DKNY - How to obtain a refund when it is impossible to reach them?

Jack_Bauer

Hi,

I hope some of you kind souls can help me out.

My mother in law placed an order on 2nd December 2024 from DKNY to buy a coat for my wife (https://www.dkny.com/products/dlsmpp55ccam?_pos=2&_sid=ebb864e0a&_ss=r) and has yet to receive the order 13 days later.

When looking at the status of the order, it is classed as an international order and the current status still appears in the 'Order Processing' state. Upon trying to contact them by phone, it was noticed that only a US phone number was available and their live chat feature was only available during US hours. Regardless, both avenues were tried. The phone never gets through and the live chat feature displays the same message regardless of it being during business hours or out of hours; "Sorry we missed you. All of our agents are currently assisting other customers. Please visit our Contact Us Page and we will be happy to help you via email."

In the last 13 days, two attempts have been made to contact DNKY via the provided email address, and both times, no reply has been received.Not even a 'thank you for contacting DKNY'. I can confirm we have checked the spam folders and still nothing. 

Unfortunately, my mother in law used a debit card to place the order.

Is anyone here able to let us know what options are available to seek a refund?

Thanks in advance!

born_again

Looks like they ship from the US. Give the details on site.

Depending on card used. Technically Visa is from debit date 15 days & Mastercard 30 days before a chargeback. But be aware they can reject if you do receive item in the mean time.

Pollycat

It's clear from the website that it is a US company.
DKNY actually stands for 'Donna Karan New York'.

The website says that even shipping within the US, delivery can take up to 9 business days:

Orders will be processed once they clear credit card authorization.

• Economy (US) | $9.00 | 5-9 business days.
• Standard (US) | $12.00 | 4 business days.
• Express (US) | $20.00 | 3 business days.
• Priority (US) | $35.00 | 2 business day.
• AK, HI, PR, VI, GUAM | $18.00 | 10-14 business day.

You are only in the 12 actual days timeline.

I agree that it's poor customer service not to respond to emails but why do you want a refund?