ComplaintsforDeckers Retail, LLC

• Initial Complaint

  04/08/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I can’t believe I have to file a second complaint against this company but here we are. I made the mistake of placing two closely consecutive orders with Hoka. The order I am currently referring to is NA27161722_RT. I placed the order late February and received the two items separately. One of the pairs of sneakers was such poor quality - thin material that dug into my toes on the top and cheap soles that started the flake away after only about 5 miles of walking. I returned both pairs together March 6. It took about four weeks to be delivered. I had to contact customer service twice to confirm it was even received as I still do not have an email confirmation from the warehouse that they got my items. Customer service said that it was delivered on March 26. I have been told to wait another two weeks aka 10 “business days” (that’s six weeks total of waiting!) before contacting them a third time to get my money back. I was told to wait until April 9 for an email. It’s almost April 8 and I still have nothing and based on my last bad experience I am confident that nothing will happen before the deadline. This is my last resort before filing a dispute with my credit card. I should not have to go to such lengths to receive a refund! My card was processed right away when I placed the order why can’t the same courtesy be extended to customers? Lessons learned.

  

  Business response

  04/09/2024

  
  
  We appreciate you contacting us regarding your return NA27161722_RT. After thorough review, we can confirm that your return was successfully processed today, 4/9/2024. A refund of $275.60 has been issued to your Visa card ending in 5702. Please note that while the funds are released promptly on our end, it may take a few business days for the refund to appear in your account, depending on your financial institution's policies. We hope this helps!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21542360 if you need any further assistance.  
  
  HOKA Customer Care Team

  Customer response

  04/12/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21542360, and find that this resolution is satisfactory to me.
  
  Regards,
  
  C*** ******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/08/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  03/24/2024 order was placed for 8.5 size Hoka Transport Shoes. quantity 1, price 150.00. Delivery was set to a UPS pickup location - Michael's #5032 **** *** *** charlotte nc 28277 tracking number 1zb369f*********54. order number NA27733139. On 04/01 a notification indicates the order is out for delivery via Fedex. On 04/01 message received indicating a delivery. I went to the store on 04/05/2024 and there is no package delivered. I contacted Hoka and instead of moving forward to investigate and issuing a credit, they essentially said I have to do it myself. No credit was issued. I attempted to contact UPS and the tracking number will not allow me to submit a claim. On the UPS site, there is a disclaimer that indicates the seller should initiate an investigation.

  

  Business response

  04/10/2024

  
  
  Thank you for getting in touch with us about your lost order NA27733139. It appears that you have already been in contact with our Customer Care Team and a claim has been initiated for your missing package. Please be aware that these investigations may take up to 15 business days to be finalized. It is important that you respond to any communication from UPS regarding the package during this time. Once the investigation is complete, you will receive an email from our processing teams with the outcome of your claim. If your claim is approved, we will be able to issue a refund so you can reorder at your convenience. Please be advised that if your claim is not approved, we are unable to dispute or reopen the claim. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21536883 if you need any further assistance.  
  
  HOKA Customer Care Team

• Initial Complaint

  04/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  In February 2024 I placed an online purchase (using a Wells Fargo debit card) for three pairs of Hoka shoes for a total amount of $365.50. When the merchandise arrived from "Deckers" it was not three pairs of Hokas but one pair of Ugg clogs (I have pictures documenting this). I contacted customer service about this issue both via chat and phone. They informed me that the distribution center was at fault, and they could not resend the merchandise I ordered. To get my money back I needed to provide them pictures of what I actually received. I provided them with three pictures including the address label and the Ugg clogs. I never heard from them again. In the meantime I filed a dispute with the merchant with my bank (wells fargo) for the amount of $365.50. Weeks later the bank claimed that they had "investigated" the dispute and the merchant (decker) had provided them "proof" that I had received the merchandise. I asked for the dispute to be re-opened (declined by the bank) but I am supposed to be given a copy of the documents they based their opinion(s) on soon. I would be glad to provide this info when received as well as copies of the photos i sent to Deckers.

  

  Business response

  04/03/2024

  
  
  We are sorry to hear that you received the incorrect items. We understand how frustrating it is when you do not receive the correct items. We apologize for any miscommunication surrounding the incorrect item received. We will be sure to follow up with our Customer Care Team to avoid any miscommunication in the future.
  
  Please visit bit.ly/HOKAReturns to initiate your return and enter your order number (NA26759274) or email associated with the order and the billing zip code to begin an exchange for the correct item.
  
  Please be sure to keep your return tracking number for your reference; if for some reason you need to contact us regarding the return, this is the information necessary to view its details. Once your return has been processed, you should receive a confirmation email with details regarding your replacement or credit if eligible. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21519478 if you need any further assistance.  
  
  HOKA Customer Care Team

  Customer response

  04/03/2024

  
  
  Complaint: 21519478
  
  I am rejecting this response because:

   I have already contacted your customer service for help---many times!!!  Back in February.  I sent them pictures as one CS agent requested and then I never heard back.  I was NOT offered a refund, I was NOT offered to have the merchandise replaced and no one initiated a return process for me.  Customer service does not even understand the nature and seriousness of this complaint.
  Sorry this response is just stupid.  Deckers brands has incompetent customer service and does not seem to care about fixing any mistakes on their part.

  
  
  Regards,
  
  L***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/04/2024

  
  
  We're sorry for any confusion and truly appreciate you taking the time to send photos of the incorrect item. If you'd like to request a refund or exchange, please visit bit.ly/HOKAReturns to get started. Simply select "Wrong item shipped" as the reason for return. Once the warehouse gets your return, you'll receive an email with more info on your refund or exchange. We hope this information helps clarify the return process.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21519478 if you need any further assistance.  
  
  HOKA Customer Care Team
  
  

  Customer response

  04/04/2024

  
  
  Complaint: 21519478
  
  I am rejecting this response because: 1.  The merchant should offer to refund the difference between the merchandise incorrectly shipped to me and what I originally paid, which is substantially more.  2.  In the process of filing this complaint I found out the merchant and bank agreed that I was not to have a refund because they had "proof" that I had received the merchandise.  This is completely false and represents incompetence and/or malfeasance on the part of either the bank or the merchant or possibly both.  I have requested more details on this mutual decision to determine which party or parties are responsible for the so-called "proof".  I am also demanding accountability for this gross misrepresentation of events.
  
  Regards,
  
  L***** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  04/02/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I have contacted the company by email and by phone. I purchased the Hoka running shoes June 1, 2023 from the Running Room here in Regina, Saskatchewan, Canada. I believed that they were the best shoe I had bought, until the shoes became more and more slippery. Name of Shoe: Hoka Mach 5 Style Number (S/N number that is on the inner tag of the left shoe):  1127893BC STL FS1122K Color:  Black US Size:  9.5D I have photos, emails, original receipt and box. I business said they had started a warranty claim, then claimed that it's normal wear. They are not standing by there product. I am mediation for this matter and willing to take it to arbitration if needed.

  

  Business response

  04/03/2024

  
  
  Thank you for contacting us regarding your Mach 5 shoes. For products purchased at a retailer, we kindly request that you inquire with them regarding their return policy. While your warranty claim was not approved, we are willing to review it again as a one-time courtesy.
  
  Please provide the requested information in the format shown below. Once we have assessed the details, we will follow up with you promptly.
  
  Name:
  
  Email Address:
  
  Telephone:
  
  Complete Shipping Address:
  
  Name of Item:
  
  Model of shoe (S/N):
  
  Color:
  
  US Size:
  
  How often is this product used?
  
  Where was the item purchased?
  
  When was the purchase made?
  
  Brief Description of the Defect:
  
  Any additional instructions/Questions:
  
  We will also need:
  • Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags
  • A copy of a receipt or credit card/bank statement showing the purchase date
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21518895 if you need any further assistance.  
  
  HOKA Customer Care Team

  Customer response

  04/05/2024

  
  
  Complaint: 21518895
  
  I am rejecting this response because:

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed]
  
  Complaint: 21518895
  
  I am rejecting this response because:
  Date problem started:
  Date called Running Room: Date called Hoka:
  Date purchased: June 1, 2023
  Product Hok M Mach 5 D Width
  Purchased price $164.99 with taxes $183.14 Canadian
  Payment  - Visa
  Size - Mens 9 D Width
  Item was Purchased at the Running Room Regina, SK Canada
  Description: The sole of the shoe has completely worn off, slippery on wet and icy surfaces.
  How often was the show worn: daily from June to approx November for 1 hour a day.  Could only use the shoes in doors during the winter due to sole worn off (less than 6 months)
  This product is the worse purchase I made, the shoes/product should last longer than a mere 6 months. It says a lot if a business does not stand by their products. No faith in your products? I purchased a New Balance Running shoe 5 years ago and the sole is still good. I am not willing to accept anything less than a refund or product replacement. Stand by your product.
  
  The Running Room Website regarding exchanges or refunds:
  What can I return?
  You may return unused and unopened items sold within 30 days of delivery for a full refund. Items sent back must be sent back in the original box (if shoes are purchased send them back in the original shoe box) original packaging and tags attached to clothing, ensure you put your items in a shipping box and attach your shipping label. All returns and exchanges will only be accepted in the country of the original purchase. We do not do cross-border returns.
  What if I need my order before I get my refund?
  If you need your new product urgently, we recommend that you simply place a new order. As soon as we’ve received your return, we’ll process your refund.
  When will I get my refund?
  Usually in about 2-3 weeks. Most refunds are fully refunded in 3-5 days after we receive and process your return.
  Does Running Room do replacements?
  If the product is defective, we can replace the exact item and version I ask that you ordered, and you are responsible for returning the damaged item within 30 days. If you want to exchange for a different item, you will need to return the item and place a new order.
  Inclusion I will ask that your look long and hard at the information I have provided and please do not just send a standard reply because it is easier. Yes you responded to the BBB complaint let us see if you will address your product's issues.
  Thank you for your time and consideration to this matter.
  
  Regards,
  
  C**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/08/2024

  
  
  Thank you for providing the necessary information. We are pleased to offer you a replacement pair of HOKAs to address the issue you encountered. To maintain future warranty coverage in your area, we recommend purchasing your HOKAs directly from our website, as we do not accept returns from authorized retailers in Canada. Please visit HOKA.com to choose a model priced equal to or less than $185, available in your preferred size and color. Kindly reply with the following details:
  
  Desired model:
  
  Size:
  
  Color:
  
  Please confirm your complete shipping address:
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21518895 if you need any further assistance.  
  
  HOKA Customer Care Team

  Customer response

  04/08/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21518895, and find that this resolution is satisfactory to me.

  Here are the details for the replacement shoes

  Desired model: Men's Clifton 9
  
  Size: 9.5
  
  Color: Black/White

  
  Regards,
  
  C**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This claim is regarding my UGG order #NA24645734. I returned all the items from this order, totaling $1093.44, but I have yet to receive my refund. I have called multiple times for a status on my refund, but I continue to receive misinformation. The tracking number for this order is 92******************392313 via USPS. UGG representatives have assured me that they have received the package and that I should be receiving my refund soon, but I still haven't received it. They told me they would escalate my case and that I would get my refund 3-5 business days after they expedited my request on 3/12, but I still haven't received the refund. I called again to follow up on this expedited refund request and was told that I have to wait until 3/27, which would have been 30 days after they received the return at the warehouse, to manually process the refund request. On 3/27, I called UGG and spoke to Raven, who demanded that I reply to the supervisor Leslie's email to follow up on my refund request. I then followed her instructions and emailed Leslie. A supervisor named Ryan responded, stating that he would go on to process the refund by the ned of today, and here I am again still with no refund and no confirmation of the refund being initiated as he promised. At this point, I find it ridiculous that I have been waiting for my refund for so long and that I have had to continuously call and email for updates. It's been over 30 days since they received my return, and they have not refunded me MY money. I am demanding that they expedite this refund of $1093.44 to my original payment method immediately.

  

  Business response

  03/28/2024

  Hello Nat,
  
  We apologize for the negative experience you had with your return NA24645734_RT. Upon further review, we can confirm that on 3/12, a Customer Care Representative did forward your return information to our processing teams. We understand that you were informed that if your return was not processed by 3/27, we could manually process it. However, since this return includes more than 3 items, we do require your tracking number receipt for our processing teams to further investigate your return. If you no longer have the receipt, please contact USPS for additional details on your package. Once we receive a copy of the receipt, we can proceed accordingly. We hope this information is helpful.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21497450 if you need any further assistance.  
  
  UGG Customer Care Team
  
  

  Customer response

  04/01/2024

  
  
  Complaint: 21497450
  
  I am rejecting this response because:

  I have a complaint regarding my UGG order #NA24645734. I am yet to receive my full refund of $1093.44 for this order that I returned. I have been calling multiple times to check the status of my refund, but I continue to receive misinformation. The tracking number for this order is 92******************392313 via USPS. UGG representatives have confirmed multiple times that they have received the order, and the tracking also confirms it. However, I am being asked for the drop-off receipt, which doesn't make any sense to me since UGG has already confirmed that they have received my return. It has been over 30 days, and I have not yet received my refund. I have been continuously misled with information and have been asked to wait for days on end for this refund that has yet to be processed. I have sent the receipt to your customer representatives via email and will attach it again. Since this is all you needed to issue me my refund, I request you to issue it immediately without any further delay or excuse.
  
  Regards,
  
  N** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  04/08/2024

  
  
  We are sorry to hear that you are rejecting this information. We have contacted our processing team and confirmed they will contact you by the end of the day to provide more information about your return. Thank you for your patience and understanding.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21497450 if you need any further assistance.  
  
  UGG Customer Care Team

  Customer response

  04/11/2024

  
  Complaint: 21497450
  
  I am rejecting this response because:

  You are trying to deny me my refund and this is unacceptable,
  
  
  On several occasions, your team has confirmed that my package was received at your warehouse. This was confirmed many times, and it is clear that you received my return because the return label and tracking number used was the one provided by UGG, and when I checked the tracking information, it clearly stated that you had received it on your end. Whatever happened to the package once it was received at your warehouse is not my fault, but rather UGG's responsibility, and as such, you are liable for the package once it was received at your warehouse. 
  
  
  I believe that you are trying to keep my money when you have already received my return, which is illegal. Therefore, I would like you to provide me with contact information for someone higher up who can assist me, such as the CEO or your legal team. I am not willing to settle for anything less than a confirmation of my refund, as this is the only resolution I will accept. No one would be okay with a company keeping their hard-earned money after returning items that have been confirmed received at your warehouse, and I will do everything in my power to get my money back. 
  
  I expect to hear back from you with the contact information for higher-ups or with confirmation of my refund. 

  
  Regards,
  
  N** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have been buying ugg boots specifically since 2007. I’ve had boots last me years with no issues. The last three times I’ve bought boots they’ve ripped within the first season or shortly thereafter. It hasn’t been “wear and tear” or mistreatment. I have contacted the company several times to a) get a replacement I feel is only fair b) voice my complaint as a loyal customer citing the issues that will lose myself and others as customers if the terrible production continues. Most recently I bought a pair of shirt Ugg’s from little burgundy on or about December 27, 2023. I left them in my closet upon receipt and just starting wearing them the last month and a half. They have already TORN! Upon contacting support, I was told they had to be sent in (on MY expense) and they would be examined and IF deemed eligible would I then receive a credit. How is this a fair resolution? I already purchased boots and company knows quite well they are lacking quality. At MY expense and WHO determines a less the. 6 month pair of boots worthy of credit??

  

  Business response

  03/27/2024

  
  
  Thank you for reaching out regarding this. Upon review, we see that our Customer Care team has advised you of our warranty return policy in your region.  Upon further review, we see that you have used your one-time courtesy international warranty claim. Policies do vary by region. In Canada, we do not offer authorized retailer return options. To ensure warranty protection on your future UGG items, they will need to be purchased directly from UGG.com so your order qualifies for return if you were to experience an issue within the first year. You will have to work with the original retailer towards a resolution. If they are unable to assist, we would be happy to offer a 10% refund on one item if you would like to make a replacement order. If you would like to take us up on the offer, please let us know and we can provide additional information.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21488496 if you need any further assistance.  
  
  UGG Customer Care Team

  Customer response

  03/27/2024

  
  
  Complaint: 21488496
  
  I am rejecting this response because:

  this product was purchased at the END of December. They weren’t even worn until late January and I don’t wear them everyday. This tear is a DIRECT result of poor manufacturing. This is WHY i was “given” the courtesy, and in that case the boots were over the head, these boots ARE NOT. However as previously stated I should NOT as the consumer be financially responsible to ship back shoes with Zero guarantee that they would be exchanged. Evidently ugg doesn’t care about and looks to deny as many cases as possible, which was stated in a conversation when I had the issue with the other boots ripping. I was told that too many people were “getting new shoes for free” and “the company cracked down on that”. That’s Isn’t honest practice. Furthermore I will take my complaint to the Internet to gain signature via change.org in regards to the poor make of the boots since being acquired by deckers brands. I will include pictures with the signatures of that petition, which I doubt I will have issues obtaining since it was brought to my attention IN STORE not to buy the ultra mini due to the tears in the back of the boots with customers with very tiny feet. I can obtain enough proof that this is indeed a result of poor /cheap manufacturing. I simply wanted a replacement boot for a boot LESS then 6 months old! And it shouldn’t be of COST TO ME since I am WITHIN the one year warranty period. 

  
  Regards,
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/29/2024

  
  
  We are sorry to hear that you are rejecting this information. We understand your frustration. Typically, we offer a photo evaluation as a one-time courtesy. Since this courtesy has already been utilized, we are unable to provide a photo evaluation of any your items going forward. We apologize for any inconvenience this may cause. Since you mentioned the boots are 6 months old, we recommend reaching out to the place of purchase to explore any additional options available.
  
  You can reach out to us here on BBB if you need any further assistance.  
  
  UGG Customer Care Team

  Customer response

  03/29/2024

  
  
  Complaint: 21488496
  
  I am rejecting this response because:
  The reason I was given the photo option was because the boots were past the one year warranty as stated above. As well it’s well know that since being acquired by deckers brands the company practices have deteriorated and THIS is resulting in issues with boots and other footwear products. When under “Ugg Australia”  the products never encountered these issues. I have gone ahead and started a petition on change.org and have signatures already due to this being such a big issue with the company. My boots are less then seix months, again LESS then 6 months! And I am supposed to go back to the store? Is it their responsibility? Absolutely not. Is it not a fact that you have stopped exchanging boots? Absolutely yes, it’s been said by CSR at the company themselves. Why is that? Because deckers brands know the quality have declined so much that customers have been sending their boots in by the mounds. I should be able to have by boots exchanged without an issue and the “policy” should NOT be at customers cost! Especially within the first year of the given warranty. Thos issue has caused so much stress and strife I am looking to contact a consumer lawyer. Something simple has turned so big. Absolutely unfair and unjust. The practice of deckers brands/Ugg practice in a way that will soon see a sharp decline in sales. I have since contacted many people as well as employees of shoe stores who are in agreement 100%. This all should paint a clear picture of the serious issue. Also the way I was treated by Davina and her condescending nature made it all the worse. 
  Regards,
  
  A***** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 4 shoes on January 19th, but I only kept 2 of them and returned the other 2 pairs of shoes back to UGG. I have shipped the W Classic Mini II and M Highland Utility Strap weather shoes back to UGG on February 7th. I called them on March 13th and received an email for a confirmation return, but the UGG customer explained that they were not able to refund and disposed of this case with no time estimates. UGG received two pairs of shoes returned, but no refund was released. I am supposed to receive $259.80 from UGG.

  

  Business response

  03/26/2024

  
  
  Thank you for reaching out regarding out your return NA25928171_RT. Upon review, it looks like your return was processed on 3/25/24. A refund in the amount of $324.74 was processed to your Visa ending in 8711. Although the funds release immediately on our end, it may take a few business days to reflect in your account based on your financial institution’s policies. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21486675 if you need any further assistance.  
  
  UGG Customer Care Team
  
  

• Initial Complaint

  03/26/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchased a pair of shoes, did not like them. Requested a return and returned within the timeline required with their return label and information. Their site indicates refund by original method of payment and they now want to give me a on online credit. They filed the return incorrectly and now state they cannot change it to refund me my money.

  

  Business response

  03/26/2024

  
  
  We apologize for the inconvenience caused by receiving a site credit instead of a refund. It appears that you contacted our Customer Care Team on 3/25/2024 regarding this issue. A supervisor has escalated the matter to our processing teams to investigate further and process a refund to your original form of payment for order NA27194631. Please be advised that it may take 3-5 business days for this request to be completed, and you will receive an email notification as well. Thank you for your patience.
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 21482558 if you need any further assistance.  
  
  HOKA Customer Care Team

• Initial Complaint

  03/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Hoka Team, I hope this message finds you well. I am writing to you today with a heavy heart, seeking your assistance in resolving an issue that has left me in a state of distress. Running was once an endeavor I never imagined myself undertaking, until recently. As with many who embark on new hobbies, I eagerly invested in the necessary equipment to support this newfound passion. Among these acquisitions, was a pair of Hoka shoes stood out as the perfect companion to both my fast-paced nursing profession and my growing interest in running. With careful consideration, I ordered four pairs of Hoka shoes, each selected meticulously to ensure both the ideal fit and style. However, my excitement was swiftly replaced by disappointment when I attempted to return three of the four pairs, only to find that the return process had not been completed. The financial setback incurred from this oversight weighs heavily upon me. While I am willing to invest in quality footwear, the prospect of bearing the cost of four pairs, of which three remain unused and unenjoyed due to their return to your company, is a burden I cannot shoulder. Regrettably, if I am unable to secure a refund for the three pairs, I may be forced to consider returning the single pair that I retained in order to recoup some of the financial damage incurred. This decision pains me deeply, as I have come to rely on your products for both my professional and personal pursuits. As an employee of Hoka, you understand the value we place on customer satisfaction and the importance of ensuring that each individual's experience with our products is nothing short of exceptional. It is with this belief in mind that I ask for your assistance in facilitating the processing of my refund. Your timely intervention in rectifying this situation would not only alleviate the financial strain I currently face but would also reaffirm my faith in the commitment of Hoka to its customers.

  

  Business response

  03/20/2024

  
  
  Thank you for contacting us regarding your return NA27113240_RT. Upon further review, it appears that your return was delivered to the warehouse today, March 20, 2024. Please be aware that returns typically process within 5 – 10 days after receipt at our warehouse for your return/exchange to be processed. Processing timeframes may vary based on volume and will be handled in the order they are received. Unfortunately, we are unable to expedite return processing. Once your return has been processed, you should receive an email with further details. If you have not received an email by April 3rd, please reach out to us, and we will gladly escalate this to our processing teams for further assistance. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21458538 if you need any further assistance.  
  
  HOKA Customer Care Team

• Initial Complaint

  03/14/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  2/8/24 Order N36475870, item W HIGHLAND SLING ST $29.99 was returned to merchant USPS 920***************0980. To date, I have not received the exchange item.

  

  Business response

  03/15/2024

  
  Thank you for reaching out about your return N36475870_EX. It seems that a return request has already been sent to our processing teams. To proceed with an exchange, could you please confirm the specific style you are requesting by providing the style name, color, and size and we can update your return request? If the item you want to exchange is unavailable, a refund will be issued for your return. Please keep in mind that the processing timeframe is 3-5 business days. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21432404 if you need any further assistance.  
  
  Sanuk Customer Care Team
  
  

  Customer response

  03/18/2024

  
  
  Complaint: 21432404
  
  I am rejecting this response because:

  REFUND REQUESSTED. The item I want to exchange is unavailable.
  
  Regards,
  
  D*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

  

  Business response

  03/19/2024

  Hello Dale,
  
  We're sorry to hear that you are rejecting this information. Upon review, it looks like your request for your return N36475870_RT was processed yesterday, 3/18/2024. A refund in the amount of $23.53 should reflect on your Visa ending in 0552. Although the funds are released immediately on our end, it may take a few business days to reflect in your account based on your financial institution’s policies. We hope this information is helpful!
  
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID #21432404 if you need any further assistance.  
  
  Sanuk Customer Care Team

  Customer response

  03/21/2024

  
  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 21432404, and find that this resolution is satisfactory to me.

  Thank you for informing me that return N36475870_RT was processed yesterday, 3/18/2024. The refund in the amount of $23.53 was reflected on your Visa ending in 0552 on 3/20/23. I am sorry my experience was not a favorable one. 
  
  Regards,
  
  D*** *******
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  
  

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