Kotn Reviews 40

On the 31st March my order arrived in customs.
Since this point Kotn offered me a 15% off my next order and have ignored my first requests for support followed by requests for refund. I have since spoken to my bank and they have supported me with a dispute. I can't believe the lack of contact... avoid ordering. A shame as I like their concept.

The customer service and delivery, although not immediate was quite helpful in getting my order to me. The blazer I ordered has so many fit issues and for an XL they presume I must be a giant. I suspect they have grading issues in their tech-packs so the patterns are funny. The body is far to big and the shoulders are Frankenstein level broad. I unfortunately bought it on sale, not anywhere near worth the MSRP and so it's not permitted for return or exchanges. So I'll see if I can shrink it down in the wash ( it's unlined and cotton). Perhaps their knits are good, but if this is an indication of the tailoring - hire a proper pattern maker that understands how to do your jackets or run stricter QA in Portugal at the factory.

The worst customer experience I’ve ever experienced in my life (and I’m not exaggerating). I’ve been trying to exchange a purchase made in December (it is now the end of March). I have received essentially no support from the rep Nouran and my emails go weeks without a response. I spent hundredsssss of dollars at Kotn outfitting our bedroom and I’m so disappointed in the lack of support or response from them. I’m not even trying to return something. I really wanted to believe that this was due to high volume over Christmas but now that it’s March, this no longer holds. The inability to leave a review on with them directly also says a lot.

Unfortunately I won’t be purchasing from KOTN again for this exact reason and will share my experience with others. Think twice before you buy because good luck getting any support after your purchase.

I have never felt so neglected by a company before. If I could give less than one star I would.

I want to preface this by saying that I rarely complain about customer service issues because I have worked in customer service myself. I completely understand that things get busy and that delays happen, so I was incredibly patient with them. However, my experience with Kotn’s customer service was beyond frustrating.

I placed an order in November, but due to the Canada Post strike, I didn’t receive my packages until well into January. One of the packages was lost in transit, and I needed to return some of the items. That’s when the real nightmare began.

I reached out to customer service, and I was assigned a representative named Nouran. Unfortunately, communication was painfully slow—she often took days, sometimes even a full week, to reply. Because of this, I felt like I had to respond immediately to every email just to avoid another long delay. Even worse, despite my repeated messages, I found myself constantly re-explaining the same request over and over again.

One of my biggest frustrations was trying to get a Canada Post return label instead of a FedEx one. I made this request multiple times, yet my emails were either completely ignored or met with vague responses asking me to “reconfirm” what I had already stated clearly. It felt like I was stuck in an endless loop of waiting and repeating myself, with no actual resolution in sight.

It is now almost March, and I am still dealing with this issue—something that should have been resolved months ago. The lack of efficiency, responsiveness, and basic customer service skills has made this an incredibly frustrating experience. I will not be shopping here again.

Products are okay but customer service is nonresponsive - if you have an issue or need to return, despite reaching out through chat, email, following up - none go answered (and you get a short return period which will pass before they get back to you with help).

Generally, unless you're willing to take a risk, don't purchase.

I keep emailing because the order I placed before Christmas still has not been resolved. Long story, but beware of their return policies and extra small sizing.

I bought a piece of clothing three weeks ago and I still haven't gotten it. They changed their shipping provider for UniUni and ever since they did that the shipping takes forever, especially if your building has a door code, and that's EVEN if the code is written in the address, on the shipping label. Tbh until they change provider I won't be purchasing from them again.

Made an online purchase shortly before Christmas which arrived very quickly (despite a postage strike where I live). I ended up making an in-store return and the refund came through really quickly.

Only piece of feedback is that when I did the return in store they gave me no receipt or physical validation of any kind as proof that I’d made the return. Just said that I’d receive an email confirmation of the return within 1-2 business days. When the confirmation showed up, the amount on it showed up as $0.00, which made me worry something had gone wrong with the order. It occurred to me in retrospect that if something had gone wrong with their tech/systems and my refund confirmation email hadn’t come through that I’d have no way of proving that I’d actually made that return (which was a bit worrying - I felt silly, like I should have insisted on some sort of physical proof of the return when I was in store).

As it happened, I emailed them with my concerns regarding the $0.00 amount and was reassured that that’s just how their systems worked and that the refund had gone through fine (which was true, I received the refund within just a few days of returning and it had been safely in my bank account for about a week before they replied to my email).

All in all a great experience with Kotn even though the clothes were not for me!

i really like the styles they offer, but for the price i feel it isn’t worth it - many pieces i have of theirs have stretched out quite a lot, and had the little bits of elastic breakage you can see on the garment, making it not really wearable for public. its a shame because i did love these pieces, and to me their clothing is very expensive so i would expect it to last longer or be better quality to hold up.

i will say i emailed them about one of the garments and they gave me a credit to order something else and the suggestion to not put them in the dryer, wish i would have not done that! unfortunately they change their styles frequently and the item i wanted to reorder was no longer available, but at least they were helpful.

I like the quality of a lot of their items but their sizing is so off. Why is no one doing anything to fix this? Their socks while very plush and comfortable run HUGE while being too tight on the ankle. I'm a woman's US size 9 and while I usually order M/L I had to give those to my husband (and they may even be too big for him!). I re-ordered size S/M and they're still almost too big! On top of that for some reason the grey socks are noticeably much larger than the other colors in the same size. There is no excuse for this kind of inconsistency.
I recently ordered a long sleeve turtleneck and ordered a size larger based on reviews of it running small. It didn't only run very small, the fit was also all wrong. The waist was somewhere between normal and very cropped length. Way too short. The sleeves too were too short making it look awkward. All this while there was plenty of excess fabric elsewhere on the top. It's not only their sizing that's off but their design/proportions. I am now really hesitant to order any more clothes from them.

Can't speak to the quality of the product as I never received it, but can definitely slam the shipping and customer service experience!

Whatever joke of a shipping partner they use in Toronto made damn well sure I never received my order. My first package was somehow lost and I had to email 4 times to get them to resend the item. Second package is also somehow "lost" and once again I have to email multiple times and threaten chargebacks to get a refund (which is TBD, obviously). It has been a MONTH since I ordered my stuff. What a joke. For a Canadian company who ships from about 45 minutes away from my address, this is comically ridiculous. Never again.

I went to their store in Montreal a couple of times and the staff is honestly always great! No pressure to buy and felt like they were genuinely helping me to choose the best piece. Last time i went, I ended up taking the dark wash anti-fit denim jeans and I couldn't be happier! The fact that their clothing are ethically made and environmentally conscious is also amazing!

Placed an Order on March 9, still haven't received it by March 19 in Australia, website says 5-7 days typically which would align if they used Fedex or USPS.

They used some barely known shipping company called Asendia, the item only left the US on 14th and when I called Asendia they said it could take up to 15 days to reach Australia. I think they have sent via sea and charged a steep shipping fee for a pair of jeans.

What makes things worse is the customer support is very flippant and reluctant to help, the way they respond with a lack of urgency makes me think they are used to these shipping times and give incorrect information on shipping page.

They gave a small of $25 from the shipping fee which wasn't the total amount but at least it was something, the issue was they reshipped using the same courier and its taken even longer.

Arguably one of the most comically bad shopping experiences I have ever had.

I placed my order more than a month ago and still haven't received it, the order has been stuck in customs and the CS team doesn't read the emails I send and answer any of my questions they just repeat the same thing: to check my local post office and a link for the tracking number I already told them I have. I'm very unhappy with the service and wouldn't recommend buying from them at least if you're outside the US, I'll update this review if and when I get my order.

Excellent customer service. Small issues with tshirts i had ordered ( plain white ) a couple of years ago and rectified immediately by Kotn. I have since ordered more and they have become my ALL TIME favorite t’s ( pretty much all I ever wear 🥰)…highly recommended.

My partner bought us the Essential Sweatpants and while they are very comfortable, the amount of fluff that comes out of them is not worth it. This may feel dramatic, but It is honestly worse than a dog.

I ordered the black crew neck and chinos, and both items feel okay, but they look cheaply made, shiny, and a bit awkward.

I ordered a couple t shirts, a couple turtlenecks, and a knit sweater, and I'm obsessed with them all. Fantastic quality and so comfortable! I did size up on the T-shirts which I'm glad I did as I think they run a tiny bit small, but they're my absolute favourite T-shirts. My one criticism is when I ordered to the UK and it took quite a long time to arrive. Unfortunately the postal service messed up and didn't notify me my package had arrived and I had a customs charge to pay so my order got sent back to the US, but customer service were lovely and I received a full refund.

I ordered 2 items: a long-sleeve turtleneck and a short-sleeve mockneck.
I received: 2 turtlenecks, both long-sleeved.
I wear size M, I ordered size L, just in case, because the items are fitted. Unfortunately I can barely fit my head through the turtleneck, very fitted and too short at the waist. I gave it to my daughter who is size S, looks good on her.
Quality seems good.
I wanted to leave my review on KOTN site under the items I bought, but there's no option to do that. Meanwhile, all other reviews indicate sizing true to size. Who are those people? Seems fake to me

I got their t-shirt and Oxford shirt for Christmas and they're so comfortable.

I love their environmental credentials, and wish that more companies invested in sustainable cotton. I'm not a fashionista and usually buy basic stuff at Uniqlo, but Kotn is still affordable and so much better for the planet. Plus, the stuff looks like it'll last longer...

The fashion industry is a massive polluter, and although governments need to regulate more, we still have choices as consumers. We can vote at polling stations, but also with our wallets.