Kurt Geiger Reviews 5,469

Very disappointed with this purchase. After waiting 5 days, I was suddenly told that my order had been cancelled. When I placed the order, it clearly included 4 pairs because I used the first-time buyer 10% discount.
It honestly feels like the order was cancelled so the items could be sold at full price to another customer — do you really think people don’t notice this kind of thing?
I bought these as a birthday gift for my wife, and now the moment is completely ruined. I will not be buying from this shop again.

Brilliant service, quality product

I recently purchased a pair of shoes from Kurt Geiger and was shocked to discover that I had been sold a used pair at the price of a new item. I immediately contacted customer care and provided clear photographic evidence. However, the response I received from Sumayya was extremely disappointing.

Being asked to pay for the return of an item that was clearly sent out in an unacceptable, used condition is unreasonable and suggests a serious issue with the company’s quality control. It is deeply concerning that a reputable brand would allow used products to be sold as new, and then expect the customer to cover the cost of returning them.

I am extremely disappointed by this experience and hope the company will address this matter appropriately.

Where do I even start.

During my interaction with your team, specifically a staff member named Sneha, I was met with a clear lack of professionalism, effort, and basic knowledge. The handling of my query appeared unwilling and dismissive, demonstrating what I can only describe as an indifferent attitude. It has been an utter displeasure to communicate with your company throughout this process, with repeated failures to properly engage with my concerns, provide accurate information, or take any meaningful steps towards resolution. This conduct reflects extremely poorly on your customer service standards. I expect that this matter is taken seriously and that appropriate action is taken in respect of Sneha’s conduct, including formal reprimand for the level of service provided.

More concerning, however, was the apparent lack of understanding of the Consumer Rights Act 2015. As a customer, I am entitled to accurate information and fair treatment under this legislation. Unfortunately, the advice I was given did not reflect these legal obligations, which is both disappointing and unacceptable for a business operating within the UK.

It is also evident that your customer service agents require appropriate training on UK consumer law. The service I received suggests a lack of familiarity with the Consumer Rights Act 2015, which may be due to agents being based outside the UK and therefore not properly trained in the legislation applicable to UK customers. Regardless of location, your company has a responsibility to ensure that all representatives are fully competent in the legal framework governing the market in which you operate.

In addition, the delivery of my order has been wholly unacceptable. Delivery was selected for 3rd April; however, the parcel was delivered early on 31st March and not to my address. The parcel was allegedly delivered to an alternative property without my consent, despite clear delivery instructions being provided. These instructions were not followed, and as a result, I have neither received nor been able to locate my parcel.

The so-called proof of delivery provided—a photograph of a parcel outside a property that does not belong to me—is not acceptable as evidence of successful delivery. I did not give consent for the parcel to be left at that address. Furthermore, I have contacted the neighbour in question, who has confirmed that no parcel has been received. As such, I remain without the goods I paid for. This was also not delivered to my selected location as advised.

This situation raises serious concerns about the handling of my delivery. At present, the whereabouts of the parcel are unknown. Regardless, responsibility for the goods remains with you until they are delivered into my possession.

For the avoidance of doubt, the goods are still not in my possession. Under Section 29 of the Consumer Rights Act 2015, “the goods remain at the trader’s risk until they come into the physical possession of the consumer, or a person identified by the consumer to take possession of the goods.” As this has not occurred, you remain in breach of your statutory obligations.

Furthermore, Section 28 of the Consumer Rights Act 2015 requires that delivery must be carried out in accordance with the agreed timeframe. Delivering the parcel on 31st March instead of the agreed date of 3rd April, and to an incorrect address, is a clear failure to meet these obligations.

I would also like to highlight that Sneha initially claimed the parcel had been delivered to my property. However, upon further investigation by another agent, it was confirmed that this was not the case. GPS tracking evidence showed that the delivery location was not my address. This was verified by another member of your team, clearly demonstrating that Sneha had not properly investigated my issue before providing incorrect information.

This situation represents a clear breach of your obligations under the Consumer Rights Act 2015. The responsibility for ensuring the goods are delivered to the customer as agreed remains with the retailer until the goods are in the customer’s possession. Leaving a parcel at an unauthorised location does not constitute successful delivery.

As a result of these failures, I have been left without the goods I paid for and without a satisfactory resolution from your customer service team.

Given the seriousness of these breaches, I am now taking legal action in relation to this matter. This includes pursuing my rights under the Consumer Rights Act 2015 due to your failure to deliver the goods as agreed and to provide an adequate resolution.

I would urge anyone else in the same situation as myself to do so, you are able to claim these costs back as the court will rule in our favour.

Unfortunately the trainers were too small and I had to return them.

I would’ve liked to swap them for the next size up but i was not able to discuss on the phone with KG, I therefore had to return them.

Prompt emails from KG after return were helpful keeping me informed of the return status.

I was apalled to find that the £200+ handbag I ordered was not left in my authorised safe place and KG unwilling to honor my legal right to receive my goods.

For anyone else facing this same issue, please do not be scammed by KG representatives claiming delivery was "compliant". Fly-tipping parcels vulnerable to theft is by no means compliant behaviour. You are within your rights to open a Section 75 chargeback and/or a small claims court referral.

"The goods remain at the trader's risk until they come into the physical possession of (a) the consumer, or (b) a person identified by the consumer to take possession of the goods". [s29(2) Consumer Rights Act 2015]

The shoes took too long to arrive. There was a problem with evri and customer service insisted I keep allowing another 48 hours...another...despite my request to refund. On a positive note, customer services did respond (although not to my satisfaction) the sandals did eventually get delivered and I do love them. No gesture was made to compensate for the delays.

Lovely hand bags. Nice & soft. Will defo recommend. Kurt Geiger’s handbags are always amazing

I visited store 0560 today and the lady called grace g in there was fabulous she catered for my needs and a very chatty loverly lady

Love Kurt Geiger - their website is easy to navigate items arrives really well packaged and on time.

I WOULD NEVER order anything again from Kurt Geiger , up until this day I haven’t received my order I sent multiple emails and nothing. I even emailed the the delivery company and nothing.

Goods bought are great on time delivery

Very difficult to return any order, almost impossible!

Thankyou for your reply, I have tried all of your suggested options and all were unsuccessful. I am familiar with returning items as I regularly buy on line, however I am finding it extremely difficult to to obtain a returns bar code from Kurt Geiger.

Kurt Geiger is an incredible premium brand with beautifully made bags and shoes that are always fashion forward, distinctive and unique. And best of all, it is BRITISH!

Order is 253226751. I ordered a rather pricey bag for my daughter’s 18th (TOMORROW!), which had just recently come back in stock, on priority delivery. 5 days and not even shipped, I spoke to Aman over livechat and the bag is being sourced from a warehouse elsewhere, no warning, no apologies and the adviser just rudely disconnected halfway through. Anywhere else that charges £200+ for a bag would be embarrassed to have this level of service.

Absolutely gorgeous sandals, cannot wait for the sunshine now to be able to wear them. Super fast delivery too.

Order some sliders for my daughters birthday next day ,never recieved these they said DPD sent them back to them but they never attempted the delivery , asked could I collect from store they refused said I had to buy again and wait for a refund which would take 3to 5 working days after been processed , I’m fuming why should I pay again when not even got money back and it’s not even been processed yet

Great customer service as always from Kurt Geiger! The bag was bought as a birthday present and it was very well received! The bag is exactly right for the recipient who was very pleased with it! Not the first Kurt Geiger bag I’ve bought and not the last!

The order was cancelled as it turned out the item was out of stock. To rub salt into the wound, a month later I get an email asking for a review. I love the brand, and its products, but was very disappointed when I didn’t get the item I’d bought online. I think stock control on the website, therefore, could be better to save customer disappointment.