“Literally recieved an empty box due to improper packing (again!), reached out immediately with evidence and no response. Can someone get back to me? Thanks.”
Hi Victoria,
We're really sorry to hear your disappointment. It appears this review may have been submitted before our team was able to respond to your email — we’ve since been in touch and are actively working to resolve the issue.
Please understand that the problem occurred while the parcel was in transit with our courier, DPD, and was entirely out of our hands. Despite this, we have raised a full investigation with DPD and, once completed, we will be issuing you a refund out of our own pocket, as unfortunately couriers do not accept financial responsibility — even in cases where parcels appear to be tampered with or stolen.
Negative reviews significantly impact small businesses like ours, and we want to assure you that we are doing absolutely everything we can to make this right. When things go wrong in transit, we take it seriously and always act on behalf of our customers.
Thanks again for your patience and we hope to fully resolve this for you shortly.
– The KershKicks Team
“We ordered 2 about 2 weeks ago and it was dispatched and then about 4 days later it says delivered and went outside to check and checked all my neighbours and area NO PARCEL WAS THERE Tried to contact the store NO RESPONSE IVE MESSAGED THEM ON SOCIAL MEDIA AND EMAILED THEM 3 TIMES ALMOST 2 WEEKS AGO AND STILL NO REPSONSE!! SO NO PARCEL OR HELP OR REPSONSE WOULDNT RECOMMEND UNLESS THIS GET RESOLVED AWFUL SO UPSET AS IT WAS EXTREMELY EXPENSIVE :(”
Hi Emily, we’re really sorry again for the frustration caused by the delivery issue. There was a slight delay on DPD’s side, but we’re glad we were able to fully resolve this for you. Thanks for your patience while we sorted it out.
“Very disappointed I only received one out of items I have ordered I have contacted kershkicks number of times this week and I haven’t heard anything back”
Hi Ashleigh, we’re very sorry for the frustration this caused. The delay and missing item were due to an issue on DPD’s side and were no fault of ours, but as soon as this was brought to our attention we resolved it by arranging a replacement for you. Thank you for your patience while we worked with the courier to get this sorted.
Hi Matt, we’re sorry for the slight delay with your delivery and completely understand the frustration. As a gesture, we refunded your shipping cost, and we’re glad to see your item arrived within 4 working days of purchase.
Dear Gary,
We’re sorry to hear that your experience did not meet your expectations. Your feedback is important to us, and we’d like the opportunity to make things right. If you could please reach out to us directly at sales@kershkicks.co.uk, we’ll do our best to address your concerns.
Thank you for your feedback, and we hope to hear from you soon.
Best regards,
Customer Service Team
KershKicks
Dear Bryan,
We have photographic evidence that your parcel was delivered on Tue 11th Sep 2024. If there is still a problem please email sales@kershkicks.co.uk
Best regards,
Customer Service Team
KershKicks
“Absolutely awful. Been over a month and haven’t received my product, you guys are very quick to take money but not hold your end of the contract. The audacity to send me an email for a review when you don’t respond to my emails or messages.”
Dear Nasir
We're very sorry to hear about your experience and understand your frustration. To clarify, after you placed your order, we unfortunately sold out of the denim tears sweatpants. We reached out to you right away but didn't receive a response at the time. When you replied last week, we worked to accommodate your request to hold the item until you could be home for delivery.
However, due to high demand, the last pairs were sold before we could reserve one for you. I know this situation has been less than ideal, and we truly apologise for any inconvenience caused. We’re happy to let you know that we’ve secured a pair for you, which will be sent out tomorrow via next-day delivery.
Thank you for your understanding, and we appreciate your patience as we resolve this.
Best regards,
The Kersh Kicks Team
“Terrible stitching started coming away at the back. And for that price £290 they should be exchanged. But I’ve emailed 4 times and had nothing back. I feel as though there ignoring me I’m pretty sure.”
Dear William,
Thank you for bringing this to our attention, and we sincerely apologise for the delay in responding to your emails. We understand your frustration, especially given the issue with the stitching on your trainers.
We’ve sent an email to you with return instructions, including a free returns label. Once we receive the defective item, we will promptly issue you a full refund. We want to ensure this is resolved as quickly as possible and appreciate your understanding.
If you have any questions or need further assistance, please don’t hesitate to reach out.
Best regards,
The Kersh Kicks Team
“Well let’s say I ordered a pair of expensive trainers
And Guess what !!! We’re are they you have had the payment and after 9 days later am still waiting ? Does anyone in your department open emails ?
Mrs C Higgins ps I will put on trust pilot and every other sites if I don’t get a response”
Dear Mrs. C Higgins,
Thank you for bringing this to our attention, and we apologize for the delay in getting back to you. We completely understand your frustration.
Your order was dispatched on the 21st of August within the expected 2-5 day delivery timeframe. It appears that the package is currently stuck with the courier, and we're actively checking its status to resolve this as quickly as possible.
Please rest assured that we’re doing everything we can to ensure you receive your trainers promptly. We appreciate your patience and will keep you updated on the situation.
Best regards,
The Kersh Kicks Team
“Order was late and it took almost a week and 2 emails before I got an answer and my son did not received his trainers in time for his first day at school.”
Dear Jamie,
Thank you for your feedback, and we sincerely apologise for the inconvenience you experienced. We understand how important it was for your son to have his trainers in time for his first day of school, and we're sorry that we fell short.
Please note that your order was dispatched within the specified delivery timeframe of 2-5 days. However, it was unfortunately returned to us without an attempted delivery. We’re sorry for the frustration this has caused and for the delay in our response.
If there’s anything further we can do to assist you, please don't hesitate to reach out to sales@kershkicks.co.uk
Best regards,
The Kersh Kicks Team
“Paid extra for shipping to be here on time, for it not to be even shipped yet on the day it was supposed to arrive and still haven’t received a refund, when this was last week.”
Hi Holly,
I’m really sorry for the delay and any inconvenience this has caused. We did send out your parcel on time, but DPD returned it. We’ve processed a refund for the £9 shipping fee. Please let us know if there’s anything else we can assist with.
Best regards,
Kersh Kicks
“Orders some air max 95. When they arrived they had been worn. Which I was unaware of at point of purchase. When I tried to look at the original description I could not get to the page or item. I then emailed kershkicks with no reply. Then they send me two emails asking for me to review.”
Dear James,
Thank you for your feedback and for bringing this matter to our attention. We apologise for any confusion regarding your purchase of the Air Max 95 shoes.
These shoes were purchased from the used section of our site, Kersh Kicked, which is clearly branded differently from the rest of our site. As shown in the enclosed photo, it clearly states “used” next to the listing. We strive to make this distinction clear to all our customers.
Regarding your attempt to view the original description, we regret any inconvenience you faced. Once an item is sold, the listing is removed because, in most cases, we only stock one of a kind. We apologise for any confusion this may have caused.
We also apologise for any delay in our response to your email. Unfortunately, as per our policy, we do not offer returns for Kersh Kicked products. We appreciate your understanding in this matter and thank you for your feedback, which helps us improve our services.
Sincerely,
Customer Service Team, Kershkicks
“Absolutely HORRIBLE, UNPROFESSIONAL, CARELESS service provided.
1) Wrong Size of Shoe sent.
2) Had to pay out of my pocket first to receive the wrong size shoe, then to return it.
3) Irrelevant response provided to my sent greivance email.”
Thank you for reaching out regarding your recent order. We have reviewed your case and confirmed that the correct shoe size, as specified in your order, was sent to you. We understand that mistakes can happen, and we are here to assist you. Please utilize our returns portal to exchange the item for the desired size. If you need further assistance
or have any other concerns, feel free to contact us. We appreciate your understanding and cooperation.
“Sent out the wrong item; returned the item and now I have had no further communication regarding sending out the correct item will be filling a charge back if failure to correct send out the item occurs extremely disappointing service”
Dear Yanush,
We apologise for any inconvenience caused by the error in your order. Your refund has been processed, and we understand your disappointment with the situation. We’ll take your feedback seriously to improve our service. If there’s anything else we can assist you with, please don’t hesitate to reach out.
Best regards,
Kersh Kicks
Dear Robert,
Thank you for bringing this matter to our attention. We sincerely apologise for the disappointment and inconvenience caused by the condition of the sneakers you received. Ensuring the highest quality products and customer satisfaction is of utmost importance to us.
Your refund has been processed, and we're glad we could resolve this issue for you. We're actively investigating the situation to prevent similar occurrences in the future.
Should you have any further concerns or if there's anything else we can assist you with, please feel free to reach out to us. Your feedback helps us improve and serve you better.
Thank you for your understanding and for giving us the opportunity to make things right.
Best regards,
Kersh Kicks
We understand your frustration, and we want to assure you that we take incidents like this seriously. While we are not responsible for the theft, we are committed to helping you in any way we can. We’ll work with the carrier to investigate the matter further and find a resolution. Thank you for your understanding and patience as we address this issue.
We appreciate your reaching out to us. We've confirmed through photographic evidence that your parcel was successfully delivered. If you continue to experience issues, please contact us at returns@kershkicks.co.uk, and we will promptly assist you in resolving any further concerns.
Thank you for your understanding.
