The Kooples Reviews 1,616

One of the worst customer services I have ever experienced. Manager at store informing me differently to the online team. Delay in responding, rude, unhelpful and cruel. My item was faulty and not only did nobody help but was told “not possible for leather to become like that out of itself spontaneously” I previously informed the team about the leather specialist that inspected the faulty product and the manager at the store also inspecting the product PLUS telling me a replacement would be made. Please DO NOT BUY FROM KOOPLES!

The website mentioned a discount ‘until tommorow evening’ but didn’t apply it at the checkout. When I contacted customer service, they told me that the discount was no longer valid and that it was my fault because I should’ve used a private browser.

Absolutely disgusting customer service !!! We purchased three items in store in Paris and I paid in advance as I wanted them to know we were coming back the next day … so I did them a favour. We went back the next day to try the items on as we had asked for a change of size of one of the items as we hadn’t tried that one on. We said it didn’t fit and we wouldnt be taking that particular item and they refused us a refund even though we hadn’t even taken the items out of the store !!!! They said they would have to get in contact with their headquarters in the Netherlands to sort it and would let us know !! So far nothing and emails have been ignored !! In all honesty it’s stealing and this shop/brand should be avoided at all costs !!!!!!! They are not a luxury brand at all !!!!

One of the staff is so rude and arrogant. She took away clothes that I was about to look at, and not even look at me. I have never seen anyone as rude as her who works in the fashion industry. Completely ruin the shopping experience. If there is no good shopping experience to buy in store, why would anyone choose to buy in store at all. Unprofessional staff like her are causing retail store harder to survive. Shame.

Absolutely shocking customer service. I purchased a top in December 2021. The item was faulty so I sent in images and they agreed with this. Apparently it takes 10 working days to send a returns slip through email. Here I am 3 months later with no response and every email ignored. Still no returns slip. AVOID THIS COMPANY!!!!

WOW, i did not expect such a bad service from a good brand of clothing! I followed the returns process as my products where the wrong size. I was told the goods weren't received and that they would be returned back to me, only for me to return them again to receive my refund. It has been over a month now since my original order and i still haven't received my refund! DO NOT order anything from "THE KOOPLES" online!!!!

Purchased form their website and wanted to change the size. The process was seamless & easy

the worst experience I've ever had - I bought something instore, went back to return it and was told they don't do returns instore (which is illegal) and I have to go online. The customer service team told me I can't return it because I bought it in store and need to return it in store (again, illegal). I apparently have two options to return it, London or Bath - I live nowhere near either. This is a company violating consumer rights on a colossal degree. Charlatans.

Wish I read the reviews before ordering. I entered my correct shipping address in, then for some reason by paying with paypal, the address changed to my billing address. Nevermind, this has happened before so I emailed The Kooples immediately and asked them to change the shipping address. I received some halfassed answer that I can only change it after the order has shipped (????). When I checked the FAQ linked by the Kooples, it states: If your order has not yet shipped, then we should be able to update your address, so long as the delivery country remains the same.

I sent a few followup emails to clarify the meaning and to ask them why the FAQ states otherwise, and they straight up ignored me. Still no response on their side and now my package is sitting at the wrong address and I have to go out of my way to pick it up.

Super disappointed that they were too lazy to do something as simple as update the shipping address, especially when you're paying extra for what is perceived as a quality shopping experience.

The worst customer service I have ever recieved, I ordered a top on black friday (November 2021), when the parcel arrived there was nothing inside I contacted DHL who told me the responsibility was on The Kooples so I contacted them, sent over photos. It is now 20th January 2022 and I'm still chasing them for a refund, I've sent over statements of what has happened, passport copies (god knows why) and they just ignore you. I will NEVER shop here again

It’s been over 5 weeks since I returned my item to the Carnaby Street store and I still have not received a refund. Initially the return was not logged online, so I waited on hold for an hour and this was eventually resolved. On Dec 28th I received an email saying the return had been processed and I would have the money back in my account within 3days, but this has not happened. Where is my money? I have sent multiple messages to customer support and have only received a stock reply that was not relevant to my situation. Would not recommend buying from this company unless you are certain you want to keep the item. I have never had such terrible customer service before

I ordered an item from The Kooples and wanted to return it. I went spent an entire day going into London to return my item, I visited three stores; all of which were closed despite being during opening times. My only alternative was to return via post, however I will be charged £19 to return despite attempting to return in store. The customer service I received was extremely unhelpful, I received no reply to my first message and when I contacted them again I was told that they would be unable to waive the £19 charge. I will not shop here again, customer service were slow to reply and completely unsympathetic. I received a further reply 11 days later stating that I could return the item to the Canary Wharf or Bath branch, neither of which are near me.

I’m not usually one to complain, especially to a brand I have bought from for years, however I’ve recently received such a poor shopping experience from the kooples. During the Black Friday sale I purchased a black wool wrap coat, 3 weeks went by and I hadn’t received anything which I was disappointed by as I was hoping to wear it on a weekend away. When the parcel did finally arrive I ended up receiving the wrong item (a checked/ tweed mens blazer). I tried contacting in multiple ways, via phone, online chat, via the web form and even via social media. I finally got a response via my 3rd attempt at the web form and was told to return the item and I would receive a discount wishing my account for the inconvenience (which was never credited). I took the parcel with the returns information provided to the post office (which ships ups) and they told me I hadn’t got the relevant information for brexit returns and would have to contact the kooples for further paperwork. A few days lady a sales associate from the Canary Wharf store reached out to me via mobile and told me someone had brought my item/ order in to the store as they had received mine by accident. The lady asked me to come to Canary Wharf (London) to collect it… I live 3.5 hours away from London. She was very helpful but told me I would need to go to Manchester Trafford centre, return the wrong item and buy the coat again. When I took the 2 hour journey to Manchester they told me they couldn’t refund me there and then as they ate a concession but I would have to trust that they would refund me over the next few days. They did follow through with this and i eventually got the coat but I have to say I am so disappointed with this poor service. From start to finish it has taken me 6 weeks to get the coat I ordered and a 4 hour round trip to go to collect it.

To not even bother to respond to my emailed version of this or any of the other times I have contacted is shocking and I wish I had checked on here to see that I’m not the only one receiving this service prior to my purchase.

I wish I had heeded the warnings on here. Trying to return items is the worst experience I have ever had with any company ever. Unless you are 100% sure of size and colour, do NOT use Kooples e-store. You will go around an endless loop of dead ends, call customer service (temporarily closed today! 7th Jan 2022) and end up stressed to the max. Shocking truly shocking and they clearly do not care looking at the rating on here. ZERO stars if that was possible....My daughter only this week has had same challenges. She said best way to get response is just email every link, shipping/returns/RMA/etc etc and eventually she got an answer. Maybe we should all recharge our time then they might wake up. Poor very poor customer service.

Kooples stole my money.
I bought and paid for 3 items, they delivered 1 but charged me for all 3. I’ve been trying to contact them for 7 weeks - their phone number is out of service and no one responds to their email. I tried Twitter and Instagram but can’t get any response and can’t get my money back.
I thought Kooples was a reputable company but it’s committing online fraud

They sent me a faulty item, so I tried to exchange or return it. No pre-paid shipping label and the form in the original package is completely blurry....... No one has responded my e-mail or phone calls in three days. I thought I’d pay by myself as I don’t want to continue wasting my time trying to get hold of someone from their customer service. But after I read all the dreadful reviews, I started wondering if they would acknowledge my return without their shipping label??

I am having the same horrible experience as others have said.

Bought an item, checked out as a guest but there’s no returns link as stated on my confirmation email. Spoke to customer service twice and was promised a returns label. Nothing arrived. Emailed them, no response. Website chat is not working and now there’s a recorded message saying the customer services offices are temporarily closed.

I’m shocked such a high end brand would treat their customers in such a terrible way.

I wish I had seen the reviews before I ordered. I will never order through this site again.

I would give them a zero if that was possible. They are cheats. A product I bought had damages to it and they acknowledged it. Instead of refunding me the total amount the said they would refund me for a quote by a tailor that would fix it. I got the quote. I have sent 20 emails but not heard back once. Stay away. They are theives. Overpriced and terrible customer service.

I placed an order online and received an empty box with a receipt. Clearly a packing error as the box was untampered. Kooples haven’t responded to any of my emails, phone calls or chats. It’s theft. Simple. The customer service is non-existent with emails ignored and phone lines closed. This needs to be reported to a regulator.

After 2 years, I still haven't received my refund!! Can you please check??

Order number: 4000076770