Ordered from the Netherlands and arrived in a few days, nice packaging, possibly will order more, thank you!!
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
See what reviewers are saying
Giving an average review for now as I have not received any updates on my order or replies to my email and it seems your team responds quickly on trust pilot, granted it has only been a few days since... See more
Company replied
Kickz is getting better at what they do best,sell shoes. 5* Company in my opinion. Only field they can get better at is faster processing and delivery. Usually you'll get your order in one weeks time.... See more
Company replied
Order K001-20000298775 They write “2 to 4 days shipping” on their website. Still haven’t received any shipping confirmation. Also tried to email them, 0 response. Tried to call them on their phone n... See more
Company replied
Company details
Written by the company
KICKZ.COM - the number one basketball shop in Europe! Delivering everything basketball related you could wish for - from sneakers to lifestyle clothing. We're constantly working on creating a great experience for our customers, together with our logisitc partners. #NEVERNOTBALLIN from munich, Germany - founded in 1993!
Contact info
Germany
- info@kickz.com
- www.kickz.com
3.6
Average
24K reviews
At Trustpilot, it's all about human content. This business can also access our AI-assisted response tool which helps them draft replies.
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
So far so not smooth
Ordered a North Face jacket from the website on 24th of December, understandably I knew it would take a little longer, but it is almost a week later and I haven’t heard anything back next to the confirmation email. I also sent an email twice to no avail. I’m on the phone with customer support right now, 20 mins without a response. My order number is K001-20000298851.
30 December 2024
Unprompted review
Reply from KICKZ
Hi Ilyas,
First of all, thank you very much for your feedback.
We are very sorry that you have not yet received a shipping notification.
Unfortunately, there were still delays in shipping due to the Christmas holidays.
We are all the more pleased that your order has been successfully handed over to DHL in the meantime.
You can track your parcel using the following link:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981061364DE
We apologize for the inconvenience.
We very much hope that everything will go to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
K005-50000481960
K005-50000481960
I'm having problems with my order. I've selected and triple checked on a 42 adidas size. Not 42 2/3 or 8+ or whatever. I know perfect 42 adidas it's my size.
The order arrived, it's a 42 2/3. So somewhere in the buying/paying process something goes up and now I find myself with too big shoes.
I'wrote on December the 18th, still have no news.
12 December 2024
Unprompted review
Reply from KICKZ
Hi Rodrigo,
First of all, thank you very much for your feedback.
We are really sorry that you received the wrong item.
Unfortunately, we are not in a position to carry out exchanges.
At this point, we would ask you to return the incorrectly delivered shoes to us.
Once your return has been processed by our warehouse, you will then receive your money back and a returns confirmation email from us.
This process can take up to 12 working days.
As the error in the system currently needs to be rectified, we would currently advise you not to make a new purchase.
Once again, we apologize for the inconvenience.
If you have any further questions or concerns, please feel free to email us at Info@kickz.com.
Best, your Kickz.com team
Didn't receive the package + customer service is bad
Since I don't have any answers from the customer service for a month now (emails and phone calls), I'm trying my chance on Trustpilot. I have an issue with order K005-50000478234. Thank you for your help,
I'll modify my note once I get an answer
1 December 2024
Unprompted review
Reply from KICKZ
Salut Quentin,
Tout d'abord, merci pour ton commentaire.
Nous sommes désolés que tu n'aies pas encore reçu d'avis d'expédition.
Nous sommes d'autant plus heureux que ta commande a pu être livrée avec succès dans un magasin DHL et qu'elle y est prête à être retirée.
Tu peux suivre ton colis en cliquant sur le lien suivant :
S'il ne t'est pas possible d'aller chercher ton colis à cet endroit en raison d'une erreur d'adresse, l'envoi sera automatiquement retourné à notre entrepôt et tu seras remboursé par la suite.
Nous te prions de bien vouloir nous excuser pour les désagréments occasionnés.
Nous espérons que tout se déroulera à nouveau à ton entière satisfaction lors de ta prochaine commande.
Si tu as d'autres questions ou préoccupations à l'avenir, n'hésite pas à nous envoyer un e-mail à Info@kickz.com.
Best, ton équipe Kickz.com
Scam.
I bought a couple of shoes on Dec 1.
They have NOT been delivered.
They have NOT replied to any of the over 20 mails sent.
They have NOT returned the money.
Think twice before buying there.
1 December 2024
Unprompted review
Reply from KICKZ
Hello Isabel,
First of all, thank you very much for your comment.
We are very sorry that you were not completely satisfied with your last order.
We do not change the address after our customers have completed their order.
Unfortunately, the shipment could not be delivered on 19.12. and is currently on its way back to our warehouse.
Here is the tracking for you to view:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CO202779805DE
As soon as the return has been processed, you will receive an email and a refund. This process can take up to 12 working days.
We very much hope that everything will go to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
Awful experience
Awful experience. I placed an order over a week ago, and the tracking number doesn't work on their site. They also don't respond to emails. This is the worst online shopping experience.
1 September 2024
Unprompted review
Reply from KICKZ
Hi Georgios,
First of all, thank you very much for your feedback.
We are very sorry that there are still unanswered questions from your side.
Unfortunately, you didn't provide us with your name, your order number or the email address for your account, even when we asked you.
Therefore, we are unfortunately unable to help you with your request in this way and would ask you to send us an email to Info@kickz.com. We will then try to find a solution for your request.
Best, your Kickz.com team
N’achetz JAMAIS CHEZ KICKZ.
N’achetez JAMAIS CHEZ KICKZ.
Ce sont des voleurs. Commande retourné depuis novembre et jamais remboursé.
Never buy at kickz, worst experience ever. They are thieves and do never reply.
Bought a pair returned it 2 days after and never got refund.
22 November 2024
Unprompted review
Reply from KICKZ
Hi Byli,
First of all, thank you very much for your feedback.
We are very sorry that your last return was not to your complete satisfaction.
We have now informed the relevant department and someone will contact you by email to find a solution to your concerns.
We very much hope that everything will be to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to send us an e-mail to Info@kickz.com at any time.
Best, your Kickz.com team
Order K001-20000296752
Order K001-20000296752
I made a purchase on the website on December 19th, and so far, I have not received a shipping confirmation. I requested an update/tracking code via email, but I have not received any response yet. This is very frustrating and disappointing, as it was supposed to be a Christmas gift, and the website stated delivery would occur within 2 to 4 business days. I want my product or my money back.
19 December 2024
Unprompted review
Reply from KICKZ
Hi Juliana,
First of all, thank you very much for your feedback.
We are very sorry that you have not yet received a shipping notification.
Unfortunately, there were still delays in shipping due to Christmas.
We are all the more pleased that your order has been successfully handed over to DHL in the meantime.
You can track your parcel using the following link:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981056109DE
We apologize for the inconvenience.
We very much hope that everything will go to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
Order K001-20000298775
Order K001-20000298775
They write “2 to 4 days shipping” on their website. Still haven’t received any shipping confirmation. Also tried to email them, 0 response. Tried to call them on their phone number, waited 25 mins, 0 response. Where is my order?
If there are any delays, be honest enough to let your customer know before taking their money. First and last time ordering
27 December 2024
Unprompted review
Reply from KICKZ
Salut Olivier,
Tout d'abord, merci pour ton commentaire.
Nous sommes désolés que tu n'aies pas encore reçu d'avis d'expédition.
En raison de la Blackweek, l'expédition a malheureusement encore subi des retards.
Nous sommes d'autant plus heureux que ta commande ait pu être remise avec succès à DHL entre-temps.
Tu peux suivre ton colis en cliquant sur le lien suivant :
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981061015DE
Nous te prions de bien vouloir nous excuser pour les désagréments occasionnés.
Nous espérons que lors de ta prochaine commande, tout se déroulera à nouveau à ton entière satisfaction.
Si tu as d'autres questions ou préoccupations à l'avenir, n'hésite pas à nous envoyer un e-mail à Info@kickz.com.
Best, ton équipe Kickz.com
Abysmal customer support
Have used kickz.com for a few years without any issue, until now. Order made on 11.19.2024 has yet to be delivered as of 12.26.2024, and zero response to multiple follow-up emails, as well as a multitude of 40mn-1hour calls waiting in vain on their customer service line.
Extremly unprofessional and disapointing.
19 November 2024
Unprompted review
Reply from KICKZ
Hi Kossi,
First of all, thank you very much for your feedback.
We are very sorry that your last order was not to your complete satisfaction.
We checked your tracking and unfortunately your shipment could not be delivered to you on November 27th because there was an error in the address.
Your parcel was then automatically sent back to our warehouse, where it arrived again on 09.12.
Here is the tracking for you to view:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF980778286DE
We have now initiated the refund and the credit note will be displayed again on your original payment method within the next 48 hours.
If you have any further questions or concerns, please feel free to email us at Info@kickz.com.
Best, your Kickz.com team
Waiting for my order for a month…Customer Service not existing
I placed an order for 3 pairs of shoes on the 29-th of November. I understand it’s Black Friday, but so far I have only received 1 pair of shoes without any information whether the remaining 2 pairs will be sent. I called Customer Service few times, waited on the line for 50 minutes and nobody picked up. Then I sent an email with my concerns, however it’s been 2 weeks and no reply. I find it super frustrating and disappointing.
The prices were great, but next time I’d rather pay 20€ more at zalando and save my time and energy.
In case you want to check:
Order Number: 001.06897690.00.01
eShop Number: K001-20000292567
Julia
29 November 2024
Unprompted review
Reply from KICKZ
Hi Julia,
First of all, thank you for your feedback.
We are very sorry that there were delays in processing due to Black Week.
We are all the more pleased that your order has been successfully delivered to you in the meantime.
Here again is the links to the trackings for you to view:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981019888DE
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF980902916DE
We apologize again for the inconvenience.
We wish you lots of joy with your new shoes and very much hope that everything will go to your complete satisfaction with your next order.
If you have any further questions or concerns, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
Never again, thank PayPal I haven’t lost my money
I have placed an order on-line and they have never followed up with sending the goods. I’ve contacted them several times and they have ignored me. Luckily I had paid with PayPal and thank them I could get my money back, otherwise it would have been a waste of money.
19 December 2024
Unprompted review
Reply from KICKZ
Hi,
First of all, thank you very much for your feedback.
We are very sorry that there are still unanswered questions from your side.
Unfortunately, you didn't provide us with your name, your order number or the right email address for your account, even when we asked you.
Therefore, we are unfortunately unable to help you with your request in this way and would ask you to send us an email to Info@kickz.com. We will then try to find a solution for your request.
Best, your Kickz.com team
Update from my review 1 week ago
Update from my review 1 week ago.
Again, you replied to my review, however no response/email has been received from yourselves like you stated.
I am still waiting for my refund.
Order Number: K009-90000180394
I would like to make a formal complaint regarding the handling of my return of the above order.
I returned my item over 2 months ago, chasing yourselves numerous times and hardly receive a response.
I signed and returned the statutory act over one month again and still yet to receive my refund.
I contacted yourselves again and was told the refund was issued on 18th November and to chase my bank. I done this and emailed yourselves again when you then responded that the refund was still being checked.
I have been waited this refund for over 2 months now.
Please respond as a matter of urgency with the steps for me to make a complaint.
Many thanks
22 December 2024
Unprompted review
Reply from KICKZ
Hi Georgia,
First of all, thank you very much for your feedback.
We are very sorry that your last return was not to your complete satisfaction.
We have now informed the relevant department and someone will contact you by email to find a solution to your concerns.
We very much hope that everything will be to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to send us an e-mail to Info@kickz.com at any time.
Best, your Kickz.com team
Smooth start, Disappointing return process
My first few orders were smooth. Order and shipping information came promptly via email, and delivery was reliable. I did have a few minor issues with product quality, but customer support initially handled those with care.
However, my most recent experience has been a nightmare. I tried to return an item, and that’s when everything fell apart. There was no return label included, and due to their high email volume, I had to follow up multiple times. It took six weeks just to get a return label. After sending the item back, the company never marked it as received and the return is still pending. For the past three months, I’ve been trying to get in contact to resolve this issue, but they’ve completely ignored me.
If you’re lucky enough not to need customer service, this store offers great products. But if you run into any issues, don’t expect help—you’re on your own. Disappointing.
15 December 2024
Unprompted review
Reply from KICKZ
Hi Tom,
First of all, thank you very much for your feedback.
We are very sorry that your last return was not to your complete satisfaction.
We have now informed the relevant department and someone will contact you by email to find a solution to your concerns.
We very much hope that everything will be to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to send us an e-mail to Info@kickz.com at any time.
Best, your Kickz.com team
I was a little hesitant at first
I was a little hesitant at first. Wanted to trigger a return and read a lot of negative comments. It took a little while but I could get the customer support team on the phone and even got a couple replies per e-mail and social media. In the end it was all good despite the technical error on the website. Sometimes it is not worth getting stressed via negative comments. A little patience is needed but where is it not?
14 December 2024
Unprompted review
Reply from KICKZ
Hi San,
First of all, thank you very much for your positive feedback.
We are very pleased that you were satisfied with the quality of your order in the end. We will still take your review to heart so that we can offer an even better service in the future.
If you have any further questions or concerns, please feel free to email us at Info@Kickz.com.
Best, your Kickz.com team
#NEVERNOTBALLIN'
Terrible customer service. No refund after 4 months.
The poorest customer service ever.
Returned an item in September. It has been returned to me once and then sent back to Germany again, it has apparently been successfully delivered back to kickz on December 5th and yet despite me passing on delivery confirmation still no refund or contact. Absolutely terrible customer service. Nearly three months on and still no refund. Item was perfect just too small. I will never use kickz again.
Update
Four months since return
Still no refund. Email from kicks saying refund has been made but no date to confirm it. Nothing in my bank account either. It’s time to send another 20 emails and ask the bank to act for me.
Update
Finally the refund has appeared in my bank. (13/2/25)
Keep plugging if you are still waiting. It’s still a terrible service but they got there in the end.
Ultimately I will still never use them again though.
14 December 2024
Unprompted review
Reply from KICKZ
Hi Kris,
Firstly, thank you very much for your feedback.
We are very sorry that your last return was not to your complete satisfaction.
We have now informed the relevant department and someone will contact you by email to find a solution to your concerns.
We very much hope that everything will be to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
Disappointed with Black Friday Experience
I had a very disappointing experience with Kickz during their Black Friday sale. I purchased two pairs of Air Force 1 at a discount and waited patiently for 2 weeks for my order to arrive. After holding my money and keeping me in the dark, they sent an email saying my items were out of stock and canceled my order (Order id: K001-20000292965)
This is unacceptable for an established retailer. If stock levels are that low, they should have better systems in place to prevent overselling. Holding customers’ money for weeks and then canceling the order without any proactive compensation shows a lack of respect for customers’ time and trust.
I should've just ordered from Nike's official website. I expected better from a brand like Kick.
Until then, I would hesitate to recommend them.
13 December 2024
Unprompted review
Reply from KICKZ
Hi Alpay,
First of all, thank you for your feedback.
Unfortunately, we had a technical problem on the day you placed your order and some orders could not be correctly transmitted to the warehouse system for processing.
We are very sorry about this, but unfortunately we had to cancel your order because of this.
We can understand your displeasure very well.
We apologize for the inconvenience and hope that your next order will be processed to your complete satisfaction.
If you have any questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
I don’t know where are my order
I don’t know where are my order, i paid and the site is invisible.
No one answer me to the email.
I hope that i dont lose my money.
It seemed serious.
Made on 2 decemeber. There are christmas present for my son.
Order n K001-60000241455
K0016000241324
12 December 2024
Unprompted review
Reply from KICKZ
Hi Mauro,
Firstly, thank you for your feedback.
We are very sorry that you have not yet received a dispatch notification.
Unfortunately, there have been delays in dispatch due to Black Week.
We are all the more pleased that your order has been successfully handed over to DHL in the meantime.
Only one item, the NBA jacket, was unfortunately sold out in the end.
You can track your parcels using the following link:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981011527DE
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF981011527DE
We apologise for the inconvenience.
We very much hope that everything will be to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to email us at Info@kickz.com at any time.
Best, your Kickz.com team
Value for money, tracking information needed
No tracking information was provided. I saw some older bad reviews and I was afraid that I will never receive my parcel. At the end, my order arrived in reasonable time, in good quality. The store is value for money, but it would be helpful to send the tracking link via email and not through trustpilot
29 November 2024
Unprompted review
Reply from KICKZ
Hi Stergios,
First of all, thank you for your feedback.
We are very sorry that you have not yet received a shipping notification.
Unfortunately, there have been delays in shipping due to Black Week.
We are all the more pleased that your order has been successfully handed over to DHL in the meantime.
You can track your package using the following link:
https://www.dhl.de/de/privatkunden/pakete-empfangen/verfolgen.html?piececode=CF980854380DE
We apologize for any inconvenience.
We very much hope that everything will go to your complete satisfaction with your next order.
If you have any further questions or concerns in the future, please feel free to send us an email at Info@kickz.com at any time.
Best, your Kickz.com team
NO ANSWER NO REFUND NO RESPONSIBLE PERSON
During black friday sale my husband bought two Carhart orange winter coat for himself and his brother. We received the first order and it was wrong, it was a blue very thin another type jacket from Carhart. Then he sent it back and hoped at least the second one will be correct. Result? They have sent EXACTLY same wrong jacket!!! I may also mention that they havent refund the money back for the first one as well! Every time we call their customer service number, we have to listen their annoying music for min 20 minutes and till now nobody answered! DO NOT BUY ANYTHING FROM THIS WEBSITE!
Order numbers:
K001-10002508494
K001-10002484055
11 December 2024
Unprompted review
Reply from KICKZ
Hi Mustafa,
First of all, thank you for your feedback.
We are really sorry that you received the wrong item.
We would ask you to return the incorrectly delivered jacket to us using the return link that you can create in your online account.
As soon as your return has been processed by our warehouse, you will receive your money back and a return confirmation email from us.
This process can take up to 14 working days.
As the error in the system has to be fixed first, we would advise you against making a new purchase at the moment.
Please apologize again for the inconvenience.
If you have any further questions or concerns, please feel free to send us an email to Info@kickz.com.
Best, your Kickz.com team
order not received K001-20000294022
hi, I ordered shoes on Dec 5th and I still have no info on the delivery.
Order is K001-20000294022
I really need to know if the parcel will arrive short term and I get no response from the customer desk
thanks
Roberta
5 December 2024
Unprompted review
Reply from KICKZ
Hi Roberta,
First of all, thank you for your feedback.
We are really sorry that you have not yet received a shipping notification.
Due to the high volume of orders during Black Week, there are currently still delays in shipping.
We can only apologize to you and promise that we will process your order as quickly as possible.
As soon as your shipment is handed over to DHL, you will receive an email with the tracking data. We apologize for the inconvenience.
If you have any further questions or concerns, please feel free to send us an email at Info@kickz.com at any time.
Best, your Kickz.com team
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.