Reviews

Review Details

• Review fromElle L

  Date: 03/15/2024

  1 star
  Scammers!I bought a dress from them and returned it, and they claim I sent back a different dress and size than what I ordered. Stay away from this company. Beware, ******* ********** and other stores carry this brand and they ship it from Kiyonna. 1) Made me return by mail and not in the store--RED FLAG #1 2) After 7 days after receiving my return, they emailed claiming I returned a different style and size dress and wouldn't process my refund. They claimed I sent back a 3X. I have never in my life purchased a 3X. I cannot return something I didn't buy. Red Flag #2 3) after Several emails back and forth, they still refuse to refund my $217 forcing me to dispute the charges.4). I not only didn't even try on the dress because the fabric was too heavy, but I sent it back in the original package to which it was sent to me. It was 100% the dress I had ordered and the correct size. 5) I have proof they received the dress on March 4th.

  Kiyonna.com

  Date: 03/19/2024

  To Whom It May ******** as one of the owners of Kiyonna Clothing, we take complaints such as these very seriously and want to address these issues head-on. The first point the customer makes is that she was made to return her item via mail, vs in store at a ****** location. Unfortunately, this is not a policy of Kiyonna Clothing's, but that of ******. This information is readily available to all customers of Macys on the macys.com website when ordering items online. There is nothing we can do to change this policy. The second point the customer makes is, again, out of our hands. Because we are a dropshipper (we sell our products directly to the ****** customer on ****** website, vs. ****** buying our products from us and selling the products to their customers), there are procedures that have to be followed in order for refunds to be processed. We have never, nor would ever deliberately hold someone's refund without a valid reason. My customer service team explained to the customer the issue with the received item, and waited for guidance from the ****** team. Unfortunately, the ****** team was slow to respond, and the customer escalated her complaints yesterday threatening posting bad reviews about our company, etc. We again explained we were not deliberately holding on to her refund, but, rather, had to follow the policies and procedures put in place by *****. We finally heard back from ****** support later in the day, and promptly processed the customer's refund. We apologize for any inconvenience this may have caused the customer but, in this case, the policies and procedures cited by the customer in her complaint about us/her return experience/the refund procedure were quite literally out of our control.