ComplaintsforKenzie's Optics

• Initial Complaint

  03/24/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On February 19th I ordered a light from Kenzies Optics. The package was shipped and lost in the mail in Georgia. I contacted the company and they stated they would initiate a missing mail search and was confident the package would be found. The package was not found and I contacted them again for a replacement or refund. The company stated they couldnt, file a claim until 30 days passed since the order was shipped and after 30 days they would resolve the issue. After *********************************************************************** issue a refund. They stated they would send me a new light and a email with shipping information would be sent to me but never happened. Kenzies optics puts themselves before their customers when it comes to shipment issues and I feel like I have to constantly contact them to get this process moving and I still have not received a refund or the light I ordered over a month ago.

  Business response

  03/25/2024

  Hey *******,

  We are extremely sorry for the lack of communication during this process. While the main issue with your frustration falls on the courier, it is our job to make sure you are kept up to date during the mail claim process. This process is long and arduous and from your perspective it can seem like you were forgotten. We do apologize for this. Please know that we are working diligently in the background to address all issues that any courier may cause for our customers. We appreciate your business and we hope that your replacement item brings this issue to a satisfactory conclusion. 

  Customer response

  03/26/2024

   
  Complaint: 21478604
  
  The main issue for my frustration is not with **** losing a package. My frustration is having to check in and keep tabs to ensure something was being done and the drawn out process that ensures Kenzies optics isnt out money for a lost package that was supposed to be shipped to a customer. A email was supposed to be sent to me with shipping details on a replacement light and I never received it. I stated this in the  BBB complaint and still do not have confirmation a replacement light is being shipped to me. At this point Id rather have a refund and take my business somewhere else.

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

  Business response

  03/26/2024

  Hey *******,

  The perception that Kenzies Optics was dragging this out to avoid a financial loss is unfortunate. We apologize that this is the impression you have of us and our lack of communication is to blame for this. The ******* hub for **** is having major delays which has resulted in customers receiving their packages after extended delays. This has created an issue where we cannot immediately issue a refund or replacement since the original package still has a high delivery rate. Our process gives the courier the best chance to deliver the package so we can avoid fraudulent claims. By now, we hope you have received your tracking number for your replacement package. It was sent via email this morning at 10:54am.

  Again, we sincerely apologize for this inconvenience and we hope to resolve this issue to your satisfaction. 

• Initial Complaint

  10/17/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Kenzies offered a discount via email on Oct 15th 2022 for 20% off a Holosun **** red dot optic. The item was specifically linked in the email as eligible for the discount. When attempting to use the discount coupon as outlined in the email, the coupon did not work.I sent them an email through their website the day of the sale to inform them that the coupon wasn't working so that it could be resolved when they were back in the office, as the sale was on a Saturday. They claimed that the promotion was for the **** Core and not regular ****, however, the email link is to the standard **** and not the **** Core.After several back-and-forth emails on Monday, October 17th, they refused to honor the advertised promotion, even though the link in the email goes to the product I was trying to purchase per their advertisement.

  Business response

  10/24/2022

  I would like to apologize on our behalf for the confusing information you received regarding our sale that was offered for 20% off one day only on our website 10/15/22. Our **************** team responded based on internal information that was conflicting and therefore responded incorrectly to you. We are willing to offer the 20% off coupon as advertised in the images on the Holosun AEMS model of your choosing (red or green). If you would still like to purchase this item, please don't hesitate to contact us through the email address provided above or in the personal response sent to you. 
  
  We're again very sorry for this inconvenience and we hope in the future we have the opportunity to earn your business.
  
  

  Customer response

  10/26/2022

   
  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.  They have extended the discount for the advertised item. Thank you for your assistance.
  
  Sincerely,
  
  ***********************

*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. ↩