Karhu Reviews 152

I was really happy with my purchase. Unfortunately when I wore my trainers and it rained there was some dye bleed into the uppers. I contacted customer service and they sent out a replacement pair. This was done efficiently and communication was always with the same person. This is so rare these days.

The trainers are really comfortable and true to size.

OK here’s my review: DO NOT BUY ONLINE!

I am writing to express my extreme dissatisfaction regarding my recent online purchase and the subsequent refund process.

After eagerly awaiting my order, I found that they weren’t as expected (style and size). Already disappointed I decided to accept the financial hit of return postage costs AND an exorbitant $10 "restocking fee." and initiated a refund request, clinging to the false hope that this would be a straightforward process.

Despite receiving a notification that my request was "under review," I have yet to receive a single response, acknowledgment, or even a simple "we're working on it" email. After nearly a week of radio silence and multiple unanswered follow-up emails, my disappointment has left me no choice to express my serious frustration over what should be a simple matter.

So if you buy online forget changing your mind. Once the package is delivered, consider yourself permanently stuck with the unwanted merchandise.

My only recourse at this point is to warn potential customers: if you have ANY hesitation about an online purchase, DO NOT PROCEED. Their so-called "online policy" appears to be a fabrication, designed to mislead and deceive.

And the $10 "restocking" fee! It's clear that this is just another tactic to discourage refunds and squeeze customers. Why do tehy need to charge $10 to put a box back on the shelf!

Given the trust we put into online companies and how most operate today, your complete lack of communication and utter disregard for my refund request is completely unacceptable. This level of neglect is not only frustrating but also a blatant demonstration of your contempt for your customers.

I now feel I need to file an official complaint with the attorney general's office for your false, misleading, and deceptive online practices.

On top of that they deleted my initial review that I submitted so it's nowhere to be seen!

fyi this is what I order: fusion-2-0-bright-white-evening-primrose?variant=43033790808255

I'm not sure if there's been a change in the way Karhu approach customer service since some of these 1* reviews were made, but my experience was great.

Ordered two pairs of shoes with different sizes. Sent one pair for return, and thought I'd put the incorrect receipt in. Emailed customer service, and Markus' reply was prompt, cheery, and calming, confirming I would still get my refund.

I then realised I'd actually put *no* receipt in the box. Even though this was my mistake, I was still refunded for the shoes, no problem.

Yes, there was a £5 charge for the refund, but I think that's okay (maybe we've got a bit too used to totally free refunds these days).

I found the customer service excellent. I can't comment on the quality/longevity of the shoes, as I've only just bought them.

I had to go a size up from my usual size but this was clearly stated on the website, so I didn't find the sizing misleading at all.

I recently received a pair of Karhu shoes with a small factory defect, and I reached out to their customer service. From the very first response, Markus handled everything with care, professionalism, and empathy.

He immediately acknowledged the issue, offered me a refund or a replacement, and had the new pair shipped out the same day—no hassle, no back-and-forth. Just honest, human service the way it should be.

It’s rare to see this level of commitment to customer satisfaction. Mistakes can happen, but it’s how a company deals with them that truly shows their quality. In this case, Karhu went above and beyond.

Highly recommend—five stars without hesitation!

Horrible. Sizing is wrong and they won’t refund the money only partially. They won’t refund shipping cost and they deduct 5 euro more for every return doesn’t matter if you send it back in perfect condition.. prohibitive.

The customer support has always been active, efficient, and polite. Recently I bought my second Sneaker from the company. I had to change the shoes, but the whole process went smoothly, the money was returned, and in parallel I ordered another piece, which fits well.

Really great customer services. I made a mistake with my order which Markus rectified within an hour, which was greatly appreciated.

Genuinely horrible customer service. I'm actually blown away by how bad it is. I made my first direct purchase from the site using the first time discount. At NO POINT during the transaction was I made aware that the purchase would be final sale. Received the shoes and wanted to return them only to be fed a contradictory return policy. Here's the verbatim text that accompanied the denial of my return request: "Products purchased at a discounted price can / will be accepted, but all return shipping costs are to be paid by the recipient." According to this I should be allowed to return. I was not given a reason for the denial.

I pointed out that the return policy seemed to contradict itself and was promptly ghosted. They literally just never responded to my email. The worst part is that before this transpired I actually purchased a second pair in the interim that I wanted to keep, and even that wasn't enough to get them to work with me. I guess the goal isn't to retain customers - what other reason would there be to prevent someone from returning their very first order? I was shocked to find out that these items were final sale - why not disclose this before the transaction is completed? This feels quite predatory, especially given the response (or lack thereof) from customer service. Is this company going under? Are they that desperate for revenue that their preference is sticking customers with unwanted merchandise? This has totally altered my perception of the brand for the worse.

Worked to find a good solution and were helpful even if they didn't have to be

Markus helped me with my broken product. Everything went smoothly and the service is top notch. To the complainers give companies some time not everything has to be done in fracture of second.

After few weeks waiting to receive a credit for return, I was assisted by Markus. I really appreciate the way he explained the problem, his attitude and even more the fact that 2 days after speaking with him, the credit was on my account.

@Karhu, keep this employee happy because he really cares!

Markus did a great job helping me with my shoes en replies fast!

Nice service.

Markus from customers service was great ! He gave me a 10% discount although it was an already discounted shoes.
Thank you!

I had a quick question and it was answered within minutes in the chat on their website. I was glad for the quick clarification.

Fast reply,very very professional and helpful!

Avoid ordering from Karhu. No return label, instructions in the pack are directly misleading (they ask you to create your own return label in these terms: "For the return label you will need your order number (example order number: SO1234567)". This does not work, with the website saying that all items for this order are already registered. The customer service on the phone then say you should use a different number instead, and deny that the instructions are wrong. Once you then try to use the (secret) correct number, the system allows you to insert your reason for the return, then fails to display any options for the method of the return, freezing above a black box. Fortunately I had stayed on the line and demanded that they email me the return label – but essentially, the only way to get a return label is to waste a lot of time on queuing and then persuading the recalcitrant customer service on the phone that their instructions are as incompetent as they are. And from the other reviews, I can see that they still tend to fail to make the actual return payment, so it will probably have to be a regulatory complaint to get any money back. What a mess.

Still waiting for a refund after two months. Customer service isn’t responsive. I hate this.

Absolutely terrible customer service. If you're thinking of purchasing anything from Karhu think again and purchase through a proper retailer that distributes their products. Due to a mix up with a birthday present I'm left with 2 x pairs of trainers and it's impossible to get a response from them.

It's really an absolute mess. Bought some trainers and did not receive an invoice. Asked the support for it. Waiting for weeks, nothing happens. Nice wear, customer support is a catastrophe.

AVOID ordering anything directly from Karhu. Poor customer service and communication. I sent my trainers back for refund the day after they arrived as they were too big. I was told I’d have to wait up to 30 days for a refund. It’s been over that time now and I’m still waiting, dispute contacting them several times to chase. They have stopped replying to my messages. I can see that they have been delivered back from the tracking.