Business ProfileforDeckers Retail, LLC

Subject: Complaint Regarding Defective Hoka Men’s Shoes and Warranty Handling I am writing to file a complaint regarding my experience with a defective pair of Hoka men’s shoes and the inadequate handling of my warranty claim by Hoka. I hope this complaint will result in a resolution, specifically a credit for the defective shoes. Details of the Purchase and Issue: •Purchase Date: October 22, 2023 •Product: Hoka men’s shoes (known for their reputation of quality and comfort) •Issue Identified: In early fall of 2024, I noticed discomfort in my left heel. Upon closer inspection, I found a developing hole in the left heel area, which is confirmed is due to a manufacturing defect. Steps Taken to Resolve the Issue: 1. I contacted the store where I purchased the shoes. The store manager confirmed that Hoka shoes are covered by a 1-year warranty, and he agreed that the shoe is defective and was within the warranty terms. 2. On October 12, 2024, I contacted Hoka directly, and they provided me with a Return Authorization (RA) number to send the shoes back for inspection. 3. Due to a work trip to the West Coast and family obligations, I was unable to send the shoes back immediately, but I returned them promptly upon my return along with all receipts pertains to the purchase. • There was no communication from Hoka regarding the status of the inspection for 10 days. • I then received my original shoes back with a note stating that the warranty period had expired. I notified Hoka well within the one-year warranty period, and I returned the shoes as quickly as my circumstances allowed. Given that I initiated the warranty claim in a timely manner, I feel it is unfair that my claim was denied due to factors beyond my control. I am requesting a Hoka gift card for the value of the original purchase, allowing me to replace the defective shoes. I believe this is a fair resolution given that I followed Hoka’s procedures and initiated my claim within the warranty period.