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.
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