Katieloxton Reviews 235

I purchased a cabin suitcase for my daughter. It’s beautiful BUT you just can’t leave it standing alone. It constantly topples over. The case certainly wasn’t overloaded - we only went for a one night trip! It wheels along ok but as soon as you let go of the handle whilst standing still the case falls over. The wheel positioning is not good. It stands fine when empty 🤷‍♀️. Very disappointed as the case is damaged already from constantly falling.

Personalised purse bought for my wife looked fantastic for a bit but then all stiching has unravelled looks awful very disappointing to say the least.

Customer experience is second to none.
I bought a Katie Loxton bag on a cruise ship, which turned out to be faulty.
I contacted Katie Loxton customer service and they couldn't have been more helpful
I sent them photos of item along with proof of purchase, and today I received my new bag from them
Thanks again

Extremely disappointed. Ordered 2 gifts as presents. Two bracelets with engraved messages and paid for personalised bags etc. The bracelets have arrived the quality is extremely poor/cheap no engraving done on them and placed in the wrong bags with their names on. There is no telephone number to call you have to email, this now will not be sorted by the birthday m. I wish I’d read the reviews before hand as would not of parted with the money.

Had two bags and they both had faulty zips within 2 months never buying this product again

Zip broke on the bag, offered a refund or replacement without any fuss and replacement quickly received. Great customer service, thank you.

Bought a bag and a hat and scarf set, both logos on. But.. the cross body bag!!! The strap length is for a child, not a grown adult. Contacted the company and they wished me well but as I had the bag logo’d they say their T&Cs mean they cannot offer replacements unless faulty!

To me, the fact the the crossbody strap means the bag sit under boobs on ribs means there’s a fault in the strap length. However… they do NOT give a damn.

I’d say avoidance is the best policy here. Youre wasting your money!

Prompt delivery & ease of ordering so pleased when I received the items all beautifully packed! Thank you Katie Loxton!

Bought 2 bags and one arrived damaged for which I was sent a refund. The name on other one came off even without using the bag and storing well. Not heard back for the second bag though. Very disappointed as this was a gift for someone.

Ordered a bag for my aunty’s Christmas present then read some bad reviews on here so was really worried. The bag has just arrived and it is beautiful I am so pleased and it’s packaged amazingly looks really high end and I am a handbag person. Really nice I will be ordering again.

I recently inquired about a product I ordered, and the customer service was excellent. The lady was very friendly and sorted out the issue quickly via email. The parcel arrived on time without any damage, which I was very pleased with. The gift bag and personalised necklace are also beautiful. I can't wait to purchase more stuff soon!

Bought myself and a friend a weekend holdall and both began to peel after a couple of uses , very disappointing and embarrassing since id given it as a gift that ended up looking cheap and poor quality which it wasn't

Weekend bag been used maybe 4 or 5 times in total.. whilst walking through Euston Station the strap came off. there was hardly any weight in the bag. I contacted Customer Service and because I was one month over the one year purchase date they said they could do nothing. Absolutely disgusted. Will not be purchasing from them again. Buyer Beware..

Treated myself to a new back to work bag whilst on maternity, returned to work in July and started using my new bag!

Handles starting to disintegrate, I emailed customer service and was told warranty only lasts a year, I’m 6 weeks out of that so nothing they can do! Over £60 for a bag I’ve used for 3 months!!!!

I have bought several items from this
Business. Last week I ordered a weekend bag for both myself and my daughter. I
Was confused when mine came without a shoulder strap and just assumed one didn’t come with the purchase until I looked at images of the bag I had ordered. After the weekend I contacted the company and they were so
Quick
To respond with apologies. A few days later I received a shoulder strap beautifully packaged. Thank you for your lovely customer service. Mistakes do
Sometimes happen but you responded so swiftly and professionally. This is the reason I will continue to buy from you: thank you

Great customer service. The strap holder on my bag came away from the bag I had purchased 3 months earlier. Katie Loxton responded on the day I contacted them offering a replacement or refund. The replacement bag arrived two days later.

As with most of the other reviews on this page (sadly I didn't read them prior to purchasing), although these products may look good online and initially when delivered, the durability and 'intended lifespan' of the products is somewhat questionable given the price. I purchased an overnight bag at a price of £110.00, used twice in space of 1 year and 8 months before the zip handle fell off on my hand. I contacted the company to advise and perhaps see about getting this repaired but the response was less than satisfactory to say the least...infact.. laughable. I quote direct from the company.... perhaps if they added this as part of their advertising people would be better informed 😉

Hello Laura,

Thank you for getting back in touch with us.

We strive to ensure that our products meet expectations. In line with the Consumer Rights Act 2015, you have the right to expect our Mayfair Weekend Bag to last a reasonable amount of time, taking into account the price, intended use, and the materials used.
As your Mayfair Weekend Bag was purchased on 28 Jan 2024 and the issue has arisen after 1 year and 8 months, we believe the product has provided a reasonable lifespan for its material and intended purpose.

Note: (This bag was used TWICE)

However, as a gesture of goodwill and in recognition of your disappointment, I would like to offer you a 20% voucher code on this occasion. While this is outside of our usual policy, we hope it reflects our intention to acknowledge your concerns and maintain your trust in us.

Please find below your 20% discount code for you to enjoy using towards your next Katie Loxton order via our website:

KLCS20%-5X10U

The voucher must be redeemed at www katieloxton .com and is valid for 12 months from the date of issue.
Please note this cannot be used in conjunction with any other offers or promotions. Excluded sale items and cannot be used for delivery costs.
Please click here for full terms and conditions.
This will be our final resolution on this matter, and we do appreciate your understanding. If there’s anything else we can assist you with in future, we’d be happy to help.

Kind Regards,

Suzanne.
Customer Experience Supervisor

My reply:

Sorry but your idea and my idea of a 'reasonable' lifespan would somewhat differ... perhaps you might want to add this to your advertising to see how that goes?..... and then let me know.

As I have said, I won't be purchasing anymore products from this company. I have many bags that had considerably more use than this and still in good condition. Infact, I purchased two of those overnight bags...one slightly bigger than this one in question to alternate, let's hope that one lasts a bit longer.

I find a 20% discount an actual insult given what I have raised...plus you often put out offers, so this is of no benefit to me.

As for your final resolution, I assumed that decision was already made from your last email and did not expect a follow up. Perhaps more consideration around the tone in your emails might make for better customer satisfaction, along with the quality of your products.

All the very best.

Laura

Safe to say I would avoid this company at all costs. Presenting as luxury brand, however far from it... reviews speak for themselves.

I have a weekend holder and after 2 years it’s falling apart, my wallet started falling apart after 2 weeks , the handles don’t wear well and fray the edges are coming away.

Absolute disaster of a website and company. AVOID!

This is the first bag I have bought from Katie Loxton. I love the simple no fuss designs, really impressed with the quality and the packaging was lovely, easily matching up to designer brands.