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  • Horrible customer service! I went in today to return a NEW carry-on suitcase that I had gotten from here, with the receipt and tags. Imana (or however you spell her name since I had to ask for her name and there was no name tag) was beyond rude, unprofessional and b*tchy. She asked us if we could read english and that on the receipt it says that it's 90 days to make a return. I told her, yes, I've read it and it says "100% satisfaction guaranteed" and I'm okay with store credit so I will get something else in the store. She then again said, do you know how to read the receipt. I then told her that it's new, the design is flawed since it keeps tipping and falling over once there's items in the carry on. She did not want to listen. After feeling the frustration building up I asked her plainly, " are you going to help me with this return? " She said no. I grabbed my carry-on, receipt and asked for her name. I did not go in there to be insulted and made upset. I have been buying Kipling things for over a decade and this is how they treat their customers? The people that are paying their bills and giving them a reason to exist. I went onto their website on my phone and called the 866 number provided, however that number was just for online orders, so the lady on the phone gave me the customer relations number. I called and filed my complaint, however it was routed to Nautica instead of Kipling. Nautica's store manager actually called me right away to find out what was going on. I politely told her that it wasn't their store. I have been managing in the retail and food and bev industry for almost two decades now and customer service is vital for any business to survive. This experience was absolutely despicable. If one of my employees treated anyone let alone a customer like how I was treated today, they would be suspended or even terminated. That is not how to conduct business and represent a company.
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