We appreciate your feedback regarding the shoes you received from our store. We apologise for any inconvenience caused by a potential defect in the shoes and would like to address the situation promptly.
Firstly, we want to assure you that customer satisfaction is our utmost priority. If the shoes are unworn, we encourage you to take advantage of our returns policy, which allows for returns within the designated returns period. You can initiate the return process by using the returns portal on our website. Once we receive the returned shoes, we will gladly provide you with a full or a replacement pair of shoes.
We understand that defects can occur despite our rigorous quality control measures. Your feedback helps us identify any potential issues and rectify them to enhance our products and services.
Once again, we apologise for any inconvenience caused and appreciate your understanding in this matter. We value your business and want to make sure you have a positive experience with our store.
Thank you for bringing this to our attention, and we look forward to resolving the issue for you.
“I have returned my product and the returns department is completely ignoring my emails. I have been contacting them multiple times and I’ve had to raise a dispute with payment as I’ve paid for the shoes and sent the return using my money and I still haven’t received a single reply back.”
We apologise for the inconvenience you've experienced with your return and understand your frustration and want to assure you that we are actively working on resolving this matter.
Unfortunately, we have not received your return due to an error by Royal Mail. They mistakenly delivered it to the wrong address. We are actively working with Royal Mail to resolve this issue and retrieve your return as soon as possible. We apologise for any delays or confusion caused by this situation.
Our returns department has been in contact with you via email and is doing their best to locate the parcel. We understand the importance of timely resolution, and once the parcel is located, we will promptly issue the refund to you. Please be assured that we are committed to ensuring your satisfaction throughout this process.
Additionally, as you paid for and posted the return we recommend you reach out to Royal Mail directly to report the delivery issue using their tracking number and inquire about any available compensation. They may be able to assist you further in resolving this matter.
We appreciate your patience and understanding during this time. We value your business and are dedicated to resolving this situation to your complete satisfaction.
If you have any further questions or concerns, please don't hesitate to contact our returns department. We are here to assist you and provide any necessary updates.
Once again, we apologise for any inconvenience caused, and we appreciate your cooperation. We will continue our efforts to locate the parcel and issue the refund as soon as possible.
“Not happy as there was a large scuff in the suede on one of the trainers. Paid £450 for brand new trainers and the issue still hasn’t been resolved not happy and wouldn’t recommend or use again!”
Thank you for bringing the issue with the marked trainers to our attention. We sincerely apologise for any inconvenience caused by this oversight. We are committed to resolving the matter to your satisfaction.
We appreciate your understanding and willingness to accept a replacement pair. To ensure a smooth resolution, we have offers to send a free shipping label so that you can return the marked trainers to us at no cost. Once we receive the returned item, we will promptly proceed with sending you a new pair.
Regarding your request for a £200 discount, we regret to inform you that we are unable to accommodate this specific request. However, we remain fully committed to offering you a hassle-free solution. If you prefer, we can proceed with processing a full refund once we receive the returned trainers.
Please let us know your preferred course of action—whether you would like us to send a replacement pair or proceed with the full refund. We want to ensure that you are satisfied with the outcome, and we are here to assist you throughout the process.
Once again, we apologise for any inconvenience caused and appreciate your patience and cooperation. Should you have any further questions or concerns, please do not hesitate to contact our customer support team. We value your business and are determined to make things right.
Thank you for giving us the opportunity to address this issue, and we look forward to resolving it to your complete satisfaction.
We appreciate you reaching out to us with your concerns regarding the return of your shoes. We apologise for any misunderstanding that may have occurred and would like to clarify the situation.
Upon receiving your returned shoes, we thoroughly inspected them as part of our standard returns process. Regrettably, we discovered that the shoes were returned in a worn condition, which is in violation of our returns policy. As stated on our website and in our return instructions, we are unable to accept returns on items that have been worn or damaged.
We understand that you may be disappointed with this outcome, but we want to ensure fairness and consistency for all our customers. Our returns policy exists to maintain the quality and integrity of our products, as well as to adhere to industry standards.
We sincerely apologise for any inconvenience this may have caused you. If you have any further questions or require clarification regarding our returns policy, please don't hesitate to contact our customer support team. We are here to assist you and address any concerns you may have.
Thank you for bringing this matter to our attention, and we hope for your understanding regarding our returns policy.
“Greedy company, use ebay or literally any other retail platform for cheaper prices. Enquired about a pair of Yeezy foam runners as I had a similar colour which I was looking to swap, was willing to pay a little more even though the colourway I wanted (sand) was priced at £225 and the ochre pair I owned, were priced at £225 too. Pairs were exactly the same size and I was willing to drop off physically in Manchester.
Was told the only way to do this would be to sell them my pair for 150 store credit, in order to buy the sand pair at 225. In essence pay £75 for absolutely no reason and leave myself out of pocket, not only on selling them the item but buying the pair from them at an overinflated price. This company only operates on over inflated prices, on any of the shoes they can stock you can buy for at least 30% off anywhere else. Don't fall for it and do your research!”
We apologise for any dissatisfaction you experienced with your recent enquiry regarding the Yeezy foam runners. We take your feedback seriously, and we would like to address your concerns.
First and foremost, we apologise if our pricing did not meet your expectations. As an e-commerce store, we strive to provide competitive prices to our customers. We understand that you found the same colorway priced at £225, both for the sand pair you desired and the ochre pair you already owned. We genuinely appreciate your interest in making a swap.
However, please allow us to clarify the circumstances surrounding our offer. Due to our business model and inventory management system, we operate based on retail prices, and certain constraints exist when it comes to exchanging items. We proposed the option of selling your pair for store credit, which could then be used towards purchasing the sand pair at the listed price. We understand that this arrangement may not have been ideal for you.
Regarding your statement about our prices being overinflated, we want to assure you that we constantly strive to offer competitive pricing within the market. However, fluctuations in the sneaker market, limited edition releases, and various other factors can impact prices. We make efforts to strike a balance between affordability and sustainability for our business.
We genuinely regret if we did not meet your expectations, and we appreciate your feedback. We constantly strive to improve our services and provide the best possible experience for our customers. We encourage you to reach out to our customer support team if you have any further questions or if there's anything else we can assist you with.
Thank you for bringing your concerns to our attention, and we hope to have the opportunity to serve you better in the future.
Best regards,
We apologise for the inconvenience caused by our error in sending you the wrong size shoe. We understand how frustrating and disappointing this must have been for you.
Please be assured that we are committed to rectifying the situation promptly. We have already sent you a return label to facilitate the return process. Once we receive the incorrect shoe, we will immediately process a refund or arrange for a replacement, based on your preference.
We value your satisfaction as our customer, and we are determined to make things right. We appreciate your patience and understanding in this matter.
If there's anything else we can do to assist you or if you have any further questions, please don't hesitate to reach out to our customer support team. We're here to help and ensure that you have a positive experience with our e-commerce store.
We look forward to resolving the issue for you swiftly.
“What a joke customer focused!! Well this is my review I have made an order and not received my trainers I have had 1 message back saying it has been delivered with a signature and that is it! well you don’t have a signature from me because I have not received them and why would I sign for something and then leave it round the back for the driver to take a picture of? You have not delivered a parcel to me so this is your responsibility to get it to me! Sort it out!
Why are you not responding to my emails??
I mean the driver could be followed and parcel’s being stolen or the driver is taking pictures and then helping himself to nice new items!!
Is someone going to reply……? Yes probably back to this but not to my email and I’m just going to be out of pocket, well soon as I get back to the uk this will be addressed with the police and I’m going to get my money back! And you are liable till I have my trainers not the delivery company I did not request these to be left outside as they are far too valuable!”
We are sorry to hear that you are unhappy with our company and customer service. We take all customer complaints seriously and would like to address your concerns.
We have thoroughly investigated your order and delivery and can confirm that our carrier, DPD, has confirmed that the parcel was delivered to the address you provided. We have no evidence to suggest otherwise. We understand that you may be frustrated that you did not receive the parcel, but unfortunately, we cannot be held responsible for any issues that arise after the parcel has been delivered to the specified address.
“A high value pair of trainers i ordered was delivered to the wrong address I had to take it upon myself to go find them, when I wrote a email to notify you I still haven't had a response until this day. With this problem occurring I do not rate my experience at all.”
We apologise for any inconvenience caused by the delivery of your trainers and would like to extend our apologies. Our carrier is responsible for the delivery of the package, and we understand the frustration caused by their mistake. We take the matter seriously and reported it to DPD.
Please let us know if you need any further assistance.
“Emailed twice and messaged on Instagram and had no response. Bought a broken planet hoodie and it came with no dust bag or tag when all other items I’ve purchased directly from them have. No response to emails or Instagram dm”
We apologise that our team have not had chance to reply to your messages and that the item you received did not come in its original packaging. As a retail resell store, we do not always keep the original packaging for every item in our inventory.
However, we do offer a returns portal where you can return the item if you are not happy with it. Please visit the returns portal on our website and pour team will be happy to assist. https://www.kershkicks.co.uk/apps/return_prime
Again, we apologise for any inconvenience
We are sorry to hear that you had a negative experience with your recent order. We understand from our carrier DPD that they attempted to deliver the parcel a number of times but you were out, they then notified you they the parcel was at their secure pick up location and confirmed this by sending you sms messages. We apologise for any inconvenience this may have caused.We will process a full refund for your order when it is received back from DPD. If there is anything else we can do to assist you, please do not hesitate to reach out to us returns@kershkicks.co.uk
We are sorry to hear that you had a negative experience with
your recent order. We understand that there was an issue with the delivery and that you were unable to pick up your order from the secure location provided. DPD attempted delivery but you were out, we then notified you that your parcel was waiting for you at a secure pick up point, but you said you were unable to collect it.We apologise for any inconvenience this may have caused.We have processed a full refund for your order and you should receive confirmation of this shortly. If there is anything else we can do to assist you, please do not hesitate to reach out to us
“Pros
Quick delivery
Decent price
Cons
First pair of trainers arrived with scuff marks was told (via email) it was the quality of Nike of which had declined recently so sent them back and requested a second pair. When these arrived the back of the trainers were creased as if they had been worn (no assurance via email they hadn’t been)
Took me a few emails back and forth to get my full refund inc delivery cost.”
Thank you for taking the time to share your feedback. We appreciate your positive comments about our quick delivery and reasonable prices. We would like to apologise for the inconvenience caused by the scuff marks on the first pair of trainers you received. While we do stand by the quality of the Nike products we offer, we understand that this issue should not have occurred.
In regards to the second pair of trainers you received, we would like to assure you that all of our products are brand new and have not been worn before. We apologise for any confusion or frustration that this may have caused you.
We would like to thank you for bringing these issues to our attention, as this allows us to improve our processes and ensure that our customers receive the best possible service. We are glad to hear that we were able to resolve the issue and provide you with a full refund, including the delivery cost.
If you have any further concerns or questions, please do not hesitate to contact us directly. We value your feedback and hope to have the opportunity to serve you better in the future.
We confirm that you chose store pick up and you collected your shoes ( size 12 Yeezy 350’s ) from our Glasgow store at 15.38hrs on 25th January 2023 when it was marked fulfilled on our system.Scott our store manager remembers serving you as we don’t stock many size 12 Yeezys. We also have CCTV footage of your collection.
Hi we are very disappointed to receive your review. We had a notification from our carrier that they had 2 failed attempts at delivery to your address. The product has now been returned to us and we have it ready to be dispatched to you again tomorrow. Unfortunately we cannot be held responsible for this issue. Any further problems please contact sales@kershkicks.co.uk and we will be happy to help
Hi, we have received notification from our carrier DPD that they attempted delivery twice at your address and the parcel has now been returned to our store. Please email sales@kershkicks.co.uk and we will arrange redelivery for you
“I ordered a voucher from you online. The receipt said that I would be notified when then voucher was ready for collection. I never received an email from you about collection so I chased it up via Instagram but you never responded to my message. My boyfriend had to visit the store to ask about the whereabouts of the voucher and no apology was issued.
Really poor customer service.”
Hi Ashleigh, you ordered a gift card for pick up at our store and this was confirmed to you via shopify. We apologise that the communication didn’t say they the card would be available for immediate collection. We aim to respond to instagram queries within 24 hours but have been overwhelmed during the Christmas period and it hasn’t always been possible to respond to everyone and we are sorry about that. We will be reviewing our systems in the new year to make improvements during busy periods.
“Awful experience with this company. I Ordered 2 pairs of trainers. After some delay, I was told I needed to send in a copy of my ID... Excuse me what?
I purchased via PayPal with a confirmed address, so absolutely no justification for this whatsoever.
Also no forewarning that this could be a requirement.
This company obviously doesn't understand what identity theft is, why on earth would customers trust this company with copies of our private information to keep on record? Get real! No way I am trusting a company like this with my private info.
Despite repeated requests they failed to refund me, I eventually had to get a chargeback via PayPal but they had my funds locked up for quite a long time. I guess if they do this to multiple customers, (as it seems from other reviews that they do), then this translates into nice interest free loans for them!
Very dodgy.
In my opinion and experience, this is not a trustworthy company, never experienced anything like this with any other company, my advice would be to AVOID them. They do not seem to respect their customers at all, and reading some of the other reviews it seems like their trainers are of dubious quality so I think I had a lucky escape.
Found the same trainers for a better price from another company that actually respect their customers, so all good.”
Hi
We are concerned you feel this way, but would point out that your review is wholly inaccurate and not true !
1.We confirm that contrary to your spurious and unfounded comments, we a very established and trustworthy company with stores in Manchester, Glasgow & Liverpool together with a large online presence. We have thousands of satisfied customers every year who love our products and the unique vibe of our stores.
2.Your order was flagged up by our online platform as your order was not placed in the UK and moreover there appeared to be some confusion/ discrepancy with the verification of your surname. In such circumstances it is our company policy on high value orders to request customer photo ID or at least proof of address. You quickly confirmed you were not prepared to provide this and we respected your decision and dealt with you courteously as we do with all our customers. Further, we would add that we are fully GDPR compliant and deal with all customers data as required by current legislation.
3.We respected your decision not to provide your ID and as you requested refunded your order in full within 24 hours of your request.
4. You did not issue a Chargeback through PayPal - that is false and not true as we had promptly already dealt with your refund.
Thank you for giving us the opportunity of explaining the facts.
Yours faithfully
Team Kershkicks
“Shoes bad sewing,threads out,looks like fake,then i decide to return the item,i have to pay for their postage&mine ,it cost for me 30£,not fair,not my fault,answering to messages slow awfull,avoid this company!!!”
Hi your order which has now been refunded. We pride ourselves on supplying authenticated products and we are sorry you feel the shoes did not meet your expectations.
Our returns policy clearly states clearly on our website that customers are responsible for the cost of shipping returned orders
https://www.kershkicks.co.uk/pages/returns-2
Thanks
The Kersh Kicks Team
“Not a good experience, how can I review this product when it's not been received? I've tried multiple dm's through Instagram & emailing benjamin@kershkicks.co.uk & have received no help with this issue. I've had to contact payment provider to now try and help me as I feel let down.”
