Kit and Ace Tracking Order Status

The fact that this store only has at most 3 stars review should tell you something. After this experience I now always review the store rating before I buy to make sure I have a good experience. Lucky I was able to get a refund after emailing in for it. But the store manager some girl was extremely rude and tried to say I washed my cloths when I didn’t. Like really… I literally showed her a comparison of the same pair of shorts and there was no difference but she insisted that I washed it and wouldn’t refund. After a complaint to their support email I was able to but what a hassle just to get my money back to buy another size.

Worst service and wouldn’t let me return a item 2 days old that they tried to say was washed when it wasn’t

Bad customer service. Ordered a shirt it was as long as a dress, basically sold a useless product on clearance. Yet it still cost a fair amount for a t-shirt. No return and no exchange offered, just "we'll will pass feedback onto design team" I like the clothes a lot but this isn't the attitude of a winning store. Also one time I was in the store and the clerk wouldn't honor the promotion on the was as it was stated. I over paid for the items. Be more professional or you will shut down.

Clothes are good quality but fit poorly. If you read reviews of their products, they change the fit often so what you get is often different than what is presented on the website. Customer support is responsive but useless. I couldn’t return a brand new pair of pants I bought the previous day that were unworn, still had the hang tag, etc. because I had unpinned the stupid cardboard tag and threw it out. All support did was point to their return policy which says you need the cardboard card tag, and I didn’t feel like fishing through the trash so now I’m stuck with a pair of expensive pants I’ll never wear. Is it really worth pissing off a customer over a silly nuance like this? I’m a loyal repeat buyer to great brands that treat their customers good (reigning champ, Hugo boss, ASRV, etc) and my bad for expecting Kit and Ace to have a similar customer service. This is just a crappy little company I’d recommend staying away from. There are so many better apparel companies out there.

I bought the travel sweater. It’s fine, but not really soft or cozy. It is very long, though. So, when they emailed, asking for a review, I said a couple of nice things and I also said that I won’t wear it for travel because it’s longer than any coat I’ll wear for travel, and additionally the tail will likely get dipped in a toilet sometime during the travel day. Then, they ask if you would recommend the item with a yes/no toggle. Because my answer wasn’t exactly No, I clicked Yes and submitted my review. When I went to look at my review online, my critical comments had been removed and only the positives remained. It looks like I love the sweater, when in fact I’m only keeping it because it looks like a bit of trouble to return it.