KILLSTAR Reviews

Name: KILLSTAR
Rating: 2.46

2.5 Rating 154 Reviews

34 %

of reviewers recommend KILLSTAR

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Metrics

2.5

Based on 154 reviews

Shipping & Delivery
Delivery Methods	Postal Service, Courier
Average Delivery Time	Within 5 Days
On-time Delivery	Greater than 60%
Accurate And Undamaged Orders	Greater than 69%
Customer Service
Communication Channels	Email
Queries Resolved In	Over A Week
Returns & Refunds
Returns Process	Could Be Better

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KILLSTAR 1 star review on 2nd April 2024

Edith

KILLSTAR 1 star review on 21st March 2024

NEKOMAN Mr Horror Business

Anonymous

Anonymous // 01/01/2019

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“Whom ever works in the marketing / sales department and made the decisions on the new kreepture really needs sacking. This has turned in to a PR nightmare. The support staff are really not interested and I doubt anything will happen to future sales of these stuffed animals, they will just keep on upsetting their customers. Its another case of a company forgetting where it came from and happy to loose customers with an eliteist attitude. Its like they dont actually want your money, they limit the number of items (half the number of the last release that sold out) instead of doing something sensible like only selling it for a limited period of time say one week or one day and fufilling the numbers sold (they dont even have to hold it in stock just say delivery will be like 3 weeks for example). You could even only realease it to accounts that have purchsed from the site in the last two weeks, in the first drop. Or even better.... take pre orders from existing customers???? All of this has lead to scalpers directly buying multiple ones of these as they dont limit house holds just peoples names. They where literlly on sale within 2 minutes on ebay at 4 to 6 times the original value. I have seen so much dislike generated by this, that it shows that this company really doesnt care one bit about its customers, which in this climate is a really short sighted and narrow way to operate. *Update* I got my details to them as they requested on trustpilot, they really didn't need them. It even fooled me a little that they cared, but all they wanted to do is say oh sorry that happened to you, which means that the response to my review on trustpilot was just a poor attempt by them trying to make themselves look better to people reading this review. My opinion still stands on how poorly this whole debacle has been handled. *Update* Further copy paste messages sent to me via messenger, some parts of the messages where not even relevant to what was being said. This is embarrassing for a company to do at best. Meaningless apologies followed by a hey its ok dont feel bad we will be trying to sell you more different products in the future.”

Helpful Report

Posted 3 years ago

“Man I feel like a fool for not looking at the reviews. I spent almost $600 and only have received half of my order.I NEVER Get to treat myself and the one time I do I get totally ripped off I'm hoping that somehow someway I will get the other half of my order but it has almost been a month so I hate getting my hopes up. This sucks definitely not ordering from this place again. I also saw the same things On wish and half the price😓😓😓 story of my life”

Helpful Report

Posted 3 years ago

“Made a purchase in mid December, including a coat I wanted for the winter. I emailed asking for order updates a few times, and I was told the delay was because of FedEx and the pandemic. I tried to be understanding, of course there will be delays in shipping because of Covid, however I was also told (more than once) my package was already sent out so Killstar had no control over the whereabouts of my shipment. I was told to get in contact with FedEx, turns out my package wasn't even sent to the shippers! Now it's February and I was offered a re-ship or refund option but items in my order were sold out. What? Months later, after constantly trying to find out where my package is, it turns out they not only never sent my items but now the large items are out of stock? 3 months of confusion, and condescending emails placing the blame on FedEx, only to find out items I already paid for and that were supposedly "already shipped" are now out of stock. Definitely never shopping with Killstar again.”

Helpful Report

Posted 3 years ago

“If I could give zero stars, I would. But I guess I should have read reviews before purchasing. Was sent a plush toy with faulty, uneven stitching. Which made my plush toy have wrinkled horns. Contacted them and I was told that it is not faulty. After 10 emails (a few very much automated ones) and multiple pictures sent I was still told that if I want an exchange I need to pay for my delivery for sending item back to them and to send out a new one. Please tell me how this is not faulty? BTW under their returns policy, company pays for faulty returns.”

Helpful Report

Posted 3 years ago

“I purchased items that totaled over $184 dollars from Killstar. FedEx was set to deliver my package on the 23rd of November 2020. Three day later, I still had not received my order. I asked Killstar to make a claim on the missing package so I could be reimbursed or have order re-shipped. They did respond back to have me sign paper stating th as t this was not an attempt to commit fraud and basically wrote an email stating don't contact us, we'll contact you. Well, a month later, nothing. The claim process should have only taken 5 to 7 days as it was just clothes. I called FedEx myself and they explained that the case had been closed and my repackage could not be recovered. Okay, so why hasn't Killstar gotten back to me? So I emailed them back and tell them what was said. They sent me a reply that they are NOW reaching out to FedEx. As of today, that was two weeks ago. Email me them again, after talking to a FedEx customer service representative. She gave me permission to give them her number so she could verbally confirm a failed delivery. Let's see if I hear from them this time. I love there products but this service left a bad taste in my mouth. I had the same issue with Hot Topic and the SAME night the resent me the dress I ordered. No questions asked. That's service. I am not rich, I cannot let 180+ dollars go. I am just really disappointed.”

Helpful Report

Posted 3 years ago

“I just made a last time christmas buy at this store, it was late at night and I absent-mindedly forgot to change the size of the order from an XS to an L. Crass mistake on my part.I noticed it as soon as I got the email invoice and immediately proceeded to email them regarding the size change. They told me that as quoted on the faqs, they did not make order amends even though they have an option called "Amend or cancel the order"... Then why do you have an option for it?! They replied whilst I was sleeping and sent the shipment either way, before I even had time to reply. They had the audacity to say that I had to explicitly say "I want to cancel the order" Wasn't it obvious that if you weren't willing to amend it to the right size that I did not want it?! What would I do with leggings 2 sizes below the ones I wanted? Dress my fishes? The least you could do was postpone the shipping until I replied to your rejection. It was already paid anyway. You just needed to say "oh the costumer wants an L instead of an XS. Let's just switch it before shipping. It costs the same, it's the same product and it's in stock." But no, let's make the client go through the hassle of reshipping the item as soon as it touches his doorstep and have him pay shipping again, and have him wait a month or more for the product he wanted, that'll make him want to buy from us again. So in conclusion: Items might have good quality and the customer support is fast to reply, but they treat you as textbook case scenarios. They have 0 consideration for the customers and show 0 effort to help you whatsoever. So if you buy from this shop, pray that everything goes well, otherwise you are doomed, you've been warned. Yes I am rating the shop before everything is even solved, because at this point, nothing they can do can raise the score from my perspective.”

Helpful Report

Posted 3 years ago

“Only company I know that will remove an item from your basket as you are paying for it, even though you've committed to the purchase. Impossible to buy limited editions. Complained and got the verbal equivalent of a shrug. I'll take my money somewhere else.”

Helpful Report

Posted 3 years ago

“They are not even getting back to me! They sent me TWO of the same dress and didn't even give me my skirt. I have tried to contact them again and again and no one has replied I spent so much money there too how can their services be this terrible when they have so many people shopping?! This is insane and it is illegal. This needs to be brought up to head office. Absolutely a crime.”

Helpful Report

Posted 3 years ago

“I placed a large order on the Black Friday sale, after having a break from shopping with killstar for almost a year. I was a loyal client of about 7 years beforehand. I knew them to always use the shipping services of Royal Mail. Since I am used to this service, I knew exactly how much I am going to pay in fees upon releasing the parcel from customs in my own country. They ended up shipping my parcel to me with UPS, without asking me if that was o.k or mentioning this anywhere on their website. UPS is known to be a bunch of crooks in my country, and they demanded twice the amount of taxes I have calculated in different "holding and releasing" fees. Had I known they are using UPS now, I would have stayed away. In response to my plea for them to accept the parcel back because I can't pay such a ridiculous sum of money, customer service told me that I will have to pay these fees and the return shipping fee would be deducted from my refund. It is entirely their fault for the lack of transparency. I paid the stupid sum and am now waiting for my parcel, but it was basically ransom money. I am going to unbox the parcel in front of a camera. If anything is broken inside, they are going to be slapped with a Paypal case immediately. Not even going to wait for them to respond. They are going to be unhelpful anyway. Will never buy from them again, and will alert everyone to stay away.”

Helpful Report

Posted 3 years ago

“Okay so this is my 3rd time buying from this company, and will most likely be my last. Their customer service is virtually non-existent. You send an email to them and won't hear back for another 24 hours at the least. Their return/exchange policy is horrible. You only have 14 days (most companies give your 30 or more) to return for full credit. Most companies that I have bought from online (and I do alot of online shopping) will provide their customers with a free return shipping label. I wanted to return an item that was a size too big. Keep in mind that my nearest Killstar location is just a county away from where I live, and yet they can't even give their loyal customers the courtesy of providing them a shipping label. On a side note, their clothing is overpriced. I don't see myself buying anything else from them solely based on the fact that their customer service is terrible.”

Helpful Report

Posted 3 years ago

“I purchased a pair of the Rougue Boots on Thanksgiving during their sales, the order was confirmed and the funds taken from my account, I then received an email 4 days later telling me they had canceled my order because of lack of stock. Now mind you when I ordered the item it was in stock. The customer service is awful I messaged and emailed to explain the situation and got some regurgitated reply and no apology at all. That was supposed to be my Christmas present from me S.O. so yeah I'm a little disenchanted with Killstar right now, when you do well its really well, but when it's a less than desirable experience your customer service is awful and really left a bad taste in my mouth about the brand.”

Helpful Report

Posted 3 years ago

“Terrible customer service, and good luck staying in touch with one person. I've had to explain my experience to three different customer service agents so far. It's unfortunate, I really love the brand and have been a loyal customer for years. All unisex items sizes run different,there is also no size charting available on the website for unisex items. So you better guess right because they do not offer free exchanges, even when it is their own fault! No one even acknowledge your concerns, they just pass you off. Thanks for absolutely nothing Robyn. Buyer is expected to pay the return shipping.”

Helpful Report

Posted 3 years ago

“I have brought an awful lot of things from killstar and told so many people how good this company is but today one of my Christmas presents came the box it came in was very taped up which is very unusual. When I opened the box .the box the present came in looked like it had been on the floor and badly damaged in the outside I looked inside to make sure that the present was okay it looked okay but didn't want to properly open the present as it was a present this is the second time I have brought a bag from killstar ..and it hasn't been presented very well .I have had brilliant results with buying clothes so I will no longer buy bags from killstar or suggest anyone else does”

Helpful Report

Posted 3 years ago

“Awful customer service. Never received my items as apparently delivered to the wrong address. I suspect royal mail worker has sticky fingers as I've had several parcels go missing since living here but killstar just keep fobbing me off when I contact them and that's when they eventually do reply. I won't be ordering from them in future as they just don't want to do what's their responsibility in this situation.”

Helpful Report

Posted 3 years ago

“Good quality and I love the occult artwork. I haven't had any issues with shipping or incorrect items. Have gotten all my items within 5 days of ordering and have ordered multiple times.”

Helpful Report

Posted 3 years ago

“Great quality for the price, good fit, one of my fav brands.”

Helpful Report

Posted 4 years ago

“Appalling customer service. Paid nearly £10 for next day delivery and it’s 3 days since and still haven’t received it, raised it with the complaints and they send me the faqs as a response. Checked the tracking, due tomorrow. So I have paid almost £10 for standard delivery in the UK. Used to love this brand but recently they’ve become absolutely shoddy with quality and everything. Don’t think I’ll be buying from them ever again. 👎🏼 Don’t recommend!”

Helpful Report

Posted 4 years ago

“The Plus Size department is wayyyy off on sizing. Most items are cut really small. I ordered an outfit for Halloween and only one of the pieces I ordered fit well. The rest of the stuff was too small. So I will give them to a friend. I am really disappointed andcI will order my stuff from Torrid from now on. Killstar should be renamed Killjoy!!😡”

Helpful Report

Posted 4 years ago

“Send out faulty goods and won’t do anything about it. Stuck with a broken item that I had to Chuck away. Won’t be buying from them ever again. Worst customer service and cheaply made items.”

Helpful Report

Posted 4 years ago

“Shipping took 4 days. Since many years quality became really poor. 2 pairs of earrings were broken but customer service send me another one in the same day that ill write to them. Overall its Way too expensive for the Price. Before it became a mainstream goth cheap brand it was really awesome but Not gonna order anymore.”

Helpful Report

Posted 4 years ago

KILLSTAR is rated 2.5 based on 154 reviews