The Kooples Reviews

Name: The Kooples
Rating: 1.36

1.4 Rating 33 Reviews

9 %

of reviewers recommend The Kooples

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1.4

Based on 33 reviews

Shipping & Delivery
Delivery Methods	Courier, Postal Service
Customer Service
Communication Channels	Email, Live Chat

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Anonymous

Anonymous // 01/01/2019

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“Terrible. I ordered a coat at 50 percent off. 400 dollars. They would not cancel the order. I was receiving a 40 instead of a 36 like I ordered. The promotion was off now I d have to pay double. There is no customer service. Don’t order from them unless you need more stress in your life.”

Helpful Report

Posted 10 months ago

“Kooples return policy is not clear and consistence. Sometimes, I got refund for items > 60% off. Other times, I did not. There was not warning for final sale that could not be returned at the product page. I can always be able to request a return but they could reject and do not refund me when the items delivered back to them. There's no information about an item was still able to return or not in my orders when I try to return.”

Helpful Report

Posted 11 months ago

“I ordered two dresses on December 8th and returned them both. On December 15th, I received an email that my refund was being processed and I would receive the money in 10 business days. I did not receive the refund, so I sent an email to their customer service twice without getting a response. I called on January 19th (had to google their customer service number because it is wrong on their site) and spoke to someone who told me they were having technical difficulties and the refund would be in my account by the end of the month - a full six weeks after "receiving my return." I'm not holding my breath. They are a fraudulent company that stole $871 from me. I will never shop with them again and you shouldn't either.”

Helpful Report

Posted 1 year ago

“Appalling Customer Service. I purchased 2 items online in June for £83.72. Receipt available. This has only just, (December), been deducted from my Bank account, but at a charge of £93.37. Statement avaible. All the necessary information has been passed to Customer Services who clearly do not see this as a priority even though it's fraudulent. I will be taking small claims court action in the New Year and will not be buying online again. Very disappointing and very unprofessional.”

Helpful Report

Posted 1 year ago

“The most horrible customer service experience of my life. This company is in complete disarray. The lack of customer service is phenomenal and outrageous. I am waiting a refund for the item with reference 3615871858512, part of the order 12000040336 which was returned back to Kooples on 26th October by DHL ( tracking 4583400286). More than one month has lapsed and I am still waiting on the refund. Meanwhile the phone number listed on their website does not work (it is short of one digit) and it took them 3 weeks to reply to one of my emails. The agent I managed to speak to over the phone in late October (I had googled their working phone number), re-assured me that the refund would be processed immediately. In another email dated 17th November, their customer service representative promised that a refund would be on the way in the next 3-7 working days. The Kooples.jpeg Hello Michael, Thank you for contacting us and please accept our apologies for the state of affairs. We confirm that your refund for the 3615871858512 - Sleeveless ecru T-shirt in cotton should be processed within 3 to 7 working days. You will receive an automatic email once the refund has been processed. We remain available for any further question and wish you a nice day. Jack from The Kooples Team It is December now and still no refund has been processed; I have now received an email, contrary to the above, saying that they are investigating the case?? Furthermore, when placing the initial order, they charged me for ordered items which had been sold out and had never shipped, without advising me that they were out of stock. Effectively, I had been waiting for all the ordered items to be delivered to finally discover that some had never shipped. Getting a refund for those items was another saga. I would never buy from this retailer ever again, it is shocking that they are still allowed to trade.”

Helpful Report

Posted 2 years ago

“I returned an item to them a month ago but they will not process my $657 refund. Instead they just say they a "technical glitch" that makes it "impossible" to issue a refund. Their customer service rep says to call again next week. Unreal!! I do not know what to do and am concerned I will never get my money back. Do not shop online with them if you think you may need to return anything!”

Helpful Report

Posted 2 years ago

“Terrible. 3 times I ordered from their website and 3 times it was cancelled. Apparently, Even if an item is sold out, they still keep it on the website and have different sizes available as if they still had it in stock. And they don't even notify you that it's been canceled. Never will I order ANYTHING from this company again.”

Helpful Report

Posted 2 years ago

“HORRIBLE EXPERIENCE BUYING A LUXURY BAG. I bought a $500 handbag from them and all the silver details tarnished into a bronze color after less than a month of infrequent wear. I was so upset because I really loved the bag. After calling and asking if I can receive a replacement or even just replacement metal pieces, they refused to let me and now I'm stuck with a horrible looking expensive bag. I am so disappointed!! Do not order anything that you want to have be a forever item from them - this is really not okay.”

Helpful Report

Posted 2 years ago

“This company is all smoke and mirrors don't be fooled by the name and shiny website... Ordered an item from their archival sale. Everything was quick and seamless... thats where everything went down hill... shortly after receiving the order confirmation I tracked the UPS parcel for 5+ days (Shipping promised 3-5days) seeing that there had be no progress or movement reached out online and no one got back to me (I should have known better)... Now I just spent 2hrs calling the customer service line which is a complete joke... you get an automated recording and waiting music... then someone picks up listens in on you says nothing and hangs up on you... this happened 4x... Which led me here only to see I'm not the only one... I've since filed complaints with my Credit card bureau, BBB, and Here... Avoid this place... Until you see them at you next local closeout retailer like TJ MAXX and ROSS... cause thats where they're headed... BYE Felicia!”

Helpful Report

Posted 2 years ago

“I bought something for several hundred pounds, the order never arrived and there is literally zero customer service, noone to speak to about it at all.”

Helpful Report

Posted 2 years ago

“I hope they go bust. Disgusting criminals.”

Helpful Report

Posted 2 years ago

“DO NOT ORDER FROM THIS BRAND Honestly the worst experience I’ve ever had buying anything from anyone. Not only did they advise incorrectly on sizing, I bought three items none of which fit properly, and none were good quality considering the high prices. But to top it all off, when I tried to submit the return on their website, which you have to mail back to them and be charged £19 for a “Brexit fee”, their website wouldn’t work to issue the forms and return labels. After a week of emailing them with no response, I finally called and was told to return in store and I would not be charged the Brexit fee. I returned in store and the manager there was quite nice and I thought maybe he had turned around this so far awful experience with this brand. But that was wishful thinking. I received the refund a few days later with the £19 taken out. I called their customer service again as I knew I would get no response on email only to be told that I was lying by their CS phone agent and that their system shows I was fully refunded. She asked me to not only forward the email from The Kooples that shows the refund amount but also my credit card statement that shows indeed the amount had been taken out. She repeatedly talked over me, accused me of lying and then finally said “oh it was a mistake” when she confirmed with her manager that the amount had been taken out. It’s not even the £19 that I care about, they could’ve kept it for all I care. It is the absolute disregard for their customers that has led me to writing this review. Absolutely shoddy and dreadful buying experience. There are much MUCH better brands to shop with, save yourself the trouble and do not purchase from this one.”

Helpful Report

Posted 3 years ago

“Insane bad experience from beginning to end. Terrible customer service, terrible website, now my account says I haven't bought anything (hence, can not return it) - it's like this website was built in the previous century. And we are not talking H&M prices high, this is not a high street label, this is EXPENSIVE clothing you are buying. Customer service just hangs up on you, or have their phone lines 'dead' for hours on end. I know that online is a different entity than the stores itself, so I am purely ranting on about the website (just to be clear). My advice: Do not buy anything online!”

Helpful Report

Posted 3 years ago

“The Kooples should be held accountable for the actions made pre-covid. Their owners overseas were openingly doing black face and saw no backlash. Over here, their employees got no type of apology and were expected to continue work as usual. I’m overall disgusted and you better believe they have my thoughts and prayers that they’ll NEVER be big in North America.”

Helpful Report

Posted 3 years ago

“TERRIBLE BRAND I will never shop here again. I bought a pair of shoes for a work event. They sent me the wrong shoes. I didn't have anything else to wear since I bought the shoes specifically for that reason. I wore the shoes I received. I don't really like them but I had to wear them so whatever. I called customer service for them to adjust the price so I only pay for the shoes I recievd since they were much less expensive than the ones I paid for. They wouldn't do it! In addition to that they were giving me attitude on the phone. So they sent me the wrong shoes and I have to pay for it? What kind of customer service is that? I will never shop here again and I will tell all my freinds not to either.”

Helpful Report

Posted 3 years ago

“Don’t buy anything from them..... I brought a pair of joggers and paid half price as in the sale. They were still expensive to me but thought I would treat myself. The material was really cheap and would go saggy after a short while of wearing. Decided to return them but customer service will not send me a returns label. I would never buy another item from them again. I have the joggers which I do not want and am out of pocket. Poor quality for money and awful customer service.”

Helpful Report

Posted 3 years ago

“Product sent to late and discounted before even sent - still they do nothing to sent it express and discount it since it had not even left when they actually shipped”

Helpful Report

Posted 3 years ago

“Awful, awful refund experience! Sent back my items to them more than a month ago, still haven't received my money back. It is a waste of time to call their customer service as they just keep on promising that they will refund you soon. Liers! The worst shopping experience ever! Never buy from them!!!”

Helpful Report

Posted 4 years ago

“I will never again shop with Kooples and I highly advice others not to shop with them ever. reason 1. you have to be approved by them to return defective merchandise reason 2. it takes them approximately 1 week to receive the merchandise back reason 3. it is only after the receipt of the merchandise that they will start to count the additional 2 weeks for them to issue the refund I think if approved reason 4. add then 10 more day supposedly because of bank policies. (seems like an excuse) is summery the design is nice but the quality of material I found to be terrible and overpriced considering the troubles on top of witch it takes approximately 30 days for you to get your refund this after we know that they receive payment with in hours from us the clients.”

Helpful Report

Posted 4 years ago

“Was heavily pressured into making a purchase in store by their staff, tried to return it later and but they "don't issue refunds". Really upset. Never shopping there again.”

Helpful Report

Posted 4 years ago

The Kooples is rated 1.4 based on 33 reviews