ComplaintsforDeckers Retail, LLC

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I have ordered a pair of shoes four separate times in almost three weeks. They continue to get cancelled even though the website and the online chat employees say they’re in stock. I called today and was told the website is up to date and there was nothing they could do but then I checked the website and it was in stock again. Not a single representative has given me the same answer except that every time before today they were in stock when I ordered them. I got most of my refunds so far (waiting for the newer purchase to drop off) but something needs to be done if they’re STILL listing products that are sold out as available online. The highest supervisor I talked to said the website was updated and continued to argue with me and cut me off mid-sentence making it sound like my problem. She said IF they came in stock, she would put a note on my account for the original price but then explained I would have to pay full price and wait for a refund for the difference.

  

  Business response

  06/12/2024

  
  
  We are sorry to hear that your four orders for the Classic Slipper ll were cancelled. Although our system does its best to keep an accurate inventory, it is not able to keep track in real time. Therefore, if multiple customers are ordering an item at the same time, our system wouldn't be able to automatically change the inventory that is shown. Our system then fills each order in the order in which it was received with the available stock. If this stock runs out before being able to fulfill your order, we wouldn't have extra to place your order which would cause a cancellation to allow your funds to be released. Our apologies for the inconvenience!
  
  However, it does look like a Supervisor from our Customer Care Team did offer to honor the price of $83.99 if the item comes back in stock. Unfortunately, we don't have a coupon code available to provide to use. The only way to take us up on this offer is to contact our Customer Care Team so we can refund the difference once it ships. Again, we sincerely apologize for any inconvenience this may have caused, especially with this being a gift.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21838390 if you need any further assistance.
  
  UGG Customer Care Team

• Initial Complaint

  05/21/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Ordered shoes from Teva, a brand who's address is stated in email as this headquarters, on Saturday May 18th. At checkout I was quoted a total of $71.40, the next day (Sunday May 19th) the order confirmation arrived in my email with a total that stated $76.94. Their point of sale system had apparently forgotten to add sales tax (a fault that rests on the business for choice of system).

  

  Business response

  05/24/2024

  
  
  Thank you for reaching out to us. We understand there may have been some confusion surrounding the calculation of sales tax. We would like to offer further clarification on this matter. Please note that sales tax is not calculated until the complete shipping address is entered during the order placement process. Upon entering the address, our system will automatically generate the appropriate sales tax based on the shipping destination. It is important to know that sales tax is applicable to all orders in compliance with state, city, and county regulations. For more detailed information on how sales tax is charged in your specific area, we recommend reaching out to your local government. We hope this information has cleared up any confusion.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21737630 if you need any further assistance. 
  
  Teva Customer Care Team
  
  

  Customer response

  05/31/2024

  
  
  Complaint: 21737630
  
  I am rejecting this response because: I had already entered all details including shipping address when the total was quoted as $71.40.
  
  Regards,
  
  J***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  06/03/2024

  We are sorry to hear you are rejecting this information. Prior to submitting your order, the charge amount including sales tax is displayed. We are unable to refund sales tax. However, as a one-time courtesy for the confusion, we have processed a 10% refund back to your original form of payment totaling $5.63. Although this was immediate on our end, please allow 3-5 business days for the refund to reflect back in your account. We hope this helps!  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21737630 if you need any further assistance.   

  Teva Customer Care Team 

  Customer response

  06/04/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21737630, and even though they lied saying the tax charge was shown upon checkout, I find that this resolution is satisfactory to me.
  
  Regards,
  
  J***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/20/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order NA2******1 for boots from this company, I liked them so much I ordered two more pairs in a subsequent in order NA******39. The first order was delivered to my home and there was a clear picture of my front door and the package. The second order was reported to be delivered to the same address, but the delivery photo is completely blurry and the location is completely different. I asked for them to refund my second order and they refused to do so. The second order was $480. It's not fair that they refused to refund my order. It has been incredibly difficult performing business with this company and they refused to connect me to anyone when I call or text. Please help me obtain a refund for an order I never received but they still charged me for.

  

  Business response

  05/20/2024

  
  
  Thank you for contacting us about your lost order. We understand your frustration with the situation involving order NA28****39 not being received, and we apologize for any inconvenience this has caused. Upon further investigation, a Supervisor has confirmed that UPS has reopened your claim as a one-time courtesy. Please allow up to 8 business days for UPS to conduct their investigation. It is important that you respond promptly to any communication from UPS regarding your package to ensure the claim is not denied. If your claim is approved, we will issue a refund for your order. However, if the claim is denied, you will need to contact UPS directly to reopen the claim as we are unable to dispute or reopen it on your behalf. Thank you for your understanding.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21735089 if you need any further assistance. 
  
  HOKA Customer Care Team

• Initial Complaint

  05/20/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The business HOKA has a promotion to get free expedited shipping if you sign up for their membership and once I did I received a code. Upon checkout I applied the code to my order and ensured that it said it was on the correct shipping method and free, it was. After clicking submit I was taken to a confirmation screen and it said standard shipping instead. Hoka has a cancellation policy which allows you to cancel within 30 min from ordering and when I tried to cancel a red window popped up on top saying there is an error with their system so I couldn’t cancel the order. I tried contacting customer support to get a solution. They only said that they can’t touch or edit anything in the order and said they can’t even cancel the order from their end due to the maintenance. (I have pictures of our chat and the error window if need for proof) after coming to an end with the consultant and she offered to create a ticket with the supervisor to contact me. After an hour the supervisor Kate said the exact same stuff the representative said but now claims that because it’s outside the “cancel window” she can’t do anything. It’s frustrating and pretty much scamming customers. When it is all their fault.

  

  Business response

  05/20/2024

  
  
  We apologize for the inconvenience you experienced with your expedited shipping code not applying to your order NA2*****06 despite entering it in the coupon code section. We understand that this situation can be frustrating as your order was shipped with standard shipping. Please note that orders cannot be modified once they have been placed, with only a 30-minute window available for cancellation. As your order was placed outside of this time frame, cancellation was not possible. We see that you have already reached out to our Customer Care Team regarding this issue, and they have processed a $20 refund to your original form of payment as a one-time courtesy. While the funds have been released on our end, it may take a few business days to reflect in your account based on your financial institution's policies. Your package has been assigned a UPS tracking number 1Z208W3*********61. We hope this information proves helpful in tracking your order. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21730912 if you need any further assistance. 
  
  HOKA Customer Care Team

  Customer response

  05/21/2024

  
  
  Complaint: 21730912
  
  I am rejecting this response because: I as a customer was not able to cancel the order in your “time window” because YOUR system was down and not working. The policy should not be enforced until your system is up and running or don’t take orders in at all. You are a successful business but run so poorly. If I as a consumer can’t cancel it myself or even YOUR own customer service can’t cancel the order because of your faulty system then why should I be punished. Update your system and not apply your time window cancellation policy if your system is DOWN to avoid this issue again. Bad practice like this feels like I’ve been scammed. I felt so powerless and was forced to proceed with the purchased even when I did not want too. I accepted the $20 refund because at first I was only offered a 10% discount on ANOTHER pair and waste a week of my time waiting for the other pair to ship. The point of this complaint is to show how unfair your policy is and how a consumer like me can feel if you don’t change your policy.

  
  
  Regards A**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  05/24/2024

  
  
  We are sorry to hear that you are rejecting this response. It is always our goal to address any concerns without causing additional frustration. Your feedback is valuable to us and will be shared with the relevant teams to prevent similar issues in the future. Although we regret any inconvenience, we were unable to cancel the order due to a maintenance outage that day, which was beyond our control. Again, we appreciate you for bringing this to our attention.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21730912 if you need any further assistance. 
  
  HOKA Customer Care Team

• Initial Complaint

  05/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Order Number: NA*******6 Date Ordered: 11/24/23 8:13:26 am Order Email: ************@yahoo.com Ordered items for Christmas. Went to West Virginia and I got terribly sick (I’ve got a kidney disease) and at any rate, I ended up needing to purchase my gifts there because I couldn’t make it home to get these. When I returned home, I contacted UGG, got three return labels for the boxes. Returned the items. As of date, and several phone calls, I’ve not been credited **** **01 **** **** **** **** 66 for this USPS tracking label. It shows it was delivered 12/30/23 to UGG. I need help in getting my money back after not getting anywhere in months.

  

  Business response

  05/15/2024

  
  
  Thank you for contacting us! We apologize for the delay in processing your refund. Our team has processed your return NA*******6_RT, and you should see a refund of $1,015.20 in your PayPal account within 3-5 business days. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21706664 if you need any further assistance. 
  
  UGG Customer Care Team
  
  

  Customer response

  05/15/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21706664, and find that this resolution is satisfactory to me.
  
  Regards,
  
  E***** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  05/10/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I returned shoes to HOKA through UPS. I have my return receipt. Date October 16. 2023 After waiting a month, I called Hoka. Told because of holidays they were behind. After holidays, I sent a letter to HOKA w my UPS receipt. No response. I sent another letter to a different address... no response. I called again, delayed. Called many more times, got the run around. Called May4..talked w a person . called May 5, another person, called again. This person told me my refund would be sent to my account in 5 busines days. This was 8 days ago. Called today, May 9, they told me i had to have proof of delivery. Called UPS, because its been such a long time, they can'r provide me w proof of delivery. This experince has been awful

  Customer response

  06/05/2024

  HOKA finally refunded the amount BUT this was 5 months after item was returned. They required proof of delivery. So, I went to UPS and luckily they were able to look it up and find the information. I sent this to HOKA  . HOKA then tried to issue me a credit instead of a refund.

  Their customer service is TERRIBLE.

   

  Thank you for trying to help.

  S**** *****

• Initial Complaint

  05/07/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Greetings, I ordered the Hoka shoes, model Gaviota 5, order NA*******5, on 03/28/2024. I returned the item for a larger size but I was told the item had not been received by the warehouse and I would have to wait 10 days. I calle back after 10 days and requested a refund as opposed to an exchange because the transaction was taking entirely too long. I was told I would have to call back in 10 days because the item had not been received by the warehouse. I called back after 10 days and told I would have to call back but I told the representative, this is ME CALLING BACK and and she reviewed my account and said she will put in a request to the warehouse and my refund would be generated in 10 days maximum. Hence, I called back today May 7, 2024 because it has been over 10 days and I was told I would have to call back in May 10 because the WAREHOUSE has not received my return. Therefore, I am getting the runaround by HOKA. I am Appalled at how I am being treated after having purchased 10-13 pairs of their shoes within 3-6 months. I want my money refunded. The post office via their tracking indicates the shoes were received by Hoka.

  

  Business response

  05/08/2024

  
  
  Thank you for contacting us. We apologize for any inconvenience regarding your return. Regarding return NA27836595_RT, a request was submitted on April 24, 2024. Our processing teams are currently reviewing this return, and we must wait 30 days from the delivery date before processing the request. If you have not received confirmation that your return was processed by 5/10, please contact us again so we can take a further look into this for you. We appreciate your patience.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21678664 if you need any further assistance. 
  
  HOKA Customer Care Team
  
  

  Customer response

  05/10/2024

  
  
  Complaint: 21678664
  
  I am rejecting this response because:
  I am not notifying or calling this business again. They can view their records and see that I have not received my refund of $185.50. Use the same exuberance to return my funds as you did to take it. I should not have to constantly contact and notify the company that I have not received my refund. I have been contacting them over a month for the same issue.
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  05/13/2024

  
  
  We are sorry to hear that you are rejecting this information. As it has been over 30 days since it was received at the warehouse, we have contacted our processing teams. Your return NA27836595_RT has been successfully processed, and a refund of $185.50 will be issued today, 5/13, to your Visa ending in 7097. Thank you for your understanding.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21678664 if you need any further assistance. 
  
  HOKA Customer Care Team
  
  

  Customer response

  05/14/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21678664, and find that this resolution is satisfactory to me.
  
  Regards,
  
  ******* ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hello. Regarding order NA2****190 I received an email on the 26th of April that the package is being delivered today. There seems to be a problem with this delivery, i have contacted the business for an update and have not received any response. Please look into this matter immediately and provide a clarification to avoid further escalation. Thank you

  

  Business response

  05/01/2024

  
  
  We apologize for the delay in the delivery of your order NA2****190. Upon review, we noticed that the last scan was on 4/26. We are required to wait 7 days from the last scan to allow for any additional movement, as packages have been known to progress within that timeframe. If there are no further scans after 4/26, please do not hesitate to contact us here on 5/3 so we can take a further look into this for you.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21642583 if you need any further assistance. 
  
  HOKA Customer Care Team

  Customer response

  05/01/2024

  
  
  Complaint: 21642583
  
  I am rejecting this response because:

  hello. Thank you for your response. This order has not been delivered yet. It has more than 7 days since i placed this order. The delivery estimate was last Friday. Please clarify if you are able to deliver this order or I should make other arrangements. 
  
  Regards,
  
  B**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  05/06/2024

  
  
  We're sorry to hear that you're rejecting this information. Since it has been more than 7 days since the last scan 4/26, we have processed a full refund of $461.10 to your PayPal account so you can reorder your items at your convenience. Please note that while the funds release immediately on our end, it may take a few business days to reflect in your account based on your financial institution’s policies. Once again, we apologize for any troubles you experienced with your order.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21642583 if you need any further assistance. 
  
  HOKA Customer Care Team
  
  

  Customer response

  05/09/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21642583, and find that this resolution is satisfactory to me.
  
  Regards,
  
  B**** ***
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On October 25, 2023 i purchased a pair of Hoka Clifton 9 GTX from the Running Room Store in the Toronto Path. 5.5. months into them, one of the shoes, the left, is no longer water proof. I contacted Hoka customer support and initiated a claim with them. I submitted all the required information and pictures as well as the payment slip. I was denied the claim as they assessed it to be wear and tear. How can a 5.5. months old shoes have wear and tear only on one of them? I am not a cripple and use both shoes; the fact that only one is defective clearly shows a manufacturing defect. I escalated the claim and this morning i got denied again. It appears that not having purchased the shoes from their website direct and not residing in the US (where you can send items for evaluation) puts me in a position of clear disadvantage. Running Room clearly states that they do not accept returns past 30 days. Anyway a warranty defect should not be the retailer's problem but the manufacturer's. I have owned several goretex shoes and never has the goretex deteriorated on one show only after such a short period of time. Hoka Customer Service is arrogant and not at all inclusive when dealing with customers. I own more than one pair of Hokas but after this horrible experience i will never buy a pair again. I also think that Hoka should do a better job at disclosing to customers about border warranty limitations and retailers limitations. I am attaching a copy of the original claim i submitted. Thank you

  

  Business response

  04/24/2024

  
  
  Thank you for contacting us regarding your Clifton 9 GTX shoes. For products purchased at a retailer, we kindly request that you inquire with them regarding their return policy. While your warranty claim was initially denied, we are willing to review it again as a one-time courtesy.
  
  Please provide the requested information in the format shown below. Once we have assessed the details, we will follow up with you promptly.
  
  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 l interior tags
  • A copy of a receipt or credit card/bank statement showing the purchase date
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21614785 if you need any further assistance. 
  
  HOKA Customer Care Team
  

  Customer response

  04/25/2024

  
  
  Complaint: 21614785
  
  I am rejecting this response because:

  You are, once again, stating that i take this complaint to the retailer, even though a warranty issue has nothing to do with the retailer. Thankfully, I had copied the retailer in the email exchanges with you and, unlike you, they stand behind their business and respect their customers way more than you do. They have already arranged an exchange for me and went above and beyond with professional and courteous customer service. Something you do not do. I hope the Running Room will review warranty issues for Canadian Customers with you. I will never purchase a pair of your shoes again.

  
  
  Regards,
  
  D***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/25/2024

  
  
  We're sorry to hear that you are rejecting this response. It is never our intention to add to your frustration. However, when an item is not purchased directly from our website, we always recommend reaching out to the original retailer where you made your purchase for further assistance as they should be able to process a refund/exchange for your defective item. If they are unable to assist you, then we are willing to review your shoe again as a one-time courtesy. However, as mentioned, it looks like they were able to set you up with an exchange which is great news. To avoid any potential return issues in the future with your item, we strongly recommend ordering directly from our official website hoka.com/en/ca. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21614785 if you need any further assistance. 
  
  HOKA Customer Care Team

• Initial Complaint

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On March 29, 2024, I called Hoka to ask about their return policy because I wanted to order three pairs of shoes to see which ones fit me best, they said returns are free and take 5-10 days. I ordered three pairs of shoes on March 29, 2024, paid with my checking account and they were delivered April 3, 2024. I tried them on and decided to return all three, dropped of at the post office using their return mailer on April 5, 2024. USPS said it was picked up by the store on April 10, 2024. Called on April 14, 2024, and the woman on the phone said it should be reimbursed by the 18th, if not to call and it could be reimbursed. I called the 18th and they said it would be another 10 business days, this is absolutely not okay, how come they can process it fast when you are paying but it takes a month to process a return? I would like my reimbursement ASAP. My order number is NA27846716

  

  Business response

  04/23/2024

  
  Thank you for reaching out to us about return NA27846716_RT. After carefully reviewing your case, we are happy to inform you that your return has been successfully processed as of April 22, 2024. A refund in the amount of $478.50 will be credited to your PayPal account within 3-5 business days. Please be aware that although we strive to release funds promptly, the timing of when the refund will appear in your account may vary based on your financial institution's policies. We hope this information is helpful! 
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21603461 if you need any further assistance.  
  
  HOKA Customer Care Team

*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. ↩