Complaints

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:06/25/2025

  Type:Delivery Issues
  Status:

  UnpursuableMore 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.

  Ordered a pair of HOKA Bondi 9. Paid by credit card. Shoes were never delivered to me at my address. They were mislabeled by HOKA as per ***** and delivered to * J ******* in ************, **. **** Hokas customer representative, lied and stated they were labeled correctly. I called ***** direct and they stated; the shipping container had J Johnsons address in ************, **. I live in *************. We inputed our correct address upon ordering. I asked for a refund, for shoes I never received and they denied it. I asked for a supervisor and **** made me wait for 15 minutes only to come back and say there wasnt one available. HOKA said they would have one call me back in 24 hours.Hokas customer service is non-existent. Theyre inept and have committed grand theft larceny by not delivering the shoes or refunding my money. Caveat Emptor, Do not purchase from this company. We ended up filing a dispute against **** with our credit card company. We are also filing a larceny charge against ****.

• Initial Complaint

  Date:05/22/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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.

  Complaint Summary:Defective Product, Poor Quality Control, and Inaccessible Warranty Process Complaint Description:My wife and I have both experienced premature failure of Hoka running shoesmine within two months, hers in less than two weeks. In both cases, the outsole rubber at the heel detached, making the shoes unusable. Weve had to glue them back ourselves due to Hokas rigid and inconvenient return process.Despite being under warranty, **** requires customers to ship defective shoes back for an evaluation before approving any replacementmeaning we are left without shoes for weeks, with no guarantee of resolution. This process is unnecessarily slow, unclear, and puts the burden entirely on the customer.A quick look at online reviews (Reddit, PissedConsumer, Thingtesting) shows this is a growing trend: decreased product durability, glue failures, and evasive customer service. Hokas reputation was once built on responsive care and long-lasting qualitysomething that appears to have changed following their acquisition by Deckers Brands.Desired Resolution:Immediate replacement of both defective pairs **** to clarify its return/warranty terms publicly and make them more customer-friendly Greater transparency and accountability for product quality going forward

• Initial Complaint

  Date:05/01/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 PAIR OF HOKA'S 5 MOS AGO-THE BOTTOMS STARTED TO WEAR OFF. I SENT THE SHOES BACK AFTER SENDING THEM PICTURES AND THEY AGREED IT WASN'T NORMAL WEAR AND TEAR. i SENT 4 EMAILS WITH NO RESPONSE ASKING FOR AN UPDATE. I DID 2 CHATS ONLINE AND AFTER SEVERAL TRIES AND THE RUN AROUND. THEY SAID THEY HAD MAILED THEM BACK AND GAVE ME A TRACKING NUMBER IN THE CHAT. NO EMAIL, NOTHING. THEY TOLD ME THEY DETERMINED IT WAS NORMAL WEAR AND TEAR AFTER HAVING THE SHOES FOR OVER 2 WEEKS. DO NOT BUY FROM THEM! THE PRODUCT IS SUB PAR AND THE CUSTOMER SERVICE IS WORSE!

• Initial Complaint

  Date:03/13/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 one pair of men's size 11.5 HOKA shoes from a sporting goods retailer that fit well and were comfortable. That is a big deal for me, since I wear women's size 12. I liked them so much I purchased a pair of HOKA ******* ** shoes directly from HOKA in order to get a women's size 12. Within one month the glue on the sole came loose and the tread separated. Note that it was shortly after I had knee surgery and hardly wore the new shoes at all. When I attempted to contact HOKA the return **** was under changes, and never could reach hem. i chatted with a *** who sent me a form to fill out and asked for pictures of the shoes. With great effort HOKA finally sent a return tag and I sent the shoes back to the company. The shoes were later returned because the company said it was "normal" wear. Remember they have a year warranty stated on their website. Really, one month after knee surgery I wore them enough to wear them out, now they are saying the shoes are out of warranty. 10/18/2024 was the purchase date. i can provide credit card record of the payment. When I finally got through to a HOKA *** via phone, after they returned my broken shoes, I was told that I could return the shoes at my own cost and the same department would evaluate the problem and probably return them again. Not acceptable. Bad business model.

• Initial Complaint

  Date:02/14/2025

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 sneakers on 4/26/24. Several months ago the bottom of the sneakers started to fall off. Recently it occurred when I was walking on vacation and I almost fell. I contacted customer service who, confirming the year warranty was in effect until 4/25, instructed me to take photos and return the sneakers. I anticipated a replacement pair or site credit. I returned the sneakers and never rec'd any communication from ****. Instead they returned my sneakers with a form letter informing me they refused the return because the warranty expired. Obviously this is incorrect. When I contacted customer service again they agreed the warranty hadn't expired but told me they have a right to refuse a return if they feel the sneaker were abused, or received any wear or tear damage. Disgusting they blamed the customer for their defect. I'm ************************************************************************ caring for them correctly and wearing them minimally. I don't run, just walk around my neighborhood. The lack of communication and adherence to their warrantly is unacceptable. While in all honestly I would prefer a refund (beause of my concern over their quality) but will accept a replacement pair. Thank you for your consideration.

• Initial Complaint

  Date:11/03/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 experienced on two separate pairs of HOKA shoes. Both pairs developed tears on the sides after limited use, which I believe is indicative of a potential defect or design flaw. Given the premium price point and reputation of HOKA, I did not expect such issues to occur, especially on multiple pairs.Upon noticing these defects, I reached out to your customer service team, expecting that **** would stand behind its products and address my concerns. However, I was informed that I would need to cover the shipping costs to return the shoes, which I find unreasonable considering the repeated quality issues I have encountered. I have hardly used it few times and base of one hoka is tearing.I either want refund if that is not possible then replacement

• Initial Complaint

  Date:09/21/2024

  Type:Service or Repair Issues
  Status:

  UnpursuableMore 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 purchase a pair of Hoka Cloud 9 shoes from Dicks Sporting Goods. After six months, the tread on the shoes separated. **** has a 1-year warranty on defects. I sent in a receipt along with a warranty form authorized by **** and the shoes, which they received on August 31st. I paid to ship the shoes to **** as they do not provide any shipping coverage; they also have no way of pre-authorizing. After over a month, the shoes were returned to me, saying they were not within the 1 year. The shoes were purchased on 10/18/2023. Today is 9/21/24, so I am still within the period for which I am writing this complaint. I contacted the customer service department at ****, and they said there was no way to contact returns, and all decisions were final.

• Initial Complaint

  Date:09/12/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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.

  Ordered a pair of Hoka shoes on August 25th of this year. Unfortunately I have ** & the shoes weren't as comfortable as I needed. I went to start the return process to find out that part of their site is down & to come back a few hours later & try again. I've been going to the website & calling them with nothing but excuses on why they can't help me. Again I just want to return my shoes to get my refund of $187 so I can actually buy a pair of shoes that don't hurt my feet. I find it hard to believe that a company that's worth 1.8 billion dollars can't get their website working properly. Now keep in mind only the portion of the Hoka site down is the return section. Of course the buying side of the site is working just fine. I imagine there are a ton of people that would probably just give up at this point & end up keeping their shoes which would only benefit Hoka.

• Initial Complaint

  Date:07/25/2024

  Type:Product Issues
  Status:

  UnpursuableMore 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 July 2024 I placed a order for 5 pairs of Hoka shoes due to having plantar fasciitis and pes planus through Affirm. When I received them I tried them on and they were all too large. I proceeded to EXCHANGE them and I printed out the exchange forms on July 8th at 3:21 pm that clearly states EXCHANGE and Not Return. The shoes I requested for exchange were available at the time of request as the website will not allow you to request/purchase an unavailable product.The warehouse did not even try to look for the correct shoes they just processed a return with out my consent. I could have requested alternate shoes if they weren't available. This is very disrespectful of my time and MY PAIN. I AM A DISALBED NAVY VET AND I DESERVE MORE RESPECT THAN THIS. THE PAYMENT HAS NOT BEEN RECEIVED. I was not old that the purchase would be returned, I was not called emailed or had a letter written stating that I needed to request throught the exchange process the same shoes, this is unacceptable. There incompetence will not allow my feet to stop hurting. I still without the shoes and now I don't trust the company to do what is RIGHT for the consumer.

• Initial Complaint

  Date:03/21/2024

  Type:Delivery Issues
  Status:

  UnpursuableMore 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 Wednesday, March 20th, 2024, at approximately 9:00 p.m. eastern time, I made a purchase from Hoka.com. The purchase was a pair of tennis shoes. I immediately reached out to customer service following the placement of the order upon seeing an incorrect address in the order confirmation email. Despite the facts that:* The order was placed while the business was closed, AND * I contacted HOKA customer service immediately the following morning, AND * The order has NOT shipped from their warehouse The merchant is refusing to cancel the order even though they know the address on the order is incorrect.In 2024, **** has refused to make the necessary updates to their ordering process to allow them to make ANY changes to an order after it has been placed.This means that the burden falls on HOKA customers to attempt coordinating with 3rd party carriers to mitigate errors in shipping addresses AND for cancelations.It is absolutely ludicrous to refuse to cancel an order that has not left the warehouse yet AND will not be picked up for several hours.