These reviews show a mix of isolated positive product experiences and frequent operational problems. Positive entries note quick confirmations, rapid delivery and satisfactory materials for items like bags and shoes. However a larger share report order non‑fulfilment, delayed or missing refunds, wrong or security‑tagged items, website or tracking errors, and unresponsive customer service. If you consider buying from the online store, document order confirmations and tracking, use payment protections or a card dispute if needed, and weigh purchasing from verified retail partners or physical stores where available.
Examples from available reviews (Dec 2021 – Feb 2026).
Easy online ordering, fast delivery, and an exquisite pair of shoes.
“It was simple to browse and place a purchase on the internet.”
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.”
Received a different, inauthentic cap and warns others to avoid site.
“the product arrived was fake and not authentic.”
Most reviews describe slow or absent order handling, repeated escalation requests, and inconsistent or unhelpful support responses.
Many reviewers report missing items, withheld or shorted refunds, unexpected shipping charges and perceived financial losses.
Site navigation is sometimes praised, but several reviews report order errors, portal bugs and confusing tracking or checkout flows.
Some customers praise materials and style; others report damaged, incorrect or allegedly non‑authentic items and other quality faults.
Numerous complaints cite unresponsive customer service, delayed replies, automated or generic responses and poor follow‑up on issues.
Overall sentiment in these reviews is largely negative, driven by unfulfilled orders, delayed refunds and unresolved support cases.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Collected.reviews (1) · Quotes shortened · As of: February 2026
Customer service is poor and product quality is disappointing.
“they don’t 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 — 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 global fashion label founded around the work and name of designer Karl Lagerfeld. The brand and its diffusion lines offer ready-to-wear, leather goods, handbags, footwear and accessories and operate through an e-commerce storefront alongside retail partners. People researching Karl Lagerfeld commonly look for product materials, authenticity, shipping policies, and customer service performance when buying bags, shoes or jackets online.