Kookaï

I am extremely disappointed in Kookai's sizing. The clothes on the models on Kookai's online website are always said to be size 8. However, my experience of buying size 8s suggests that these images are misleading as they tend to be significantly larger than depicted. This is problematic as it caters to vanity sizing and issues that people struggling with body image may have. Show details

Really disappointed in Kookai - quality has gone way down from 10 yrs ago. It now looks and feels like cheap fast clothing. Visited the new store in Hobart. Cheap and trashy

Went to the Kookai store in Warringah mall after work, hoping to find a dress for my brothers wedding. As soon as I entered the store, I see two woman at the till snickering at something in my direction, immediately making me feel uncomfortable. As I circled around the store, I had one of those woman following me slowly, on her phone. After I had… Read more

found a couple of dresses I liked, she stared at me as if expecting me to ask her permission to try them on. I asked her if I should go to a certain changing room, and she bluntly told me she didn't care where I went. After I tried on the dresses (both beautiful, hard to decide), I did one last lap of the store to make sure nothing else catches my eye. As I made my way towards the till, the two woman stared me down, and not in a friendly way. I place the dress on the desk, not interested in making any form of small talk after they had made me feel uncomfortable for merely shopping. As one of the woman goes to scan my dress, she LAUGHED and said that this size would never fit me. I am usually a size S/M, and i went for a small, because the dress was fairly loose. Confused, I told her I had tried it on and it had fit perfectly fine and that I wanted to purchase it, and she turned to the other woman and made a face, making me feel extremely uncomfortable and frankly bullied. I paid for my dress and left as fast as I could, and I never want to return. I felt fat-shamed and humiliated, by two girls who treated me like they were high school bullies. I would expect better employees from such a beautiful and well-known brand, but unfortunately the current employees seem to enjoy spending their shift belittling their customers.

Beautiful clothes with simple, elegant lines. People working here are wonderful! Knowledgeable, helpful and not pushy. They make shopping here a very positive experience. Show details

Outstanding customer experience created – My daughter and I were served by Angie at the Westfield Sydney Store just after Christmas. She was absolutely fantastic- knowledgeable, patient, friendly and made excellent suggestions- simply fantastic customer service!!!

Excellent Customer Service – Shout out to Sarah at Macquarie Centre who called me back 3 times just to track down a garment that was sold out for me. She finally found a store and secured my Dalton Zip cardigan. Love the service. Appreciate the over the top customer service recieved ! Thank you so much Sarah.

Disappointed with Gift Card Policy and Customer Service I recently tried to use a Kookai gift card that clearly showed a balance of $91. After following all their instructions—calling, emailing, and providing photos—I was told the card had been issued in 2019 and expired in 2022, even though it looked newer and still listed a balance. I… Read more

understand businesses must follow the law, but the process was frustrating:

Multiple emails and photo requests before they gave a definitive answer

No flexibility or goodwill gesture despite the balance remaining

I expected a more customer-focused response and left feeling very disappointed.

My daughter tried on a pair of pants and a top in the fitting room and liked them, so we went to the cashier to buy them. The salesgirl went to get us new pieces of the same clothes. But I noticed that the pants she brought weren’t the ones we had picked. I told her, “No, this isn’t the one,” but she insisted it was. Eventually, she apologized and… Read more

went to bring the correct one.

As for the top, it was the same color, so we didn’t realize it was the wrong one and didn’t check carefully. The next day, when my daughter wanted to wear it, we saw that it was actually a different model. So I had to go back again to exchange it. When I spoke to the manager, they apologized and exchanged it for the right one.

They really went through a lot of trouble. Instead of letting just anyone be a salesperson, it would be better if you trained your staff with some actual sales skills. Your brand isn’t a cheap one — yet you don’t seem to value your customers!!!!

Sadly, Kookai have taken a turn. I used to believe their customer service was next level. And bought heavily from them for years. Perhaps they have changed ownership, but its just not the same anymore. What a shame. I had always liked their clothes but will try to buy elsewhere.

Have been a high value customer for a couple of years. Purchased multiple items, including on full price. For the first time tried to exchange an item for a bigger size and they would t let me because it was on sale. The fact that this items don’t fit the size it was labeled for didn’t matter to them at all. I will not be purchasing KOOKAÏ anymore with such an attitude to high value customers. Show details

Manly mall are woeful!! I walked around for a good 20mins whilst waiting for my daughter to try on some outfits. Not once was I approached or assisted and not once was my daughter. I was helping her with her sizes, as noone even looked like helping! Shame! The three girls took more interest in themselves than customers. Dont bother shopping here! Better experience at some of the other locations. Show details

I bought a dress for my gf to wear to her birthday lunch. After a single wear the poly pique fabric has broken threads in several places, the fabric obviously unfit for purpose. I was dismissed when I attempted to address the issue in the Bondi Junction store. They said I would have to email head office with photos and my evidence. Head office… Read more

replied stating Quality Control Team determined the dress had been mistreated. They also said because it has been worn it is ineligible for return. Clearly this is at odds with consumer law. Sadly I will be forced to refer the matter to Fair Trading. I encourage anybody else to take these steps to hold retailers to meet their obligations. I find it terribly sad that a strong Australian brand of 30+ years heritage now behaves this way. It makes it difficult to support Australian business.

Kookai’s quality is the absolute worst these days and the return policy is terrible. They make your returns so difficult that it deters you from returning their SHEIN quality products. I waited over a month for my refund and they refuse to refund in store. They are grasping at straws and have been since the founders DUI. Good luck, I call… Read more

liquidation on this company in the next coming months. Do your research, their products are from China and are the most ill fitting, quality items I have purchased for exorbitant prices.

I used to love this brand when I was a tiny teenager. I am now an adult and I’m sorry if I have a butt and breasts, it is insane that this brand is not size inclusive. Skinny girls aren’t always the ones with more money so why exclude the rest of the market. All women aren’t the same and brands needs to do more to recognise this. It just isn’t… Read more

good enough in 2025 for the largest size to be a 12. Even walking past their stores makes me feel like crap. I really hope one day things change.

worst – worst company takes away your money. I have ordered jusy before new year and its their policy that once sent out they no lonhger have any responsibility with it. Australia post is at fault of this all but no help or accountability from kookai at all!!!

Kookaï’s motto: ‘we hate our customers’ – Purchased a pair of pants for $190. After hemming them as their pants would only fit someone who’s 7 feet tall without hemming, I wore them 4 times before the bottom of the hem started fraying to the point where it was quite obvious. I took it back to the store I bought them from 2 weeks after purchase with my receipt, to be told they must have… Read more

been dragging on the floor for the damage that had happened. One staff member was nice and the other was quite rude and kept saying they had to have been dragging on something. When I explained that they hadn’t been since I’d hemmed them, and that the fabric must be too delicate they told me to contact their online team because they weren’t going to do anything.

After doing so they came back with the same excuse, and told me that the pants came with a ‘delicate’ tag. After checking a pair of new pants I let them know it definitely has no delicate warning and that the whole experience had been really disappointing for something so pricey. They ignored this and offered either a store credit if I returned the pants or a 30% refund.

Disgusting company, do not buy anything from them. You’re better off shopping somewhere like Nude Lucy, their quality, materials and overall service are FAR better and prices are similar. After having read these reviews and also posting about my experience elsewhere online I can see that this is clearly a pattern with Kookai.

Disgusting behaviour towards customers! – Your NSW, North Ryde Macquarie physical shop is disgraceful. I'm a 45yo woman at 46kgs and was trying on clothes in your change room. I kindly asked one of the staff if they could find me a different size in something I was trying. As the staff person came back I could overhear her talking to another staff person that the garment was "for the… Read more

old hag in that change room". It's just disgusting how your staff make women feel. I can easily fit your clothing. Why the horrible remarks? Why be so hurtful towards other women? Is Kookai only for young girls because I was actually smaller in size than the staff members. I'd planned to spend approx $750 in your store for multiple things but I just couldn't bare to buy anything labelled KOOKAI anymore or wear anything KOOKAI anymore without being reminded of the horrible and toxic experience pushed towards me. I got dressed and left.

Customer sign up – Wanted to buy my friends daughter a voucher for Xmas. Seems I can't do it unless it's linked to my 'customer profile' of which I don't have one, nor want one... Your loss of $100... I went to another fashion retailer instead! Not happy Jan!

Horrible staff – The staff is so rude. When I finished trying the clothes on, I went out from the cabinet. She was there, folding the clothes. She didn't even ask me how I go. I was waiting for her to say something but she literally ignored me. Just because of her rudeness they lost nearly $500. I didnt buy the things I wanted. Absolutely disgusting attitude. This is Booragoon Garden City store. 16.06.2024 Show details

Poor Quality – I bought the Alto long flare pants in store, after 4 wears the seams at the crutch started to come apart - contacted the store all they would do was send them to an alteration place to be mended - didn't bother as the closest store is 45 minutes away and i work Mon-Fri a hour away. 4 weeks later after owning the pants both hems have also come down… Read more

causing them to catch on my shoes. They have also significantly stretched looking almost too big and baggy near the front crutch area.

These pants are rubbish, it's actually awful that they charge such a high amount for such poor quality then refuse to issue refunds!

I will never purchase from the brand again & you can tell the difference between high quality for $50 more then the mentioned pants and these don't come anywhere near close.

Clothes good but overpriced – Had the wrong size had to change used card but didn’t have physical card wouldn’t except tap & wouldn’t give cash. Inconvenient need to update there system! Show details

Amazing been shopping kookai for years – Amazing clothing that lasts me for sooooo long I’ve had some of my dresses for many years. Great service online and at my local step my Lawley WA!!! The only place a shop to look and feel sexy as hell! Thanks kookai xo

Poor attitude – I was purchasing a selection of clothing for a birthday gift for my daughter. The assistant clarified that my items were a size 8. Her tone indicated that I would not fit into them. Her attitude caused me to change my mind at the register and lost them a $500 sale. The attitude of these assistants is so narrow minded and without doubt costs them many sales. Show details

Side Eye – I find it absolutely ridiculous that Kookai only goes up to size 12, but not only that, their size 12 is more like a size 10. Even Louis Vuitton has more of a size range. What is Kookai’s excuse? It’s honestly such a shame.

Kookai Marino Wool Garments are extremely poor quality! – I have brought 5 marino wool garments from Kookai and all of them end up developing holes, tears everywhere. The garments have been hand washed and worn couple of times. The head office makes assumptions and gaslights the customer by suggesting that I have moths in my closet, instead of admitting that their garments are crap quality. Don't waste your money! Show details

Avoid at all costs – These stores truly need to be closed down. How they are still operating in 2023 is beyond me… if you are a 12, have a butt or large bust don’t even waste your time in this place… how the hell a business continues to operate yet only caters to the bodies of 12 year old girls is ridiculous… not only that the quality of their clothing is subpar for the prices they charge…. Quite literally better quality at supre… save your time, money Show details

Its ALL polyester – Don't buy from here if you are prepared to pay the pricepoints they want you to. Spend it somewhere that will use real materials, for the same price, rather than literal SHEIN quality polyester and plastic.

The scent is awful – We had to leave the store due to the terrible scent of the diffuser. We felt like we were eating soap and could not breathe. It isn’t the first time, but this store was so overpowering it poured into the neighbouring stores, and we all got instant headaches. It was so distracting that it was pointless even looking at the clothes. The company… Read more

really needs to take into consideration asthmatics and others who would struggle with such a strong awful scent. Will not be returning.

Need to sort out their sizing – Recently purchased a size 38 dress and the sizing is way out. I already had the same style in a size 38 that fitted me perfectly. The new dress it approx 5cm bigger around the bust and keeps slipping down… obviously not a great look to be exposing your breasts in public. This has really put me off purchasing anything else again from Kookai and I am a very regular online Kookai shopper as there isn’t a Kookai store close to where I live. Show details

Kookai prices but giving supre quality – I used to always head to kookai for basics for work, tops would last you forever and the quality was top tier. Went into a kookai store recently wanting to buy some basics for work now we are all back in the office and was appalled at the quality, the pima cotton is no longer nice, smooth on the skin, their poly sheen style tops are thin and feel… Read more

so cheap, I would compare their quality now to supre or showpo but at quadruple the price. I'm never shopping there again - their stuff is now so cheap and nasty.

Nice designs but worsening quality – Have bought Kookai for years, especially on the 50% sales. However, the last year or so I’ve noticed a huge decline in quality to the point where I won’t be buying from them again (even with the sales) until I see change. Every pair of pants I bought in the last year had either the leg or hem stiching break during the first wear. A cotton/linen style shirt and skirt began to fluff and pull apart after one wash. Show details

Disappointed - Faulty Items – Website easy to navigate, and delivery was quick. However, is it a practice for Kookai to send items that were faulty... disappointing. Quality of items very poor. These items were on sale and glad I didn't pay full price as definitely not worth the money.