HOKA Store Ala Moana, HI — Local services in Honolulu

The lady that helped me she was on the taller a bit heavier side with long straight hair, although she was nice her customer service was pretty bad. They only had gaviota in black so I asked, "What other colors do they usually come in?" and she told me to look it up with their qr code. When I tried on their shoes I asked "How do I know if they fit me well?" Then she tells me to go on their 3d machine and it'll tell me, which it didn't by the way. I used to do sales and this was just absolutely unacceptable. I decided to ask someone else for help and Janelle was outstanding. When I asked her the same questions she went the extra mile to look on her computer what other colors they have and she gave me a thorough detail on how they should fit. Now that is...

I had an online order of Hoka shoes. They already arrived with split seams and poor quality. I called customer service and they told me I could bring them into any Hoka retail store for a return. I even asked specifically for this Honolulu store and they said sure, no problem. Well I brought it to the store and sure enough the employees here tell me they don't take online order returns !!!! So they gave me a used cardboard box to take to the post office downstairs of the mall and I had to stand in line and ship the shoes back. It takes 2 weeks for the shoes to ship back and then another week for a refund to process. What a stupid hassle! I am never buying from...

Agree that customer service at this store is pretty sad. Being that they are in Ala Moana, you'd think the associates would be friendly, but no. We entered and got the standard 'hello' and then they continued on with their conversation. No one asked us if we wanted to try anything on or if we had any questions. I had to approach an associate to get our sizes, she dropped them off and then we were on our own -- no check back to see how we were doing. We checked out with barely a word and barely a sincere smile or thank you. It should be customer self-serve...