Reviews frequently praise the soft cashmere and mention several cases of quick, helpful service. A larger group of complaints points to silent support, late deliveries, and bot-style replies. Customers also describe inconsistent sizing and mismatched fabric descriptions from one purchase to the next. Several shoppers cite surprise fees and disputes over refunds.
Examples from available reviews (Oct 2025 – Mar 2026).
Gifted Naadam sweaters are luxurious, high-quality, and versatile.
“The quality is AMAZING and just straight luxurious!”
Received wrong size but customer service promptly arranged an easy exchange.
“It was so easy!”
Delayed holiday orders, unhelpful communications, and extra postage burdens.
“Would give zero stars if I could”
No email or phone response; received voucher instead of refund.
“Stuck with $300 voucher instead of refund even though item was returned as per their policy.”
Service feedback is split between fast, hands-on help and frustrating return hurdles. Several reviewers say staff arranged exchanges and fixed defects quickly. Just as many describe slow or combative support and refunds that stayed pending.
Some customers say the pricing feels fair for cashmere and mention occasional free-shipping deals. Repeated complaints point to prices dropping after purchase, restock or return fees, and expensive shipping or returns. A few reviewers report fees being reversed or coupons offered after they complained.
Fit and sizing vary a lot between items, leaving some buyers with poor fits and unwearable pieces. Several reviews mention items arriving too small or with unexpected cuts and sleeve lengths. Others say different purchases fit reliably and true to size.
Reviews split between raves about soft, luxurious cashmere and reports of thin, rough, or see-through fabric. Several reviewers say the weight or construction differs from earlier purchases. Positive comments also mention steady color, fit, and durability in other items.
The most common complaints focus on customer service going quiet, chatbot-style responses, and no phone option. Many reviews describe shipping delays with no updates and holiday orders handed to carriers late. A smaller set reports professional escalation and clear, timely follow-up.
Ratings are sharply split between five-star praise for product quality and one-star complaints about shipping, communication, and refunds. This divide shows up across product, service, and delivery experiences. Outcomes range from quick fixes to long, unresolved back-and-forth.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · Quotes shortened · As of: March 2026
Beautiful, well-priced products with excellent basic cashmere and quick service.
“Naadam has a beautiful, well priced range of products.”
Disappointed by thinner cashmere, skimpy cut, and short sleeves.
“The cashmere is also extremely thin and not a lux item at all - very Ross.”
Cannot reach customer service to arrange an exchange; no phone number available.
“I have emailed their customer service address numerous times to no avail.”
Item is too small and unusable despite being costly.
“It's too small!!!”
Price dropped after purchase; company refused adjustment and charged return fees.
“I was politely complimented on the fact that I reached out but price adjustment was refused.”
Customer service and logistics were horrible; product quality declined.
“Horrible customer service and logistics.”
Order was delivered late for Christmas; apology sent and coupon later honored.
“Madam was dreadfully late fulfilling an order for Xmas that I placed in mid November.”
Unable to get a response after multiple exchange attempts; no phone support.
“Cannot get a response after 3 attempts to exchange product.”
No email or phone response; received voucher instead of refund.
“Stuck with $300 voucher instead of refund even though item was returned as per their policy.”
Late shipping with evasive language, AI replies, and average product.
“AI used liberally, expressing understanding of my “frustration”.”
Order extremely delayed with bot replies and no human contact.
“There is no human being to contact.”
Delayed holiday orders, unhelpful communications, and extra postage burdens.
“Would give zero stars if I could”
Charged for undelivered items and unable to reach customer service for refund.
“The customer service at Naadam is non-existent.”
Order delayed beyond promised delivery window without updates.
“status is still “being prepared””
International order showed shipped but never arrived and customer service went dark.
“contacted customer service who then did the worst thing customer service can do, went dark”
Late shipment to FedEx caused missed holiday delivery and poor customer service.
“NAADAM didn’t give the package info to fedex until 12/22.”
Product quality and sizing changed negatively, and shipping delayed.
“Naadam has completely changed the wool quality, sizing and they have ruined their product.”
Waited weeks for sweater with only chatbot replies and no human contact.
“There is no telephone number and the emails are responded to by chat bots.”
Black Friday order lacked shipping updates and customer service stopped responding.
“No update on ship date and customer service has gone dark”
Order unshipped with no phone support and unresponsive customer service.
“customer service has no phone number & even after 5-6 emails they still haven't shipped order.”
Positive shopping experience with great service and good prices.
“Great company. Great service.”
Repeat buyer impressed by sweater color, quality, and shipping communication.
“I am consistently impressed by the color and the quality.”
Received wrong size but customer service promptly arranged an easy exchange.
“It was so easy!”
Return process was combative and complicated, preventing exchanges.
“Return process is unnecessarily combative and complicated.”
Return was easy and customer-focused; positive repeat online experience.
“The ease of making the return was terrific.”
First purchase found poor fabric quality and unhelpful customer service.
“The fabric is rough, and nearly transparent.”
Gifted Naadam sweaters are luxurious, high-quality, and versatile.
“The quality is AMAZING and just straight luxurious!”
Strong praise for product style and responsive customer service delivering on time.
“Naadams customer care team monitored my shipment and got it to me in time!”
High shipping and return costs combined with poor sizing made shopping risky.
“It cost 9.50 to originally ship it, and $12.75 to ship it back.”
Naadam allowed a one-time exchange despite final sale, providing good service.
“Naadam graciously allowed a one time only exchange for the correct size.”
Company resolved sewing defect quickly and flexibly to satisfaction.
“Went out of their way to rectify a faulty product.”
Sizing varies widely between Naadam products, causing fit inconsistencies.
“So be careful with the sizing from Naadam.”
Customer support escalated appropriately and responded professionally and timely.
“The second contact reached out to me immediately and followed up in a timely manner.”
Received sweaters unlike website photos and faced restock fee with poor service.
“I have to pay $12 for a restock fee.”
Excellent product quality and exceptional, proactive customer service.
“They continuously went above and beyond to make sure I was happy”
Return delivered but refund not received for over a month, requiring dispute.
“It's been over 1 month and still haven't received a credit.”
Longtime customer praises fit, product, and prompt customer service.
“everything fits perfectly and true to size (XXL).”
Praises Naadam's cashmere quality and respectful supply chain practices.
“NAADAM is the finest quality!”
Reviewer thanks Naadam for great customer service.
“Great customer service!”
Advertised free shipping included an unexpected nearly $5 fee, later removed.
“an additional fee of nearly $5 was added for safe shipping.”
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.
On its website, Naadam says it designs and sells cashmere knitwear and related apparel online and through retail partners. The brand lists sweaters, cardigans, scarves, and accessories for men and women. Naadam says it sources raw cashmere from herders in Mongolia and turns the yarn into finished garments. The site also includes size charts, care instructions, and international shipping options.