Katherine F.
Yelp
Terrible C.S. & Issue is still not resolved!!!!!
I have had an issue with Ugg.com since September 2017, and after 14 phone calls & a 6-page letter to Corporate, it still is not resolved!!
I returned a sweater to Ugg in mid-September that was a gift for my girlfriend-it was mailed to another State. She returned it end of September. In mid-October, I started to call Ugg to see where my credit was. After speaking to literally 8 people, I finally found out that they did not receive the sweater back (even though I had the tracking #). The 8th person, finally said that he would fill out a "loss item return report" and that I should receive my credit within 3 days. I called back on the 4th or 5th day, and the 9th rep, said that the guy did not fill it out correctly, so that is why I had not rec'd my credit! She filled out the form and stated that I would receive a credit within 5-7 business days! In early November, I saw a credit from Ugg for $90.00, even though the credit should be about $153.00! I called back, spoke to a manager (10th person), and they said that because I had another item in the order, that they credited me back incorrectly.
I asked the Manager if I could be compensated in any way because I, at this time, had spent about 3-4 hours on this! She said that she would send me a Tuscany Pom, usually $50.00, for $13.00?!
I really wanted this Pom, so stupidly, I said yes. I rec'd the POM on 12/10/17, went out to lunch for my husband's birthday, and within 1 hour, the POM had fallen off the string and of course, in the women's restroom!
I called Ugg the following Monday, and the 11th rep, said that she would credit my cc $13.00, and send out a new Pom once they were back in stock.
Within 1 week, I received a purplish-brown Pom on the "U" key ring! I called the 12th rep, and she apologized and told me to just keep that Pom and that she would send out the Tuscany Pink one in February when it was back in stock. /12/1 week later, I received another Purplish-Brown "U" key ring! I was just besides myself! I didn't understand how each rep could give me a different answer about the sweater, not receive the correct credit (finally, it posted on my December statement) & send me 2 incorrect Pom's!!
I called and spoke to the 13th rep, and told them to note on my account, that I would not be returning this Pom until I received the correct one in February!
*I finally got smart (at least, I thought so), and I wrote the Corporate Office in CA a 6 page letter with all the details and a colored pic of the wrong Pom. I sent this letter on 1/12/18. I had not received a response of any kind, so I called and asked the 14th rep, how I could contact Corporate because the letter had not been addressed. She gave me an email address, and I sent an email asking for confirmation that they received my letter, and to please get in touch with me either via phone, email or in writing (the email was sent on 2/12/18).
I HAVE NEVER received a response from them as of today!
I can't believe this whole, terrible experience!
*I wanted to write this review so that people know how bad their customer service is at Ugg, and my strong recommendation to not buy from them online!
If you do buy an Ugg product, my recommendation is to buy at a reputable store (Nordstrom, Sak's).....
At least, they will stand behind the item and issue if you have one.
Good Luck!