I love love the new Winnie The Pooh collection. I live a long way from Cath Kidston retail stores and called the customer services to team to check the sizing of several items - they were super helpful. I am very happy with my purchases :)
Review by Commentator2 months ago
The products are really nice to look at and that's all. Their website is just terrible, they show items to be available, but they're not so they cancel part of the order without asking first whether you still want the other items, if any. On top of that they continue to display the very same items as available! If you order from Europe and try to make the most of the postage of 8 euro forget it, CK will decide on your behalf and send you the rest of the items for a shipping cost that is no more economic!
Review by Yemeli3 months ago
Dreadful customer service paid £60 for handbag under a year ago shoulder strap broke,They will not give an exchange or refund,I have loved and purchased many Cath Kidston items,Never again!!
Review by Renold Hyton3 months ago
I envy anyone who found a phone number or a human to even speak with
Tech issues and wrong phone numbers on all web sites
Nothing is worth dealing with them
They are the worst retailers I’ve ever felt with and I do this for a living
I’m really in shock !
Review by Kinesse Metruccio3 months ago
Bought an expensive baby hat and body suit set. Color from the label of the item stained the hat. Sent picture to costumer services and they told me to take it to the store to get a store credit for that amount.
In store they said they won't accept it without the used bodysuit which they didn't clarify on the email.They then offered to send me a pre paid post packet. So I need to go through all this bother just to get back the money I paid for your defective product? Very bad experience and they would rather lose a costumer over £14 which is just silly.
Review by CLIENTCheryl4 months ago
Return policy is pretty poor. Payment for returns is the responsibility of the buyer! For the prices they charge I find that absurd. Won’t be buying from you again sorry.
Review by Tearna Øivind4 months ago
I was assisted by several staff and all of them were helpful and attentive. One staff impressed me the most is this young lady staff at Cath Kidson at Piccadilly branch. She went the extra mile to check the stocks and helped me earnestly. I’m grateful and completely happy with the customer service she provided. I asked her name and she told me her name is “Astrid”. Thank you!
Review by Shantala Liverova4 months ago
Terrible customer service. Refused to give a refund when the error was entirely their fault (the shop assistant changed the size of the trousers I was buying at the till and by the time they responded to me there were none left in the correct size to exchange).
They offered a voucher which is no use to me as I don’t live near any shops and I would have to pay p&p to return the item and for anything I buy I online with the voucher. Even though I took the correct size trousers to the till and their employee changed it for a pair from out the back (I’m still not sure why)!
After I complained they offered as a ‘good will hesture’ to send me a prepaid paid envelope to return the trousers. Not really a good will gesture though as why on earth should I pay for their mistake?!
Review by Beninca5 months ago
£60 handbag with a zip which lasts 18 months. Terrible customer service and only offer free delivery on next purchase as a good will gesture. Next purchase - that will never happen!
Review by Vinncent Mulligan5 months ago
I bought a gorgeous glass water bottle with a floral print. The same day I purchased it, I filled it up half way with juice and it shattered just from being shaken? :(. The original price was £18. I think they need to improve the quality in some of their products.
Review by MsNikkiM5 months ago
Terrible customer service
They're unwilling to send to PO box which is my only postal address as I live in a remote area claiming the item will get lost. They told me to call them to arrange another solution only to yell me verbally that they won't post it...f*&$ing useless
Review by Popelca6 months ago
I recently bought a bag from Cath Kidston. After only 1 week , the cord broke .
Because the customer service is very long to respond to emails , I tried to fix the cord with a drop of fabric glue . Meanwhile , they replied to my email .
But apparently because I have attempted to repair the broken cord myself , they won’t exchange the bag . I am extremely disappointed. It seems they would look at finding any excuses to not exchange a product .
Review by CareyP Minghlani6 months ago
The worst customer service experience I have ever had. I messaged Cath Kidston regarding a backpack I purchased less than 2 months ago. This backpack is broken. The straps are separating from the backpack which is rendering the backpack useless. Cath Kidston's customer service told me the only option I have is to return the backpack (out of my own pocket) for either an exchange or refund. This backpack is limited edition and is no longer in stock. Therefore my only option is return and refund. This is unfair given I have had the backpack for less than 2 months. They won't offer anything else. The item is poor quality and the customer service are useless, unhelpful and down right poor. I won't be shopping at Cath Kidston again!
Review by Noelline6 months ago
I bought some bluetooth headphones from CK and had only had them a few weeks when I lost the cable. Looked everywhere and I assume it must have dropped out of my bag somewhere.... I emailed customer services and asked how I could get a replacement cable. I got a reply very quickly saying they had sourced some in the warehouse and would send them to me free of charge. I received them a couple of days later via signed for post. Absolutely wonderful service. Thank you!
Review by WithlovefromtheUK Deijne6 months ago
Appalling customer service. I was given a wallet for Christmas. Started using it in January and by March the zip had come off. I tried to exchange it in store and was treated very rudely by staff and was told there was nothing they would do. I phoned the online team and they were happy to exchange it but were totally inept. Said they’d phone me back numerous times and didn’t. I had to jump through a million hoops to return it. Barely worth the hassle but I persisted on principle.....only to be told by the rather unhelpful customer service agent that I could have simply taken it into a store....except the store had turned me away. Shocking customer care. Was reassured that the retail manager would phone me to sort it out. That was months ago and still no call.
Review by Guðjón7 months ago
I purchased and paid a lot (over £100) for a large suitcase. On only second use the zip jammed. When contacting customer services their response was that it was normal wear and tear! Really? So products are designed to be used once? Disgusting customer service. Won’t be buying from them again.
Review by Antalia7 months ago
I will think twice about shopping here again. Had to contact customer services and the customer services rep spent her time arguing with me and talking over me. I tried to point out a discrepancy but she was having none of it. Not a nice experience. Cath Kidston, you need to train your staff on how to deal with customers with respect and look to solving the issues.
Review by Bergink7 months ago
Always closing there stores
At short notice. So don’t expect to be able to return anything! Not told by staff you can’t return because they won’t be there brentcross.. stratford , Canary Wharf and lakeside ....
Review by LParsons Philipov7 months ago
I ordered a phone which broke within three days of normal use (weekdays at the office). So I raised a complaint to the customer service which PROPOSED me to return the item for an exchange or refund.
I had to pay the return fees and the customer service requested that I enclosed a letter enlighten my issue (already stated in an email to the customer service) - because the damaged item was supposed to be analysed by the quality department.
Six months later, no refund yet! The customer service informed me that they credited the money to a client account (that I don’t have).
I don’t trust this company and their products anymore. Complete waste of time and money. TO AVOID.
Review by Gaiai Velayudham7 months ago
Absolutely pointless online ordering system where almost every time you get an email to say that one or more items are out of stock and a refund is being processed. The thing is, the money has already left your account prior to the company confirming the item is available. To make matters worse the item still shows on the website.
You’d think for the price charged for items they’d be able to invest in a state of the art ordering system with real time stock levels. Obviously not and it’s so frustrating that I won’t be ordering anything any more.
Review by Adjani8 months ago
Gosh, I never realised until now that so many others have had the same customer experience as myself! Bag shown as available on their website so duly ordered & paid for with a gift card I had. Confirmation of order then received from Cath Kidston stating bag was on its way. Email then received the following day stating bag was not in stock after all so order had been cancelled. No mention of the gift card I had used to paid for the order or how they intended to reimburse me. Email then sent to Cath Kidston complaining vociferously & requesting refund of gift card funds but no response as yet, three days later. Envelope received in post today from them with gift card for the spent amount attached but no accompanying note, letter or anything else. Shockingly poor customer service which would be unacceptable from a poundshop, let alone a so-called expensive brand such as Cath Kidston. Woefully inadequate stock control system too. Shame on you, Cath Kidston...I’ll be thinking twice about ordering from you again 👎👎👎👎👎
Review by Abrach8 months ago
Ordered two products from them. After a few days got an email saying that they could not provide me one of the products and then refunded me. Replied them straight away saying that in this case I'm no longer interested in the second product as well, as they were supposed to be used together. Never replied me. Tried contact through email, Facebook and trustpilot. The item is supposed to be collected but I am not going to collect it and I want a full refund.
Review by Elbis8 months ago
I had used the same trusty Cath Kidston backpack for three years and it needed replacing so I bought the current version of it. When I got it the fabric was so thin and poor quality. Within a week of normal use, it actually tore right down the front. I emailed Cath Kidston customer service team who ignored me for three months. Eventually when they responded they said it was my fault and denied the bag was an inferior product. When I posted an honest review of the bag on their website they actually emailed me to say they wouldn’t be publishing it. So purchase from this company at your own risk. They have gone so far downhill.
Review by Lamisha8 months ago
No free postal returns label~they are in the minority as most stores offer this service.
When I returned my unwanted goods to a store, there was no receipt given to prove I had returned anything and I was told it had to be sent off and would take 10 days for a refund.
I also placed the order through Topcashback and it didn’t even track. No Cashback either.
Unhelpful, old fashioned and odd.
Review by Landbruksteknikk Palmai8 months ago
Ordered two items from CK online - two days later had an email to say one was out of stock. How they could not know this at the time of ordering (and before taking my money) is beyond me. I emailed to ask if I ordered a replacement item could I not be charged again for postage, still no response after three days, so have bought replacement item elsewhere as I need to get things posted abroad for Christmas. They really have got issues with their online services, terrible. Shame because I love their products. Would give just one star but still giving them a chance of a response.