Trust Score 85/100 · 5 sources · 113,667 reviews · updated 16 Oct 2026
Kiabi reviews
In short
Is Kiabi legit?
Kiabi scores 2.5 out of 5 on Trustpilot from 1,342 reviews, and 52% of those are one star. App ratings are far higher: 4.77 on the App Store (59,833 ratings) and 4.66 on Google Play (52,101 ratings). A Google Maps store listing shows 4.7 from 390 reviews. Sitejabber has a single review from 2018 and says almost nothing.
Trust Score 85/100 from 113,667 public reviews across 5 sources, updated 16 Oct 2026. How we score
- Rating sources
- 5
- Ratings counted
- 113,667
As of 16 Oct 2026 · How we score
AI summary
Kiabi scores 2.5 out of 5 on Trustpilot from 1,342 reviews, and 52% of those are one star. App ratings are far higher: 4.77 on the App Store (59,833 ratings) and 4.66 on Google Play (52,101 ratings). A Google Maps store listing shows 4.7 from 390 reviews. Sitejabber has a single review from 2018 and says almost nothing.
- Customers report good value for money and affordable prices, especially during sales. This comes up on Trustpilot, Google Play and the App Store. Trustpilot
- Customers report friendly, helpful staff in stores. Several Trustpilot reviews thank named staff for advice and a smiling checkout. The Google Maps store listing is 85% five star (332 of 390). Trustpilot
- Some customers report fast online orders with good tracking. One Google Play reviewer received two jumpers and three pairs of trousers in 3 days and praised the cut and fabric. Google Play
- Many app users describe it as smooth and easy. They like order history, loyalty benefits, in-store product scanning and the new Apple Wallet loyalty card. Google Play is 80% five star (41,896 of 52,101). App Store
- Some customers report quick refunds and a brand that keeps its promises when things go well. Trustpilot
- App bugs are the most repeated complaint. Customers report baskets and wishlists emptying on their own, and repeated logouts. The email code login often fails, and some say they cannot order at all. App Store
- Customers report refused exchanges and refunds. Examples include a damaged cardboard box blocking an exchange, a second-hand item offered only as a credit note, and a damaged coat that was not refunded. Trustpilot
- Delivery problems are reported on Trustpilot. They include 1 to 2 day preparation delays that run over, damaged or opened parcels, parcels left in the wrong place, missing items and a wrong order delivered. Trustpilot
- Customers report that quality has dropped while prices have risen. Some say clothes are not durable after a few washes. Trustpilot
- The Beebs resale feature in the app is reported as broken for weeks or months. Customers also report unhelpful customer service and some cold or rude store staff. App Store
Summary written by AI from 150 public reviews across the sources below on 17 Oct 2026. Short excerpts link to their source. No reviewer names.
Key facts
| Source | Rating | Reviews | Updated |
|---|---|---|---|
| Trustpilot | 2.5 / 5 | 1,342 | 16 Oct 2026 |
| App Store | 4.8 / 5 | 59,833 | 16 Oct 2026 |
| Google Play | 4.7 / 5 | 52,101 | 16 Oct 2026 |
| 4.7 / 5 | 390 | 16 Oct 2026 | |
| Sitejabber | 4.0 / 5 | 1 | 16 Oct 2026 |
Delivery, returns
and support
How is Kiabi delivery?
Delivery reviews are mixed. Some customers report orders arriving within 3 days with working tracking. Others report delays beyond the announced 1 to 2 extra days, torn parcels, a parcel left near an electrical cabinet, missing items and a wrong order delivered. One Belgian customer says the loss of many Mondial Relay points made returns harder.
How do Kiabi returns work?
Returns are a weak point on Trustpilot. Customers report an exchange refused the day after purchase because the packaging was torn, a second-hand item given only as a credit note despite a seller's assurance, and a damaged coat not refunded. A customer in Uruguay says lingerie cannot be exchanged. One reviewer reports a fast refund. Sizing advice from the online size tool was called wrong by one customer.
How is Kiabi customer support?
Customer service gets poor marks on Trustpilot. Customers report messenger and AI chat that do not solve problems, a gift card still not activated after more than 48 hours, and a basket bug that took over a month to fix. One reviewer praises an adviser who finally solved it. Google Play users report contacting support with no result. Store staff are praised in many reviews and criticised in others.
How is Kiabi quality?
Quality opinions are split. Some customers praise solid underwear, good stitching and durability after many washes. Others report weaker quality, higher prices and clothes that wear quickly. Several reviewers say items run small or the size tool is wrong, and that size measurements are missing in the app.
What customers say
about Kiabi
Kiabi tient ses engagements. Qualité,prix, tout est au rendez vous L'engagement est respecté. Mon remboursement effectué rapidement.
Échange refusé sous prétexte que le carton d’emballage était déchiré à l’ouverture !
depuis 3 jours impossible de me connecter à mon compte j'ai installé la nouvelle version c'est exactement pareil
Un parcours fluide et facile, que ce soit pour passer une commande, utiliser ses avantages fidélité, retrouver les produits précédemment achetés
j'ai commandé deux pulls les 3 pantalons je les ai reçu en 3 jours la coupe est parfaite couture est parfaite et la matière est parfaite
Je rejoins les autres utilisateurs concernant le panier qui s’efface, j’ai beau recommencer, à chaque fois je perds celui-ci…
Questions about
Kiabi
Is Kiabi legit?
Yes, customers report receiving their orders from this established clothing retailer. Ratings differ by source: 2.5 on Trustpilot from 1,342 reviews, 4.77 on the App Store and 4.66 on Google Play. Trustpilot complaints centre on returns, delivery and customer service rather than non-delivery.
How long does Kiabi delivery take?
Some customers report delivery in about 3 days with working tracking. Others report extra preparation delays of 1 to 2 days that were then exceeded. Trustpilot also mentions damaged parcels and parcels left in the wrong spot.
Can I return Kiabi clothes?
Returns are possible, but customers report problems. Trustpilot reviewers describe exchanges refused over damaged packaging and second-hand items refunded only as credit notes. One customer in Uruguay says lingerie cannot be exchanged. One reviewer reports a fast refund.
Does Kiabi reply to bad reviews?
Rarely. The reply rate is 0% on Trustpilot and 3.3% on Google Play, where replies are polite and often templated. The Google Maps listing shows 100%, but only 5 reviews were read and it covers one store.
Is Kiabi worth the price?
Many customers say yes and report good value and affordable prices, especially in sales. Some Trustpilot reviewers say quality has fallen while prices have risen, and one Google Maps reviewer says clothes lose durability after a few washes.
Ask the agent
about Kiabi
Try one of these:
Sources
- 5371
- 486
- 361
- 2121
- 1703
Brand replied to 0% of reviews
As of 16 Oct 2026
- 541,896
- 46,390
- 31,670
- 2599
- 11,540
Brand replied to 3% of reviews
As of 16 Oct 2026
- 5332
- 422
- 313
- 27
- 116
Brand replied to 100% of reviews
Google Maps listing: Kiabi
Rating data from Google · As of 16 Oct 2026
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