kin. Furniture & Design Store Reviews 

I ordered a HAY CPH desk from Kin on 4 August, with an advertised production lead time of 2–3 weeks.

I subsequently had to chase for an update, only to be told that there had been a production delay and that the desk is now not expected to leave HAY until 25 September. Kin have also said it will then take around another week to reach them before onward delivery is arranged, meaning the overall wait is likely to be around two months or more.

I fully appreciate that manufacturing delays can happen and that the delay itself originates with HAY. What has disappointed me is how Kin have handled it.

I asked whether they could offer even a modest goodwill gesture given how substantially the advertised lead time had been exceeded. Their response was that they would offer nothing, in part because I had already received a 20% discount. However, that 20% was simply Kin's public sale promotion at the time of purchase and was available to customers generally — it was not compensation or a discretionary discount offered because of this delay.

After further correspondence they called me, but ultimately still offered nothing other than the option to cancel the order.

For a £700+ piece of furniture, I expected a little more customer care and flexibility when something had gone this far beyond the original estimate. I still want the desk and have chosen not to cancel, but the experience has left me disappointed with Kin and much less likely to purchase from them again.

Contacted company by email and was quite a few days before I got a reply. Sent another email explaining what I was thinking of ordering on 15/6/26 and still no reply by today, 30/6/26.
I have decided to go elsewhere to spend the £4000 plus that I would have done as I am extremely concerned after care would be terrible.

In reply to your response (which was amazingly quick in comparison to your business emails) you are incorrect on two points. My second email to you was on the 15th June, not the 19th as you state. Also I never received any reply, automated or otherwise. This is no way to run a business and it looks bad that you almost immediately reply to a truthful and critical review.

I note another reviewer mentions the same issue with the lack of email contact from you. I also note that you have not apologised to me on here.

If a family emergency (which I am sorry to hear about) means that your business comes to a halt, you may want to consider your business model. You have lost money by not sending a quick reply to me and I find it hard to believe that you do not have anyone who could have responded in your absence.

Ordered a hat design tin, had the full measurements etc on the kinstore website, when it arrived it was around twice the size listed on the website. Huge. I emailed their info email address and got no reply, then eventually the only response from them was a "complete your return" auto email. Awful customer service and misleading website

Purchased a Audo Copenhagen Interconnect, Brass, Candle Holder from Kinstore.
I was slightly sceptical as some of their items were much cheaper than most online retailers. However, I needn’t have worried. Lewis was great. Even when I encountered a slight issue with the item, it was resolved swiftly.

Ordered a set of Normann Copenhagen concrete figures and they were despatched and arrived super fast.

I noticed that one of the figures had a tiny blemish (if it hadn't been for a Christmas gift I'd have been totally fine with it, as they're made out of concrete you can't expect then to be pristine).

I mentioned this in an email to Kin and they immediately offered a return and replacement.

Lewis was amazing and sent the replacement before the return had even arrived back to ensure I had it in time for the big day, which definitely saved Christmas!

Will definitely be buying from them again.

Delivery was very quick and my parcel came well packaged. I was very pleased with my purchase. There was a good selection of products to choose from.