- Very small
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- Slightly small
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- True to size
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- Slightly large
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.
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!!!!
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
Reviews with attachments
Do NOT take their 10% discount. Frustrated – Quality is great for their clothing. I wanted the last top available on a stand for a particular long sleeve, but it had a tan/makeup mark on the neckline and back of the shirt. I told the lady I'd order it online instead but she told me she'd give it to me 10% off because it will easily wash out, but that it can't be returned. Took it home and… Read more
have washed it 5 times since with stain remover, and the stains are still there. Pretty upset because I feel like I should've gotten the shirt for much more than 10% off since it is permanently stained. Their sizing is also off, I tried 3 different tops and I was a size 6, 8 and 10 in each one. Very expensive also.
Tammy at Indooroopilly was Wonderful! – Five stars is for a Tammy at Indooroopilly! My daughter and I went into Kookai which we don’t usually do because the customer service is never good, but my daughter wanted a particular dress so we risked it. Young lady at the change rooms ignored us which is the norm but when we went to the counter to buy the dress Tammy served us and she was very nice and polite and gave great service. Thanks Tammy. Show details
Positive reviews
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.
Negative reviews
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.
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.
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.
Recent reviews
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!
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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
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
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
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.
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.
Over priced and no size range – The only people that have given 5 star are either a size 4, or work for the store !! When looking around this store everything was super tiny and made for models . I understand there are a lot of small woman, but how about you cater to all shapes and sizes ? I’m a size 10 because I have a big Butt and couldn’t do the zip up in a 10. Not everyone has a flat butt! Mind you , the shorts were $150 for Linen. What a joke HAHAAHA!!! Show details
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Great customer service. Stylish & good quality clothes – I had great experience with Kookai Fortitude Valley in Brissy. The store looks incredible, very beautiful & carries everything online and more. The girls were friendly, polite and greeted me with a smile. I came in to exchange an item I bought online for another size and they were all happy to help. They just handled the exchange process… Read more
themselves while I was browsing the store, I didn’t have to do anything. It was so easy & pleasant. I give 5 stars for customers service & display in this store.
As for the clothing themselves, I do think they are a bit overpriced at normal retail price but Kookai offers sales very often.
The sizing is indeed one size smaller compared to most other Aussie brands which is a turn off, so I reduced one star from my review. I purchased 2 dresses size 36/8 online, and one fitted me perfectly but the other was too tight I couldn’t zip it up. So you might want to size up if you purchase online.
Carindale store – Great experience at the Carindale store where I returned a day after purchasing because there some slight damage that I hadn’t noticed. The staff member was lovely and swapped out the dress for another and even offered to steam it for me when she found out it was for an event that night! Great service! However, I usually do not feel so welcome and staff often come across as indifferent and judgmental, this the four stars. Show details
Terrible sizes – Kookai you are disgusting and disappointing to not stock sizes above a size 12. You're also just plain stupid. Imagine how much more successful you could be if you opened your lines to larger sizes.
Sizing is completely wrong – Bought a size 40 in pants which is an equivalent of a size 12. Usually size 12 is comfortable almost too big. This was way too small. And they don't go beyond a size 40 in the brand. I really can't see in this day and age a clothing brand doing well with such restrictive size range. So disappointing. Show details
Worst costumer service ever and rude ladys in the store – Good afternoon Kookai team, I hope every one stay safe, I went to the cookie store today, and I received deplorable customer service. Sydney CBD I received a member offer of $30, which I can spend before the 21st of November. On the 16th of November, I purchased the dress for $60, and I used my member voucher for $30 and the rest I paid with… Read more
my card. However, after 3 days I changed my mind and returned the dress to buy something else. But the staff told me I couldn't reuse the credit that I received from KOOKAI. However, the staff want to use my visa card credit and doesn't want me to use my credit!!! It isn't very pleasant, and they don't even understand the receipt they gave me.
So poor service, no understanding of the progress of the system I was shocked nothing worthed to sending out fake email having 30$ vouchers couldn't even use them. After I explained six timeshares, no one understood just kept telling me I couldn't use it that all. Of course, I stress and want my money back, at least what I paid for my CC, and they said we couldn't refund the credit, only the Gift card!!!! It is a charming way to still give people money to call them back to spend the credit for KOOKAI!!!! :(
Manager name Martina S (doesn't even know what she is doing; I feel sorry for her)
Stuff Tiffany B she was laughing at me, saying it's a policy!!!! I feel sorry for the company just having pretty girls, no respect, no customer service, and rudeness.
It made my worst day and customer service ever.
Poor quality, overpriced – NOTE FOR BUYERS - Please take the time to investigate the clothing in store for faults in stitching and signs of makeup stains. Check every seam and request a new garment as shelving items are more often than not torn or stained due to negligence when someone is trying on. To continue: Similarly to other labels I have witnessed a tremendous… Read more
decline in the quality of the clothing sold without a corresponding price shift. I own items in the basic collection in 2014-18, all items of which have travelled far and have being worn to point of fray. However from this point every item I have purchased has gone out of shape or torn at the seams have torn after 1-2 wears. The cuts of the clothing are not designed for a woman with anything more than a B cup and are poorly cut in unflattering styles (sleeves at differing lengths, too short, too long etc) - poor seamstress. This I would have no problem with if the garment was $10-$50 but at $200 for a poorly stitched dress created designed strictly for Miss Universe is simply disappointing. Don't get me wrong I like Kookai, I like designs on paper but not on person. Would be an incredible label if the garments better reflected the price. (Closer to Target than Manning Cartell)
Side note: I have been lucky in experiencing positive customer service then agin I am a size 8 20 something year old woman lol.
Unwelcoming customer service – Quality of the clothing is excellent, however, I can’t say the same for the staff. I notice that they sneer or seem hesitant to help customers with an image who they feel don’t align with kookai models. I have a particular issue with the ladies at the kookai Indooroopilly store, they are selective with which customers they offer assistance or… Read more
provide a positive interaction. The harbour town Gold Coast kookai customer service however have excellent staffing and probably one of their own only assets when it comes to genuine and welcoming customer service.
Dreadful sizes – I am a size 8-10 in women’s clothing. Went into Kookaï the other day tried on multiple items such as shorts, a dress, one pair of pants and a top. They were all size 40 and not one item fit me. They were ALL TOO SMALL. Size 40 usually converts to size 12. Not a wonder why women have sooo many barriers when it comes to their bodies. Show details
Carindale store- The worst experience with the customer service girls at Carindale – Very mean. Price tag on the shirt $65 and then she is looking at it with attitude and taking the sale label off and asking for $130 (full price) without any explanation!! Then I’m asking wasn’t $65?? Then she is asking for help from other girl and whispering sale only supposed to be on dresses not the shirts! And the other girl is scanning the… Read more
label which was there initially and rolling her eye! So far no communication with me just wasting my time. Then i told her there are 6 or more of same shirt same price not the only one I got,… She didn’t even said sorry for taking off the sale tag and asking me to pay full price!!! Very unprofessional and rude!!
Dishonest Merchant – Be careful with Kookai, dishonest merchant Their policy refuses to give cash refund for change of mind. Had to settle for credit on a return card and was told the credit was going to valid for three years. Over the past year couldn’t use the card online at all (due to Covid), finally got to the shop to check and was told by the head office this… Read more
credit was only valid for one year (not the three years I was told) and refused to honour the credit. Contradicting messages and this is dishonest act
Terrible customer service!! – For the price tags on your clothing I would expect so much more from your stores and the girls working there The attitude on this one girl was absolutely disgusting She approached me to ask if I needed assistance I answered with yes can you tell me what the tag sizes convert to in S/M and the response was Filled with so much attitude I put the… Read more
garment down and walked out I have purchased items from your stores before but I will not be doing it again! Disappointed doesn’t even come close!
Crap customer service – Girls working at chadstone shopping centre are terrible in customer service. No smile and they are worst people for ur brand. I don’t know how come you guys are not doing anything about it . Show details
Don’t expect to shop here if you are over a size 6 – The largest size I saw on the racks was a size 6. Inclusive they are not. Show details
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