The Kooples Reviews 1,616

- returned a purchase on the 15th August using their approved logistics company.
- parcel re-delivered to me on the 1st September.
- the Kooples will not issue another return stamp for 7-10 days which could be longer as the person dealing with the issue is on holiday.
- I buy lots of Kooples items indirect and occasionally direct on the site, I’ll never purchase anything made by the Kooples again given the poor customer service and lack of ownership & responsibility.

Worst customer experience I have had. Products are badly made, impossible to return and there is no consistency in the sizing. Most of the staff are rude and unhelpful.

I have bought numerous shirts and other items from Kooples over the past few years. I handle my shirts with care and hand them over to the dry cleaner when necessary. Recently I bought a new shirt from Kooples and after wearing it a few times brought it to tre dry cleaner. Washing instructions says it can be hand-washed and dry-cleaned. When I pick up the shirt there are some small holes in it. Dry cleaner claims they've followed the instructions. Kooples customer service claims they've never seen anything like it and therefore can't do anything about it. 200 euro out the window. The Kooples belongs to the fast-growing segment of premium luxury brands I read somewhere online. Goodbye.

I checked the review on the website after ordering and was worried about my order for a time. But the fact is that my order was completed without any troubles. I placed the order on 7/30 and received the item on 8/5. During this time I emailed them for tracking information and got a reply the next day. DHL’s express service is always excellent.

I bought two shirts in December 2020 as a Christmas gift, and attempted to return one as it didn't fit.
I attempted to return it on 3rd January.
Ever since then I have been emailing and have had absolutely appalling customer service from the Kooples, promising to send return labels, but never doing so, promising to refund me but never doing so.
It is now JULY.

It's not like it's a small amount of money either.
I'm extremely disappointed as you'd think a high end brand would have high quality customer service, but the customer service at the Kooples is non-existent.

I will never buy from them again.

To be honest, giving one star to The Kooples is being generous. I made two on-line purchases and returned both orders on 5/25/21. UPS tracking confirmed that my returns were received at The Kooples warehouse on 5/26/21. Over the past 5 weeks I have made several calls to The Kooples customer service and each time I have been given an apology and told that my credit will be issued within 24-48 hours. The problem has been blamed on 1. The warehouse staff 2. The financial team 3. The I.T. people. I guess The Kooples has some serious problems ~ my advice is to not order from their website.

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.

Do not order if you're from the UK.

Quality of a dress I ordered was awful so I wanted to return but realised they now charge £19 for returns. This is due to Brexit yet many other brands based across Europe are not doing this because they already have large margins (as I expect The Kooples does).

Only order from here if you're prepared to take a risk, wait a long time for delivery and pay the £19 for a slow and expensive return, per item.

I tried to return an item four days after buying it. It was an 18th birthday present and my daughter decided it was not right for her. They will only offer an exchange or credit note. If you buy online you can get a refund but not in-store. We were not told at the time of purchase that there was a no refund policy. Apparently it's on the the receipt but that's after buying it. A small sign on the desk - which would have been covered by the item when it was handed over! - says gift vouchers or credit available. It doesn't make it clear that it's a credit note, it's not visible and it wasn't brought to our attention. We were told to take the credit note and contact customer service but when I contacted customer services I was told that the department only deals with online sales! I now am out of funds for my daughter's 18th birthday with a credit note that I won't be able to use. This company does not deserve to survive.

Terrible customer service. I ordered a top 2 weeks ago with promise that I will receive it within 3 working days. The customer service still does not know where the top is. I was always an excellent client - don’t ever buy online from them.

These are the coolest shirts around great fit to !!

I am a first time costumer at The Kooples and I made a return of a blouse from my first ordre and this is my experience.

First of all, I don't understand all the complaints and difficulties associated with returning of items to The Kooples.

Log in to your account.
Make a return.
Download your return label.
Drop of your parcel in an UPS store.
In my case the nearest UPS store i unfortunately approximate 10 km away.
My dear husband promissied to drop the parcel.

Unfortunately the parcel never arrived at The Kooples.
I contacted customer service and within a few workindays we got in touch. Customer service asked for a deposit receipt for my returned parcel.

I looked into the returnment of the parcel.
Believe it or not!
It turned out, that the parcel never reached the UPS store but was thrown at the dump, by my husband.

This is my first time to write a review here but I am writing it because of the worst shopping experience I ever had . I made 2 orders first one was 3 jackets and I was not aware of new return policy. They delivered 2 and the third jackets they apologised that it’s not in stock anymore. The 2nd order was 2 jeans and I ordered 2 sizes as I was not sure of my size . Both sizes were too small . I decided to return 1 jacket from the first order and the 2 jeans in one package. 19£ was deducted from every item despite being all returned in one package . Which means I lost almost 60£ to make a return. Even they subtracted 19£ from every jeans I returned within 1 order . That literally was a SCAM

Ordered a jacket online, the size was supposed to be a 32 but it was more like a 38 and I get that some models are a loose fit but the model on the photos do not shown this. I then tried to return the item but Kooples have made it impossible to access the customs return forms and return label on their website. They also don't respond to emails.
I used to buy in your shop before covid. This was my first online purchase and it will be the last kooples purchase ever.

Beautiful products. There was a bit of a struggle when I had to return something around brexit and they had to issue a new return label, I had to follow up a few times but ended up getting it resolved a lot quicker by phoning them. Customer service was really helpful and it sounded like the delays in reply over email were due to a massive backlog. They had also extended the return period to account for the delay. Overall, I would definitely shop with them again. I am surprised to see some of the reviews but can understand it could be caused by lack of response online, I'd recommend calling them for sure!

I have been a loyal customer for 2 years now but have never seen a designer company with such bad customer service. Firstly the website has so many glitches. It can't generate a returns label so I contacted customer service for a problem they have had for the past 6 months which is you can't generate a returns label. I get told they will email it me. 4 days later nothing. I also mentioned how it was unfair that without any notice a brexit fee was put and if they could change the date as It was not made clear. The response I get is, it is what it is. Profits over customers. Amazing products shame for the awful customer service.

You all made me freak out about shopping here and it wasn’t worth the worry. I even had some item cancelled, money back immediately, put some requests to costumer service to which they responded in no time; everything arrived home nicely packed and fast, in perfect condition and amazing quality. I will definitely shop here again and would defo recommend it.

I have been trying to return an item (ankle boots) on my order number 4000158238 for several days. I spoke to customer services on Wednesday 10/3 and was advised a return label would be sent to me in 2 days .... nothing. (There’s in IT issue with automated returns labels apparently) Also, despite ordering on 2 March before the £19 Returns fee came in, I am worried this will be deducted from my refund. Additionally, it seems during Outlet sales, the return deadline is 15 days ... time is ticking. I used to love buying from The Kooples, but the combination of the sizing issues and Brexit, has made this a nightmare experience.

Very poor purchasing experience with The Kooples. When ordering an item 3 units were displayed in stock,the order was accepted and payment was taken. Today I received an email stating no availability, order cancelled. How can this be? Is it just poor stock control or prioritising non-UK orders due to Brexit issues? Is this a lottery? Order was made and payment taken 5 days ago, no refund received as yet. Chat function is not working on their website and no response as yet to my email. I consulted Trust Pilot to see other customers’ experiences.. they don’t look so good..

The company changed its return policy on the 3rd March 2021, oneline on their website - so anyone using their phone to place an order will miss this, no notification to regular online customers via email or text - yet they can promote sales that way! Sent promotion emails and texts though! All returns have £19 admin fee - deducted from refund and every order has to be returned separately so if your item is not expensive - it’s not worth returning! Shockingly underhand method of making such a huge change to their terms and conditions - and in a time when it’s lockdown so not possible to visit a store to either try items on for fit, purchase them OR return. The fit of each style varies so much one item can be XS and fit, yet another needs to be size 3! Very unprofessional, I have ben a loyal customer for many years, but now will close my account and from a comment made when I complained, so will many other customers. Disappointed, a long history of being a loyal customer has now finished due to someone making a poor business decision. Loyal customers deserve to be treated with respect in these challenging times, other companies are making effort to keep their customers, The Kooples obviously thinks their brand will keep them, sadly they are mistaken.