13h ago
I genuinely liked KVRT STVFF and their products, but unfortunately, my recent experience has left me extremely disappointed with the brand and its approach to customer loyalty. A few months ago, I ordered swimwear from KVRT STVFF and was very happy with the quality. Unfortunately, my €135 Cappuccino Toner Swim Brief was stolen just a few weeks after purchasing it. Then something rather unusual happened. In August, I unexpectedly received a package containing two completely different items that I had never ordered: a swim brief worth approximately €135 and a pair of shorts worth €160. Almost €300 worth of merchandise had apparently been delivered to me by mistake. I immediately contacted KVRT STVFF, explained the situation, provided photographs and offered to return everything. Let’s be realistic: Not everyone would have gone out of their way to report an unexpected delivery of almost €300 worth of products. But for me, honesty is simply the right thing to do. The customer service team thanked me and provided a prepaid shipping label. I repacked everything and personally dropped the parcel off at UPS. So far, so good. However, what genuinely disappointed me was what happened afterwards. After mentioning that my own €135 swim brief had recently been stolen, I casually asked whether they could let me know if that particular model ever went on sale, as I would love to replace it. Their response? No discounts available, perhaps wait until Black Friday. And that was it. To be clear, I never expected to be rewarded for doing the right thing. But I do believe that exceptional customer loyalty deserves some recognition, especially from a premium brand charging €135 for a single swim brief. Even a small gesture, a personal discount code or simply a thoughtful response would have made a huge difference. Instead, the entire experience felt surprisingly transactional. I subsequently shared my disappointment in a detailed, respectful email, explaining that I work with customers myself and strongly believe in acknowledging people who go out of their way to help a business. On September 4, customer service confirmed that my feedback had been forwarded directly to Borja, the company’s CEO, for personal review. Today, October 26, more than seven weeks later, I still haven’t received any further response. I find that particularly disappointing. Not because I believe I’m entitled to free products or discounts, but because I genuinely expected a different level of customer appreciation from a brand positioned in this price category. Good customer service isn’t just about processing orders and returns. It’s about making customers feel valued. KVRT STVFF had a wonderful opportunity to turn an unusual situation into a memorable, positive customer experience. Unfortunately, for me, they achieved the exact opposite. It’s a shame, because I genuinely liked their products. Great swimwear, but unfortunately, a very disappointing experience when it comes to customer appreciation and loyalty.