Jenni KayneReviews of jennikayne.com

I bought two Everyday Sweaters from Jenni Kayne over Christmas, one for myself and one as a gift. I was horrified when I wore my sweater, as it was completely covered with large pills. When contacting customer service, I was told this is the norm and could have a 15% discount on my next purchase. So, I sent a picture saying this is not the norm...but they responded insisting it was and would send a sweater stone if I wanted. I would never buy from them again and am embarrassed that I gave this as a Christmas gift to someone.

Terrible customer service. Tried to exchange a sweater that my husband got me for Christmas today. It was shipped to my parent’s house and arrived on December 20th so I’m still within the 30 days. Customer service says it got delivered on the 16th (it didn’t) so there’s “absolutely nothing” they can do. *Shockingly enough*, FedEx doesn’t always deliver packages on time/things get mixed up, especially during CHRISTMAS TIME, but Jenni Kayne doesn’t care! Given the circumstances, it seems easy enough to make a one-time exception so I’m not stuck with a sweater that’s too small for me. Met with lots of toxic positivity from customer service which is frustrating beyond belief. For a company that’s marketing itself as luxury, I’d expect much much more. Highly recommend you buy your overpriced sweaters elsewhere. Dear Jenni Kayne: if you’re going to enforce your policies in such a militant way, maybe consider including the return/ windows on the packing slip. “Looking to return something? For details on our return policy, please visit the FAQ section on jennikayne.com” seems intentionally cagey. 21 days to return/30 to exchange, especially during the holidays, is not standard by any means, so no wonder so many people are so frustrated. Doing the right thing is free, builds good will and increases brand loyalty. Do better. PS - FWIW, the only positive review on this site is from someone who works for Jenni Kayne.

I, too, am a victim of JKs deplorable holiday return policy and now am the owner of a pair of mules that I can't wear as they don't fit. Purchased by my husband on 11.25 as a Christmas gift, we contacted JK on 12.28 asking to exchange. Response received from Customer Experience whose mission clearly is: "Strive to make the customer's experience the worst" was "they understood our frustration with the policy; they were so sorry we lost several hundreds of dollars; we should let them know if there anything else they can help with; happy holidays!" This is a luxury brand? No holiday return window extension? Every company on the planet accounts for holiday gifting and adjusts return policies to accommodate customers. Not JK and no exceptions. To anyone considering purchasing from this company: BUYER BEWARE! Read the complaints on their Facebook page, Yelp, the Better Business Bureau, etc. (note that JK never replies- this website even shows that JK "has no history of asking for reviews" - they obviously don't care). Shame on you, Jenni Kayne. You lost 2 more long-time customers who will continue to share our awful experience. Research shows it costs 6-7 times more to acquire a new customer than retain an existing one and that price is not the main reason for customer churn, it is actually due to the overall poor quality of customer service. So, the question to JK is: with this weight of evidence, why do you not focus on improving the Customer Experience? Shoppers, please spend your hard-earned money at a company that values their customers - not Jenni Kayne. In an attempt to salvage my husband's investment (the alternative being setting fire to these shoes) - if someone has a size 37 mule (color: Laurel) and needs to swap for a size 36, please reach out.

Not honoring their own policy. I am a customer who has ordered multiple times. I was worried about the standard return policy during the holiday season 2023. However, I was told via phone and as a written statement on my packing slip that the return window will be extended until 1/5/24 if items were purchased between 10/11/23 and 12/24/23. As of 1/3/24, Jenni Kayne will not honor the unused return for a future store, not even a refund. Was a committed customer due to their values, however, that has been broken and their founder/owners should be ashamed.

As much as I like some of the pieces from Jenni Kayne. I cannot express my frustration enough with their customer service policies. On two instances, I got sweaters as a gift one was wool and the other cashmere. Unfortunately I am highly allergic to anything fuzzy as it makes my skin itch. The first time, I called ahead and expressed that it was a gift, wrote it on the return label and asked for a credit so I could actually get something different. They ended up refunding the person that got it. What a huge embarrassment. Second instance, I called again, this experience now almost 2 years later thinking they must have done something better with their customer service. I was wrong. Not only do they not extend their return policy over the holidays; once again, because it was shipped to someone else, and there was no gift receipt, but I had the packing slip. They were unable to do anything except refund the person. However, since it was outside of the 21 day window, they were not willing to do anything actually. At a price point like this and a brand that seems to be branching out I think they really should work on updating their policies and their customer service experience before they do anything else. Horrible customer service is the one thing that can discourage me from purchasing from any brand.

This is my favorite store! The clothing is so luxe and the customer service is great - quick shipping & returns and always responsive.

Yay- customer service has improved. That was the only downfall. Love their clothes; they’re worth every penny. Although they’re a lot of pennies.

Came THIS close to clicking "Submit" on an $800 order when it occurred to me to google "jenni kayne reviews." Before you spend a penny, check the reviews on their Facebook page and on Yelp. I'd bet you won't be interested in placing an order either.