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
“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
“Twice I’ve had trainers from your company and both times they’ve come in battered broken boxed and the first pair looked worn, tried to get in touch through Instagram as that’s what it tells you to do but both time I had no reply, bit disappointing for the price of the trainers”
Hi sorry to hear this, we are always looking to make improvements to our service. For any future issues please email returns@kershkicks.co.uk and we will be happy to assist
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.
“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.”
“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.
“My experienc so far has been terrible! My order was not delivered to me I have constantly emailed regarding this and even took to twitter to message but up to now no response. Your T&C states a response will be provided within 24 hours yet it is now day 6 no response or acknowledgement!!! PLEASE LOOK INTO MY ISSUE OTHERWISE I WILL GO THROUGH MY BANK
You keep stating that this was delivered but I have sent numerous emails and have even tried to make contact by social media to get no response but you can respond to a review. If you did respond to my emails and carry yourself professionally you would know this needs to be investigated!! It has been weeks now with no response or no help I did not just spend £200 to not receive my goods but be told it’s been delivered and left on my doorstep that’s absolutely ridiculous! Please can you respond to my emails and deal with the matter accurately because this is actually crazy and the fact that many customers have the same review regarding customer service is terrible”
We're really sorry to hear about the trouble you've been facing with your order. We understand how frustrating it can be when things don't go as planned.
We've looked into your situation, and we're happy to inform you that your order was actually delivered on August 11th, 2023, at 12:07 PM. We're really sorry for any confusion or delay in our response – this definitely isn't the experience we want you to have.
We're committed to doing better and improving our communication. If you have any further concerns or questions, please feel free to reach out. Your satisfaction is really important to us.
Thanks for your patience, and we hope to make things right 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.
“As a collector of sneakers for decades, a fan of (obviously) Jordans, Salomon, Paul Smith, etc etc, but not being ardent in any way, I recently got the opportunity to expand my collection. Well, I clearly didn't realize how big the market and system had got. I found a few websites which had items I wanted, and when I came to pay, they used the Shop or Shopify systems. What I hadn't realized is that those systems are completely unverified. You can accept credit cards through Shop without being checked out, at all. You're actually one step removed from the Visa/Mastercard system so in the event of fraud, you're kind of f*cked.
They present themselves as a collated space where you can use your stored card details, simplify checkout, and monitor all your deliveries. What they imply, but fail to follow up on, is that their member suppliers are completely unvetted.
I picked out and ordered around 10 pairs of rare trainers at £200 or so each. The ONLY company that delivered promptly and gave me real tracking was KershKicks.
Protip: if you find a site that has sneakers you've been looking for for months, in every size: that's not legit.
I didn't realize this. I've got my money back and Kersh will get my funds from now on. Solid company.”
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.
