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 fromQuandremer D
Date: 12/18/2023
1 starQuandremer D
Date: 12/18/2023
I’m tired of this company taking advantage of customers with their shipping time they will entice you to spend your money with them in the amounts of $100s with promise you will receive your item in 5 days or so and then a few days later it is delayed 5 more days that is not what I paid for I could have brought the shoes from the mall and got them in time why would you advertise a shipping time just to get my damn money then don’t deliver on time it’s unacceptable if it’s 10-12 days say that so we don’t purchase I spent almost 400 dollars I’m poor I don’t have Time to wait for a refund when you late delivering something I paid for and you don’t compensate the customers.
Deckers Retail, LLC
Date: 12/19/2023
We're sorry to hear of your frustration! Our teams work hard to ship your items as quickly as possible. It appears that standard shipping was applied to your order. However, please keep in mind that due to the increased holiday volume, order processing may take up to 48 hours before your order is ready to ship. We are pleased to inform you that your order is estimated to be delivered by 12/21. You can track your order using the UPS tracking number found in your shipping confirmation email. We hope this information is helpful!Review fromSophia M
Date: 12/12/2023
1 starSophia M
Date: 12/12/2023
Ordered a pair of shoes. The order never arrived and got sent back to the warehouse because of the carriers fault. Customer service couldn’t answer my questions or transfer me to someone who could further assist me. There’s also no corporate number. How does a big company like this have no transfer to supervisors or a direct line for corporate. People who pick up the calls don’t know enough of the company policies to answer questions. I heard the person who picked up the phone clicking to find answers to my questions. Also put me on hold multiple times to give me answers. The shoes I ordered was during a Black Friday sale and I can’t get them again for the same price point or reorder them because they’re out of stock. I asked if I could speak to someone who could help me get the exact pair after it gets back under their inventory and they said they best they could do was give me free expedited shipping to order another pair which would cost more due to no Black Friday sales.Deckers Retail, LLC
Date: 12/13/2023
We're
sorry to hear about the delivery issues with your order. We will be following up
with you via email directly regarding this.Review fromTrisha M
Date: 12/11/2023
1 starTrisha M
Date: 12/11/2023
Beware if you purchase online and do a return to store they WILL NOT provide you with a return receipt. Over 10 days and still no refund. All Clarissa said was and I quite “ Yeah, it was refunded on our end on the 30th.”
I just had to do a dispute through my credit card.Deckers Retail, LLC
Date: 12/12/2023
Thank
you for contacting us! If you are returning your order in-store that was
originally purchased through UGG.com, you will be refunded for the value of the
eligible return item(s). The return items will then be sent back to our
warehouse from that location on your behalf, please allow 5-10 days for your
return to process once it has made it back to our warehouse. Refunds will be
processed back to the original form of payment. Although this process occurs
immediately in our system, it may take a few business days to reflect in your
account based on your bank's policies once your return is processed. We hope
this helps to clear up any confusion regarding returning products in-store.Review fromTanya S
Date: 12/10/2023
1 starTanya S
Date: 12/10/2023
Refused to adjust sales taxes according to provincial tax regulations. Charged two taxes after repeatedly stating the item
was for a twelve year and there should be no RST.Deckers Retail, LLC
Date: 12/11/2023
Thank you for contacting
us! After reviewing your inquiry, we would like to inform you that sales tax in
Canada is applicable to all orders based on the province or territory. For more
detailed information on how sales tax is charged in your region, we suggest
reaching out to your local government. We hope this clarifies the situation for
you.Review fromAngie Y
Date: 12/08/2023
1 starAngie Y
Date: 12/08/2023
I have been an Ugg loyalist for years and have several pairs as do my kids. I have never had customer service as bad as what I have experienced yesterday from Ugg and I’m so disappointed.
I placed an order in October for a pair of Tasman for my daughter for Christmas. Received communication that they were back ordered. No worries, plenty of time. Received numerous updates on shipping dates. Called last week for an update, yep on track. 11/28 received this update “Get ready to get cozy! Your backordered item(s) are here and heading your way soon!”
Then on 12/7, just a casual email that my order has been canceled. Nothing to make it right. And the best part is I would have to take extra steps to get my name on a waitlist when I have had an actual order for months. Shouldn’t that automatically have me on a waitlist?
This is completely unacceptable. This was the big gift for my daughter. Now what? Just a casual cancellation. Get in line behind other people on a waitlist that never had a confirmed order with numerous updates that item was on its way.
I hope Ugg can find a way to make this right because I still can’t believe this is how they handled this situation
This was part of the cancellation: “If your heart was set on that item, you can always select the product through our website to add your email to the waitlist and be notified if it becomes available again”Deckers Retail, LLC
Date: 12/12/2023
We apologize for the inconvenience caused by the
cancellation of your backorder item. We understand your frustration, especially
since it was intended as a Christmas gift for your daughter. Our teams work
diligently to fulfill orders as quickly as possible, but due to the high demand
for Tasman slippers this season, we were unable to fulfill your order in a
timely manner. As a result, we canceled your order and released the
authorization hold on your account so that you can find an alternative style at
your convenience. We also see that you contacted our Customer Care team, and
they offered you a discount on a future order as a one-time courtesy due to the
canceled order. Once again, we apologize for any inconvenience this may have
caused.Review fromLisey R
Date: 12/01/2023
1 starLisey R
Date: 12/01/2023
UGG does not "stand by their products" as stated on their website. If you live in Canada you are considered an "International" customer and they will only offer you a replacement "once in a lifetime" even if the product is under the 1 year mark for a different pair of slippers that are defective. Nowhere does it state this on their website under the Warranty policy. I would re-consider purchasing items from UGG since they do not provide good customer service to their customers.Deckers Retail, LLC
Date: 12/13/2023
Thank
you for contacting us! We will be following up with you via email to request
more information regarding your product.Review fromBenaissa B
Date: 11/30/2023
1 starBenaissa B
Date: 11/30/2023
I buy a women cozy tagg for my wife ,and my order was in backorder, and after one month I got email telling me that my order is ready to be shipped, and when I called the customer service they said no sorry your order is still back order , is the second time they do this to me
And I request to talk to a supervisor, they don't even have supervisor , the worst customer service ever I will never buy from themDeckers Retail, LLC
Date: 12/01/2023
Thank you for reaching out! You are correct, we did send you an email on 11/28 stating that your backorder item will be shipped soon. We are estimated to receive more inventory on 12/8. Orders will be fulfilled in the order they were received once the item becomes available. We will send you an email with tracking information as soon as your item is shipped, so please keep an eye out for it. We hope this information is helpful!Review fromJoy D
Date: 11/14/2023
5 starsI bought 3 pairs of tennis shoes. When I opened the box there was broken glass throughout the whole thing. Not sure how that happened. I contacted customer service immediately. I connected with D****, a very nice lady who helped resolve everything promptly. I wanted to let you all know her customer service was amazing and she knew what she was doing! I hope someone sees this and gives her some praise!Review fromjennee d
Date: 11/10/2023
1 starI initially bought 3 pair of slippers, returning two of them. I was given confirmation, refunded, then 2 months later received an email that the box returned was empty. I was given the choice to pay for the items or return them or my credit would be affected. I have been working for weeks to get this rectified. I would not trust this company for business again.Review fromBriana L
Date: 10/31/2023
1 starBriana L
Date: 10/31/2023
Terrible customer service. I bought a pair of shoes less than a month ago and the bottom is peeling off. I contacted via chat and phone call and they will not do anything for me. They in fact argued with me. This shoe has several poor reviews and they will not take responsibility.Deckers Retail, LLC
Date: 11/02/2023
Thank you for reaching out! We are sorry to hear about the issue with your shoes. We will be following up with you via email with additional information on our one-year warranty process.
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