Hoka - Return lost

DistanceSam112

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
Now, I have done this before with Hoka and had absolutely no issues, a few weeks past and no movement on the return or anything by way of communication from Hoka. 
I then eventually get hold of customer services, who were not helpful whatsoever, telling me it is my responsibility to reach out to Royal Mail and find out where the return is. (I do also have proof of postage which was also sent to them) 

Since then they have spoken to Royal mail and the parcel never entered the network, despite me sending the parcel and having the PoP. The parcel shop do also not have the parcel as I have also been back to check if it is still there. 

Hoka have now said that there is nothing more they will do, with me now being out of pocket £156, I have put a charge back in with my credit card provider, and Hoka have stopped replying to my emails. Is there anything more I can/should do? 

fwor

Unfortunately (for you) they are right. It's a problem for you to sort out with Royal Mail.

As you have Proof of Posting you should be able to claim compensation from them, though whether that will fully compensate will depend on the exact service you used.

Note that claims like this used to take a very very long time! I've only had to do it once, and it literally took months. That may have changed recently, but I doubt it...

littleboo

The usual advice is, if the retailer arranged the courier, then its their problem. If you did, its yours. 

DistanceSam112

littleboo said:

The usual advice is, if the retailer arranged the courier, then its their problem. If you did, its yours. 

I used the Hoka arranged returns portal and sent via the courier they choose

DistanceSam112

fwor said:

Unfortunately (for you) they are right. It's a problem for you to sort out with Royal Mail.

As you have Proof of Posting you should be able to claim compensation from them, though whether that will fully compensate will depend on the exact service you used.

Note that claims like this used to take a very very long time! I've only had to do it once, and it literally took months. That may have changed recently, but I doubt it...

Oh that seems fair, is this done via their webiste? With me already putting a claim in through my bank should I wait or do this straight away? 

fwor

littleboo said:

The usual advice is, if the retailer arranged the courier, then its their problem. If you did, its yours. 

Agreed - I made the assumption that the OP paid Royal Mail for the return. If they didn't and it was paid for by the retailer, then it's the retailer's problem.

born_again

DistanceSam112 said:

fwor said:

Unfortunately (for you) they are right. It's a problem for you to sort out with Royal Mail.

As you have Proof of Posting you should be able to claim compensation from them, though whether that will fully compensate will depend on the exact service you used.

Note that claims like this used to take a very very long time! I've only had to do it once, and it literally took months. That may have changed recently, but I doubt it...

Oh that seems fair, is this done via their webiste? With me already putting a claim in through my bank should I wait or do this straight away? 

Unless you have proof of delivery, then there is no chargeback.

saajan_12

DistanceSam112 said:

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
? 

Loss during the return aside, what basis were you returning the shoes on? Are you saying they sent the wrong size, or as a change of mind or under a specific warranty / return offer from Hoka? 

If you'd used them for a few runs, the value may have been discounted significantly from £156. 

screech_78

saajan_12 said:

DistanceSam112 said:

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
? 

Loss during the return aside, what basis were you returning the shoes on? Are you saying they sent the wrong size, or as a change of mind or under a specific warranty / return offer from Hoka? 

If you'd used them for a few runs, the value may have been discounted significantly from £156. 

Hoka allow you to return within 30 days (I think) regardless of many times you’ve worn the trainers. I have a couple of pairs of Hoka’s and returned a pair that were a different style to my usual ones. Had ran in them twice. Also sent back Royal Mail and had no issue with the refund. 

OP, if they contracted the courier, then it’s their problem. 

Also, always size up at least one size in running shoes. I’m usually a UK 4, but wear a 5.5 in my Hoka’s. 

the_lunatic_is_in_my_head

https://www.legislation.gov.uk/uksi/2013/3134/regulation/34

(4) Reimbursement must be without undue delay, and in any event not later than the time specified in paragraph (5) or (6).

(5) If the contract is a sales contract and the trader has not offered to collect the goods, the time is the end of 14 days after—

(a)the day on which the trader receives the goods back, or

(b)if earlier, the day on which the consumer supplies evidence of having sent the goods back.

(6) Otherwise, the time is the end of 14 days after the day on which the trader is informed of the consumer's decision to withdraw the offer or cancel the contract, in accordance with regulation 

This assumes you cancelled your contract rather than used their return policy. 

Okell

screech_78 said:

saajan_12 said:

DistanceSam112 said:

I recently purchased a pair of running shoes from Hoka, tried them for a few runs, too small so sent them back via their chosen courier royal mail. 
? 

Loss during the return aside, what basis were you returning the shoes on? Are you saying they sent the wrong size, or as a change of mind or under a specific warranty / return offer from Hoka? 

If you'd used them for a few runs, the value may have been discounted significantly from £156. 

Hoka allow you to return within 30 days (I think) regardless of many times you’ve worn the trainers. I have a couple of pairs of Hoka’s and returned a pair that were a different style to my usual ones. Had ran in them twice. Also sent back Royal Mail and had no issue with the refund. 

OP, if they contracted the courier, then it’s their problem. 

Also, always size up at least one size in running shoes. I’m usually a UK 4, but wear a 5.5 in my Hoka’s. 

I find it amusing that their website says you can use the shoes for your normal running programme and return them within 30 days if you don't find them satisfactory "... no questions asked*" but the " * " after the word "asked" says "T&Cs apply" - so of course questions can be asked!

One of the terms says that the items must be returned "in a hygienic condition" and "any excessive soiling removed" or the items might be destroyed with no refund, but I wonder how Hoka police that?  And after let's say 15 runs how do you satisfactorily remove all the accumulated dog !!!! ?  Or is that not considered "excessive" after 15 runs?

And do Hoka then re-sell these shoes as "new" shoes, or as pre-owned, or as pre-loved (but rejected), or what?

I prefer Asics anyway, but this sounds like a reason not to buy Hoka online, or from their Covent Garden store either.

To answer the OP's question, if Hoka paid for the return under some contractual arrangement with Royal Mail, then it's Hoka's problem to sort out with RM, not the OP's.  The OP is entitled to a full refund - depending on excessive dog !!!! - from Hoka