KELLY OBI NYReviews of kellyobi.com

Response from KELLY OBI NYSep 4, 2024

Hi Ugochi! We’re really sorry for the hassle, and we totally get your frustration—it’s the last thing we wanted for you! Huge apologies if it felt like we were ignoring you and for making you feel that we've ghosted you. We truly care about all our customers’ concerns, not just the ones on Trustpilot. We’re a small team, and we're here Monday to Friday, 10 AM to 5 PM EST, so we’ve been catching up on weekend messages—including yours from Saturday. We sent you an update yesterday about your order—it’s on the way! Since it’s already in transit, we couldn’t stop the shipment, but don’t worry—once it’s delivered, we’ll be more than happy to assist with your return and refund. Just give us a shout, and we’ll handle the rest. Massive thanks for hanging in there! We’re here to help and make things right! —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 Vivian. We're really sorry to hear about the delay with your order—this is definitely not the experience we aim to provide. 😔 We did run into a snag with our inventory process for orders placed between August 12-15, and while we've emailed affected customers (check your spam and promotions folders just in case!), most of these orders shipped out on August 22nd and 23rd. To keep tabs on your order’s status, you can use our order tracking page right here: https://kellyobi.com/apps/tracktor/track. Just pop in the email address linked to your order and your order number, and you'll see the latest updates. If you still haven't received your order, please reach out to our Customer Appreciation team to open a ticket case at [email protected]. We’re more than happy to do some sleuthing for you to get this sorted out! Thank you for your patience, we're here to help make this right! —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 NYAug 28, 2024

Hey there, Saima! Thanks a lot for taking the time to share your experience with us —though I wish it was under better circumstances. I'm genuinely sorry to hear that the item didn’t quite hit the mark. We aim for fabulous, but it sounds like we missed by a mile this time! 😅 About the quality of the Rainbow Paint Pleated Set, that definitely doesn't sound like what we strive for. Your feedback is golden, and you can bet it's already on its way to our product team. We want our clothes to feel good as they look, and we're committed to making that happen. As for the shipping surprise, we get it! Since you're outside the US, we try to send orders from the closest warehouse to speed things up, but we'll work on making that clearer to avoid any more "where in the world?" moments. We'd love to look into this further, so if it’s not too much trouble, could you please email our Customer Care team with a screenshot of the tracking details you received? This will help us do some detective work and figure out what happened. Thanks in advance for your help with this! I'm glad to see our Customer Care team could turn things around with the full refund, though I get that it shouldn't have gotten to that point in the first place. We're always here to help and improve, and we'd love another chance to wow you. If there's anything else we can do, if you have more feedback, we're all ears! Thanks again for giving us the opportunity to learn and grow—we promise to do better next time! Much love— The Kelly Obi NY Customer Care Squad 🖤✌🏽 Storefront: www.kellyobi.com | FAQS: https://kellyobi.com/a/detective-faq | Holler: [email protected] |

Response from KELLY OBI NYAug 26, 2024

Hey Kaisee! Your “Kelly Obi don’t play with me!” definitely brought a smile to our faces, and we’re on the same page with you. 😊 To keep you in the loop, our standard order processing time is 4-5 business days. Once your order hits the road, it typically takes 7-14 days for delivery. This info is clearly outlined on our Order & Delivery and FAQs pages for your convenience. We know your event is in September, and since there's a chance the dress might not make it in time, we've paused the fulfillment of your order and have already issued a refund to ensure you're not left hanging. Massive apologies for any inconvenience this might cause. We also want to acknowledge that the reviews on Trustpilot may have caused some anxiety. While we’ve had a few bumps along the way, these 17 negative reviews don’t reflect the thousands of quietly satisfied customers we’ve served since launching last year. We wish we could offer expedited shipping, but since we provide free shipping to all our customers in the US and around the world, our current shipping options are the most ideal within this setup. If you have any further questions or need assistance, feel free to reach out. Thanks for giving us a shot, and we hope to serve you in the future with a better timeline! —The Kelly Obi NY Customer Care Squad 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYAug 28, 2024

Hey Sal! Thanks for sharing your feedback with us even though it's a bit of a tough read. We’re truly sorry that your experience has been so disappointing. 🙁 It really bums us out (that's actually an understatement) to see the word "scam" being thrown around like it’s what Kelly Obi is about. It doesn’t do justice to the incredible women hustling hard behind the scenes or to the thousands of happy customers who are loving their Kelly Obi finds. We’re genuinely here to provide great fashion and even better service—nothing shady, promise! Now, about the quality—you have our massive apologies if the item you received didn’t hit the mark. We know that taste and perceptions of quality can vary, and we're committed to making everyone happy, so we’ve made our return process super easy and straightforward. Our Customer Care team is also here to assist with your return request. If you could send over your order number, complete name, and a picture of the item to [email protected], we'll spring into action and sort this out for you. And regarding the missing tags—yikes! We agree, that’s not acceptable. If you can send us a picture of the item, we’ll wave a red flag with our manufacturing partner and make sure it doesn’t happen again. Finally, about wishing you had checked the site before ordering—fair point! We all have those moments of hindsight, but we genuinely hope this is a learning opportunity for us too. We’re committed to showing you that Kelly Obi isn’t a “buyer beware” kind of place but rather a brand that listens, learns, and aims to do right by its customers. The best place to start getting to know us as a brand is through our FAQs page right here: https://kellyobi.com/a/detective-faq and our Reviews page here: https://kellyobi.com/pages/reviews-1. We’d love the chance to turn things around for you. We’re constantly working to improve, and your feedback is a big part of that. Thanks again for giving us the opportunity to learn and evolve! —The Kelly Obi NY Customer Care Squad 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYAug 26, 2024

Hey A Shank! We’re really sorry to hear about your experience—no doubt, that sucks, and it’s definitely not what we aim for. Your trust means a lot to us, so we want to address your concerns directly. Regarding the shipping delays, we completely understand how frustrating that can be. And as for the quality of the items, we sincerely apologize that they didn’t meet your expectations. That’s not the standard we strive for, and we take your feedback seriously. We also want to clarify that while our inventory does change frequently, we never intend to mislead anyone. Like other brands, our items can go out of stock or be removed from the site, and that includes our swimsuits. We get how this can be confusing and upsetting, and we’re really sorry if it came across as dishonest. If you feel you were scammed, that’s a major concern for us. Please reach out to our Customer Care team at [email protected] with your order details (order number, shipping address, and email) along with 2-3 snapshots of the swimsuits you received. We’ll work on a solution for you, whether that’s a refund to your original payment method or store credit. Lastly, we want to reassure you that we’re a US-based, Black-owned brand located in Kearny, NJ—right on John Miller Way. We’re here to make things right and look forward to hearing back from you. —The Kelly Obi NY Customer Care Squad 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYAug 24, 2024

Hello, Wanda! Thanks a bunch for taking the time to leave your review. We genuinely appreciate hearing from you, as it helps us evolve as a brand. Firstly, huge apologies for any confusion regarding our customer care channels. We know how important it is to have easy access to support, and while we don't have a toll-free 1-800 number, we've chosen to focus on worldwide channels like email and chat. This way, no matter where you are, we can be there for you. Plus, we're all about sustainability and innovation, so streamlining our services to digital platforms helps us reduce our environmental footprint while embracing the future of customer care. We'd like to let you know that we found your email in our queue today, and one of our Customer Care team members has replied with an update on your order. After double-checking our system, I see your correct order number is 42197 and your dress is on the last stages of our order fulfillment process. To give you a better idea of how we roll, we stick to a 4-5 business day order processing time (not counting holidays and weekends), with a typical transit time of 7-14 days, usually through USPS. Here's the link to our FAQs page to help set your expectations better: https://kellyobi.com/a/detective-faq. If you have any other question or need further assistance, feel free to reach out or reply to our email thread. We're happy to assist! —The Kelly Obi NY Customer Care Squad 😽 | Biz Hours: Mon-Fri, 10AM to 5PM EST | Online Storefront: www.kellyobi.com | Holler: [email protected]

Response from KELLY OBI NYAug 21, 2024

First off, let us say how incredibly sorry we are for the frustrating experience you've had with your order. We've definitely dropped the ball here, and we completely understand why you're disappointed. You ordered your boots back in June, and here we are in August with no boots in sight—that’s simply not okay. We looked into our system and found that order OID 35257 is associated with your name. We immediately contacted our partner courier to investigate the issue. It turns out they encountered a scanning and processing problem, which caused your shipment to be put on hold. This is why your tracking information has been stuck at their hub in Fremont, CA, showing the status "Scanned Parcel Processing Delay." We know this is far from the service you expected, and we sincerely apologize for the delay and confusion. We don't take our mistakes lightly, and we're serious about making things right whenever we slip up. That's why we've issued a full refund for your boots. You should see the refund confirmation in your inbox at the email address linked to your order. Depending on which bank you're with, your refund will reflect in your account instantly, or may take 3-5 banking days. Carole, we truly appreciate your patience (even if it's been tested to the max), and were sorry that we let you down this time. We hop you'll give us another chance in the future to show you the kind of service we strive to provide. Thanks so muchly for flagging us on this, and again, massive apologies for the hassle. If you need further assistance or have any follow-up questions about your refund, please don’t hesitate to email us at [email protected]. 🙏🏾💋