Teresa R Kth

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Verified Reviewer
| map-marker Philadelphia, Pennsylvania

Issue with shoes which started to fall apart after three times.

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Jenni Kayne - Issue with shoes which started to fall apart after three times.

An exchange would have been the simple, easy, smart thing to do. Instead, you denied everything. Would never buy from this company again!

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User's recommendation: Don’t! They don’t back up their product and leave the customer with damaged goods.

Julie F Pka

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Verified Reviewer
| map-marker London, England

Help Please

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Jenni Kayne - Help Please

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year Ive spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****). I paid FULL price for the sweaters. When I received them they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee.

When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made it a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the final sale when I made the purchase but I did see that the slippers were a gift. I was not focused on the gift because I was not especially interested in the slippers. When I have made purchases on other retail sites with a promotional gift you are required to spend a certain amount of money to receive the gift.

Then, If items are returned with a gift purchase you are required to also return the gift. If the gift isnt returned, you are charged. The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service.

I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients. Could you please help me with this?

Julie Franke

julie.franke@***.net

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Loss:
$1570
Pros:
  • Previous cashmere sweaters purchased were very good quality
Cons:
  • Paid full price for items that cannot exchange due to promotion

Preferred solution: Exchange

Jim S Ucs

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Impossible to get customer service

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Jenni Kayne - Impossible to get customer service

BTried ten times to contact customer service chat on web site with no success. Called customer service on phone and after answering it just disconnected.

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Loss:
$461
Pros:
  • Nice stuff when it comes
Cons:
  • Horrendous nonexistent customer service

Preferred solution: Deliver product or service ordered

User's recommendation: Buy elsewhere

Julie F Bhe

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Verified Reviewer

Completely Absurd Promotion Terms

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year Ive spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****). I paid FULL price for the sweaters. When I received them they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee. When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made it a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the final sale when I made the purchase but I did see that the slippers were a gift. I was not focused on the gift because I was not especially interested in the slippers.

When I have made purchases on other retail sites with a promotional gift you are required to spend a certain amount of money to receive the gift. Then, If items are returned with a gift purchase you are required to also return the gift. If the gift isnt returned, you are charged. The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service. I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients.

Could you please help me with this? Julie Franke julie.franke@***.net

Loss:

$1570

View full review
Loss:
$1570
Pros:
  • Quality cashmere when you get unworn sweater
Cons:
  • Horrendous promotion terms

Preferred solution: Exchange

User's recommendation: Do Not Shop Here

Julie F Pka

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Verified Reviewer
| map-marker Sammamish, Washington

Please Help

I have been a loyal repeat customer of Jenni Kayne. Last year I spent close to $3000 on sweaters and this year I’ve spent over $1000 online and in the store.

For Christmas I purchased an additional 3 sweaters with your slipper promotion, totaling $1575.00 (order #JK1191****/see attached receipt). I paid FULL price for the sweaters. When I received these items, they were the wrong sizes and two of them had pilling and hairs on them. They appeared to have been worn or tried on.

I contacted customer service and was told that if I returned the sweaters online I would be charged a $12.00 restocking fee for each item, but if I returned/exchanged them in store there would be no fee.

When I went to the Jenni Kayne retail store to exchange the sweaters for new, unworn items, I was told that I could not because the slipper promotion made transaction a final sale, despite the fact that I paid FULL retail price for the sweaters. I did not see the “final sale” when I made the purchase but I did see that the slippers were a “gift.” I was not focused on the “gift” because I was not especially interested in the slippers. When I have made purchases on other retail sites with a promotional “gift” you are required to spend a certain amount of money to receive the “gift.” Then, If items are returned with a “gift” purchase you are required to also return the gift. If the gift isn’t returned, you are charged.

The sales clerks at the Jenni Kayne store agreed with this confusion and stated that the promotion terms should have been in bright red and with a larger font.

I have NEVER encountered such an unreasonable policy for expensive FULL price merchandise, poor quality control, and rude customer service.

I am not asking to return the items, just to exchange them for other sweaters that are unworn and the correct sizes for my gift recipients. Could you please help me with this?

Julie Franke

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Susan B Noy
map-marker Larkspur, California

Return assistance

I cant return a purchase. They were not up front about buying a sweater with gift of purchase or I would not have gotten the gift.

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Loss:
$445
Pros:
  • Sweater nice
Cons:
  • Not being upfront about final sale gift with purchase
  • Not easy to resolve issue

Preferred solution: Full refund

Tylan Mnr

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Verified Reviewer
| map-marker New York, New York

Frustrated

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Jenni Kayne - Frustrated

Got to UES store in NYC at 1:10. Sign on door which says Sorry we missed you, be back at 1:40.

I rode 40 minutes to get here. FedEx came and girl came to door to take packages. Said they are having lunch and are understaffed. Couldnt one person take lunch and other person wait on customers.

Four people have already left angry. I havent had lunch yet.

Very frustrated. Definitely want a response.

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User's recommendation: Don’t take lunch in a group

1 comment
Guest

Don’t take your entitlement out in public

Mary O Joh

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Verified Reviewer
| map-marker Wabasha, Minnesota

Disappointment after washing a purchase

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Jenni Kayne - Disappointment after washing a purchase

Purchased puffer coat earlier this year which I washed in delicate as its a puffer coat assume down filled has no tag to indicate washing instructions. After washing does not puff back up as expected.,would like a refund as my daughter who purchased it last year is a very good customer. Mary Ochsner 661212****

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User's recommendation: Ask where washing instructions aee

Anonymous
map-marker Alexandria, Virginia

Over the past few years I have purchased at least a dozen sweaters for me, my daughter, and a few friends. The friends who I gifted these sweaters absolutely loved them.

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Although the price is a bit high, the quality is worth it!! One of my dear friends to whom I gifted a sweater was extremely happy with her sweater. She has a very high powered job running the best jewelry/dlamond store in Boston.

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User's recommendation: When Jenni Kayne has a sale, grab what you love. You will get compliments and love the merchandise you’ve selected.

Linda M Tda

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Verified Reviewer

I needed clarification on some merchandise

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I called and was transferred to a very nice representative. I had a few questions regarding fit of a sweater and trousers for my daughter. My questions were answered so that I felt confident making a substantial purchase.

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Pros:
  • Customer service
  • Great merchandise

Preferred solution: None.

User's recommendation: If you have questions or issues, don’t hesitate to contact Jenni Kayne. The merchandise is beautifully styled and made. It’s worth every penny!

Anonymous
map-marker Pompano Beach, Florida

Info on chairs

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Jillian was so helpful, patient and professional. Jenni Kayne staff never disappoints! Whether in store or customer service, everyone is always so pleasant!

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User's recommendation: Top notch in every way!

1 comment
Guest

This is pissed consumer, you’re posting your fake review on the wrong platform. The business is terrible; poor quality, bad service and the product is overpriced.

Anonymous
map-marker Dallas, Texas

Order not being delivered

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My order is still being held by FedEx. I wanted it returned asap to get a refund. Why cant you ask them to return it to you?

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Anonymous
map-marker Walnut Creek, California

File a claims on a lodt shipment

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A lost delivery from fed Ex

The driver said he left the shipment but he did not

Fed ex told me to have the shipper file the claim I called The so hopper and they handed it .

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User's recommendation: Ask for signature

Sarah_J-54

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Verified Reviewer

JENNI KAYNE: Customer Service has not contacted me as of 10March2002! A slap in the face to a disabled Veteran!

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Updated by user Mar 12, 2022

On 11March2022 (Friday) at 1041hrs I sent Jenni Kayne an email telling them to stop inundating my inbox with ridiculous automated service and support questionnaires.That same day at 1602hrs I received another automated service and support questionnaire.As of 12March2002 (Saturday) Jenni Kayne have still not fixed their technical issues with their promo code: CHARLOTTE30. I have been documenting this since last Tuesday with date and time.As to be expected -I have not had any of my issues addressed since management offered her rotten “solution” on Tuesday 08March2022. They have provide no JUST resolution.

Updated by user Mar 11, 2022

As of Friday (11March2022) there has been no customer support from Jenni Kayne, however, they are inundating my email with automated support questionnaires!Also, some do not understand that being a former Service Member and a disabled veteran is kind of a big deal when reporting complaints to the BBB.In addition, some people rely on “working” coupons to make purchases they may not otherwise be able to afford. If a “manager” decides to “resolve their technical issues” by making up a coupon which has to be used “IMMEDIATELY”- some may not have the finances to adhere to this rotten solution.

These “technical issues” using the CHARLOTTE30 coupon code had not been resolved for at least 3 days. How Interesting that a “luxury business-as they refer to themselves” cannot address technical issues within a timely matter!

Updated by user Mar 10, 2022

As of 10March2022 at 1150hrs (1050 hrs PCT) the “luxury” company Jenni Kayne has not addressed their “technical issues with Promo code-CHARLOTTE30. CHARLOTTE30 is still available and continues to deduct 30% off a purchase, but does not work when finalizing the purchase.

I have saved all snapshots that are dated and timed since attempting to use the code since early Tuesday Morning.I have not heard back from Jenni Kayne since Tuesday (08March2022). Their customer service is beyond abhorrent, so not hearing back is to be expected.

Original review Mar 10, 2022
I contacted the Jenni Kayne text line (08March2022) to inform them I had difficulties using promo code CHARLOTTE30. First, their customer service is a joke.
Second, as has always been the case -customers can NEVER speak with a live person!
The chat option was not operative at 0800hrs when it was supposed to be.

Going back to whomever I was chatting with via text did not have a manager call as I had requested, and only wanted to argue with me that promo code CHARLOTTE30 did not work! I sent him snapshots that the promo code did work and that it took the price down 30% until you you tried to make the purchase...even at 1250 my time (1150 PST) the code continued to work, but not when making the purchase.
I have provided Jenni Kayne with multiple snapshots showing the promo code does work: via text; email, and eventually chat.
6hrs later! it is the same issue with the promo code.
Jenni Kayne is so negligent that "their technical issue still had not been fixed". Jenni Kayne offers little to no customer support and are obviously negligent!
Let me rehash why I have been trying to get into contact with Jenni Kayne:
I tried to purchase the Raffia Bucket Bag using code CHARLOTTE30.

The code was applied to my order, however, when I attempted to purchase the Raffia Bucket Bag I would get the following notice- "CHARLOTTE30 discount code isn't available to you right now". I googled this code only to find that several other customers were able to use it.
Attempted purchase with code CHARLOTTE30 was done at 0600 (**** PCT). It is now 13:52 (12:52 PCT), and they have not fixed their "technical problem with the code".
A woman from "management" finally called and showed no desire to rectify the situation!
It was also evident that she could care less that I spent at least 5hrs of MY TIME dealing with the above issues. All she offered to do is make-up a 30% off promo code; which I would have to use right away- apparently immediately.

I took this as a HUGE slap in the face, and hung up!
She was rude, disrespectful and condescending!

I also informed her that I was a former military Officer and now a 100% disabled vet.
I told her I would be filing a complaint with the BBB. Interestingly enough they are not BBB accredited.
In addition, as of today (09march2022 @ 0700hrs) the promo code CHARLOTTE30 is still available and deducts 30% off your purchase,but does not work when finalizing purchase.
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Preferred solution: Courtesy raffia bag- due to continuing severe lack of customer support!

User's recommendation: Don’t give this horrific “business” you money!

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