I've been Gaslighted by Killstar Customer Service for over a month. I love and hate Killstar. I've found many of Killstar items to be different then how they are online. I'll check other sites with better less edited photos of the clothing/home goods, many items are manufactured poorly, bad sizing, or made incorrectly. I'm rather crafty so I've fixed any issues I've run into on my own and have become very picky and investigated my purchases as much as possible before ordering. I needed a new wallet and loved my old Killstar wallet from years ago. So ordered the Black Widow Wallet. On February 20th it arrived and I found that the outer zipper pocket was clamped shut by the Killstar metal logo on the back. I sent a message to customer service with pictures of the issue.
Enjoy the crappy customer service emails: I literally am copy/pasting these messages, all the grammar/lack of capitalization is not on me - it's the reps real responces"
Me:
"Hello,
I just received my order with the Widow Wallet and the outer zipper pocket is
Unusable and sealed shut by the metal Killstar label. The zipper works fine, but
The pocket is clamped shut. Do all the wallets of this style have this
Manufacturing error?
Thank you,
Rachel"

I received this message from Stacey the customer service rep:

"Hey Rachel - thanks for reaching out
This kind of pocket is not a fault but it's common for most of our wallets.
Most wallets have pockets like this that are usually intended for cards/cash so they won't be too roomy.
If unsuitable, you're more than welcome to return the item per our return guidelines.
Much love xo
Stacey"
I figured she must have misunderstood, so I responded:
'Hello Stacey,
I am familiar with those pockets and how they are usually thin and only meant for small items, however this pocket is literally held shut by the Killstar metal label. It is attached all the way to the inside, preventing me from using it for even a credit card or chapstick.
It's hard to relay this issue through pictures because of how tightly it is held together and that it has a black interior. I can literally only insert a single finger to the sides of the pocket that are not where the metal bracket is secured. I'm assuming the bracket is screwed through the fabric, similar to another Killstar wallet I have that has a functioning pocket. However where this label is attached is screwed through the pocket to the inside the wallet that I can not access, making that thin outside pocket completely unusable.
This is a manufacturing error.
Please tell me what Killstar can do to fix this issue.
Thank you,
Rachel"
I got frustrated by this chain of emails so I submitted a new claim with better pictures of the wallet issue.
Then Feb 21st KILLSTAR response:
"Thank you for your reply.
I have checked with our team & inbox, & can see this is a common occurrence for this wallet in particular which is why it's not deemed as a fault. Any replacements would also come this way.
All of the details on how to return can be found here This page includes a form you can use, as well as guidelines for making a return - we know it's a lot of info, but it's all important depending on your situation.
Let me know if I can help with anything else!
Warm Regards xo
Stacey"
Me:
Hello,
Did you receive my other pictures?
I'm confused from your original email to this one. You explained that this wallet, like most wallets, should have a functional thin pocket. But now you say this one is manufactured to be clamped shut and so it is unusable? Why would Killstar spend the money to manufacture a working zipper onto an unusable pocket? I'm just trying to understand because I'm getting mixed messages between these emails.
Thanks,
Rachel"
Now we have a new rep Francesca, her response:
"Hi Rachel,
Thanks for getting back to us.
Checking the previous messages I have only found the two pictures that you have sent at the beginning of the conversation.
If you have others you can please send them again and we will look through this again.
As my collegue said in the previous email, this is a common occurrence for this wallet in particular which is why it's not deemed as a fault.
I cannot see any other email where we claim that is manufactured to be clamped shut and so it is unusable.
As it was suggested also previously, the wallet can be returned to us, as a gesture of good will I can offer you a prepaid label.
Let us know and we will assist you further with this.
Much love"
I figured that they didn't understand the issue, because how could a working zipper on an unusable pocket make any sense for a company that wants to make a profit? I send multiple pictures and asked a simple question:
"Hello,
Here are additional photos that show how the pocket is clamped shut by the Killstar label. Are all the wallets of this style manufactured the same way so the pocket is unusable, or is the wallet I received the only one?
Thank you,
Rachel
Francesca Response:
"Hi Rachel,
Thanks for getting back to us and providing other images.
I have showed your picture to an other team member and it has been one more time confirmed that it's not a fault but this pocket little like this are intended to be used for cash or cards or receipts.
As I have offered previously, I can issue a prepaid label for you and you can return the item without paying any shipping.
Let us know
Much love"
ONE MORE TIME " I have showed your picture to an other team member and it has been one more time confirmed that it's not a fault but this pocket little like this are intended to be used for cash or cards or receipts." SO YOU ARE CONFIRMING THAT YOU BELIEVE THIS ZIPPER POCKET IS USABLE FOR CARDS/CASH/RECEIPTS.
Feb 26: Honestly im super frustrated now so I SEND A VIDEO. I HAD TO SEND A DAMN VIDEO!? WTF!? This is the most Karen I've ever been (up till today)
"Hello Francesca,
I'm trying to be patient, but how many times do I have to explain how this pocket is not a functioning pocket? I know how wallets are supposed to function. I understand that the outer most pocket on wallets are thin and not meant to hold many items.
This wallet is literally clamped shut by the Killstar logo. I can not fit a credit card into it. I can not fit cash or receipts into it. It is designed as a pocket however it is unable to function as one because of a manufacturing error.
I attached a video to visually show you this problem because apparently my multiple photos are not making it clear to you or your team.
I find this repeated response to be rather insulting to my intelligence. I have reached out with a simple question asking if all of these wallets have the same defect (of the outer zipper pocket being held shut - literally screwed tight and unusable by the metal Killstar logo) or if mine is the only one? I have yet to get a clear answer to this.
This wallet is defective and I would like one with a working pocket (one that I can actually put cards or receipts into).
Rachel"
Feb 26th: Now I have Maria from Customer Service
"Hello Rachel,
Thank you for your reply. I understand your concern. We will go ahead and accept the wallet for inspection.
I've attached a return label and form. Please fill out the form as best you can so we can match the item with your order. Send the form along with your item.
The return label simply needs to be printed, place on the outside of your package and handed to the carrier or drop off location.
Once your return arrives at our warehouse, we will inspect it and if deemed faulty we will arrange a replacement or send you an email to advised otherwise. This process can take up to 10 business days from the date it arrives to our warehouse but it usually never takes that long.
Warmest regards
Maria"
Finally! Someone realizes this is an issue. I send the wallet back and ask for an exchange in the hopes the pocket actually works! (fingers crossed)
March 28th I get the NEW WALLET HAS THE SAME ISSUE. So once again I message them:
Me:
"Hello,
I just received my exchange item for a damaged product. The replacement I received has the same issue as my first where the side zipper of the wallet is secured shut by the Killstar metal logo, making the side pocket unusable. There was confusion with customer service when I initially explained this problem and I had to send a video showing the issue. This replacement has the same manufacturing problem. I'm assuming all the wallets have this issue and I would like a refund of my initial purchase please.
Thank you,
Rachel"
Francesca Response:
"Hi Rachel,
Thanks for the reply.
We are sorry that you have received also your replacement like this.
Can you please provide some pictures of it too and a refund will be issued for you.
Much love"

So I take new photos and another video because I'm not doing this $#*! again.
"Hello,
Here are some photos of the new wallet and I tried to attach a video if the photos are not clear enough.
Thank you,
Rachel"
THEN I GET THIS RESPONSE TODAY APRIL 6th FROM STACEY THE ORIGINAL CUSTOMER SERVICE REP
"Thank you for your reply.
As previously advised, this is common for this product & as such, it's highly likely all replacements will have the same feature - this was mentioned back on February 21st.
We previously provided a prepaid return label for you to send back for inspection. If you have requested an exchange, the team would have sent you another of the same design.
If unsuitable, you're more than welcome to return back for exchange/refund/store credit. Usually we require refunds to be sent back within 14 days of receiving, but in this case we can make an exception & I will let the returns team know this.
All of the details on how to return can be found here This page includes a form you can use, as well as guidelines for making a return - we know it's a lot of info, but it's all important depending on your situation.
Let me know if I can help with anything else!
Warm Regards
Stacey"
"As previously advised, this is common for this product & as such, it's highly likely all replacements will have the same feature - this was mentioned back on February 21st."
WHAT THE ACTUAL $#*!. Literally from day one I have asked if all the wallets have this issue or if it is just mine. I have asked MULTIPLE TIMES (4 times I believe) I never once got the answer until today!
KILLSTAR IS MANUFACTURING DEFECTIVE PRODUCTS AND HOLDING THE CUSTOMERS RESPONCIBLE FOR THEIR POOR QUALITY CONTROL.
It's not a huge deal to me that the wallet pocket is clamped shut. I would love it if it actually worked like my other Killstar wallet from 5 years ago, but it doesn't. Like any customer that buys something online, you want it to be as it appears online. I didn't think after all this time I'd be gaslighted by customer service.
I'm so upset and disappointed by one of my favorite brands.
I will never shop there again.
I advise any consumer to buy with great great caution, because you are required to pay shipping to return items, and it can take weeks to receive a refund if at all.

I do not appreciate being gaslighted. Customer service would not escalate my concerns. My postoffice is very sure that they never arrived in Canada. I have spent multiple thousands with this company over Covid. No respect, no compassion, dead ends. After frustrated email after email where I asked for information to do an investigation they spun me in circles, spun various excuses, and finally when I said writing it was refused delivery was a Federal OFFENSE and I was going to launch an investigation with Canada Post, they could not come up with one document. My beautiful Christmas presents never came. The fibs they continue to tell are telling. I just got my credit but only after 15 emails begging info and my time is worth money too by the way. I still cannot get any documentation to prove they ever sent me anything but I was told it was on the way so many times in emails. My postal worker was willing to help me escalate it because it never came to my door, or my box, or my post office. Everything is recorded. THEY INSIST THEY TRIED TO DELIVER TO MY DOOR. IMPOSSIBLE. I PAY DUTY SO IT CAN ONLY GO TO. MY POSTOFFICE. SOOOOOO MANY LIES. SHAME ON THEM. I think they should have compensated me, sent me my order for free, apologized officially but all I got were various fake names and boilerroom could care less read off a card words that NEVER ADDRESSED MY ACTUAL QUESTIONS. I am mortified that I gave them $9,000 in business for the last two years. Shame on this company. They don't deserve to be in business. BEWARE an organization that feels entitled to this lack of service when they held my money for months. I am not in the business of lending money... no I am not a bank. Disgusting behavior like this deserves a bad reputation. I hope they fold. I would buy from the UK but I have soooooo many VIP points. Too many. Oh and get this... a few days ago they sent me a $20 voucher so I would order again. But not information as to how to avoid this fiasco in the future. Believe me, I want to order so many things. I do love the products.

This is the kind of email I could not get answers to:]

"This makes no sense. Look at this info. Nobody sends back a package after
One attempt at delivery. There was no papers left. My postoffice would not
Send a package back without inviting me to pick up anyways. I have to pay
Duty so they are ALWAYS picked up and I get several documents with an
Address and plenty of time to pick up.
Will this be reshipped or will you be giving me a full credit? I paid for
My order in good faith.

Can you understand my frustration?

I need to discuss with a high level supervisor. Please!"

Never gave me any answers
No documentation to prove their claim that it was an attempted delivery
A slap in the face - here is a voucher so you can order some more clothes that will never come for $500.

I THINK THEY SHOULD HAVE RESENT MY WHOLE ORDER FOR FREE
LOOK AT MY HISTORY WITH THEM.

I AM IN BUSINESS AND I WOULD NEVER DREAM OF TREATING A CLIENT THIS WAY AFTER SO MUCH MONEY WAS SPENT BY THEM. WHAT KIND OF PEOPLE ARE RUNNING THIS CHAOS?

I also find it strange that the screen shots I ALWAYS take of my orders are now altered online with many "partially refunded" notations placed in orders that it never happened on. Luckily I screen shot every single order as I made it and I have bank statements well organized.

When I asked to speak to their fraud department they said they did not have one.

Oh my!

Whom ever works in the marketing / sales department and made the decisions on the new kreepture really needs sacking. This has turned in to a PR nightmare.

The support staff are really not interested and I doubt anything will happen to future sales of these stuffed animals, they will just keep on upsetting their customers. Its another case of a company forgetting where it came from and happy to loose customers with an eliteist attitude.

Its like they dont actually want your money, they limit the number of items (half the number of the last release that sold out) instead of doing something sensible like only selling it for a limited period of time say one week or one day and fufilling the numbers sold (they dont even have to hold it in stock just say delivery will be like 3 weeks for example).

You could even only realease it to accounts that have purchsed from the site in the last two weeks, in the first drop.

Or even better... take pre orders from existing customers?

All of this has lead to scalpers directly buying multiple ones of these as they dont limit house holds just peoples names. They where literlly on sale within 2 minutes on ebay at 4 to 6 times the original value.

I have seen so much dislike generated by this, that it shows that this company really doesnt care one bit about its customers, which in this climate is a really short sighted and narrow way to operate.

*Update* I got my details to them as requested in their response on trustpilot and they really didn't need them. It even fooled me a little that they cared, but all they wanted to do is say oh sorry that happened to you which means that the response to my review was just a poor attempt at them trying to make themselves look better to people reading this review. My opinion still stands on how poorly this whole debacle has been handled.

*Update* Further copy paste messages sent to me via messenger, some parts of the messages where not even relevant to what was being said. This is embarrassing for a company to do at best. Meaningless apologies followed by a hey its ok dont feel bad we will be trying to sell you more different products in the future.

I've been very disappointed by Killstar's customer service before when I purchased a pair of shoes 2 years ago. Their website labelled the shoes as a UK size 8 - I am a UK size 7 and they still came up really small and just didn't fit!
Despite the fact it was their labelling of the shoes that was the issue- I'd even gone a size up to try and make sure there was no way they couldn't fit- when I contacted them about this they took no responsibility for their error and made me pay the hefty fee of returning the shoes (I think this was around £13 due to their size and weight!)

Now today, after explaining to them about the fact I've just been through child birth and stuck in hospital incredibly sick, and physically haven't been able to get the order back any sooner... they still aren't able to take into account extenuating circumstances and allow me a couple of days extra past the minimal 14 days to return the items for a refund because of this. I desperately need the cash for things for my daughter now that I hadn't expected to have to pay for, but they have ignored everything I've said and been no help towards my problem at all.
Their unhelpful, cold hearted, and overall just awful customer service is just shocking.
I think it's bad enough I'm already having to pay the return postage - this is poor for any company in 2019 as it is, especially when they don't even pay postage when the issue is something that is their own fault in my prior experience.

Their products are often high quality, beautiful things. I just wish they behaved like a normal, half decent company and didn't mess people around in all the awful ways that you do.
They should only send out what people have ordered (before I have had random other items arrive because they didn't actually have the stock I placed the order for, so sent something else in their sale that was totally different which I didn't want in a COMPLETELY different size to other things I'd ordered - XS when many of my other things were ordered in XL!) and still this was my responsibility to pay return postage even though they sent something I didn't order!

If their customer service and ability to help people with their purchases in specific circumstances was better, and they were able to offer a half normal returns period of 30 days and free returns postage, I can honestly say I would have made so many several more orders with them over the years. But the fact that their customer service has let me down so hard YET AGAIN! And doesn't take into account anything their customers say or their satisfaction with their experience of their company- means that I will not be purchasing from them any more.
I hope they take a serious look at the way they choose to interact so poorly with their customers in future and one day provide a service that people feel happy and confident about purchasing from again, not just cheated and wangled unfairly from their money.

Okay for those who have not time: DO NOT BUY from Killstar.
Killstar is the absolute worst when it comes to. Well, EVERYTHING they do. I attached all my E-Mails as proof to show how incompetent they truly are.

Killstar, they declare themselfes as "luxury" but in truth all that is luxury is the pricetag. I wish I had seen all the terrible reviews before I bought from them.

I simply wanted to order shoes. Tomb Travel Boots & Darkwave Boots.
Since they don't feature a size chart with actual measurements on their products, you have to rely on what they promise to you.
I think they didn't get the memo, that it doesn't help, when you only write: "UK 9 = 42EU". Every shop has their own size chart with their own interpretation of a non-standardized system. So I used their nice little link below the product size chart which says: "For further assistence, please contact us!". Please look at the first screenshot. I guess further assistence means copy-pasting the same chart that didn't help in the first place because apparently Killstar is either too lazy or just too mentally limited to read contact formulars and E-Mails, who knows? Fact is, they don't read your requests and don't care. So got no help from the support huh? I should have stopped there. Sadly I didn't. Google was more helpful and revealed this link to me: killstar*com/pages/size-charts
It's funny how, after my complaint, they removed the CM from the women's footwear chart. It said:
UK9 = 42EU = 29cm.
It was still there when I was still interested in their products. (As mentioned above, I got screenshots as proof). That size guide site is still unreachable from their main webpage. You have to google it.

Anyways, after I finally got measurements, I ordered.
Long story short: The shoes are a disaster.
The insole length of Tomb Travel Boots is 26,5cm, which is 2,5cm shorter than promised. Not even the outsole is 29cm. Where the heck are the 29cm coming from? Is air now insole-lenght too? Or maybe they measured their own arrogance. It's not only false advertisement but also just a complete ripoff at this point.

Darkwave Boots are 1,5 cm too short. At least they still fit. But just barely. Still not as advertised. This is where I wrote a detailed, long complaint - spoiler alert: They didn't care at all. They didn't even really read what I was complaining about. They answered: "The size printed on the shoe is the sole length rather than insole length". Hah, good one, no, It's not. And if they would have looked at my attached photos, they wouldn't have written that completely mindless answer.

It is mindblowing for me, that not even ONE person in their entire production line did not notice this. You would guess, that companies have quality control-teams. Well Killstar sure as heck doesn't have one. Otherwise a misake like this would be impossible. How incompetent are you, Killstar?

Killstar has since ignored my latest E-Mail. Usually I stay polite, no matter what. I work in customer service as well and if I would reply to customers like that (or not at all), I'd be fired instantly.

I obviously had to pay the return of 15,99 myself. I had to pay for THEIR mistakes. This is why you always pay with paypal, folks.

Is this how you treat paying customers?!
Disgusting. Don't ever buy from them.
They don't deserve our money.

My favorite shop!
They are wonderful, fast and professionaly, with high quality items!
I love THEM!

I've spend a fair bit of money on killstar as i love their products. Only last time I bought several items not on their clearance but when there was 20% off the entire website, not a discount code because everything was already the 20% off. 3 things that arrived were way off. Size 4 shoes that fit like 2 1/2, size medium dress and leggings that fitted like a 2xl!, and and bra-lette that wouldn't fit a pre pubescent 12 year old! I sent the stuff back straight Away. They didnt put a returns form in, or that nice envelope with the flyers or anything like they used to btw, didn't care I'd spent £300 on their goods, just thrown in, and after I paid for special delievry to get it all sent too! Anyways, sent the stuff back that was no good for a refund. Waited about 5 days, emailed them asking how long it would be before i got the refund and they said it was Processing so another couple of days. I wanted some other stuff before they ran out of my size that had just gone into clearance and a few full price things, so did another fairly big order knowing I'd be getting about £100 or so back, but then the stuff arrives today, all good actually but then later this evening a credit note, not a refund which they state is because I had a promotion as it was on sale! There is no indication whatsoever on their site is the case and even when I emailed them they didn't give any indication i wouldn't be getting my money back into my card. I'm now out of pocket, they still have my money and I wouldn't have ordered my stuff that arrived today if I'd known they were gonna pull a stunt like that, I'd have waited. I need that money! I'm having a dispute with them now, as this isn't fair and it wasn't made aware on the website at all, there was no promotional code and my items were not even clearance! So beware people, if you buy from them, even if you get 50p off, they won't give you a Refund. Sneaky trick people, because they'll say you got a code or promotion or some crap. If I don't get my money back, I'll spend the credit note ( wait for a better sale or some promotion on something) then they can bugger off because I won't be buying from the website again, I'll use other means to buy their stuff, like my local gothic shop, and other gothic websites to stock their stuff like katesclothing, and dollskill/Ebay. They seem to only care about you tubers who promote their stuff and get thousands of pounds worth of stuff for free, usually people under 25 who they are trying to appeal to with exception to a few very established ones. I was caught on the bandwagon of this niche brand as genuinely love their stuff but the customer care is truly crap! You can't even call this stupid company which is a joke. All you get is some automated robotic message email back with some stupid idiotic "much love Emily" at the end. Yeah much love for nothing mate. You've lost a good customer!

Dont do it to yourself. I came here and read reviews first also and I thought theres enough good to outweight the bad, it wont happen to me. It will.

I ordered in April the first time. Everything was fine. Prints on the dressss I got were stuck together on arrival, but they were big enough to gently pull apart and be fine. This is important later in the story. So keep it in mind.

I order early May again. Both items I receive are WAY off size chart. One mens item and one womens. It sucks, but I figured its fine. Ill exchange for something else, sucks Ill be out shipping. For clarity both items were clearance. So any difference I was getting back in store credit. I send them back $10 to ship. My total original order with S&H was $55.

A few days later I see my items have been delivered and I just email to check in and make sure they made it there safe. Yes I know the policy is 7-10 on exchange processing. But Princess is rude and jumps back at me with the policy and theyll hear from me when its done. Yea; thanks just making sure the post office was bothered to do their job.

I hear back a few days later that my exchanges are on the way. Original order minus S&H was $48, they cover S&H on exchanges in the US total cost of items I got $44 (these are all invoice numbers btw), I got a $1.50 gift card. Who does their math? Im not sure. But I dont argue, I got my clothes.

Except the dress I got Spooky Haunting, was again stuck together in many places only this time the print is small and delicate and you cant pull them apart without damaging the print. And I tried everything. Cold water, warm water, giving it a minute in the dryer to warm them all up. Nothing. I ended up with mangled print all over the dress. Missing pieces of print and complete mess.

I email; they ask for pictures. I send many. I get back if you dont want to send it back (NO! It will be another $10!) then we can give you store credit which is normally 20%. So it would be $4.80, but I can do $6.50. Let me know.

$6.50... for a $24 dress that is a complete mess because of a manufacturing problem. Gee, Id say they probably need the money far worse than us. Ive spent over $200 this month on clothes with them from the US and UK site my purchase from the UK site last week is my last. I have asked them to delete my account including my wishlist with over 15 items I intended to buy.

Do yourself the favor: dont give them your money. Youll get treated to their customer service experience.

Long time customer, used to be my favourite brand - designs were unique and usually well made, old pieces from '14-'16 collections have held up great and i love them - BUT...
Their quality is waaayyyy down, i mean way down. While their prices have remained incredibly high, their good designs have become few and far between and often arrive falling apart, with advertised features such as bows, buttons and patches frequently missing and stitching and studs falling right apart:
- Got the "Fancy AF" choker and within 2 days, bow & ring hardware dropped clean off, luckily a jeweler's tool was available to me, and continues to be required as this piece continuously falls apart, spikes are also very loose
-"Alexandra" lingerie set (Bralette & Panties) were both missing bows, incredibly messy stitching that required trimming before wear
-"Widow" bralette's stitching was so poor the embellishment straps fell off
-"She Devil" clutch bag's spikes began to drop off within a couple days & strap is terribly designed and falling off
-"Poseidon" leggings pattern is a cheap foil which rubbed off within about a week leaving black powder everywhere
-"Sweet Sinner Velvet Bodysuit" comes with the world's cheapest garters which barely function and attach uncomfortably, stitching coming apart, bows falling off and terrible quality

These were just my misses, you might notice these are all pieces from their newer collections. IMO it is worth grabbing older things from their sales, they do run a bit small in the bust (and large in the waist if you've got a notable hourglass figure) but they're so gorgeous and trusty Varg sweater, velvet witch dress, sad handbag and full fury choker continue to be staple pieces in my wardrobe - as well as make me slightly depressed remembering all good things come to an end.
I've never had an issue with their customer service (only shopped US store) and although i've heard bad things about it, quite often it seems like a misunderstanding on the customer's part that end in the loudest complaints. Remember to read all the details and terms before making an online order. In my experience they are quite polite when a package is lost or misdirected, although obviously this will vary between reps and returns aren't free.