UGG Mall of America

Terrible experience as an African American customer. When I arrived the two women working at the counter did not greet me nor offer help. They surprisingly did the same thing to a young black couple. After explaining I intended to a even exchange for my mother Christmas gift the cashier told me she wouldn’t be able to do an even exchange it would have to go back to the original card, I explained again it was a gift. My mother decided to go a head and refund the money. I requested a receipt the same cashier then explain she cannot give me a receipt because it is online… I’ve worked retail for many years these ladies certainly need to look for a different career if they cannot be bias and customer service should be the same regardless of ethnicity. The lighter skin women who made a return prior to me got a smile, over explaining, etc. I got ask 4 times if I wore a pair of shoes that I had already explained where a gift to my mother… Honestly will never shop at this location again or ever if you cannot make an online exchange efficiently.

I visited the UGG store today and had a very pleasant experience. The associates were wonderful & kind. Dert went out of his way to find a few pairs of shoes that I was looking for. I appreciated his help!

I wasn't greeted by any sales staff when I walked into the store. When I made my boot choice, I asked an employee for my shoe size. I went to the counter to complete my exchange and was told I had to wait because the employee at the open register didn't have access to process my transaction. I've shopped at the UGG store at MOA on several occasions, and this is the first time I wished I had gone to another location because of the lack of customer service. Overall, I was pleased with my boot exchange. However, the in store choices has diminished.

Horrible customer service no greeting as I walked in wasnt welcoming at all i worked with a gentleman who wasn't trained well on returns he went for help after i sat for 15 minutes and called ugg on my phone while in ugg store finding out they can find reciepts online because i didnt have a reciept that they are able to look up by email women comes out of back and asked what did i need no hi no hello hows your day no smiles nothing I guess straight to business for my $150+ Ugg what was suppose to be an exchange that she refused to do because i asked her did she an have an attitude store is ran by ghetto if you ask me that's why I'll order and return online if i consider again I don't even think I want uggs anymore if they are able to employee people who are not gonna represent ugg with a smile with great customer service skills who wanna work and help which I'm sure they asked her in a interview 😉 like all jobs do couldn't get her name because she refused that but thanks ups for the return because she thought she did something

We checked for our size in multiple shoes and were told they don’t have them. The staff acted like we were bothering them. We went to Journey and purchased the UGGs there. My kids were super excited to shop at the UGG store and were super disappointed.

Horrible go to the outlet it’s worth the drive! Lady didn’t ask me anything give me a brown paper bag after I spend $200

Fantastic customer service. Huge space, and comfortable. Space gives you room to take your time and find the right item(s) you need. Beauty needs to head a location for UGG!

I am very frustrated and upset by the shopping experience at this location. First I asked a question about a shoe and instead of the sales associate responding to the question all they stated was “that’s a men’s shoe” (responding to my question with an assumption on my gender and the assumption that I was buying the shoes for myself annoyed me but I ignored it since they were correct assumptions), I wasn't even told where the women’s shoes were and when I asked I was vaguely told “at the front” (there was no sign or anything and to me all the shoes looked the same - even online the shoes are gender neutral), the women’s shoe area wasn’t even at the front it was at the middle of the store and the sales associate could’ve pointed to it since it was the next section to the section I was originally looking, I then needed to wait to request shoes to try on, then I was told where in the store to sit (a spot which happens to be the closest to the register) “sit here” I was told instead of being handed the box, then when I requested for a different size I needed to ask twice before I was begrudgingly listened to “the shoes are supposed to be small” I was told by 2/3 sales associates that heard my request, the size 9 shoes I tried on were taken before the 10s were placed next to me even though I wanted to compare how the two sizes felt because of their hesitancy to give me the 10s, a visibly dirty returned shoe was given to me to try on, when I asked why the 10s felt smaller and if the other shoe I tried on was really a 9 with a blank store I was told “they are” by a sales associate who had no contact with that other box I received, the second a sales associate noted I was done trying on the 10s they took the box over to the register and stared at me when I needed more time to do research online (since none of the associates were answering the questions I had). I really wanted to leave the store at this point to buy the shoes elsewhere because of how rude the sales associates were and of how uncomfortable they were making me. I spent most of my high school and college working in the shoe department of retail stores and how the 3 sales associates treated me tonight, I would’ve NEVER done to any customers I had. A severe lack of professionalism and customer service was displayed by all 3 sales associates. The next few stores I visited genuinely shocked me because of how nice the sales associates were compared to the ones at this Uggs store.