Complaints

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

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• 

  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

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.

• Initial Complaint

  Date:06/09/2025

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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. I did not open package right away due to travel obligations. I notified merchant and took pictures of the item that was sent. Tags were missing because while Im away, my spouse is home is breaks down packages and discards of package boxes, tags, and packing. The wrong size was ordered and I notified the team. There were some back and forth about company policy, in which I notified them while there is a policy in place for missing tags, how will my problem be resolved moving forward. They sent a return label for a tentative refund processing however the item is now out of stock and would cause me to have to set aside time for dropping off a package.

  Business Response

  Date: 06/09/2025

  Thank you for taking the time to share your experience. We understand how frustrating it can be when the wrong size is received, and we appreciate the opportunity to clarify what happened and how we worked to resolve it.
  The order in question was delivered on 4/26/25 without any immediate concerns reported. We didnt hear from you until 6/7/25, about six weeks after the delivery, at which point you let us know that the wrong item had been received. At that time, the tags and original packaging had already been discarded. As you mentioned, this was due to being away and your spouse breaking down the package in your absence.
  Normally, our return policy requires that any issues with items be reported within 10 days of delivery, and be returned in their original condition with tags intact within 30 days of delivery. This policy helps us ensure consistency and quality for all our customers. However, after reviewing the situation and considering the circumstances, we chose to make an exception to our standard policy. We issued a prepaid return label and offered a full refund, even though the item was not in returnable condition per our usual guidelines.
  We understand that the item you originally ordered was out of stock by the time the issue was raised, and were sorry for the added inconvenience that caused, as well as the extra step of returning the item. We hope you don't experience any future issues, but reporting them within 10 days of delivery gives us a better chance to provide you with a replacement before the item sells out.
  Our goal is always to be fair and accommodating while also upholding policies that allow us to operate reliably. We hope this resolution reflects our commitment to making things right where possible. If theres anything more we can do, please dont hesitate to follow up on your ticket with *****************************************

• Initial Complaint

  Date:05/15/2025

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 placed an order with Kith (#*******) on April 3rd, and it wasnt delivered to my correct address. Then they sent a ***** number package ****** tracking #*************) which was misdelivered to *******, **, while my shipping address is in *****, **. Ive contacted both ***** and Kith several times. ***** confirmed the misdelivery but said the shipper (Kith) must file the claim. Kith has not responded or taken responsibility.

  Business Response

  Date: 05/27/2025

  Thank you for reaching out to Kith. We are sorry to hear your package was lost in transit.

  
  Upon review, we see that your order #*******, placed on April 3rd, was shipped via ***** and, unfortunately, was misdelivered to an incorrect address in *******, **, rather than your intended address in *****, **. We understand how frustrating this experience has been and sincerely apologize for the inconvenience caused.

  
  As per our carrier's timeline, we require up to 10 business days from the reported delivery issue to allow the carrier (in this case, ****** to investigate and confirm the loss. Our customer service team communicated this timeframe to you during your outreach. Once ***** confirmed the misdelivery and completed their investigation, we proceeded with issuing a refund for the lost package.

  
  We apologize for any perceived delay in communication or resolution during this process. Please know that our intent is always to resolve these matters fairly and in accordance with carrier guidelines. If you have any further questions or concerns, please dont hesitate to reach back out.

• Initial Complaint

  Date:05/09/2025

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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 GOT A COUPLE OF ASICS GEL KAYANO SHOES FROM KITH. AFTER RECIEVING, I REALIZED I ORDERED THEM 3 SIZES TOO SMALL. THEY JUST DON'T FIT. CAN I PLEASE GET A REFUND TO MY ORIGINAL PAYMENT METHOD. THIS IS INSANE THAT YOU GIVE GIFT CARDS IN THIS DAY AND AGE. THIS IS VERY EXPLOITATIVE. I SENT EMAILS TO CUSTOMER SERVICE BUT GOTTEN NO RESPONSES.

  Business Response

  Date: 05/12/2025

  Thank you for reaching out and sharing your concerns. We truly understand how frustrating it can be to receive a product that doesnt fit, and were sorry to hear about your experience. We also sincerely apologize if you did not feel you received a timely response from customer service, as our records show you received each response within an hour of each of your inquiries during our business hours. 

  
  We would like to clarify our return policy: as stated on both the product page and within our FAQ section (please see the attached screenshots for reference), refunds for returned items are issued in the form of a Kith gift card. This policy is in place to ensure consistency and efficiency in our returns process and is clearly communicated prior to purchase. Our policy also mentions that, once an order is placed and enters processing with our warehouse, we are unfortunately unable to cancel or modify it.

  
  As a one-time courtesy, we will waive the standard restocking fee for your return. This will allow you to receive the full value of your original purchase via gift card, which you can then use to repurchase the correct sizes. Please do not hesitate to follow up on your ticket with us at **************************************** and we will make sure this is taken care of.

• Initial Complaint

  Date:03/17/2025

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  AnsweredMore info

  Complaint statuses

  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:

  ResolvedMore info

  Complaint statuses

  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,
  
  ** **