Kicks Crew

Absolutely terrible service I ordered trainers on the 4th of August for them to arrive on the 11th of September. No knowledge of where the parcel is coming from at all they just have a small section on the website terms and conditions that tells you that you may incur duties tax which for a single pair of trainers to the uk was £105 for me. They charge you a shipping fee but no description there that there will almost definitely be a second much larger fee to come because they come from Tokyo. Ended up paying way over the odds for the trainers that were only slightly cheaper than other online stores, i would definitely suggest next time you see trainers on this site just purchase from somewhere else and youll save time and money in the long run with a quicker delivery and no additional taxes.

My experience with them is really bad, it felt like a total scam. Try to avoid them.
I ordered a pair of shoes from their website and paid the amount including the shipping fee(~40€ for the Netherlands which was acceptable). In total I prepaid ~216€.
Then, 2 days before the delivery, I receive an email stating that I had to pay extra ~90€ euros to clear customs because the shoes would come from Hong Kong! I responded that I would not pay extra since I already did pay shipping and that I wanted to cancel the order (I was still within the 14 days from the order, which is legit). Their response was that I would not received the shoes otherwise and that they couldn't cancel it now. They stated they would refund only partially, due to the fees incurred(?). After 2 months they refunded me with 16€! Outrageousand disgracefull! They are a total scam and customer support is non existing.

I placed an order for shoes and paid 202 euros, of which 47 euros was shipping. After DHL informed me that the duty would be 140 euros (95% of the cost of the goods themselves), I refused the package and asked for a refund. Kicks Crew did not request a refund for 40 days, but after several emails from me, they finally requested a refund. When the package returned, the company representative informed me that they would not refund my money.
Cancellation Fee:
We have a cancellation policy in place, and a 15% cancellation fee is applied to the product subtotal in cases where an order is canceled after it has been processed.
Initial Shipping Fee: EUR 47
Non-refundable, as it covers the cost of processing and shipping the order to you.
Surcharges for Refusal of Shipment: HKD 249.96 = € 28.73
These charges are imposed by the courier company for return shipping costs, restocking fees, and other associated expenses.

Total*0.85 - shipping$ - surcharges - D&T = EUR 202.90 * 0.85 - 47 - 28.73 - 115.59 = EUR -17= No Refund Left

I would go half a star if possible. This place is a joke. Over a month waiting on shoes. Unacceptable. Then want to charge a 20% restocking fee for an item THEY failed to deliver

Do not purchase from this website. Incorrect paperwork meant that I was charged another 50% extra in import taxes and customs. When I refused this unexpected charge I was fined £173 by Kickscrew 'as per company policy for admin, courier fees and restocking' despite DHL confirming that there was no charge to return to origin. I was only refunded 45% of the total cost I paid, which is an outrage. Correspondence with Kickscrew is condescending in tone and apparently providing a breakdown or evidence of the deducted refund charges is impossible due to confidentiality. Charlatans.

Their web-page looks nice & cool and prices are in line with others as shown. I ordered sneakers because I found a model I liked. At the same time, they DO NOT TELL YOU that the product is shipped from Hong-Kong or other place. So that when you get the order you are obliged to pay import tax. On my case it was +40% on top. This is really a sort of fraud as you learn all this when the product has arrived.
Then their customer service tells you that they have zero liability for this and product could be shipped from multiple directions. And even making return they would not refund import tax.

Overall, BAD EXPERIENCE! I feel cheated and their customer service is helpless.

Not only did they cancel my order, but they have also put the item back online for double the price. This is the proof. Nover buy from them. They are a Chinese company and they are cheats. Thank you for shopping at KICKS CREW.

We are sorry to inform you that the item in your order did not pass our verification process and therefore we are unable to ship your order as it is the last pair and we are not able to find a replacement item.

Your order has been canceled and fully refunded. Please do allow 3-5 business days for fund to reflect on your account.

Thank you and we look forward to welcoming you again.

Best regards,
Vivian L. | Customer Experience Specialist
Customer Service Working Hours: Monday to Friday 9:30 am to 10:30 pm EST

Be aware when you want to return shoes to kickscrew.
Kickscrew requires a 15% return fee and a #35 shipping fee, with an additional hidden charge of $20. Upon returning my Mizuno Sorayama shoes, I was charged $110 in return fees. Diespite my conmplint about the undisclosed $20 charge, Kickscrew stated that buyers are accountalbe for all shipping expensive.

Absolute con. These are not a typical retailer. They are a reseller based overseas. What ever you think you're paying for your shoes, add a whopping delivery cost AND import duty.
None of this was disclosed when purchasing the items which took a month to come.
I thought I was buying a £126 pair of shoes as a Christmas present which ended up costing £230 and arriving in January.
Yes, this information is in their terms and FAQ's but that doesn't help the giddy customer who thinks they're just buying from a typical reseller. Be transparent at the point of purchase!
I feel completely ripped off and had I waited, could have got what I needed off the high street.
For the lack of transparency, I'll never use or recommend this company.

BEWARE! They took payment for shoes they did not have and now will not refund me. Have been attempting to get refund for weeks on end and keep receiving 1 line reply's and dodging. Please do not put yourself through the same heartache.

I ordered a pair of Nike Dunks through this platform, above the standard going rate as a Christmas gift. It is now the 20th of March - 3 months later and I still have not received the shoes, or a refund which was requested 2.5 months ago when I recieved an email from the Kicks Crew team saying they couldn't provide the shoes I'd ordered.
These shoes cost me $288 USD, equating to well over $300 AUD and they have never been recieved. To top it off, I have touched base with their support team multiple times since the purchase, and they have still provided a refund. They have even told me "We have reached out to your original payment channel as are still waiting further confirmation and details... which was almost 2 months ago.
My advice, DO NOT SHOP WITH KICKS CREW. They will take your money, and not provide the goods.

Be sure there is no chance you will need a return. Their full return policy is 15% restock on entire total price (includes shipping & tax) + $20 for return label + non refundable $35 shipping. In the end it would have cost me $100 just to return 1 pair of shoes! Not to mention it took me 2 weeks to get them. You have 7 days to return (with hefty fee). This is why people default to bigger companies like Amazon and other. I feel bad for smaller businesses but this is why I will never shop here again. Crazy $$ return policy won't bring me back.

Overall a horrible experience. I purchased a pair of shoes from Kickscrew and they charged $35 delivery. Then they took 2.5 weeks to even ship it and used DHL which is probably the slowest delivery company. Product arrived, looked worn and I submitted a request to return the item. It took 7 days to even get a reply and this is what I have been told: I wont get my original shipping cost back (understandable) AND they charge $20 for a return label and a 15% return fee. So returning them is effectively pointless. My advice - never order from this company.

If you order and have a problem. Good Luck! Not only will you not find a phone number to talk to a customer service agent. They will KickSCREW you royally on shipping, restocking and other fees. I recommend you find another company.

DO NOT BUY FROM THIS COMPANY. Bought a $150 pair of tennis shoes + $30 shipping. I am in the US and ordered the shoes in size "10M". In the US, "10M" means 10 MEDIUM (not 10 Men's). The shoes arrived and are easily 2 sizes too big. I was out of town when the shoes arrived and emailed (bc, of course, there is no easy return process) requesting an exchange. I was denied because they have a SEVEN DAY RETURN POLICY. Are you kidding me?! So now I am stuck with a $200 pair of shoes that don't even come close to fitting. Will NEVER buy from this store again and will look for every review site I can get my hands on to let the world know what a terrible company this is.

We are having very disappointing experience with this platform. We ordered the shoes 2 weeks ago and till now we didn't get any fit back about the date of delivery. I sent cancelation request three times and there is no answer. This is totally disrespectful service. Looks like frauds l!

This place is the worst! I ordered a month ago to have in time for Christmas. I have reached out
Multiple times and keep getting the same canned message. Now they marked as shipped but no tracking number so I think they are just trying to shut me up. I doubt I will have this before Christmas if I ever get them at all

Don't order from this place!

Sent me the wrong shoes. Sent them back with their label and tracking number. I had to call them after no contact a month later and they said it arrived back. A month later no contact I called them again. They said the shoes actually didn't arrive And asked for me to prove they received them. I said that's THEIR JOB. I used their tracking and I have it recorded THEM Saying it arrived. Another 2 mo the and half of excuses claiming it never arrived. I contacted my bank to do a claim. I called them to tell them I was doing this. "Magically" two days later they "found them" and issued the refund themselves. Despite saying they'd pay for the tariff (which I recorded) they changed and said no. Seemed to be trying to run out the clock on the time frame I could issue a claim with my bank and think if they can be as inconvenient as possible people just won't bother with the hassel

Contacted them within 15 minutes of placing an order to try and change the color of the same style sneakers for my niece because my mom made a mistake. They held on to the shoes and my money and we're going to charge me 15% just to change the color of the order and $30 in shipping charges. I hope they go out of business immediately. I should have stopped payment

Wow, do NOT use this company.
Wow, I can not put into exact words of my dissatisfaction with this company, the policy of response and what they consider good business practice. Ordered item on 12/6, no communication what so ever on the order, until 12/18, then, really nothing other then the order was in process, not fulfilled, not shipped, in process. This is 12 working days, and I am not sorry to say this, but on line services are 24/7, you take orders 24/7, you fulfill orders 24/7. Not a hard order, very easy shoes, Nordstrom has the same shoe for $12 more, so they received my business and I cancelled this order. Very bad experience, poorly managed company, not centric to consumer needs or trends.

Amazon has it right...

Date of experience: December 06,2023

Ordered a pair of shoes for my 10 year old daughter for Christmas on December 6. December 13 get an order update that the shoes had been shipped by the seller to Kicks Crew for review. CHRISTMAS EVE, receive an email that my order was cancelled because of no inventory by the seller(how if they already shipped my shoes on Dec 13?) and now my daughter doesn't get her shoes Christmas morning. Not worth trying to save $20-30 dollars! Go buy them from a reputable/local company!

TLDR: Shoe price $89, shipping $69, hidden import fee $45 upon delivery, terrible customer service.

My recent experience with KicksCrew has left me thoroughly disappointed and frustrated. What initially seemed like a promising online shopping venture turned into a nightmare of hidden fees, unreasonable wait times, and atrocious customer service policies.

First, shipping is $69 which is utterly absurd but I decided to proceed as I had a coupon code for the site. Adding insult to injury, there was also an import fee of $45 slapped onto my order, only after my item had been shipped. These exorbitant fees were not disclosed upfront, leaving me feeling deceived and taken advantage of.

But the disappointment didn't end there. Upon receiving my order, I found that the items were not as expected. Hoping to return them, I was hit with yet another blow – a 15% return fee. So, if I wanted to return, my $89 shoes, I would need to pay shipping + return fee + import tax myself ($69 + $13.35 + $45) - all for getting nothing.

In summary, my experience with KicksCrew has been nothing short of a disaster. From the exorbitant shipping and import fees to the lengthy wait times and unreasonable return policies, it's clear that this company has no respect for its customers. I strongly advise against shopping here and will be taking my business elsewhere in the future.

They're "processing" takes way too long. When it's done it goes through "quality control" then "processed" again. This company is from Hong Kong. They're outsourced company who are very overpriced and make you wait weeks. Definitely do not recommend at ALL. They're custom service is non existent.