Customer Care Worst Ever!

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Karen Millen
★★☆☆☆
2.1
33.0% of users recommend this
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Guest's review of Karen Millen

“Customer Care Worst Ever!”

★☆☆☆☆

written by on 05/06/2013

My family (myself, sister and law and sister) love the designs and fabrics used by Karen Millen and have spent a lot of money buying on-line (ordering several full priced items each a month). We have had several negative experiences over the months in which emails have not been replied to by the Customer Care Team when we have informed them of faulty items being sent out, but NOTHING compares to the experience we had most recently with the Customer Care Team - IF YOU READ ON I THINK YOU'll AGREE it is SHOCKING!!

The last 3 pairs of shoes I ordered were each sent faulty in different ways. Two pairs came from their stores as part of their Concierge service and although sold as new and for the full price (£125.00 each!) they had EXTREME full coverage black marks all over the bottoms of the soles and were damaged inside as though due to other people's weight being inside. These had been worn by others albeit inside the shop. Both pairs were also just thrown into their own box, unwrapped and unprotected with no tissue paper around them, no spare heels and simply chaffing together in transit.

We contacted Customer Services with photographic evidence and were simply dismissed and told to take them back to the store for a refund!!
Following this and due to loving the designs I ordered a pair of boots (£170.00). YET AGAIN and hard to believe I know!! They arrived unwrapped and knocking together in transit, they had BALD patches in the suede!! And I mean totally bald!!

Again we contacted Karen Millen Customer Services and they stated to 'RETURN FOR A REFUND'!!!!! - again putting the onus on us to rectify their mistake!

By this point we were not happy so sent a complaint to the Customer Care Team stating that this issue was a habit and that it was unacceptable for us to continue to be the losers when Karen Millen should be checking that items are sent out new! Wrapped properly! And in good condition!!

We then receieved a polite email from a member of staff stating that if we sent her the details of the boots she would ensure we received a perfect pair!And send out vouchers tous in compensation! We replied with appreciation that same day with everything she'd asked for and this IS WHEN IT REALLY GETS BAD!! PLEASE READ AND BE WARNED!!

Three days later the same member of staff replied to my email by RE-SENDING the original request she sent 3 days before asking for the information she alleged she was still waiting for!! AND GUESS WHAT WAS IN THE HISTORY OF THE EMAIL SHE SENT ME!!! You guessed it - my reply with the information she requested sent to her 3 days before, the reply she claimed she had never received!!!!!! AND IT GETS WORSE YET!!

I then forwarded the evidence back to her along with a new email with the original message and information she requested copy and pasted. But a day later I got another email from her stating she still had not received the information requested to help us and that the case would be closed!! I then re sent the same information another couple of times and guess what!! WE HAVE HAD NO REPLY< NO BOOTS< NO VOUCHERS!! JUST BEEN IGNORED!!

HARD TO BELIEVE! We are shocked and sure they are operating illegally on many levels. It is either extreme incompetence on that Customer Service staff member's part or a deliberate attempt to provoke and insult customers who spend a fortune with the brand.

What is more, my account could not be accessed by us 3 times and we kept being asked for another password!!!!! SUSPICIOUS!!

My family and I have now reached an impasse in which we have decided to no longer shop with Karen Millen. At times like these there should be acountability. We have the representatives name and all the evidence saved but are getting no where and there is no number to ring. They say they'll help you by email but if you are unfortunate enough to get the turnip we did then there is no hope!!

Just be careful if you shop with Karen MIllen on line as the Customer Service (if you get someone like we had) is at extreme odds with the quality and designs of the products and the packing staff vary immensely too - some send out well wrapped items which are checked and others do the opposite! IT VARIES (which has been our experience for a couple of years, and it is getting increasingly worse overall) and when it goes wrong it reaches an all time low. In all our years (we are in our early 30s) we've NEVER experienced anything quite as bad.

We are interested to know if anyone else can relate to our experiences?? Please let us know! Hope this helps others!

  • Quality of service

  • Value For Money

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Catherine88's Comment

Written on: 07/09/2013

I have ordered a few items before, using their quite frankly inept conceirge service. Thought oh great they will find what I want in one of their shops. That's where the impressiveness ends, I think out of 3 items I have ordered 2 have been completely wrong items.

They really need to at least try to order something properly and send the correct order, can't they read basic ENGLISH?

Never using them ever again, to be honest in themselves the actual warehouse (where I presume they come from) have actually been al right (not great) but just average for customer service, wanted to send something back and they said they hadn't received it (having worked in a company that has a warehouse and understanding the laws regarding distance selling regulations DSR) I said you clearly haven't even bothered looking in the warehouse yourself for them when I sent them back and asked for a refund. I had proof of the send back (at my own cost I might add, next day send back so I knew about royal mails insurance, they only insure up to a certain amount if it's signed for).

You'd have thought because of them having a good customer base, they'd care for their service, I mean can't they read an order code or description, a pendant vs a bracelet? Come on KM at least try and make an effort!

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