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. Denise Townsend of 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.
im a very big fan of cath kidston for the past 8 years and regularly order from the website but lately iv have become very annoyed when ordering items from the sale section and upon receiving my order found certain items to be missing. this has happened to me with my last 3 consecutive orders. fair enough items become out of stock, but why does the website say they are in stock and then let you pay for them. i only found out they were out of stock when i received the parcel and emailed them myself to find out where my items were. they do take a long time to reply and it really annoys me that they clearly cant be arsed to update the website when items sell out. when spending £200 on flowery goods i do not expect to be treated in this way. i dont have any faults with the items, their quality and their price however. cath kidston designs are always high quality and good looking, but i think the issue with website stock needs to be seen to.
I have always liked the look of cath kidston products and on occasion i've splashed out bit and treated myself.
It's the patterns I've always liked and whenever i've brought crockery etc it's been fantastic but some of the clothing items especially are ridiculously priced. I brought a skirt a few years ago for £80 (an awful lot on a student budget when commuting to two different counties every day!) It was unlined and was made from calico, not even a nice quality fabric. There must be one hell of a mark up on these products! I found this still to be the case after a cath kidston store opened up in nottingham and i had a look at the dressing gowns, they were lovely patterns but the fabric quality was more like what i'd expect to get in primark. Despite being rather miffed and feeling a bit ripped off i decided to let it go as I'm not usually one for complaining.
A couple of years later I visited the cath kidston store in birmingham selfridges and found a pair of white floral canvas shoes. There was one pair left in my size but they had a huge yellow stain all down one side where the canvas had been covered with adhesive. They were patently faulty in terms of their quality and i certainly wouldn't have expected them to try and flog them at their full price. I asked the cashier if they would sell them at a slight discount but was told no, even faulty items do not get marked down. Naturally the shoes got left at the counter!
I had my most recent issue with cath kidston yesterday, the straw that broke the camels back and has spurred me on to post my anger!
I visited the cath kidston january sale and purchased a good £56 worth of products. The next morning I checked my email and found that my card had been declined and i would need to call their customer services, and so i did!
I managed to get through to a girl who confirmed the goods i'd tried to order and put it through manually over the phone.
I was in no rush for the items so I didn't have an issue with speed of delivery, however i was most disappointed when i opened my parcel to find half of the goods i'd ordered were missing.
I immediately called their customer services and was on hold for over 15mins. Eventually a lady answered and I explained the problem, and she put me on hold for 5 mins while she looked into it.
Apparently the products i'd originally ordered had gone out of stock during the time my card wasn't processing and they didn't know when i sorted the order over the phone. She then went on to tell me they'd sort out a refund for the products.
This absolutely stumped me as this meant I'd been charged for products, not been informed they were out of stock, and received no contact or even acknowledgement that I was due a refund.
My issue is not with the staff in customer services, they have their T&C's and were all pleasant enough. I've worked in retail for many years and even in my current role I have to deal with products going out of stock but they have ALWAYS been contacted within 24 hours of placing the order and the products showing as out of stock, and the refund would certainly have been put back on the card. This isn't the customers responsibility to chase up!
Given this is a popular company with many shops and outlets all over the world , you would have thought that the owners would have got their heads around the idea that a world famous brand with an online presence can be very profitable...and they would be right except that for the fact that the bring and buy stall my daughters Brownie pack ran last week was more organised and aware of customer service that this shambolic mess of a business. Statements like " we aim to process your order within 5 working days" do just not cut it in today's virtual market place. Even the one man businesses run on eBay using Royal mail perform better than this. I ordered a bag for a birthday present and received an acknowledgement straight away. Expecting the order to be dispatched soon afterwards , I was surprised when 5 days later I had received no notification. On calling the company , the person I spoke to was unable to tell me if the order had been sent or not for certain and if it had she would not be able to give me a tracking number because she didn't know who it had been sent with. I checked the website for some clarification of the delivery details and was surprised to find no information with regards to this , just some lame statement about them not being responsible for third party deliveries and no time limits on when I could expect to receive an order. Oh sure they were very apologetic on the phone but that's not really the point. I decided to check trust pilot to see if I was alone and it's clear from the reviews that I am not. Thankfully I received the bag but I'm glad it's not my name over the business , I would be ashamed.
I ordered a set of glasses, among other things, for my friends birthday. With other companies delivery would be free but with cath kidston it's not. I thought paying for postage would ensure a fast delivery. How wrong I was. The order arrived 8 days later! 8 days! I would find this acceptable if the postage was free, but not if I've paid. I found that one of the glasses was broken so I emailed to let them know and asked if I needed to send it back. I got a reply 3 days later saying they would send a replacement. I still haven't received my replacement tumbler and its 13 days since I sent the email to let them know, and nearly a month since I placed the order. Absolutely ridiculously slow service. I certainly won't use them again.
The very first time used the online service, I ordered £100 of items online at 8pm with next day delivery, got to work next day to expecting to see a confirmation e-mail, nothing, logged into my account, order history empty some 16 hours after my card stated order complete. Assumed in this day an age that if you have no record of making a purchase it hadnt gone through. So reordered everything again at 12.30 as i needed next day delivery, (order by 3.30) and instantly i got an e-mail and the orders were in my account. At 2.00 pm i get another e-mail thanking me for ordering the same items and my account held a duplicate order but in a slightly different order.
The penny drops, it would appear the first confirmation was for my order some 16 hours previously. What company has an online service which doesnt update orders instantly whilst offering next day service. I sent an e-mail staing the duplication and was told they had noticed the duplication but hadnt contacted me. I asked for a tracking number as the account just states complete, the first e-mail reply said your orders on its way and should arrive tomorrow. I replied i know its on its was and it will arrive tomorrow as the contract is for next day delivery. Eventually i got a reply with the tracking number. So to recap my first time customer, first order disappears into a black hole, i order twice, i chase mistake twice. One thing i can guarantee wont happen twice is using this service.
We bought a peg bag from [name](in store) - it was a bit rubbish - a plastic bag on a coat hanger. Tried to live with it for a little while but it was very annoying it was plastic and to be fair the hole was a little small to grab a handful of pegs. We spend an awful lot of money at [name] - so I think we count as one of their better customers. I complained by e-mail asking for a refund/credit and got a very long response from [name] the very next day which was very impressive. The e-mail was both chatty and polite. Was wasn't so impressive was the content - which, paraphrasing, was
"we don't care if you are a very good customer of ours - we designed a crap product - we sold it in a sales and now you're the sucker stuck with it - ha ha we don't do returns on sale items - sucker".
Incidentally the product has been discontinued which is very telling. [name] could learn a lot from [ext ref] or just from industry knowledge which is that it is 10 times more difficult to gain a new customer than turn round a disillusioned existing one.
Very silly policy [name].
This is the product:
And this is the reply. You may or may not agree with my paraphrasing.
Thank you for taking the time to email [name], I hope you have had good week so far?
I am happy to hear that your wife is such a fan of ours, I can understand your opinions regarding the brand though, unfortunately the floral nature of the products does not appeal to my other half either!
I am so sorry to hear that you are not happy with the English Rose polyester peg bag that your wife has purchased. I was unable to locate an account for you, was the peg bag purchased online or instore?
Here at mail order we never want any of our customers to feel unhappy with any of our products so if the item was purchased online or over the phone we offer a 28 day returns policy if the item is in it’s original condition.
We feel that this allows customers adequate time to inspect the product before use to ensure they are happy with their purchase.
In store unfortunately sale items are non-returnable as we feel customers have the opportunity to inspect the item before purchasing.
I can see that there has indeed been a negative review for this product online. We produced this product with the knowledge that some customers may hang the peg bag outdoors therefore we chose the thin polyester fabric to be wipe clean and durable in wet weather.
We understand that this was not to everyone’s liking and following customer feedback we have since started producing peg bags in a thick 100% cotton material.
The polyester material peg bags are still requested therefore it does seem that it is one of those products where customers are either very happy with or very opposed to the fabric choice.
If the item was bought through mail order unfortunately we would not be able to accept this item for a return if used and/or over the 28 day returns period as the choice of fabric is not considered a design fault.
Without customer feedback we would not be able to grow and improve our range of products so I would like to sincerely thank you for your feedback regarding this product. If I can be of any further assistance please do not hesitate to call us on the number below and one of our advisors would be more than happy to assist you.
We are open from 9am - 8pm Monday - Friday and 10am - 4pm Saturday - Sunday.
CUSTOMER SERVICE ADVISOR
I bought some pretty star wallpaper in the January sales, unfortunately it looked a bit different from the photograph when it went on the wall in my little girl's bedroom. We couldn't work out what it was until my older daughter noticed that the stars were upside down. We compared it to some paper left on the roll and found when we turned the roll of wallpaper upside down they looked correct again. The paper had actually been rolled the wrong way on the roll. Rang Cath Kidston to say the rolls were faulty and they said it was - and I quote - "the responsibilty of the purchaser to ensure the rolls were correctly rolled" I said that didn't really seem right and he then replied that there was actually a disclaimer in the packaging, I should have read. Right... So what about my fallen stars? Tough. You should have spotted it was basically the upshot, not their fault. Poor customer service. Not Happy.
I ordered four bags and received three with no invoice/paperwork. Was informed by Cath Kidston this was unusual as all items are scanned before despatch and four items had been scanned into the parcel. Had to contact Cath Kidston four times before I received my full order. Still never received invoice/paperwork or an apology. Very disappointed, bad experience.
Furthermore tried to leave the above feedback on their website, but they rejected it.
Cath Kidston may sell lovely things but their customer service is certainly not enjoyable. I ordered an item on the 13th and am now on the 2nd day of the following month having still not received my item. I sent several emails asking for delivery information and the 2 replies I received just told me to be patient "and my gorgeous Cath Kidston order would arrive shortly". No one took me seriously I felt. The courier did not get in touch. I had ordered next day delivery and this clearly hasn't occurred as I am still waiting. I was refunded for this after I rang them but they can't refund the order. Seemingly it was sent by UPS who have not been in touch (I had to ring CK several times to dig out this information). CK said they have sent a replacement order out via Royal Mail, but I am still waiting and regretting my purchase in the first place… It seems so ridiculous that they have such poorly trained customer service representatives considering they are such a popular brand!?
I ordered a gift for my wife on 22nd, paid a hefty premium of £6.95!! for next day delivery. It never arrived on 23rd. When I looked on the website, they were showing my order as received one day later - ie on 23rd, artificially delaying the clock ticking for delivery "one day later".
The website says I would get an SMS advising me of the delivery times etc. Guess what? No SMS.
I sent 2 polite emails - neither were acknowledged.
Sorry - should do better.
The website promises stuff that the company just didn't deliver.
They even promote an email address of email@example.com ha ha ha - I don't think so!
On a positive, it's a nice product. Shame about the service. I've shopped online a great deal and this experience is a rarity these days. CathKidston needs to work harder.
This is the email i sent to Cath Kidston after my experience with them!
A friend wanted a CK voucher for her birthday. I ordered the £20 voucher online (I shop online a lot so am quite au fait with how it should work) 2 weeks ahead and 4 days before rang to check where it was. You told me you had never received it.
(By the way, the waiting time when you call is unbelievable - easily 15 min before anyone answers and if you email it can easily take 2 days before you get an answer).
I therefore ordered it again (online) and this time asked for it to go straight to the recipient (it was obviously going to miss the birthday itself which I was annoyed about).
I told my friend to tell me when it arrived - a few days went by and no luck so I rang again and no - they had not received the order again. The woman I spoke with said it was very unusual to have such problem (I now see from many reviews online that this is not the case!) and took the order by phone, promising to send it out for next day delivery as their way of fixing the issue.
Nope - it did not arrive the next day. I rang to chase it up (you ignored an email I sent regarding it) and waited for 15 min before getting through to someone who seemed to have no knowledge of the issue and put me on hold while she went off to investigate. After 5 more min I had to put the phone down as I had someone at the door - no-one bothered to call me back (they did have my number so they could have - I had 20 min in hand when I first placed the call so would have had plenty of time to discuss the issue if the phone had been picked up).
Today I rang and was told that the order had still not left them (how hard is it to put a voucher in the post?!). They also said that the girl last night had 'assumed' the query was dealt with because I had put the phone down.
I asked for a supervisor to call me back.
The supervisor called me back and said it would get to me within 5 working days (!!!!) via Royal mail first class (supposed to take 2 days tops?) - she was defensive and not helpful or apologetic.
I would have cancelled this order a long time ago except it is what my friend wanted. Who knows if she will ever receive it - and her birthday was over a week ago now so I've been trying to get this order for 3 weeks. It is embarrassing.
Worst customer service I have received in years. I will make sure everyone knows about it too, because a company that bad does not deserve to do well. I will be reviewing you online on every site I can find - not something I have ever felt compelled to do. My friend (previously a big fan) is also disappointed in you as she was hoping to use her voucher in your sale which will probably be long gone by the time she receives the voucher.
I ordered some red and white spotty fabric from the Cath Kidston website and I am hugely disappointed.
I have seen the fabric previously in store and was happy with the product, but when it arrived, I can only describe the colour as pink. It is not remotely red.
The website description and picture shows the material to be red, which is not remotely accurate. This is an exceptionally bad description of goods.
Jeg havde sat næsen op efter at få nogen Cath Kidston juleting til min mor, så dem har jeg købt via Cath Kidston hjemmesiden i England.
Der var nogen ting, der var "Out of stock", som jeg har lagt mærke til at de har en tendens til at være på den hjemmeside.
Men så nøjedes jeg med nogen af de andre spændende ting.
Forsendelsespriserne er ikke helt logiske, fordi de afhænger af, hvor mange penge man har købt for i stedet for vægten af det man køber.
Men ellers gik det fint med at vælge varer og bestille.
Der kom prompte en faktura pr. e-mail, men desværre ingen mail om at pakken var blevet sendt. Dog har jeg fået min pakke på en uge, så det holder normal standard for ting sendt fra England.
Tingene var pakket grundigt ind i bobleplast, så de kom hele frem.
Til gengæld havde jeg bedt om en kopi af deres katalog, som ikke var med i pakken (Det var gratis, så ingen penge i klemme i det mindste).
I ordered a birthday present for next day deliivery from cathkidston.co.uk and my order was shown to have been completed and processed. A couple of hours later I received a call to tell me that the item was not in stock and was now a finished line. To start with i was impressed that they had called so quickly to inform me. However I did query why the website did not advise that the item was out of stock, i was told that this was a website error that they knew about and that they were sorry for the inconvenience but that the order had been cancelled.
Safe in, what I thought, was the knowledge that this order was cancelled a ordered a different colour for next day delivery. This did not turn up the next day but the following day.
I called customer services and was told that they were only too happy to refund the difference. I then checked my online banking and found that the payment for the order had been processed even though the item had not been in stock at the time of the order. I called again and was politely assured that all the refund would be made at the end of the week - 6 working days after placing the order.
12 working days since placing my original order no money is forthcoming. I have called and emailed but all i get told is that "there are delays with refunds at the moment" and a template email back stating that the money will be returned shortly.
I will never order from Cath Kidston again, I really liked their products but I cannot believe how incompetent they have been. I also wonder just how much money they make from keeping money that should be returned to customers in holding account for days on end. This service, although with a website "error" that does not inform customers that items they have ordered are out of stock is completely unacceptable for a company of their size.
I honestly would never use their website unless you completely confident that they have the item in stock. Also there are no size dimension for their products either, the bag I ordered turned out to be much smaller than expected.
AB found this review useful
I've read the reviews below and i've always had good experiences using CK. P&P could be lower and delivery could be faster for the price but i've never not recieved goods ordered or had to wait for longer than a week for them to arrive. You do have to be quick of the mark during sale times and a couple of times i've found that by the time i go to check out, an item in my basket that was 'in stock' 30 minutes earlier is now showing as out of stock, but that's always been before i pay for the order so no harm done.
I've been ordering from CK nearly every month for the past 5 years, as i do love her things and we don't have a shop near us in solihull so it's easier for me.
Order placed at the end of June but not received 3 weeks later. When I checked I was told it had been sent and I would need to wait 5 days for a reply. 5 days later and nothing so checked again and told it was missing during delivery. Asked for items to be resent via next day delivery and told they 'don't do' next day - even I can go to the post office and arrange next day! Another day later and still nothing. Complained and was told someone would call back - not easy when you have a 4 month old but was told couldn't hold to speak to a supervisor. Eventually got a call to ask what items I would like subsituted as the original items were no longer in stock. They couldn't understand why I was unhappy with this or the delivery failure - why no one told me the items were no longer available eariler or held them I don't know. Also, while the items were available in stores they were unable to arrange for delivery from there as they are a 'different bit' of the company. Cancelled the order but now in August and still awaiting full refund. Rubbish service and even worse customer care when things don't go smoothly. Will never buy from them again!
AB found this review useful
I was bought £40 worth of vouchers as a birthday present. With small children and a busy life it wasn't easy to get to the nearest shop which is quite some way away from where I live.
When I got my vouchers out to go on a well earned shopping trip minus the kids, I found that they are only valid for 12 months. I called the company to explain only to be told that there was no way they were going to honour the vouchers. When I tried further to see if there was any room for manovre, all I got was 'my supervisor says no'
Well I say not to Cath Kidston - is this really how this 'lovely English, good old fashioned values' retailer really wants to treat its loyal customers?
I think that this is outragious - they have taken £40 of my friends money and I have been robbed of an opportunity to purchase the 40th birthday present she intended me to have - shame on you Cath Kidston!
Youe have lost a customer
AB found this review useful
To reply as a company, please sign up here.