Hi all, I just wanted to share an AMAZING experience I had with KS Customer Service not that long ago.
I had purchased the Maise in Rosy Dawn when it went on sale in May and used it for the first time while I was on vacation in late July. Despite being assured when I bought it that it was durable leather that wouldn't stain, some dye transferred and stained the bag after only about an hour of use. I used leather cleaner, and it still left behind ugly marks. I was so upset, but I figured that because it was bought on sale and so long ago that nothing would be done. I called corporate customer service and they said that this should not have happened and they would cover it under the warranty. They said I could bring it with my proof of purchase to any KS store, so I went to the Short Hills location.
The team was SO NICE and really went above and beyond. I was nervous that I would only be offered a store credit for the sale price (and there was really nothing on sale right now at an equivalent price, so I figured I would have to pay the difference on another bag or just use the credit for a watch or wallet). They presented me with two options: exchange it for the same color, or swap it for the same bag in another color. I was nervous about getting the same color in case it happened again, but I wasn't interested in the other colors available. Someone went into the back and pulled out one that wasn't on display yet - the Cliff Grey that's now available with the new fall items. Even though I paid a much lower price for the original bag, and this one was full price (and not even for sale yet, technically), they exchanged it out for me at no charge. AMAZING! I can't wait to use the bag soon.
I'm so glad to know that they stand behind their products and really go out of their way to make customers happy.
I had purchased the Maise in Rosy Dawn when it went on sale in May and used it for the first time while I was on vacation in late July. Despite being assured when I bought it that it was durable leather that wouldn't stain, some dye transferred and stained the bag after only about an hour of use. I used leather cleaner, and it still left behind ugly marks. I was so upset, but I figured that because it was bought on sale and so long ago that nothing would be done. I called corporate customer service and they said that this should not have happened and they would cover it under the warranty. They said I could bring it with my proof of purchase to any KS store, so I went to the Short Hills location.
The team was SO NICE and really went above and beyond. I was nervous that I would only be offered a store credit for the sale price (and there was really nothing on sale right now at an equivalent price, so I figured I would have to pay the difference on another bag or just use the credit for a watch or wallet). They presented me with two options: exchange it for the same color, or swap it for the same bag in another color. I was nervous about getting the same color in case it happened again, but I wasn't interested in the other colors available. Someone went into the back and pulled out one that wasn't on display yet - the Cliff Grey that's now available with the new fall items. Even though I paid a much lower price for the original bag, and this one was full price (and not even for sale yet, technically), they exchanged it out for me at no charge. AMAZING! I can't wait to use the bag soon.
I'm so glad to know that they stand behind their products and really go out of their way to make customers happy.
