Great Shoes, But Terrible Customer Support Experience
I had a very disappointing experience with Hock Shoes, despite initially being satisfied with their product. I placed my order on 13th November and received it on 18th November. The shoes were comfortable, and I was actually planning to buy more pairs. However, after wearing them only once, the shoes developed a deep crease, which should not happen after a single use. As instructed by their Instagram team, I contacted them repeatedly on WhatsApp for support. This is where the real trouble began. Every time I messaged on WhatsApp, no one responded, and I had to go back to Instagram just to get someone to check the WhatsApp messages. I would receive a missed call, and when I immediately tried calling back, no one answered. On 26th November, they finally told me the pair would be exchanged. I immediately requested that they send the replacement quickly because I needed it for the weekend. I received no reply on the 27th. Then, on 28th November, I was told, very casually, that they were “sending a replacement” even though it would now obviously not arrive in time. The replacement was handed over to PostEx, and since then, it has been stuck with them due to all the rider issues and fake delivery attempts (as I explained in my review for PostEx). It has been over a week, and I still have not received the replacement. I repeatedly kept Hock Shoes updated and asked them to follow up with PostEx, but instead of actual support, things got worse. Hock Shoes suddenly started contacting me from a different number, so I had to talk to two separate WhatsApp chats and explain the whole situation again and again. Extremely inconvenient and unprofessional. Earlier today, they told me to call them. When I called, the customer service representative was very rude, pretending not to hear anything, making me repeat everything, and then abruptly hung up on me, saying: “Aap ne is number pe nahi karni thi call. 93 pe call karein.” When I spoke to someone from the same WhatsApp number afterwards, he said: “Mujhe ye sab na btayn, mene ye sab nahi sunna. Mujhe apna masla btayn.” And when I was telling him the 'masla', he said "mein naya aya hu, mujhe to pta hi nahi hai." This level of dismissiveness and disrespect toward customers is shocking. I asked for a manager’s number, and although they gave it, the manager has not responded to a single call or message. The product itself was comfortable, and I genuinely wanted to order more pairs. But their customer service is unbelievably rude, inconsistent, and unhelpful. They treat customers like they are inconveniencing them, and there is absolutely no sense of responsibility or professionalism. I am extremely disappointed and honestly do not want to deal with them again. No matter how good a product is, customer service matters, and in this case, it was terrible at every step.