Jenni Kayne Reviews 41

I bought a $100 skincare product and had concerns about the product since it smelled off, was in packaging that was 3 years old, had to no protective cap to stop the active ingredients from oxygenating, and when applied the product feels like a chemical burn. I reached out multiple times and they would not tell me if the product was expired or if it was stored properly.

I, too, am beyond disappointed with the quality of the cropped cashmere sweater I purchased from Jenni Kanne. Moreover, customer service was far from accommodating. For the price point of $400, I did not expect the cashmere sweater to significantly pill as it did after wearing it fewer than five times. I have several cashmere items in my closet and none have pilled. I attribute this, then, to the quality of the wool Jenni Kanne uses and note, belatedly, that although the garment is advertised as pure cashmere, the label reveals more than a third percentage is recycled cashmere. While I do not know if this is the culprit causing the sweater to pill as it does, it is simply not a quality piece. As for customer service, the salesperson was quick to say that their cashmere sweaters do pill and had at the ready a shaver that would remove the existing clusters, but that she could not offer any exchange or credit. The store obviously had others with similar experiences, given the fabric shaver the store had, and the manager’s unfriendly and unsympathetic response to any suggestion that I return the item for a credit or exchange left me feeling dissatisfied. My one star rating is generous. Caveat emptor.

I am beyond disappointed with both the quality of Jenni Kayne’s "Cotton Fisherman Sweater" and their customer service. My girlfriend purchased this for me as a Black Friday gift, and after being worn exactly twice, the sweater has completely lost its structural integrity. It has stretched out so drastically that it is now unwearable.
Despite following all care instructions—keeping it carefully folded in a drawer and never hanging it—the garment has failed. When we reached out to customer service, we were told by a Senior Manager that this extreme stretching is simply "natural relaxation" and not a defect. Their suggested solution? That I should pay for professional dry cleaning to try and "shrink" a brand-new, $400 sweater back into its original shape.
Jenni Kayne hides behind a rigid 30-day return policy to avoid taking responsibility for poor craftsmanship. Because this was a holiday gift, they claim it’s "too late" to help, even though the product failure only became apparent after the first few wears.
If you are looking for an investment piece that lasts, look elsewhere. For this price point, you expect luxury quality and a brand that stands behind its products. Instead, I have a $400 sack of cotton that the company refuses to fix or replace. They have lost two loyal customers for life.

The fact that 87% of these reviews are 1-star tells you something.

Jenni Kayne products are reputedly good quality. So you would expect that quality to run throughout the company which it does not. When you buy something internationally and it doesn't fit, they refuse to take returns and exchanges on International Orders. No reason given - just "we don't do that". Why would you ship Internationally if you can't offer customer service? The first rule of online shopping is the option toretuen and/or exchange. All very amateur in my opinion and we will buy from more reliable sellers in the future.

I’ve been a loyal customer for years, and while the products remain excellent, the customer service has become unbelievably bad. When I reached out with a reasonable issue, their passive, unhelpful response made it clear they had no interest in fixing anything. A company that treats longtime customers this poorly doesn’t deserve the loyalty it expects.

Bought the cashmere fisherman‘s hoodie, third one in the family. Didn’t look or feel like cashmere. The sweater was knit so that it hung like a wet blanket. Sleeves (size large), which fit in my previous sweaters, were at least 6 inches too long. Price, $483. Cost to return faux quality product, $12. Replaced with Quince cashmere fisherman hoodie, $119. Jenni Kayne is no longer “Jenni Kayne” but simply a cheap knock off.

I don’t really want to give them any stars. My wife should have searched reviews before purchasing. The dress she bought looked great, but was incredibly fragile and tore the first time she wore it. She had purchased the long dress during the summer, but didn’t wear it til October. When she did, two buttons tore loose just from picking up our 18 month old granddaughter while she was sitting. We took pictures that clearly showed that the buttons were incorrectly attached such that the thread didn’t go through the strip of reinforcing material. However, customer service basically said .. too bad, so sad.. for you. Don’t buy. If you do.. inspect the workmanship and materials carefully. Return it immediately if you have doubts.

I have been shopping here for years, but the quality of the products has deteriorated. I will have to find another place to buy sweaters.

Extremely Disappointed – Poor Quality & Absurd Customer Service Policy

As a longtime Jenni Kayne customer who owns multiple sweaters and home items, I was shocked by the appallingly low quality of the Woven Raffia Tote - especially given its steep price point. Within minutes of using it, the bag began to fall apart. This wasn't a matter of long-term wear or misuse; it was immediate, obvious deterioration that no high-end brand should find acceptable.

When I reached out to customer service, I was offered an extremely limited "courtesy" solution - either a replacement or store credit - because, according to Jenni Kayne, they do not accept returns for items that have been "used." In other words, once you've dared to touch the item and discover it's defective, you're out of luck.

Even more baffling was the follow-up message from a manager who essentially blamed me for the damage and advised that, to preserve the bag, I should keep it out of direct sunlight, and protected from being touched. Unless you live in the Biosphere this bag is not for you. A fashion item that can’t withstand sunlight or air? That’s a product flaw, not user error.

I’ve been a loyal customer for years, but this experience was the final straw. Jenni Kayne’s customer service policies are clearly designed to protect the brand, not the buyer. I’ll never shop here again. I’d advise others to think twice before investing in the brand - beautiful aesthetics mean nothing when quality and integrity are this compromised.

In early February 2025 I received notification that my order of a dress and shoes totaling $800 had been delivered but when I went out to my porch it wasn’t there. It was delivered by FedEx and a proof of delivery picture was taken. I immediately reached out to Jenni Kayne. The told me I would need to wait 4 weeks for them to investigate. I received an email stating that they are not responsible for lost or stolen items. I had ordered Jenni Kayne several times before and always received my delivery. I could understand if this wasn’t a first time issue, but I would like them to ask themselves how they would feel flushing close to $800 of their hard earned money down the toilet! We all know there is a huge markup on clothing and cosmetics, so their loss would be minimal and most likely a tax write off. Furthermore I told them they may want to send their items with a signature release so they can be sure things like this don’t happen to unsuspecting customers in the future. Just an overall garbage experience for such a high end brand.

On December 6 2024 I received notification that my order of a sweater and body lotion totaling just under $500 had been delivered but when I went out to my porch it wasn’t there. It was delivered by FedEx and a proof of delivery picture was taken. I immediately reached out to Jenni Kayne. The told me I would need to wait 6-8 weeks for them to investigate. Considering these were Christmas presents, that was disappointing, but I understood. Fast forward to today February 10, 2025. I received an email stating that they are not responsible for lost or stolen items. Well this was my first experience with Jenni Kayne and will absolutely be my last. This has only happened 2 other times in my life. In both cases I received the exact replacements I paid for. One was from Nordstrom and one was from Revitalash Cosmetics. The cost of the items replaced were similar to the amount I paid for the sweater and lotion. I could understand if this wasn’t a first time issue, but I would like them to ask themselves how they would feel flushing close to $500 of their hard earned money down the toilet! We all know there is a huge markup on clothing and cosmetics, so their loss would be minimal and most likely a tax write off. Furthermore I told them they may want to send their items with a signature release so they can be sure things like this don’t happen to unsuspecting customers in the future. Just an overall garbage experience for such a high end brand.

Extremely poor customer service, and quality of product is subpar.

No returns allowed from Canada but they can sell to us. The mule shoes are not as representated on the site, really bad quality, horribly overpriced and quite ugly too…but I have zero recourse because I live in Canada.
I DO NOT RECOMMEND!!

Purchased the Harbor sofa from Jenni Kayne. It arrived hanging off the back of a pick up truck. The slip cover was uneven and a tear in the back at the seam.
Arms were smashed in. The cushions were completely a mess! Smashed and wrinkled. The seat is a bench seat and very firm.
I love the look of Jenni Kayne. Was sold by the advertising and beautiful store. I do not think the Harbor sofa is a quality sofa.
After purchasing I was told it was coming to my home in North Carolina from a North Carolina warehouse. Then I was told it was coming from California. Then at last a warehouse in New York. It was packed in a cardboard damaged box. White glove delivery promised. Inspected before shipping and at arrival. This did not happen.
I would like to know where this sofa is made. How is it made? How are the springs? What about the wood? On every sofa retailer this information is easy to find.
The person in delivery for Jenni Kayne was very helpful and I am returning the sofa. I would have had it replaced if I could have trusted a better outcome.
Hopefully they will do a better job with furniture in the future. Just feel the company may have grown too fast.

First time customer. I wasn't sure of my size in this brand, so ordered a Medium. Jacket I ordered is beyond oversized. But, I failed to see the fine print that says Final Sale; no exchanges. I'm willing to exchange for a smaller size, but they won't even do that. I spent over $450 for a jacket I can't wear. They can keep my money; I just want a jacket that fits. Don't shop here!

Ordered the oversize cotton fisherman sweater. Within one wear it was pilling terribly all over. It was clearly poor quality/defective. Customer service was not willing to allow a return for store credit. I will spend my money with retailers who sell high quality products and stand behind them. Also, when I submitted a product review, they did not post it.

I ordered the hooded fisherman sweater and after only about three wears, the sweater got a hole in the armpit area. For being almost $500, the quality of the sweater does not match the price at all. I reached out and customer service could do nothing to help. Although, the sweater is soft and cute, the quality is not what it should be. I do not recommend.

Ordered many times and have returned a bunch of things. Never had any issues whatsoever. Prompt shipping, reasonable speed on return processing. I do think the prices are high but I always wait for a sale. I’ve also contacted one of their stores directly when something sold out online and found them to be helpful too.

Really Terrible customer service. Once they receive your order and your money they check out. I have had an item lost since June 2024 and the only follow up I have gotten on tracking is when I continue to reach out to Monique with customer service. I have not heard from them since August. They say to allow 4 to 6 weeks which it is now almost Thanksgiving and I’m still waiting for their replacement or refund or even a simple response.

TERRIBLE CUSTOMER SERVICE AND RETURN POLICY… Just don’t even bother! Sweater arrived and appeared to be good quality but it was too large. Attempted to return it and they have no exchange process and won’t honor the original sale price. Customer Service just reiterated their policies, oh and they have a restocking fee. DONT WASTE YOUR TIME so many other high end fashion options.