HOKA Store Las Vegas, NV — Local services in Las Vegas

⭐ 1-Star Review – Frustrating Experience at HOKA Las Vegas

I usually don’t leave reviews, but my experience at the new HOKA store in Las Vegas was frustrating enough that I felt the need to speak up.

I came in to exchange a pair of shoes I purchased online. I asked a few employees if that would be possible, and they assured me it was—no problem at all. One associate, who seemed more experienced, took my order info, then told me to go look around and choose the shoe I wanted, and we’d process the exchange once I was ready.

A few minutes later, while I was still shopping, he came back and casually asked me to take a photo of my return confirmation. I was completely confused. I said, “Wait, why was it returned? I thought we were doing an exchange?” That’s when he informed me their store system doesn’t support exchanges yet (since it’s a new location), so he had already processed a refund—without my consent.

I was shocked. Not only was I told multiple times that an exchange was possible, but the same associate directly instructed me to pick a replacement shoe. To have the transaction completely changed behind my back with no explanation or heads-up was incredibly disappointing. On top of that, there was no real apology or accountability—just a shrug and a “that’s how it works.”

If I had known exchanges weren’t possible, I would’ve simply gone to a different store in LA where I live. Now I’m stuck waiting for a refund to process so I can re-purchase the shoes on my own time.

HOKA makes great products, but the lack of communication and transparency at this location was unacceptable. Guests deserve clarity—especially when dealing with returns and exchanges. I truly hope this feedback is...

Words can’t fully describe my experience today, but I’ll try. I’ve been a sneaker head for years: Jordans, Yeezys, AF1s-it’s not my fault just my style. But after my doctor advised a change, I switched to Hoka. Three years later, I own six pairs: hiking, trail, travel, everyday. They’ve been game-changing.

Recently, though, my latest trail runners started losing their color patches 💔 something that never happened before. I reached out online but was told I’d have to ship them in for review. As someone who travels constantly for work, that just wasn’t practical.

While in Vegas, I spotted their store and decided to give it a shot. I was greeted by Balvin and then Sarah, the manager. Instead of asking for receipts or boxes, Sarah asked me how I actually use the shoes, what I liked, and what I needed. She and her team fitted me into a better style, and I walked out wearing new shoes. In shock problem solved, loyalty reinforced, and no longer wearing defective shoes.

This is why Hoka is special: not just great products, but a brand run by humans who listens and cares. My only feedback? Please open more stores nationwide (Scottsdale Fashion Square would be perfect!). Thank you, Sarah & team, for...

My girlfriend told me about Hoka, I've never heard of this shoe brand before. I tried on a pair of Archie 8's in the store and they were super comfortable, plus the staff were really nice and helpful. I decided to grab myself a pair, I also got a pretty good discount! But unfortunately, there seemed to be some kind of a mix up with my order, and I received the wrong item. To make the situation worse, there was a very strange, one-off problem with my online exchange, and my order was unexplainably canceled. The staff in the store, as well as the managers, hadn't encountered this unique problem with my order before, but in the end, the team all got together and found a very satisfactory solution. Sarah, the store manager, along side with her other managers, swiftly took care of the situation and I received my new pair of shoes the next day!

I don't know how my order and online exchange fell through the cracks, but the staff took care of it the best they could, and for that I'm grateful. Also, the shoes are...