Reviews Analysed
21
We Collect & Analyse Reviews
Karen Millen
Experiences & 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.
Overview & Key Metrics
Positive Sentiment
67%
Latest Review
18d
Overall Rating
3.5
Our Analysis
🎯
Service quality
Mixed reports: many reviewers praise helpful agents and fast responses, while a substantial minority report delivery, returns and refund failures.
Share
Mixed
26%
💰
Value for money
Few reviews comment on value: some call discounted prices reasonable, others report unexpected return costs or poor perceived value due to quality concerns.
Share
Weak
6%
⚡
User experience
Multiple reviewers describe problems with the online returns portal, delivery tracking and refund processing; a small number report successful online chat interactions.
Share
Weak
10%
🔧
Product quality
Product quality is disputed: several customers praise tailoring and materials, while others report cheaper construction and deterioration in recent orders.
Share
Mixed
9%
📞
Communication
WhatsApp and live chat agents (named by reviewers) are frequently commended for quick, personal responses; email, chatbot and delivery updates are often criticised.
Share
Mixed
24%
⭐
Overall experience
Overall experiences vary: many positive service interactions and good-quality items reported, offset by recurring complaints about returns, refunds and delivery.
Share
Mixed
26%
Our Independent Methodology
How we analyse customer reviews without bias
Data Collection
We analyse public reviews from verified platforms like Google, Trustpilot, and Facebook.
AI Analysis
Our AI detects patterns in genuine customer experiences without modifying content.
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Zero company influence. No payments, no bias — just real customer voices.
Always Current
Updated regularly with the latest reviews and customer feedback.
Featured Customer Experiences
Representative examples from 21 verified reviews (March 2023 – September 2025).
Used the WhatsApp chat service and had…
"Used the WhatsApp chat service and had a virtually instant response... very impr..."
Rachael Williams
Trustpilot
Sep 30, 2025
Featured for: Instant WhatsApp support, highly positive
Keeps your money, ignores the law!
"Appalling customer service and a clear breach of consumer law. I returned items that were delivered to their warehouse on 02/08/25. Since then, I’ve h..."
Robert
Trustpilot
Sep 30, 2025
Featured for: Refund delay alleging legal breach
Boohoo ruined Karen Millen
"Boohoo ruined Karen Millen. Since they bought the brand quality literally doesn't exist. I own several pieces by KM from before the sale and I was sho..."
M.W.
Trustpilot
Sep 30, 2025
Featured for: Strong claim of quality decline
Great quality
"I order 2 dresses, different sizes. Delivered quickly, well packaged and the dresses are gorgeous. Well made, lovely material a..."
Carla Irvine
Trustpilot
Sep 30, 2025
Featured for: Positive product quality and service
All Customer Reviews
Filtered, experience-based customer reviews from public sources; vague and duplicate submissions removed.
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Filter by Source
Showing all 21 reviews
All Customer Reviews
Sources: Trustpilot (20) · Collected.reviews (1) · Quotes shortened · As of: September 2025
A
A R
trustpilot.com
Sep 30, 2025
Poor delivery experience
Poor delivery experience . Delivery tracking doesn't give eta. Status set to delivered when it hasn't even arrived. Can be frustrating. Chat support o...
M
M.W.
trustpilot.com
Sep 30, 2025
Boohoo ruined Karen Millen
Boohoo ruined Karen Millen. Since they bought the brand quality literally doesn't exist. I own several pieces by KM from before the sale and I was sho...
C
Carla Irvine
trustpilot.com
Sep 30, 2025
Great quality
I order 2 dresses, different sizes. Delivered quickly, well packaged and the dresses are gorgeous. Well made, lovely material a...
l
lh.spenceoutlook.com
trustpilot.com
Sep 30, 2025
Good customer service
Kai was very helpful and solved my order p...
S
Sarah Mason
trustpilot.com
Sep 30, 2025
Poor quality, fit and appalling returns and refund process
My last order was my last order with Karen Millen. Poor quality, poor fit and as a gold member I now have to pay to return items. I return much more t...
d
denise littlewood
trustpilot.com
Sep 30, 2025
Terrible service
They sent me the wrong dress and then after weeks of back and forth they asked me to return it at my cost and then they would refund me. Again after...
A
Amanda
trustpilot.com
Sep 30, 2025
Really quick response and great service…
Really quick response and great ser...
R
Robert
trustpilot.com
Sep 30, 2025
Keeps your money, ignores the law!
Appalling customer service and a clear breach of consumer law. I returned items that were delivered to their warehouse on 02/08/25. Since then, I’ve h...
R
Rachael Williams
trustpilot.com
Sep 30, 2025
Used the WhatsApp chat service and had…
Used the WhatsApp chat service and had a virtually instant response... very impr...
S
Saleya Ali
trustpilot.com
Sep 30, 2025
Kai was very helpful in responding to…
Kai was very helpful in responding to my query within a ma...
s
sue jermy
trustpilot.com
Sep 30, 2025
Immediate clear and concise help
I used the online chat when I had used the online ordering… Kai responded immediately with calm advi...
M
Miss H
trustpilot.com
Sep 30, 2025
Nikki & Saniya have been most helpful…
Nikki & Saniya have been most helpful with the mix up on my orders. Rated 4 only because my emails were ignored (I sent 3 to customer services). My ad...
E
Elizabeth Elliott
trustpilot.com
Sep 30, 2025
Saniya sorted my issue out very…
Saniya sorted my issue out...
G
Grażyna Zadencka
trustpilot.com
Sep 30, 2025
Servis professional
Saniya, at KM, was super helpful, friendly, profession...
N
Noreen M
trustpilot.com
Sep 30, 2025
KM WhatsApp chat experience: First class.
Kai, at KM, was super helpful, friendly, professional and efficient...
M
Mrs Jane Smith
trustpilot.com
Sep 30, 2025
Great communication
Great communication, fast response to my questions, Kai wa...
M
Mary
trustpilot.com
Sep 30, 2025
Fast efficient service from Kai
Fast efficient service from Kai, small issue I wanted advice on, they were absolutely brilliant, no hassle and felt like a valued customer. They repli...
K
Kate Harbottle
trustpilot.com
Sep 30, 2025
Very poor return policy and customer service
Really impossible returns system. I was not able to receive a refund (despite returning within the time allowed). I did not want a credit but...
W
Wendy Crumpler
trustpilot.com
Sep 30, 2025
Check the Return Costs before buying
My review is regarding the Returns and Refund process with this company. BEWARE… they have charged me £4.99 to return an item when their website clear...
C
Cristina
trustpilot.com
Sep 30, 2025
I’m wondering why I’m still waiting for…
I’m wondering why I’m still waiting for a refund, even though I returned the item on 2nd of September and they’ve got it on 7th. After reading all thi...
Conclusion
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.