Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/25/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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

  Date:06/20/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  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

  Date: 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 Answer

  Date: 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

  Date: 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 Answer

  Date: 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

  Date: 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 

• Initial Complaint

  Date:05/05/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Site claims to offer free returns and exchanges, so I happily ordered several item. Upon trying them on, some did not fit or match the item photos on the site, so I attempted to return. Returns are not in fact free and nor are exchanges. The web page that I was linked to states that even if they send you the incorrect item or size, it costs you to exchange it (more than the value of the item).

  Business Response

  Date: 05/08/2023

  The *** section on our website advises: "Return shipping is payable by the customer so the choice of carrier/shipping method is at your discretion however we would always encourage you to choose a tracked option." for exchanges it states: "Just follow the normal return guidelines here and send it back to ** using the carrier of your choice. Well send you a link to pay for shipping the exchanged item from ** to you for an international order, but well pay the shipping from ** to you for domestic exchanges"  Our *** section is available for customers to view prior to and after placing any orders. Looking at the correspondence we have, the items ordered did not suit the customer, due to this they should be returned following our return guidelines.

• Initial Complaint

  Date:03/22/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Every time I order something, it fails. I tried ordering this #US-1092104 today. Used different cards.

  Business Response

  Date: 03/28/2023

  We have responded to the customers email advising them of reasons this may be occurring and also have conducted an internal review. The customer should be able to place an order on the site successfully at this time and we have advised them of this.

  Kind regards 

  Annmarie 

• Initial Complaint

  Date:12/06/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased from their website for the first time. When I received my order, I realized ALOT of the times were much too big. I didn't realize their items ran a-lot larger than normal. I contacted them within 15 days of receiving the order (because I was out of country) to return/exchange items. They told me they could not return the items but only exchange them or offer store credit. They told me it was a courtesy that they would even allow me to exchange the items at all. When I reached out to customer service, I was met with unwarranted behavior as a first time customer. The rep in particular was named ****, who said they were a senior level manager. I asked multiple times to be directed to someone above them, to which they would not respond. I am extremely disappointed with the customer service and lack of ability to return - even their policy states they could have done a return/exchange OR store credit. Will not be shopping here again.

  Business Response

  Date: 12/08/2022

  I have looked through the exchange and we have replied to every email from the customer. Our refund policy requires customers to return in 14 days for a refund, as we have no contact until December 2nd. This is out with this timeframe, day 15. We have advised on several occasion they can return for an exchange or store credit. I have been unable to locate any unwarranted behaviour, the team have explained the situation to the customer.

  Customer Answer

  Date: 12/14/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I wish to return the items for a full return. I have read the reviews where it mentions that commonly Killstar doesn't given a full refund, exchange or proper store credit - not to mention that they determines the value when they receive the product. That last thing I'm willing to do is send back all of the items and not receive proper exchanges or credits.
  
  At this point, I do not feel comfortable sending the items back without a guarantee that I will be fully refunded. None of the items have been used or worn, which I mentioned in the email.
  
  I've asked to speak to a higher level manager and no one seems to be capable of doing so.

  Business Response

  Date: 12/19/2022

  I am sorry you are not happy with our reply. All of your orders now have a chargebacks to the bank. Due to the chargebacks we are unable to advise. As you have applied to the back for a refund, we will require the items be returned to us.

  Customer Answer

  Date: 12/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I would appreciate speaking to a real human being. What is the number to call?

  Business Response

  Date: 02/01/2023

  We do not have a customer service phone number. Please refer to my previous reply as chargebacks have been filed,we will require the items to be returned to us.

• Initial Complaint

  Date:12/01/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I made a purchase on 11/14/2022 order # US-******* While i was on the website BOGO was popping up for certain products. I added one of these to my cart. When i got to my cart a reminder popped up that it was a BOGO and to add my second one. I did. I noticed the price didn't change but figured it would after the transaction. It didn't. I sent them a message w no response. Then I received my order and I still was charged for the second item. I sent another email and was told that BOGO expired the night before. They said i could return but had to pay shipping. But I received that BOGO on the website while shopping. I responded back that I wanted my money back. They ghosted me. Will never buy from this company again. Total scam. I want my money back for the second item OR I want to return it **** paying for shipping. This is THEIR WEBSITE MISTAKE. get a better web designer. Not my issue. Terrible customer service. I want the ability to return all the items on that order **** being responsible for shipping. They don't deserve my business. I hope they shut down.

  Business Response

  Date: 12/07/2022

  I have taken a look at the correspondence with the customer. We can only locate one email thread from the customer. When the purchase was made the bogo offer was for ********************** when the order was placed. Teacups where not part of this offer. Our other Bogo offer had ended on November 13th, their order was placed on the 14th. As their purchase did not qualify for the previous offer, they can return for a refund as advised

• Initial Complaint

  Date:11/15/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i didn't get 3 of my orders.. was supposed to come 11/10. it's 11/15
  *****************************************

  Business Response

  Date: 12/09/2022

  Business Response /* (1000, 5, 2022/11/22) */
  I am sorry your orders have still not arrived. We have been on touch regarding your order. As part of the investigation into the location of your parcels, we have asked you to fill in a form. As this has not been filled out, we cannot start an investigation or advise further. If this is signed and returned to us, we can claim and let you know once we have a reply. Only once this has been investigated by the carrier, can we resolve or offer you any resolution.

• Initial Complaint

  Date:10/27/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order one of the items was defective Order# ********* https://us.killstar.com/products/be-major-corduroy-skirt-plus The zipper was defective and would not stay up.. in the picture the zipper caught my skin as it kept unzipping. I contacted customer service. Waiting on a refund. It's been over a month and have had no reply. Contacted them again through email and still have had no response.
  

  Business Response

  Date: 11/18/2022

  Business Response /* (1000, 5, 2022/11/02) */
  I have looked into this and can see our team replied to you on october 31st. We provided a label for you to return the item. We have checked the tracking and it appears it has not updated. The item has not been returned to us. Please let us know once this has been returned to us.

• Initial Complaint

  Date:10/14/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  i love killstar and i'm so disappointed that i have to literally make this complaint.
  
  Order ***********
  
  they sometimes mess up on some things. one thing, is the way they create their postal labels. they sometimes mess up the address and it gets to my state then bounces back to the seller. i shop from uk killstar because i like the og killstar/have more products. i don't understand why they keep doing this.
  
  this also applied to a jumpsuit i got. it came ripped, and they sent me a replacement that bounced back to them and now it's stuck in a postal facility in the big city. the replacement is for this order: ORDER ***********
  
  what's going on.
  

  Business Response

  Date: 11/17/2022

  Business Response /* (1000, 5, 2022/10/18) */
  Thank you for getting in touch, the replacement order #*********** is still updating as in transit to the customer. USPS tracking: *************. I have asked the team to file a claim to locate the parcel/the issue.
  FOr ******* we have reached out to the carrier, we have confirmed it has been shipped to the address the customer used at checkout. I have reached out to the carrier regarding the RTS status, Royal Mail shows RTS but not USPS. Tracking: *************. We will be in touch when we get a reply, in the meantime, we will wait for the parcel to come back
  
  
  Consumer Response /* (3000, 8, 2022/10/20) */
  1. they claim that my goth shake came in the mail, it didn't.
  
  2. they STIL haven't told me anything about the alia lace jumpsuit. i'm SOOOOOO DISAPPOINTED. VERY VERY DISAPPOINTED. at this point i want another one sent to me, or a REFUND IVE BEEN WAITING MONTHS
  
  
  Business Response /* (4000, 10, 2022/10/26) */
  Regarding your goth shake bag, I have sent you a declaration to fill into allow us to start a claim. This has not been returned to us signed. To allow us to claim, please return this to us.
  I have also been in touch about your jumpsuit, The carrier has advised that your parcel has been delayed, your USPS tracking is still updating. As the parcel is on the way, we cannot issue a refund.

• Initial Complaint

  Date:08/21/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I GOT A RIPPED UP JUMPSUIT FROM KILLSTAR AND THEY SAID THEY WOULD SEND OUT ANOTHER AND THEY DID UNTIL **** DECIDED TO RETURN MY PACKAGE BACK TO THEM. WHAT THE HELL I DID NOT MAKE ANY MISTAKES WITH MY ADDRESS *** I HAVE BEEN WAITING WEEKS FOR THIS PACKAGE IF I DONT GET MY PACKAGE I WANT MY MONEY BACK THIS IS OUTRAGEOUS MY ORDER IS************
  

  Business Response

  Date: 08/26/2022

  Business Response /* (1000, 5, 2022/08/26) */
  The information on the shipping carrier website advises of an address issue and the order will be returned to sender. We have contacted both ********** & the international shipping partner **** in regards to this.
  
  Customer has been advised that once we receive the order back to our warehouse we would be able to either reship the order or refund the order - this would be their choice.
  
  
  Consumer Response /* (3000, 7, 2022/08/30) */
  (The consumer indicated he/she DID NOT accept the response from the business.)
  Please send me a tracking number/link to the tracking number via email so I can follow it on the Ship app, then I will accept their response. Once the tracking number is sent, please respond quickly to this, and I will happily accept the response
  
  
  Business Response /* (4000, 9, 2022/09/06) */
  The tracking was issued to the customer when the parcel was shipped. It can be tracked on ********** and **** with tracking: *************. Tracking has updated on **** so it appear to have not been lost. Once we have the parcel back we will let them know and we will reship or refund
  
  *******************************************************************************************************************
  
  
  Consumer Response /* (2000, 12, 2022/09/10) */
  (The consumer indicated he/she ACCEPTED the response from the business.)
  thank you ******** <3
  
  Business Response /* (4000, 18, 2022/09/14) */
  Apologies for any confusion. The tracking has been provided in my last reply.
  
  Royal Mail tracking: *************
  This can also be used to track on USPS