Knickerbocker

Hailey is great A hidden gem in soho fashion store with a unique book store inside … make you think about movie you got mail … make you think about movie Romain holiday … when Hailey becomes a star, pls remember me as psychic predict so as she shines spirit of Audrey Hepburn

I initially gave this company a 5-star rating over a year ago, but my recent experiences have been very disappointing so I'm updating it. In the past few orders, I've waited over two weeks after purchase, and my order was still "processing" with no shipment updates. I tried contacting customer service online and waited several days for a response. Even after finally receiving a reply, I had to wait an unusually long time for my items to arrive. Their online customer service is very poor, it is clearly an after-thought in their business. There seems to be a significant delay in shipping orders that has been consistent for a year with no explanation. I'm currently waiting on an order with no response from customer service, and it's been two weeks with zero updates, and over a day with no reply to my messages online.

I ordered a hat and shirt online. Shirt is great. Unfortunately, i received the wrong hat. It happens. But it doesn't fit and i really do not like it so much (for me). So I initiated an exchange online. It was accepted. But I have yet to receive a return shipping label after 2+ weeks. Cannot get a response from Knickerbocker. ....I've since heard back from and they have kindly remedied the situation. All good. Also, there was an oversight on my end, not seeing the return label which was buried in my emails. Appreciate the prompt contact and customer support. Quality products. Will def shop again . Jim

I like their clothing a lot. Have a couple things from them but the customer service is beyond awful. Requested return on a item within the 5 day window that I hated on myself and have still yet to hear back even when contacting them a couple of times for the return. It's been almost a month at this point. Still waiting.... Only buy if you're entirely confident otherwise they you will be stuck with it because they won't even follow their own policies.

The guys in the store are awesome and their products are solid, but their online customer service (whether via email or chat on website) is horrendous. I've ordered twice from Knickerbocker, both times I had bad experiences. The first time I had to visit the store in NYC to simply return an item because the online customer service couldn't understand a simple return request. The second time I ordered an item, I didn't hear from them for over a week and then they cancelled my order with no explanation. Books at the back of the store are neat, but keep an eye out for 2-4x markups.

I saw some items go on sale online and decided to scoop a few to try. There was no indication ANYWHERE on the online shopping experience about final sale: not on the homepage, on the items, at checkout, or on the receipt. After making a purchase, I was enrolled on their e-list and started seeing notices of a final factory sale, but it was unclear to me if my purchases were part of this. When I picked up my items at the store, the staff were polite but said “it’s final sale no exceptions”. I tried to reach out to customer service online and had difficulty reaching someone. I don’t think they’re trying to scam people, it’s probably just sloppy execution, but I should not pay the price of their mistakes. As for the garments, they’re constructed well but rigid. Pullovers that were well within my measurements were difficult to get on because the waist of the top couldn’t fit over my shoulders. At these prices you could go to ALD and fulfill a similar style, or frankly one of many basics stores would get you 90% of the way there at 30% or the price. Staff gets a star for being helpful, but they lost this first-time customer.

I love the clothes that Knickerbocker makes, but their customer service is terrible. There’s no way to give feedback or get a response from the team other than leaving a review, it seems. I used to work for a small clothing company too (running production, customer service, shipping, packaging all by myself). I get it’s hard to catch up from a sale, but no communication whatsoever is not excusable. I really love the clothing they make and the quality is nice, but the experience is subpar. It’s been nearly 4 weeks since I ordered without shipment and I’ve reached out multiple times to customer service with no response. I asked to cancel my order and then 1/2 of my order ships. Then, customer service tells me my order will be refunded even if they end up sending it.

I ordered their Fracap suede boots two weeks ago because I heard great things about them and the brand. Unfortunately, I had to follow-up twice to get any meaningful correspondence from them due to an extended delay in the delivery. Turns out there was a mistake in their inventory system that wasn’t reflected on their site at the time of purchase, and there wasn’t any initiative to communicate this to me before I reached out. I ultimately got a refund but I found the overall experience disappointing.