Business Profile

Retail Shoes

Deckers Retail, LLC

Headquarters

Complaints

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

Customer Complaints Summary

530 total complaints in the last 3 years.
230 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:04/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I bought a brand-new pair of HOKA shoes and it’s honestly one of the worst purchases I’ve ever made. Within days, the seams started coming apart like they were stitched by a toddler. The quality is absolutely pathetic. These are supposed to be “premium” running shoes? They feel like they came out of a bargain bin. To make matters worse, the insoles don’t even stay in place. They slide right out when I take the shoes off—every single time. It’s like they weren’t even secured in there. For the ridiculous price I paid, these shoes should be flawless, not falling apart and falling out. The build is cheap, the materials are garbage, and clearly there’s zero quality control. I’m disgusted that this brand has the nerve to charge what they do for shoes that can’t even hold themselves together.
Business Response
Date: 04/21/2025

Thank you so much for contacting us regarding this issue with your recently purchased Bondi 9 shoes. We are very saddened to hear that this pair did not meet your expectations. Because they already have your payment info and your purchase was within the last month we would suggest attempting a resolution through Dick’s Sporting Goods first.

If they are unwilling or unable to assist, please reach back out to us at [email protected] with your BBB ID #23217661 and we will be happy to look into potential options.

HOKA Customer Care Team
Customer Answer
Date: 04/21/2025

Complaint: 23217661

I am rejecting this response because: I already reached out to dicks sporting goods and they did nothing. I was advised to reach out to you.

Regards,

G****** *********

Business Response
Date: 04/21/2025

We are very sorry to hear about the issue with your pair. Thanks for trying to work it out with the retailer. It sounds like your Bondi 9 could potentially be covered under our one-year manufacturing warranty. If approved, you would receive a site credit on HOKA.com in the amount of your pair so you can replace the item at no additional cost to you.

Please visit our site here bit.ly/HOKAWrnty to get your return form for inside the box and be sure to include a copy of your purchase receipt from Dick’s Sporting Goods in the box with the return form (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty).

Please allow 10-15 business days from warehouse receival date for product warranty evaluation. If you could please verify the following contact information, we will gladly get a one-time courtesy complimentary pre-paid return label sent your way:

Name:
Email:
Phone:
Complete Shipping address:

Feel free to contact us directly at [email protected] with your BBB ID # 23217661 if you would like continued assistance.

HOKA Customer Care Team
Customer Answer
Date: 04/29/2025
Since I could not wear the shoes for work, I ended up leaving them at Dick’s Sporting Goods and they would not return them so I just left them and walked out and had to go buy Skechers
Initial Complaint
Date:04/16/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I purchased Hoka shoes about 6 to 7 months ago. I haven't worn them much outside of walking and casual wear. There is an elastic band on the inside of the shoe that connects the upper to the sole of the shoe. This piece has started to unravel and is beginning to tear. I saw Hoka offers a 12 month warranty for issues such as I described. I contacted the company and they flat out refused to honor their warranty and refused to inspect the shoes. I understand this is their right, but for as expensive as the shoes are I wish they would really clarify how they honor their warranties
Business Response
Date: 04/17/2025

We appreciate you contacting us regarding this. It can be disheartening when products don’t meet expectations, our apologies. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation of NA28578535_EX was denied after review.

Our team will be more than happy to start a separate photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you.

Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.

Name:

Email Address:

Telephone:

Complete Shipping Address:

Name of Item:

Model of shoe (S/N): W CLIFTON 9 Item No: 1127896-SNC-06B

Color:
US Size:

How often is this product used?

Where was the item purchased? NA28578535_EX

When was the purchase made?  05/09/24

Brief Description of the Defect:

Any additional instructions/Questions:

We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags

• A copy of a receipt or credit card/bank statement showing the purchase date.

Please reach out to us directly at [email protected] with your BBB ID # 23211343 to verify the requested information.

HOKA Customer Care Team
Customer Answer
Date: 04/19/2025

Complaint: 23211343

I am rejecting this response because I have sent my response with photos and have asked for confirmation the photos were received. Attaching all files requested made the file size to large to send trough email. I sent the photos in small enough groups to send, but have yet to receive confirmation if the photos were received.

Regards,

Mackenzie Rhubart

Business Response
Date: 04/21/2025

Apologies for any delay in response. Good news! It would appear that a replacement pair has been offered as a one-time courtesy to resolve this matter. Please follow up with our team via that email inbox once you have made your selection so we can get your order placed for you.

HOKA Customer Care Team
Initial Complaint
Date:04/01/2025
Type:Delivery Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I placed an order for shoes. The shoes were shipped by FedEx. FedEx delivered the shoes on Feb 28th, but they put them in an Amazon Hub station that I do not have access to. I contacted Hoka they told me they would work to resolve the issue. I also contacted FedEx on the 28th. They said they would try to resolve the issue. On Sunday, March 30 I received an email from FedEx that said if I did not have the package by March 31st at 9:42pm I should contact the seller for refund or replacement. Today, April 1st I contacted Hoka. They told me either contact FedEx again or wait 15 days for resolution. This is ridiculous. I have made every attempt to resolve this issue on my end and Hoka just tells me to wait 2 weeks?
Business Response
Date: 04/02/2025

We sincerely apologize for the inconvenience you have experienced regarding your lost package. We understand how frustrating this situation can be, and we appreciate your patience.

Upon reviewing your case, we noted that when you contacted our Customer Care Team on March 28, 2025, a request for your lost package was submitted for order number NA39172885. Unfortunately, there was an error in initiating the claim. Please be assured that our processing teams have manually submitted the claim for your package as of 4/1/2025.

Kindly note that the processing may take up to 15 business days to complete. Once finalized, you will receive an email with further details. If you do not receive an email by the 15th business day, please do not hesitate to reach out so that we can verify the status of your claim.

Thank you for your understanding.

You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #23144898 if you need any further assistance.

HOKA Customer Care Team
Customer Answer
Date: 04/02/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23144898, and find that this resolution is satisfactory to me.

Regards,

F****** ***
Initial Complaint
Date:03/25/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
i have exhausted all my efforts in trying to get my package my order was delivered on 03/05/25 and i have yet to receive it i paid a total of $48.71 and ive contacted uggs about 4/5 times which chats and calls should be monitored and recorded today 03/25/25 i made my last attempt to fedex and uggs who uggs is no help keeps telling me the claim is under review and fedex in which i contact twice stating no claim has been opened with decker brands or uggs and im being lied to kristine which was the last person i spoke to today at uggs that the claim was under review when in fact no claim was ever filed the last 4 times this has caused me so much stress and anger that i just have to let this go and me not getting my item horrible customer service representative and business
Business Response
Date: 03/27/2025

Thank you for contacting us regarding your lost package, NA38759985. We understand the frustration of not receiving your package, and we appreciate your patience in this matter.
Upon reviewing your conversation with our Customer Care team, we note that a claim was submitted on March 10, 2025. However, due to an error, it was not processed successfully. Our Customer Care team has since reached out to our processing team to ensure that your claim is submitted manually.

Please be aware that investigations may take up to 15 business days to complete. Once the investigation is concluded, you will receive an email with further details regarding the outcome of your claim.
We hope this information is helpful.

You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #23114759 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hoka has a 1 year warranty program that you can send your defective shoes to them. I sent my Hokas I had purchased in February 2023 because they had an unusual damage, not caused from normal wear and tear in January 2024. It cost me $17 to send them. They sent me back my shoes stating I had sent them “out of the warranty period”, although my 1 year warranty period was not up yet. I had sent them order proof along with the shoes so I thought customer service could fix this mistake. Hokas’ customer service representatives agreed with me that a mistake had occurred, but told me it was impossible to correct and there was nothing that could be done regarding this error. I did research, and found many others who have experienced this exact same issue, but Hoka keeps doing it regardless. If the customer service representatives realize a mistake has been made, they should be able to fix it.
Business Response
Date: 03/27/2025

We regret to inform you that your warranty return has been denied, despite being submitted within the one-year period. Please note that our one-year warranty does not ensure a replacement, refund, or site credit. Our warehouse team conducts a thorough evaluation of the shoe to assess eligibility.

Unfortunately, we were unable to locate an order associated with the email address you provided. If you could please provide additional details regarding your purchase, along with your email address and phone number, we would be glad to investigate this matter further.
Thank you for your cooperation.

You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #23110941 if you need any further assistance.

HOKA Customer Care Team
Initial Complaint
Date:03/24/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On February 1, 2025, I placed an order for one pair of athletic shoes on Hoka.com. The Hoka Order Number is: NA3*****22. The shoes I ordered were a ladies black and white shoe. On February 5, 2025, I received a shipment from Hoka but the shoes were not the style that I ordered and were all white. I contacted Hoka by phone and they requested a photo of the shoes I received which I provided. Hoka emailed me a return shipping label and I shipped the items back to Hoka on February 6, 2025 using the shipping label Hoka provided. UPS Tracking shows the return shipment was received at by Hoka on February 13, 2025. Since that time, Hoka has refused to issue a refund for the items I purchased, then returned according to the instructions they provided. Every time I call them, they admit they received the return on February 13, 2025 but they refuse to process the refund. First, Hoka told me they had 5-10 business days to process the refund, and now they tell me they have up to 30 days to review the return and determine whether to issue the refund at all. I have also requested that Hoka escalate this matter and a Hoka Customer Care Supervisor emailed me but again stated they have up to 30 days to review and determine whether they will even issue a refund. I am seeking a refund of the full amount I paid on February 1, 2025 for $151.55. I paid for shoes, the incorrect shoes were delivered, and I have returned them. I have paid Hoka for something and got nothing in return.
Business Response
Date: 03/26/2025

Thank you for contacting us regarding your order NA38125722. We sincerely apologize for the inconvenience caused by receiving the incorrect item, as we understand how frustrating this situation can be, especially since you were expecting the Kawana 2 shoes.

Upon reviewing your order, we confirmed that a full refund was processed on March 13, 2025, and our processing team has also sent an email notification regarding this matter.

We hope this information is helpful, and we once again apologize for any inconvenience this may have caused.

You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22994478 if you need any further assistance.

UGG Customer Care Team
Initial Complaint
Date:03/20/2025
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I am reaching out to formally file a complaint against Teva regarding the denial of my warranty claim for a product that is still within the warranty period. Despite my product being covered under the stated warranty, Teva has incorrectly claimed that it is out of warranty and refused my replacement request. I have provided the necessary proof, including my original order details, which clearly indicate that the product is still within the valid warranty period. However, their response contradicts this, creating confusion and frustration on my end. This situation appears to be a case of misleading business practices, as Teva's claims do not align with the documented purchase and warranty terms. I am hopeful this issue can be resolved fairly, but if necessary, I am prepared to escalate the matter further. I kindly request the BBB’s assistance in addressing this issue and ensuring that Teva honors its warranty commitments. Please let me know the next steps to take to proceed with this complaint.
Business Response
Date: 03/21/2025
Hey there S*********,

Thank you so very much for contacting us regarding this scenario with your warranty on your Hurricane XLT 2 for site order NA2*****69 being denied after inspection RA00****96_RCRT. We know this situation is not ideal and apologize for any disappointment.
Our team will be more than happy to start a photo evaluation sp we can take a second look at your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you quickly.
Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.
Name:
Email Address:

Telephone:

Complete Shipping Address:

Name of Item:

Model of shoe (S/N):

Color:
US Size:

How often is this product used?
Where was the item purchased?

When was the purchase made?

Brief Description of the Defect:

Any additional instructions/Questions:

We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags

• A copy of a receipt or credit card/bank statement showing the purchase date.

Please reach out to us directly at [email protected] with your BBB ID # 23093943 to verify the requested information.

TEVA Customer Care Team
Initial Complaint
Date:03/20/2025
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Purchased my daughter a pair of UGG mini platform for Christmas on 12/18/24 and 2 months later the rubber sole started to detach in one spot. Purchased at Journeys and already past return window and was advised to contact UGG directly. UGG recommended to mail in shoes for warranty claim as their warranty covers defects for up to 12 months. I mailed in shoes at my own expense at $20 and they were delivered to UGG warranty department on 3/3/25. I have now received a DENIAL stating this is normal wear and tear. How are $135 shoes normal to break after only 2 months of very minimal wear. This company does not stand by any warranty and state it is normal for boots to break after 2 months minimal wear. This is my first purchase of a pair of UGGs and will be my last. I would not recommend anything from this company.
Business Response
Date: 03/21/2025

We are very saddened to hear about the issue with your daughter’s Mini Platform sole detaching within a short time, that is not the expectation. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation RA00710354_RCRT was denied after initial review.

Our team will be more than happy to start a separate photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you in a timely fashion.

Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.

Name:

Email Address:

Telephone:

Complete Shipping Address:

Name of Item:

Model of shoe (S/N):

Color:
US Size:

How often is this product used?

Where was the item purchased?

When was the purchase made?

Brief Description of the Defect:

Any additional instructions/Questions:

We will also need:
• Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags

• A copy of a receipt or credit card/bank statement showing the purchase date. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.

Please reach out to us directly at [email protected] with your BBB ID # 23092476 to verify the requested information.

UGG Customer Care Team
Customer Answer
Date: 03/28/2025

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 23092476, and find that this resolution is satisfactory to me.

Regards,

K**** ********
Initial Complaint
Date:03/17/2025
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
HOKA. Customer service is a joke. I had a long text exchange with them regarding their product and made it clear I was returning them for a refund. I paid the postage to send back, as they wouldn't. I got an email a week or so later for store credit - what a joke. Their shoes are over hyped, do not actually fit properly - being 1-3 sizes too big consistently. I'm angry with their incipid excuses and misinformation. But mostly because they owe me almost $200.
Business Response
Date: 03/18/2025
Thank you so much for contacting us regarding the issue with your return on order NA3*****50. Our deepest apologies for the way your initial communication was handled as the agent apparently did not realize this was a direct site purchase within 30 days of receival and the agent provided the incorrect type of warranty protocols for your scenario.
It would appear that your situation is being addressed by a Customer Care supervisor. We are showing a request was put in to transfer the site credit issued back to your original form of payment on order NA3*****50. In addition, a second refund has been issued to you for the shipping cost incurred sending them back for evaluation. We hope this resolution is acceptable.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #23075447 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 03/20/2025

Complaint: 23075447

I am rejecting this response because: They didn't refund the entire amount of $130.19. They refunded only 121.79 an $8.40 shortage. This is not an acceptable solution and continues to reflect on the bad practices of Deckers. There was no reason/explanation/discussion on this shortage.

Regards,

S***** ******

Business Response
Date: 03/20/2025

Our apologies for the variance on the refund amount received. Due to a processing error the shipping cost on your original order was not included in the refund, sorry for any inconvenience. We have corrected this on our end and issued you an additional refund in the amount of $8.40 USD to the original form of payment ApplePay. Please allow 1-5 business days for funds to apply. Thank you so much for your understanding.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #23075447 if you have any further questions.
HOKA Customer Care Team
Customer Answer
Date: 03/20/2025

Complaint: 23075447

I am not satisfied with the experience with this company. The number of "mistakes" they made is appalling. This order alone had at least 5 different financial mistakes. Normal companies make less than 1. This is abhorrent behavior and the BBB needs to address this companies significant failures. False advertising. Repeated return issues from how the classified the return to shipping issues to inaccurate financial reporting to random "stealing" of $8.40 they classified as an innocent mistake. Way too many issues for any company that purports to be reputable. No rationale person would be satisfied with their handling of this situation.
Regards,

S***** ******
Initial Complaint
Date:03/12/2025
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made an order on ugg and it shipped out on March 4th. It was supposed to be delivered on March 6th. I live in a building where we have a mail room. When I went down to get my package, it wasn’t there. I immediately contacted UGG and they told me to file a FEDEX claim so I did. My case was closed and i called FEDEX and they told me it was up to UGG now to resolve my issue because they weren’t able to locate my package. The delivery driver didn’t provide a picture or anything for proof of delivery. So now I called UGG and FEDEX today and put them in a 3 way call to resolve this. The UGG employee was repeatedly telling me that there is nothing they can do about my missing package which is ridiculous and disrespectful. The FEDEX employee was on my side and wished there was more he can do to help me. The order was close to 300. So now i’m here trying to get a refund because there is no way I am losing $300.
Business Response
Date: 03/18/2025
It is never an ideal scenario when delivery issues happen, especially when your order is not received. Our apologies for any inconvenience. Our systems are showing your order NA3****413 did not include an apartment number and was delivered to the mail room on 03/06/25 via FedEx tracking 44********54.
Our records indicate a FedEx claim was initiated on 03/07/25. If the FedEx claim is successfully approved, we will be happy to issue a refund for your order. Be advised, our teams are unable to dispute or reopen a FedEx claim once a determination has been reached.
In addition, we are showing that one of our Customer Care Supervisors emailed you about your FedEx claim and would advise to continue communicating directly with that Supervisor via email regarding this situation.
You can also reach out to us at [email protected] with your BBB ID #23058404 if you have further questions.
UGG Customer Care Team
Customer Answer
Date: 03/19/2025

Complaint: 23058404

I am rejecting this response because:
Well no this isn’t right. FEDEX and UGG keep sending me into circles. I don’t understand what I have to do for someone to help me. FEDEX is telling me they can’t do anything and it’s up to UGG. UGG is telling me it’s up to FEDEX, this is unbelievable. Do i have to take this up with corporate? or with a lawyer? It’s been 2 weeks and no one updates me on anything. FEDEX told me AND UGG they couldn’t find my package and it’s UGGS responsibility to help me and UGG still isn’t doing anything. When I called FEDEX, they told me that is no existent claim on this tracking number. So are you telling me that UGG never put in a claim and i’ve been waiting for no reason? And then I called UGG yesterday and a representative told me that the claim was not even properly submitted because my apartment number was missing!! It doesn’t even matter if the apartment number is missing!!! I HAVE A MAILROOM. They put packages in the mail room, take a picture and I go down and get my package. So unacceptable.
Regards,

L***** *******

Business Response
Date: 03/26/2025

We are sorry to hear that you are rejecting this information. We understand how frustrating this process has been, and we have conducted a thorough review of the situation.

It appears that there was an error on our end when the Customer Care Team submitted the request to file a claim, resulting in the claim not being filed. However, we have since contacted our processing teams, who have submitted a request to open a claim for your lost package NA3*****13.

As a result, please note that you will need to wait 15 business days for the investigation to be completed. Once the investigation is finalized, you will receive an email with the outcome of the claim. If you do not receive an email by the end of the 15 business days, please do not hesitate to reach out to us for an update.

We apologize for the inconvenience and greatly appreciate your patience.

UGG Customer Care Team
Customer Answer
Date: 03/26/2025

Complaint: 23058404

I am rejecting this response because:
Are you serious? I have to wait another 15 days for this? How irresponsible are your employees? I was on the phone with UGG almost everyday and every. single. employee told me that there was a claim and now i’m learning that your dumb employees didn’t even submit a claim? This is pure disrespect and negligence and showing how much you care about customers and don’t care how your company messes up. I demand a refund soon or I will taking this further with legal matters. Have me waiting for a MONTH. the disrespect

Regards,

L***** *******

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Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

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