Kit and Ace

Amazing customer service, great quality clothing, and a great store layout.

Had a poor customer service experience at this location. We will try a different store location next time. The quality if the clothes seem good.

Week-day visit mid-afternoon. One other customer in the store Ventured in to try on a sweater I had seen on a previous visit. Was ignored by girl on cash,so audaciously asked if the sweater was still in stock. Without a hello , or any facsimile of a greeting..she said there were two left. I took one into the change room. Liked the sweater , but wasn’t sure if I should get the smaller one the rack. Went out into public area to examine in mirror. No-one commented, nor asked if I liked it . I moved to the rack to get a small size and as I was reaching For the sweater, one clerk asked if she could get it for me. Kind of like shutting the retail door after the horse has left! I took it into the change room, and liked it as well. I wasn’t sure which size fit better ( am used to feedback on threads) Left changeroom ..still ignored. ..one clerk chatting with another customer, the other elsewhere in store. Ten minutes and virtually ignored. Don’t understand this ‘new way ‘ of customer service, but it reeks of indifference and a vacuum of simple human courtesy. I would have bought the sweater, if I had had some communication or serious acknowledgment. My husband has bought items in the past here...and while the service was less than enthusiastic, we werent ignored. Could glibly argue that this is why the downtown is becoming a retail ghost town..but that would be letting them off too easily. Perhaps this is the new corporate way of doing business, branding without effort. My choice has often been independent shops first, , rather than the retail chain-gang way of shopping. There are wonderful independent stores in Oakville like Black Caviar, Avanti and Born to Shop that offer courteous service. They deserve my MasterCard exclusively from now on, rather than the ubiquitous brick and mortar brands.

I bought a shirt that within a month it start piling, so they replaced it with the same shirt. That shirt then started piling as well, so they replaced it with another colour. I didn't bother to try it on because it was the same shirt, put on the 2nd replacement in another colour on today and it's so freakin' sheer. Unbelievable. They market it as top notch quality, but I've had nothing but issues. I will never shop there again.

My experience here last week was very positive. The staff were very helpful assisting me to find the correct sizes. I was also returning an item and their process was quick and painless. All in all an excellent experience, will definitely be back.

Super rude staff. Standing behind a guy that had ordered 30 things online and was returning all of them no questions asked. I’m returning. a sweater which I took pains to explain was winter weight while I wanted a summer one. I was accused of not having the tag and just treated very poorly in comparison to the guy ahead of me who had ordered his stuff online. I guess I did not fit the profile of someone that should be treated with respect. I have been shopping this brand since day one and some of the head office team in Vancouver. Shared this with them: Shame on you Kit and Ace. And yes you are not James Perse because of this nonsensical pretentiousness.

No issues with the staff, who have always been helpful, but the clothes are really poor quality. Bought two expensive sweaters here and both are completely riddled with holes. For the investment, they should have looked great for several years but things I've bought for less than half the price have stood up and these clothes have not. Unless you only want to wear things once or twice, I suggest you avoid this brand.

I decided to order a bunch of stuff on their website during Cyber monday (25% off). I wasn't able to go into the store because I had just had surgery but wanted to take advantage of the sale. Prior to my order I checked their return policy to make sure things could be returned since it was a large order and I didn't know what would work. This is what their return policy said specifically for sitewide sales: Sitewide Sale: Any sale items that are specifically marked final sale are not eligible for an exchange, refund, credit note, or price adjustments. Not valid on prior purchases. Kit and Ace has the right to change, update, or discontinue sale at any time. Since none of my items said final sale I figured I would have no problem returning things if they did not work. 3 out of the 5 items I ordered did not work. I went to the store and after the sales associate asked a million questions even though everything had tags and was in new condition. She informed me they were final sale. I went into my email to check my order and to my surprise it did say final sale on my order confirmation. Prior to this I can say with confidence I was definitely not under the impression the order would be final sale. I explained this to the sales associate and she agreed that they get complaints all the time about this because it isn't clear when you order. However, nothing could be done. I reached out to someone via a live chat while in the store. They sent me a screenshot of my order confirmation. So I was told things were final sale once I placed the order. I feel completely mislead. I did my due diligence before placing my order. The store was willing to give me store credit but I was confident when I purchased if things didn't work they could be returned. While I was in the store another customer came in with the same complaint. I am now stuck with a $250 credit note which would have been even more if I hadn't found one thing to buy. The store also had no one to contact from head office and no one for them to call. So unprofessional, and I will never be shopping there again.