Complaints

This profile includes complaints for MacKenzie-Childs, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  MacKenzie-Childs, LLC

  3260 St. Rt. 90 Aurora, NY 13026

• 

  MacKenzie-Childs LLC

  451 W Broadway New York, NY 10012-5300

• 

  MacKenzie-Childs LLC

  451 W Broadway New York, NY 10012-5300

• 

  MacKenzie-Childs, LLC

  20 W 57th St New York, NY 10019-3917

• 

  MacKenzie-Childs, LLC

  31 Main Street Southampton, NY 11968

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

• Initial Complaint

  Date:09/20/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  The product was received defective and i requested a billing credit. They said they would only credit after i return the defective item. **

  Business Response

  Date: 10/11/2023

  I was able to locate order ********* where the customer purchased this item. The item was $38 on the order. It is our standard return policy that we process the refund once we receive the return back. We have issued free return labels for the customer, but still have yet to receive the item back. We will be making an exception and we will refund this item today. In the future, the customer must follow the return instructions in order to receive the refund. Once processed today, it will take approximately 3-5 days to show up on the customers statement. Thank you!

• Initial Complaint

  Date:08/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered an item from MacKenzie Childs on 7/24/2023. I want to return it and request a refund to my credit card used to purchase. I have emailed the company (since that is the only contact option) 3 times to request an *** number which I need from the company to return it. The email contains all specific order information. I have not received any response. I am concerned the company's continued lack of response will result in missing the return deadline requirement. Mackenzie Childs' advertising is misleading to consumers in that it infers items are made at their USA location adhering to their quality standards. I was shocked to see the item I ordered was made in China and was of poor quality, not worth the expensive price tag.

  Business Response

  Date: 08/14/2023

  I was able to locate this customers order number ********* that was placed on 7/24/2023 during our Online Barn Sale. While searching the email address on this complaint I only can locate 1 email thread that was sent to us. The one email we did receive from the customer was asking for their 10% first purchase coupon code which a representative was able to provide them. We do not have record of any other return emails coming through. However, this order does not qualify for return as it was purchased during the Online Barn Sale. Please see the attached link for a list of our Barn Sale FAQ's where it explains this. I apologize for any inconvenience.  *********************************************************** 

  Customer Answer

  Date: 08/14/2023

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.    I sent emails requesting a return to their customer service email address. I cannot account for their non-receipt. The Barn Sale webpage states "All items purchased online will be first quality items." The item I received is not first quality based on the company's misleading advertising. I've discovered since receiving the product that it is produced in China of inferior metal materials, not hand-made ceramics in the USA as the company misleads consumers to believe. It is low quality junk that the company is trying to pass off based on its reputation. If your pieces are made elsewhere, the company needs to forthrightly make consumers aware of it. The burden should not be on consumers to investigate where the products they are ordering are made and what the quality is. If the company is unwilling to process my return, then I request a price adjustment of 50% to compensate for the poor quality and misleading advertising.   Regards, ***** *******

• Initial Complaint

  Date:06/21/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered 3 items from MacKenzie Childs on 5/26/2023. I want to return all items with a refund (credit to account used to purchase). I have called each of the 2 customer services telephone numbers twice but am directed to email the company. The return form downloaded from the company website requires an RMA number which I need from the company. I have emailed the company requesting an RMA and refund. The email contains all specific order information. No response. I am nearing the deadline for a return and am concerned the company will delay until after the deadline, if the company responds at all. I just want to be able to return the items purchased with the assurance of a refund.

  Business Response

  Date: 06/21/2023

  I am sorry to hear you have not heard a response. We are up to date on all customer email communication, responding to all customers within 24 hours. I have searched your email, phone number, and name within our email box and I have not found any communication from you which is why we did not send a reply. I did locate your order, ********* placed on 5/26/2023 and I will have a representative reach out to your phone number today to give you the RMA number along with return information. Due to any miscommunication we will also honor a complimentary free return for you, where as we would normally have you pay for the return. Again, I am very sorry for any issues or delays, but now that we are aware of this situation we will handle it right away.

• Initial Complaint

  Date:02/17/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  At the beginning of the pandemic, I ordered 3 items from the first Mackenzie Childs warehouse sale, a utensil holder, a squash pot and a courtly check teapot. These items took a long time to be delivered and 2 of the 3 arrived damaged or unusable. During this time I was involved planning my daughters wedding and just didn’t have the time for the back and forth to resolve this issue. The squash pot as you can see per the photos has a big chip in the enamel. The teapot leaks around the spout and is completely unusable. I ordered these through the Mackenzie website directly and either with this or my previous email addres* *******************. When I purchased the teapot I had one I was using at the time so I had set this one aside to use once mine was ready to be replaced. I’m an avid tea drinker and this expensive tea pot was a splurge so I was very excited to purchase at a small discount. I did reach out via email about the squash pot but received no response. When I was ready to replace my old teapot I boiled water in my new Mackenzie courtly check. Both times water poured all over my stove! I noticed that there is a crack around the entire spout! The teapot is completely unusable. I reached out via email to customer service but was offered a discount to purchase another! I don’t want to purchase another I want to receive a usable item! I was sent two damaged products, one of which is completely unusable and should not have been sent. I am requesting both items to be replaced. I really thought this was a reputable company but see many complaints that sending out damaged items is a regular practice. Unbelievably disappointed at such poor business practices from what I thought was a reputable company. I have never had to resort to filing a BBB complaint in the past against any vendor. Photo of teapot shows bottom like new can even see where price sticker was.

  Business Response

  Date: 02/27/2023

  I was able to locate order ******** in our system which was placed 7/28/2020 during our Online Barn Sale. The customer made contact with Customer Service on 7/24/2022, when a Customer Service agent replied stating due to the 2 year delay in notifying us we would be unable to assist the customer with the exchange. We certainly understand things come up and can cause delays, but we have a very standard 30-90 day return policy and this is far outside of that. We did however offer the customer a 20% discount to repurchase the items, which were purchased on a very deep discount due to the Barn Sale pricing. I would be happy to make a one-time exception to replace the items in question and will have a representative reach out to offer replacements. This is not something we will be able to offer again. In the future any returns or exchanges must happen within 30-90 days of the order. Additionally, while ordering during our Online Barn Sale, all sales are final. Again, I will have someone reach out to make the exception, but we will not be able to extend a similar offer again. Thank you.  

  Customer Answer

  Date: 03/02/2023

  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.   Regards,  **** ******

• Initial Complaint

  Date:01/25/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My house was destroyed in the Southern OR Almeda fire in September, 2020. Throughout 2021, I replaced every peresonal and home item via the internet due to covid and internet business choices. Prior to the fire, I had MacKenzie items in my home and enjoyed them for years, so I purchased a number of , but items from the company but returned only one--the Queen Bee Pillow for $46. Instead of a refund from the company, I received a gift card for that amount numbered *********. I was assured that this gift card would not expire which was an imporant point since I could not occupy my rebuilt house until early 2022. Some of the items I purchased in 2021 were Christmas items. In the move, item # 08-******, the Patience Brewster nativity Myrtle the Elephant figure, broke. Recently, I tried to replace this $78 item and use the MacKenzie-Childs gift card topay over half of it. However, the card was denied as invalid. Last Wednesday, January 18, I wrote to customer service since ridiculously, they do not have a phone number to call. I received the standard, "We'll get back to you, but we're busy, do our response will be delayed." I have heard nothing from them. I called customer service at the corporate office two days ago and asked for help. Nothing. Obviously, this company is broken at many levels, and I need the help of BBB to help me either complete my order or have the gift card money refunded. Thanks for your help!

  Business Response

  Date: 02/06/2023

  I see where this customer had reached out to customer service several times before getting a reply. We did have an auto reply up for all customers who contacted us while we were experiencing high volumes of inbound emails letting them know to please expect a delay in response. The gift card the customer has listed in in fact valid. It has not expired. It had $46 on it and the customer used it to place order ********* on 1/27/2023. That order has shipped. This issue has been resolved. 

  Customer Answer

  Date: 02/07/2023

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is mostrly satisfactory to me. However, it was incomplete and did not address the customer service concerns.I was able to use the gift card, but the company failed to mention that it was only after I submitted a BBB complaint was the issue resolved after recieving three automated messages of an invalid gift card code. The rest of the company's resposne is "corporate speak" and refuses to addesses an issue that dragged on for nine days with multiple automated messages of "we've received your email..." It does not address the isssue of the process being broken with no regard for customer service. There was never an apology for the colossal waste of my time this transaction represented.   I am grateful for the BBB's handling of the issue and thank them for the opportunity to have this issue resolved.   Regards, ****** ******

• Initial Complaint

  Date:01/18/2023

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Nov 27, 2022. Purchased a christmas gift. It was to arrive on Dec22. No notification, never received the gift . My credit was charged Dec 9 2022 for $125.93, and then charged again January 10 for $125.93. I have emailed customer service 3 times and no response . This is inexcusable!!!

  Business Response

  Date: 01/18/2023

  I was able to locate order ********* for the Courtly Check Large Rattan and Enamel Tray. This customer has emailed customer service 3 times. The first email was sent on 12/20 and customer service replied on 12/21 stating the item was on backorder and explained our authorization and billing process. The customer emailed again on Saturday 1/14 and that email was also replied to today again letting the customer know about the backorder. The customer has also emailed again today, which we will make sure to reply to today as well. The item is still on backorder. If the customer would like a refund, they will need to request to cancel the order. I will have someone reach out again today letting the customer know the options. I have also included the information from our website FAQ on how orders are billed below. The item is on backorder until approximately mid march. 

  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.

   

   

• Initial Complaint

  Date:01/13/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  MC has beautiful things to purchase,. I see something I like. Order the item, and then when there is an issue, I am reminded how difficult it is to deal with the customer relations department. You cannot talk to them on the phone. Email is all you have. They charged me for something I did not order. We have been exchanging emails, I make my emails as simple as possible and I get a response that makes no sense. I did not order this item, and have not received the item … don’t even know what it is, but I was charged $120.06 on my credit card. My credit card company will help me challenge the charge, but I want it on the record that they are impossible to deal with.

  Business Response

  Date: 01/17/2023

  I was able to locate order ********* for this customer. This order was placed on our website on 12/27 for $201.27. We authorize for the full amount of the order, then charge as we ship, which is a common way to process payments. We then reauthorize every week until all items on the order have shipped. Authorizations are holds on the account to guarantee the funds until we ship, then we turn the authorization into a charge. This customers order shipped in 2 shipments, therefore she would have had 2 charges. The emails she sent were replied to and the representatives explained to her our billing process. This customer ordered a total of 4 items and was authorized and billed accordingly. For more information regarding our billing, the customer can below at a snippet from our online FAQ: 

  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.

• Initial Complaint

  Date:01/13/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a $150 physical gift card on 12/27/2022 for my sister's birthday and received a confirmation email (order # *********) from the company that this item had shipped (but without tracking info via *** as provided by other merchants). After repeated attempts to contact the company through email (only mechanism offered) as well as filing a ****** dispute, neither I or ****** has received a response from them. Voicemails left at the company have also gone unanswered to its 'Accounts Payable/Accounts Receivable' and 'Operator' extensions. Clearly it should not take this long to send a gift card in the mail and this experience has ultimately ruined a planned surprise for my sister's special day. As with other complaints filed by others this company's policy of ridding its customer service phone and/or chat lines is unacceptable. I understand the email communications route, but the fact that this company lied to me about this card 'as being shipped' w/o any tracking info tells me their legitimacy as a honest company is highly questionable - especially since my account was charged immediately. I am expecting a full refund (not Mackenzie Childs credit) to my ****** account, or to the bank account associated with it. I am extremely disappointed about this entire ordeal and caution future buyers that this company lacks a fundamental premise of sustaining its customer service as the pillar for retaining repeat business.

  Business Response

  Date: 01/13/2023

  I am sorry to hear this happened. Our gift cards ship out via **** and do not have tracking numbers issued as they go through the postal service. We are aware the customer issued a dispute case through ******, unfortunately we are unable to refund if this is still an open case. Our Customer Service Manager reached out to the customer yesterday and asked that she please close the case so that we can issue her a full refund. We are awaiting response from the customer the case is closed so we are able to successfully refund the customer in full. We are very sorry that this gift card was lost in transit. 

• Initial Complaint

  Date:01/12/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hello, i really I feel disappointed, I was thinking buy more items but according to the reviews I read and what I personally experience I am completely discouraged. I made two orders on different days: 1.- ********* 12/30/2022 This was for $71.23 2.********** 01/02/202 This for $149.84 I paid those orders with my **** ***** Card, On 1/12 2023 they charged $64.73 using my ***** ***** card even when I didn’t order nothing.. I called many times to their Customer Service but seems like they don’t have one. I want and update about my orders and immediately refund of $64.73. ******** ******** 

  Business Response

  Date: 01/13/2023

  One of our Customer Service Leads reached out to the customer via phone and left a voicemail, she also sent a detailed email regarding the two orders and their statuses. Should the customer have any further questions, she can reply to the email from our lead and we would be happy to arrange a time to further discuss with the customer via phone. 

  Customer Answer

  Date: 01/24/2023

  Hi BBB! I am So thankful for your help about my complaint  # ******** with the company Mackenzie Childs , they contacted me immediately after I filed a complaint with you …. I have received my items on time. Thank you so much! ******** ********

• Initial Complaint

  Date:01/07/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I received a **** Gift Card for $100 for Christmas. I decided to use it on the Mackenzie-Childs website. I purchased a platter the totaled $92 .66. I used the **** Gift Card like a credit Card. The transaction was approved. I waited for over a week for the merchandise. I got an email on Jan. 4th stating the the **** gift card had been declined. And that I needed to give them another credit card to purchase the platter. I sent an email back stating that I paid for the merchandise with a **** gift card that was used like a credit card. And the reason it declined was because they ran the card twice. The **** gift card only had a $100 value and the platter I purchased was 92.66 that includes tax and shipping. So naturally if you re run the card it would be declined. They told me their policy was if a item takes longer than a week than they rerun a credit card. The problem is that when they re ran my gift card the money was already used from the first time I used it. Now because it was a gift card I have lost my money and I cannot get the platter I purchased on their website. I sent them 4 emails trying to explain the situation and they have not responded. They have terrible customer service and I am so disappointed because I have been a customer for 10 years and feel like they took my money and will not deliver me the merchandise I purchased. So now I have lost my gift card and no platter..If you can get them to respond the Order Number was *********.

  Business Response

  Date: 01/13/2023

  I am very sorry to hear you had a negative experience. The card was able to be successfully reran on 1/8/2023 and it was shipped yesterday on 1/12/2023. The platter is on its way to you with a *** tracking number of ******************. 

  Customer Answer

  Date: 01/13/2023

  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.   Regards,  ****** *****