Kitsch

The store is beautiful and honest, the products are amazing, and the products are very cheap. We hope everyone has a try

This was my first experience with Kitsch. I figured they were legit because Shopbop carries their products & I've never had any issues with Shopbop.

I wanted to order some face masks that they had for pre-order. I totally understand that during these times delays or mix-ups happen and I'm not here to complain about that.

The website said the masks would be shipping on May 22, but May 22 came and went and I didn't receive any updates on my order. I figured there was just a delay (especially considering I ordered masks which are high in demand) and sometimes that just happens with pre-orders and stuff. But a couple of days passed and I noticed that my card was charged, but I still had not received a shipping confirmation or ANY updates. So I went on their site and tried the customer service chat and got no response. I went back the next day and still didn't receive a response. Then I tried emailing and I didn't receive anything so I tried Instagram which they responded pretty quickly saying there was nothing to worry about and it was just a delay. I eventually got an email (that conflicted with the Instagram response) saying my items were now out of stock and would ship later in June...

The bottom line is that it seems that their internal system seems a little off (I got conflicting messages...) and their customer service is not that great they respond very slowly and don't give tangible steps to help resolve issues.

I wouldn't risk it if you want to purchase their products buy it from another retailer.

UPDATE: Received productsthey are great quality and they are my favorite masks! Unfortunately, since they are a newer and smaller company, customer service is just not that great... Hopefully they will only get better.

Where do I begin...

First, I placed an order for five items. One of the items I ordered was not in the color that I wanted because it was out of stock. Within two hours, the color I wanted was in stock. I e-mailed customer service and it has been a nightmare ever since.

Customer service did quickly respond and said they can't make changes but I can place a NEW order and CANCEL the ORIGINAL order. Great! I immediately placed a new(second) order. I replied within an hour or two and ask that they please cancel the original order because I placed the Second Order.

It took them so long to get to my e-mail that of course and both orders had shipped. I followed up. Customer service said they couldn't do anything and I would have to start a return order when I receive the orders. I said, fine. It happens.

Next, I never received anything. Neither orders and it has been almost 30-days. I followed up a few times via e-mail and Instagram account. Sometimes they respond and sometimes they didn't. One of the more recent responses was that USPS was delayed but the shipment was on its way in a week. I waited - and nothing came.

I followed up yet again. I was finally told that BOTH orders were lost and that they can refund or replace.

So, I asked them to cancel the original order and replace the second. Great! We are on our way to moving forward, right? No! Now, the replacement order is missing an item and has also already shipped. Is this a JOKE? How difficult can it be?

I understand UPS and USPS delays - we are in a pandemic. But none of the responses were timely; nothing made sense; they can cancel but then they can't; the orders are getting delivered, then they are lost; then the replacement order isn't even accurate. I mean this is a simple straightforward order. Yet, it took 30+ days. I still have nothing and, if it does arrive, I still will be missing an item. What a headache!

The best in shopping, super attentive. Quick and thoughtful response,
So I recommend it and give it 5 stars