KELLY OBI NYReviews of kellyobi.com

Response from KELLY OBI NYOct 23, 2024

Hello Laurel. So sorry for the hassle with your order—definitely not the experience we aim to deliver. I completely understand your frustration with the dress and the return process. 🙁 To give some context, we generally charge return shipping fees to maintain fair pricing and discourage unnecessary returns, especially for non-defective items. This approach helps reduce our carbon footprint and supports more sustainable shopping practices. However, our system automatically waives return fees if an image is provided for a damaged or defective item. In your case, it looks like the RMA didn’t have a supporting image, which is why the fee wasn’t waived initially. I did see in our conversation thread that you were promised the fees would be waived, and I apologize that it took us a bit longer to get that resolved. We’ve now waived the return fees and issued a refund to your original payment method as of 10/22, once our returns team received your dress on 10/21. Thank you for your patience, and we hope to serve you better next time. Please reach out if you need any more help. —The Kelly Obi NY Customer Appreciation Team

Response from KELLY OBI NYOct 22, 2024

Hey Christiane. We’re truly sorry we didn’t hit the mark with your shoes. We understand you’re frustrated, and we appreciate you taking the time to share your experience. While we saw you mentioned in our conversation thread that you’re no longer looking to work with us on this issue, please know that we’re still more than willing to resolve it. 💛 We’d be happy to issue a full refund. All we need is for you to give our Customer Care team a holler at [email protected] and send an image of the shoes you received. This will also help us red-flag the matter with our manufacturing partner to prevent future issues. The offer stands, and we’d love to make this right for you! Thank you for your feedback—it truly helps us improve. 🙏 —The Kelly Obi NY Customer Appreciation Team

Response from KELLY OBI NYNov 13, 2024

Hello Sharon! Just circling back here to update everyone reading along—we dove right into your ticket on this issue, so we didn't get the chance to reply here sooner. :) And thank YOU for sticking with us! Yes, you've been a great customer. I noticed you've placed 10 orders since June (with your latest in October 24). If you ever need help with anything, just drop us an email as usual. Oh, and quick heads up: your latest order (the pre-order long sleeve) is scheduled to ship in the next 4-5 business days. To keep tabs on it, feel free to use our order tracking page (just pop in your order number and email address). We'll also send the tracking info to your inbox as soon as it ships, just like usual. Thanks again for your incredible support and understanding! You are a dream, Sharon! 🧡 —The Kelly Obi NY Customer Appreciation Team 😽 Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYNov 13, 2024

Hi, Keidra. I’m so sorry we couldn’t get back to you here sooner—it sounds like we really dropped the ball on this one, and I completely get why you’re disappointed. It looks like your order got stuck in a snag with our shipping partner, which led to unexpected delays. Trust me, I wish I could send out a search party for these packages sometimes! I know this isn’t what you signed up for, and I’m really sorry for keeping you waiting. I hear you—seeing other companies deliver in 5 days must make our timeline look a bit sad. Since we offer free worldwide shipping, we typically use standard services like USPS, DHL, FedEx, or UPS to keep costs down. This can sometimes mean longer delivery times, especially during peak seasons or when our partners face unexpected issues like extreme weather. We couldn’t find any open tickets linked to your order in our system, but please know we’re here to help and would love the chance to make this right for you. Also, just to clarify, our 14-day return window starts from the day you receive your order, not the day you place it. So no worries there—you’ve got time! If you’d like to get this sorted out, please reach out to us at [email protected], and we’ll make sure to take care of it. Again, I’m really sorry for the disappointment, Keidra. Hope to hear from you soon! —The Kelly Obi NY Customer Appreciation Team 😽 Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYNov 13, 2024

Hello Yolanda. So sorry we left you crossing your fingers and hoping for the best—I’d never want to make you feel that way! I did a little digging into your order (it's actually #46767), and I see that your fabulous finds made it safely to Brooklyn. Both packages have been delivered: your Washed Denim Waist Wrapped Skirt and the Hollow Love Diamond T-Shirt on 10/01, and the Balloon Elastic Waistband Denim Jeans on 10/05. We also sent you an update with the shipping details via the ticket case you opened on 10/04 but it looks like we haven't heard back from you since. Please give us a shout if there's still something amiss—we’re here to make sure everything is sorted out for you. And hey, if you could update your review when you have a chance, we'd really appreciate it. I mean, a good story deserves a proper ending, don't you think? :) —The Kelly Obi NY Customer Appreciation Team 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYNov 13, 2024

Hi, Miss Mollie! I know this review is from a while back—so sorry we missed it. That’s completely on us. We tried searching our system using your name but couldn’t find any orders under “Mollie Cleland.” I’m really sorry you had trouble getting through to us. Just to clarify, we do have three official customer support channels: our inbox at [email protected], the Contact Us page on our website (https://kellyobi.com/pages/contact), and our Chat channel (available on the App and website). All of these will create a ticket for you when you reach out. That said, we’re a small but mighty team, so our response time can be 2-3 business days. I know that’s not lightning-fast, but we promise to give each customer the attention and care they deserve. Can you let us know if you were able to connect with our CS team? And more importantly—did your Kelly Obi finds make it to your closet? Please give us an update so we can sort this out for you and, of course, keep everyone reading this in the loop. No one likes a cliffhanger ending! 😅 —The Kelly Obi NY Customer Appreciation Team 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYSep 4, 2024

Hello Jeri. We're really sorry to hear about your experience, and we totally get why you you're upset—it’s never our intention to let down our customers. Just to clarify, Kelly Obi NY is not affiliated with Souk & Sepia. Some of our team members did work with them before but we're a completely different brand with our own unique approach. It's honestly a real bummer that a not-so-great experience from another brand is affective your view of us, but we're here to make things right. We did some digging into your order, and it looks like you received one of our Made in Nigeria pieces. We've flagged this issue with our manufacturing partner in Lagos, and all hands are on deck to figure out where things went wrong. We're tightening our quality checks to ensure this doesn't happen again. Regarding your concern about false advertising, we truly value your hard-earned money, and we would never intentionally mislead our customers. Your trust is incredibly important to us, and we're committed to earning it back. We have a straightforward return and exchange process, and in this case, we'll personally assist you in returning your dress and getting your refund. Please keep an eye for an email from our Customer Appreciation team—it’s never our intention to let down our customers. We genuinely apologize for the inconvenience and appreciate your patience as we work to fix this. We hope we can turn this around for you! —The Kelly Obi NY Customer Appreciation Team 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]