Koio Opiniones 

This is that all-too-rare company whose great products are matched only by its customer service.. Jane from Koio handled a complaint I had about the availability of a particular product and she was professional, responsive, thoughtful and gracious. I could not have been more pleased.

Some of the best customer service I have experienced in a long time!!! Very communicative and accomodating!

Extremely Frustrating and Disappointing Experience with Zero Accountability for Lost Order

I ordered Koio Lido Suede Loafers on May 30, 2026, and UPS lost the package. Nearly a month later, I still have not received the shoes, a replacement, or a refund.

What made this situation even more frustrating was Koio’s handling of it through its customer service representative, Larissa. There was a noticeable lack of proactivity and urgency in addressing the issue. I had to repeatedly follow up, but she provided no meaningful updates. Rather than taking ownership of the problem, advocating for the customer, and pushing Koio to resolve an order failure that was not my fault, Larissa repeatedly shifted the burden back onto me and the UPS investigation.

On June 10, 2026, Larissa wrote: “Please be advised an investigation can take 8-10 working days. For orders where Checkout+ protection was removed, we are not liable for orders where a package is missing or stolen after delivery unless the claim is approved by the carrier.” This response was incredibly disappointing and felt like an attempt to shift blame rather than resolve the problem. It also strongly implied that unless I had paid extra for Package Protection, Koio would not stand behind its own order fulfillment.

As of today, June 28, 2026, it is already well past the 8–10 working day timeframe Larissa referenced, and there has been absolutely no follow-up or update from her. I am still left with nothing—no shoes, no replacement, and no refund.

This lack of communication and accountability is unacceptable. Prospective customers should be aware that if something goes wrong with delivery, Koio may rely on fine print and carrier investigations instead of stepping up and resolving the issue promptly.

I made it very clear multiple times in writing that I needed the shoes for upcoming events over the July 4th weekend. Now the shoes are backordered, and it is too late for me to receive them in time, making the entire purchase pointless.

Larissa’s responses came across as dismissive and indifferent, with little sense of urgency or responsibility. This has been an extremely frustrating and disappointing experience from start to finish, and it has completely eroded my trust in Koio.

I will not be purchasing from Koio again.

I am extremely disappointed with KOIO's customer service.

I purchased a pair of KOIO shoes as a Father's Day gift for my husband after hearing great things about the brand. The shoes were expensive, and we were excited to become customers. Unfortunately, the size and style were not the right fit, so I attempted to exchange them for a different KOIO style.

The issue is not KOIO's return policy itself—I understand that policies exist for a reason. Rather, the timing of when I received the shoes left me with only a couple of weeks before the return window expired, and because they were purchased as a Father's Day gift, my husband didn't have the opportunity to try them on until after the deadline had passed. Once we realized the size and style weren't the right fit, I immediately reached out to request a one-time exchange exception. Over the course of several days, I contacted KOIO four separate times through three different channels—two emails, the online contact form, and a live chat—and never received a single response.

The shoes are unworn, in brand-new condition, and I am not asking for a refund. I simply want to exchange them for another pair of KOIO shoes and remain a customer.

For a premium brand charging premium prices, I expected at least a response. Basic customer service would suggest acknowledging a customer's inquiry after multiple attempts.

The product may be excellent, but my experience with KOIO's customer support has been frustrating and disappointing.

If KOIO chooses to respond to this review, include a direct email for "Carolyn" vs. the general "Help" email. The general email will not be answered. If a response is not received and the issue remediated, I will be issuing a chargeback with my credit card company.

CAROLYN, I'VE FOLLOWED UP WITH YOU THREE TIMES SINCE YOU PROVIDED YOUR EMAIL AND I HAVE YET TO RECEIVE A RESPONSE? NONE OF MY PREVIOUS MESSAGES WERE EVER ADDRESSED, AS I DID LOOK IN JUNK/SPAM.

If I could give a 0 star rating, I would!
Absolutely terrible customer service and a complete waste of money.

I purchased the Lido Leather Loafer from Koio and paid extra for package protection. The package was supposedly "lost in transit," and I never received the shoes. What is the point of paying for package protection if the customer is left with no product, no refund, and no answers?

I tried repeatedly to contact customer service by phone, but it appears impossible to reach a live person. I also sent emails explaining the situation and requesting a refund, and those emails were completely ignored.

For a company selling premium-priced footwear, the level of customer support is shockingly poor. Once they have your money, good luck getting assistance if something goes wrong with your order.

Losing a package is frustrating enough, but being ignored by the company afterward is unacceptable. Customers should not have to fight for basic communication, let alone a refund for merchandise they never received.

Buyer beware: If your order arrives without issues, you may be fine. But if something goes wrong, don't expect Koio to stand behind its customers. Based on my experience, I would never purchase from this company again. UNACCEPTABLE!

I ended up with a women's size 10 instead of a men's size 10 (Shop app didn't indicate gender). Koio made it right and waived the additional fees that would typically have been associated with the exchange. The shoes themselves are fantastic, as I was confident they would be, so you can trust that you will get an excellent product with reliable customer service.

Great customer service. Very easy to work with on returns.

I had a question about sizing, since the website is a bit ambiguous on sizing for 1/2 sizes. Customer service was quick to respond, sent a link to sizing instructions that produced the exact size I needed to order.

Horrible customer service.
Their return policy requires customers to take multiple photos of the shoes they wish to return and then upload those photos to the return request before it can be processed.
The whole exercise is clearly an attempt by the company to discourage returns………

The company responded that this is a customary request……IT IS NOT!!

I have never been asked to take multiple photos of shoes or clothing that i wish to return.

The shoes are unworn and i stated that if they found otherwise that they could decline to refund for any worn shoes.

This is clearly an attempt to dicourage returns in the first place.

I will purchase shoes from other sites which don’t have this onerous requirement.

I ordered the Capri Leather Sneakers in Castagna because they were advertised on the website as being made from vegetable-tanned leather that would develop a beautiful patina over time. Unfortunately, I feel I was seriously misled.

The sneakers I received are well made in terms of construction, but the leather itself is of such poor quality that even cheap discount-store sneakers compare favourably. Instead of the naturally tanned, premium leather I was expecting, what I got looks and feels like cheap leather coated with a plastic-like finish. It neither looks natural nor high-end.

After a single evening walk, they already looked terrible, with all these artificial-looking creases appearing across the surface.

When I contacted Koio to raise the issue, I was told that it wasn’t plastic-coated leather but aniline leather. If that’s true, then the first problem is already in the way the product was marketed, because what was promised was vegetable-tanned leather.

I’ve owned almost exclusively leather boots and sneakers for years, and by now I know how to recognise quality leather. When I look at the embossed grain and see that it appears fused into the surface, and when gently scratching an inconspicuous area with a needle causes small flakes of coating to come off, that does not suggest aniline leather to me. It suggests a low-grade leather that has been made presentable with a surface coating.

It’s disappointing, because these sneakers simply won’t age well in my collection. I’ll be going back to the brands I’ve trusted for years—brands that don’t make promises they can’t keep.

Full disclosure, from the ordering process to answering questions, the customer service is outstanding! I have had the pleasure of wearing these Capri years ago and was thoroughly impressed by the quality.

Koio's Sneaks are gorgeous! They do seem to run quite big (I wear a 9...ordered a 9, and they were 1.5 inches too long. It was a pretty monumental difference.) This being said, the return process was super smooth. I made the purchase for an upcoming vacation, so it's a bummer they didn't work, but once we're back and settled, I'll be revisiting to hopefully get a well fitted pair of their beautiful Sneakers!

Extremely helpful given I cannot try on in a shop and I just had 2 bad experiences with fit prior to this purchase. I was a but nervous dealing with an American company I didn't know but the reviews were great. I received my sneakers relatively quickly (ie I thought it would take longer from US). Quality and service was excellent. I would definitely buy again and recommend.

Spend the extra $100 on Common Projects. Worth it. I ordered a pair of Koio sneakers on May 19th. When I followed up, I was told delivery would happen by May 28th. That date passed — no tracking number, no shoes, no communication.

I’ve reached out multiple times since. Silence.

Koio sells itself as a premium sneaker brand at a lower price point than Common Projects. That’s the appeal. What you actually get is one customer service response to buy time, then nothing.

No fulfillment. No follow-up. No accountability.

Common Projects costs $100 more. Pay it. At least you’ll get the shoes.

I have 4 pairs of KOIO leather sneakers and they are terrific. I had a quality issue with one shoe, and it was replaced quickly and with no hassles. The customer service was excellent.

The shoes are great, but the Webshop, logistics and customer service is crap. I ordered two pairs online. They withdrew the money on by card same day. After 8 days and a few reminders they finally got back to me and told me that they did not have one pair of the shoes. Apparently they cannot figure out how to send the other pair. Maybe they don’t have them either. They are not really answering my questions.

I pre-ordered a pair of shoes before they were to be released. Out of the blue got a "order cancelled" notification with no context as to why. By the time customer service responded to me the shoes already sold out. So much for pre-ordering.

I ordered a pair of Capri White/gum two days ago. After ordering I noticed an email I had received offering an extra $25 off my first order. I emailed back asking if they would honor the discount. In my previous experience, any other company has always denied that type of request. With Koio, I received an immediate reply with a yes and refund was offered. I cannot wait to see the shoes. If they are half as nice as the service I received, I will be a lifelong customer. Thank you Koio!

Bought two pairs of shoes and exchanged for a different size (same model). After the transaction I received en email from koio asking to leave a review for a store credit which I did.

When I tried to use the credit and it didn’t work, koio customer service said my credit was no longer valid because I exchanged the shoes.

This was not a return and I left the review for the same model / item and the credit offered wasn’t honored. A lot of the positive reviews you see on their website are compensated. Please take this into consideration when ordering. Quality is 6/10.

Great customer service, fast replies.