Jenni Kayne Reviews 41

I bought the Hutton sandals -- two pairs in two different colors -- and on both pairs the screws fall out leaving the sandals unwearable. They're clearly a defective product. I have had this happen 3 times now. They have been unable to send replacement screws for 3 months, and won't refund. I think this is pretty insane for $400 sandals. Do not purchase.

Beware Canadian customers. I received a duty bill for a dress I ordered. The dress was $390 and the duty was $249.04. When I contacted the company, they just said there was no action they could take. You sign off on being responsible for duty when you check out. Nothing on the site prepares you for a bill like that. I wish I had checked reviews off the site. Horrible customer service for Canadians. Also, no returns, though they tell you that on the site. Never going to purchase from them again.

This is the worst customer service I have ever experienced! Their shipping costs are hidden to Canada! Beware shoppers- I received a FedEx bill of $300 for 2 sweaters- this is criminal and no one from the company wanted to discuss it. Beware!!
I will keep writing reviews for all future shoppers until this process is changed- this is criminal!
Cheryl Abboud

The hat I ordered arrived reeking of chemicals and looks nothing like the online photo. This is made in China garbage but is marketed as high end clothing. They also charge a "restocking" fee and make consumers wait 21 days for a return after they receive the item. Do not be fooled by the online photos, which are a mirage. The actual products, and their intentionally delayed refund policy, are not worth it. Never again.

I was extremely disappointed with their customer service and the poor quality of the Safari Hat purchased. The hat was $215 and frayed in multiple places and the leather strap also tore within a handful of times wearing it. Their customer service department was unwilling to replace or repair the product. Extremely disappointing that they sell such poor quality items at such a high price tagz

Customer service is just awful. Needed to exchange an item for a different size but exchanges are not allowed if an item is on sale. Jenni Kayne does not value the customer at all. Total waste of $800 for an item I can't wear. They would do nothing for me even though they had the correct size in stock and could have easily corrected the problem. I will not be shopping with JK again and will tell everyone I know who shops about my experience and how little they value their customers when there is a small issue.

Recently purchased during a sale. Final sale was stated however one sweater arrived defective and it could not be returned for one in perfect condition. If i had known the policy included defective merchandise i never would have purchased from this company. I would have expected higher standards, quality control and great customer service from Jenni Kanye.

Do NOT shop with this company. They do not advise that certain items are nonreturnable, and they clearly don't value customers who purchase from them. Refused to accept return on items that were not identified as non-returnable when I bought them. Will never shop with them again

Return policy has changed (apparently, they do this quite often without warning). They now not only charge you for the return, but charge a restocking fee. They will deduct $12 from your return regardless of the reason for the return. Even if you opt for store credit, they still charge you the re-stocking fee. They will tell you that "in store returns are complementary.". What??? Does that imply that they won't be "free" at some point? Really poor customer service. Refused to make adjustment, despite the fact that I am their highest level in their rewards program. You would think they would realize that this policy is discouraging customers from purchasing. Have not been thrilled with the quality lately, particularly with regard to their sweaters, and have noticed significant price increases as well. I will be spending my money elsewhere.

I bought 6 dinning chairs and paid full price just to find out that five days later the company commenced a 30% sale! After I called and sent them 3 emails, I received a customer service answer that their policy does not allow to give me their sale price because five days have lapsed!
Furniture is made in China and of poor quality. My mistake… Should have gone to Restoration Hardware, where their quality is great and have excellent customer service.

After buying a number of items from this company, I am done with them. Love their clothes, hate the quality. Everything that I own from JK is Made in China. Could it be the reason for the poor quality? Will never know as Jenni Kayne has never addressed the issue in spite of several comments I made on Instagram and Facebook.

Everyday sweater pilled after 10 minutes of wear — huge pills — and the company’s response was that this is expected, and they could sell me a stone! They EXPECT a $200 garment to look horrible after 10 minutes? Their sing-songie customer service is useless. This company should not be in business.

I bought two Everyday Sweaters from Jenni Kayne over Christmas, one for myself and one as a gift. I was horrified when I wore my sweater, as it was completely covered with large pills. When contacting customer service, I was told this is the norm and could have a 15% discount on my next purchase. So, I sent a picture saying this is not the norm...but they responded insisting it was and would send a sweater stone if I wanted. I would never buy from them again and am embarrassed that I gave this as a Christmas gift to someone.

Terrible customer service. Tried to exchange a sweater that my husband got me for Christmas today. It was shipped to my parent’s house and arrived on December 20th so I’m still within the 30 days. Customer service says it got delivered on the 16th (it didn’t) so there’s “absolutely nothing” they can do. *Shockingly enough*, FedEx doesn’t always deliver packages on time/things get mixed up, especially during CHRISTMAS TIME, but Jenni Kayne doesn’t care! Given the circumstances, it seems easy enough to make a one-time exception so I’m not stuck with a sweater that’s too small for me. Met with lots of toxic positivity from customer service which is frustrating beyond belief. For a company that’s marketing itself as luxury, I’d expect much much more. Highly recommend you buy your overpriced sweaters elsewhere.

Dear Jenni Kayne: if you’re going to enforce your policies in such a militant way, maybe consider including the return/ windows on the packing slip. “Looking to return something? For details on our return policy, please visit the FAQ section on jennikayne.com” seems intentionally cagey. 21 days to return/30 to exchange, especially during the holidays, is not standard by any means, so no wonder so many people are so frustrated.

Doing the right thing is free, builds good will and increases brand loyalty. Do better.

PS - FWIW, the only positive review on this site is from someone who works for Jenni Kayne.

I, too, am a victim of JKs deplorable holiday return policy and now am the owner of a pair of mules that I can't wear as they don't fit.

Purchased by my husband on 11.25 as a Christmas gift, we contacted JK on 12.28 asking to exchange. Response received from Customer Experience whose mission clearly is: "Strive to make the customer's experience the worst" was "they understood our frustration with the policy; they were so sorry we lost several hundreds of dollars; we should let them know if there anything else they can help with; happy holidays!" This is a luxury brand? No holiday return window extension? Every company on the planet accounts for holiday gifting and adjusts return policies to accommodate customers. Not JK and no exceptions. To anyone considering purchasing from this company: BUYER BEWARE! Read the complaints on their Facebook page, Yelp, the Better Business Bureau, etc. (note that JK never replies- this website even shows that JK "has no history of asking for reviews" - they obviously don't care). Shame on you, Jenni Kayne. You lost 2 more long-time customers who will continue to share our awful experience.

Research shows it costs 6-7 times more to acquire a new customer than retain an existing one and that price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service. So, the question to JK is: with this weight of evidence, why do you not focus on improving the Customer Experience?

Shoppers, please spend your hard-earned money at a company that values their customers - not Jenni Kayne.

In an attempt to salvage my husband's investment (the alternative being setting fire to these shoes) - if someone has a size 37 mule (color: Laurel) and needs to swap for a size 36, please reach out.

Not honoring their own policy. I am a customer who has ordered multiple times. I was worried about the standard return policy during the holiday season 2023. However, I was told via phone and as a written statement on my packing slip that the return window will be extended until 1/5/24 if items were purchased between 10/11/23 and 12/24/23. As of 1/3/24, Jenni Kayne will not honor the unused return for a future store, not even a refund. Was a committed customer due to their values, however, that has been broken and their founder/owners should be ashamed.

As much as I like some of the pieces from Jenni Kayne. I cannot express my frustration enough with their customer service policies. On two instances, I got sweaters as a gift one was wool and the other cashmere. Unfortunately I am highly allergic to anything fuzzy as it makes my skin itch.
The first time, I called ahead and expressed that it was a gift, wrote it on the return label and asked for a credit so I could actually get something different. They ended up refunding the person that got it. What a huge embarrassment. Second instance, I called again, this experience now almost 2 years later thinking they must have done something better with their customer service. I was wrong. Not only do they not extend their return policy over the holidays; once again, because it was shipped to someone else, and there was no gift receipt, but I had the packing slip. They were unable to do anything except refund the person. However, since it was outside of the 21 day window, they were not willing to do anything actually. At a price point like this and a brand that seems to be branching out I think they really should work on updating their policies and their customer service experience before they do anything else. Horrible customer service is the one thing that can discourage me from purchasing from any brand.

This is my favorite store! The clothing is so luxe and the customer service is great - quick shipping & returns and always responsive.

Yay- customer service has improved. That was the only downfall. Love their clothes; they’re worth every penny. Although they’re a lot of pennies.

Came THIS close to clicking "Submit" on an $800 order when it occurred to me to google "jenni kayne reviews." Before you spend a penny, check the reviews on their Facebook page and on Yelp. I'd bet you won't be interested in placing an order either.