Kiiroo Reviews 312

I’ve ordered from these guys but have yet to receive anything. The tracking number is wrong for one order (invalid) and the other order has not been shipped with no update for the last 7 days. Can’t get hold of customer services - says they aim to reply in 5-7 working days?! Are you serious? £300 wasted. Will be requesting a charge back from my credit card if I don’t hear from a human imminently… Orders number 160778 and 160789.

Update - despite the below, the order has still not left their warehouse, no tracking number has been provided generated, and it’s now 13 days since I paid this lot.

Further update - despite their claims below that the product has been shipped, it hasn’t. Now working with Route who have confirmed this to be the case. Terrible.

Update - it’s now the 16th April - original order placed on the 31st March still not received…

This company is so bad and fishy when it comes to refunds.

They won't respond via their website contact form so you have to email them directly.

Then they claim they can't accept unused unsealed items coz of hygiene reasons even though that doesn't fly in court since it can be deep cleaned even if used.
Then they started demanding I pay them the postal costs and cleaning costs.
After that they started claiming they didn't receive the item back.
Had to refund over PayPal since they do everything in their power to refuse to do so.

Avoid at all cost.

A pleasure to deal with extremely helpful and understanding.Resolved my issue without any fuss and total professionalism. A company I wouldn't hesitate in dealing with again

⭐⭐⭐⭐⭐

I recently had the pleasure of ordering from KIIROO, and I must say their commitment to customer satisfaction is unparalleled. From the moment I placed my order I felt like a valued customer. Not only was the ordering process smooth and efficient, but when a issue arose with my order their customer service team went above and beyond to make it right.

Their dedication to ensuring every customer has a positive experience truly shines through. Despite the hiccup they handled the situation with professionalism and courtesy, swiftly resolving the issue to my complete satisfaction. It's rare to find a company that genuinely cares about its customers but KIIROO and Feelstars exceeded my expectations in every way.

The quality of their products is exceptional but it's their commitment to customer service that sets them apart. I wholeheartedly recommend KIIROO to anyone looking for top-notch products and unparalleled customer care. Thank you KIIROO.

so many issues with the esca omg! it disconnects easy and it repeats all vibrations sent over and over and over and wont stop no matter if you re login or clear cookies nothing stops it. i had to buy a lush in the end as nobody could help fix this issue dont waste your money

Asked to cancel order ##156909 company has not responded and order hasn’t shipped and has no way of calling them extremely anti consumer won’t be a returning customer

The Onyx+ they make is terrible. It’s suppose to be interactive but the video sync is crap, the manual interactive is worse. It is basically an overpriced manual toy. Plus, it was too small and then you can’t feel anything due to the spazzing “motions”. Overpriced and not user tested enough. Any video review you see is a paid review because this product is awful. And because it’s open and “used” once it is,understandably, not returnable.

ORDER NUMBER: 149937

I placed an order with kiiro on November 28th during there black friday, cyber monday deals. I've yet to receive my package as it's December 22nd. It's been almost a month. Only way to contact kiiro is through email. I've sent out numerous emails. After 72 hours they finally respond with this. "As we mentioned on December, 18th, for unknown reasons, the parcel returned to our warehouse, but the tracking doesn’t show that. We believe there has been an issue with the carrier, apologies for that. We can ship you again your order ASAP, please note that in the meantime the Neck Strap went sold out so the new parcel will be shipped without the free gift. Returns are managed in a different building, so it is difficult to ship you the same parcel that was returned.Can you please confirm this is the correct delivery address?"

Ok no problem! I confirmed my address and waited another week. Here's my response. "No problem. It's been awhile since I ordered the product. I paid extra for secure shipping. Will I receive compensation for this?

Well no response again. So I completely started flooding there inbox. Here's my other response after response. "It is the correct address. I really wanted the strap. Ship something free in place of the strap since you can't find the strap. I'll take something else." "I thought the parcel returned so how is the neck strap not with it? I'll take something in place of the neck strap. That would compensate me for the time and missing package as well as the missing neck strap if this is fine." Well no response from them at all. Ask if they could provide tracking for the new shipping and here we are back at the beginning as they proceed to send .e the same automated bull crap message about how my packaged was returned to the store. It might not be entirely there fault as it could have been there shipping department but the lack of support and the smoking mirrors and running around is the problem with kiiro's support team. I'd much rather they tell me it'll be here 6 months from now than to leave me in the dark and spam me with automated emails with no response. So here I am still waiting with no package after a month. No way of knowing when it will ship or if it'll ship and no decent freaking human who could help. I spent over two hundred dollars. No way to cancel as they don't update there tracking, they just keep it on the status a label has been created. I'm done with these people and there lack of customer service. I will file a lawsuit against this company if I don't have a decent response or tracking information on my product or my money. You've been WARNED

ORDER NUMBER: 149937

SO its broken when I get it and very poor quality.
It charges funkey from the beginning and now not at all. Try and contact them and still no answer.

Still they spam me every day with their subscription crap that you need to use their poor quality toy.

I am in contact with you but its incredibly slow.
I guess that depends on your refund policy so you just wait customers out

Promised delivery within 10 days, order still not been dispatched, order was placed 15 days ago.

Awful customer service that never responds/gives a generic response, no phone number to call.

Do not use this company, awful service.

Order number: CS-67293

Have sent numerous emails for an update.

Let me start by saying the products are decent. They would be good if they evolved with the times, but even now they still don't support WiFi or PC's and expect people to use Bluetooth and interact with content (even VR) on small cell phone screens. The Handy's definitely a league ahead on that one and more widely supported. But fine, that's what we sign up for, so be it.

I ordered something new on November 27. After several days, there were no updates. I complained. After I did, I got a shipping update with a note it had been put on backorder. They should have communicated that.

Then it finally arrived. Broken. Physically broken. An essential button didn't work at all making the entire device non operational.

Now, they can bend the law of us being able to return their products within 14 days because of the nature of the products. So we are completely dependent on them if something doesn't work. Completely helpless.

They have a rule, demonstrate the issue on a video. So I did. Instead of helping me, they started talking about how I did it wrong. Now, for the record, if they had any knowledge of their own products, they would have looked at that video once and concluded without a doubt that yes, it is broken.

But they didn't. Instead, they told me to read the manual (their manuals and videos are sorely lacking and YouTube reviews do a better job at explaining how things work) and send another video.

I got pissed obviously. As a customer we are completely helpless and at their mercy, we have no rights whatsoever, we have to convince them or throw away our money.

It's been 2 weeks now. I'm lucky if they respond within 48 hours to anything, they make zero effort to expedite the issue.

It feels like they don't know how their own products work and like they have been instructed to keep stringing the customer along until the customer gives up.

Looking at Trustpilot, it seems their support only takes action when we show up here, so they can keep that nice score about responding within a week to every negative review. Is that really the kind of support you want to be known for?

So yeah, decent but lacking products combined with absolutely horrible support. Deal with them at your own risk.

The order was placed and they put the wrong address for shipping. 146122 is my order number and I provided the info to cancel or at least change the shipping address. I got an automated response and no one texted until I woke up this morning. They are going to deliver the package anyway even though I followed protocol to a place where I can't retrieve it and won't cancel the order even though I did this within their hour timeframe. I am following up with local law enforcement as this is actually a crime. Crazy I was ready to spend at least a hundred dollars more, so at least I am only fighting for fifty dollars right now but I know my bank will have my back as well.
EDIT: I followed the hour timeframe they provided for cancellation/address change for order and the completely ignored it so don't listen to that bogus claim.
Second Edit: Someone assigned to my ticket did actually work with me to provide a resolution, so I changed my review to 3 stars that rep earned those two extra.

Order #143617

Ordered an item that was in stock. A week later I'd heard nothing so contacted them by email (twice) - after another 5 days I've not had any response to both my emails and still no item.

So, with this in mind I can only assume the company have gone into liquidation hence why no item and no response to my emails.

Just be aware of this if you're thinking of ordering.

Some of the worst customer service.
They don't have anyone available over the weekend. I requested a cancellation of a item that was placed on a weekend. I made the cancellation request way before they would open on the Monday, but they were "unable" to cancel it. Now I have to pay a $25usd fee because you guys can't staff someone over the weekend? Seems legit. Avoid company at all costs simply for garbage customer support.

Cannot review product as yet as delivery time is far to slow - ordered 2 weeks ago and it still has not arrived - tracker says courier has not yet recieved it.

Hope the wait is worth it - brexit has caused delays from recieving items from abroad, due ot custums etc..

Final review upon refund resolution:

It's rare that I've had such a poor experience with support from a retailer. The entire process has been a nightmare

Firstly, I never received my order as it was lost in transit, it was a month of back and forth to resolve this, with support being very slow to respond, taking multiple days to respond or even a week with nothing. My order arrived in the country on the 5th September and was confirmed lost on 17th September by the courier. All of this information was sent to Kiiroo to confirm the loss.

After 1 month and a week, I finally was processed a refund. This was not easy however as they insisted that the warehouse was "investigating" and they had to do this before a refund could be processed. I have never experienced this in my life, I've had to wait in some cases for maybe a few days to 1 week for the seller to check with the courier, but never over one month.

Be wary of ordering directly as if you have any issues expect an excruciatingly painful customer service experience.

I was initially going to amend the review to a higher rating, but unfortunately I cannot as this whole thing has been an absolute nightmare to resolve, I would have expected perhaps a week or two due to it being international post but I cannot recommend shopping with the company in my experience

To make it better, I ordered the same product from a different retailer as I still wanted to try it and it does not work, so now I am having to return that as well. After researching my issue of no charging + buttons not working seems common

Totally given up with the company and products at this point, sadly I must say, as I truly believe this could be an excellent product

Customer service is awful. You will get one response a day, if you're lucky. I have sent them videos and obliged to their various requests. However, no resolution to my defective Keon upon receipt. Have never used the product because they sent bad product. The device I received never held a charge and never did anything. Frustrating to blow $300 on something that is petty enough for what it is, but let alone if it doesn't even work. Oh, and of course you can't request a refund. Otherwise, I would have done so 3 weeks ago. Not happy with the team at Kiiroo.

I have been responding to this ticket CS-63776 with video evidence. Waiting for your reply?

Shipping was much slower than advertised and when trying to contact customer support to find out what was going on, they were extremely unhelpful and provided no explanations or even an apology. In fact, half the time they didn't even bother responding.
Because of this I decided to return the product, and informed customer service that I had done so - no response. A week later (with still no response) I sent another email asking them to confirm they were aware I had returned the package and when I could expect a refund. They responded they would issue a refund as soon as they could confirm I had returned it. I provided proof and they said they'd issue a refund right away (this was the only part of customer service contact that went smoothly and were I got properly written responses). They then immediately closed the ticket. Soon after I received an email that my order was refunded. Great, right? Except no, I never actually received the refund. After 3 days and still no refund in sight, I opened a new ticket asking what was going on. I got an automated response saying they'd get back to me within 5 days.. thanks so much for closing the original ticket with no chance for me to respond.
24 hours later - response from Kiiroo! A notification that my ticket had been closed, with no attached message. Still no refund.
Enough was enough, I opened another ticket giving them 48 hours to issue the refund and send me an apology or I would initiate a chargeback. A few hours later I had my refund. Still no apology though.
So basically I had to threaten a chargeback for them to bother sending me a refund for a product I had returned. They even actively closed an inquiry about why a refund hadn't been processed with no response and no action. Absolutely abysmal conduct.