I ordered my son boots online and after than less than a week the sole has come away. I have called but can't leave a message and have sent 2 emails with no response. I came to them as l thought I would support an Australian business but now l realise this is not deserved when the lack of service has been appalling. Spending so much money on a child was a splurge and now we are very disappointed- his previous Kmart boots lasted longer Date of experience: August 27, 2020Got an $80 pair of slippers. After only a few months of evening wear indoors, the fuzz is worn off all over the soles of these. UGG Customer Service was no help. I would not recommend these to anyone and will not be buying anything from UGG in the future. Service Value Shipping Returns Quality Date of experience: February 25, 2021Stay away from this company! Their sizes are misrepresented. Their boots are substantially larger than the regular sizes (because they are unisex but they don't tell you that). Their return policy does not include shipping either way; they also keep 20% for "restocking" fee. It is very expensive to ship to Australia. Their customer service is very poor or non-existent. Read the reviews! I wish I had before I ordered boots from them. Products used:None. Had to return the boots because their sizes are misrepresented. Service Value Shipping Returns Quality Date of experience: February 27, 2023I placed an online order on 12/15 and was charged on 12/22 causing my account a negative balance. Being charged a week after placing an order that was pre authorized the full amount is frustrating to say the least. Why not just automatically withdraw the funds at the time of payment like most up to-date merchants? Extremely inconvenient for the customer. I will never online order with Ugg again and advise others not to unless you want to keep track of a pre authorization charge for a week and who does that in today's technology integrated era Tip for consumers:It would have been helpful to get a heads up at the time of checkout that you are pre authorized when charged so you can make the decision to proceed with online ordering. The customer service is usually unavailable for such a business. Products used:Boots Service Shipping Returns Quality Date of experience: December 22, 2021Today is January 13. I ordered the disco slide on November 28 as a treat to myself before holiday madness. These were supposedly delivered to my apartment on December 4, but my apartment claims to never have received the package. I talked to Ugg support and opened an investigation. I was supposed to hear back in 8-10 business days, but never heard back. I emailed customer service on Dec. 23 and Jan. 4... no response. I've tried calling multiple times... no one picks up. I've tried texting the number on this website... no response. I ended up live chatting with a support person on this website who said I would receive a refund, which has not happened. That was nearly 2 weeks ago. What the? Like am I being scammed or what is going on? I honestly don't know where to go from here and would like my $100+ back, please. This has been exhausting when it was supposed to be a little luxury. Service Value Shipping Returns Quality Date of experience: January 13, 2022Not one single reply to my emails. The order is over a month old and not a single update, apology, or indication I will receive any goods. Plus, the sizes on my invoice are not the ones selected. I have launched proceedings with my financial institution and the relevant consumer bodies as this company is clearly just taking people's money with no intention of providing what they say they will, when they say they will. The worst online ordering experience of my life, and you only need to look at the reviews to know this company is run by crooks. DO NOT BUY! Date of experience: July 7, 2020Can't contact anyone phones are not taking calls got lied to by management that by product was sent overnight express post delivery and not answering emails in the last 3 weeks. They are still working so can't blame the virus Date of experience: May 15, 2020I purchased some boots from this site. They dont have a direct contact service here is unprofessional. If you want some ugg boots go to the ugg store or a reputable high end retailer. I had no idea that the merchandise is fake. I was ordering for a Christmas present. When they arrive Im going to put the in the Goodwill. I had to order authentic pair from ugg.com for my gift. Date of experience: December 7, 2017I ordered online, and received confirmation of the order saying due to COVID-19 there were some delays so would be 5-8 days and I would hear from Australia Post with confirmation of delivery. After 2 weeks not hearing anything, I tried calling the number listed online, but it is automated response saying email us. I emailed and had an automated response saying "COVID delays, we will get back to you". Nothing. Tried again a week later. Still nothing. I'm guessing I have lost my money... based on the reviews I am now reading there is no way I would buy from these guys. Date of experience: June 23, 2020In January I accidentally sent back my… In January I accidentally sent back my husband's order, with the return label For my order, I quickly realized my mistake and called to notify them of the error. They assured me that the shoes would be sent back to me within 10 days. I have called numerous more times to find out the status, but they always say it's being looked into, wait 10 days. We still haven't received my husband's shoes back, nor have we received a refund for the 2 pair of shoes that cost over $300. It's extremely disappointing that they don't take care of their customers. The shoes are now sold out, so I assume they sold them to someone else, and made double the money! I can guarantee that as a very long time customer, I will no longer purchase anything from them again, and will share my experience on every social media site possible, so maybe others won't get "robbed" of money/shoes owed back to them. Terrible customer service! Products used:None, they kept the shoes, no refund and now out of stock, so guess they sold them to someone else. Basically stealing from me! Service Value Shipping Returns Quality Date of experience: April 5, 20232 weeks after wearing uggs, the sole started to fall away from the body at the front. Ugg said it was not their fault so I had them repaired. 2 weeks later the front let go. POOR QUALITY Date of experience: July 6, 2024First it took over a month to receive the product. Then once they were received, it was the color, pink instead of orange. The manager told me to keep the boots and he would refund me $10 - unacceptable. To make the story short, as the manager and I continued to converse via email, he offered me $15 and lastly a $20 refund and 10% off my next purchase. He asked me to understand that they work hard make little money and the cost was expensive to shop to us. At the end of the day, I reported this to my credit card company to get a full refund. Did I mention, the boots weren't authentic either... stay way, do not buy from this website! Date of experience: November 17, 2017I paid for my boots. Returned and now they keep contacting me about getting a payment because i didn't pay for my boots... that they sent me... ridiculous! I paid for them i know it's on my bank statement. I don't know if this is a scam or what but I would like for them to stop emailing me about a 200 dollar payment... Date of experience: August 12, 2017I had a pair of Uggs given to me as a gift. I wore them briefly and they got a hole in the front of them. I called their costumer service and when I told them my problem they rudely hung up on me. I called them back to see if I could talk to someone else and they sent me right to a survey and wouldn't help me after that. This is the worst costumer service I have ever had. For Uggs being a billion dollar company you think they would hire better costumer service representatives and that they would cooperate with what I was trying to tell them was wrong with the shoe. Service Date of experience: April 16, 2017I want to know how/why this company has been trading so long without any interference from authorities? They offer next day deliveries, and charge £6.99 when that is obviously impossible unless you live in china! Its not until one is billed that you realized that you are paying more due to the exchange rate! How can these people be stopped!? Date of experience: January 18, 2014Horrible! Save yourself some time. Get your uggs elsewhere. You have a question concerning your order? Good luck getting in touch with someone. I'm not a social media person but if any of you is, you should definitely hurt them on FB, Twitter etc. This doesn't make sense especially when you buy a product at that price. Date of experience: January 2, 2014I bought boots from Nordstrom. A few months later the baily bow became unraveled. Instead of taking them back to the store I figured I would deal with ugg Australia directly. Bad move! I shipped them off USPS may 28, it is now July 24 and ugg cannot find my package. Really $205 wasted. Date of experience: July 24, 2015Customer service for returns are HORRIBLE! Tried to call 3 times. Wait time 50 minutes(combining the three attempts). I never did get an agent on the phone. Sent E-mail to get a return label. It came 2 days later after I already shipped the product back on my own. Date of experience: January 16, 2014Currently on hold an have been for exactly 44 mins. When I try to live chat a rep, it gives the message of 'disconnected from server'. Simply trying to track my order. It lists 2 departure scans an simply stops tracking thereafter. With the price of their products, should hire more people to answer the phone! Date of experience: December 22, 2015Just wanted exchange a pair of UGG's for size. Website says exchanges take 6-8 days. 15 business days later I get on a chat with customer service. They track it down and tell me new pair will be here 3 days later. 3 days later I chat again because UGG's never came. This rep says they have no record of our exchange. They finally found it and told me the first rep must have been confused when he gave me a deliver date... Confused... yea right... how about just wanted to get me off chat... They gave me their "advance exchange #" which I called and sat on hold for an hour and 21 minutes only to be told that " your US Postal service is dragging deliveries." The second chat told me they would expedite the shipping... more lies. Now they have promised that I would see them next Friday. 26 business days later. First and last pair of UGG's this father and grandfather will purchase for any of my family. Date of experience: January 15, 2016I ordered an Ugg cleaning kit. The website said 2 day free shipping, but once it was shipped it was ups ground - 10 days! I could have ordered from Amazon Prime and had it. When I contacted customer service, they offered no explanation or anything. They did apologize, then asked if there was anything else they could help me with. I'm very dissatisfied! Date of experience: January 1, 2016Ordered over 3 weeks ago and shipment hasn't arrived, been trying to reach customer service to find out what's happening but can't reach anyone! No reply to emails sent 5 days ago, Live chat doesn't work on Canadian website. Tried to reach them on US site and there's is 43 people in queue before me, queue doesn't seem to be moving.. Date of experience: December 14, 2016Ordered boots with 2-day shipping. Received confirmation- 2-day shipping was not shown on confirmation. Called customer service, was on hold for 30+min. Gave up- sent email asking them to confirm 2-day shipping was applied on the order. Received response stating it was, then received tracking info showing order taking a week to receive. Tried all day to contact customer service via 888#- no luck- their phone system was having "technical difficulties". Sent email again- response from Ugg "nothing we can do". They tried to say 1st-I didn't request expedited shipping AND I misunderstood when their rep told me they applied 2-day shipping to my order. When rep said "We applied 2-day free shipping to the order" I should have understood that to mean "we did NOT apply 2-day shipping to your order" Thanks for nothing Uggs- love boots but will never do business with them again. Not worth the aggravation. Date of experience: December 18, 2015I ordered a pair of uggs on the 30/08/2011 and status on my account still says pending, they emailed me asking for a copy of my bank details, I've emailed them everyday since and I got an email today sayin customs are really cracking down that's why its taking my order longer than usual, then I got this email Dear Julie, We had sent out the goods, and i'm very sorry, our express company not give the tracking number to us yet, so once we got the tracking number, we will send the email to you asap. Have a good day Cora This to me seems very dodgy! Is anyone else having the same problems? Julie Date of experience: September 6, 2011Their customer service is a disaster. They emailed me saying that part of my order was cancelled and even after a written request didn't offer me a chance to exchange the item THEY falsely claimed they had in stock or cancel the order entirely. They offered me to create a new order (of course not offering to cover the delivery fees). All that whilst not sounding apologetic at all for their mistake. Date of experience: January 12, 2016