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
- 564 total complaints in the last 3 years.
- 255 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:02/10/2025
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.
Ordered Shoes from HOKA, shipping status has been at "label created" for 8 days. I was told on Friday February 7, that on the 8th day HOKA could re-ship my order. Today I chat with HOKA and was told that I would need tow until the 13th and it would be a refund. Why should I have to place another order when HOKA could re-ship my package. HOKA trold me on the 7th that Fed Ex was given my package. I called FED Ex and they don't have my package. HOKA is giving me the run around.
Business Response
Date: 02/14/2025
Thank you for reaching out to us regarding this shipment issue with FedEx tracking 44*********4 on order NA*******8. We know how frustrating it can be to not receive items when expected. Because we are not seeing any movement beyond the initial label creation we have sent a task to our processing teams regarding your order shipment.
Please be aware, due to the automated nature of our systems this may result in a refund being issued to the original form of payment. You should receive an email from our processing team within 1-5 business days with additional details. We apologize for the shipment issue and greatly appreciate your patience with this process.
Feel free to reach out to us here on BBB or directly at [email protected] with your BBB ID #22920861 if you have any further questions.
HOKA Customer Care TeamCustomer Answer
Date: 02/14/2025
Complaint: 22920861
I am rejecting this response because: i just want order shipped not refunded.
Regards,
E***** ********Business Response
Date: 02/18/2025
We are again very sorry about the issue with your pair not shipping. However, it is our processing protocol in these instances to issue a refund as a replacement item may not always be available. We would advise placing a new order once your refund has been processed and would happily offer you a 10% discount on a replacement pair.
Our systems are showing your refund has been applied in the amount of $152.69 USD back to your original form of payment. Please allow 3-5 business days for funds to process.
We have also notated the 10% discount offer on your account so you should be able to have that 10% applied by placing an order with the Customer Care team or retroactively by providing the order number to the Customer Care team after order placement. Thank you so much for your understanding.
HOKA Customer Care TeamInitial Complaint
Date:02/10/2025
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.
Ugh
Let me start by saying I for decades have been a huge ugg lover I get a new pair every year and try your new styles. But this one interaction with you company has made me pull a 180 around to the idea of switching to a brand like Ugg australia since 1974
First time I contacted customer service I explained that I purchase the uggs wore then a handful times and the stitching was falling apart.Never out of all my pairs even my older ones had that happen. She let know since it was over a year since purchased I can no longer jus t get another pair but because they were in great condition( tags and stickers still on the sole) they would just email me a credit to get another on the site. I would have to pay to ship them to the return. I did and for weeks no update. I reached out multiple times and the latest time they told me they were going to issue a manual credit to my email it would take a couple days.(they assured me).I didn't receive an email back until my shoes were shipped returned to me. They were just thrown in the box without the original box i had shipped it within the other box. They have a glue spot from the packing( who knows what from) now because they weren't protected. I now have stitches coming undone and dark spots in front of the boots. Then I get an email saying the reason for return .... they were out of the 1 Year window . Are you kidding me they knew that the whole time that's why i was told to ship them out for a credit !!!!! Now I have worse shoes then when i sent them and down the money I wasted to ship them. I have screenshots of my customer service conversations. This was the worse experience I've had with any company let alone one that ive spent Hundreds and hundreds of dollars on. The quality seems to declined and so have the companies standards/ customer service.Business Response
Date: 02/10/2025
Thank you for contacting us regarding this issue with your pair sustaining additional damage during return item reshipment on warranty evaluation RA*******2_RCRT. We know it would be upsetting if this happened to us, and we apologize for the frustration.As a one-time courtesy our team will be more than happy to start a photo evaluation of your item. 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 quickly.
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.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22917056 to verify the requested information.
UGG Customer Care TeamCustomer Answer
Date: 02/11/2025
Complaint: 22917056
I am rejecting this response because:I have Emailed back. Waiting to hear back from brand with next steps going forward . Looking forward to their reply
Regards,
V****** *********Business Response
Date: 02/13/2025
Thank you for letting us know that you are in communication with our email team. We have been informed that a resolution has been reached, and a replacement order NA*******4_EA_CS has been issued to you. Thank you so very much for your patience with this process. We hope that you have a wonderful rest of the week!
UGG Customer Care TeamInitial Complaint
Date:02/10/2025
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 ordered a pair of boots on 1/13/25. I got the boots on 1/15/25 and they were damaged. I immediately contacted Ugg and was told to send in a picture of the boots via email which I did. I was told that I would get a refund once the boots came back. A few days later I called back because my new order hadn’t arrived and found out the agent processed my return as an exchange. The agent that I spoke to pulled the call and verified I was told a lot of wrong information. The agent told me that the warehouse was backed up and if I didn’t receive any communication by 2/4 to call back because it can be processed as a refund at that time. I called back and the new agent stated she processed my return and I would get a refund the next day. I waited TWO DAYS and called back. That agent told me the previous agent gave me wrong information yet again and I should have my money back by Friday. Today is Saturday and I called today and was told that it’s going to be another 30 days! Ugg has had my return since 1/21/25 and I need my money back now! It’s always a different story when I call and someone needs to call me. I’m being told that no supervisors can take calls and I am fed up!Business Response
Date: 02/14/2025
Thank you so much for reaching out to us regarding this issue with your return on order NA3******2. We know it can be frustrating when processing and verification takes longer than expected and apologize for the extended timeframe. Our systems are showing your item was received by our warehouse on 01/21/25. Due to higher volume at this time our warehouse team is given 30 days from warehouse receival date for verification and evaluation purposes. Once the warehouse team has physically verified your item you should receive an email from that team with additional details.
UGG Customer Care TeamCustomer Answer
Date: 02/14/2025
Complaint: 22916329
I am rejecting this response because: every single representative I have talked to has given me false information. The higher volumes have nothing to do with me. I returned the product the same day I got it. I would have never placed another order had I known this is the service I was going to get.
Regards,
K******* *********Business Response
Date: 02/24/2025
We are sorry to hear that you are rejecting this information. We are happy to
inform you that our processing team has successfully processed your request and
issued a refund of $150.00 to your original form of payment on February 22, 2025,
for return NA3******2_EX. You can expect this amount to reflect in your account
within 3-5 business days. Additionally, an email with further details has been
sent to you regarding this matter.
We hope this information proves
helpful.
UGG Customer Care TeamInitial Complaint
Date:02/10/2025
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.
My husband ordered a pair of shoes from Hoka online 10/24/2024. I recommended the brand which I will NO LONGER DO. He then noticed a few months later that the sole was pealing at the bottom and sent them back in since they had a 1 year warranty. They were returned and not fixed and a new order was not provided. No refund offered and he called Customer Service today 2/7 only to be told they couldn't provide him an answer as to why the warranty wasn't granted and they understood it was frustrating and couldn't reverse the decision or make any offer to assist a customer. Poor quality product and poor customer service while selling product at high cost. I have a pair of Hoka's that are getting hold and will no longer repurchase the brand.Business Response
Date: 02/10/2025
That is unfortunate to hear about the issue with the tread coming off on your Clifton 9 GTX pair, our apologies for any disappointment. We know that we would also be upset if that happened to a new pair within a short timeframe. Our systems are showing that your return evaluation for order NA3******2 was denied under warranty by our warehouse team.
Our team will be more than happy to take another look by starting a 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 quickly.
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.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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 # 22914358 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/10/2025
Complaint: 22914358
I am rejecting this response because:Im trying to understand why this vendor is being difficult with resolving the issue. It seems to me that they want to exhaust the customer with a run around instead of offering a simple solution] I tried to upload photos but I received an error that the photo is too big.
Regards,
C****** *****Business Response
Date: 02/11/2025
We are very sorry to hear you are having difficulty uploading the images to the email. We can assure you that our intention is not to be difficult at all. We are trying to see what options we may have in hopes of resolving this issue for you. In order to do this, we do need photos of the item to evaluate. We highly recommend sending the pictures in a smaller file size, so they are not too big for our [email protected] inbox.
Thank you so much for your understanding.
HOKA Customer Care TeamCustomer Answer
Date: 02/20/2025
Close this out.Initial Complaint
Date:02/05/2025
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.
See attached warranty complaint in Word.
Clifton 9 shoes purchased June 2024. After wearing 15-20 times the sole started coming apart (see picture). I loved the shoes otherwise however, this would have caused and uneven stride if the loose piece of the sole came off and could have created a trip hazard. I contacted the company sent pictures (see attached) and verified the date of purchase. I received a shipping label from the company to send them back and one of the three customer service reps I spoke to (all of whom were very nice but the company kept losing my emails with the photos) said this should be a covered issue and I should receive a credit to purchase a new pair of shoes.
Two weeks later I receive a standard “form” letter back advising me that my claim was being denied because it was beyond the one year warranty period and because of "normal wear and tear" and "water damage". Thinking an error may have been made I contacted Hoka and asked to speak to a supervisor. I was not given a chance to speak with a manager but a customer service representative named "Camella" reiterated why the claim was denied and said she understood the letter had some incorrect information in it (about the warranty expiring) but the wear and tear excused them from honoring the warranty claim.
I paid $150.00 for these shoes. You can see the pictures for yourself and reach your own conclusions about how worn or not worn they look to you. I only wore these shoes 15-20 times. They were never in water apart from a few times in rain. It is 100 % clear we are within the warranty period and that a form letter was sent to reject my claim with no thought given to the date of purchase or any explanation for the clearly visible defect. It is also apparent they send a form letter to many/all customers that simply denies warranty claims with no regard for checking whether the warranty period was even valid. This is a deceptive and unfriendly approach to the customer.Business Response
Date: 02/06/2025
Thank you so much for bringing the scenario with the NA*******2 warranty evaluation denial on your Clifton 9 to our attention. Our team will be happy to take a second look and begin a photo evaluation of your item as a one-time courtesy. Even if you have provided it before, please verify the requested information in the format shown below to the email provided to get started. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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 # 22903778 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/06/2025
I sent a response to their questions (all of which have been previously answered). Please forward that response to the company. I prefer to work with, and include the BBB because in the past their responses were often delays by days or weeks and they lost emails hat were sent to them.
Thank you very much for your assistance.
G*** *** *******
Customer Answer
Date: 02/06/2025
Complaint: 22903778
I am rejecting this response because: the company asked me to contact them and via a Facebook message to reconsider my claim. I called them today and was advised by their CSR the Facebook messenger was an automated message sent from PR and they had no intention of re-evaluating my claim. Also they already have all the information they just requested from you. I gave that information when I first submitted my claim. I gave it to you today to please forward to them again.They have standard letter they send to warranty consumers denying the claim based on time lines even though my claim (and others posted on social media) just to get rid of the complaint. In a similar way if a consumer posts on their website, they quickly post an automated response saying they will help the consumer with their shoes and complaint but I was advised today that's just an automated response they have no intention of honoring. What it may be accomplishing is to send a message to other consumers that the company is a good steward and responsible corporation when in fact they have no intention of re-looking at the claim.
In my view these are deceptive trade practices that lead consumers astray. Without the BBB following up my claim, and more importantly other consumers who really cannot afford to throw away $150 on shoes, will be treated wrongfully on their warranty claims.
Regards,
G*** *** *******Initial Complaint
Date:02/04/2025
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.
We sent our shoes back due to the bottom of them coming off the sole of the shoe. The letter we recieved back from the company stated our warranty claim was denied due to the product warranty period has expired. We purchased these Hoka shoes 8/14/2024 . It states that they are under warranty for a year from purchased date. The fact that the soles of the shoes are falling off, should be enough to cause a warranty to be approved.Business Response
Date: 02/05/2025
We appreciate you contacting us regarding the situation with your retail warranty evaluation on your daughter’s Bondi 8 being denied by the warranty department. Our team will be more than happy to start a 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 quickly. 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.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22898442 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:02/03/2025
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.
Purchased HOKA shoes from Dicks Sporting Goods on August 27th, 2024. I started wearing them mid September 2024. Dicks Sporting Goods an accepted and reputable reseller of the brand. My the fabric of the left shoe is tearing ripping apart from the rubber. I submitted a warranty claim to HOKA since they were bought within the past year and they denied the claim due to "normal wear and tear". Since when has the fabric ripping off the rubber of the shoe within 4 months of wearing them been considered "normal wear and tear"? It is absolutely not normal for a 4 month old pair of shoes to be doing. I called HOKA customer service and they were no help due to the supervisor saying they were a separate entity from the warranty department. I asked for a phone number of the warranty department, I was told they don't have one. I asked for an email, I was told they don't have one. I want my money back for the shoes since the warranty department is obviously not knowledgable in what is normal wear and tear. If they think that is "normal wear and tear" I want my money back so I can buy new shoes that won't tear apart in 4 months.Business Response
Date: 02/04/2025
We appreciate you contacting us regarding your Gaviota 5 pair lasting less than 6 months and would be happy to take another look. Our team will gladly start a 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 quickly. Please verify the requested information in the format shown at the email address provided. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.Please reach out to us directly at [email protected] with your BBB ID # 22892799 to verify the requested information.
HOKA Customer Care TeamInitial Complaint
Date:02/03/2025
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.
Teva shoes are made with manufacturer defects. The bottoms of the shoes separate with light use before even a year has passed since purchase. I have had this happen and Teva is un willing to provide or uphold a warranty process. The guided me to send the shows in for warranty and made me pay the shipping personally for their defect and then they had the nerve to deny such an obvious claim.
Customer service and supervisors at Teva are telling me there is no communication or accountability possible with warranty departments so I am filing a claim for their failure to protect consumers as required in the United States.
Take their business somewhere else if they plan to make junk shoes and not stand behind a warranty !Business Response
Date: 02/04/2025
Thanks for contacting us regarding the scenario with the warranty evaluation on your Tusayan boots on site purchase NA26785275 being denied. Our team will be happy to take a second look and begin a photo evaluation of your item as a one-time courtesy. Even if you have provided it before, please verify the requested information in the format shown below to the email provided to get started. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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 # 22884924 to verify the requested information.
TEVA Customer Care TeamCustomer Answer
Date: 02/11/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22884924, and find that this resolution is satisfactory to me.I just received the replacements as promised and also the tracking updates this time as well. Customer service was as it should have been after filing the claim. I still don’t agree that Teva makes customers pay return shipping on goods which fail within the first year. I hope the bottoms don’t fall off of these replacements within a year!? Otherwise I appreciate the support from the BBB very very much!
God bless our consumer protection agencies.
Regards,
N******* *****Initial Complaint
Date:02/03/2025
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 Women's Clifton 9 sneakers in September 2024 and contacted Hoka customer service to report that the sole was separating from the shoe. These shoes are worn SOLELY in my home as I have dedicated sneakers (another pair of Clifton 9s might I add!) to wear outdoors. My outdoor shoes are perfectly fine. I have owned Hokas for years and when these shoes began to fail at 4 months old, I knew it was a manufacturer defect. I submitted the attached pics to Hoka and was told "yes these are a manufacturer's defect" and was provided a prepaid return label to send them back and assured I would either receive a refund or replacement. Today I received the original shoes back with a denial letter stating that "the brand warranty period on this product has expired." This is FALSE. I contacted customer support who directed me to re-submit the warranty claim but has refused to send me a prepaid label since my original claim was "denied." This is outrageous. My claim was wrongly denied as I am WELL within the warranty period. It's doubly offensive that Hoka will gladly accept thousands of dollars from me over the course of my tenure with the brand buying shoes for my entire family but will challenge me over a $7 prepaid label. Hoka, if you are interested in maintaining any modicum of brand integrity, you will replace these shoes or fully refund me.Business Response
Date: 02/04/2025
Thank you so much for bringing the scenario with the NA31060736 warranty evaluation denial on your Clifton 9 to our attention. Our team will be happy to take a second look and begin a photo evaluation of your item as a one-time courtesy. Even if you have provided it before, please verify the requested information in the format shown below to the email provided to get started. Once your information has been evaluated, our team will follow up with you.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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 # 22887816 to verify the requested information.
HOKA Customer Care TeamCustomer Answer
Date: 02/05/2025
Complaint: 22887816
I am rejecting this response because:I have sent a very detailed email to the business with all requested information from their response - even though I have provided this previously. I am sharing those photos here and a screenshot of my purchase receipt with my PII obscured but I am happy to send the full receipt to BBB; just let me know. Thank you so much for being a resource for the consumer.
Regards,
****** MBusiness Response
Date: 02/06/2025
Hello again ******,
We are sorry to see that you are rejecting this response and can see that you have been in contact with us via email. Great news! The team that handles these type of issues has let us know that they will be sending a replacement pair to you in this instance. Keep an eye out for an email from that team with more details.We hope that you have an amazing day!
HOKA Customer Care TeamCustomer Answer
Date: 02/07/2025
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 22887816, and find that this resolution is satisfactory to me. The business is providing a replacement, honoring the terms of the warranty.
Regards,
****** MInitial Complaint
Date:02/03/2025
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 Hokas 11/27/24 for $140 at a local store. I wore them twice around my neighborhood, but they were uncomfortable. I knew Hokas had an online return policy, so I returned them on 12/19/24 using USPS for $19.14. On 1/21/25 the shoes were returned to me with a denial for "wear and tear" and that they were purchased over a year ago. I used their online chat to try to discuss this with them since their return policy says shoes returned within 30 days and new or used can be refunded. They couldn't help me because they didn't have access to the "specialist" department that makes those determinations or transfer me to that department. They said, " We do recommend taking a light jog or walk to test out the shoes. However, please keep in mind that returning damaged shoes due to wear and tear or water damage may not be eligible for a refund/exchange or warranty claim." The site states the return policy:
"To be eligible for exchange or return, your product must meet the following criteria:
Be an authentic HOKA product
Received from our site or another authorized online retailer within the last 30 days*
Purchased at an authorized local retailer within the last 30 days*
Be sent back as a complete pair
Item can be new or used
Try them out, that's what our 30-day Guarantee is all about (60 days to test flight if you're a HOKA Member). If they're not what you're looking for, and meet the above criteria, send them back to us for an exchange or return.
*HOKA Members are eligible to return items within 60 days
If your product does not meet all of the above criteria, it may still be eligible for a return under our warranty policy. Please refer to our warranty policy HERE."
I met all the above criteria, so the warranty policy should not apply (or so it seems from this text), even though the shoes were lightly worn - some darkening of the soles from the street. I hope my documents are attached, it looks like they may not have.Business Response
Date: 02/04/2025
Thank you so much for contacting us regarding the situation with your retail warranty evaluation on your Bondi 8 being denied by the warranty department. Our team will be more than happy to start a 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 quickly. 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.
Name:
Email Address:
Telephone:
Complete Shipping Address:
Name of Item:
Model of shoe (S/N):
Color:
US Size:
How often is this product used?
Where was the item purchased?
When was the purchase made?
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. If proof of purchase is not included the item will be evaluated by the manufacturing date which could exceed our one-year warranty.
Please reach out to us directly at [email protected] with your BBB ID # 22887524 to verify the requested information.
HOKA Customer Care Team
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