Reviews

This profile includes reviews for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
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  Deckers Retail, LLC

  150 Tanger Dr Williamsburg, IA 52361-9653

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  Deckers Retail, LLC

  189 The Grove Dr Ste F72 Los Angeles, CA 90036-6225

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  UGG

  18521 Outlet Blvd Chesterfield, MO 63005

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  Deckers Retail, LLC

  1249 Wisconsin Ave Washington, DC 20007

Review Details

• Review fromReondra C

  Date: 10/16/2023

  1 star

  Reondra C

  Date: 10/16/2023

  Customer service is horrible. Paid for Uggs with expedited shipping and supervisor is refusing to refund although there are no scans on tracking number. She tells me I have to wait 10 days before they can deem the package as lost. Meanwhile it’s getting cold here in SC and my daughter doesn’t have her boots. They are acting like the issues is not on their end.
  

  Deckers Retail, LLC

  Date: 10/18/2023

  We are sorry to hear you are experiencing a delay with your order. Our apologies for the inconvenience. We will be following up with you via email directly regarding this. 

• Review fromAmy C

  Date: 10/11/2023

  1 star
  SANUK.COM is THE worst company I have ever dealt with. I purchased 2 pairs of shoes from Sanuk.com. They were too small. I returned both pair for refunds, as they suggested to put both pairs in 1 box, which I did. 3 weeks later, I text them asking if they received them ok. According to my usps receipt, they received my package in 10 days. They said they only received 1 pair of shoes. They would not give me credit for both pairs even with the usps receipt! I got credit for 1 pair so I ordered a pair, received them. They were too large. They offer free returns and exchanges according to their website. I returned them for an exchange. Heard nothing for 3.5 weeks so I called. They had returned them instead of exchange and gave me another store credit. They gave me $9.88 less! They charged me for returning them back! I just want to be done with this SCAM company! I ordered another pair and had to pay another $10.00 for shipping when they should have exchanged them for FREE! I hope these shoes arrive and fit. Never will I purchase anything from SANUK.COM!! Amazon sells them for half the cost. BUYER BEWARE OF SANUK.COM!!!

• Review fromSvetlana S

  Date: 09/18/2023

  1 star

  Svetlana S

  Date: 09/18/2023

  Ugg/Deckers owes me $450! I had 4 different site credits that "expired". This must be some kind of new scam they are doing because in all the years I have been an ugg customer I have never had any problems or site credits "expiring". I contacted them today and they told me my credits expired on 5/25/23, 5/26/23, 6/28/23 and 7/12/23 and since that was a "few months ago" they cannot reinstate my site credits and they are "sorry for the inconvenience". Sorry for the inconvenience?? I want my money back! Never shopping with ugg/deckers again.
  

  Deckers Retail, LLC

  Date: 09/20/2023

  Thank you for reaching out about this. We are sorry to hear you are having a negative experience. We will gladly look into this further and follow up with you directly via email with additional information. 

• Review fromKatie W

  Date: 09/14/2023

  1 star
  December 2020 I persuaded my husband it was a great idea to spend $400 on two pairs of UGGs.
  He said spending so much on fuzzy boots seemed insane.
  But I reassured him... "I've been buying UGGS for 25-years, they will last a decade or more, and the customer service is amazing!"
  Not any more – UGG is not the same company. The quality is in the toilet. So is their customer service.
  2.5 years later a large hole has appeared in my boots. The suede upper and sole of have come apart.
  Look closely at the photos, it's obviously a manufacturing defect. We live in Coastal Southern CA, so they don't get much wear except inside during the mild winters. My husband has worn his much more than mine, and his are fine. You can see in my photos the minor wear on the sole.
  Here is how UGG treats loyal customers now: –
  1) You get a ONE YEAR warranty. If what they describe as a "manufacturing defect" appears AFTER one year, you are screwed. Even though it's obviously a defect. UGG simply does not care, because the defect appeared after one year.
  2) UGG has a repair program where you can pay EIGHTY BUCKS to have them repaired! I asked for this repair service free as a courtesy to a long-time customer. UGG supervisor refused me, and ignored email requests to escalate the matter further.
  Too many UGG reviews report the same issue – poorly made product, which UGG refuses to stand behind past their one-year warranty.
  Bottom line – don't buy UGGs.
  This is not a company that cares about keeping a 25-year customer.
  They didn't care about me, and WHEN (not if) your very expensive boots fall apart, they won't care about you either, even if it's their fault.

• Review fromSheena B

  Date: 08/22/2023

  1 star

  Sheena B

  Date: 08/22/2023

  If I could give negative stars, i would. I purchased an Ugg comforter from Bed, Bath, and Beyond before the store announced they were closing and paid $270 for it. Within the first 2 months the seam started coming apart, but by this time Bed, Bath, and Beyond has announced they were closing, so I was unable to return it to the store. After some time of thinking, I decided to try to return the comforter to Ugg directly. I started the refund process on their website and paid $90+ for shipping to return the comforter (Ugg didn't cover return shipping). A couple of weeks later the comforter was returned to me with paperwork that stated the warranty was expired (1 year warranty according to their website) and another form saying the product was counterfeit. I contacted customer service to find out what was going on and was told that since I bought the product from a store and not Ugg directly that they had to follow the 90 day store return policy and the 1 year warranty wouldn't apply. I have now paid almost $400 and I'm stuck with a defective, expensive comforter. I will never buy another Ugg product again.
  

  Deckers Retail, LLC

  Date: 08/31/2023

  We apologize for the trouble you have experienced with your UGG comforter. We can completely understand how frustrating of a situation this could have been for you with Bed Bath and Beyond going out of business. The reason why your item was returned to you is that items purchased from Bed, Bath & Beyond are not manufactured by us and are not eligible for a warranty return after that time frame.

• Review fromKenneth F

  Date: 08/17/2023

  1 star

  Kenneth F

  Date: 08/17/2023

  I ordered shoes and paid for overnight shipping as they were a Birthday present. Called them the next day after the UPS tracking said the label had been created ut product not delivered to UPS. Was told they had 48hrs to get it to shipper. called after 48 hrs and was told I would have to wait 10 days to cancel the order, Online chat told me they had been shipped that UPS had not updated the status that they would be delivered that day. Contacted UPS and was told that I could not file a ticket because they never received the package. Went bake to Hoka and asked to Cancel the order and was told because the label had already been created that I could not cancel the order. So I'm out $400 for a birthday present that was not delivered as promised.
  

  Deckers Retail, LLC

  Date: 08/22/2023

  We are sorry to hear of the issue you had with your order. We can completely understand how frustrating of a situation this would have been. All of our items can take up to 48 hours processing time before it is able to ship. Items are typically shipped out sooner depending on when the order was placed. However, it looks like your order might have had an issue with the label. Again although not a common occurrence when this does happen we have seen packages still ship within that 10 days. If for some reason your order has not moved in 10 days please reach back out to our customer care team so they can get you taken care of. 

• Review fromCourtney H

  Date: 08/02/2023

  1 star

  Courtney H

  Date: 08/02/2023

  Hoka is refusing to file a claim for a missing package. FedEx tells me that as the receiver I am not able to start a claim and must contact the shipper.
  Hoka is the shipper and refuses to file the claim.
  I am now out 200 dollars and have no shoes.
  

  Deckers Retail, LLC

  Date: 08/22/2023

  We are sorry to hear of the issue you experienced with your order. We are showing that this order was refunded to you as Fed Ex was not able to confirm the delivery of your package. We do apologize again for the frustrating expereince. 

• Review fromJames W

  Date: 07/18/2023

  1 star
  I ordered Sanuk shoes that did not fit. Returned them the next day. Waited 12 days for any info from Sanuk on receiving my return and sending the replacements. Finally chatted with them, they stated they never received them, even though my USPS tracking shows they did. They stated they would issue a refund in 3-5 business days and I could reorder the shoes. I reordered the shoes, and they never sent a refund. I contacted them today, they stated they sent the refund, and that my 2nd order was cancelled because they never received funds (which they did). They stated they would offer refund in 3-5 business days, which I told them I was still waiting on my first refund. Requests for supervisors were fruitless. One supervisor just emailed me saying everything the customer service rep told me was accurate and there was nothing to do. When I called today and asked for a supervisor after talking to customer service, they told me to reply to the supervisors email, which I already had, and received an automated response that they do not respond to emails, only calls, texts and chat. The customer service rep refused to do anything to solve the problem, or explain to me why I was never informed my order had been cancelled. This is the worst retailer I’ve ever felt with. They have one job, and they can’t even do that.

• Review fromJennifer L

  Date: 06/29/2023

  1 star
  I bought an ugg quilt at Bed bath beyond ( which is now closed ) the quilt did the weirdest thing and had hundreds of pills where the stuffing is coming out for no reason other than its defective. All the reviews now show it doing this , so I contacted ugg got an RA and sent it back to CA. It cost me $27 dollars to send it back. Rather than credit me for and $86 dollar purchase ugg wrapped the quilt up in packing tape ( it now has tape residue all over it ) . And they shipped it back to me from CA !! with ZERO explanation . I explained to a manager ( that i insisted on speaking with after I was told that ugg would do nothing ) that i purchased it at Bed bath beyond she than went on to say oh no problem we will credit you and reimburse you for the shipping cost. They said they would have record of the convo . so now I send them photos of the quilt the receipts and the shipping receipt and I am told someone will look into it on monday . The customer service is unbelievably bad, the product is even worse they obviously have zero concern about their carbon foot print shipping a quilt that belongs in the garbage all over the USA 2 times. Do yourself a favor and stay away from the brand they will not back their over priced product up.

• Review fromSteven T

  Date: 05/09/2023

  2 stars
  BUYER BEWARE - PLEASE READ THE FOLLOWING UNRESOLVED WARRANTY CLAIM
  Dear International Warranty Department Team:
  I did go to the warranty page as you suggested and found that a warranty claim would be rejected for the following reasons none of which apply to my situation:
  Not Covered by Warranty
  - Item(s) over 1 year old from date of purchase.
  - Normal wear and tear.
  - Accidental damage.
  - Water damage.
  This is either a manufacturing defect or there was a mixup and this is likely a size 7.5 rather than a size 8. The UGG store where the shoes were purchased confirmed this. How you make a contrary determination simply from the photos is not valid or ethical.
  I had offered M****** (Customer Support) that I would go back to the store at which time the store manager could confirm that the shoe is not a size 8 and that it does not fit properly; in effect it is a manufacturing or supply chain issue (a mismatched pair).
  This is a $50 U.S. error. Please fix it.
  Sincerely,
  S**** **********
  Date of experience: May 09, 2023