Koio Reviews 292

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

terrible terrible customer service.. I bought a pair of shoes online and after checkout a window pops with a picture of shoes and it says add to cart ... it looked like my order did not go through so I clicked add to cart to start again and then found out I just added another pair of shoes to my recent order... I immmediately tried to call to cancel but of course it was after hours so in less than one minute of ordering I emailed and asked to cancel. by the time someone got back to me the next day they said it was too late it was already in the system ... I was out of town so could not refuse the shipment. I asked for an extended return window which was granted but they are charging me to return a pair of shoes I never wanted in the first place ... no one will answer my phone calls ... their phone system is broken and they are ignoring my emails asking why I am paying return shipping ... I will never buy another pair of Koios

Great customer support. They were willing to make an exception for my boots that were 1 size too big after one day of wearing through snow & ice. They gave me a 50% off discount on my second pair, but based off the retail price, not the discounted price I originally purchased the boots at

Koio’s customer service blew me away. They were incredibly responsive, thoughtful, and went out of their way to accommodate my requests. It made the entire gifting experience feel personal and genuinely cared for — the kind of service you remember and want to come back to. Highly recommend.

I’ve bought KOIO shoes for years, and it’s disappointing to see how noticeably the quality has slipped. The switch away from Margom soles has brought several issues: the new soles fit differently, the edge finishing looks rushed, and the leather arrived with scuffs that never used to be a problem. Even the dust bags feel downgraded—from the thick canvas versions with dual drawstrings to thin, basic ones.

The quality-control issues were obvious enough that I requested an exchange, but even the replacement pair showed similar imperfections. That’s not something I ever expected from this brand, and it reinforces how far the overall craftsmanship has fallen.

These used to be an easy alternative to Common Projects, but at this point it makes more sense to wait for a sale and go with CPs. Their last works better for my narrow feet, and while KOIO’s pricing is easier on the wallet, the value just isn’t there anymore. Even the leather feels stiffer than past pairs.

Customer service remains responsive, but the product itself simply isn’t what it once was. Hopefully they reinvest in materials and craftsmanship rather than marketing, because the earlier quality is what originally made this brand worth supporting.

I order twice in 1 months totalling 3 shoes however, I received only 1 shoe. 1st time inventory problem and no one informed me about that. It was only upon delivery that I emailed KOIO and after investigation, they say inventory issues. 2nd time I ordered another shoes, which have more that 5 set in stock for my size and after 7 days I did not receive tracking. Again I email and again same issue, inventory problem.

I had a shipping issue with UPS and Jade and the Koio team responded immediately. Even though it wasn’t their issue they resolved it right away!

Thank you Jade and Koio♥️

Great shoes, the best dress sneakers. Had a size issue with my 5th pair and they addressed immediately!

I requested a price adjustment for my order. Aakifah at Koio was very accommodating and friendly. She completed the adjustment quickly. Thank you!

The KOIO shoes look fantastic. I had to exchange for a different size and the customer service was wonderful throughout the process (email communications and quick response times)