Review Time
Unfortunately, the frontline is not empowered to resolve my issue. Just puts me on hold for long periods of time while trying to get someone else to resolve my issue. We bought a pair of shoes from HOKA in December as a gift for our daughter, we did an exchange in early January, UPS lost the shoes, HOKA did not accept responsibility said go to UPS as they lost the shoes, UPS created a claim, UPS did not find the lost package, and UPS says they paid the $100 claim to HOKA because they are the shipper that created the label. We paid HOKA $130, UPS paid HOKA an additional $100, and we have no shoes. On 02/11/2026, HOKA said they would escalate and I would get a response in 3-5 business days. It never happened. I came back 15 days later and there does not seem to be a record of the escalation. Therefore, I was promised a response in 24-48 hours. For the cost of your shoes, I have expectations and HOKA is missing the mark by a longshot. My wife gave in and was going to buy the shoes again, but they would not honor the original sale price after putting us on hold. I put my foot down and demand they send the shoes we paid for and attempted a "free exchange." They refunded the money after this review. They said the shoes we wanted were no longer available.
Overpriced shoes with an awful customer service. They aren't responsible for any damage or loss of an order. If something happens to your package, it's fully on you. I won't buy from them again and I would advise anyone from buying there too.
The company reached out to me today, twice.
To provide a solution? No. Only to reiterate that, unless UPS approves the claim, they won't help.
As they don't inform you about the conditions and risks you take when purchasing overpriced shoes with them, let me warm you: BUY AT YOUR OWN PERIL. Package lost? Stolen? Damaged? Missing parts? YOU ARE AT YOUR OWN.
They have a 3.7 stars in here for a reason. BE WARNED.
Hi HOKA Customer Service Team,
I am writing to confirm the return costs before proceeding with a return through your Global-e portal.
Situation:
I recently purchased a pair of HOKA shoes (€86) that unfortunately do not fit properly. The shoes are unworn and in perfect condition with all original packaging. I am within the 30-day return window.
Question:
While initiating the return process on your portal, I noticed two separate €10 fees will be deducted from my refund:
Global-e return processing fee: €10
DHL express prepaid return shipping: €10
Total deduction: €20
I would like to respectfully confirm whether it is standard policy to charge €20 in total fees (representing 23% of the product value) to return an unworn product that simply does not fit.
I appreciate HOKA's quality and understand that return logistics involve costs. However, given that:
The product is in perfect, resellable condition
The return is solely due to sizing
The combined fees represent nearly a quarter of the purchase price
I wanted to verify this is correct before proceeding, and whether any alternative return options might be available.
Thank you for your time and clarification. I look forward to your response.
Best regards
I give them a three for the actual company and not the product. I own and love Hoka slides unfortunately the company itself leaves lots to be desired.Firstly colours…there are a ton of cool colours but unfortunately on Hoka.ca they are always sold out even in the winter…secondly unisex sizing sucks…women and men feet are different almost all unisex shoes I’ve tried are a bit wider due to the fact they are made for men as well so double thumbs down for the company…also if you find them on sale the price at a random store is cheaper than the actual Hoka store. I’m now on a search for a new company that makes comfy slides and is never out of stock
Terrible customer service & disappointing product quality
I am extremely disappointed with both the quality of HOKA shoes and their customer service.
I purchased these as running shoes, but they were never used for running—only for walking. Despite very light use, the tread literally began falling off, which is absolutely not normal wear and tear for a shoe marketed for performance and durability.
When I submitted a warranty claim, it was immediately denied with a generic response blaming “normal wear and tear,” misuse, or negligence—none of which apply. No meaningful review, no accountability, and no effort to stand behind their product.
For comparison, I own athletic shoes that are close to 10 years old and worn far more frequently that have held up significantly better than these. That alone says everything about the quality.
What’s most frustrating is the complete lack of customer care. If a company refuses to stand behind a clearly defective product and dismisses loyal customers so easily, that’s not a brand I can trust.
Between the poor durability and the even worse customer service, I will not be purchasing HOKA again—and I would strongly caution others before spending their money here.
The shoes I received were too tight, so I returned them using the chosen carrier. However, when I attempted to track the return on the website, I encountered a message stating that the site was undergoing scheduled maintenance and to try again in two hours. This has persisted for a week. The AI chat feature is unhelpful; I requested to speak with a representative and was told they'd respond in 1-3 days. The customer service has been completely inadequate. I've informed the AI chat about my desire to cancel and receive a full refund. Now I just have to wait and see.
I purchased a pair of shoes at a flagship store in Chicago in October 2025. Now that it's January 2026, the sole of my shoe is starting to separate. I've been in touch with the company for weeks without any resolution. I provided photos of the shoe and completed the required form. I've invested a significant amount in their products, and I won't be buying from them again. I recently got a pair of walking shoes from another brand and I'm extremely satisfied.
These are the most I've ever spent on shoes! They were very comfortable initially, but after five months, they began to tear at the top where it meets the sole. I've been dealing with the warranty and claims department for almost two months, facing delays and receiving responses about missing photos or incorrect formats. Eventually, I managed to expedite my claim. Now, after nearly two months, I've received the request to send in my shoes, and I plan to update this review afterward. The customer service has been slow, and I've found it frustrating to resend multiple emails, as it seems only a few representatives are handling warranty claims.
I am completely enamored with the brand! Their shoes are amazing, the website is user-friendly, and the sales provide true value. The delivery speed is unmatched. This is truly my favorite place to buy shoes. If only I could have a different pair for each day of the year! If that were the case, they would certainly be from this brand.
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