Deckers Brands

Review: Hi [redacted],

Thank you for getting back to me but this is unacceptable. I understand that what your website says but this is a matter of doing what is right by the customer. Additionally, I was already told by one of your managers there during my first call into UGG when I was returning my Wife’s boots because one was noticeably higher than the other and the manager said specifically “We don’t normally do this but I will make an exception.” She was going to have the entire refund from the credit card and the gift card put back onto my credit card.

Backstory: To surprise my wife so she didn’t know how much I was spending on her I went to our bank to get a $100 gift card that I used to then purchase an UGG gift card worth $100 and then purchased the shoes with that UGG gift card and the remainder balance on my credit card. So in reality the total purchase of the shoes was actually from my bank account. I no longer have the original gift card I got from our bank that I used the purchase the UGG gift card. I will not be using the UGG gift card that you state has the $100 on it now. So I kindly ask you to follow through with what was promised to me the first call I made when I spoke to one of your managers to put the entire amount back onto my credit/debit card tied to my bank account.

Due to this poor customer experience - the long wait times on the phones (literally hours waiting) and chat (which no one ever responded to me), to the miscommunication within the UGG organization to properly follow through with what was promised by your manager, and then to the original reason why we returned the boots in the first place leaves me leaning toward not ever wanting to buy UGG again and my wife feels that same way. It is unfortunate that such a desired brand by so many has such poor customer service leading to an overall poor customer experience.

If you are unable to do what was originally promised by one of your managers please escalate this issue.Desired Settlement: I have been told that you do not cut checks and I find that hard to believe since you pay vendors. I request a check in the amount of $100 sent to my residence to resolve this issue.

Business

Response:

I certainly apologize for the confusion that this has caused. Unfortunately there is no possible wayto mail a check. That is something UGG Australia does not do. As a one time courtesy , I can get the

Review: Dear Sir or Madam,

I ordered the boots for Christmas on November 27th for my daughters,'one of which still believes in Santa. It is now January 19th. This is ridiculous!!! Horrible service. I sent 6 emails over the span of two months and as I write this I have been on hold with customer service over an hour while the computerized voice tells me over and over my wait time is ten minutes. I received one email back stating my order would be shipped that was at the beginning of December. I finally got through to customer service who said they had no way to contact the ware house and my only option was for them to cancel the order and do it over?!?! No apologies nothing. They had charged my card two days after my order and I have no boots!! They in my book have stolen my money. I have friends who ordered the same customized boots for their daughter After me and got them WELL BEFORE CHRISTMAS!!! I want to know what the problem is , why no one responded to all but one of my emails and that response was a generic response!!! I am beyond upset!! I am disappointed that a brand that is so expensive offers such unacceptable shabby service!!!

Sincerely,

A Customer Trying to Keep Others from getting TakenDesired Settlement: I want the boots I orders expedited to me at no extra charge. Also, a call and an apology from the head of the business.

Business

Response:

I certainly apologize for the inconvenience that this has caused. I have checked on yourorder and it appears that it did not get put into production. It looks like it may have

Review: I placed an order on 11/24/14 order number 12576874. Per your company my package was delivered and signed for by an African American female name THOMAS, UPS shows no record of this information other than the package being delivered. I've done everything asked of me from both UGG and UPS and still to this day I don't have my products, I was asked to please allow 8 business days for the investigation to be completed and I would be hearing something via email and 9 business days later I stil haven't heard back from UGG.Desired Settlement: After dealing with this company lack of professionalism and racist remarks I would like a full refund for merchandise that's I never received.

Business

Response:

I want to apologize for the poor customer service you had experienced. Typically you would have to wait for the investigation to run its course,

Review: I joined the uggs rewards program in October and I was promised after gaining 10 points I would be emailed a 20$ gift certificate to use online or in the store. After earning or 20 points and still receiving nothing I contacted the custome service dept. how said I would be emailed my a rep. Nothing ever happened. I then submitted a complaint and was contacted by Shanderee Laughter who advised I neede to contact the store that signed me up to receive the gift card I called the store and spoke with the manager at the dawsonville Georgia location who advised they do t give the certificates out only customer service does so I called back again and the rep I spoke with tried to help but her manager said I needed to call the store again . I emailed the complaint department again asking for a supervisor to assist and this time Shannon responded saying she couldn't help . So as a precaution I called the store again asking for help and the manager too my name and number and email and said they would contact me back with answers it's been over a week and I have not received an email or call from anyone and at this point I have 25 points and should have received 2 gift certificatesDesired Settlement: I want my 2 promised 20$ gift certificates and an apology for this horrible excuse of customer service!

Business

Response:

I do apologize for the inconvenience. The system should be automated and sendyou the $20 gift cards once you hit those 10 points. I was able to get them processed.

Review: In October of 2013 I sent Ugg Australia 3 pairs of my ugg shoes for replacement/repair, they sent me back 2 out of the 3 pairs and told me that the third pair was being worked on. When I called back 3 weeks later they told me that they have no record of the 3rd pair of boots. I have been emailing with several customer service reps and have even spoken to a supervisor who told me there is nothing they can do without a tracking number. Unfortunately I do not have one, when they sent me back the first 2 pairs and I spoke to several representatives who were able to find my boots in their system using my number and e-mail address, I felt safe to through out the tiny receipt with the tracking number. It has been 5 months and I still have not received my pair of boots. When they sent me my first 2 pairs, they sent a letter stating that they only sent back 2 out of the 3 and that letter is not good enough for them. I am a frequent buyer of Ugg products and it is very upsetting that I have to go through this, especially in this weather.Desired Settlement: This particular pair of Uggs cost $225 plus an 8.7 percent tax for New York. I am requesting a full refund for these boots or a replacement pair of the exact boot. Ugg Bailey I Do! Size 8 Model Number 1002174.

Review: I purchase a boot in December before Christmas the boot was never delivered. Then Uggs sent me a replacement boot that did not fit properly. I feel like a victim, because I didn't get the first boot. Uggs has made me feel like it was my fault. I called to find a great boot to exchange like I have done in the past and was transferred around with no resolve. I finally sent the boot back and have made several calls to get an exchange and have been unsuccessful. I want to use my site credit for a boot and have the money charged to my credit card returned to me. I have tried to resolve this by taking an other boot but this has dragged out so long the boot I wanted is no longer available in my size. Please help!Desired Settlement: The boot I wanted is no longer available so I would like the 70+ dollars returned to my card and I will find a boot to use my site credit with!

Review: I mailed my new pair of UGG boots for a warranty claim and the entire process has been a complete hassle. After not receiving a response for two weeks, I called numerous times (the wait times are horrible), and was first told they could not find my order number. I gave them my USPS tracking number and they were finally able to find my claim. However, the rep said they only received one boot and they were looking for the other one. After not hearing back from the rep, I then called again and heard from another customer service rep that the warehouse had kept the damaged boot for some reason, but mailed the good boot back to me (which I received). The rep said they would mail back the damaged boot, and that I should take pictures of both boots and submit my claim with the pictures to her via email. After I didn't receive my damaged boot in the mail, and after numerous attempts to get a hold of the rep (and her supervisor), they then told me that the warehouse only received one boot and that they would need the USPS tracking number to verify the weight of the package to prove there were two boots. As I mentioned, I gave the USPS tracking number to the original customer service rep I talked to, and threw away the receipt. (Since I already gave them the tracking number, I would expect that they would have recorded the information in their system.) I was told that there was nothing further they could do and I was offered a $50 discount on a future order. The box was sealed with package tape so there's no way one boot would be missing. Clearly, there must have been a mix-up at the warehouse and they don't want to take responsibility for it. I am happy to send email exchanges with both the customer service rep and her supervisor to provide more detail about this issue. My communication with their customer service has been going on for over a month, and it's been the worst customer service I have ever received. It's a shame that they wouldn't resolve this issue to keep a loyal customer.Desired Settlement: I ask that they resolve the claim by sending me a new "left" boot (Women's Size 7, Classic Short, Grey).

Review: I returned some shoes for a warranty claim. Per UGG instructions I would be notified regarding my claim. Never received any type of notification(email-phone)regarding them returning my shoes.. After checking status myself was notified shoes was being returned at that time I spoke with a [redacted] who apologize for not being notified and was informed once boots where recv'd to email him with pictures and notification and he would address issue and would notify me by email. Recv'd boots and emailed to [redacted] at that time 2 days went passed and still no communication I called in to check status requesting to speak with [redacted] which at that time was screening his calls and advising rep on phone he was busy with a customer..It was not until after my threat to contact Revdex.com that he responded to email.. Please see copy of his response to customer which I feel is very very unprofessional being this is the 1st email responding from a phone call. No greeting no acknowledging of customer.. More emails to follow... On Jan 29, 2015, at 5:03 PM, [redacted]@deckers.com wrote:So in order for us to accept these for warranty (I just consulted with our warranty team) we would need a receipt or bank statement or some kind of proof of purchase. Would you happen to be able to locate one of those items??Desired Settlement: I would like my boots replaced as the button is broken and not longer wearable although shoes are still in good condition.

Business

Response:

We are responding to the customer directly to resolve this issue.

Review: On Dec.16,2013 I purchased a pair of women boots from thr site mentioned above, I understand the holidays would cause a delay but I have emailed the company multiple times concerning any up dated concerning delivery (no response). The money was taken off my credit card within 2 days, I would like a refund or my product. Thank youDesired Settlement: I would love to receive my product if not a refund back to my credit card would be fine!

Review: I sent a pair of defective boots for an replacement to the address was giving to me from ugg website. I spent $12.95 to be shipped to them. Its been one month since I sent an replacement boots to them. I've receive anything yet. They reply that it takes 3-5 business days for processing. Nothing yet, I had try to resolve the matter by calling. They had me on hold for 30mins no one picks up. What they ask is call back number, I even try that. When they do call, I say hello, hello no collection. numerous times had me on hold for 30mins to an hour, so I hung up. It's s hard to reach them. So one day I got to speak somebody, ask what's going on with my replacement, he said, wait let me collect you to customer service, now I'm on hold again for at less 30mins no one picks up. That was the last time for me trying to reach.Desired Settlement: They give you an RA number which was RA01011208_RCEX and name is in my daughter's name which is yasmin waldo. They even gave me an Item Sku # which is 5469. They needed an e-mail address and its my daughter's which is [email protected]. I want an replacement in an size 5"5.

Review: On 1/6/16 I ordered boots sku 1007536 for $279.99. On 1/8/16 I received box shipped from Ugg Australia and to my surprised when I opened it there was a completely different much less expensive boot inside. After sitting on hold for over two hours for customer service to answer I was asked the name of the shoe that was shipped which I had to google and search until I found the boot I was sent because not only was I sent the wrong boot someone put those wrong boots inside a box labeled with the name/style of boot that I actually ordered. I was then told by customer service that "these things happen" to which my reply was that is unacceptable especially for boots that cost me $280. I have been to shoe stores with much less expensive shoes and they always check to make sure the right shoes are in the box, there is a right and left shoe, the right size, and both are the same size. I was then told that for my inconvenience I would receive a free shipping and $20 credit (very minimal compared to the actual cost of Uggs products) for my next order. Today is 1/12 and I decided that since I have those credits I could at least use it for the $45 pair of socks I liked hoping they were as warm and comfortable as they claim and low and behold I sign into my account and no credit is there. In addition the customer service rep could not tell me any other place that carries that boot. I had to do another search where I found them and end up paying $15 more than the cost on the Ugg website plus 11.95 to have them shipped standard. These boots were ordered for an event. I only HOPE they arrive in time.Desired Settlement: I would like to receive credit for the price difference as well as the $20 inconvenience credit and free shipping I was told I would receive.

Business

Response:

I certainly apologize for the inconvenience that you have experienced. Typically, when a credit is offered, you would need to call in the customer service so an agent can apply the credit for you. I have submitted a request to get you a site credit in the amount of $73.00. It will include the $12 + $15 for the new order as well as the $20 off and $26 for next day shipping. You can use that credit however you would like at an UGG Australia store or online at www.uggaustralia.com. You will be emailed that site credit. I hope this helps. Have a wonderful day!

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 11083524, and find that this resolution is satisfactory to me.

Regards,

M[redacted]e

Review: I got a pair or Butte UGG boots last Christmas. In the spring, I started noticing a small rip in the back where the back woolen part folds down.

It wasn't a big deal, but as the winter went on, the rip started getting bigger. I took it to the UGG store in Yorkdale Mall in Toronto. I was adviced that since I didn't have a receipt to prove I had it for less than a year, they could'nt do anything about it, and would have to file a complaint online.

I wore it till the end of winter 2015, shoved it somewhere because I couldn't be bothered with the headache they were giving me.

Last month, I brought it out of hibernation, and remembered that It was still somewhat ruined. I went back again, hoping I would get a more understanding and help me with the warranty process. She was even more rude and asked me to pretty much do the same thing the other girl had asked me to do a few months prior.

In any event, I went online and tried to put in a warranty request, but they didn't seem to have Canada listed on the list of Countries.

Frustrated, I called the customer service number. I think that was the last straw. As I write this complaint I'm still on hold to speak with a human being. I wish I could take a screenshot of how long I've been holding.

This is the second straight day; and the longest I've had to wait was 84 mins. This is unacceptable. I'm not sure when the shoes were bought, but it was given to me on Christmas day 2014. I hope something can be done about it before it officially runs out on Dec 25, 2015.

I dont even want a new one, just fix the rip in the back on the neck of the boot. It's still virtually brand new and warm as ever.

Thanks.Desired Settlement: Repair the ripped part thats all.

Business

Response:

I do apologize about the wait time as we are extremely busy this time of year.We do not have a repair specialist, however we do have a warranty. You would

Review: My order number is 12376029. I bought two pairs of boots. One is classic mini rustic weave, the other should be W classic mini Pendleton, size US 5, $175,but I received W Jemma quilted size US 9,$89.99 now.I contacted to customer service again and again.And they don't deal with it. I need all price refund.Desired Settlement: I need all price refund.The incorrect shoes are in China now.It could be sent back but UGG Australia should be pay for the shipment fee.

Business

Response:

I am very sorry to hear that. We can get you refunded. Wedo need you to send the incorrect pair back and would be

Review: In August of 2013 I sent in my Uggs for a warranty evaluation because the right boot has a hole, due to the sheepskin material used deteriorating. On the same boot, another hole is beginning to form. The stitching is unraveling as well. According to Ugg Australia under the Materials & Craftsmanship tab it states We look for uniformity and a flawless, fine-grained texture with no visible defects. On the wool side there has to be an even "stand up" thickness across the entire piece. If the sheepskin is so thick as stated the boots should not have a hole. Under customer service link, about the sheepskin tab this is also stated on the site which Uggs do not live up to The natural properties of wool will wick moisture away to ensure dry and cozy feet. A customers foot cannot be dry when there is a hole or cozy. When I spoke with Eddie Roberts Customer Service Supervisor via telephone and email my evaluation was denied because the product was more than a year old which was a gift and I in detail explain this. I only wore the product a few times because you cant wear the boots in the spring or summer seasons its way to hot. He also stated the boots was modified because taps was on the bottom of the shoes to protect the heel which has NOTHING to do with the sheepskin or stitching of the boot. After numerous emails and battling back and forth, I contacted the corporate office who referred me to Diana Kebbekus who also was no help. Uggs did try to sugar coat them denying my warranty by offering me 20% off which I decline because in numerous emails by Mr. Roberts and Ms. Kebbekus they kept saying we stand by Uggs policy. Well here is a good old fashion policy that never fades or deteriorates The customer is always right. Therefor Revdex.com Im seeking your help to resolve this issue and to let possible customers beware of Uggs and their so call warranty evaluation that the live by.Desired Settlement: An apology and a refund of my money/ site credit

Review: I had purchased a pair of Bailey button Ugg boots for my daughter, chestnut color in September directly from UGG Australia. The boots had been sprayed the Ugg water protector purchased from Ugg. My daughter and I were both in Manhattan during a rain shower and her boots are very stained in the front. My ugg boots did not get stained. We have both worn ugg boots for the past 10 years and this has never happened. We were not in the rain for an excessive time where this should have occured. These boots are were in excellent condition and are now stained and we are not able to wear. I sent these back to UGG, spending $14 in mail cost and they did not replace. I am very disappointed with ugg after being a loyal customer for many years and through many pairs of boots.Desired Settlement: I would like these boots replaced as per the warranty.

Review: really want to express to you the hardship your company placed on me by selling these boots. I believed that these boots were water proof and it turns out that they are not. I however suffered as a result of your companies actions. I am seeking more than just another pair of boots. I am seeking financial compensation as a consumer who was misled by the false statement of the boot being water proof. I live in the city of Chicago where boots and coats are important articles of clothing and are critical to the survival. Your boots did not perform the function that they were described to perform therefore I am seeking financial compensation. The fact is that according to California Law your company violated UCL(25). Your company used false deceptive and misleading actions by placing a waterproof symbol on the box. This violation is subject to actions amounting to 6,000.00 per day and according to my records and the date on my receipt this amount is well over 2.4 million dollars. This rule established by the California Supreme court is put in place for the consumers to be protected from these acts. Your company is liable. Deckers Outdoor Corporation is liable. I have suffered tremendously as a result of these boots. Another pair of boots is hardly enough. The violations are countless and I am sure that your company is aware of this. I am still suffering at this very moment because of injury, loss of money, discomfort, emotional distress. Please respond.Desired Settlement: I desire that this company be exposed and held accountable for labeling products with false and misleading information on their products.Not only am I seeking a refund I am seeking financial compensation for pain and suffering endured by being subjected to this product. No dollar amount can express the suffering I endured this past winter in Chicago while wearing these boots.

Business

Response:

Abusive customer who has been contacted by our corporate office.

Business

Response:

Review: I returned a pair of shoes that I purchased through the company using Amazon on October 22nd using the prepaid sticker the invoice instructed me to use. I was instructed to drop it off any any post office. The post office scanned it it, and it hasn't moved since in 2 weeks. I contacted customer service and received 3 different answers. One told me they could see I dropped it off and to contact the post office. The post office said they cannot deal with me since it was Uggs Prepaid Postage and not insured trough them, since Ugg's courier has to pick it up. Another rep at Ugg told me they cannot even see I dropped it off. I asked if the package was insured, they did not respond to that question other than they cannot issue a refund until they received it at the warehouse. So basically, I am out the money I paid, I do not have the product, and I used their prepaid label, but their courier won't pick it up, they won't initiate anything with a courier, and it's been 2 weeks and they refuse to do anything. I've followed their return instructions, and I dropped it, and its documented.Desired Settlement: Issue a refund in the original form of payment

Business

Response:

We certainly apologize for the inconvenience that this has caused. Typically we must wait for the package to get back to the warehouse before we refund you.

Review: I purchased two pair of womens UGG Carora waterproof boots (size 6 and 6.5) from uggaustralia.com on Feb. 12, 2015. I paid $199.68 for them (order number 112[redacted]8). After 5 minutes, I placed another order of mens boots $120.96 (order number 11250074). I used the same credit card for these two orders on the same day. During Feb. 12, 2015 evening, I only got the shipping information of the mens boots, no update of womens boots. Then I checked my credit card, Deckers held the money for mens and womens boots. I was worrying about my first order, since all the size for the boots were sold out. On Feb. 13, 2015, I online chatted to ask the customer service about my order 112[redacted]8, the agent told me this order was good so far, and it was in process. I told her that my second order 11250074 which was placed on the same day was already shipped. She said again my first order 112[redacted]8 looked fine, if they canceled my order, they would send me an email. Then I have been waiting for this order to be shipped for several days. On Feb. 17, 2015, I have to contact them because Ive been waiting for 5 days, and there is no update. I waited for 70 minutes to get the chance to chat with an agent. I asked about my order 112[redacted]8 status, what shocked me is, the agent said my order has been canceled because they couldnt get in touch with my bank (Chase) to transfer the funds. If they couldnt transfer the funds for my first order, how could they get the funds for my second order? They should have contacted me if they couldnt transfer the money. And they canceled the order without any notice, there is no email or call about my order cancelation. After the chat, I contacted my bank, y the banker said that the money ($199.68) for my order 112[redacted]8 was approved, but Deckers didnt take the money. That means it is totally Deckers fault. And I havent got any update of the order 112[redacted]8 until now, my money is still pending. The Deckers should be responsible for all these unhappy shopping experiences and effort.Desired Settlement: What I request from Deckers Brands are as followings:1. Because I havent got any cancelation email about my order (11[redacted]8),I strongly insist in completing this order, ship two pairs of the UGG Carora black waterproof boots (size 6 and size 6.5) to me;2. If Deckers cannot complete this order ( the boots are sold out at uggaustrilia.com), I request another two pairs of womens waterproof boots (sizes should be between 6 and 7, contact me for size information) at the same price $199.68 that I paid in the order of 11[redacted]8.

Business

Response:

We are reaching out to customer.

Review: On Dec. 16, 2015 I placed an order for model 5815 according to the tracking the order was delivered on on December 18, 2015. After getting home and talking to my neighboors the package could be found. I called on Dec. 19, 2015 to inform your customer service associate that I did have the order (order #13[redacted]19). He said he would have one sent out to me and I would receive a notification of the order. After waiting a few days with no correspondent I called to discover that the request the representative put in was denied and he was emailed but nothing was communicated with me. I request to the representative to refund my money and I would go to Nordstrom and buy it from them. He insisted he could do overnight shipping and have to me by christmas eve the 24th. I asked if he is sure because this gift was for my wife and that is the only thing she wanted. He promised me it would be delivered on the 24th because he was doing 1 day shipping. I explained to him once again how important it was for me to receive this gift time. This is my wife and I first christmas as husband and wife and the only thing she wanted was the boots. He insured me I was fine. On Dec. 24th I waited for UPC all day and I kept tracking the package it still stated the package would arrive on the 24th. At about 7:45 PM I begin to worry that UPS came and did not make the delivery. I checked the tracking and the delivery date was now scheduled for the 28th. At that time called the 800 number and I was told the would look into it and call me. Needless to say I never got a call. So for christmas the one thing my wife wanted from me as her new husband I could not deliver on due to UGGS inability to keep there word order #1[redacted]0295. Christmas came and went and my wife had no get to open. On Dec. 26th I called the 800 number to file my complaint and the young lady insisted on telling me that the representative who said the 24th was telling me the truth and it was UPS fault and not UGGS. I explained to her my request was to have a refund and purchase the shoes at Nordstrom and the gentleman said it would happen. I then told her I am expecting UGGS to compensate me with either 50% of my money back or my next order or a full refund. She continue to repeat the same thing that the UPS label was created after 12 on the 23rd so UPS did not pick it up so "it's not UGGS fault its UPS". I explained to her that my order was placed with UGGS and not UPS so whatever UGGS and UPS arrangement is that is not my concern. She once again denied any wrong doing on UGGS fault and blamed it on UPS then wants to offer me $30 off my next order because that was her limit. I request that she talk to her manager because I am sure they can do more she refused and just started she would refund my money. When I explained to her that it was unacceptable and she made no attempt to assist me with my request she said she was and once again but blame on UPS and said ok I will refund the purchase an recall it from UPS. As of now I have not received any confirmation of my order being cancled however the package has been recalled. This is unceptable to me as a Vice President of a fortune 500 company this is the worst service I have ever received in my life. The staff needs to be train on what customer service looks like. I do plan on taken my complaint to the Revdex.com, I also shared that with the rep and she showed no interest.Desired Settlement: I would like UGG Australia to refund at least 50% of my purchase and make sure that the order is sent to me as I requested. Or send me my correct order with a store credit to purchase a shoe or equal value.

Business

Response:

I am very sorry to hear about the inconvenience that this has caused.I do see your original order has been refunded in full for $174.90. It

Review: I returned a pair of boots that were a Christmas gift to ugg in nov,2015 they responded with a email that they received the return on December 2,2015.I have sent several emails and have spoke to numoros customer service representatives, and still I have not recieved a site credit or a refund. I have tried continuously to resolve this issue.Desired Settlement: Refund the money purchase price.168.76

Business

Response:

I do apologize for the delay in receiving your site credit. I wasable to speak with the people that create the credits and get