Karen Millen Reviews 

Returned a coat in 19 December which tracking shows they received on 21st. For over 5 months I got constant excuses as to why the refund hadn’t been processed. It was promised on numerous occasions. Lies and diversions by their ‘Customer Service’ team. Eventually received the refund after opening a case with my bank. Refund received almost six months later. Never buying from this company ever again. The refund was over £400.

Would never ever deal with karen millen again, customer service is absolutely shocking !!!
I'll try to keep this as brief as possible.
In April I ordered 2 dresses and karen millen took more from my credit card than they should have, I've sent numerous emails querying this but got no joy, I returned the order and after more emails chasing a refund I eventually received notification that they would send me a refund within 7 days, that didnt happen !!! I then had to hand it over to the credit card company to investigate and, thankfully, I got a full refund.
Karen millen used to be a reputable company.
I wouldn't touch them with a barge pole !!!! Absolutely shocking !!!!

Customer service is shocking.
Their refund policy is they "have to wait 2 weeks after receiving the return) when in likelihood their turnaround is only a couple of days.

An item was failed to be delivered and they claimed I still had to pay for the postage cost for an item I didn't even get.

Gone downhill after bohoo

Excellent speedy customer service!!

I had questions regarding Return Shipping prior to ordering online (because my actual size sold out and I was contemplating ordering one size up to try). Customer service Kai was helpful and efficient in answering my questions over Messenger, so thank you Kai :)

Excellent customer service from Kai - promptly solved an issue I had with the app

Have tried to return items on their portal which is not working properly, Ive emailed several times to ask about the return, I've even offered to pay the postage if they give me there address but they won't.... Im no further forward and money down the drain. I will never order again.. I used to be an avid buyer but no help contact number doesn't work! Avoid at all costs!

Had an issue with an item in my order but was resolved easily by Jade. Thank you for your patience and understanding with the issue. Jade was excellent and professional. Loved my other items from Karen Millen.

Never had any issue with Karen Millen been buying from them for years, I have an account and always found the clothes of good quality and long lasting. Yesterday I bought a pair of shapewear on white I ordered next day delivery as I need them for an event. They arrived today in plenty of time however they were black, not what I ordered. It took ages to get through to customer services and by the time I did get through, hours after my original contact, I qas told to send them back free of charge. Great I will do that in the morning can I please have a replacement item, the correct item, sent ASAP so it comes on time. No ☹️ they will only send when they recieve my returned item. So basically their error now means it won't arrive in time?? I understand if I was a first time customer but I've been buying considerably more expensive items off them for years!!! I'm not goi g to steal a pair of £25 knickers. Obviously loyalty counts for nothing, I'm shocked I always thought why such bad reviews and now I know.

Update received a new WRONG pair today, absolutely ridiculous. I thought this was a high fashion outlet not a brick o bracket sale. Same old I have to go out of my way to return item, no good will or anything.

Karen Millen is a con merchant. £34 added to order for spurious returns insurance without telling you. BEWARE.

I used to be a loyal KM customer. Since last year I wasn’t able to keep any of my orders. Suddenly nothing fit the way used to, plus bad packaging and quality. On the top of it my last order never arrived and it been two months since they can not process my refund. We go over and over to the same process.. nothing so far. Very disappointed.. and never again!

Had a slight issue with my order I had ordered a co/ord and only the trousers arrived . The top was missing . After contacting customer services via their instructions I was assisted immediately by JADE who soled the problem straight away. My order has been resent I will receive it tomorrow. Thank you for such fantastic customer care and support .
Angie

Their systems encourage duplicate ordering as emails confirming orders are not sent for several hours and instead “left something in your basket” emails are sent. Customer thinks order hasn’t gone through and re orders. Customer then has to return duplicate order - pay postage and wait forever for a refund. Not good service. Dress was lovely but extremely creased. Pack things better so at least customer can wear a new item without having to buy a steamer ! Processing of refunds needs to be much faster. Other places can manage it

I’m very disappointed with my recent experience with Karen Millen customer service. I have been waiting 2 weeks for a £180 voucher refund (that is supposed to take 24h) after returning an item (order number: KUK106255127). I originally accepted the refund as a gift voucher, following advice that it would be processed within 24 hours. While part of my refund (£120 paid by credit card) was eventually returned, the £180 voucher balance has still not been reinstated.
After multiple contacts with customer service, I was eventually told there is an internal voucher system issue affecting refunds. However, there has been no clear timeframe, no ownership of the case, and no meaningful update beyond “it is being worked on.” The customer support has been very disappointing, and at times feels almost completely absent. I understand technical issues can happen, but customers should not be left waiting for 2 weeks without a resolution or clear communication. Based on this experience, I would strongly advise people not to accept or use gift vouchers, as customers appear to have very little protection when problems arise.

Jade did a great job helping me place an order when there were some technical issues. Top service! Love there clothes too.

I ordered five formal dresses and two fascinators from Karen Millen on 5 May 2026 (£496.67 paid via Klarna) for a long-planned formal event on 8 May 2026. I paid extra for next-day delivery, Karen Millen Gold membership and £15 of "Delivery Protection."

One of the parcels — containing four of the five dresses, worth £303.68 — was never delivered. The courier (Evri) confirmed in writing that the parcel was not delivered and was returned to Karen Millen. A second parcel arrived but was missing one of the fascinators (which has since been refunded).

I had to scramble for replacement attire at very short notice and attended the event without the outfit I had planned and paid for.

Since 12 May 2026, the Debenhams Group claims team (which handles Karen Millen claims) has refused to refund the £303.68 for the undelivered dresses, the £99 fascinator I want to return, or the paid-for delivery extras. Their response, repeated multiple times, has been to redirect me to Seel — a third-party shipping insurer — to claim for goods that the retailer holds and never delivered to me. Under the UK Consumer Rights Act 2015 (sections 28 and 29), the retailer is responsible for goods until the customer takes physical possession. Karen Millen cannot offload that statutory duty onto a third party.

A formal Letter Before Action was served on 20 May 2026 setting out the legal position and the £432.67 outstanding. The seven-day response window has expired. The only reply was a generic email referring to the £79 refund that had already been processed two weeks earlier — not addressing any of the substantive issues raised.

Klarna have paused the outstanding £432.67 payment pending investigation. Money Claim Online proceedings are being prepared.

If you are considering ordering anything time-sensitive from Karen Millen: please be aware that if a parcel goes missing, you may be redirected to a third-party insurer rather than have your statutory consumer rights honoured.

I will gladly update this review if Karen Millen resolves the matter fairly.

Dear Karen Millen

I am writing to formally complain about your unacceptable failure to process my refund for order KUK106176905.

The returned item was the Plus Size Floral Print Silk Cotton Strappy Woven Maxi Dress, valued at £186.15, which was returned on 7th April 2026. I have already received email confirmation acknowledging the refund, yet the money has still not been returned to my Klarna balance.

I am extremely frustrated and disappointed by the very poor level of communication and customer service I have received throughout this matter. My emails have bounced back, and the information available on your website has been inadequate and unhelpful. Meanwhile, I continue to receive marketing emails encouraging further purchases while you retain money that should have been refunded weeks ago.

This delay has caused significant inconvenience and is completely unacceptable. There appears to be no clear or effective way to resolve this issue through your customer service channels.

I now require this matter to be resolved immediately and my refund processed without any further delay. If this issue is not resolved urgently, I will have no hesitation in sharing my experience publicly through Trustpilot, Google Reviews, and other relevant consumer platforms.

I expect a prompt response and confirmation that my refund has been issued.

Nice dress but return cost me over £10. I wasn't aware about is. Long waiting for refund

Please don’t waste your time and money purchasing from Karen Millen. What used to be a reputable fashion brand certainly isn’t any more. The refunds process is an absolute shambles and you can only speak to AI - which doesn’t resolve anything - and just incessantly asks the same questions. No promo codes work (even the ones displayed on their own website or Blue Light Card). Awfully long process to get money back, would be easier to shop high street.

Bought a dress in a size medium (correct size according to their size guide). I paid for next day delivery and it didn’t arrive the next day. When I tried it on anyway just to see if it fit, I could have fit another 3 people in the dress. Returned it 2 weeks ago and still no refund. Better experience from shein at rock bottom prices. Definitely would expect better from a ‘brand’. Strangely though if you want a refund to your card it’s 14 days after they receive it but if you want a credit note it’s 24 hours!? Complete scam of a company