I used to think that Karen Millen was a high-end brand but no more. Today, I received a dress that I was meant to wear at a special occasion this weekend, it arrived with a missing belt. Not just any belt, this belt makes the dress. Without it, the dress is useless. In summary, I received faulty goods. I contacted customer service only to be told to rerun the dress. I inform them that I live in Portugal and returning the dress is a bureaucratic nightmare. After several exchanges with Nikki, who informs me they will reimburse the postage costs, I inform her that’s not the point. I would have to go through great lengths of filling out forms due to Brexit and standing in endless queues etc. It’s just not worth it. Still she can’t think outside of the box. So I tell her I’ll keep the dress if they could please extend a gesture of goodwill (bear in mind I had to suggest this, never once from them). I ask for a partial refund and they offer me 20%! What a joke! This equates to £20! For a missing belt that is a crucial part of the dress. I ask to be connected to a manager and Nikki informs me management won’t better the offer. Take it or return the dress. Of course I’ve had to accept the measly offer of partial reimbursement because I wouldn’t put myself through returning the dress via the post office here. I explain this to her and she offers a scripted apology and says there’s nothing more they can do and this is policy. As someone who shops online frequently this is not true, many retailers go out of their way to meet their customers needs. I’ve experienced a truly poor customer service with Karen Millen and I can say with certainty they don’t care about their customers. If things go well, great. If not then good luck to you, you’re on your own! Thankful for this platform and being able to share my experience. I will never shop with them again, I’ll take my business elsewhere, to other deserving retailers. Please think twice about shopping with them if you live in the EU.