Karen Millen Reviews 

I used to be a loyal KM customer. Since last year I wasn’t able to keep any of my orders. Suddenly nothing fit the way used to, plus bad packaging and quality. On the top of it my last order never arrived and it been two months since they can not process my refund. We go over and over to the same process.. nothing so far. Very disappointed.. and never again!

Had a slight issue with my order I had ordered a co/ord and only the trousers arrived . The top was missing . After contacting customer services via their instructions I was assisted immediately by JADE who soled the problem straight away. My order has been resent I will receive it tomorrow. Thank you for such fantastic customer care and support .
Angie

Their systems encourage duplicate ordering as emails confirming orders are not sent for several hours and instead “left something in your basket” emails are sent. Customer thinks order hasn’t gone through and re orders. Customer then has to return duplicate order - pay postage and wait forever for a refund. Not good service. Dress was lovely but extremely creased. Pack things better so at least customer can wear a new item without having to buy a steamer ! Processing of refunds needs to be much faster. Other places can manage it

I’m very disappointed with my recent experience with Karen Millen customer service. I have been waiting 2 weeks for a £180 voucher refund (that is supposed to take 24h) after returning an item (order number: KUK106255127). I originally accepted the refund as a gift voucher, following advice that it would be processed within 24 hours. While part of my refund (£120 paid by credit card) was eventually returned, the £180 voucher balance has still not been reinstated.
After multiple contacts with customer service, I was eventually told there is an internal voucher system issue affecting refunds. However, there has been no clear timeframe, no ownership of the case, and no meaningful update beyond “it is being worked on.” The customer support has been very disappointing, and at times feels almost completely absent. I understand technical issues can happen, but customers should not be left waiting for 2 weeks without a resolution or clear communication. Based on this experience, I would strongly advise people not to accept or use gift vouchers, as customers appear to have very little protection when problems arise.

Jade did a great job helping me place an order when there were some technical issues. Top service! Love there clothes too.

I ordered five formal dresses and two fascinators from Karen Millen on 5 May 2026 (£496.67 paid via Klarna) for a long-planned formal event on 8 May 2026. I paid extra for next-day delivery, Karen Millen Gold membership and £15 of "Delivery Protection."

One of the parcels — containing four of the five dresses, worth £303.68 — was never delivered. The courier (Evri) confirmed in writing that the parcel was not delivered and was returned to Karen Millen. A second parcel arrived but was missing one of the fascinators (which has since been refunded).

I had to scramble for replacement attire at very short notice and attended the event without the outfit I had planned and paid for.

Since 12 May 2026, the Debenhams Group claims team (which handles Karen Millen claims) has refused to refund the £303.68 for the undelivered dresses, the £99 fascinator I want to return, or the paid-for delivery extras. Their response, repeated multiple times, has been to redirect me to Seel — a third-party shipping insurer — to claim for goods that the retailer holds and never delivered to me. Under the UK Consumer Rights Act 2015 (sections 28 and 29), the retailer is responsible for goods until the customer takes physical possession. Karen Millen cannot offload that statutory duty onto a third party.

A formal Letter Before Action was served on 20 May 2026 setting out the legal position and the £432.67 outstanding. The seven-day response window has expired. The only reply was a generic email referring to the £79 refund that had already been processed two weeks earlier — not addressing any of the substantive issues raised.

Klarna have paused the outstanding £432.67 payment pending investigation. Money Claim Online proceedings are being prepared.

If you are considering ordering anything time-sensitive from Karen Millen: please be aware that if a parcel goes missing, you may be redirected to a third-party insurer rather than have your statutory consumer rights honoured.

I will gladly update this review if Karen Millen resolves the matter fairly.

Dear Karen Millen

I am writing to formally complain about your unacceptable failure to process my refund for order KUK106176905.

The returned item was the Plus Size Floral Print Silk Cotton Strappy Woven Maxi Dress, valued at £186.15, which was returned on 7th April 2026. I have already received email confirmation acknowledging the refund, yet the money has still not been returned to my Klarna balance.

I am extremely frustrated and disappointed by the very poor level of communication and customer service I have received throughout this matter. My emails have bounced back, and the information available on your website has been inadequate and unhelpful. Meanwhile, I continue to receive marketing emails encouraging further purchases while you retain money that should have been refunded weeks ago.

This delay has caused significant inconvenience and is completely unacceptable. There appears to be no clear or effective way to resolve this issue through your customer service channels.

I now require this matter to be resolved immediately and my refund processed without any further delay. If this issue is not resolved urgently, I will have no hesitation in sharing my experience publicly through Trustpilot, Google Reviews, and other relevant consumer platforms.

I expect a prompt response and confirmation that my refund has been issued.

Nice dress but return cost me over £10. I wasn't aware about is. Long waiting for refund

Please don’t waste your time and money purchasing from Karen Millen. What used to be a reputable fashion brand certainly isn’t any more. The refunds process is an absolute shambles and you can only speak to AI - which doesn’t resolve anything - and just incessantly asks the same questions. No promo codes work (even the ones displayed on their own website or Blue Light Card). Awfully long process to get money back, would be easier to shop high street.

Bought a dress in a size medium (correct size according to their size guide). I paid for next day delivery and it didn’t arrive the next day. When I tried it on anyway just to see if it fit, I could have fit another 3 people in the dress. Returned it 2 weeks ago and still no refund. Better experience from shein at rock bottom prices. Definitely would expect better from a ‘brand’. Strangely though if you want a refund to your card it’s 14 days after they receive it but if you want a credit note it’s 24 hours!? Complete scam of a company

App is awful
They used to be good but now they have changed the app , promo codes does not work and when you try to contact customer service they don’t read messages , they kept on sending copy and paste messages and when someone finally “ read “ the complain , even though there is a problem with the app instead of fixing they want you to buy and email them for a refund . Absolutely not acceptable, if you change your app make sure customer can convenient navigate and purchase items without hassle or misleading about extra discount which clear does not work and you guys still wanna us to make an order and then email to get a refund !! What a joke !!!

Kai was very helpful today on WhatsApp. Helping me with a query.

Do not purchase from Karen Millen unless you are absolutely sure you are going to keep the item.
I returned an item they confirmed it was received it on the 15th May, it has taken them until today 24th to “process” my return & will take them another 5 days until they will actually give me MY MONEY back.

Update 26th May: Do not purchase from Karen Millen the Support is just awful. They upgraded their software prevenging me from returning a item and i am still waiting for support months later, i get emails to say you are in the QUEUE. So far 42 emails from them its just terrible responses like check your spam and now they are saying its too late when the problems was Karen Millen Support and Online System Upgrade

I purchased an item online from Karen Millen in January and attempted to return it within the return period, however my account had apparently been disabled/removed or was no longer accessible after their online system changes.

Because of this, I could not access the return portal or track my order properly. I contacted customer service multiple times explaining that I was unable to return the item due to a technical issue on their side.

The responses were extremely poor and repetitive. Eventually I was told the issue had been sent to technical support and to “check my spam folder,” but nothing was ever resolved. Months later I am still receiving the same unhelpful responses and remain stuck with an item I tried to return properly.

What is most frustrating is that this was not a case of simply missing a return deadline — I actively tried to return the item and repeatedly contacted support during the return period, but Karen Millen’s system/account issue prevented me from doing so.

Very disappointing customer service and support experience for an online retailer of this size. I am discussing the issue with support again and I am getting the same level of poor customer response.

Why would you buy of a large company like Karen Millen if they provide this level of support.

Extremely disappointing international return experience with Karen Millen.

I returned part of a large order from Romania to the UK and paid approximately 340 RON for the initial return shipment.

Unfortunately, the return was apparently not successfully received or processed, and customs authorities later applied import charges of approximately £340 for the parcel — despite the fact that it contained returned goods from an order worth around €1100.

What disappointed me most was the lack of practical support and communication during this situation. I received no real assistance in resolving the customs issue or helping prevent the parcel from being returned.

As a result, I had to pay an additional 399 RON simply to receive my own items back.

In total, the entire return process became extremely stressful, confusing and financially unreasonable for an international customer.

For a premium fashion brand, I expected a far more transparent and customer-oriented international return experience.

I would strongly advise customers outside the UK to carefully consider the risks, customs complications and potentially very high return costs before ordering.

Sadly, this experience completely changed my perception of the brand.

Personally, after this experience, I would be very cautious about ordering from Karen Millen, Coast or Debenhams, Boo Hoo online again due to the stress caused by the returns and refund process.
I did eventually receive my refund from Karen Millen, but the process was extremely stressful and slow.

My return was delivered to their warehouse on 8 May, but for quite some time I received very little meaningful communication and became increasingly concerned after reading many similar reviews online. It was only after I informed them that I had opened a dispute with my bank that I finally started receiving proper responses to my emails and updates regarding my refund.

Eventually I received confirmation that the refund had been processed and the money did arrive, although deductions were made for delivery and Seel protection. I personally do not recall selecting the Seel option during checkout, so this was frustrating to discover when my refund arrived.

My advice to other customers would be:

keep all return tracking proof
save screenshots and emails
monitor your bank account carefully
and escalate through your bank promptly if communication becomes unclear.

Absolute rip off company, excessive extra postage costs if you don’t untick the box for “safer postage” the charges are ridiculous, and the customer service is a total waste of time, companies like this don’t deserve the business would not use again

It was a bit tricky to return my item but Jade was of great help, she made is easy explain and done the process all I had to do is to scan a barcode and send the parcel back in the post office. Thanks

My money has been taken. In December 2025, I purchased some dresses through Klarna and returned all items to KM. They refunded me with gift vouchers, which I did not request. I was blocked from reporting the return to Klarna, resulting in full payments being taken for items I no longer possess. I find this situation appalling. I lodged a complaint with Klarna, who promised to seek a resolution. I also complained to KM, but it was a complete waste of time. I genuinely cannot comprehend how companies like KM consider this to be acceptable.

The worst service ever.
I bought a hat for my mum. I didn't want to register or anything, so i just used applepay to pay. They only added the premium delivery service, and although the online distance selling regulations say you have 14 days to change your mind... Karen Millen refused to give me back my money or cancel the order - just minutes after i realised what they had done.
Customer care isn't of a high quality. They just said i'd selected it, added it to basket in 3 steps (when I hadn't - they'd added it on as the standard option on applepay) . They are above the law, and I would have paid for delivery, but not a years worth!!
NOT HAPPY :-(