Satisfied customer
The delivery of the item was fast, packaging superb and quality was topnotch.
Olubunmi Dada
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H
Hoka is an online company. Based on 120 reviews on TrustPlane, it has an average rating of 3.6 out of 5 stars. Last reviewed February 27, 2026.
Customer Reviews
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120 reviews
Satisfied customer
The delivery of the item was fast, packaging superb and quality was topnotch.
Olubunmi Dada
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Great Shoes, Terrible When It Matters Most
In December 2025, I purchased two pairs of sneakers through Hoka's website — one for myself and one for my son. By late January, my Gaviota 5's began to delaminate. Recognizing this as a manufacturing defect, I filed a Warranty Claim through Hoka's official warranty link and specifically requested an exchange.The process was tedious but I complied with every requirement: photos of the defective area, interior tags, side and top views of both shoes together, and sole photos. After jumping through every hoop, I received a refund — not the exchange I had clearly requested.When I returned to Hoka's website, the Gaviota 5 was no longer available in my size and color. The Gaviota 6 was available, but priced $40 higher than what I originally paid. I called customer support hoping for a reasonable resolution, and instead was told the problem was mine — that I had "set up the return wrong" and should have gone through the standard return process rather than the Warranty department, since I was within the 60-day member return window.To be clear: my shoes were defective. A warranty claim was the appropriate path. I didn't think twice about it, nor should I have had to.I asked if Hoka could make a one-time price adjustment so I could purchase the Gaviota 6 at the price I paid for the G5’s — a simple goodwill gesture given the circumstances. I was denied. I asked to escalate to a supervisor, who I was told could not help me either.I work in a customer service-based industry, and I understand that how a company handles problems matters more than the problems themselves. Hoka failed at every step of this process — the outcome, the tone, and the accountability. I hope this review helps others make an informed decision before spending their hard-earned money here.
GABE
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Great Shoes, Terrible When It Matters Most
In December 2025, I purchased two pairs of sneakers through Hoka's website — one for myself and one for my son. By late January, my Gaviota 5's began to delaminate. Recognizing this as a manufacturing defect, I filed a Warranty Claim through Hoka's official warranty link and specifically requested an exchange.The process was tedious but I complied with every requirement: photos of the defective area, interior tags, side and top views of both shoes together, and sole photos. After jumping through every hoop, I received a refund — not the exchange I had clearly requested.When I returned to Hoka's website, the Gaviota 5 was no longer available in my size and color. The Gaviota 6 was available, but priced $40 higher than what I originally paid. I called customer support hoping for a reasonable resolution, and instead was told the problem was mine — that I had "set up the return wrong" and should have gone through the standard return process rather than the Warranty department, since I was within the 60-day member return window.To be clear: my shoes were defective. A warranty claim was the appropriate path. I didn't think twice about it, nor should I have had to.I asked if Hoka could make a one-time price adjustment so I could purchase the Gaviota 6 at the price I paid for the G5’s — a simple goodwill gesture given the circumstances. I was denied. I asked to escalate to a supervisor, who I was told could not help me either.I work in a customer service-based industry, and I understand that how a company handles problems matters more than the problems themselves. Hoka failed at every step of this process — the outcome, the tone, and the accountability. I hope this review helps others make an informed decision before spending their hard-earned money here.
GABE
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Ordered shoes online and got…
Ordered shoes online and got confirmation when it was going to be delivered and when shoes were dispatched, got a time slot of 1 hr for delivery time very good
Zs borad
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Ordered shoes online and got…
Ordered shoes online and got confirmation when it was going to be delivered and when shoes were dispatched, got a time slot of 1 hr for delivery time very good
Zs borad
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terrible customer service
terrible customer serviceasked me to return my 170 pound shoes as the elastic snap broke, ive received tracking and delivery confirmation and have receipts but somehow they are saying they never received them and they will not be able to do anything further - surely this is their responsibility as i have proof of delivery, have now just lost a 170 pound pair of shoes for nothing. Horrendous. Will not be purcashing anymore again and consistently bought shoes from them - never again.
HJI
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terrible customer service
terrible customer serviceasked me to return my 170 pound shoes as the elastic snap broke, ive received tracking and delivery confirmation and have receipts but somehow they are saying they never received them and they will not be able to do anything further - surely this is their responsibility as i have proof of delivery, have now just lost a 170 pound pair of shoes for nothing. Horrendous. Will not be purcashing anymore again and consistently bought shoes from them - never again.
HJI
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Great service.
Great service.
LORRAINE
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Great service.
Great service.
LORRAINE
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HOKA+UPS = lost shoes we paid for shoes we did not receive
Unfortunately, the frontline is not empowered to resolve my issue. Just puts me on hold for long periods of time while trying to get someone else to resolve my issue. We bought a pair of shoes from HOKA in December as a gift for our daughter, we did an exchange in early January, UPS lost the shoes, HOKA did not accept responsibility said go to UPS as they lost the shoes, UPS created a claim, UPS did not find the lost package, and UPS says they paid the $100 claim to HOKA because they are the shipper that created the label. We paid HOKA $130, UPS paid HOKA an additional $100, and we have no shoes. On 02/11/2026, HOKA said they would escalate and I would get a response in 3-5 business days. It never happened. I came back 15 days later and there does not seem to be a record of the escalation. Therefore, I was promised a response in 24-48 hours. For the cost of your shoes, I have expectations and HOKA is missing the mark by a longshot. My wife gave in and was going to buy the shoes again, but they would not honor the original sale price after putting us on hold. I put my foot down and demand they send the shoes we paid for and attempted a "free exchange." They refunded the money after this review. They said the shoes we wanted were no longer available.
Barry Wilson
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HOKA+UPS = lost shoes we paid for shoes we did not receive
Unfortunately, the frontline is not empowered to resolve my issue. Just puts me on hold for long periods of time while trying to get someone else to resolve my issue. We bought a pair of shoes from HOKA in December as a gift for our daughter, we did an exchange in early January, UPS lost the shoes, HOKA did not accept responsibility said go to UPS as they lost the shoes, UPS created a claim, UPS did not find the lost package, and UPS says they paid the $100 claim to HOKA because they are the shipper that created the label. We paid HOKA $130, UPS paid HOKA an additional $100, and we have no shoes. On 02/11/2026, HOKA said they would escalate and I would get a response in 3-5 business days. It never happened. I came back 15 days later and there does not seem to be a record of the escalation. Therefore, I was promised a response in 24-48 hours. For the cost of your shoes, I have expectations and HOKA is missing the mark by a longshot. My wife gave in and was going to buy the shoes again, but they would not honor the original sale price after putting us on hold. I put my foot down and demand they send the shoes we paid for and attempted a "free exchange." They refunded the money after this review. They said the shoes we wanted were no longer available.
Barry Wilson
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Footwear was delivered so quickly…
Footwear was delivered so quickly ...Brilliant!
Rosemary Woods
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Footwear was delivered so quickly…
Footwear was delivered so quickly ...Brilliant!
Rosemary Woods
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Excellent service
Excellent service. The trainers fit well and are very comfortable.
VALAPPIL MENON
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Excellent service
Excellent service. The trainers fit well and are very comfortable.
VALAPPIL MENON
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Easy purchase and prompt delivery
Easy purchase and prompt delivery. First purchase discount too. Very comfortable but I bought 2 sizes bigger as a wide option was not available.
AS MacAden
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Easy purchase and prompt delivery
Easy purchase and prompt delivery. First purchase discount too. Very comfortable but I bought 2 sizes bigger as a wide option was not available.
AS MacAden
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Not able to return
Good shoes, shitty company. They don’t answer emails and it is impossible to return shoes (that were too narrow for me), because the return portal is not available and when you click at the link - you get transferred to the starting page again. I’ve been trying to reach them by email for more than a week now and I only get AI-written emails that I should be assured that they will contact me soon! 😡
Nadja Linder
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Not able to return
Good shoes, shitty company. They don’t answer emails and it is impossible to return shoes (that were too narrow for me), because the return portal is not available and when you click at the link - you get transferred to the starting page again. I’ve been trying to reach them by email for more than a week now and I only get AI-written emails that I should be assured that they will contact me soon! 😡
Nadja Linder
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Cite this page
According to TrustPlane, Hoka has a 3.6/5 rating based on 120 verified reviews as of February 2026. Source: trustplane.app/company/www-hoka-com