Karen Mabon Reviews 27

I had ordered from this company before as loved the prints and only had lovely things I could say, but when an oder slipped through the net and never arrived, chasing them for a refund was tedious and after a few responses they stopped replying all together. I'm not sure I will ever get my refund and I'm so utterly disappointed that a company would just ignore you and stop replying. For over a month I have emailed again and again asking for my refund but now silence. So sad as I'm sure the actual Karen Mabon has no idea how her brand is being tarnished.

The worst customer service I have ever encountered don’t buy from them, ignore complaints nightmare trying to return an item, now out of pocket, no item no refund as lost in post absolutely no help

I ordered a pyjama set online on boxing day 2025, not only did the incorrect pyjama arrive but also the wrong size! I have been trying to email for weeks with zero response! It’s now 22nd January and I don’t know what to do…. They have no telephone number…

I’ve tried to be patient with this brand, but I’m at my limit. This is, without question, the worst customer service I’ve ever experienced.

I understand they’re a smaller brand with limited customer service, but I’ve shopped with one person businesses that respond to emails and resolve issues far more quickly than Karen Mabon. On top of that, they sell through department stores and major online retailers like Shopbop, so there’s really no excuse.

It’s been issue after issue, not only with me but also with my daughter, who has purchased from them as well.

The first problem was when my daughter bought a robe in the spring. It took over a month to ship, after they initially claimed it had already been sent.

Then I personally dealt with tariff fees that I was told would be refunded. The refund only happened after repeatedly pressing them for a response.

Most recently, I purchased a sleep mask during their Black Friday sale. It arrived without a tag, with visible creases, a faded spot, and was thrown into the package with just tissue paper. I had also previously purchased a matching robe, which didn’t even come with a dust bag.

While Karen did refund me for the mask, she still charged me for shipping, said she would send a replacement, and never followed through. Which is something I never asked for (a replacement + refund). Just to return it. So it makes it even worse that she offered something without following through.

I’m officially done spending my money with this brand. It’s disappointing, but the customer care and product quality do not match the price point. The brand wants to present itself as luxury, but it’s far from it.

Terrible customer service. I had to chase multiple times to send an item back and receive the returns address. And once I’d sent it back I had to keep chasing for a refund which I still haven’t received.

Two months have now nearly passed without any response from their Customer Services team on when a refund will be processed despite numerous chaser emails sent. Also was notified item promised to be shipped on 28 October 2025 which never arrived hence the request for a refund - The order was processed on 26 September!

Very disappointed- its now been a month from order and still not received delivery or a response to my request on status. Also asked for a refund and no update received.

I am a loyal customer of Karen Mabon, buying my pijamas from the brand for the last 5 years, as I really like the design and the quality. This time I’ve decided to give myself a treat as a push present (giving birth to a little girl this month) and ordered myself a silk pijamas from the new collection, feeling very excited about it.

I paid for the order on the 29th of September, received a suggestion to download Shop app to track the order. I downloaded the app, however for the next 7 days the order had a status “shipment awaited” (original delivery promise was around 3 days). I have reached to support on the 5th of October, they have replied asking for my order number. I’ve given my order number and payment screenshot, however no reply has followed - I’ve politely chased again yesterday with no effect. I feel very sad that that was supposed to be a nice treat to myself from a favourite brand has turned out to the stressful situation just before giving birth. I feel this should not be happening when you pay 300 pounds for the pijama, as you assume you’ll get a delightful experience alongside with the delightful product - rather than neglect of the customer in trouble.

After contacting Karen Mabon for a long overdue refund, I contacted them on instagram, got a reply straight away and refund was sorted promptly. Thank you.

I would strongly advise avoiding Karen Mabon. The customer service is absolutely appalling. After placing my order I received no updates whatsoever — emails went unanswered, messages on social media were ignored, and when I finally did get a response it was full of excuses that simply weren’t true. I was told more than once that my parcel had ‘already been shipped’, only for it to turn up weeks later with a postmark showing it hadn’t even left until days after their last message. For a brand charging premium prices, the complete lack of honesty and basic communication is unacceptable. Never again.

I have just bought a couple of pairs of Karen Mabon pyjamas. The cat fancy dress and the dog fancy dress. The fit is fabulous, the quality of the fabric and finish is exceptional. I love these pyjamas they are fantastic and I just want to wear them.

I love their whole range, everything is hand illustrated. So much love and care is into every single piece. I started wearing Karen Mabon in 2019 and I haven’t looked back.

Also the scarfs and accessories make the perfect gifts

I discovered Karen Mabon on Pinterest years ago when a beautiful blue silk robe covered in ceramics popped up on my feed and I was HOOKED. My husband gifted it to me for my birthday, but by then I had discovered her pajamas and there was no going back!! In the years since, KM has become my uniform, and I loyally scroll new patterns each season to add to my collection. In life I’m an art dealer, and I love that Karen’s artistic vision and designs that are such a huge part of the whimsy and elegance of the product. I wear them out to dinner with heels as often as I do to sleep! Living in Canada, temperatures here swing from -40c to +40c and yet their breathable cotton keeps me warm or cool as needed. No, they’re not cheap, but as I wear them every day and they’ve never worn out or faded in colour, I consider them well worth the investment. Sometimes you need to treat yourself to a little luxury!

I stumbled upon Karen Mabon on the street in London when I admired a beautiful young woman in silk pyjamas with swans. I followed her to her pop up shop where I met her, her staff and bought a beautiful cotton dress for summer. She is an artist who draws and creates all of her designs. Later I purchased online for my birthday a silk scarf and a matching silk dress. Since then I have purchased gifts for friends and family from her web site. Everything is beautiful!!! I love the quality of her silk, organic cotton, and satin. Everytime I wear anything I have purchased from her I receive compliments. Dresses, hats, bags, eye covers, pyjamas are all wonderful. Great customer service! I have really one of a kind items from Karen Mabon. I have seen her items for sale at the Buckingham Palace gift shop, the London Design Museum and in other shops. Her website orders come promptly, are wrapped in tissue in perfect condition and are beautiful.

Very quick to take your money, but very slow when it comes to customer service & refunding. Brand portrays luxury element, but you do not get luxury service. Not sure they are worth the price tag.

REVIEW UPDATE
I received an email after posting previous review. They claimed that they could not find my order but would process a refund as a 'good will gesture'.

One month and 4 chasing emails later I am still yet to see my money. Still convinced this company scams their customers. Avoid!

I would avoid this company. Contacted about a return and they gave me return instructions, I sent the return as advised and they have ignored every attempt at communication since despite receiving the package in April. I’ve had to request a charge back via my credit card for the item worth £150

I’ve followed this designer for years and I still love the collections they are so full of curiosity and fun. I’ve had a great experience when ordering and friends and family have loved items I’ve bought as gifts. I’ve always had quick replies to questions and the packaging is beautiful.

Really beautiful and quality scarves and pajamas, they are my go to present idea and I know they will come beautifully wrapped.

I absolutely adore this brand, their pyjamas are beautifully designed with the most playful and fun illustrations! I’ve lost count of how many sets of PJs and dresses I have and the quality is always so nice whether it’s silk, cotton or linen. Orders come promptly and nicely wrapped, always a joy to treat myself to more of these gorgeous pyjamas!