The Kooples Reviews 1,616

Ordered a dress a couple of weeks ago. The sizing table was weird. According to the sizing table the dress should be too small for me but when it got here it was even slightly too big. I am still keeping it because I like it when my clothes are slightly loose, but it's something to keep in mind if you order.

The shipment was delayed a couple of times due to UPS. The Kooples shipped on time (the day after I ordered) but the UPS delivery was a nightmare. This is the UPS fault however, and not that of The Kooples.

I can't speak for their customer service as we've not had contact and I do not currently need them. My experience was good and I am happy I placed an order despite the reviews on trustpilot.

These are great guys, they help solve problems if they arise. I would like to wish them only enlightenment!

Absolutely ridiculous returns policy. No return labels provided. Multiple emails to get return address and label.
I used to love this brand but no more..

Great experience always with The Kooples. Very user friendly website, fast shipping and easy returns. Thank you!

amateurish service, ordered £325 jacket states delivery in 11 days which is poor enough in the current climate but in day of delivery got email stated item cannot be supplied as not available after 11 days. Just hopeless with so much completion around first and last time, almost relived as the other reviews say returns are a nightmare I’ll have keep an eye on whether they actually refund me they seem so unprofessional

Shame to lose a lot of Kooples stores, as I love their style, originality, and quality (I have Kooples clothes I still wear that I’ve had do many years, and they still look fresh), but the website is great, size charts easy to use and always perfect fits for me. Worth being on the email list for good end of season bargains! Always free delivery, shipment is fast and efficient (esp as coming into UK from EU).

I purchased a dress online. I had a great experience from the moment I placed the order, I was sent emails to update me on the shipment from DHL Express. It arrived within 5 days. When I had to return the dress (ordered a size too big), the process was simple and free of charge. The refund was processed within 2 days from the day I sent back the dress. Great service!
I purchased the dress a size smaller. It’s a beautiful dress, good quality and nicely made. I love the brand for their original style.

In short-please, do not buy anything from them. Customer service support is a complete joke, at the farthest point across from their high prices policy. Placed two orders, then sent an email asking for support/clarification receiving no response for over 2 weeks. Sent 2nd email 6 days ago, still no response, instead was rewarded with complete silence. Guess, it is all customers need to know about this super-wooper designer high end, low top, middle not, cowboys. Spare your time and budget and shop with those who genuinely value and respect customers. No single penny will be spent with THE who? you know the answer!

Awful returns process. They pushed so many ads out over Boxing Day on social media so I bought a few bits. Their sizing definitely runs small so had to return it all. The use DHL for returns which is the worst. You have to find a printer and then the instructions are so confusing as it mentions part of the return label should go in to the ‘DHL returns pouch’ which I obviously don’t have. A confusing and stressful process. Nothing worse than handing in a return worth £100’s and not knowing if the refund will come through or not. I wish companies that don’t have their online business set up well would stop advertising their website.

Bought jacket in store
Bargain and gorgeous

NEVER ORDER ON THEIR WEBSITE! NEVER!

I placed an order (bought an Amelia bag) on Novemebr 28th. I STILL HAVE NOT RECEIVED MY BAG.

ORDER NUMBER: 12100876076

No updates on the shipping from December 2nd. I contacted their clients service and they are not supprting me enough! The French carrier does not respond to my calls and they are unable to tell me where is my parcel.

I was due to be a Christmas gift, so now I'm only having troubles cause I will not have the gift in time for Christmas!

All I want is knowing where my parcel is and when I'm getting it. OTHERWISE I WANT A FULL REFUND IMMEDIATELY.

VERY BAD CLIENT SERVICE AND SHIPPING SERVICE.

SO SAD AND DISAPPOINTED.

Thanks for the refund! May I know what happened with the parcel? Did they loose it?
I'm very sad also because I can not find any retailer who sells the Amelia bag in burgundy in Italy. I wanted that bag so much!

Would it be possible to get a discount for the disservice I experienced with your costumer care? Thanks in advance.

⚠️ UK customers — think twice before ordering from The Kooples Online store ⚠️

I returned a dress to The Kooples in October using their official return process.
One month later, the item was returned to me by DHL.

Customer service then issued another return label, which I used immediately.
Since 25th November, the parcel has been stuck in Paris with the status: “Shipment on hold.”

It is now 18th December and I still have no refund.

There is no phone support, only email, with replies taking around 48 hours each time, making resolution painfully slow and ineffective. Customer service, knowing how painful this is for me, tells me they can't phone me!!!! :(

This company clearly does not have adequate return processes in place for UK customers. I even suspect the return form is intentionally wrong, so they don't have to give refunds!

I am still waiting for my refund (3 months later) and will never purchase from The Kooples again. Claire

Kooples' reply to these reviews as if they care... But as soon as you send them an email, you get nothing! I just went through my bank to try to get a refund.

Yesterday I left this negative review. They immediately reply to this review pretending they care... yet 2 of my emails I sent 72 and 48 hours ago ... and my 3-month-long complaint emails go unanswered!
KOOPLES ARE A SCAM - SHAME ON THEM.
I thought you were a luxury company!

Order reference: [12000822914]

Terrible experience returning the items that didn’t fit. The promise of a free return is a scam. I was charged €25.20 to return two items. I chose the free return option on their website and it didn’t work. I got an error message prompting me to contact customer service so they can create my return label manually. After emailing the customer service daily for over a week they finally got back to me with what I thought would be a free manual return label they created. Instead once the items reached their warehouse they charged me for the return. That’s a shady and scammy practice. I will never shop on their website again. Not worth the hassle

I placed an order on 1 Dec for a scarf and a jacket. The scarf has been delivered (10 Dec) but nearly two weeks after placing the order, I have no update on the jacket and I don’t think it’s even been dispatched, despite still showing as being in stock in the website.

Have contacted customer service via email and they just simply provided me tracking info for the scarf. 🤣 I replied asking about the jacket - no response. I have now chased this up via Messenger. If I don’t get an adequate answer/resolution, I will do a bank charge back.

Appalling customer service and I’ll never order online from them again.

Edit - The Kooples - I have now emailed your customer service team again chasing this up. The order number is GE10607343336FR. I am not comfortable putting my email address on a public forum. If you could reply via the email I’ve sent, that would be great.

Further edit - thank you for the refund. However, what I really wanted was a jacket that I had my eye on for aggeeess and is STILL showing as in-stock in my size on your website right now. I really don’t understand this, if it’s not actually in stock?! Really disappointed by this whole experience. ☹️

Thought Kooples were and upmarket brand with price tags and service to match , order two items on the 30TH of November , for some reason they sent out one , am still waiting for the other , checked after running the gauntlet of frustrating AI responses, no customer service email or contact number , shame as the one jumper i received is good quality , would not order on line again for sure
Not the customer support to match the brand
Blue cardigan with zipper
3615872299765
color: ELECTRIC BLUE
size: L

I have made an order on Kooples website (order number 12100866381, amount 2 163 euro). It was on November 23.

According to Kooples information, my parcel was sent from France to Italy by Colissimo on November 26.

By now it is December 11 and I still didnt receive my order. I contacted Kooples several times, they tell me that they dont know where is the parcel. There is only french Post tracking number and no internal italian number. Kooples first told me that parcel is sent through Italy by BRT, but BRT say that they dont have any parcel. After that Kooples told that parcel was sent via Poste Italiane. I visited their office, they told me that the parcel didnt cross the Italian border.

It is almost 3 weeks since I have made my order for 2100+ euro. There is still no order and no money.

Hello Kooples - please wake up and deliver my items or return my money.

This is, without exaggeration, the worst quality wool knitwear I have ever purchased.
My 100 percent wool jumper from Kooplers SHRANK BY AROUND ONE THIRD and turned into a dense, stiff mass after ONE gentle hand wash in coldish water.

I followed the instructions exactly. No heat, no spinning, no agitation.
And yet the jumper came out completely destroyed, unrecognisable in shape and size, and with the knit structure entirely vanished.

This is not a washing issue.
This is catastrophically poor wool, the kind that no reputable brand would ever use in clothing.

What this experience clearly shows:

• Kooplers uses extremely low-grade, unstable wool fibres
so fragile that simply touching water seems to cause irreversible felting.

• The product is absolutely NOT fit for purpose.
A wool jumper that cannot survive a basic recommended wash is a defective product.

• The brand’s marketing is deeply misleading.
Kooplers presents its knitwear as “premium”, yet the material behaves worse than the cheapest fast fashion.

• Zero quality control.
No responsible manufacturer would release knitwear that literally disintegrates after a single wash.

I own dozens of wool garments from various brands and have never experienced anything even remotely similar. Kooplers stands out — in the worst possible way. Their knitwear is fundamentally flawed, unstable, and unable to withstand normal care.

Save your money.
Save your time.
Avoid Kooplers at all costs.

If you value durability, transparency or basic product integrity, this brand will disappoint you on every level.

Ps. How to loose €255 .. fast!

Update: order number n°12000447728

It's been six weeks since I received an item with an anti-theft tag attached, not my fault. As per customer service advice, I went to the London store to remove it, but it was not possible since the item had arrived from France with a different tag. The store assistant kindly suggested handling the return. And six weeks later, still no refund. Oh, and the item was sent back to me after failing customs in France. Now, customer service replies once in 10-14 days, saying that they are still looking into the issue! What can be the issue here? Send me the new label to post it back to you, again, and process the refund! I would never order from The Kooples again.

Had a very unpleasant experience at the Westbourne Road, London store - I bought a dress and shortly after the unworn dress went in the sale. I tried to return the dress within the required return/exchange period (the store would not let me post it back - I live over 5 hours away by train). They offered a goodwill gesture of a price match and my mother became ill, which meant I could not travel. The store offered me a voucher in-store redemption - not a practical solution as there are no stores locally (Newcastle and Leeds both closed). Tried to arrange for a relative who lived locally to return the dress - they imposed a deadline of 48 hours. I told them it was impossible for me to arrange this and requested a few days extension. This was rejected too. The Store Manager spoke to me in such an intimidating manner, talking over me and did not allow me to speak. This was all whilst my Mother is ill with pneumonia. My partner could not believe the conversation. No more purchases from this brand.