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December 2023 by Sergey P.
Their return/exchange policy is awkward. They make you pay for the shipping and for the return shipping (9.99), so if the shoe size (or anything else) isn't quite right, you'll have to pay extra $ to get the refund. They also claim that "it may take us 10-15 business days to complete your refund" but in my case it took almost a month and a few discussions with the customer service before they initiated the refund.
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September 2023 by Paul B.
I would highly suggest that you do your homework before ordering from this company. I ordered a pair of men's shoes and they shipped women's shoes instead. OK, mistakes happen, I understand. What I don't understand is their customer service. They've taken down live support, and posted that it takes 4 to 5 business days to get a response via email. I'm now going on two weeks with zero contact. I reached out via Facebook messenger and was told that I'd be hearing from them shortly. Sure, the shoes may be great, but God forbid you have an issue with your order. Now I'm out over $120 and stuck with a pair of shoes I will never be able to use. I was told via Facebook they've been busy due to a sale and a new line launching. It would probably be better to be proactive, rather than reactive, when you know you're going to have increased sales volume. I will update this if I ever do get a response.
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September 2023 by Muzummal Tallat
Great shoes! Horrible customer service. And based on the past reviews, they have no plans on improving their customer service which is a shame. And its not the customer representatives that are bad. They are doing the best they can. It's the fact they disabled their phones and respond super late to emails. Also in comparison to other reviews, they have had them disabled for awhile now. So my guess is they are understaffed. I don't think I would order again or recommend this brand unless their customer service improves. Your best bet is to not buy directly from Xero Shoes and to find a retail store that carries them.
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August 2023 by Lisa K.
I ordered my second pair of women's Xeros and followed the website's size guide, just like I did the first time. When I received the second pair and tried them on, I realized they are a half size too small. My toe hits the end. "True to Size" on the website was incorrect. No problem, right? Well, not exactly. Their return policy states the customer has to pay for return shipping, which would be fine had I just changed my mind. But the shoes don't fit, and their size guide is wrong. I went to return the shoes and would have been charged $36 to ship them back. The shoes were $50 (on sale). So I'm going to have to list them for sale in a Marketplace somewhere. I will not buy a new pair of shoes from Xero again until their return policy changes. They claim they hope to one day be big enough to pay for return shipping...? They need to update their size guides OR honor return shipping costs. Online stores, especially shoe stores, should factor this into their cost of doing business. Now I am stuck with a pair of shoes I can never wear.
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July 2023 by SGvL SGvL
I ordered two pairs of their shoes expecting normal fit like my Vivobarefoot and Altra shoes, they have a zero drop, but I was surprised after a walk around the house that they're way narrower that a normal barefoot shoes. I contacted customer service so that I can return them but the answer was either a 100% credit to use on the shop (which I don't want because of the fit) or a 70% refund because the shoes are worn! Excluding paying for shipping twice.
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June 2023 by Parker H.
FAIL. Ordered and they messed up a few times. Wasted my time with the non-existent customer service. This company is tricky, pretending to have customer service, but really they are a bad reseller with fake review. What a shame. Never buying ZERO shoes again.
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June 2023 by Jack!
Unfortunately, I am not terribly impressed. I've worn the shoes for two weeks now, I have dutifully followed the instructions on the card that came with the shoes, and I am still terribly uncomfortable. When I ordered the shoes, I resolved that I would not return them for any reason whatsoever because sometimes I am quick to judge. Just be careful, folks. God bless.
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May 2023 by Martha Thayer
I am disappointed in the customer service. I bought a pair that was too large. I bought a right fit. I am trying to return the former. No one responds. I am glad that you have a great concept and good marketing but that lack of follow through on customer support is to put it mildly, disappointing and or annoying.
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March 2023 by Joseph Medina
Great shoes, and amazing mission! As someone who has had duck feet his whole life it’s been amazing seeing my stride change as I use these shoes.
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February 2023 by Nazeem A.
Those shoes do not at all live up to the hype.Very disappointing experience and my shoes are unwearable.
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February 2023 by Ben Nelson
Worst customer service to the point they even know it. They shut off phone support. Been 45 days an no order has been received, they offered to reship and then stopped replying to email. Shop Vivobarefoot, even overseas and any they got me my shoes on time.
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January 2023 by Brad Palikij
After initial issues with a pair of their shoes, I was able to get into contact with customer service to get a replacement pair sent out. Happy with them so far.
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December 2022 by Emma Hutchings
4 stars for the product0 stars for customer serviceWrote to customer service for advice on sizing but only received a reply after I got fed up waiting and went ahead and ordered. Unfortunately sizing was wrong so have had to return shoes.Wrote several emails asking about returns but still waiting for a reply a week later. I just hope I receive a refund...
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November 2022 by brian wesner
I bought a pair of Xero Prio’s during their recent sale, my second choice in color as my first was sold out. Unfortunately they ended up a half size to large so I called to initiate an exchange. They went WELL above and beyond. They had a pair in my first choice of color and size and sent them out expediently. Further, I LOVE them!! Excellent experience with Xero shoes and they’ve found a return customer in me. Thank you so very much Xero Shoes and my customer service rep Joaquin!
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September 2022 by Devin H.
Went into the Broomfield location this morning that says they open at 9 when I arrived there was a sign on the door that said no customers due to Covid concerns. Covid hasn't been a problem for months if you feel it's still a concern remove your hours so people don't show up for nothing. Tried to call regard of how I navigated the automated answering system I could not get anyone on the phone.
