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
Consistently excellent in-store service and helpful associates.
“Excellent service EVERY time I go in.”
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.