SOIA & KYO Avis 9

Have made multiple expensive purchases over the years, quality and style are excellent, but good luck if you ever encounter a product defect - purchased gloves and wore them for a day and the magnets for the flap was not aligning to be securely held in place - no opportunity for an exchange because I had the tags off - how is one supposed to use a winter accessory item outdoors without removing the tags? Very disappointing customer service for the amount of money you pay for their products.

Beware. Terrible customer service. Will not return items that don’t fit.

Not warm. No liner. I live in Chicago, from Wisconsin, so I was confused why a Canadian company would make a coat designed for Texas. They claim that the coat is designed to be comfortable down to 15 degrees F, I guess that might be true in the high desert. But it is not designed for the Great Lakes or for Canada.

Their online order cancellation policy is fraudulent and scammy. Here’s an excerpt from my email with their customer service:

Thank you for reaching out again.

“Apologies, however, we cannot cancel, modify, or change any order once it has been placed. “

They do not cancel orders even if your order is not processed yet , and item is unshipped. I tried to cancel order I placed on the weekend and they refuse to even though not a single thing has been done on their end. They just want to force you to keep the item.

absolute crap, never seen such a bad customer support, and when I learned they are in the same company as MACKAGE, I WAS so shocked

Absolutely awful customer service. My overnight express package was delivered weeks late as it initially was sent to the wrong address. They never responded to my emails about the issue/request to extend the return window, nor followed-up to my phone call via email about a return as they said they would. I went out of town (which is why I ordered express delivery) initially and when I finally was back to contact them about the whole order again, they sent a useless response asking for photos instead of a return label....and it went to spam. I called them again a while later as I was busy and very frustrated with the time spent dealing with this ordeal already. They promised a return if I sent photos and they re-sent the request, so I immediately sent them photos of the brand new item. Then they sent me an email response denying me a return saying it's been too long. Well...whose fault is that? They can't make it impossible to reach them and send a simple return label or deal with a mis-delivery issue that already took 3-4 weeks to deal with.

Terrible customer service. No flexibility with returns, very rigid and rude agents. After 10 years of loyalty i am sad to say i will never buy anything from them again. This day and age the customer expects more. Get with the programme Soia Kyo!!

Ordered a jacket, it was nice quality but did not fit well. The waist was huge and then bunched badly when belted, but the shoulders fit perfectly. The listing for the jacket was incorrect and most likely pasted from another jacket description. So there was no hood or removable lining as was listed. It was a final sale item so I was a bit mad about it as they would not take it back. I left a review to warn others that this jacket was not listed properly and that the coat would need tailoring because of the ill fitting waist but they deleted my review, twice. I'll never buy from there again as the reviews are not reliable and only good reviews are left up.

I had ordered a jacket on Jan 5, 2021 and was supposed to receive it on Jan 7, 2021. I received an email from FedEx that a direct signature would be required for this type of item. I made myself available at home and wait all day for the package. My phone number is listed on the order and my buzzer number is listed in my apartment lobby. FedEx emailed me on Jan 7 that it was delivered and signed for which is impossible because I was home all day, was with my phone and the buzzer is working.

There wasn't a package on my floor outside my apartment, nor was the package in the lobby or mail area or outside the building. I had asked neighbours who might have seen the package and nothing was to be found.

I did NOT sign for the package, yet the Fedex email says I had. I understand it is Covid and perhaps you are not obtaining physical signatures, but for an item like this, it is mandatory that you have visual confirmation or voice confirmation to receive the package. This is not a small item both monetarily and in size to leave without handing directly to me!

I called Soia & Kyo on Jan 7, 14 and 22 to get an update - which each time, was greeted by customer reps who were rude and did not care about the situation. The last rep on Jan 22 said he did not care since the package is marked as delivered and to take this to my credit card company.

I am in the midst of filing a dispute on the Soia & Kyo charge and have provided evidence from FedEx (sent to my credit card company), that shows I did not sign for this package. The driver had scribbled initials which are not mine not my printing.

Soia & Kyo, you have a duty to get your packages to your customers and I want my refund. This is unacceptable. I have been warning people NOT to shop here. The responsibility lies with the sender - that's why you have insurance. It has been 2 months now with no resolution.

I will gladly change my review once you refund me for a package I did NOT receive.