02/05/2024
Let me start with, this would not be so concerning to me, if the HOKA brand shoe was any less than a fabulous shoe. I have worn them for years, and not only do they support your feet, but they are solid ground pound shoes, that support good alignment, so they lessen leg, hip and back issues.
So, hopefully you will understand my disgust with how the corporate element of HOKA (Decker Shoes) handled a current situation:
On Friday, February 2, 2024, at approximately 8:30 am CST, I was looking on the hoka.com website to find some HOKA’s that I could wear with my corporate work ware, I am a professional that works for a large hospital, and spend many hours on my feet.
On the above mentioned date, I found a pair of HOKA’s that fit my bill, and I purchased; in the purchase screen, the data field of the search engine showed a coupon was available. I rarely click (due to the click bait belief); but since the shoes that I had chosen were upwards of $200, I thought, what the heck. It presented a coupon code for 65% off. I did not think it would really work, but tried anyway.
The 65% off coupon code (EMPUSI879Q) worked, I processed the sale and was sent a confirmation email of the accepted sale with the amount owed. While processing the sale, I did a direct payment from my Credit Card, and I received confirmation from the Credit Card, that the sale went through and was approved to DECKERS*HOKA ONE ONE, this was processed and approved at 8:45 am(ish) CST on Feb 2, 2024.
BUT… and here is the rub. At 1:30 pm CST on Feb 2, 2024, I received an email from HOKA stating, and I quote:
Thank you for your interest in our products. Unfortunately, when reviewing your HOKA order NA262….., we were unable to fulfill it due to problems with the payment or billing information provided. We recommend confirming that the information you’ve provided is the exact information on file with your bank. Once you have made this confirmation we recommend replacing the order online.
Concerned, I called my Credit Card company, and they acknowledged that they accepted payment and authorized the payment, but that DECKERS*HOKA ONE ONE had reversed the charge. I proceeded to do as the email instructed, and went back to the website, but now, the code was not recognized? I then texted the customer service line, which was recommended on the website, but did not receive a call back. I call that evening about 5:00 pm CST and spoke with Haydee, a customer representative. Haydee repeated what the email had said, I got My Credit Card Company on another phone and they verified to Haydee, that the reversal of the charge was on HOKA’s side, not my Credit Card side. Haydee put me on hold for about 5-7 minutes, and came back with:
The coupon code that you used was not an authorized code, thus it could not be honored.
I disputed this, but she stood firm and I requested to be transferred to a higher level of decision making authority, which she complied, and said I should receive a call or email the next business day.
Today, Monday, February 5, 2024, I did receive an email from Reyana, who’s signature block says she is a “HOKA Customer Service Supervisor”. And I quote:
While I cannot honor the unauthorized discount code, I would like to offer you an alternative solution to make amends for any inconvenience caused. This could include a 10% discount on a future purchase or expedited shipping on your next order to express my regret.
There are issues here, I would like to address:
1. A sales contract was established by the hoka.com website, between them and myself, that for a price (that included the coupon code mentioned), I would pay the full the amount owed, and they would supply the item. I fulfilled my side of the contract, by the authorized payment from my Credit Card. But, they did not fulfill their side.
2. Note: I did not search, or obtain the code by unauthorized, or illegal means.
3. HOKA sent an email, stating that MY financial institution did not approve the amount, which was an untruth, attempting to absolve themselves from the sales contract.
4. Attempting to absolve themselves from honoring the code, by saying it was an unauthorized code, yet their website accepted the code, allowed the sale to go through and obtained authorized payment from my financial institution, in which they reversed the charge.
All items above, in business terms is unethical, immoral, and disrespectful to their customer base. My response to Reyana in summary:
Your corporation’s lack of ability to control your websites acceptance of discount codes, and your service representative’s dishonest representation of the reason for reversal of the charge, is 2 very sound reasons for you to honor the discount as it was originally presented.
I will accept no less than what was originally agreed upon, and if your corporation was ethically and morally sound, you would agree.
I have yet to hear back, but am so very disappointed. I have filed a Fraud report with the Consumer protection agency, my report number is 169227983.
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