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
Delivery far later than promised and customer service unresponsive.
“It's almost 3 weeks!”
Loyal customer frustrated by customer service over a £2.99 fee.
“£2.99 Delivery Protection Fee”
Delivery tracking was inaccurate and chat support was poor.
“Status set to delivered when it hasn't even arrived.”
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.”
Customer service agent Kai resolved my order problem immediately.
“Kai was very helpful and solved my order problem immediately.”
Poor quality and fit plus slow, error-prone returns and refund processes.
“It’s taking a month.”
They sent the wrong dress and refused to refund postage costs.
“They sent me the wrong dress”
Saniya provided very quick and great customer service.
“Really quick response and great service from Saniya today - very happy!”
Returned items but refunds delayed past legal limits and ignored.
“This company is ignoring consumer law (refunds must be processed within 14 days).”
WhatsApp chat gave an almost instant, reassuring response and solved query.
“Used the WhatsApp chat service and had a virtually instant response...”
Kai answered my query within minutes and gave detailed help.
“Kai was very helpful”
Online chat resolved my ordering issue with clear, calm guidance.
“Kai responded immediately with calm advice”
WhatsApp agents helped, but emails were ignored; items quality praised.
“Nikki & Saniya have been most helpful with the mix up on my orders.”
Saniya resolved my issue very swiftly with great service.
“Saniya sorted my issue out very swiftly. Great service.”
Saniya was helpful, friendly, professional and efficient answering my query.
“Saniya, at KM, was super helpful, friendly, professional and efficient in answering my query.Perfect servis.”
Kai on WhatsApp was helpful, friendly and professional.
“Kai, at KM, was super helpful, friendly, professional and efficient in answering my query.”
Communication was great and Kai provided fast, informative help.
“Great communication, fast response to my questions”
Kai gave fast, efficient help and made me feel valued.
“Fast efficient service from Kai”
Could not get a refund and received only credit instead.
“I did not want a credit but was given one.”
I was charged a higher return fee than stated and will report it.
“BEWARE...they have charged me £4.99 to return an item”
Still waiting for a refund despite return being received.
“I’m wondering why I’m still waiting for a refund”
Set lacked sizing information and arrived far too large.
“no sizing info provided”
Orders lost repeatedly and customer service only offers a bot.
“They have lost my order 3 times in a row.”
Received wrong item and did not receive a refund.
“Sent me the wrong item and kept my money.”
Paid for express shipping but delivery was three days late.
“did not receive the order until 3 days later.”
Good clothing quality but refunds for returns remained slow.
“the return process is extremely slow”
No customer service available according to reviewer.
“Horrible, no customer service whatsoever.”
Expected delivery of 4–7 days but item still not received a month later.
“It has now been a month and I have not received my item.”
Wrong country sizing sent and company dismissed return shipping concerns.
“Order a size US8 received a UK8.”
Return label lists both USPS and UPS and neither accepted it.
“The top states USPS the bottom states UPS.”
I recently shopped at Karen Millen and had an excellent experience. The store had a stunning range of women's clothing for all occasions, from workwear to weekend wear to special events.
The clothes were not only stylish but also of high quality and made me feel confident in my appearance. I was impressed with the tailoring on their dresses, which perfectly cinched in my waist and draped beautifully over my curves.
In addition, the staff were incredibly helpful and knowledgeable about their products. They provided me with personalized styling advice that suited both my body type as well as budget.
Overall, I would highly recommend Karen Millen to anyone looking for fashionable yet elegant women’s clothing that exudes confidence and poise.
No customer service contact and emails blocked, reviewer warns.
“No customer service number”
Many items required try-on and three of six dresses were returned.
“ordered 6 dresses online but had to return 3.”
Consistently satisfied with the brand's quality, style, and stitching.
“Never disappointed by quality, style or stitching.”
In-store service was slow and inattentive, causing lost sale.
“Service in this store location is entirely too slow and inattentive.”
High-quality clothes and consistently excellent staff assistance.
“Amazing quality clothes and the staff is just as amazing!!”
Received items in wrong sizes and did not receive a refund.
“never received my refund.”
Recent in-person staff interaction described as a nightmare.
“my experience interacting with Karen Millen staff last night, June 21, was a nightmare.”
Pleasant boutique with pretty dresses and helpful service.
“Service was nice.”
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.