Keus Reviews 232

Terrific selection of products. Order was processed and shipped very quickly and arrived in the U.S. in a few days. Very good experience.

I've ordered a backpack over the weekend and, unfortunately, had to cancel the order due to necessity.

Now, I didn't receive any tracking and the bag supposedly was yet to be shipped.

I first contacted the customer service, which kindly said that it was too late to cancel as it had left the warehouse (weird, but ok), so then I asked for the tracking number in follow up emails and that's when they went silent.

I also called but was asked to send an email because they don't speak English. But then again, they don't reply to emails.

I would kindly ask for the tracking number to be sent to me and, if the backpack has not been shipped it would make sense to cancel and refund the offer now before wasting on shipping fees. Not sure why make this so hard on people.

UPDATE 19/10/2023:

So after a while I received the bag. The product is fine and everything, and I decided to not return it as I found a friend who would be interested in it, and returning it would take more time, as well as shipping fees.

I bumped up the stars because I thought it to be fair for the store--as they followed through with the order--but I still think there needs to be improvements on the communication side.

Please consider being more active in this regard, because for these niche products, not hearing back from support or the store is a huge red flag. A late response is still better than none.

The package has not arrived yet and I am waiting for a change on my invoice like 7 days now. Worst customer service ever.

I ordered a Backpack for 340€. I‘m from Germany so there is sales tax.
Their general terms and conditions say that sales tax is included in the displayed prices.

After ordering i checked the invoice and saw that it lists the price without sales tax (Sales tax excluded) I have to pay that later to the parcel service.

Thats the reason their prices are so cheap, they say sales tax is included but its not. When the package guy rings at your door and requests money is when you realize that.

Edit after response from Keus here on Trustpilot:

I tried to contact you multiple times via Instagram, mail and phone for days. Got no response. 30 minutes after writing this review you replied here. If you wanted to sort this out you could have already answered my mails, but even after replying on my review here and requesting additional information over trustpilot nothing happend. Gave you the data, why didnt you provide a solution?

You reply to the reviews and try to indicate the customer did something wrong that you look better.

There is no excuse for that, while ordering it says „Sales tax included“ with the amount. On the invoice its says „Price without Sales tax“ and „Sales tax not included“

Just a first class Service and they have amazing bags! Thanks and see you soon!

I ordered backpack on friday and they sent me faulty tracking link. I tried to contact them thru email and didn't got any respond for 3 days now. On Monday i received message from DHL that i need to provide the bill for the customs, and would need to pay at least 150+ more eur for the bag because they put the wrong label on the package. They put the international label instead EU label and now my bag is stuck at customs and i need to pay more because of their fault. I tried to contact them tru email, website messaging and also tried to call the phone but the phone no is out off service, which is uneceptable. I want to return the bag and get my money back but i didn't get any respond from them. Avoid at all cost!!

Edit: to respond to their comment, which is ridiculous that we are communicating this way since they are providing "quick response" from their contact page. You got back to me in one hour after i wrote this review, via email. My shipment was returned to you from customs and you promised me that i will get my money back in 5-7 days, that was on last Thursday . Today is the fifth buissnes day and i still didn't got my money back. I noticed that you pay a lot more attention on this review site than on your emails or contacts from your customers. Several people wrote that you contacted them after they left the review here, which is telling me what you are trying to do. You are a scam company. You should be way more serious and professional since you are not selling bubblegums but luxury backpacks which are 300+ eur. I don't think they are sorry at all, since i see that people had same problems way before me and they are not trying to fix it. I just want my money back and to never have to deal with Keus. I hope they will contact me soon and will get my 300+ euros back

New edit (1.9.2023)
Left in the dark for 3 weeks. Still didn't recive my refund money back (325 euros) and no response from them in 3 weeks. They promised the refund in 5-7 days. And they also removed my order from my profile on their page so it says that i didn't order anything. I don't expect to get my money back because i see where this is going. They robed me for 325 euros

Ordered a bag but received a faulty tracking link - it's okay because these things can happen. Tried to contact support through 3 different channels to request a new tracking link, including their own e-mail and on-site message system, no reaction.

Been waiting for three and a half weeks and counting, been left in the dark ever since. I still have hopes of receiving the bag, but their delivery estimate of 3 to 7 days outside France is not accurate for me.

Made an order a month ago and it still hasn't shipped. They keep postponing it.
In the meantime i contacted them to buy a few more items and add them to the order so they could all be shipped together and after more than 5 times still haven't got any reply!!! So it seems the customer service is somewhat non-existent.
Beware... it's unreliable this company!
If you order, i hope you have better luck than me.

After 3 orders from Keus, I can say that I am very satisfied! Everything was delivered on time without any issues. Highly recommended!

Ordered a expensive item and had an issue with the payment provider. Support never answer my messages. Stay away from this store, I got the product but if had an any issue I would be hanged dry. (paypal support can't help either)

edit: 2023-11-21
Just to clarify their answer, after this they still didn't reply or helped me in anyway. Do not trust them with returns. They just reply here so it doesn't look so bad but it is terrible. To give you an idea, the value of the item I bought was higher than 500 euros.

I accused them of information sharing as I received a bunch of French spam immediately after contacting them. I have never received French spam before and it was too much of a coincidence, so I left a bad review here. They objected and so I opened a fake account to test if I would get spam and I didn't. I guess it really was a freak coincidence. This review is to make up for it.

Excellent customer support when searching for a bag, provided quick replies to my emails. Fast delivery to the UK, everything as expected and would gladly use again.