Kite Clothing: most-reported complaints
Automated analysis of 444 public Trustpilot reviews published 2022-09-05 to 2026-09-19. TrustScore 4.9 from 11,357 total reviews — see the Trustpilot page. Quick answer: is Kite Clothing legit? Issues below reflect what reviewers reported, not findings of wrongdoing.
Reviewers most often report issues with faulty products, accounting for 38% of the 69 complaints identified across 444 reviews. The second most common issue is items not matching their descriptions, which represents 33% of complaints and shows a rising trend. Other reported concerns include late deliveries and unexpected charges on refunds, with these categories showing a falling trend.
How to reach Kite Clothing
These are the contact details Kite Clothing publishes on its Trustpilot profile, as of our last check on 2026-09-23 — phone +44 (0)1202 733222, email [email protected], address 18 Branksome Business Park, Bourne Valley Road, Poole, Dorset., Bournemouth, BH12 1DW, GB.
The company claimed its Trustpilot profile on 2015-06-01, uses Trustpilot’s paid features, uses Trustpilot’s AI-assisted replies, and last replied to a negative review on 2026-09-21. Trustpilot ranks it 5 of 82 in Children's Clothing Store. We last checked this profile on 2026-09-23 and found 20 new reviews. These are facts Trustpilot publishes about the profile, as of our last harvest.
Forum footprint: 9 MoneySavingExpert forum discussions mention this company (browse). Roughly 1 of the top, relevance-sorted search results were posted in the last 90 days — an approximate figure by construction, not a true recency count. Recent thread titles: “E: 31/03 Win A Spring Showers Bundle Worth Over £250 (Ladies & Child Wellies & Coats)”, “E: 28/10 Win £20 To Spend With Kite Clothing”, “E: 27/07 7pm Win £30 Kite Clothing Voucher (Instagram)”.
Elsewhere: 5★ on Google (6 reviews)
TrustScore over time
4.9 → 4.9 across 14 census measurements since 2026-08-12. Our own record, independent of Trustpilot’s display.
Reply behaviour over time
Solid: % of negative reviews replied to. Dashed: typical days to reply. Both as reported on this company’s Trustpilot profile, recorded whenever our census re-checked it and a figure had changed — the gaps between points are not equal: 2026-08-15 (100%, 0.3d) · 2026-08-18 (100%, 0.3d) · 2026-08-21 (100%, 0.3d) · 2026-08-24 (100%, 0.3d) · 2026-08-27 (100%, 0.3d) · 2026-09-01 (75%, 0.3d) · 2026-09-04 (100%, 0.3d) · 2026-09-07 (100%, 0.3d) · 2026-09-11 (100%, 0.3d) · 2026-09-14 (80%, 0.3d) · 2026-09-17 (100%, 0.4d) · 2026-09-20 (71%, 0.4d) · 2026-09-23 (86%, 0.7d).
Severity: 0% of this company’s 69 graded complaints were classified as severe (money lost, an essential service cut off, or a problem unresolved for months). See the harm index.
Reviewers here waited a median of 28.9 days between the experience and publishing their negative review (84 reviews record both dates).
Measured reply time: across 179 negative reviews that received a public reply, the median wait was 1 days — the company profile reports an average of under a day.
Reply quality: of 179 company replies to negative reviews analysed, 77% engaged with the specific problem and 22% were generic templates.
7% of its 363 recent 5★ reviews came from accounts that had written only that one review when we captured it (the median across companies is about 39%). A high share is a reason to look closer, not evidence of fake reviews.
Sector benchmark: faulty product makes up 38% of this company’s complaints vs a 26% median across 186 ranked companies in its sector.
Review velocity: 1,256 of this company’s 11,357 Trustpilot reviews (11%) were written in the last 12 months.
What are the most common complaints about Kite Clothing?
Faulty product
26 reports · 38% of complaintssteady“One of the tops tore before I even had the chance to wear it once.”
The company replied on 2026-09-14: “Thank you for taking the time to leave your feedback. We’re very sorry that your item arrived with a fault. Very occasionally during the manufacturing process, a dropped stitch can occur and it looks…”
Our classifier read this reply as a substantive response.
It promised: refund.
“after a couple of washes, they are beginning to lose their shape a little”
The company replied on 2026-08-11: “Hi Catey, Thank you so much for taking the time to talk to a member of our team to discuss your experience. And thank you for your kind words. Many thanks Lauren”
Our classifier read this reply as a template response.
“one t-shirt had a hole in a sleeve after the first wash”
The company replied on 2026-08-06: “Dear Anni, Thank you so much for taking the time to talk with a member of our team about this. We apologise for the dissapointment this must have caused. Many thanks Lauren”
Our classifier read this reply as a template response.
Not as described
23 reports · 33% of complaintsrising since 2025-03“I end up having to return or re-order with the resultant cost/time implications”
The company replied on 2025-12-02: “Thank you so much for your honest review. A member of the team will be in touch to find out more. With thanks, Lauren”
Our classifier read this reply as a template response.
“However, size awful. I am size 14. Expecting size 16/18 to be large and relaxed. Definitely not. It’s small.”
The company replied on 2025-03-25: “Hello, Thank you for your review and for sharing your experience. We’re pleased to hear you’re happy with the colour and quality of your sweatshirt. However, we are really sorry that you have been so…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“What we look in the website is not the same feeling we get by actually having the merchandise in our hands”
The company replied on 2025-02-27: “Hello, We really appreciate you taking the time to share your thoughts and feedback. We’re sorry that your order didn’t meet your expectations, and we apologise for any disappointment this may have…”
Our classifier read this reply as a template response.
Other
8 reports · 12% of complaintsfalling“Upset that money was deducted from refund due to return postage”
The company replied on 2024-08-28: “Hello Gail, Thank you for taking the time to share your thoughts, I am sorry to hear you have had a disappointing experience with Kite. Just to explain about our sizing, our size 9 years is for…”
Our classifier read this reply as a substantive response.
It promised: to escalate.
“I could not work out how to get return label printed and ended up giving up.”
The company replied on 2023-02-09: “Hello Hannah, I am really sorry you have had difficulty with the returns process, we understand this can be frustrating. A member of our customer services team has been in touch to try and help. If…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“Very difficult to find what you're looking for on website particularly for women”
The company replied on 2024-12-10: “Hello Priscilla, Thank you for taking the time to share your feedback with us. We strive to make every experience as seamless as possible so I’m sorry to hear that this wasn’t the case for you. I’ll…”
Our classifier read this reply as a template response.
Delivery late
7 reports · 10% of complaintsfalling“Despite paying for delivery the item took quite a while to arrive”
The company replied on 2025-09-08: “Thank you for your review and for choosing Kite. We’re so pleased your order arrived safely, though we’re sorry it took a little longer than expected. After looking into it, we can see there was a…”
Our classifier read this reply as a substantive response.
“Almost 2 weeks waiting”
The company replied on 2023-06-23: “Hello Rebecca, Thank you for your feedback and for taking the time to leave us a review. Please accept our apologies for the delay you experienced with your delivery. We work hard to despatch orders…”
Our classifier read this reply as a substantive response.
“Delivery times are too long every time i order”
The company replied on 2023-06-14: “Hello Linda, Thank you for your feedback and for taking the time to leave us a review. Please accept our apologies for the delay you experienced with your recent delivery. We work hard to despatch…”
Our classifier read this reply as a substantive response.
Overcharging
2 reports · 3% of complaintsfalling“It is not the same as the description and you are charged £2.50 for the privilege of returning it.”
The company replied on 2024-05-03: “Hello Jo, Thank you for your review and also your time on the phone yesterday. We’re really sorry the socks you ordered from us didn’t match your expectations. We understand how frustrating this can…”
Our classifier read this reply as a substantive response.
“admitted they had the sizing wrong but still charged me for postage to replace my items”
The company replied on 2023-07-10: “Hello, Thank you for taking the time to leave us a review. I’m really sorry to hear that you experienced an issue with our sizing. We understand how frustrating it can be when this happens when you…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Support unreachable
2 reports · 3% of complaintssteady“Never received a response”
The company replied on 2026-09-01: “Hi Alina, thank you so much for getting in touch. We’re really sorry to hear you were disappointed. Having looked into this, we did reply to your email within three hours of receiving it, so we’re…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
“asked a quesion to customer services about one of their items and never got a reply.”
The company replied on 2022-09-15: “Hello Hanna, Thanks for leaving us a Trustpilot review. It’s been very helpful as it has brought to our attention that you never received our initial reply, we’re really sorry ☹ We have taken a look…”
Our classifier read this reply as a substantive response.
It promised: to make contact.
Compare Kite Clothing with…
Method: reviews are classified into a fixed complaint taxonomy by an automated reader; every category shown is backed by at least two verbatim quotes from distinct reviews. Trends are computed from dated review counts only. Negative reviews are deliberately over-sampled for evidence depth; headline percentages use an unbiased recent sample only. Report updated 2026-09-20.