Review Time
The customer service has been fine, unlike what others have experienced. But the quality of the cashmere is the worst I've seen. I've bought several items from them and I am still happy with the scarf and the long gloves. Generally the sizes of the sweaters are very small and I returned several, without problems. When i finally found one that fit, it was soon so covered in tiny fuzz balls that couldn't be removed that I contacted them. They were kind enough to take it back, credit, explaining that it was because the knitting was loose. Last year I bought the zipper hoodie with the promise that this would be much better. It isn't. It isn't just pilling, loose fuzz balls can be combed away, it's that the fuzz is integrated in the knitting so it's impossible to make it look nice after the first couple of weeks. I comb it with a cashmere comb every couple of wears and always still end up with a big fistful of fibers. No change, No improvement. Just removing more and more fibers. So maybe they are all very short fibers? That would cost less. In my 40 years of buying cashmere I have not seen anything this useless before. I like the idea but not the quality.
I placed a return with this company. I printed the label they provided and sent it back. It was supposed to be delivered last week. The address that they put on the return label is to someone’s home? I contacted the number on the label and there’s no answer. I emailed customer service with no response.
I am outraged about this company. The poor quality of their product and lack of care from their customer service.This has been going on for over 2 months and the last response I got back from them was 3 weeks ago.I bought a Cashmere Links Stitch Sleeveless Funnel Neck that arrived early December. I had a look at it and left it in the box for Christmas Day (present) when I wore it the first time for a couple of hours and when I put it back on on Boxing day, I noticed the stitching under my armpit had come undone. Plus there seem to have been a few stitching faults along that same line. I provided photos. It took Maison Cashmere a while to get back to me, with pretty much the same standard reply most people get here if they have similar complains:“This type of damage can occur with wear, especially on extremely delicate fabrics like cashmere. Etc etc....”They offered $35 to go to a local repair place. Which I didn't find acceptable.Bewildered I wrote back: I understand Cashmere is delicate, I own other cashmere items, some of them over a decade, without problems. I paid good money for what I knew was going to be a delicate item, but I certainly didn’t expect it to be a 'one wear wonder'.I also understand the concept of wear and tear in principle.However it can’t be a valid argument to expect wear and tear after ONE WEAR ONLY!There were several emails exchanged and: NOT ONCE did Maison Cashmere acknowledge the fact that this happened within a few hours of light wearing!They sent me a 3 similar replies, indirectly blaming me for their substandard product.I wish I would have looked at the reviews here before buying. Roughly 50% are similar experiences to mine. Not good at all. Additional reply to Maison Cashmere after their reply: That is a lie! And again, you are accusing me of your faulty product. And again, you are explaining how delicate cashmere is... unforgivable. It is not a tear! Your stitching came apart after a few hours wear.
Disappointing customer service. I ordered an item from this company and selected a gift box at the expense of an additional £5. When it arrived, the “gift box” was in fact a flat packed piece of cardboard that folds into a small gift sleeve - not great for a luxury item. I was prepared to overlook this until it came to me putting the item in the gift box, in order for it to fit you have to fold it multiple times which isn’t great. When I wrote to ask for a box that actually fits I was met with a disappointing response that apologised the item wasn’t “to my liking” and they did not offer to replace with a suitable alternative or refund. Poor customer experience and I wouldn’t use them again based on this.
Very concerned about a return I am attempting. I had heard nothing and when I wrote to them the Customer Service agent said they had no record of the purchase and their accounts department said nothing had been paid even though I have all the receipts and confirmation and the purchase is showing on my account on their website.Now very anxious they will not refund my purchase.
Beware. I ordered two items recently both of which I need to return as the fit is not good. No issue with the quality but the returns process leaves much to be desired. You are charged £7 and instead of being sent a QR code for the DHL courier you have to print the label yourself. I don’t have a printer and Maison Cashmere customer services would not print nor post a label to me, despite me pointing out that this would save me a journey to a print shop and the expense of paying for the shop to print it. They could have sorted this as per my suggestion but they chose not to, saying this was ‘not our process’. I have spent money on Maison Cashmere clothing previously but will think twice in future
I purchased a Men’s Cashmere Polo Shirt Jumper in May 2024 but have only just tried it on as it wasn’t needed at the time. Firstly let me mention the presentation of the item. It came in a fantastic looking box which makes it look such a prestigious brand. I ordered it in Size XL and thought it may be too big as their models are usually wearing a size medium and I am approximately the same size as them. It was actually quite tight fitting which is a shame. Now for the quality. Firstly the item doesn’t feel anywhere near as soft as Cashmere normally does and the material is extremely thin. Sorry guys but I think I am being rather generous with my 3 Star rating.
Absolute dreadful quality (or lack of!). Such thin cashmere (if it is?) and lack of any structure to a scarf. Customer service was not at all helpful. The company have a 42% Trustpilot 1* rating; says it all about their quality / service! Incidentally I have a number of scarves, not made by this company, which are in perfect condition; it’s just the Maison Cashmere which is inferior!
I ordered a cashmere jumper and after reading the reviews here I was worried, especially when I got the “your production is delayed” email but customer service was great and the delay was only another 5 days. Well worth the wait as the quality is superb.
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