The Kooples Reviews 1,616

They make it impossible to have a return. Their website is not working; when you initiate a return, it says "something went wrong" and no return label is created. I tried contacting them several times in several ways (email, phone, Instagram) and I get no response at all. How am I supposed to return the items on time? So much time wasted trying to solve this, far from a high-end experience. My order number is n°12000822242.

Horrendous experience ordering from The Kooples.
They sent my item to the wrong address, I noticed on the order confirmation and tried to contact them several times about it but it was completely ignored via phone and email.
They proceeded to send the item to a non-existent address and now I have to wait over two weeks for the delivery to bounce be returned to France and for my refund to process. All because they’ve got the address wrong, and ignored me trying to contact them.

Avoid

I ordered a emily bag online and it came scratched. Looked like used. Messaged official instagram account, they redirected me to support on website. Website supported is a joke. This brand is not interested in theirs customers. Never buying again

UPD: order no. 12000823370

Update: Still the worst customer service ever! No one has contacted me and now I cannot even return the damaged item as the window was missed since I was awaiting for a resolution! AVOID
Terrible experience, the garment arrived damaged and all they could offer was a return, no exchanges or guarantees that if I ordered the item again I’d receive an undamaged jacket. Very unexpected for a known brand to say the least very disappointing

@thekooples - order number 12000822852 you have my account/contact details, the issue has already been flagged with your customer service who did not help or offered an alternative or any reassurances. Thanks

Hideous company. Charged me £10 delivery. And another £7 to return an item that was mis sized/labelled.
Plus I have to take it 10 miles away to
Nearest drop off point. They would categorically not collect.
The sleeves ended 6” beyond my fingertips!!!!
No one. Has arms that long !
Poor customer service.
I’ve been bitten by the kooples before. And stupidly. Went back for more.

Never. Again.

Send back my package in JUNE with their return label.
Package got delivered at MY HOUSE again.

Asked them for another return label, send the package a second time, only for it to return AGAIN at my house.

Reached out to them again, they told me to send it myself and I would get a refund for the cost I made.
I was super annoyed because who has all this time, but I did it.

They let me know they received the package.

Weeks later got the money for the shipping, but not the almost 700 EUR for the clothes.

Its now OCTOBER. WHAT THE F* THE KOOPLES!????? How can this whole process take freaking 4 months!!!!!!

I will neverrrrrr everrr order from them again.

I recently had an issue with the piece, but I’m pleased to say The Kooples resolved it properly in the end. Customer service followed up and ensured the matter was handled, which I appreciated.

As for the product itself, the pants are excellent. The fit, quality of fabric, and overall finish are exactly what you’d expect from a premium brand. They look sharp and feel well made.

While the initial situation was frustrating, the resolution and the quality of the item have left me with a positive impression overall.

Would happily order again.

I bought this jacket from The Kooples a few years ago, expecting it to last as a premium purchase.

Sadly, the so-called details on the pockets and arm patch have completely peeled away and disintegrated (see photos).

Yes, the jacket is 5 years old, but for a brand that charges luxury prices, it is embarrassing that the materials degrade so quickly.

I have jackets from other brands that are over 10 years old and still look new.

The fact that The Kooples only backs their quality for 2 years already says a lot, they clearly don’t expect their products to stand the test of time.

This is not what customers pay for when buying “high-end” fashion.

For The Kooples to position themselves as premium but deliver fast-fashion quality is unacceptable. At the very least, I expect the brand to take responsibility and offer a replacement or some goodwill solution.

If you are considering shopping here, be aware that your expensive purchase may not even last. A true luxury brand should be ashamed of this level of quality.

Quite a few things. The shopping experience was good on day of purchase. I bought a pair of black jeans and a belt. The jeans were a fantastic fit so I went back a few days later to buy a second pair. This second pair was not the same cut. It had more bulk and this was despite the assistant bringing what she said was an identical pair and size. Codes are exactly the same but the second pair are a much wider cut. The next problem was the belt. It has two thin leather layers which is fine except they are separating. This is quite crazy at this price after 3 months !!! The third and most serious problem was the company reaction to it all . Unhelpful and somewhat indifferent. It is few months later now and a little rip is appearing where I keep my card wallet. Also the black faded too fast for this level . The quality is terrible for this price point !

Similar to other reviews, Kooples quality and customer service is appalling. I love Kooples designs, they are designer prices but the quality is awful. I bought a bunch of clothing in splurge and every single piece has been poor quality. Pink dress the zip down the side broke (can't be replaced as it's completely stitched into the dress), orange skirt is fraying at the split part, mesh of a black dress coming apart, stitching at the top of a t-shirt dress coming undone, black short dress gets so much static is sticks to your legs and is very unflattering. I think there's just one shirt I have that is fine. I took pictures and sent to Kooples and they said it's just too bad. They also wouldn't accept the on-line order as proof of purchase.

I visited the shop in Marylebone Road today as I was looking for a special occasion outfit.
When I entered the shop I was greeted with a warm welcome from a guy behind the counter, there was another person dressed in scruffy jeans and t shirt with a bandana around his head, he also said hello but had his arms crossed leaning against a wall or fixture, as I turned to say hello back to him I caught him looking me up and down. I felt very uncomfortable and left the shop immediately, I have never been made to feel like this in a shop before and felt he was judging.
So unless you are dressed from head to toe in designer clothes I would avoid this shop.
Found the dress I wanted in Rixo and recieved very good customer service.
Message to the scruffy individual in The Kooples " never judge a book by its cover " £500 walked out of your door because of your stinking attitude

Nonexistent customer service. I purchased a bag in Europe, and was told I was giving the correct VAT information. I was not and when I tried to follow up with the brand over email and over phone I never heard back.

I made a return on march 13th , after a few weeks I didn’t get any response about the shipping or the refund. I sent 4 time a ticket to the customer service concerning this issue, and nobody answered to me .
This is so frustrating and disappointing, I’m waiting for a 208€ refund still pending

honestly, the worst I've ever seen. Their US customer service doesn't even have a number anymore. Not that that makes much of a difference. In February, I had to call EIGHT times to get a return label emailed to me. Shipped it back and now, 4 weeks later, still no refund. Pathetic company and sad to see how low they have fallen. I give them till the end of the year.

Wife bought me a shirt for birthday. Item was delivered to the wrong address and left in the rain. This was a DHL issue but should have been dealt with between carrier and Kooples. My wife had been back and forth for an exchange and had been asked to provide so many photos and to chase DHL HERSELF!!!!

You charge £150 for a shirt, it’s up to you and DHL to sort, not my poor wife. Whenever you send an email, they take the best part of a week to even respond. All we are looking for is a smaller size and to show them that DHL delivered to the wrong address.

Terrible experience. I wonder how companies stay in business with service like this

Useless customer service and the customer service phone service doesn’t even work.
Never again.

Can’t say anything but Kooples - Selfridges - Birmingham - a fantastic team.

My new go to store - two oriental ladies helping were amazing.

10/10

Would just like to say thank you to the manager Beth from the Newcastle store she went above and beyond to supply me with a jacket I wanted nothing was to much trouble no other stores even answered the phone and it was end of the day too Beth rang me back first thing snd sorted everything out to be delivered fantastic service thank you Beth you’re a star ⭐️

Where do I start…. Firstly I wanted to return the goods and just getting a shipping label took 3 phone calls and a number of emails and then when I did send the goods back for a refund they have said that the warehouse never received the goods even though I have proof of signature from DHL. It’s now been 3 weeks and they have fobbed me off with “there’s a process to go through” even though I have proof my return was delivered back to them. I am absolutely appalled with their customer service and they owe me £800

The kooples online Shop isn’t what it used to be . No help at all from customer service , website doesn’t work properly and shows wrong prices .
Not recommendable and this as a long time kooples customer