Over the last two weeks or so I've been trying to get a straight answer from their [UGG Australia's] online customer service about the decreased quality of their boots, but ALL of them dodge the question. One person even left the chat. Finally, after literally 20 minutes of arguing, I got an answer from someone. Here's the convo I just had with someone:(I asked why Ugg® Australia chooses to use synthetic lining in their products now)
Jenny H: Hi Karen
Me: Hi
Jenny H: We do guarantee all of our products for one year from the date of purchase.
Me: That does not answer my question
(long pause)
Me: Well?
(long pause again)
Jenny H: That does not seem right to me.
Me: What doesn't seem right?
(long pause AGAIN)
Jenny H: Genuine Ugg Australia products are not synthetic.
Jenny H: There may be variations, and the sheepskin does go through a process, but it is not synthetic.
Me: It says on Nordstroms "genuine sheepskin and synthetic lining"
Jenny H: If you feel that it is defective, you may return it to the manufacturer for a warranty claim. Otherwise, I'm not sure what to tell you. Do you feel you have been misled? You are welcome to examine a product before you purchase it.
Jenny H: Or you may return it for a refund.
Me: I am simply asking why Ugg Australia now choses to use synthetic lining
Jenny H: I do not understand your question, I am sorry. We use genuine sheepskin in our boots.
Me: It SAYS on the Nordstroms website one of your products uses synthetic lining
Jenny H: So, in addition to authentic sheepskin, there may be synthetic linings, the product details from our authorized web sites are likely to be accurate.
Jenny H: That is not a problem.
Me: So you are saying that there is synthetic lining and skeepskin in one boot?
Jenny H: There are mylar linings in some boots for added insulation, if that's what you are referring to.
Jenny H: All sheepskin, though irregular and subject to variation because it is a natural product, is authentic in our footwear.
Me: I checked many boots at Nordstroms because I thought they sent me fake Ugg boots, but the quality of the lining was all the same
Me: And all had pieces of lining that was falling out, something that does not happen to my older Ugg boots
Jenny H: There are a few Limited Edition styles that may have a thicker, more plush sheepskin, available on-line. Did you see the Limited Edition styles at Nordstrom?
Me: No, they were the normal Classic style boots.
Me: My Classic style boots from even a year ago had superior quality of lining
Me: And even the tag inside the 2009 Classic boots is cheaply made
Jenny H: I am sorry you feel that way. The production standards have not changed.
Jenny H: Is there anything else I can do to assist you at this time?
Me: I disagree. The quality of Ugg boots HAS decreased over the course of a year and it's frustrating the company won't acknowledge it.
Me: That's all
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6 comments:
well i sure hope they slash the price!
i agree stephanie. i've noticed the quality has changed, too. the fur is so rough and not soft AT ALL. the leather/upper is hard and not soft either. it's sad that things have come to this.
I just want to be clear that this is Ugg Australia's customer service, NOT Nordstroms. Nordstroms has the best customer service ever.
And it says "Hi Karen" because I used a fake name since I had to talk to five different representatives from Ugg Australia before someone finally answered my question.
I don't know if there is any truth to this statement, but I have heard that UGGs are no longer made in Australia; they are now made in China due to the overwhelming demand.
Personally I don't think the quality has suddenly changed, I think Uggs have always varied greatly and that Deckers have a bit of a quality control issue they want to get the heck on top of! A lot of us buy online and its not agreeable for Deckers to expect us to go to shops and fumble through boxes until we find a 'decent' pair. Ridiculous! I also find HUGE variations in size with some size 4uk boots varying from being just right to flopping all over the place at the heel on the first wear (and, yes, they are all purchased from highly reliable sources.)
I'm a bit of a collector, I must have nearly 20 pairs now and there are variations in all of them. Some feature plush, thick sheepskin and the others horrible scratchy stuff which is pathetically thin and scant. To be honest the more recently acquired boots (aqua and fuschia) seem to be far better quality than some of my older 'specials' such as lilacs and cornflower blue (much to my devastation as those are my faves yet the cheapest looking and scratchiest of them all!) I wonder if you got a boot from old stock but certainly wouldn't be surprised if this wasn't the case! Last year I returned some tall uggs in horror as they were hideously bad quality. I reckon that, ironically, there are actually better quality fakes on the market than some of the real boots that are to be seen!!! I feel that Ugg is a company that has sold its soul (or sole, 'scuse the pun!) and have found much higher quality is to be consistently found in other brands. Sad aint it! :(
Anonymous get with the times! Uggs have been made in China for VERY long time now!
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