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:09/05/2023

  Type:Delivery 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 items from kith on 7/6 /23 and only received 1 item. They refuse to reimburse my items for what I did not receive. I live in an apartment building so the item could have been misplaced or stolen. Either way I did not receive my item(s) and they have denied to rectify the situation.

  Business Response

  Date: 09/15/2023

  Hi ******,

  We are so sorry to hear about your missing packages and understand your frustration in this situation.

  According to the information we have, the shipping carriers have confirmed the delivery of your packages. We did a throughough investigation with both carriers, by opening up a trace to try and locate your shipments. We also filed a claim for both packages, however both claims were denied as the carriers confirmed proof of delivery to the address entered at checkout for both packages. Once your package leaves our shipping facility, it is entrusted to the care of our selected shipping carrier. At this point, the shipping process is no longer in our direct control and any issues that *** arise are handled by the carriers logistics team. We apologize again for any inconvenience that this has caused!

  Since you have filed a claim with your bank, we are unable to issue any type of reimbursement as your funds as frozen in our system. We recommend that you continue to work with your bank to investigate and resolve the matter. Please let us know if you have any further questions or concerns. Have a wonderful day!

  Customer Answer

  Date: 09/18/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Kith is lying  they rejected the claim to my bank and my bank did not reiumburse me  they are lying 

   

   

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***********************
  
  
  
  
   
  

  Business Response

  Date: 10/30/2023

  Hi ******,

  Thanks for your response. We have issued you a gift card for the full amount of the missing items. You should have received an email containing your e-gift card code. Please let us know if you have any other questions or concerns. Have a great day!

  Customer Answer

  Date: 10/30/2023

  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:08/28/2023

  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 won a drawing with Kith on a shoe that did not specify gender for sizes. Once I won the drawing and they confirmed payment, I was excited and looked into the sneaker more. To my surprise, the sneaker is advertised on the **** site as a MENS shoe, whereas Kith did not specify the gender of the shoe in the drawing. I emailed them right away. They responded saying it was final sale, and thats that. I received the shoe and now have a product I have no use for, all because Kith does not want to, at least, give me a store credit for a product that is being sold as a normal sale, aside from the drawing. I am frustrated and upset being that I am not a re-seller, or a sneaker head. I simply just wanted these pair of shoes to fit me for the Fall and Winter. It is irresponsible of Kith to advertise a product without specificities, therefore misleading the customer, and then forcing them to keep the product. I paid $272.19, including shipping for a product I cant use. I do not make a lot of money and invested into buying these shoes. At the very least, I would like a store credit.

  Business Response

  Date: 09/01/2023

  Hi ******,

  We are so sorry to inform you that, unfortunately, we cannot accept a return/exchange for this item as all drawing entries are Final Sale. This is stated on the product page when submitting your drawing entry. The Hoka Tor Ultra High - Spice / Hot Sauce is a men's shoe and does not come in women's sizes. We sincerely apologize for any inconvenience that this may have caused and we our hoping you will be able to repurpose the shoes in the future. They could be a wonderful gift for a friend or family member that can wear this size.

  Have a wonderful day!

   

   

• Initial Complaint

  Date:08/10/2023

  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 a hoodie that is sold out . They shipped via ***** and ***** says order delivered . I check and nobody at my apt complex saw it . ***** is the Worst logistics company as they just leave your package lying outside and dont bother getting delivery confirmation which is what kith should ship . Ship *** with delivery confirmation or the **** , especially when Im waiting on my $205 hoodie !!!! So disappointed . If I cared about the money I wouldnt have purchased . I want my sweater . Ill pay extra for *** next time . What makes this purchase even worse , is that I ordered it on the anniversary of my brother passing away and now I dont even have the sweater.

  Business Response

  Date: 08/17/2023

  Hi ************;
  We apologize if there has been any miscommunication or delay on our end in trying to resolve this issue. We have reviewed the support tickets between you and our agents and as our customer service team mentioned we did file a claim with the carrier which is the first step in instances of lost/stolen/undelivered packages. 
  Unfortunately the claim was denied and at that point is beyond our control of investigation. 
  
  We do have signature required upon delivery on our parcels however that only applies to orders with a higher value of $1,000. Your order did not meet that threshold so it was delivered without a signature required. 
  
  Again we apologize for the inconvenience this may have caused. 
  As a one time courtesy we would like to offer a store credit in the same amount of $205.73 same value of your order. (This includes shipping). 
  We do not have the same product available for a replacement since this was an exclusive release however you can use this credit on any future purchases. 
  
  Additionally we recommend shipping to a different address in the future to ensure successful delivery. 
  
  Please let us know if this will work for you moving forward. Thank you 

  Customer Answer

  Date: 08/17/2023

  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. I will definitely have my next order delivered to a different address 
  
  Sincerely,
  
  ***************************
  
  
  
   
  
  

  Customer Answer

  Date: 08/29/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

  Hello . This business agreed to give me credit for complaint #******** Now they are ghosting me . What can I do ?

   

   

  In order for the BBB to appropriately process your response, you MUST answer the question above.

  
  Sincerely,
  
  ***************************
  
  
  
  
   
  

  Business Response

  Date: 09/01/2023

  Hi *******,

  Apologies for the delay. We have issued a gift card in the amount of $205.73 to your email. You should receive an email confirmation shortly. 

  Please let us know if you have any questions.

  Thank you! 

• Initial Complaint

  Date:07/19/2023

  Type:Service or Repair 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 purchased a pair of shoes from Kith.later that day i changed my mind and went to return the shoes as i saw another pair of shoes online and wanted to purchase them instead. The store informed me they do not do refunds and only offer in store credit. There was nothing in store i liked. The problem is their limited refund policy is not clearly visible in store. It is listed on a small completely see-through transparent clear resin counter with small clear lettering. This sign in no way fits the description of conspicuous and I have a photograph of it. I would simply like a refund or a credit to be used on there online store. I have reached out to customer support and they have refused to respond to my attempts to reach them.

  Customer Answer

  Date: 07/19/2023

  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:07/10/2023

  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.

  After multiple attempts to contact Kith regarding a missing order, I have decided to ask the BBB for assistance before taking this matter a step forward. According to ***** Tracking #**********************************my package was delivered. However, I have not received the order. My apartment complex recently performed a package audit, Neighbors were informed, a ***** claim #: C-********* has been filed and the items still have not been located.It has been more than 7 business days. At this point an update regarding the investigation with the carrier to find out what happened is no longer my desire. I will need to be refunded.Disregarding my concerns and failing to respond displays poor customer service and questionable company values.

  Business Response

  Date: 07/11/2023

  Unfortunately since the customer filed the claim with the carrier, we are unable to review the current status of the filed claim. It has not yet been approved or denied therefore we cannot take action on this package that has been claimed delivered as this time. 

• Initial Complaint

  Date:05/30/2023

  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 made an online purchase for sneakers. They did not fit so I returned them, instead of giving me a refund they gave me a gift card. I requested a refund with no response from the business. The gift card is disabled and does not work. I would like my money refunded.

  Business Response

  Date: 06/01/2023

  Hi ******, 

  We disabled the gift card only because you filed a chargeback through Paypal, we returned the money via Paypal so we had to disable the gift card since you got your funds back from them. Paypal case number: ******************* 

• Initial Complaint

  Date:05/22/2023

  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 have placed an order on Kith online for 4 items. I only received one of the 4 items; therefore, I sent their customer service an email to notify them of the issue, I also opened a claim with **** Since then I havent heard back from anyone, I then contacted my credit card company ****************** to dispute the charge. Once Ive done that, I heard from **** a customer service employee from ********************** who stated that since I disputed the charge with my bank they do not want to help. This is honestly the worst customer service Ive ever experienced.

  Business Response

  Date: 06/01/2023

  Hi *****, 

  We tried our best to assist, we had filed a claim with our carrier and would've been happy to go this route with the delivery issue but unfortunately, once you file a chargeback with your bank the dispute process is now on the bank to reimburse you if they get the funds from **. We always suggest customers allow ** to file our claims and go through the process instead of charging back because then the dispute is on your bank to process for you. 

• Initial Complaint

  Date:05/18/2023

  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.

  After supporting this brand for years, my package was delivered to the wrong address. Showed them proof via pictures on email. They blame fed ex, fed ex blames kith. Either way I am out $100 and they now refuse to respond to my emails. Order Number ******* As you can see in the attached files - this is not my address that fed ex delivered too

  Business Response

  Date: 06/01/2023

  Hi there, 

  We apologize for any issues with this order, ***** has denied the claim because as you can see, while you've attached a photo of your back patio, the front of the apartment door is as shown by ***** photo, as you can see here: **********************************************************************************************. ***** will of course deliver the package to the front door and not your enclosed patio space. We deeply apologize about your order not being found but it was indeed successfully delivered to your address and thus denied by our carrier claims service. We do not require signatures on our packages, it isn't an option upon checkout or on our website. We did everything we could on our end to file a claim but were unsuccessful in getting it claimed. 

• Initial Complaint

  Date:05/15/2023

  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 purchased a pair of sneakers online from Kith.com for my daughter. She wears a woman ** size 9. The pair of shoes was Converse high tops. I purchased from Kith website, the shoes were listed in the woman section of the online store, and put a size 9 in my cart.When I received the shoes, after some time being abroad, I realized Kith sent me a MEN size 9, which is equivalent to a woman size 11!I have contacted Kith repeatedly for an exchange and they refuse to oblige. They argue that their shoes are by default man size, except that it is NOt written anywhere on the website, not the product description or the sizing information section. It is all the more misleading that they have a womans footwear section, and if they are consistent with their policy then all of the shoes listed there are in Man size.It is a dishonest business practice and their customer service is horrendous. I showed them screenshots of their website to prove my point yet they refuse to honor an exchange in the correct size.Can you please help?

  Business Response

  Date: 05/15/2023

  Hi there, 

  Our policy is stated in our FAQs on our website: ******************************************************************************************* all of our footwear is listed in Men's ** sizing unless otherwise stated so only if WMNs is in the title is it sized in women's sizing. Sneakers on our site are unisex for the most part so they can be found under women's and men's footwear collections but the sizing is always men's unless we say it isn't. 

• Initial Complaint

  Date:04/18/2023

  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.

  Ive made a purchase with kith online, my package said it was delivered but I never received it. I contacted kith they said they went through ************ denied my claim, because they showed proof of delivery. When the proof of delivery was not my door it was upstairs after on my delivery address I put BASEMENT APT. I was then told to contact ***** to further see what I can do. I was told by ***** I have to contact Kith back and they have to call them to reopen the ************** them of the delivery issue. They havent done that and no one is contacting me back regarding my issue. *** spent over $100 and would like a refund! Ive been dealing with this issue for going on two weeks now! And no one is trying to help me get my money back.

  Business Response

  Date: 04/18/2023

  Hi *****, 

   

  We are deeply sorry about the situation here. We quickly responded to you and filed an initial claim immediately after you reached out to us about not receiving your order. It's confirmed the order was indeed delivered to the correct address, while the door may be incorrect, it is attached the the same home. Either way, we responded today to let you know we have filed a dispute to further assist you, we've provided proof above of our dispute with ***** and will certainly do our best to get this resolved for you. We are emailing you now to help issue a credit in the meantime. 

  Again, we apologize about this situation and appreciate your patience.