ComplaintsforKenna's Crystals

• Initial Complaint

  23/02/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a *** gift card for Kennas crystals *** ****, to use at her advertised restock coming *** ****. I even tipped an extra ** which is an option when checking out. When I tried to use the gift card it kept saying the gift card code was invalid. I submitted an email to customer service on the website and was told no refunds no exceptions. I was also told I could not use the gift card at her store front in ******* , could only be used online. I waited for the next restock , *** **************************************************** my cart and again the gift card would not work. I exited and reloaded , items were still available but the site would not accept my card. I tried to give this business the benefit of the doubt after all the negative feedback , *** * **** **** * **** *** **** **** ** ***** **** ***** **** ********* ***** ** **** . I very much wanted to order and have a positive experience , now I just really hope to get my my money back

  

  Business response

  27/06/2023

  Good afternoon, ****.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order **********) for a gift card in the amount of ********* ******* * ***** ***). The status of the order in our system says it was fulfilled then refunded. We can also see in our system that we issued a refund to your **** **** in the amount of ********* ** ********** * *******. Could you please confirm that you did in fact receive this refund.

   

  ****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

   

  ***** ******

  Kenna’s Crystals

• Initial Complaint

  17/02/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  something happened with kennas ******* supplier last year in ****. she stated that she got ******* or something. with that happening, she had to cancel & refund orders made in **** ****. she also gave the option to wait & still have your order fulfilled once she figures everything out. i decided i would want a refund. so i waited, and waited. months passed and i still didnt receive my refund. i emailed her multiple times, and even filed a form for her to contact me for a refund. i have received absolutely no response. its been 8 months. she is currently fulfilling new orders, ******* ** *** ******. im not the only person who hasnt received a refund either. **** ** ********** ***** ******** ********* *** ********* ***** ** ** ***** ** ** *** **** ** ****** ****** ******* *** * ******* ***** at the same time processing & accepting new orders.

  

  Business response

  27/06/2023

  Good afternoon, ******.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * *******. Could you please confirm that you did in fact receive this refund.

   

  ******, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

  Customer response

  27/06/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I never received a refund. I replied with a ********** ** ** **** ********* **** ******* *** ****, i was not refunded on that day. The only transaction i can find is when i placed my order on **** **** ****. I also searched all of my transactions for the amount i would’ve been refunded, i was unable to find anything but my purchase.

  
  Sincerely,
  
  ****** ****

  

  Business response

  28/06/2023

  Thank you for your response. We understand that you are unable to locate the refund we referred to in our previous response. Given this, if you are agreeable, ** ***** **** ** **** ******* ****** *** ** ********** ** **** Could you please confirm your ***** ******* *** ********* ********** *********

  Have a great day,

  ***** ******

  Kenna's Crystals

  Customer response

  29/06/2023

  
  Better Business Bureau:
  

  thank you. ** ***** ******* ** **********************

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** ****

• Initial Complaint

  17/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On *** ***** **** I placed an order for the amount of ****** on Kennas Crystals website. During this time, I closely followed the businesses social media platforms (primarily Tik Tok) to watch for order updates as it was my understanding that it was a small business who wasnt prepared for the volume of orders that were made on *** ***** product restock. Up until about 3 months ago, I had been patient about waiting to receive my order until I saw that almost every order made from *** **** was being refunded due to ******* ******** the business and I only had to fill out a form on the website in order to receive my refund. I filled the form back in ********* I believe and now in ******* have yet to receive my refund despite the business posting that every customer has received one. I tried countless times to contact the business using their email, commented on many videos asking them to contact me and even privately messaged their Tik Tok account looking for answers to hear nothing back. **** ** *** **** ** *** ******** ****** ******** ********************************

  

  Business response

  27/06/2023

  Good afternoon, *****.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * ******** Could you please confirm that you did in fact receive this refund.

   

  *****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks

• Initial Complaint

  17/01/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On **** ***** **** I made a purchase with Kenna’s Crystals for ****** with the promise I'd be receiving my crystals in 1-2 months due to her long processing times. Several months passed and she kept posting updates on her tiktok stating that she was having issues with ******** but that we'd be getting our orders as soon as possible so I just gave her the benefit of the doubt and continued to be patient. In early ********* she posted a video asking everyone that ordered through ******** to please fill out the form on her new website and we'd get our orders soon. Up until last week, I was under the impression that I'd be getting my order any time now, however based off her social media posts I discerned this was not the case. I emailed her and she claimed that she refunded me, however I have not received this refund and sent her more emails trying to solve the issue so I could get my refund and move on. She sent a few short and rude replies then stopped answering me all together. I don't know what to do anymore, * **** ** ***** ********* ** *** I just want my money back so I can move on from this. I've also seen online that many other people have had the same experience with her *** *** ****** ********* **** *** ***** ******* **** **** ******** ****** **** *****

  

  Business response

  27/06/2023

  Good afternoon, *****.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ***** We see that you placed an order *******) in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * ******. Could you please confirm that you did in fact receive this refund.

   

  *****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

   

  ***** ******

  Kenna’s Crystals

• Initial Complaint

  13/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased from this shop on J*** ***** ****. My order included *** **** ******* ******* *** * **** ***** ** ******* ********* The total was ** **** *** ******** ** *** *****. It is now ******* ****, and the order never shipped, nor have I received a refund. Back in ********* she said she would be refunding everyone, but I have not yet been refunded and neither have many others. She continues to restock her shop and has delayed refunding previous customers.

  

  Business response

  27/06/2023

  Good afternoon, ******

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Discover Card in the amount of ********* on ********** * *******. Could you please confirm that you did in fact receive this refund.

   

  *****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

  Customer response

  27/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me as I did in fact receive the refund.
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  11/01/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  July 21, 2021 is when I bought 18.00$ worth of items from her. My order number is ***** and still have not received the package. Contacted the company three times in the course of august-January. Heard nothing back from the company.

  

  Business response

  27/06/2023

  Good afternoon, *****.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in 2022. We see that you placed an order (#*****) in the amount of CAD$18.08. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of CAD$18.08 on 2022-01-09 @ 12:28AM. Could you please confirm that you did in fact receive this refund.

   

  *****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a *** e gift card for my sister on ******** **** full well knowing Kennas Crystals was out of inventory. With the upcoming restock I was excited to give this to my sister as a gift. I screen shot the confirmation luckily & the money was taken from my account. At this point on ******* *** I still have not received a follow up email & all of my messages as of now have been ignored. Id like my money back. * ** *** ******* * ******** **** ***** ***** **** ** ******* *****. ** ***** ** ** **** *** **** **** *** ***** ** **** ******* **** ***** ** ******* * ******* ******* ****** *** *****.

  

  Business response

  27/06/2023

  Good afternoon, ******.

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order *********** for a gift card valued at *********. The status of the order in our system says it was fulfilled, however, we understand that you never received the gift card in your email. We do still see the original gift card in our old site, which was disabled after we created a new gift card on our new site. O* *** *** ***** *** ** **** *** ***** we sent you emails providing details on the new gift card prior to the launch of our new site on Shopify. As you may know, our gift cards do not expire.

   

  Having said all that, we understand your frustration and dissatisfaction with Kenna’s Crystals and ***** **** ** ***** *** * **** ******* If this resolution works for you, ** *** ** ** ********** ** **** ***** ***************************** address on file. Please let me know if this would be an acceptable resolution.

   

  ******, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I had originally placed an order on *** **** ****** ******* coming to a total of *** and haven't received the order. After filing for a refund from the business owner's website and emailing about when I might receive my money back, I still haven't received anything after waiting for over 8 months.

  

  Business response

  27/06/2023

  Good afternoon, *********

   

  My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.

   

  We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** for an amount of *********. The status of the order in our system says it was unfulfilled, so we would like to offer *** * **** ******. If this resolution works for you, ** *** ** ** ********** ** **** ***** ******* on file. Please let me know if this would be an acceptable resolution.

   

  ********, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.

   

  Thanks,

   

  Customer response

  27/06/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ******** ********

• Initial Complaint

  04/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On June 19 2021 I placed an order with Kennas Crystals for ***** CA. I have yet to receive my product. ***** has not responded to any email I have sent to get a refund

• Initial Complaint

  15/11/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  $75 was paid for orders placed in May 2021. My daughter a** ********* ** ***** ******* have yet to receive their orders. ***** will NOT respond to anyone and Deletes all complaints and requests for refunds off her account on tiktok. Please help stop the *****. Please!!!!!

  

  Business response

  15/11/2021

  Hi, 

  I have 1.8 million followers on tiktok every day. Due to that my emails are flooded with emails that arent regarding customer concerns. This makes it very hard to address those concerns. As per my FAQ page on my website, there is a customer service email that is reserved for customer complaints and it gets answered within 1-5 business days. It is usually around 2. Refunds have started to be sent out as of November 11th.  There is no *****, this is my first year having a business as a ** year old woman. I started it when I was ** and did not expect it to get so big. I am doing my best to learn from mistakes, restocking with too much volume was my mistake. I fulfilled over ***** of the orders I received, and I received them all in ONE DAY. I am beyond grateful for it, but it left me with too many orders to fulfill and not enough time. Im sorry for the inconvenience it caused but I have many responsibilities and I am only one person. I am truly doing my best. Like said before, please email the customer service email found on my FAQ page. I have hired a virtual assistant who has been an amazing help. Thank you for your patience, I truly appreciate it. 

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩