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
- 531 total complaints in the last 3 years.
- 231 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:09/17/2024
Type: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 sent back my shoes under return policy guidelines in mid July. Hoka claims they received return like August 2nd. They said 3-5 business day for the return. It’s September 17th and still no refund. Hoka keeps giving the run around
Business Response
Date: 09/23/2024
Great news! Our systems are showing your return request for your unprocessed item on order number NA2****627 has been completed on 9/19. You should receive an email regarding this from our processing team.
“Your item was returned for a refund in the amount of $118.99. You will receive your funds back to your PayPal within 10 days. The refund will show as DECKERS BRANDS. If for any reason you do not see this refund reflected within 10 days, please reach out to your financial institution for assistance.” 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 #22297899 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/16/2024
Type: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 a pair of shoes on Hoka’s website on 9/7/2024. Next day I saw three charges instead of just one. When I contacted them they stated two orders where placed and the are not able to cancel an order. I did edit the order for wide but didn’t place an additional order. None the less they should not have charged my card three time. If I placed two orders at the same time I shoul have gotten the both together. I just got an email on 9/14/2024 stating the second order shipped. Doesn’t make since when I got my shoes on 9/11/2024 but only one pair not two. They had ample time to cancel the additional order that should not have been as I notified them of such 9/8/2024.Business Response
Date: 09/17/2024
Thank you for contacting us regarding the three charges you have observed on your account. After reviewing your interaction with our Customer Care Team, we can confirm that we have record of only two orders placed on September 7, 2024, under the order numbers NA31171729 and NA31169249. Each order was charged to your MasterCard ending in 8559 for the amount of $157.69.
Upon thorough investigation of our systems, we could not locate a third transaction linked to your account. The initial transaction you are seeing is likely an authorization hold for the total order amount, which is a standard practice until the items are shipped from our warehouse. This authorization should be released within a few business days, depending on your financial institution's policies.
If you continue to observe a third charge on your account, we recommend contacting your bank for further clarification as we only have a record of two charges. We apologize for any inconvenience caused and hope this information resolves any confusion you may have.
Thank you for your understanding and patience.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22286117 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/13/2024
Type: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 a purchase thru uggs for some toddlers goldenstar clogs on 08/21/2024 in the amount of $70.44 , uggs is saying my item was delivered on 08/23/2024 with tracking # 1Z208W3*********75 a claims was started on 08/24/2024 and is showing open on uggs and was advised to keep getting inContact with UPS. I have contacted them twice and they have no claim with tracking number i have provided ive never experienced this and unsure why i have to go back and fourth when it should be uggs responsibility, if they where to contact ups with the same tracking number they would see no claim has been received or started with them. They have not tried to help me in no way and i have paid for something i haven't received what a bummer that they are no help.Business Response
Date: 09/16/2024
Thank you for contacting us regarding your missing order NA30*****8. Upon review, it appears that there was a system error when your claim was initially submitted, resulting in a failure to open a claim for your tracking number 1Z208W380382390675. Rest assured; we have escalated this issue to the appropriate team for manual claim submission.
Please allow 10-15 business days for the completion of your claim. You will receive an email with the status of your claim once it has been processed. We apologize for any inconvenience this may have caused. Thank you for your patience!
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22278890 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/16/2024
Complaint: 22278890
I am rejecting this response because:I have waited and kept being told there was an open claim and have been caused the stress of them having me go back and fourth with Uggs representatives and ups and have exhausted all my efforts with them both and would like a response before that time frame it’s been more then 10-15 business days I initially waited already
Regards,
I***** ********
Business Response
Date: 09/17/2024
We know issues with deliveries can be frustrating at times and we understand you have been going back and forth regarding your lost package. However, as previously mentioned there was an error when we initially submitted your claim. We need to wait 10-15 business days from the opening of your claim on 9/16 for it to be completed. Once the claim is finalized, you will receive an email notification. If they do not receive an email by the 15th business day 10/07/24, we can take a further look into this for you. Thank you for your attention to this matter.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22278890 if you need any further assistance.
UGG Customer Care TeamInitial Complaint
Date:09/09/2024
Type: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 ordered shoes 8.28 fedex shows they were delivered fedex picture shows they were delv set against a fence. Do you know hoe many fences are in the neighborhood? Why wasn't the purchase delivered to my porch or front door. I contacted you and u said gedex denied my claim so there is nothing u can do maybe fedex should not just put a package against some random fence. Now I'm out 156 dollars you chat person said fedex would call me they never didBusiness Response
Date: 09/10/2024
We know issues with deliveries can be frustrating at times. Unfortunately, you would have to work with the shipper directly to attempt to resolve the issue with order NA30796590 as FedEx denied your claim. Feel free to contact FedEx customer service via phone at 800-463-3339 to reopen your claim as we are unable to resubmit claims on shipments or dispute the findings of a shipping investigation on our end, our apologies. If FedEx alters their findings, please let us know.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22262604 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/10/2024
Complaint: 22262604
I am rejecting this response because: the pic provide by fedex shows a fence how can that be proven that's my fence when the neighborhood has a million other fences why was this not delv to my porch 159 is alot of money so steps should of been taken to delv directly to my front door or porch
Regards,
K**** *******
Business Response
Date: 09/13/2024
We are sorry to hear that you are rejecting this response. However, we are not able to override FedEx claim determinations and would advise continuing to attempt a resolution through FedEx regarding this issue at 800-463-33339. If the FedEx claim is approved, we will gladly assist with the next steps.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22262604 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:09/09/2024
Type: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.
On July 15, I ordered Hoka shoes for a trip abroad on July 17. Obviously I would ONLY order the shoes if they would arrive July 16. I have a SCREENSHOT of the order page says, in bold print, "ARRIVES TOMORROW" for extra $30. It does not get much clearer than that! There is no small print or additional explanation. That would be 7/16. The shoes did not arrive AS ADVERTISED. I'm attaching the original screenshot, showing the "arrives tomorrow" stipulation. I'm also including a PDF of full order pages for a recreated example, so you may see that nothing is missing or cut out of the original screenshot. There is no other information provided about shipping on the order pages. Finally, I've attached my receipt (with tracking information) from the original order. Upon returning home from my trip, I contacted Hoka on Aug 10, received a return shipping label, and mailed the shoes back on Aug 13. After I made several follow-up calls over the next month, Hoka concluded the shoes were lost in shipping. Finally, they have agreed to refund *the shoes,* but they will NOT refund the $30 shipping. I described the shipping information that was on the order page to the representative, but she proceeded to explain several *internal* issues, such as: - the order was placed late in the day - they needed an extra day for processing - they "could not" figure out how to override the charge That may be true, except that it is NOT what the order page promises. All of that is not my problem. I would NOT have ordered the shoes if these caveats were prominently explained next to the "Arrives Tomorrow" button. At best, this is deceptive, at worst it is fraud ... certainly not what one expects from a company with an A+++ rating on BBB. I want the shipping refunded, as well as the shoes.Business Response
Date: 09/12/2024
Thank you for reaching out regarding your package NA2******2. Please be advised that warehouse processing for all orders typically takes between 24-72 hours from the time the order is placed before any potential shipment. The shipping method selected for your order will determine the delivery timeline once the shipping agent takes possession of the item. UPS scanned your package on 7/16 and it was delivered on 7/17. Please note that if you decide to return your items, we are unable to refund your shipping costs. We apologize for any inconvenience this may cause.
Our records indicate that your return NA2******2_RT was received, and a refund of $161.63 USD was processed on 09/12/24 back to your original form of payment. Although 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. We hope this information helps to clarify the situation
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22262262 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/13/2024
Complaint: 22262262
I am rejecting this response because: This response completely ignores the basis of the complaint (documented with screenshots). The company responded with new information about "warehouse processing time," but did not address the core issue. Warehouse processing time was never mentioned in the order page. The order page has an option that the customer may check that says "Arrives Tomorrow," for $30 extra. If you do not mean this, then you should not say it. That is fraud. I clicked this option, expecting that it meant what it said. I was leaving in 2 days, so if it said "Arrives in 2 days," I would NOT have paid the money. I paid this in good faith based upon a promise that you never intended to keep. You cannot clearly offer something, and then say, "We did not really mean it... Oh, and we're keeping the money we convinced you to spend with this disingenuous offer."This would be easily fixed, if the company honestly described how long it would take for the item to arrive, rather than stating it will "Arrive tomorrow." Then the customer could decide whether to spend the extra money based upon accurate information.
Regards,
C****** ***************
Business Response
Date: 09/16/2024
We are sorry to hear that you are rejecting this response. We acknowledge that there was confusion regarding the selection of the shipping date, which led to misunderstandings about the expected delivery of your items. Your feedback will be shared with the relevant departments for further improvement. For future reference, our shipping information is available on our website and states that “Online purchases may require a 24–48-hour processing time before the shipping method is applied.”
As a one-time courtesy, we have processed a refund of $32.33 to your Visa ending in 1337. Please note that while the funds have been released from our end, it may take a few business days for the refund to appear in your account, depending on your financial institution's policies. We hope this information helps to clarify our processing timeframe.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID #22262262 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/22/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22262262, and find that this resolution is satisfactory to me.
Regards,
C****** ***************
Initial Complaint
Date:09/09/2024
Type: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 returned an item to Decker Brands and they received it on 8/22/24. I was told to wait 7 business days which I did. Now that the 7 are up they are extending me another 5 and will not give any more info regarding my return just constantly stating that they are following procedures and getting short with me when I push them on the fact that it has been well over their policy.Business Response
Date: 09/10/2024
Our apologies for the difficulty with your return processing. We are showing our teams have submitted a task to manually process a refund on your order. They will email you within 3-5 business days once your refund has been processed onto your account It will show as Decker's Brands and depending on your bank could take 3-5 business days to reflect. We appreciate your understanding.
You can also reach out to us here on BBB or directly at [email protected] with your BBB ID # 22260056 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 09/11/2024
Complaint: 22260056
I am rejecting this response because:Once I have the funds in my account I will consider this closed. I just called your business again and they showed no record of what you say and I was told nothing until the 13th can be done. Accepting this as a conclusion opens the door to Decker Brands being able to keep extending my period by having written communication showing it was concluded and I was satisfied. I am the furthest thing from that. I will update this record once my funds have been available, if they are not available by Monday of next week I will contact both Paypal to dispute the charge as an error on your companies end and I will reach out the Department of Consumer Affairs for California state as this is bordering on fraud.
Regards,
K**** *******
Customer Answer
Date: 09/11/2024
I now accept. Funds are on the way back to me. Thank youInitial Complaint
Date:09/03/2024
Type: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 called the Deckers ugg customer service several times as well as their online chat several times and spoke to at least five different people for hours and hours. After about an hour they say they cannot do anything for me that it has to go to their customer care recovery team and I should hear back within a couple days. This has been done over and over again and no one ever contacts me. My son purchased me a pair of uggs for Christmas in 2023. I returned the boots for another pair but did not like them. I returned those boots with apparently the wrong return number. They claim they received them but the wrong boots were in the box which makes no sense. Sounds like a warehouse problem to me anyway. I never received any boots or a refund. I have All my proof my return receipt put from the post office. The original receipt, the return orders and labels but no one can help me. I have never received my refund or boots.Business Response
Date: 09/04/2024
Thank you for reaching out! We see your concern is being handled by a Customer Care Recovery Team.
As a result, our team is unable to provide further assistance at this time. We apologize for any inconvenience this may cause.
We kindly ask you to respond to the email sent by the Customer Care Recovery Supervisor. Please include all relevant details in your reply. You can expect a response from them within 3-5 days.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22226071 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/06/2024
Complaint: 22226071
I am rejecting this response because: I have been told over 10 times that they will get back to me and they never have.
Regards,
K**** **********
Business Response
Date: 09/12/2024
We are sorry to hear that you are rejecting this response. A request has been submitted to the appropriate team for further review. You can expect to receive an email from them within the next 3-5 business days. Please reply to that email for any further assistance regarding this issue. We hope this helps!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22226071 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/12/2024
Complaint: 22226071
I am rejecting this response because: The response that they give that they will get back to people in 3 to 5 days is a lie. They have told me this over six times and I have never ever gotten any communication or response from them. They just keep putting you off if they want to get a hold of me. My phone number is 860-306-4312. My email is k***** is [email protected]. they have had every opportunity to get a hold of me and they never ever do. This is why I will not close the case. I will keep it going forever. My son bought me this gift for Christmas and it's pathetic that they can't come through with the goods or the refund for it. As
Regards,
K**** **********
Initial Complaint
Date:09/03/2024
Type: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 order a product from Ugg and wanted to do an exchange for another size. So I shipped back my shoes for an exchange and waited a week to see the status. I called Ugg and spoke with Kelly who told me that they changed carriers and the USPS is holding my package until they get enough packages to ship and I could go to the post office and try to get my package back. I escalated to speak with a manager because there is no way im just waiting in Kelly word who knows when they will get them. So after being on hold for 20 mins she tells me her lead support said to call back in 7 days to have it override to get my exchange processed. So I did and they next rep said no that was not true and they couldn't do that. I demand to speak with another manager and got a generic email stating the same thing the reps told me. After I request the call be pulled from Kelly to honor there promise. My package still is floated around and hasn't moved in 5 days and no one is wanted to do anything I just have to wait. And if my package is lost then im sure Ugg won't want to do anything about that eitherBusiness Response
Date: 09/04/2024
Thank you for reaching out! We have noted that a Customer Care Team Supervisor contacted you through email about your return request NA3******0_EX. It was communicated that you have opted for a refund instead of an exchange. A refund request was submitted to our processing teams for you due to this shipping issue. You should receive an email from that team with further details in 3-5 business days. Our apologies for any inconvenience.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22225520 if you need any further assistance.
UGG Customer Care TeamCustomer Answer
Date: 09/04/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22225520, and find that this resolution is satisfactory to me.
Regards,
J**** ****
Initial Complaint
Date:08/26/2024
Type: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 August 12 I purchased one pair of shoes And I was used after pay ! I make mistake about the color so I cancel the order 5 minutes after , so I order the right one and I used after pay again so place the order ! But they send it tú wrong address I never gay the shoes ! I bent calling them they not giving my money back and after pay they going t take another payment of 125 dollars for both pairs I bend. Calling like 2 times a day they refused tu pay me back please helpBusiness Response
Date: 08/30/2024
Thank you for contacting us regarding order NA******83. In the case of Afterpay purchases, please note that the address on your Afterpay account may be auto filled. Our processing teams have been contacted to facilitate the refund for your return, which was received at the warehouse on 8/28. A full refund has been successfully processed to your Afterpay account and should reflect within 3-5 business days. Kindly check your email for confirmation from our processing teams. For future purchases we recommend reviewing all information displayed on multiple screens before submitting to ensure accuracy. We hope this information is helpful!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22190714 if you need any further assistance.
HOKA Customer Care TeamInitial Complaint
Date:08/12/2024
Type: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.
Hello- I need to submit a warranty claim. We purchased these shoes from Dick’s. My son wore them 2x and the soles are ripping off. Dicks refused to exchange them stating they were “dirty”. The shoes are all white so of course they show dirt. Would you please assist with a warranty replacement?Business Response
Date: 08/13/2024
Hello C******,
Thank you for contacting us regarding the issue with your son's shoe soles tearing apart. We apologize for any inconvenience this may have caused. As the shoes were purchased directly from Dick's Sporting Goods, we regret to inform you that we are unable to offer a warranty replacement. However, please note that our products come with a one-year warranty against manufacturing defects and defective materials. We are happy to accept returns of defective items for a credit, allowing you to replace the item at your convenience.
Please note that return shipping costs are the responsibility of the customer for items not directly purchased from our website. As a one-time courtesy, we would like to offer you a UPS prepaid label for the return of your shoes for evaluation.
Kindly provide us with the following information, and we will promptly email you the UPS prepaid label:
-Full name:
-Complete shipping address:
-Phone number:
-Email address:
-Item description please include model name, color and size:
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22125694 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 08/13/2024
Complaint: 22125694
I am rejecting this response because: This process won't work. What shoes do you expect my son to wear to school in the meantime? I've sent you pictures of the shoes and the receipt via Facebook.
Regards,
C****** *********
Business Response
Date: 08/14/2024
Hello C******,
We are sorry to hear that you are rejecting this information. Upon further investigation, we have reviewed the communication between you and our Facebook team. They have created an order NA30547068_EA_CS as a one-time courtesy. Once your order is shipped, you should receive a shipping confirmation email.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID #22125694 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 08/14/2024
Yes, the Facebook team resolve this issue for me late yesterday. Much appreciated.
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22125694, and find that this resolution is satisfactory to me.
Regards,
C****** *********
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