“Really awful experience post purchase with Veja. Bought these for my husband’s birthday 6 weeks ago and after only a handful of wears the rubber has started to peel off round the side of both shoes. This has been dismissed by Veja’s non existent customer service who have stated that after full analysis (basically reviewing a couple of photos) there is no defect due to manufacturing. Blame has been placed on on some mysterious ‘external factors’. I can confirm that the shoes have been used for normal wear and I have no idea what ‘external factors’ could have caused this. They have fobbed me off and refused to escalate my complaint. Their solution is that I should take the shoes to a cobblers at my own inconvenience and expense. I can honestly say that I have never experienced such a lack of regard for customer satisfaction. Seems they don’t really care once they have your money. Sadly I will never order from this company again!”
“I had two horrible experiences with Veja customer service with two separate pairs of shoes. The first issue was with a defective tongue on the left sneaker. The second was with a yellowish tint in the cut of the white leather. An indication of poor quality control.
I’m writing this letter not just as a disappointed customer, but as someone who has long admired VEJA for what it stands for—transparency, ethics, and sustainability in an industry that often lacks all three. That’s why it’s so disheartening for me to share this experience with you.
I purchased a pair of White on White Women’s V-12 sneakers because I believed in your mission. VEJA isn’t just a sneaker brand—it’s a statement of values. But from the very first wear, I noticed something wasn’t right. The tongue on the left sneaker wouldn’t stay in place, and I found myself constantly stopping to readjust it throughout the day. At first, I chalked it up to how I had laced them. But after careful inspection and wearing them again, it became clear: this is a design or manufacturing flaw.
It may seem like a small thing—a crooked tongue—but it consistently disrupted the wearability of the shoe, and has shaken my confidence in the Veja brand. And that’s what prompted me to reach out directly. I wanted to give you the chance to hear this feedback personally, from someone who has supported the brand because of its integrity and quality.
I’m attaching photos and a video to show you exactly what I mean. I hope you’ll take a moment to look at them and see this not just as a quality control issue, but as an opportunity to live up to the values that make VEJA different. As a fair resolution, I’d deeply appreciate a replacement pair—something that lets me continue to wear and represent your brand with pride.
I know you’ve built VEJA with intention and care. That’s why I’m confident you’ll want to make this right.
———-
After being told that it’s not a defect and all I need to do is lace the shoestrings through the loop or take the shoe to a cobbler to fix…,I sent this reply
——————
Dear Ambre,
Thank you for your response and the time you took to address my concern.
However, I must respectfully disagree with the conclusion that the issue I am experiencing is not a manufacturing defect. While I understand that footwear fit can vary based on individual anatomy, I’d like to clarify a few important points:
I have never experienced this issue with the tongue of any other sneaker brand, including lifestyle and athletic footwear of similar structure.
The defect I am reporting is not about comfort or adjustment—it is visibly evident when my foot is inside the shoe, as shown in the photos I previously provided.
This issue occurred from the very first wear and persists regardless of how the shoes are laced or adjusted.
Most importantly, I do not believe a customer should have to incur the cost of a cobbler to correct a flaw that compromises basic functionality and comfort, particularly in a shoe of this caliber and price point.
While I appreciate the suggested remedies, I believe this issue merits a closer review from someone in a managerial or supervisory capacity. I am requesting that this matter be formally escalated to a manager for further evaluation and resolution.
Again, I remain a supporter of VEJA’s mission and values, which is why I am hopeful that your team will take the opportunity to make this right.
Thank you in advance for your understanding and assistance.
—————-
Veja never took accountability for the defective products and we need to contact the founders. Has anyone found their email addresses?”
“Received first pair of Veja for my birthday. The stitching on one shoe is discolored, almost a light pink. It’s not terribly noticeable but for $160, it’s unacceptable. I contacted customer service through the Veja website twice. I’ve heard zero response. I would expect acknowledgement at least. Very disappointed. I haven’t worn the shoes yet but the level of service has turned me off from the product. 👎🏽”
“Here’s a natural-sounding English translation of your review:
After just two weeks, the seam at the back of the shoe came apart and half of the VEJA logo had fallen off. When I contacted their customer service, I got a snarky reply claiming the shoes couldn’t possibly be only four weeks old based on the photos — they insisted they must be at least a year old. Of course, I provided proof of purchase, but still only received rude replies. Neither the quality nor the customer service lives up to what you’d expect from such expensive shoes. Never again!”
“If I had read all of these reviews below, I would not have ordered directly from the store!
I worked hard to make $200 to buy a pair of shoes for my husband. There was no way to exchange the shoes for another size, so I had to order a new pairs of shoes in a new size and return the original ones. I had assumed that the store credit would be automatically applied to my new purchase, but it was not. I had to pay for a new pair of shoes.
When I just finally went to go buy a pair of shoes with my store credit (for my birthday!!), I realized that the credit had EXPIRED just a few days ago. I was never notified that there is a time limit to the store credit, and was just that if i just emailed the store - the whole thing would be resolved. I emailed the store and received a prompt reply stating " I am sorry you were not able to use your credit in time".
This is incredibly confusing, frustrating, and makes me sad. I have never had a worse experience with customer service.
I hope Veja makes improvements in the future!!!!!!!”
“There's no way to make a return. It takes you through the false steps but then it won't let you send. I wanted these and I ordered my size but they are too large and all I wanted to replace them but now I'd just like my money back”
“AVOID ORDERING ON LINE WITH THIS COMPANY AT ALL COSTS. I contacted customer service because I thought the shoe I received was defective. Apparently the Campo Leather Black White shoe has a split design in the front of the shoe which looks like a crack in the rubber to me. Furthermore, they sent me a photo of the shoe design from their website, but you can hardly see it! Anyway, they are not willing to provide a resolution for another type of shoe. I will never order online from this store. I hope your experience with the Veja store online is much better than mine was.”
“Return process in EU is unnecessarily confusing and customer service is non existent. In the end I wasted an hour plus 20 Euros on what should have been a free returns.
Do yourself a favor and shop somewhere else”
“If I could give 0 stars I would. AVOID THIS COMPANY AT ALL COSTS. They are actively stealing from me at this point. I bought shoes at their store in Paris, within 1 day of wear they were breaking. The store told me I "voided the warranty by wearing the shoe". I emailed their customer service when I got back to the states, they told me I had to send back the defective pair to receive a new pair but they would not refund me. I sent back my pair ASAP, they received my pair, they told me my new shoes were on the way. 2 weeks go by.. No shoes delivered. I follow up with the company TWICE asking for tracking information. They reply that my specific shoe is sold out WORLDWIDE but they'd replace it with a different pair. I do not want a different style shoe, I want my money back and they are refusing to do so. I paid for shoes I do not have. They have taken my money and I have *nothing* in return 30+ days later.”
“Do not purchase Beware of additional fees
I placed an order on
veja-store online when it arrived it came with an additional bill of 71$ on top of the shoes. So i contacted customer service and asked to return the item because i didn’t anticipated the additional cost. They were Rude and unaccommodating and blamed me for not going thru their FAQ fine print notices and said that they will charge me a return fee. Why the misleading fine print when they can simply advise international clients at the checkout process.”
“I am disappointed with the customer service I received from Veja. I contacted them because my Veja sneakers, which I have only worn for three months, are showing cracks on the crease. I did not expect this from a sneaker that costs over $200, and I am also disappointed with the lack of customer service I have received. I would not recommend this product to anyone.”
“I have never sent a negative review on a company before but I feel it is imperative to let the public know about my horrible experience with Veja. I have sent numerous emails for a return code and information and have had no response. This company is unprofessional, not helpful and does not act in good faith. Do not purchase anything from this company. You will not be able to return it even though their return policy says you can.”
“In my experience VEJA is clearly not interested in their.customers AT ALL.
My daughter's V-10's are unraveling at the seams and she didn't even wear them often. We bought them 10 months ago and since my older daughter's 2 pairs from 2018 are still in good condition, 1 was disappointed and wrote to customer service in the hope they would at least have me bring them to the store and get them repaired (I read online about the "Clean, Repair, Collect Project offering to clean, fix or recycle clients shoes and that they offered free repairs on Black Friday).
Their response was, the shoes are
probably too small and it's normal wear
and tear. I should be able to find a cobbler to have them repaired.
I wrote back that we bought them in store with the "professional guidance" of the sales assistant. The next size up was too big.
I also commented that I am disappointed that they are not offering the repair themselves.
As a side-note I also let them know that I think it's very customer UNfriendly to not sign their emails with a name, only "VEjA NYC".
No response to that at all or to my question why they can't be repaired from VEJA.
Just a condescending reply that next time we should size up in all future shoe purchases and to leave "a fingers width between the end of the toe and the insole". Thank you very much, I have successfully been buying shoes for my
daughter's the last 20 years, mostly in Europe in professional shoe stores.
ALSO, AGAIN: no name just "VEJA NYC".
Bottom line: no interest in the customer, no follow through with the brand identity of being eco friendly and sustainable!
Won't buy their shoes ever again, nor recommend them to anyone.”
“DO NOT ORDER direct from this company if you live in the US. They do not stand by their product and you have no recourse because the Headquarters is in Paris. So no US backing. Wore shoes twice and they started falling apart. They said normal wear and tear. Purchased 11/25. Delivered 11/30. Put away for trip 12/10. Fell apart 12/15. No return, no exchange. Terrible customer service.”
“Customer service is awful, even in store (NYC). The guy convinced me to size up even though they were too big and then went I went to return them, they wouldn’t accept the return because of “rubber drag”. I literally never wore the shoes outside of the store. Now I have shoes in perfect condition that do not fit and there’s nothing I can do. AVOID buying from this scam company, they do not have ethical business practices.”
“I never write reviews, but both my product and customer service experiences with Veja have been awful. five months ago, bought the V-10 B-Mesh White Natural Pierre shoes for a nice everyday white sneaker I could wear to work and school. I bought directly from veja-store.com and didn’t have any problems receiving them.
however, whenever I would walk more than a few miles at a time in my Vejas, the soles of my feet would start to hurt and the material would rub against the sides of my toes. this past week, I was on vacation exploring a new city and by day 4 of walking 10,000-15,000 steps a day I couldn’t walk in the shoes without intense pain. it was so bad that I had to buy inserts just to get through the day.
a few months ago, after I had my Vejas for a couple months, I emailed Veja customer service complaining of discomfort and the representative said that the B-mesh is their most comfortable material so I shouldn’t be having any trouble. a few days ago, after 5 months of regular wear, she said the same after I reached out again.
Veja clearly doesn’t care about their customer satisfaction or retaining customers. I couldn’t even find anywhere on the site to leave a review on the shoe I bought. I was really excited about these being my everyday shoe as I really like how they look but they hurt my feet so badly that I’m just going to donate or throw them away now. never buying from Veja again.”
“I placed an order on Nov 28 for a Christmas gift for my daughter. I received the item and, without opening the box, wrapped it. Upon opening the package, we realized that the box contained two completely different shoes. I notified them of the error on 12/27. They asked me to send photos which I did. I was then asked to return the shoes and told that once they received them back I could then reorder them.....really???? I asked if there would be any courtesy discount offered for the inconvenience and was told "No" they do not offer sales or discounts. I returned the shoes as instructed. As of 1/22/23 I still do not have the refund. The customer service has been awful. I would NOT recommend ordering from them as they have 1) no quality control and 2) very bad customer service and 3) no accountability when a problem occurs....its all on the customer to figure it out.”
“Their costumer service is horrible, ni place to contact them. I asked for a refund and they only gave me store credit with no way to contact them. No answer ever from the company in their email or messages. I finally just gave up and bought another pair that were too small and they wouldn’t pay for the return prepaid label, they really have zero sense of how to keep a costumer happy. NEVER buy from veja store directly. It’s been a nightmare”
