The Kooples Reviews 1,616

This is a scam. The website says:

"If you have placed your order as a guest, simply create an account from your order confirmation email." But there is no such link anywhere in the confirmation email. You set-up and account and there is no facility to add an order purchased as a guest. The phoneline says they are unavailable today but you can send a message through the customer services section of the website. Go to the customer services section and hey presto you can't send a message. You just go full circle and get the above message.

I've paid over £80 for a shirt i don't like and can't return it. Rip off merchants. Will never buy from them again which is a shame because the clothes do seem quite nice

I have been trying to return items but have been unable to in the website and one item was missing from my order. It’s impossible to use my account in your website it either doesn’t work or crashes and I can’t produce a return! I don’t learn as your clothes are badly made and fall apart. I have had so many items that have fallen to bits and the most recent purchase just looks awful and really cheap! Can anyone let me know how to return these fashion monstrosities!?

I have followed Kooples instructions for "submitting a return" for a jacket I have recently bought and received. However there is absolutely no area allowing for printing a "return form". I am also happy to take the jacket physically to one of their stores in London but their customer service number 0800 026 0588 never answers and the line dies after a brief message. All I want to do is to return this jacket and get a refund.

Just bought items that do not fit. I want to request a return, so not only it is not as straightforward process but when I create an account with the email I used for the order as they advise, I have no order there to select return!! I call the customer service UK and their offices are closed for Christmas holidays!!! Like seriously it is 2021!!!

Returns policy that is bordering on theft.
Watch out when you buy anything from this shop.

Absolutely the worst customer service I have ever dealt with. Actually I haven’t dealt with them as they NEVER respond.
I’m trying to establish whether my return has been delivered. No reply, response or care towards customers.
Great clothes but the online customer service means never again for me and The Kooples!

I ordered a jacket during black Friday sale. Unfortunately I made a mistake in my address, but the website said my order is complete, yet I haven't receive my item. I tried all the method written on the website, but no response until this moment. The customer contact form said they will get back to the customer within 48 hours, but no matter how many times I tried, I didn't hear anything from them. Besides, when they shipped the item, there is no information regarding to the courier, thus I can't even check the closest post office neither.

I even reach out to a physical store, the assistant is nice and tried to help me. But she doesn't have any number to contact their online shop. It is ridiculous that people work in the same company doesn't even have any contact of each other.

Hope someone from The Kooples could reach out to me as soon as possible. My order number is 2000072307.

It’s super hard to get in contact with anyone from the kooples team. I ordered two jackets and only received one. I have sent them a message but got no response it’s been over two weeks now. I’ve tried calling but end up on hold for ever. And today when I tried calling again, there was a message saying the customer service is temporarily closed today. I don’t know what to do at this point. I’ve never had this kind of experience with any brand before.

This seems to be the only way to get this company's attention. I have tried to generate a returns label 3 times, yet nothing comes through. Chat rep tells me I can only email, no response. I trust this will be sorted eventually but this is a horribly flawed system you have going on and I would not purchase again after the delays in being able to return part of my order. Order no 4000203779

I tried to return an online order and to do so I ticked the 'return in-store' box. Went to the store today and the woman there told me, "we do not accept online order returns". Excuse-me? This is what your website says.
Anyway, she told me I need to return it via post, but as I applied for an in-store return I need to call customer service to get a return label. Tried to call customer service just now, but they are closed for a special occasion? I'll try tomorrow again, but my hopes are low and it's a real bad customer experience till so far.

Update: As expected the customer service phone line is still unavailable for 'a special occasion' - but meanwhile I received a return label through email. Seems the parcel is stuck somewhere now, and that's exactly the reason why I wanted to return my goods in-store.
Needless to say that I won't ever use their online shop again.

They have some cool products, but I ordered a polo shirt eight days ago(!) and it's still not been shipped. It says 3-5 days delivery, but not even been shipped yet. Customer service just said there's delays to be expected, but have given me no expected shipping date or anything. Definitely won't order directly from their website again.

I bought a Kooples dress via Selfridges because the reviews about customer service were worrying. Selfridges delivered on time. Due to the very high price for a viscose dress (£370) I considered returning it once I tried it on. The end of the sleeves covered half of my hand and I am not a small person! I have now paid a further £25 for alterations because the dress actually looks very nice and otherwise fits well. Really ridiculous sleeve length if you are planning on eating dinner whilst wearing the dress. Beware and expect extra alterations costs.

I have attempted to order twice from this brand. Order never came. In fact, both times they claim that it was a mistake. Don't support businesses who don't even have customer service. I had to call, never responded via email nor instagram. support your local thrift store and forget wasting your money on a brand that is so LOW EFFORT.

Ordered a 360€ euro dress. Quality is awful and the label that says ‘The Kooples’ is hanging on by a thread and I’ve never even worn it. Also it’s a French brand, they make their clothes unsuitable for girls with larger chests as they seem to think everyone is stick thin.

Absolutely attrocious customer service. Despite an initial early response I have since received no further response from them at all despite various methods of communication. Rang their customer service line who said to copy my 'messenger' messages to emails and I'd get a response - absolutely nothing!!! Unbelievable. Still waiting.

Insane bad experience from beginning to end. Terrible customer service, terrible website, now my account says I haven't bought anything (hence, can not return it) - it's like this website was built in the previous century. And we are not talking H&M prices high, this is not a high street label, this is EXPENSIVE clothing you are buying. Customer service just hangs up on you, or have their phone lines 'dead' for hours on end. I know that online is a different entity than the stores itself, so I am purely ranting on about the website (just to be clear). My advice: Do not buy anything online!

The Kooples should be held accountable for the actions made pre-covid. Their owners overseas were openingly doing black face and saw no backlash. Over here, their employees got no type of apology and were expected to continue work as usual. I’m overall disgusted and you better believe they have my thoughts and prayers that they’ll NEVER be big in North America.

Please please don’t order anything online. No customer service at all- all they provide you is the customer form. I submitted 5 times. Call 3 times and email to customer service 3 times. Reach out to social media Instagram direct message … NO RESPOND

The quality of product is so bad

One time and the only time with this brand

I have had no dealings with this company whatsover but they are regularly emailing me using an email address I have never used elsewhere and they MUST have bought it illegally. Unsubscibe did nothing. This behaviour is illegal and they risk a heavy fine if they do not fix it.

I am disgusted at how I have been treated at the Canary Wharf store regarding a refund. I was interested in two items which were not available in my size. I purchased the items on the premise that the sizes would be ordered which they were. Once the items arrived and upon trying them I realised although the correct sizes were ordered they did not fit me. I asked for a refund but was told it was not possible and was given a credit note. My issue is with the manager allowing me to purchase an item without explicitly stating that I would not be entitled to a refund bearing in mind what I was purchasing was not in the store (is this even allowed). Your policy should only allow customers to purchase items/sizes in the store. I feel I was purposely led to lock up my funds with Kooples which is deceitful ! I am asking for a refund as this credit note is of no use to me and it is for a substantial amount of money on top of this the staff was rude and arrogant.
Kooples please get in contact to resolve this issue my customer number is 0532920610019. If all else fails I will report this to trading standards board !