Complaints

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

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• 

  Kirkland's, Inc.

  5310 Maryland Way Brentwood, TN 37027-5091

• 

  Kirkland's, Inc.

  10012 Gulf Center Dr STE 1 Fort Myers, FL 33913-8904

• 

  Kirkland's, Inc.

  9610 E 22nd St Tucson, AZ 85748-7527

• 

  Kirkland's

  300 Colonial Promenade Pkwy STE 500 Alabaster, AL 35007-3187

• 

  Kirkland's, Inc.

  542 W Huntington Dr Monrovia, CA 91016-3260

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:04/13/2025

  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 painting, order #*******, frame came in scratched everywhere so Kirklands told me to discard painting and I did. They sent a replacement, order #******** and it came in scratched everywhere, all over the frame 5 times more than the first painting. I am a senior, I do not drive and now I have to pay for the bus to take me to the store to get a refund or print out a label, I do not know how to do that and then take it to the carrier location for return, this is not acceptable, it is not my fault that a small painting that cost on sale $44.51 came in damaged twice, why do I have to return it anywhere, trash it and give me a full refund. Keep in mind that I could only do certain kind of photos because of the color of the frame, this frame is scratched everywhere, most scratches are 8" to 12" long on the entire frame, why do I have to return this and then wait up to 14 days for a refund. Also where the paint is chipped off shows black scratches in the painted frame, this is not right.

  Business Response

  Date: 04/15/2025

  Hello *** ******, 

  Thank you for contacting us about your order. We sincerely apologize both shipments arrived damaged, and for the frustration and inconvenience this caused.
  
  As mentioned in a reply from ***** in our ************ a refund has been processed and will post to your credit card within the next 5-7 business days, and you may dispose of the damaged item. We hope this resolves your concern, and that you'll give us the opportunity to meet your expectations in the future.
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM -5PM CST) or email us at ********************************************************************.
  
  Sincerely,
  ********** Home

• Initial Complaint

  Date:01/20/2025

  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 received a damaged wreath. It was a 16 wreath put in a box that was 32x30, with no packaging. The wreath bounced around all the way from Tenn any was coming apart and misshaped when it arrived. I called customer service and was told to submit pictures which I did. I was told it would take about an hour to get a response. I received a response days later and called again. I told them clearly I wanted the wreath replaced. The agent said the were working on it. This is ridiculous. Its a ***** wreath that was received damaged and they still have to research it after receiving photos of the damage. I want the wreath replaced!

  Business Response

  Date: 01/29/2025

  Hello Ms. ****************** you for sharing your feedback about your order with us. We appreciate you bringing this to our attention and sincerely apologize for the frustration and inconvenience this caused. Our goal at ****************** Home is to provide the best possible experience for every customer and feedback like yours helps us to get better at doing that.
  
  As mentioned in a reply from ***** in our ************ a replacement order was issued with the vendor on 1/20/25. The ***** tracking number for the replacement is 284808346229, with an expected delivery of Saturday 2/1/25.
  Again, we are very sorry for the issue with your order. We hope this resolves your concern, and that you'll give us the opportunity to meet your expectations in the future.
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.
  
  Sincerely,
  ********** Home

• Initial Complaint

  Date:12/10/2024

  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 purchased a christmas decoration online from Kirklands.com on November 4, 2024. The order was supposed to arrive 11/12 - 11/18. I went online to inquire about the order on Nov. 25, 2024. I then called Kirklands customer service, in which a representative told me that the order would be in on the truck arriving to the store on 11/27/24. I did not receive a response or phone call from the store so I went to the store where the order was being shipped to (in ******, ********) on Friday, November 29, 2024. The store told me the order would arrive on the following Wednesday's truck. It is now December 10, 2024. I sent another customer service inquiry/email on 12/8/24 and have still not heard back. I called customer service today, 12/10/24 and they state the order left the warehouse on 11/19/24 and they are not able to issue a refund. I then called the Kirklands store in ******, ******** on 12/10/24 and the store associate told me the order might be on the truck tomorrow. I told her it has been over 35 days and I want my money back. She said she couldn't do that since they don't have the order. So, I am stuck with no produce and no money refunded. Kirklands also gives rewards to customers and I used a $10 reward on this purchase that I will now lose as well. It is illegal to take someones money and not provide the product or service for which that money was spent. Please help!!

  Business Response

  Date: 12/16/2024

  Hello Ms. *****

  Thank you for reaching out about your order. We sincerely apologize for the inconvenience this has caused. Since your order did not arrive at the store as expected, it was cancelled as requested on December ******** and a refund was issued. We really appreciate your business, and we hope this resolves your concern.
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.
  
  Sincerely,
  ********** Home

  Customer Answer

  Date: 12/17/2024

   
  Complaint: 22667367
  
  I am rejecting this response because: I waited 36 days for the order.  It was to arrive between Nov. 12 -18, 2024.  I used my $10 Kirklands rewards with this purchase.  Where is the refund for that?

  Additionally, I do not see the refund credit for the purchase on my account. 

  
  Sincerely,
  
  ***** ****

  Business Response

  Date: 01/02/2025

  Dear Ms. ***************** sincerely apologize that your order was extensively delayed, and the inconvenience the delay caused. Our goal at ****************** Home is to provide the best possible experience for every customer and we are truly sorry that your experience did not live up to expectations. The details of your order have been shared with the appropriate teams and will be used as an example of how we can improve our processes. 

  We hope you'll give us the opportunity to serve you in the future. We have issued $20 in ****** Rewards to your ****** account, valid until 3/4/2025. In addition, your **** was credited in the amount of $37.13 on 12/10/24 (attached).
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.
  

  Sincerely,
  Kirklands Home

  Customer Answer

  Date: 01/06/2025

   
  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 for all of your help and assistance in this matter.  It is greatly appreciated!
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:12/07/2024

  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 recently purchased a rug on December 1, 2024, but when it arrived on December 7, 2024, it was damaged. The material was unraveling, and there was a noticeable hole. The rug is clearly falling apart throughout, indicating extremely poor quality.I reached out to customer service via email and phone but received no response. I was incredibly excited about this purchase, which makes the poor quality and lack of customer support even more disappointing. I would like a refund or store credit for this defective/damaged rug.Unfortunately, the nearest Kirklands store is nearly two hours away, and I have been extremely ill with both COVID-19 and pneumonia. Returning an item in this condition, especially under these circumstances, is extremely *************** a loyal customer who has supported and praised this company for many years, I truly hope to find a resolution to this issue. Thank you.

  Business Response

  Date: 12/10/2024

  Hello ********,

  Thank you for reaching out about your order. We appreciate you bringing this to our attention and sincerely apologize that the rug you ordered arrived damaged. 
  I see that our **************** team issued a replacement order on 12/8/24 and asked that you dispose of the damaged item. We really appreciate you being a loyal Customer, and we hope this resolves your concern.
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday -Sunday: 8AM - 5PM CST) or email us at ********************************************************************.
  
  Sincerely,
  ********** Home

• Initial Complaint

  Date:11/21/2024

  Type:Service or Repair 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 their Whimsical Christmas Tree, 18 in.ITEM: ****** Grinch tree and what I got was a falling apart defective item....it 'sheds' all over the place! yet nothing was mentioned in listing that this is a 'problem' with this item. AFTER i placed order and it shipped, another buyer left this review: (5 days ago): If I could give this zero stars I would. I planned to use this for a mini tree auction - grinch themed. It has all this weird green hair all over it and if you barely touch it, it all falls off and makes a huge mess. Shouldve taken a pic before I vacuumed it up, but you can see how much is in the canister. Im surprised ******** even sells such a terrible product. Its cheap looking, its literally falling apart. Save yourself the money. (below is attachment of photo she took, and this is what my tree is doing as well).Problem is I don't live anywhere near a store to do a return and their site states that returns will be charged a 'restocking fee' AND I'm supposed to pay for the return shipping!? FOR A DEFECTIVE UNUSABLE item!? I also tried to contact them via chat and just got an error message (seems nothing on their site is working properly). I want a FULL $20.30 REFUND for this trashable piece they sold me, and if they want it back, THEY need to email me a PREPAID RETURN LABEL!...as sending out items that literally start falling apart the moment you unwrap it is UNACCEPTABLE!

  Customer Answer

  Date: 11/26/2024

  UPDATE: received 2nd item also DAMAGED (picture arrived completely removed from it's frame!)....NOW need PREPAID RETURN LABEL for BOTH items, as well as FULL REFUND for BOTH ITEMS which now totals: $60.88 (see below).

  (Note: I have spent hundreds of dollars on your site in the past, and have been shopping you 'every' holiday....but not only do you not allow ****** (so buyer has backup when DAMAGED items are sent!), but you don't have any option on your site for Returns that are DAMAGED (you only show returns and then you state the return shipping must be paid by the buyer AND you charge a restocking fee!?.....FOR DAMAGED ITEMS???...this is NOT ACCEPTABLE)....if You do not REFUND me in FULL and send me PREPAID RETURN LABELS ('IF" you still even want these damaged 2 items returned to you), I will have to then file a claim thru my Cr ********* plus I will NEVER shop your site again (Hobby Lobby is more honest and reliable, when it comes to returns on DAMAGED items needing to be returned, and they also have a local store for me to do a return in...whereas you do not). It's amazing to me that in this day and age, you would list the option to click on to do a return for DAMAGED items YOU SENT OUT, without telling the buyer that they have to pay for return shipping and a restocking fee! That right there is a way to 100% LOSE YOUR CUSTOMER BASE!!!!)

  Here is FULL message I sent via their 'contact us' website page (and still no reply):

  TWO problems with my Order #******** placed 11/14/24
  
  1.Whimsical Christmas Tree, 18 in., Item: 312818, Price: $24.99 (I paid $20.30 w/tax)
  This item is completely falling apart....what I got was a falling apart defective item....it 'sheds' all over the place! yet nothing was mentioned in listing that this is a 'problem' with this item. But AFTER i placed order and it shipped, I saw another buyer left the same review: (5 days ago) stating:
  " If I could give this zero stars I would. I planned to use this for a mini tree auction - grinch themed. It has all this weird green hair all over it and if you barely touch it, it all falls off and makes a huge mess."
  If this review would have been posted before I purchased, I never would have bought this defective UNUSABLE item!  I don't live anywhere near one of your stores to do a return and your site states that returns will be charged a 'restocking fee' AND I'm supposed to pay for the return shipping!? FOR A DEFECTIVE UNUSABLE item!? I need a FULL $20.30 REFUND for this item that is even too messy to stick in my kitchen trash! and if you want it back, then you also need to email me a PREPAID RETURN LABEL!...as sending out items that literally start falling apart the moment you unwrap it is UNACCEPTABLE!
  
  2. I just got the Framed Merry Merry Christmas Grinch Wall Plaque Item: 317977. Price: $37.49 (I paid $40.58 w/tax)
  and you sent me a broken picture.....the picture is completely separated from the frame (and I have no tools or ability in my hands to try and dig out the little nails? or whatever that are to hold the picture in?....and for what I paid, this is NOT what I should have to do). Again, I need a FULL REFUND of the $40.58 I paid for this BROKEN PICTURE and I need a PREPAID RETURN LABEL if you want me to send it back as is.
  REPLY ASAP....because whenever I click on your 'contact us' link in all the emails I got with this order, all I ever get back is an error message.
  SUMMARY: need ASAP: TOTAL REFUND to be paid: $60.88 & 2 PREPAID return labels
  thank you.
  ***** ********
  Order #******** placed 11/14/24
  cc: credit card *** (if I do not receive a FULL refund and prepaid return labels)

  Business Response

  Date: 11/30/2024

  Thank you for sharing your feedback about your order with us. We appreciate you bringing this to our attention and sincerely apologize for the frustration and inconvenience this caused. Our goal at ****************** Home is to provide the best possible experience for every customer and feedback like yours helps us to get better at doing that.
  
  As mentioned in a reply from ***** in our ************ both items in your order have been refunded. We hope this resolves your concern, and we hope you'll give us the opportunity to meet your expectations in the future. 
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.
  
  Sincerely,
  ********** Home

  Customer Answer

  Date: 11/30/2024

   
  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.
  
  Sincerely,
  
  ***** ********

• Initial Complaint

  Date:11/07/2024

  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 was repeatedly told my Kirklands shopping account cannot be deleted. That seems to violate the right to data laws. Can someone help? Thanks!

  Business Response

  Date: 11/30/2024

  Thank you for reaching out. Our ********* team has deleted your account, name, address, phone number and email address from our website, so you will no longer be able to log in or access your account. If you have a question about a previous order, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ****************************************** for assistance.
   
  We appreciate you bringing this to our attention. We are working on making this process more seamless in the future. 
   
  Thank you,
  ********** Home

  Customer Answer

  Date: 12/02/2024

   
  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.
  
  Sincerely,
  
  ******** *****

• Initial Complaint

  Date:10/18/2024

  Type:Service or Repair 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 cant unsubscribe to their emails. The link they advertise doesnt work because there is no hyperlink.

  Business Response

  Date: 11/14/2024

  Thank you so much for bringing this matter to our attention. We apologize you were not able to unsubscribe to our emails. The email address ********************* has been unsubscribed from all emails. If you have additional email addresses in our system, you may go to www.Kirklands.com, page down to Customer Service, then click "Unsubscribe". As a reminder, if you place an order on www.kirklands.com, you will still receive emails related to your purchase.

  If there's anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.

   Again, thank you for your feedback.

• Initial Complaint

  Date:10/17/2024

  Type:Service or Repair 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 the ****** cabinet on sale from my local store. It was a floor model and is absolutely beautiful. Unfortunately, it has powder post beetles which I did not realize until I got the unit home and into my house. I wasn't 100% certain until my pest guy confirmed it for me. Well, I call the store to inform them of the issue the very next day and they state to "bring it back to them for an exchange." Are you kidding me! Transport it back in my van to the store? I think not. I live 40 minutes from the store so its not exactly convenient, nor do I want to take a chance of further exposing my vehicle to critters that can cross contaminate other items I'm transporting. My pest guy has graciously undertaken the task of placing the cabinet in his fumigation camper to isolate and gas the beetles to death after he applies a topical boric treatment for $250. I consider that a fair price considering another company quoted me $1200 for the same service. I honestly didn't realize my pest company performed this type of work until I called them as a last resort out of desperation thinking I needed to take it to a large national chain to perform this type of work. After all is said and done, I will take the invoice to the store manager since Kirklands Online stated there is nothing they can do to assist me. Although the local store manager said they won't pay for fumigation, I am going to continue pressing the matter. I believe it is never to late for them to do the right thing and is a cost Kirklands should cover since THEY'VE KNOWN this cabinet has had issues for years and should stop selling them. Wish I hadn't purchased it on a whim while shopping in store and instead taken the time to read the reviews online first, but I was absolutely trusting that this unit being sold as new would be problem free. Boy was I wrong! ***, it will take 2 weeks of isolation in a heat controlled environment for this unit to be free of any live bugs. Talk about a hassle!

  Business Response

  Date: 11/14/2024

  Thank you for reaching out and sharing your feedback with us. We strive to ensure every customer is happy with their purchase, and its clear we have not lived up to this promise in your case. Our internal customer service team has reached out via email to start the claims process. Please respond to the email so we can assist with this matter and work toward a resolution. If you cannot locate the email, please contact us at **************, Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST, or email us at ********************************************************************. 
  Again, thank you for bringing this to our attention and we look forward to assisting you. 
  

• Initial Complaint

  Date:10/06/2024

  Type:Service or Repair 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.

  Order: ******** Order Date: 9/6/24 Placed an order on Sept 9, 2024 and was charged ***** BUT IT NEVER GOT PASSED THE "LABEL CREATED" Never shipped!!! I expect a full refund and after calling and complaining abt my order sitting there in limbo 2 or 3 times, I just got a refund of ***** - I WANT A COMPLETE refund. Never shipped, never got passed the label created. ITEM NEVER SHIPPED AS IT STATED in email 6 days (9-12-2024) in the attached email. I checked on it daily and it never got out of the label created when I tracked it for almost a month!!

  Business Response

  Date: 11/18/2024

  Thank you for sharing your feedback about your order with us. We appreciate you bringing this to our attention and sincerely apologize for the inconvenience this caused. Our goal at ****************** Home is to provide the best possible experience for every customer and feedback like yours helps us to get better at doing that.
  You should have been issued a full refund on 10/2/24. We hope this resolves your concern, and we hope you'll give us the opportunity to meet your expectations in the future. 
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.

  Thank you,
  ********** Home

  
  

  Customer Answer

  Date: 11/18/2024

   
  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.
  
  Sincerely,
  
  ****** (*****) *******

• Initial Complaint

  Date:09/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 my order on September 1 online and waited two weeks. Payment was taken from my bank on September 13 and then immediately after I got an email saying the product was damaged and they were sending a replacement. Two days later on the 15th I get an email stating that my order has been canceled yet I still have no refund. I called and I spoke to the customer service agent *****. She was extremely rude, unhelpful, unpleasant and unapologetic. She kept talking over me and repeating what she had already said like I was dumb. I felt personally attacked just for wanting to know what had happened with my order and so I recommended that she get a new Career potentially as a janitor which would have very little customer contact. obviously I was very upset at this point, and then she hung up on me. This has been a very horrible customer experience from ********.