I placed an order with Kaila Boutique on January 6 for a dress needed for a time-sensitive event, based on the advertised 5–9 business day delivery and a 30-day money-back guarantee.
More than 19 days later, the item was still in transit with no delivery date, no last-mile carrier assigned, and confusing routing (the package reached my city and was then rerouted to another state). Because the dress did not arrive in time, I had to purchase a replacement at additional cost.
Despite multiple emails and clear documentation, the company refused to issue a refund, stating that they do not process refunds for items still in transit — even though the product was not delivered within a reasonable timeframe and missed its intended purpose.
Communication was largely scripted, and responsibility was shifted to the shipping carrier rather than offering a customer-focused resolution.
I’m sharing this experience so others are aware of the shipping delays, lack of flexibility, and refund challenges I encountered. Unfortunately, this was not the level of service I expected.
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