that is located directly on the arch of the foot. Especially in a shoe that is designed for ultimate comfort to wear without socks. Who wouldn’t tear that out? Especially a child. Anyways, as soon as he said that I immediately said that tag is gone and he said sorry they aren’t covered. Ok. Fine. If that info would’ve been listed on the website, it would have saved me a lot of time and effort. The shoes have been very well loved. She’s basically worn them everyday since she got them last Christmas so even if the warranty didn’t cover it, I still felt like we got our moneys worth out of them so again, whatever. But it would have been nice to know that up front. As in, I went to the website, clicked on warranty info, and it said “if the tag has been removed the warranty is void”. Ok. Cool. I would’ve spent 5 minutes and moved on with my life. Instead it literally took the entire day to close the issue and move on. Really, really annoying. Honestly, 97% off kids hate tags in their clothing so what child would be ok with leaving a scratchy tag in their shoe. This seems like a convenient way for Ugg to get out of honoring warranties for children’s shoes.Deckers Retail, LLC
Date: 10/02/2024
Thank you for sharing your experience regarding our warranty policy. Please be advised that any modification to the item typically voids the warranty. However, we would be happy to follow up with you via email to provide any options that may be available to you.Review fromMaggie P
Date: 08/26/2024
1 starMaggie P
Date: 08/26/2024
I wanted to exchange two pairs of shoes for a 1/2 size larger. Sent package on 8/12/24 from San Diego and was picked up by third party agent in San Diego (yes, same city) a WEEK later on 8/19/24. Was just told that the package will be the package is set to deliver to their return center on 8/27/24. Once they receive the package, processing the return and exchange takes 5-10 business days, then several days for the correct size shoes to be sent to me (if they are available). If they don’t have the correct sizes then they will process a return refund of my money… sometime after 9/10/24.
Taking about a month to do an exchange is ludicrous. It would have been faster to do a full return of the shoes and reorder the correct sizes. I have been a HOKA customer for a long time and disappointed that it will take a month to do an exchange!Deckers Retail, LLC
Date: 08/27/2024
Dear M*****,
We apologize for the processing timeframe on your return. We are not trying to
add to your frustration. Please rest assured that returns are being processed
in the order they are received. You can expect to receive an email from our
Returns Department team once your return has been processed, providing further
details. Your patience is valued, and we will ensure to communicate your
feedback to the relevant teams regarding the timing of the return process.Thank you for your understanding.
Review fromvINCENT R
Date: 08/21/2024
5 starsBEST EXPERIENCE EVER! I highly recommend buying shoes from HERE. If you need to return them you will ALWAYS get your money back. I BOUGHT the shoes a month ago, however whenever I call customer service to see where my money is, BUT THEY DIDNT EVEN TAKE IT! SHOES WERE FREE!. No managers NEEDED BECAUSE NOBODY WOULD EVER HAVE AN ISSUE, or anyone who can do anything for you are accessible. Shoes were GREAT quality and very LIGHT. HOKAs are ABSOLUTELY worth it!Review fromTaryn W
Date: 08/13/2024
1 starTaryn W
Date: 08/13/2024
WORST EXPERIENCE EVER! I highly recommend buying shoes from anywhere else. If you need to return them you will never get your money back. I returned the shoes a month ago, however whenever I call customer service to see where my money is, you can only talk to people who read from a script and can not actually help you. No managers, or anyone who can do anything for you are accessible. Shoes were poor quality and very heavy. HOKAs are not worth it!Deckers Retail, LLC
Date: 08/15/2024
That is unfortunate to hear about the issue with your return, apologies for any inconvenience. Our teams are addressing this concern and will be in contact with you via email with additional details.Review fromKelsey S
Date: 07/06/2024
1 starKelsey S
Date: 07/06/2024
I contacted HOKA for assistance because I bought HOKA shoes less than 30 days ago. I’ve hardly worn them and they are ripping from the seems. I sent a picture to them asking for a refund or a credit. They were not understanding at all and advised I would need to send the shoes back, pay for the shipping, and if it is accepted I may receive a credit. I advised again that the shoes are less than 30 days old, I’ve hardly worn them, they are ripping from the seems, and I paid $150+ for shoes that are falling a part. If the shoes were older and I wore them everyday, then it would be a different story. The customer service was unhelpful and ended the conversation “thanking me for understanding”. I was not understanding of their horrible customer service and no help. I asked for a manager or supervisor and was told they would tell me the same thing and they aren’t available.Deckers Retail, LLC
Date: 07/08/2024
We apologize for the
negative experience you had with your HOKA shoes and our Customer Care Team. We
will review your conversation and reach out to you via email.Review fromKyle K
Date: 06/13/2024
2 starsMade an order for some shoes for me and a family number before an upcoming trip. Both shoes showed as in stock, and I needed them fast because we were leaving within 6 days from purchase. I paid for the fastest shipping for them to be here in 2 days. One pair will be here, and that's great but the other will not. My biggest issue is they showed as in stock, let me purchase them and take the money to then be told they are on back order and could be 1 months before I get them. There is a very wide gap but it is ridiculous. Customer service just apologize and seem like they truly do not care. Told me they couldn't refund the shipping until the backordered shoe ships! I pestered them enough for them to do a manual refund which should have been the first option. I have enjoyed my Hoka shoes, but so far their website and customer service always give me problems. I'll give 2 stars only because I like the shoes, but this should be a 1 in my opinion.Review fromKim F
Date: 06/06/2024
1 starBoot fell apart less than 30 days of purchase. Customer Service and Warranty was denied; they claim its damage from consumer (my 15 year old daughter). She loved having her first pair of UGG's and would never do any harm to them. There was never any water damage. Like mentioned, worn less than 30 days and they ripped (BOTH boots). I believe the quality of the material was poor and failed! They argue adamantly it's user abuse. So be WARNED....warranty is limited and argued to avoid standing behind any guarantee. OH and if they fail in the 30 days of purchase, no exchange either. Sad when a company doesn't believe the consumer caused no harm and basically accused my daughter of purposely damaging the shoe! Extremely disappointed in this company!Review fromThomas M
Date: 06/06/2024
1 starThomas M
Date: 06/06/2024
I do not usually leave reviews but in this situation I feel the need to. The customer service from Hoka in the last month was as bad as it gets from my experience. I loved Hoka and have bought many shoes. My most recent pair, however, had fallen apart within 4 months and the sole was coming off the bottom. Hoka agreed to send a new pair of shoes if I sent the defective pair back, so I did. The problem started when I did not receive any replacement shoes. We were told by a customer service representative that the replacement shoes had gotten lost but there is nothing they can do because Hoka has a policy of not sending another replacement pair in that situation. I asked if I could at least get my defective pair of shoes back and was told no. I now have no shoes and no refund after just buying the brand new pair of shoes just a few months ago. I asked the customer service representative if this is a hill that the company is willing to die on, and she responded that is a harsh way to word it but yes. I am disappointed in the policies Hoka has in place in which the customer is not placed before the dollar. I have spoken with at least five representatives and was never met with kindness and was always told no if I kindly asked to speak to someone else... I was actually told there is also a policy of not transferring calls to anyone. Clearly the customer coming first is not a value of this company (or at least the individuals I have spoken with).Deckers Retail, LLC
Date: 06/10/2024
We
apologize for the negative experience you had with your HOKA shoes. Rest assured;
we will be reaching out to you via email regarding your replacement order.
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