Returns updates: Good customer service at Kit & Ace

Hi, all -- I've been scarce here due to heavier than usual workload. But I wanted to update you on a nice returns moment. 

Remember the Kit & Ace returns I needed to make? One was final sale. I knew I had no recourse, but decided to take it with me for in-store returns, just in case I could wheedle an exchange. Ooops! The store is GONE. No more Victoria Kit & Ace. 

I had a bit of a hassle organizing a mail return, as their website returns process was broken. But I reached out and got a label and sealed the package -- only to remember that the final sale trousers were still inside! Oh well, I figured. At least they'd be able to resell them. 

To my immense surprise, they returned my money for the regular priced items and sent a gift card for those trousers! Must have been someone's kind deed for the day. 

This post is also published in the youlookfab forum. You can read and reply to it in either place. All replies will appear in both places.


  • lisa p replied 1 month ago

    Nice to get a pleasant surprise like this! Are there any brick and mortar stores left for them?   I really miss that store.

  • Suz replied 1 month ago

    I think they still have a store in Vancouver, Probably Toronto, too. But closed in the smaller cities. 

  • Sal replied 1 month ago

    It is good service - and we remember that!!

  • RobinF replied 1 month ago

    Very nice to hear a good customer service story!

  • Katerina replied 1 month ago

    What a nice surprise!

  • Tanya replied 1 month ago

    Now that is a positive surprise!  It is always good to hear of a retailer behaving like this.

  • rachylou replied 1 month ago

    How nice!!

  • Angie replied 1 month ago

    A nice stroke of luck! How fab :)

    I just wrote a post on my own good and recent customer service experience. It helps!

  • Style Fan replied 1 month ago

    I love hearing about good customer service.  It is such a pleasant surprise.

  • shevia replied 1 month ago

    That is good to read! Glad you are busy in a good way (presuming :) ) although you are missed.

  • Suz replied 1 month ago

    Yes, it was really good to get that boost. It was almost an acknowledgement that the online system was a bit frustrating, and I really appreciated that! 

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