I bought a Karl Lagerfeld Paris bag in store, and within just six months the handles were already breaking. Now they’re practically gone. I contacted the company online and have spent more than a mo... See more
Company replied
While we don't verify specific claims because reviewers' opinions are their own, we may label reviews as "Verified" when we can confirm a business interaction took place. Read more
To protect platform integrity, every review on our platform—verified or not—is screened by our 24/7 automated software. This technology is designed to identify and remove content that breaches our guidelines, including reviews that are not based on a genuine experience. We recognise we may not catch everything, and you can flag anything you think we may have missed. Read more
Review summary
Based on reviews, created with AI
What people talk about most
Based on these reviews
Absolutely appalling customer service and will never purchase from this company ever again! Purchased a "premium brand!" Hand bag for my wife. Item came with missing dustbag for storage. After many... See more
Company replied
Bought a bag from Printemps. With very light and occasional usage the leather handles have completely peeled amd frayed. Poorest quality I have experienced. Have emailed and followed up several times... See more
Company replied
I bought a pair of boots but they were too small, so i thought id have no problem returing them, in the meantime i ordered a bigger size. Its completely impossible to return anything nor to get assist... See more
Company replied
Company details
- Couture Store
- Clothing Store
- Fashion Accessories Store
- Handbags Shop
- Haute Couture Fashion House
- Shoe Store
Written by the company
Shop Karl Lagerfeld for designer handbags, watches, shoes, clothing and more, and discover the latest news from the World of Karl.
Contact info
Herengracht 182, 1016 BR, Amsterdam, Netherlands
- karl.com
1.4
Bad
502 reviews
Replied to 97% of negative reviews
Typically takes over 1 month to reply
How this company uses Trustpilot
See how their reviews and ratings are sourced, scored, and moderated.
Great design but TERRIBLE quality
Great design but TERRIBLE quality. Don't waste your money on this one. I bought their bag but in less than 1 month (!!!) the leather started to have tears and metal holders made huge visible stains on the leather. It is less than one year since I bought it and it needs to be thrown out already. I tried to contact the service team but they said it is a "normal wear and tear". It is not my first time buying a brand bag but I was disappointed in this brand and how they manage their costume service.
As for the feedback, I sent already all the information to the team and provided every details including number, etc. After the team answer that those were “normal” wear and tear I wrote this review.
April 22, 2024
Unprompted review
Reply from KARL LAGERFELD
Dear Volha,
We sincerely apologize for the inconvenience you've experienced with our product. Your feedback is very important to us, and we're committed to improving our quality standards.
The item number you indicated in the review does not belong to one of our products.Could you please provide us with more details about the issue you encountered, preferebly by mentioning the order number and SKU of the item? This will help us forward your feedback to our Quality Department for further investigation and resolution.
Thank you for bringing this to our attention. We appreciate your patience and understanding.
Best regards,
Team KARL
Advertisement
Incredibly poor customer support order EUPRD00363435
Incredibly poor customer support, which is more than surprising for such a big brand. The ordered SOIREE HEELED SANDALS arrived without the parts that hold the buckle and ankle straps in place, and without them I can't wear them at all because the straps open by themselves. I contacted customer service and asked for a price reduction on April 2. To date, I have only received emails that prolonged the solution to the situation, and in the last e-mail I was told that they are working on tracking the missing parts so that they can be delivered to me (it is not possible to add the missing parts without professional help due to the width of the buckle ).This was quite enough for me to understand that my problem would not be solved in the requested way, and I had the sandals professionally repaired at my own expense, because I doubt that I would have received a refund if I had returned the defective product. For comparison, I had a similar issue a few years back on the Spartoo webshop and the problem was solved within 24 hours via a phone call. This will definitely remain my only purchase from this site.
April 2, 2024
Unprompted review
Reply from KARL LAGERFELD
Dear Marijana,
We’re sincerely sorry to learn that your experience with our brand has not met your expectations. We understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.
Your feedback will allow us to resolve any problems that occur and help us to improve our services. Please let us know if you have any additional questions, concerns, or comments.
We are truly sorry for the inconvenience and hope to offer you better services in the future!
Sincerely,
Team KARL
I've been waiting for a refund from…
I've been waiting for a refund from Karl Lagerfeld for 5 months now. Their customer service keeps giving me the runaround with empty promises of investigations. It's beyond frustrating and utterly unacceptable. Steer clear of this company.
April 7, 2024
Unprompted review
Reply from KARL LAGERFELD
Dear Maria,
We apologize for the delay in processing your refund and appreciate your patience. We're pleased to confirm that your refund was successfully processed on April 11th.
Thank you for your understanding and feedback. We are committed to improving our operational services and ensuring a better experience for our customers.
Warm regards,
TeamKARL
I am very disappointed with quality of product
I am very disappointed. I bought what I thought was a great quality purse from the Bay in Canada. I have had this purse for under a year and today I noticed that the seam is already coming apart! I paid over 300 dollars plus tax. It would have been better to buy another brand.I cannot return it because the Nay said I have to deal with the manufacturer directly. I am not even sure if I have any options.
June 17, 2023
Unprompted review
Order never received, terrible customer service
Ordered in December, items never received. Either not collected by DPD from Customs or as Karl have informed me, it never cleared customs. They told me I would get a refund but not until it was received back by them (even though tracking shows it never left NL). It's been almost 3 weeks since being received back to them and still no refund and no response to my emails.
Will take the matter further with my payment provider!
18.01.2024 15:39 Vijfhuizen (NL)
Delivered.
(Return to sender)
Evidence
18.01.2024 04:22 Vijfhuizen (NL)
In transit.
(Return to sender)
13.12.2023 03:51 Oirschot (NL)
In transit.
11.12.2023 19:58 DPD data centre
Order information has been transmitted to DPD.
December 12, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Mick,
We sincerely apologize for the inconvenience you have experienced with your order. We understand the frustration you must be feeling, and we are actively looking into the situation.
Our records indicate that your order was returned to sender, but regrettably, we have not yet received the package back at our warehouse. We are currently conducting a thorough investigation to determine the exact circumstances surrounding the return and the delay in processing your refund.
We assure you that we take this matter seriously, and we are working diligently to resolve it as quickly as possible. We understand the importance of your order and the impact this delay may have on your experience with us.
If you have any further questions or concerns, please feel free to reach out to our customer service. They are available to assist you and provide any additional information you may need.
Once again, We apologize for any inconvenience caused, and we appreciate your patience as we work to resolve this matter promptly.
Kind regards,
TeamKARL
Advertisement
Ordered a bikini top and have been sent…
Ordered a bikini top and have been sent bikini bottoms.
I emailed to ask for the wrong item to be collected and the item I ordered to be delivered. The response was to return via returns portal.
I have tried to input the Waybill reference to arrange collection and it states invalid.
Ist time ordering and will be the last.
This was your error I should not be expected to waste my time trying to figure out how to return the wrong order.
My email is not being responded to. I want the wrong item collected ASAP.
January 30, 2024
Unprompted review
Reply from KARL LAGERFELD
"Dear Kristy,
We’re sincerely sorry to learn that your experience with our brand has not met your expectations. We understand how frustrating this must have been for you. We value our customers' time, and this should not have happened.
Your feedback will allow us to resolve any problems that occur and help us to improve our services. Please let us know if you have any additional questions, concerns, or comments.
We are truly sorry for the inconvenience and hope to offer you better services in the future!
Sincerely,
Team KARL "
Never received item and horrible customer service
I ordered a package from Karl Lagerfeld and it was never delivered. DHL claimed it was delivered to my building and signed for a concierge but I don't have a concierge. Contacted Karl for support and gave them all the proof needed at the time and they just said DHL delivered but can't prove anything. I filed for a complaint immediately with 20 min of said package arriving to both DHL and Karl. Many emails and phone calls and 2 month later with still no resolution. Won't send me a new item or refund me for an item not received. Spoke to many representatives and refuse to let me speak to a supervisor cause they said they are handling my case. This is the worst place to every order from so buyers beware! They will do nothing to help ensure your item arrives
December 13, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear John,
We sincerely apologize for the frustration and inconvenience you've experienced with the delivery of your package. We understand how important it is for you to receive your order promptly and in good condition.
Our delivery department has been diligently working on your case and has forwarded the issue to the carrier for further investigation. We are committed to resolving this matter as quickly as possible and will keep you updated on the progress.
Please be assured that your concerns are taken seriously, and we acknowledge the importance of finding a resolution promptly. We genuinely apologize for any inconvenience caused during this process.
We appreciate your patience and understanding as we work towards a solution. If you have any further questions or if there is anything else we can assist you with, please do not hesitate to reach out to our customer service.
Once again, we apologize for the inconvenience and appreciate your understanding.
Kind regards,
TeamKARL
Wow i will never shop this brand or…
Wow i will never shop thsi brand or store again i bought a sweater for my aunt for christmas. she left to Colombia on family emergency. i held on to sweater to see if she would return. meanwhile i got covid in january and was sick for 2 weeks i couldnt go out. i went to store to ask for a refund or store credit and they said "no" i would nto have had that issue with any other brand or store . i tried explaining my stroy and nothing. i drove 45 minutes to hear them say "no" lost a customer for $50
January 26, 2024
Unprompted review
BEWARE if you want a refund
I have experienced the same as other reviewers not getting a refund. I purchased some swim shorts at the end of November. They did not look very good; so I sent them back. They received them back in December. I emailed near the end of December to see where my refund was. They emailed back to say they had received the returned item and if I did not get a refund by 16th January to contact them again. I emailed them again on 15th January and they ignored my email. I have gone to Amazon today as I paid through them to get my refund. The other option is to claim your money back on your card with your card provider, to help anyone else in the same situation.
January 19, 2024
Unprompted review
Reply from KARL LAGERFELD
Dear Robert,
We are sorry to hear about your inconvenience. It took longer than expected to receive your return to our warehouse. Unfortunately, we couldn't refund any returns before receiving the package back to our warehouse. We confirmed that your return is back to our warehouse and issued your refund on 22th of January. Our sincere apologies for the long waiting time.
Thank you for your understanding and patience. We would like to assure you that we are working hard to improve our operational services and will consider your feedback carefully.
Warm regards,
TeamKARL
Advertisement
I wouldn’t even give it one star if I…
I wouldn’t even give it one star if I had the choice. I ordered an item and didn’t even receive it but they still took the money. 8 weeks 10 emails and 3 phone calls and still no refund. I get the same response we are waiting for the green light WHAT A JOKE. Such a big name and such a poor service I can’t express how frustrating it is I’m just glad I’ve seen everyone’s reviews I thought I’d been scammed or maybe I have been ????
December 11, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Emma,
We sincerely apologize for the inconvenience and frustration you've experienced regarding your recent order. We completely understand your disappointment, and we're truly sorry for any inconvenience caused.
After thorough investigation, we have found that a refund was processed for your order. However, we acknowledge that our communication about this led to your understandable frustration.
Please rest assured that your concerns are taken seriously, and we are actively working on improving our communication processes to avoid such situations in the future.
We understand the importance of timely responses and effective resolutions, and we are genuinely sorry for any distress caused during this process. Your feedback is invaluable to us, and we appreciate your patience and understanding.
If there is anything else we can assist you with or if you have further questions, please don't hesitate to let us know. We are committed to ensuring your satisfaction and addressing any remaining concerns you may have.
Thank you for bringing this to our attention, and we appreciate your understanding.
Warm regards,
TeamKARL
I returned my package two months ago…
I returned my package two months ago and they still haven't refunded my money, I am suing your company
December 6, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Faeze,
We are sorry to hear about your inconvenience. It took longer than expected to receive your return to our warehouse. Unfortunately, we couldn't refund any returns before receiving the package back to our warehouse. We confirmed that your return is back to our warehouse and issued your refund on 16th of January. Our sincere apologies for the long waiting time.
Thank you for your understanding and patience. We would like to assure you that we are working hard to improve our operational services and will consider your feedback carefully.
Kind regards,
TeamKARL
Worst customer service
Worst customer service. They sent me a damaged product and when I returned it, they charged me 6$ fee. I placed order again, the same thing repeated. When I called customer service and asked about it the agent was not ready to help me and he was not even ready to transfer my call to his supervisor. I was really surprised that he said he will not transfer even after he was not able to answer my question.
This is the worst customer service that I ever had encountered.
January 8, 2024
Order
I placed an order 2 days ago and after two days I decided to read the reviews on Karl Lagerfeld and it’s really disappointing how a designer brand can have so many issues with orders that are not that cheap. My order number is GE5207628137NL and I hope I’ll get it soon as possible
December 26, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Emily,
Thank you for reaching out to us and for providing your order number GE5207628137NL. We sincerely appreciate your feedback and understand the concerns you may have after reading some reviews.
Firstly, we want to apologize for any apprehension caused by the reviews. We value your trust and understand the importance of a seamless shopping experience, especially with designer brands.
We are pleased that your order was successfully processed and dispatched. We sincerely hope that the items meet your expectations, and we are here to address any further inquiries or concerns you may have.
Once again, we apologize for any concerns raised by the reviews, and we appreciate your understanding. If you have any questions or need further assistance, please feel free to contact us.
Warm regards,
TeamKARL
Advertisement
Dont order from this site
I ordered on December 9 and package to this day was not sent. I wrote them 4 times. They send me two unclear responses ( they dont know what happened) that they will get back to me. Nothing. Now I requested money return and now they dont respond at all. I just want my money back. Disgrace for such a big brand. If you dont know what happened to package, retun the money or send new one. That is what respectfull online sellers do.
December 9, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Marijana,
We extend our sincere apologies for any confusion caused by our recent communication.
It took longer than expected to receive your order back to our warehouse. Unfortunately, we couldn't refund orders and returns before receiving the package back to our warehouse. We confirmed that your order is back to our warehouse and issued your refund on 3rd of January. Our sincere apologies for the long waiting time.
Thank you for your understanding and patience. We would like to assure you that we are working hard to improve our operational services and will consider your feedback carefully.
Warm regards,
TeamKARL
Absolutely disgrace
Absolutely disgrace! Ordered 2 items. Waited a month to receive it. End up receiving one. In a ripped opened brown paper bag. One item missing even DPD delivery guy took pictures before delivering it to me. Been trying to get a refund since August. Asked me to fill in police report which I did. Still haven’t received a refund. Customer service never answers the phone. Emails ignored. Still since August don’t have a refund. Customer service not providing anyone else I could deal with. Shocked with poor customer service, packaging, time frame to deliver goods.
August 11, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Customer,
We sincerely apologize for the inconvenience and frustration you've experienced with your order. We understand your concerns and would like to express our regret for the delay in resolving this matter.
Upon reviewing your case, we previously requested a fully scanned copy of the police report to thoroughly investigate the case of your missing item. Unfortunately, we did not receive the requested document.
We sincerely appreciate your understanding and patience in this matter. If you have any further questions or concerns, please don't hesitate to contact our customer service.
Again, we apologize for any inconvenience caused and appreciate your cooperation in resolving this issue.
Kind regards,
TeamKARL
It has been over 20 days since I placed…
It has been over 20 days since I placed this order, and unfortunately, I have yet to receive it. Moreover, despite multiple attempts to reach out for assistance, I have not received any response or acknowledgment from your customer care team. My attempts to connect via phone calls and emails have gone unanswered, which has left me feeling extremely frustrated and neglected as a customer.
I understand that delays can occur, but the lack of communication and unresponsiveness from the support team have made this experience incredibly disappointing. As a dedicated customer of Karl Lagerfeld, this level of service does not align with the reputation and standard of excellence I have come to expect from your brand.
I kindly request your urgent assistance in tracking my order and providing an update on its status. Additionally, I would greatly appreciate a prompt resolution or clarification regarding the delay and when I can expect to receive my order.
Please prioritize this matter and provide me with the necessary information and steps to resolve this issue at your earliest convenience. I am hopeful that we can swiftly address this situation and restore my confidence in the quality of service that Karl Lagerfeld is known for. ORDER NUMBER : GE4946267069NL
November 24, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Sidharth,
We are sorry for the delayed response and to hear about your inconvenience. After investigating your order, carrier accepted that your order was lost in transit. Hence we refunded your order on 18th of January. We are sincerely sorry that the investigation took longer than expected and you waited over a month for your refund.
Thank you for your understanding and patience. We would like to assure you that we are working hard to improve our operational services and will consider your feedback carefully.
Kind regards,
TeamKARL
DONT ORDER ONLINE!!
DONT ORDER ONLINE!!! TOTAL SCAM THE CUSTOMER SUPPORT EXECUTIVE HANG UP ON YOU THEY HAVE NO UPDATES ON A LOST ORDER BEEN 2 WEEKS NOW. CLAIM TO BE LUXURY BRAND BUT SERVICE IS NOT WORTH A PENNY!!!!! YOU HAVE SCAMMED ME AND TAKEN MY MONEY
October 30, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Sanika,
We are sorry to hear that you did not receive your order. Your claim was escalated to our logistics partner, and they confirmed that they are investigating this matter. We will proceed as soon as we receive a resolution from the investigation. We understand your frustration and doing our best to provide you a solution as soon as possible.
Thank you for your understanding and patience.
Kind regards,
Team KARL
Advertisement
Beautiful bag.
Ordered online, and bag was delivered about 4 days later, was kept informed about delivery all the way through. Beautiful item, very pleased.
October 2, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear Chantel,
We would like to thank you for your positive feedback and taking the time to write this review. It means a lot to us and lets us know we’re on the right track!
We’re very grateful to have your trust and support, and we hope you stick with us for years to come!
With love,
TeamKARL
Poor customer service
Poor customer service, no answer to my email to the service at Karl Lagerfeld Paris . My order was cancelled and I was not informed.
Horrible experience and my item was not replaced.
September 18, 2023
Unprompted review
Returned my items weeks ago
Returned my items weeks ago, then the return portal went offline and in my account there was a message to contact support, pretty hard if they dont answer my mails and phone calls,
Still waiting on my money, the items they already have back… I filed a complain lets see how this works out.
August 1, 2023
Unprompted review
Reply from KARL LAGERFELD
Dear S Peeters,
We are sorry for the inconvenience you had to go through while waiting for the case of your refund to be resolved.
Sadly, it took longer than expected for the logistics department to complete the investigation of the return of your order, the courier service has confirmed that the return of your order has been lost in transit.
Nonetheless, we are delighted to inform you that the refund of your order has been successfully processed on the same payment method used at the moment of the purchase .
Thank you for your understanding and patience.
Sincerely,
Team KARL
The Trustpilot Experience
Anyone can write a Trustpilot review. People who write reviews have ownership to edit or delete them at any time, and they’ll be displayed as long as an account is active.
Companies can ask for reviews via automatic invitations. Labeled Verified, they’re about genuine experiences.
Learn more about other kinds of reviews.
We use dedicated people and clever technology to safeguard our platform. Find out how we combat fake reviews.
Learn about Trustpilot’s review process.
Here are 8 tips for writing great reviews.
Verification can help ensure real people are writing the reviews you read on Trustpilot.
Offering incentives for reviews or asking for them selectively can bias the TrustScore, which goes against our guidelines.