ComplaintsforKYX World

• Initial Complaint

  08/17/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I had a subscription to them for a handful of months and got a pair of shoes to rent. Recently I got into a car accident and the shoes were damaged and ultimately cut open and not even able to send them back for a estimate. I told them I could get the money to owe them if they give me a few or a new pair of the same shoes but threaten legal action. I told them multiple times I could pay them back soon and even get all the past fees paid but they don't seem to care at all and want money that I explained I don't have. They also want 2x the amount the shoes worth as retail they got for 280 or even 180 but they insist on a very high amount at $404. I don't have the money and financially struggling but they are trying to get the money that I don't have.

  Business response

  09/23/2022

  Business Response /* (1000, 8, 2022/09/12) */ Contact Name and Title:*****************, Head CX Contact Email:******************** Hi ****, My name is **** and I am Head of Customer Experience at KYX World. Your BBB complaint has been forwarded in my direction and I wanted to personally reach out to you first before responding to the complaint. I understand the complaint was made after you had received emails from us about legal action and collections. These emails are sent automatically when someone misses their payment. After your last interaction with one of my colleagues, we agreed to give you 1.5 months time to recoup the money to pay us back for the damaged pair. Those emails about your missed payment should have been shut off on your account, and unfortunately, in your case they were not, making you believe we were going to pursue legal action and send you to collections, when in fact, we were not. In regards to the price of the shoes, you mention in your BBB complaint that we are charging a much higher cost than the retail value. Our prices are based on the current market value of the sneakers, not the retail value. Similar to stocks or homes, the prices can vary daily, with sneakers it is the same. The price we quoted you was unintentionally high, as our pricing algorithm was having issues that day. Currently the price for that pair is $322. We can also utilize your KYX Bank of $81 to bring the price down to $241. Finally, we'll waive the final payment from August 5th and close your account once the $241 payment for the Yeezy's is completed and can move forward with closing your account. If this all sounds good to you, please respond to this email and we'll go from there. I will submit this response to BBB and then you can close the case by accepting my response. Looking forward to your reply.

• Initial Complaint

  01/27/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  My son signed up for an online subscription based program. For a monthly fee he would receive a pair of sneaks each month to wear and send back or buy. He put himself on an auto pay program. The first month was fine. The second month he was charged on the preselected date, but his sneakers showed up two weeks later. So he still had 30 days to return them from the date received. The company did not though push back his next autopay by two weeks. So on month two they took his money without supplying a product for 2 weeks then with him thinking he still had time to return the month 2 product, he was charged for month 3 and told he could not cancel the subscription until they had month 2 shoes back. And this is how they justified charging for month 3 and not refunding it, even after month two was returned. I used email to contact multiple times and then social media. On ******** ********* I received a message that ended with No contacts, no obligations. Let me know if you have any questions at all- I'm here to help! After I responded to this representative with the scenario I received zero response. In all email interactions all they spoke about was the "contract" in the form of their terms and agreements.

  Business response

  03/29/2022

  Business Response /* (1000, 5, 2022/03/23) */ Hello *****************, My name is Mike and I am Head of Customer Experience at KYX World. Your message has been brought to my attention and I will be helping you with this moving forward. When a consumer signs up for a subscription, they must agree to the Terms and Conditions of using the service. At the time, we had an average processing and shipping time of 6-9 business days so the first "month" with us was set to a 5 week period. Additionally, for the following months or service, we required the consumer to place their order at least 15 days in advance of their upcoming billing date in order to get it sourced, authenticated and shipped to you at the beginning of the new billing period. This was noted on the Terms as well as in a Welcome Card included with your package and several automated welcome emails that are sent after an order is placed. Much like other subscription services, you continue to get billed, even if the service is not used or utilized properly--you won't reach out to *******, **** or your gym for a refund if you didn't use the service for a month, right? Since you have cancelled your subscription, we have completely revamped the ordering and shipping process drastically. We no longer require you to place your order within a certain time frame, you can now enjoy Unlimited swaps, which means you can keep the shoe for as long or as little as you'd like. Additionally, the site now reflects live inventory and we ship products within 2 business days. Without getting into the nitty gritty of it all, I totally see where the miscommunication was on our end and would like to apologize for the experience you had with us. I would like to offer you a free month of our new GOLD tier plus 50% off the following month so you can try the new perks and features. Otherwise, I'd be happy to provide you a refund for the 3rd unused month. Please let me know what you would prefer to do and we'll go from there. Consumer Response /* (2000, 9, 2022/03/29) */ (The consumer indicated he/she ACCEPTED the response from the business.) We accept the response. They have issued a full refund.

*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. ↩