Koio Opiniões 285

Jan 19 update: KOIO didn't make any contact. I returned the defective Capri sneakers via USPS. KOIO received them on 01/12, yet my order still shows as “fulfilled” with no acknowledgment of the return. I have repeatedly tried contacting customer support via chat, waiting over 2 hours only for agents to appear and then stop responding. I have never experienced such poor customer service... Jan 6 update: I provided my information through Trustpilot on 12/31 as requested, but I have still not been contacted. I also attempted to reach customer support via chat and waited over an hour with no response. I have not even received a return label for the defective Capri sneakers. Unfortunately, the lack of follow-up has further reinforced my concerns about customer service. Dec 25 review: I received a pair of Capri sneakers with multiple visible stains and a scratched area on the white side that clearly cannot be fixed. This was obviously a previously returned pair that was resold, even though the box included a card stating “Quality Checked and Approved.”
To make matters worse, the shoebox arrived damaged and torn — unacceptable for a premium brand and embarrassing, especially since this was a Christmas gift.

After more than 1 hour chat and all photos shared, Customer service (Ms. Aakifah) offered 2 options: a standard exchange (which requires me to print labels, drive 20 minutes to USPS, purchase packaging, wait for them to receive the shoes, and then wait again for a replacement), or a $25 refund to keep a dirty and scratched pair. KOIO made the mistake, but all the inconvenience and work fall on the customer. There was no offer of pickup or any compensation.

According to the founders, they are focused on “the tiniest details”, but my experience highlights a serious failure in both quality control and customer excellence.

If you are looking for true quality and a premium experience, I strongly recommend Common Projects instead of KOIO

terrible terrible customer service.. I bought a pair of shoes online and after checkout a window pops with a picture of shoes and it says add to cart ... it looked like my order did not go through so I clicked add to cart to start again and then found out I just added another pair of shoes to my recent order... I immmediately tried to call to cancel but of course it was after hours so in less than one minute of ordering I emailed and asked to cancel. by the time someone got back to me the next day they said it was too late it was already in the system ... I was out of town so could not refuse the shipment. I asked for an extended return window which was granted but they are charging me to return a pair of shoes I never wanted in the first place ... no one will answer my phone calls ... their phone system is broken and they are ignoring my emails asking why I am paying return shipping ... I will never buy another pair of Koios

Great customer support. They were willing to make an exception for my boots that were 1 size too big after one day of wearing through snow & ice. They gave me a 50% off discount on my second pair, but based off the retail price, not the discounted price I originally purchased the boots at

Koio’s customer service blew me away. They were incredibly responsive, thoughtful, and went out of their way to accommodate my requests. It made the entire gifting experience feel personal and genuinely cared for — the kind of service you remember and want to come back to. Highly recommend.

I’ve bought KOIO shoes for years, and it’s disappointing to see how noticeably the quality has slipped. The switch away from Margom soles has brought several issues: the new soles fit differently, the edge finishing looks rushed, and the leather arrived with scuffs that never used to be a problem. Even the dust bags feel downgraded—from the thick canvas versions with dual drawstrings to thin, basic ones.

The quality-control issues were obvious enough that I requested an exchange, but even the replacement pair showed similar imperfections. That’s not something I ever expected from this brand, and it reinforces how far the overall craftsmanship has fallen.

These used to be an easy alternative to Common Projects, but at this point it makes more sense to wait for a sale and go with CPs. Their last works better for my narrow feet, and while KOIO’s pricing is easier on the wallet, the value just isn’t there anymore. Even the leather feels stiffer than past pairs.

Customer service remains responsive, but the product itself simply isn’t what it once was. Hopefully they reinvest in materials and craftsmanship rather than marketing, because the earlier quality is what originally made this brand worth supporting.

I order twice in 1 months totalling 3 shoes however, I received only 1 shoe. 1st time inventory problem and no one informed me about that. It was only upon delivery that I emailed KOIO and after investigation, they say inventory issues. 2nd time I ordered another shoes, which have more that 5 set in stock for my size and after 7 days I did not receive tracking. Again I email and again same issue, inventory problem.

I had a shipping issue with UPS and Jade and the Koio team responded immediately. Even though it wasn’t their issue they resolved it right away!

Thank you Jade and Koio♥️

Great shoes, the best dress sneakers. Had a size issue with my 5th pair and they addressed immediately!

I requested a price adjustment for my order. Aakifah at Koio was very accommodating and friendly. She completed the adjustment quickly. Thank you!

The KOIO shoes look fantastic. I had to exchange for a different size and the customer service was wonderful throughout the process (email communications and quick response times)

Even though my order was past their 14 day return policy, they still refunded me the difference between the current markdown price and the price that I had purchased for.

I was already happy with the Milo boot regardless, but Koio's excellent customer service was the cherry on top.

Aakifah was incredibly helpful and processed my price adjustment quickly and professionally. She was friendly and made the entire experience smooth and stress-free. Excellent service!

While I don't always leave reviews for retailers, my recent experience with Koio warranted it.

I initially ordered two different sizes, unsure of my fit. When I realized the special promotion only allowed for store credit, I requested a full refund and was accommodated. I then ordered a size 12, which turned out to be too big, and initiated an exchange. I greatly appreciated receiving a courtesy refund for the return/exchange fee.

A few days later, the sneakers went on a deeper discount. I inquired about a price adjustment and was immediately granted the difference.

Not only are the quality and aesthetics of Koio premier, but your customer service is truly unparalleled—beyond responsive and solutions-focused. Other retailers should take notice.

Thank you for providing such an exceptional shopping experience.

I thought I needed to make an exchange for a recent boot purchase but turns out they just needed a little extra time to break in. The support team was very quick & helpful in answering my questions. It was an easy process getting someone to cancel my exchange request & return the exchange fee. Really great experience.

I was skeptical
At first as I have never heard of them but wow ! I'm impressed ! Shoes are of good quality and their customers service is exceptional. Timing , accommodating , friendly , and helpful!
I have ordered a couple pairs from them
And plan on continuing to purchase . Def will be an ongoing customer !

I own over 12 pairs of Koio shoes. I purchased the triple white capris 3 times. I wore the first 2 pairs nearly every day. They still looked good (with cleaning obviously and new laces)

Super comfortable. Best luxury sneakers on the market and best value.

Excellent customer service

Capri sneakers arrived with deformed outsoles, clear manufacturing defect. Had there been quality control in place, the sneakers never would have made it to my front door. Customer service regarding exchanging was fine, but nothing superlative.

I’ve been buying and wearing Koio for 5 years now. I’m not kidding when I say it’s the only brand of shoes I buy and wear. I just purchased my 16th pair…
16 pairs, and every single one still looks and feels like great.