FOCO Reviews 693

I reached out for help with an instruction manual and Nikki was very supportive, did a nice job providing updates and exhausted all available resources to help with a resolution. I’m grateful for her and commend her efforts!

Date of experience: July 04, 2025

Product never delivered. They are passing the buck as usual. Don't order from them. You wont get it.

Date of experience: June 30, 2025

I went on FOCO to pre-order 2 FOCO cowboy hats on May 20th. No response and no update from the company about where I am in the process of receiving the pre-order. I reached out to their customer service and the auto-bot responded that I wont receive my pre-order until AUGUST 22nd! What in the world??? What kind of sense does that make? I just had a FOCO ad in my feed stating quick order and quick delivery of FOCO cowboy hats. WHAT??? Then what the heck is the use of a pre-order?? I tried to ask that question with customer service, their robo-response, your preorder will be available August 22nd. I usually LOVE Foco product and I am definitely a frequent customer without problem but, based on this purchase, I have lost all confidence with the presale BS and the customer service bot they have working for their company. SO SAD and DISAPPOINTED.

Date of experience: June 26, 2025

Company has bad customer service. Only deals with email. Some people don't use email. Should be a phone # where you can communicate with someone.

Date of experience: June 13, 2025

Julie in customer service refused to process an exchange or refund for a product that does not fit per the supposed measurements they claim on the website. I know what size I wear and the measurements on their website does not measure accurately. I will be filing a complaint with the BBB and leaving negative feedback all over social media for deceiving customers and not willing to make it right.

Date of experience: June 16, 2025

I asked a question about an order I place and they took it upon themselves to go ahead and cancel the order. I did not ask for the order to be cancelled. Now I lost out on the discount code I used. This was my first order and it will be my last

Date of experience: June 13, 2025

Avoid purchasing any product from FOCO. (Absolutely No customer service, yet they take your money)

Order#ECFC2012905

Date of experience: June 11, 2025

if I could give the customer service experience less than I would. I placed an order on April 17 received it somewhere around the middle of May and started emailing. we paid extra for expedited shipping obviously didn’t receive it in time. I emailed to exchange our sizes not to get a refund. They have a 30 day exchange policy, but we barely got our items within the 30 day mark of ordering them we definitely haven’t had them for 30 days

Although we understand policies, if you can’t make exceptions when things go wrong not on the customer side this is not a company. I will be supporting again.

Date of experience: June 06, 2025

I had to request a cancellation and it was processed and refunded without any questions within 12 hours. (Reason behind the cancellation my son had already bought the same thing) excellent courteous customer service!

Date of experience: May 28, 2025

Spoken to George over email regarding lost instructions, their response time was top notch and sent over a PDF copy without any hesitation.

Date of experience: May 19, 2025

Even though I didn’t buy the Stadium brxlz direct from them, they stood tall and sent me some pieces that were missing from my AT&T park. At no cost to me. Above and beyond customer service! Whoever needs to hear this give Nikki a raise!!!

Date of experience: May 16, 2025

Julie’s customer service was very helpful and professional. Thank you for assisting with the instructions for the exchange on the merchandise.

dave, San Antonio, Texas

Date of experience: May 08, 2025

Great customer service! Nikki was very helpful, professional, and pleasant!

Date of experience: May 08, 2025

Julie

fast communication was very helpful with what I need it and very friendly 100% satisfied with the services she gave me thanks.

Date of experience: April 23, 2025

I missed out on 40 percent flash sale
Reached out to Foco since my purchase happened the day before. Nikki replied me very next day and matched the discount as good will. Couldn’t be so much happier with the outcome. I’m satisfied with their top notch customer service every time there is issue, they try to make things right.

Date of experience: April 22, 2025

Excellent customer service. Set had piece missing. One email later, part posted out

Date of experience: April 23, 2025

Nikki was awesome. She handled my problem quickly and clearly communicated via email several times throughout the issue. I know have a complete bobblehead with all the parts.

Date of experience: April 07, 2025

I have to say I am quite disappointed with how their customer care service representative, Julie, handled my returns situation. I've purchased from FOCO multiple times, as I collect merchandise from Ohtani. Out of the many orders I made last year (many of which took over 6 months to arrive), I wasn't satisfied with a single product. Hence I reached out to customer service care to get my product returned, and something for everyone to keep in mind of:
1. When you purchase the product, you are responsible for paying 20+ dollars in shipping
2. When you return the product, you are ALSO responsible for paying the return shipping.

With most retailers, return shipping is provided, I guess FOCO hasn't really kept up to date on this. Furthermore, when I expressed frustration with this policy, Julie from customer service simply replied:

Hello,
We do apologize but this is our policy.
Thank you
--Julie

What a total lack of empathy from a customer care representative. Even if I end up paying for my own returns, this sort of response holds really poor sentiment for customers, especially your highly retentive ones. Shameful.

Date of experience: April 04, 2025

FOCO has amazing support for their BRXLZ product line. I am a satisfied customer and will continue to shop their products.

Date of experience: March 25, 2025

I was missing pieces on my Stadium build have over 40 hours invested only to discover I am missing several pieces Emailed Foco got quick response says they are checking on availability and within a hours they said good news we have what you need and provided the tracking number
Excellent Customer Service

Date of experience: March 19, 2025