Kipling - Reviews and experiences

I recently bought a personalized backpack from this company, but they ended up getting the name wrong. The quality of the backpack itself was good, though. I got in touch with customer service and spoke to a lady named Whitney. She asked me to email photos of the wrong personalization. I gave all the info needed, like the order number, in the hopes of getting a replacement with the right name. Unfortunately, I got a reply saying that monogrammed orders are final sale and can't be returned or swapped, even when it was their mistake. Their lack of responsibility in this situation really bummed me out and left me feeling annoyed.

Shopping on this website was just terrible. I didn't get any order details in my confirmation email, and when my package finally came, they sent me the wrong item with the wrong customization. The warehouse management must be a mess, sending out the wrong stuff hours after I placed my order. Their after-sale service was basically non-existent, taking 9 days to finally respond after I sent in pictures of the mistake. The people I talked to had a sloppy attitude, and it wasn't until I asked for a supervisor that they started taking me seriously. The live chat feature was a joke too, kicking me out after just 5 minutes of silence. It's obvious they don't have enough staff, which results in slow processing and mistakes. I sent back the wrong item a week ago and still haven't gotten my refund. It's absolutely ridiculous.

I ordered a backpack but they sent me a small suitcase instead. So I called customer service to get it sorted out, but they gave me a hard time, insisted I had to pay to return it, and wouldn't send me the correct item. I requested to speak to a supervisor named Karen, but she ended up hanging up on me. All I wanted was a wheeled backpack for school, but they didn't seem to care at all. Absolutely terrible customer service!