Koio Reviews 284

Had great responsiveness from customer service for multiple requests.

Additionally the products from KOIO are top quality!

The shoes ended up not working out after trying two sizes, but the customer support was great and the return process was easy.

Great super comfy and look amazing

I’m extremely disappointed with my experience.
I ordered the Bergamo Leather Boot in Anchor (8 US / 41 EU) and received a clearly mismatched pair: one shoe looked new, while the other was a different color, visibly scratched, and showed obvious signs of prior wear. For an expensive purchase, this is unacceptable.
On top of that, this is the second issue I’ve had—my previous pair of oddly sized boots was also returned. I sent that return back and now I’m dealing with another defective pair. I’ve clearly stated that I do not want to be charged further for items that arrive in this condition.
I reached out to customer service with all the details, including:
Order: EXC-12654721-1
Fulfillment: EXC-12654721-1-F1
Tracking: 1ZH9E0910303694631
Order placed: 2/10/2026
I also provided photos of the mismatched and scratched shoe. No one has followed up or responded.
At this point, I expected at minimum:
A prompt reply
A prepaid return label
Either a correctly matched replacement pair or a full refund
Instead, I’ve had poor quality control and a lack of basic customer service. I will think very carefully before ordering again and cannot recommend this based on my experience so far.

Great customer service.

I've worked with Aakifah on several customer service issues, the service provided has been stellar. Prompt email responses and goes out of the way to please the customer.

Koio does not have any customer service. Koio is running false highly rated reviews. Koio's phone number for customer service is disconnected & is in Kerhonkson, NY - - not in Manhattan where the store is located. 845-253-5772 is the number on Koio website & IT IS DISCONNECTED. As well, emails to their company regarding problems with orders that have been charged & not received are answered by an AI assistant who promises to have a human follow up - - but there is NEVER any follow up.
NOTE: when I posted this review on Trust Pilot, within hours I heard from Koio. A rep resolved the problems. Amazing, right? Thank you Trust Pilot !

Great customer service

Over 50 different emails back and forth, mostly AI canned responses. Jade claims she’s a real person, who knows. Once they start using ai, you never know for sure, that’s on them. Should never have started using it. They don’t give timeframes for out out of stock, just “ once we get we’ll let you know”
It’s been the worst ordering experience for anything I’ve ordered in my entire life. I’m hoping the sneakers themselves will offset this. I had another 3 or 4 in mind, based off of reviews I saw on YT. I should have know, as none of them talk about the ordering and shipping. But we shall see. So far my experience has been horrible. I absolutely will post a glowing review if they deserve it for quality. If you plan a purchase, be ready to wait a longgggg time. Again hoping they’re worth it.

Atrocious customer experience. Misguided shoe sizes and when you go to return or exchange their policies are unflexible and borderline unethical. Despite never wearing the shoes to try them on they were unwilling to allow me to exchange. I would NEVER purchase from this company.

Where do I start. I’ve spent thousands of dollars on your shoes over the years, and this experience with Koio was by far one of the worst.
After placing my order, I waited 10 days with no updates, only receiving information after I personally followed up with customer service. I was then informed that one pair was canceled due to an inventory error. Two days later, the second pair was also canceled for the same reason.
This raises serious concerns about inventory accuracy and order management. If products are not available, customers should not be allowed to purchase them in the first place
Order #: 12646651
Unfortunately, this experience has completely eroded my trust in the brand. I will not be purchasing from Koio again.

Shoes: great quality both in materials and craftsmanship; very comfortable. Customer service: truly excellent! I ordered my second pair a couple of days ago.

Update: It looks as if they are looking to resolve this for me stay tuned and I will update as soon as I receive my shoes.

First off, the shoes are nice. I purchased a pair early in 2025 and I really like them. Great quality. The issue is customer service. I recently purchased a pair of capri leather sneakers in onyx that were delivered on 12/12 order number 12599211. The size was wrong and I returned them requesting a new size. When I purchased the shoes, I bought the Free Returns and Package Protection. The Post Office has had the message of "In Transit to the next facility since December 21". I reached out several times to Koio and their response was for me to reach out to the post office. Since I purchased the free returns and protection package, I expect Koio to be more proactive to help me find out what is going on with my package. I requested to file a claim so we can resolve this issues and send me my shoes with the correct size or give me a refund. As of now, I am concerned about the integrity of Koio and am waiting to see what they do to bring this to a resolution. BEWARE until further notice!!!!!!!!

Update 02/04: This is getting beyond baffling! After my complaint to the BBB, the business responded to the bureau, stating they had FULLY refunded me. However, they only refunded TEN PERCENT of what they owe me! The lengths to which they will go to avoid accountability are just unbelievable! Stay FAR AWAY from this dishonest merchant!
Edit 02/02: I see the reply states how they generously allowed me to return the items but compliance with the consumer protection laws is not an exception, it is mandatory! It also fails to reconcile the $135 they still owe me. This is FAR FROM the cost I paid for shipping! That said, the company is liable for their dishonest practices, the cost of shipping to "try on" the faulty merchandise is their responsibility, not mine. All in all, still trying to evade accountability. Sad, really.
So, Carolyn, if you do really want to help, refund me the money you stole from me!
Original review: Do not buy from this dishonest company!
Koio’s "Standard US" sizing is a hallucination. Their own guide admits their US 9 "standard" is actually the same size as a certified US 10.5 size, per the international ISO standard. This is misleading. I bought a pair of their shoes as a gift and they blamed it on me for not measuring the gift recipient's foot ahead of time and double-checking their size guide! It is exactly the point of "standard sizes" to avoid having to do that! Even after seeking "expert" advice for a replacement with the exact foot measurement this time, the second pair was unwearable and at least a size too small, which they called "personal preference". Really? When you can't even stand up wearing a shoe, it's not a preference, it's customer service failure.

Most importantly, be warned that they may STEAL nearly 30% of your money if you return the shoes, without explanation. They shorted me ~$135 and only refunded a portion of what I paid them! When I challenged the discrepancy, they became combative, labeled my request for a full refund "harassment," and ghosted me. They still owe me $135. Avoid this company at all costs!
The NY Attorney General and the BBB will be investigating them for illegal deceptive business practices and violation of consumer rights.

Aakifah from customer support was excellent and answered all my questions and then some!

Beautiful, high-quality shoes. Great customer support. My wife bought me a pair of boots for the holiday. They were the wrong size but customer support helped me sort through the situation easily and quickly. Definitely recommend this brand!

Super solid customer service and communication. Got sent an extra pair of shoes by mistake and received a friendly discount as a courtesy. Shoes I got by mistake were just right so worked out for everyone. My customer service rep was very accomodating.

Koio made an exception in their return policy so we were able to return a pair of shoes beyond the 14 day return window. Thank you Koio for your help

I purchased the Capri Rose Anvil because KOIO speaks confidently about craftsmanship, durability, and long-term value. As someone who believes good products should age well, that positioning resonated with me.

Unfortunately, after less than six months of very light use, the white finish on the leather began to wear off visibly. I ended up using third-party restoration products simply to keep the shoes presentable, which felt out of place for a product at this price point.

This isn’t about expecting perfection. It’s about alignment between promise and performance. For a $350 shoe marketed around longevity, the materials and finishing should hold up better under normal, occasional wear.

I’ve had more consistent durability and comfort from other brands like Nike and Ted Baker that make fewer claims about craftsmanship. When a brand positions itself as premium, the product needs to quietly support that story over time.

Marketing is elegant. The experience, in my case, fell short.

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