Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I BOUGHT A PAIR OF HOKA'S 5 MOS AGO-THE BOTTOMS STARTED TO WEAR OFF. I SENT THE SHOES BACK AFTER SENDING THEM PICTURES AND THEY AGREED IT WASN'T NORMAL WEAR AND TEAR. i SENT 4 EMAILS WITH NO RESPONSE ASKING FOR AN UPDATE. I DID 2 CHATS ONLINE AND AFTER SEVERAL TRIES AND THE RUN AROUND. THEY SAID THEY HAD MAILED THEM BACK AND GAVE ME A TRACKING NUMBER IN THE CHAT. NO EMAIL, NOTHING. THEY TOLD ME THEY DETERMINED IT WAS NORMAL WEAR AND TEAR AFTER HAVING THE SHOES FOR OVER 2 WEEKS. DO NOT BUY FROM THEM! THE PRODUCT IS SUB PAR AND THE CUSTOMER SERVICE IS WORSE!

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased one pair of men's size 11.5 HOKA shoes from a sporting goods retailer that fit well and were comfortable. That is a big deal for me, since I wear women's size 12. I liked them so much I purchased a pair of HOKA ******* ** shoes directly from HOKA in order to get a women's size 12. Within one month the glue on the sole came loose and the tread separated. Note that it was shortly after I had knee surgery and hardly wore the new shoes at all. When I attempted to contact HOKA the return **** was under changes, and never could reach hem. i chatted with a *** who sent me a form to fill out and asked for pictures of the shoes. With great effort HOKA finally sent a return tag and I sent the shoes back to the company. The shoes were later returned because the company said it was "normal" wear. Remember they have a year warranty stated on their website. Really, one month after knee surgery I wore them enough to wear them out, now they are saying the shoes are out of warranty. 10/18/2024 was the purchase date. i can provide credit card record of the payment. When I finally got through to a HOKA *** via phone, after they returned my broken shoes, I was told that I could return the shoes at my own cost and the same department would evaluate the problem and probably return them again. Not acceptable. Bad business model.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a pair of sneakers on 4/26/24. Several months ago the bottom of the sneakers started to fall off. Recently it occurred when I was walking on vacation and I almost fell. I contacted customer service who, confirming the year warranty was in effect until 4/25, instructed me to take photos and return the sneakers. I anticipated a replacement pair or site credit. I returned the sneakers and never rec'd any communication from ****. Instead they returned my sneakers with a form letter informing me they refused the return because the warranty expired. Obviously this is incorrect. When I contacted customer service again they agreed the warranty hadn't expired but told me they have a right to refuse a return if they feel the sneaker were abused, or received any wear or tear damage. Disgusting they blamed the customer for their defect. I'm ************************************************************************ caring for them correctly and wearing them minimally. I don't run, just walk around my neighborhood. The lack of communication and adherence to their warrantly is unacceptable. While in all honestly I would prefer a refund (beause of my concern over their quality) but will accept a replacement pair. Thank you for your consideration.

• Initial Complaint

  Date:11/03/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have experienced on two separate pairs of HOKA shoes. Both pairs developed tears on the sides after limited use, which I believe is indicative of a potential defect or design flaw. Given the premium price point and reputation of HOKA, I did not expect such issues to occur, especially on multiple pairs.Upon noticing these defects, I reached out to your customer service team, expecting that **** would stand behind its products and address my concerns. However, I was informed that I would need to cover the shipping costs to return the shoes, which I find unreasonable considering the repeated quality issues I have encountered. I have hardly used it few times and base of one hoka is tearing.I either want refund if that is not possible then replacement

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchase a pair of Hoka Cloud 9 shoes from Dicks Sporting Goods. After six months, the tread on the shoes separated. **** has a 1-year warranty on defects. I sent in a receipt along with a warranty form authorized by **** and the shoes, which they received on August 31st. I paid to ship the shoes to **** as they do not provide any shipping coverage; they also have no way of pre-authorizing. After over a month, the shoes were returned to me, saying they were not within the 1 year. The shoes were purchased on 10/18/2023. Today is 9/21/24, so I am still within the period for which I am writing this complaint. I contacted the customer service department at ****, and they said there was no way to contact returns, and all decisions were final.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered a pair of Hoka shoes on August 25th of this year. Unfortunately I have ** & the shoes weren't as comfortable as I needed. I went to start the return process to find out that part of their site is down & to come back a few hours later & try again. I've been going to the website & calling them with nothing but excuses on why they can't help me. Again I just want to return my shoes to get my refund of $187 so I can actually buy a pair of shoes that don't hurt my feet. I find it hard to believe that a company that's worth 1.8 billion dollars can't get their website working properly. Now keep in mind only the portion of the Hoka site down is the return section. Of course the buying side of the site is working just fine. I imagine there are a ton of people that would probably just give up at this point & end up keeping their shoes which would only benefit Hoka.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On July 2024 I placed a order for 5 pairs of Hoka shoes due to having plantar fasciitis and pes planus through Affirm. When I received them I tried them on and they were all too large. I proceeded to EXCHANGE them and I printed out the exchange forms on July 8th at 3:21 pm that clearly states EXCHANGE and Not Return. The shoes I requested for exchange were available at the time of request as the website will not allow you to request/purchase an unavailable product.The warehouse did not even try to look for the correct shoes they just processed a return with out my consent. I could have requested alternate shoes if they weren't available. This is very disrespectful of my time and MY PAIN. I AM A DISALBED NAVY VET AND I DESERVE MORE RESPECT THAN THIS. THE PAYMENT HAS NOT BEEN RECEIVED. I was not old that the purchase would be returned, I was not called emailed or had a letter written stating that I needed to request throught the exchange process the same shoes, this is unacceptable. There incompetence will not allow my feet to stop hurting. I still without the shoes and now I don't trust the company to do what is RIGHT for the consumer.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Wednesday, March 20th, 2024, at approximately 9:00 p.m. eastern time, I made a purchase from Hoka.com. The purchase was a pair of tennis shoes. I immediately reached out to customer service following the placement of the order upon seeing an incorrect address in the order confirmation email. Despite the facts that:* The order was placed while the business was closed, AND * I contacted HOKA customer service immediately the following morning, AND * The order has NOT shipped from their warehouse The merchant is refusing to cancel the order even though they know the address on the order is incorrect.In 2024, **** has refused to make the necessary updates to their ordering process to allow them to make ANY changes to an order after it has been placed.This means that the burden falls on HOKA customers to attempt coordinating with 3rd party carriers to mitigate errors in shipping addresses AND for cancelations.It is absolutely ludicrous to refuse to cancel an order that has not left the warehouse yet AND will not be picked up for several hours.

• Initial Complaint

  Date:07/12/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a pair of shoes. I decided I didn't want them. I don't like the way they fit. I asked what I needed to do to return them. I followed the instructions. And paid to mail them. They sent them back with a letter saying that they weren't authentic ****. I ordered *****. The whole thing is ridiculous. The supervisor then said to send pictures which I did today but now they say they are only chatting, texting, etc but haven't given me a number to text them at. I am getting the run around.

• Initial Complaint

  Date:05/11/2023

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased 2 separate purchases online May 9, 2023. Microsoft Edge added a discount code to get the best price and I confirmed the purchase for both separate puchases (both times). I bought a Bondi 8 size 7 and received a confirmation number ********** for the price of $61.94 (original cost $165) and also bought a Arahi 6 size 7 receiving the confirmation number ********** for the price of $ 52.55 (original cost $140). I received both confirmations of purchase to my email and the money was set to be withdrawn by Hoka from my checking account (purchased with visa). I went online on May 10th to chat with a customer service rep and ask when I would be receiving the shoes as they were for Mother's day gifts. The online chat person told me that my orders were cancelled due to something wrong with my card (through ******* and referred me to call their customer service directly (866-491-3125). I called and was put on hold a few times. In the process I called my bank and my bank said there was nothing wrong with my card and the charges were reversed basically for an unknown reason. I had plenty of money in my account and all that was on my confirmation notice was correct for charges. The service person told me I had to go back online to order the shoes. I tried during the times she was putting me on hold and the discount codes were gone so I would have to pay full price if i placed the order again. I verified with her that my card and account were all correct and nothing should have caused them to cancel my orders. While I was talking to her I received 2 emails that my orders were cancelled. I explained to her that I was unable to get the prices and that it was not right for them to cancel she continued to tell me that she could not place the order online with me for those prices and that I would have to call Microsoft Edge to get the discount codes. She finally put her Supervisor on the phone with me who did nothing but say he was sorry and he could not give me the discount and I would have to call Microsoft Edge. He did not want to give me the prices that the system gave to me all of which was not my fault. I did nothing wrong, but they will not give me the shoes for the prices their system generated to me and sent confirmation for! They should honor the price that was confirmed for both shoes via the system and what was going to be taken from my account. I believe that something was wrong on their end and a mistake was made and they did not want to honor what discount it gave to me. They would not tell me that, they just continued to say to place the order again, in which case I could not get the discount again. I feel they need to give me the price that was given online and honor that business transaction for both pairs of shoes.