Customer ReviewsforDeckers Retail, LLC

I contacted HOKA for assistance because I bought HOKA shoes less than 30 days ago. I’ve hardly worn them and they are ripping from the seems. I sent a picture to them asking for a refund or a credit. They were not understanding at all and advised I would need to send the shoes back, pay for the shipping, and if it is accepted I may receive a credit. I advised again that the shoes are less than 30 days old, I’ve hardly worn them, they are ripping from the seems, and I paid $150+ for shoes that are falling a part. If the shoes were older and I wore them everyday, then it would be a different story. The customer service was unhelpful and ended the conversation “thanking me for understanding”. I was not understanding of their horrible customer service and no help. I asked for a manager or supervisor and was told they would tell me the same thing and they aren’t available.

We apologize for the negative experience you had with your HOKA shoes and our Customer Care Team. We will review your conversation and reach out to you via email. 

I do not usually leave reviews but in this situation I feel the need to. The customer service from Hoka in the last month was as bad as it gets from my experience. I loved Hoka and have bought many shoes. My most recent pair, however, had fallen apart within 4 months and the sole was coming off the bottom. Hoka agreed to send a new pair of shoes if I sent the defective pair back, so I did. The problem started when I did not receive any replacement shoes. We were told by a customer service representative that the replacement shoes had gotten lost but there is nothing they can do because Hoka has a policy of not sending another replacement pair in that situation. I asked if I could at least get my defective pair of shoes back and was told no. I now have no shoes and no refund after just buying the brand new pair of shoes just a few months ago. I asked the customer service representative if this is a hill that the company is willing to die on, and she responded that is a harsh way to word it but yes. I am disappointed in the policies Hoka has in place in which the customer is not placed before the dollar. I have spoken with at least five representatives and was never met with kindness and was always told no if I kindly asked to speak to someone else... I was actually told there is also a policy of not transferring calls to anyone. Clearly the customer coming first is not a value of this company (or at least the individuals I have spoken with).

We apologize for the negative experience you had with your HOKA shoes. Rest assured; we will be reaching out to you via email regarding your replacement order.

I thought I was purchasing a quality product. I am wrong. The item I purchased is/was overpriced and defective. When I followed protocol to return the item for repair and or replacement I waited a really long time. And was then given the runaround with a lot of excuses, rules, and regulations that leave me feeling like I’ve been robbed, and made a fool of…

We apologize for the inconvenience you experienced with your UGG product. Our teams will be in contact with you soon to provide further details regarding your return.

Horrible shoes and a scam. I was told after purchasing my Hoka’s on December 13, 2023 at Dick’s Sporting Goods and not using them until February and being extremely careful with them, the tread came apart from the shoes. It happened on both sneakers and the tread isn’t even worn. When I contacted their customer service about warranty they want ME to go out of my way, pay for shipping, and deal without any gym shoes and then wait for them to be evaluated, and maybe get a credit on their website. Worst service I have ever seen. If I had known this I NEVER would have purchased them. My cheap reeboks held up much better than these and only cost $30 when these are $150 and I’m tripping because the tread is peeling off.

Our return policy is not intended to cause frustration. We will contact you soon via email to provide more information regarding this. 

This company sent me two pairs of sneakers with four baby cockroaches in the box - they refused to do anything - provide a credit , arrange a pick up / exchange , etc. just sent me a return label. Clearly a completely unsanitary company with no sense or pride for their products .

We apologize for the inconvenience you have experienced and want you to know we take this matter seriously. Our teams will be in touch with you through email to gather any necessary additional information.

I purchased the newest model sneaker hola one one sneakers. I put them in the closet because I was training with a different pair of sneakers. About 8 months later I used them only three time (10 miles) three and the bottom of the sneaker started falling off. The sneaker was out less than a year and still being sold in the running stores. I returned the sneakers and they refused to credit me or replace them. They offer a one year warranty. I sent them back within a year of them coming out but they refused to do anything. Poor product ,customer service and warranty not honored.

We apologize for any inconvenience you may have experienced with your HOKA shoes. We understand the disappointment that can arise from encountering issues with your footwear. Our team will be contacting you shortly to gather additional information.

I bought a pair of shoes from their store in Chicago, returned them online and was issued store credit. 11 months later I used the store credit to buy another pair of shoes along with some socks. I checked my credit card statement and noticed that they had charged my card for the full amount AND taken the store credit. I contacted customer service, they reversed the charge, and only offered a coupon as an apology. They chalked it up to a "systematic error" and wouldn't budge after that. I caught them trying to steal from me and this measly coupon is all they offered? Why would I shop with them knowing that this "systematic error" might happen again? How many other customers were victims to "systematic errors" and never realized it?

We're sorry to hear about the issue you encountered with your order. We will be following up with you soon via email with additional information.

Like many of the complaints before me, the return process at Hoka is the worst I've ever experienced. 3 weeks after receiving my return they had yet to process it. When I called the woman straight up recommended that I just get my money back rather than her process the return and get my new shoes that I was exchanging them for moving in the right direction. The kicker, however, is that they attempted to not return the taxes I paid. She told me that they don't refund the taxes. I had to get her to speak to a manager to refund the taxes on my order. She said her manager said that "on this order she would allow the taxes to be returned". I wonder how much money they are making by keeping the taxes customers pay after receiving the returned items.

We apologize for any confusion regarding your return. Upon review, it appears that a full refund was processed on 3/7 to your original form of payment for order NA26164584_EX_RT. If you have any additional questions about the refund amount, you are welcome to reach out to our Customer Care team directly at ************. We hope this information helps!