Kipling

We love the brand but the customer service at this location needs to have some aloha spirit and none of that high nose attitude. We came in and bought three bags from this place and the female working gave me such a bad vibe as soon as we walked in. The two male employees were very friendly and helpful. The female must have had a bad day because she snapped at the male employee who was helping us and who was telling us about the sale they are having and she just started to shake her head while counting money at there cash register and saying No! And then corrected the male employee and said to him «You should know this by now.» As a manager you don’t want to make your employees look bad because it makes the company look bad as well and you don’t want your customers to feel uneasy. Maybe she should go over everything or have it written down so it’s easier for the staff to remember. She also did not apply the additional 20% off coupon that was given at the entrance of the shop on two of three items. We contacted the shop and the female will do a price adjustment with just the receipt. Hopefully the next time we go we won’t have that uneasy feeling.

Cyndy’s Bottom Line: Good selection of Kipling.
There is a good selection of items.
There were sales on practically everything in the store.
I wish they had the sale when I bought my wheeled back pack.
The sales associates will let you know on all the sales and merchandise.

I love Kipling products, but the customer service is terrible. I had purchased a set where if you buy 4 selected items, you’d receive 15% off purchase. I got 3 items in the same print and the 4^th in a different print as they didn’t have the matching print. After a week, I decided I just didn’t want the 4^th item as it didn’t match my set and it just wasn’t that cute.
I went within 7 days and they had an even better sale. The new sale was purchase 3 eligible items and receive 20% off. Well, I thought I could get a price adjustment. Even better!
Well, according to the manager, in order to do a price adjustment, you need to bring all the items back, return and repurchase. EVERY PRICE ADJUSTMENT I’VE DONE AT OTHER RETAILERS ONLY DID IT BASED ON THE RECEIPT. Their procedures for price adjustments are a little off. Needless to say I was annoyed that I couldn’t get a price adjustment without my items and I had already cut the tags off 2 of the items.
I then asked to return the 4^th, non-​matching item from the set I purchased since I didn’t the style and the fact that it didn’t match the rest of my items and she told me since I bought it in a set, and it was a promotion, the rest of the 3 items would go back to regular price. I got even more irritated. So I decided to keep the 4^th item and bring back all 4 items and return n repurchase them at the lower price.
I left the store and called Ala Moana to see if their policy was the same. The manager at that location explained every location has their own policy and if I were to go to their location, she would do the price adjustment based on the receipt. So, I then when back to the Waikele store and told the manager I was going to return my item and that Ala Moana said they’d price adjust my receipt for me. The manager was not very friendly at this point and basically snubbed me.
Funny thing is to return this item, she said she had to return all my items, as the system didn’t allow her to return just the 1 item since they were purchased in a «set». This would make sense to me if it was rung up as 1, but they were all rung up individually. Makes absolutely no sense. So she manually entered the other 3 items in my receipt as a return and then re-​entered them manually as a purchase at regular price. If she had to do all this for the return, why couldn’t she do this to price adjust? They don’t seem to value customer service here.
Ala moana customer service much better. For now, I think I have enough Kipling products and won’t be purchasing this brand for awhile if ever again.