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.

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.

GARBAGE Bought shorts, a hole appeared after wearing them the first day at golf. Took them back to be replaced, said they would repair them for free "okay sure why not?" I thought. Got the shorts back and it looked like a 5th grader had tried to repair them. Plan to go back and ask for a replacement but doubt they will offer it since they know their clothes will just break again. Will never be buying from them again. I also have 2 shirts from them that have started to show loose threads. Spend the few extra dollars and buy from lululemon or LL bean they care more and their clothes actually last.

My husband and I had an unsatisfactory experience today. Floor staff were too busy chatting with each other to inquire if assistance was required. Interrupted to explain I needed to return an item and gave the bag with receipt. Was told it was final sale, which was not told to my husband when the item was purchased. Yes, it was printed on the paper receipt but he didn’t read that. The receipt and bag were handed back … nothing else was said to us. It was the attitude of the staff that was irritating as well as the fact that I now have an item that doesn’t fit. Will not be shopping there again!

Five stars for customer service at this location. Specifically, I would like to highlight the level of excellence and proficiency that one of the staff members, Lauren was able to demonstrate. Lauren was extremely helpful - they didn't have my size in store when I came to this location with an online order return, but she was able to get me store credits and immediately place an order for me online so that a new item with the right size would get delivered. She did it all very quickly and efficiently as other customers were getting ready to check out. Many thanks to this store!

Would choose another location for shopping and pickup. Worst customer experience at Kit and Ace. This is not normal, but maybe for this location. Came in for an order pickup(could not choose delivery for these items). The associate made no effort to honor the 40% off on my original order(which I clarified a week earlier that it would be honored based on my original order) , nor ask, search for more info, ask someone etc. Would rather stand there in an empty store. Walked out without my pick up. Wasted my time and commute on the afternoon of Dec 22.

Purchased October 2022 and was my go to jacket. Light and comfie. I was disappointed when I brought out to wear this 2023 season. I clearly see and feel degradation of the jacket. However, their Quality Assurance Team do not deem this as a manufacturing defect, rather wear & tear. Really? So I am not to wear the jacket throughout the fall & winter? For $273.14 their quality is below my standards. Back to Winners for quality, outstanding customer service and much better pricing. Very disappointed!

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.

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 would give the customer service in the Oakville store 1 star.... I was in the store almost 20 min, tried a pair of pants on and nobody even asked if I needed help until I was ready to purchase my pants. There were 3 staff in the store....it was awful.. It's too bad because I love their clothing.

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.

Nice brand and product but horrible customer service in the store. Me and my boyfriend went there on Sunday March 26 and while we are happy with our purchases we won’t return to that location. Rude unhelpful staff, do better!

Not sure why there's so many bad ratings. I had a pleasant experience here, there were I think 3-4 employees there and they were all friendly. The staff was nice and it was a nice atmosphere inside the store.

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.

Another great location of a fantastic store with helpful, friendly and knowledgeable staff. Paid street parking available.

I find the staff at the Oakville Kit and Ace to be just lovely! They are helpful and very friendly.

Must be complainers... I've bought PLENTY from this location and they've always been lovely to me!

Lauren went above and beyond to help me purchase a skirt for my 94 yr mom. Thanks so much!

This place is not well known. If you want quality and class walk in the door in Oakville

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

Favorite must-have clothing shop