ComplaintsforMyCozyBoots

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered boots and received them 11/22, Kookaburra Uggs order #27633 for L*** ******. Boots are a smaller size 9 so need to return them, don't fit. I filled out return form same day, 11/22, and policy states they will review it and email you return slip within 3 days. Boots are unused condition so policy states you have 14 days to return. It is now 11/28 (6 days) and I have yet to hear back from company for a return slip. I have tried calling multiple times, emailing,live chat, filling out form again but no response. Need slip to return boots, need refund.

  Business response

  11/28/2022

  There is no RMA request from this customer in our Returns Portal, nor is there any email communication from the customer. Proof is attached.

  Customer response

  11/28/2022

  
  
  I am rejecting this response because: 

  This is a lie. I have filled out form to return 3 times and tried to call, chat, left voice message, etc. I do not know what this screen shot is. I have attached screen shots of my order, trying to call, return form, etc. I just want the company to send me return slip and refund. Email *************@yahoo.com
  
  Regards,
  
  L*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  Business response

  11/28/2022

  If you have indeed started a return request, please provide RMA number it was assigned. All RMA numbers are emailed once a return is initiated by the customer in the Return Center. No returns are processed over the phone or in live chat.You are welcome to provide screenshots of your supposed email correspondence. 
  

  However, the best course of action for you would be to actually start a return in our Returns Center rather than complaining to BBB as this complaint not help you get the return processed. We do require a formal return request initiated by the customer in our Returns Center as per our Return Policy.

   

  please familiarize yourself with our Return Policy once again: https://mcozyboots.com/pages/returns-and-exchanges

  Customer response

  11/28/2022

  
  
  I am rejecting this response because: I have not received return slip yet. Also you did not respond to my live chat, voice messages, or phone calls asking for help. However I tried this process again on my lap top instead of phone and it gave me the REM number, which is CEM7KDD7. I have attached screen shots of this REM and email confirmation also. I will accept response once I receive slip. However I thought the return had gone all the way through on my cell and you were not responding for help or questions. Customers sometimes need technical assistance or may have further questions and to just ignore them and accuse them of lying is not good practice.
  
  Regards,
  
  L*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  11/28/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I received a pair of black mini Bailey bow supposed to be authentic I took them to Uggs outlet store who then confirmed they are fake 100 percent I sent chat to the business who then told me businesses pay better business bureau and that better business bureau is a scam I have chat screen shots to prove that being said they tell me I have to pay return shipping and I did this through a installment plan with Afterpay and I notified them of the fake boots received asking to cancel loan and give me a refund ASAP I dint want to pay another dime to these shady people and I also filed complaint with federal bureau investigations fraud department against them I also purchased package protection fir .98 cents they refunded same day of delivery but before delivered without my asking them to them said I could not purchase package protection after purchasing boots well nothing said I could not if allowed me to purchase then cancelled Afterpay says contact merchant I did now they won’t respond Beware Buyers Don’t make purchase from this company all counterfeit

• Initial Complaint

  11/22/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Hi- I purchased two pairs of Ugg boots for large Christmas presents from mycozyboots. I got home and a shady package from ebay (seller not visable) came with multiple tapes and paper patches on box and handwriting- looked so unprofessional which was my first red flag. I opened the box and two boxes were inside- upon opening them, the “ugg” paper on the boots is crumpled and used. The boots look fake, i ordered a size 8 in both, happened to have my size 8 ugg slippers on and the two boors are much bigger. You can tell immediately they are fake. The “ugg” box has labels that were peeled off of each and new smaller labels adhered so you can see where old stickers were. This is crazy!! I spent $269.60 and cannot give these gifts to either person intended. I will fight this until i receive $back for a fake product and warn others to not use their site!!

• Initial Complaint

  03/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I have ordered a few pair of boots from this company claiming to sell authentic UGG boots. 2 previous pair were counterfeit UGG boots and I returned them at my cost. However, they only issue "store credit" so I had to keep trying to get "authentic UGG boots" from them. My last order finally spent my store credit, however they are also fakes. I have pictures of the labels from inside the boots on my order as well as pictures of the label from what was delivered to me. The back label on the boots don't even have the registered trademark next to the UGG name. I emailed them and told them I wanted a full refund and that they can pay this time to get their fake boots sent back to them. They gave me the ONLY option of "store credit" once again. This is almost a $200 purchase. The first purchase was over $300 if memory serves. I told them I was reporting them as a fraudulent UGG boots business. I hope you can help me get my money back. Thank you!

• Initial Complaint

  01/14/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a pair of Ugg’s ( seller states authentic ) that are absolutely fake. Even after sending many pictures proving the difference in my real and the sellers fake- she refused to refund money. Stating send them back, and then we will refund. Only many complaints on BBB state she never refunded once mailed back. These are absolutely fake and I want to warn other buyers.

• Initial Complaint

  01/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I made an online purchase on 12/24/21 for men's ascot slippers in chestnut color. I received a confirmation moments later for the order but the color noted was brown. I immediately tried messaging the company but did not receive a reply. I called the credit card company to stop the transaction but they could not. I was provided with the number ###-###-####. I tried calling and emailing. Days later a pair of slippers arrived that are black! There is a red line through the tag as well as through the the upc on the box. I do not think these are authentic. I have requested a full refund along with a prepaid label to send these back. I called the number again and left messages. I called anonymously and a woman answered and told me I had the wrong number and hung up on me. 

  Business response

  01/14/2022

  "The buyer is comparing old style box that branded UGG Australia to 2021 box. UGG Australia rebranded into UGG in 2016. Deckers rebranded to "UGG", instead of "UGG Australia", in response to an investigation by the Australian Competition and Consumer Commission because of a complaint that the reference to "Australia", in its branding of sheepskin boots manufactured in China and Vietnam, was misleading and deceptive, and therefore in breach of Australia's consumer protection and fair competition laws (https://www.accc.gov.au/media-release/ugg-boot-retailer-pays-penalties-for-alleged-false-australian-made-representations).

  All packaging and labels were updated since then from UGG Australia to UGG. The customer is claiming the boots she received from us in 2022 are fake because they don't have the UGG Australia box and label. We have provided a customer with a link to the official UGG website that very clearly shows new box design and labels that match the product she received: https://www.ugg.com/counterfeit.html#galleryModal

  The customer chooses to ignore official proof of authenticity or make a trip to a UGG store or retailer to educate herself about the changes that happened in the past 6 years and chooses to stick her old boxes. That is her choice.

  She has also been advised several times to return the goods to us. Instead, we keep being threatened by the customer with bad reviews and reports."

  
  

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  Thank you,

  MyCozyBoots 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. ↩