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Business Profile

Retail Shoes

Kith

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Retail Shoes.

Complaints

This profile includes complaints for Kith's headquarters and its corporate-owned locations. To view all corporate locations, see

Find a Location

Kith has 4 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

    Please enter a valid location.

    • Kith

      337 Lafayette St. New York, NY 10012

    • Kith

      233 Flatbush Ave Brooklyn, NY 11217-2117

    • Kith

      64 Bleecker St New York, NY 10012-2410

    • Kith

      754 5th Ave Fl 3 New York, NY 10019-2503

    Customer Complaints Summary

    • 75 total complaints in the last 3 years.
    • 21 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:03/17/2025

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased the sneakers for my mother since she is almost 80 years old and was looking for comfortable sneakers. So when I opened the website I saw these sneakers and decided to suprise her. When she tried on the sneakers they didn't fit her and I want to return them. I just left *** soho store and they told that I had to send them back since I bought them online

      Business Response

      Date: 03/19/2025

      Hi,

      Thanks for reaching out and apologies for any inconvenience this has caused. Since the order was purchased online, it will need to be returned through our online returns system. I checked your order and I can see the return has been started. Please make sure to use the ***** shipping label provided to send back the shoes. Once we receive them back, we will process your online gift card refund and you can use that correct to repurchase teh correct size for your mom.

      Hope this helps! Please let us know if you have any other questions or concerns. Have a wonderful day.

    • Initial Complaint

      Date:02/13/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a hat online from KITH and they sent me the wrong size hat. Their website says that a 7-3/8 size hat is an XL., In receiving the hat it's label is clearly a 7-1/2 size. I want to exchange the hat for the correct sizing that their website states

      Customer Answer

      Date: 02/13/2025

      Better Business Bureau,

      I was contacted by ******** from KITH , and she resolved my problem.

      Thank you,

      Sincerely,

      ****** ******



       


    • Initial Complaint

      Date:01/31/2025

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered a 2XL limited edition jacket and received a Medium. However, my order receipts and label with the description states a 2XL was ordered. But the actual jacket size is a Meduim. The same day i received my order i requested to return it to get the correct size. But now I am unable to do so now because the website is stating the size is no longer available. I am look to receive my refund for the item and do not want store credit. As the item provided was not a size I have ever order with kith since I been a customer for years.

      Business Response

      Date: 01/31/2025

      Hi *****,

      I'm so sorry to hear that you received the incorrect size! We will definitely make sure you receive a full refund back to your original form of payment. I just double checked our system and it doesn't look like we have anymore jackets in XXL but I will definitely keep my eye out. If I happen t find any available units, you will be the first to know. 

      Apologies again for the mix up. Please let us know if you have any other questions or concerns. Have a wonderful day.

       

       

      Customer Answer

      Date: 02/06/2025

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ***** ********



       

    • Initial Complaint

      Date:12/23/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I ordered an item on 12/16 for a Christmas present for my niece. I right away emailed them because the wrong size was selected and they said they couldnt edit the order because their process was ''quick and streamlined''. Thats fine but its been 5 business days and they still have not shipped the order and has not answered numerous emails. The customer service here is non existent. A $100 onesie for a baby and they cannot be bothered to answer any emails. This is the worst customer service and experience I have ever experienced online. I would never EVER buy anything of higher value here. Anyone reading this please take this as a warning and buy elsewhere. This was a special request present and I dont even know where it is because the company doesnt answer any emails. You would think if they are taking too long to get the order ship they would overnight it for their customers but its clear they do not care once they get your money you can just be left waiting and ignored for all they care. I want my order by Christmas.

      Business Response

      Date: 01/07/2025

      Hi,

      Thank you for providing your feedback and so sorry to hear about your experience. Just for some background information, once orders reach a certain status in our warehouse, were unfortunately unable to make changes, as theyve already begun processing for shipment. While we always strive to accommodate customer requests, there are times when adjustments are beyond our control. We're very sorry we couldnt modify your order in this instance.

      It does appear that your package was delivered on December 22, however, if you no longer want the item and youd like to return it, wed be happy to assist you with that. Please feel free to reach out, and well guide you through the next steps. Thank you for your understanding and apologies again for any inconvenience. 

    • Initial Complaint

      Date:12/03/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On November 17th 2024, I paid $325 for a *************** jacket. The company Kith states that shipping will take 5-7 business days, it has now been 14 days with no update about shipping.

      Business Response

      Date: 01/07/2025

      Hi,

      Im so sorry for the delay in shipping your order. It looks like your package was delivered on December 10th. To make up for the delay, Ive gone ahead and issued a refund for the shipping charge. Please feel free to reach out if you have any other questions or concerns.

      Thank you for your patience and understanding.

    • Initial Complaint

      Date:11/27/2024

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I recently ordered a pair of sunglasses from Kith, but they arrived in the wrong color. After initially making contact with customer service, they stopped replying to my emails. I would like to exchange the sunglasses for the proper color, but I do not wish to pay the restocking fee associated with a refund considering that I was sent the wrong product.

      Business Response

      Date: 12/12/2024

      Hi ***,

      Thanks for your message and o sorry to hear you received the incorrect colorway! We would love to help you with a return for a full refund, waiving the restocking fee. I will start the process now and reach out to you directly. Thank you! 

       

    • Initial Complaint

      Date:10/21/2024

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Dear Better Business Bureau,I am writing to formally file a complaint against Kith regarding my recent experience with their customer service concerning a defective item I purchased.Order Detail:Order number: ******* Purchased date: 10/16/2024 Total amount(after tax):1056.25 Upon receiving the item, I discovered that there was defective. I promptly contacted Kiths customer service, expecting a fair resolution given the high value of the product. However, I was disappointed to find that their only proposed solution was a maximum refund of $50. This offer is inadequate, considering the cost of the item and the nature of the defect. Since my last email to Kith customer service regarding this issue, I have not received any further communication or fair resolution. I believe that I am entitled to a fair refund. as the item was defective at the time of purchase, I am requesting 20% of the purchase price as a refund to cover the inconvenience and associated costs I value Kith for their reputation in the retail market, but this experience has left me feeling dissatisfied and frustrated. I hope that by filing this complaint, Kith can be encouraged to improve their policies regarding defective products and their resolutions.Thank you for your attention to this matter. I look forward to your assistance in resolving this issue.

      Business Response

      Date: 10/24/2024

      Hi,

      Thank you for your patience while we reviewed your case and apologies for any inconvenience this may have caused. 

      After looking over the details, I can confirm that weve issued a partial refund of $100 for the loose stitching on the tag inside the jacket. We hope this reimbursement can help cover the cost of having the stitching repaired at an alterations specialist of your choice.


      If you would prefer to return the jacket for a full refund instead, wed be happy to accommodate that. Please let us know how youd like to proceed, and well assist accordingly.


      Thanks again, and please dont hesitate to reach out with any further questions or concerns. Have a great day.

      Customer Answer

      Date: 10/25/2024

      Better Business Bureau:

      I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me and the matter has been resolved.

      Sincerely,

      ** **

       

    • Initial Complaint

      Date:08/02/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased two items from Kith online store on July 12, 2024. The total value of the merchandise was $375.91 USD at the time of purchase, which converted to CAD is $520 CAD. Plus I also paid approximately $100 in duties and shipping. Once I received the items, they were not to my liking so I asked for a refund. For some reason, they only provide refunds in the form of a store credit. This is completely illegal and is only stated in very fine print if you read their return policy. This is stealing. They should make it very clear for the customer before purchasing an item only that returns are only in the form of a store credit. However, you need to check the fine print to know this, which they obviously know that customers dont do this.I asked them for a store credit, and they only provided me with a gift card in the amount of $353 USD, which is far less than the $375 USD that the items costed me, without the cost of duties and shipping. This is a $40 difference in CAD. They also should have refunded me for my shipping costs as well. This is a complete scam and I know that KITH has done similar actions towards their other customers as well. I would like a complete refund back to my original payment method and/or the entire purchase amount to a credit card.I have reached out to KITH several times and they have no customer service phone number, only an email, and they have not returned my emails for days. This is terrible customer service and I would like the ******************** to take action.

      Business Response

      Date: 08/02/2024

      Hi *******,

      Thank you for providing your feedback regarding our return policy, we are sorry to have caused any disappointment. We strive for transparency regarding this policy, so you can always check the Shipping and Returns dropdown menu that is located on each individual product page before a purchase as well as our FAQ's for general return information.  Our returns policy is stated in many different areas of the website. We definitely don't try to hide this information from our customers. We strive to accommodate our customers in certain scenarios, such as if they receive a damaged or incorrect item. However, for standard returns, our policy remains consistent in issuing refunds to a gift card, which exclude original shipping costs. Customers will be charged an $8 restocking fee. 

      You can read more about our return policy here - ****************************************************************************.

      Our gift cards never expire, so you can use it anytime in the future you find something you like on our site. I hope this provides some reassurance.

      We appreciate your understanding and cooperation. If you have any further questions or need assistance with anything else, please feel free to reach out to us.

    • Initial Complaint

      Date:06/25/2024

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Ordered two pieces of clothing: the ***************** top, and the Ethan **** lace cardigan. The first one arrived damaged as it is missing the bottom button. The second one is simply not a good fit -- the sleeves are a very awkward. I want a return and a full refund to my credit card. They are claiming I can only receive a gift card which cannot even be used in stores. This is outrageous. I spent close to $400usd and can't even have a normal refund? Not to mention they should make an exception since the item arrived damaged. I have been trying to contact customer service but they are not answering my emails.

      Business Response

      Date: 06/26/2024

      Hi ***,

      So sorry for the inconvenience here - we would be happy to honor a return back to your original form of payment as a one time customer courtesy. 

      Your refund will be processed once the items are delivered back to our facility. You will receive a separate refund notification email for your records. Please let us know if you have any further questions or concerns. Have a wonderful day!

    • Initial Complaint

      Date:06/04/2024

      Type:Product Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased several items from Kith on May 17, 2024, under order #*******, totaling $1,250. Upon receiving the package, I found the fit of the items to be entirely different from what was depicted in the images online and on social media, leading to my dissatisfaction and decision to return them.I contacted Kith Support to request a refund to my original payment method, as the return policy was not clearly stated at checkout. Instead, Kith is only offering a refund in the form of a gift card, which I do not find acceptable. I have received refunds to my credit card for previous returns, contradicting their claim that refunds are only issued as gift cards. Despite my repeated requests, Kith Support has refused to refund the payment to my credit card and is unwilling to make any exceptions.I have escalated this issue multiple times and even warned Kith that I would file a chargeback with my credit card company, ***************** and report the matter to the Better Business Bureau if a proper resolution is not achieved. However, Kith remains inflexible, only offering a gift card refund.I believe Kith's return policy and their refusal to issue a refund to my original payment method are deceptive. The handling of this situation has been unsatisfactory, and I hope the Better Business Bureau can assist in resolving this matter.

      Business Response

      Date: 06/04/2024

      Hi ********,

      Thanks for your message and so sorry for any inconvenience here. Our returns policy is stated in many different areas of the website. It is always mentioned under the shipping and returns dropdown of each individual product page and on our main returns page here - ****************************************************************************.

      We appreciate your understanding regarding our refund policy, which has always been to issue refunds back to a gift card. We understand that you are aware of this policy, as we discussed it with you in a similar situation two years ago (I've attached a copy of the previous communication for your reference). At that time, an exception was made for you as a one time customer courtesy, but unfortunately, we cannot continue to make these exceptions. We strive to accommodate our customers in certain scenarios, such as if they receive a damaged or incorrect item. However, for standard returns, our policy remains consistent in issuing refunds to a gift card. We appreciate your understanding and cooperation. If you have any further questions or need assistance with anything else, please feel free to reach out to us.

    Kith is NOT a BBB Accredited Business.

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