KEEN Footwear - Reviews and experiences

On my fifth wear, two and a half months in, I felt the seam on the left toe pull and soon the heel sole peeled — not great for walking. I'd bought this style for years so I was skeptical they'd fix it. Customer service surprised me with a quick exchange and refund. That's when I relaxed; the replacement fits better and feels solid.

First two months they were great for my daily commute and weekend hikes. Comfortable out of the box. Around month six seams started splitting and the sole wore oddly. Delivery itself was quick and the box arrived intact, but customer service was slow to respond and not very helpful when I asked about repairs. I kept using them for short walks because they still fit, but wouldn't buy again.

I bought Keens because I needed something tough for daily commuting and long shifts on my feet — had bad experiences with cheap boots and some lower back flare-ups, so I wanted reliable support. I actually owned two older pairs that lasted ages, so I wasn’t entirely sure about buying a new pair but figured stick with what worked. First week in the new direct-from-brand pair the stitching started separating. I sent photos and the receipt like they asked and then... nothing useful. I’ve replied four times and keep getting the same generic request for proof I already gave. For around $165 I expected a product that lasts and a customer service response that actually resolves things. There’s a bit of annoyance, not angry shouting, just tired of repeating myself. I liked the earlier Keens, but this experience didn’t restore my confidence.

Walked out of the house thinking these would be the go-to for long days on my feet — had to buy them because my lower back has been acting up and I was mid-move. Delivery was fine; the box arrived on time and the courier left it by the door. But customer service? That’s where things got messy. After a few months the heel started to wear through and the inner padding peeled away; I emailed support and got a canned reply, then a promise to escalate that never came. I appreciate the shoe still gives decent support and it helped my back during the move, so it’s not useless. Still, for the price I expected sturdier materials and an actual follow-up from service. I’ll keep wearing them for short trips, but I won’t trust these for heavy use and I’m hesitant to buy from the brand again unless service and quality improve.

I'm just so frustrated with this online purchase I made recently. The customer service was just terrible! I changed my mind right after ordering and wanted to cancel, but they wouldn't let me. They said it couldn't be modified or cancelled even though it hadn't been shipped yet. I can't believe they expect me to wait for it to arrive and then send it back just to cancel. It's so wasteful and doesn't make any sense, especially since they pride themselves on being eco-friendly. I'm really disappointed in this company. Their policy shows they don't really care about the environment like they claim. Once I get my order, I'm not changing it, I'm just taking my business elsewhere. It's really a shame that a company known for being reputable has such a unfriendly policy.