Connie B Ruq

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Did not get my refund

Deckers Brands - Did not get my refund
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I sent back HOKA shoes that didnt fit cause I ordered the wrong size by mistake. Shipped from UPS on February 8th from UPS U.N. Batesville, NS.
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Cons:
  • No prompt refund or contact

Preferred solution: Full refund

Marisol W Qtg

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| map-marker Jacksonville, Florida

Order inquiry

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Deckers Brands - Order inquiry
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My order was lost on 10/17/2023 an a refund has not been refuse twice because of FEDX. I have been getting the run around from both Hoka and FEDX .
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Loss:
$331
Cons:
  • Need to do more research on customers order y

Preferred solution: Full refund

Sara M Ukx

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Complain about european Hoka customer service

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Deckers Brands - Complain about european Hoka customer service

I am writing to complain about the Hoka european (italian) customer service.

I have placed an order 2 mounths ago . I wanted to return the item but , due to "technical problems" it was not possible to create the shipping label.

After having sent more than 15 mails (most of them with no answer) the italian Hoka customer service finally sent me the shipping label to return the item. I sent the package more than one week ago but the courrier has no news about the package since 4 days. I've tried to contact the courrier but they told me that the complaint has to be presented by the recipient of the shipment.

After 2 mounths of patience i need a solution immediately and i need to receive my money back. This is my worst customer service experience ever.

I am a client since years and I love your shoes but after this experience I 'm seriously questioning myself about remaining an Hoka supporter . The hight quality of Hoka products doesn't match at all with the poor quality of the customer experience.

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Loss:
$183
Pros:
  • Product quality
Cons:
  • Customer service

Preferred solution: Full refund

User's recommendation: Don't buy Hoka shoes online. The customer service is the worst ever

Anonymous

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Verified Buyer
| map-marker Jacksonville, Florida

I purchase 2 pair of Hoka snickers and never received them and am having a hard time to get my refund from Deckers claim. I have been getting the run around from both Deckers and FEDX !’

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Deckers Brands - I purchase 2 pair of Hoka snickers and never received them and am having a hard...
Deckers Brands - I purchase 2 pair of Hoka snickers and never received them and am having... - Image 2
I purchase 2pairs of Hoka snicker on 10/10/23 and FEDX delivered it to the wrong address and i reported to it to Hoka on 10/17/23 ever since i have been getting the run around from both Decker claims department and FEDX claims department!!
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Jessica N Cfp

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Missing product

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Deckers Brands - Missing product
I can not get ahold of anyone for my missing uggs order. Very dissatisfied with this experience. Don't order online. Just got to the store yourself
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Preferred solution: Deliver product or service ordered

Justine W Puw

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Customer Service

I received horrible customer service from call center employee Nikki C whose supervisor is Stacey Ellison. She refused to provide her full employee name during the call.

I called the Customer Care Line at today 1/19/2024 due to a billing discrepancy for Ugg Order . I provided my credit card information to the employee and afterward was placed on an intentional hold between 5-10 minutes. The employee was not remorseful until I told her I was in the middle of a workday resolving this issue to be addressed. I was told there would be a survey at the end of the call, but there was no survey so I could report my experience with her after she disconnected the call.

Furthermore, I asked during my call to receive an email receipt of my card being charged for this order and was told within 3-5 days I would see it reflected on my billing statement which is not what I asked.

The DECKER/UGG brand/company has completely left me feeling disrespected as a customer. The entire issue started because of a billing discrepancy that should've never happened if the warehouse was unable to charge my card for the purchase, especially on a back-ordered item.

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Preferred solution: Apology

Walter M Ldy

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Complaint

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Hello,

Hoka has the worst and worst customer service I have ever experienced in Europe.

I have been wearing Hoka shoes since 2015. I have been ordering Hoka shoes or buying from a shoe shop for years.

No problems with size so far.

I ordered Bondi SR shoes in size 12 and received 11.5. Sent back.

I thought it was a deviation from the usual size.

Ordered again in size 12.5.

I got 11.5 again.

The shoebox and shoes were mislabeled.

So far I have paid 360 and still haven't gotten any money back.

Is Hoka unable to see the right shoes??? Or are there only shoes in size 11.5???

Apparently Hoka has no quality management!!!

Since I can't seem to get the shoes from Hoka in Europe, I want to know if I can order them in the USA?

Order: EU788**** and Order: EU773****

I actually want to continue wearing Hoka shoes and not switch to New Balance instead.

Needless to say, I'm very upset.

Hoka spends more time on assessments than solving and understanding problems.

Kind regards

Walter

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Preferred solution: Deliver product or service ordered

User's recommendation: Very good shoes, support could be much better

France H Voq

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Verified Reviewer

Stolen order

To whom it may concern: Hi I bought 2 pair of ugg boots for my wife for Xmas. The boots were stolen before I physically received them.I contacted you guys to see if I could have the boots resent..since I never received them, I would think an order that cost that much should have required a signature..I like your products and I buy them often..I think I should have been accommodated with another order since they didn't come to me direct. Is it asking to much to have my order replaced.. Thx France Hadley
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Loss:
$310
Pros:
  • Good products

Preferred solution: Deliver product or service ordered

User's recommendation: Ask for signature upon delivery

Kim H Lts

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Return

I received a pair of Ugg slippers that are too small. There was no return shipping information in the box.
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Preferred solution: Full refund

Raylon Dze

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Verified Reviewer
| map-marker Albany, New York

Return package

Deckers Brands - Return package
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I received a box Addressed to me not my order not my size or style!! Not sure what to do with this package. If I could choose another pair it wld be great my friend told me to look for a package for my bdy. Not sure if tnis is it. i
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1 comment
Raylon Dze

Prefer a call 518 322-****

Mariam C Gnk

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| map-marker Paterson, New Jersey

I need to return for exchange the item

Deckers Brands - I need to return for exchange the item
Deckers Brands - I need to return for exchange the item - Image 2
I want to exchange the items the size it's to litter, I want a bigger size. I like my items, I want the same color.The size is 5 I need size 6
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User's recommendation: Please help me

Teresa C Zed

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About a package that wasn't received

I have been giving 2 dates for delivery and as of today November 11 I still havent received my shoes and now no explanation as to whats going other than now they are waiting on your company to release them but Im not understanding just why its taking so long when my order was a expedite.
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Preferred solution: Deliver product or service ordered

Nahele W

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Verified Reviewer

Customer service

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Placed an order and FedEx delivered it to the wrong address. Customer service was quick to issue me a refund for a lost package.
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Kayla K Olv

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Verified Reviewer
| map-marker Littleton, Colorado

UGG/Koolaburra - Terrible sheets, Terrible Warranty

I was so excited that UGG/Koolaburra made bedsheets, I bought two in one shot! I purchased them at Bed, Bath, and Beyond, which means the warranty does not apply to my purchase, anyway!

What kind of warranty is that?!? Had I known, I would not have purchased them there. The excitement was short lived. One set of sheets was used ONE TIME, washed, and they pilled - gross.

The other set are supposed to be "cooling," (yay! for a hot sleeper!), and when I opened the package, the sheet fabric looked like it was made on remnants - fabric was pulled, not sewn straight, and overall in terrible shape. I cried; these sheets were not cheap! So I am stuck.

I was so upset over the "cooling" sheets, I threw them away. I was so disappointed about the second set I decided to send them back. I stuffed in an envelope waiting to send back, but I struggled to find contact or address information. I finally found it on "pissedcustomer.com." And I am a pissed customer.

Of course I also don't have a receipt for either - why keep a receipt when you are buying luxury products, and you are so excited to put sheets on your bed!

Luxury products are expensive and have value because they last a long time!

I bought other UGG/KoolaI was so excited that UGG/Koolaburra made bedsheets, I bought two in one shot! I purchased them at Bed, Bath, and Beyond, which means the warranty does not apply to my purchase, anyway! What kind of warranty is that?!? Had I known, I would not have purchased them there.

The excitement was short-lived. One set of sheets was used ONE TIME, washed, and they pilled - gross. The other set are supposed to be "cooling," (yay! for a hot sleeper!), and when I opened the package, the sheet fabric looked like it was made on remnants - fabric was pulled, not sewn straight, and overall in terrible shape.

I cried; these sheets were not cheap! So I am stuck. I was so upset over the "cooling" sheets, I threw them away. I was so disappointed about the second set I decided to send them back.

I stuffed in an envelope waiting to send back, but I struggled to find contact or address information. I finally found it on "pissedcustomer.com." And I am a pissed customer.

Of course, I also don't have a receipt for either - why keep a receipt when you are buying luxury products, and you are so excited to put sheets on your bed! Luxury products are expensive and have value because they last a long time!

I bought other UGG/Koolburra products that have worked fine. A cover-up/robe never arrived at Bed, Bath, and Beyond.

What a mess this has been. I wish I'd never seen the sheets - they were soft, and the quality behind the name reeled me in.Otheer UGG/Koolaburra products that have worked fine. A cover up/robe never arrived at Bed, Bath, and Beyond.

What a mess this has been. I wish I'd never seen the sheets - they were soft, and the quality behind the name reeled me in.

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Loss:
$200
Pros:
  • Brand recognition
  • Luxury reputation
  • Soft-feeling sheets at first
Cons:
  • Lack of quality control
  • Poor warranty
  • Question as to whether they stand by thier products

Preferred solution: Full refund

User's recommendation: Don'y buy!

Jamila Gwv

Dealer Collection and return process

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Complaint against Desker Collection because of their error refusalTo correct or except calls to resolve
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Cons:
  • Business practices

Preferred solution: Stop harrassing me with incorrect emails and resolve this ongoing matter with Apple Pay later

User's recommendation: Get your business in order

susan G Msz

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Verified Reviewer
| map-marker Goleta, California

Can’t find the site to return Hoka shoes

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Returning shoes Traybien@***.com I have said all I can say please send information to return Hoka gym shoe thanks
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Loss:
$250
Pros:
  • No pro
Cons:
  • Hard to return shoes

Preferred solution: Full refund

About

Related Companies

Ugg, Hoka One One, Teva, Sanuk, Koola Burra

Summary

Deckers Brands specializes in footwear design and distribution. The company was founded by Doug Otto and Kari F. Lopker in 1973. Its headquarters is based in Goleta, California, USA. Deckers Brands has subsidiaries in the Caribbean, Europe, North America, and Asia. They offer footwear, apparel, and accessories for casual lifestyle and high performance activities. Available brands are Ahnu, Hoka One One, Sanuk, Teva, and UGG. The company has over 130 retail stores. Their goods can be bought in more than 50 countries worldwide. It is a member of Cares, Leather Working Group, and Outdoor Industry Association. Deckers Brands supports Community Volunteer Program and Hybrid Vehicle Donation. The company is traded at NYSE as DECK.

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