Hoka One One Store

I would give zero stars for customer…
I would give zero stars for customer service if I could. Issues:
1. I ordered shoes that were "in stock" and signed up to get free shipping, to save $8.00
2. Next day, got email from HOKA saying shoe not available
3. I clicked email link to shop for same shoe in different color
4. Order went thru, but they tacked on $8.00 for shipping
5. I've been dealing with bots for 3 days
6. Can't get through to a human
7. I've had to provide same information in different configurations, again and again
8. Bottom line, they won't refund the $8.00 shipping fee

Date of experience: July 01,2024

Still have not received my shoes and the tracking number is not any good! They scammed me of $89.00.

This is a scam and it almost worked on me. If you look closely at the website they spell "official" incorrectly, without the "i". I did enter my credit card info which worries me, but it took me to a paypal request from a person named "KrisBeavis." I reported the request with paypal and reported them to the ftc. I'm still gonna call my bank and get a completely new card number though.

Purchased shoes but received rayban sunglasses instead
Stay away completely fraudulent not a real company they just take money but don't give you the product

I have just been scammed all of my personal info and card details! I didn't even realise and thought it looked legit until I had given all my info and realised I could only transact on Mastercard and it said insufficient funds/ card failure which never comes up on a legit website. That's when I googled it to see it was a scam and it was too late. Now on hold to the bank for hours to try and sort this out. I feel sick that I have been scammed so easily! Would give zero stars if I could!

I bought 4 pair of shoes from hoka ( different Style). It was my first time trying hoka snd the day they arrived I.realized they run little small and I need a size bigger and requested return next day( 30 day return policy even on worn shoes)
It's been over a month and se have called multiple times, spoke to multiple managers
And none can tell us the real problem why there is wait on refund except that the items not received as expected. I have provided return receipt with weight of return packet but they saying they don't have details on why can't refund.

I ordered a pair of shoes and within a few minutes realized it was a scam because the email was from some random woman. PayPal is involved too. I don't use PayPal for this reason. I had to cancel my credit card and got the bank involved. I was able to get a refund. PayPal knows about this scam and continues to work with them. If it looks too good to be true, it's a scam.

Did several orders from Hoka because the model was not available on Amazon.
You run about a 50% chance of never getting delivery.
You run 100% chance of the delivery being late.
50% chance your order will not be emailed to you and no real tracking.
Other than that, fine.

I bought a pair not even 2 months ago it took 3 weeks to break them in an now the heel ankle part has a hole poorly made high priced shoes never again!

I purchased a pair of these shoes in May 2022 and within 3 months of having them the cushion was starting to come out and cause a blister by my heal. I went to the store where I purchased them and there was nothing they could do cause it was past the return date. Fast forward to January 2023, same issue again, only now the hard piece by your heal has become exposed on both shoes. Very disappointed that I already have to purchase another pair of tennis shoes and I am not a runner and haven't even walked in them much more than 30 mins per day before the said issue within 3 month of purchase!

I purchased a pair of hokas from this site back in July. After several inquiries I was finally told my order was being processed. Still did not receive. Have sent numerous request for status updates and to cancel and process a refund. It is now October and cannot get a response from this company. DO NOT ORDER FROM THEM, NOTHING BUT A SCAM! I would rate a 0 but must select at least one star to post.

Like the sneakers but the worse customer service ever. After 3 weeks sitting on same spot they recommended that I canceled

The website fooled me. Looks legitimate. It has been over a month and five emails to company - no reply - and no shoes!

I love the shoes, HOWEVER, I will never be ordering directly from the company again. They have the worst customer service. My order was shipped and FedEx lost it (no surprise there) and I contacted Hoka customer service. They assured me they would look into it, file a missing package claim with FedEx and give me a refund. Over a month later, I'm still waiting - I finally decide to call customer service and was dropped twice while on hold. I then get an email asking how the customer service rep did who took my call. What call? I then finally get someone somewhat helpful on the live chat. Finally, I'm getting a refund. What a circus. AVOID HOKA.COM if you can!

I ordered a pair of shoes on the HOKA website. I requested, expedited shipping ($30) and to a new address. Hoka took my money and shipped ground. They also shipped to my old address though I had updated my new address prior to executing the order (in another state). HOKA Cust. Svc. Admitted on the phone that they are having problems with website but then told me it was not their policy to fix the issue once the shoes left the warehouse. Funny thing is the product didn't even have a UPS label yet and they still wouldnt fix the problem. The Customer service reps told me UPS could redirect package if I contacted and handled it myself. UPS wouldn't because of restrictions Hoka put on the label a restriction to only ship/redirect local. Rather than see my product delivered to the wrong address, I redirected it to a UPS store who then told me they wouldn't forward the package to me per policy though I was happy to pay another label to ship to another state to get my shoes. UPS told me they would return the product as undeliverable and that I should see a refund. Hoka had stolen freight upgrade cost to me on my last pair which I saw as an error but now I am not so sure. I think they are doing this to increase profit. Hopefully I will get my money back. My advice to anyone out there is DON'T BUY from HOKA directly. I used to buy from Zappos which I have never had an issue with and has always stood behind their customer service. Better to buy from them or a third party vendor or see what other shoe companies have. HOKA used to have a unique product but quite honestly the ugly colors schemes they choose and the fact they change the shoe design often means you may not get the same fit and might not like the ugly colors they choose for you rather than basic colors that match what you wear. YOU HAVE BEEN WARNED.

So the HOKA rep Adriana processed a 10% "inconvenience fee" for the $#*! show I went through with my order and poor customer service experience and now another rep called saying HOKA is going to send it to collections if I don't pay the inconvenience fee that Adriana processed…? This experience is going to be plastered everywhere. HOKA threatening to send a customer to collections because of something THEY processed.

Not a complainer by trade but was so upset by the false advertising and the quality of shoes. Having a damaged left Achilles heel I did extensive research and went in headfirst and bought three pairs of Mach 4 in a few months. The first were purchased and after three months I noticed they'd both worn away completely at the back. I was injured and did not walk far at all you're talking maybe 2 km a day.

Being reasonable I put this down to bad luck/ socks (!) and again reading all their self testimony on their site of how good they were for Achilles, stupidly bought another two pairs. I walk maximum 5 km a day five times a week and within a month one of them was worn down to the plastic at the heel inside.
Not only that my physio was completely shocked and told me that these shoes had aggravated both Achilles heels. I started off with one injury and now I have both. I'm so gutted as my injured Achilles had actually healed now I'm left with two injuries. Set back big time. I just thought I was being paranoid!

The customer service was terrible because I bought them from local Mountain stores and only had a receipt for one, even though I sent them pictures and the names of the shops, they absolutely refused to help. They could see all the shoes in the photographs it's absolutely disgraceful.

Only because a huge event was in my town and HOKA sponsored it, did they even agreed to give me the money back for one pair as I threatened to go. I'm not a malicious person but I do wish I'd gone up there to protest in person whilst 7000 runners spent a week in my town

They really are terrible quality please do not be fooled. The ones I wore for a month actually have a hole right down to the plastic

I live in a S. American country and when home in the US I stock up on unavailable necessities. One of those being good quality shoes. I fell in love with Hokas a couple of years ago, so this trip home decided to take 2 pair back with me.
I made the mistake of going through the online store - DON"T DO IT!
After more than 2 weeks of my order, the shoes had still not left the warehouse! I called and the costumer service agent decided the best option it to cancel that order and place a new one - which tied up double the $$!
Well, 7 days later (one week before I left the US) BOTH orders showed up! Called, requested manager. Explained issue was with HOKA, NOT ME! Manager agreed, indicated that she would process my return as soon as the return label was scanned at the PO and would expedite my reimbursement to be 1-3 days. LIED! Still no return, this is Saturday and I leave on Monday! Hoka owes me $325!
Yes, I have the names of the people I dealt with but they really don't seem to care about customer service!
One star is NOT for shoes, but for the online shopping experience!
Guess I'll try On Clouds next time back :(

Bought them in December 2020. They have been used exceedingly gently. I'm 72 years old and rarely run. They developed a tear where the fabric meets the rubber, which is now over an inch long, and impairs lacing the shoe.

Their website says they consider problems after their one-year warranty expiration on a "case by case" basis. This is clearly baloney. I talked to a representative and offered to send pics and proof of purchase. He wasn't interested in details. Said one year, I'm SOL. I will try some other brand like gdefy.