Deckers Brands

Review: Ugg refuses to exchange defective boots even with proof of purchase.UGG stated the damage is due to wear and tear; while the evidence of damages suggests other wise. I have proof of purchase.My husband and I have receive a high level of unprofessionalism and horrible customer service from UGG representatives.Desired Settlement: The resolution I'm seeking is an exchange and for upper management to rectify this matter.

Business

Response:

I am very sorry for the inconvenience that this has caused. They were denied out of warrantybecause a proof of purchase was not included. A proof of purchase is not required, however

Do NOT purchase Uggs from this vendor! I purchased directy from the Uggs website and got to do business with this company.

I am very close to calling the police, as they conduct business in a completely unprofessional manner and have fradulently deducted my card multiple times!

I have spent over 8 hours on the phone with the three different companies they answer the phone as, and each assure me they will refund, but never do.

Review: I bought a pair of Sanuk Boulder shoes and the leather got moldy after wearing them once. That was rather disgusting, so I threw them in the trash. After learning that Sanuk (the brand of shoes, apparently owned by Deckers Outdoor Corp) had a guarantee, I emailed customer service through the Sanuk website. I was told by [redacted], a customer service representative, that they would be happy to honor the warranty (I have copies of all the emails) and that I should select a new shoe for replacement free of charge. I wrote back, and was told that the shoes I selected were not in stock, despite being available for purchase on their website; after that, my emails to [redacted] were not returned. I emailed the general customer service address, and was given [redacted]'s "office" phone number. I left a message which was not returned. Finally, a week or so ago, I emailed again, threatening a Revdex.com complaint, and finally got a response from [redacted], offering a coupon code for 40% off. The code had already expired (the email says the code will expire 3/1/13, although it's equally likely that [redacted] isn't sure what year it is, judging by the punctuation and writing level in his/her emails).Desired Settlement: I want the original offer to be honored. I'd like a new pair of sanuks that I can donate to goodwill, since I'm not willing to wear them. They are poorly made shoes, best worn by the homeless, in my opinion.

Review: I ordered some shoes for my daughter, for Christmas. I tried to return the shoes, via the UGG website. The website told me to contact UGG. I sent them 3 emails regarding my return, with zero response. Finally, I called the 1-888 number for answers. After being on hold for 20 minutes, I finally hung up. Then, I tried the "live chat". Amanda F was rude and no help at all. She kept telling me that I can't return a gift. I kept telling her that I paid for these shoes, they are unworn, and I have the receipt. She closed the chat on me. Horrible customer service on their website, via email, and live chat. This is unacceptable. I want a refund for these shoes.Desired Settlement: I want my money back and all shipping fees.

Business

Response:

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

Review: I had purchased a pair of Ugg boots as a gift. I also purchased the care kit to care for these boots. The boots did not last very long, with a good appearance. After proper care and protection as indicated in the instructions, the boots looked rugged and unattractive for the price which I paid to purchase this item. I then returned the product to the return address. I received a credit for only the price of the boots, which did not include tax. I received a $220.00 credit.I paid 219.99 for the boots 20.00 for the care kit 14.40 taxtotal 254.39It costed me $18.88 to return this damaged product, 13.38 for shipping and $ 5.50 for insurance, due to the expense of the item. I have since sent [email protected],three emails requesting the tax and product care item as well for a credit. I do not feel that I should be only refunded the cost of the boot, to have to again pay tax on another item to replace the original. This is a very poor product to cost as much as it does and carry such a poor quality. I am very dissatisfied with Ugg product and services.Desired Settlement: I would like a refund of the tax of the product, the price of the care product which did not work, as well as the expense it has cost me to return this damaged product.This is not including the aggravation which I have been through in sending emails, as well as trying to replace this gift to my relative. It is quite embarrassing to say the least.

Review: I ordered a toodler bailey button for my daughter on black Friday sale. When I got my package, the item isn't the item I ordered but my invoice is correct. I got an adult shoe instead. I contact ugg by email and they reply and said there should be a prepaid return label. but I can't find one so I tried to call and wait on the phone for three hours and still on hold. I decide to send email again. this time they said need to fill out a form online. When I try to fill the form online, it said can't find my order number along with my email. I also try to do the one without order number but they only will accept site credit or exchange which I don't want either of them. I want to get it done asap so I decide to go on live chat to find a customer service representive. the representive said need to take pic along with the invoice and shoe to them. I took the pic and send to the email he/she want me to send to. When he/she reply and said I have to pay the shipping fee and only refund up to 50 dollars. Non of these make any sense since it wasn't my problem for shipping the wrong item to me and I don't get full refund as well. I have to spend so much time out and still couldn't get it done. Why am I suffer half of the lost but the problem wasn't on me?? I do not satisfy the result they gave me.

p.s. Come to think of it I am also trying to save them money since they gave me an adult shoe for toodler price.Desired Settlement: I would like full refund along with no cost for shipping back to ugg. simple as it is.

Business

Response:

I am very sorry for the inconvenience that this has caused. We candefinitely get you refunded for your order. We do need you to return

Review: I SPOKE TO A CUSTOMER UGG REPRESENTATIVE ON OR BEFORE OCT 22 TO TELL THEM about the defected items I needed to mail back they said to mail them back with the label that came with the boots so I did mail them properly.on Nov 5th I called back customer service answering to numerous emails sent to me letting me know my items were going threw there exchange process on Oct 29 on Oct 31 they actually posted as a return which I was sopsoto receive a sight credit like I did in the past without an issue plus that's the company's rules and regulations.when I called on Nov 5 to check on my return process the company's representative told me to hold on while they look up my account info after coming back on the phone they said to me in a nasty disrespectful manner I'm no longer able to help you any longer I will be disconnecting this call this happened three different times that afternoon I do not need to be treated this way after spending hundreds of dollars with this company ordering from customer care and in the journeys store which sells uggs also my daughter myself and my husband are big ugg boot users and this is no way to treat a valuable customer. My ugg boots were returned to the company Oct 31 Fri now I haven't received any sight credits and I have received four emails from the company telling me to call there customer call center with any questions or concerns and the company will not speak to me anymore I'm appalled at the behavior of the representatives and as also the company .Desired Settlement: I would like my sight credits in which the items I returned properly listing to the representatives on or before Oct 22 and the emails.

Review: We received defective UGG boots in December 2013. Everytime I would wear them my left foot would hurt. I realized after not wearing them for some time and then trying them again that the left boot was missing an insole. You can feel the hard rubber ridges of the bottom sole of the boot. I started a communication process last October but never received any replies. Then our family had a long 6 month move from Northern to Southern California, and most of our belongings went into a corporate storage unit. We also had to replace our computer and many emails were lost. I re-started communication with UGG Australia this October and I sent the boots (I paid for shipping) to the returns department for inspection. They never inspected them or read my letter. Instead they sent them right back to me. After countless emails, photos of the boots showing how new they were (bottoms, sides and insides of the boots) as well as photos of the tags showing their authenticity, I was told that our boots were 9 years old manufactured in 2004. They stated that they could not have sold us these boots. Now they are stating that they were most likely purchased on a counterfeit website. They were bought online direct through their website. I do not know why they have no record of this. They want me to buy new $200 boots with a small discount. I asked that they be repaired or replaced. I'd be perfectly happy having them repaired as they are practically new. It has been disappointing to say the least. My family has been UGG boots owners since the 80's. They clearly don't have the customer's best intentions in mind.Desired Settlement: I would like my boots repaired. This should not be difficult as it is missing an insole.

Business

Response:

I certainly apologize for the inconvenience that this has caused. Unfortunately it appears these are not our boots and you may

Review: on 12/9/2015 I received the following from Teva customer service:

Shannon Richmond (Teva US)

Dec 9, 08:10

Dear J**,

Thank you for contacting Teva!

Inquiries of this nature should be directed to our corporate headquarters. Deckers Brands owns several brands of footwear including UGG Australia, Teva, Sanuk, Hoka ONE ONE, and Ahnu. Below is the contact information for our corporate office:

Deckers Brands Corporate Office

250 Coromar Drive

Goleta, CA 93117

###-###-####

###-###-####

Fax: ###-###-####

http://www.deckers.com/

If we can be of any further assistance, please do not hesitate to contact us!

Shannon

Teva Customer Experience Representative

Deckers Brands

Phone ###-###-####

Customer Service

As directed, I mailed the following to A[redacted]. M[redacted], Chairman and CEO

Deckers Brand Corporation

[redacted] Coromar Drive

Goleta, CA 93117

CC: Mr. D[redacted], President

Deckers Brands

MS. W[redacted], President

Teva Shoes

Dear Mr. M[redacted]: I have been waiting since January [2015] for a replacement of a defective pair of boots, Teva Brand, that had been returned according to Teva’s guarantee. It was to be made good, according to your people working for the subsidiary Teva, but as usual there were a couple of screw-ups and the item got misplaced and would not allow the substitution (or, for that matter – replacement of the boots) of a pair of Riva shoes. I had to wait until they could check on the functionality of a credit. The upshot of that was there were no Riva shoes (or the boots) in my size by the t**e the credit went in. Teva then affirmed that I would receive an additional credit of $50. I then put in a request to be notified when the Riva Shoes, any color, would be available in size 9.5, in the male model.

I have six pairs of Teva shoes, three each of the K**tah brand name and three of the Riva shoes with the better sole.

more on letter, and can be supplied; but no response as of 1/6/2016Desired Settlement: This has been going on for over a year, with a lot of delays and obfuscation and then nothing done to replace the boots forwarded to Teva in November 2014. They have switched from those hiking boots and shoes, and despite still selling in retail like Amazon, REI or others will do nothing to replace the hiking boots or shoes. I want a pair of Riva shoes, as guaranteed by them, before it is too late or my heirs will receive them, or not. Not dancing shoes, sandals or otherwise junk.

Business

Response:

I certainly apologize for the inconvenience that this has caused.Unfortunately the Riva is no longer on the Teva website. You

Review: Uggs refused a warranty exchange of boots bought less than a year ago. Boots have large holes, a materials/manufacture issue.

Purchased from Shoes.com on January 24, 2014. Developed holes around November 2014. Returned to uggs for warranty repair December 2014. Received response as of January 2015, saying that the boots were out of warranty. Ugg warranty clearly states that "UGG Australia footwear is warranted for one year against defective materials and workmanship."

If a boot that cost more than $100 has holes in it in less than a year, I would call that defective materials or workmanship. Additionally, it had not yet been a year when the boots were returned to the Ugg authorized return center.Desired Settlement: I would simply like a refund at this point, as I do not wish to own another pair of UGGs after the bad customer service and the poor quality of the boots.

Review: I purchased UGGS Coquette Slipper on 8/14/14. Around December 31, 2014 I noticed the fur from the inside was falling out. On January 6, 2015 I filed a complaint with UGGS Australia which is handled by Deckers Outdoor Corporation. I was instructed to return the shoes for warranty replacement. Two weeks later I received the shoes back in a box with a letter that said they were past the 1 year warranty. I don't understand how they're past the one year warranty when I provided the receipt showing they were purchased on August 14, 2014. At this time the shoes are still less than 6 months old. I called Deckers. I was told by [redacted] on 1/23 to email him the photos of the shoes. He said that he would work with me. He told me to email the photos to Jewel Romond. I did. I emailed the photos to both Jewel and Eufrocino showing them the defective shoes and the receipt. I have not heard anything from them at all. I believe they are purposely trying to wait out the warranty period. I want my shoes replace. The fur inside of them is fake and defective.Desired Settlement: I want a refund and a replacement. They have inconvenienced me greatly. I paid money to ship the shoes to them. I am a business woman, who took time out of her schedule to resolve this. I have spent time calling UGGS, time shipping the shoes, time calling Deckers, time taking photos, time sending emails and now time on social media to try and get this resolved. Additionally, the time for this letter. I feel that I am entitled to compensation and replacement.

Business

Response:

Handling situation, customer was contacted.