The Kooples Reviews

In Nov 2021 I purchased a navy blue wool overcoat that was final sale with no returns. The coat arrived but the belt was missing. I have contacted The Kooples 4 times about this. The first couple of times they told me to wait to hear back as their Quality Dept were going to find a belt and follow up with me. This never happened. Then The Kooples simply stopped responding. It is a shame as their clothes are beautiful and the ordering and returns process is fine - unless something goes wrong. I understand why "final sale" is sometimes fair and appropriate for retailers. However, it is wrong when a product is faulty or incomplete. The coat cost me $243.43 and just does not work without the belt. It has never been worn and I cannot even sell it on the resale sites as the belt is missing.

This company is all smoke and mirrors don't be fooled by the name and shiny website...
Ordered an item from their archival sale.
Everything was quick and seamless... thats where everything went down hill... shortly after receiving the order confirmation I tracked the UPS parcel for 5+ days (Shipping promised 3-5days) seeing that there had be no progress or movement reached out online and no one got back to me (I should have known better)... Now I just spent 2hrs calling the customer service line which is a complete joke... you get an automated recording and waiting music... then someone picks up listens in on you says nothing and hangs up on you... this happened 4x... Which led me to trustpilot only to see I'm not the only one... I've since filed complaints with my Credit card bureau, BBB, and Here... Avoid this place... Until you see them at you next local closeout retailer like TJ MAXX and ROSS... cause thats where they're headed... BYE Felicia!

I placed an order on May 12th, was charged on my credit card and never received a confirmation email. It's May 20th and my pending charge disappeared and the item I ordered is out of stock... I'm not sure if my order went through as my card wasn't charged in the end and I never got a confirmation email.
Horrible service, I like the clothes but you're better off just buying it in person. KooplesUS has the worst web team, sort of pathetic for a company as big as Kooples.

I ordered 600€ of items and after confirmation they dispatched and several delays, they claimed that I wrote the wrong address, just to find out that they use a courier that sends to Spain only.
I tried to contact them in any way, just to be told via chat (countless emails and no reply, the phone line they write on the website does not work) that they were sorry and that they understand my frustration.
After probably repeating my issue via chat 40 times, they said they issued a refund as it is not possible to ship the items (while before they said they would
Have reshipped) - still waiting for my money

Order has been missing for three weeks, the kooples says the order has been despatched and is complete. The courier has confirmed they never received it, they only got the dispatch label for it. There is zero customer service, no way to talk to someone about it so I can't get a refund. This is simply theft. Do not shop with them under any circumstances.

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 !!!!

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!!!!

DO NOT BUY FROM THE KOOPLES

I have tried to return an item since November, Lindsey from the customer care(less) team replied to one email with a generic copy and paste, not addressing my issue, I have sent an email each week for the past 5 weeks asking for help. They are ignoring all emails, dont answer phones and are essentially waiting into the returns period has over run. What they are doing are essentially stealing and this needs to be reported sharp. Be warned.

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 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

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.

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.