Kristy E.

AVOID. This website is FRAUDULENT!
They have stolen MY photos which have myself in, wearing MY jacket from MY Etsy listing and removed my stores copyright watermark to sell their own products! They have also done this with 2 of my friends Etsy and instagram photos! They are NOT using images of the items you will receive. Do not trust this site with your money. Buy directly from reliable sellers on Etsy, or other well-known websites that you can trust!

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.