Kit and Ace Opiniones 41

This company is now a total scam with no customer service. While visiting Calgary my wife picked up some leggings only to find a few days later they were 25% off on the website. Tried to email support for an adjutment but no response but still gettng spammed with product emails.
This used to be a great place for clothes but quality has dropped prices have increases and customer sevice when from stellar to non existent.

5 star for Tim customer service who was fantastic getting touch with the shipping company they use.
The clothing I ordered for my husband seemed to be stuck at a hub in Vancouver for 10 days and Tim sorted it out for me.
The 5 tops I ordered were fantastic as usual from this company
Love everything about this store. Thank you Tim from guest services !

I bought a long sleeve T-shirt for my son as a special gift. It was too small, so I wanted to see if anything could be done, as it was past the 30 day return window. Since it was a gift, there was the delay in giving it to him. I emailed the Returns department four times in the past two weeks to see if they could help. No one had the courtesy to answer me. Then I emailed Customer Service. Same thing. No reply. Guess they don't care at all about their customers.

Buyer beware!!!!!! I ordered a navy Oslo jacket. They made a mistake and sent me the wrong colour (black). I live in Montréal and no store nearby. I sent 3 emails to explain the situation and nobody ever answered. Customer service doesn’t exist?! My only solution was to initiate a charge back process with Visa. Unfortunately, I will never buy from them anymore

First time buyer from Kit and Ace so checked their size chart. They sized me at a S based on my measurements, but I'm usually a XS so I stuck with that. The XS is way too big. Not even possible to alter it to fit it is so poorly sized.
Two emails to customer service have gone unanswered so the top is going to Goodwill. Waste of money.
Bad sizing and bad customer service.

This brand is basically Shein or Amazon quality at a luxury price. Customer service is horrible, and it's somewhat of a scam. It did not say the item was final sale on my receipt. The $165 item marked size XXS fits more like S and looks like I got it in a dollar store. I could not return it because they told me it was final say.

Not even 1 star if possible. Order made 27th Nov 2025. Still not received in UK 31st Jan 2026 and tracking shows no progress. Numerous attempts to chase and have now requested refund. Far from my previous experience with this company many years ago. Wondering if it's a scam now.

Ordered two shirts. Received just one. When I sent a note, they asked for photo of the shirt??? Really! And a copy of the invoice??? Like they don't have one. I saw this was going nowhere, so I cut my loss.
I can afford it. Do not buy from this company.

I placed an order on Dec 19th. It shows only that a shipping label was created and I still have not received the item 3 weeks later. The only way to contact Kit and Ace is by email. They are slow to respond and keep sending me form emails rather than answering my questions and refunding my money as I have asked.

DO NOT BUY FROM HERE.... horrible customer service. They did not indicate final sale on an item and now wont exchange it... its not even a return. Horrible store. I liked their products but their customer service is horrific. I have had multiple issues with their customer service. They once had their internal system show that my item did not ship, so when I went to return it, they said I could not because although I had the product, they did not show that it "shipped".... I had the shipping slip and the product. Make it make sense...

Ordered a Christmas gift which was supposed to be delivered 8 days ago. Now the shipping information and the QR code no longer work. Have sent both Kit and Ace and the shipping company emails but so far all I am hearing is crickets. Guess I will have to proceed via Visa for a return. Grrr!

Do not buy from this company online. They have great clothes that wear well, however it is radio silence in customer service to do a return.
Their returns portal does not work necessitating multiple emails to customer service who do not respond, or don’t properly read your email and brush you off.
Their online return policy is different than the return policy in their packing slip. Only after you buy an item do you find out upon receipt you can only get store credit-but you actually can’t because there is no way to process a return. Because their portal is broken, so you write customer service who doesn’t respond. You can see where I’m going with this.
This has been one of the most horrendous experiences I’ve had dealing with customer service ever. It is such a shame as their clothes are so good.

Their delivery service is so slow - I hope I get what I ordered before Christmas!
I wish I had read the reviews here before ordering anything from Kit & Ace.

Kit and Ace has terrible customer service. I am trying to return the Oslo Coat for a credit. I am 3 weeks into the process and still they have not processed the credit. FedEx has provided delivery info of return December 1st and 10 days later still no acknowledgement of return or credit!!

I like their clothing. I ordered a pair of pants on Nov 12. On Nov 19th I received the package, which had the wrong pair of pants AND I was overcharged.

I have not been able to exchange the item, because store near me does not have correct item in stock and I cannot refund in store, as it was a sale item.

I have tried in vain to get someone in Customer Service to assist . It's impossible. I've emailed multiple times.

I am writing to let you know about a very unpleasant and frustrating experience that happened today at your West 4th Avenue store. I have been a loyal customer of Kit and Ace for many years, regularly shopping at both the Gastown and West 4th locations, and I have spent thousands of dollars with your company. What happened today was unacceptable, and as a result, I will never purchase another item from Kit and Ace again.

I visited the West 4th store to exchange an item from a recent online order received just last week. I had ordered two pairs of pants and a quilted vest. While I intended to purchase a navy pair, I received a black pair instead. Assuming this was a simple fulfillment mistake on your end, I brought the pants and my receipt to exchange them.

The sales associate checked the POS system and immediately told me the item could not be exchanged because the SKU on the packing slip did not match the tag on the pants. He stated that the blue tag indicated “older stock” and insisted that the item was not from their store. He then told me I would need to go to the Gastown location to resolve the issue.

It was entirely clear that this was a shipping error made by Kit and Ace. Instead of acknowledging that possibility or attempting to assist me, the associate repeatedly implied that the issue was my fault. His dismissive and accusatory attitude was unacceptable. When I asked to speak to a manager, he informed me that he was the manager and suggested I email Kit and Ace if I was unhappy.

Only after I demanded that he address the issue properly did he finally acknowledge the mistake and agree to process the exchange. By that point, I was irate. The situation had escalated unnecessarily due to his unwillingness to address an obvious fulfillment error and his extremely poor handling of the interaction.

This was one of the most unpleasant retail experiences I have ever had. The exchange could have been handled in minutes with basic customer service and common sense. Instead, I was treated as though I had done something wrong.

Because of how I was spoken to, the lack of accountability, and the complete absence of professionalism, I will not be returning to Kit and Ace in the future, nor will my family. You have lost a long-standing customer.

I hope this incident is taken seriously and addressed internally. No customer should be spoken to or treated in this manner.

Ordered a jacket in 2 sizes. Only 1 arrived. It’s been weeks now and still do not have a resolution. I went to return the other one as it did not fit and had to jump through hoops to get a return label. It was received a week ago and still no refund. I have emailed them every day! I am sick about this and cannot believe there is no response.

Purchased two items. Wanted to return one for a refund as I did not like the fit.

Online process would not allow me to initiate the return. Contacted customer service and after several emails back and forth with me citing their written return policy and them citing a completely different policy that is not published on their website, I was essentially told only regular priced items could be retuned for a refund.

For reference, their online policy at time of this review, which I was careful to check because it was my first time purchasing, clearly states: Regular-Priced & Promotions: Exchange or return within 30 days for a full refund or merchandise credit.

Then I realized they have a retail location near me, so I popped in and didn’t mention I had already tried to return online. Just wanted to see what would happen.

Guess what, full refund, only question was why I didn’t like the item.

So buyer beware, this company lacks integrity.

Great clothes but atrocious online Customer Service. I love Kit and Ace's clothing for its quality and fit, my experience with their online ordering and customer service has been consistently disastrous, making me strongly advise caution to future buyers. I have now had two significant issues in the past year, both involving shipping and support failures.

Issue 1: My first order never arrived, having been delivered to the wrong address. When I contacted customer service, I was simply told to search neighboring buildings, which was unhelpful as the package was nowhere to be found. The situation was compounded when I finally secured a resolution, only to be informed that one of the items was no longer in stock, preventing a replacement from being shipped.

Issue 2: The second issue is ongoing and equally frustrating. My current order has been delayed for over a week, and I have received no response from the company after multiple attempts to inquire about the status. Furthermore, the tracking information indicates that the product hasn't even been picked up by Shipping Chimp, from Kit and Ace, suggesting the fault lies entirely with the retailer's internal processing.

It is truly a shame that such high-quality products are backed by such an unreliable and unresponsive service model. The lack of accountability for shipping errors and the failure to communicate basic order statuses demonstrate an atrocious commitment to the customer experience. For this price point, shoppers deserve, and should expect the reliability and professionalism offered by competitors like Lululemon, which is far more dependable. I can no longer justify the risk of ordering online from Kit and Ace.

I have ordered t shirts to the Value of $280 to be shipped to London, United Kingdom at 23rd June 2025. Today is 26 August 2025 and after numerous e mails to their support the goods have not been delivered and there is no attempt to contact me with mail so no progress nor refund...just silence.
Avoid KIt and Ace as it is now a different fradulent company