Hoka Reviews 

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.

I purchased hoka trainers due to my nhs podiatrist recommended...I'm so glad I bought them I removed the insoles in the trainer and put in my orthotics ...just wow .....also makes me look taller 🤣🤣 highly recommend

No real person contact possibilities for customer services
When I ordered my money was taken then I was emailed to say the trainers were out of stock - so they take your money then tell you the order isn’t available. Ordering online is crazy system
AI can’t deal with that query of course

Easy ordering service. Delivery within a couple of days, Tracking information was excellent and package arrived on time, Would definitely order from this company again and recommend.

First time purchasing, I should have bought a larger size, otherwise I am extremely happy they look great.

most impressive is your tool to measure feet correctly and give the best option for shoes.
I had trouble with leg for long time when specialist in hospital advised me your shoes. after one week problem gone and never came back.
you trully are way above all the others.

HOKA Refused to Take Responsibility for a Lost Package

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

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

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

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

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

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

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

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

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

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

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

The delivery driver was exceptionally courteous.