Deckers Brands Reviews 

Worst customer service you could imagine. Initially denied a claim, and said they could not see the damage, even though the bottom part of the shoe was hanging off the soul. Then after four times of sending pics they finally received after I kept sending screenshots of the email I sent. Then finally, after receiving the package about ten days after post office said it arrived, there was a message saying it was approved. So I threw away the tracking number because they said I should have a tracking number in my email and my item had been shipped. I called back again saying I never received that and they said, oh no, that is only in Canada. USA gets a voucher by email to be used online or in a store. Well, then they looked it up and said they still have not received the package, and that was a mistake. They said they hope I understood that they needed the tracking number even though they said the package was on its way and I did not think I would need my tracking number any more. So now they said the only way they can find the package is by me getting the tracking number. My whole family bought items from them on a regular basis. Never again.

Worst customer service i ever experienced .ordered mens trail sandles size 11 and received womens shoes size 8.made me send back and would not send correct sandles till they received. Took 3 weeks. Had no interest in making it right. Never again

Was a customer since 1994 - hiking sandals could be put through their paces and last for years. Bought a $130 pair 4 months ago, and when the strap pulled out from the sole on their first hike, Decker warranty decided it was from wear and tear / misuse and declined to replace. Sad to see the decline in quality.

Congratulations to Decker brands.
20 years ago I could spend the summer hiking through the boundary water canoe area (BWCA) in one pair of Teva‘s, and never even scuff the soles.
This year I had two new pairs of Teva‘s, the last I will ever buy, that literally came unglued from the soles walking on an asphalt driveway. You should be proud of yourselves for utterly destroying the reputation of a once bulletproof sandal. Congratulations to you and your outsourcing of quality to increase corporate returns. Following this text, I will strike Teva forever from my vocabulary and memory.

I don't even want to give a single star to this company. I have worked here for a little over a year, and this is the second hot and humid summer here in Indiana. This facility doesn't have air conditioning, which isn't uncommon in the state of Indiana. However, the thing that differs between other companies' vs Deckers is that they don't even allow us to ventilate the building. Most companies will open the side wall louvers to allow a cross breeze throughout the building. Even though we have them on our building they don't allow us to use them. Their solution is to just put cheap fans around the warehouse for the associates which is just blowing hot air around them which to them is better than nothing. I'm one of the Maintenance Supervisors at one of the two locations here in Indiana. It's one thing for the associates to be hot and miserable at times while standing in front of a fan blowing hot air at them. But for me and my maintenance team, we don't get the luxury of even getting that. We are constantly moving around and fixing issues throughout the warehouse. Constantly exerting energy and wearing ourselves out and in areas where there is no air movement in tight working areas. Which is a serious heat casualty just waiting to happen. I was a 15U (CH-47 Mechanic) in the Army and the military treated us better than this. On blistering days and days with extensive humidity they would have us stop work and cool down and make us chill in the AC, even while deployed. The people in the offices don't really care about their employees to make a difference for the work environment. Not only that, but they were also selfish enough to only build a small office out on the floor with AC. That office is filled with Leads, Supervisors, Assistant Managers and Managers. So what about all of the other Supervisors, Leads and associates on the floor suffering through the heat and sweating their ass off. You start sweating the instant you come into the building before even starting your shift. For my position I am underpaid here in contrast with my same job title for what I do which is also the same for my techs in my department. My department also doesn't give out recognition for your hard work as you bust your ass over for the company. Not even for doing your job well but for also having to do someone else's job which isn't in your job description, but they won't hire someone for it quick enough, and you've been doing that for 7 months. Not even an increase in pay to which they appreciate the hard work, time and effort you try to put into the company and with your team. So if you're looking for a place that will truly not value what you do for the company by busting your ass for them, helping cover other people's shifts, doing other people's jobs while doing your own, being underpaid, and all while working in a building with no AC and they won't let you open the doors to create a cross breeze to let you bask in the humid heat while making you drenched in sweat. Then sure come work for Deckers Brands. They are callous and value misery and depression.

I'm documenting my experience so other consumers are aware of how this company responded to a serious injury.

My Ora Recovery Slide 3 arrived and I put them on the same day. On a flat surface, taking a normal step, the slide collapsed under my foot. My foot rolled outward, I heard a snap, and I ended up in the ER with a fractured fifth metatarsal.

When I notified Hoka, I wasn't routed to normal customer support. I was routed to a lawyer. She offered me $500 in store credit, but only if I signed a release stating there was nothing wrong with the shoe. When I said I wanted Hoka to cover my medical expenses, I was told, "I can't just go down the hall and cut you a check."

I was then handed to what Hoka called a "neutral third party," the insurer Zurich. That "neutral" process was to mail my shoes to Hoka so Hoka could inspect them for defects. I don't understand how the company that made the product deciding whether the product is defective can be called neutral. Unsurprisingly, the finding was "no defect," and the only offer was to mail the shoes back.

I was only ever trying to recover my medical expenses, and by pursuing that, the $500 offer quietly disappeared. Not that I would have taken it. I never really expected to get anything out of this, but I needed to try, since it was a very expensive ordeal. By the end I was happy to be proven right. Now I know I can't even expect a safe shoe that the company will stand behind.

I then simply asked support for a refund and was told I was past the refund window. When I pushed back, they suddenly found the ability to issue one, with no meaningful apology, only after a fight to get the bare minimum.

I've been a Hoka customer since 2012, both the product quality and the treatment of customers have declined sharply since their acquisition. I'm now out roughly $3,000 because of a poorly designed pair of $60 "recovery sandals." I would never sign away my rights. Buyers deserve to know how this was handled.

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.