KITHReviews of kith.com

On site returns are not working for my order despite using the same order number and email address stated on the app and all email confirmations. Over email they said they’d send me a shipping label and gave me a 14 day deadline to return it even though they still hadn’t provided the label to me. Now nearly a week into that deadline and they haven’t replied to any of my three follow up emails or provided me with any method of returning my order. Their customer service falls way below their price point and supposed position as a luxury brand.

Kith is one of the best websites from which to make purchases. Once you place an order, you’re kept informed and updated on the purchase throughout the process. Not only that, if you have questions or concerns after purchasing, their customer service team is exceptional and responds to queries within 24 hrs, something a lot of companies fail to do. Their website is easy to navigate and they accept many forms of payment. I’ve always had a five star experience with this company.

The staff at the Chicago location is exceptional. I would recommend visiting them!

Very poor returns experience for what is supposed to be a premium brand. I purchased several items online as birthday gifts for my son and needed to return a couple of them. I visited the Kith London Regent Street store, but the staff were dismissive and simply said they couldn’t help, without even looking at the items or attempting to offer a solution. To make matters worse, the phone number advertised online for the Regent Street store appears to connect to the restaurant next door and just goes to an answerphone. The WhatsApp number they advertise also goes unanswered, making it virtually impossible to speak to anyone. I then tried to process the return for my UK order through the UK Kith website, only to be told that my order number was not recognised, leaving me completely stuck. To add to the confusion, my wife had unknowingly placed one order on the UK website and another on the US website. Both sites displayed prices in GBP, so it wasn’t at all obvious that one purchase was being made through the US store. We only discovered this when trying to return the items, as the US order appears to be subject to a completely different returns policy and, from what I’ve been told, is only eligible for store credit rather than a refund. Having since looked on Trustpilot, I can see many other customers reporting similar issues with returns and customer service, which is disappointing but not surprising given our experience. For such an expensive, premium brand, the whole returns process is shockingly poor. It genuinely feels as though every step is made unnecessarily difficult, from contacting the store, to returning items in person, to using the online returns portal. I wasted an entire morning trying to return a couple of gifts and was left with no resolution. Ironically, I’ve found returning items on eBay to be a simpler and more customer-friendly experience than dealing with Kith. If you’re considering ordering from Kith online, double-check which website you’re buying from, even if the prices are shown in GBP, and make sure you understand the returns policy before you purchase.

Was able to get my answer quickly and resolved quickly!

Fast response

Great response time and information provided

The quick response - I sent an email inquiring about tracking information for a product that I had won. I was reminded about the rules of the submission. Upon verifying the rules, I completely overlooked the time and process. I sent a response email to thank him for the professional customer service support. Treat others as you would like to be treated.