“Ordered an Omega x Swatch watch. On delivery, the product box was stained and there was an overpowering stench of perfume coming from the package. Requested an exchange on 8th Dec 23, package returned and received on 12th Dec 23. Advised on 14th Dec 23 that "your new watch has been shipped today and should arrive tomorrow.
18th Dec 23 - emailed to say no parcel nor tracking information received. No response.
22nd Dec 23 - emailed again, no response.
23rd Dec 23 - emailed again, no response.
29th Dec 23 - emailed again. Issued as £5 refund for shipping cost as a token of apology. Advised watch will be shipped on Tuesday.
5th Jan 24 - replacement watch finally arrived. On opening, the box was again stained. Looks like they have sent me the item I originally returned.
I've been told I should complain. But after such a shoddy experience, I do not wish to deal with this company any more. You pay over the odds for a damaged product and shockingly poor customer service.
Shame I can't give you ZERO stars.”
Dear Ian,
We appreciate you taking the time to share your experience, and sincerely apologise for the inconvenience you've faced. We understand the frustration caused by the stained packaging and the delay in receiving a satisfactory resolution.
Upon reviewing your case, it appears there were errors in the shipping process, leading to the incorrect dispatch and, unfortunately, a repetition of the packaging issue. We fully acknowledge the lapse in our service and the impact it had on your overall experience.
We want to assure you that we take your feedback seriously and are actively working to address the issues in our procedures to prevent such occurrences in the future. We understand if you're hesitant to continue dealing with us, but if there's any chance you'd reconsider, We'd like to offer a more personalised resolution and an assurance of improved service.
Once again, We apologise for the inconvenience caused, and We hope to have the opportunity to make things right.
Hi Jake
We have photographic evidence from our carrier DPD that the item was delivered on 9th January 2024. Any further queries please reach out to our customer service team sales@kershkicks.co.uk
Thanks
“Ordered some Ugg tazz slippers.. they came and were too small so I want to exchange for a bigger size and they are trying to charge me £35 to exchange from a size 4 to a size 5? When I ordered the size 5 were the same price as the size 4? So surly the original price should be honoured? It’s not my fault that the sizes are really off. Please reply to my emails and return for an exchange request. Thank you.”
Hi Hayley,
Thank you for reaching out and bringing this to our attention. We appreciate your feedback and apologise for any inconvenience. Unfortunately, the Ugg Tazz Mustard Seen slippers in size UK5 are currently sold out, and we regret to inform you that we won't be restocking them anytime soon.
We understand your desire to exchange for a larger size, and we sincerely apologise for any confusion regarding the pricing. As a marketplace, prices for different sizes may vary based on availability and demand. We want to ensure your satisfaction, and we would like to offer you the option to return the slippers for a full refund.
We encourage you to explore alternative options or reach out to us for assistance in finding a suitable replacement. We value your satisfaction and aim to provide the best possible service. Please feel free to contact us directly via our returns portal to discuss your specific situation further. We appreciate your understanding and patience.
We sincerely apologise for any inconvenience you've experienced. Our records indicate that your parcel, as confirmed by photographic evidence from our carrier DPD, was delivered and received by you at 12:06 on December 21st.
We understand the frustration of not receiving a parcel despite the delivery notification. If you have further concerns or require additional clarification, please don't hesitate to reach out to our customer services team at sales@kershkicks.co.uk. We are committed to resolving this matter promptly.
“item wasn't advertised as used... it arrived and I contacted returns straight away for a refund/store credit as its a gift 7days later no one has replied... Just really disappointed in customer service ans that you cannot speak to anyone.”
Hi Christine
We want to extend our apologies for any disappointment and inconvenience you've experienced with your recent purchase from our Kersh Kicked collection.
Kersh Kicked, is our used collection, and we acknowledge the potential confusion in communication. To address this matter promptly, we have advised you to return the shoes for a full refund.
We replied to your email on 15th December and are actively working to streamline the return procedure, especially given the importance of the item as a gift. Please reach out to sales@kershkicks.co.uk if you have any further queries
I want to assure you that we take your feedback seriously, and we are committed to rectifying this situation to your satisfaction.
Hi Michelle, we are sorry to hear that you haven't received your items, and understand your frustration with the lack of response to your emails.
Upon investigating, we have received notification from our carrier, DPD, indicating that your items are currently being held at their local pick-up store. We recommend checking with them directly to expedite the retrieval of your order.
If you encounter any difficulties or require further assistance in the process, please feel free to reach out to us directly at sales@kershkicks.co.uk. Your satisfaction is our top priority, and we are committed to resolving this matter promptly.
Thank you for bringing this to our attention, and we appreciate your understanding.
“Shoe box arrived totally worn and damaged when the outer box was in tact. Clearly packaged and sent damaged. What's more I have emailed twice now since the 11th and had no reply. It's the 15th now. To pay so much for trainers to get this level of service is shocking”
Hi Steve, we want to express our sincere apologies for the disappointment you've experienced with your recent order.
We understand the frustration caused by the damaged shoe box. This level of service does not meet our standards, and we acknowledge the inconvenience this has caused you.
We appreciate your patience and understanding regarding the delay in our responses to your emails. Rest assured, we take this matter seriously and are actively addressing the packaging issue to prevent similar incidents in the future.
To rectify the situation, we would like to offer you a replacement pair of trainers. Your satisfaction is our top priority, and we are committed to ensuring you receive a product that meets your expectations.
If this resolution aligns with your preferences, or if you have any other specific requests, please contact us at sales@kershkicks.co.uk.
Thank you for bringing this to our attention, and we look forward to making this right for you.
Hi Kelly, I understand that you've reached out on multiple occasions without receiving a response, and I want to extend my apologies for any frustration this may have caused.
Upon further investigation, we have photographic evidence from DPD confirming the delivery of your parcel. I acknowledge that this information may not align with your experience, and I want to assure you that we are actively looking into this discrepancy.
I appreciate your patience as we work to resolve this matter. If there's anything else you'd like to share or discuss, please don't hesitate to reach out to me directly at sales@kershkicks.co.uk.
We sincerely apologise for the inconvenience caused by the mix-up with your recent order.
Thank you for bringing this to our attention. We have received your return request and want to assure you that resolving this matter is our top priority.
To expedite the process, we have emailed you a free returns label. Once we receive the incorrect pair of shoes, we will promptly dispatch the correct size. As a gesture of goodwill for the inconvenience caused, we're also providing a 10% discount for this order once the shoes are returned.
We understand how frustrating this situation is, and we appreciate your patience as we work to rectify it. If you have any further questions or concerns, please don't hesitate to reach out to us at sales@kershkicks.co.uk
Thank you for your understanding.
“Incorrect shoe size sent out returned the item was told my returned goods were received and the correct size was to be sent out the following day still no goods have been delivered on day four and after sending numerous emails with no response I am becoming a little concerned if I will ever receive my order .”
We sincerely apologise for the inconvenience you've experienced with your recent order. We understand the frustration caused by the incorrect shoe size, and we want to assure you that we are actively working to resolve the issue.
We acknowledge the error in sending a size 6 instead of the requested size 3. We will process your return, once the shoes are returned and have provided a free shipping label. We and are currently awaiting the arrival of the correct size in our store. Once received, we will promptly dispatch your order with the correct size.
As a gesture of goodwill, we have refunded the original shipping fee, and a 10% discount has been applied to your order. We appreciate your patience during this process, and we assure you that we are making every effort to expedite the shipment of your correct order.
If you have any further concerns or questions, please feel free to reach out to our customer service team sales@kershkicks.co.uk. We apologise for any inconvenience caused.
We apologise for any inconvenience you've faced with your recent order. Our records confirm DPD delivered your parcel on November 23rd at 14:59. We are actively investigating the discrepancy and acknowledge the delay in responding to your emails.
Please share additional details or concerns, and we'll swiftly address them. Contact our customer service team at sales@kershkicks.co.uk.
We value your continued trust and appreciate your patience.
“Terrible experience. Only way of contact is email. Ordered trainers that were delievered to the wrong address. Courier says the company that sent them needs to open an investigation. Kershkicks form of contact is email only and after emailing for the past month, not once have I had a reply. Avoid like the plague.”
We are reaching out to address the concerns you raised in your recent review regarding the delivery of your trainers.
Our records indicate that the parcel, delivered by DPD, corresponds accurately with the address provided during your order. We have proof of the delivery, and it aligns with the coordinates associated with your address.
We sincerely apologise for any inconvenience you've experienced and any miscommunication regarding the delivery. We take this matter seriously and are actively working with DPD to investigate any discrepancies.
We appreciate you reaching out and expressing your concerns regarding your recent order from KershKicks. We understand the frustration that can arise when there are issues with delivery.
Our records indicate that your parcel was successfully delivered by DPD on November 15th. To provide further assistance and address any concerns you may have, we have photographic evidence of the delivery. We take the security and accuracy of our deliveries seriously, and we strive to ensure a smooth experience for all our customers.
If, despite this information, you still have not received your item, we recommend the following steps:
1. DPD Tracking: Verify the delivery status using the DPD tracking information provided. This will offer additional details about the delivery, including confirmation of the delivery location.
2. Contact Customer Service: If the issue persists, please reach out to our dedicated customer service team at sales@kershkicks.co.uk. They will promptly investigate the matter and work towards a resolution.
We understand the importance of your order, and we are committed to ensuring that you receive the products you purchased. Please do not hesitate to contact our customer service team for further assistance.
Thank you for reaching out. We understand your concerns. Our records indicate that your shoes were successfully delivered, as supported by photographic evidence from our carrier DPD.
Hi Rachel
We appreciate your communication regarding the recent issue with your order. Our team has thoroughly reviewed the situation, and we understand the frustration it may have caused.
It appears that your order consisted of two identical items placed on the same day. Unfortunately, one of them was dispatched while the other was missed. It seems that our team may have considered it a duplicate order without verifying with you.
We sincerely apologise for this oversight, as it does not meet our standard operating procedure. To address this, we have initiated a refund for the undelivered item, which will be returned to your original payment method. Please allow a few business days for the refund to process, depending on your bank.
We value your business and your feedback. It helps us improve our services and ensure a better experience for you in the future. If you have any further questions or concerns, please don't hesitate to reach out to us.
Thank you for choosing us, and we look forward to the opportunity to serve you better in the future.
Kersh Kicks Team
We appreciate your feedback and take concerns about authenticity seriously. Rest assured, we pride ourselves on never selling fakes at our store.
The Jordan 4 trainers you purchased on September 1st are indeed outside our refund policy period
Upon reviewing the photo you sent, it appears that the shoes have been worn. We understand that reasonable wear and tear can occur with regular use, and we cannot be responsible for such natural wear.
“Ordered on a Sunday waited over a week for delivery emailed with no response. Had to order from elsewhere so tried to contact for a refund. Emailed 5 times no reply, still waiting for a refund on order number 33183. Don’t bother ordering from here 1 - you’ll never get the trainers and 2 you’ll never get your money back!!!!!”
We apologise for the inconvenience you experienced with your order. We understand your frustration, and we'd like to shed some light on the situation in an effort to make things right.
Firstly, we want to acknowledge the delay in the delivery process. However, it's important to note that despite the delay we still managed to ship your order within the 3-5 day delivery period as per your shipping preference.
Upon investigating your case, you informed us that you no longer wanted the order, we promptly took action by contacting DPD to arrange for the item to be returned to us. This was done to ensure a smooth and efficient process for the return of the product.
Regarding your refund request, we understand that you initiated a case through PayPal, and we want to assure you that we are actively working to resolve it. Rest assured, we are committed to ensuring that you receive the refund you are owed as soon as possible but can only do so once the PayPal dispute is closed.
We value your feedback, and we are constantly working to improve our processes to prevent such incidents from happening in the future.
Thank you for your understanding and patience.
“Awful service! Never received item, no one will reply to me, tried contacting via email, social media etc, no telephone number to speak to anyone. DPD useless when I contact them. £130 down the drain. So disappointment won’t ever use this company again.”
“Hi,
Although I am terribly disappointed at the service having firstly letting me exchange for a 10.5 and then being told to go to the Glasgow shop for them the trainers never materialised (My guess is it wasn’t a system glitch I reckon they were sold). I feel the trying to source me a pair wasn’t greatly followed up either. Although the current pair I have don’t fit greatly I will keep them. It doesn’t give me great hope of using your business in the future.
Kind Regards”
We sincerely apologise for the disappointment and frustration you've experienced with our service. Your feedback is invaluable, and we want to make amends for the shortcomings in your recent experience.
We deeply regret the confusion with your exchange for a size 10.5 and any inconvenience caused by being directed to our Glasgow shop. We acknowledge that the trainers you were trying to exchange may not have been available due to a potential issue in our system. We'll investigate this matter to ensure it doesn't happen again.
We also apologise for the less-than-satisfactory follow-up in sourcing a replacement pair. We value your loyalty, and this is not the level of service we aim to provide.
While we understand the current pair may not fit perfectly, we appreciate your understanding in keeping them. We're committed to improving our processes and communication to better serve you in the future.
Your feedback highlights areas for improvement, and we are dedicated to ensuring a more positive experience next time. We hope you'll consider giving us another opportunity to exceed your expectations in the future.
“Kershkicks had Size 9 SB Dunks X Jarritos listed for £400.
I bought them a that price and after a few days, my order was cancelled.
The shoes then reappeared on the website but this time, £600.”
We're really sorry for the confusion and inconvenience you've experienced with the pricing of the Size 9 SB Dunks X Jarritos on our website.
We understand how frustrating it can be when you make a purchase, and then things don't go as expected. In this case, there was an unfortunate series of events beyond our control. After you bought the shoes at £400, we encountered a situation where the price had to be adjusted due to factors involving product sourcing and data synchronization. We had initially intended to set the price at £600 based on our acquisition cost, but the price adjustment happened due to external factors and timing of data updates. We truly regret the inconvenience and the loss you experienced as a result.
We genuinely appreciate your understanding in this matter. If you have any further questions or concerns, please feel free to reach out. Your feedback is valuable to us as we continuously strive to improve our services.
Thank you for your patience and your understanding. We look forward to serving you better in the future.
