Broke my foot in ora recovery 3 trying on for first time
My Ora Recovery Slide 3 arrived and I put them on the same day. On a flat surface, taking a normal step, the slide collapsed under my foot. My foot rolled outward, I heard a snap, and I ended up in the ER with a fractured fifth metatarsal.
When I notified Hoka, I wasn't routed to normal customer support. I was routed to a lawyer. She offered me $500 in store credit, but only if I signed a release stating there was nothing wrong with the shoe. When I said I wanted Hoka to cover my medical expenses, I was told, "I can't just go down the hall and cut you a check."
I was then handed to what Hoka called a "neutral third party," the insurer Zurich. That "neutral" process was to mail my shoes to Hoka so Hoka could inspect them for defects. I don't understand how the company that made the product deciding whether the product is defective can be called neutral. Unsurprisingly, the finding was "no defect," and the only offer was to mail the shoes back.
I was only ever trying to recover my medical expenses, and by pursuing that, the $500 offer quietly disappeared. Not that I would have taken it. I never really expected to get anything out of this, but I needed to try, since it was a very expensive ordeal. By the end I was happy to be proven right. Now I know I can't even expect a safe shoe that the company will stand behind.
I then simply asked support for a refund and was told I was past the refund window. When I pushed back, they suddenly found the ability to issue one, with no meaningful apology, only after a fight to get the bare minimum.
I've been a Hoka customer since 2012, both the product quality and the treatment of customers have declined sharply since their acquisition. I'm now out roughly $3,000 because of a poorly designed pair of $60 "recovery sandals." I would never sign away my rights. Buyers deserve to know how this was handled.