SOIA & KYO Reviews

The prices are steep and customer support leaves much to be desired. I've spent a lot of money with them over the years and their products look great and are made well, but if anything goes wrong, you're out of luck. I bought gloves once, wore them for one day, and the magnetic clasp stopped holding properly. They wouldn't exchange them because I had removed the tags. How are you supposed to actually wear winter gloves outside without taking the tags off? For the premium prices they charge, the customer service is seriously lacking.

Watch out. The customer service is atrocious. Items that don't fit you won't be accepted for return.

Wasn't warm at all. No liner either. Being from Wisconsin and living in Chicago, I was really puzzled why a Canadian brand would create a jacket that seems made for warmer climates. The company says it works down to 15 degrees F, which I suppose could be accurate for desert areas. However, this coat definitely isn't suitable for the Great Lakes region or actual Canadian winters.

The order cancellation policy they advertise online is really sketchy and misleading. I got this response from their support team: 'We cannot cancel, modify, or change any order once it has been placed.' They refuse to cancel even when orders haven't been processed and items haven't shipped yet. I tried canceling an order I put in over the weekend and they flat out denied it despite nothing being done on their end. They force you to keep the purchase.

Complete disaster. I've never experienced customer support this poor. To make matters worse, I discovered they're actually owned by the same parent company as Mackage, which really upset me.

Customer service was absolutely terrible. My overnight express shipment arrived many weeks late because it was sent to the wrong location initially. Nobody replied to my emails about fixing this or extending my return period, and they didn't follow up on a phone conversation like they promised. Since I had traveled out of town and needed the express delivery, once I got back I reached out again. They finally responded but only asked for photos instead of sending a return label, and their email went straight to my spam folder. I called back later, frustrated after spending so much time on this mess already. They said they'd process a return if I sent photos and would resend the request, so I sent photos right away of the unused item. Next, they rejected my return claim saying too much time had passed. How is that my fault? They made themselves impossible to reach, wouldn't send a simple return label, and created the whole problem by delivering to the wrong address in the first place. That whole situation took weeks to even start resolving.

The customer service experience was terrible. Return policies are inflexible and the staff was rigid and disrespectful. After being loyal for a decade, I'm disappointed to say I won't be purchasing from them again. In today's market, customers deserve better treatment. This company really needs to step up their game.

I bought a jacket that had decent quality but didn't fit right. The midsection was way too wide and looked bunched when I tried belting it, even though the shoulders were perfect. The product description online was wrong and seemed copied from a different coat. It was missing features that were supposed to be included like a hood and removable lining. Since it was marked as final sale, they wouldn't accept a return even though the fit issues would require professional tailoring. I posted a review mentioning the listing errors and fit problems to help other shoppers, but they took it down. When I posted again, they deleted it a second time. I'm done shopping there because their reviews can't be trusted when they only keep the positive ones.

Customer service was incredibly rude and the company refused to issue a refund for my missing package. I placed an order and FedEx required a signature upon delivery. I stayed home the entire day waiting, with my phone on me and my building buzzer working fine. FedEx claimed they delivered and got my signature that same day, but this was impossible since I was present the whole time. The package never showed up anywhere - not at my door, not in the lobby, nowhere. I checked with neighbors too. I never signed for anything, yet FedEx says I did. I understand Covid changed things, but for a high-value item, they should have required either visual or voice confirmation. When I called the company on multiple dates to discuss this, the representatives were hostile and unhelpful throughout the process.