We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Department Stores

Jenni Kayne

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Department Stores.

Complaints

Customer Complaints Summary

  • 33 total complaints in the last 3 years.
  • 11 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:03/10/2025

    Type:Product Issues
    Status:
    Unanswered
    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 have owned the product in Order#: JK111181256 since 9/20/24. I began wearing them sporadically as a lounge piece at the beginning of October 2024. Over the past week I have noticed the soles lifting.This item cost over $300 and I am unsatisfied by quality and customer service response as I was told to have them repaired as a solution.

  • Initial Complaint

    Date:02/26/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    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 received 2 damaged/defective items. When I reached out to customer service, they deferred my concerns to a warehouse worker who after looking at my photos and video felt that there wasnt anything wrong. First and foremost, the dish soap either leaked or was not filled properly. There was sticky residue all over it and you can tell the product is either outdated or maybe a previous customer return that they just shipped to ***** candle was melted and all of the fragrance oil seeped out into the box. You can also see the smeared label along with melted wax around the rim of the jar. The warehouse worker also feels that, despite fragrance oil being a fire hazard in its raw state, nothing was wrong either. They should review these items before sending them out or review the candles when they come in from their manufacturer to make sure the overpriced products they are selling are not defective. There was white residue all over my box, and Im not entirely sure that Stone sent them a product with a damaged box, leaking oil, and a smeared label and they still chose to sell it. If they did, its indicative of a bigger problem, however, the lack of customer service for the quality of this brand is appalling.

  • Initial Complaint

    Date:01/10/2025

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    The item I purchased was grossly mis-represented in the photo. I ordered the Oiled Leather Mules in Olive, however the pair of mules I received is entirely different than the mules depicted in the photo in the listing for the shoes. The photo depicts a suede texture and lighter color. I received a smooth leather and a much darker color. I have been in touch with Jenni Kayne customer service to see if they could simply help exchange for a suede pair that actually look like the photo, and they were unwilling to help as I made the purchase during g a sale. I have spent many thousands of dollars with this company over the years, and I am amazed at the disregard they have for their loyal customers, not to mention their carelessness in misrepresenting their product. This is not only negligent, it is also fraudulent, as they are misrepresenting their product and failing to offer a resolution.

  • Initial Complaint

    Date:12/20/2024

    Type:Product Issues
    Status:
    Unanswered
    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.
    Transaction was on 12/11. The promotion was to receive a pair of $325 slippers with any $175 or above order of goods. The slippers never made it into my order. Upon receipt of the shipment, I contacted the company, seeing no slippers, then looking at the confirmation email. Company said "too bad, so sad" about the slippers. I asked how to return the other items and was given a "too bad, so sad" response. Nowhere in their communications was there indication that orders without "free" slippers would be rejected. Feels sketchy.

  • Initial Complaint

    Date:12/16/2024

    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 bought this sweater last year from this company along with other products from them. I store my winter clothes in containers with cedar wood for the summer. When I took out this year the winter clothes this specific sweater had a lot of holes. I told the company that their item is faulty and they replied are not doing anything about it. I have the emails but your uploader isn't working properly. So I uploaded what I could.

    Business Response

    Date: 12/23/2024

    Hi BBB and Spyridoula,

    Thank you for taking the time to share your concern regarding the holes in your sweater. 
    Are you able to share the order number that you are referencing as well as the garment?

    Having all of the information will help us with how to proceed. 

    I am only able to locate an order from September of *********************************************************************************** the image you provided.

    Thanks and we look forward to hearing from you.

  • Initial Complaint

    Date:07/22/2024

    Type:Delivery Issues
    Status:
    Unresolved
    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 2 sweaters from this company They never revealed how much the cost for shipping is They sneakily have a box the consumer checks off They charges $35 To my surprise I received ~ $300 ***** bill 2 weeks later!There is no way there arent other ways they can communicate a range of costs to the consumer without it being a surprise When I tried to discuss a resolution they claim they let the client know with the check off box and there is nothing they can do Would not give me anyones email to work anything out I find those tactics are criminal and they should change them to the innocent consumer. It should be clear

    Business Response

    Date: 08/05/2024

    Hi ****** and BBB,

    ****** thank you for taking the time to share your experience in regard to the duties and taxes assessed on your order. We are sorry for any disappointment caused. The $35 you noted is a shipping charge for international shipping. This is a flate rate that is assessed on all international orders placed on jennikayne.com. Please know that duties and taxes are a separate charge and are assessed for all international shipments and not only vary from country to county (based off of the shipping address) but are also dependent on the value of the items being ordered. We unfortunately have no control over this. That is why we have the feature on our site where customers must check a box acknowledging that international orders are final sale and are subject to duties and taxes. It is in no way an attempt to be "sneaky" and was intended to be quite the opposite so that customers are aware before making their purchase. We also have this noted in our standard shipping policy here: *********************************************************** as well as noted in our international shipping policy noted here: *******************************************************************************************************************;We do apologize for any inconvenience and  thank you for taking the time to share your feedback with us. 

    Customer Answer

    Date: 08/08/2024

     
    Complaint: 22010863

    I am rejecting this response because:
    Why would you choose ***** as your shipper when you know the high rates. You should like customers know the cost just like other companies do.

    Who would ever think shipping would be over $300 for 2 sweaters? Why do you ship it that way? This is your fault for shipping it that way. I did not approve that cost.
    Sincerely,

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

  • Initial Complaint

    Date:03/01/2024

    Type:Product Issues
    Status:
    Unanswered
    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 February 15, 2024, I purchased two of the same sweaters in different sizes (order number JK11987854) because I wanted to see what was a better fit given the price tag is nearly $700 CAD each. When I went to make my return, the returns website said to email customer service to complete my return (misleading language). When I emailed them, they said they don't accept any returns from ****** (or other international countries). Before purchasing, I had reviewed the "Return Policy" linked from their home page on their website, where it makes no mention of this policy. When the items where in my shopping cart, they weren't marked as final sale. When I used Shop Pay to purchase the items, it linked to the very same return policy on their homepage with no mention of ******** orders being final sale and no returns allowed. This element of their return policy is in fact buried in a customer service portal and also shared via a link (not clearly) AFTER purchase in the receipt (where it also mentions you cannot cancel or edit any orders after purchase). This is incredibly deceptive to not make this clearer to consumers at point of purchase and illegal to not follow through on an agreed upon return policy at point of purchase through Shop Pay. I've spoken to the Jenni Kayne team and they said: "We do make the international return policy visible on our website and customers need to agree to our international shipping policy before completing their order. Please see the screenshot below. I certainly empathize with your scenario as I know you purchased both items to figure out the best fit, however, this is a firm company-wide policy for both online and in-store customers and we are not able to make an exception under any circumstances; I do apologize again for the inconvenience."Customers only have to "agree" to the international shipping policy when they complete their order outside of Shop Pay, which was not the case for me. So I never saw this or checked this box.

  • Initial Complaint

    Date:01/12/2024

    Type:Product Issues
    Status:
    Unanswered
    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 five sweaters from Jenni Kayne on October 18, 2023 - Packing Slip No. IF0902837, Order No. JK11830494. At the time of purchase the return policy provided that any orders purchased between October 11, 2023 and December 24, 2023 qualified for the extended holiday return policy - meaning that returns on items purchased within such window would be accepted through January 5, ****. The packing slip I received with my order recites such extended holiday return policy on its face.Jenni Kayne has rejected my attempts to return two of the sweaters by first asserting that the return policy changed after my purchase, and next, that the extended holiday return policy never went into effect. Jenni Kayne has stated that, consequently, the order is ineligible to be returned for a refund under any circumstances. In my latest communications with Jenni Kayne, I was offered the ability to return the sweaters for store credit as a "one time accommodation." Needless to say, this is unacceptable as I should be *********** a full refund.

  • Initial Complaint

    Date:01/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 tried to return a pair of pants right after Christmas based on the extended holiday return policy listed on their packing slip and they said they changed their policy after that sent this packing slip with the information and wont honor what is said on the receipt.

  • Initial Complaint

    Date:01/09/2024

    Type:Product Issues
    Status:
    Unanswered
    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 a sweater from Jenni Kayne on October 18, 2023. I planned to return it and completed a return request online. When I packaged the item I noticed it said on the receipt that it was eligible for JKs holiday return policy. The receipt states that items purchased between 10/11/23 and 12/24/23 are eligible for extended returns until January 5. I called JK to ask if it was ok to hold onto it to give it to my daughter for Christmas and then return it if she didnt like it. The representative told me she couldnt cancel my return request but that it was fine to hold onto it and then return it after Christmas if necessary. On December 4, I decided that I wasnt going to give it to her so I tried to return it then. ** told me they have since changed their return policy and that it was no longer eligible for return because I needed to do it within 3 weeks of receiving my item. I told her I spoke with someone who said it was eligible and they said it didnt matter because their policy has changed. I even have a receipt that says it is eligible for return until January 5 and I sent them a copy of it and they still said they wouldnt take it and continued to send me their updated return policy. There is no phone number to speak with anyone or I would have tried that as well.

Jenni Kayne is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.