Reviews
This profile includes reviews for Deckers Retail, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Review Ratings
Average of 95 Customer Reviews
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Review fromRob N
Date: 07/03/2025
1 starRob N
Date: 07/03/2025
I purchased a pair of Arahi blue graphite / blue coral Hoka sneakers back in late 2024 and put them on my feet about a month ago. Within a few weeks both sneakers had worn through on the inside lining of the shoe near the heel. So I contacted Hoka spending another $25.00 in shipping to send them back as directed. Today I received a package containing the same defective sneakers with an assessment that they were not covered by the warranty as it was normal wear and tear.
They have designed expensive sneakers that wear out after a few weeks so I recommend that you don’t waste your money on Hoka sneakers. I regret the purchase and am unimpressed with their customer service. Will never buy Hoka sneakers or any Decker brand products again!
Deckers Retail, LLC
Date: 07/07/2025
We can completely understand your frustration with this matter by having your return denied after not holding up as expected. Although our warehouse team has denied this return, we would recommend reaching out to the retailer you purchased from to explore additional warranty options.Review fromShawn W
Date: 06/05/2025
1 starShawn W
Date: 06/05/2025
I received a gift from someone and called to have the gift exchanged. It's been over a month and I'm having an issue getting a resolution to have the exchange or receive my merchandise back.Deckers Retail, LLC
Date: 06/09/2025
We know how important it is to stay updated on the status of your return order. Rest assured that our warehouse team is working to get your return processed as quickly as possible. Keep in mind that our return timeline can vary seasonally. Once your return has been processed, you will receive email confirmation to keep for your records. Thank you for your patience and understanding.Review fromSujith S
Date: 06/04/2025
1 starSujith S
Date: 06/04/2025
I purchased the Hoka Bondi 8 from hoka.com for around $170, expecting high quality and durability, especially considering the price and the brand’s reputation. As a registered nurse, my spouse used these shoes strictly for professional purposes—no outdoor or recreational use.
Unfortunately, after just 10 months of regular use, the shoes began to tear and break down, which is extremely disappointing for a product marketed as premium. I reached out to the product warranty team, but they declined my claim, stating the issue was due to "normal wear and tear." Frankly, this response is unacceptable given the price point and limited usage.
This experience reflects poor manufacturing quality and unsatisfactory customer support. I expected much more from Hoka. I won’t be purchasing again, and I would advise others to reconsider before investing in this product.Deckers Retail, LLC
Date: 06/05/2025
Thank you for taking the time to reach out to us. We’re sorry to hear about your recently denied return. We know how disappointing this matter can be. A member of our team will be reaching out to you via email to follow up with you.Review fromChristine C
Date: 05/27/2025
1 starChristine C
Date: 05/27/2025
I bought a pair of Hoka Stinson. I rarely buy myself anything expensive/.name brand of quality that costs more than $60-$75 for a pair of shoes, but I saw that these shoes were on clearance for $119, and since it was Christmas and all…I went back and forth for a week or so and finally bought them. I saved them in my closet for close to a year or so bc I already had my Saucony and was waiting for those to wear down, but would pull my Hokas out here and there and walk around the house with them, admiring them. My very first Hokas! I waited until my Saucony were down, so I could finally wore my very first (expensive) Hokas. The heels sank down and felt weird after about a week, but I thought that’s how they’re supposed to be made, so I kept wearing them. By about 2 months in, my heel pain was getting worse. I switched out shoes and they got better. I put the Hokas back on and the heel pain came back- they hurt so bad that I can barely walk without pain. I called Hokas and they cannot help me in anyway at all bc I hadn’t worn the shoes within a year of purchasing them. I’m so sad. I paid $119 plus tax and I was saving them until my Saucony wore down to wear the Hokas. I never knew that Hokas could be so bad and could cause me such pain to wear my heels hurt so bad that could barely put any pressure on my feet. This is only after about 2 months of walking in them. The heels of the shoes just kept sinking more and more each time and after 2 months, they are causing me sooooooo much pain. I just want to cry. All that money and now I have pain in my heels. I should have known better at the beginning, but I thought maybe if the heels sink, it takes pressure off them. Maybe it’s new technology. These were my most expensive shoes, yet THE WORST QUALITY I have ever worn. I’m out $119 plus tax and now have painful in both heels. TERRIBLE SHOES!! Now, I’m praying the pain will eventually go away. Back to Saucony. No more Hokas. So expensive and so much pain.Deckers Retail, LLC
Date: 05/28/2025
Oh no, we’re sorry to hear that your HOKA Stinson shoes didn't offer you the comfort you were looking for. We know how disappointing this situation would be to us and we would be happy to explore available options with you. A member from our team will be reaching out via email to further discuss this matter with you.Review fromMeiyun S
Date: 05/23/2025
5 starsMeiyun S
Date: 05/23/2025
1. I purchased Clifton 9, size 8 in October, 2024 from local Dick’s. It is well within HOKA’s one year warranty time. However after Hoka received my returned shoes, it did not honor one year warranty. It claimed my shoes out of warranty time.
2. Hoka said my shoes’ discoloration was water damaged but they had never been damaged. The discoloration according to HOKA’s Questions and Answers on its website, is due to the wool contained in its material. In 2025, I can no longer find the information, which is deleted from its website. The discoloration is the material defects. Wearing Hoka also makes my feet feel like burning. It maybe the wool factor.
3. I spent including shipping fee $300.00, but have a pair of shoes that I can not wear. HOKA asks me to buy a second pair instead of taking care of my shoe problems.
4. The handling of my shipped back shoes was very rough. My original shoe box and receipt were confiscated. I asked a few times either no answer.
I hope Hoka customer care team take care of my complaint seriously and quickly.Deckers Retail, LLC
Date: 05/26/2025
Thank you for taking the time to bring this matter to our attention. We’re sorry to hear about the issues faced while trying to return your Clifton 9 shoes to us. Our team would like to follow up with you regarding this matter via email to further discuss your concerns. Please keep an eye out for an email coming from a member of our team.Review fromJulie M
Date: 05/23/2025
1 starJulie M
Date: 05/23/2025
I purchased a pair of Clifton 9 Hoka's in March of 2025. The sole started to peel off the shoe in April of 2025, so I submitted a warranty return since Hoka offers a one year warranty from date of purchase. I spent the $34 to ship them back to the Company along with my purchase receipt verifing my date of purchase. I received a generic letter back and my original shoes stating "it's outside of the warranty period and not covered". Do not waste your money with this Company, they will only rip you off with defective product.Deckers Retail, LLC
Date: 05/26/2025
We’re sorry to hear that the longevity of your HOKA shoes did not meet expectations. We completely understand how disappointing this matter can be, and our team would be happy to explore available options with you. A member of our team will be in contact with you via email shortly.Review fromOlivia K
Date: 05/17/2025
1 starOlivia K
Date: 05/17/2025
I purchased bondi 9 on February 6 2025 and received product on the 11th. After 2 and half month of wearing product the side of shoes was torn. I submitted warranty claim on April 26th and shipped the product back paying extra for shipping. After couple weeks, I received my shoes back with a letter saying product was purchased more than a year ago and it's not covered by warranty. WONG. I had a live chat with customer service and I thought they might hired a parrot. They are just repeating same words that their warranty department team evaluated the product and resulted it's not a defect. How is 2.5 month of wearing a sneakers make a huge tear on the side if it's not a defect? Very disappointed and regret that i bought every single one of my family member a hoka. It's not a cheap brand. I expected better quality from them. Dont recommend this company.Deckers Retail, LLC
Date: 05/19/2025
We appreciate you taking the time to bring this matter to our attention. We’re sorry to hear about your denied return, this is certainly not the impression we want to provide to our customers. Our team will be reaching out to you via email regarding this matter.Review fromSamantha H
Date: 05/10/2025
1 starSamantha H
Date: 05/10/2025
i was recommended by my doctor to purchase the hoka arahi 7s to help with my disability. i bought some from dicks sporting goods. I had owned these shoes for just under 3 months before the soles started peeling off. I was told by dicks to go through hokas warranty, which included me paying for shipping to send my shoes & receipt of purchase to decker brands for review. after 2 weeks my shoes were returned stating my 1 year had lapsed & was denied a warranty claim. that was incorrect. i called hoka & was told to go through the process again. after explaining that the failure of them to accurately read a receipt should not fall on me i was told to email pictures of my shoes & they would send me a prepaid postage. i then had to email 3 additional times and call again, i was told again they had approval from the manager & would receive my prepaid postage that day.
i then received an email stating they could not send a prepaid postage bc the product was bought through dicks sporting good and explained how to go through the typical process. so again, someone not accurately reading or simply choosing to disregard they were in the wrong.
when i tried to email back again explaining the problem that i had already discussed 2x prior, i received no answer. i tried to call but the phones were disconnected.
i have still yet to receive a phone call or email response.
it is absolutely ridiculous to have already purchased quite expensive shoes to have them fall apart within 3 months, to then go through the correct process of requesting a warranty claim & having it incorrectly denied, then have the burden of having to spend more money because of the employee's incompetence.
my next doctors appt i will be informing them on not only the terrible quality of the shoes but the horrible customer service. i will not be purchasing any further products from decker brand and have bought another brand to help with my disability.Deckers Retail, LLC
Date: 05/13/2025
We’re sorry to hear about your recent warranty experience. We can understand how upsetting this matter has been for you and we would like to explore available options with you. A member from our team will be in contact with you via email regarding this matter.Review fromJohn P
Date: 04/30/2025
1 starJohn P
Date: 04/30/2025
Good product poor customer service. We received a defective product and the hoops you have to jump through to return it and to get something new is ridiculous. The company doesn’t treat customers with respect but with suspicion and blame. It’s too bad because it’s a good shoe.Deckers Retail, LLC
Date: 05/01/2025
Thank you for taking the time to bring this to our attention. We certainly didn’t mean to cause any added frustration with our warranty return policy. We would be happy to discuss this matter with you and a member of our team will be in contact with you via email as soon as possible.Review fromSummer S
Date: 04/17/2025
1 starSummer S
Date: 04/17/2025
I was denied my one year warranty on shoes that were a couple months old where the tread was falling off onto two pairs of them ordered the same time. Shoes are practically brand new and have no wear and tear on them I was told that it was nothing I can do after it’s gone to warranty and they deny it that is fraud.Deckers Retail, LLC
Date: 04/21/2025
Thank you so very much for your contact Summer. That clearly does not sound ideal. It appears that one of our team members is currently assisting you through the MBX email inbox. Please feel free to respond to the most recent email in that thread for continued assistance regarding this issue.
HOKA Customer Care Team
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