HOBIBEAR.COM

Hi, Thank you for taking the time to share such detailed feedback. We’re sorry that the sizing and return process became so frustrating, particularly when the size received was not what you expected and the return required several rounds of communication. We’re glad our team was at least able to respond to your emails promptly and arrange a UK return address, although we understand that the overall experience still fell short of what you expected. Your comments regarding sizing, return costs, product fit and the clarity of our website information have all been noted and will be shared with our team for review. We appreciate the honest feedback!

Hi Tom, Thank you for laying out what happened so clearly. The conflicting instructions you received about whether the replacement would be sent automatically or whether you needed to place a new order understandably made an already lengthy exchange process much more confusing. You shouldn’t have been left trying to work out which instruction to follow. We’ve requested your order details privately through Trustpilot so the previous correspondence can be reviewed and, most importantly, so we can clarify exactly what is happening with the replacement. We’re sorry this has taken so much time and back-and-forth!

Hi Jay, We’re sorry that your order ended this way. Waiting several weeks for the delivery only to have the parcel left in an unsafe location and subsequently go missing would be extremely frustrating, and we understand why the experience has left you disappointed. We also hear your concerns about the shipping journey and the impression created by our website. We’ve requested your order information privately through Trustpilot so we can identify the case and review both the delivery circumstances and the previous communication with our support team. We don’t want to make assumptions about the outcome without seeing the full case history, but we do want to make sure what happened is properly reviewed!

Hi Bob, We’re sorry about the sizing mix-up. We understand how frustrating it is when the size conversion shown on the pair you received appears to differ from the size you actually ordered, especially when the return process has already been difficult. Your comments about the sizing information are important to us, and we’ll make sure this is reviewed so that the conversion guidance can be clearer and more consistent!

Hi Terri, We’re sorry the sizing and return process became so complicated. Following the size chart and still ending up with the wrong fit is frustrating enough, and having to navigate an unexpected return route only makes the experience more difficult. We also understand your concern about where the return needed to be sent compared with where the order was originally shipped from. Thank you for sharing your experience — this is exactly the kind of feedback that helps us identify where our sizing and return information needs to be clearer!

Hi Marie, Thank you for taking the time to share such a detailed and balanced review. We’re glad to hear that the shoes feel good so far, although we completely understand why the packaging, shipping experience, and concerns about the sole left you feeling uncertain. Your comments about the toe-box fit and the difference between what you expected from the social media content and what arrived are especially helpful. We really appreciate the feedback and will share it with our team as we continue improving both our products and how they are presented to customers!

Hi Rob, We’re sorry again for the frustration caused by the delay you described. We requested your order information privately through Trustpilot so that we could identify the shipment and investigate what happened, but unfortunately we did not receive the details needed to locate your order. Without the order information, we’re unable to verify the shipment status or review the circumstances of the delay. If you would still like us to look into this, please contact our customer service team with your order number or the email address used to place the order, and we’ll be happy to investigate the case further. We remain available to help once we’re able to identify the order.

Hi Kristine, We understand why this return process has left you frustrated, especially after having to provide photos, wait for the return address, send the parcel back, and then wait again for the refund to be processed. Since your return is already on its way, we hope the remaining steps can be completed smoothly. We also appreciate your feedback about the sizing and the number of steps involved in the return process, as this is something our team needs to continue improving!

Hi Jan, Thank you for sharing such detailed feedback. We’re glad your first pair of HOBIBEAR shoes was comfortable and lasted well, which makes it all the more disappointing to hear that your hiking shoes developed problems around the sole after only about a month. Adhesive deterioration and water entering through the sole are certainly not the experience we want you to have with a pair intended for outdoor use. We appreciate you describing the issue so clearly, and we’ll make sure this feedback is passed on for further review of the product quality!

Hi Charlotte, We’re so happy to hear that your order arrived earlier than expected and that the updates along the way kept you well informed. Thank you for taking the time to share your experience — we really appreciate it and hope you enjoy your shoes!

Hi Lucy, Thank you for the lovely feedback! We’re so glad you’re happy with the shoes and feel they offer good value for the price. We also really appreciate your note about adding a little more cushioning and arch support — feedback like this is genuinely helpful as we continue improving our designs. Thanks again for choosing HOBIBEAR!

Hi Patrick, Thank you for giving them a try. We’re sorry the fit and feel weren’t right for you. Comfort and fit can vary from person to person, but we understand how disappointing it is when a pair simply doesn’t work for your feet. We appreciate you sharing your experience.

Hi Siri, We’re sorry the return process did not match what you expected from our 30-day return policy. We understand how frustrating it can be when the practical steps and return costs only become clear after you decide to send an item back. We appreciate you raising this and will share your feedback with our team as we continue reviewing how our return information is communicated.

Hi Richard, We understand your frustration. Once a return has already been shipped, having to provide the tracking information again can feel like an unnecessary extra step, especially when you’re already waiting for the refund to be completed. Thank you for pointing this out. We’ll pass your feedback on to the relevant team as we work to make the return and refund process more straightforward.

Hi Ruby, Thank you for the thoughtful feedback — and for continuing to support our shoes. We’re really glad you love them overall. Your comments about the wider toe-box design and the previous Velcro strap style are especially helpful. We know those details can make a real difference to comfort and fit, and we’ll make sure your feedback is shared with our product team.

Hi Wren, We’re sorry both the shoes and the return experience left such a poor impression. If a product isn’t right for you, we understand how frustrating it is to feel that the process of returning it has become more difficult than expected. Your comments about the material, comfort, and the way the return options were presented are all important feedback for us. Thank you for taking the time to explain what happened.

Hi Kat, Thank you for explaining the return experience in such detail. We understand why receiving different keep-the-item offers, being asked for additional photos, and then learning about the return shipping cost made the process feel unnecessarily complicated. Your point about the return cost not being clear enough before purchase is also important. Customers should be able to understand the practical return conditions before deciding to order, and we appreciate you bringing this to our attention. We’ll make sure your feedback is shared with the relevant team for review.

Hi Izabela, We can see why this experience left you so frustrated. You followed the return instructions, paid the international return cost, used tracked shipping, and still encountered problems when the parcel reached its destination. After going through all of those steps, having the refund remain unresolved would understandably feel unacceptable. We also hear your concerns about the clarity of the return information and the costs involved before making a purchase. Thank you for documenting your experience in such detail. Feedback like this is important in identifying where the return process needs to be more transparent and straightforward for customers.

Hi Samantha, We understand why receiving different information about where your return should be sent raised concerns. The return instructions should have been clear and consistent from the beginning, rather than leaving you uncertain about which address was correct. We’re also sorry the fit of the shoes was so far from what you expected. Thank you for highlighting both issues — clearer return guidance and sizing information are areas we know have a direct impact on the overall customer experience.

Hi Nadia, Thank you for pointing this out. We’re sorry the pair you received didn’t match the appearance you expected from the photos online, particularly in terms of shape and colour. A product arriving with a faded appearance would understandably be disappointing. We appreciate the feedback and will make sure your comments about product presentation and consistency are taken into account.