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karenes

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Member since:15.01.2004

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Service not O-Kay

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14.09.2004

Advantages:
Good products at reasonable prices, interest free credit

Disadvantages:
Service has been declining of late

Recommendable Yes:

16 Ciao members have rated this review on average: very helpful See ratings
very helpful by (100%):
  1. hazle
  2. laura.maclean
  3. Lush1
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I have been a Kays customer for about 18 months and do all my shopping online at either kays.com (formerly kays.net) or their sister site kayslifestyle.co.uk.

KAYS LIFESTYLE:

This is the new sister site to kays.com where you can find some Kays products at cheaper prices. Originally I understood this to be a perk for existing Account Holders which seemed like a reasonable idea, until I found that anyone can use the site to make purchases by credit/debit card, as with the main website.
This therefore, defeats the whole purpose of the site as far as I am concerned.
Why have 2 websites showing the same products at 2 different prices? You can't even get the whole range on the new site and those that are on there they are often the same price as on kays.com, though some are cheaper.

WEBSITE:

The websites are fairly easy to use, with all the products laid out clearly in different sections (ie womens clothing, mens, household, beauty products etc) and then subdivided more specifically (ie womens clothing - footwear - sandals).
They also have a search facillity if you don't want to go through the sections, where you can type in keywords if you are searching for a particular product description (ie 3 quarter length jeans).
You are informed when you choose an individual product of the various colour options, sizes (if clothes) and if the item is available or not.
The only negative comment I would make about the site is the fact that to place an order you have to enter your (rather long) reference number which you can find either on your statememt or in the 'My Account' area.
I understand this is security related however it is quite time consuming if you don't have your number to hand. As you need a password to access your account anyway, it may be easier to allow instant ordering once you have logged in.

CASHBACK:

The cashback facility on Kays was excellent - 10% cashback on all purchases if used against further purchases (slightly less if requested as a payment).
I was recently informed however, that they are removing this facility in favour of the lower prices (though it seems to me that they were paying out so much in cashback they couldn't afford to keep it going).
Any purchases made up until the new site was launched would still earn cashback, however they have also removed the section on the 'My Account' area which showed you exactly how much cashback you had earned. You now have to contact Kays Customer Services in order to obtain this information and request a payment.

MY ACCOUNT:

This is where you check your current balance, recent statements and status of any orders you have placed.
You can now only access this section from the kayslifestyle site which can be very annoying if you are on the main site.
As I have already mentioned, they have also removed the cashback section which is again, very annoying.

DELIVERY:

Delivery is free and you are informed at time of ordering when you can expect your goods.
I found in the past that although the standard quoted time was 3 working days, orders were normally delivered within 24-48 hours.
In the last few months this has declined a great deal.
You can now expect to wait anything upto 3 weeks for an item which was shown to be in stock and shown on your account to be delivered within 3 working days.
This apparently is due to a current problem with the carriers (Realty) and they hope to resolve this problem soon. If so, I will be happy to amend this section.

PRICES:

On the whole I find Kays prices fairly reasonable. If you are after higher quality goods then of course you will pay a little more but for high street quality I would say they are very reasonable.

PRODUCT RANGE:

I mainly shop for clothes at Kays, of which they have a good selection. Clothes are mainly the latest fashions and they also contain sections for larger sizes, petite sizes and clothes for the more mature person. Even the cheaper items are of good quality though you may find they are not as well fitting.
On that note I would also like to mention that any brands that are not so well known tend to be slightly larger than you may expect, so if you are a size 12 you may in some cases need to order a size 10. This appears to be true more so for the cheaper products.
As well as clothes Kays also have a range of household goods, beauty products, toys and jewellery. Some of these appear quite pricey but as you do get interest free credit, where with some mail order companies you pay quite a lot of interest, you may save in the long run.

CUSTOMER SERVICE:

I have personally found that on the whole Customer Services are fairly helpful, though this appears to be more with the email service than over the phone. Unfortunately their information is not always accurate (eg if you are informed your delivery will be there tomorrow you may still be waiting several days later). Of course this may simply be due to the current problems involving the delivery company, as this inaccuracy appears to be a recent development.
I do not have very much information on this as I rarely needed to use the service in the past before the recent changes were made.

IN CONCLUSION:

On the whole I have found shopping with Kays easy, affordable and fast, however my opinion is rapidly lowering with the recent problems they appear to have been experiencing.
Before these occurred I would have had nothing but good things to say about Kays, but these problems with delays and removal of key facillities cannot be ignored.

hopefully these will be resolved soon and they will once again be a company I can recommend highly.
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Comments about this review »

kyannShepherds 10.11.2004 17:53

hate kays they had me blacklisted for their own mistake

laura.maclean 10.11.2004 17:18

Never used Kays. Had a littlewoods catalogue for a while but I was quite forgetful with the bill so don't have it anymore!! Laura x

Lush1 09.11.2004 13:15

I'm sure you are totally right on your cash back conspiricy theory...rarely do any of the shops do us the consumer any favours!

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Product details

Type Clothing & Accessories
Domain Extension .net

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This review of kays.net has been rated:

"very helpful" by (100%):

  1. hazle
  2. laura.maclean
  3. Lush1

and 25 other members

The overall rating of a review is different from a simple average of all individual ratings.



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