ComplaintsforDeckers Retail, LLC

• Initial Complaint

  12/06/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made a purchase with this company and never received my items. When i didnt receive the items I attempted to reach out only to find out that the email given was no good. The email was returned saying that the domain did not exist. There is no number to contact anyone and no option to get a refund. I want my money back and this online site should be shut down before more people get robbed. Im sure plenty of people have and dont know what else to do to get their money back and that is that right.

  

  Business response

  12/06/2021

  \

  That sounds like an incredibly frustrating situation indeed! We would be happy to help, however I was unable to locate an order through our company with the information you have provided. Can you please confirm the website on which the order was placed as well as an order number if available?

  We do not have monitored Customer Care email inboxes at this time, but we do have our live chat, telephone, and SMS text representatives available to assist. If the company refered you to contact an email address, there is a possibility your order was not placed with us.

  If you could please follow up with the requested information at your convenience, we will gladly assist.

  Best,

  Deckers Customer Care

   

   

• Initial Complaint

  11/22/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered from the ugg website on 11/4/21. I ordered a pair of shoes. So the shoes were already on back order after I ordered these shoes. I found out that my address had not been updated and it had the wrong address as the delivery one. I asked if they could change it and I was told no that I could instead cancel the order and get a refund and rebuy the shoes with the correct address. It was no issue to cancel since the shoes were on back order anyway. Today is 11/23/21 and I have yet to receive a refund for my order. I have messaged and chatted with agents on the ugg website for weeks, with no answer. The only explanation they can give me is that a “problem” occurred and that it has been sent to the tier team and until they approve it’s out of their hands. I am absolutely upset. I need my refund. I didn’t get the shoes nor have I received my refund! This is the worst business I have ever done with a company. No one can give me an explanation as to why I’m not receiving a refund. It’s excuse after excuse.

  

  Business response

  11/23/2021

  
  
  We are sorry to hear of the issue you experienced with your order. Since this order never shipped out you were not officially charged for this item. The funds you saw when placing the order were simply a pending hold. However, it looks like the system had an issue releasing the hold on these funds. Our apologies for any inconvenience.  Although it can take a few days to reflect in your account, we are showing that this was successfully released from our end as of yesterday 11/22. If you are still seeing this pending transition on your account after a few days, we would recommend reaching out to your bank directly. Our apologies again.  
  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16169496 if you need any further assistance.  
  
  UGG Customer Care Team Tell us why here...

• Initial Complaint

  11/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I purchased 4 pairs of slippers from Uggtotalling over $300 and the items were never delivered. i called as soon as they items showed delievered in their system to let them know that the items were bnever received and they were not helpful at all. I spent a lot of money and because of that all that they could do was submit a claim to UPS. If I had known that spending so much would warrant this type of treatment then I would never have ordered from them.

• Initial Complaint

  11/16/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed a order on Ugg.com (#NA4****22) in the amount of 356.40 on November 7, 2021. I ordered a toddler boot in the amount of 90.00 a big kids boot in the amount of 130.00 as well as a big kids boot in the amount of 110.00. I have not received these items and have reached out to Ugg customer service several times only to be told they are issuing a claim which takes 8-10 business days. No one has followed up with me all I asked for is my order but at this point I would like a full refund due to bad unprofessional customer service. Manger told me I am not going to be refunded and i have to wait 8-10 buisness days for more information. I explained i live in an apartment building and their is no clear explanation as to what front door ups left me and my daughter boots at because I’m always home and i literally received nothing . This is such an inconvenience for us because i spent my hard earned money for me & my kid feet to be warm and we still haven’t received our shoes and no one is trying to help me. It wasn’t an issue with the money coming off my card so i don’t understand why no one is trying to help. It’s really depressing because i worked 40 long hours just to buy shoes and to not have received them . Please Please help me with this issue . This is one of the worst experiences with this buisness..

  

  Business response

  11/23/2021

  
  Our apologies for the negative experience you have encountered with your order. We understand how frustrating of a situation this could be. We have looked into order NA4****22 and we are showing that the order was delivered. However, since you stated the order never arrived, we had to make a claim with UPS to try and locate this package. This is a standard 8-10 business days for them to investigate. We do apologize for any inconvenience, but we are required to wait till the investigation concludes before we are able to refund the order. We are showing that a customer service agent you spoke with today called UPS as well to have them re-open this claim. Once the 10-day period is over if you have not heard from UPS, please let us know and we will be happy to check on this again. Our apologies again for the issue.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16150097 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  11/15/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a pair of UGG Classic Short II Boots (black, size 8) from a Nordstrom store in Broomfield, Colorado a few months ago. Since my purchase, any time that I wear these boots, large clumps of the inner fur lining fall out and are tracked throughout my house after wearing the shoe. I also notice that my toes get dyed black when I wear these shoes without socks to the point where I have to scrub them with soap to get the color to fade. When I contacted customer service, they told me that my only option was to pay to have them shipped to their facility, where they would be inspected to determine whether or not my shoes were eligible under their warranty. I believe that since these shoes are completely inconsistent with the quality I would normally expect from UGGs (having already spent $170 on them), that the financial burden and risk should not fall on me to make this situation right. I would either like to request a full refund for this item or a cost-free method of getting a replacement. It has been enough of a hassle dealing with dyed leggings and fur clumps around the house.

  

  Business response

  11/23/2021

  
  Our apologies for the issues you have experienced with your UGG Classic Short in black. Although we would not have the means to refund this item as it was not purchased directly through us, we would be happy to provide you with a complimentary return label to have this item evaluated.  
  
  We have sent the label from UPS to your email address and this return is associated with tracking number 1Z9063AR9*********. You were also sent a return form that will need to be printed off and put inside the box for our returns team to be able to identify where the site credit goes if eligible. Your return order number is RA00069044_RCRT. Once your item is received and evaluated you should receive an email with the results within a week.  
  
  As far as the black dye issue is concerned, our apologies for the inconvenience of the dye transfer! The root of this problem stems from the amount of dye we must use to saturate the naturally light sheepskin to create darker colors; this typically subsides but you can also look at some of our lighter colors to see if this helps.  

  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #16140843 if you need any further assistance.  
  
  UGG Customer Care Team 

• Initial Complaint

  08/02/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Package was never delivered haven’t even had a update

  

  Business response

  08/04/2021

  Hello M** *******, 
  
  We are sorry to hear that you have not received your order yet. We do see that the last scan for order number NA*****23 has been awhile however, it looks like this has been refunded due to this though our customer care team. Our apologies for the inconvenience this may have caused.  
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #15717457 if you need any further assistance.  
  
  UGG Customer Care Team 

  Customer response

  08/04/2021

  
  
  I have reviewed the response made by the business in reference to complaint ID 15717457, and find that this resolution is satisfactory to me.
  
  Regards,
  
  M** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

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