Hoka Reviews 

HOKA Refused to Take Responsibility for a Lost Package

I purchased a pair of HOKA shoes for $170 through HOKA’s official website and never received the package.

HOKA opened a claim with UPS, but after UPS completed and closed its investigation, HOKA refused to take responsibility and repeatedly instructed me to reopen the claim myself.

What frustrated me most was not the lost package itself, but the way HOKA handled the situation. Despite multiple conversations, I received the same scripted responses over and over again. No one could explain why I was expected to repeat a process that had already been completed.

I requested a supervisor and was ultimately told that HOKA could do nothing unless UPS approved a reopened claim. In other words, HOKA shifted the entire burden onto the customer while refusing to provide a meaningful solution.

After this experience, I understand why there are so many complaints about HOKA’s customer service online.

I would never purchase directly from HOKA again and cannot recommend their customer service to others.

Placed order 3 days ago(20/6/26) for running shoes (HOKA MACH 7). Website clear and easy to use. Confirmation email received of order as well as progress updates of delivery. Delivered today(free), in given delivery time slot.
Very happy with the quality and colour(Varsity Navy/Faded Navy) of the running shoes. Hopefully my son will be happy when he receives it for his birthday.
Would happily place another order in future.

Very good service in every way from ordering to delivery. Very pleased with the quality of the trainers.

The order couldn't be collected from the pickup point so annoying.

Delivery efficient and date time slot as indicated.
Easy return instructions, need them due to sizing ☹️

Ordering was a good experience however I paid for next day delivery which did not happen. I texted to the chat not regarding this and the reply I received was you are happy I received my delivery and all was satisfactory. Well it wasn’t

The delivery driver was exceptionally courteous.

Wrong colour delivered, birthday present so not happy. None to talk to, just a bot, no advice as to next steps so will be returning. Do not buy, very disappointing with zero customer service

Excellent trainers. Excellent delivery. All good

The shoes are perfect for me. I decided to order a pair of Hopara2´s. In the ordering proces something went wrong. Payment was not accepted. So I ordered again with another card. Suddenly hours later I get two E-mails with two different ordernumbers. When I checked the order numbers in the E-mail they both referred to the same order on the website. Confusing. I checked my bankacounts and canceled the one I paid for because the other one was rejected. I used another card to make the order again. This one went allright. I paid a little extra to get it next day like I did for all cancelled orders too. 5 days later I got another package from Hoka with the same pair of shoes. I checked my bankaccounts and the rejected payment was suddenly from my bankaccount.
In the meanwhile I have tried to contact the customer service. When you use the E-mail you get a standard answer that they don´t answer by E-mail. What is the F ing added value of an E-mail. The chatbox is an Ai agent, but when it gets complex they send it to the team that will react in 1-3 workdays, which they don´t My last chat about the second pair I received was again an issue for the team that responds in 1-3 workdays,. Oh and by the way there is already an issue for this sent to the team and I quote ¨they will react in 1-3 workdays¨ Ok, not fair but you are stuck in the circeling process. I fill out a return form . And now it does not recognise the order number..... Luckily there is a backdoor to go further without the order number. At last I get an E-mail with the return conformation with a button ¨Find dropp of location¨I click on it ....and nothing happens. And that´s where I started to write this review. To be continued

Update: The reaction on trustpilot was faster (within 24 hours) than a solution, ok let ´s call it a reaction by E-mail a day later. And suddenly my name is Willy, wich is not. Exemplary for the detail and care of the support. My one star stays for customer service. Although I will give a five star for the shoes itself

Detailed and factual (Best for documenting the entire process)
Title: Frustrating return process despite proactive evidence
I am incredibly disappointed with my experience regarding the Bondi 9 X-Wide shoes. I reported an issue early on where the right shoe was curving inward, causing significant foot and back pain. I proactively provided detailed evidence, including photos of both the shoes and my foot, to help the team understand the defect. Even after the return was authorized under their 30-day guarantee and I shipped the shoes back with proof of postage, I am still waiting for my refund. Despite sending many follow-up emails over the last several weeks, there has been no resolution or clear communication. I expected much better service from HOKA.

Item bought from Hoka online shop,useless customer service,only chatbot and and email to which no one replies, courier they use drops parcel without any delivery notification.The only positive thing is free postage but I would rather pay more and stay in the loop from ordering to delivery.

Received this 16th June- still waiting for a reply…… 💩

So this is the Trustpilot reply I get from HOKA after trying to have a conversation with them for 2 weeks……

Would mean more if I didn’t have numerous emails making similar promises to which I’m still waiting…..

Is this life now, an endless loop of ai generated replies with all kinds of promises but deliver zero?

Hi Bhaja,

I am truly sorry to hear about your frustrating experience with our customer service and the difficulties you've faced. We understand your concerns regarding the communication process and the return procedure. I have passed this on to our Customer Service team and someone will be in touch shortly.

Kind regards,
Mia

I am extremely disappointed with how HOKA handled my warranty claim.

After a single marathon, a hole developed in the sole of my HOKA running shoes. I contacted HOKA, provided photographs and details of the defect, and they authorised a warranty return. HOKA supplied a prepaid return label and I returned the shoes exactly as instructed.

The parcel tracking confirms that the return was delivered. HOKA initially acknowledged this and spent several weeks investigating the missing return. However, after multiple follow-ups, I was ultimately told that although the tracking shows delivery, they cannot verify receipt of the shoes within their warehouse and therefore will not honour the warranty claim.

What I find most frustrating is that HOKA accepts I followed the return instructions provided, used their prepaid label and returned the shoes through their authorised process. Despite this, I have been left without the shoes, without a replacement and without a refund because HOKA cannot locate the item within their own returns system.

The final position appears to be that if a return cannot be found internally, the customer bears the loss, even when the carrier confirms delivery.

I appreciate that mistakes can happen in any warehouse operation, but I do not believe it is reasonable for a customer to lose both the product and the value of the claim after following the process exactly as instructed.

Very disappointing experience and poor resolution from a brand I previously trusted.

***Update response from hoka :***

HOKA have now responded to this review and confirmed that the matter has been fully investigated. However, the position remains unchanged. The parcel was returned using HOKA’s prepaid DPD label and DPD confirms delivery to HOKA’s logistics provider. HOKA’s position is that they cannot verify receipt of the shoes within their warehouse and therefore will not honour the warranty claim. I still do not believe it is reasonable for a customer to lose both the product and the warranty resolution after following the authorised returns process exactly as instructed.

Very poor customer service

I bought Hoka trainers as an upgrade and a more durable option that cheaper running shoes. They didn’t last any longer and counts this as usual wear and tear despite being in Warranty, so not really sure why they are more expensive?

Edit: I have replied to Hoka but haven’t received a reply - can’t seem to reply to them directly on here though.

The item was ordered to be delivered to my home address but was delivered to the wrong place. Almost a month later Hoka have not sorted this out or issued a refund.

Package not delivered to correct address by dpd, very poor slow customer service from hoka, absolutely no customer care at all. I will not be buying again once I receive my refund I will shopping else where.

Love Hoka trainers. Sized up to get the perfect fitting. I'm a size 5 and bought 6.5..ideal..don't think I'd look at any other trainer now..well done Hoka

I bought several pairs of HOKA Bondi, but with the Bondi I am having a big issue. They became dirty very quickly on the plastic around ankle. It was literally impossible to clean up the shoes.
I discontinued to use these HOKA shoes as people told I was seeming messy wearing these shoes. I just thought to contact HOKA when the warranty was expired by a month. Well the customer service refused the refund and they told I made dirty the shoes and then I was asking the refund. They told it is not a manufacturing issue.
I explained the dirty is not because of use and it is the plastic has took a black color, so it is a poor quality of the material HOKA used to make the BONDI 9.
Consider these shoes cost almost $200 I was not expecting a so bad customer service and assistance, expecially because the warranty was just expired.

No support, they lost a good customer considering I bought many pairs of HOKA Bondi in the last few years.

I know shipping is free but my package is just sitting at UPS not getting delivered for the past 4 days!!! Disappointed it won’t reach the destination before Father’s Day. It’s like right there in the neighborhood!!! Aggravating