HOKA Brand Page

3.0 • 2 Reviews

I must say that I am deeply saddened by my experience thus far. I received a gift certificate from someone who said their shoes are great for comfort and support. I was very excited about the idea of the company and shoes, so I ordered a pair. I received them promptly and proceeded to throw away my previous shoes thinking I would have these for a long time. Imagine my surprise that only a couple of weeks after receiving the shoes, parts of the bottom of one was coming off. I like the shoe. But you have to admit, 2 weeks and coming apart is problematic. I contacted them to find out about getting a replacement. I called to speak to one of their representatives about the situation because I wasn’t quite sure how to return the item. I wanted to make sure that it was clear that I liked the shoe but that it was damaged and I just wanted to request a new pair. The person I spoke to sent me the correct information on how to return the item and told me that once it was in UPS system as being returned and they had received it, that a new pair could be sent to me right away. Waiting 7-10 business days was NOT discussed. I took time to thank her as I let her know that I had already discarded my old ones. I went down within the hour and gave the information and the shoes to UPS. Imagine my surprise when I called days later and the person I spoke to said it was going to take 7-10 days to send me a new pair. She first claimed that the shoes were not there yet, ThEN later in the conversation admitted that they had arrived that morning. (doesn't inspire confidence in her). That is unacceptable and quite honestly, will affect my decision to use the company in the future. There are plenty of reputable companies out here. To have a shoe for two weeks, have to send it back and have to wait 7-10 days for a shipment to go out to replace it is not good business. Quite honestly, it is an unreasonable request. Now for the fun part. That conversation happened 8/7/25. TODAY, I get a new email stating my exchange is in progress and to allow FIFTEEN DAYS for the return to be processed. So a shoe I bought in July, is still being processed deep into August. I found several reviews that deal specifically with their customer service and how bad it is. I have already begun the process of looking for another company. Reliability is just as important and making a great product. How you treat your customer is just as important as a comfortable shoe. It seems this company will have to learn that lesson the hard way. The shoe I ordered is a Clifton 10

Love Hoka shoes but they have terrible customer service and their warranty process is a joke. I've worn their shoes for year, as they combine stability with comfort and my podiatrists have always recommended them. As someone with a mobility disability, supportive shoes are incredibly important and hard to find the right ones. My most recent pair started breaking after I put 7 months and by 9 months the plastic inside started digging into my heel. I followed all their instructions for submitting a warranty claim, which was a terribly long and complicated process and hard to get a hold of someone in customer service, only to have them deny my claim for a false reason (they said it's been more than a year but it hasn't and I shared the proof of purchase receipt).