ComplaintsforDeckers Retail, LLC

• Initial Complaint

  01/18/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  According to their website you can return any real UGGs and within 3-5 days of receiving the shoes at their warehouse, you are given a store credit.I began this process in December, send them off around 12/28/21. My shoes were delivered on the 1/4/22 and it is now 1/15/22 and I have no updates. I cannot contact anyone as their chat support and text support do not respond, as well as the operating hours for their customer service are not the same on the website and what they say on the chat. Even once their chat 'opens' they claim to be busy, I attached a screenshot below. Even the order number they gave me in my email presents as 'null'.

  

  Business response

  01/19/2022

  Dear J**** *******, 

  
  We are sorry to hear of the issue you have had with your returns. Upon looking into this we are showing that you were issued site credit for one of your items. Your site credit number is 6****************** and the CVD is 9402 and has a balance of $200.00. Since the other item is from 2016 it will likely be returned to you as our return team only accepts items that were purchased within one year that have a manufacturing defect. We hope this information helps. 

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16469891 if you need any further assistance. 
  
  UGG Customer Services 

• Initial Complaint

  01/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 1/1/2022 I ordered an Ugg Adirondack boots. Order # NA****447. I paid $240.75 including taxes. The shoes was described as 17mm UGGpure™ wool lining, 8mm sherpa lining 17mm UGGpure™ wool insole. The pair of boots I ordered was delivered today and the boots are marked as "FAUX FUR VAMP & QUARTER LINING" and "100% Polyester" which is different from what the website says. This happened to me before, and there are a lot of complaints on other selling sites such as Amazon and Zappos on how Ugg is scamming their customers. I bought this pair of boots from Ugg's website because this particular color are only sold by them. This is a scam and the company needs to stop claiming their product as wool lining and sherpa lining and send their customers 100% polyester shoes! This is very aggravating, a total waste of my time. Very upsetting with the way the company scams and deceives their customers. I paid for a wool lining and sherpa lining and I was send a cheap 100% polyester material shoes!

  

  Business response

  01/21/2022

  Dear M****** ********* 

  
  We are sorry to hear of any confusion. Our Adirondack does have a faux fur cuff as wool could have some staining and discoloration if exposed from rain or snow. The insole inside this boot is made of our 17mm UGGpure™ wool. The lining inside of the boot is also 17 mm UGGpure™ wool and 8mm sherpa lining. UGG brand’s most used fiber is re-purposed wool, which is blended into our UGGpure™ proprietary technology. UGGpure™ is a more responsible material because it reduces our use of virgin wool, uses less water and energy, and emits less CO2 when compared to virgin market wool. Why is this important? Because the fiber that is used as the backing of this technology is where you will find the polyester. Therefore, the description provided is correct. However, if you are not happy with this item still you are certainly welcome to return it through our site for something that you enjoy more. We hope this helps. 

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16471438 if you need any further assistance. 
  
  UGG Customer Services 

• Initial Complaint

  01/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a pair off boots that was not delivered and request a refund and was denied.

  

  Business response

  01/18/2022

  Dear T***** ******, 

  
  We are sorry to hear that you have not received your order or a refund. We are showing that we conducted an investigation with UPS regarding this and they were able to determine that this order was delivered. Since we are showing the order was delivered, we would not have the means to refund this order as we are showing it was delivered. We do apologize for any inconvenience.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16457583. if you need any further assistance. 
  
  UGG Customer Services 

• Initial Complaint

  01/11/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I want an immediate refund NA******1 I placed this order on line it was not delivered I have no merchandise I did not place my order with fedex I placed it with Ugg this is getting to be out of control for such a big company to have such tacky customer service abs rude supervisor C**** who thinks he can disrespect your customers. You deal with fedex it's not my problem I did my job you didn't

  

  Business response

  01/18/2022

  Dear J**** ********,    

  
  We apologize that you did not receive your order. Upon looking into this we are showing that a claim was submitted to FedEx however, they are showing that this item was delivered to the address provided. Since Fed-Ex is showing this item was in fact delivered we are not able to refund this order. We understand you placed your order with UGG however, UGG does not deliver the packages the carriers do. Since they delivered the packages and have investigated this and found it was delivered, we would not have the means to refund this order. We do apologize for any inconvenience.  
  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16454202 if you need any further assistance. 
  
  UGG Customer Services 

  Customer response

  01/18/2022

  
  
  I am rejecting this response because I never received anything where is the proof I filed a claim with fed ex too there is no proof you're not robbing me ugg
  
  Regards,
  
  J**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/21/2022

  Dear J**** ********, 

  We are sorry to hear that you are rejecting this information. We can see that from the screenshot provided that our customer care team was providing you with additional information about having to wait till the investigation concluded before we are able to offer any support if eligible. However, as mentioned FedEx has come back saying that this package was delivered as since it is showing delivered from that end, we would not be able to refund you for this order. We do apologize again.  
  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16454202 if you need any further assistance. 
  
  UGG Customer Services 

  Customer response

  01/24/2022

  
  
  I am rejecting this response because:
  As the customer I'm appalled that a business of your stature treats their customers in such a way that a third party determines how they are served after buying a product from you. I did not purchase anything from fedex I purchased from UGG this suppsedly great company that took my money and promised to provided what I payed for. I'm not sure what happened or who's to blame here but this has been over a month and I still have no order and I'm just supposed to be ok with this because fed ex says it was delivered. My claim with Fedex shows no delivery address only the city no signature no picture and your successful company puts the relationship of your company in the hands of fedex Shame on you this needs to be resolved 
  Regards,
  
  J**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Back of Uggs RIPPED AT THE SEAM ! Bought my mom Uggs a little over a year ago. They were barely worn as winter is only once a year, so they are in excellent condition. My mom was putting them this winter season and the back part of the Ugg just ripped at the seam. Now, Ugg warranty states we only have a year to submit a warranty claim, but do they realize Uggs aren’t worn all year long, they were only worn a few times and my mom had no way of knowing they were going to rip at the seam in a year. Had she worn them all year long, she would’ve noticed the manufacturer defect. The only way out is to send them for a repair that we will have to pay for, but this is a defected shoe and NOT her fault that it ripped perfectly at the seam. She did not tug on it, and only one shoe has this issue. Chat feature on the website doesn’t work, their customer service phone is only available 3 hours a day from 10-1 pm and no one ever picks up, and they don’t respond to text messages. So $200 shoe went to waste, and is not available to be fixed under the warranty because it’s been a little more than a year.

  

  Business response

  01/14/2022

  O*** ********,    

  
  We are sorry to hear that your mom’s boot broke. Although we do have a one-year warranty our return team will evaluate items that are just outside of the one-year warranty based on wear on a case by case basis. You are certainly welcome to send your mom’s boots in to see if they are eligible under warranty. We have provided you with a complimentary label from UPS to have this returned. The tracking number is 1Z9063AR9*********. Please also visit http://bit.ly/UGGReturn to initiate your return information that will need to be in the box in order to evaluate this item.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16452183 if you need any further assistance. 
  
  UGG Customer Services 

  Customer response

  01/24/2022

  
  
  I am rejecting this response because: I do not see a return label. Also, I didnt receive a definite answer as to how this will be resolved. My mom is not able to wear the boots at all. So will. I receive a refund or will you repair /exchange the boot ? You said you will review it, but if you decide you can fix it then what ? It gets returned back to us and we can throw them out because they are ripped at the seam ? 
  
  Regards,
  
  O*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/24/2022

  Hello,

  We see that you have reached out to us in our email box and will continue to look into the issue and provide additional information in that thread. 

  UGG Customer Care Team

  Customer response

  01/24/2022

  
  
  I have reviewed the response made by the business in reference to complaint ID 16452183, and find that this resolution is satisfactory to me.
  
  Regards,
  
  O*** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I requested an exchange of a pair of boots on 12/30/2021, at which time a return label was generated. My boyfriend immediately shipped the item back via USPS. I received an acknowledgment if receipt email on 12/31/2021. Later that day I also noticed an email stating that there was an issue with my form of payment to cover the difference between the original item and the new item. I was told that I had 3 days to reply specifically to that email or the order would be canceled. I replied requesting a secure way to update the payment information as there was no way to do so during the initial exchange request on January 3. I waited until January 6 and sent a follow up email when I hadn't received any further correspondence from UGG. I have yet to receive a reply from either email. I have called and waited on hold with no one ever picking up. I have called and requested a text response and never received it. I have called during call center business hours and received a recorded message stating that it was outside of their business hours, it's was 12:20pm. I have attempted to use the online chat feature during the chat hours and received a message saying that it was outside of hours. I have used the chat feature and was left holding with no actual reply from a rep, only the automated replies. I have used the text feature to which I haven't received any response either. It doesn't appear that they are going to even going to send my original item back, like they are going to just keep it and the money I paid for it. I would like the exchange completed. I am not asking for anything for free. I just want to be able to pay the difference receive the requested exchange item. It shouldn't be this hard getting a response from such a major retailer.

  

  Business response

  01/13/2022

  
  We are sorry for the lack of communication regarding your order. We are showing that this order was actually from 2017 and was refunded according to the notes we are showing from our customer care team. You also see that our customer care team was able to provide you with a coupon due to the lack of information. We apologize again for the issue.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16448772 if you need any further assistance. 
  
  UGG Customer Services 

• Initial Complaint

  01/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have tried calling and emailing the company about a return that was canceled but was shipped. I talk with an agent 1/4/22, she stated that they was having problem with the system and that she emailed higher management about the issue and for me to call back. The option that are given to speak with agent either put you on hold and drop the call or the other options for a text to chat with a live agent never come through as a text. 

  

  Business response

  01/13/2022

  Dear P******* ******,    

  
  We are sorry to hear of the issue you encountered with trying to return your items. We are showing that one of our customer service agents was able to send you labels for your returns about 3 days ago. We hope this helps. If you need any further help please contact our customer care team again.  

  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16439892 if you need any further assistance. 
  UGG Customer Services 

• Initial Complaint

  01/04/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I bought a coat, I was sent the wrong size so I sent it immediately back to the address UGG Returns Dept ***** ****** **** ****** ****** *****  I NEVER GOT MY REFUND! Order#RA*******9

  

  Business response

  01/06/2022

  
  We are sorry to hear that you have not heard about your return. When an item is returned that was not purchased from us, we do not offer a refund as we do not have the original payment information since it was not placed on our site. If you could provide us with the full return order number and the tracking number, we would be happy to check this for you.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16421517 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On 12/17/21, I shipped three pairs of boots (Mens Butte, Women's Sunburst, Leather Classic) back to UGG to have them replaced through the warranty. On 12/29/21, I received an email that my return had been received, but I only received a site credit for one of the three boots sent. Upon notification, I called in to customer service where I waited on hold for over 20 minutes and was disconnected, and had to repeat the process to finally get a hold of someone. Upon research, the representative stated that the two other boots may not have been eligible for warranty, and when I asked why he could not explain. I explained that the boots that I did receive a credit for were older than the other two that had not been eligible. He said he was not sure why the other two boots had been honored and he'd look into it, but the call was once again disconnected. My feet get wet in the boots, which were advertised as waterproof. Not only does the product not work as advertised, but I had to go through the hassle of returning them for the warranty not to be honored, and did not receive a resolution from the customer service representatives. 

  

  Business response

  01/06/2022

  Hello T******** ******, 

  
  We are sorry to hear of the issue you encountered with your return. Our limited one-year warranty only covers items that were purchased with proof of purchase or manufactured within the last year that are experiencing a manufacturing defect. Each item that is received is examined by our experts to see if it is eligible. If your item was not approved for our warranty these items will be returned to you. If you would like to provide us with your tracking number, we would be happy to check on this further from our end.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16418488 if you need any further assistance.  
  
  UGG Customer Care Team 

  Customer response

  01/06/2022

  
  
  I am rejecting this response because:
  
  Regards,
  
  T******** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  01/03/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased 2 UGG Classic Ultra Mini size 9 from our Costco club store in Warminster, PA store on 12/17/21 after searching everywhere. Both our daughters wear approx the same size 8 1/2 in shoe size. The UGG Ultra mini were not avail anywhere when looking for them in the chestnut color. We found that Costco had them in stock all of a sudden on 12/17/21 and we ordered them. Unfortunately, for my one daughter the size was a little too big even with socks on. Based on UGG's return/exchange policy, and since Costco no longer had them in stock, the UGG store in the King of Prussia mall did! We drove to the King of Prussia mall 12/27/21 to exchange them. We waited 20 mins to enter the UGG store w/receipt. When we finally entered the store & was attended by a sales agent we explained the size we needed, the sales person had the iPad in their hand & had sz 8 available. When I pulled the UGG box out of the bag the sales attendant looked at the label & immediately told us they were not in stock and became very irate and in a very loud & very condescending tone told me in front of my daughter & other shoppers that we could not expect a credit for $200 dollars because they were purchased at Costco! I told the agent to calm down and not speak to me in that tone & that I didn’t pay $200 dollars for 1 pair & I was not asking for a credit. I explained to her that we came here today because there was sz 8 in stock & clearly it was on her iPad in stock when we asked until she discriminated where we had purchased it & based on on the UGG policy it didn’t matter the retailer and we only wanted an exchange for a size 8 that was clearly in stock. We provided her the UGG return policy but she refused to read it & then repeated in a loud tone she was not giving us a credit. The UGG return policy states no refund if not purchased directly from an UGG store. I walked out of the store after telling her again she had no right to speak to us like that. I emailed UGG corp & have not heard back.

  

  Business response

  01/06/2022

  Hello B******* **********, 

  
  We are sorry to hear of the negative experience you have encountered at this location. We have reached out to this location with this information as well as your email and phone nu**** so they can reach back to you regarding this encounter. Our apologies again for this happening.  They should be reaching out as soon as possible, however, if you need any further help please let us know. 

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16418030 if you need any further assistance.  
  
  UGG Customer Care Team 

  Customer response

  01/12/2022

  
  
  I am rejecting this response because: Reaching out to the business that did not address my concern, humiliated me, embarrassed me and attacked me, including not wanting to know or follow the company return policy is Not going to voluntarily now reach out to me to apologize and address my concern.  To date I have NOT heard back from anyone, not a call or an email. UGG headquarters needs to reach out to the store manager by the name of A**** Coleman ask her why she handled us this way. Also, Ugg needs to find a size 8 of the ultra mini UGG boots in chestnut color and send them to me with a return label so I can complete my return/exchange after all the trouble I have gone through. These are not the only pair of UGGs that we bought and own. So as a loyal UGG customer that has spend plenty of money on UGGs I would like some customer satisfaction especially for the mistreatment of the UGG store manager by the name of A**** at the King of Prussia Mall, Pennsylvania.
  
  Regards,
  
  B******* **********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business response

  01/18/2022

  Dear B******* **********, 

  
  We are sorry to hear that you have not heard back from this team regarding this. We have sent them another message regarding this, and they should be reaching out to you as soon as possible. Our apologies for the delay in response.  
  
   You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16418030 if you need any further assistance. 
  
  UGG Customer Services 

*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. ↩