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 fromSandra P
Date: 05/16/2024
1 starSandra P
Date: 05/16/2024
I thought I was purchasing a quality product. I am wrong. The item I purchased is/was overpriced and defective. When I followed protocol to return the item for repair and or replacement I waited a really long time. And was then given the runaround with a lot of excuses, rules, and regulations that leave me feeling like I’ve been robbed, and made a fool of…
Deckers Retail, LLC
Date: 05/17/2024
We apologize for the inconvenience you experienced with your UGG product. Our teams will be in contact with you soon to provide further details regarding your return.Review fromStephanie V
Date: 05/04/2024
1 starStephanie V
Date: 05/04/2024
Horrible shoes and a scam. I was told after purchasing my Hoka’s on December 13, 2023 at Dick’s Sporting Goods and not using them until February and being extremely careful with them, the tread came apart from the shoes. It happened on both sneakers and the tread isn’t even worn. When I contacted their customer service about warranty they want ME to go out of my way, pay for shipping, and deal without any gym shoes and then wait for them to be evaluated, and maybe get a credit on their website. Worst service I have ever seen. If I had known this I NEVER would have purchased them. My cheap reeboks held up much better than these and only cost $30 when these are $150 and I’m tripping because the tread is peeling off.Deckers Retail, LLC
Date: 05/06/2024
Our
return policy is not intended to cause frustration. We will contact you soon via
email to provide more information regarding this.Review fromLiz S
Date: 05/03/2024
1 starLiz S
Date: 05/03/2024
This company sent me two pairs of sneakers with four baby cockroaches in the box - they refused to do anything - provide a credit , arrange a pick up / exchange , etc. just sent me a return label. Clearly a completely unsanitary company with no sense or pride for their products .Deckers Retail, LLC
Date: 05/06/2024
We
apologize for the inconvenience you have experienced and want you to know we take
this matter seriously. Our teams will be in touch with you through email to
gather any necessary additional information.Review fromJohn O
Date: 04/25/2024
1 starJohn O
Date: 04/25/2024
I purchased the newest model sneaker hola one one sneakers. I put them in the closet because I was training with a different pair of sneakers. About 8 months later I used them only three time (10 miles) three and the bottom of the sneaker started falling off. The sneaker was out less than a year and still being sold in the running stores. I returned the sneakers and they refused to credit me or replace them. They offer a one year warranty. I sent them back within a year of them coming out but they refused to do anything. Poor product ,customer service and warranty not honored.Deckers Retail, LLC
Date: 04/26/2024
We apologize for any inconvenience you may have experienced with your HOKA shoes. We understand the disappointment that can arise from encountering issues with your footwear. Our team will be contacting you shortly to gather additional information.Review fromTim F
Date: 03/24/2024
1 starTim F
Date: 03/24/2024
I bought a pair of shoes from their store in Chicago, returned them online and was issued store credit. 11 months later I used the store credit to buy another pair of shoes along with some socks. I checked my credit card statement and noticed that they had charged my card for the full amount AND taken the store credit. I contacted customer service, they reversed the charge, and only offered a coupon as an apology. They chalked it up to a "systematic error" and wouldn't budge after that. I caught them trying to steal from me and this measly coupon is all they offered? Why would I shop with them knowing that this "systematic error" might happen again? How many other customers were victims to "systematic errors" and never realized it?Deckers Retail, LLC
Date: 03/27/2024
We're sorry to hear about the issue you encountered with your order. We will be following up with you soon via email with additional information.
Review fromRyan D
Date: 03/14/2024
1 starRyan D
Date: 03/14/2024
Like many of the complaints before me, the return process at Hoka is the worst I've ever experienced. 3 weeks after receiving my return they had yet to process it. When I called the woman straight up recommended that I just get my money back rather than her process the return and get my new shoes that I was exchanging them for moving in the right direction.
The kicker, however, is that they attempted to not return the taxes I paid. She told me that they don't refund the taxes. I had to get her to speak to a manager to refund the taxes on my order. She said her manager said that "on this order she would allow the taxes to be returned". I wonder how much money they are making by keeping the taxes customers pay after receiving the returned items.Deckers Retail, LLC
Date: 03/18/2024
We apologize for any
confusion regarding your return. Upon review, it appears that a full refund was
processed on 3/7 to your original form of payment for order NA26164584_EX_RT. If
you have any additional questions about the refund amount, you are welcome to
reach out to our Customer Care team directly at ************. We hope this
information helps!Review fromjoseph t
Date: 03/13/2024
4 starsjoseph t
Date: 03/13/2024
I would give a 5 star for the Hoka experience...ive been buying since june of 23, have had no problems with purchases, absolutely love my Hokas. These shoes have helped me with my running journey, my weight loss goals...... But as of late, serious problems with returns, hence the 4 star review, and apparently im not the only one......Ive returned probably ten pair, and generally speaking have had credit nearly immediately...but the last two have been a nightmare. Sent a pair back on 2/9, they recvd admittedly received on 2/17, with a return policy of 10 business days from recpt, and as of 3/12 STILL no credit, AND have another return in the pipeline that apparently following same path. So, emailing doesnt help since they returned my email stating they are no longer accepting emails, and chat is essentially worthless, and customer service will give you the run around....now the last time i had my return issue, its resolved itself while i was trying to verfiy my return, these last two are without resolution. I would love to hear from
By the way, im not just a one or two time buyer, i have bought nearly SIXTY pair of Hokas, and generally speaking, have had very littel issues with ordering, receiving, shipping or returns, NONETHELESS, there seems to be a problem with their returns and they are offering no solutions or help in the process....sadf, cuz i LOVE their shoes, support for a problem not so much!Deckers Retail, LLC
Date: 03/14/2024
We're sorry to hear about your negative experience with your returns. We will be following up with you via email to request more information, and we would be happy to look into this for you.Review fromAl L
Date: 03/07/2024
1 starAl L
Date: 03/07/2024
Absolute scam artists. I started the exchange process for Hoka shoes that were too big (and not as comfortable as everyone raves about). It has been close to a month and they still haven’t shipped my replacement. The website sucks. The order tracker is constantly under maintenance with instructions to check back in two hours. Chat feature doesn’t work. You can only contact customer service by text. Never again.Deckers Retail, LLC
Date: 03/11/2024
We
apologize for any delay with your return. We will follow up with you via email
to provide a status update on your return.Review fromMo W
Date: 03/06/2024
1 starMo W
Date: 03/06/2024
I am very disappointed in Hoka customer service compared to good US companies like Garmin and Patagonia and Nordstrom. I am out $150 because they never received my package for a size exchange; apparently it was never scanned after I dropped it off at USPS. Any other company would have helped me especially as I am a loyal customer who has to buy these shoes for myself and my athletes in Oakland. I am a low income mom who has apparently made a “donation” to a giant company due to their low class non existent customer service.Deckers Retail, LLC
Date: 03/11/2024
We apologize for any issues
you are experiencing with your return. We will be happy to follow up with you
via email to provide more information.Review fromCarlos S
Date: 02/13/2024
1 starCarlos S
Date: 02/13/2024
I am very disappointed with HOKA's customer service, HOKA as a company, and with UPS.
I purchased a pair of shoes from them in December 2023, just short of $200.
UPS was handling the shipment, and they clearly stated in the Shipment Tracking that they delivered the shoes to a different address.
I am sure UPS had the best intentions, but they should at least ask if the new address they decided to deliver the shipment was valid.
I tried to get the new address from UPS to go and retrieve my shoes, but they told me that they could not provide me that information, as due to privacy concerns, they could only disclose that information to HOKA.
UPS opened an investigation and closed it as the shoes were delivered (but to a different address).
I contacted HOKA several times via phone and live chat to help me with this issue (they used e-mail to notify me, but you always have to call or live chat back as they don't monitor their ''customer service" e-mail ).
I got mixed responses, but they were usually reluctant or unable to help me and, in some cases, plain rude.
I needed them at least to contact UPS and get the information on the delivery of the shipment so that I could at least try to recover them. Still, they kept telling me that they couldn't do that, even after the service representative had "escalated" the issue, and in some cases, they even asked me to tell my bank to reimburse me rather than help me.
UPS Tracking for my package clearly said that the package was delivered to a different address, but neither UPS nor HOKA helped me in the slightest way to retrieve it. As I paid HOKA, they should have helped me, at least, to get the new delivery address.
As a suggestion, avoid buying any goods directly from HOKA, as they don't consider their customers' interests. If things don't go smoothly, they are not prepared or willing to help in the slightest way possible.
I learned the lesson the hard way, losing almost $200 in the process...Deckers Retail, LLC
Date: 02/16/2024
We're sorry to hear about the issue you encountered with your package. We will be following up with you via email with additional information.
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