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Complaint Details
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Initial Complaint
04/08/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
On March 2, 2024, after careful measurement, I ordered Peg Board Drawer Insert with 9 Pegs, UV Coated, 24-1/2"W (2) for my kitchen drawers. They did not fit! Then, when I went to return the boards I was charged back the shipping fee plus a 15% bogus restocking fee ($50.38) and paid an additional $38.00 to ship the product back. In the age of ******, the return policy is terrible/untenable. I basically paid $90.00 for them to keep their product. Interestingly, I was told that if the product was damaged, none of these return “charges” would have been assessed. This practice encourages dishonesty among consumers and penalizes those who want to do the right thing. I would never recommend this business.Business response
05/06/2024
Hello,
The restocking fee of $50.38 is being refunded to you.
Thank you,
*****************Initial Complaint
04/04/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
On February 25, I ordered cabinet vertical racks from *****************, a division of this company. The product cost total was $188.78 and was promptly charged to my credit card. On February 29, I received a confirmation that my order should ship within 2 weeks. The product did not arrive, so I wrote to them and asked for an update. I was told they would get back to me after inquiring with their shipping department. After another week with no follow-up, I emailed them back and explained I want a full credit and to cancel my order. Since this is holding up a kitchen renovation, it already caused enough problems and I didn't want to wait for them any longer. They stopped returning my emails and now I just want them to do the right thing and return my money since I never received the product. The order number is #******.Customer response
04/04/2024
I received an email this morning stating a credit was applied to my credit card and it may take a few days to post. I appreciate your assistance in resolving this and as long as the credit does in fact post, I will close this issue as resolved. Thank you for your assistance.Customer response
04/04/2024
I received an email this morning stating a credit was applied to my credit card and it may take a few days to post. I appreciate your assistance in resolving this and as long as the credit does in fact post, I will close this issue as resolved. Thank you for your assistance.Initial Complaint
08/29/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Months ago I ordered a **** **** stainless steel table from this company for $2000. The delivery occurred around aug 19, 2022. When it arrived, the top was covered with scratches and deep gouges. I notified the company and they said that **** **** needed photos of the damage. These were very hard to take but I finally managed. They sent the photos to ****, then informed me that **** would only provide a "stainless steel repair kit." I consider this inadequate. I want my money.Business response
09/12/2022
To Whom it may Concern:
Thank you for making us aware of the below mentioned complaint. We are currently working to resolve the issue.
Ms. ********* ordered a **** **** table from our company. This is a large, heavy item that ships directly from the manufacturer (**** ****,) via a common carrier and not by *** or *****. *** Logistics was contracted by **** **** to make the delivery. Upon arriving at Ms. *********'s address, the *** delivery driver encountered a sign on her gate requesting that all deliveries be left at the gate. Please see the attached photo (photo 1.) The driver did as instructed by the sign and unloaded the **** **** table and left it where requested. Please see the attached photo (photo 2.). Ordinarily, deliveries made via common carrier, such as *** Logistics, are inspected by the receiver for damages and a Bill of Landing is signed by the receiver indicating they have received their goods in good condition. Ms. ********* did not inspect her delivery prior to receiving it due to the sign left on her front gate. Ms. ********* informed us post-delivery that there were scratches on her table.
Furthermore, *** ********* was instructed to make a delivery appointment with Ms. *********. That never happened. Had that happened, Ms. ********* would have had the opportunity to greet the delivery driver at the agreed upon time and inspect the goods for damage before accepting it.
The sign instructing deliveries be left at the gate and *** neglecting to make a delivery appointment have led to this unfortunate situation.
Ms. ********* has been very difficult to work with and has indicated that she no longer wishes to engage with our company or with **** ****, further making resolution difficult.
Ms.********* will be refunded in full. An insurance claim has been filed by **** **** (Claim number PO # ******) against *** for the damages. We kindly request that she hold onto the scratched table for a period of no more than 30 days. This will allow the insurance company time to inspect the damages.Thank you!
Customer response
09/12/2022
Complaint: ********
I am rejecting this response because:
Sincerely,
****** *********Initial Complaint
05/23/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
Product (paper towel holder) was misrepresented as being able to hold "standard sized" paper towels. It does not. (See photo). When I asked for return, Kitchensource.com wanted me to pay return shipping as well as a 15% restocking fee. Also, the "easy return" process was convoluted. I cannot use this product.Business response
06/02/2022
Hello,
Please accept our apologies. This was an error on the web page. A full refund is being issued.
Thank you,
KitchenSource.com
Customer response
06/02/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
***** *****
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.