ComplaintsforMacKenzie-Childs, LLC

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Hello, I order from this company two times. This morning I woke up to a random $602.28 charge. No one from the company is responding by email of phone. They stole money from my account. I have photos to prove the stolen money and no one is responding. I need them to respond

  Business response

  09/04/2024

  This customer has sent multiple emails that all read the same thing regarding the charges on their card. Additionally, a representative reached her via phone and had a conversation explaining the situation. The representative speaking with her had to terminate the call due to inappropriate language used by the customer. Following that call, I personally called and left the customer a voicemail. After which I followed up with another response to an email at 11:05am ET. My email response was as follows. There is nothing more we can assist this customer with. We have explained our billing process numerous times via phone and email. Hi *****,  I left you a voicemail a moment ago regarding your phone conversation with ******. I understand you are upset with how we process and bill our orders. We handle all orders the same so we are unable to treat your orders or your billing any different. Our website FAQ on how we authorize and bill explains it well:  How will my order be billed? Customers are authorized for the full amount of an order, including tax and shipping if applicable, at the time the order is placed. Payment is not collected until item(s) are shipped—an authorization is a temporary hold, not a charge. If an order is partially shipped, we charge for the amount shipped and take an authorization for the remaining balance due. We authorize credit cards every eight business days until merchandise ships on the order. Once the order is billed in full, the authorizations will no longer be pending on your card. The amount of time it takes for the authorizations to be dropped depends on your financial institution, but you would typically see this happen within 3-5 business days.  You have 2 orders with us: ********* which is for $898.86 and has been partially fulfilled. Meaning we have shipped and billed you for the two ********** ***** * **** ********* and we have authorized you for the remaining balance for the two ********* ******** *********** and the one ******** *****. When those remaining 3 items ship you will be billed for those. If you do not wish to receive them you can cancel them. However, if they begin processing before you respond, we cannot cancel.   Order ********* which is for $685.27 and all the items on the order have shipped and you have been billed for.   Again, I understand this billing process can be complex, but it is how we bill all orders for all customers. If you wish to cancel the remaining items on order ********* please let us know. 

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Order #: ********* And spent over $400. The vendor took a long time to ship this product. The estimated ship date on the website said within a few days they claimed they shipped this a month after I ordered it with no communication . Item shows delivered I don’t have it. Our building has cameras and I was home I never got a delivery. Manager checked with all the tenants nobody got this package it was nowhere in the building. Check the images of the delivery. It’s blurry the image, doesn’t show where it was delivered, the box and door # isn’t visible. *** called me Aug 21 8:40 am and They said it was Invalid picture no door number and blurry so they cannot prove the driver delivered my items. They stated they will pay the claim to Mackenzie child and will also be contacting them to inform them I can get a refund or replacement!! I never got my items I want my items but nobody in customer service is helping they just keep giving me the run around. *** said they will pay for this claim as it’s an invalid photo they cannot prove it was delivered or where It was delivered based off this photo but Mackenzie willl not help me. I need my items this isn’t a joke I spent so much money

  Business response

  09/03/2024

  I am sorry to hear this has happened to the customer. We did a lost package investigation with ***, which they closed stating they did deliver and had photo proof. Despite this, we did make a one time exception and refund the customer in full on 8/30 in the amount of $336.70. This refund went back to the customers original pay method. Again, I am sorry for any inconvenience that this has caused.  

• Initial Complaint

  08/16/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am filing a complaint against Mackenzie-Childs regarding my first purchase with the company, (*********) which has been a disappointing experience. I placed an order on July 23, 2024, and the item was not shipped until August 8, 2024. Although *** marked the package as delivered, I have not received it. When I contacted Mackenzie-Childs, I was advised to check with my neighbors—a suggestion that is both inadequate and unprofessional. As a customer, I expect the company to take responsibility for ensuring proper delivery. Mackenzie-Childs also mentioned opening an investigation with ***, a step I had already initiated immediately after the issue arose. Additionally, the lack of effective communication has been frustrating. Mackenzie-Childs does not take phone calls, their chat support is consistently offline, and email responses are significantly delayed. This level of customer service is unacceptable, especially for a first-time customer who was considering building a collection with their products. I am requesting an immediate replacement of the missing item or a full refund. I also urge Mackenzie-Childs to address the deficiencies in their customer service to prevent similar issues for future customers. Thank you for your prompt attention to this matter.

  Business response

  08/19/2024

  I am terribly sorry for the bad experience this customer had with the order. I do see where there were 2 items on the order, one of which has sold out and required a full refund, which has been processed. The other item, the Medium Canister was placed on a replacement order which should process and ship out to the customer ASAP. While we did follow the standard protocol for lost/stolen packages, I can understand how this process is frustrating and can take some time to resolve. Customer Service operates via email and we are responding to customers within 24-48 hours. We no longer have a live call in phone line, but all customers are responded to in a reasonable time frame.$60.67 was refund to the original payment method for the item we sold out of and the Canister has been placed on a replacement order that will ship shortly. Again, I am sorry for the inconvenience caused by this. 

• Initial Complaint

  07/30/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed footstool order with Mackenzie-Childs online during their sale, July 19th, and paid thru Paypal. Got confirmation of purchase and funds 'hold' of $438.90 was on my bank checking account for over two weeks. When no shipping notice came to my email I made my first inquiry. A week ago I went to Mackenzie Childs site and footstool was relisted for twice my purchase price!! I then sent 2nd inquiry about my purchase being shipped and again heard nothing. A couple days ago the purchase pending hold was dropped with no explanation nor communication. I then sent inquiry about why, where and request to purchase at price they advertised. No reply again!!! I WANT THE FOOTSTOOL THEY SOLD ME JULY 19TH, AND CLEARLY HAVE RELISTED BY SAME ITEM # AT ALMOST TWICE THE PRICE, SHIPPED TO ME AS AGREED. THEY OBVIOUSLY STILL HAVE IT IN THEIR CURRENT INVENTORY. I tried to call today and recording states "all purchase inquiries handled by email". HA .... they ignore their clients! You are my last hope BBB ... selling, holding monies, raising price and ignoring honorable clients is not OK. Thanks for your assistance in this. By the way my monies are STILL sitting in account should they say there was a problem with payment on my end ?

  Business response

  07/30/2024

  I was able to locate order ********* for this customer. The order is in find standing, it was placed during our online Barn Sale, which is our largest sales event of the year. We had it listed at checkout, and in our Barn Sale FAQ that there could be shipping delays of 4 weeks. We are diligently working to process and ship all orders as quickly and safely as possible, but did receive a very high volume of orders during this time and there will be shipping delays. Once this order ships the customer will receive shipping confirmation to their email. We appreciate the customers patience while we process all orders. Thank you. 

• Initial Complaint

  07/20/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  For the past six months I have been inundated with advertising email messages (spam) from this company. I have never, ever heard of this company nor have I ever done business with them or their associates. I have been receiving up to six (6) messages a day regarding sales, events, merchandise. When I received the first message, I clicked their 'unsubscribe' link and that opened the floodgates. There has been no relief. My gmail account directs the mail to a Spam folder but that does not address the problem. I do not want to call the company or send an email to their customer service for fear they'll only increase the spam. I'm requesting this situation be made public to the appropriate company official. I am requesting immediate and permanent cessation of any and all correspondence to my mail account.

  Business response

  07/22/2024

  I have removed the email from our list and reached out to the person in charge of this section of our Marketing Team. I have done everything to ensure this customer will no longer be receiving any emails from us. It does take time for all of our systems to sync, but shortly this customer will receive no more emails from us. 

   

  Customer response

  07/25/2024

  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. Thank you.
  
  Regards,
  *** *******
  
  
  
  
  

• Initial Complaint

  07/18/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  They are emailing me multiple times a day and I have never subscribed to their email. They do not have an unsubscribe link in these emails and the unsubscribe option link on their website is broken. I am also unable to submit a ticket online as their customer service form is also broken. They are emailing me without consent and without any ability to stop the emails. This is a breach of state and federal privacy and marketing laws.

  Business response

  07/19/2024

  I have unsubscribed this email address from our lists. Our promotion emails do have a working unsubscribe option at the footer of every email. Additionally, the email preferences section of our website is in fact working. We also have a contact us form on the website, which is working and customers are able to reach us as needed. I am unsure why this customer was not able to unsubscribe previously, but I have done it for them. It could take a few days for our systems to sync. Thank you.

  Customer response

  07/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  There is NO unsubscribe link at the bottom of any emails. You have to click the "email preferences" link and then there is an unsubscribe option hidden within the email preferences. That link DOES NOT work. I tried to submit a customer inquiry over the course of 2 days and each time it would not submit my claim.   Regards, ******** ****

• Initial Complaint

  07/13/2024

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I recently purchased the 2 of the ******* ***** *** *** ** ****. When I used it for the first time using hot water in both the teapot & tea cup the handle was too hot to hold and burned my fingers. This must be defective since it is suppose to be used with hot water. I tried to follow the online procedure to return the sets but it said it was not eligible. I did purchase the sets on sale, but not at the Barn Sale and nowhere did it say it was not refundable when I selected the items for purchase. Due to the safety issue, I cannot use this without burning my fingers and am requesting a refund.

  Business response

  07/19/2024

  I was able to locate order ********* placed on 7/8/2024.These items are able to be used as a vessel for hot water, but they are metal with a heavy gauge steel underbody, so naturally they will be hot to the touch. These items are final sale and cannot be returned. The material of the items and the final sale nature are both listed on the product description page and at checkout, respectfully. I apologize for any troubles this has caused. 

  Customer response

  07/19/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  You admit that the metal is hot to the touch, however, you do not warn customers of this when ordering that the HANDLE itself on the cup is too hot to hold not just the cup itself.  Shame on you for your poor customer service, you apparently do not value your customers. Perhaps you should pour yourself a cup of tea using this metal cup and see how it hot feels when you hold the handle, then tell me you can honestly pass it off as drinkable. I am very disappointed with your response and will be waiting for my refund.  Regards, ********** ****

  Business response

  07/22/2024

  We will proceed with processing a refund to the original pay method for the items on the order. This will be a one time exception as it is outside of our return policy rules, however I acknowledge the customers frustrations. All of our enamelware items have the materials listed in their description on the website while customers are ordering so they are aware prior to purchase. This item will put off heat due to the nature of the materials used. I am sorry that the customer is not satisfied with her purchase. The customer can dispose of the items on her own, or donate them and we will proceed with the full refund. They can expect the refund to appear on their statement within 7-10 business days. 

  Customer response

  07/23/2024

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

• Initial Complaint

  07/05/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I need to return an item in my order and only have 30 days to do so but it’s been almost 2 weeks since my order arrived and I still don’t have ONE response from “customer service” on returning my item. They include a link in your email invoice to return items - doesn’t work. Goes to a website that’s says HTTP Status: 404 (not found).

  Business response

  07/08/2024

  I was able to locate order ********* for the item the customer is referring to. Customer Service has been responding back and forth with this customer in regards to the return. They assisted with the return RMA#******. Per the email, the customer does not want to pay the return shipping fee although the item is of first quality. I understand the customers frustrations and have gone in and removed the $7.50 return fee. All the customer needs to do is use the label to return the item to a UPS drop off location. Upon return, their pay method will be refunded.

• Initial Complaint

  04/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On to separate occasions I tried to contact McKenzie Childs; once to ck when two items will be delivered and once to cancel. Their phone number hasn’t worked or if it does there is no way to talk with a love person. Likewise there is no way to cancel an item online. Their customer service is so awful it becomes impossible to ever hear from a love person. In the first instance I left a comment for someone to call and it took over a week for someone to get back to me. If they can't service their customers, they need to cut back their online presence or hire more people, but they are the worst to deal with!

  Business response

  04/04/2024

  MacKenzie-Childs Customer Service is assisting all customers via email and live chat only. We are replying to customers within 24-hours. ***** emailed customer service today at 9:44am asking to cancel order number *********. Customer Service replied to her at 9:54am, 10minutes after her initial email, letting her know we have received the request and cancelled the order. I do not see where we have had any miscommunication with this customer. In searching our system we see this customer has reached out two other times that we can see, both in December, both emails were responded to within 24-hours. Should our responses get outside the 24-hour window we will have an automatic responder on letting customers know. Thank you!

• Initial Complaint

  01/10/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Dear Better Business Bureau, I am writing to file a complaint against MacKenzie-Childs regarding my recent purchase of the ***** ***** ***** ******** and ***** ***** ****** ****** *******. Upon receiving the ***** ***** ***** ********, I discovered it did not match the item as listed on their website. In response to my initial complaint, MacKenzie-Childs stated they do not have an exchange program and suggested I reorder the item. However, this is not about the uniqueness of the product; it is about their failure to provide the item purchased as advertised, despite their high sales prices. In their second email, MacKenzie-Childs claimed that variations in coloration are due to the handmade nature of their products, but this does not excuse the significant discrepancy between the received item and the one showcased on their website. (Ring of the lid) I find it unacceptable that, as a customer, I am asked to reorder the same item without any assurance that it will match the advertised product. This contradicts the principle of purchasing a specific item with a certain expectation. I kindly request the Better Business Bureau's intervention to ensure MacKenzie-Childs adheres to fair business practices, provides accurate representations of their products, and rectifies this situation appropriately. Thank you for your attention to this matter. Order number = *********

  Business response

  01/29/2024

  I am sorry for the frustrations surrounding this order and the items you received. The handmade nature of our brand and its uniqueness that varies product to product is what we love most about it! No two items will ever be alike and we intend it to be this way. As customer service stated, we do not offer exchanges, but we do offer refunds. If you wish to process your return you can do so by visiting our websites self-service return portal, here is the direct link: *************************************************************** Should you wish to re-order, please know that your next items could look similar to this as the images you have sent are not flawed, it is simply the beautiful unique technique that varies by each hand that paints the items and helps produce them. 

*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. ↩