Complaints
This profile includes complaints for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 575 total complaints in the last 3 years.
- 262 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:07/22/2025
Type: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.
Date of Transaction: 05/05/2025
The amount of money paid: $180.00
Business Commitment: My shoes would be waterproof its Marketed on their website.
Dispute: My shoes are not waterproof and Deckers refuses to exchange my pair of shoes for ones that are not defective. My shoes are still under their 1yr warranty, but they are claiming in email that its 60days warranty for returns which is not the information that they have posted on their website so if this is the case they are false marketing.
Resolution progress: They have not tried to resolve my issue instead they told me to buy another pair of shoes.
Advertising: Yes, they market on their website that they have a 1 yr warranty for defective items and they also market that the specific shoes I purchase are suppose to be waterproof but my pair specifically is not and they are refusing to exchange my shoes for ones that are not defective.
Business Response
Date: 07/23/2025
Oh no, we’re sorry about any confusion caused by our warranty policy. We do have a one-year warranty on all our items that protects against manufacturing defects and defective materials. We can understand how upsetting it can be to go through this process only to have your return denied by our warranty team. Although our Transport GTX model does feature enhanced moisture management, this style is not waterproof. Due to these circumstances your return was denied by our warranty team. We hope this information is helpful!
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23*****5 if you need any further assistance.
HOKA Customer Care teamCustomer Answer
Date: 07/23/2025
I am rejecting this response because:
I have not submerge my shoes in water. It was a few small droplets of rain that penetrated my shoe. Your website markets these shoes as weather proof and many of your customers have mentioned how these shoes are waterproof. Please see attached photos.
I feel I have been lied to and swindled into buying a product that was false marketed and very much did not meet expectations. The service has been poor especially for a company that markets themselves as building a honest product. I do not accept this decision.
Regards,
S**** *****Business Response
Date: 07/24/2025
Hello again Stacy,
We’re sorry to hear that you’ve rejected our previous response. We do apologize for any confusion caused regarding this matter. However, our Transport GTX model is in fact not waterproof and would only repel some moisture. Keep in mind that 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.
You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 23****35 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 07/24/2025
I am rejecting this response because:
Please see attached Hoka marketing on your gore tex shoes. It clearly states that they are water proof and weather resistant. If this is not the case, you are false marketing a product and I want a refund because the only reason why I went with this model shoe instead of the lesser expensive model was strictly due to the weather resistance.
Regards,
S**** *****Initial Complaint
Date:07/21/2025
Type: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 Hoka sneakers on 2/2/25. Five months later, the tread started coming off of both shoes. Their warantee is for one year. I sent them back to Hoka, at my expense. 10 days later they returned them to me stating they were out of warranty. I had provided the purchase receipt stating otherwise. Customer service says there is nothing they can do after the warranty dep’t refuses the claim. This is fraud!Business Response
Date: 07/22/2025
We’re sorry to hear about the trouble you faced when trying to submit a warranty return claim to our warehouse team. We know it can be disheartening to hear that your return has been denied, and we would be happy to explore other avenues to assist you. As a one-time courtesy our team will gladly conduct a photo eval of your Bondi 8 shoes. Please provide the requested information in the format as shown below directly at [email protected] with your BBB ID # 2*****38. Once your information has been evaluated, we will follow up with you.
Name: Carl Zapp
Email Address: [email protected]
Telephone: 516) 312-6682
Complete Shipping Address:
Model of shoe: W Bondi 8
Color: HMLR
US Size: 9.5
Where was the item purchased? Running Shoe Store
When was the purchase made? 2-2-25
Brief Description of the Defect: Sole peeling off
Any additional instructions/Questions:
We will also need:
• Photos of all interior tags
HOKA Customer Care TeamInitial Complaint
Date:07/16/2025
Type: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 Bondi 8 shoes directly from Hoka for a total of $149.79, Order # NA3*****26. The shoes were delivered to my house on December 10, 2025. On July 8, 2025, the tread on the sole came loose while I was on the pickleball court in the middle of a game. Within a few minutes, it detatched completely. It is about 1 inch long. On July 9th, I contacted Hoka Support via phone to report the issue and ask for refund via the warranty. The agent Tobi in San Antonio, TX, told me this is a known problem with the Bondi 8 shoes, and the problem has been fixed with the Bondi 9 shoe. He asked me to upload several pictures of the shoes, which I did. He said this would be covered under the 12-month limited warranty, and to wait until Hoka provided the UPS label to ship the shoes back. Shortly after we hung up, I received an email from [email protected] stating I have initiated a return with the following info: Order Number:: RA00782417_RCRT, Return Type:: Refund, Item Being Returned:
11****4-HMLR-07.5D. Per Tobi's instructions, I waited for another email with the UPS shipping label. On July 9 at 3:36 pm, I received an email from [email protected] stating:
"After reviewing your warranty request, we regret to inform you that, based on our limited warranty policy, we will not be providing prepaid postage at this time. Upon further evaluation, your item does not meet the criteria for coverage under our warranty for the following reason(s):
The reported issue is attributed to general wear and tear. Prompt reporting of such issues is recommended to prevent further wear that may render the item ineligible for warranty coverage... Thank you for your understanding. Best Regards, Customer Care Warranty Analyst
Deckers Brands." This is outrageous. A shoe that costs almost $150 should not have the tread falling off after less than 7 months. The agent Tobi TOLD ME IT WAS A KNOWN DEFECT. My shoes don't have excessive wear. See pictures.Business Response
Date: 07/17/2025
This is truly not the experience we wanted you to have with us. When an item doesn't hold up as expected it can certainly be a letdown and then having your return request denied can definitely make the situation sourer. Our team would be happy to explore additional options with you by conducting a one-time courtesy photo evaluation of your item. Please provide the requested information in the format as shown below directly at [email protected] with your BBB ID # 2*****41. Once your information has been evaluated, we will follow up with you.
Name: L**** ******
Email Address: *************@hotmail.com
Telephone: ###-###-####
Complete Shipping Address: *** * ***** Ave
Sanford, FL 32771
Model of shoe: 112**54
Color: HMLR
US Size: 07.5
Where was the item purchased? HOKA.com
When was the purchase made? December 6, 2024
Brief Description of the Defect: Sole peeling
Any additional instructions/Questions:
HOKA Customer Care TeamCustomer Answer
Date: 07/17/2025
I am rejecting this response because I have already provided the 4 specific photos your customer service person requested, and he confirmed receipt: a photo of the top of the shoes, a photo of the bottom of the shoes, a photo of the tag on the underside of the shoe tongue on the left shoe, a photo of the tag on the underside of the shoe tongue on the right shoe. I also provided those exact same 4 photos in the BBB complaint. How many times must I upload these photos? Are you even looking at what I submitted? Look at the photos - either in the BBB complaint OR in my original HOKA complaint. There should be no valid reason I need to upload the photos a 3rd time - stop wasting time. The treads of your shoes should not be falling off after 7 months. Honor your 12-month warranty. Refund my credit card.
Regards,
L**** ******Business Response
Date: 07/21/2025
We’re sorry to hear that you’re rejecting our response. We do apologize for any frustrations this matter has caused you. However, in our previous response we did not ask that you provide our team with any additional photos as we were able to review the ones you have already submitted. We are kindly asking that you review the template we have completed on our end to ensure its accuracy for us to further assist you. You can reach us directly at [email protected] with your BBB ID # 2*****41 if you need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 07/26/2025
I have reviewed the response made by the business in reference to complaint ID 2*****41, and find that this resolution will suffice. Decker Brands sent me a new pair of shoes. However, I would like to publicly say that they stood behind the warranty only after I complained to the Better Business Bureau. Why couldn't they have stood behind their warranty when I initially contacted their customer support? I suspect the answer is that many people don't realize they have another option to get justice and would simply throw away their defective shoes, even if they were only 7 months old, with no replacement or refund. I urge Hoka/Decker Brands to change their policy and stand behind their warranty for all customers who have a legitimate claim when they initially contact Hoka. Your reputation depends on it.
Regards,
L**** ******Initial Complaint
Date:07/16/2025
Type: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 have a pair of Teva sandals that I purchased through Amazon. One of the straps came apart. I noticed that it was within one year and the sandas have a one year warranty. I reached out, got a return tag, paid almost $20 to return the shoes and just received them back. Included with the shoes was my original return slip from Teva stapled to the Amazon receipt and letter from Deckers saying the shoe return was not accepted because the brand warranty period had expired.
After 1 call and one chat with their customer service team I was told they didn't get a receipt and they would not repair the shoes. They also said there were other reasons they would not repair them including pets ( I have not pets). They told me repeatedly that they could not do anything as the warranty reviewer had made a decision even though what they entered into their system didn't match what they sent to me.
This company then told me to pay to send them back again and they would reconsider - however, the warranty period is definitely over and it would cost me another $20 to return them again. I would have had less trouble if there was a consistent story and if the letter they included int he package matched what they said. This appears to be just Deckers brands refusing to stand behind its warranty. I will note that they sent the receipt back to me and the person on the phone said the reason they told me they denied my claim in writing was not the real reason they denied my claim. It was for other reasons that they could see in their system.
shoes purchased 6/29/24, received within several days
6/20/25 - I noticed a seam coming apart
6/21/25 - did a warranty claim and got an RO for a return #RA********-RCRT
7/15/2025 received a box including my unprepared shoes, my original RCRT form, my original receipt from Amazon
While I'll admit it was close to the end of the year warranty these shoes were received by Teva at their California location on the 25th of June, 2025,Business Response
Date: 07/17/2025
Thank you for bringing this matter to our attention. It truly saddens us to hear that our customers’ purchases didn’t work out for them. Although your return was previously denied by our warehouse team, our team would gladly look into alternative options with you. Keep in mind that items that are sent back to us that are closely approaching the end of the warranty window should be sent back with enough time to account for shipping to arrive back to our return center. As a one-time courtesy, our team would like to accommodate you with a photo evaluation of your Teva sandals. Please provide the requested information in the format as shown below directly at [email protected] with your BBB ID # 2******2. Once your information has been evaluated, we will follow up with you.
Name: Tony Orso
Email Address: [email protected]
Telephone: 206) 681-0236
Complete Shipping Address: 3032 Torrington Trl
Williamsburg, VA 23188
Model of shoe: Men’s Minam
Color: Black
US Size: 13
Where was the item purchased? AMAZON
When was the purchase made? June 29 2024
Brief Description of the Defect: Strap came off
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
Teva Customer Care TeamInitial Complaint
Date:07/14/2025
Type: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.
Lifelong runner I've run in nothing but HOKA for over a decade purchasing several pair of trail and road running shoes per year. This 1 pair that I have hardly worn has a defect! Purchased on 3/23/25 I was saving them for a Rim to Rim hike that got cancelled. Recently started wearing them and they wore out at inner ankles only in about 5-6 wears. The bottom still looks brand new. I have small ankles and have never had any shoe wear out in this area at all and have never had any issues with my Hokas. I sent them back and paid for it, they were returned to me saying this was NOT a defect in material where it clearly is. On 7/2 I had a lengthy exchange with someone named Dulce who said they would open a ticket and I would get an email in a few days. I never did. 7/12 I called and was told there's nothing they could do because there is no defect in material. Not only are the shoes less than 4 months old. I hardly wore them AT ALL and by no means in an extreme environment.Business Response
Date: 07/14/2025
Thank
you for reaching out to us regarding your warranty return,
NA3****************81_RCRT. We regret to learn that your return was denied, and
we understand how disappointing this situation can be, especially after only a
few months of use.
The reason for the
denial was cited as "no proof of purchase." Could you please confirm
whether you provided proof of purchase? Additionally, we would appreciate if
you could share a photo of the interior tag. This will enable us to further investigate
the matter and explore possible options for you.
You can also reach out to us here on BBB or directly
at [email protected] with your BBB ID #23*****8 if you
need any further assistance.
HOKA Customer Care TeamCustomer Answer
Date: 07/17/2025
I am rejecting this response because:Date Sent: 7/17/2025 2:11:53 PM
Thank you for your response. Yes, I provided proof of purchase to Dulce on 7/2 - attached with inside tag. I'm happy to provide the rest of the conversation we had via text if you need. They were going to open a ticket and I never received confirmation that that happened.
I have HAD these for a few months, but I have not even been wearing them a few months! I got 2 pair of Hokas at the same time, the other pair from Dicks. The other pair I've been wearing to train for a rim to rim of the grand canyon that I hoped to wear this problem pair for the actual event I never ended up doing. The other pair is more worn on the bottom per normal wear and material intact as all other Hokas I've ever worn.
Thank you for your attention to this I am a dedicated Hoka enthusiast I'm not a complainer at all ever!
Regards,
H****** ******Business Response
Date: 07/21/2025
We’re sorry to hear that you are rejecting our response. We do show that the proof of your purchase for your order NA3******0 was sent to our Customer Care team via SMS. However, we’re unable to view on our end if this information was also sent along inside the box with your Anacapa 2 Low GTX shoes. Please confirm this information and provide us with a photo of the inside tags of your shoes for us to offer further assistance. You can reach us directly at [email protected] with your BBB ID # 23*****8 if you need any further assistance.
HOKA Customer Care teamCustomer Answer
Date: 07/28/2025
I did respond and I provided a photo of the inside of the shoe as requested. Please let me know how this is being resolved.Initial Complaint
Date:07/07/2025
Type: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 have not received the product and they will not send me a refund.Business Response
Date: 07/08/2025
We understand your frustration here with not receiving your order NA40****** and now having to wait for your refund. We want you to know that we have your best interest and want to be sure you feel confident in the next processes going forward. An investigation with the shipping carrier is required when a package is not received but is signed for when it was marked as delivered. The investigation will take 10-15 business days; please be sure you are looking for an email or call from FedEx regarding your missing package with tracking number 4*********10 as they need verbal confirmation from you directly. You can reach out to us here on BBB or directly at [email protected] with your BBB ID # 2******9 if you need any further assistance.
HOKA Customer Care teamCustomer Answer
Date: 07/16/2025
I have not recieved anything from FEdEx or the buisness in regards to this. How can you close my complaint when they havent done anything.Initial Complaint
Date:07/07/2025
Type: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 in a pair of shoes to see if the warranty would cover the treads ripping off the bottom of the shoe within 3 months of purchased. I provided the shoes and all necessary documentation just to be denied. I don’t feel like “wear and tear” after 3 months of purchase is unacceptable. Called customer service, said nothing could be done and they are not allowed to overturn warranty decisions. Looking just to get replacement or a refund for this faulty product newly purchased.Business Response
Date: 07/08/2025
We truly value having a reliable pair of shoes on hand and we can understand your frustration regarding this situation. Although your return was previously denied by our warehouse team, we’d be happy to accommodate you with a photo evaluation of your shoes. Please confirm the following information in the format below directly at [email protected] with your BBB ID # 2****870. Once your information has been evaluated, we will follow up with you.
Name: C****** *********
Email Address: ***************ahoo.com
Telephone: ###-###-####
Complete Shipping Address: ***** **** **** ****** Drive
Richmond, TX 77406
Model of shoe: Clifton 9
Color: Vanilla
US Size: 08
Where was the item purchased? Dick’s Sporting Goods
When was the purchase made? March 21, 2025
Brief Description of the Defect: sole peeling off
Any additional instructions/Questions:
We will also need:
• Photos of all sides of the pair of footwear including the tread and photos of all interior tags
HOKA Customer Care teamInitial Complaint
Date:06/27/2025
Type: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: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: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 returned shoed to Decker Brands via Hoka. They received the shoes on 5/15/2025. According to their return policy, I should have received my refund by 6/5/2025 at the latest. It is not 6/12/2025 and they are refusing to provide it stating they will do it on 6/15/2025. This is a clear violation of their return policy.Business Response
Date: 06/13/2025
Hello N*******,
We’re truly sorry to hear about the delay in processing your recent return. We know how important it is to stay updated on returns made to ensure a speedy process. Currently our return facility is working to process the items that were returned, and we must wait 30 days from the delivery date before processing the request, and we do not have the option to expedite this process. If you have not received confirmation that your return was processed by end of day Sunday 6/15/25 please reach out to us here on BBB or directly at [email protected] with your BBB ID # 23460675 again so we can take a further look into this for you. We appreciate your patience.
HOKA Customer Care teamCustomer Answer
Date: 06/13/2025
I am rejecting this response because: your return policy states 15 business days. It does not say anywhere that it may or can take longer. You are in violation of our return agreement by not providing a refund within that timeframe.
Regards,
N******* ****Business Response
Date: 06/17/2025
Hello again N*******,
We’re sorry to hear you’re rejecting our response. We do show that you have reached out to our team via email regarding this matter. Our team has provided you with additional information via email and we would recommend that you reach out to us directly at [email protected] with your BBB ID # 2*****75 for further assistance.
HOKA Customer Care teamCustomer Answer
Date: 06/17/2025
I am rejecting this response because: you violated your return policy by not refunding within 15 business days. The facts are the facts and you can’t change that.
Regards,
N******* ****
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.