written by SaraEngland on 01/02/2022
Please do not order. I have had to pay £29 to return items. Due to not being able to Try things on I ordered different sizes and styles. So to return items cost me the price of a dress. I contacted customer services to be told basically tough it’s down to you. You would think a company like this would do a pre pay or even a standard charge for return ie £5 like other good companies. This is absolutely disgusting customer services and I am appalled at the way I have been dealt with.
written by McCarthy400 on 01/01/2019
So rude go elsewhere So rude. Paid nearly £8.00 for next day delivery. 3 days later parcel hasn't arrived. Can't chase it up because they turned their phones off so you can't contact them except by email and then surprise surprise they can't respond to emails as they have too many to deal with. Mostly complaints I suspect. This was intended as a leaving gift for a friend She left with no gift Will have to pay redirection costs if it ever arrives. Go elsewhere.
written by O'Connelloc354 on 14/07/2016
Refused to accept a return for a bag in original condition because I had bought another bag from them in sale instead!?!?!! Awful customer service
written by Spenceyy476 on 19/04/2015
This is the first time I bought a Cath Kidston's handbag. I paid £125 for a blue leather backpack however the fastener inside the bag has broken only after 3 times of having used it! I contacted Cath Kidston's customer services and they sent me a long email to inform me that they would not give me a refund as I bought in a shop and not online. I offered to have it repaired and if they could reimburse it. They said no as they wanted the handbag back and I had to go to the post office to send it by special delivery. After that they could only send me a replacement or a gift card, not a refund! I am writing to Cath Kidston directly and let's see what she says.
written by on 14/01/2014
I was shocked when my new bag and matching shawl arrived and had "made in China" on the inside labels, despite all the advertising and the outside stitched on label, which I removed, on the bag saying "Cath Kidston, London." I think this is very misleading and I will not be buying from Cath Kidston again. The items were ok at sale prices but were overpriced in the first place.
written by abcde1111 on 04/09/2013
I love Cath Kidston products but whenever I go onto their website I can never buy anything! As a keen baker I wanted their Daisy Rose Kitchen Scales which were part of the new season, but hey ho none available (despite this being only a few days into the new range!). I actually drove all the way to my nearest store to buy them along with a few other bits and bobs, all of which are perfectly fine. I'd definitely agree with the other reviews as far as the fact that they have good products but will not stand behind them!
written by cybercat on 30/05/2013
Pretty cover but that is all. Expensive single eiderdown which is NOT FIT FOR PURPOSE. £120 wasted! Bought early in year as a gift to me from my daughter the following Christmas. The feathers constantly escape from the eiderdown on both sides and it is extremely scratchy to the touch as more poke through waiting to escape. Too late to return and too far to go. I wouldn't even give it to a charity shop as it really is dreadful. A great disappointment. Neither I nor my daughter will ever buy Cath Kidston goods again.
written by on 07/05/2013
This company has very nice products, but they don't stand behind them. If you have a problem, you are out of luck. I ordered a mug that had a sharp protrusion of unfinished ceramic on the inside of the handle, right where your fingers grip it. Very uncomfortable to use, though certainly unlikely to break the skin. A lady at Cath Kidston asked me to send a photo of the defect (which I've never been asked by any other company when a defect has been found), then said, "Tough luck." She offered me a 10% discount on the purchase of one future mug. That's about $1 off. What a joke. The mug was part of a large order I had placed with them. They were willing to lose my customer loyalty over a $12 mug. Companies who deal in high quality merchandise usually have high quality customer service. LLBean, for instance, doesn't want any product of theirs in your possession that you look at with dissatisfaction -- because if you aren't happy with your LLBean purchase, you won't be back. Plenty of other companies (at least in the USA) also have this "customer satisfaction first" kind of policies -- such as Land's End and Nordstrom. Naturally, there are people out there who will take advantage of such generous refund or replacement policies dishonestly. So the company will experience small losses in this regard. But what they gain is enormous customer loyalty. I have been an LLBean customer for 30 years. With a family of 7, I do a lot of shopping. I like the way LLBean treats me, so I am loyal to them. I don't like the way Cath Kidston treated me, so I will not shop with them again. They have a "penny wise, pound foolish" mentality in which customer satisfaction rates extremely low. If you want Cath Kidston, look for it on eBay.
Written on: 29/11/2013
Not sure after reading this whether to bother complaining, have quite a few Cath Kidstone products just bought a case, weekend bag and rucksack from Harrods.
But in August my daughter bought me a pair of earrings from their shop in Cornwall but to my disappointment they have turned green! I was really disappointed as I had skin cancer and had to have a skin graft from behind my ear, I can not now wear any earrings with butterfly clips on as they rub the scar behind my ear and make it very sore, advise please.
written by on 19/04/2013
I bought a Cath Kidston bag for a present for my mother, only to take it home and find the security tag had been left on. I promptly called the store I bought it from to be told, as I lived 2 hours away from the nearest shop, I would have to send the bag through the post at my own expense to have them remove the tag and then send the bag back. I complained as this was at the fault of the showroom and not my own and even offered a suggestion of them sending out a stamped addressed envelope to me, that I could return the bag in. This option was never offered to me. The 'Customer Services' team have been thoroughly useless and have responded with countless useless email all saying the same thing. They have offered to cover the cost of me sending the bag back, this is however an inconvenience to me as I will not only have to buy the materials to pack the bag in, I will have to travel to and then wait in line at the post office and then fork out my own money to fix a problem I did not cause. For a company with such expensive products I would expect a higher level of customer service. No such luck. Also, they need to fix their tag detectors. Not happy and will definately not be buying from them again.
written by Iainrm70 on 12/04/2013
I bought a Cath Kidston baby changing bag before our son was born The Baghdad everything and was well thought out, my wife and I were pleased with the bag. Clearly the reputation of Cath Kidston made us believe that we were buying quality. We used the bag a few days a week for three months, we never over filled the bag and were really surprised to see the stitching between the bag and shoulder strap coming apart. The strap finally split from the bag making the bag unusable. We have since emailed Cath Kidston and "face booked" them. However they have completely ignored our complaint. I would stay away from this company.
written by puffin99 on 06/03/2013
I bought several items from the website and as I am disabled, this was going to be easy for me?? The initial order arrived quite quickly and seemed OK. As I am in a wheelchair the bag I ordered was not suitable so I returned it for a slightly smaller one. Several weeks and numerous emails to customer services later, the replacement bag arrived, wrong colour and so badly stitched that the zip wouldn't close properly. I sent it back at my expense and again, several emails and long days later, I decided to cancel the replacement and asked for a refund. Yes, this would be OK. I received the refund for my postage money and no refund but am told that the bag has now been dispatched to me. I don't want the bag I want my money back and now they won't send me a postage label to return the bag that they shouldn't have sent and assure me that the matter will be dealt with asap. This saga has been going on for 2 months now. It would have been quicker for me to have wheeled myself to one of their stores 30 miles away. I am so disappointed.
written by Boo_Radley on 08/02/2013
I live in Australia, and have only ever purchased Cath Kidston online. I have had some issues. Firstly, I once received an item that had been very poorly packaged and was badly damaged. I sent numerous emails which did not receive a reply. Ultimately I phoned them and the situation was resolved satisfactorily, however I have emailed them at other times about various things and I believe they simply do not answer online enquiries, which is very poor for an online shop. My other complain is that international shipping is extortionately high. I once purchased a dress for over £50, so the shipping was £35. It's a lot of money, but I assumed I was paying for the item to be Fed-Exed or otherwise priority-shipped. In fact it was posted standard Air Mail, and the dress was folded in a small plastic bag. The whole package weighed less than 500gm. The postage was displayed on the bag, and it came to something like £4.50, which means Cath Kidston had made a profit of £30+ on my postage. I find this dishonest, and I'm not sure how they devised their international shipping prices. I emailed the company with my complaint and didn't hear back, so I wrote and posted them a letter outlining my complaint. I did get a reply then (via email, so they do have email accounts) and they acknowledged the postage issue and said they would take it into consideration. Over a year later, the postage costs are the same, and I haven't made a purchase with Cath Kidston since. The poor customer service and extortionate shipping rates have soured the Cath Kidston brand in my mind. I can't help feeling Cath Kidston isn't very interested in its customers, and that what you're paying for is the name itself, and not quality items and reasonable customer care.
written by on 22/01/2013
Ordered 17/12/12 for delivery to my local store,thinking as it was christmas this would be quicker !Recieved confirmation e-mail telling me that my order should be in store for 22/12/12 (ideal as this was a Christmas gift )but I would receive an email telling me when it was ready for collection.Never heard anymore !! been chasing my refund since beginning of January !If online shopping is the way forward CATH KIDSTON need to up their game Will never use them again.
written by cuoredimenta on 14/01/2013
On october 2012 I ordered a ticket holder and a keychain, after a month I received a -partial- refund, only for the keychain, but I was still waiting for the ticket holder. I wrote several times to the customer care, asking for the delivery date or a tracking number, and three different people replied, each one specifying a different shipping date! So I can presume that they lied... At the end of november I asked for a total refund or a new shipment and they choose the second, today it's january 14th 2013 and I still haven't received my package!! very very very disappointed. I won't purchase Cath Kidston goods anymore.
written by on 06/01/2013
Order placed on the 11th Dec. Arrived 4th January. Initial parcel evidently got lost in the post. By far worst postal service I have used. My email enquiries where not answered. A phone call just fobbed me off.....'give it more time' although the member of staff I spoke to was polite. Never again.
written by ccifuentes76 on 15/10/2012
I bought a pyjamas (top ans shorts) and in the first in some parts of the top, the color run off (like if it was in touch with bleach) I complain to the shop and they give me a new ones with the same problem after a wash. I think for a £32.00 product this is the poorest quality clothes that I have experienced ever. Primark clothes are much cheaper (similar product for £8.00) and they are much better quality. Why would I buy something again from this company, made in China and cheapy quality for a price like a luxury brand??
written by on 23/11/2011
I ordered this item for a weekend away I said I need it by the Friday. It did not arrive and in fact it still has not arrived. I have called to ask how the item was delivered but the staff do not know if it sent by first or second class and I have been advised that there is no track and trace. Completely ridiculous. I am an avid internet shopper and I wish I had just got it from somewhere reliable such as John Lewis. It is my intention to cancel the order. I was so peeved by the slow delivery that I googled it and found that I am not alone and that slow delivery is the norm. My tip go to the shop if you can or seek an alternate distributor.
written by on 07/11/2011
I ordered a handbag from Cath Kidston hoping that it would last me for years. Within 4 months of normal use the stitching attatching the handles was coming out and there were holes in the seam. I was told to pick a replacement on the website, as my bag was no longer available, and to send it back recorded. I did this, and I picked a bag that was of similar price, but it was a bit more expensive because mine was in the sale. Once they had recieved my bag I got a phonecall saying that when they had received the difference in price they would send my bag. I think this is ridiculous. They messed up by sending me a faulty bag which they cannot replace, they should stump up the difference. That would be good customer service, and I would take a chance on ordering from them again. But pay MORE money to possibly get another duff bag? No thank you Cath Kidston.
written by FionnualaGlover on 13/07/2011
I ordered a Cath Kidston Butter dish for my mothers birthday. I paid £10 for postage and packaging despite the fact that I am a UK resident and therefore should have been charged £4.95. It has been nearly 3 weeks and there is no sign of my order. I have emailed the website 3 times and have called the helpline countless times resulting in me being put on hold for over 30 minutes then eventually giving up. I am disgusted at the level of customer service I have received. I am not giving up on contacting them and am looking forward immensely to the moment one of their 'advisers' pick up the phone. Shocking service.
written by on 04/07/2011
Website moved at a snail's pace when I ordered my items. It took fifteen minutes to order two things! Despite receiving an email indicating that they would "aim to deliver within 5 working days", there is still no sign of the items after eight. I was told by a sullen woman on the phone that "The terms and conditions of our delivery state it can take 14 working days when sales are on". Why not advertise this at point of order? Agree with all other reviewers. Service like this in the 21st century, when the Amazons of this world can deliver free within 3 working days, is unbelievable. Even the cottage industries on ebay manage better. Avoid!
Written on: 06/07/2011
Similar situation with me too - Ordered 22/6/11 & still no sign. Chased up last week & was told i had to allow until 07/07/11 before my order could be reported as missing. Spent 45 minutes today getting thru to customer services but being left on the line with no operator - I could hear background conversations but nobody there on 3 occasions to speak to me! This annoyed me further. Finally got to speak to a lady who now tells me the order can be officially recorded as missing - unfortunately now though the 3 sale items i ordered are out of stock. Am waiting callback from supervisor since 1:15pm today as i want to complain re standards of service with website ordering & telephones. Chased call up @ 4pm & requested call back before going to work @ 4:30. Message for me when i returned that supervisor called & will be available to contact until midnight - have tried twice & her answerphone is on - very disappointed with completed transaction.
Do you have a question about this product or company? Simply type it in the box below and one of our community will give you an answer
Once we've checked over your question we will put it live on the site and our strong community of experts will hopefully give you some great answers that you find useful.
We will email you when the question is on the site
As rated by our community of reviewers
Ckcustomerservice's Response to abcde1111's Review
Written on: 03/12/2013
I am very sorry that you were unable to get hold of the lovely kitchen scales. A few items from the new range were put online as a sneak peak of what was to come so it may have been that we had not received them into stock when you visited store, i am sorry if this was not communicated to you.
I hope that since submitting your review you have been able to buy some, otherwise I am pleased to advise that we are due to be receiving them back into stock in the New Year. if you would like to email us, we would be more than happy to provide you with further details.
Many Thanks
Cath Kidston Customer Services