Poor customer service
Poor customer service. AI responses that don't address the problem
Kate Suttle
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Xero Shoes is an online company. Based on 60 reviews on TrustPlane, it has an average rating of 3.3 out of 5 stars. Last reviewed February 18, 2026.
Customer Reviews
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60 reviews
I had to return both pairs
I had to return both pairs, and it was a smooth return and I got my money refunded without any issues at all(on the contrary of what other reviewers have experienced)
Susanne
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Warranty Denied and Serious Durability Issues
Updated: below Warranty Denied and Serious Durability IssuesI used to rave about Xero Shoes. I recommended them to friends and genuinely believed in the brand. Unfortunately, after multiple purchases, I have completely changed my opinion.I bought five pairs of Xero Shoes, and only one pair actually lasted. I also bought a pair for my son, and they fell apart in about a month. The most common failure I’ve seen is the sole separating from the shoe, which tells me they are not properly glued. I’ve also had the sides rip during normal, everyday use. These shoes simply cannot handle regular wear.I filed a warranty claim and it was denied, which was extremely disappointing. Their warranty feels intentionally limited. They will cover sole wear down to 1 mm, but they do not cover the sole separating from the upper, which is clearly a known failure point. That makes the warranty almost useless in real-world situations. They also refused to offer a reasonable discount on a replacement pair.What makes this worse is that I recommended these shoes to a buddy, and now he’s experiencing the exact same problems. I genuinely regret recommending them.For the price, this level of quality is unacceptable. These shoes are way overpriced for what they are. Ironically, I’ve had better luck with cheap shoes from Amazon. They cost far less and last much longer. Even if they don’t, replacing them is still cheaper than buying another pair of Xero Shoes.I wanted this company to succeed, but after repeated failures and a denied warranty claim, I’m done. I will not be buying from Xero Shoes again.Update:After sharing my feedback with Xero Shoes, their team followed up and made things right. They reviewed my concerns, communicated clearly, and sent me a replacement pair. I appreciate that they stood behind their product and took the time to look into the manufacturing details of my older pairs. That level of responsiveness matters.Customer service can tell you a lot about a company, and in this case they made good on their end. I respect that and wanted to update my review to reflect the positive resolution.
Cory Lester
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Thousands of 5 star reviews! Because the critical reviews are not published!
I have been wearing Xeroshoes for about 5 years and have bought at least 12 pairs of shoes, boots and sandals (probably more-I've lost count). This includes 4 types of boots, one of sandals, several styles of shoes and sneakers. I've seen the good and the bad in these products. I would venture to guess that I've been one of their best customers. I never left any reviews on their site until this past December. I left one 5 star review of the HFS-2 shoe which is the first running shoe that has not started falling apart prematurely. They published my review right away. I also left critical reviews of the 360 and the Prio. The 360 started out as a great shoe but the uppers began to disintegrate after a few months. I described this and included a picture of the problem. This 3 star review has not been posted. I have owned at least 3 or 4 pairs of Prio shoes and all of them have failed where the sole is cemented to the upper, near the heel. I reviewed this and included a picture in my 3 star review. This review was also not posted. Now I can see how Xeroshoes brags about all of their 5 star reviews, they simply don't allow anything else! I'm extremely disappointed with this company. I used to follow the podcasts done by the founder and was loyally buying their product for years, even though most fall apart rather quickly. This is not an honest way to do business. My 3 star rating here is generous; I still like the idea of the product but the behavior of the company is unacceptable.
David
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Warning to International Shoppers
Warning to International Shoppers: Xero Shoes website lacks the proper function to display correct pricing. Despite selecting region and currency, each product page will still result in the display of USD pricing without telling you so. It's not until you're on the order confirmation page that you may see in a tiny faded font that you're about to pay in USD. Reaching out to customer support has availed nothing. After waiting a month with no updates on my order, I was sent an email saying the order was sent back to the fulfillment centre without a reason given. I still have had no personal support on either matter.
Josh
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Customer service missing in action
I'm trying to buy a pair of shoes in a size 8. The UK side of xero shoes sent me a size 7.5. Order clearly said 8. They didnt fit. Ordered another pair in size 8 and the same happened again.They include a card with the founders pictures on. It has a number. It says number not recognised and hangs up.The web chat has been sat there for 24 minutes now.I have to go to the post office agaiun, and I don't have a christmas present for my partner.Shocking customer service.UPDATE - The 'dedicateD UK support team' send the same generic reply and don't follow up. Best avoided.
PT
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From Loyal Customer to Disappointed: Poor Service and Declining Quality
Long-time customer here – I’ve bought more than 10 pairs from Xero Shoes EU over the years – and unfortunately their service has declined dramatically in the last year. Their return and refund system is unreliable and extremely slow, written promises about timelines are not respected, and overall customer communication feels dismissive and neglectful. The shoes themselves are comfortable and the concept is good, but in my experience the build quality has noticeably degraded over the last 1–2 years, while prices have increased sharply. At this point, for the same money, I would recommend looking at brands that manufacture in Europe rather than mass-produced shoes from China.
Teodor Malchiev
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Avoid these shoes
These shoes show more signs of wear after ONE practice than the Nikes they replace which have been used for TWO full seasons. Ridiculous.Both the sole material and paint is coming off the shoes after the first use - deeply disappointing. And to top it off, the floor grip/traction is quite underwhelming as well, as pointed out by several other reviewers.All this is the expected quality according to their support/warranty, so I would recommend anyone looking for sport shoes to look elsewhere. The fit is comfortable, too bad about the low quality of the product.Edit: I guess it's easy to keep your ratings high when you don't even publish the bad ones, I wrote the same review on their website one week ago and it's still not showing. That's a pretty shady practice if you ask me...
ST
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🚫 Warning, Do not buy Xero Shoes
🚫 Warning: Painful Design Flaw Ruins Vacation (Scrambler Mid WP)I am a loyal Xero customer and own six pairs that I love, but my experience with the Women's Scrambler Mid Waterproof has ended my relationship with the brand.The well-known design flaw—where the stiff, mid-cut waterproof upper creates a painful crease that pinches the foot near the ankle bend—resulted in a serious injury. After only 7 days of hiking, my right foot was severely swollen and painful, requiring four weeks of recovery with ice, anti-inflammatory creams, and compression bandaging. This injury completely ruined my long-anticipated vacation.What makes this experience worse is Xero's customer service response. They offered a generic, unempathetic referral back to Amazon, showing a complete disregard for a loyal customer and the severity of the injury caused by their product.Thankfully, Amazon stepped up and issued a refund as a one-time courtesy. I will not purchase Xero shoes again. I recommend that other loyal customers look to alternative minimalist brands that prioritize product safety and stand by their customers.
Michelle B
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Do not like their return policy
Do not like their return policy, shoes did not fit and were not for my type of foot. I lost arround 15 euros for shipping both ways.
Kay
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Terrible
Terrible. Feel cheated. Bought shoes for an International trip- thinking they would arrive in plenty of time given its DHL. Received a message saying order has shipped 5 days ago. The tracking status said enroute to DHL facility and has been that way for 5 days. The delivery partner however says it hasn't been physically handed over. Worst part is when I email Xero Shoes- all I get is an automated reply. Which I then replied "Hi" to (as per their instructions), and get nothing back. So now am stuck, with nobody from Xero shoes helping me. Instead of helpful replies all I get is daily ads from them about their cyber sale. Terrible experience, and it now I have to spend more money on another brand, as I doubt the shoes will get here on time given I lost a week. Do not buy from Xero- maybe go through a retailer of theirs if you really want the shoes.
Ramesh Rajentheran
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Outstanding and considerate customer…
Outstanding and considerate customer service. Thank you SO much team XeroUK!Gina Dover-Jaques
Gina Dover-Jaques
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Great shoes, absurd warranty process.
Let me start with this, the shoes themselves are fantastic. They fit great, they walk beautifully, and I genuinely love the barefoot philosophy behind them.But my experience with the 5,000-mile sole warranty overshadowed everything good.The claim was eventually approved, but what followed left me stunned. The warranty discount was calculated from a fictional “original” price rather than the actual selling price. That alone already made the process feel less fair than it should be.And then came the part that completely broke the trust... the requirement to destroy my shoes or prove I donated them.I was standing in my kitchen, cutting the tongues out of my own shoes, when my wife looked at me and said, “What the f••k are you doing?”When I explained it, she couldn’t believe it. And when I then had to take photos of the mutilated shoes as proof, she actually burst out laughing at how ridiculous the situation looked. Honestly, in that moment I also thought, “Why am I even doing this?”None of this has anything to do with the shoes. They’re genuinely great.It has everything to do with a warranty process that feels distrustful, unnecessarily controlling, and completely at odds with building long-term loyalty.And that’s the real loss here. This whole experience has made me seriously question whether my next pair of barefoot shoes, boots, or sandals will still come from Xero.The product is excellent.The policy is not.Edit after extensive email contact with Xero Shoes:Xero clarified that the destruction/donation requirement isn’t about safety or preventing worn-out shoes from “re-entering circulation,” as they initially said. It’s simply an administrative step to ensure the same pair can’t be warrantied twice.That explanation finally made sense, but it also confirmed why the process felt so wrong in the first place. The issue was never confusion. It was the experience itself. A warranty procedure that puts all the burden on the customer and feels unnecessarily distrustful.I appreciate the clarification, but it doesn’t change my overall experience. The shoes are excellent. The warranty policy is not.
Sergio den Heijer
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Outstanding Customer Service. Really above and beyond!
I had an issue with my Xero Shoes Z-Trail EV sandals and the customer service I received from Greg was absolutely exceptional, Genuinely the best I've ever experienced from any company.I was having trouble accessing their warranty portal. Greg responded quickly and personally took ownership of my case, working through the details with patience and care.Greg was super flexibility and understanding and took a real problem-solving approach.Additionally, the warranty process was incredibly fair and human... not just a computer saying yes or no.Throughout the entire process, Greg was responsive, thorough, and took steps that he probably didn't need to, to make things right.This is how customer service should be done.Kudos Xero Shoes & Greg
Jacob
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Avoid Xero Shoes online purchase
I ordered shoes and after 10 days they shipped me someone else’s shoes. When I called them the guy told me I have to report it via their website. No apologies for their blunder. No interest in trying to help me. I wanted to return the shoes and get the ones that I ordered but no way to request this online. I requested a refund instead and will no longer deal with Xero for shoes. To add to the insult, I had to drive 10 miles to ship the shoes back to them and pay $1.00 for return shipping package, so I’m out a dollar, plus gas $, plus drive time and the ridiculous hassle of the whole experience.
John Horning
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Great shoes!
So far I have one pair of these (the Mary Jane style, in purple) and I love them! I have MS and a lot of shoes are hard for me to walk in, but these are great. I am keeping an eye out for sales so I can buy more pairs!
Amy
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Great product & great customer support
The house shoes are very practical and comfortable. The customer support are very caring and responsive. Would recommend.
Dett
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Be aware of their return process
My experience is based on their customer service. I've returned my shoes. I got email confirming they received it. Email states up to 10 business days to process return. Today is 12th business day and I'm still waiting for money. I'm also waiting for response from customer service to my follow email. I'll never buy from them again knowing that if I return shoes I'll wait forever for my money back.
Wojciech
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Xero Shoes using the stonewalling technique?
It seems I’ve been stonewalled and many times! I am promised certain things and nothing has ever come to fruition! And then I get sent to go somewhere else!l via another email address lol 😂 It literally has been that random!And it’s been going on for nearly 2 months!Not impressed and I hope that nobody else gets pushed from pillar to post over something so simple!Really not impressed at all.
Andi Steel
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Awesome shoes
I love these shoes! Well made and comfortable! I have multiple pairs.
Autumn
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Cite this page
According to TrustPlane, Xero Shoes has a 3.3/5 rating based on 60 verified reviews as of February 2026. Source: trustplane.app/company/www-xeroshoes-com