HOKA Store Miami, FL — Local services in Miami Beach

Visiting from outside the US. My husband really wanted a pair of hoka trainers. We entered the store and saw one sales assistant attentively serving another customer. Knew we would have to wait but that was fine as wanted the expertise and advice. Noticed there was another member of staff on the shop floor standing there vacantly looking around and expected her to approach. After maybe 10 mins the sales assistant helping the other customer flagged his colleague to help us. She directed us to the gait machine and said 'it's pretty self explainatory' and then walked off. We definitely would have benefitted from help. Anyway, we got through the measurements, noted the recommended shoes and then waited and waited and waited. Like, it was comical.

After probably 20 minutes the same sales assistant (who had returned to standing aimlessly in the middle of the store - as still the only other customer in the store was being assisted (and getting great service)) was again flagged by her colleague to help us. She returned to us and asked 'oh are you waiting'.

My reply should have been 'oh, are you working'.

We came in with the intention of purchasing these shoes, we needed advice. We have now used the gait measurer. We assume she is going to recommend the appropriate shoe, or maybe get a couple of pairs out for my husband to try (usual practice for selling shoes). Assistant asks 'do you have a colour in mind' like what?? I'm here to buy a pro running shoe based on gait and what suits the foot, not because it's seafoam green. We don't even know what shoes are recommended at this stage. She gave no recommendation or advice. I had 0 confidence in her to assist me.

Am I done, no. So sales assistant 1 is now finishing with the customer he was serving when another sales rep appears back in the front door. He proceeds to also assist customer 1 with finding socks. That's now 2 sales assistants doing the same job.

Then a FOURTH sales assistant wanders out from the back and leaves for her break.

Sorry Hoka, but this was the worst experience I have had in a shop in the USA. We were completely ignored and undervalued as customers.

When sales assistant 1 had finished serving his customer I walked away from sales assistant 2 to ask him for help. He gave great recommendations and excellent service, so this review is not about him, but its fair to say he was single handedly working thay store. Sales assistant 2, who seemingly was the sister of sales assistant 4 was so poor my husband wanted to walk away without the shoes he had been wanting for 6 months.

I convinced him to get the trainers, but what should have been an exciting purchase left a really bad impression...

models and sizes, I finally decided to purchase a pair of shoes. To my surprise, when I got to the register, the price they were charging me was different from the one marked on the product. When I pointed it out, they first told me it was a mistake and that they couldn’t honor the price. I asked to speak to a manager, expecting a fair solution, but their response was completely indifferent and unprofessional.

Not only did they refuse to honor the marked price, but the staff’s attitude was disappointing: zero interest in helping, zero empathy for the customer, and zero intention to fix their mistake. When I mentioned that I would leave a bad review, their reaction was completely unconcerned, showing a total lack of commitment to customer experience.

Hoka is a premium brand, but with service like this, they fall far short of expectations. I did not expect this level of disorganization and lack of seriousness from an official store. If you’re shopping here, double-check the prices before heading to the register, because they clearly don’t care about transparency with their customers.

I hope Hoka takes these complaints seriously and trains its staff to be more responsible and professional. A brand of this caliber cannot afford such...

Never seen such lazy staff in a new and intimately sized flagship before. I walked in, strolled around a bit, and picked 5 different pair of sneakers from the displays and was not even made eye contact with, let alone greeted. There was 2 employees (male & female) from what I can tell and 1 person trying on footwear. Such a disappointing visit! I was literally researching the brand the night before & was like 80% sure that Id leave the store with new trainers. I truly cannot imagine an excuse for such poor treatment from "sales" staff at a new store that's literally surrounded by more well known sneaker brands with way more competitive pricing. Left the store because I didnt want to approach the rude staff with questions and just purchased my sneakers from somewhere else. Unbelievable how absurdly lazy staff was at this location on a Sunday afternoon when the store was slow. If I ever reconsider this brand I will just buy online. Terrible...