UGG Omdömen 569

My parcel from UGG UK arrived open and incomplete, with one item missing. UGG claims the full order left their warehouse and refuses any refund or replacement, taking no responsibility for an open delivery.

Order never delivered. DPD sent back to consigner. Impossible to speak to UGG other than by email and it takes a week for every reply. Order refunded minus delivery charge. So I’ve paid for a delivery that never happened. Feel totally powerless as a consumer. Wouldn’t use UGG again.

Would not even bother with a star. Utterly useless customer service. Some bot just repeating the same old crap when you're chasing a £126.00 return. It's arrived back to them, I have proof, I've shown them proof. They say it's escalated, someone will be in touch within 3 days but they don't. They do not deserve custom. Happy to basically steal your money. I have nothing to show for anything, yet they have my £126.00. If they happen to get in touch via this website - please do asap. I'm horrified I have been played like this.

Don’t order online they just send u whatever they have beside them

I have not received my order or a refund they have been sending me emails in regards to my order but have not done anything to resolve the situation, I’am very upset with company as this was suppose to dealt with last year but they have not even bothered to contact me

Shoes dumped by DPD and have gone missing. Have desperately tried to get a replacement or refund but UGG are consistently ignoring my emails and telling me he claims to have handed them over to me (which is a lie and can be proved).

If I don’t receive a response in the next week, I’ll be taking them to small claims court for a replacement or refund, plus expenses for the stress and ignorance on their behalf.

DO NOT USE!!!

Wish I could give a no stars rating. A perfect storm of deliberate incompetence and collusion on the parts of UGG/Decker Euro and DPD to hold on to customers' money for as long as possible. I returned boots to DPD on 29th December. DPD messaged to say they had been delivered to UGG on the 5th January - almost a week later, allowing for the new year bank holiday. Within hours of me complaining to Paypal on 13th January I received a notification from UGG that they’d received my return! Paypal notified me , also on the 13th, that my refund would be in my bank by the 15th and it was. I wonder how long it would have taken if I had not gone to Paypal?

I hate my experience with UGG.very disgusting customer service. I ordered a pair of boots as a Christmas present for my daughter it came and it was half size small for her .I returned it straight away. They emailed me with some blurry pictures attached saying its not in original condition which is unbelievable and asked me to explain the reason of returning, I emailed them back instantly but they returned the item without any explanation or answeing to my email . Very rude type of communication .

Disgraceful service.

NEVER AGAIN

DPD have delivered somewhere but not my house even though address was correct!!!!
Fed up of a bot telling me someone will be in touch in 1-3 days that was 5 days ago ...........
NEVER AGAIN

A pair of slippers from Ugg produced significant electric shocks every time my wife touched a door handle or the fridge.
Ugg refused to re-imburse as they claimed their warranty does not cover this problem.
So, a £115 pair of slippers that can’t be worn. Ugg suggest moistening the soles.
One longstanding customer lost.

DPD claim they returned to sender without even making an attempt to deliver to my chosen DPD drop off point ( local garage) since then ..over a week ago UGGS have completely ignored my emails and no refund received ..terrible Customer Service..my advise ..if you really want UGG’s purchase from a store NOT online ..

Accidentally got the wrong size for my partner, so I began my exchange and printed off a return label which was sent by DPD which was delivered within a day which is brilliant that they went back so quickly however I’m not able to track the status of the exchange the website is useless for means of even finding out if they have received the items and the chat bots takes days to get back to you. They desperately need a phone line so you can check the status. When/if the problem is rectified I will never order anything from their main site again. Completely disappointed with the experience doesn’t come close to summing up the experience

Unfortunately the quality of UGG boots has rapidly declined. Treated myself to a new pair of boots. But in comparison to my 7year old pair. There was no comparison. The inner lining was much thinner.
I returned the boots. However the 'track your return' continously states not working/busy try again in 2hours. So who knows when I will receive my refund. Proceed with caution is my only advice.

Update: Finally received my item. The issue was clearly down to the courier who can no longer be trusted with their sticky fingers. However, UGG came through in the end, still only 4 stars as the customer service response time was ridiculous, but I guess they were extra busy trying to locate all the stolen packages.

Absolutely disgusting customer service. Zero communication regarding where my order is. They claimed DPD had my item, DPD claimed they didn't have item. Then on the DPD app it claimed the item had been returned to consigner. And of course UGG have gone completely silent and refuse to update me. Just give me a refund now!

I didn’t receive my parcel I have contacted ugg and filled a form and now I am being totally ignored there’s no way of speaking to a real person to discuss this on chat as I just keep getting told by bot to fill a form in again ….ABSOLUTELY DISGUSTING CUSTOMER SERVICE!!!!

1st order - shoe had the wrong label (sent back as too small but trying same size in store indicated the size was correct and label must have been wrong)
2nd order (of same item) has been stuck in a DPD depot for a week. UGG will only provide a chat bot response which tells me they will revert in 3-5 days every time. DPD says it will be fixed in 24 hours...every day for 5 days now. UGG chat bot says the chat has been transferred and there is no further action the user can take. Frustrating. Will never buy from UGG again.

Awful non existent customer support. Have waited 5 days for order. DPD have shown for last few days parcel it out for delivery but never arrives and had to wait in all day. Contacted today and told it was never out for delivery as parcel hasn't even been scanned which means it's lost and told me to contact Ugg. Googled contact number - nothing. Just AI chat with no option to speak to human and now I have to wait another 5 days for UGG to come back to me. They take your money quickly enough but are beyond slow (how can it take 5 days to send an email in 2026!) and don't invest the money they make from their customers back into customer service or support. CUSTOMERS NEED HUMAN CONTACT - hiding behind AI just creates bad feeling and leaves customers frustrated and extremely disappointed. Won't buy from them again

Don’t bother. You won’t receive your item anyway and the CS initially is AI. Then CS contact you days later, ask how you’d like to proceed (reship or refund) and when you reply, it bounces back 😂
Now trying to get my money back
Shop elsewhere for your Uggs!

Parcel was suppose to come via DPD on Sat 3rd and delivered to locker at local well known shop. Tracker updated saying driver couldn’t find my address. It went back to the local depot and was out for delivery for a 2nd time on 5th Jan. This time gone back to depot again with no reasons why or when it will be delivered again. I suspect it has been stolen or lost by courier. Courier customer service is useless and Ugg isn’t much better. Only contact is online form submission with up to a 7 day waiting time for response. Over £100.00 down and looks like I will need to claim back from credit card company.

If I could rate this 0 STARS, I WOULD.
Ordered a pair of shoes and the UGG Care kit. DPD had the package for 3 days, each day saying it was out for delivery. After 3 days I had this sent to a DPD locker. Retrieved my parcel, to find it was damaged. No UGG care kit in sight, just the shoes. Package had DPD tape all over it indicating it had been damaged in DPDs hands. Contacted DPD who referred me back to UGG to complain. After logging 3 complaints on the UGG online chat, speaking to a robot, I have spent the last month speaking to an UGG customer service representative via email (with them taking a week to reply each time). They have closed my case today saying they have investigated with DPD who said I did not report the item until days after (this is incorrect!) and that UGG have no evidence the item was missing. I sent a letter to UGG with the packaging my item was sent in to show evidence it was damaged, they said this is not sufficient and will not be providing a refund or replacement for my missing item. I am £55 down for an UGG Care kit. A multi million pound company robbing innocent customers is absolutely disgusting.