Kurt Geiger Reviews 5,464

I placed an online order for a pair of ladies size 39 Hatton Sneakers.
Had them delivered to a pick up point for ease of collection.
I collected the parcel delivered by Evri.
I get home, open the parcel and almost collapsed in shock.
Inside are a USED pair of black Vans plimsolls!! How can this possibly happen when the box they were in was sealed!!
I await what i hope will be a very swift resolution, following raising a ticket and sharing photographs.
I'm absolutely stunned at this

Order was easy, postage fast, purchased from David Jones. I have 4 different pairs of the Meena Eagle slides, they are very comfy & I've worn 2 pairs to death so much they have cracked across ball area on the sole. My last pair ( Meena Eagle Multi Synthetic Slide )have had very little wear with no visible wear on the sole at all but the top have cracked & are peeling making them look cheap & ugly. This was only pair it happened to the others did not do this. This is just a heads up for future purchases of this particular pair as I'll be buying the other colour ways again.

Just visited the store in London Oxford Street,Nour helped me with much kindness and knowledge,

My order never arrived. Apparently the delivery guy left it on my door step, when I got home it wasn't there. I didn't ask for it to be left there.

When I complained to KG I was told it's my own fault for not being home for the delivery. Even though I'd been told delivery would be attempted 3 times. This was the first attempt.

Will NOT be using the site again and quite frankly KG's customer service has left a bad taste. So for the foreseeable I won't be buying anything from them. Online or in store.

Update..

KG have informed me that because the parcel was delivered to my property (left on door step) It counts as a "compliant delivery". Incredibly frustrating as I hadn't instructed anyone to leave it there and had been told delivery would be attempted three times
I'll be wary of online ordering now. Never had this problem with any other company.

If I could give less than one star I would

Two pairs of trainers bought via Debenhams, both returned directly to Kurt Geiger as per the process using their return label in the same package, with a completed return slip. Refunded only for one, Kurt Geiger staff are either inefficient or dishonest. Disgusting and would advise you not buy from them.

Provided a Tracking number DUX052656457-A

Was told I would get an email , no contact. Was advised I would be refunded within 5 working days nothing. Never had such a poor experience with any other brands.

So, I purchased a bag and it was suppose to deliver on the 14 of April. That day I was out with a family member to the store. At 7:24pm the package was supposed to be delivered. I looked at my cameras. FedEx never showed up to my house. So, Kurt Geiger sent me who signed my package. It was a name I never seen. I have no clue who signed my package. So, how to prove my package was delivered was by them matching up my address on google. I also called FedEx. How, is it that a package says that it needed NO signature but someone signed for the package. I showed them footage of that day and times from 7:03pm-7:34pm. 7:34pm is when I got back to my house. When I walked up to my home. I didn’t reach down for no package. There was no FedEx truck in the videos either. This leaves me a bad taste about both companies because now. I have to get all my packages delivered to a store because people are doing fraud. I couldn’t get my money back because FedEx worker stole my package. I filed a police report on it and show Kurt as well still no solution. I will never shop from them ever again. All I wanted was my bag. I didn’t want no money back but I wanted my bag. Never again and the crazy thing I order from higher brands and this never happened to me.

I bought my wife a bag at Xmas and she used it for the first time yesterday, the colour has started to come of the bag after one use, I also bought her another bag and that one is fine

You really see how good a company is when something goes wrong — and unfortunately, this is where Kurt Geiger has let me down.

I’ve been a loyal customer for a long time. I love their bags, wear their shoes regularly, and even have one of their brooches on my jacket. So this makes the experience even more disappointing.

I recently ordered a bikini (top and bottom) for a holiday I’m going on this Saturday. The order arrived today — the top is correct, but the bottoms were sent in the wrong size (XL instead of S, despite my order clearly stating S).

There’s no customer service phone number, which is frustrating in itself when something urgent like this happens. I went onto live chat hoping for a quick resolution, but was told they couldn’t send a replacement and that I’d need to return the item and place a new order.

For a brand at this price point, that’s simply not good enough. Especially when even lower-cost retailers offer immediate replacements when they make a mistake.

This situation could have been handled so much better, and it’s really taken the shine off a brand I’ve supported for years. I’m genuinely disappointed and now questioning whether I’ll shop with them again.

I bought boots a few times with them and the quality was decent and they are comfy but last end of January I bought a pair of the explorer sock boots and they fell apart, the sole literally tore apart just from walking. So they lasted less than 3 months. I think they are too expensive for this horrendous quality. Never buying from them again.

My partner is a severely disabled autistic man and he purchased a bag for me for our anniversary he have been dealing with their customer service from three days keep getting same automated responses Evri left his parcel on his door despite him having a shed he is keep on explaining same situation over and over again with no help same automated response that is no way to treat a disable man no empathy at all. I am so disappointed with such a huge brand and have no sense of customer service. I would like him to have his money refunded asap he keep asking to speak to a manager but in three days he received no response from any manager three days its been causing him so much stress i have never had to deal with such awful experience it has caused him to have several meltdowns. Help him for heaven sake Order number 253267110

I ordered online Carvela.com. The transaction showed money was taken by Kurt Geiger. Two purses and two shoes but only two shoes were delivered. I have contacted Carvela.com but they won’t refund me my money or missing bags. Kurt Geiger, you took the money. Someone stole my bags ! Carvela, Kurt Geiger Or Evri the courier company. This is a scam going on!

Updated 22/04/26 : Thank you Kurt Geiger for following up on my report and actually doing something about it as promised. I have received my refund for the missing items. This time I will be reordering my purses to pick up in store though.

I made a purchase on 03-27-26. The dates kept changing on when I will get my item. It’s frustrating that you have to contact through email. My package has been in Dallas and it’s still saying that as of 04-08-26.

Great website to choose from ,one of my favourite brands . Gorgeous products at great prices ,super speedy delivery too,would definitely recommend. ⭐️⭐️⭐️⭐️⭐️

I purchased a pair of shoes from ‘Kurt Geiger’ and the entire experience has been deeply disappointing across every stage product quality, sizing accuracy, and customer service.
To begin with, the sizing was fundamentally incorrect. I ordered a UK size 9 (EU 43), however the shoes I received were significantly larger, approximately one and a half to two sizes too big. This is not a minor inconsistency; it represents a serious breakdown in sizing control and quality assurance. A product sold at this price point should not have such basic manufacturing or labelling inaccuracies, and it renders the shoes completely unwearable.
In addition to the sizing issue, the product itself arrived in poor condition. There was an exposed internal stitching knot inside the shoe which caused a sharp scratch and clear irritation to my foot upon use. This raises further concerns about internal finishing standards and overall quality control, especially for a premium priced item.
The customer service experience was equally frustrating. Despite clearly explaining the urgency of the situation and the extent of the defect, I was repeatedly given generic, rigid responses with no real attempt to provide a practical or time-sensitive solution. I was told there are no exchanges and was instead instructed to place a completely new order while returning the faulty item separately, an approach that shifts responsibility onto the customer rather than addressing a clear product failure.
Even when I explicitly requested escalation and asked for the formal complaints procedure, this was not initially provided in a clear or transparent way. Responses remained procedural and dismissive rather than solution focused, despite the seriousness of the issue being repeatedly explained.
Overall, this experience reflects a combination of poor quality control, unreliable sizing, and inadequate customer support. For a brand operating in the premium price range, this level of product inconsistency and lack of effective resolution is unacceptable and raises serious concerns about both manufacturing standards and customer care processes.

Faulty product and a 25-day wait for a refund
Extremely disappointed. My first order arrived faulty, and it took a staggering 25 days to receive a refund. Both the quality and the customer service were well below expectations. This was my first time ordering from Kurt Geiger, and it will unfortunately be my last.

Very disappointed with this purchase. After waiting 5 days, I was suddenly told that my order had been cancelled. When I placed the order, it clearly included 4 pairs because I used the first-time buyer 10% discount.
It honestly feels like the order was cancelled so the items could be sold at full price to another customer — do you really think people don’t notice this kind of thing?
I bought these as a birthday gift for my wife, and now the moment is completely ruined. I will not be buying from this shop again.

Brilliant service, quality product

I recently purchased a pair of shoes from Kurt Geiger and was shocked to discover that I had been sold a used pair at the price of a new item. I immediately contacted customer care and provided clear photographic evidence. However, the response I received from Sumayya was extremely disappointing.

Being asked to pay for the return of an item that was clearly sent out in an unacceptable, used condition is unreasonable and suggests a serious issue with the company’s quality control. It is deeply concerning that a reputable brand would allow used products to be sold as new, and then expect the customer to cover the cost of returning them.

I am extremely disappointed by this experience and hope the company will address this matter appropriately.

Where do I even start.

During my interaction with your team, specifically a staff member named Sneha, I was met with a clear lack of professionalism, effort, and basic knowledge. The handling of my query appeared unwilling and dismissive, demonstrating what I can only describe as an indifferent attitude. It has been an utter displeasure to communicate with your company throughout this process, with repeated failures to properly engage with my concerns, provide accurate information, or take any meaningful steps towards resolution. This conduct reflects extremely poorly on your customer service standards. I expect that this matter is taken seriously and that appropriate action is taken in respect of Sneha’s conduct, including formal reprimand for the level of service provided.

More concerning, however, was the apparent lack of understanding of the Consumer Rights Act 2015. As a customer, I am entitled to accurate information and fair treatment under this legislation. Unfortunately, the advice I was given did not reflect these legal obligations, which is both disappointing and unacceptable for a business operating within the UK.

It is also evident that your customer service agents require appropriate training on UK consumer law. The service I received suggests a lack of familiarity with the Consumer Rights Act 2015, which may be due to agents being based outside the UK and therefore not properly trained in the legislation applicable to UK customers. Regardless of location, your company has a responsibility to ensure that all representatives are fully competent in the legal framework governing the market in which you operate.

In addition, the delivery of my order has been wholly unacceptable. Delivery was selected for 3rd April; however, the parcel was delivered early on 31st March and not to my address. The parcel was allegedly delivered to an alternative property without my consent, despite clear delivery instructions being provided. These instructions were not followed, and as a result, I have neither received nor been able to locate my parcel.

The so-called proof of delivery provided—a photograph of a parcel outside a property that does not belong to me—is not acceptable as evidence of successful delivery. I did not give consent for the parcel to be left at that address. Furthermore, I have contacted the neighbour in question, who has confirmed that no parcel has been received. As such, I remain without the goods I paid for. This was also not delivered to my selected location as advised.

This situation raises serious concerns about the handling of my delivery. At present, the whereabouts of the parcel are unknown. Regardless, responsibility for the goods remains with you until they are delivered into my possession.

For the avoidance of doubt, the goods are still not in my possession. Under Section 29 of the Consumer Rights Act 2015, “the goods remain at the trader’s risk until they come into the physical possession of the consumer, or a person identified by the consumer to take possession of the goods.” As this has not occurred, you remain in breach of your statutory obligations.

Furthermore, Section 28 of the Consumer Rights Act 2015 requires that delivery must be carried out in accordance with the agreed timeframe. Delivering the parcel on 31st March instead of the agreed date of 3rd April, and to an incorrect address, is a clear failure to meet these obligations.

I would also like to highlight that Sneha initially claimed the parcel had been delivered to my property. However, upon further investigation by another agent, it was confirmed that this was not the case. GPS tracking evidence showed that the delivery location was not my address. This was verified by another member of your team, clearly demonstrating that Sneha had not properly investigated my issue before providing incorrect information.

This situation represents a clear breach of your obligations under the Consumer Rights Act 2015. The responsibility for ensuring the goods are delivered to the customer as agreed remains with the retailer until the goods are in the customer’s possession. Leaving a parcel at an unauthorised location does not constitute successful delivery.

As a result of these failures, I have been left without the goods I paid for and without a satisfactory resolution from your customer service team.

Given the seriousness of these breaches, I am now taking legal action in relation to this matter. This includes pursuing my rights under the Consumer Rights Act 2015 due to your failure to deliver the goods as agreed and to provide an adequate resolution.

I would urge anyone else in the same situation as myself to do so, you are able to claim these costs back as the court will rule in our favour.

Unfortunately the trainers were too small and I had to return them.

I would’ve liked to swap them for the next size up but i was not able to discuss on the phone with KG, I therefore had to return them.

Prompt emails from KG after return were helpful keeping me informed of the return status.