The Kooples Reviews 1,616

I will give credit where it’s due I purchased a pair of boots that basically failed after a few months and I have to say the customer service was 10/10 though slightly slow to come to a decision, their customer service team offered a full refund and included return postage, and a refund was returned to me very quickly.would I purchase their products again…. I am dubious of the quality of the kooples products sadly as I had a long sleeved top that had a hole in it very quickly, but, as I say on this occasion their customer service was very good.

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.

Worst Company to deal with, dont buy from them. They dont answer my mails, which i send like a week ago. Worst customer service.

Twice I have lost a package with clothes that I returned to The Kooples. I get no reply from their customer service. I am just being ignored, this has costed me a lot of money. I will never buy anything from this store again, and I will not recommend the store to anyone

Really, really, really poor customer service. I ordered a belt from these guys which turned out to be faulty. So they gave me a refund in voucher format whereby it was outlined I had six months to spend. I used some of that voucher towards repurchasing another item however still had a fair amount of money left to spend. When trying to use the remaining balance on the voucher on another purchase is said code not valid so I got in touch to eventually be told I couldn’t use again as I already used (I am still within the six months period too). Yes I had used, but not the full amount on the voucher?!? Essentially I’m pretty sure they’re breaching Trading Standards here as they can’t just withhold money. They’re now proceeding to just ignore emails. Super unprofessional, crappy customer service. I always liked The Kooples, but on principle they’ve lost a previously loyal customer and I would advise others to avoid like the plague if that’s how they treat people!

I’m genuinely disappointed in my recent experience with Kooples. In an industry with so much competition, a brand stands out and keeps their clientele by hearing the customer.
I recently fell for a flash sale scrolling through instagram. I purchased two pairs of shoes (almost 3 thank goodness I didn’t!) and one of them came and was completely unwearable. It’s a tie up chunky sandal that looked great in the pic but when it arrived was so heavy that no matter how I tied it, put so much weight on the strings it was cutting off my circulation, not to mention cutting up my heel due to the hard leather.
I emailed customer service twice to no avail-finally they wrote back twice with a generic email denying my request for an exchange. I wasn’t even trying to get my money back. In fact I was so desperate to get rid of these I even asked if I could buy something else and spend MORE money just to not have wasted the money spent on these sandals.
When I finally found a human rep to speak to she empathized with me and said she would speak to a supervisor and call me back.
That was two weeks ago-no call. So I called again today and the woman I spoke to was adamant about the final sale policy and went so far as to say I should have read the policy online first.
Let’s put this into perspective: you target us with instagram pop ups while we surf stories. Do you think the majority of the customers who fall for the flash sales are going to the website to read refund policies? If it was clearly indicated that it was final sale I would have NEVER impulsively purchased these two shoes. The other pair were also too small but because I had been waiting for customer service to get back to me I can no longer return the other pair bc it’s now outside the policy dates. Now I’m stuck with two shoes I’ll never wear-nor would I sell bc I wouldn’t lie to someone and say these sandals are even wearable.
Needless to say I will never shop Kooples again. Client experience, company ethos, emotional connections are what sets brands apart and keeps customers coming back.
It’s not just about design.
Do better.

I have been a very loyal customer with the kooples for so many years，but the recent experience is so disappointing.
I bought a full price item in store (JUPE LONGUE FLEURIE BEIGE skirt), the price in store is £255 while online price is £225.
The price should be consistent. The brand has made a mistake with the price label.
Then I realise the store now only offer exchange or credit note and credit note only lasts for 6 months, no refund can be issued. This was not informed earlier.
Other brands in the UK offer credit notes that last for 2 years and refund could be done within 14-30 days of purchase date.
The kooples has made shopping experience very harsh and disappointing and they made mistakes with price tags - paid £30 more in store.
I will never buy anything from the Kooples in the future, this is the last time. This company does not deserve to respect.

In Nov 2021 I purchased a navy blue wool overcoat that was final sale with no returns. The coat arrived but the belt was missing. I have contacted The Kooples 4 times about this. The first couple of times they told me to wait to hear back as their Quality Dept were going to find a belt and follow up with me. This never happened. Then The Kooples simply stopped responding. It is a shame as their clothes are beautiful and the ordering and returns process is fine - unless something goes wrong. I understand why "final sale" is sometimes fair and appropriate for retailers. However, it is wrong when a product is faulty or incomplete. The coat cost me $243.43 and just does not work without the belt. It has never been worn and I cannot even sell it on the resale sites as the belt is missing.

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 to trustpilot 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!

I ordered 15th of May a jupe. And it's been almost 2 weeks still I didn't receive my order. My order is 2000084087. In website it says that it takes 3-5 work days. Why I still didn't take my order?

I placed an order on May 12th, was charged on my credit card and never received a confirmation email. It's May 20th and my pending charge disappeared and the item I ordered is out of stock... I'm not sure if my order went through as my card wasn't charged in the end and I never got a confirmation email.
Horrible service, I like the clothes but you're better off just buying it in person. KooplesUS has the worst web team, sort of pathetic for a company as big as Kooples.

The worst of the worst. Will never buy from Kooples again. Goodbye 👋🏼

I ordered a white leather belt, identical to a black one I had previously ordered. Delivery took 3 weeks, with customer service offering vague excuses as to why. When it finally arrived, it was damaged - the white leather covered in black marks that couldn’t be cleaned. Customer service advised I couldn’t get a replacement as they had sold out (had the belt not taken 3 weeks to arrive, this might not have been the case). I complained and was offered 10% off my next purchase! I love the belt so much that I kept it but I will definitely NEVER buy anything else from them.

I rarely write reviews. If I have a one-off bad experience with a company I tend to shrug it off and give said company the benefit of the doubt. However, with The Kooples, I feel like I have to break my long silence.

My first experience dealing with their customer service was a few months back. A jacket I had purchased had some buttons which had come loose and consequently fallen off shortly after I purchased it. I contacted customer service through the website and asked for some replacement buttons. Complete silence. However, I shrugged it off and took care of it myself.

The second time was no better. I made an order for some shoes through the website. After a few days I received an email telling me that the order was "shipped", but no tracking number was provided. 1,5 weeks passed before I reached out to customer service who - plainly - did not acknowledge my message at all. I've since sent 4 emails but still complete silence on their part.

The chat on the website is also dubious at best. Manned by "members of The Kooples community who assist you as a volunteers because of their love for the brand and its products". They have no access to orders or customer info.

Phone calls also lead nowhere - the offices are always "temporarily closed".

It has now been closer to a month since I placed my order and I'm completely at a loss of words as to how appallingly this company handles its customers. I like their products, but despite this my recent experience has deterred me from ever buying anything from The Kooples again.

I ordered 600€ of items and after confirmation they dispatched and several delays, they claimed that I wrote the wrong address, just to find out that they use a courier that sends to Spain only.
I tried to contact them in any way, just to be told via chat (countless emails and no reply, the phone line they write on the website does not work) that they were sorry and that they understand my frustration.
After probably repeating my issue via chat 40 times, they said they issued a refund as it is not possible to ship the items (while before they said they would
Have reshipped) - still waiting for my money

I ordered 2 belts from their website. It's been 2 weeks. They are still processing my order. One day, Customer service team picked up my call. And, I told her it is taking too long. So, I want to cancel my order. She said I can't cancel but i can return. And I was told that it will ship out of warehouse on 03/15. But it still hasn't. So I am trying to figure out what is going on with my order. Now the customer service phone number is not working at all. Is this some kind of a ghost company?

Order has been missing for three weeks, the kooples says the order has been despatched and is complete. The courier has confirmed they never received it, they only got the dispatch label for it. There is zero customer service, no way to talk to someone about it so I can't get a refund. This is simply theft. Do not shop with them under any circumstances.

Couldn't imagine this brand sells a dress of 300+pounds and have decent boutique in London! I bought 3 dresses online on 1 March and after 15 days, I haven't received any messages and emails about my packages update...do they get lost? I emailed the customers service and every time their response is "be patient" or "we assured to get back to you", then I called them three times, it turned out to be "it was sent back to the warehouse in Spain and it is going to be re-shipped", now I stared worried return and refund.

I received a package via DHL that had been damaged and taped back up. One of my items ordered within the parcel was missing (presumably fell out when parcel was ripped open or was stolen). It has been a month since I reported this to Kooples customer service and I have yet to receive a refund for the missing item and they refuse to give a timeline for the ‘investigation’ with the carrier. At this point, it’s essentially theft as they have refused to issue a refund for good never received.

Horrible terrible company!! Never buy anything from them online. Be careful! They Sell sales items as a final sale without a final sale notice when you shop their website. They say “Once you receive it, no way to return because it’s a final sale.” It’s a fraud by deceiving their online shoppers. Key management of the Kooples should be shamed on how they run the business. I will never buy the Koople again!