Kitsch
reviews and complaints

As someone deeply invested in beauty and self-care, I must say Kitsch offers a range of products that are both innovative and eco-friendly. The Rice Water Shampoo and Conditioner Bars have received rave reviews for their quality and sustainability. However, there seem to be some inconsistencies in customer service and product delivery, as highlighted by a few users. It's heartening to see Kitsch's efforts in resolving issues promptly, but there is room for improvement in ensuring a seamless customer experience. Despite some hiccups, Kitsch's commitment to sustainable beauty solutions shines through, making it a brand worth exploring for those seeking elevated yet eco-conscious products.

I love these hair bands! I have long (waist length) fine, thin hair. Every hair band I've ever used leaves me with a kink in my hair I can only get out by showering. These are different! They hold all my hair easily, and my hair doesn't get stuck in them like I thought it would. Although they don't leave my hair completely kink-free, the crease is so much less severe and I can actually straighten it out. Kitsch also sent me a pack free after my first order was lost in the mail. Great customer service and great product :)

I ordered some masks from Kitsch at the beginning of December 2020. Unfortunately, the package was lost in the mail (like most things at this point in time). I contacted both the USPS and Kitsch and the women at Kitsch were very prompt and kind in their responses. They graciously sent me a new package, which I received a few days ago. The masks are very comfortable and really cute. I was impressed by the professionalism of their customer service when I contacted them about my missing package. I would highly recommend this company and their products.

Honestly i wasn't hesitant buying such a expensive hair wrap but I've been washing my hair every night, i work in healthcare, and my turbie twist just doesn't hold all my hair as good as it could. I have long thick hair. So I kept seeing ads for this so decide to splurge. Honestly I'm glad i did. The elastic at the bottoms catches all your hair to twist up. The elastic tie and button and in perfect position. I would suggest the elastic tie on the outside but it still works great. If you're in the fence just buy this. It was great. Dries my hair quickly.

I have thick, bleached balayage hair. Since my hair is very prone to breakage, I cannot use normal black cloth hair ties. These coils are amazing! They stay all day, they don't pull or break my hair, and the colors are beautiful. Plus, their customer service is unlike any other! I contacted Kitsch after Amazon sent me the wrong colors to see if I could equal exchange for the colors I ordered. Cassandra got back to me within an hour, told me to keep the coils Amazon sent and she personally sent me the right colors for free! I will be ordering so many more of these wonderful coils in the future.

When I first received this product from Amazon the pretty little box was completely broken down and I was missing 4 hair ties. I was super bummed because they were a tiny gift to a friend who has never heard of 'key chain' hair ties! Same day I received them, I got an email from the seller. I told kitsch my issue and they resolved it 100% and super quick, I believe same day! I've never had customer service quite as great. And the coils are perfect, I tried one out of the replacement box they sent! They don't lose form like some of the other coils I have used and they don't stretch out so much that you can't use them. I can't wait to give them to my friend.

Love the prints, the design and the quality of Kitsch's products! Talk about elevated essentials! I always feel happy whenever I see my Kitschies :) Obviously a Kitsch fan here LOL! For first time "Kitschers", I definitely recommend the hair towels and the towel scrunchies. They are so unbelievably supple and they dry my hair real fast! My next favorite are the satin sleep sets, which are my go-to bridal shower gifts for friends getting hitched. And those face masks. So in love with their cotton masks! They are reusable so I feel like I am helping the environment! And who says you cannot be stylish during a pandemic? I have the tie dye and the leopard sets and they look so good! :)

I have really thick, wavy hair. For years, I have gone through flimsy plastic clip after flimsy plastic clip. I've been searching for an alternative to plastic because 1) it's simply not strong enough to hold all my hair. It always falls. And 2) when it inevitably breaks, it gets sent to the landfill and/or contributes to the millions of microplastics already in our waste stream.

These clips are exactly the alternative I was looking for. They work like a charm. They hold my hair exactly like they're supposed to--no slippage. You can tell they they are high-quality materials, made for durability. I can't imagine these ever breaking, and I hope they don't. 10/10 recommend to anyone with thick hair/trying to live a plastic-free lifestyle.

I am not sure where to send this. I used the product for the first time a few minutes ago and wow. Let me explain. I have long thick natural curly hair. I have never found a shampoo or conditioner that I am satisfied with. That is from store bought to salon purchased. That says a lot for a 47 year old. I constantly have tangles and knots. So bad that last March I cut 12 inches off bringing my hair to my shoulders. I was heartbroken because I was known for my long curly locks. I immediately noticed when I opened package the smell. It smell so clean and very refreshing. I used the shampoo bar. A little getting use to. I will admit. Then used the conditioner. The conditioner didn't lather a lot so I could not tell if it was in my hair or not. My hair is so thick just looked wet. So I added some more. Then I felt it soften up and the texture completely changed. I could not use the exfoliator because my hair was so thick and tangled. I rinsed. Got out of shower. Now the brushing my hair after my shower is usually a long process. It is me huffing and puffing. Dangler and brushing. Then repeating. It usually takes a good 20 plus minutes to get tangles and knots out of my hair. Tonight. I used no dangler and my hair which is now almost back down to my bra strap brushes right out in less than 3 minutes. I was in complete and utter shock. That is just after the first wash. I am so happy. I cannot thank you enough. I hope to continue to be a satisfied customer and hope to continue to be able to purchase the product.

There services is really very good. I visited so many websites and search here and there, but now I know where I have to find my solutions. The are doing a extra ordinary job. Thank you and keep up the good work and also their administration is very supportive. Their site is easy to find and track down the normal item. Truly they guarantee great item and administration. In this way, on the off chance that you need to get great item with relatively low value, I will suggest the site.

It's faster then fast. love it

Amazing product, I feel much better after using it.

Great products and fast shipping. Had three orders now with zero issues.

I really am grateful for their services it help me out with what I was going through even during all this crazy covid-19 stuff

It waa too faster as I thought. I ordered 1 day ago and I received it within 2 days. I don't know why everyone posting negative review. They are delivering too fast

A great company, exceptional work and exemplary education staff. I will return to the company countless times because I feel at home with affection that they treat us

A truly inspiring company that does more than just offer products. Their delivery is speedy and accurate and the selection shows thought has been given to every detail. Thanks Kitsch

wow I really like there services. I am looking for some solution of my problem. I was facing so much problem covid-19 pandemic. But I get the solution here . Thank you. keep up the good work.

Awful customer service. I never received an order placed June 1st, even though I got a shipping notification. It's not just me, UPS didn't see the order either! SUCH A JOKE. Reading other reviews on their social media pages shows that I'm not the only one.. awful.

I ordered masks from this company on 8/20, and it is now 9/3 and the order has still not left California. I have reached out to the company for an answer and no one has responded to me. I have never experienced such an unprofessional company. Never order from them!

My order # is 4362304.

I placed the order on my iphone and it reverted to my previous address...I noticed it right away and immediately emailed to change my address. I sent about 3-4 emails with no response. I tried calling numerous times...Left message...No return call. I am no longer living at the address the product is being sent to, and i have no contact with the person that lives there so i will not be able to retrieve my package. I am not pleased with the customer service at all. I keep going around and around and never actually get to speak to anyone. So basicly i am out my 39.00 i spent.

This company is horrible. I purchased two items that were supposed to ship next day. Not only did they not ship; they charged my credit card and have never provided order confirmation or any tracking information. They do not respond to emails and don’t answer their phone. This place is scammy. Stay away. There is no product worth having if the company won’t stand behind d what they’re doing. Many complaints and all are justified. Cassandra Morales Thurswell does not run her business as she claims. Don’t buy here, you will be sorry.

I placed an order with kitsch, I ordered 4 pillowcases. This was done by selecting a 2-pack and asking for 2 quantities of the pack. I then used a 25 percent off code bringing the overall price to something manageable.

Unfortunately, I received only 2 pillowcases and upon requesting my product i have paid for I have been told no I will not be receiving thr order as I only ordered two, regardless of the screenshot of the order sent me to me by the company stating I ordered 2x 2 pack (equalling 4 pillowcases)

MyKitsch charged me for my order that was supposed to ship over a week ago. The tracking number says it has not been shipped despite their claims. I ordered face masks from their website on June 13th. My Kitsch promised that they would be shipped no later than June 20th. However, the tracking number I received indicates that the products were never even received by UPS. I left comments on their Instagram page about my order that were subsequently deleted. They have lied to me saying my package would be shipped in the next few days (that never happened). According to their social media, there are people that have been waiting over a month for their orders and have experienced the same lack of communication. If there is a delay, why did the company have to charge my credit card the day I ordered? I don't think the products will ever come and now I can't cancel my order.

Package shows up on tracking as delivered, however, I have not received the package. I ordered a package of masks from Kitsch on 9/8. I immediately received shipping confirmation and the payment has been taken out of my bank account. However, on 9/12, it states on the usps tracking that my package has been delivered to my mailbox. I check my mailbox, nothing. I check with my neighbors and they haven't received my package either. I am starting to believe i have been scammed, considering that this clearly has not been the first time this company had delivery issues. My order number is *** and my tracking number is ***. I would normally wait longer to see if the package arrives, however, i am confused as to why it says delivered when it is not. I have also emailed the company and have not received a response, leading me to believe that this is a scam.

Missing package I placed an order on 6/19, which they shipped 6/25. However, UPS Mail Innovations has lost the package. I was advised by the USPS to contact the seller. I have made countless attempts to get in touch with their customer service department over a week now by email, phone, and facebook messenger with no response. The order # is ***, tracking #***. I have had the package traced by the USPS received an email from maryjane.[protected]@usps.gov which stated: Dear *** Thank you for taking the time to notify us of your experience. Your USPS(r) Service Request *** has been marked as resolved. The shipment for which your parcel is associated was accepted at the local Post Office on 07/06. However, there are no scans on this actual mail piece. This indicates that this parcel was not included in this shipment. Please contact the sender concerning this matter.

On September 6 I sent an email to Kitsch requesting for a refund because the face masks that I ordered on August 30 did not past the "blow the candle test" therefore, I do not feel safe wearing the mask. As of today, September 9, I have not received a response. I called and sent a follow up email, no response. I've called and been put on hold several times and no one picks up the phone; the call ends up being disconnected. In addition, I also contacted Kitsch via *** post and messenger, they responded and said if I don't stretch the masks and leave it pleated it will be hard to blow out the candle. I tried the to blow the candle pleated and stretched, still I was able to blow the candle out. Someone from Kitsch said someone will get back to me but no one has. I would like to get my refund since their return policy is 60 days. Please help me get my refund since no one is responding to my request. Thank you.

Ordered 3 items over 2 weeks ago. Says package delivered, but nothing. Ordered 3 sets of masks on 7/21. After 2 or 3 days, it says it shipped and the package was in transit for 13 days (4 of those days it was sitting in the town 30 minutes away and then was shipped to a town 5 hours away?) and now says delivered. The package says it was delivered at 5:11 pm. However, I got my mail at 1:00 pm and checked it again at 5:30 pm when I got the notification that it had been delivered according to kitsch and the shop app for tracking. My order number is *** and the tracking number is- ***. This is extremely frustrating and I just keep getting the same responses from kitsch. They reply with an apology, my tracking info (which I already know!) and then say to reach out again if it hasn't arrived in a few days. Well they said that on the very first email a week ago. I'm not sure what else I can do, I've talked to USPS, I talked to UPS... this is going nowhere.

Did not receive the items that I ordered and have already paid for. In addition, MyKitsch has not responded to my multiple inquiries. I placed order number *** on May 27 and was immediately charged. The UPS tracking number is ***. My package shipped on June 17 and arrived in Kansas City on June 23. Kansas City is the facility nearest my home (only an hour away). The package has since gotten lost as the tracking information shows that it was then sent to Iowa on July 6, then further shipped to South Dakota. I contacted MyKitsch several times over a period of 9 days asking for a refund or to re-ship my package as it appears it has gotten lost. I have spoken with UPS and have been told that MyKitsch needs to file a claim with UPS for the package and that I need to contact MyKitsch directly. MyKitsch has not responded and I am filing this complaint because I've been unable to get ahold of them to work with me on a resolution after multiple attempts to reach out.

Order placed, got email with delivery status and tracking number. Number not trackable for courier they used On 5/22 I ordered from My Kitsch reusable face masks. I ordered 3 packs, that have 3 masks each on them. On the website the approximate delivery date was to be 6/16. Last week and this week I recvd emails telling me that my items were all shipped and a tracking number was enclosed in the email, with UPS as the courier. I used the link within the email and it has consistently been saying UPS awaiting package from sender. It seems that they created a label but did not send my package for the courier. I reached out by email and Instagram multiple times to My Kitsch to let them know. They told me that sometimes it takes a few days once they say it has been sent to update in UPS system. My items are still not showing in UPS and it it still says awaiting package from sender. I have looked onto My Kitsch Instagram page and plenty of customers are saying the same thing. They are not responding to the messages or emails from me.

Ordered from Kitsch, never received, they sent an email stating order got lost, asked for refund and no one will respond. I ordered on Dec 3, 3-5 business day shipping, On Dec 18, i emailed asking about my order, received an automated email back giving me my tracking number, i already knew. Dec 20, 23 and 28, emailed them asking them where my item was (was a christmas gift) On dec 28 they emailed back and stated my order was lost and could they replace my order, i immediately responded NO, I WANT A REFUND, they will not respond! I have tried to call and sent 3 emails stating i want a refund. Kitsch lacks complete customer service, the company has my money and i have no product that i ordered and i want a refund and they will not respond. Reaching out through emails and phone calls and i get no response. First time i have ever bought from this small business company and this is the customer service i get. if you call a company and they will not answer their phones or email back when they failed to get my order to me and now wont give a refund, extremely poor business.

Delivery info not updating, blaming UPS but I do not think order was ever fulfilled and they are ghosting customers and censoring social media. I placed an order on 6/23, it was noted as shipped along with a tracking number on 7/3. Nearly 11 days later the tracking number just says "in transit to UPS". At first I was patient as other packages have been similarly delayed due to the pandemic. However, after reaching out and receiving an auto-reply email then leaving a comment on Instragram (which was deleted) and researching other forms of complaint I now think they are in the wrong. My order number is #*** and I spent a total of $38.99. I ordered from this company before and received my items in a timely manner. However, since three of my friends and I placed orders around the same time and none of us have received them I am not beginning to wonder. They are lacking responsibility and have charged my charged, almost a month ago. I'd like my money back or my items fulfilled and I think they deserve to be looked in to because they are popping up on IG ads and it's unfortunately they would be so comfortably stealing money from customers during a pandemic.

I have emailed Kitsch customer service 4 times within one month and still received no word back on my refund after I already sent the product back. I ordered face masks on October 22nd, and I returned the masks back to Kitsch a week later through USPS tracking number***. USPS website says it was delivered to Kitsch on November 2nd. After returning the masks, I emailed customer service a second time asking why my refund had not been reinstated into my bank account, to which I got an email back telling me to wait "1 to 2 business days to receive the refund". After another week, I emailed them on November 9 again asking about the refund, with no response. I emailed again November 29th, again with no response. I emailed a final time December 9th again with no response. I am not sure if their customer service is purposely ignoring my several emails, or if they just do not want to issue a refund for an item that I already sent back. This is extremely frustrating and I will never shop from this business again since this is the way they treat their customers. Unbelievably unprofessional business. I am owed a refund total of $16.77.

Order June26 th I have never received it ups claimed Usps has it but Usps says they never received it. Order was placed June 26 never gotten it it says arrived in my local post office but they say they never received it and that's ups never delivered it I have waited, called and messaged asking for a replacement order i was told last week of it don't come this week they would send one however I emailed twice to let them know I have yet to receive it and would in fact like a replacement at this point I want a refund for I had no choice but to go buy new face covering masks for me and my daughters since we're on a requirement to wear them and i ordered them for this exact reason My emails basically go unanswered and I keep being told to be patient the delivery is backed up but I have received many packages including international packages since I ordered from this company tho Im done being pacient and what a refund I have given plenty of time for them to rectify this and I go empty with them having money for products I have not received Here is my tracking number so you can see there's been no activity XXXXXXXXXXXXXXXXXXXXXXXXXX My order number was XXXXXX from the company Thank you

Order shipped after the day they told me it would ship. Only automated reply's to my emails. Ordered for a pre order that would ship June 12th. After June 12, my order status was still not updated so I emailed them. Automated message reply saying my order would Ship June 12 and if my order status did not reflect this, to reply to the email. I replied to the email. Got the same reply again. I replied again and told them to stop sending me automated messages. Someone finally sent me an email and said it would ship on June 20th. June 19, my status changed to shipped. On June 27 it said my package was being transferred from UPS to USPS with an estimated delivery of June 29th by 9 pm. That was the last update I got. I have been emailing them SEVERAL times since then and only get an automated message giving me my tracking number. I have also contacted UPS and USPS and have not gotten a reply. I have read other reviews on the KITSCH website and customers who ordered the same day I did said that they never got their package and when they contacted Kitsch, they investigated for them and determined their package was lost in shipping and they shipped them a new order and they received their package in 3 days. I cannot get a hold of anyone for anything. I even asked for a refund with no response. Nothing but automated messages giving me my tracking number still. Terrible customer service and they don't care to help.

I purchased items that cost $60 on Feb 11, 2022. Was supposed to be Expedited shipping. I received shipping notification on Feb 11, 2022. The package was scheduled for deliver on Feb 15th. The package was never received, nor have i received it yet. I have attempted to email concerning the package. They told me it took 2-4 days to process and ship. Which I received the shipping email within the same day, therefore meaning the order was processed and shipped. On Feb 21, 2022 I received an email that the package was lost by carrier and asked if I wanted the package resent. I replied within the hour of receiving the email that I wanted it overnighted. As of Feb 25 I never received a package or a reply concerning the package. Therefore on Feb 25, I emailed yet again to get the same response that it takes 2-4 for processing. Obviously they didn't read the email thread to see the package was lost. I called the phone # I found, only to leave a voicemail because they don't actually talk to people. Today I received a email concerning my voicemail and all said was "the company wasn't able to overnight, that was sent on Thursday ". However there was no message of the that matter received in my email or junk email. I replied stating I wanted my package Expedited. I'm sure I will have to wait 3 more days for a response. I have left yet another voicemail, and I'm sure I won't get a phone call. They have poor customer service. Can't respond to an email in a timely fashion or return a phone call. Most business actually have people to speak with that can help solve problems. I'm sure if they actually would answer the phone and speak with a person, this issue could have been resolved days ago.

Nov 2, 2020 placed my first order of 3 packs of face masks. Paid EXTRA for FEDEX 2 days shipping, week later STILL NO SOLUTION. Horrible service. Nov 2, 2020 placed my first order of 3 packs of face masks. Paid EXTRA for FEDEX 2 days shipping. Package was shipped via USPS. I immediately contacted the company via their Instagram page and email provided on website. And attached proof of payments for the order. I was told it was a mistake and order would be replaced. Along with that, I was told by another associate on Instagram that there were delays with shipping via USPS. But nothing mentioned in regards to FEDEX shipping. Almost 3 days later, I receive another email of the replacement order, also shipped via USPS. Once again, same mistake. I then AGAIN, intend communicating with the company via email and Instagram explaining the error and frustration. I also explained that my home address DOES NOT receive USPS Mail/packages and was the main reason why I paid extra for FEDEX 2 days shipping. If it had been specified on the website or communicated to me from the beginning that they cannot ship FedEx, I would have not only put my PO Box address but much less not have paid EXTRA for a service that is offered on the site by the company. It has now been a week since my first order, and this morning was automatically returned to the company by USPS when it arrived. And it's now been 5 days since I once again for a second time tried to contact the company via multiple platforms in regards to the replacement order being sent incorrectly AGAIN and I have been completely ignored. No contact whatsoever from the company. WHY does the company offer a shipping method AND CHARGE extra for something they cannot comply with? This is false advertising. Horrible service. I'm sure I am not the only one. I have proof of my first order where it specified that I selected and paid extra for FedEx shipping. I also have proof of the only replies I got the first time from the companies. Absolutely disappointing.

I mailed an item back several weeks ago, and have yet to hear anything. I ordered the silk leopard print pillow case, but they sent a standard size. I tried emailing before I mailed the incorrect pillow case back. This was the email thread: Hi ***, Thank you for reaching out to Kitsch! We sincerely apologize for the mistake and inconvenience it may have caused. This is a very uncommon issue and rest assure that we will raise this with our quality assurance team. For our records, can you send us a picture of the item(s) received? Once confirmed, we will process to ship out the correct item right away and provide email tracking information from our system. On Fri, Nov 06 2020, at 11:22 PM, New Form name form submission through your Shogun page. Your Email: *** Your Name: *** Your Message: I ordered a king pillowcase, but they sent me a regular standard size. Can you send me the correct one and I'll mail the other one back? Thanks! I remember specifically putting that in my cart, and on the email confirmation it doesn't say standard, it says OS. So how can we fix this? Can you send to a manager...I have a king bed with king pillows...it's useless other wise. I can pay the difference if that's the issue, but the ordering system needs to be looked into for this particular item. *** Hugo Sent from my iPhone On Nov 6, 2020, at 6:47 PM, Kitsch Info wrote: Hi ***, I am sorry but upon checking on your order, you actually placed the Satin Pillowcase - Leopard in standard size and paid $19.00 for it. Our King Pillowcase - Leopard is $24.00. If there's anything else we can do to make this a better experience, please let me know. Thank you! I've already filled everything out, but haven't got the return label email? On Monday, November 9, 11:00:07 AM CST, Kitsch Info wrote: Hi ***, Thank you for reaching out to KITSCH! We are sorry to hear about your order! We accept returns within 60 days of delivery for a full refund. Please visit our Return Policy page on our website for more information on how to return your order + print a shipping label. You could find this on our website, here - https://mykitsch.com/pages/shipping-and-returns I am so sorry for the inconvenience and if there's anything else I can do to make this a positive customer experience, please let me know. Thank you for supporting our small, woman-owned business. It means the world to us. 11/29 I mailed an item back several weeks ago, and have yet to hear anything. I ordered the silk leopard print pillow case, but they sent a standard size instead of king. Can someone please check on the status of this. I've tried calling several times...I only get a way to leave a recording. I've done that and have yet to get a call back. I've email, and even filled out a form online...and NOTHING. At a minimum this is terrible customer service to not be able to get a person or even a response. Seems very unprofessional and "shady" that a business would operate this way!