Many shoppers describe recurring product issues and return or refund requests that never get resolved. Reviews also mention shipping mistakes, cancellations, and slow replies from support. A smaller number report fast delivery and well-made bags. Several reviewers say these experiences left them unsure about order handling and how responsive the site is.
Examples from available reviews (Dec 2021 โ Mar 2026).
Bag handles peeled after light use and customer service didn't respond.
“the leather handles have completely peeled amd frayed.”
Received wrong item and no one answered after a month.
“Wrong item after a month nobody answe”
Customer received bag quickly and praised responsive customer service.
“Just received my beautiful bag, thank you so much I did contact customer service asking for tracking and they replied very fast”
Bags have amazing materials, stylish and practical.
“Amazing materials of the bags are stylish and practical”
Customers often say they returned items but did not get refunds on time, and some refunds did not include return shipping. Others report deliveries with missing accessories, the wrong item, or extra security tags still attached. A few mention helpful or responsive service, but those comments are rare.
Several buyers report quick wear and material failures after little use, which hurts the sense of value. Some also mention paying shipping charges or receiving reduced refunds, further lowering value for money. Positive notes about durable, stylish bags appear only occasionally.
Reviewers describe orders being cancelled after payment, tracking that shows a shipment but nothing arrives, and long waits before items ship. Some mention automated or slow replies and say they were advised to dispute charges with their bank. One person reports easy ordering and fast delivery, but that view is uncommon.
Reported defects include peeling leather handles, holes after a few wears, loose rhinestones, shoe interiors splitting, and broken handles. At least one customer says they received an inauthentic item. A small number of reviewers praise the materials and design of the bags.
Many customers say support does not respond, emails go unanswered, and replies are generic and automated. Several describe slow escalations and different refund answers depending on who they contact. A few mention timely help and assistance with tracking, but those reports are infrequent.
Ratings show a clear split, with many low scores and a smaller set of high-rated purchases. Some reviews point to trust problems tied to unresolved refunds, cancelled orders, and one claim of exposed customer data. Others still report smooth delivery and good product quality, leaving sharply mixed experiences.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) ยท Collected.reviews (1) ยท Quotes shortened ยท As of: March 2026
Customer service is poor and product quality is disappointing.
“they donโt know how to handle customers”
Received wrong item and no one answered after a month.
“Wrong item after a month nobody answe”
Returned wrong-sized item but was charged return shipping despite assurances.
“I got the refund for the item WITH THE RETURN SHIPPING FEE TAKE OFF.”
Handbag missing promised dustbag and company refused resolution.
“Item came with missing dustbag for storage.”
Puffer jacket arrived late and looked very poor quality.
“Arrived after 2 weeks from the Netherlands and looks like something a homeless person would wear”
Bag handles peeled after light use and customer service didn't respond.
“the leather handles have completely peeled amd frayed.”
Cardigan developed holes after two wears and store refused refund.
“After wearing it only twice, multiple holes appeared.”
Wrong watch sent and customer service was unhelpful; refund delayed.
“They send me the wrong one.”
Multiple order cancellations and unresponsive customer service led to distrust.
“Sorry, your order has been cancelled.”
Company refused to change shipping address and denied refund.
“they refused to update it and also denied a refund.”
Dress shown in stock was backordered, causing cancellation and disappointment.
“it also says the dress is in stock , online and still says so.”
Defective product and returned item but refund not processed.
“Despite my DHL tracking confirming Karl Lagerfeld is in receipt of the returned bag they are still not actioning my refund.”
Customer told to wait for delivery and dispute via credit card instead of updating address.
“told me I had to wait till delivered and do a dispute on my credit card.”
Shoes peeled inside after one wear and quality disappointed.
“after just one wear the shoes are peeling from the inside.”
Missing socks required investigation and refund delayed unnecessarily.
“the socks were not in with the order”
Rhinestones fell off after first wash and customer service offered no local solution.
“the rhinestones have come off.”
Customer received bag quickly and praised responsive customer service.
“Just received my beautiful bag, thank you so much I did contact customer service asking for tracking and they replied very fast”
Orders delayed and customer service was unresponsive until prompted.
“it isn't shipped out for a VERY LONG TIME.”
Support responded slowly with generic automated replies and no accountability.
“generic care guide โ with a disclaimer and no responsibility taken.”
Duplicate order wasn't cancelled and refund was shorted.
“but they still shorted me $15 on the refund.”
Handbag arrived with security tag and customer service refused solution.
“security tag was still attached”
Reviewer warns the site is not official and calls it a scam.
“this is not the official karl.com, beware of that site, this is a scam”
Cardigan missing from order and customer service initially ignored emails.
“I only received the 3 shirts in 2 orders.”
Purchased bag never arrived and company did not respond.
“I purchased a bag, and never received it.”
Received a different, inauthentic cap and warns others to avoid site.
“the product arrived was fake and not authentic.”
Order never shipped and company didn't respond to messages.
“They neither send my bag nor respond to my messages.”
Only one of two ordered items arrived and refund not processed.
“I've ordered 2 items and only received 1.”
Order canceled after payment and refund delayed, forcing bank dispute.
“they took my money and after taking it I get an email that the bag was in back order”
Order canceled but shipping fee charged and no refund.
“They cancelled and charged shipping fee.”
Item canceled, refund was less than paid and customer service inconsistent.
“received refund which is less than what I paid for.”
Refund delayed and customer service fails to escalate or respond.
“I will escalate this up to management and they should respond in 3-5 days”
Refund delayed 25 days and staff unresponsive in Dubai Hills Mall.
“It has been 25 days and tell now they did not return my money back”
Bags have amazing materials, stylish and practical.
“Amazing materials of the bags are stylish and practical”
Website canceled orders without explanation and exposed other customers' data.
“it showed information like their mailing address and minor card information.”
Reviewer dislikes post-Karl designs, sees more logo-heavy streetwear.
“Instead urban kind of streetwear with logos and logos and logos all over!”
Wrong item sent and customer forced to pay return or priority delivery fees.
“They sent me wrong item and they refused to replace it”
Orders delayed, poor packaging, and unhelpful customer service.
“card holder I purchased was delivered without a branded box”
Bag handles broke within six months and customer service ignored issue.
“within just six months the handles were already breaking.”
Two t-shirts ordered months ago never arrived and customer service didn't reply.
“I still did not receive my order.”
Items marked shipped never delivered and customer service didn't resolve.
“7 items were reported as shipped in the tracking information, but never delivered.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Karl Lagerfeld is a fashion brand selling ready-to-wear clothing, handbags, shoes, and accessories. It offers collections through its own e-commerce site as well as retail partners and department stores. Categories include womenswear, menswear, leather goods, and lifestyle accessories. The official website includes brand details, store locators, and online shopping.