I went over here today in others day and man was it so busy. It was kind of a free for all and I was debating about just coming back tomorrow, but knew what I wanted and was helped pretty quickly once they noticed I was ready. Contrary to the rest of the reviews, the younger guy that helped me was extremely helpful and brought me a few different sizes and colors and I found the ones that worked best for me. Glad I was able to come in to try them on instead of ordering online somewhat blindly. They have a machine there that scans your feet and lets you know. Thank you!!!! read more

HOKA Store -Venice - Machine for measuring feet - Shoe Stores Near Me - Venice, California

I stopped by the HOKA store in Venice after going back and forth on which pair to get for walking/running--and I'm glad I did. The staff was super helpful and got me sized and sorted quickly. I tried on a couple pairs I'd been eyeing and left with a much better understanding of the fit and feel. Typically I'm a 9, but learned to size up. Clean store, great service, and worth the stop -- if you're like me and plan to order online. read more

I am giving 4 stars for the customer service from the guy at the counter. The girl who was helping me needs a refreshing in what their company sells. Here's the conversation: "Hi, I'm looking for a pair of Hokas" - and I show her a picture. Yes, she points out and walks away. Me: 'yep, can I try these in size 7,5. And they're $125, right?" She looks at me and says "no, they're $175." I show her a picture with the name and the price. Her reaction 'oh, those are not real." Really? This is a screenshot from your website. 'Oh, then I guess they are $125." So I'm not impressed with that kind of customer service. She would have gotten 1 star from me for the total lack of customer service. The guy, however, made up for it with his friendliness, his explanation and well, doing his job as good as he could. And yes, the shoes are awesome! read more

Hoka has risen to be a recognizable brand in the running community. It's known to have these super cushioned shoes for marathons. They host a running club on Sundays. I had a really good time. Everyone was really nice and they even had a raffle. I look forward to revisiting this store to get my foot measured. I know parking is a little crazy. Even for a Sunday morning, I wasn't able to find parking. read more

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Great sports shoes & gear. Too busy and normal service. They can be more welcoming too. Nice selection but not many colors available in store. Price is good but could be better ! We bought two pairs, one for M and one F. Both tracking/hiking ! Wearing it first time and will soon figure how good they are once we use it for our adventure on mountains soon. Couldn't find shoes for water sports though! read more

HOKA Store -Venice - Hoka Speedboat 5 - Shoe Stores Near Me - Venice, California

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The manager, Jake, went way above and beyond to get me some shoes last minute before my hiking trip. He communicated with me throughout the day and went to his warehouse to search for a pair of shoes that didn't show on the inventory. I felt truly taken care of! read more

Service here is great for the amount of volume they get. Selection can be limited but they can order for you and have it shipped.

As a former business school professor teaching on customer experience (CX), this is a classic instance of a vaunted consumer brand delivering a bad post-sale CX. I was a fan of HOKA, having bought its shoes online recently and especially a fan of its exchange policy, which covered the risks of buying running shoes online. In this interaction, I bought a pair of Speed Goat 6's that hurt my toe. I decided to return them for a pair of HOKA Clifton 10's which I already had a pair of and that fit fine. HOKA cancelled my order via email saying there was a billing problem with authorizing a $33 charge to my credit card. I called the 866-491-3125 number to inquire why and try to fix the situation. I waited and then talked to an agent but I was disconnected as she was investigating the problem. I had asked the agent during my conversation with her for a return call in the event we were disconnected. Having not received one, I called again and waited until I talked with yet another HOKA "expert," Samora. She explained that the Clifton 10 color I chose for the exchange was on sale and that I was owed a credit. But the authorization for the credit didn't go through because of a billing error. I asked if she could fix this. She said there was nothing she could do, that I had already been refunded for the full amount of the purchase of the Speed Goat 6 through my bank! I said that made no sense. How was HOKA able to authorize a refund for the full amount of the purchase, $155, but not for a $33 credit? Moreover, even more puzzling was that HOKA had no problem in the past charging my account for the multiple pairs of shoes I bought off its website, each of which were over $150 a pair, but somehow now found it impossible to issue me a $33 refund in my exchange transaction even though the billing information hadn't changed. Now HOKA was saying that they had managed to issue me a full refund and that if I wanted to exchange the shoes I'd have to place a new order and start all over again! I told the agent the refund had not been processed by my bank, which I'd quickly checked. She said it would take about 3 to 5 days for the refund to process. I said that I would take any color of Clifton 10's to avoid starting over, but that didn't help, and she said again there was nothing she could do. I asked for an email to send in a complaint, and after 3 minutes searching she gave me an invalid email that bounced. I found one on the web but it turned out to be for HOKA's customer service in Australia. I got an email from HOKA customer service in Australia saying that I had to contact the U.S. for any assistance with this problem, but the customer service agent, Steven, said that he could find no email address and I must call or text, sending me back to my starting point. I finally found an email address for HOKA under a different website called Deckers Brands, customercare@hokaoneone.com. So I emailed my complaint to Customer Care at this email address and I received this nonsensical reply: "Thank you for your interest in our products. To make sure all of our customers have the opportunity to purchase and enjoy our products, we limit the number of items that can be bought at once or over time. These limits are part of our company-wide policy and apply consistently to all customers. We appreciate your understanding and support." How HOKA's AI robots interpreted my email as wanting to exceed limits in the number of items purchased is beyond the realm of human comprehension. The concept of giving customers a surprisingly easy journey to register a complaint with HOKA by email eluded HOKA's web design, bots and customer service team. Bottom line: HOKA's customer service agent was powerless to do anything to solve my problem because of internally driven, keep costs low by a under the radar email channel, and hopelessly customer-unfriendly policies. The agent gave the usual explanation this was someone else's department and there was nothing she could do. This is the experience that customers are used to getting with brands from cable companies, public utilities, insurers and healthcare providers, not with a vaunted consumer brand like HOKA. Consider sending a different email than the one HOKA sent to me that lets customers try to fix the problem before HOKA cancels their entire order without giving them a chance to find out what's wrong, forcing them to start over again. It would be easy, just say instead, Please call or text us to fix this problem. Instead, HOKA is apparently willing to risk losing a customer for life over this ridiculous protocol and run around, one that fails to empower the brand's customer service agents to solve problems for its loyal customers. So much for HOKA's vaunted exchange policy. In my case, instead of supporting the value proposition of making it easy and less risky to buy running shoes online, HOKA's exchange policy instead added time, cost, complexity and risk to the entire brand interaction with HOKA. read more

Service was good, also a good amount of selections although the store is a little small.

This is a terrible company. We bought shoes in April that started falling apart so we mailed them back in July with receipt only to have them returned saying they were out of warranty "over a year". When I called and said it must be a mistake due to purchase date they said there wasn't anything they could do and the shoes could have been sitting in the warehouse for part of that year and that added to the warranty time! This is crazy! Terrible company and worse customer service. read more

In Hawaii we don't have an actual Hoka Store so happy they will be opening one in Maui in about two months. Living in Hawaii we find our HOKAS at other shoe stores but it was great to walk into the store va ordering online and the staff was super friendly and knowledgeable about the different HOKAS! We definitely saved on shipping fees and were able to pick up the newest styles and go home with it! read more

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I took my mom here to get her first pair of Hoka's and got better customer service from the customers than the employees. I had to greet the employee standing in the middle of the room to prompt him into helping us. He then proceeded to give no real feedback on what we were looking for and at one point even ask me to put shoes back for him. Once we made the decision on what shoes to get, he asked us and I sat the box down so he could check us out and he just disappeared. And before you ask, no it wasn't super busy. I expected better service from a store I highly recommend and have had better experiences at different locations. I forgot the guys name but yeah. Hire someone to train your employees please. read more

Don't go to this store when they're opening otherwise you will be treated really bad. The attendants were in a really bad mood so I left very quickly and I'm not coming back! Terrible service!!!! read more

Great shoes & amazing staff :) they made it easy to figure out what trail running shoes would make my weekend adventure one with happy feet

Not surprised to see the other reviews. Wanted to buy a pair of shoes and was ignored for 10+ minutes. I had an employee physically reach past me to put a shoe on a shelf, but ignore me otherwise. Horrible experience read more

Weird vibe - zero customer service...essentially ignored. When I finally got someone to help me they acted like they wanted to be doing anything but this. Just strange. Nobody ever just dropped off shoes and then walked away. It's not like they were busy. read more

Really great store. I especially appreciate the help I got from John, who helped me buy two pairs of shoes.

Shoes amazing. So comfortable. All shows should be this comfortable. Understaffed thou. Pekple seemed busy

I went into this store to purchase a pair of Hoka sandals prior to a trip and really wanted to try them on first. I was wearing a pair of Hoka walking shoes and love them. I have never a experienced worse customer service. If you know anything about this area it's hard to park so choosing to go shop there is a hassle. There was clearly no interest in selling me a pair of shoes and I walked out empty handed. Maybe I was to old and uninteresting for the faux salespersons to bother with. I ended up buying a pair in a shoe store in Jerusalem where the service was excellent (and I love my shoes). I say this to say my problem was 100% with the store and customer service. Don't waste your time going there. read more

I don't usually do yelp reviews but the guys working were extremely helpful. Very patient with me as I am particular about my running shoes. Much appreciated fellas read more

Arrogant, indifferent service. Greeted me when the doors opened at 11 am with, "What are you looking for?" Thinking I wanted new shoes, but put my old ones back on and happily walked down AK for coffee. I wouldn't recommend this place to someone I didn't like. So many things wrong. Yep, good help is hard to find. read more

I realize this store has gotten some negative reviews, but I had a fantastic five-star experience when I went there. Perhaps they've worked with the staff, or brought in some new people. It was on a Monday (Feb 12, 2024), and I was helped almost immediately upon entering the store. The salesperson was helpful and enthusiastic, and fully took care of me - all the things you want from a shoe-buying experience were provided. Questions answered, multiple styles and sizes brought from the back for me to try on, follow up, etc. I wasn't neglected ever and was treated kindly. There was another salesperson helping someone else who had a lot of questions and she was giving the customer full attention. If you had been discouraged from shopping here previously due to the reviews, give it a try. read more

Josh at the store in Venice was amazing!! I called 10 mins before I came into the store asking about a pair of shoes. He was able to find the shoes in my size and color and pulled them aside. When I got to the store they were waiting for me. Josh helped me tried on the shoes and then checked them out for me. I was in and out within 5 minutes. Great customer service and top of the line professional. Thank you Josh for making my experience so easy and memorable! read more

I visited this store with my 8 year old daughter who wanted to try on a pair of HOKA running shoes to train for a 5K race. Staff attitude was absolutely appalling. They did not greet us, did not offer to help with anything. We were the only customers present in the store and there were 3 staff members all standing at the check out desk. I approached one of them with a question and got one word answers. Again no offer to help us try a pair of shoes on. We felt like we were somehow an imposition to them and all they wanted us to do was leave. Forty minutes on the clock before the store closed, so plenty of time to assist a customer, I would imagine. read more

This review is actually for the Hoka store on Melrose in West Hollywood. I am a big fan of these shoes but have only purchased on-line. my wife told me that she had a horrible experience in this store with rude, inattentive salespeople but i wanted to try on a different model so went into the store. WOW...Hoka would go out of business if they relied on their sales people. One of the worst customer experiences ever. i walked in the store and there were no customers but only sales people standing around talking and joking with each other. I waited around a minute assuming that one of them would come over to help me...nope! finally i went up and said that i was sorry to interrupt but could i try on a pair of shoes. You would have thought that i was asking for their first born child! Begrudgingly one of them asked which shoe i wanted to try on. I told them the style, size and color. He went into the store room and came back to say that they did not have it in stock and then turned away without asking if he could be of any additional service. I walked out of the store in disbelief. Hoka is dead to me. no matter how good the product, if a company cares so little about their customers that they can't bother to train their sales staff, i don't want to support this brand. There are plenty of other options out there. Good luck Hoka! read more