Complaints

• Initial Complaint

  01/02/2025

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I bought from them and never received the parcel, the courier had photoed a different parcel by my door, this was provided as evidence to them and I filled in the forms they sent, no refund.

  Business response

  01/12/2025

  Hi ********* I am sorry to hear there was an issue with your order. However we have no record of an order from you on our US website, only orders placed on our US website should be raised via the BBB. Orders for the ** website or UK website should be raised to our Customer Experience team or via the relevant body in those locations. If you have a US order that is perhaps linked to alternative details from those provided here please let us know the relevant order number so we can assist - this will begin "#US -" followed by some numbers.

  Kind regards, KILLSTAR

• Initial Complaint

  12/02/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made a purchase at Killstar on October 24, it was received on November 4. I sent an email explaining that I fell ill when the package arrived, so I couldn't open mail during that time. I was very sick at an unfortunate time. By the time I opened the package, I was unknowingly outside of the return window. However, the dress in my package caused an allergic reaction. I asked for options due to the dress being unwearable for me, acknowledging that I was outside the return window because I discovered this upon trying to request help. It was suggested I use the Killstar resale platform, but the items I purchased are not eligible for said platform, so this was bad advice. Killstar said that the item is not faulty, but I have not had an issue with clothes doing this to me before, so how was I supposed to know? I contacted them approximately 21 days after receiving the package, but they still would not assist me in any way. At this point, I would like a refund, but they refuse to even offer store credit. The fact that they immediately refused to help is quite telling. So, I have an allergen in my house I cannot get rid of unless I just throw it away and contribute to landfill issues. I felt unheard by Killstar and they placed all blame onto the customer, washing their hands of the issue.

  Business response

  12/09/2024

  Hello,

  The material content of our garments are available to view on our website prior to and after purchasing any items. We are very sorry to hear that you are allergic to the item however, the item is not faulty and as it has been worn and is out with the return timeframe, unfortunately it can't be returned or refunded.

  Warmest Regards

  KILLSTAR

  Customer response

  12/09/2024

   
  Complaint: 22626197
  
  I am rejecting this response because:
  
  The form rejection response indicates that I wore the item in question. I told them I have not worn said item. They still refuse to assist.
  
  I tried on said item, but the tags are intact. I have not worn it out of the house. I tried it on twice to be sure and this item is affecting me. It is an $80 allergen in my house.
  
  I wish for this situation to be made right.

  Business response

  12/19/2024

  Hello,

  We appreciate that the tags may still be on the item however, the item can not be returned as it is too far out with our return window outlined within our return guidelines and can see no attempt was made to have the item returned within the window as when we were initially contacted this timeframe had already passed.  Again, all of our garments material content is available within the item description prior to and after placing an order and we do not advertise our items as hypoallergenic.  The item itself is as described on the website, we are sorry to hear you are allergic however can not accept responsibility for that.
  
  Warm Regards, KILLSTAR

  Customer response

  12/20/2024

   
  Complaint: 22626197
  
  This is the first response I have received that did not feel like some sort of canned response. I have received nothing but rude or robotic responses via email, saying that it is my fault for having an allergic reaction. The fact that there is no resolution for my issue is wrong. I have been offered nothing and still have an allergen-filled dress in my house.
  
  Customer service has not provided me any sort of resolution. I was given incorrect information, so Killstar can take the dress back and do with it how they please.
  
  Out Eighty dollars with an unwearable outfit and I have no way to get my money back. I would rather just mail it back to you and you can choose what to do with it. Destroy it, or sell it and make double money, doesn't matter because I am unable to wear it or even sell it because the item is still in stock through you. I would just rather not have this unwearable outfit in my home. I am not even able to resell it on your own website because the option is blocked for me, but your team offered that as an option to me. It is frustrating to receive incorrect information on how to proceed.

  Sincerely,
  
  ****** *****

  Business response

  01/12/2025

  Hello,

  I can confirm that all information that has been given to you is correct. Again, we are sorry to hear you are allergic to the item however we can not accept responsibility for this as the material content for items is displayed within the item listing which can be viewed prior to purchase.

  We will be unable to accept the item for return due to the length of time since the item was delivered and the item is as it should be. I am sorry for any disappointment caused.

  
  Warm Regards, KILLSTAR

  Customer response

  01/13/2025

   
  Complaint: 22626197
  
  It has been two months at this point going back and forth. I have this allergen in my house, and I wish to send it back to you. My last message indicated that I would be willing to send it back just to get rid of it, and then you can determine whether to sell or destroy it. I cannot even sell the item on your own site for store credit, an option that was provided to me by your team and proved to be an incorrect option.
  
  So, in light of the fact that you refuse to offer any sort of support, I wish to return my unused item with the tags on it, and accept that I will not receive anything back for it. I'm even paying for the shipping, just so I don't have to deal with it anymore. Just want the allergen out of my home. You can decide whether to donate, destroy or resell it because it is in resealable condition. It is even in the packaging. The suggestions provided have been unsuitable or even incorrect, in some cases. So, there is some fault because your team did not provide options, options you provide as a service on your website, that I could even use.
  
  This seems to be a suitable resolution because you have stated you won't help at all. I'm already out of my money. You can make another sale from my unused merchandise and while I will not receive any sort of financial compensation, you can continue on with your business. So, if your response is to not accept this item (not asking for refund, I just want the allergen out of my house), then another option is welcome.
  
  Again, sometimes, you don't know if something will cause a reaction until it arrives. So, to say, "Just look at the fabrics used," isn't always the best support. The different chemicals used when producing fabric can cause an interaction and I don't see you listing those on the website. I would suggest thinking about that. Sometimes, it varies from garment to garment, and that is unfair.
  
  Sincerely,
  
  ****** *****

• Initial Complaint

  10/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased 3 items, one was a large purse. That item was not included on my package, I emailed them, over 5 times, they replied asking if my package was tampered, I explained it did not looked tampered with, and the handbag was missing, provided pictures showing the size of the box, showing that was very small, showing that the packing slip inside was showing a checkmark next two the first two items but not to the handbag, they replied after 5 days, telling me to contact Route, as my package was insured. I contacted Route and they told me they could not help me and that they customer service **** at ******************** knew they could not help me. I only wanted my bag, instead I was ignored, and now I know I was also robbed. I did not expected this. It was the only present I was getting my birthday. They left a customer feeling powerless and not important.

  Business response

  10/27/2024

  Hello,  I can confirm that all items were shipped within the original shipment as confirmed by our shipping team and records with the shipping carrier. As you have Route package protection on your order, they do cover you against any items that may end up lost, stolen or damaged in transit. We reached out to Route on your behalf and can confirm that a reshipment of the missing item has been organised for you. Kindest Regards, KILLSTAR

• Initial Complaint

  10/16/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased my items on 09/16 and shipping label was created on 09/18. OfCourse, I waited 7 to 10 business days, and I haven't received an update on my order. I checked on the shipping status and nothing has changed. I reached out to killstar customer service, and they directed me to file a claim, which I did (JOKE) I requested replacement of my items, and they didn't respond to my request and closed my case without explanation. October comes around and I still get the run around, now they claim it's been picked up at their warehouse via ****. I checked tracking number and still shows shipping label created. SHAME ON YOU FOR LYING!!! I WANT MY MONEY BACK!!!

  Business response

  10/17/2024

  Hello, I am really sorry about the issues with the delivery/tracking of your package. I can confirm that the information provided to you that **** collected the package from our warehouse directly is correct however, it appears no network scans have been completed. As you have Route package protection on your order, they do cover against loss in transit and will be able to assist you in obtaining either a reshipment of your order or a refund if preferred. We have also reached out to Route on your behalf.  Kindest Regards, KILLSTAR

• Initial Complaint

  07/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I sent a return of a package of items to Killstar at the location *********************************** On the day the package was delivered, as Killstar does not provide their own return mailing but relies on the sender to ship returns, I reached out to confirm that the package was recieved.However, I was told to wait 10 business days as they do not update on returns until the return is fully processed.10 business days comes and goes, and I reach back out only to find out that the package is not in their facility. I put in a claim with ***** who reaches back out to share that claims have been made that this facility has lost many packages, and also that the package was scanned at the exact GPS location of the building, and put into the bundle with 9 other packages in the presence of an employee of the location.Killstar refuses to issue my refund saying that the **** lost it, despite evidence to the contrary. Someone at their facility could have made a mistake, thrown out the package or misplaced it, taken it, or left it out in an insecure location for a package thief. But they refuse to take any culpability over this situation.

  Business response

  07/26/2024

  Hello, 

  I am sorry for the experience you have faced with your return however can confirm that all information provided by our customer experience team to be correct and all necessary investigative steps have been taken. Without receiving the physical return back to our facility, we are unable to take any action. As the sender of the return package, you would need to file a lost package claim directly with the carrier you chose to make the return. We are unable to do this for you. I can see that a resolution was agreed upon with our team however, if you do require further support please do not hesitate to reach out again by responding to the last email within the thread. 

  Kindest Regards,

• Initial Complaint

  05/07/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  i ordered a pair of shoes off of killstar like a week or 2 ago. today 5/5/23 was the last day they were supposed to arrive and they have not. i would like to know if something is actually coming in the mail, or if i basically got ripped off. also fact that i had no way to track my order.

  Business response

  05/08/2024

  Hello,

  We have been made aware of fraudulent companies posing as us and our legal team are aware of this. We are not linked to or associated with them in any way.

  The shoe within the image attached is not a style that we currently sell and so it appears the order has not been placed on our website 

  I'd advise you to report any social media profile you placed the orders from and contact your payment provider directly for further assistance in recovering your funds. 

  Kindest Regards, KILLSTAR

  Customer response

  05/11/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  Bri *******

• Initial Complaint

  01/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Nov 25th I purchased the January Mist Cardigan which is a Soft stretch knit sweater with KILLSTAR branding, 100% Polyester. The item was initially washed then worn a couple times gently and then when I wash it for the second time following the instructions on the garment and their website - Machine wash cold (30c) / Do not bleach / Do not tumble dry / Iron at low temperature / Do not dry clean. At this point the item unraveled at the seams and where the thread change color. This business is supposed to be committed to providing quality product for customers but when I reached out to inform that this defective product was found after washing the item on gentle they stated we are not able to advise any further. Simply because it was washed. I provided them photos, explained the situation and advised ** not even requesting a refund but store credit would suffice by they still refuse to speak on the matter. I have requested a supervisor twice with no follow through and have just been told because it was wash they are unable to advise further which is obviously a problem if they are selling a product that cant be washed. Unfortunately at this time no resolution has been provided, their customer service is not responding to my emails and they have no number to contact. While I would like my money back I understand thats not happening but instead I would like to make known the issues and keep things moving.

  Business response

  01/24/2024

  Hi ******, I am sorry to hear you are unhappy. However I can see our Customer Experience team have responded to you every time you have emailed ** and your concerns were escalated to our senior manager in the team. They [alongside our *******************] reviewed your email and the images you provided and the senior manager responded to you via email. We do not have a customer service telephone line and can only assist via email as we have done on this occasion. As advised by our team and senior manager this issue is not a manufacturing issue but related to the care/wash of the item. As such it is not covered under any consumer warranty and we would not be able to replace or issue any refund or credit for it. I am very sorry for any disappointment as I know this is not the response you will be hoping to hear.

  Kind regards, KILLSTAR

  Customer response

  01/24/2024

   
  Complaint: 21185156
  
  I am rejecting this response because its unacceptable for this company to state this was a care/wash issue when the sweater is brand new worn once and was washed according to their provided instructions on care/wash at which time is fell apart. 

  Sincerely,
  
  ***************************

  Business response

  01/26/2024

  Hi ******, I am sorry to hear that you are unhappy and appreciate your feedback. However as advised on review of the images and feedback provided to our Customer Experience team the issue caused to the sweater has been caused by the care of it rather than a manufacturing issue. We stand by the decision taken by our Customer Experience Manager and ****************** and are unable to provide any replacement, refund or credit for this item. Apologies again.

  Kind regards, KILLSTAR 

  Customer response

  01/30/2024

   
  Complaint: 21185156
  
  I am rejecting this response as the proper care instructions and wash instructions provided were followed and the garment fell apart at the seam. I understand the company is unwilling to discuss this or make things right at this time. No further action is being taken by the company as I can see from cut and paste replies. Again while I'm rejecting this response no further communication is needed as the company is not willing to come to reasonable compromise on this issue.
  
  Sincerely,
  ***************************

  Business response

  01/31/2024

  Hi ******, I m sorry to hear you are unhappy and do understand. We have not cut/pasted and have taken the time to respond to your comments as best we can under the circumstances. Unfortunately we do not agree that the item has a manufacturing defect and our ******************* has, after much consideration, advised the issue has occurred through the care of the item which is why we cannot offer any store credit or refund. Again I am very sorry as I do understand your disappointment that our assessment of the item does not match your own.

  Kind regards, KILLSTAR 

• Initial Complaint

  12/01/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  My package from order US-******* has been sitting somewhere in the system for 1 week with no updates. Killstar just says they are "aware of **** delays So not helpful. I did pay for package protection and I have to have that package by this Sat. Night. I am leaving out of state for awhile and I have to have it before December 2nd. Otherwise it is useless to me. I believe my package is lost and customer care does not care. This will be the last time I shop with you. I've spent alot with you and never had any problems until now. I'm very angry and disappointed. I need to have a replacement sent to me overnighted please.

  Business response

  12/02/2023

  Hello, 

  Our customer service team advised that orders are dispatched within 7 working days from the date the order is placed and then shipping time is on top of this. We also advised that it is known that **** do have delays when updating the tracking pages with accurate tracking information. The customer was provided with accurate information in regards to the shipping of their package and given the link to the tracking page where it shows that the delivery was scheduled for 1.12.23. After checking, we can now see that the package has been delivered to the customer. 

  Kindest Regards,

• Initial Complaint

  09/25/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of cushion covers that I had filled with and upcycled with ***** ****** pillow covers. One of the pillow zippers split and came undone. This is a common defect with thin streamline zippers that have been sewn into double hemmed fabric. I couldn't zip the pillow back and didn't want to because it was stuck. I contacted their costumer service and mind you, this business makes it extremely hard to contact anyone. Every question you ask on that site makes you return to the **** I have bought several items and never returned anything. Even if I wanted to, they made it hard. When I emailed them about the cushion, their employee quickly determined that it was damaged on my part, which isn't the case at all. I cannot and will not sew the zipper for this new cushion. It's not worth the cost and my sewing skills are limited, it's a double hem. I shouldn't have to replace a zipper on a brand new item either.

  Business response

  09/26/2023

  Hi ************;

  I am sorry to hear there was an issue with the cushion cover. I have had the images provided reviewed by our ******************* and they have confirmed they would considered the issue to be accidental damage/care related. Due to this we cannot offer any exchange - apologies for any disappointment. Please be assured I will share your comments regarding contacting us. Whilst our FAQ is there for general help the quickest way to contact us is to go straight to the contact form by clicking contact us and fill this out .

  Kind regards, KILLSTAR 

• Initial Complaint

  06/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date of my transaction April 10th, 2023 Order number #US-1094654 Date of emailing killstar June 13th, 2023 I ordered the Gloomed and Doomed boots about 2 months ago, I finally got a chance to wear them out, Ive only worn them once, literally only to the movies, no crazy wear and tear type activities because Im learning to walk in them, and the chain/clasp for one of the chains broke off completely. The ACTUAL clasp broke off of the chain loop, the only way it could be fixed is if it was soldered back on. Emailed Killstar. It was pretty much told that.Looking at the images provided this looks to have been caused by wear and accidental damage and that they wouldnt be helping me and literally anyway. I understand if it was accidental damage or wear and tear, but my issue is a pair of boots that I paid $109 plus tax for, shouldnt have broken in just two months. Especially after only wearing them once. Shoes are meant to be durable and to be walked on consistently. Truly, a chain on $109+ pair of shoes should not have broken after only one wear unless they were very cheaply made. Which then you should not be charging $109+ for. In the email I had only asked if it was a possibility to get a replacement chain. No a refund, no new pair of shoes. I understand if it wasnt possible, but if it wasnt possible, I feel like there shouldve at least been some sort of reimbursement. Even if it was just a lousy 5% to 15% off my next purchase. Ive worked in retail for 5+ years, I know how it works. Ive also heard complaints from many other people who have ordered from Killstar where their products are just so cheaply made now for such a high cost.I had also ordered a bag about a year ago the clasp completely broke in half. But the lovely woman that I had talk to then went above and beyond, more than I had even asked for, and sent me a whole new bag. Killstar either needs to lower their prices or get better materials if customer service is going to be trash.

  Business response

  06/21/2023

  I have thoroughly reviewed the correspondence between the customer and our Customer Experience team and I can confirm that the team have advised correctly. The damage in question is accidental damage that has occurred through wear/use and so we cannot provide reimbursement for the customer. Unfortunately we do not have any spare parts for this item and as such are unable to provide any to the customer.

  Customer response

  06/21/2023

   
  Complaint: 20197351
  
  I am rejecting this response because:

  Nothing you can say will convince me that a pair of $109 shoes shouldve broken after one singular wear, especially in the specific spot that it broke. The spot on the chain that broke, was due to extremely cheap and trash materials. Which is absurd due to the item being $109. The chain its self didnt break. The clasp completely broke off due to being cheap while just walking.
  Its absurd to me that not even reward points or literally A N Y T H ****** could be given to make up for these shoes, being now unwearable after one use because of this company using extremely cheap products and charging $100+ for them.

  I am truly more furious at the horrible customer service more than anything else. The fact that I didnt even get a we feel for you, this shouldnt have happened/is extremely unfortunate, how can we make this, right?, is insane to me. 
  

  killstar, your products over the years, have gotten cheaper and cheaper while your prices have gotten higher and higher, as well as your customer service being repetitively trash. I am not the only one that is disgusted by this either. Almost every alternative person that Ive come across is extremely upset that an alternative company that is more main stream than the rest is just trash to their customers and puts out trash product for an astronomical price. 
  

  I had a bag break before about a year ago after having it for 3 days, decided that I was going to give Killstar another chance, and I was failed once again.

  Sincerely,
  
  **********;

  Business response

  06/23/2023

  Thank you for your reply *****

  I am very sorry to hear that you are unhappy and whilst I understand why you feel this way we cannot offer any spare parts as we do not have any to be able to offer. The boots have not broken - a decorative chain on them has been damaged and the evidence you provided has been reviewed extensively and be deemed to be caused through wear/accidental damage rather than manufacturing flaw and as such we cannot provide any further assistance.

  Please be assured that I will pass your feedback on product quality on to the relevant team

   

  Kind regards 

  Customer response

  06/26/2023

   
  Complaint: 20197351
  
  I am rejecting this response because:
  Although the shoe its Self wasnt damaged, and the chains were. The chains are the main focus, and the whole reason to buy the shoes from Killstar specifically. Especially those shoes in particular. Theyre basically just a ***********************/Versace dupe, but with chains on them. Why would I buy them from Killstar if I didnt want the chains, I couldve just bought them from *********************** for roughly around the same price, or even a cheap copy on Amazon. We all know the only reason why anyone would buy those boots is because of the chains but the chains are cheaply made so theyre breaking off your product and for me to even wear those boots, I would have to cut the chains off, damaging the boots further.

  The chains arent just a simple accessory on the boot, its truly the only reason to buy that version/style of boots from your company specifically. And I understand that you cant just send me more chains, but I dont understand why I cant be compensated in literally any way possible due to a key component on these boots being cheaply, made, and then resulting in breaking. Which then would lead me to have to further destroy the boots to make them even passable, or just throw the boots away/give them away broken. 

  And like I said above, if I just cut all the chains off, theyre basically just a *********************** dupe I couldve bought off of Amazon for way cheaper.

  At this point, I dont want anything from this company. I just want to be heard on the fact that this is legitimately ridiculous. I am fully aware that there are ways you can pacify customer without the company losing anything really in return. And I truly do not think Im in the wrong here, no matter which way whoever Im speaking with tries to word it. Its poor customer service that Im upset with and the fact that Killstar has become such a cheap brand with such high prices. 

  Sincerely,
  
  *******************

  Business response

  07/04/2023

  Thank you for your feedback **********;

  I am sorry to hear that you are still unhappy however as noted the issue with the chain has been fully reviewed and has been deemed to be caused by accidental damage which is not covered under any product warranty. Please be assured that I will pass your feedback on to the relevant teams.

  Kind regards

  KILLSTAR 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩