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 fromKathy B
Date: 02/10/2024
1 starKathy B
Date: 02/10/2024
Have always heard UGGS are the ultimate footwear. Extremely expensive, I could personally not afford them. Just recently read reviews from women who have bought and worn UGGS slippers for years. In the past year or so quality has completely TANKED but, surprise the price is still sky high. I can only imagine the disappointment when a young lady gets a pair for a holiday or birthday only to be SO disappointed by the quality. Shame on UGGS!! They have been making money hand over foot for years and now they put out a Walmart slipper and ask $100for it!!! They should be revealed and chastized!!
Deckers Retail, LLC
Date: 02/12/2024
We are sorry to hear you may have experienced a quality issue with a recent order. For more information regarding our warranty return process, please click here: https://bit.ly/UGGWarrantyInfo. If you need assistance, you can reach our Customer Care team by phone at 888-432-8530. We hope this information is helpful!Review fromDawn D
Date: 02/08/2024
1 starDawn D
Date: 02/08/2024
I don’t know what happened in the last few years bugs are me terribly. I didn’t even have my UGGs for three months and they are falling apart. The insides are virtually gone. Nobody wants to help at hugs Customer Service. I have UGGs at over 10 years old that are in better condition than three month old UGGs. I guess they were sold out to China.Deckers Retail, LLC
Date: 02/13/2024
We're sorry to hear that you're experiencing a quality issue. For more information regarding our one-year warranty return process, please click here: https://bit.ly/UGGWarrantyInfo. If you need assistance, you can reach our Customer Care team by phone at ************. We hope this information is helpful!Review fromLaura W
Date: 02/08/2024
1 starLaura W
Date: 02/08/2024
This company has the absolute worst customer service ever. I purchased a pair of shoes and I did not like them so I returned them. They were received in the warehouse January 23. Supposedly. I was told it would be 10 business days before my refund would be processed and if it wasn’t processed after 10 business days to call back. That initial conversation was a nightmare and took forever with no resolve. I waited 10 business days still no refund I called customer service and was told that they were going to escalate the refund here. I was been told that an email would be sent to me promptly notifying me that my return was taken care of well guess what it’s not We are on February 8 and I still don’t have my money. This is absolutely ridiculous. People work hard for their money myself included and well $70 may not be a big deal to you. It is to me I want my money back.Deckers Retail, LLC
Date: 02/09/2024
We're sorry to hear about your negative experience with your return. It appears that your return was processed today, on 2/9/24. You can expect to see a full refund credited back to your original form of payment within 3-5 business day. We hope this information is helpful!Review fromBRANDY B
Date: 02/02/2024
1 starBRANDY B
Date: 02/02/2024
Customer service is HORRIBLE!!! I bought shoes for Christmas gift, one of the shoes felt stretched out & didn't fit properly. I requested an exchange same item same size - which is the EXACT verbiage on their refund request. I called 2X checking the status since I had receive NO communication for over 3 weeks after I mailed the shoes back. Each time I had to be on the phone for over 20 minutes & the result is just yes it takes a while, keep waiting. Finally I received an email stating they received my exchange. I finally received my exchange 30 days later & it was the WRONG size. I called again to see how fast I could get this resolved & was told it would be at least another 30 days. I was on hold for 36 minutes & finally hung up - not getting anything else from the customer service rep. of the 36 minutes I had to WASTE on the phone for the 3rd time, I spoke to the girl about 5 minutes of that & basically she said at least 30 days for exchange again or I could just buy a new pair & return the others. I did receive a return label AFTER I hung up on the call while on hold. They sent the wrong size, the first pair had an issue with fit & I have to wait over 60 days!? THAT IS HORRIBLE & NOT ONE PERSON CARES TO TRY TO DO ANY BETTER. I LOVE THIS SHOE BRAND BUT THIS IS NOT ACCEPTABLE.Deckers Retail, LLC
Date: 02/05/2024
We
apologize for the inconvenience caused by receiving the wrong size. We
understand how frustrating this can be. Rest assured, we will be reaching out
to you via email to provide further information.Review fromVivek S
Date: 01/29/2024
1 starVivek S
Date: 01/29/2024
Ordered a pair of Hoka shoes. This was supposed to be an expedited shipping but took 5 days to reach local UPS location. However, UPS did not deliver it for over 3 days and I filed a complaint with them. In the meantime, I was unable to contact Hoka either via phone/Chat/text, and I get the same canned response "high call volume". After multiple tries, I was finally able to speak to an agent and was told that they cannot do anything until the investigation by UPS is completed. My request to cancel the order (since UPS credits Hoka with a refund), and ship me another pair was turned down as a policy and was told to wait which could take up to 15 business days.
I have already been charged, it's been almost 3 weeks and I still get the same response from Hoka. Today, I got a text from UPS that they have issued a credit to the sender. As expected, I have been unable to speak to anyone yet.
The customer service is horrible!!Deckers Retail, LLC
Date: 01/30/2024
We're sorry to hear that your order was never delivered to you. We
understand how disappointing this must be. We'll be following up with you via
email to provide additional information on your package.Review fromMichael M
Date: 01/28/2024
1 starMichael M
Date: 01/28/2024
I've been loyal with UGGS for awhile now but their customer service is horrible Period!!!! I read some other the comments and I get it because there very phony and they don't help period too. This will be the last time I ever support Uggs I promise you Who ever read this don't support them anymore serious. Also they gave me a hard time at the location UGGS king of Prussia mall king of Prussia pa and the Philadelphia premium outlet Pottstown paDeckers Retail, LLC
Date: 01/30/2024
We apologize for any inconvenience you may have experienced at two of
our locations. We would like to gather more information about your experience to
address the issue appropriately. We will be contacting you shortly via email.Review fromHeidi L
Date: 01/26/2024
1 starHeidi L
Date: 01/26/2024
I ordered two pairs of Hoka shoes. They changed how they make the shoe and I ended up needing a different size. I have worn these forever and never had issues before but that's not my complaint. I sent them back for the correct size and Hoka sat on them for a month. I called 3 times and finally someone said they were going to put in a ticket as the shoes arrived at their warehouse weeks ago. I asked what the delay was and she said she saw no delay. Really! A month! Anyways my exchange finally came and they sent me mens shoes!!! Why on earth can't they get their sh!t together. I will never order from them again. They act nice in the phone and they absolutely don't care and don't acknowledge your complaint when you ask them about it. Now I'm worried they will sit on the refund. I just want to go to a local shop but I'm worried they won't refund me til next year at this rate.Deckers Retail, LLC
Date: 01/30/2024
We are sorry to hear about
the issue you encountered with your exchange. We will be happy to follow up
with you via email with additional information.Review fromJustine W
Date: 01/19/2024
1 starI received horrible customer service from call center employee ***** C whose supervisor is Stacey Ellison. She refused to provide her full employee name during the call. I called the Customer Care Line today 1/19/2024 due to a billing discrepancy for Ugg Order. I provided my credit card information to the employee and afterward was placed on an intentional hold for 5-10 minutes. The employee was not remorseful until I told her I was in the middle of a workday resolving this issue to be addressed. I was told there would be a survey at the end of the call, but there was no survey so I could report my experience with her after she disconnected the call. Furthermore, I asked during my call to receive an email receipt of my card being charged for this order and was told within 3-5 days I would see it reflected on my billing statement which is not what I asked. The DECKER/UGG brand/company has completely left me feeling disrespected as a customer. The entire issue started because of a billing discrepancy that should've never happened if the warehouse was unable to charge my card for the purchase, especially on a back-ordered item.Review fromAmanda A
Date: 01/02/2024
1 starAmanda A
Date: 01/02/2024
I ordered 3 pairs of shoes on 12/31/23 from their UGG online website. The shoes were shown as one price, but when I put them in my cart, it charged me another price. I tried contacting customer service that night and again the next day, but it was not available due to holidays. I finally got in touch with them on 1-2-24, via text. I sent them pictures of what the it showed the prices to be, and what they charged me. They refused to correct the price saying they don’t price match. I told them it wasn’t a price match, it was what the website showed the price to be. They still refused and said I can just return the shoes when I receive them.Deckers Retail, LLC
Date: 01/03/2024
Thank you for
contacting us regarding our price match policy for orders placed on our website.
Price matching is only eligible on the same style, including colorway, if it
was to go on sale within 30 days of purchase on the site directly. In addition,
we cannot facilitate any additional price matches for items included in our UGG
Closet promotional event. Our policy, clearly stated on UGG.com, specifies that 'Price matches are not eligible for items temporarily offered as part of a
promotional event. We hope this information helps to clarify.Review fromTaylor K
Date: 12/29/2023
1 starTaylor K
Date: 12/29/2023
My initial contact via text. Contacts with company by chat with Customer Care was not answered. I did call Customer Care and was left on hold for 20 minutes the first attempt and 15 minutes the 2nd attempt with no one taking my call . My complaint was as follows:
“ Please cancel gift card. Was not received in the 2 hour window promised on website. Recipient had to buy shoes without gift card. The gift card which has still not been received is now worthless. Company offered to provide me with gift card information.. My response was : “The gift card information will not help. It was not received in time to be used for purchase which needed to be made the late morning of December 29”. .Your shoes are great, but your customer service is extremely poor and not customer focused. Only answer to problem is can not help you.Deckers Retail, LLC
Date: 01/02/2024
We
apologize for any inconvenience caused by your negative experience regarding
the gift card you purchased. Unfortunately, gift cards cannot be returned, used
as payment on any account, or exchanged for cash, as required by US law. Upon
review, it appears that we sent the virtual gift card information to the
recipient within the 2-hour window timeframe. Please note that these emails may
sometimes be filtered into spam folders, which could explain why the recipient
did not receive it. If they still have not received an email, please feel free
to contact our Customer Care Team and they would be happy to resend it.
Although we are unable to apply the gift card to the order, we recommend that
they return the original order for a refund, then place a new order at their
convenience using the gift card. Once again, we apologize for any inconvenience
caused.
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