I purchased a pair of Ugg Kensington Boots from Rubbersole which are less than a year old. I've probably worn them for 5 months so very little wear. A couple of weeks ago both boots started leaking from the front. I contact Adrianna from customer services who advised me to take a picture and they would forward to Ugg but as an alternative I could have a 30% refund and take them to a cobbler to get them fixed. I replied that I would prefer Ugg to fix them as I was concerned a local cobbler would ruin them and for the money I paid out they should not leak. I then had the following email from Rubbersole which I find laughable about purchasing a pair of waterproof insoles!! 'Thank you for patience in this matter. I have received word from our purchasing department who deals directly with UGG Australia for warranty claims, and I can confirm they have assessed your photos of the degradation of your boots. Unfortunately, I am sorry to inform you that the refund has been refused. While Ugg boots do advertise using high quality materials and expert craftsmanship, they are not advertised as technically waterproof, nor very durable. Additionally, the Ugg one-year guarantee includes only defects that were apparent at the time of purchase (or delivery), and unfortunately do not include any defects that appear as a result of normal, or even minimal, usage. Thousands of disappointed Ugg wearers have taken up dispute with Ugg Australia directly, in hopes of receiving a refund, but often to no avail. As an Ugg retailer our hands are tied, as we are required to follow the same procedure as any customer would for each claim. For this reason, we can offer an immediate 30% refund on the boots, as some compensation for your disappointment, and in the hopes that a cobbler may be able to do something to repair the boots, or possibly purchase wateproof insoles. I do sincerely apologise once again, and I kindly ask that you let us know if you would like the 30 % refund, or if you would like to take this matter up with Ugg directly' I quoted the sale of good act 1979 and said I would like them repaired, if not repaired then replaced. I then received an email advising a 30% refund has been put back on my card (which I did not authorise) and now they are ignoring my emails. Extremely poor customer service and I would advise to not purchase from this company. There are many more companies that would resolve this problem especially when a lot of money has been spent on these boots. I have also forwarded this email directly to Ugg so I hope they realise what a poor company they are who represents their brand.
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I do apologise that we have not resolved your query in a matter that is satisfactory to yourself. However, do know that when you place an order on our website, that implies that you accept all of the present terms and conditions of ordering and returns.
Our money back guarantee states that the cooling off period, during which the customer can exchange the product or utilise their right of withdrawal is 30 days from the date the item or items are received (by the customer.) Therefore when you received the goods, they were deemed satisfactory by yourself as you, the customer, had not returned them to us before the 30 day cooling off period was up.
As you wish to return the goods to us because they are leaking and it is quite a long time after the 30 day cooling off period, unfortunately we can no longer take this into account as a manufacturing defect and only a result of everyday wear and tear. UGG themselves state on their official website that sheepskin is not meant to get wet, nor are their products waterproof or durable.
We did issue you a partial refund for 30% off of the purchase price as compensation for this as a customer service gesture. If you have further inquiries about this, I would encourage you to contact our customer service directly.