Deckers Brands

Review: I ordered a pair of shoes online. two weeks later they went on sale. I called their customer service and they stated they would submit a price adjustment and it would be accepted because it was within the 30days of returning the shoes. I still have not received the adjustment in my credit card. I've called their customer service line and waited 50 minutes. Nobody is picking up and I haven't received any answers.Desired Settlement: I would like the price adjustment or a full refund

Business

Response:

I certainly do apologize for the delay in receiving your priceadjustment. Typically we do not adjust prices unless you are

Review: I purchased a new pair of Teva Northwaters from REI. I have had them for a few years, but have only wore them 3 times. The sides of the sandals are peeling off. I e-mailed customer service, but no one responded.Desired Settlement: I would either like a credit or to exchange these sandals for a newer/better model that will hopefully last more than 3 wearings.

Business

Response:

I am sorry for the inconvenience that these shoes have caused. I wantto go ahead and offer to send you a replacement pair free of charge asa one time courtesy. I just need to know which color and size in the Northwater,as well as a shipping address. Also, for future reference, contact us as soon asyou notice the defect as our warranty is good for one year from the date ofpurchase. I hope this helps. Have a wonderful day!

Business

Response:

Perfect, we have placed an order for you. The order

number is 11681646. You will also receive an order

confirmation email as well. I hope this helps. Have

a wonderful day!

Review: Teva will not honor warranty for MODEL: 4162 Size 13 shoes with a defect (Leather strap that holds the back of the shoe together snapped completely at seam). They will only replace the item if I return it to them first, suggesting I either purchase new shoes to replace the ones I am attempting to get replaced, or go barefoot.Spoke to "Travis" in call center, and then "[redacted]" who was the "manager".Desired Settlement: Would like a refund.

Review: I ordered and received a pair of boots from Ahnus online store. I was unsatisfied with this item and used the pre-paid return label included with the invoice. I returned the item following the instructions provided on the return label at the end of December. In January, I had not received a refund notification and contacted the company by phone and online chat. Customer service informed me that I should check with the post office as there wasnt any record of my shipment in their system. On January 21, I contacted Ahnus customer service by phone while I was at the post office to obtain the return shipping number. I then realized that this number was not printed on the invoice, as it is with so many other businesses that I deal with. At that time, customer service would not provide me with the shipping number even though they had generated the return invoice. They did give me the UPS number that the shipment was sent to me with but that was of no help to the post office. Customer service then submitted a lost return into the system and I required that they contact me within the next few days for assistance with tracking the package. I never did receive a return call from Ahnu. On March 2, I contact customer service again and was informed that my claim was denied. During this call customer service provided me with a tracking number however, the post office was unable to track it and requested that I obtain a copy of the return invoice in order for them to better determine where the package would have been routed to. In response to my request on March 6, customer service emailed me a copy of the return invoice. Oddly enough on this invoice the tracking number was different than the one I was given over the phone. Unfortunately, it was still not trackable. I had also requested that Ahnu assign one person to assist me and to check their inventory control for an extra pair of boots. They were unresponsive to this request.Desired Settlement: I am requesting a refund. I do not have a return receipt but followed the instructions that Ahnu provided. I frequently return packages and do not obtain a receipt. This has never been a problem. Ahnu failed to provide the return the tracking number on the shipping/return invoice. They have been extremely unhelpful in providing assistance to locate the package and check their inventory. These actions suggest that they have received the package but would rather not provide a refund.

Business

Response:

We still do not see any package tracking back to our warehouse.As a one time courtesy we will honor the refund. Your refund has been processed

successfully.

Review: I purchased a pair of Uggs from a retail store one year prior to shipping my uggs back to their store in CA because they ripped by the seam. I paid $18 to have them shipped to do a warranty evaluation. I am then informed that Ugg will not stand by their warranty and replace them because they were manufactured longer than the one year mark. Consumers cannot keep track of when your company manufactures a product to the time it is sold. It is ridiculous to own a $200 pair of shoes for a year (in which I wore them for less than 4 months) to have them rip and then the company say sorry we wont stand by our warranty or our product. I will not be purchasing Uggs again. Furthermore, Ugg Australia should not have a warranty posted on their website that they do NOT stand by. I purchased my shoes within the year, just because they weren't manufactured within that year, doesn't mean they shouldn't have to stand by their product.Desired Settlement: I want the refund or replacement I was told I would receive when I spent the money to have my boots shipped to CA.

Review: I sent my shoes from the UPS Store#5307 back in Nov 2014. I was told to end them to the location in Camarillo Ca.

After three weeks of my hearing back from anyone I called to check the status and was told that was shoes was lost. The rep told me that they was going to send me out a new pair n asked my size n color. I stated I wanted the same size n color that I had returned due to a hold in the front part of my shoe. I never received the shoes. I have been calling every since and every rep I have spoken to tells me something different. I have filled a police report cause I'm tired of the lies and games.Desired Settlement: I want my shoes replaced since that's what I was told that was going to be done.

Business

Response:

Unfortunately, we missed a step updating the Revdex.com side and resolved internally w/the customer. Deckers Outdoor Corporation

Business

Response:

Unfortunately, we missed a step updating the Revdex.com side and resolved internally w/the customer. Deckers Outdoor Corporation

Review: I received a pair of classic uggs as Christmas gift last year. To date I have worn the shoes about 8 times. Last Saturday I wore the shoes and when I got out of my care I realized that there was a small tear just at the side of my pinky toe.I followed the online instructions and tried to exchange the product for the exact same one, same size and all and just received an email that they will not be exchanging my shoes and will be returning the one I sent them.Now personally I have now about cases where peoples ugge have huge holes in the big toe area and was replaced. If they look at the bottom of my uggs you cannot even tell that they have been worn so I'm am very confused.Please let them know that I will be refusing the package and I do expect them to honor their defective item policy and send me a new pair of uggs.Desired Settlement: The exact same item. Uggs Classic tall - Camel color

Business

Response:

We emailed the customer and offered to honor the warranty this time only.

Review: I purchased a pair of black uggs from ugg Australia on 10/29/2015. I received the package on 11/4/2015 and the item that was sent was damaged. I contacted Ugg Australia and they advise me to send the package back and they would resend the boots I ordered. I received the second package on 11/6/2015 and once again boots were damaged. On 11/9/2015 I went to the post office with the label the company provided and sent both packages back. I received an email on 11/21/2015 that they were processing my return and I would receive my refund of $195.00 back between 11/30/2015 and 12/2/2015. As of today 12/4/2015 I have yet to receive my refund. I am disgusted that this company would take this long to refund money. I would like them to refund my money ASAP. It has been a month of frustrationDesired Settlement: Refund my $195.00 ASAP

Business

Response:

I certainly apologize for the hassle that this order has caused. I have submitted therequest to get you refunded and it has been completed. You can expect to see your

Review: I ordered a pair of Sanuk shoes from Amazon.com. Sanuk is manufactured by Deckers. After about two months of ownership, the stitching on the left shoe tore and the shoe is now unwearable. I have had previous pairs of Sanuks that lasted years of heavy use, so I knew this was unusual and sounded like something that should be covered under warranty.I went to Sanuk.com to request a warranty exchange. Their Warranty policy is pasted below. No where on the warranty policy does it state that the customer is responsible for paying for the shipping back to Sanuk on items covered under warranty. After reviewing the warranty email I received and conversing with a Customer Service person, I determined that Sanuk in fact does not pay for 2 way shipping. I feel this is deceptive marketing not to mention that the customer is responsible for their own waranty return shiping cost, and also that Sanuk should not charge customers to return items under warranty due to an obvious manufacturing defect.WARRANTY RETURNSThe Sanuk warranty applies to footwear less than one year old from date of purchase. It applies to defective materials and workmanship. All items sent to Sanuk which are past one year from date of purchase will be evaluated on a case-by-case basis.Desired Settlement: Ship defective shoes back to Sanuk for free, both ways, and receive a suitable replacement.

Business

Response:

Emailed the customer and gave him a prepaid return label.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10226007, and find that this resolution is satisfactory to me.

Regards,

Review: I received a pair of Uggs from my sister for Christmas. She gave it to me in the sealed box it was delivered in. They were the Mini Bailey Buttons and I decided I would prefer the regular Bailey Button so I tried to contact them regarding an exchange. I called three times, sent in multiple e-mails, and didn't receive feedback regarding the exchange until over a week later. The representative that contacted me was very helpful. I informed her that the box did not include a shipping label and she assured me that the cost would be refunded. This was on January 24th. Several days ago I e-mailed her to tell her my shipment cost refund had not been received. She replied saying that the refund had been applied to someone else's card(even though I provided my card information to pay the difference between the two pairs of Uggs.) After receiving her e-mail, I called the primary support line and received another representative. She said she would process the refund upon receipt of my shipping receipt which I had already sent multiple times but sent again just to make the process easier. The next day I e-mailed both of the customer service representatives to see if the refund had been processed. I have yet to receive a response from either of them. Basically, Ugg's customer service is terrible. I love my boots but I will never purchase again because of the lack of service. I waited hours on customer service calls trying to get an exchange and I've now waited over a month just to get a refund of a little over $18. Great products. Horrible customer service.Desired Settlement: I would like my refund of $18.35 applied to my Chase account ending in 2921 (which I've already given both customer service representatives TWICE).

Review: A pair of UGG boots were purchased for the amount of 220.00. They were returned with their label, therefore free to send back at the post office. These were returned over three weeks ago. Five emails have been sent of which no response has been made and two calls have been placedm both of which I was on hold over thirty minutes and never got to speak to a representative. I initially asked for a change in size, how however, I would just like my money back. What a terrible company to not ever repsond to a customer. I have ordered a lot of line, like millions of people, never have I experienced such terrible service. I would greatly appreciate this promoting a responsive answer from them. Thank you, [redacted]Desired Settlement: If the boots cannot be replaced a return of the money would suffice.

Business

Response:

Unfortunately, we missed a step updating the Revdex.com side and resolved internally w/the customer. Deckers Outdoor Corporation

Review: MY ORDER NUMBER IS: 131[redacted]84. I ORDERED A PAIR OF CUSTOM BAILEY BUTTON BLING GLITTER UGG BOOTS WITH CHARMS. MY CHARM FOR BOTH BOOTS WAS THE LETTER "P." I RECEIVED MY BOOTS ON 12-29-2015 AND THE LEFT BOOTS HAD THE LETTER "A" ON IT. WHEN I CALLED UGG THEY TOLD ME THAT I HAD ASKED FOR THE LETTER "A" ON THE LEFT BOOT. I DID NOT ORDER THE LETTER "A" FOR THE LEFT BOOT. ALL I WANT IS THE CORRECT LETTER FOR THE LEFT BOOT. THANKS.Desired Settlement: SEND ME THE LETTER "P" FOR THE LEFT BOOT.

Business

Response:

I certainly apologize for the confusion. I do see that the letterA was ordered with the custom boot. As a one time courtesy

Review: I have shipped a pair of boots back to ugg because the material has given out with just a year of owning. I contacted them and they had my fill out a return/exchange form and told me to ship back with the RA number. They told me to make sure I send the information with the RA number. This number identifies my boots to me for the exchange. This is what I was told. My RA number is RA[redacted]46_RCEX. So I shipped my boots back at the end of January. everytime I email no one replies. I call and they give me the run around. I'm told that NOW I need my receipt from the post office. That would have been nice to know back when I sent them in. Well the post office only has records for 90 days. I do know that since I've shipped my boots in they've had a warehouse change. No one will admit that they've been lost. I've asked to speak to supervisors and the response is they all have the same say. Whatever that means. There has to be someone in charge of customer service. There customer service is awful out of all the people I have talked too, I've only had one nice person (so I thought) she took my phone number and said she would look into it and call me back. Guess what never heard back. My perseption of this situation is I wanted an exchange for defeated boots. They don't want to honor it so why not turn it around on the customer because no longer having the post office receipt. So now it's my fault ugg has lost my boots and won't do anything to help me. This matter should have been taken care of months ago, almost 10 months later status hasn't changed. Still no boots or answers. I wish customer service could be as honest as I was with them.Desired Settlement: I would like my boots back. It would be even better if they would honor the exchange and give me my new ones.

Business

Response:

We would like to honor the exchange as a one time courtesy. The reason a shipping receiptwas asked for in the beginning, was because we needed to verify that it was received at the

Review: 11/24-placed an order for my wife for Christmas and had the merchandise sent to my best friend's house. I did make it to the location12/26-I called and expressed the size was too small and needed an exchange. I was told not a problem ,but I had to give a credit card information because I paid through Paypal, which I did. 1/2/15-Date maybe wrong-I called to check status on order. I was told no problem. there was an error in the system and they just need to fix in the system.The exchanged merchandise that was supposed to come to me went to some lady in Utah, whom I do not know.-I believe I spoke with [redacted]After calling a number of times and speaking to a rude lady the lady did give me her name, which I need to locate, but refused to give me a manager, supervisor, or company headquarters information. I went online and went to the UGG chatline to get the headquarters information.I called customer service and spoke to Tracy After hours of waiting. Tracy was kind enough to forward me to a customer service manager. I could not write the managers name down because I was driving and had the conversation on speaker, but she told me to expect an email from her write away which I still haven't received. The manager was nice though. She promised me a full refund and a 10% discount on my next purchase, which I still haven't received. she did also help me find the boots online because UGG had sold out of them despite the fact they told me they were in stock and would send to me in 2 days, which I was told at least twice. When I called Tracy back she was not as nice this time and told me she deals with too many people to remember my situation. [redacted] did email me a day or so later after I spoke with the manager. I told him that the manager was going to handle everything and how it was going to be resolved. Days later, I replied again to that email from [redacted] asking for him to contact the manager I spoke with because I have not received my refund, nor discount, nor email from the manager. He said he woulDesired Settlement: What we can agree on what is appropriate

Business

Response:

Unfortunately, we missed a step updating the Revdex.com side and resolved internally w/the customer. Deckers Outdoor Corporation

Review: Trying to find out info on where my order is. I sent back to exchange it, asked for 2 business day shipping, paid my own postage to send back and told call back in two week by the lady on the online chat. That was after sitting on hold for 3 HOURS! Their automated response it that my estimated hold time is 481 minutes, that's 8 hours! Customer service is horrible! What company makes their customers hold for 8 hours to talk to a customer service representative. Then makes a customer call back in 2 week if "you haven't heard from us" really. I will NEVER buy this brand again. IDesired Settlement: 1.) fix your issues with 8 hour hold times2.) processes exchanges in a timely manner3.) give you customer service people the option to actually HELP a customer, that is if you want to retain them.4.) send me my money back in a check form. I stupidly used a gift card and you can't credit back to it. I will go buy another brand which I know cares about their customers.

Business

Response:

We are reaching out to the customer.

Review: I am beyond irritated and disappointed in the company. My husband and I were so excited when we found the "create your own" feature on Ugg's website, and created the most perfect boots to be a Christmas present for his sister. When we attempted to pay, however, the system does not work. I inadvertently made two payments made to this company on November 17, 2015, (though the company denies it received) that are now in dispute with Paypal from attempts to purchase. ($233.66 each for a total of $467.32.) Because we really wanted to place this order, my husband tried all of our credit cards from a different computer (without Paypal) and the order will not work. I contacted the company via LiveChat (three times) and was finally called by a representative; however, the representative can not complete the order over the phone because it is custom. Clearly this service is not functioning, and I would go as far as to call it a fraudulent service since they are currently holding my $467.32.Desired Settlement: I want my money returned and them to take action to repair their website so that this does not happen to others.

Business

Response:

We certainly do apologize for the inconvenience that this has caused. Weare going to get you refunded the $467.32. If you would like to purchase

Review: ON 1/16 UGGS AUSTRALIA HAS TAKEN MONEY OUT OF MY ACCOUNT AFTER THEY RECIEVED THEIR MERCHANDISE ON 12/23. I HAVE CALLED & LIVE CHAT WITH THEIR CUSTOMER SERVICE REP. SEVERAL TIMES & THEY ALL HAVE BEEN GIVEN ME THE RUN AROUND. I DONT WANT STORE CREDIT I WANT MY MONEY BACK IN MY ACCOUNT IMMEDIATELY. I HAVE BEEN TOLD SOMEONE WILL CONTACT ME & TIL THIS NO ONE HAS CONTACTED ME.Desired Settlement: I WANT MY MONET BACK IN MY ACCOUNT & ANY OVERDRAFT FEES PAID BACK TO ME.

Business

Response:

Unfortunately, we missed a step updating the Revdex.com side and resolved internally w/the customer. Deckers Outdoor Corporation

Review: a couple years ago, my father purchased me a pair of boot similar like the one in the market now "OVER THE KNEE TWISTED CABLE". It was a gift for the Christmas. After a number of times wearing, my feet skin was itching and a little rash. I ignored it because I thought it must be something from myself.The following fall, I wear it again. It happened the same way. Thus, I realized that it was coming from the UGG boot's material. The doctor said he was quite sure. Although the product was over a year, I do not want to over estimate the result. It is my responsibility to find out the reason prior reporting to UGG. Plus, allergic to wool is a life threatening issue. Therefore, I requested for an exchange. It is no necessary to exchange a full amount. Something that is not directly touch the skin will be fine. Such as rug, accessories.It was returned once. I called to the customer service and a lady, Kaithly said she will try her best to exchange something and sent me the prepaid label. I still have that conversation in paper. UGG has already accepted it. After 2 weeks, UGG returned it to me the second time. I called to ask the reason again, they did not provide and ask me to take a pic for them.In order to save back and forth communication, I am writing this claim to Revdex.com so that we could finalize the exchange issue by a professional mediator.Desired Settlement: For item exchange only because I do not want the money back. I like UGG product.

Review: I contacted Teva customer service on Oct 20th about a pair omnium sandles the coming unglued after 6 months. I received email requesting copies of the purchase receip, photos of the problem and shipping address. The rep stated it would approved the international warranty dept since I'm currently traveling. I received a email Nov 1st stating my claim/order had been recived showing shipping to me in Sri Lanka where I'm traveling. I spoke to another rep on 4th to find why the shoes where not shipping and after 50 on the phone I was told I would need to resubmit a claim becaude coukd not find the original claim. I insisted on speaking a manager and was put on hold, the same rep came back after ten minute hold and said they tracked down the original claim and pictures and the package would be shipped. I received an email with tracking on on Nov 5th; on Nov 7th I received and email from teva with a form for opening a international claim. The shoes arrived on Mon the 11th with a $45 customs duty, I inspected the shipping declaration filled out by teva and they claimed the shoes where a sale and had value of $20. The teva email confirming shipping of the claim Product Subtotal:$95.00Product Discount:-$95.00Gift Wrap:$0.00Shipping:$0.00Tax:$0.00Order Total:$0.00that should have been reflected on shipping declaration as should replacement or repair under warranty as that have negated a customs duty. Tevas oostion that claim states customs and duties are receiver responsibility, thats the claim form I received two days after the shies shipped. 14 international calls totaling 221 minutes and Teva offered split the customs duty if I paid the duty up front. I agreed to the splitting duties but offered to pay my share directly to Teva through their web payment system as a retailer and as the shipper they are the only ones authorized to send shipment back to me. I also have no way receiving funds from Teva. I have the emails and photos of customs forms.Desired Settlement: I would like teva to except my payment as offered for 50% of the customs through thier payment system and them as shipper to have shipping company in Colombo resend the shoes.

Business

Response:

We refunded the disputed amount.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10307741, and find that this resolution is satisfactory to me.

Regards,

I've twice attempted to reach this company regarding a defect in the (supposed) UGG boots purchased by my daughter but have NEVER even received a reply. Scam.