Ugg.com / Deckers Outdoor
Reviews and Complaints

On January 17, 2024 I contacted Ugg customer service about an item which was mistakenly returned to them for an exchange. I was told, once the item was located it would be returned. From that date to March, 2024, I made weekly inquires about the item. Each time I was told the item would be returned. I have confirmation that the mistaken item was returned to Ugg's warehouse. After numerous calls and email, my case was transferred to the escalation team. I talked and corresponded with two team members and was sent an email that the warehouse could not locate the item in March. I requested a refund for the lost item ($250) with a receipt, but never received a reply.

I returned an item since 1/9/24 using the label UGG provided to USPS. Ugg has not updated my return status. USPS Status says picked up by shipping agent on 1/12/24. I still haven't Received my refund. I contacted UGG today and was told I have to wait until the shipping agent sends my package to their warehouse in CA, then I will be able to get a Refund. That process can take an additional 10 days. This is absolutely ridiculous. Taking my money took seconds, But to get my money refunded its taking weeks.

Dear UGG International Warranty Department Team:

I did go to the warranty page as you suggested and found that a warranty claim would be rejected for the following reasons none of which apply to my situation:

Not Covered by Warranty
- Item(s) over 1 year old from date of purchase.
- Normal wear and tear.
- Accidental damage.
- Water damage.

This is either a manufacturing defect or there was a mixup in the boxing of the slippers and one of the two slippers is likely a size 7.5 rather than a size 8. The UGG store where the shoes were purchased confirmed this. How you make a contrary determination simply from the photos is not valid or ethical.
I had offered Miranda (Customer Support) that I would go back to the store at which time the store manager could confirm that the shoe is not a size 8 and that it does not fit properly; in effect it is a manufacturing or supply chain issue (a mismatched pair).

This is a $50 U.S. error. Please fix it.
The following information was provided to UGG as part of my warranty request:
Brief description of the defect:

The slippers were purchased at the UGG Vaughan Mills Mall store North of Toronto last fall (September or October). The right slipper was tight but the sales rep had said that ihe slipper would stretch over time. After a week of wearing the slippers at home there was no change so I placed a full heavy can into the right side slipper to hopefully force the stretch. After a week there was no change. The only way that the slipper would fit would be for me to bang the wall or the floor with the slipper on. My foot would then be forced into the slipper, would slide in but then within a few steps would slide back out. This was hopeless. I offered the slippers to my wife who found them to be too big for her (She wears a women's size 7. So the slippers remain unused to this day in my closet. As an aside due to a motorcycle accident my right leg, ankle and foot are smaller than my left. Yet the slipper still did not fit in properly. I would appreciate receiving a pair of slippers that I will be able to wear as expected please.

Product details required for evaluation: 
• Name of Shoe: FLUFF YOU
• Style Number (S/N number that is on the inner tag of the left shoe):  1117473
• Color: RED
• US Size: 8
Photos required to begin your evaluation: 
Photos of the defective area of the footwear  Attached.
A copy of a receipt: Attached
Purchase Date: November 27, 2022.
Purchase Price: $70.05.
Clear Photos of both sides of both interior tags: Attached
The pair of shoes together Attached
The soles of the shoes Attached
Sincerely,
Steve Tissenbaum
Date of experience: May 09, 2023

In January I accidentally sent back my…

In January I accidentally sent back my husband’s order, with the return label

For my order, I quickly realized my mistake and called to notify them of the error. They assured me that the shoes would be sent back to me within 10 days. I have called numerous more times to find out the status, but they always say it’s being looked into, wait 10 days. We still haven’t received my husband’s shoes back, nor have we received a refund for the 2 pair of shoes that cost over $300. It’s extremely disappointing that they don’t take care of their customers. The shoes are now sold out, so I assume they sold them to someone else, and made double the money! I can guarantee that as a very long time customer, I will no longer purchase anything from them again, and will share my experience on every social media site possible, so maybe others won’t get “robbed” of money/shoes owed back to them. Terrible customer service!

I received an email informing that I could get $5 standard shipping. On the email it doesn’t say anything that it doesn’t apply on sale products. This should be clear on the mail mkt!

I tried to reach out to customer service but they can only repeat: on terms and conditions you can find this information but there was nothing about $5 shipping.

Very bad experience, so good products but terrible customer service

My granddaughter ordered Ugg slippers which we had to return. I was charged 60.00 for the return and then instead of a charge credit, I was issued a gift card. I then used the gift card and paid for an additional purchase of slip on shoes not sure of the right size. I sent back the wrong size and kept the one that fit. This time I sent back the purchase with a “free shipping” label. So after returning the shoes we didn’t need and keeping one pair, my bank credit was 5.50. I paid over 100.00 and used the gift card for 100.00. This whole debacle cost me 160.00 for nothing. The shoes were paid for by the gift card. I am so upset that a company would do this.

I got two pairs of UGG boots for Christmas and I wanted to return/exchange them. The store didn’t have what I wanted in my size in stock so I asked for a return for a gift card or for them to order them for me in exchange. I am unable to do either of those things and now I have two pairs of boots I’m not going to wear. The customer service was horrible, the employees were beyond rude and u helpful.

I want to file a complaint about the ugg store at Westchester Mall, White Plains, NY. I wasn't treated with great assistance and by this one particularly employee he didn't help me at all after i ask him for help about a boot that i wanted to get and the size. He went to the back and didn't come out with anything he blatantly ignored me and act like i didn't exist at all which kinda felt very racist. But this other employee he helped me and acknowledged me. I love this store and I never experienced anything like this before. I'm not sure if i want to come if this man is around the store. I'm not sure of his name but have and description white male, with brunette hair and beard. This happened on 11/19/22

Thank You,

name is Kristen Villerot.

order #: RA00222386_RCRT

I have been dealing with UGG for a few months now.  the company has lied to me several times and then the customer service just disconnects.  

I don’t write bad reviews ever, but I am extremely  pissed and unhappy with the service i’ve had with UGG.  after months of exhausting conversations and no one getting back to me or customer service not being able to give me an honest answer, I finally wrote a review on PissedCustomer (4123694) as well as a few other sites.  

months ago, I received from a family I work for, a pair of Women’s Grey Classic Tall II Boot and an Ansley Black Slipper, both size 9.  I was beyond ecstatic to receive these boots because 1) I can’t afford them and 2) they are so fluffy and warm.  

a few months after receiving them, I reached out to UGG Customer Service to see if they except exchanges for a brown color, as both of there have not been worn and still had the sticker on the bottom of them.  I was going to try and take the booth to a store and see if they can exchange them but the customer service rep reassured me that I can mail them into UGG by filling out a ‘gift exchange’ form.  I tell her that because they are a gift that I don’t have proof of purchase.  she reassured me that I don’t need it.  to just fill out the ‘gift exchange’ form, put the slips in the same package and send it.  so excitedly, I did.  it cost me $30 to ship the boots and slippers to UGG. 

after 7 business day, and not hearing anything from UGG, I decide to reach out to UGG Customer Service. 

September 27, 2022

   I reach out to Customer Service.  they tell me ‘my package was delivered to the warehouse and to give it 10 business days to process it, so if I don’t hear from UGG by the October 5th, to reach back out tonUGG customer service and they will push my process through.’ 

October 8, 2022

    I reach out to Customer Service, as told.  UGG varieties that they received my package and confirm what is in my package and sizes of items.  they inform me that it has ti be ‘pushed’ through and to now wait 3-5 business days’ 

October 10, 2022

   I receive an email from UGG stating that my request for a Gift Exchange is denied due to the fact that I don’t have proof of purchase.’

October 11, 2022

   I reach back out to UGG Costumer Service again, they tell me that my return was denied because even though they received the forms, there was no proof of purchase date with items.  I tell the Customer service that when I originally reached out in the beginning, that I was told several times that I didn’t need it.  this time, i’m informed that j shouldn’t have been told that and if I can send them proof of purchase or even a bank statement showing the date it was bought, that they then can push it through.  but since I don’t have it, the package has to be sent back to me. at this point, i’m discourage its UGG but ready to get my boots and slippers back so I can take them to a store and see if they will exchange them for me there.

October 28, 2022

    I reach out to UGG Customer Service but i’m ignored. 

November 3, 2022

    I reach out to UGG Customer Service and i’m AGAIN, ignored.

November 4, 2022

    Finally, someone from UGG responds to me.  after many minutes, I am NOW told by the Customer Service that ‘when UGG warehouse received the box I sent, that it was empty with only the two form inside.  they continue to tell me that it’s UPS failure and to file a claim with them’

    at this point, I am now PISSED.  I have been jerked around by UGG.  UPS did NOT do anything to my package.  UGG has!

1) UGG confirmed receiving my package.

2) when UGG emailed about my items being returned…THEY stated that they were RETURNING MY ITEMS back to me. They never said anything about my items not being there. They said they were returning my items back to me! 

AND 

3) I sent the slippers and the tall boots in an amazon bag, and I wrapped it in packaging tape to make sure nothing happened to the boots and slippers. those tall UGG boots are BIG! if the boot were to have fallen out of the package, there is ABSOLUTELY NO WAY the two pieces of paper would be inside!  it would have to be a BIG whole for them to have just ‘fallen out.’. 

I explained this to the Customer Service Rep. 

UGG told me I didn’t need to send proof of purchase.

UGG told me they received my items.

UGG told me they were shipping them back to me. 

I just keep getting passed around by the customer service and told over and over again, ‘sorry, I was misinformed.’  

I was not mean to the customer service staff at all…and eventually I was still disconnected from them…BY them. 

I am disappointed and disgusted by UGG.  I though a company like them would have way better customer service.  so now I don’t have by UGG boots or slippers, valued at over $200 and I spent $30 to ship them to the company.

I keep getting asked for updates about the reviews I placed about UGG.  i’m willing to change my bad review if this gets resolved…

if it doesn’t get resolved, I will get involved with an attorney.  A family member of mine is a District Attorney in Michigan, and there is a Judge who is a good friend of the family, and I will be consulting with them with them this next week on the next steps I can take toward this situation. 

Kristen Villerot

villerot. [protected]@gmail.com

order #: RA00222386_RCRT

11/3/22: Ordered number (NA11713404) W BAILEY BUTTON TRIPLET II

Qty: 1/Color: BLK/Size: 08

Product Total: $220.00.

Automated shipping address incorrectly populated. SHIPPING ADDRESS:

(1608 Branham Ln Apt 24

San Jose, CA 95118) Delivered

Date Ordered: 11/3/22 10:35:33 am

Order Email: archmeloki @yahoo.com

Print Order Receipt

Shipping Method:

Standard Shipping

$0.00

Shipment 1

Delivered On: 11/6/22

Order Status: Delivered

Tracking Number: [protected] via FedEx and when mistake discovered, Uggs customer service rep (Anna) stated that it was common that people supervisor (11/11/22 via phone call customer service) stated could not do anything. He refused to help as FEdEx customer service (11/11/22 via phone call) stated that Uggs could call FEXEx and retrieve package. Package would then be sent back to Uggs and then, address corrected and returned to customer (FedEx policy for incorrect addresses packages delivered [protected].) Uggs refused saying they never heard of this policy ever. Refused to open claim, did nothing to assist with retrieving package, and gave no course of action to refund money or paid product. Paid for a product and Uggs did not provide me my product, help in anyway to recover product, and did not issue a refund.

Correct Shipping Address

1520 Branham Lane 24

San Jose CA 95118

I made a purchase from November 27 2021, and it's now January 2022, and I still have not received my merchandise, I need it, it's winter, or refund my money

To Whom It May Concern:

I spent over $300 to purchase Uggs at the Clarksburg Premium Outlets for my granddaughter who is in college for Christmas on 11/20. At that time, I was told that they would be mailing the items to her. I wrote down the address and left the store with my receipt.

On 11/23, I got an email from the Assistant Manager, Sonia, stating that they had mailed the items and gave me the tracking number, 1Z37V4320310057136. I checked the tracking with UPS on 11/26, and it had a yellow asterisk as if warning sign.

I called my granddaughter and gave her the tracking number. She checked the status and it said address verification. I called UPS to get the matter resolved, and they stated that the address was 408 when I wrote down 402.

I assumed the matter was resolved as when I checked the UPS tracking, the yellow was now green and "out for shipment." I waited until 12/1 to check the tracker again till the holiday passed. The UPS tracker now stated "completed". I called UPS again and was told I had to file a claim.

I filed the UPS claim, #0786592401A on 12/7, and was told I had to wait eight (8) business days, so I did. When I called UPS back after the 8 days, I was told a claim was never filed. I then called the Uggs store back and told assistant manager, Jordyn, of what was going on. She assured me she would handle it and notify me when completed.

I waited a week before calling the store for Jordyn. However, she was not in. On Dec 17th, Jordyn left a message stating they had found my order. I called the store several consecutive days without a response or anything from the store or its managers.

I have now filed a dispute with my bank as they are now handling it to get my refund.

I am so disappointed in the service I received from the managers at the Uggs store at the Clarksburg outlet. Not only did they provide terrible customer service, but my granddaughter didn't receive her Christmas gifts while away at college.

Kaylor Perkins
C: [protected]
Email: [protected]@gmail.com

Hi, I've never received my order from this site, I want refund back now…. Order item on 11-25-2021, Ticket number. TX202111252467229013, Now it's saying not found or site Disappeared…

This afternoon I went to Bicester Village and went into UGG. What a shock that was, the place looked like a jumble sale there were boxes everywhere UGG boots on the floor, I could see that there were only 3 members of staff on the shop floor. As a customer I was then finding myself putting boots in their rightful boxes and pushing them to one side so that other customers could move around the shop safely! I was helping the young ladies that were exceptionally busy and short staffed, I think the management need to look into this as a matter of urgency.

Hello, my name is Kierra. I am wanting to file a complaint against ugg because of not receiving my refund after my order was canceled. I ordered on 11/4/21. My order had the wrong address on it so I asked if it could be changed. They said no but I could cancel. I canceled and that was over two weeks ago! I have messaged them numerous times with no answer as to why I am not receiving a refund! Every person I contact says that a complaint has been sent to the business tier and that they couldn't do anything until they approved it. That's absolutely bogus. I am fed up and I need my refund. This is my email, [protected]@gmail.com. This is my order number, NA3991509.

I bought 3 pairs of high top shoes for my kids, over $600. Two pairs were great, the third pair after less than a month, the entire heal fell off. I emailed the company and they asked me to provide various pictures and details (Ticket: 4741687) and they denied my claim. When I emailed and asked how I could get them replaced. I had one very unhelpful email back and my emails are now being ignored. I would like either another pair or a refund. I have never been treated so unprofessionally. If this is not resolved I will be writing an article in my local newspaper.

I bought a pair of gloves whilst on holiday in Sydney as a gift for my sister. When I arrived back in the UK I realised they were faulty.
I emailed and asked how I could get them replaced. I had one very unhelpful email back and my emails are now being ignored.

I would like either a refund of replacement goods (value. $109.99

The address of the shop is on the attached receipt.

I received my order without a shipping slip/order form, therefore I am unable to return or exchange the boots. The boots are counterfeit and it is obvious in many areas. I have attempted to contact Deckers by email multiple times with no response. I will be canceling my payment and sending the boots back. I wish I would have read the other reviews before making the purchase. I guess this is routine to sell fake UGGs.