kovessentials.com Reviews 84

Amazing experience ordering with KOV, my new favourite clips!

EDIT: (preface: I do not expect a replacement or refund, this is a genuine review to warn customers). After their reply, I am once again disappointed. They are deflecting responsibility for their poor product quality by blaming the customer insinuating that I failed to read the care instructions on their site. I feel insulted; I treat all my items with care (and read instructions carefully!) because I purchase things with my hard-earned student wages. So, after happily supporting a female-owned local start-up brand, I'm astounded that they have prioritized revenue over positive consumer experiences. That is disappointing; they are directly contradicting the mission they preach (where a purchase is an experience and not merely a transaction). If the product damage was caused by my own accident (ex. stepping on it), I would NOT have contacted customer service and just purchased a new item since my own actions would have been responsible. Expecting consumers to pay extended warranty on a "luxury" item made out of PLASTIC leads me to question their product quality. As a hair claw clip aficionado (owning around 30 clips of varying sizes and materials), most similar plastic claw clips retail for no more than around $10-$12 CAD and none of them have broken from applying "too much pressure" on the clip (after 3-4 uses). The only way to open a clip is to press it open. A family member who works in retail customer service and a friend who owns their own start-up are appalled. They think their conduct is unacceptable; they should be accountable for their products' lack of quality. It's completely unprofessional to blame consumers for a faulty product, especially when care instructions were carefully followed. On top of that, their responses come across as if the customer is secondary to pushing an additional purchase of extended warranty. Again, I would like to reiterate that until the product broke and I interacted with customer service, I had intended to write a good review and continue supporting them. Unfortunately, after being offered no resolution and now being blamed for the damage, I simply cannot continue to support a brand that I felt did not value me as a customer.

Please be careful! I'm extremely disappointed with item quality and customer service. I've never made a negative review before; I honestly thought that after contacting customer service that I'd be able to leave a good review. I even thought of purchasing their latest drop! Unfortunately, I had an extremely poor experience with customer service. This has never happened to me before, especially from new start-up brand. There are many more affordable, better quality options in my opinion, and I wouldn't recommend purchasing from this brand.

I purchased the Soul clip, priced at $21 USD for a PLASTIC clip. I assumed that the quality would be better than other options for that high price tag. However, after using it only 3-4 times, it snapped on one side simply from gently pressing to open the claw clip to use it - as though it was a cheaply-made clip.

I contacted customer service to see if anything could be done, since the item quality was clearly lacking, but all they told me was that I had exceeded the 30-day warranty and that they could not "protect against wear/tear". I was shocked, especially after I had barely used the clip (it was in pristine condition, not a single scratch!). This basically means that they only believe in the quality of their product lasting only one single month, unless you PURCHASE extended warranty. ​If you find yourself in a situation like me, where the product doesn't meet standards or the item breaks as a result of poor quality, then they basically will say "too bad" to you.

Originally, I was happy to support a local, female-owned, inclusive, and sustainable brand. I could understand if this happened with a clip priced $10 CAD or less, but not from a company who has advertised themselves as a luxury self-care brand (selling products for approx $25 CAD and up). I have dollar store hair clips that have lasted me years of regular, frequent use! So, when a steeply priced $21 USD product snaps after only a month (3-4 uses), it is highly disappointing, and could even be described as unacceptable for the luxury standard Kov preaches. Their website even says that "[w]e are strong believers in a purchase being an experience rather than a transaction." - so I'm still shocked that they did not prioritize customer service, especially when their own product quality failed to meet their advertised luxury standards. There was no attempt to resolve the matter and this experience turned out to be poor and upsetting for me. I wasted $21 USD on an item that lasted me 3-4 uses. I hope they work on improving their product quality and customer service.

When I came across their clips i was soooo happy! I had been looking for hair accessories for thick hair, and they truly hold my hair all day ( without even fixing the hold once ). And great quality, beautiful products and excellent customer service.