Reviews show a clear pattern: customer-facing chat via WhatsApp and named agents (for example Kai and Saniya) receive frequent praise for quick, helpful responses. At the same time a notable group of reviewers report problems with returns, refund timing and delivery tracking, including at least one allegation of an under-refund and one of delayed refunds beyond expected timeframes. Product feedback is mixed: several customers describe well-made, tailored dresses, while others report poorer construction on recent orders. If you are considering a purchase, check return costs and tracking expectations in advance and use the brand’s WhatsApp/live chat for faster responses when issues arise.
Examples from available reviews (Feb 2016 – Feb 2026).
WhatsApp chat gave an almost instant, reassuring response and solved query.
“Used the WhatsApp chat service and had a virtually instant response...”
Returned items but refunds delayed past legal limits and ignored.
“This company is ignoring consumer law (refunds must be processed within 14 days).”
Reviewer says quality has declined significantly since Boohoo takeover.
“Boohoo ruined Karen Millen.”
Dresses arrived quickly and were well made and attractive.
“the dresses are gorgeous.”
Mixed reports: many reviewers praise helpful agents and fast responses, while a substantial minority report delivery, returns and refund failures.
Few reviews comment on value: some call discounted prices reasonable, others report unexpected return costs or poor perceived value due to quality concerns.
Multiple reviewers describe problems with the online returns portal, delivery tracking and refund processing; a small number report successful online chat interactions.
Product quality is disputed: several customers praise tailoring and materials, while others report cheaper construction and deterioration in recent orders.
WhatsApp and live chat agents (named by reviewers) are frequently commended for quick, personal responses; email, chatbot and delivery updates are often criticised.
Overall experiences vary: many positive service interactions and good-quality items reported, offset by recurring complaints about returns, refunds and delivery.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Reviews (20) · yelp.com (20) · Reviews (1) · Quotes shortened · As of: February 2026
Refund defaults to gift card unless you opt for original payment.
“you now have to ‘opt’ to have any refund credited to your original payment card otherwise you get a ‘gift card’”
Received a voucher that doesn't work and cannot reach customer support.
“They sent me a voucher that is now near expiration and has NEVER worked.”
Slow refunds, voucher pushes, poor customer service and return issues.
“Refund handling is extremely slow and frustrating.”
Unexpected charge for swap protect and poor, unhelpful customer service.
“I got charged £6 extra for something called swap protect .”
Jade via Messenger was immensely helpful and even placed a new order.
“Jade W. was so immensely helpful in the process!”
Dresses arrived wrinkled and refund issued as voucher despite original choice.
“I ordered 3 dresses...they came all squashed and wrinkled .”
Order arrived quickly; quality and fit were excellent despite simple packaging.
“the quality was as described and the fit and feel is fabulous!”
Elegant products with prompt communication; EU returns are trickier but resolved.
“Communication is prompt, Kay is very kind.”
Returned high-value items but refunds became unusable vouchers and support failed.
“they default to vouchers on the website to trick you out of your money.”
Received a voucher instead of a refund and cannot contact real support.
“Awful...given an ecard /voucher instead of refund to original payment method!”
Unexpected £30 delivery charge applied on returns and no investigation.
“left with a £30 delivery charge!!!”
Returned items but refund not processed and customer service silent.
“I returned two items in January and I am still waiting for my refund.”
Coat didn't arrive and numerous emails for refund went unanswered.
“Your customer support is a disgrace Karen Millen and you owe me £128.”
Premier delivery subscription removed and not reinstated despite promise.
“my premier delivery subscription had been removed”
Awful refund process means I won't shop at Karen Millen again.
“Unfortunately won’t be shopping at KM again after awful refund process”
Waiting three weeks for a credit note and emails unanswered.
“Customer service is appalling! Have been waiting for my credit note for 3-weeks now!”
Returned item a month ago and still no refund or replies.
“I returned an item a month ago and still have not received the refund.”
Customer service ignored emails and hasn't refunded missing parcel.
“it’s very bad customer service, they no answer ! Ignored all my email !”
Reviewer calls returns policy outrageous and says company doesn't care.
“Awful just awful. Never buy from them again.”
Reviewer calls returns policy outrageous and says company doesn't care.
“Awful just awful. Never buy from them again.”
Items arrived creased or wrong and refunds take very long.
“Items arrived incorrect or creased and refunds take FOREVER”
Returned skirt and after 15 days there was no refund communication.
“15 days passed and still no reply to my question about my refund.”
Returned items valued over €650 and still awaiting refund months later.
“SCAM ALERT !!!! KarenMillen.com”
Sent dress back with proof but received no refund despite many emails.
“I sent a dress back, no refund”
Company provides credit instead of refunds and customer service doesn't respond.
“First, they don't provide refunds for returns. They only provide credit.”
Item arrived after trip and was cheap compared to website photos.
“nothing like their website pictures.”
Returned faulty coat with proof but needed PayPal dispute to get refund.
“I opened a PayPal dispute in early December”
Order packaging smelled strongly and customer support failed to respond.
“the full packaging smells of stale fish.”
Accidentally chose credit and cannot reverse it; no human support.
“Returns policy- error made by pressing credit tried to reverse this and unable to do so .”
Returned two items but company claims only one arrived and refused full refund.
“Returned two items in one parcel as instructed, but was told only one was received”
Wedding dress order never arrived and enquiries were answered by robot.
“it never arrived.”
Company failed to issue refund within 14 days and ignored customers.
“Karen Millen is failing to meet basic UK consumer law.”
Return received but refund not issued and no customer responses.
“CANNOT GET MY REFUND”
Received wrong, stained jumpsuit that appeared previously worn.
“The item arrived dirty, stain under armpits, as well as next to the zipper.”
Order delivered to a distant wrong address and customer service unhelpful.
“My order was delivered to the wrong address”
High-value order not delivered and no human customer support.
“Large value order never delivered.”
No replies from customer service and refund still awaited.
“Customer service is appalling.”
Reviewer reports only bots in customer service and no refund.
“no customer services just bots.”
Waiting 48 days for a refund with no customer replies.
“waiting for refund for 48 days”
Returned items over a week ago but refunds not received.
“have not reveived my refunds.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarised without changing the content of reviews.
Karen Millen is a British womenswear brand selling dresses, tailored pieces and occasionwear through online channels and retail outlets. The brand is commonly researched by shoppers seeking tailored dresses, workwear and event outfits, with attention to sizing, fabric and after-sales policies.