On November 12, 2025, I purchased a pair of UGG boots from the SuperStep store at 41 Burda Mall. Even though I only wore the boots 3–4 times for a few hours each, noticeable creasing developed on the left boot. Given such minimal use, I believe this level of deformation indicates a defect.
I first sent the boots in for inspection and received a rejection. Then, on January 26, I sent them for a second inspection, and once again my claim was denied as “user error.” However, the sales staff at the store themselves told me that I was right and that this kind of deformation is not normal. Honestly, I don’t believe the product was properly examined at all—it felt like it was just processed for the sake of procedure. This situation has seriously damaged my trust.
During my first phone call, I was told the inspection would be completed in 7 days. When I went to the store, another employee told me it would take 21 days, and later a different employee said there was actually no specific timeframe. Receiving such inconsistent and contradictory information made me feel completely misled and has destroyed my trust in both SuperStep and Eren Retail.
I was also surprised by how indifferent the store manager, Mr. M****, was on the phone. He didn’t even know whether the boots had arrived and showed no real interest in the issue. The staff trying to defend him by saying “he’s new” and giving inconsistent information without clear knowledge is not acceptable.
The first inspection was completed in 6 days and the second in 5 days, and in both cases I was simply told it was user error. Despite only wearing the boots a few times and even store staff agreeing with me, my claim was still rejected. I do not believe the boots were properly inspected, if they were inspected at all. The entire process has been a complete disappointment and failure from start to finish.
I do not accept that a pair of UGG boots worn so little would crease like this, nor do I accept the careless, inconsistent, and customer-unfriendly way this process has been handled. I firmly believe the product is defective and request a full refund. I want my grievance—caused both by the faulty product and the misleading, inconsistent communication—to be resolved.
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