Kiiroo Review 2021
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Great company, with friendly staff but unfortunately they didn't send me my shipping tracking number until I emailed them about it and it had already been waiting for pick up.
A little annoying but overall very good.
I made a purchase and received confirmation from my bank immediately that money was removed from my account but the kiiroo website said it wasn't processed.
I emailed customer service and got an automatic message saying they would get back to me in 7-10 business days. The shipping is only 3-5 days meaning mail moves faster than their customer service.
Kiiroo has essentially stolen $200 from me. I still haven't received an order confirmation, still haven't received my product, my money is still gone and I still haven't heard from customer service. I'm currently exploring legal options. I'm so disgusted with their "customer service" that I'll never order from them ever again. I'm assuming they don't care and their response to this will be something generic to save face. Absolutely terrible company. Stay away from them.
Dear Geoffrey,
We are sorry to read that you have had an unpleasant experience when trying to order yesterday.
Since your order was not processed the payment should say "pending" and your bank will release your funds back to you within the next few days.
Our Support Team did respond to your email this morning, and I have since passed on your review from above.
Kind regards,
Team Kiiroo
There was an error with my order first time was my fault and the second time my order glitched in there system causing me to never get my order. after i contacted customer support they where able to resubmit my order and give me a new tracking number. hands down best customer service i have ever delt with online.
Absolutely ecstatic with the customer service given. My issue was fixed within a very reasonable time frame
Hey Jillian :)
Thank you for the lovely review!
Have a great day!
Warm regards,
Team Kiiroo
Onyx+ realm
Product came opened. The plastic stickers on both sides were cut open. No charging cable. Black hair on top. Looks like a Pube.
VR headset also open, no sealing on them no at all
Contacting authorities as reselling used sex toys is illegal.
Edit
62416
It’s very concerning that it would be cut open and missing accessories.
Hi Jess,
Could you please share your order number in your review so I can follow up with our Support Team about your order and the review you have made above?
This is definitely unusual as we do not sell used sex toys, so an investigation will take place into what happened once we get your order number.
Warm regards,
Team Kiiroo
So helpful and kind. Wonderful experience
Hey Jin Kim :)
Thanks for the positive review! We are happy to read you have had a wonderful experience!
Have a great day :)
Warm regards,
Team Kiiroo
Onyx+ - Was really looking forward to what a premium tier of sleeve would feel like and the feeling you get from nonmanual stimulation. Sadly this thing is a massive let down to the point I literally don't even think I can finish with it.
Issues:
• Sound - its loud mechanical whirring will be a dead giveaway to what's going on in the room next to you so it's not discreet. It's also rather distracting and breaks any potential emersion you were seeking.
• Feel - It doesn't feel much like anything. It gives a very gentle grip that rolls up and down oddly in two small diagonal corners of the shaft, leaving a lot of feeling missed, ideally the bottom part where you want the most stimulation. Because the sleeve doesnt slide with it you dont get the feeling of going in and out. it just feels like some one very lightly grabbing you and rolling their hand up and down, not pulling or sliding. Within seconds you'll just want to do the thrusting yourself just to achieve any form of meaningful sensation. You would have to be an incredibly easy climaxer to have any success.
• Price/Quality - at $200+ I was expecting something well put together like I see from female products of the same tier. This was not the case, it feels extremely cheap. Yes it has the bluetooth features and built in charging, but the quality of the actual mechanics doing the work seem like something you'd get with a $35 novelty toy you use once out of curiosity. This is extremely annoying to spend the money knowing this type of product can't be refunded once tried.
Unless something is seriously broken with mine I don't see why anyone should buy this. The digital and bluetooth features are meaningless if the actual pleasure aspect doesn't even work. I own many toys and this is easily the most expensive purchase to join my 'never to be used again' pile. I'm just blown away how much this thing let me down and I wish I could get that money back. I keep retrying it going "It can't possibly be this bad..." and it is...
Dear Boitoy,
Sorry to read you have not had a pleasant experience with your new Onyx+.
Have you been in contact with our support team regarding the sound you are hearing? If yes, could you please give me your order number so I can follow up for you?
Warm regards,
Team Kiiroo
I ordered an Onyx+ Realm edition on 12/25, and when it arrived, both plastic safety seals on the box were not intact (broken safety seals). I emailed customer support immediatly 1/5 indicating I received my order last evening and just opened the shipping carton.
I removed the Onyx+ box from the plastic sleeve and immediately noticed that the plastic safety seals on each side of the box were not Intact, so this means that this product was opened by someone else previously. Consequently, I do not trust that this product has not been used previously.
Please contact me immediately so that this can be corrected.
I emailed a second time on 1/11 when I had not receive a response.
I indicated ; I received my order last evening and just opened the shipping carton.
I removed the Onyx+ box from the plastic sleeve and immediately noticed that the plastic safety seals on each side of the box were not Intact, so this means that this product was opened by someone else previously. Consequently, I do not trust that this product has not been used previously.
Please contact me immediately so that this can be corrected.
Customer service contacted me a day later and they requested that I send them pictures of the package from all sides, which I did, along with pictures of the interior contents. They got back to me the next day and indicated; Thank you very much for your reply. We at kiiroo do take safety and hygiene seriously and for this reason we only ship unopened products to our customers.
An investigation about your order has been opened, as per the device you do not need to return the device to us just please provide us with a photo of the device serial number and pictures of all the sides of the box (please make sure the box is laid flat in the pictures) .
You can dispose the device in accordance to your local regulations for electronic and battery waste disposal.
We have issued you a replacement and sincerely appreciate your cooperation and patience. For tracking number please contact us on this ticket by Tuesday evening.
If you have anymore questions please feel free to ask.
If you do not have anymore questions please reply “Solved”.
Hope to hear from you soon.
Take care and stay safe.
Kind Regards
Kiiroo
They promptly sent out a replacement, and it arrived last night.
Unbelievably, the replacement product also had the safety seal tabs broken/cut.
I immediately emailed customer service again and notified them of the same.
Based upon my first experience I would have expected the shipping manager to personally inspect that everything was verified as intact and safe.
I have not heard from Kiiroo support yet since sending this email.
UPDATE - 1/21/21 - Customer service responded to this review requesting an order number. Since there is no respond to answer feature to their post I will add the order# 59801.
Dear Rick,
I am very sorry to read this has happened! (twice) :(
Could you please give me your order number so I can follow up with our support team on your ticket?
Kind regards,
Team Kiiroo
My order was shipped to the wrong address and returned to sender. However, Samantha was able to quickly resolve the matter, and re-shipped my order to me. She even sweetened the deal a little. She was professional and kind and a great help.
Hey Mim :)
Happy to hear Samantha was able to fix your issue :)
Hope you are enjoying your order!
Warm regards,
Team Kiiroo
I've contacted support twice with my questions and both times they have been extremely helpful and have answered all of my questions. Only giving four stars not because I'm displeased at all, I just haven't ordered anything as of yet. Once I do, I can edit accordingly. Awesome job, support!
11/02/2021 - Just wanted to give an update on this. I've had many email correspondences with the Kiiroo support team and because of how friendly, responsive and knowledgeable hey are, my girlfriend and I have decided to make a purchase through their website. I'll make sure I post a review of the products after they have arrived.
14/02/2021 - Right after I posted the last update, she and I decided to make a couple purchases. We both received our packages in less than a week. They came yesterday and I'll just say probably the best investment I've made since deciding to go to college. We are both extremely happy with our purchases and will probably end up burning out the batteries before the year is out. Happy Valentine's Day.
Hey Anthony :)
Happy to hear you've had a pleasant experience when contacting our support!
Hope to have you join us on our interactive adventure soon!
Until then, have a beautiful 2021!
Warm regards,
Team Kiiroo
15-02-2021
Hey Anthony! Happy belated Valentines Day! <3
Super happy to hear you and your girlfriend are happy with your purchase!
Keep spreading the love :D
Warm regards,
Team Kiiroo
I ordered Christmas Eve (order number: 59743) and have yet to receive a tracking number or my package. I’ve emailed for an update and a question I had. I would really like my product. Thank you.
Hey there!
We see your order & see your tracking number (with USPS) - I don't want to post it publicly here so we will resend the tracking by email.
We have not received any emails from you though (at least attached with the order number above). If you fill in this form https://www.kiiroo.com/pages/contact-form or email info@kiiroo.com someone on our support team will be able to assist you with your question and to follow up with your tracking code since it appears you did not receive the tracking email.
Have a happy & healthy new year :)
Kind regards,
Team KIIROO
I placed an order two weeks ago (Order #59686) and there has been no confirmation of shipping and no tracking number assigned. The website says there would be shipping delays due to "bad weather" beyond the normal 3-5 days timeframe, but this is rediculous. I have sent two queries to customer service, and they have yet to respond. Horrible customer service. I want a RESPONSE. I don't want to hear COVID 19 as an excuse. This company apparently makes a habit of these bad business practices according to similar problems noted here. I still want the product, but I have no choice but to file a dispute and give the company a one star review until they comply.
Update: 1/6/21 - The company did respond to me, and gave me my tracking number, but there has been no action and I'm still not closer to getting what I paid for.
Update: 1/11/21: I finally got my order, but the lubricants I ordered were damaged, opened and spilled all over the the packaging. This irks me quite a bit, because those are expensive Tried the Keon itself and it seems to have decent stimulation and works great. Maybe I'll up a star if they help me out with getting ripped off on the lubricant order.
January 14 2020
Hey Consumer,
Happy to hear that you got your order and that you are enjoying your Keon.
Our support team emailed you back yesterday regarding the lubes and they will rectify that situation!
Have a great day!
Team Kiiroo
January 4 2020
Dear Consumer,
We are sorry to read you have not received your order yet.
Your package was accepted by USPS in late December, and I believe our Support Team has been in contact with you by email regarding the whereabouts of your package.
Our Support will resolve your frustrations and the fact that you didn't receive tracking yet by email.
We wish you a happy and healthy new year.
Warm regards,
Team KIIROO
I can’t believe they got me.. This device does nothing but make noise... I can’t even feel it. It’s the biggest waste of money and I feel so cheated. I wish I could return it and never make this mistake again. I was mostly curious but I don’t need a toy like this and I won’t ever be curious about getting one again. TERRIBLE. I don’t even want to keep it in my place, if I can’t return it I’d rather throw it away. Oh and the headset and all the apps, a joke. Someone should do something. This company is basically stealing money from people.
Dear B. D. Mason,
We are very sorry to read you are unhappy with your purchase.
Have you contacted our support team about the fact that your product doesn't do anything but make noise? There could be a defect, or something a miss that our support team can help you with.
Regarding VR, which app are you using for VR? You mention "all the apps" but we only have the FeelConnect 2 and 3 app at the moment. We are currently moving all devices to the FeelConnect 3 application, and we would like to make sure this works for all users. Our Support team can help you out with that too.
Apologies for the fact that our product(s) have made you unhappy, and I hope that our support team can help you out with the problem.
We wish you a happy and healthy start to the new year.
Warm regards,
Team KIIROO
Bought the titan toy after being disppointed by the lovense max. I received the product quickly. The casing is incredibly loose on the product, the sleeve was loose, and it was showing wear after 1 use! The main appeal for me was the fact that you could sync it with interactive videos, and that was the biggest disappointment of it all. The toy's attempt at being interactive is switching from nothing to 100 vibration at poorly synced intervals.
Would strongly recommend not purchasing the titan to anyone.
Dear Leo,
We are sorry to hear you are not happy with your Titan.
Have you been in contact with our support team about the fact that it is showing wear & not syncing correctly? If not, could you please contact our support
https://www.kiiroo.com/pages/contact-form
here about your issues.
We hope you have a happy holiday season.
Kind regards,
Team Kiiroo
I order kiiroo Dec1 2020 and I still didn't get it it's a bad company when they didn't ship my order to me!
Kiiroo has high tech toys that will satisfy you over and over. The features are great and keep the experience from ever getting boring. Had some minor difficulties but customer service is excellent and I recommend Kiiroo to anyone looking for an adult toys.
Hey DirtySpartan :)
Thanks for the great review! <3
Have a happy holiday season!
Warm regards,
Team Kiiroo
Never picked up my order. It was returned and i never received a refund! Waiting for two months on a reply from customer service. Better dont buy there....
Hey Daniel,
We are sorry to hear that you have not received your refund, and that you did not receive a reply from someone on our support team.
Could you please let me know your order number so that I can follow up for you?
Warm regards,
Team Kiiroo
I AM FRUSTRATED WITH KIIROO! After purchase of Onyx + VR package, extra sleeves and full payment made NOV 24 (order #56872) and 3 emails to customer service all I get is this auto reply telling me " Currently we are seeing response times of 3-5 business days given our volume of support queries. Please rest assured we will get to you as soon as we can." I understand it was Black Friday and things are busy, but NOT TAKING ALMOST 2 WEEKS AND NO REPLY!! I have made a other purchase from Europe during Black Friday sales and received my goods. I now really have a bad feeling about Kiiroo and their sincerity as a company about the value of the customer and giving them true and honest service. Now that they have my hard earned money that I have paid to them I HAVE NO SHIPPING CONFORMATION OR TRACKING NUMBER! Only a order conformation. This is my first review on Trustpilot hope it was done correctly. I need this by Dec 25th for the holidays.
All I can say is CAVEAT EMPTOR is a Latin phrase that can be roughly translated in English to "LET THE BUYER BEWARE"
UPDATE DEC 09 20
After my 4th email, Kiiroo finally they responded saying because of the Black Friday promotions they run out of VR head sets and will have some in 3 to 5 days and ship out my order and hopefully they will have a happy customer on their hands.
Communications could have been better, although I am glad we communicated. I will update this review accordingly.
UPDATE DEC 14 20
Just received my tracking number! My order is finally on it's way! I have added a extra star as they were true to the last replay to the VR head sets arriving in 3-5 days. I will finalize my review once I receive my toys and try them out. I have read some other post and hope other people get a positive outcome.
UPDATE DEC 21 20
I finally got my new toy! My XMAS present to myself is in the house. Lol..The shipping was discreet and very well packed and must give complements for this.
Onyx + seems to be well made with a quality feel to it.
I will put it to the test over the holidays, although I did try it out and found a so so stimulation ( I am of averaging size down below ) not terrible but not as expected and had troubles with understanding manual mode and setting up my bluetooth with the app. as I am looking forward to the VR experience! To be fair I did not dive deeply into my owners manual. This will be done over the holidays. The noise level is very similar to my Max 2 and it is acceptable. I also want to thank Kiiroo for the response, my frustrations were with communication. I may have to reach out for support if I have syncing issues with the Bluetooth. Extra star added. Thanks.
I will update
UPDATE JAN 13 21
I am starting to get frustrated with Kiiroo!!
Starting Dec 24 20 and Dec 31 20, we have communicated with approx. 6 emails and established that I have a defective Onyx +. Jan 4th 21 Samantha sent me a email that I will be sipped out a replacement ( I was very happy and impressed by communication and handling at this point ) and it said "There is a chance you might not automatically receive your tracking details as we have manually inputted your order. By the end of the next business day please come back to me if you haven't received them and I will track them down for you." so I did and she emailed me a tracking number that does not exist with DHL. Then I email Samantha back and she assures that the tracking number is correct by sending a photo of a order on Kiiroo's system not DHL's that has my name, address, tracking #, box ID, and a ref # and ends the email with this quotation "The only thing i can advise is to consult with DHL as it is their responsibly to compete this shipment.
If you have any other questions please do not hesitate to contact me.
Best Regards, Samantha"
I have looked on line and made 3 phone call to DHL, one that was escalated to their internal supervisor ( spent 15min on the phone while they looked in to this matter ), DHL TELLS ME THAT "NO SUCH ORDER EXIST" in the system based on tracking #, or my name or address and box ID or ref # number has nothing to do with them!! Now at this point I reach back to Kiiroo and tell then "Why am I chasing this order I did not arrange the shipping your people did" the CORRISPONDANCE BACK HAS STOP! after 6 m
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