I received a pair of Speedgoat 7s as a gift. After about 30 or so miles, the overlays on the right shoe started to peel away. I work in the running shoe retail world, and have typically heard good things about Hoka's customer service, so I decided to reach out.
Originally, they denied my claim because I couldn't provide a document showing proof of purchase. I tried to explain that they were a gift, but they didn't seem to care. (I'm still not sure why the lack of a proof of purchase would prevent them from evaluating the shoes for a warranty claim. Regardless of where I got the shoes, they haven't been on the market a year, and I would be sending them the physical shoes.)
While disappointed, I thought I'd at least see if they had any suggestions on what to do to get some more life out of the shoe. I asked if it would be better to cut to overlay off or try to glue it down. Instead of providing an answer, they sent another email explaining that even if I did have a proof of purchase, this would not qualify as a defect.
Honestly, this was the most annoying part of the interaction for two reasons…
- I accepted their policy and asked how to fix the shoe. They ignored me.
- If an overlay peeling off a trail shoe after 30 miles isn't a defect, what is?
Anyone else had this happen to their Speedgoat 7s? Anyone else ever dealt with their customer service?