Complaints

This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Deckers Brands

  250 Coromar Dr Goleta, CA 93117-5583

  
• 

  Hoka

  800 Boylston St Boston, MA 02199

• 

  UGG

  18521 Outlet Blvd Chesterfield, MO 63005

• 

  Deckers Retail, LLC

  4115 East Main Street Ventura, CA 93003

  
• 

  UGG Camarillo Premium Outlet

  740 Ventura Blvd, #218 Camarillo, CA 93010

  

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:06/27/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore 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 HOKA Clifton 9 sneakers and the material has a defect in a spot where there is a pattern, like the material was made too thin in that spot. A hole has formed, and customer service iitially said they would start a warranty claim, they stated that there are no signs of natural wear and tear, and there is no reason this claim would be denied. Warranty department then emails and denies the claim, even though there is a 1 year limited warranty on the shoes, which is why i was willing to spend $145 on them in the first place. The warranty department refuses to accept this, stating it's due to excess wear and tear, which is completely false. This company has a misleading warranty, and refuses to address this issue, which is defective material on their part, now blaming it on the customer.

  

  Business Response

  Date: 06/30/2025

  Hello Holly,  
  
  Thank you for reaching out to us about your Clifton 9 shoes. We know how concerning it can be when a product doesn’t meet expectations and then is denied for being sent in for a return. As a one-time courtesy, our team would be happy to accommodate you with a UPS pre-paid shipping label to get your HOKA shoes sent back to us free of charge. We have included a copy of your UPS shipping label with tracking number  
  1ZX04A1*********71 below.  If you have any questions about your next steps to take, you can reach out to us here on BBB or directly at [email protected] with your BBB ID # 2*****05.

  HOKA Customer Care team  

  Customer Answer

  Date: 06/30/2025

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 2*****05, and find that this resolution is satisfactory to me.   In accepting my request to return the shoes, I am assuming this indicates HOKA will be agreeing to a warranty replacement as well.  If this is not the case, please let me know. 
  
  
  
  Regards,
  
  
  
  H**** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:06/16/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 my Hoka Clifton 9 GTXs on February 9, 2025 from Footlocker. These shoes are day to day shoes, not ever used for exercise or running. In Early April, the sole on the bottom started to detach. The glue on one of the tread pieces had started to fail. I contacted customer support for the warranty and they said the only resolution was to send in my shoes to their facility, which would take 1-3 weeks to process, where depending on their evaluation they would determine if it was normal wear and tear or not. I would also have to pay between $10-$20 to send it as they do not provide shipping labels.
  
  Life got busy and as of early June both the left and right shoes have multiple tread pieces detaching from the soles. Per Hoka, I still have to send my shoes in even though it is a clear and cut case of product failure. There are numerous examples online of the exact same issue I am having. If you Google "Hoka clifton 9 soles" you'll find picture after picture of the issue that I'm facing. If you take 60 seconds to look through the BBB reviews, you'll find complaint after complaint of this same issue. You'd think for nearly $200 shoes they would last more than 2 months without issues.
  
  Hoka, why are you creating a poor customer experience? This is frankly one of the worst warranty processes I've been a part of. I'd like my pair of shoes to not fall apart on me. I cannot recommend anyone purchase Hoka's until they revise their warranty process and create a significantly better process. Your leadership should be embarrassed.

  

  Business Response

  Date: 06/17/2025

  
  We’re sorry to hear about the issues faced with your Clifton 9 GTX shoes. It was truly never our intention to cause you any frustrations with our return policies in place. Our team would like to offer a pre-paid UPS shipping label to return your item to our return center free of charge. We have emailed over a copy of this label as well as attached a copy below. Upon inspection and approval of the item, they will issue a site credit to repurchase on our website. If the item is denied, the item will be sent back to you at no additional cost. This may take 10 business days from when the item arrives at the warehouse. We hope this information is helpful!   
   
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23466593 if you need any further assistance.

• Initial Complaint

  Date:06/12/2025

  Type:Product Issues
  Status:

  AnsweredMore 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.

  Hi,
  
  I purchased brand new hokas from their store in NYC whilst travelling on holidays in October 2024.
  
  I attempted to create a warranty return which required me to post the shoes to the US which is clearly not possible from the UK. I then contacted UK customer service who advised me to provide evidence which I did then told told me to contact US who then via live chat told me to contact UK again.
  
  After stating they were sending me in circles the US team confirmed they would do a picture review which they did within 12 hours and have refused to refund my purchase which is clearly due to manufacturing defects. I am raising this with yourself as if you do a quick look on google there are 100s of similar complaints where customers have found their soles ripping off and holes in the side of the shoes. This should not be expected from expensive shoes which at the stage I started to raise this case were just over 6 months old. They are now 8 months old and are rarely worn due to these issues.
  
  After sharing the pictures they responded - During our review we found the issue you described would be considered as wear and tear, therefore it is not covered under our warranty policy.
  
  Surely no one could regard soles falling off shoes as general wear and tear. I am 28 and this has never happened to a pair of shoes i've owned.
  
  Thanks,
  Eimear

  

  Business Response

  Date: 06/13/2025

  
  
  We apologize for the direction you received to contact our US team for assistance. It appears there may have been a misunderstanding, as you are currently residing in the UK. We understand that this situation can be frustrating, and it is never our intention to cause any inconvenience. Unfortunately, as a US-based team, we are unable to assist you due to your location in the UK. Furthermore, we do not ship to the UK from our US site, and we do not have your order details in our system to process a refund. We sincerely apologize for any confusion this may have caused. We do recommend that you reach back out to the HOKA UK team to explore any other options they may have available for your region.  
   
  You can also reach back out to us here on BBB or directly at [email protected] with your BBB ID # 23458639 if you need any further assistance. 

  
  HOKA Customer Care team  

  Customer Answer

  Date: 06/13/2025

  
  
  
  
  I am rejecting this response because:
  
  
  I do not accept this response as your us team have rejected it due to saying it was wear and tear. I believe you have used this as an excuse - you should still be able to resolve this as you’re a multinational company. 
  
  Regards,
  
  
  
  E***** ********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/16/2025

  
  
  We’re sorry to hear you’re rejecting our response. We can understand this matter has been a confusing situation given the misinformation you’ve previously received. However, since we are the US based team, we do not have the ability to explore additional options for your item as we do not ship to the UK from our US site. You will need to work with your region’s team (HOKA UK team) to receive further assistance with this matter. We hope this helps clarify.  
   
  You can reach out to us directly at [email protected] with your BBB ID # 23458639 if you need any further assistance. 

  
  HOKA Customer Care team 

• Initial Complaint

  Date:06/10/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 Clifton 9's FROM THE HOKA WEBSITE last September and I am still under the 1 year warranty as described and laid out on their website. The fabric has torn off and there is a big hole in the upper mesh and I literally cannot wear it anymore. This is a defect on Hoka's end and a severe quality control issue. I literally just want store credit so that I can get a new pair.
  
  I have already submitted a warranty request form and I've reached out to their support MULTIPLE times via Chat, Text, and Phone but to no avail. I finally was able to reach one of their agents via Text and I sent them images of my Cliftons but after a week of NO RESPONSE, I'm flabbergasted.
  
  Literally the worst customer service ever. ALL I WANT is a new pair so that I can go running but clearly, they don't give a crap.

  

  Business Response

  Date: 06/10/2025

  
  
  Thank you for reaching out about this matter. We know how important it is to get the return process started to get you back into a reliable pair of shoes. Our systems show that a member of our Customer Care team emailed you the necessary forms to begin the return process.  
   
  Please follow up with us here on BBB or directly at [email protected] with your BBB ID # 23445615 if you need any further assistance. 
  
  HOKA Customer Care team 

• Initial Complaint

  Date:06/02/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 sent out HOKA Clifton10 to HOKA which they received for reimbursement since they didn’t fit at all. I have received and paid for the exchanged item which is Hoka Skyflow. I haven’t received any information for reimbursement yet for Hoka Clifton10 and though I sent them to Hoka in early May. I would like to know when can I expect the reimbursement for this exchange.

  

  Business Response

  Date: 06/02/2025

  
  We’re sorry to hear about any confusion caused while making an exchange request on our site. We were able to review your order NA3*****56_EX which a pair of Men’s Clifton 10 in extra wide were exchanged for the Men’s Skyflow in wide. Upon approval of this exchange request there was a price difference of $10.74 that was charged for the difference between the two items, when making an exchange on our site and if the item is available, there will not be any reimbursement issued; instead, we will send out the requested item to our customers. If you would like to receive a refund on our site, you will need to opt for returning your item for a refund. We hope this helps clarify!  
   
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23404111 if you need any further assistance. 
   
  HOKA Customer Care team  

• Initial Complaint

  Date:06/02/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 UGG Tasman slippers in chestnut for my daughter as a Thanksgiving gift, but due to a backorder, we received them in January 2025. She was thrilled but immediately noted the color seemed off. Over time, the color noticeably worsened. In May, she compared them to a friend’s pair—same model and color—and the difference was clear.
  
  I contacted UGG customer service and was kindly guided through the warranty process since we were past the 30-day return window. I submitted multiple photos, but my claim was rejected twice, citing “wear and tear” and “water damage.” I explained the slippers were lightly used—worn only to school—and my daughter rotates between multiple shoes.
  
  I couldn’t understand how a $100 pair of UGGs showed such deterioration in under 5 months. On my third attempt, the warranty was again denied. I called customer service and was told UGG doesn't cover water damage and that we should check weather forecasts before wearing them. I tried to clarify that the shoes were never fully exposed to water—just minimal, everyday contact—but I felt unheard and dismissed.
  
  All I was expecting was a simple exchange for the same model and color—not a refund—as my daughter truly likes them. I believe this could be a rare defective piece, which can happen with even the best of brands. I had expected better product durability and customer care from UGG.

  

  Business Response

  Date: 06/02/2025

  
  
  We’re sorry to hear about the previous denials for your order NA36589451 for the pair of Women’s Tasman slippers. Upon review of your previous conversations with our Customer Care team, we were able to review the photos you have sent in. Based on the photos it does appear that there is water damage apparent on one of the slippers. While we do have a one-year warranty on all our items that protects against manufacturing defects and defective materials. Items with normal wear and tear, discoloration, water damage, and accidental damage are excluded from the warranty. We recommend using our Care Kit available on our site directly to help treat your daughter’s Tasman Slippers to see if this can help with the discoloration you’re experiencing. We would suggest trying to clean the affected area using our UGG Care Cleaner & Conditioner bit.ly/UGGCleaner and carefully following our cleaning instruction video bit.ly/UGGClean to avoid damaging the material. We hope this helps! 
   
  You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23403799 if you need any further assistance. 
  

  UGG Customer Care team  

  Customer Answer

  Date: 06/02/2025

  
  
  
  
  I am rejecting this response because:
  
  We have tried to clean as instructed by the UGGs, we tried that before reaching out to the customer service. 
  
  Regards,
  
  
  
  N**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 06/03/2025

    

  
  We’re sorry to hear you’re rejecting our response. Typically, a situation like this would not be covered under warranty. Although our customer care team has denied this request, as a one-time courtesy, our team would be happy to provide a replacement of the Tasman in the chestnut color in a size 7. Please confirm the following information via email at [email protected] with your BBB ID # 23403799. 

  Email: 
  Phone: 
  Complete shipping address: 

  
  HOKA Customer Care team 

• Initial Complaint

  Date:05/27/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 new pair of shoes directly from HOKA and received a clearly used pair instead. The shoes arrived with visible signs of wear, including dirt and scuff marks (photos attached; this was after my wife tried to clean them). I contacted customer service expecting a resolution in line with HOKA’s Comfort Guarantee, which promotes customer satisfaction and does not state that a return is required for resolution.
  
  Instead, I was offered two options:
  
  1. A $25 refund to keep the used shoes, or
  
  2. A full refund or exchange, but only if I returned the product.
  
  This is unacceptable. I received used merchandise in error, and HOKA's own guarantee implies the resolution should not hinge on returning defective or misrepresented items. On top of that, I’ve had to spend significant time going back and forth with customer service over something that should have been resolved immediately and fairly. Even one of HOKA’s own phone representatives told me she would do the same thing in my position but said her hands were tied by policy.
  
  I am filing this complaint because I expected to receive a new product and a resolution consistent with HOKA’s stated policies and commitment to customer care.

  

  Business Response

  Date: 05/28/2025

  
  We understand the frustration you must feel regarding the condition of the shoes you received on your order NA39573031. Please be assured that we do not resell used shoes, and we sincerely apologize for this situation.  

  
  We have reviewed your interaction with our Customer Care Team and acknowledge the inconvenience caused by the back-and-forth communication. Our team did offer to process your return early if you choose to return the shoes or provide a $25 refund should you decide to keep them. Please note that if you prefer a full refund, the item must be returned to our warehouse, as is standard practice with most companies.  

  
  We hope this information is helpful. If you would like to proceed with either option, please let us know so we can assist you further. Once again, we apologize for the issue with your HOKA shoes. You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23384690 if you need any further assistance. 

  
  HOKA Customer Care team 

  Customer Answer

  Date: 05/28/2025

  
  
  
  
  Thank you for the response. However, I must reject HOKA’s resolution.
  To begin, I find it disappointing that your response opens by stating, “we do not resell used shoes,” while simultaneously acknowledging my frustration over receiving a pair that was clearly worn. This reads as a veiled way of dismissing my experience — as if I’ve somehow fabricated or exaggerated the condition of the product. I assure you that is not the case. The shoes I received were visibly used as seen in the photos attached.
  More importantly, your Comfort Guarantee promises a full refund if a customer is not satisfied — and it does not state that a return is required. I was sent a defective product that violates the basic expectation of new merchandise. The fact that I’ve had to spend this much time simply trying to get what your own policy promises is unreasonable.
  Even your own supervisor acknowledged during our phone call that they would feel the same way in my position but said their hands were tied. That indicates the real issue here is not a misunderstanding, but a breakdown in company policy.
  I am not asking for anything excessive. I am simply asking that HOKA stand by its stated guarantee and issue a full refund without requiring a return, given that I received shoes that were used on arrival and therefore already in violation of your policy’s intent.
  Thank you for your time and consideration.
  
  
  
  Regards,
  
  
  
  J**** ****
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 05/29/2025

  
  
  We’re sorry to hear that you are rejecting our response. It is not our intention to cause you any frustration, and we understand your feelings. However, the item would need to be physically sent back to our return center for evaluation. We are not able to issue refunds for items that have not been shipped back to our warehouse. Our team will gladly email you a pre-paid UPS shipping label to begin this process and process an early return for your item as previously promised by our Customer Care team. You can use this link bit.ly/WarrantyHOKA to read more about our policy and to set up your warranty return form to include in the package with your complete pair to qualify. We appreciate your understanding of this matter and look forward to providing a solution to this inconvenience.   
   
  Please reach out to us directly at [email protected] with your BBB ID # 23384690 if you need any further assistance. 
  
  HOKA Customer Care team 
  

  Customer Answer

  Date: 05/29/2025

  
  
  
  
  Hello,
  Thank you for your response. However, this is not a warranty issue — it's a fulfillment error. I received a product that was clearly used, which your customer service rep acknowledged.
  To be clear: I actually like the shoes. But they were not new, and that’s unacceptable for a full-price order from your official store. Offering $25 to keep a used item is not a reasonable solution.
  Your Comfort Guarantee promises a refund if a customer is not satisfied — and it does not require returns when the product is defective upon arrival. This is not buyer’s remorse. It’s your responsibility to fix an error that should never have happened.
  Treating this as a warranty return, and asking me to take further steps, places an unfair burden on the customer and potentially violates consumer protection laws related to false advertising and unfair business practices.
  I’m requesting a full refund without requiring return of the used merchandise. If this cannot be resolved fairly, I will escalate beyond the BBB.
  Sincerely,
  J**** ****
   
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

• Initial Complaint

  Date:05/27/2025

  Type:Delivery Issues
  Status:

  AnsweredMore 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 4-8-2025 I placed an order for Hoka sneakers on a Hoka webpage. Once I pressed the pay and review button it went to CummerAFBV4 at Paypal. I immediately believed this was a scam so I called Barclay right away. The card I used was cancelled and I got a new one. According to their bank representative on May 11th they received some documents from Paypal. I have never seen these documents and requested them several times. I also NEVER received the merchandise. Barclay refuses to cancel the charge. They refuse to do so, even after I explained that I never received any merchandise.

  

  Business Response

  Date: 05/27/2025

  
  We’re sorry to hear about your recent online shopping experience. Based on the information provided this does not appear to be an order placed on our official home site of www.HOKA.com. We encourage our customers to take caution when purchasing items from unauthorized retailers as these items may not be authentic HOKA products or, in some cases, you may not receive an item at all. Our counterfeit team works diligently to shut down illegitimate sites; unfortunately, it does take time to do so. We recommend contacting your bank immediately if you find you have placed an order with a counterfeit operation. 
   
  You can reach out to us directly at [email protected] with your BBB ID # 23382239 to provide the requested information.     
   
  HOKA Customer Care team  

• Initial Complaint

  Date:04/17/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 brand-new pair of HOKA shoes and it’s honestly one of the worst purchases I’ve ever made. Within days, the seams started coming apart like they were stitched by a toddler. The quality is absolutely pathetic. These are supposed to be “premium” running shoes? They feel like they came out of a bargain bin.
  
  To make matters worse, the insoles don’t even stay in place. They slide right out when I take the shoes off—every single time. It’s like they weren’t even secured in there. For the ridiculous price I paid, these shoes should be flawless, not falling apart and falling out.
  
  The build is cheap, the materials are garbage, and clearly there’s zero quality control. I’m disgusted that this brand has the nerve to charge what they do for shoes that can’t even hold themselves together.

  

  Business Response

  Date: 04/21/2025

  
  
  Thank you so much for contacting us regarding this issue with your recently purchased Bondi 9 shoes. We are very saddened to hear that this pair did not meet your expectations. Because they already have your payment info and your purchase was within the last month we would suggest attempting a resolution through Dick’s Sporting Goods first.  
  
  If they are unwilling or unable to assist, please reach back out to us at [email protected] with your BBB ID #23217661 and we will be happy to look into potential options.  
  
  HOKA Customer Care Team 

  Customer Answer

  Date: 04/21/2025

  
  
  
  
  Complaint: 23217661
  
  
  
  I am rejecting this response because: I already reached out to dicks sporting goods and they did nothing. I was advised to reach out to you.
  
  
  
  Regards,
  
  
  
  G****** *********
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/21/2025

  
  
  We are very sorry to hear about the issue with your pair. Thanks for trying to work it out with the retailer. It sounds like your Bondi 9 could potentially be covered under our one-year manufacturing warranty. If approved, you would receive a site credit on HOKA.com in the amount of your pair so you can replace the item at no additional cost to you.  
  
  Please visit our site here bit.ly/HOKAWrnty to get your return form for inside the box and be sure to include a copy of your purchase receipt from Dick’s Sporting Goods in the box with the return form (If your item is not accompanied with a receipt our team will evaluate the items based on the manufacturing date and apparent wear. However, this date could exceed our one-year warranty).  
  
  Please allow 10-15 business days from warehouse receival date for product warranty evaluation. If you could please verify the following contact information, we will gladly get a one-time courtesy complimentary pre-paid return label sent your way:     
  
  Name:     
  Email:     
  Phone:     
  Complete Shipping address:    
  
  Feel free to contact us directly at [email protected] with your BBB ID # 23217661 if you would like continued assistance.            
             
  HOKA Customer Care Team    

  Customer Answer

  Date: 04/29/2025

  Since I could not wear the shoes for work, I ended up leaving them at Dick’s Sporting Goods and they would not return them so I just left them and walked out and had to go buy Skechers

• Initial Complaint

  Date:04/16/2025

  Type:Product Issues
  Status:

  AnsweredMore 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 Hoka shoes about 6 to 7 months ago. I haven't worn them much outside of walking and casual wear. There is an elastic band on the inside of the shoe that connects the upper to the sole of the shoe. This piece has started to unravel and is beginning to tear. I saw Hoka offers a 12 month warranty for issues such as I described. I contacted the company and they flat out refused to honor their warranty and refused to inspect the shoes. I understand this is their right, but for as expensive as the shoes are I wish they would really clarify how they honor their warranties

  

  Business Response

  Date: 04/17/2025

  
  
  We appreciate you contacting us regarding this. It can be disheartening when products don’t meet expectations, our apologies. Warranty determinations are made on a case-by-case basis, and it is unfortunate to see your evaluation of NA28578535_EX was denied after review.      
  
  Our team will be more than happy to start a separate photo evaluation of your item as a one-time courtesy. We may ask for some information that was already provided by you in other contacts and appreciate your continued assistance with the process so we can get this handled for you.        
  
  Please verify the requested information to the email provided in the format shown. Once your information has been evaluated, our team will follow up with you via the email inbox.                
  
  Name:                      
  
  Email Address:                      
                       
  Telephone:                      
                       
  Complete Shipping Address:                     
                       
  Name of Item:                      
                       
  Model of shoe (S/N): W CLIFTON 9 Item No: 1127896-SNC-06B                     
                       
  Color:                     
  US Size:                     
                       
  How often is this product used?    
  
  Where was the item purchased? NA28578535_EX                    
                        
  When was the purchase made?  05/09/24                   
                        
  Brief Description of the Defect:                     
  
  Any additional instructions/Questions:                     
                        
  We will also need:                     
  • Photos of the defective area of the item, photos of all sides of the pair of footwear including the tread, photos of all interior tags                     
                        
  • A copy of a receipt or credit card/bank statement showing the purchase date. 
  
  Please reach out to us directly at [email protected] with your BBB ID # 23211343 to verify the requested information.                        
                                
  HOKA Customer Care Team   

  Customer Answer

  Date: 04/19/2025

  
  
  
  
  Complaint: 23211343
  
  
  
  I am rejecting this response because I have sent my response with photos and have asked for confirmation the photos were received. Attaching all files requested made the file size to large to send trough email. I sent the photos in small enough groups to send, but have yet to receive confirmation if the photos were received. 
  
  
  
  Regards,
  
  
  
  Mackenzie Rhubart
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  
  

  

  Business Response

  Date: 04/21/2025

  
  
  Apologies for any delay in response. Good news! It would appear that a replacement pair has been offered as a one-time courtesy to resolve this matter. Please follow up with our team via that email inbox once you have made your selection so we can get your order placed for you. 
  
  HOKA Customer Care Team