KELLY OBI NYReviews of kellyobi.com

Response from KELLY OBI NYAug 13, 2024

Hi Brenda. Thank you for sharing your thoughts—this gives us the perfect opportunity to set the record straight and prevent any misconceptions from spreading. Massive apologies for the confusion and delay surrounding your order #39085. Unfortunately, in the fashion and online shopping world, these things sometimes happen, no matter how much we try to prevent them. Factors like coming across production issues or extreme weather conditions can cause shipping delays, adding to the frustration. Just to fill you in and shed light on your concern: On July 26th, we reached out to inform you that your Floral Denim Beaded Corset Top was delayed, with delivery expected between August 28-31st, and asked if you’d prefer to wait or get a refund. That email, titled "Important Update: Your Order Delivery and a Special Gift Inside! 🎁," might’ve landed in your spam or promotions folder. After you contacted us on July 29th, we replied the same day to let you know that we got your message. On the 31st we finally got to your queue and gave you an update and included a screenshot of the original email. It seems we didn’t receive a follow-up, and we understand you’ve since placed a stop payment. We’re actively working with your bank to ensure everything is resolved and have covered the chargeback fees too—a scam company wouldn't be so eager to work with the bank to make sure you get your money back, don’t you think? 😉 Again, we truly appreciate your feedback. Should you ever need any information about your order that your bank asks, please do let us know by replying to our existing 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 1, 2024

**UPDATE: August 12, 2024** Hello Mrs. Powell, We wanted to update our reply here so anyone checking out our reviews is aware of the latest message you sent us via our [email protected] inbox. Here’s what you shared with us: "Grateful to report that I did get my product. Thank you so much. It is scary taking chances on this new way of shopping. I have been taken advantage of before, so to find that this company went the extra mile to make sure I received it is rare and a blessing. Thank you." We can’t thank you enough for your kind words and for giving us the chance to resolve your concerns. Your objectivity and patience mean the world to us, Mrs. Powell. We truly appreciate you! 🙏🏽🫶 **August 1, 2024, Reply** Hello Linda. We're really sorry for the inconvenience. I'm really sorry for the inconvenience. Our customer care team received your emails last night and have just replied. Our team operates during EST business hours, which may have caused the delay. Using the email address you used to message us, we couldn't find any of your orders. Did you use a different email or order through Facebook or Instagram? If so, please check your order status in the relevant app. To assist you further, could you get back to our Customer Care team with the ff. information, please? 1. Email Address linked to your order 2. First and Last name 3. Shipping Address 4. Billing Address Our Customer Care team will then locate your order and update you on its status. Please note our order processing time is 4-5 business days, with transit times of 5-14 days. For more details and to set your expectations on how the brand rolls, visit our FAQs page here: https://kellyobi.com/a/detective-faq As for our being affiliated with Souk & Sepia, while you aren't the first one to point that out, we'd like to clarify that, nope, we're not at all the same crew. Some of our team members have worked with them before, though, which might explain the similar vibes. Looking and moving forward to sorting this out for you. Thank you for gracing us with your patience!

Response from KELLY OBI NYAug 1, 2024

Hey there, LaTasha! We just wanted to say a massive sorry for getting back to you so late—we’ve only just claimed our account here on TrustPilot. Your support has been fantastic, and it pains us to see you disappointed. The recent severe weather conditions have indeed affected our shipping and delivery times with USPS on your last order with us back in May and June. Normally, as with your previous three orders, our delivery process, including order handling, takes just 2-3 weeks. We’re eager to regain your trust and would love to make things right. If you're willing, please get in touch with us so we can extend a gesture of goodwill to you. Thank you so much for choosing us, LaTasha!

Response from KELLY OBI NYAug 1, 2024

Hey Seonaid, hi there! Massive sorry for the super late reply. We just got control of this TrustPilot account a few days ago, and since we didn't create it ourselves, we couldn't reply to you right away. So, we’re only just catching up—thanks for your patience! First off, we’re really sorry about the confusion regarding our Returns Process and Policy. Apologies too for giving you the impression that our return policy is shady. Let’s clear things up: we do not offer a refund in store credit that’s double the price of the item being returned. Here’s how our returns work: (1) Exchange; (2) Refund to the original payment method; (3) Refund to store credit + $20 worth of credits (not half the price of the item) For refunds to the original payment method, if you’re returning an item because it was damaged or you received the wrong item, the return labels are absolutely free. However, for returns due to reasons like 'does not fit' or 'change of mind,' we do charge a shipping fee calculated based on the weight of your package and your location. Looking at your RMA, I see that a refund to your original payment method was issued earlier today. Depending on your bank, the refund should post to your account instantly or may take 3-5 banking days. We hope this clears things up and again, we’re really sorry for the inconvenience you experienced. Thanks for your feedback—it helps us improve!🧡🙌🏽🫶🏽

Response from KELLY OBI NYAug 1, 2024

Hey Tandi. So sorry to hear about the issue with your order. We totally didn’t mean to cause you so much inconvenience. We did some sleuthing in our system, and you’re right—your order was delivered on 4/3 via USPS. We also found our correspondence with you, including our reply to your inquiry about the status of your order with the tracking details. This reply might have ended up in your spam or promotions inbox, which happens more often than we’d like. Just so you know, the updates you see on your package’s whereabouts are managed by our partner couriers. Sometimes, they have trouble delivering packages and updating a package’s location in real-time due to extreme weather conditions or other transit issues, even if it's moving within their network. Unfortunately, it seems your package got caught in one of those delays. We’re truly sorry this happened to your order. It’s really sad to hear that this not-so-pleasant experience has made you decide not to use us again. However, if you ever change your mind, we’ll make sure to make it right by you and work hard to give you the best possible Kelly Obi experience. Oh, and sorry for the super late reply. We just got control of this TrustPilot account a few days ago, so we’re catching up—thanks for your patience!🫶🏽🧡🙌🏽

Response from KELLY OBI NYAug 1, 2024

Hey Felice. Wow, we really appreciate you sharing your thoughts with us. First things first, we’re really sorry to hear about your experience. We only just got control of this TrustPilot account a couple of days ago, so we’re a bit late to the party—apologies for that! As for the "shady shop" label, it’s a real heartbreaker for us. We’re not shady, just occasionally a bit overwhelmed—but we’re always working hard to ensure our customers have a smooth experience. We know those auto-generated messages can feel like a crock sometimes—they’re meant to let you know we got your message and that help is on the way, even if it’s a bit delayed. Our average response time is 12-24 business hours (excluding weekends and holidays, of course). As for returns and refunds, we’ve got you covered. If there had been an issue with your putting in your return request of your order from months ago via our Returns Portal on our website, please reach out to us directly and open a ticket case at [email protected] with your order number or RMA. If you don’t have these handy, just include your shipping address and full name, and we’ll spring into action to sort things out for you. We appreciate your patience and hope you’ll give us another shot in the future. We’re here to help and ensure you have a positive experience with us moving forward, Felice. 🫶🏽🧡🙌🏽

Response from KELLY OBI NYAug 1, 2024

Hey there. Thank you so much for sharing your candid feedback! First off, apologies for only just replying to your review—just so you know, we didn't create this TrustPilot account. We only just got control of it a couple of days back. We're sincerely sorry that our auto-replies didn't serve their purpose. They were supposed to make sure everyone knows we received their messages and that help is on its way—albeit, with a delay. We want to let you know that we work our way through the queue as fast as humanly possible. Our average response time is 12-24 business hours (excluding hours outside business operations from 10 AM to 5 PM EST, Mondays to Fridays). As for our order status updates, there may be a possibility that these email notifications took a detour to your spam or promotions inbox—it happens more often than we'd like. That's why we've made sure to have an order tracking page available on our website where you can just pop in your order number and the email address linked to it. Here’s the link to our order tracking page: https://kellyobi.com/apps/tracktor/track. We genuinely appreciate your patience and understanding. It’s definitely not the experience we aim to provide, and we're working hard to improve our communication and service. Also, just to be transparent, the updates you see on your package’s whereabouts are managed by our partner couriers. Sometimes, they might have trouble scanning and updating a package's location in real-time, even if it's moving within their distribution network. If your order from months ago still hasn't reached you, please let us know by opening a ticket through our Customer Care inbox at [email protected]. Be sure to include your order number. If you don’t have it handy, just provide your shipping address and complete name, and we’ll pull up your order from our system and issue a full refund. We’re here to help and ensure you have a positive experience with us moving forward. Thanks again for your feedback—it helps us get better! 🫶🏽🧡

Response from KELLY OBI NYAug 1, 2024

Hey Sophie. Oh boy, we know this reply is way overdue—sorry about that! We only just got control of this TrustPilot account a couple of days ago. It wasn't created by us, just so you know. You're absolutely right; we did run into a production issue with our partner manufacturers in February, which caused us to refund some of the affected orders. Trust us, it was just as deeply frustrating for us as it was for you. We issued the refund immediately because we owe it to you to make things right. 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. ShopPay and Affirm have very strict requirements before allowing a business to open an account with them, and the same goes for Shopify, which runs our e-commerce site. These companies do thorough background checks. The payment method options we offer to all of our customers alone would let you know that we are a legitimate US-based business. We aren't sure if this reply would still matter to you, but from all of us Kelly Obi women working behind the scenes, please accept our deepest apologies for the item you ordered that didn't make it to you. We know how disappointing that is, especially when you were looking forward to it. We sincerely hope that if you ever find yourself giving us a second chance, we'll continue to do our best to provide you with the best experience possible. Thanks for your understanding, and take care!🫶🏽🧡