Absolutely appalling customer service
Absolutely appalling customer service. I placed an order and paid for express postage but the parcel never arrived. She took my money and then literally ghosted me, wouldn’t reply to several emails or insta messages. I eventually got a refund but it took far too long and the whole thing was a waste of my time and energy. She was not apologetic in the slightest for the inconvenience caused. Do not trust this brand.
Also claims to be sustainable swimwear, but this is total greenwashing. Not a sustainable brand whatsoever.
Do better, be transparent on your website about your supposed sustainable practices, or you need to stop using that word.
Reply from koleha.com
Hi Anna, thank you for your review. We believe it's important to share the full picture for anyone reading.
When you placed your order on February 23rd, our team responded the same morning to confirm the Latte High Pant was available. When we discovered the Latte Tie Back Bra in XL was out of stock, we emailed you within 24 hours to let you know and offer alternatives. You did not see that email until February 25th — at which point you responded asking to try the XXL instead.
From there, our team was dealing with a family illness, which caused a short delay in responding to your follow-up messages. We acknowledged this openly and apologised at the time — to suggest we were unapologetic is simply not accurate.
We also want to address the volume and nature of the contact made. Your support ticket was opened and handled within 72 hours, which is standard across small businesses. Within that window, multiple follow-up emails were sent, and our Instagram account was also used to contact us — a channel we specify is not available for customer support. Both of these are outside of what we consider reasonable conduct when a support case is actively being handled.
When we responded on February 27th, we immediately explored every option available — including arranging international DHL Express shipping to your resort in Bali at no additional cost to you. DHL is the fastest and only international courier available to us in Port Lincoln. Rather than accepting this solution, you demanded we find a faster courier, which was not possible. Given how our staff had been treated throughout this exchange, we made the decision at that point that a refund was the most appropriate resolution. That refund was processed the same day.
It is also worth noting that you explicitly threatened to leave a negative review while simultaneously requesting both a refund and the items to be sent — which is not something we were able to accommodate.
Regarding the greenwashing claim — this appears to have been added out of frustration rather than any genuine experience with our sustainability practices, and we'd respectfully ask that claims of this nature not be made without basis. We stand behind our efforts and welcome any honest conversation about them.
We're sorry your holiday was impacted, Anna. That was never our intention. However, we believe the full context tells a very different story to the one presented here.