Deeply disappointed with Hoka South Africa (iKhambi Distribution) – No accountability for defective shoes

I purchased a pair of Hoka Mach X running shoes from Sportsmans Warehouse Rondebosch (Cape Town), and after only two short runs, the shoes caused severe blisters and bleeding on my heels.

I contacted Hoka South Africa (iKhambi Distribution) to report the issue and request assistance. Instead of any accountability or meaningful support, I was told the blisters were likely caused by “improper lacing” or “sock material” — without them ever assessing the shoes in person.

Even after repeatedly asking for escalation, they refused to offer a refund or replacement, and insisted that I courier the shoes to from Pretoria to Cape Town at my own cost if no fault is found — which is completely unreasonable for a product that injured me after ONE normal use.

This is unacceptable service from a premium global brand like Hoka, and it reflects poorly on how their South African distributor treats customers. My next step is to lodge a formal complaint with the Consumer Goods & Services Ombud (CGSO) and informed Hoka Global.

At this point, I’m left with a pair of expensive shoes that I cannot wear, cannot sell, and a clear sense that the distributor is unwilling to stand behind their product or the Hoka brand promise.

Buyers beware — if anything goes wrong, you may be left with no real support.