KELLY OBI NYReviews of kellyobi.com

Response from KELLY OBI NY· Aug 1, 2024

Hey Lola! Thanks for the heads-up! Sorry to hear the outfits didn't hit the mark for you. We totally get that everyone has different tastes, and we want to make sure you're happy with your purchase. Good news! Our return process is super easy. We offer a 14-day return policy for products ordered and returned due to buyer's remorse. You have three options: exchange it, get a refund to your original payment method, or get a refund as store credit (and we'll throw in an extra $20 as a thank you for giving us another shot). To kick off your return, just head over to our returns portal: Kelly Obi Returns: https://kellyobi.com/a/return. We'll email you the return label and your RMA to the inbox linked to your order. Thanks for giving us a try, and we hope to make it right for you!

Response from KELLY OBI NY· Aug 1, 2024

Hey there, LaTasha! We just wanted to say a massive sorry for getting back to you so late—we’ve only just claimed our account here on TrustPilot. Your support has been fantastic, and it pains us to see you disappointed. The recent severe weather conditions have indeed affected our shipping and delivery times with USPS on your last order with us back in May and June. Normally, as with your previous three orders, our delivery process, including order handling, takes just 2-3 weeks. We’re eager to regain your trust and would love to make things right. If you're willing, please get in touch with us so we can extend a gesture of goodwill to you. Thank you so much for choosing us, LaTasha!

Response from KELLY OBI NY· Aug 1, 2024

Hawatha! I know our reply to your review is way overdue (apologies, we only just claimed this account here on TrustPilot) but big thanks for throwing caution to the wind and giving us a shot. Stars in our eyes and a big grin on our faces - that's what your review did to us around here. Massive thanks for shining a positive light on Kelly Obi. Your experience bolsters our belief that fashion should be unique, not uniform. It’s customers like you who make our job a joy and not just a job. We looked you up in our system and found 9 orders from you since last year! Oh, we're just so glad to hear that our designs are adding some extra flair to your wardrobe. Here's to continuing to exceed your expectations and to more 'surprise and delight' moments! Thank you for the love, Hawatha! 🙌🏽🧡

Response from KELLY OBI NY· Aug 1, 2024

Oh, we totally get your concern, Alison. It sure does suck to see the not-so-nice reviews about our brand being a scam and all that. Blessedly, we have tons (and by tons, we mean thousands) of orders every month since our genesis from customers who are quietly happy about their purchase but loud and bold in their donning our collection, and with that, our hearts are mended. Thank you so much for giving us a chance despite your worries. We're thrilled to hear that your experience was positive and that you love your dress! Your kind words about our communication and the quality of our products mean the world to us. We're always here to ensure our customers are happy and satisfied. If you ever need anything or have more feedback, feel free to reach out. Enjoy rocking your new dress, Alison!🧡🙌🏽

Response from KELLY OBI NY· Aug 1, 2024

Hey Seonaid, hi there! Massive sorry for the super late reply. We just got control of this TrustPilot account a few days ago, and since we didn't create it ourselves, we couldn't reply to you right away. So, we’re only just catching up—thanks for your patience! First off, we’re really sorry about the confusion regarding our Returns Process and Policy. Apologies too for giving you the impression that our return policy is shady. Let’s clear things up: we do not offer a refund in store credit that’s double the price of the item being returned. Here’s how our returns work: (1) Exchange; (2) Refund to the original payment method; (3) Refund to store credit + $20 worth of credits (not half the price of the item) For refunds to the original payment method, if you’re returning an item because it was damaged or you received the wrong item, the return labels are absolutely free. However, for returns due to reasons like 'does not fit' or 'change of mind,' we do charge a shipping fee calculated based on the weight of your package and your location. Looking at your RMA, I see that a refund to your original payment method was issued earlier today. Depending on your bank, the refund should post to your account instantly or may take 3-5 banking days. We hope this clears things up and again, we’re really sorry for the inconvenience you experienced. Thanks for your feedback—it helps us improve!🧡🙌🏽🫶🏽

Response from KELLY OBI NY· Aug 1, 2024

Hey Tandi. So sorry to hear about the issue with your order. We totally didn’t mean to cause you so much inconvenience. We did some sleuthing in our system, and you’re right—your order was delivered on 4/3 via USPS. We also found our correspondence with you, including our reply to your inquiry about the status of your order with the tracking details. This reply might have ended up in your spam or promotions inbox, which happens more often than we’d like. Just so you know, the updates you see on your package’s whereabouts are managed by our partner couriers. Sometimes, they have trouble delivering packages and updating a package’s location in real-time due to extreme weather conditions or other transit issues, even if it's moving within their network. Unfortunately, it seems your package got caught in one of those delays. We’re truly sorry this happened to your order. It’s really sad to hear that this not-so-pleasant experience has made you decide not to use us again. However, if you ever change your mind, we’ll make sure to make it right by you and work hard to give you the best possible Kelly Obi experience. Oh, and sorry for the super late reply. We just got control of this TrustPilot account a few days ago, so we’re catching up—thanks for your patience!🫶🏽🧡🙌🏽

Response from KELLY OBI NY· Aug 1, 2024

Hey Felice. Wow, we really appreciate you sharing your thoughts with us. First things first, we’re really sorry to hear about your experience. We only just got control of this TrustPilot account a couple of days ago, so we’re a bit late to the party—apologies for that! As for the "shady shop" label, it’s a real heartbreaker for us. We’re not shady, just occasionally a bit overwhelmed—but we’re always working hard to ensure our customers have a smooth experience. We know those auto-generated messages can feel like a crock sometimes—they’re meant to let you know we got your message and that help is on the way, even if it’s a bit delayed. Our average response time is 12-24 business hours (excluding weekends and holidays, of course). As for returns and refunds, we’ve got you covered. If there had been an issue with your putting in your return request of your order from months ago via our Returns Portal on our website, please reach out to us directly and open a ticket case at [email protected] with your order number or RMA. If you don’t have these handy, just include your shipping address and full name, and we’ll spring into action to sort things out for you. We appreciate your patience and hope you’ll give us another shot in the future. We’re here to help and ensure you have a positive experience with us moving forward, Felice. 🫶🏽🧡🙌🏽

Response from KELLY OBI NY· Aug 1, 2024

Hey there. Thank you so much for sharing your candid feedback! First off, apologies for only just replying to your review—just so you know, we didn't create this TrustPilot account. We only just got control of it a couple of days back. We're sincerely sorry that our auto-replies didn't serve their purpose. They were supposed to make sure everyone knows we received their messages and that help is on its way—albeit, with a delay. We want to let you know that we work our way through the queue as fast as humanly possible. Our average response time is 12-24 business hours (excluding hours outside business operations from 10 AM to 5 PM EST, Mondays to Fridays). As for our order status updates, there may be a possibility that these email notifications took a detour to your spam or promotions inbox—it happens more often than we'd like. That's why we've made sure to have an order tracking page available on our website where you can just pop in your order number and the email address linked to it. Here’s the link to our order tracking page: https://kellyobi.com/apps/tracktor/track. We genuinely appreciate your patience and understanding. It’s definitely not the experience we aim to provide, and we're working hard to improve our communication and service. Also, just to be transparent, the updates you see on your package’s whereabouts are managed by our partner couriers. Sometimes, they might have trouble scanning and updating a package's location in real-time, even if it's moving within their distribution network. If your order from months ago still hasn't reached you, please let us know by opening a ticket through our Customer Care inbox at [email protected]. Be sure to include your order number. If you don’t have it handy, just provide your shipping address and complete name, and we’ll pull up your order from our system and issue a full refund. We’re here to help and ensure you have a positive experience with us moving forward. Thanks again for your feedback—it helps us get better! 🫶🏽🧡