I have contacted them twice now to request a return and heard nothing. Order #10778 - on 29th Aug I received an automated response advising they have my return request and someone will get in touch.... Se mer
Företaget har svarat
Även om vi inte verifierar specifika påståenden eftersom omdömeslämnarnas åsikter är deras egna, kan vi märka omdömen med en ”verifierat”‑etikett ifall vi kan bekräfta att en företagsinteraktion har ägt rum. Läs mer
För att skydda plattformens integritet granskas både verifierade och overifierade omdömen av vår automatiserade programvara som är tillgänglig dygnet runt. Tekniken är utformad för att identifiera och ta bort innehåll som bryter mot våra riktlinjer, inklusive omdömen som inte är baserade på en äkta upplevelse. Vi är medvetna om att vi inte kan lägga märke till allt. Det går att flagga sådant som du tror att vi kan ha missat. Läs mer
Det här tycker kunderna
Consegna nei tempi, materiale di alto livello. Gli zaini da trail running sono studiati in modo molto intelligente per garantire confort ma anche agilità nell Utilizzo
Très agréable à porter, léger et bien ventilé pour éviter d’avoir trop chaud en courant ! Un vrai confort, même quand les kilomètres commencent à s’enchaîner. La matière est top. Merci FUGA pour c... Se mer
La casquette est pour moi très bien conçue, la bande pour la transpiration est totale donc peu importe si je la mets en avant ou en arrière la transpiration est retenue. Elle descend mieux que la co... Se mer
Företagsinformation
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We founded KAILAS in 2003 to empower adventurers and redefine what's possible in the outdoors. Building on twenty years of mountain sports expertise from KAILAS, FUGA was launched as a trail product series in 2016. Under the visionary leadership of Baggio Chengzhan ZHONG, FUGA has introduced revolutionary design and technical innovation to the industry. Since its launch, FUGA has earned a reputation for unmatched grip, durability, and innovation among athletes and international award organizations such as ISPO. Through partnerships with professional runners, coaches and event organizations such as TORX, FUGA has shaped the trail running industry in China and beyond. As a truly global brand with athletes and stores across 35 territories, FUGA’s vision for a brighter and bolder future is inspiring the next generation and changing the world of Trail.
Kontaktuppgifter
3,7
Medel
40 omdömen
Ber kunder att lämna omdömen
Detta företag bjuder in sina kunder att lämna omdömen – oavsett om de är positiva eller negativa
Har besvarat 76 % av sina negativa omdömen
Svarar vanligtvis inom 2 veckor
Så använder företaget Trustpilot
Se hur deras omdömen och betyg hämtas, betygsätts och modereras.
Je mets 1 étoiles mais ma situation est…
Je mets 1 étoiles mais ma situation est particulière.
J’ai eu la chance de recevoir un produit Fuga en tant que participant à un test.
Donc je n’ai payé que les frais de livraison.
Malheureusement le produit reçu, qui a l’air de bonne qualité, n’est pas à la bonne taille malgré les mesures faites et indiquées.
J’ai demandé un échange et je suis sans retour.. donc je ne peux noter que l’expérience avec le service client qui semble inexistant. Ce qui est dommage car la promesse semblait belle.
Et ayant payé les frais d’expédition et étant prêt à payer à nouveau pour changer le produi, je trouve dommage de me retrouver avec un produit de mauvaise table non utilisable.
24 september 2026
Comodità è alta qualità
Consegna nei tempi, materiale di alto livello. Gli zaini da trail running sono studiati in modo molto intelligente per garantire confort ma anche agilità nell
Utilizzo
24 september 2026
I have contacted them twice now to…
I have contacted them twice now to request a return and heard nothing.
Order #10778 - on 29th Aug I received an automated response advising they have my return request and someone will get in touch. To date I still have not heard anything despite me sending an other email chasing this up.
26 augusti 2026
Omdöme utan inbjudan
Svar från Kailasfuga
Hi Fiona,
We’re sorry to hear that you were disappointed with your purchase.
We have reviewed your order and would like to clarify that the item ordered was the KAILAS FUGA DU Series Gaiters – Black / L (EUR 44–47), rather than the EX Series Gaiters designed for EX330 shoes. The product supplied therefore corresponds to the item selected in the order.
We understand that this may have been a misunderstanding when placing the order, and we have contacted you directly with the return instructions. You are welcome to return the unused item for a refund, with the applicable return shipping costs and taxes being the customer’s responsibility.
We’re sorry for any confusion and hope the return process can be resolved smoothly for you.
Kind regards,
KAILAS FUGA Customer Service
Its been more than a month now without…
Its been more than a month now without a reply from your site.
I just want to return an item. Order
#kailas13596, my email is my full name
1 september 2026
Omdöme utan inbjudan
Svar från Kailasfuga
Dear Customer,
Thank you for sharing your feedback. We are sorry to hear that you have been disappointed with your experience and understand your frustration regarding the time taken to receive assistance with your return request.
We have reviewed your order #KAILAS13596 and would like to clarify that our Customer Service team has already responded to your return request by email and provided the relevant information and instructions regarding the return process.
We sincerely apologize if our previous response was delayed, was not received, or was not immediately noticed in your inbox. We understand that waiting for assistance with a return can be frustrating, and we regret any inconvenience this may have caused.
As your order and return involve personal information, we are unable to discuss the specific details of your case publicly on Trustpilot. However, we would be happy to continue assisting you directly and make sure your return request is properly handled.
Please kindly check your email inbox, including your spam or junk folder, for our previous response. If you are unable to locate our email, please contact our Customer Service team again, and we will be happy to resend the relevant information and assist you with the next steps.
We genuinely value your feedback and take your comments regarding our customer service seriously. We are continuously working to improve our response times and overall customer experience.
We apologize again for the inconvenience and appreciate your patience and understanding.
Kind regards,
KAILAS FUGA Customer Service
Très agréable à porter
Très agréable à porter, léger et bien ventilé pour éviter d’avoir trop chaud en courant !
Un vrai confort, même quand les kilomètres commencent à s’enchaîner. La matière est top.
Merci FUGA pour cette belle découverte !
24 september 2026
The pair of 330s I ordered arrived…
The pair of 330s I ordered arrived within the expected delivery timeframe. Delivery is not particularly fast, but it was in line with the estimate provided when I placed the order.
Unfortunately, my overall experience has been mixed. Around two months ago, I ordered another product which never arrived. I contacted customer service three times regarding the missing order but never received a response.
So while this most recent order went smoothly, the lack of communication and support with the previous one was disappointing and is something that definitely needs improving.
25 juli 2026
Svar från Kailasfuga
Dear Customer,
Thank you very much for taking the time to share your experience with us.
We’re glad to hear that your recent FUGA 330 order arrived within the estimated delivery timeframe. We truly appreciate your understanding regarding the delivery time.
At the same time, we are very sorry to hear about your previous order that did not arrive and, especially, that you contacted our customer service several times without receiving a response. We completely understand how frustrating and disappointing this must have been.
We take your feedback regarding communication and customer support very seriously. This is not the level of service we aim to provide, and we sincerely apologize for the inconvenience caused.
We would really like to investigate the previous order and see what happened. Could you please reply to this email with the order number of the missing order or the email address used when placing the order? Once we have the correct information, we will check the order and shipping records and do our best to help resolve the issue.
Thank you again for your honest feedback. Your comments are important to us and help us identify areas where we need to improve.
We look forward to hearing from you and assisting you further.
Kind regards,
KAILAS FUGA Customer Service
Been trying for almost 2 weeks to get a…
Been trying for almost 2 weeks to get a reply on my return and refund question witout an answer. Could you please reply?Regarding order 13596
4 september 2026
Omdöme utan inbjudan
Svar från Kailasfuga
Dear Customer,
We sincerely apologize for the inconvenience and frustration caused by the delay in communication regarding your order #13596.
After carefully reviewing your order, we can confirm that the parcel has already been dispatched and is currently in transit, according to the latest tracking information.
We have also responded to your email regarding your return and refund inquiry. We kindly ask you to check your inbox, including your spam or junk folder, for our response.
We fully understand your concern and sincerely regret any inconvenience this situation may have caused. Should you require any further assistance, please do not hesitate to contact us directly at service@kailasfuga.com. Our customer service team will be pleased to assist you further.
Thank you for your patience and understanding.
Kind regards,
KAILAS FUGA Customer Service
La casquette est pour moi très bien…
La casquette est pour moi très bien conçue, la bande pour la transpiration est totale donc peu importe si je la mets en avant ou en arrière la transpiration est retenue.
Elle descend mieux que la concurrence et la visière et un peut plus grand ce qui couvre mieux le soleil
25 augusti 2026
Testeo gorra y mochila Kailas Fuga
Solicité una prueba para testear su material, fui seleccionada y me enviaron el material (en mi caso una gorra y una mochila) y es de muy buena calidad y comodidimo.Me parece fantástico que una empresa así envíe material a corredores para probarlo.
La gorra es muy cómoda y ligera.
La mochila me parece excepcional. Tiene un montón de bolsillos donde poder distribuir muy bien todo el material necesario para los entrenos y carreras. Los bolsillos se intercalan entre sí y cabe muy bien todo. Los geles caben sin tener que doblarlos (cómo ocurre en otras mochilas). Hay un bolsillo delantero para el móvil que se accede a él fácilmente. Lleva también incorporado un silbato y una bolsita donde poner los envoltorios de los geles que te has tomado.
El sistema de acople de la mochila funciona muy bien y es práctico, y la mochila no sé mueve cuando estás corriendo.
Tiene dos maneras de enganchar los bastones, una de ellas es con unas gomas que tiene en la parte baja de la mochila, pero al tener los palos ahí, corriendo se mueven mucho y te golpean en los lumbares y en los codos, por lo que resulta muy incómodo. Es el único inconveniente que le encuentro a la mochila.
10 augusti 2026
Omdöme utan inbjudan
all right!!
25 augusti 2026
Una ladrata
Ho acquistato un paio di scarpe ed essendo piccole ho avviato la procedura di reso subito...mai risposto e mai inviato etichetta di reso..Ho scritto più mail al loro servizio clienti ma nulla..Anche paypal non mi ha dato supporto per bloccare il pagamento in 3 rate...160''€ buttati
31 juli 2026
Omdöme utan inbjudan
Svar från Kailasfuga
Gentile Cristina,
Ci dispiace sinceramente per la sua esperienza e comprendiamo la sua frustrazione.
Ci scusiamo per il ritardo nella gestione della sua richiesta di reso e per il disagio causato. Questo non è il livello di assistenza che desideriamo offrire ai nostri clienti.
Vorremmo verificare personalmente il suo caso e aiutarla a risolvere la situazione nel modo più rapido possibile. La invitiamo a contattarci nuovamente tramite il nostro servizio clienti, indicando il numero dell’ordine e l’indirizzo email utilizzato per l’acquisto, così da poter individuare la richiesta e procedere con la verifica del reso.
Grazie per averci segnalato il problema. Terremo conto del suo feedback per migliorare il nostro servizio.
Cordiali saluti,
KAILAS FUGA Team
Recensione Kailas fuga zaino
Il prodotto è molto leggero e ha tutti i requisiti. Consiglio di prendere una taglia in più rispetto a quella che si acquista abitualmente. Personalmente l'ho preso della mia taglia e mi sta comodo attaccando solo due agganci su tre. Consiglio anche di acquistare il porta bastoncini per comodità.
25 juli 2026
Buen producto
En general todo, dada la oferta que era buenísima, tenía mis dudas si era real. Una vez recibí el correo que había sido elegido y el código, empecé a pensar que era real. Luego después de un par de semanas de espera por fin llegó el paquete. Al abrirlo veo el producto de buena calidad, ahora cuando pueda empezar a correr lo testeare mejor 🤩
11 augusti 2026
After my recent review
After my recent review. They have come back admitting the fault has happened again but still refuse to replace the trainers! Instead offering 10% off another order! You really can't make this company up...1
12 augusti 2026
Omdöme utan inbjudan
Svar från Kailasfuga
Hi Gavin,
Thank you for your feedback. We’re sorry to hear that you’re disappointed with the outcome.
We would like to clarify that we already arranged a full replacement for your original order. Under our standard after-sales policy, once a replacement has been provided for an order, the same order is generally no longer eligible for another replacement.
We also understand that you reported a similar issue with the replacement pair. However, based on the information provided, the condition of the replacement appears to be related to wear/use rather than a confirmed manufacturing defect. For this reason, we’re unable to arrange another replacement.
As a gesture of goodwill, we offered you a 10% discount code toward a new pair, even though we are not able to provide another free replacement.
We understand that this may not be the solution you were hoping for, but we hope you can understand that we need to apply our after-sales policy consistently.
Kind regards,
KAILAS FUGA Customer Service
Fast shipping shoes are awesome
25 juli 2026
prodotti Kailasfuga
sinceramente non mi interessava avere del materiale in più di quello già acquistato privatamente , visto però che Kailas ci tiene a far testare alcuni dei loro prodotti per poi regalarli ho provato la selezione e dopo essere idoneo mi hanno spedito un cappellino ed uno zaino trail da 8l. Lo zaino è pratico e cosa che mi attira non sballotta grazie all'aderenza elastica che le hanno conformato grazie anche al boa di regolazione. tasche più che sufficienti . magari le borracce sarebbero meglio con il bocchetto più lungo e dritto. Nel complesso bel prodotto. anche il cappellino è leggero e aderente.
8 augusti 2026
Detta är Trustpilot
Vem som helst får skriva ett omdöme på Trustpilot. Den som skriver ett omdöme äger sitt omdöme och detta innebär att personen i fråga kan redigera eller ta bort sitt omdöme när som helst. Omdömen finns kvar på Trustpilot sålänge omdömeslämnarens konto är aktivt.
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