US Buyers Beware: no ability to conduct exchanges and anti-consumer behavior from VIVO
Just started my barefoot journey. Vivo was my first choice. Won’t be my last.
I’m new to barefoot shoes. Spent a few weeks researching brands before committing, read threads here, watched reviews, compared construction. Vivo kept coming up as the gold standard. I bought in.
Ordered a pair during their recent VIVO50 promotion. Wrong size. Honest mistake. I reached out to swap them for the right fit and expected to pay any difference in the product not to lose the promotional price entirely just because I needed a size exchange.
Their support team disagreed. Here’s the response I got from a team lead after escalating:
“I hope I find you well; my name is Rachel, and I am one of the leads on the Vivo Support team. I’m sorry to hear you need to look to return your recent order due to your Vivos not fitting. My colleague Aziza is correct that the VIVO50 promotion was only valid for the advertised period of 2nd May - 5th May, and it has been confirmed that we are unable to extend or match this promotion past this timeframe. I can appreciate the disappointment this may’ve caused, as you are now needing to return your order, and I am very sorry to learn of the frustration this has caused you. However, you are of course more than welcome to return your order for a refund as the order is not suitable for you; I have attached a free returns label in this instance for you, valid for 7 days.”
A free return label isn’t a resolution. It’s a door held open on the way out. I’m not asking for something unreasonable. I bought during a promo, needed a size swap, and expected to pay the same price for the same product in a different size. That’s a basic customer experience standard most brands meet without thinking twice. Vivo didn’t. And that’s the issue.
I came in ready to build a full lineup with this brand. That’s not happening now. Plenty of other barefoot options out there and I’ll be exploring them. Happy to hear what’s working for people.