Many reviews focus on return and refund problems, including refunds issued as store credit and long wait times. Several customers also highlight fast, effective live-chat support, often naming agents. Product opinions split between praise for fit and stitching and complaints about creased, wrong, or stained items. Multiple customers mention delivery and tracking mistakes.
Examples from available reviews (Feb 2016 – Mar 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’”
WhatsApp chat gave an almost instant, reassuring response and solved query.
“Used the WhatsApp chat service and had a virtually instant response...”
Order arrived quickly; quality and fit were excellent despite simple packaging.
“the quality was as described and the fit and feel is fabulous!”
Received wrong, stained jumpsuit that appeared previously worn.
“The item arrived dirty, stain under armpits, as well as next to the zipper.”
Negative reviews mostly center on returns and refunds. Several customers say refunds came as vouchers instead of back to the original payment method, took longer than legal timeframes, or never arrived after orders were lost. Some also report unexpected return fees and unexplained extra charges.
Unexpected charges lead many customers to question the value. Reviewers mention fees described as swap protection, delivery protection, or higher return costs that they did not anticipate. Some praise the clothing quality, but that does not outweigh repeated complaints about how refunds are handled.
Several reviews point to website and fulfilment friction. Customers mention sizing differences, unclear return labels, and packaging issues like strong smells or items arriving creased. These issues appear less often than refund and service complaints, but they still come up.
Product feedback falls into two distinct camps. Many reviewers praise the fit, stitching, and finish, describing dresses and coats as well made. Others say they received the wrong item, or items that were stained or previously worn, and some describe a drop in quality since the ownership change.
Live chat and WhatsApp get steady praise for quick, helpful support, with agents often mentioned by name. Email and phone draw frequent complaints about no replies or bot-only responses. Some customers also report incorrect tracking and late delivery updates.
Overall views split sharply between standout one-to-one support and broader service breakdowns. Some shoppers describe excellent in-chat fixes and satisfying purchases, while more reports focus on unresolved refunds and weak post-sale support. That contrast heavily shapes impressions.
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: March 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 founded in 1981, selling occasion wear, tailored dresses, coats, and suiting. It runs an international online store as well as stand-alone boutiques and concession outlets. The range focuses on formal and workwear, with seasonal collections and occasion pieces. Boohoo Group acquired the label in 2019, and it continues to offer online ordering, delivery options, and customer support channels.