False Replacement Claims and Poor Customer Support Experience
On May 29, 2025, I ordered the Kendall Sweater from Naked Cashmere (final sale). Upon arrival, the item was defective with a hole near the neckline. I contacted customer service, and their representative offered three resolution options: a refund, exchange, or store credit. I chose a refund, but they went back on their word and processed a replacement without my consent. Despite my repeated efforts to clarify and resolve the issue, they refused accountability and insisted that a replacement was the only option. I returned the sweater as instructed—only to receive the same defective item mailed back to me. I contacted them again, and they offered a second exchange as a “final courtesy” but still took no responsibility for either the original defect or the warehouse error. I returned the item a second time and included a letter in the package requesting proper handling to avoid repeating the mistake. When I followed up, I was told the matter was “closed” and that two replacements had already been sent—a claim that is false. They never provided tracking or confirmation of a second shipment. When I presented email evidence, return tracking, and photos, they continued to deflect and refused to address the issue further. What’s most concerning is their gaslighting response and refusal to acknowledge clear documentation. My first purchase was positive, but this experience has exposed serious issues with quality control, transparency, and customer service—completely unacceptable for a brand that claims to offer luxury goods.
By Elizabeth