*Second Update: Ugg Australia, keeps exceeding my expectations on this issue. I can't thank them enough for helping me restore my faith in the service industry. I do believe they have made me feel comfortable with investing in their products again in the future. Thank you again to their wonderful team for helping me out!
Update: UGG Australia has worked to find me a satisfactory solution. While I still have a bitter taste from my mouth and feel that this could have been resolved earlier, I am fine with this resolution. However, I do not plan on being a customer anytime soon. Thank you to the customer service supervisor for helping me resolve this issue.*
In my previous years, I have spent an incredible amount of time working in customer service and retail environments. I understand the frustration that comes from both sides, however, I also know that when a company does wrong and feels no sympathy, they are not the type of organization I want to continue contributing to.
This week of retail hell has been brought to you by UGG Australia. I don't even know where to start. In fact, I don't even think I am asking for too much from them except that they make this right, and stand by their products and consumers.
I purchased my first pair of $300 dollar Classic Tall UGGs in Chocolate Brown. I loved them, I was in awe at standing outside in a Canadian winter and not feeling the cold on my toes. I spoke to everyone who would listen about these magical boots and how I couldn't feel the cold -30 degree Celsius winds while I waited outside during my commute. In theory, I was sold. So sold that after ONE winter, when I discovered there was a hole in the toe, I foolishly blamed myself for not "taking care of them properly" and bought pair number two.
So two winters ago, I bought Classic Tall UGGs in Black. Again, the feeling of fresh young love was in the air. I had since moved three hours north and into a colder winter climate. I felt no cold on my toes as I spent the winter months commuting to and from work, and again told all who would listen about the magic of UGGs. I even convinced friends to spend their hard earned money and purchase pairs for themselves. A decision, I will surely regret in the future. So, it's winter number two, and so far I have sewn up a hole in the toe, the back seam, and most recently, the entire seam closest to the sole has blown open. I have no tools to properly sew that area so I sent them a letter.
By now, I am upset. Most people in this situation would be upset. If you are keeping count, I have spent 600 dollars on boots that have fallen apart. In this letter I explained how frustrated I was with this situation, and couldn't understand why a boot that cost so much, would have such poor craftsmanship. So far, the following have been given to me as a solution. Pay more money and ship them to Montreal, so that the warranty specialist can review them. (I have declined, I'm not interested in putting anymore of my hard earned money into ANYTHING that has to do with this company). Send them a picture and description of the item, but if I want a replacement pair, I will have to pay to ship them. (I do not want a replacement pair of UGGs, as I am not interested in going through shitty pair number 3). I asked if they could simply reimburse the cost on 1 pair of boots. They said no. While I have purchased from an authorized UGG retailer, apparently that gives UGG all the freedom to say, not my problem ask them.
So, let me understand this correctly. I purchase a 300 dollar pair of boots, for which I know you've been compensated for, from a retailer who has to be AUTHORIZED to sell your product, and if I have a problem with such product, you are going to tell me that it's out of your hands now? This makes NO sense to me.
So as I look out my window today and watch the snow fall, we are currently in a snowfall warning and expected to receive up to 20 cm, I am reminded how cold my commute was this morning in my running shoes. I have no winter boots at the moment. I am not someone who can just conjure up 300 dollars to spend on boots often. So while I freeze, UGG doesn't care. Their only solutions seem to involve me spending more money and maybe getting a new pair of boots which I can say for sure, are most likely not going to last me more than one Canadian winter.
So with that, my friends, don't by UGG, if you like the style WalMart has some for about 40 dollars and from what I hear, they last for years.
