Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/29/2025

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  No one from the business reached out to me at all about this. I want to make it clear that ***** needs a much better return policy, and follow up for serious issues regarding their marketing strategies. Below is the email I submitted on 3-4-25, and never received any follow-up. NOW I DO WANT A REFUND.Good Day,I purchased Xero Shoes back in November after visiting a Reddit forum for recommended shoes for flat feet. Upon receiving the shoes I was thrilled, because I really adored the sense of fashion, and wanted to rely on the information that the users and website provides. However, after wearing the shoes for a month straight I noticed even more over pronation, pain, and strain on my ankles. Upon revisiting the posts on Reddit, I found that several people were reaching out to vulnerable groups of people to promote this idea and the company itself. This is concerning. I'm not sure if these people are salespersons within the company or genuine customers. The idea that some people need to go barefoot in order to train muscles sounded promising but it is something that led me to have more problems in general. I believe that it is not in the best interest of clients to promote the "natural foot theory." on social media forums to large groups of people with foot issues. I wished to reach out to be transparent so that future customers don't have this experience. While I usually don't bother with these matters I had to alert your company because I believe that you do have good products for certain target groups. However, this type of messaging should be better regulated. I realize I am not within the return policy, and honestly for me what matters most is that I made you aware of my concern. -Kind Regards CM

  Business Response

  Date: 04/01/2025

  Hi CM, 

  Thank you for taking the time to share your experience. We're truly sorry to hear that you didnt receive a follow-up to your initial message thats certainly not the experience we strive to provide.
  
  We appreciate your thoughtful feedback regarding how you discovered our brand and the concerns youve expressed around community conversations and messaging. At Xero Shoes, we believe that footwear should support natural movement, and while our shoes work well for many people, however, regarding your request, well be reaching out to you directly through the contact information associated with your order to discuss next steps and see how we can best assist you. While we do have a defined return window, well make sure your feedback is reviewed thoroughly by our team.
  
  Thank you again for your transparency your voice matters, and were committed to continuously improving both our products and the experience we provide.

  Customer Answer

  Date: 04/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  C ********

• Initial Complaint

  Date:12/16/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 2 pairs of shoes online. I was surprised that the price on my credit card ( online) account was higher than I saw ib tge receipt as I went to xero Canada site. Several days after the order was placed I received a text message at 6 am from *** asking for an additional $72 for duty fees. This was now $140 higher than the price I thought I was paying. I tried contacting *** to ask them to send the shoes back but they do not accept calls, only emails. I sent my first email to customer service. I then contacted **** and they said to refuse them and they would refund. For the next 3 mornings, at 6am, *** continued asking for money. I tried another 6X to contact *** via email, I asked **** to contact them when my efforts were ignored. **** said they could not. after a week of nothing I contacted **** ( all though email) asking for a refund as the shoes had not arrived and the scanning stopped. I was told to wait. An entire week went by with no scan updates from *** and no delivery. I had to remove my Christmas decorations and set up a note on the door in case the company attempted delivery without a scan. after a week with no changes, deliveries or updates I sent **** another email asking for a refund. they are now ignoring my emails. I have spent just over $300 and have no shoes or contact with the seller or the shipping company.

  Business Response

  Date: 12/22/2024

  Hi ******, 

  Thank you for reaching out. We are so sorry you experienced issues with the shipping service selected. It looks like your order got caught in the recent strike in ******. Rest assured, our **************** Manager, ********, will be reaching out to you shortly with a suitable solution. Should you have any further questions, please don't hesitate to reach out to her directly. 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22696301
  
  I am rejecting this response because:
  Canada Post has nothing at all to do with ***, I have placed orders and recieved them during the time that this has not been scanned or delivered, also, Canada Post has been back for a week and is already caught up. I have made over 10 attempts to settle and work with Xero, all of which has been refused / ignored except an email last week threatening no refund if I take any action against Xero shoes. I have tried to reach out to Xero's shipper ( DHL), while Xero has refused to try, 7 times and not been responded to. I want a full refund. this is exceptionally poor customer relations
  
  Sincerely,
  
  ****** *****

  Business Response

  Date: 01/09/2025

  Hi ******, 

  It looks like we actually fully refunded you for this order on December 24th. We have read through the correspondence, and it looks like our support team tried contacting ***; however, were told that the package might still be on its way to you. 

  Unfortunately while the Canada Post Strike was our of Xero Shoes control, it looks like we were able to initiate that refund. 

  I hope this helps, but if you have any further questions, please reach out to our customer service manager, ********, in your direct thread and she will help you moving forward. Thank you for your understanding and for giving us the opportunity to resolve this for you. If there's anything else you need, please feel free to reach out.

  Customer Answer

  Date: 01/09/2025

   
  Complaint: 22696301
  
  I am rejecting this response because: I appreciate the refund however I was being stonewalled by your management and customer service team throughtout my many efforts until I started the claim with BBB. the *********** strike had 100% nothing to do with ***. they are 2 very different and unconnected companies. I think you better go back and read all the emails again as I tried to come to an agreement over and over and asked repeatedly for your company to make an effort to contact the shipper - each time it was refused. If it was not for the BBB I would not have received a refund so I have a very low opinion of your company and advise Canadians to shop elsewhere
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  Date:11/22/2024

  Type:Sales and Advertising Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i purchased two pairs of shoes from xero shoes. both are too small and i would like to return them for a full refund. one pair arrived with a stain on the sole; clearly, it had been worn before. when attempting to initiate my return on their website, i was asked if the shoes were stained, and i answered "yes," expecting to be able to explain that they arrived that way. instead, the website blocked me from returning my shoes. i've emailed ********************************** multiple times with no response in over one week. no one answers either of their phone numbers, and they have not responded to a DM on instagram.i'm not looking for anything beyond a basic standard of customer service. i would like to return both pairs of shoes, as they don't fit and one of them arrived stained/previously worn.

  Business Response

  Date: 11/25/2024

  Hi *****, 

  Thank you for contacting us.  Due to the huge influx of orders and inquiries we've received, our support team are experiencing a delay in responding within their normal time frame. I can see our **************** manager, ********, has reached out to you with a prepaid return label and has addressed your concerns. What you receive is not normal, and we are happy to apply a fast solution right away. 

  I hope this helps and should you have any further questions or concerns, please don't hesitate to contact her directly. 

  Customer Answer

  Date: 11/30/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ******

• Initial Complaint

  Date:11/11/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I returned an item and received store credit in the amount of $112.54 on 10/24/24. Unfortunately, I have not been able to use the store credit which should be automatically applied when the associated email is entered but at checkout it shows "$0.00" applied. I have included screenshots of both the store credit amount as well as the checkout display. After attempting to reach out to customer service regarding this issue, I did receive a response advising me that if the link previously sent for the store credit continued to not work, then to place the order, let them know of the order number and then I would receive a refund in the amount of the store credit. Understandably, I am wary to follow this suggestion. I am no longer interested in purchasing from this company and just want the issue resolved.

  Business Response

  Date: 11/15/2024

  Hi Shermina, 
  
  Thank you for reaching out. 

  At this time our system allows full refunds for returns, so what you are seeing is part of the process in which our support team would handle on the back end to reimburse the amount back to you. We are sorry this has caused confusion, and it looks like our support reach reached out and was able to find a solution for you. should you have any further questions or concerns, please don't hesitate to reach out to them directly. 

   

  Customer Answer

  Date: 11/15/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** *******

• Initial Complaint

  Date:11/06/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered two pairs of shoes from Xero Shoes (**************************) back in early October. It was a very lengthy process to receive the shoes and when I did, they did not fit. I initiated a return (for store credit) and the shoes were received by them a week ago and no credit or refund has been issued. They do not answer or return phone calls or emails. This company seems fraudulent. I am looking for a full and immediate refund at this point.

  Business Response

  Date: 11/11/2024

  Hi ***, 

  Thank you for reaching out. Due to the huge influx or emails our support team has received from our October sale, they are experiencing a delay in response times. We are so sorry about this, and please know we are taking measures to ensure that doesn't happen in the future! 

  I understand your concern about the store credit being received, our Customer Support Manager has reached out to you directly with a solution, and should you have any further questions or concerns, please don't hesitate to contact her directly. 

   

• Initial Complaint

  Date:10/29/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought shoes with Xero but when the package arrived it was the wrong order (package address was mine but invoice was for another person) so I returned it. On October 18 the shoes were confirmed returned and a refund would be issued, I assumed 7-10 business days as usual but its October 29 and still no refund. Ive attempted to contact the customer service but theres no one responding to emails and nothing else I can think to do. Its a $93 refund for the shoes.

  Business Response

  Date: 10/30/2024

  Hi *******, 

  Thank you for reaching out. I am so sorry for the confusion caused here. Due to our Biggest Sale in October, return processing times, as well as support responses are slightly delayed. Our support team has reached out to you directly and issued you that refund. 

  I hope this helps. Should you have any further questions or concerns, please don't hesitate to contact support directly. 

• Initial Complaint

  Date:10/21/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  1. I ordered 2x shoes ****************** from this company in early August. 2. I unfortunately had to return both shoes on 20 August as their sizing system is unique. I returned both in the same box with a note stating all of my details, contact information, and order number. I was given an inaccurate tracking number unfortunately 3. Excessive time went by and the company kept saying they couldnt confirm if they had received the shoes without a tracking number. I worked with Canada post who fixed my tracking number on 06 Sept and the shoes has been sitting at their warehouse for 10 Business days (since 26 August). I was upset about this as I had put information inside my return box to ensure a fast return. I asked why this wasnt actioned and was told the delay was me not providing a tracking number. 2. Returns were sent out for both shoes to me around 10 Sept. their return policy states they set the declared value to $0 so I dont pay duties and taxes twice 3. They didnt do that and set the value to full price so the shipping company would not release packages to me. I reached out to the company about this and they said to have these packages return to sender and as soon as they saw it as being returned, they would dispatch a new pair. 4. I returned to sender each pair on 25&27 Sept and told the company. A new customer service *** said my I was told incorrect information and they would have to receive the shipments before dispatching a new pair. 5. After two months of back and forth and dissatisfaction - I asked for a refund of both pairs. I have been trying to get a hold of them for weeks and no one is answering my request. Its been almost a month and they cant tell me if theyve received my packages or not.

  Business Response

  Date: 10/22/2024

  Hi *******,
  
  Thank you for reaching out, and I sincerely apologize for the difficulties you've encountered. Please know that we are actively reviewing the situation to ensure we find an appropriate resolution for you.
  
  I see that you've returned two orders, which were your exchanged pairs. In order for our support team to assist you more effectively, we kindly ask that you provide the tracking numbers, allowing us to follow the progress of the packages with you.
  
  Regarding duty fees, we mark exchange shipments as gifts to help avoid additional charges; however, these fees are ultimately determined by the receiving country.
  
  Our **************** Manager, ********, has personally reached out to you and is available to assist with any further questions or concerns you may have. Please dont hesitate to connect with her directlyshes happy to help.

• Initial Complaint

  Date:10/16/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Ordered shoes from ****'s website because they were advertising a sale. The *** tracking information was updated on 10/10 to say that they had shipped the shoes and they were on their way. Unfortunately that was the last update I received on the shipment and soon *** advised that an investigation be initiated by the SENDER. So, I reached out to the Xero shoes support email about this and after 5+ days have still never even received a basic response.After 3 days I requested a simple refund as I was clearly never going to receive the shoes and no one was contacting me about initiating an investigation.I've since reported the charge on my card and will seek a refund that way. However, charging customers for a product and then not working with them at all to receive said product is not a functional way to do business in my opinion

  Business Response

  Date: 10/17/2024

  Hi Keenan, 

  Thank you for reaching out.  Due to the huge influx of orders and inquiries we've received, our support team is experiencing a delay in responding. Please know we are working around the clock and as efficiently as possible to make sure you are taken care of. 

  Our customer support manager, Savannah, has reached out to you directly with a suitable solution. Should you have any further questions or concerns, please don't hesitate to reach out to her directly. Take care. 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22431687, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Keenan Fryer

• Initial Complaint

  Date:10/15/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased four pairs of shoes on 10/1/24. I was charged on 10/1/24. I paid for shipping on 10/1/24 that was supposed to guarantee delivery within 9-14 days. Today is 10/15/24 and the shoes haven't shipped yet, there is no anticipated ship date, and Xero Shoes isn't responding to attempts to reach them via chat, phone, or ******** messages.

  Business Response

  Date: 10/16/2024

  Hi Michelle, 

  Thank you for reaching out. I can see that our support team responded to your inquiry yesterday. 

  Due to the sheer volume of inquiries they have received, they are working as quickly as possible to get everyone taken care of. 

  Our support manager, Savannah, has reached out to you directly with a suitable solution. We thank you so much for your patience throughout this process, and should you have any further questions or concerns, please don't hesitate to reach out to her directly. 

  Customer Answer

  Date: 10/17/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22426910, and find that this resolution is satisfactory to me. They shipped the shoes within hours of me filing this complaint.
  
  Sincerely,
  
  Michelle Vakman

• Initial Complaint

  Date:10/15/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased Xero shoes a week or so ago and they don't fit. No problemI see that **** offers free returns/exchanges. I tried to use their portal only to see that they say my order doesn't exist... I reached out via their chat service a few days in a row but it keeps saying they're offline and haven't responded to my numerous chats/emails.I now have called as well only to receive a message that they only respond to emails. I'm one step away from filing a claim with my *************

  Business Response

  Date: 10/16/2024

  Hello Russell, 

  Thank you for reaching out. Due to the huge influx of inquiries we've received, are support team are experiencing a delay in responding. Please know they are working around the clock and as efficiently as possible to make sure you are taken care of. 

  I can see that they responded to you yesterday and sent you a return label. I do see that you are domestic, so these would be a full refund, plus shipping. 

  Our support manager, Savannah, has also reached out to you directly, and should you have any further questions or concerns, please don't hesitate to reach out to her. 

  Customer Answer

  Date: 10/16/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 22425465, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Russell Schindler