Kit and Ace レビュー 

Great clothes but atrocious online Customer Service. I love Kit and Ace's clothing for its quality and fit, my experience with their online ordering and customer service has been consistently disastrous, making me strongly advise caution to future buyers. I have now had two significant issues in the past year, both involving shipping and support failures.

Issue 1: My first order never arrived, having been delivered to the wrong address. When I contacted customer service, I was simply told to search neighboring buildings, which was unhelpful as the package was nowhere to be found. The situation was compounded when I finally secured a resolution, only to be informed that one of the items was no longer in stock, preventing a replacement from being shipped.

Issue 2: The second issue is ongoing and equally frustrating. My current order has been delayed for over a week, and I have received no response from the company after multiple attempts to inquire about the status. Furthermore, the tracking information indicates that the product hasn't even been picked up by Shipping Chimp, from Kit and Ace, suggesting the fault lies entirely with the retailer's internal processing.

It is truly a shame that such high-quality products are backed by such an unreliable and unresponsive service model. The lack of accountability for shipping errors and the failure to communicate basic order statuses demonstrate an atrocious commitment to the customer experience. For this price point, shoppers deserve, and should expect the reliability and professionalism offered by competitors like Lululemon, which is far more dependable. I can no longer justify the risk of ordering online from Kit and Ace.

I have ordered t shirts to the Value of $280 to be shipped to London, United Kingdom at 23rd June 2025. Today is 26 August 2025 and after numerous e mails to their support the goods have not been delivered and there is no attempt to contact me with mail so no progress nor refund...just silence.
Avoid KIt and Ace as it is now a different fradulent company

You'll never see an online company ship so slow. And that's despite their high prices. Customer service? Nope. No phone number, just send an email and they will respond when they feel like it. I regret my order.

I was shocked by how poor their customer service is for a company with such great clothes. They divided my order into two packages and I never received one of them. There was constant back and forth and they could not just check to confirm if the missing order was sent out. I would then be able to know if the package was stolen. They claimed to escalate the issue and it was never done and they would always reply with vague pleasantries. Very frustrating.

I have ordered 3 times, the last 2 were awful experiences. Shipping took weeks even when I paid for expedited delivery. I made a mistake on size as the site defaulted to a size 28 after I had said size 34...so they sent me size 28...but i cancelled the order within minutes when I noticed the error. I was told I could only make a change if I cancelled the whole order, which i did immediately. They told me the order was cancelled but it would take 7 to 10 days to refund. Then I could order again. I never did order again and they never did refund. I was confirmed twice that the order was cancelled, yet they shipped it anyway. I do not recommend buying online from Kit and Ace.

If you are fit and tall, they no longer carry pants with a 36 inseam, as well their shirts also seem to be smaller now.
So what used to be a good place for me to find nicely fitted clothes, is no longer.
I can no longer shop here, even for shorts,or short sleeve shirts, as if they can't make the effort for tall people, I cannot ship here.
As well their tee shirts don't seem to last as long anymore either

Dreadful service. Ordered an item online three weeks ago and still no idea where it is. “Support” responds to emails with a pat on the head but still no item. Can’t contact them by phone. I’ll be calling my visa company to reverse charges.

Fradulent Company
I bought 5 items online, i receive an email an hour after confirmation email and credit card was charged stating 4 of the 5 items were not available. No refund, no customer service follow up. Money was stolen. I have been a loyal customer for the last 8 years, quality and service are now unrecognizable and at this point criminal. I urge you not to waste your time and money with this company. There are many others to choose from.

Just awful customer service on my online order. Purchased 3 items on Nov.14, with estimated shipping by Nov. 29. On Nov. 29 my order was still 'processing' so I emailed customer service to inquire on a new estimated shipping date. They told me they would 'look into it'. Apparently that's the standard response because it's what they reply to any message I've sent to matter what my question may be. They finally shipped the order in 2 shipments with 2 tracking numbers. On Dec. 3 one of the shipments arrived. I checked the tracking to find out when the other shipment was scheduled to arrive only to find out the tracking had been changed to a single shipment for all 3 items. However the shipment I received contained just a single item. I emailed customer service again with a new inquiry on Dec. 3. They replied that they would 'look into it'. Now it's Dec. 20 and despite repeated emails prompting them for updates and to ship the missing items or refund me, they just keep replying that they will 'look into it'. Now I'm concerned they won't refund me or ship the missing items. Oh and of course they charged me the full amount up front on the whole order. I guess it's time to dispute the charge with the credit card company? Do yourself a favor and shop somewhere else.

The sizing is absolutely off, I'm a medium in the real world in almost everything. At kit and ace I was a small last year. Now the same exact garmet is 2 inches longer and I need a xs! Don't order online because it's gonna cause a waste of time to return it. Also the 3 pack shirts are super thing now and totally different than the individual ones. Different material, see through yet same name.

Another disappointing experience with Kit and Ace. I placed an online order during their Black Friday sale. A week later, after accepting my order and taking my money, they notified me that my order was cancelled because they didn't have enough stock. They should not have accepted the order if they couldn't fulfill the order due to no stock. The entire shopping experience is terrible customer service, from placing the order to finding out a week later they couldn't fulfill it after having my money for a week. I'm reporting Kit and Ace to the Better Business Bureau. They will never see another penny from me, and I am sharing my experience online to warn others of their shady business practices.

Good quality fabrics (mostly) but idiotic customer service!

I used a giftcard of $30 and my credit card for the balance for 2 shirts. I returned one. They refunded me for the shirt and refunded the gift card. The point was to use the gift card on the shirt I kept, not pay full price for it and get another gift card for a future purchase. How difficult is this logic? It took several days for them to get their act together and refund my credit card for the proper amount and understand that i didn’t want to pay full price when I had a gift card. What idiots.

The fact that this store only has at most 3 stars review should tell you something. After this experience I now always review the store rating before I buy to make sure I have a good experience. Lucky I was able to get a refund after emailing in for it. But the store manager some girl was extremely rude and tried to say I washed my cloths when I didn’t. Like really… I literally showed her a comparison of the same pair of shorts and there was no difference but she insisted that I washed it and wouldn’t refund. After a complaint to their support email I was able to but what a hassle just to get my money back to buy another size.

Store management is a complete mess. None of the employees respected the Toronto manager she still works there and is one of those Karen’s who thinks because she’s younger than 40 everything she saids is forgiven. Had it out for black employees or anyone of colour, and skdaddled for a promotion when her store was suffering.

The management team is worst. They will sell you out, no sense of team work and everyone is at each others necks for a pay raise or to work at head office. Everyone they employed they sold them a story you can work at their new store or head office it’s just a ploy to say yes to your contract. One of my team members didn’t matter she was management would never lend a helping hand and just stay downstairs doing what no one knew. There’s no discipline in the store and everyone gangs up one another, uses lingo newbies don’t know, and force toxic positivity to avoid accountability. They bring up weird and offensive political discussions on race and immigration while customers are around.

Employee training doesn’t exist you get it from a nepo baby who doesn’t know anything about sales or management and because he looks the part. When I was there was thankfully a short time everyone is jumping like monkies, and will trust customers over their own employees.

Also they act like their discount is so precious their clothes are ugly like no one cares about it. The fact is their clothes are overpriced and customers will beg and return clothes all the time, but they are a Karen store so instead of just pricing properly they just say all these stories and cheap out where they can.

When I was hired I was literally told “they were desperate to hire me” and I can’t leave, and made the schedule prior to me signing my contract.

Honestly your better of literally doing anything else this moment was a waste of time, and energy. This job ruined my mental health, and I was bullied out.

They attempt to scam me. I am loyal customer for years, I made an order and they ran out of stock for two of the items. Instead of letting me know and changing the charge they just shipped the package without two items. When I called them out for it they then proceeded to admit that they were out of stock and only now would they refund that charge, along with a giving me a word salad apology without addressing the issue at all. I have ordered from here upwards of 10-15 times over the past 4 years too. Very dissappointed at the shady attempts to charge me for products they cannot provide, particualy given my loyalty as a customer.

Don't buy stuff on deal from this store - they won't let you return it for a refund - only a gift card - your money is theirs for life even if you don't like the product. None of this is clear it's in the fine print and then they make you feel like you committed a crime because you chose to buy their product on sale and it's somehow your responsibility to know they won't give you a refund because you are cheap and bought it on sale (nevermind they heavily marketed you to come buy on sale without mentioning that little fact).

Bad customer service. Ordered a shirt it was as long as a dress, basically sold a useless product on clearance. Yet it still cost a fair amount for a t-shirt. No return and no exchange offered, just "we'll will pass feedback onto design team"

I like the clothes a lot but this isn't the attitude of a winning store. Also one time I was in the store and the clerk wouldn't honor the promotion on the was as it was stated. I over paid for the items.

Be more professional or you will shut down.

Clothes are good quality but fit poorly. If you read reviews of their products, they change the fit often so what you get is often different than what is presented on the website.

Customer support is responsive but useless. I couldn’t return a brand new pair of pants I bought the previous day that were unworn, still had the hang tag, etc. because I had unpinned the stupid cardboard tag and threw it out. All support did was point to their return policy which says you need the cardboard card tag, and I didn’t feel like fishing through the trash so now I’m stuck with a pair of expensive pants I’ll never wear. Is it really worth pissing off a customer over a silly nuance like this?

I’m a loyal repeat buyer to great brands that treat their customers good (reigning champ, Hugo boss, ASRV, etc) and my bad for expecting Kit and Ace to have a similar customer service. This is just a crappy little company I’d recommend staying away from. There are so many better apparel companies out there.

Horrible experience. Very shady company and very poor customer service. No way to cancel an order even two minutes after it was placed. Store owners can't contact website, say its a separate company! Website misleading and no way to contact anyone to talk to after order is placed. Will not buy again: very untrustworthy.

I bought the travel sweater. It’s fine, but not really soft or cozy. It is very long, though. So, when they emailed, asking for a review, I said a couple of nice things and I also said that I won’t wear it for travel because it’s longer than any coat I’ll wear for travel, and additionally the tail will likely get dipped in a toilet sometime during the travel day. Then, they ask if you would recommend the item with a yes/no toggle. Because my answer wasn’t exactly No, I clicked Yes and submitted my review.
When I went to look at my review online, my critical comments had been removed and only the positives remained. It looks like I love the sweater, when in fact I’m only keeping it because it looks like a bit of trouble to return it.