Hoka Reviews 

Hola service is good in the store in Ginza but I just love my Gaviota 9 shoes, no more issues with my chillies tendon hurting after a bit of walking.

Lovely trainers quick delivery.

I purchased a pair of Hoka Gaviota 5 men's walking shoes based on their positive ratings for comfort and stability. In only 3 months of wearing the shoes on a daily basis, the inner heels wore through the fabric and into the foam. I reached out to Hoka via their website and phone regarding this problem, as no quality shoe should wear out in 3 months. Their response was this was "normal" and would not reimburse nor provide a replacement pair of shoes. Not sure how many of you spend $150 on a pair of walking shoes only to have them wear out in 3 months, but you might as well purchase the "cheap" sneakers and a good quality insert, and avoid this extremely disappointing experience. Their customer service is an absolute joke... so save yourself the bad experience and purchase some real quality footwear.

Update - "Mia" of their "EU" team responded with "Try contacting the US team". Did they both reading what I wrote, or is that just some AI generated response?
Pretty apparent that no one at HOKA has the slightest sense of what customer service and product support is supposed to do when they have a product durability issue. Received other feedback from previous HOKA purchasers stating they had the same issues and have changed to purchasing a much better pair of shoes through another company (starts with B and ends with rooks)

I placed an order with HOKA (Order EU15309513) and received an official order confirmation email, complete with an order number. A payment authorisation of £629.93 was also placed on my card, so naturally I believed my order had been successfully placed.
After receiving no updates for several days (and when my shoes were already supposed to be with me), I contacted customer service to ask about my order. To my surprise, I was told they couldn't even locate it in their system. Only after I repeatedly chased customer support did HOKA finally admit that the order had never been successfully processed due to an internal system failure.
The most frustrating part is that I was never proactively informed that my order had failed. If I hadn't contacted them myself, I would still have been waiting.
Because of this delay, several of the discounted sale items I had ordered have now sold out. Had HOKA notified me promptly, I could have reordered them while they were still available.
To make matters worse, £630 REMAINS unavailable on my card because of the payment authorisation. Whether HOKA considers this "pending" or not makes no difference to me—the result is that I have been unable to access a significant amount of my money because of an order that HOKA failed to process. Merely based on the transaction I see in the banking app, it looks like the order WAS successful — so the money is naturally not available to me to this moment. But Hoka hopes my money will be with me in 5-7 working days.

What has disappointed me even more is the response afterwards. Instead of offering a meaningful solution, I received generic apologies, lots of stalling and nonchalant explanations about internal system issues and even wishing me a good day! Needless to say, that several day’s mood has been spoiled completely because of this stressful situation. When I requested expedited fulfilment or appropriate compensation for the inconvenience, the time I spent chasing customer service, and the lost opportunity to buy discounted products, my requests were ignored. Now they are just ignoring my letters completely.

Technical issues can happen to any company. Failing to notify customers, providing contradictory information, tying up hundreds of pounds, and then failing to meaningfully address the consequences is not the level of customer service I would expect from a premium global brand.

At this point, I don’t even believe HOKA takes this situation seriously. I’m becoming quite desperate and low key exploring what can be done about it in the legal field.

Hello,
I am reaching out today to express my disappointment in my 2nd pair of Hoka recovery slides.. I got a pair last year on the recommendation of my
Podiatrist, I loved them and wore them approx 350 days all day, in doors and out, after 1 year and a few months they had stretched but given the amount of hours worn, I was ok with that. This March 26( shipped via running room) I got my 2nd pair.. I did not start wearing until May as I live in western Canada and have only worn about 10 times and they already feel stretched and unsupportive as my previous well worn pair.. I loved my last pair but feel the quality of this pair is definately inferior. I suspect in a short time I won't be getting the foot benefit I expected and for the price is very disappointing.

Hoka does not have an email or an option for feedback or even to review the shoes that I bought so I'm doing it here. I have been wearing Hoka Bondi shoes for six years now and overall I'm pleased with them. I have a foot problem called hallux limitus, which is a stiff and painful big toe joint. Hoka is one of the recommended orthotic shoes that can be comfortable for this, and the Bondi is the best one because of the big toe box and also because it comes in 4E. But in truth, I believe it's really a 2E, and Hoka's width system skews narrow. Its regular D width is actually a narrow size and its 2E is a regular D and its 4E, my size, is actually a 2E. I know this because I've had many 2E shoes over the years and I know that I am a 2E (or a D with shoes that run wide). What makes it frustrating for me that Hoka runs so narrow is that for many of their shoes they do not offer a wide version and that's a shame because I'd really like to get a waterproof version of a Hoka shoe, but like most of their models, it does not come in 4E width. Also, these shoes are quite expensive, but because it's high-quality it's worth it to me. However, there's no loyalty program or membership discount (other than free shipping). As a loyal customer who regularly spends nearly $200 on a pair of shoes, it would be nice to get some kind of benefit. In short, I'm happy with my Bondi footwear, but I wish the company offered more options for someone like me.

Quick, efficient service, delivered next day, quality trainers, very pleased.

I ordered my husband new sneakers for Father’s Day. Paid for expedited, next day shipping to ensure they would arrive in time. 7 days later they still haven’t arrived and my email to customer service (written FIVE days ago) still hasn’t been unsanwered. Further, they state that if you dare to email for an update on your original complaint you straight to the bottom of the list- so am completely stuck.x
Horrible customer service. How can you flat out not deliver a package and not even reach out to the customer? And then ignore their email?

Because of the Trustpilot review, I got a response stating that I would receive no compensation and that my order was being sent back to the warehouse. Zero explanation as to why its on its way "the parcel has now been returned back to our warehouse". I made sure I was home all day on Saturday. Apparently, Hoka thinks its ok to not communicate with customers at all, respond only when they get a back trustpilot review, return parcels for no reason and offer absolutely no compensation. This is the type of company HOKA is.

I was lucky enough to have email correspondence with Leona when customer services replied to my email. Leona went above and beyond sorting out my concerns. Thank you.

I have been a HOKA customer for years, which makes this experience all the more disappointing.

I purchased a pair of HOKA Mach 6 (women's, size 5) in Hong Kong to replace my previous HOKAs, which were also a size 5 and lasted me several years without issue. These shoes saw extremely light use—just six runs (all recorded on Strava and other fitness apps) and occasional casual wear to the shops. I estimate they were worn fewer than 20 times in total.

During one of those runs, I suddenly developed a sharp pain in my heel. When I stopped to inspect the shoe, I found that the inner heel lining had completely worn through, exposing the hard plastic heel counter underneath. The exposed plastic had created a sharp edge that was cutting into my heel with every step. By the time I got home, the second shoe had begun to fail in exactly the same way.

What disappointed me even more than the product was the customer service.
I contacted HOKA by email and was asked to provide details of the purchase and photographs, which I did. I was then told I hadn't provided the required information and was asked to submit it again. After resending everything, I was informed that the issue was simply a sizing problem, despite the fact that I had replaced an older pair of HOKAs in the exact same size. The case was closed with no apology, no replacement, and no willingness to investigate further.

When I requested that the decision be escalated and reviewed, I was asked once again for the same information that already existed in the email thread. Because I no longer had the original receipt, I contacted the retailer in Hong Kong, obtained the purchase details, and sent HOKA the product code, purchase price, place of purchase, and the retailer's contact information.
Once again, I was told information was missing. I reformatted my email so that every requested detail was clearly laid out and also asked for the correct procedure to make a formal complaint. I never received a response.

Instead, I was contacted by the retailer in Hong Kong, who informed me that HOKA had changed its position. The problem was no longer considered a sizing issue—it was now deemed to be "general wear and tear," and my request for a refund or replacement had been rejected.
The changing explanations, repeated requests for information that had already been provided, lack of communication, and failure to respond to a request for the complaints procedure have left me with very little confidence in HOKA's customer service. A premium running shoe should not expose sharp plastic after such minimal use, and customers should not have to fight this hard simply to have a genuine defect properly assessed.
I expected much better from a brand I had previously trusted. Unfortunately, based on this experience, I cannot recommend either the product or the after-sales support, and I certainly will not be supporting this supposedly premium brand

I was looking forward to these boots because of their reputation for comfort and support. Unfortunately, the sizing hasn't worked for me. I ordered a UK 11, then an 11.5, but my left toe was still touching the top/front of the boot.
The boots seem well made and comfortable otherwise, but I'm having to return them and try a size 12. If you're buying these, you may want to consider sizing up, especially if you wear thicker hiking socks or have foot or ankle issues.
The returns process has been straightforward, which is a positive.

Very good service no messing and on time great service thanx

Worst website on the planet. Constantly cancels orders no matter which card, which address, which product. You buy it, it goes through, then 30 mins later it cancels. This has happened 6 times before I gave up and went to a different site. This has happened to many others online. The email says “due to billing or address issues” but that’s false.

Hoka have wonderful shoes and an absolute wonderful customer service
The Hoka brand are absolutely brilliant and make my walking life easier
The delivery DPD man never knocks on the door just throws them over the back gate even when I'm in, that's not good

I placed an order and within minutes realised it was set to ship to my old address. HOKA's own policy says orders can be cancelled within 10 minutes, so I requested cancellation straight away: in their live chat at 23:40, just 7 minutes after ordering, and again by email moments later. I have timestamped screenshots proving all of this.

It made no difference. The chatbot only pointed me to a self-service cancel button, which returned a "cannot cancel" error. Customer Service replied with the same copy-paste instructions and then went silent. Despite a clear, timely, evidenced request well inside their own 10-minute window, they dispatched the order anyway, to the wrong, old address.

DPD have told me only the retailer can change the address or recall the parcel, but HOKA simply won't engage. The address is around four hours away by car and unreachable for me, so there is a real chance my £134 order ends up in a stranger's hands.

A "10-minute cancellation" promise is meaningless if there is no working way to action it and Customer Service ignores you when you ask in time. I did everything right, within their own rules, with proof, and was left to absorb the problem. Think twice before ordering here. Avoid.

My Daughter recommended these shoes and since I suffer with Plantear Fasciitis I decided to order a pair for delivery to my local Argos. I have not been able to track these shoes. I have tried to use their "Chat" service but this does not work I have tried to register as a customer but this does not work either. Not impressed by their lack of customer service.
Your response is totally inadequate.

I made a mistake with the delivery address, my fault completely but trying to amend through the only channel Hoka allow AI was awful, no credible answer so the AI referred itself to a customer service team who would respond 1-3 days later. This was past the delivery date and i eventually received a pretty generic email 3 days later. Thankfully DPD are very helpful and the delivery was made to the correct address before the email reply from HOKA. Poor by HOKA.

Hoka always deliver fast using the reliable DPD service. When l opened the secure box there they were my M Mafate x. They fit snuggly like Hoka are renowned for. I am more than delighted with my purchase also with a discount in the sale! Excellent Hoka, thank you.

Unable to leave a review for shoes I purchased directly from Hoka. Clifton 10 shoes separated in less than 2 months which I entered a warranty claim and have been waiting 3 months for a reply. There is no way to follow up on claims. I gave up and switched to Brooks shoes over lack of customer service.

Update. July 2, 2026. HOKA did reach out to make it right. Had my claim but had not received pictures. The claim process is not great but the response to this review was swift and solves my original issue.
Took several emails but Hoka is sending a new pair of Clifton 11 after receiving pictures.

I increased from 1 star to 3. I expected better customer support. Hoka ultimately lived up to it’s warranty promise.

I now have Bondi 9, will have Clifton 11 soon. I bought Brooks Ghost Max 3 which I like. Will be comparing for knee comfort.

Shoes delivered on time and in perfect condition.
Only had them on for a short walk but in that time they exceeded expectations. Like walking on a trampoline.
Should alleviate the jarring I was feeling previously.