KOOKAI Reviews 

The return instructions say return to the Barcelona store…. So I did. By hand. Three weeks ago. No refund. They’ve obviously misplaced the item due to their own negligence and are making it my problem instead of theirs. They’re that unwilling to refund a €50 skirt….

I went into your Bondi junction store today, my daughter recommended kookai as I’m looking for clothes for work and she said that kookai has my size 10-12 , I actually work in the centre for a international cosmetics brand and the owner is coming to our store it’s a big event , so I wanted something new to wear we have to wear black, so I had a look today and found a few pieces that I was going to buy but when your 5 staff members that could see that I was needing some help not one of them acknowledged me no eye contact it’s not like they didn’t see me , even when I had the garments in my hands ! I started to walk out and a young lady at the front of the store actually asked if I needed any help, I said no because I was so humiliated and angry clearly these girls I say girls because of their immature vain behaviour and lack of respect even basic customer service like maybe a smile or eye contact offer the customer to take the garments to the changing rooms, not continue with your conversations and turn your backs on your customers.

I ordered a final sale item and not anywhere (apart from the small T’s & C’s) did it say I couldn’t exchange or get a credit note. This should be flagged clearly before checkout. Reached out to customer service and they couldn’t find any solution for me, so I am left with a pant which is not true to size, and unwearable. This response clearly shows they’re happy with unsatisfied customers and contributing to landfill…

Funny to see another review of the exact situation I’m dealing with.

I returned an item, heard nothing for over a week. I reached out to customer service and they too told me I’m not qualified for a refund due to the swing tag being removed.

My item never came with a tag, I returned them just as I received it within days of delivery to me.

I’m now being ignored by their customer service, they are deleting negative comments under their instagram photos as well.

This company is a joke, and so is their customer service. DO NOT ORDER FROM THEM.

Despite their clothes being overpriced, I invested in a 2nd pair of petite sized pants because I struggle to find pants that fit me with length in mind.

I received the wrong size and returned for a replacement. I never even tried them on, did not remove any swing tags and returned them in their original packaging.

Customer support reached out a week after receiving the return and tried to tell me that they didn’t qualify for a ln exchange because the swing tags were removed. This is absolute lies.

2.5 weeks later I’m getting the exchange. What a poor excuse for a brand.

I have seen many people boycotting kookai and this will be my last purchase.

I went there with my mum and sister and I was looking for a top for my graduation and all the women who helped us were amazing and showed great hospitality and my mum keeps saying how those women in there today had the best customer service shed seen or experienced in years and I agree with her

I really expected to be having to come here to write a negative review after not hearing back from Kookai. However, they are responsive on FB Messenger and gave me the concierge....kookai.com address. I heard back after a week on an issue with a jacket epaulette coming adrift. I was offered the option to send it to the NZ store or have it repaired locally and claim for it. I sent it to the store and got it back a couple of weeks later. All free of charge. Only reason I didn't give 5 stars is the quality of the repair and the time Kookai takes to respond via email. Other than that, it was a pretty good outcome.

omg im so disappointed i ordered this and it still hasnt come yet and its marked “delivered” they say to contact them but when you call them it always says there full like what do you want me to do? their so slack they dont atleast reply to emails either. terrible service. im never ordering online again.

Really disappointing experience with Kookai. Premium prices but the quality simply isn’t there anymore. Super thin pants. Kookai refused a refund and the customer service was even more disappointing — weeks of back and forth with no care or willingness to actually address my concern, instead repeatedly labelling it “change of mind”. As a long-time customer, the decline in both quality and customer care is disheartening

Really disappointed with my first experience ordering from this company. My package was marked as delivered, but I never received it. I’ve checked with my apartment multiple times and it is not here.

They responded once only to send me the same tracking information showing it as delivered, but offered no actual resolution. I’ve followed up several times since then and have received no response from customer service.

At this point, it has been days with no package, no refund, and no meaningful communication. This was my first time ordering from this company, and unfortunately I would not shop here again based on how this has been handled. Now i see why there are SO many negative reviews on trustpilot.

I placed my order with KOOKAÏ on August 11th, so it has now been almost two weeks, and my order still hasn’t even been shipped!!!!!!

What makes this even worse is that I have contacted customer service several times by email to get an estimated shipment Date and have not received a single response. I have honestly never experienced anything like this with an online store.

The customer service is absolutely unacceptable — or rather, practically non-existent. Almost two weeks without even shipping an order, combined with completely ignoring customer enquiries, is incredibly frustrating and unprofessional!!!

Really disappointing experience and by far one of the worst online shopping experiences I’ve had. Safe your Money Girls!! I would definitely think twice before ordering from KOOKAÏ again.

Wouldn't even give them one star.
Had so many issues with my order and I've now tried to return my items 3 times but had no reply from the customer service team. Do not buy anything from Kookai, they are absolutely terrible.

Item missing from order, no response after 5 business days from customer services. Terrible!

Avoid at all costs.

Before I ordered I emailed asking about sizes as I was in between sizes, and was advised to purchase a Small having given the customer services agent my exact measurements. When the dress arrived I originally thought they had sent me the wrong item as the colour was so different to the photos online. When I tried the dress on, it was completely the wrong size and was much too small. After emailing the customer services team they said I could return it, but had to pay a £15 returns fee. I requested that this be waived as I had explicitly asked which size to get and bought based on that recommendation only for it not to fit, but was told no, with no attempt from customer service to continue the conversation or deal with the issue in a way

Abysmal customer service. I have an issue with an order I have received - I have sent three emails (first email sent 2nd July) and contacted Kookai on there live chat and I still can’t reach anyone to get a solution. 25 days after my first email, I still have not had communication from Kookai. AVOID.

I returned some goods to Kooaki via DHL which shows them as being delivered back, however have not received by refund. I have contacted the customer care team twice and received no response.

I would advise to avoid purchasing from this brand!

I can see many people have had the same experience as myself and all they reply is 'please contact our customer service team', however that is part of the issue as we have done so and get no response.

Ordered beige jacket, took a long time to arrive and then arrived with a black stain on the front even while still in its packaging. Have had no response from customer service to replace the damaged product despite chasers - no response at all. Considering the price point this is very poor service and deeply disappointing. Still looking for a solution.

The worst customer service I have ever experienced. I ordered some items from the sale - the items came and were tiny, not a true size 12. Like something you would order from china. I contacted customer support and asked for a full refund based on the fact that the items received were not as advertised. They refused and kept repeating their returns policy which only allows in store credit. What’s the point in having a customer service team if you’re just going to repeat your policy? Customers can read a policy themselves. When we contact customer service we want to speak to a human. Customer service also took 7+ to respond, and I’m still waiting for my order to be refunded after them receiving my return 15+ days ago. Their website function is also poor - tried speaking to the chat function and there was no response. The returns portal has poor functionality. All in all terrible experience which you wouldn’t expect for the branding and average price of items. Won’t be ordering with them again.

A SCAM! Same review as everyone else, easy to order (and pay) and IMPOSSIBLE to return. They never give you the return label to ship the parcel, they don't reply emails and they never pick up the phone.

Not only did it take forever to come! It’s the worse quality I have known with high prices. Honestly the quality is absolutely disgusting