Deckers Brands Avis 42

Poor customer service in warranty department

Spent $180 for hoka slipmresistant shoes and had problem with heel from beginning. They know about this problem and still state that it is normal wear and tear. Do not buy hoka or attempt warranty claim because they will give you run around and deny claim.

We have to get away from this company because the product may look good but poorly manufactured and the Customer Service is also very poor. I wouldn’t buy any Hoka or Uggs in the future.
Max Abecian

Part II …..I sent this complaint …also attached is their reply … issue going on November 2025-January 29, 2026 no resolution .

Don't update your email within your account.. especially prior to making holiday purchases. Apparently they don't have the technology to do this and keep your current rewards account. I was told in November 25 they would merge the account, I waited called back January to see as I Spent over 800$ through the season and was looking forward to using my rewards to treat myself. no one ever
told me that I needed to create another rewards account .. lost all points . Chatted for 2 hours once, talked to several people, one girl said sure. But that was " misinformation". I have my whole order history in my account since 2013, to this day, they can clearly see all my purchases but as soon as I updated my email in November, within my account, the rewards sign up vanished along with all my holiday shopping rewards, And they can't go back and add them . really ??? I will never order from them again. No help whatsoever in something that should be a click of the button in 2026. Beware . Very very poor customer service regarding this issue .

Their reply …

…I am contacting you about your recent Trust Pilot review concerning your UGG Rewards account. If you set up another UGG Rewards account using a different email address and were logged in when placing orders, we can try to merge those accounts into one. If you'd like me to proceed, please provide the email address. However, if you did not create another account, we cannot add points from those purchases to your account.

We hope this clarifies our Rewards information.

We will see if she can provide a solution as all she said in the email was what I have been told since November 2025. Several people said can’t merge , IT says not possible .

If you have respect for yourself, please don’t buy here. You will never see your money be refunded and they will always claim that they never got the products back that the logistics company many times confirmed was delivered. I’m still waiting for my money after almost 2 1/2 months I had to go and sue the company to get my money back to get any reaction. Don’t buy any UGGs from them!

They have the worst customer service in retail I've ever experienced. Buy ON instead of Hoka.

I am filing a consumer complaint regarding a defective product and improper denial of warranty coverage by HOKA (Deckers Brands).

I purchased a pair of HOKA slip-on shoes directly from the manufacturer in July 2025. After normal and intended use, the right shoe developed a structural failure in the heel counter area. The heel structure bends and collapses inward inside the shoe, causing pain and injury to my heel during walking.

Slip-on footwear is designed to maintain an upright, reinforced heel structure to allow safe and comfortable use. The left shoe remains structurally intact, while only the right shoe has failed, indicating a material or manufacturing defect, not normal wear and tear.

I submitted a warranty claim to HOKA. The claim was denied, with the company stating that the issue was “not a manufacturing defect.” This determination is unreasonable. A heel counter collapsing inward is a functional structural failure, not cosmetic wear, and renders the product unfit for its intended purpose.

By denying coverage, HOKA has failed to honor the implied warranty of merchantability under Illinois consumer protection standards. A reasonable consumer would expect premium footwear to maintain structural integrity for more than a few months of ordinary use.

I attempted to resolve this matter directly with the company, including posting a review when BBB would not accept a formal complaint, but no appropriate resolution has been offered.

Requested Resolution:
I respectfully request that HOKA:
Reevaluate this claim as a manufacturing or material defect, and
Provide a replacement, refund, or store credit.

Horrible quality shoes. DO NOT BUY, it turns out they’re mass produced in China and aren’t even made locally or naturally. They’re such a rip off. Put your money elsewhere

Purchased UGG boots on November 28, 2025. Defects were discovered and photographed on December 2, 2025 — just three days after purchase — following minimal, normal wear by a child.

Photos and receipt were provided with the warranty claim, yet the claim was denied on the basis that this level of deterioration was considered “normal wear and tear.”

I have purchased UGG products for over 15 years and have never experienced quality failure within days of purchase. This experience was disappointing not only due to the product quality, but also due to the handling of the warranty request despite clear documentation and an extremely short defect timeline.

After trying different Deckers brands, I have come to realize I should simply opt out. I don't know what is happening to their manufacturing and customer service but both have been abysmal. Shoes fall apart quickly and no-one at Deckers seem to care.

My Hoka shoes were delivered on time, were true to desciption, and a complimentary pair of color-coordinated shoelaces were included, also great packaging. I'm very pleased with my transaction

Terrible product, terrible service. Ordered a brown size 12 trainer, and received a leopard print size ten flimsy pair or things you can barely call shoes. Customer service is terrible and want me to pay £35 to return the item which only cost me £42. Clear breach of trading standards who I will be reporting this matter too AVOID

I purchased a pair of Men’s Bondi 8 shoes directly from HOKA in February 2025, and they were delivered on March 3, 2025. Within just a few months, the heel padding on both shoes broke down, exposing rough material that caused painful Achilles irritation. I reached out to HOKA customer service on June 17, 2025 — well within their one-year Limited Warranty window.

I provided photos and proof of purchase showing the premature material breakdown, which clearly qualifies as a defect in materials or workmanship per their own policy. Instead of honoring the warranty, I was told the damage was due to “normal wear and tear” and was offered a link to their sale page — no resolution, no accountability, and no offer of exchange or store credit.

I have spent over $1,100 directly with HOKA over the years and expected far better treatment. Unfortunately, this experience mirrors many recent 1-star reviews on Trustpilot — loyal customers having valid claims dismissed, while Deckers Brands (HOKA’s parent company) refuses to take responsibility.

I will be filing a formal Better Business Bureau complaint, and I will not be purchasing from HOKA or Deckers Brands again. If you’re considering their products, just know that if something goes wrong — even within warranty — you may be ignored.

I purchased the Hoka Bondi 8 from hoka.com for around $170, expecting high quality and durability, especially considering the price and the brand’s reputation. As a registered nurse, my spouse used these shoes strictly for professional purposes—no outdoor or recreational use.

Unfortunately, after just 10 months of regular use, the shoes began to tear and break down, which is extremely disappointing for a product marketed as premium. I reached out to the product warranty team, but they declined my claim, stating the issue was due to "normal wear and tear." Frankly, this response is unacceptable given the price point and limited usage.

This experience reflects poor manufacturing quality and unsatisfactory customer support. I expected much more from Hoka. I won’t be purchasing again, and I would advise others to reconsider before investing in this product.

Poor quality ugg boots. Australian made ones are far superior.

This idiotic company is trying to use American laws to rip off the name of an Aussie icon, namely Ugg, Ugg Australia has been around since 1974, and on this corporation web site they try to claim they invented the product. Do not buy anything from these poor imitation badly made corporate fool

Sorry to say I need to post a negative review and bad experience with Hoka. I purchased the Clifton 9 shoes in June 2024. After wearing them 15-20 times the sole started coming apart on the bottom of the sole. I loved the shoes otherwise however, this would have caused and uneven stride if the loose piece of the sole came off and could have created a trip hazard.
I contacted the company and sent pictures in of the defect (see attached). I also verified the date of purchase so it was clear I was well within the one year warranty. I received a shipping label from the company to send them back and one of the three customer service reps I spoke to (all of whom were very nice but the company kept losing my emails with the photos) said this should be a covered issue and I should receive a credit to purchase a new pair of shoes.
Two weeks later I receive a standard “form” letter back advising me that my claim was being denied for two reasons:
1. It was beyond the one year warranty period
2. Second, it was being denied because of "normal wear and tear" and "water damage". Thinking an error may have been made I contacted Hoka and asked to speak to a supervisor. I was not given a chance to speak with a manager but a customer service representative named "Camella" reiterated why the claim was denied and said she understood the letter had some incorrect information in it (about the warranty expiring) but the wear and tear excused them from honoring the warranty claim.
I paid about $150.00 for these shoes online from the company. I only wore these shoes 15-20 times. They were never in water apart from a few times in rain. It is 100 % clear we are within the warranty period and that a form letter was sent to reject my claim with no thought given to the date of purchase or any explanation for the clearly visible defect. I paid a significant amount of money for a pair of shoes that after minimal use came apart at the sole.
Caveat Emptor - Buyer beware this company has not stood behind this product for this customer. It should not cost a consumer $10 every time they wear the shoes (I wore them 15 – 20 times) and have them wear out after light, normal use.

A trash company who resells crap from china . Leave the REAL UGG boots to the Aussies who make quality boots

Disgusting corporation going after a small family run business who invented the Ugg boot.
Dont support them!

Don’t trust this company, they are a rip off and don’t deserve to be supported!