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1.2 38 Reviews

Keen And Social Complaints Summary

2 Resolved
36 Unresolved
Our verdict: If considering services from Keen And Social with a critical resolution rate, extra caution is advised. Examine detailed customer feedback to understand the severity and nature of unresolved issues. Be prepared for the possibility of unsatisfactory responses and have contingency plans, including seeking assistance from consumer advocacy groups if necessary.
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Keen And Social reviews & complaints 38

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J
4:34 pm EST

Keen And Social new yorker - asymmetric sweater

I placed an order (59088) for this sweater a few weeks ago (Oct 22), and still have not received my product. Tracking information says my order was delivered, but I don't have it.
Along the way, I e-mailed customer service multiple times, but only received non-helpful responses. The phone number listed to contact customer service is conveniently not working. I filed a complaint with Paypal regarding my order, but they did nothing because the tracking information said my order had been delivered. It had not been delivered.
This boils down to me being out the money I paid plus not receiving the product for which I paid. This company is run by thieves and scammers. In all the years that online shopping has been a thing, this is by far my worst experience.

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2:17 pm EST

Keen And Social jacket

I placed an order on September 30, a birthday present to be given on November 21. Received a shipment notice on 10/5. (Who takes 5 days to ship something anymore?) No product ever arrived. I sent my first follow-up message on October 24, and 5 more since then, asking for delivery, replacement, and finally a refund, but haven't even received a reply.

Frustrating!

Brigid Monaghan

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12:01 pm EST

Keen And Social black robe hoodie

What everyone else is complaining about is true. And close to the dates of my experience. I got a text on the 19th of October telling me my order is being shipped. Thought I would have it for Halloween. Still waiting for it! Some Lilly chick replied to my Facebook asking me about my order number. I gave it to her and no response. Several messages later still no response. The phone number is bogus. Wondering if the BBB can help or do they even have one in China? Lilly and her colleagues need a group slap

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7:41 pm EDT
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Keen And Social londoner

This company is outragious! I order on 9/9 with my order number 44865 I did not receive my package until 10/14. The material is total trash... cheap and not at all what it appears to be on the site and the sizing is not as it says. I have sent 22 emails/messages at this point and have not heard a single word back. All I want is to send it back and get my full refund as indicated on the website.

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8:33 am EDT
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Keen And Social the londoner

I also received my Londoner 5 weeks after ordering. Like the others, the size was way off and the construction so poor. As indicated in their return policy I immediately emailed the company requesting the "return to" address. They state you have 30 days from date of purchase to make the return but they don't ship the product until 4 weeks after date of purchase! I have had absolutely no response to my multiple emails! Please take heed! Do not purchase from this company! Absolutely no customer service!

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R
4:35 pm EDT

Keen And Social londoner coat, did not get!

Ordered Londoner coat 9/13/17, order # 47470, paid thu PayPal, received email with tracking # 9/25/17, didn't work past 9/27/17, sent 4 emails, at first requesting updates, then just plain demanding my money back, no reply to anything. So as of right now, I have a complaint in with PayPal to get a refund. It's been 6 wks. They give China a bad name

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Lise Simpson
, US
Dec 07, 2017 12:42 pm EST

I too raised a complaint with paypal for a refund but they sided with them @£$% so I lost my money... steer well clear. I soon sent them an email with the worst swear words you could ever put to someone just to make me feel a bit better

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Jennifer Howe
, US
Nov 07, 2017 10:20 am EST

Same story here, but ordered back in August. Received one item, but not the Londonder Hoodie. No response from customer service email, and the recorded message when you call says their phone system is down for maintenance.

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Christyn
, US
Nov 20, 2017 11:58 am EST
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It is a total joke... after posting on here I magically got a response and an address to return it. It cost $24 to return the stupid thing... which they will not pay for and I still haven't had my account credited!

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Christyn
, US
Oct 30, 2017 7:36 pm EDT
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I am in the exact same boat... what have you done since? I just want to return this crap and get my money back!

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J
2:45 pm EDT

Keen And Social londoner hoodie

This product is made from very cheap fabric. They say they are located in California but they are in China. I paid for my item on September 12th. It didn't ship until September 25th and I didn't receive it until October 23rd. After complaining about their refund policy (they only refund items within 30 days of purchase), they agreed to refund me the $40 I spent on the item if I shipped it back to China. Which, through UPS, would cost $70. They will not pay for that shipping or refund it. Spend your hard earned money elsewhere - there are plenty of good online stores to choose from - I'll never shop here again.

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1:26 pm EDT

Keen And Social scammers!

The slowest delivery in the world. They would surely win this prize if it really existed. People should stop sending you money without getting anything back.
And by the way, speaking of the delivery. I never received my order. Never got any information regarding its status. Of course, I tried to contact them many times, but I either got scripted responses or nobody picked up the phone or I was just hanging on for hours waiting to hear a human voice.
A service like that is called TERRIBLE and HORRIBLE. A company that treats its customers this way is called a scam.

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Natalie Parker
, US
Oct 30, 2017 5:39 pm EDT

I actually received the Londoner "hoodie", but it would have been better and easier if I hadn't. It's a knockoff from China, the company is a sham and ran by scammers.
1st-they kept assuring ppl on their post that returns were made to CA. 2nd-Like I said, knockoff. It looks nothing, and I mean nothing, like the ad photo. It isn't even made from the materials they claim it is. 3rd-Sent me the right tracking info, then some how sent the wrong info a week later saying it was delivered in a different city and state then where I actually live. 4th-When it came, no invoice or paperwork whatsoever. None, zip. And yes, it came from China. 5th-So terrible. It's not even a hoodie, it's a crappy cowl neck like...tarp. That's what it looked like, a tarp shaped like a triangle. I got the 4xl because I am very busty, still didn't fix right. The arms, goodness, they cut off my circulation in my biceps. They were also so long, the thumb holes were useless. They should have been about 3 to 4 inches shorter. The cut, its f'ing ridiculous. It drapes nothing like the photo. The "pocket" on the front? Lol, it's an oversized rectangle just stiched on the front. Trust me, it's the biggest picece of junk you will ever waste money on. 6th-They lie in their emails, posts and Return Policy. Get this: policy says don't return to manufacturer, but if you do get an email from them, it tells you to send it back to China BECAUSE they aren't the producer so it has to go back. AND that you need to include a receipt, a receipt you don't get. Shipping to China is the same, if not more than the cost of the item. So essentially you get nothing back, because yep, they don't refund shipping costs.
I had to dispute it through Paypal to get my money back. PayPal has the California address on file, the address Keen and Social provided themselves as a return address to PayPal. I sent K&S an email stating I was sending it back there, per PayPal's policy, and they sent me an email back saying I WOULDN'T get a refund if I sent it there. Unfortunately for them, their scare tactics weren't working on me. It was no longer their decision if I got a refund or not.

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R
8:36 pm EDT

Keen And Social I have not received a response (its been over a week) on how to return an item

I need to Return an item that is the wrong size and color. I have not had any results receiving any form of communication with customer service at Keen and Social. I have written 3 times. It has been over a week.
I need to return a Red Medium size hoodie for a Small Black one. The Medium is to big and the Red is not at all the color red that was on the website. At this point I would just as return the item for a refund. I have never experienced this before ordering on line. This is horrible customer service.
Order # 54906

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1:48 pm EDT

Keen And Social londoner hoodie

I purchased the red Londoner Hoodie in September and received it a couple days ago. The size was way off, but most importantly it was incredibly poorly constructed of incredibly cheap material--certainly not the soft material as advertised--and truly looks nothing like the garment in the advertisement. The hood portion isn't a hood at all, but appears to be strange funnel neck. I have no desire to spend money to ship this back to China, but want future purchaser to beware in buying this or any other product from this company.

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1:38 pm EDT

Keen And Social london hoodie

Ordered this on 9/22/17 and just got it in the mail on 10/13/17. It's way too big and want to exchange but can't find a return form or address. And according to the company they will not refund or exchange after 30 days. I've emailed the company but have gotten no response. If I can't send this back by 10/22/17 I'm pretty much screwed. Will never buy from them again and will tell everyone I know.

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ella mai
, US
Oct 25, 2017 7:24 am EDT
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Same horrible experience.The Item is sized wrong. Mine was beyond huge and can not be returned since it is Chinese company and sending it back to China is as much as the cost of the item and with their bad costumer service you might end up paying double and get nothing.

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S
10:52 am EDT

Keen And Social ordered the long black hoodie-not received???

Hello-please beware of buying anything from them.

I have been waiting for over a month for my order of a long poncho like hoodie and still have not received it. I paid $40.00 total for this item. I have sent 2 emails and no response. Just tried calling the number on this site and guess what? Phones are down! This place must be a scam!

Buyer beware!

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EllenTS
, US
Oct 18, 2017 6:11 pm EDT
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I am having the exact same issues as you, SallyFURR. This is the most frustrating company I have ever dealt with. Fortunately, I paid with PayPal, so I am going to file a complaint with them. They can usually make something happen, or they will return my money. Buyer Beware of Keen and Social.

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R
12:14 am EDT
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Keen And Social londoner hoodie

I ordered the Londoner on Facebook in August of this year. I was expecting delivery in 2 to 4 weeks, as suggested. I have not received this item, although I have been charged for it. I am at a loss as to why there has been such a long delay in arrival time. I would like to know when I can expect delivery. I am disappointed in the service thus far, and expect a response soon.

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Barbara Glenn
, US
Oct 16, 2017 1:11 pm EDT

I bought the same thing and it took 4 weeks. When I got it it was the wrong size. They won't refund or exchange after 30 days, so I'm screwed. I will never buy from this company again.

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O
4:45 pm EDT

Keen And Social 9.1.17 londoner hoodie, sizing way off, tried 4x ti cancel-want refund!!

9/1/17 I responded to an add Keen and Social had for the Londoner hoodie on Facebook. I had 4 min left before "sale closed". I tried to find a size chart with actual measurements, but couldn't. So I clicked on 4x. Minutes later, I got the email confirmation. I saw then that the 4x fits a sz 18.in US sizes an 18 would be XL at most. I emailed (never could find a phone number) FOUR TIMES asking to cancel my order. All within 12 hrs of ordering it. My only reply was a "we received your email, will reply..." I then filed a complaint with Paypal (method I used to pay). The case is still pending their investigation. I don't want the hoodie. I want a full refund and will keep pursuing it.

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Shaun R.
, US
Oct 11, 2017 5:19 pm EDT

Are you sure they offer refunds or the ability to cancel an order?

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R
10:18 pm EDT

Keen And Social londoner hoodie

After waiting for 4 weeks I finally received my Londoner hoodie only to see it was made of a cheap, non-soft fabric and was way too big! I contacted them to return the item and they said it has to be shipped back to CHINA before they will refund my purchase. The least expensive shipping option back to China was $22.75, which they don't reimburse for, and my item only cost $43! This is a blatant scam even though their website says Satisfaction Guaranteed, they are not willing to satisfy a customer by refunding their purchase.
I emailed and asked for a US address to ship the item back to and demanded a refund. If they do not respond then I will be disputing the charge with my CC company, filing a complaint with the Better Business Bureau in CA, and making MANY negative online reviews.

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2:57 pm EDT
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Keen And Social I cannot get an address to exchange my londoner hoodie that is way too large

I have been trying for over a month to get someone to send me an address to exchange my "londoner hoodie". It was sent to me in size xxxl (black). All I want is to get a smaller size and if possible in the green. If not I would be so happy to get the black in size m. I don't know where to go from here, i've tried to contact your business many times. All I want is to exchange. No return. No money back. [protected]

thank you,
patricia wescott
128 moll st. Apt 3
auburn, michigan 48611

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Pamela Koretsky
, US
Oct 11, 2017 6:41 pm EDT

This company is a total scam. Never rec response about my order. They ignored my inquiries until I placed a PayPal claim. Then they just said that they had sent it and and it was delivered...which it was not. I told them that and that I had checked with the post office and my neighbors...they have done nothing to make this right. So they get to keep my money and i get nothing. SCAM.

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2:09 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.
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Keen And Social londoner hoodie

On 8/31/17 I ordered a Londoner Hoodie from Keen and Social. They said it would take 2-4 wks to be delivered. Towards the end of Sept, I still had not received the item, so I sent them an email requesting a follow-up on what happened. I got a generic response saying they'd look into it and get back to me. Another week went by and I never heard back from them, so I sent another inquiry. I called their phone number but it was "down for repairs" so I couldn't even leave a message. I went on-line to see other people's reviews and very few people received the items they paid for. If they did, which was rare, the item was extremely inferior to what they advertised. They say they're from California but they are really from China.

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mary J. bass
, US
Dec 21, 2017 9:29 am EST
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Together us women that have been scam or given some inferior product for our money lets get-together to shut this place down.. we have plenty resources that can do just that.! myself I don't appreciate the gulls of this so called company to continue to mislead women and think it ok.. I don't care if it $5.00 I will fight for my rights... Those 5's ad up, they're probably millions by now.. CLASS ACTION LAW SUIT we can start that our selves for the pain and suffering of waiting for a package that never get delivered that's agonizing. Or once it come it so inferior the ads misrepresented, we all have multiple reasons to SHUT ALL THESE SITES DOWN THAT SCAMMING WOMEN!

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MElinaKS12
, US
Dec 04, 2017 2:35 pm EST

I agree with all of the above complaints. This company is certainly a joke. I ordered a hoodie, which was horribly made and the quality absolutely terrible. After 3 requests for a refund, I have continued to be ignored. What a waste of money. Instagram should definitely be vetting their ads better!

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lauradave
, CA
Nov 08, 2017 3:38 pm EST

Was ripped off by Keen and Social after stupidly ordering from a instagram ad. Instragram should be vetting their advertisers better. This company is a JOKE! I'm trying to get my money back from Paypal as well. Ordered in September and it's nov 8th. No phone number, no reply from customer service. Will be making sure they dont fool others by leaving a lot of terrible reviews and complaints online and with consumer affairs.

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Nicole Winston Jones
, US
Nov 05, 2017 8:28 pm EST

I ordered on 9/2/2017 and it is now 11/5/2017 and I have not received NOTHING! I sent email and i got a generic email which I never got a follow up. I inboxed them through facebook and they told me to check shipping status and when I did it still said the same thing it has been saying for weeks! I am PISSED! Oh and phone lines are down! I am contacting the Better Business Bureau tomorrow!

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Jennifer Schick
, US
Oct 08, 2017 2:28 pm EDT

Ordered an item on 8/30/2017 and was charged immediately. Have not heard a thing from them since or received my order. Tried to contact twice by email but no response. Tried to call, but phone lines are down "for repair". Currently trying to get my money back through PayPal. Keen & Social are scammers, do not buy anything from them!

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4:09 am EDT
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Keen And Social i'll never buy from them again

I bought several items from them and never received them.
Thought that I should notify them about it and ask what to do.
I provided tracking numbers, I thought they had more information than me. They said I had to wait for a little more because my items were on their way. Great.
But they didn't deliver anything. Moreover, I found out that they sent my items back to the seller. Why? I was at home on that day when the items were supposed to be delivered and I think they would notify me about the delivery. I took a day off for nothing. ok, if you sent it back, so please kindly refund. If only it was so easy. They don't answer.
They look like scammers.

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Jennifer Howe
, US
Sep 05, 2018 10:36 pm EDT

Ordered and paid for Londonder Hoodie August 1st. Order #11704. I have emailed customer support four times only to receive the auto response. I just want my money back at this point. Please refer to the attached documentation.

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