Hoka Uk (hoka-uk.com) has a 1.4 out of 5 rating on OK.one, based on 56 user reviews collected here. It is listed under Shopping & Fashion and its reputation is poor. 88% of reviews are 1 star, a relatively high share; The business has not yet replied to negative reviews; 13 of them were added in the last 12 months. Last updated 2026-10-25.
I ordered a pair of Clifton 9's in my usual UK size 5.5. They arrived quickly but were too small so I sent them back to exchange for a size 6. DPD confirmed they were delivered to Hoka on the 18/10/24, but nothing from Hoka. Stupidly, I ordered a paid of Arahi 7's, this time in a size 6 but again they are too small. It appears each style differs in the sizing. I will now have to return them but don't want to take a chance on another exchange. So far I have spent £260.00 with no trainers that fit. I wish I'd read the reviews before parting with my money.
Hoka exchange - Bad customer service and no item delivered
Did an exchange through Hoka as I ordered my usual shoe size and they were too small.
Returned the trainers and DPD confirmed they were returned to Hoka on 23rd October 2024, it is now 31st October (8days later) and I have still not received anything from Hoka to confirm they have them.
Hoka online chat is down, they have ignored my multiple emails and their telephone number is automated and cuts off.
Shocking customer service.
Will I ever receive the trainers I have paid for?
Terrible service, I ordered a pair and they sent the wrong size. There are only three things for the despatcher to check off, the model, colour and size. So I returned them I cannot check my return after five days as their system is down. So I phoned twice today and on each occasion the call was answered remotely and after 30 seconds cut off. It would seem it might be 15 days before they send a replacement of the hopefully the right size. Their error but shocking response.
MI PRODUCT WAS NEVER DELIVERED AND THERE NO CUSTOMER SERVICE
IT'S A SHAME BECAUSE I BOUGHT THIS TENIS AS A GIFT AND 12 DAYS LATER IT WAS NOT DELIVERED. MY ADDRESS IS CORRECT AND IN THE DELIVERY UPDATES IT SAYS THAT COULDN'T FIND THE ADDRESS. THERE IS NO COMMUNICATION CHANNEL: I TRIED THE CHAT AND DOESN'T WORK, THERE IS NO PHONE, SO I'VE SENT AN EMAIL 4 DAYS AGO AND WAS NEVER REPLIED. I DON'T HAVE ANOTHER CHANNELS TO REPORT AND I'M POSTING HERE TO TRY TO BE ASSISTED. MY PURCHASE WAS DONE IN SPAIN, SO IF YOU ARE IN SPAIN DON'T BUY ONLINE BECAUSE DOESN'T WORK. TOO MUCH STRESS.
Ordered a clifton size 10 got an Ugg size 4 instead
Contacted the customer service via email as the chat is not available at all. No repsonse!
I paid £135 and didnot get even the wrong shoes, I got a completely different product
This is my second pair of Hokas, I loved my first pair, the product is generally good. However the customer service is literally non-existent. My second purchase I believe to be faulty, Bondi 8 neutral shoe. After about 6 weeks of wearing the trainers I noticed they were tilting my weight towards the outside of my feet and causing me hip pain. I purchased the trainers in June, contacted Hoka at the start of August and have sent 2 further emails. I’ve had no response to any of my emails. You can’t call and you can’t use their live chat service which is always unavailable. My next step will be raising section 75 claim with my credit card company and the financial ombudsman.
Oh Lordy I've just read these reviews and am in the same position with the exchange request
Wish I'd just returned the shoes now as I'm £234 down and used PayPal credit
Should've used a credit card for protection
Their returns option online shows as being out of use atm
Update 17-9-24. Still waiting. Just had another fob-off message. Outrageous. So stressful if you don't have a spare £234 floating about.
Bought some Cielo X1 trainers for £250! unfortunately the 9.5 were too small so opted to return them and get a size 10 replacement. Post the trainers back via DPD who lost the package at one of their units. I contacted them, got an incident number and emailed the customer service team at Hoka to give them this and see if we could sort this situation. 2 weeks on, I have heard nothing. For a massive brand like Hoka, I would have thought they would have some sort of customer service but I don't think anyone is employed to do this! Number doesn't work, emails aren't answered, live chat is never available. A complete an utter joke. Unlike their trainers, the business itself it utterly flawed. £250 down and nothing to show for it.
Followed up multiple times and still nothing. Just have to laugh at how such a big brand can be so poor
Purchased a pair of Clifton 9’s two weeks ago, only used them generally. The heel and sides on both shoes have started to deteriorate.
Contacted Hoka UK customer services via email and sent several photographs, I even offered to return the trainers for inspection. I have had no response from Hoka whatsoever.
Paying £135.00 for a premium running trainer that cannot withstand basic walking friction!
I have tried calling and the live chat, both have been unsuccessful.
I have found similar stories and reviews like mine on Reddit and Trustpilot.
I am going to gather that evidence and provide it to trading standards, their products are clearly NOT FIT for purpose or made to a satisfactory quality under the consumer act 2015.
If you are reading this I suggest you do the same, the more complaints trading standard receive the more likely we are together, to get some resolve.
Suggested I use Klarna then have ignored me for two weeks
The tongue on my trainers ripped so contacted customer service as I was still in warranty. They were happy to facilitate an exchange. They said I should send the trainers off they would process it and it would take 15 days or so for me to get news on replacement or credit for the site. I said I couldn’t afford to be without the trainers or the money, I would need the replacement quicker, they suggested ‘just use Klarna then’ which is an incredibly irresponsible piece of advice, it’s not a sustainable way of buying things, if I was someone struggling with credit that is very very unprofessional behaviour. They have now not replied to me for over two weeks and my warranty has now ran out. It is utterly disgusting customer service and I am appalled. It’s a shame because their trainers are excellent but I have been left in total shock at how they can treat customers like this.
No one responds to their CS email and no one is ever available via chat. I was only looking to get my express shipping refunded as my order was not delivered next day but after seeing all these reviews I will just return the shoes. Considering this was my first time ever purchasing from Hoka I'm pretty disappointed.
I made an order and filled in my details, checked out with Apple Pay and it changed the order address to my old house which is 150 miles away from where I live now. I accept that it was a mistake on my part, I looked onto the HOKA customer service page and it stated that there’s nothing they can do about changing the address of an order until DPD received the parcel. I waited until DPD had the parcel, used the tracking number and wasn’t able to change the address (they would only allow me to change it to a neighbours address on my old street) I contacted HOKA customer services over a week ago and I’ve had ZERO response. Luckily an old neighbour that I was still in contact with went to my old address and was good enough to take the parcel to the post office and send it to my new address. Absolutely zero input from HOKA, their customer service is terrible.
Purchased a pair of Gaviota 4 18 months ago, only used at the gym. The heel on both shoes has deteriorated beyond repair, with foam coming away from the heel. Contacted Hoka UK and sent several photos and even offered to return for inspection, as apart from the heel, they are in great condition. Hoka say this is normal wear and tear.
Paying for a premium product, you expect much better quality and customer care. Neither of which Hoka have provided.
Save your money and buy other trainers, which will last longer.
Ordered trainers on the 19th August. Last scan was at Lincoln DPD depot on the 21st August. Unable to contact Hoka customer services - I have been emailing them daily as the online chat service does not work, and the phone number for the head office on London is dead. DPD are saying that Hoka goods have no return details on them and they can only raise a complaint if Hoka contact them, and they can only respond to them. Absolutely appalling. I am £131 out of pocket . Will never use Hoka again
I bought the Graviota 4 running shoe and after 2 months the backs have worn down to the foam. Now... you are probably thinking wear and tear from endless running miles. Wrong.. these were for comfy dog walks around our local tarmacked park path. Email sent with photos and complaint and still no response after 8 days. Poor quality shoe and will stick to new balance in future.
Really disappointed with my visit on Thursday this week. Arrived early to get one on one advice on right shoe for my mid foot fusion and just got past from one assistant to another. Ended up dealing with 4 shop assistants and trying to tell same story and get proper advice just didn’t work. Didn’t end up with any proper help and left not making a purchase. You really to change the way you manage your in store experience. Very unhappy customer!!
I've had a pair of Carbon x 2's - Still feel new after 100's of miles and do the trick for speedwork.
A pair of Speedgoat 4's - Easily my favourite ever trail shoes. 400 miles have been ran in them including training and competing in a race up Snowdon, and they still feel like they have more to give.
Challenger 7's -My fairly new road to trail dailys. Loving them!
Purchased a new pair of Stinton 7 after 2 weeks noticed the upper o one shoe coming away from the sole. I’ve now sent 4 e mails and although asked for photos no reply since I sent them. I’ve chased, receive confirmation of receipt but no reply. I want to exchange but says upto 30 days on line. Not sure I trust them?
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