Dreadful customer service!
Hi – I am now beyond frustrated. I phone your customer service number and am told to either email or live chat. Emails are taking weeks to get replies to and live chat (even though I’m told to go there!) is ‘unavailable’! So – I’m left wondering what has happened? I had an email exchange with you mid-October and you agreed I should return my Anacapa 2 low goretex shoes as their waterproofing has failed. I did so and have since provided you with proof of their delivery to your address on 30th October. I attach AGAIN! I am still – nearly a month later on – none the wiser as to when I will either get a refund or receive my replacement pair. I chose Hoka because of what I believed was a brilliant usp – exchange within 30 days even if worn – or within warranty. I’m feeling utterly shocked at just how bad the customer service has actually been… Woefully slow replies to emails (latest one I sent was 19th November and I’m still waiting to hear back), phone numbers where you can’t speak to anyone, with messages telling you to go to live chat – that’s not available! Come on Hoka – this is doing you a dis-service. AND I’m now 6 weeks without a pair of shoes I wore several days a week!!!