Kristine in customer service is…
Kristine in customer service is AMAZING. I have had the worst customer service literally everywhere else so I didn’t have high expectations, but I reached out through email to Olukai because my boyfriend bought a pair of their shoes at Billabong two months ago and they started to form a hole already where his big toe is. I figured I would email them because thats a really short time for a hole to already form in new shoes. They responded quickly and said they have a warranty for their shoes which is great. So she took all of the info about the shoes and said they could replace them with the same shoe or a pair of equal cost. I opted for a different pair to avoid having the same issue. I accidentally chose a shoe that was $10 more and she said that she would still send them as a courtesy. I did not expect that! They go above and beyond to help their customers. I am very impressed considering I spend so much money at Anthropology and Urban Outfitters and they respond in the WORST ways and have terrible customer service. I definitely will be shopping with Olukai for shoes as much as possible because they actually care about their customers.
madelyn c
Horrible customer service
Horrible customer service . My order had wrong shipping address. Contacted them immediately. Was told it was too late to correct . As I look today the order has not shipped . Only a label created . I ordered (2) days ago . This could have been corrected. Now it’s on me to work with USPS to fix this issue .
David
My worst after sales experienc EVER!!!!
After years of wearing and recommending this brand, I’m extremely disappointed. I bought a pair of flip flops in Australia, wore them around 30 times, and both sides of the right sandal split open. That’s not normal wear and tear for a premium product. When I contacted customer service, I was told a replacement could only be shipped to a U.S. address. No practical solution was offered, just a procedural response and no real ownership of the fault. I was effectively told that without a U.S. address, there was nothing they could do. Quality issues can happen. A lack of accountability and care is what damages trust. “Sorry” is not good enough.Just to add, it’s now been 12 days since my original contact with Olukai. I’ve been told I can have a replacement but need an address in US, when I purchased and live in Australia. I’ve been given Australia Olukai email, automated reply but nothing else. NOTHING. I’m going to run with this and see if anyone cares from Olukai. I’ll keep posting and see what happens. Unreal after service 🫣🫣
Will Kerfoot Will
My shoes ended up VERY SLICK
My shoes ended up VERY SLICK! The bottom still had grooves so they were not worn smooth, however, they were very slick. I ended up sliding down half a flight of stairs and being very bruised. I will not buy another pair.
Tammy Utley Goeke
NO DELIVERY AND NO WAY TO RESOLVE
I ordered 9 items (£1000) on 5 January 2025. The order #UK14352 has still not been delivered. There is no way to resolve non delivery as the website chat bot and the AI monitored email address end in a loop saying a human will contact you which they never do. I have made at least 10 attempts on each contact method. I even phoned the US head office number with no resolution.
JONATHAN RALPH
The quality of these slippers are the…
The quality of these slippers are the very best. Nothing compares. Will purchase again.
Francis Mella
Ordered a pair of slippers and its been…
Ordered a pair of slippers and its been 5 days since they were suppose to arrive. No live agents. Bots tell me they will contact me if necessary. Terrible. ill never order from them again.
christian prada
I received a pair of damaged Moloā Slippers
I purchased a pair of Moloā Slippers as a gift for my husband for Christmas. Unfortunately, the slippers arrived very damaged. There were large scuff marks on the top and deep scratches along the side. I reached out initially to exchange them, but have been unable to reach anyone. I've sent multiple emails with photographs, tried calling four times but can't get through and I even went through the virtual assistant online, who assured me that I would receive a complete refund and follow up email. I still have not heard anything. I'm deeply frustrated and upset that I can't get my money back. The customer service is appalling. These shoes were incredibly expensive and I thought long and hard before buying them. I'm now going to try going through my credit card company for a refund. I will never buy from them again!
Spencer
Customer Support Issues, Broken Discount Code, and Poor Resolution Options
I’ve experienced multiple customer service issues with OluKai and ultimately decided not to complete my purchase. A previous order never arrived and was refunded, and I was issued a discount code as a service-recovery gesture with a 90-day usage window and no stated restrictions. When I tried using it on the Papakū ‘Ili – Mustang boots, the code appeared valid but wouldn’t apply.Customer service responded as if I was attempting to purchase hats, not boots, and suggested workaround solutions like placing the order first and waiting for a refund, or having them manually create an invoice. None of these steps addressed the original issue: a goodwill discount code that should have worked without additional effort.A service-recovery offer shouldn't require multiple emails, inaccurate responses, or workaround processes. For a premium-priced brand, customers reasonably expect accurate support, clear communication, and a simple resolution path. Based on this experience, I chose not to move forward.Update: Olukai reached out to me and offered to send a complimentary pair of shoes of my choice to show their appreciation for being my customer. I felt that was a kind gesture and worth re-evaluating the experience.Update 2: Olukai made good on their fix, but the shoes, once again (I know), were lost in the mail by USPS. It's really hard to believe that two shipments from Olukai via USPS were lost in the mail, but that's what USPS told me this morning.
Jeffrey
You won't get your order thanks to AI assistant
Crap product made overseas, literally nothing about them is Hawaiian except the name of the company. They are a typical fascist southern Cali company. The one thing they will do other than take your money is flood you with AI spam email, you won't actually get an item. Placed an order and 5 days later over a dozen emails with no tracking information, item didn't ship, their customer service knows the AI assistant is messing up orders but they don't care. Don't pay the ultra premium for a fake company trying to pose as something they are NOT.
Bradley Bunt
Jai and Hannah helped us out
Jai and Hannah helped us out! Such awesome people with incredible customer service. Who needs big box stores when you have people like this?! You can’t beat it.
Nicole
Worst website transaction ever Olukai
Worst website transaction ever! I tried to order one pair of shoes and at checkout, a second pair was added without my permission and the order was processed without any opportunity to change or cancel. I contacted their customer service immediately and they said they could not change the order or stop delivery. When the shoes were delivered, they charged me a $5 fee for a credit card transaction. Never use their website again!
fred rehbein
Terrible company with awful business…
Terrible company with awful business practices. Do your homework before you buy!
George Betak
crap return policy
crap return policy
Ahmad Abbas
My Favorite Shoes
I just received my new Pehuea Lī Ili sneakers. They are so beautifully made and amazingly comfortable. I’m so glad I found this brand! My order arrived quickly and in a cute island style bag. I just ordered the Kaulele Mesh women’s shoes.
KP
Top Rate Customer Service
Had an issue with shipping. Contacted customer service and Simone went above and beyond to get the issue resolved. She was pleasant, patient and professional. Will definitely be ordering again and would recommend to anyone interested in a great looking, quality and comfortable shoe.
Ben
Their sandals may 2 sizes smaller! Check the reviews!
Order W4254340****UPDATE***Replying to Olukai’s poor response; Return so far has been easy. Still waiting for refund. Since I liked the quality, I ordered from your store on Amazon. I ordered one size up on your Hiapo sandal AND Mekila in a size 14 AND THEY ARE STILL TOO SMALL! That’s 2 SIZES too small! What are the odds that I’m the only customer experiencing this gross variance in size?!? Why didn’t OluKai address your deceptive marketing conveys the idea that your products are made in Hawaii when they’re in fact made CHINA, AND charging a price as if they were made in America?!?! ****I ordered a size 13 of one of their mariner shoes end of July for a trip to Italy in August and the fit was near perfect. I also ordered a pair of men’s slides for my son, size 9. They fit fine. No complaints as of yet. I’m going on trip to Costa Rica this Saturday and needed a new pair of Sandals. I called customer service to help pick the right sandals for the trip sharing that I’ll be in and out of the ocean, my shoe size of 13, and she helped me pick out 2 pair and gave me expedited shipping. I received them yesterday and although the inside confirms size 13 they are both 1 size too small. I scrambled to try and find the same sandals sold elsewhere, and landed on Amazon. It was there that I learned that the Mea Ola dark Java runs a size small! A size small!?! That info was not shared by the customer service rep at Olukai. The Ohana reviews of this same product in Amazon also reports that they run small, even though the product description shows True to Size. This data really needs to be in bold print on the Olukai website—that they run a whole size to small. why make them a size smaller in the first place?!?!One last thing, the marketing and advertising for Olukai gives the impression that they are a Hawaii made product, made in the USA, that the benefit the Hawaiian community—but that’s not true. They are made in CHINA! Which kind of explains why there are so many inconsistent reviews in Amazon and the low score on Trust Pilot. Both sandals looked great, but they are not advertisers right…now I have to scramble to find some sandals for my trip. What a disappointment!
gman
Charged for return & no refund after 3 weeks*** NOW REFUND PROCESSED***However I stand by my rating and clearly others have had similar experiences.
Order returned by post on the same day as received due to Poor fit. Email received 18th of August advising 5 business to days process and issue a refund. 20 days later & still no refund. 48 hours to respond or I’ll contact my bank and chargeback the full amount in dispute. Order number UK12370
Peter Hagen
Incredible quality!! (plus good customer support!)
AMAZING quality and certified B Corp too. I had a technical issue with a promotion they were running with Strava and their customer service team was clearly human and helpful. These shoes are the best I've ever owned and I would hands down recommend them.
Rachel Rock
OLUKAI WON'T ACCEPT WARRANTY RETURNS FOR AMAZON PURCHASES.
BEWARE OF PURCHASING OLUKAI's ON AMAZON. OLUKAI REQUIRES AN OLUKAI ORDER NUMBER FOR WARRANTY RETURNS, BLOCKING AMAZON RETURNS. THEY EVEN TOOK DOWN THEIR WARRANTY PAGE ON THEIR WEBSITE.
David Piper
