NAKEDCASHMERE Avis 19

NakedCashmere, for the most part, offers a solid product. I have several sweaters from the brand, and up until my most recent experience, I would not have hesitated to give a 5 star review.

What changed? The weak customer service. I find the sizing to be inconsistent, but that's another discussion. My most recent purchase was where I was on the fence between XS and S. I ordered a S and then narrowly missed the window to edit the order (which is very very narrow). Seeing as it had not shipped and being irked that there was no phone number I sent an email.

The response came within 24 hrs and instead either saying no you cannot change the order or yes you can, I got a long windwinded set of instructions explaining how to do an exchange or refund and that this would cost me an additional $9.99.

To the management of NC: I asked if I could change the size before the product had shipped. I was not asking about your process after the sweater arrived. Employ people to answer the phones or at least respond to emails outside of business hours.

Now I know why eBay has so many NWT NakedCashmere sweaters.

I don't think I will be buying direct again. I will either go thru Nordstrom or eBay and take my changes as both sites provide better exchange options in a more timely manner as well as customer service reps. I know they are larger companies but NC sweaters are luxury goods but the company gives you bare bones customer service.

Please note: I know how to read. I was not asking

I was gifted an item from Naked Cashmere and sent it in for an exchange. After more than three months, they returned the same item instead of the requested exchange. When I reached out, I was told the exchange window had expired, despite clear proof of their error. No one has responded to my follow-ups.

Terrible service. I will not use or recommend this company.

Got me a full refund. No issues.

Horrible customer service. Emails not answered - can't get through to anyone on the phone. Returned a $200+ skirt - no refund.

I purchased a set of cashmere socks for my wife for Christmas and the socks were too short for her liking. So on December 26th I initiated a return of the socks only to find out there is a restocking fee of $9.95. That is annoying on a pair of socks that cost $225.00. My wife and I purchase thousands of dollars worth of products online each year and I have not seen a restocking fee in many years. So Naked Cashmere, you have lost a customer for life. We will take our cashmere purchases elsewhere and i hope you enjoy the $9.95 as it will cost you far more than that in the future.

DO NOT BUY THIS COMPANY IS A SCAM. TOOK MY MONEY FOR MONTHS and then stated item was out of stock. They told me the next day it was in stock, I reordered and the same thing happened. Took my month for months and then finally refunded. STAY AWAY

Terrible business. Shitty staff and product.

Terrible customer service! I used a discount code on the last day of a sale. The discount applied. After I submitted the order, the receipt did not show the discount. I screenshot the screen with the completed purchase confirmation. (I always screenshot my purchase screens.) It was made at 11:59:35 pm. The Customer Service agent refused to apply the discount. “Keep in mind, the computer considers 11:59:01 pm to be past the cut off time.” Last I checked, 11:59:59 is still not the next day, yet. I can argue the finer facts of time telling or the “garbage in, garbage out” reality of computer programming, but the point is the Customer Service agent refused to assist me. “I'm sorry but it’s a hard cut off time by our computer system. We do not have access to modify or change this parameter. I wish it was up to me, in which case I would be more than happy to accommodate you.” I find it hard to believe that the issue couldn’t be escalated to a manager, a human that could make a manual adjustment. I am a loyal customer to brands I like but customer service like this is what will deter me from ever buying from Naked Cashmere again.

On May 29, 2025, I ordered the Kendall Sweater from Naked Cashmere (final sale). Upon arrival, the item was defective with a hole near the neckline. I contacted customer service, and their representative offered three resolution options: a refund, exchange, or store credit. I chose a refund, but they went back on their word and processed a replacement without my consent.

Despite my repeated efforts to clarify and resolve the issue, they refused accountability and insisted that a replacement was the only option. I returned the sweater as instructed—only to receive the same defective item mailed back to me.

I contacted them again, and they offered a second exchange as a “final courtesy” but still took no responsibility for either the original defect or the warehouse error. So I returned the item a second time and included a letter in the package requesting proper handling to avoid repeating the mistake.

When I followed up, I was told the matter was “closed” and that two replacements had already been sent—a claim that is false. They never provided tracking or confirmation of a second shipment. When I presented email evidence, return tracking, and photos, they continued to deflect and refused to address the issue further.

What’s most concerning is their gaslighting response and refusal to acknowledge clear documentation. My first purchase was positive, but this experience has exposed serious issues with quality control, transparency, and customer service—completely unacceptable for a brand that claims to offer luxury goods.

On May 29, 2025, I ordered the Kendall Sweater from Naked Cashmere (final sale). Upon arrival, the item was defective with a hole near the neckline. I contacted customer service, and their representative offered three resolution options: a refund, exchange, or store credit. I chose a refund, but they went back on their word and processed a replacement without my consent.

Despite my repeated efforts to clarify and resolve the issue, they refused accountability and insisted that a replacement was the only option. I returned the sweater as instructed—only to receive the same defective item mailed back to me.

I contacted them again, and they offered a second exchange as a “final courtesy” but still took no responsibility for either the original defect or the warehouse error. I returned the item a second time and included a letter in the package requesting proper handling to avoid repeating the mistake.

When I followed up, I was told the matter was “closed” and that two replacements had already been sent—a claim that is false. They never provided tracking or confirmation of a second shipment. When I presented email evidence, return tracking, and photos, they continued to deflect and refused to address the issue further.

What’s most concerning is their gaslighting response and refusal to acknowledge clear documentation. My first purchase was positive, but this experience has exposed serious issues with quality control, transparency, and customer service—completely unacceptable for a brand that claims to offer luxury goods.

I had three orders with the company, two of which the messed up completely. Once they simply ‘forgot’ the order so it shipped very late after I had to cancel it and re-order, and the second time it didn’t ship, I emailed and got a reply 3 days later that they had a power outage and would ship within a day, after which again I didn’t hear anything. Needless to say the order was never shipped and I was only notified of a cancellation. I cannot re-order as the discount I had used isn’t valid any more but there was no apology, no effort, no voucher etc. Bad to reach customer service, no customer ethics it seems.

This company has a reasonable product—- not seriously good but not bad either given the price point. However, they never answer emails and their logistics is awful. I ordered an item during the Christmas sales. They confirmed my order and subsequently billed my credit card. After two days I received an email cancelling the order. No apologies, nothing. This prevented me from ordering from other vendors during the special Christmas promotions.When I inquired by email about the problem and asked how they could bill me when the item was not in inventory, I received no response. No one is available ever in customer service either to answer calls.

Placed an order three weeks ago. According to the trucking number the order still not yet shipped, carrier is still awaiting for a shipment. I didn't receive any additional email about the delay, it's not possible to reach customer service by phone or via chat, they didn't answer my emails. I waited for the chat reply more than 5 hours yesterday - not sure that customer assistance wait time is more than 5 hours, no one can wait that long. I never met such a horrible customer service with so annoying advertising. Looks like a fraud, going to report my financial institution.

Naked is the best cashmere available anywhere. Super soft, does not pill, timeless designs that last forever. I have many styles bought in multiple colors because they are such hardworking wardrobe staples. Don’t waste your time on the cheap stuff when you can invest in great quality like this. Sizing is also generous - no skimping here. I often size down on the relaxed fits. Love this brand!

Pure Luxury, Perfectly Crafted Naked Cashmere has mastered the art of timeless, sustainable luxury. Their Grade A Inner Mongolian cashmere is a true testament to exceptional craftsmanship.

With designs that balance effortless elegance and everyday comfort, each piece feels as good as it looks. Whether you’re lounging at home or heading out, Naked Cashmere delivers versatility that lasts.

What truly sets them apart? Their commitment to sustainability and ethical practices. From transparent sourcing to flawless execution, this is luxury you can feel good about.

If you’re looking for investment pieces that elevate your wardrobe and stand the test of time, Naked Cashmere is unbeatable.

Rating: ⭐⭐⭐⭐⭐++
Indulge in the experience—you won’t regret it.

Love every item I own! Still have pieces from 4 years ago in good as new shape. Definitely a place to buy cashmere if you want it to last!

HORRIBLE customer service that cancelled my order that I bought on SALE, after claiming I used «an unauthorized discount code» even though I spent my reward points that I had with them. Not very happy at all.I am furious with the way they treat their customers ans I am contacting my lawyer.
You have cancelled several orders and you treat you customers like liars. I am clearly not the only one that feels like this.
Haven’t replied in over a week, very convinient now that sale is ending. Then they replied with they will cancel the rest of my orders and reward points that I have earned. Also blocked me on social media. Really horrendous experience. Stay far away from this business. Also Stephanye Trejo should be fired from her job there.

Appalling experience. I placed an order for three sweaters on Instagram. They were on sale due to "seller offer"—an offer that comes directly from the seller at the check out. I have screenshots. Two were marked as shipped before I got an email saying that people were using fraudulent coupon codes and they were cancelling all orders (they even cancelled the shipped ones). This was a seller offer—not a coupon code, and they clearly knew it was their mistake. I applied nothing at checkout for any of them. They would rather call customers liars than honor something that was their mistake (I researched the company before placing my orders, so this was wasted time, too). So they took hundreds of dollars from me (for as long as it takes to refund it) and basically called me a liar. They certainly know how to ensure people will never shop with them again.

I was so excited when placed an order for Kaia crewneck cashmere sweater however i was so shocked when i received different style and the one i received was so so baggy on me .I couldnt exchange and get another one because it was out of stock. They have refunded me and I placed another order for different cashmere sweater and it was so good. The customer service is not that friendly but the quality of the cashmere is truly so good and because of my experience with customer service i am giving 4 stars