Sorry to say I need to post a negative review and bad experience with this company. I purchased the shoes in June 2024. After wearing them 15-20 times the sole started coming apart on the bottom of the shoes (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 and sent pictures in of the defect. I also verified the date of purchase so it was clear I was well within the one year warranty. I got a shipping label from the company to send them back and one of the three customer service reps I spoke to said this should be covered 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 for two reasons:
1. It was beyond the one year warranty period
2. Second, it was being denied 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. A customer service representative named "Camella" re-interated 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 helping me.
I paid about $150.00 for these shoes online from the company. 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's 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 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 a customer wo paid a significant amount of money for a pair of shoes that after minimal use came apart at the sole.
Buyer beware this company has not stood behind this product for this customer. I'll also post the ridiculous form letter.
Gary