UGG Great Mall Outlet - Milpitas, California

Jeana H.

Extremely Disappointing Customer Service

I came into this store excited to purchase a pair of UGGs and was willing to wait 20 minutes to be helped, which wasn't an issue. However, the customer service was beyond frustrating. I stood behind three sales associates, all of whom saw I needed help but chose to ignore me. When I finally approached the counter, one of the associates rudely told me to "watch out" because there was a customer behind me. Excuse me, am I not a customer as well?

I calmly explained that I was waiting for assistance, but instead of offering help, he dismissed me by saying, “We’re all busy." Yet, they managed to assist three other customers before even acknowledging me. When I finally asked about my size, he said they didn’t have it, but when I offered to take any available color, he snapped at me, telling me not to "scream" and that if I didn’t like it, I could leave.

I walked out, and based on this experience, I’ll never return. I expect much better treatment when spending my money.

Елена ?.

This is the worst UGG store I have ever visited. First of all, the staff does not help with choosing shoes. No one consults customers, and there are no price tags on the shoes, which makes shopping extremely inconvenient.

Secondly, their return policy is absolutely outrageous. I bought a pair of shoes, but the size didn’t fit, so I came back four hours later to exchange them. They told me they didn’t have the right size. I asked to make a return, but they said the return was not possible because their return system supposedly wasn’t working that day. After I expressed my dissatisfaction, they suddenly “miraculously” found the correct size. However, they still processed the exchange for the correct size with an additional fee.

Such treatment of customers is completely unacceptable. If I hadn’t insisted, they wouldn’t have even bothered to look for the size. This is shocking and disrespectful behavior. I do not recommend this store if you value your time and money.

priya K.

Beware of this store!!! Extremely disappointed with their customer service. The manager and associates were incredibly rude and kept making up different statements. I purchased a pair of shoes in-store, but when I needed to exchange them because they weren’t the style my daughter wanted, I encountered endless problems.

I returned to the store the same weekend, only to be told they couldn’t process returns because their machine was “broken.” Unfortunately, I had misplaced the receipt but was assured over the phone by an associate, Migo, that I could either exchange the shoes or receive store credit if I provided proof of the purchase from my credit card history.

However, when I went back to the store a week later, they still claimed the system was broken and refused to help. Worse, they later said they couldn’t provide store credit without the receipt, even though I showed proof of the transaction. To make matters worse, they were dismissive, unprofessional, and unapologetic throughout the process.

For a brand in an era where customer experience matters so much, this store’s attitude is shocking. Avoid shopping here—either buy online or at a different location. Dealing with this store is not worth the frustration.

Julian V.

It is so bad I would give it a zero. But that's not possible, so I give them a 1. This store has repeatedly provided terrible customer service. Just recently stopped by to exchange a pair of boots that were purchased online (which can be returned in store or online according to the return policy on their website) and was refused both an exchange and a return for no reason. This is the second time I've left their store fustrated. My last visit I had placed two sizes on hold over the phone and mentioned that I would be at their location within 2 days. I arrived within the 2 days and found out that they had sold the size they had placed on hold for me, which ended up being the size I needed. Unfortunately for me, that was their last pair in the size I needed. Extremely aggravating and such an inconvenience after having driven over an hour to pick these shoes up. Love that they didn't even bother to notify me that they had been sold either, I would much rather deal with them online than this mess of a store. This store clearly does not make providing good customer service a priority, they have numerous bad reviews. I'd skip this store any and everyday.

Prasad M.

We bought a bunch of shoes over the thanksgiving weekend and had to return one pair (all purchased in store). I have made 3 visits to the store , once in Nov , then in Dec and again today in Jan. Every single time their server is down and cannot accept returns (but hey , new purchases are ok). They never pick up the phone either. Never going back here.

Dana P.

I came here to change what I buy online. The guy walk to the front and tell us that online order can’t return here with an attitude a lot a lot attitude not even try to be nice or anything we end up buy new UGG here the security and cashier are nice it only one guy who not nice. It Friday morning and this kind of ruined my day. If you read this please stop and try to be nice to others sir!

Amy T.

They never answer their damn phone. I came in the store to do an exchange and they didn’t have my size available which is fine. And I asked if they can order it and the employee didnt specify why they can’t order the shoes to me. She had inform me they get shipment every Thursdays and I left my phone number and style I wanted for her to call me back if it’s in stock like the employee Yesenia said she would. I’m still waiting on a call back two days later..nothing! I drove here and wasted my time super inconvenient and I’ve called multiple times prior with no answer. They need to put their phone on ringer bc I’ve called their store phone multiples times and it’s on silent I’ve seen in person. This is definitely on purpose and when I asked the employee why it’s on silent she stood quiet and disregard the whole thing. Why have a phone if you don’t pick up or want to talk to people?! Ppl have questions and concerns so this was not helpful.

Maria T.

Kevin and Jayleen were so helpful, courteous, and professional! They got us the right sizes to try on right away and even looked in the cabinets above and the stock room in the back to look for the right size shoe. 10 out of 10 service.