UGG Express Reviews 

Terrible customer service. The website states a refund will be offered within 30 days if you change your mind. This is simply untrue. They offer nothing. Buyer beware! Would not buy from them again as their company is misleading the consumer.

I purchased two pairs of Mary Jane shoes during the EOFY 20% off sale, but only one pair was delivered. When I contacted customer service to ask about the missing pair, I was told the warehouse was being reorganised and, instead of giving me the option to wait for the item, they had already processed a refund without consulting me.

After reading other reviews, I realised this doesn't appear to be an isolated incident. Unfortunately, my experience with their customer service reflected what others have described. While issuing a refund complies with Australian Consumer Law, the complete lack of communication, empathy and willingness to find a solution was extremely disappointing.

I requested that my complaint be escalated to a supervisor and asked if they could honour the original 20% sale discount and provide free postage should I need to repurchase the shoes. Instead, I was offered only a 15% discount, and many of the responses I received appeared to be generic, copy-and-paste replies that didn't address my concerns.

After several emails, I was ultimately told that the refund had been processed, the matter was considered closed, and they would not be responding to any further correspondence.

While they met their legal obligation by issuing a refund, the overall customer service experience left a lot to be desired. I expected far better communication and a genuine effort to resolve the issue rather than simply ending the conversation.

I was really disappointed with my experience dealing with UGG Express customer service.

I received a pair of suede mules that had areas of noticeably different texture and permanent creasing visible straight out of the box. My concern was never about the normal colour variation or nap that occurs with genuine suede—I own suede products and understand those characteristics. My concern was that parts of the suede felt different, looked different, and the creasing was present before the shoes had ever been worn.

I provided detailed photographs and explained this multiple times. Unfortunately, every response I received simply repeated the same generic explanation about suede being a natural material and suggested brushing the suede, despite me advising that I had already done this with no improvement.

I requested that my complaint be escalated to a supervisor or quality assurance team, asked for an independent assessment of the photographs, and requested an explanation of how my specific concerns had been assessed. None of these questions were answered. Instead, I received what appeared to be the same template response again, along with instructions to return the shoes at my own expense.

My biggest disappointment wasn’t even the product—it was the complaint handling. I felt my concerns were never actually considered, and my emails were not meaningfully addressed.

I hope UGG Express reviews how it handles customer complaints, particularly where customers are raising concerns under the Australian Consumer Law. Based on my experience, I would think carefully before purchasing from them again.

Terrible company, my Uggs fell apart within a month and they took no responsibility and were even rude.

I purchased a pair of waterproof boots from UGG Express in the same size I had previously purchased (a size 41 despite having a size 40 foot) to ensure they would fit. When they arrived, I could not physically get my foot into the boot opening. This was not a case of discomfort or the boots feeling tight once on, it was literally impossible to get my foot through the opening, even using considerable force.

As the boots were completely unwearable due to the fault, I immediately contacted customer service to request a refund. I clearly explained the issue and provided both a photo and a video demonstrating exactly what was happening. It was obvious that the design of the boot opening, combined with the rigid TPU material, prevented me from physically putting the boots on.

In response, I was told this was not considered a fault. The company explained that the boots are made from a rigid, non-stretch TPU material and were manufactured according to specification, suggesting the issue was due to my foot shape. Absolutely ridiculous and offensive. The problem was not the overall size of the boot, it was the design of the opening. Even with a standard size 9 foot trying to enter a size 10 boot, there simply isn’t enough room to achieve the angle needed for entry. It’s similar to buying a shirt with a neck hole that only allows half your head through. Even if the shirt is the correct size, you still can’t wear it without ripping the material to get your head through. A product can be manufactured exactly as designed and still be unusable in practice.

Despite providing clear video evidence, I was told I was not entitled to a refund because the boots were a clearance item covered by a strict no refund policy. Throughout the entire interaction, the company repeatedly relied on its clearance policy rather than addressing the central issue, that the boots could not physically be worn without ripping no fault of my own.

One response stated that I had placed my order after “seeing this information” regarding the material and return policy. However, none of that information stated, or even suggested, that the boot opening was so restrictive that a person with a standard-sized foot may be physically unable to put the boots on. No reasonable customer could have anticipated that from the product description.

The most disappointing part of the experience was being told: “If you placed an order after seeing this information, as an adult you should be aware that returns and exchanges are not permitted.”

I found this comment unnecessarily patronising, unprofessional and plain rude. Throughout the entire interaction I remained polite and respectful, and I have the full email chain to demonstrate that.

After multiple emails and only after I advised that I would seek assistance from Fair Trading, the company agreed to refund the purchase price as a “one-off goodwill gesture”. However, they still insisted that I pay almost $24 in return postage, approximately 35% of the purchase price, for boots that I was never able to wear. I refused this as it puts me at a loss. I also raised Australian Consumer Law consumer guarantees regarding goods that are not of acceptable quality or fit for purpose. Rather than addressing this point, I was simply told the matter was closed and that no further responses would be provided.

This entire experience was incredibly disappointing and frustrating. My concern was consistently reframed as though I simply wanted to return a clearance item, when in reality I was trying to resolve what I believe to be a genuine product design issue. I will not be purchasing from UGG Express again and am now forced to spend additional precious time lodging a Fair Trading complaint in an attempt to recover the return postage plus full refund for a product that I could not physically wear.

Bought a pair of slippers from them, there was a defect where the wool was shedding rapidly within 2 weeks they then replaced the pair and the new pair had the same defect and some other ones too, they then said because they already sent a replacement what ever problems im having are my fault even though I've been wearing them normally inside for only 3 weeks. Customer service is now refusing to email me back.

Extremely poor quality UGG boots this company is not trustworthy. They do not honour their own return policy and refuse to exchange or return UGG boots that have caused ankle injury due to a fault in design that they are not willing to look at. Customer service is rude dismissive and generic and I have to move through the Australian consumer law channels as I have been advised. They are not handling this fairly or ethically. Do not buy from this company!! Castle Towers management is the worst

Be careful! As others have said very bad customer service online. They list items that are not available then they completely sell out of their entire sale stock overnight. There responses to emails are inconsistant. Said they would send items but didn't send, didnt restock online and sold out overnight. Something very suss goes on here. They have no phone number so it is impossible to speak to someone if you have a problem.

Shoes broke within 2 months. Customer service was unprofessional and I still haven't recieved a replacement pair. Avoid using this company.

I have been a loyal Ugg Express customer, having purchased nearly 10 pairs over the years. But
after this experience, I will never shop with them again.
I received a pair of slippers labelled as a Ladies 9 - clearly larger than the exact same slippers I bought previously I contacted customer service. I was met with a string of shifting excuses: first that sizing had changed over the years, then that I had measured incorrectly, and finally that I should deduct 1cm for fluff compression. None of this made sense, especially since I provided photographic evidence, a time-stamped size chart from 2020, and proof that the same sizing is advertised today.
Instead of acknowledging a clear manufacturing error, they refused to accept responsibility or offer a prepaid return label. The most frustrating part was how dismissive and condescending the
responses were-at one point, comparing the sizing of slippers to Apple charging cables.
The final straw? The slippers fit my friend who wears a size 10.
I was sent the wrong size, and yet was gaslit the entire way through. If you care about honest service and consistent sizing, steer clear of them

They charged my card and never sent out my order, when I contacted customer service they abused me and stop replying when I sent them a screenshot of my bank statement
Fake website or SCAM