Reviews

This profile includes reviews for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
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  Deckers Retail, LLC

  4115 East Main Street Ventura, CA 93003

  
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  UGG Camarillo Premium Outlet

  740 Ventura Blvd, #218 Camarillo, CA 93010

  
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  Decker's Outdoor

  123 N. Leroux Street Flagstaff, AZ 86001

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  UGG

  74 7899 Templeton Station Rd McArthurGlen Designer Outlet Richmond, BC V7B 0B7

Review Details

• Review fromSamantha H

  Date: 05/10/2025

  1 star
  i was recommended by my doctor to purchase the hoka arahi 7s to help with my disability. i bought some from dicks sporting goods. I had owned these shoes for just under 3 months before the soles started peeling off. I was told by dicks to go through hokas warranty, which included me paying for shipping to send my shoes & receipt of purchase to decker brands for review. after 2 weeks my shoes were returned stating my 1 year had lapsed & was denied a warranty claim. that was incorrect. i called hoka & was told to go through the process again. after explaining that the failure of them to accurately read a receipt should not fall on me i was told to email pictures of my shoes & they would send me a prepaid postage. i then had to email 3 additional times and call again, i was told again they had approval from the manager & would receive my prepaid postage that day.
  i then received an email stating they could not send a prepaid postage bc the product was bought through dicks sporting good and explained how to go through the typical process. so again, someone not accurately reading or simply choosing to disregard they were in the wrong.
  when i tried to email back again explaining the problem that i had already discussed 2x prior, i received no answer. i tried to call but the phones were disconnected.
  i have still yet to receive a phone call or email response.
  it is absolutely ridiculous to have already purchased quite expensive shoes to have them fall apart within 3 months, to then go through the correct process of requesting a warranty claim & having it incorrectly denied, then have the burden of having to spend more money because of the employee's incompetence.
  my next doctors appt i will be informing them on not only the terrible quality of the shoes but the horrible customer service. i will not be purchasing any further products from decker brand and have bought another brand to help with my disability.
  

  Deckers Retail, LLC

  Date: 05/13/2025

  We’re sorry to hear about your recent warranty experience. We can understand how upsetting this matter has been for you and we would like to explore available options with you. A member from our team will be in contact with you via email regarding this matter.  

• Review fromJohn P

  Date: 04/30/2025

  1 star
  Good product poor customer service. We received a defective product and the hoops you have to jump through to return it and to get something new is ridiculous. The company doesn’t treat customers with respect but with suspicion and blame. It’s too bad because it’s a good shoe.
  

  Deckers Retail, LLC

  Date: 05/01/2025

  Thank you for taking the time to bring this to our attention. We certainly didn’t mean to cause any added frustration with our warranty return policy. We would be happy to discuss this matter with you and a member of our team will be in contact with you via email as soon as possible.  
  

• Review fromSummer S

  Date: 04/17/2025

  1 star
  I was denied my one year warranty on shoes that were a couple months old where the tread was falling off onto two pairs of them ordered the same time. Shoes are practically brand new and have no wear and tear on them I was told that it was nothing I can do after it’s gone to warranty and they deny it that is fraud.
  

  Deckers Retail, LLC

  Date: 04/21/2025

  Thank you so very much for your contact Summer. That clearly does not sound ideal. It appears that one of our team members is currently assisting you through the MBX email inbox. Please feel free to respond to the most recent email in that thread for continued assistance regarding this issue.  
  
    
  
  HOKA Customer Care Team

• Review fromShawna S

  Date: 04/04/2025

  1 star
  I purchased a pair of Cliftons from the Hoka website that were delivered on 5/22/24, that have already started falling apart. When I processed my warranty review for the shoes, the email explicitly stated
  "Print your return form. If returning multiple items, make sure you have a return form for each item enclosed in the box. If you are on a mobile phone, you can print to a wireless capable printer or print the copy that was emailed to you later.
  Enclose all products and return forms in the box.Drop your package off at any UPS location. Be sure to ask for a receipt with your tracking number. Ship and You're Done!"
  This email states NOTHING about providing an original proof of purchase in the box. Deckers Brands returned my shoes to me in March 2025, stating they were "out of warranty" after less than a year. When I followed up with customer care, they stated "a receipt or confirmation would have needed to be included with the shoes" in order to validate the warranty. But, they also will not pay for this warranty return again, so it will have to be on my dime.
  Bad products, insufficient communication, and a complete and total waste of money. I will never be purchasing Hoka again.
  

  Deckers Retail, LLC

  Date: 04/07/2025

  We are saddened to hear your Clifton 9 pair was determined to be out of warranty after physical evaluation Shawna. The term "out of warranty" is not exclusive to the purchase date and can apply to wear & tear or issues that are simply not considered a manufacturing defect under our warranty policy, apologies for any disappointment. Our team has reached out to you via email to look further into potential options we may have for your pair, please respond to that email for additional assistance regarding this issue. 

• Review fromMegan W

  Date: 04/03/2025

  1 star
  I purchased Clifton 9 GTX on Sept 27th 2024, this is my first Hoka experience and definitely will be my last. I called about a return by Dec 3, 2024 because 2 of the grips on the sole were peeling. Received the wrong colored shoes back on Dec 6. By Feb 17 I was calling, once again, because the same spots were peeling. I use them for work in a small medical office of all things. I finally received my same shoes back over a month later with a letter stating they were out of warranty. The woman I spoke with on the phone, agreed via the picture that the soles were not worn down at all and they did in fact look brand new. Once contacting her supervisor, I was advised that there was nothing they could do and that my shoes were this way due to normal wear and tear. $170 pair of shoes you can apparently only lightly wear for 2 months. Needless to say, my patients and the health office I work in will be advising against this brand.
  

  Deckers Retail, LLC

  Date: 04/07/2025

  Thank you so much for contacting us regarding the issues with your recently purchased pair of Clifton 9 GTX Megan. We believe in our products and are very sorry to hear that you had a negative experience with your pair within such a short timeframe. Our records show that you are currently in active communication with our Customer Care team regarding this scenario. We would suggest continuing to communicate with that team directly as they are attempting to offer a potential resolution for you in this case.

• Review fromMaryanne L

  Date: 03/26/2025

  1 star
  I have 4 pairs of Bondi 8 women’s. Some were gifts. Some from Hoka, Nordstrom and Foot Locker . One pair is black and white I bought them at Foot Locker. I always rotate shord according to color. I wore these a few times and the center layer became speckled. Looks like a defect the center is off black , so it’s visible & unsightly. I called FL. They recommended calling Hoka as it’s a defect and warranty issue. I called and spoke to a customer service person. She asked me to send photos. I did. She said to send them back to Hoka and they would refund me the $169. They received them on March 6th. I paid the shipping so now I’m out $190. I have emailed, called and kept asking for the promised refund. They are all useless and not helpful. I know what I was told. This company has horrible customer service. No way to reach the corporate office. The customer service people go from bad to very bad. Nasty rude and ignorant. My next step is to call the district attorneys office in California. They do not stand behind their expensive product. They refuse to communicate. Do not answer email either. I’m tired of the run around. Hire adults who are respectful and knowledgeable. Not unintelligent uninformed people.
  

  Deckers Retail, LLC

  Date: 04/03/2025

  We apologize for the inconvenience regarding your denied warranty return. Our teams have been in contact with you, and we look forward to exploring the available options for you.

• Review fromMoe O

  Date: 03/12/2025

  1 star
  Complaint Regarding HOKA Women’s Bondi 8 Purchase & Warranty Claim
  I am writing to formally express my disappointment regarding the HOKA Women’s Bondi 8 shoes I purchased online from your website on August 1, 2024. I chose this product based on its outstanding reputation for quality and durability. However, within just four to five months, I noticed that the sole was coming loose.
  Upon contacting your customer service team, I was asked to provide multiple photos, followed by instructions to mail the shoes for further inspection. After a prolonged back-and-forth process, it took nearly a month for me to receive the shoes back, accompanied by a note stating that they were out of warranty.
  Concerned that this was a mistake, I reached out again, as the shoes were still within the one-year warranty period. Unfortunately, my calls were either ignored or dismissed. After persistent efforts, I was finally able to speak with a representative who informed me that my claim was denied due to “wear and tear.”
  I find this explanation unacceptable. A premium running shoe priced at $165 should not show significant deterioration within just four months of normal work wear. To put this into perspective, even inexpensive shoes from Walmart ($29.99) do not fall apart so quickly. This experience has left me extremely dissatisfied, not only with the product but also with the lack of professionalism and support from your customer service team.
  I respectfully request a re-evaluation of my warranty claim and a resolution that reflects the quality and customer commitment that HOKA is known for. I appreciate your immediate attention to this matter and look forward to your response.
  

  Deckers Retail, LLC

  Date: 03/17/2025

  Thank you for bringing this scenario regarding the warranty evaluation on your Bondi 8 pair to our attention. We are aware that it can be disappointing when items are denied approval after the warranty evaluation process and apologize for any inconvenience. Our team has reached out to you via email to look further into potential options we may have, please respond to that email for additional assistance regarding this.  

• Review fromDenise K

  Date: 03/10/2025

  1 star
  My husband purchased Hoka challenger 7 for me as a gift ( Valentine's Day) I only wore them for a few hours mostly in the house to get use to them. Because they felt off . After walking around the perimeter of my house. My feet started to hurt. I have no issues with my feet. I live in Asics sneakers great brand. I took them off, and told my husband what happened. The next day , both of my feet were aching badly. So he notifed Hoka and they said to send them back. We had to pay for the return $20.00. They now have the return plus our money. It's been 3 weeks and still no answer. We have all the receipts plus tracking of return and emails from them.
  We have no refund, no shoes, no answers.
  Poor business!!!!
  

  Deckers Retail, LLC

  Date: 03/11/2025

  We appreciate you reaching out regarding the timeframe on the warranty return evaluation of your Valentine’s Day gift Denise. That is unfortunate to hear that the Challenger 7 was not the correct fit for you.

  
  

  Product return evaluations are handled on a case-by-case basis. Our warranty team is given 10-15 business days from warehouse receival date for product verification and evaluation purposes. You should receive an email directly from that team once a determination has been made on your item.

  
  

  Thank you so much for your patience with this process, feel free to contact the Customer Care team with your return number and tracking information if you would like to verify the warehouse receival date.  

• Review fromViktor N

  Date: 02/26/2025

  1 star
  I have bought Hoka Bondi shoes for over 2 years and really liked them. This time, I wanted to try a different style (SpeedGoat 5), which I initially liked even more but was disappointed to see that after just a few times of wearing them, they have developed a tear on the side. Since it was within my return time period and under a 60 days no questions asked guarantee for Hoka members, I sent the shoes back. On the website, it states that return take 5 to 10 business days. My return was received on 2/4/25 but since I have not heard anything, I started to contact CS myself. This is where the nightmare experience began. First I was told to wait until 2/18, then 2/22, then 2/25, now until 3/6. The CS and returns departments are not connected. When I asked to speak with the supervisor, I am prevented from doing so. CS keeps saying that they have escalated the case but the warehouse still needs to inspect the item. I have tried chat, text, Facebook messenger and I still do not get to speak with the supervisor. From this experience, it is evident that Hoka as a company does not stand behind their product and they falsely advertise “Fly for 30 Days (60 days for members) guarantee”, where they claim that no questions asked if the shoes are returned within that time frame. This is a very shortsighted attitude on the part of the company as they do not care about their name and customers. After my horrendous experience, I went online and found a ton of complaints and posts of people stating similar experiences. It looks like separating CS from the returns warehouse and preventing customers from speaking with the supervisors allows the different departments to blame each other which looks like a scam to the outsider.
  This is very sad because I think that Bondi shoes are great shoes but after going through this horrendous experience, I will think twice about buying anything from the company that does not stand behind its product and does not take pride in it.
  

  Deckers Retail, LLC

  Date: 03/03/2025

  Thank you for contacting us regarding this issue with your return Oksana. We know how important keeping an eye on these types of scenarios can be. Our systems are showing a refund was issued on 02/26/25 via our Customer Care team in the amount of $118.51 USD back to your site credit used on initial purchase. We have confirmed that your refund has been processed correctly on our side and the current total balance of your site credit is $177.79 USD. Please feel free to reach back out to our Customer Care team if you do not see the credit applied on your side.  
  
  We hope this information has been helpful! 

• Review fromJon M

  Date: 01/29/2025

  1 star
  Poor customer service! I made an order and they never processed it on their end. I reached out to them and asked if I could maybe exchange them for another pair that I liked since nothing had been fully processed. So with out any further communication they just cancelled my original order and reached out saying to just go back and order the other pair. By the time this all went down the new pair I wanted is no longer available nor is the original pair I tried to purchase. It’s very aggravating, at this point I’ll purchase another product elsewhere that has their production together.
  

  Deckers Retail, LLC

  Date: 01/30/2025

  It saddens us to hear about the difficulty with getting the desired pair Jon, we know it can be irritating when options are restricted due to processing limitations. We also understand that it can be frustrating any time an unrequested order cancelation occurs, our apologies for any inconvenience. If you would like assistance placing an order, we would advise contacting the Customer Care team in your region.