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.

close

Find a Location

MacKenzie-Childs, LLC has 5 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  MacKenzie-Childs, LLC

  3260 St. Rt. 90 Aurora, NY 13026

• 

  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

• 

  MacKenzie-Childs LLC

  451 W Broadway New York, NY 10012-5300

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:09/07/2022

  Type:Delivery 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 ordered over $200.00 worth of merchandise on 7/28/22 during Mackenzie-Child's online barn sale. I only received one item and nothing more. They do not have a phone number where you can talk to a live person so I sent an email to their website. I have not received any kind of resolution just a generic email thanking me for my patience. This is not acceptable. They have my money and I don't have my order, *********. 

  Business Response

  Date: 11/02/2022

  ******** – ***** *****  Carol R****** reply: All items on the order have been fully shipped, with the last item shipping out on 9/29. I will have a representative reach out to this customer today in regards to her Walk in the Woods Squirrel Salt & Pepper Set. My apologizes for the delay in the shipment of the order. We will continue to work through our shipping time frames for our Online Barn Sale to better our process. UPDATE: Racheal, the Customer Service Manager spoke with the customer and is shipping the missing item. This has been resolved. 

  Customer Answer

  Date: 11/02/2022

  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.   Regards,  ***** ***** 

• Initial Complaint

  Date:08/31/2022

  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.

  Placed an order for a ******* check cake knife and ******* check casserole fork on 7/30. It is now 8/31 and still not received. They keep running a credit card hold but still no shipment. Customer service promised order would ship within 30 days. They are selling these items online but i can’t get my order.

  Business Response

  Date: 09/07/2022

  I was able to locate order ********* for these items. I am very sorry for the shipping delays we are experiencing. These were ordered during our Online Barn Sale, which is our largest sale event during the year. We are still experiencing some shipping delays, although we anticipate all the remaining Barn Sale orders to ship shortly. We are processing and shipping these orders daily in the fastest and safest way possible to our customers. I understand these delays are frustrating and we do appreciate your patience while we process the order. We are working hard to ensure long delays like this do not continue to happen. Again, thank you for your patience while you wait for this order to process. Once shipped, you will receive an email confirmation with tracking. 

• Initial Complaint

  Date:08/29/2022

  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.

  I placed an order on 7/27/22 #********* and it has not shipped yet. They have no customer service phone number and I have not received a response to my email I sent to their Customer Service address. I would like to know what happened to my order and if possible, cancel it as I have lost all confidence in your entire company. All my past order history says the same thing, so I am not sure how to decipher any of it. They all say "not shipped", however there is a pending charge on my credit card statement for Mackenzie Childs. If you can't afford telephone customer support, you should close. With the prices this company charges for their items, they should have a 24/7 support line! Frustrated is the least of what I am experiencing right now.

  Business Response

  Date: 09/07/2022

  I am terribly sorry for the delay with this order. It looks like the order shipped from our warehouse on 9/2 and the tracking number, ******************, shows estimated delivery of tomorrow, 9/8. Your order was purchased during our online Barn Sale, which is our largest sale event of the year. We were experiencing high shipping delays during this time, due to the amount of inbound orders. We are always working hard to improve our processes, and shipping during this time frame is one of them. Again, I am terribly sorry for this delay. 

• Initial Complaint

  Date:08/24/2022

  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.

  On 8/4 I put in an order with Mackenzie Childs. I then emailed them after hearing nothing from them for ten days- normally a business sends a confirmation with a shipping estimate. They confirmed the order but said nothing about shipping. I contacted them on 8/15 to cancel the order. They suddenly and miraculously processed the order within ONE HOUR of receiving my email. Rather than cancel the order and respond to the email - they processed the order after letting it sit for 10 days so I couldn’t cancel the full order. I then figured that while inconvenient- I could return the items. And cancel the remaining order- which still hasn’t been processed - and get a refund. I gave customer service 2 business days plus a weekend to respond to my cancellation request- they’re suddenly not responding because… they’re stalling. They probably want to process the remainder of the order so I cannot cancel. Then, I read their return policy. 1. It’s incredibly difficult to communicate with this company - they don’t have a chat or phone option that works and they do not respond to emails in a prompt manner unless it’s on their terms like “we’re not going to cancel this part of your order” but will be completely uncommunicative when you actually need them to take prompt action. Even though they offered to cancel the remaining part of the order and refund my card- and I confirmed they should do this - and I have waited beyond the maximum days in their policy they have to respond to my email- they have not cancelled those items and have not issued a refund even though the items have not been processed and they told me they were still eligible to be cancelled. 2. Their return policy is not an easy one to navigate. They make you print out a form with not enough lines to write on, they do not offer prepaid shipping labels, and they will not offer scheduled pick ups at the customer’s location- which most companies their size offer. And they combat people.

  Business Response

  Date: 09/07/2022

  I apologize for the inconvenience this may have caused. These returns have been processed and the refunds have been issued. Again, I am sorry for the delays.  

  Customer Answer

  Date: 10/03/2022

  Hello, Mackenzie Childs issued a refund on 9/5 and 9/7 2022 but it wasn’t clearly on my bank statement until maybe mid September.  It appears they issued an entire refund for three separate transactions to the card.   it was difficult to reach someone by phone, email, and their website and there was no formal confirmation from the company when they received the *** package at their warehouse- and it still took time for them to issue the refund after receiving the packages so I had become alarmed that they might not honor the agreement to issue the refund.  But eventually it was reflected on my credit card.  Thank you to everyone who assisted on this matter. 

• Initial Complaint

  Date:08/20/2022

  Type:Sales and Advertising 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.

  Purchased items during a sale almost 3 weeks ago totaling over $300. Have tried to contact the business via every avenue possible. They only provide customer service via email so there is no actual number to call so I can speak with a live person. I have tried email, ********, ******** *********, and *********. The charges continue to pop up as pending, drop off, then pop up as pending again. The bank cannot do anything about it until the charges actually go through. They are basically holding my credit card hostage with zero form of communication or confirmation that I will receive my order. I have been trying since Tuesday to reach someone and now just want my orders cancelled. The order numbers are *********  *********  *********. Thank you.

  Business Response

  Date: 09/07/2022

  Per the customers request, all three of the order numbers listed were cancelled on 8/22. Here is a copy from our website FAQ on how we authorize and bill orders. I am terribly sorry for any inconvenience this may have caused. The orders were cancelled and you will not be billed, nor receive the items. 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:08/17/2022

  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.

  Makenzie Childs website connects to a 3rd party wedding registry. I registered for gifts using their 3rd party company **********.com. My wedding was cancelled twice during covid and gifts were sent at all different times and hard to keep track of. My husband and I also moved once and updated our wedding website information to our new address. One of our guests sent $300 worth of gifts and they did not go to the correct address because the 3rd party wedding registry site that Mackenzie Childs uses did not update the address. Mackenzie Childs is also known for having an extremely long lead time for shipping and delivery. My husband and I thought nothing of it but when some time went by we decided to contact Mackenzie Childs. They told us the gifts shipped months ago and there was nothing they could do. It is unacceptable for a company to provide absolutely no support, refund or reissuing the package. Their partner site had the issues and now I am suffering for it. My previous building stated that because the package was unclaimed it was sent back to the shipper. The shipper (Mackenzie Childs) never called or notified out guest that purchased the gifts that they were undeliverable. I have contacted Mackenzie Childs customer support and they have done nothing to try and make the situation right. My husband and I need a resolution. I have never dealt with a more unprofessional company, they hide behind their computers and pretend they cannot answer the phone.

  Business Response

  Date: 09/07/2022

  The customer reached out to our Customer Service department in August about the issues she had experienced. She had asked to correspond with the Manager. who then did reply to her on 8/16. Due to the time frame the manager explained there was nothing we could do. Additionally, the ********** bridal account was actively showing the same shipping address the items were sent to. Therefore, they were shipped to the address on the account at the time the order was placed. I apologize for the inconvenience, but customers purchase registry items and ship them to the address which is listed on the account, which is what happened in this case. We did fulfill the order and ship to the address the customer chose. We are not able to assist further with this matter. 

• Initial Complaint

  Date:08/17/2022

  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.

  I contacted the company regarding to top of their very expensive tea pot and have to heard back from them.

  Business Response

  Date: 09/07/2022

  I will have a supervisor within our Customer Service department reach out to this customer today regarding the damaged lid to her tea kettle. Sorry for the delay. 

• Initial Complaint

  Date:08/12/2022

  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.

  I have ordered from McKenzie-Childs, tired calling, emailed without any call or email returned. I have not received what I ordered and would like to find out about my order!

  Business Response

  Date: 09/07/2022

  I was able to locate order ********* in our system. This order had ****** as the pay method. We were unable to capture the funds for this order, we attempted to talk to the customer via phone about this, but the customer stated they did not want the items. Since we were not able to capture the funds, we did issue a return to sender on the package and it was brought back to us. We do not have the funds for the order, therefore the customer did not get the items. I am sorry for any inconvenience this may have caused. 

• Initial Complaint

  Date:07/06/2022

  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.

  I currently have 2 outstanding orders with MacKenzie Childs in addition to the 2 separate orders involved in this complaint. The first order in this complaint is Order # *********. The issue on this order is that the Butterfly Shadow Box came broken. MacKenzie Childs has no Customer Service Phone number on their website so they give 2 options to reach them - by email and by filling out blanks in a "Contact Us" spot on the actual website. I've sent 4 emails since the delivery on 6/28 and filled out the "Contact Us" section a dozen times but to no avail. They have no problem emailing me every single day to tell me I have items in my "Cart" but give no response to my emails. The second order on this complaint is Order # ********* in which I ordered 2 items - a shower curtain and a rug. I received the shower curtain but no rug. When I check the status on their website, they show that both were sent. Once again, no response to my attempts to reach them regarding this matter. At this point, I WOULD LIKE A REFUND FOR THE RUG THAT WAS NEVER SENT AS WELL AS THE BROKEN SHADOW BOX. In addition, I WOULD LIKE TO CANCEL THE OUTSTANDING ORDERS # ********* and ********* AND GET A FULL REFUND.

  Business Response

  Date: 07/08/2022

  I am sorry to hear you have had this experience. I have searched our Customer Service ticketing system by both the email address you provided on this complaint and the address on the order(s). I have not been successful in finding any emails from you, so we will investigate that on our end also. I will have our Customer Service Manager reach out to you by the end of the day today via the phone number you provided on this complaint and if she is unsuccessful in reaching you, she will follow up with an email to both email addresses also. Again, I am very sorry for this and we will work with you to solve the issues on all 4 orders. 

• Initial Complaint

  Date:06/16/2022

  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 purchased a throw from MacKenzie Childs last July. We used it in our motorhome while going cross country last summer. When we put the Motorhome away for the Fall/Winter (October), I had the throw wrapped in the same plastic bag I received it in. It was in "like new" impeccable shape. Just last week (June) we unpacked the Motorhome getting ready to hit the road. I pulled out the throw and it fell apart. You can't blame heat bc we live in NH. I contacted MacKenzie Childs and they told me it is older than 90 day - sorry! WHAT???????

  Business Response

  Date: 06/23/2022

  From the two photos provided it does appear this throw is still intact, just appears to have a snag in it. The information you have been given is correct, we do have a 30-90 day return policy which is standard across brands. We are not able to process a refund for this item. We apologize for any inconvenience this has caused. Thank you. 

  Customer Answer

  Date: 06/24/2022

  Better Business Bureau: I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. It is not a snag.  It is throughout the throw on all sides.  A snag would be a snag.  This is disintegrating throughout the throw.  You now have the throw.  Please refund my money as this is defective and unacceptable.  Regards, ******* ***********

  Business Response

  Date: 06/28/2022

  This item was returned to our returns department despite us reforming the customer it was not elidable for return. Upon getting it back it was turned around back to the customer as there had been notes in the order stating this item was not elidable for return. The throw was been received back at the customers location. I will make a one time exception and refund the item to the pay method on the order. There was an ******** ******* on the order with the expiration date of 02/26. We are unable to refund any other pay method other than the one used on the order. The customer paid $33.75 for the throw. This price will be refunded to the customer today. Please allow 3-5 business days to see it appear on the credit card statement.