Reviews 4.3
990 total
Robert
1 reviews US
They were great for about 7 months
They were great for about 7 months, then the top started falling apart leaving ridges and rough spots that irritated the soles of my feet. The rubber bands broke, leaving the straps pointing every direction. They are now too uncomfortable to wear. The guarantee looked promising, but xeroshoes has not responded to any of my 3 letters to support - aside from their no-reply email auto-respond bots. So disappointing that short daily walks could wreck these so easily. Edit: A Xeroshoes representative contacted me and we are working on a resolution.
Date of experience: June 29, 2022
Hi Robert, Thank you so much for reaching out! We're thrilled that you enjoyed your Xero Shoes, but are shocked to hear that you didn't get a reply when you reached out to us -- we pride ourselves on providing fast, responsive customer service and an extensive 2-year manufacturing warranty, so we would have been very eager to help! We're sorry for the issue -- we just sent a direct communication to you through TrustPilot to figure out what may have happened in this case and see how we can make this right for you.
Tristan Teo
1 reviews SG
Terrible customer service
Update: There's no guarantee that I will even receive my shoes: the tracking number on the reship doesn't even work. Further, I posted my complaints on IG, they told me to drop them a DM. They have seen the message, but no replies. It seems like they reply to these public complaints to appear as if they will do something about it. Terrible customer service. Exchanging emails with the support team has been sluggish, inefficient, and involves responsibility shifting. I have waited close to a month for my order and the latest I checked, it is still at the warehouse. This is because the package was supposedly shipped back by the courier. But instead of finding out what's wrong, the package is set to be send back to the courier with the possibility of the same outcome. I asked how to ensure that the same problem doesn't reoccur, and I was told to just check with the courier myself. What poor customer supporting, might I add. A similar issue happened with another US merchant, but instead, they were proactive enough to contact the SAME couriers themselves to ensure successful delivery. At this point, the shoes are still at the warehouse for ALMOST a month. And I would likely have to wait another month just to see if the same issue reoccurs. It appears that the other reviews concerning their poor customer service is true. Despite all the inconveniences they have enabled, there are no forms of compensation nor efforts to rectify the issue. You're better off going with other more expensive brands, at least they treat their customers better.
Date of experience: July 06, 2022
Hi Tristan, thank you for your feedback. We're sorry to hear about your experience with the delivery -- we understand how frustrating it can be when there are delivery issues from the courier, especially with international orders. Rest assured that your order has not sat at our warehouse for a month; rather your orders were shipped within two business days (both the original and the reshipment which went out this morning after the long holiday weekend). Unfortunately, the first time we discovered that there even was an issue was on June 29th when the package was physically returned to our warehouse, at which point we promptly contacted you to inform you of the issue and to re-confirm your address. Also, although your order was re-shipped from our warehouse today, kindly note that it may take two days or more for the carrier to update the tracking in their system. We hope this helps clarify the situation for you. By the way, did you know that we have authorized independent retailers right there in Singapore? They can be found at https://xeroshoes.com/stores/. Thank you again for your feedback, and we’re sorry again to hear about the delivery issues with the carrier. We want to make sure your experience with us is positive, so one of our Operations Specialists will be reach out to you directly within the next day to see how we can help you further. Thank you!
Becky Magnolia
1 reviews US
I was really excited about these
I was really excited about these. I've had barefoot-style running shoes in the past and expected similar quality and feel. They weren't particularly comfortable and felt like they were made of a cheaper material. I made the error of not checking their return policy beforehand and have now learned that shipping is not made convenient in the least, and they not only charge for the return (which I kind of get) but they won't refund the delivery shipping either. So just returning the shoes will cost me over ten dollars. In the online shoe business, I would think easy and affordable returns would be a given as it sometimes takes a few times to find the right shoe. I get being a small company and not having the resources of the big guys, but I think in the least they could have made a gesture at simplifying the process. Barefoot life is all about ease....this wasn't. :(
Date of experience: July 30, 2022
Hi Becky, Thank you for your feedback, and for giving Xero Shoes a try; we’re sorry to hear that you didn’t feel they were a good fit for you! To clarify our process, we do offer free exchanges here in the US, but we aren't yet able to cover the shipping costs for returns. That said, we do want you to have a great experience with us, and going by your information it looks like you also reached out via email so we've just replied to your last message so we can further guide your decision. Hopefully that helps, and please do not hesitate to reach out to [email protected] if there's anything else we can do for you. As always, we are here to help! :)
Customer
1 reviews IE
Edit as Xeroshoes have emailed me and solved my problem
I was scammed by a website that seemed to be Xeroshoes but was in fact a fake site that appeared to be legitimate. The real Xeroshoes have been in contact with me to offer assistance.
Date of experience: August 03, 2022
Hello there, Thank you so much for reaching out and for bringing this to our attention! We are shocked to hear that you didn't get a reply when you reached out to us -- we pride ourselves on providing fast, responsive customer service, so we would have been very eager to help! We're sorry for the issue -- we just sent a direct communication to you through TrustPilot to figure out what may have happened in this case and see how we can further investigate the situation and get this sorted with you.
F T
1 reviews GB
I think I have been scammed
I think I have been scammed! I have not had any reply or order updates from customer service etc.. the website seems to be quite legit but hey!.. I am just putting the website here so no one gets scammed, be careful. .xeroshoesirelands. Hopefully Xero shoes can help on this one!
Date of experience: September 12, 2022
Hello there, We're so sorry to hear about your experience! That site that you visited is indeed fraudulent; thank you so much for bringing it to our attention so we can start taking steps to shut it down. The real Xero Shoes sites are: www.xeroshoes.com and www.xeroshoes.eu, and our products can also be purchased through our authorized independent retailers listed here: www.xeroshoes.eu/stores. Thank you for your interest in Xero Shoes, and please reach out to our Customer Service team at [email protected] if you have further questions or if there's anything else we can do to help!
Pedro Moscoso
1 reviews US
I have bought a pair of Aqua Cloud sandals but they won't ship
Update (got a meaningful reply at last… thanks) I have bought a pair of Aqua Cloud Sandals on September 15th. As stated in their website, the shipping times are usually 1 day after the order is made. Today, September 24th, the order is still being "processed". I've written two emails asking for an answer, but they only say that they are having to process plenty of orders, and thank me for my patience. I need the sandals by Oct 2nd, so I asked them if they'll arrive on time, but have not received a response whatsoever. Very disappointing experience so far. I don't understand how they launch these sales and have no way of responding to their clients.
Date of experience: September 14, 2022
Hi Pedro, Thank you so much for your order and for your feedback. Although we increased the size of our customer service and warehouse teams in anticipation of the sale, the response has been FAR larger than expected and it's taking us longer than we hoped to fulfill the orders and respond to inquiries. Thank you for your patience; we're truly sorry for any inconvenience; we know how frustrating these delays can be, especially in your circumstance. We've pulled up your order details and will reach out to you directly to make sure that we get you taken care of. Thank you again, and please let us know if you need anything else. We are always here to help!
Eleanor Duguid
1 reviews CA
Xeropriocanada.com
Hi. I believe I have been scammed. Xeropriocanada.com Order placed September 4th, order still processing.
Date of experience: September 04, 2022
Hello Eleanor, We're so sorry to hear about your experience! That site that you visited is indeed fraudulent; thank you so much attention to it and we're doing everything we can to shut it (and others like it) down. The real Xero Shoes sites would currently be: www.xeroshoes.com and www.xeroshoes.eu. Our products are also available through a number of authorized independent retailers listed here: www.xeroshoes.com/stores. Thank you for your interest in Xero Shoes, and as always if you have further questions please reach out to our Customer Service team at [email protected] if there's anything else we can do to help!
Wendy Humphreys
1 reviews IT
Zombie playing role of "customer happiness associate"
I bought a pair of Daylite Hikers in November 2020 and noticed a couple of weeks ago that the sole was coming away from the upper on both shoes. I contacted Xero to say I wasn't happy, and as I was within the 24 month warranty, they offered me a refund or store credit or a reduction on the new version of this shoe. I wanted to take advantage of the current sale so opted for a store credit. On reflection, I changed my mind and opted for a refund as I could then spend it in the EU store, rather than the uS one and have to wait for shipping. Although I'd sent 2 clear photos of the detaching soles, I was told that to qualify for the refund, I'd have to do other physical damage to my shoes to make them unwearable. Eg, draw a big cross on the front using a sharpie, or rip any straps off. Strange policy... I sent over 2 photos with said cross. By now, several emails had already been exchanged with what seemed to me like delaying tactics. I've now been waiting 16 days for this to be sorted out and still no refund. I'm totally fed up with all the messing about and unanswered emails. It's like trying to run through treacle. I like their shoes, they're super comfy, but this experience has really put me off and I'm certainly having second thoughts about buying anything else, even though I've had my heart set on their Alpine model for a year. It's not really good enough.
Date of experience: September 11, 2022
Hi Wendy, Thank you so much for your feedback. We pride ourselves on our attentive customer service and we increased the size of our team in anticipation of our sale, but the sales volume has exceeded our wildest expectations and it's taking us much longer than we hoped to respond to inquiries. We're truly sorry for these delays in communication; we know how frustrating this can be, especially in your circumstance. That said, we'll push your refund through today and follow up with you directly to make sure that everything is fully resolved to your satisfaction! Thank you again for your patience throughout this process. We really appreciate having you as a customer and we think that you'll really love the Alpine boots!
Denny
1 reviews US
I bought a pair of Prio All Day SR for…
I bought a pair of Prio All Day SR for men after seeing an ad on YouTube. Probably the worst shoes I ever bought. Every step is hard on the soles of my feet, so I put in some shoe insoles, which did help, but not enough. It felt really tight on my feet after that, so I loosened up the shoelaces completely, not even tying them. They still hurt my feet, & feel very uncomfortable. I want to wear them to get my money’s worth from them, but I remember the pain, & don’t want to experience it again. Don’t buy these shoe. I only worn them about 3 times. *I appreciate your good customer service, however, the shoe I bought has a thin sole and thin insole, so the brunt of walking hits the sole of the feet. Once worn, cannot return, so I am warning others. I paid $145.05 total.
Date of experience: September 18, 2022
Thank you so much for your feedback. We're thrilled that you gave our shoes a try, but are surprised that you found them to be so uncomfortable! That's definitely not the experience for the vast majority of our customers, many of whom have told us that they're the most comfortable work shoes they've ever worn. So, when we get feedback like this, we take it very seriously and would love to help resolve it for you. It could be as simple as helping you return the shoes or exchange for a different pair, helping with specific advice on how to make the transition to minimalist shoes easier, or something else entirely. One way or another, we think this can be easily resolved for you! If you haven't done so already, please reach out to us at [email protected], so we can figure out how to best help you based on your specific situation (ask for Jordan in this case). Once you reach out, we can also connect by phone if that's easier -- it's often a lot quicker than going back and forth by email, especially after our sale. Thanks again for your feedback, and we hope to hear from you soon!
DAVID
1 reviews IT
GOOD SHOES TERRIBLE DELIVERY SERVICE!
NEVER THINK I WOULD GIVE A BAD REVIEW.... But everything has a limit! My cousin bought 3 pair of shoes for me on the 22rd of September Order #6100110 on the EU website. The shoes have been shipped on the 28th. The 30th they were supposed to be shipped to my cousin address. Today is the 13th of October and my shoes have not been delivered yet. I have contacted 3 times Xeroshoes EU, 3 times GLS courier and still nothing. I have to say that I love the shoes, I started to buy from you since the early day, even when I was buying directly from the USA never had such type of problems. But lately with the use of GLS courier the delivery had always some problems till the point that after more than 20 days I am still waiting form my shoes! This is unacceptable and I am pretty sure that after this I'll look for a different brand to buy from!
Date of experience: September 30, 2022
Hello David, Thank you for your feedback. We are thrilled to hear about your continuing interest in our shoes, and we are terribly sorry for the trouble you've experienced in getting your order this time around! We've touched base with our EU team on this matter; it looks like for some reason the courier erroneously believed that your address was incorrect, so our EU team has been working hard to get that package released so that it can finally be delivered to you. They will reach out to you shortly with more information if they haven't done so already. Thanks again for your support and we hope we can get this sorted as quickly as possible for you!
Matt D.
1 reviews US
Disappointing Service
I'm a fan of Xero Shoes, and ordered several pairs from them a month ago to stock up. The site says to order a half size up from the size you normally wear, so I did this for all five pairs to make sure the fit was right. When I tried on the first pair I realized that the half size actually made them too big, and I'd have to get an exchange for the half size down on all of them. Upon reaching out to customer service, I was told that they could not change the order after it had been placed no matter how early it was and that I'd have to wait for them to arrive before sending them. Given that it was in the midst of a sale I gave them the benefit of the doubt. Then they told me in order to get an exchange for the shoes I had bought on the sale price, I would have to purchase them again at full price, ship back the original shoes, and then wait for a refund from the store for the difference on the sale price. I was asked to pay $620+ (which I can't afford) to have my money tied up in an exchange that shouldn't have cost anymore than the price of shipping. I understand that they don't want people running off with both the originals and the replacements, but this exchange process for sale items seems solely oriented to serve the company and not the customer. I haven't had issues with them in the past, but this is one of the most disappointing customer service experiences I've had in some time. For the time being I'm stuck with five pairs of shoes that are too big to wear.
Date of experience: October 07, 2022
Hello there, Thank you for your feedback. We're absolutely thrilled you love our shoes and placed a large order with us during our sale! Likewise, we apologize for the trouble and confusion regarding order changes and exchanges. We understand the frustration with switching out for the right size, and while our growth continues to outpace the technical ability of our systems (especially with our recent sale), rest assured that we are working hard towards making improvements so it is as user-friendly as possible in the future. In the meantime, we are very eager to help get your shoes switched out for a better fit -- we just sent a direct communication to you through TrustPilot so we can pull up the details and make this right for you. Thanks again, and please let us know if you have any other questions, we are here to help! :)
Rosa Meekums
1 reviews NZ
Nothing to do with the genuine company…
Nothing to do with the genuine company but think I've been scammed. Xeroshoesnzsale.com they obviously are fake. I got a payment confirmation but a random amount slightly more than I was supposed to pay and no response from my enquiries. Bounce back on their email. Would appreciate confirmation this is a scam site. Wasted $$
Date of experience: October 19, 2022
Hello Rosa, We're so sorry to hear about your experience! You are correct, the site that you listed is indeed fraudulent; thank you so much for calling attention to it and we're doing everything we can to shut it (and others like it) down. Our authentic Xero Shoes sites would currently be: www.xeroshoes.com and www.xeroshoes.eu. You can also find our products through a number of authorized independent retailers listed here: www.xeroshoes.com/stores. Thank you for your interest in Xero Shoes, and if you ever have any questions please reach out to our Customer Service team at [email protected] if there's anything else we can do to help!
Alessio
1 reviews NZ
SCAM from mirror website in NZ
Nothing to do with the company, but xeroshoesnzsale replicate original website to pay in for the scam. I can't believe has not already taken down yet.
Date of experience: October 23, 2022
Hello Alessio, We are sorry to hear about your experience! The site you mention is fraudulent; thank you for calling attention to it and we're doing everything we can to shut it (and any others like it) down. If you were looking for our authentic Xero Shoes sites, they would be: www.xeroshoes.com and www.xeroshoes.eu. Likewise, you can find our products through a variety of authorized independent retailers that are listed here: www.xeroshoes.com/stores. Thank you for your interest in Xero Shoes, and please reach out to our Customer Service team at [email protected] if you ever have any questions or if there's anything else we can do to help!
SarahC
1 reviews CA
Not so good costumer service
So I edited my review because I got a quick and very useful reply from Xeroshoes team after I posted here. The problem got fixed and I received my shoes quickly (only problem was the hundred bucks I had to pay in international shipping additional fees but I should have guessed since I am in Canada). I love the shoes, don’t know if they will last but comfort and style are great. It’s just sad that the company needs a bad review to react to their unsatisfied clients, so I let the original review below to help clients who could live the same kind of problem… My original review was: worst costumer service. It’s been almost a month since I ordered my shoes (Order #6310877, September 28, 2022) and I still don’t have them. Costumer service writes back instantly when you try to reach them, only to say it will take two weeks or longer to answer your email! DHL shipping is stuck awaiting processing since 15 days and says to contact seller, but the seller seems to be completely unable to answer to the demand. Frustrating experience, will not buy again
Date of experience: October 24, 2022
Hi Sarah, thank you for bringing this to our attention, and we’re so sorry for the inconvenience! We’re not sure what happened in this case, but we’ll reship your order right away using a faster shipping method so you don't have to wait anymore! Watch for an email from us with the new shipping details. Sorry again for any trouble this may have caused – we’re thrilled that you purchased from us, and we know you’ll love the shoes once they arrive!
Carl
1 reviews US
I ordered a pair of shoes.
I ordered a pair of shoes, they bombarded me with advertising, my spam inbox is full of their mail. The only thing they didn't email me about was the delivery. I would've had to go to Fedex website everyday to try and track when in the 20 day window my shoes would arrive. I didn't do that. I thought like most online ordering these days you get SOME kind of notice, an ETA OR a notice the day before or at least the day of (shoes delivered. NOPE. sure enough I was at work when they delivered (1pm), no signature required - stolen. Customer service did not reply to my concern EDIT: the company reached out to me directly and was able to finally get me a pair of shoes. I’ve regained trust in xero shoes and the xero zelen feels great on. Looking forward to some work outs where the whole foot is activated.
Date of experience: October 19, 2022
Hi Carl, thank you for your feedback and we’re so sorry about the issues as we catch up after our sale. Since you left this review, we had the privilege of speaking with you by phone, and really appreciate your time, patience and understanding while we make this right for you! We’re thrilled to have you as a customer; please reach out to us if there’s anything else we can do for you!
Andrea Colussi
1 reviews CA
Situation quickly resolved.
I ordered and paid for 4 pairs of shoes on September 15, 2022. The package was said to be shipped on the 22nd. A tracking number with DHL was provided. The order was stuck in "awaiting arrival/processing to DHL facility" for almost a month until the tracking number disappeared. An email to the company on October 19th has not been replied to and I still do not have the package nor any indication of its status. I cannot comment on the quality of shoes as they have not arrived but the customer service has been terrible. UPDATE: There was an immediate response from company. The order was reshipped and also refunded which was a surprise and greatly appreciated. Rating has increased from 1 to 4 based on their response. I will update upon receiving the shoes.
Date of experience: October 27, 2022
Hi Andrea, Thank you for your feedback, and we’re so sorry to hear about the issue! We’ll look into this right away and make sure that everything is resolved for you. Thank you again for your patience, and sorry for any inconvenience!
Adrian
1 reviews CA
Spend your money elsewhere.
Over $400 was spent on three pairs of Xero's and all of them fell apart within 3 months of ownership. Love the feel of all three pairs but the quality is 0/10. Spend your money elsewhere. Emailed them about this and it took three weeks to get a generic automatic reply when I responded it took them another 7 days to then get back to me with an outrageous suggestion of buying more. Once I asked to speak with a manager it's been silent. 😓 They won't stand by their manufacturing warranty even though they agreed it's a manufacturing error unless I destroy them by cutting them up or writing an X in a permanent marker. Of course, I won't do it as I need them for work, walking, and the gym. I was then suggested to buy three pairs and when I get them to destroy the old ones and then they'll refund me. I would understand this request if it was 1 pair however I use all three pairs daily and would be left with no shoes if I did this. The worst of it all is their customer service. Massive lack of attention to customer details. Huge lack of urgency and care when replying. And to top it off when you input a complaint they ask you to buy more and expect the customer to trust that they'll refund you. How can a customer trust a company that boasts fake reviews on their website while they filter all the bad ones and also cares more about finding the next than actually keeping the people who supported them already satisfied? HFS, Prio, and Alpine for anyone wanting to know. Quality 0/10 Customer Satisfaction 0/10 Customer Support 0/10
Date of experience: October 29, 2022
Hi Adrian, Thank you for your post. We're thrilled that you love how our shoes feel, but we're beyond sorry about the slow response times after our sale; no one is more frustrated about that than we are, and we're taking every available measure to get things caught up. Rest assured that we fully stand behind our products, and are following up with you separately to make sure things are taken care of for you right away.
Vanda Cruz
1 reviews PT
Could be more organized
I bought one pair of xero shoes last October 26, the shoes arrived around 10 days after. One of the shoes has a defect right on the front. I sent the support an email November 9th. Received an answer on the 22th saying that the order number I sent was from another pair of shoes from someone else (from April). They asked me to look for the correct order number of "those shoes I sent the photos" and for me to send "a clear photo of the entire tag located on the inner tongue of the shoes". Well, I sent the email I had received from them with the order confirmation, sent the tag photo, and, I'm still waiting. The order number is exactly the one I sent. What is this, do they know what they are doing? What support is this? It is something I payed with PayPal, they have the payment, the invoice, everything. I decided to come and edit this review (april 3rd) Xero shoes offered me two ways to solve this: destroy the shoes and send them a picture, or send them back and they would send me another pair or refund me. I said I would not destroy the shoes, despite the defect, I like them, so, I have a two years warranty to send them back. At first I only wore the shoes around the house, but I decided to overlook the defect and started using them everywhere. Six months latter, I decided to give Xeroshoes another chance, and bought another pair in sale. There was a delay in the order but the shoes arrived and they are just perfect. So, despite the difficult support and the troubles I had with my first order, the shoes are really very good and nice, I like them a lot. Hopefully the defect was really a one time thing and unfortunately, it happened to me. I don't like to give negative reviews and it is unfair to classify a company by an isolated issue. Give them a try, but be aware that if you need support, it might take some time for them to respond you.
Date of experience: November 22, 2022
Hello Vanda, We're thrilled that you enjoy our shoes and even grabbed another pair during our sale! It's great to hear your updated feedback and to have you as a customer. Please reach out to us directly if there's anything else you need - we're with you for the long run!
Tanja
1 reviews DK
Something is not right
I bought a pair of sandals for £55. They break and I complain. Xero.uk will not replace the sandals. As I live in the eu, they refer to Xero.eu for future purchase. Xero.eu will gladly replace the sandals. How nice. I'll get a similar pair - but in a different colour. The new sandals break after three months. I'll complain. The sandals are now out of production and Xero.eu offers me a refund. However, I can only get £35 back - the rest I have to get from Xero.uk. Xero.uk will not refund anything as too much time has now passed since I first complained. They don't care that it's another pair of sandals that have broken. I cannot recommend Xero. (Order number: 100035462)
Date of experience: November 28, 2022
Hello Tanja, Thank you for your feedback. We are truly sorry to hear about the trouble with your sandals! We fully stand behind our products and are proud to offer both a 24 month manufacturer warranty for shoes purchased through our numerous authorized dealers. While this situation is admittedly a little more complicated than we've seen for a while, it's up to us to make sure you have a great experience with us in the end. Our EU team is working on ways to get this fully resolved for you. Sorry again for any inconvenience and thank you for your patience!
Erin Gibson
1 reviews US
Xero shoes business practices are a rip…
Xero shoes business practices are a rip off. Even if the shoes are comfortable the business practices make you want to never shop from them again. Do not buy a shoe from this company if you have to return the shoe they don’t even refund the cost of the shoe. They keep taxes from the purchase, shipping from the purchase and charge you to print a label to return the shoe. Absolute scam! What a hock, purchase from other companies that aren’t trying to scam every penny off. And they state $9.99 will be deducted which is fine shipping in lots of companies is withheld. However they keep more than $9.99! And I see they responded to my review and they don’t refund even the original price of shoe and kept more than $9.99.
Date of experience: October 01, 2022
Hi Erin, thank you for your feedback and for trying out Xero Shoes. We’re sorry for any confusion about our return process. To clarify, we do offer free shipping for exchanges, but ask that our customers cover the cost of return shipping when simply returning shoes for a refund. In those cases, customers have the option to either use their own return postage, or to generate a shipping label from our website for $9.99, the cost of which then gets deducted from the final refund amount. While most customers find the $9.99 return label to be more convenient, it may or may not be less expensive than purchasing one’s own return postage separately – it just depends on each individual situation. So, if a customer uses a shipping label generated on our site to send back their shoes for a refund, the final refund amount will consist of the full product price plus tax, minus $9.99 for the shipping label. Because we want to make it as easy as possible for people to try our shoes (and hopefully fall in love with them), we’ve actually put a considerable amount of thought towards the issue of return shipping. While we have not quite found a way to make free return shipping viable at this point, we are constantly working on ways to improve our overall customer experience. To that end, one of our managers will follow up with you directly to answer any further questions and see if there’s anything we can do to improve your own experience with us. Thank you again for your feedback and for trying us out.
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The most comfortable and versatile shoes, boots and sandals your feet will ever love. Barefoot and minimalist footwear for running, hiking, walking, travel, yoga, working out, and more. As seen on Shark Tank.
