Reviews

Review Details

• Review fromJustin P

  Date: 03/23/2025

  1 star
  We bought 4 pairs of shoes for Christmas through Xero as they were recommended from a friend and decided to get the family them. One pair was for my son, he was not able to make Christmas this year while out of the country on studies but returned early March 2025 to open his gifts. He then tried on the shoes but they were too big by half a size, not allowing for their proper use in the gym/running. These shoes were just tried on once, never used. We requested an exchange through online support with *** for the proper size but got refused, out of the return window. I acknowledged that and replied explaining the situation that occurred and if there it can be re-looked at, but no, just like a robot replied, nothing can be done. ******** customer service. As a company don't you think understanding a situation and working with your clients' very reasonable request is the way to operate to keep you clients? Instead, an opportunity to build a good reputation with your clients and keep them for further business, unfortunately resulted in a loss of a family of clients.

• Review fromKristen R

  Date: 01/17/2025

  1 star

  Kristen R

  Date: 01/17/2025

  Xero shoes is a fraudulent brand. False advertising. This brand advertises selling barefoot wide toebox shoes. I bought my 3 year old son a pair because they are a barefoot shoe brand and they delivered a very slim fit shoe that did not have a wide toe box. Jori from customer service refused a full refund/exchange and was rude. **** cancelled the chat, which upset me and escalated the conversation. **** then proceeded to tell me they expect their customers to be professional in chatting with them. ******* should be an expectation, not professional. Anyways, complete false advertising. You wouldnt sell a double stroller that only fit 1 child and act like it was the customers fault. After further pushing the issue, hoping I could talk to someone else via email, **** got back to me and told me they could give me either -1. A 30% discount off a new pair.2. A 70% refund of the product price, minus a $9.99 processing fee. (Which comes out to $9.60 on the $35 spent)I will never go back and highly recommend nobody else try this brand. Go with vivos, they are excellent.

  Xero Shoes

  Date: 01/21/2025

  Hi *******,
  
  Thank you for reaching out.
  
  I am very sorry for the experience you had with Xero Shoes. Please know we pride ourselves on excellent service, and we hate that you experienced anything less. It looks like you had cut the shoes purchased to try to make them fit. There may have been some confusion with our regular returns policy, as it states the shoes must be unaltered. 
  
  While we recommend following this structure moving forward, I have gone ahead and issued you a full refund, including shipping. You should receive an emailed receipt here shortly. No need to send the shoes back, please feel free to do with them as you see fit. 
  
  The ****** Slip-on's are what we call a "fixed" fit, because there is no adjustability, and sometimes they will have a more snug feel as opposed to something with lacing and adjustability. I have also passed this on to our design team as we take these matters seriously. 
  
  I hope this helps, and please reply directly to our **************** Manager, ********, who will help you moving forward. 
  
  Take care. 

• Review fromLisa L

  Date: 11/07/2024

  1 star
  I have been trying to reach ********************* since 10/26/24 regarding a return. I started to initiate the return on their website and the first question that comes up asks if the shoes are in new and unworn condition. The word no is the default word, so when you click to get to yes, it registers as you having selected no and it locks you out of proceeding with the return. I have contacted them multiple times inquiring how I can proceed. After waiting 10 days, they responded: "We appreciate your patience with our new Returns and **************** Please send a picture of the shoes (including the soles of each) to verify they are in unworn condition. We'll get that block removed ASAP!I did what they requested but still have not heard back from them! This is highly annoying when the issue is with their new return center. Theres obviously a glitch and it prevents customers from returning their **********************. If you call their 800 number, you cannot speak to a live person. Your only recourse is emailing, but they do not respond. I am stuck with shoes that don't fit! They need to fix this and answer my emails so I can send the shoes back for a refund!

• Review fromAnita S

  Date: 10/15/2024

  1 star
  Worst customer service. They say they ship orders within 1-2 days. What a joke. This is my 3rd order from them and it has take at least 2 weeks or more to ship each time. I could not get any type of connection or response from customer service by phone, leaving a phone message or several emails.

• Review fromChar R

  Date: 10/07/2024

  1 star

  Char R

  Date: 10/07/2024

  Said they never were returned but they were. Be very careful of return. You'll be out shoes a d money.

  Xero Shoes

  Date: 10/08/2024

   Hi Char,
  Thank you for reaching out. I see that our support team has been in contact with you regarding your return tracking. It appears the tracking information for your package hasn't updated, and we had requested additional details since we havent yet received the item at our warehouse.
  It seems there may have been an issue when dropping off the parcel at **** instead of **** To resolve this promptly, we will issue a full refund for your order to compensate for the inconvenience. Our support team will continue to monitor the return tracking, and youll receive an email confirmation from our agent shortly.
  If you have any further questions or concerns, please feel free to contact our support team directly.

• Review fromDebra G

  Date: 10/06/2024

  2 stars

  Debra G

  Date: 10/06/2024

  The heels on the soles wore out within 2 months. **************** replied this was normal wear and tear. Offered a 60% discount on a new pair of shoes. Why would I spend more money when my experience is showing me poor quality. Never have I ever had a pair of shoes wear out so quickly.

  Xero Shoes

  Date: 10/08/2024

  Hi *****, 

  Thank you for reaching out. We're sorry to hear if the issue with your shoes. Our support team is looking into your case, and will be able to reach out with a solution that is satisfactory. 

  Should you have any further questions or concerns, please don't hesitate to reach out to our support team. 

   

• Review fromTrent L

  Date: 10/02/2024

  1 star
  False and deceptive advertising. They "are a small company" (with revenue in the hundreds of millions) and as such don't offer refunds to people who have worn their shoes even once. So if there is a problem, for instance they cause tremendous foot pain for a condition they advertise as being able to effectively treat, they will not refund you. Incredibly misleading.

• Review fromSandi E

  Date: 09/16/2024

  1 star

  Sandi E

  Date: 09/16/2024

  Very disappointed with the website, descriptions and customer service is non existent. The size description, recommendation was completely wrong for the Phoenix shoes, it is way smaller than they claim. Their website claims free exchanges but only if you are in the ***. **************** gave no options, did not offer free shipping, did not offer full refund just said that feet are different shapes so basically I would have to pay shipping to exchange the shoes to a new size. Shoes already doubled in cost because of shipping and exchange rate to CAD.I have a suggestion for them but not giving it to them for free. I want a refund or they pay shipping to get shoes back and no more shipping costs for the new size.I asked if company owners felt that customers buying wrong sizes due to wrong information on the website was a concern or issue but customer service (*****) gave some standard blah, blah, blah that the could not cover shipping costs Internationally! Sounds like **************** thinks ****** is overseas.If you really want to buy shoes from this company you better find a store to try them on because you can't tell what you will get if you follow their website sizing recommendations. And as many people point out.., their customer service NEEDS TONS OF IMPROVEMENTS

  Xero Shoes

  Date: 09/18/2024

  Hi *****,

  
  Thank you for bringing your concern to our attention through the BBB. I'm truly sorry for the trouble you've had with your Phoenix shoes and any frustration this has caused.

  
  It looks like youve already been in touch with our support team, and I see we've been communicating. We also offer phone support, but I completely understand that with the time difference, it may have been difficult to reach us during business hours.
  Since youre outside the **, Im sorry to hear the shoes didnt fit quite right. While we do our best with making everything true to size, sometimes the fit isn't always guaranteed. In cases like this, we usually suggest removing the insole, which sometimes makes a big difference in the fit.

  
  At this time, our system isnt set up to provide prepaid return labels for international orders. Please know that were diligently working on improving this process to make returns easier for our international customers.

  
  Moving forward, it sounds like youre deciding between an exchange or a return. If you decide to return the shoes, while we cant cover the shipping cost for returns, wed be happy to issue you a full refund once we receive the shoes for the inconvenience caused or help with that exchange process.
  
  Should you have any further questions, please feel free to reach out through our support team directly, and we have also reached out as well with some resolutions for you. 

• Review fromHeidi M

  Date: 04/03/2024

  1 star

  Heidi M

  Date: 04/03/2024

  These shoes did not fit, so I returned them. Per their return policy, unworn, new condition returns will be refunded. HOWEVER, they fail to mention that they will deduct the shipping both ways from your refund and they increase the shipping charge to a higher rate than what they charged to ship the shoes to you. Terrible customer service! Beware! Cheap **********************, spendy price and you will have to ******** to try them out.

  Xero Shoes

  Date: 04/05/2024

  
  Hello *****,
  
  Thank you for reaching out, and please accept my sincere apologies for any confusion caused. I understand the frustration this may have caused, and I appreciate your patience as we work to address these issues.
  
  Regarding our return policy and the associated costs outlined, we are continually striving to improve transparency and clarity in our processes. As part of our ongoing efforts, we are in the process of refining our return and exchange procedures. These changes will be implemented shortly, and we anticipate they will provide a smoother experience for our valued customers.
  
  To address the inconvenience you've experienced, we have taken the initiative to issue a full refund for the difference, ensuring that the amount reflected on your card aligns with your original purchase. You can expect to receive an email receipt confirming this adjustment shortly.
  
  Should you have any further inquiries or require assistance, please do not hesitate to reach out to our dedicated support team directly. We are here to assist you in any way we can.

• Review fromSarah C

  Date: 03/21/2024

  1 star

  Sarah C

  Date: 03/21/2024

  I was hoping after surgery I could have comfortable slip-ons. I received mine just in time for my afternoon walk today. They rubbed my ankles so much that I bled through my socks and stained the shoes. They will not refund me for what I paid for them, and my credit card won't dispute them because of their strict return policy. Disappointed.

  Xero Shoes

  Date: 03/25/2024

  Hi *****, 

  Thank you so much for reaching out. We recommend a few things in case there is heel rubbing, however, it looks like we fully refunded your order without needing to send the shoes back for the inconvenience cause. We issued that refund on March 22nd, so I would wait a couple more business days for the full amount to reach your account. Should you have any further questions or concerns, please don't hesitate to contact our customer support directly.