ComplaintsforKirkland's, Inc.

• Initial Complaint

  06/17/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  On 5/26/24, I placed an online order with the company, #********. I was notified of shipment on 5/29/24. ***** contacted me and said they had reported the package as damaged, as pieces were falling out of the box. Despite this, ***** was told to continue to try to deliver the package for several days. I contacted ********* customer service online on 6/6/24 asking to have a replacement, meanwhile, ***** was finally directed to send back the damaged item. The damaged item was received and signed for at the warehouse on 6/7/24. The customer service representative apologized and created a new order, #*******. The status of this order since 6/6/24 is "Label Created". When I supplied the tracking number of the returned package and requested a status on shipment of the new order via email on 6/12/24, I was told to wait a couple of days and the shipment information will update with an estimated delivery date. It's now 6/17/24 and I have heard nothing, and the status of my order shipment is still "Label Created". I'm not able to cancel this order now that it's in process, yet they have my money, and have not delivered any product. I'm seeking delivery of an undamaged item.

• Initial Complaint

  06/08/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  Order ********, I placed an order for two lamps.Warehouse sent one lamp with tracking number.On the packing label they stated there was two lamps sent in the box of 1. On the box itself it's states there's only qty 1 in the box, the box is really small and could only fit one lamp. I called fed ex to report the missing lamp and ***** stated there is no other tracking number for a second lamp. They stated there was only one tracking number for one lamp, with my name and address. I called ******** customer service on 6/8 @ 12:10 pm, I waited a long time I hold for someone. When a agent came send out my lamp I paid for and not be cheated by ******** for what I paid for. I was told nothing can be done for me until they hear back from the warehouse. It's unconscionable that a customer that paid for an item has to deal with such unpleasantness, because of incompetence of their warehouse. I had to waste my time trying to track down my missing lamp and gather all the information and even with me doing all that still have to wait for someone at a warehouse to email them back just to get what I paid for. Waste of my time and money, I feel stolen from

• Initial Complaint

  06/04/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a console table at your ******************* location. I was told if it went on sale they would adjust the price of the item. 2 days later it went on sale. I came into the ******** location and the **** ******** was very rude. She said she would do it as a courtesy but it wasn't a policy. opposite of what the website states as a policy. She also included my reward money I used and my coupon so basically I lost both. If I were to have waited and purchased it 2 days later I would have been able to also use my rewards and my coupon on top of the sales price. But she said that's not how it works. We have decorated our entire home in ******** merchandise but will definitely rethink that now. She was very rude and this was not fair that you loose your rewards.

• Initial Complaint

  04/25/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I bought a set of table and chairs from Kirklands at the end of Aug. 2023 #********. It came with a table and 4 chairs. I paid over $500 for the set. A few months in, Two of the chairs began to warp and the screws were popping out. We would try to fix them but finally one chair broke while my son, who is 8 years old and skinny, sitting on it and he fell. The other chair the bolts were popping out and legs were warping, so it was not safe for anyone to sit in. I called Kirklands and told the representative what happened and I was immediately met with there's nothing I can do it's our of the return window. I explained that I didn't want to return the set I just wanted two new chairs. She again said there's nothing i can do in a pretty dismissive manner. I asked for a supervisor's number. I then called and spoke to a supervisor. I took pictures, emailed her them and asked for two replacement chairs. She had to forward to management. I heard back today that they cannot replace the chairs, I They would give me a discount on getting them fixed on my own which I explained they cannot be fixed per the pictures. They then said they could "possibly" have me return the table and two chairs see if I could get them to sell the set as is and then could see if they can discount the new set. I am so upset and frustrated that in less than 8 months I have a set that I can't use. I'm a mother of two and can't take a table and two chairs to the store in hopes that they could sell it, for what who knows and then rebuy another set to put together again. This is not how you treat customers. Being rude, dismissive, making us pay more, and then in hopes thinking something could happen? I just want two new chairs to make this right and to stand by the quality of their work.

  Business response

  04/30/2024

  The customer stated that the chairs were falling apart 2 months after she received her item. We were not contacted by the customer until April 21, 2024- 8 months after the purchase. I spoke with the customer and stated that if we are able to get a replacement, would she mind taking in the 2 chairs and 1 table that is still good to the store and we can try to get something for the 3-piece set instead of a 5-piece set. We are not asking her to pay anything more. Due to the time frame, our policy is 90 days return policy, this order is 8 mos. old, the vendor would not replace the two chairs. I apologized that we are not able to issue a replacement. I offered her 40% off that I would be happy to send that amount to her in a gift card and stated that I would check to see if I could possibly give her 50% off. She told me that she would like to think about it and then I received this from BBB.  

  We are offering a 50% discount to keep as is or try to fix it. I will send her a gift card and she can use that toward another table or something else. 

   

  Thank you,

  ***********************

• Initial Complaint

  12/08/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  9/7/2023 Amount $367.00 I received the ***** Midnight Wood Dining Table and it is infested with a wood destroying insect! I used the delivery service that the ********************* store told me to use which is pickupnow.com and paid them $101. I also paid an additional $75 to have a repairman assemble the table.I would be happy to return the damaged product, but I will need to be reimbursed $176 for my out-of-pocket expenses and Kirklands will need to pay to have the table picked up from my home.A ********** rep told a BOLD FACE LIE to Discover Card and said that ********** does not use a delivery service called pickupnow.com. He/she told the lie to not have to reimburse me for a defective product.I am appalled by ********** substandard quality products, poor customer service, and poor *******************

  Business response

  12/08/2023

  I partnered with our Claims department.  They replied: It was sent to me back in October. I tried calling the customer 3 times. Each time the phone would ring and disconnect. I could never leave a message. I sent her an email to ************************* No response received. 

   

  Please advise to check Junk and Spam folders for email 

  Business response

  12/08/2023

  Date Sent: 12/8/2023 12:50:07 PM
  

  I partnered with our Claims department.  They replied: It was sent to me back in October. I tried calling the customer 3 times. Each time the phone would ring and disconnect. I could never leave a message. I sent her an email to ************************* No response received. 

   

  Please advise to check Junk and Spam folders for email 

  Customer response

  12/08/2023

   
  Complaint: 20978298
  
  I am rejecting this response because: I checked my spam folder and did not see any emails from the company.  I don't understand how I get spam calls all day from solicitors, but for some reason this company can't get through.  The wrong number must have been dialed.  I would be happy to call you directly.  Please provide a direct number and name of contact. 
  
  Sincerely,
  
  ***********************

  Business response

  12/11/2023

  Below is the email that was sent customer from our Claims department 

  From: ** *****************
  Sent: Tuesday, October 17, 2023 9:24 AM
  To: ************************
  Cc: Riskonnect <*************************************************************************************************************>
  Subject: Dining Table
  
  Good Morning **************,
  
  I tried reaching out to you by telephone several times last week. The phone number ************** would ring and then disconnect. I was unable to leave a message. I was contacting you about the issue you are having with a dining table. I would be very happy to issue a refund for you. It would be your choice to have the refund as a Kirklands gift card. So you may look for something else, or a check. You may contact me by phone at ************** or email ***************************************
  
  Thank you,
  ** *****************
  [2023~PROD~19016]
  
  ** *****************
  Risk Management Claims Clerk
  **************
  ************************************************

  Business response

  12/11/2023

  Date Sent: 12/11/2023 2:40:32 PM
  

  Below is the email that was sent customer from our Claims department 

  From: ** *****************
  Sent: Tuesday, October 17, 2023 9:24 AM
  To: ************************
  Cc: Riskonnect <*************************************************************************************************************>
  Subject: Dining Table
  
  Good Morning **************,
  
  I tried reaching out to you by telephone several times last week. The phone number ************** would ring and then disconnect. I was unable to leave a message. I was contacting you about the issue you are having with a dining table. I would be very happy to issue a refund for you. It would be your choice to have the refund as a Kirklands gift card. So you may look for something else, or a check. You may contact me by phone at ************** or email ************************************************.
  
  Thank you,
  ** *****************
  [2023~PROD~19016]
  
  ** *****************
  Risk Management Claims Clerk
  **************
  ************************************************

• Initial Complaint

  12/04/2023

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I ordered a variety of candles from Kirklands I watched the tracking number on 11/8 I got an email that my order was shipped and on its way order# ******** then that was the end of it. I was charged. But the tracking says failed. I never received it. I have made multiple attempts to have them replace the order and all I get is they are looking into it. I believe enough time has passed

  Business response

  12/04/2023

  We do apologize for the delay and damage of your order.  When you track the package on FEDEX.com they show the order was damaged and to contact the shipper. We have sold out of several of these candles.  If you would like to reorder, we will match the price  on this order. 16833441  You can simple place the order and give us a call and we will adjust the order.  Please reference ticket # ******* so any agent can adjust price.

   

  SCHEDULED DELIVERY DATE
  
  Pending
  Initially expected: Saturday, 11/11/2023
  DELAYED
  
  DELIVERY STATUS
  Delivery exception
  
  
  Get Status Updates
  
  
  Alerts (3)
  
  Sign up for Status Updates to get updated as we have more information.
  Damaged - handling per shipper instructions
  Recommended action: Please contact your shipper for more information.
  
  No scheduled delivery date available at this time.
  Manage Delivery
  
  
  
  
  
  TRACKING ID
  ************
  
  
  
  FROM
  
  
  
  *******, ** **
  
  Label Created
  11/8/2023 11:10 AM
  
  WE HAVE YOUR PACKAGE
  ************, **
  11/9/2023 12:00 AM
  
  DELIVERY EXCEPTION
  
  ************, **
  11/11/2023 11:03 AM
  
  OUT FOR DELIVERY
  ************, **
  11/11/2023 6:55 AM

  Again, we sincerely apologize for the inconvenience. 

  Merry Christmas to you and yours. 

  Kirkland's 

  Customer Service. 

  Business response

  12/04/2023

  We have issue a full refund for damaged order. 

  Customer response

  12/05/2023

  While I was extremely disappointed not to receive my product and dont understand why it took so long to get my refund Kirklands has issued a full refund for my product 

  Customer response

  12/05/2023

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

• Initial Complaint

  11/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i ordered these items and did not get them. when i called ******* told me there was nothing they could do. i asked her to call my apartments to verify but she did not. i have a locker system with cameras in my complex so it can be proven that i did receive this and they have not helped me at all

  Business response

  11/03/2023

  Per ***** the package was delivered 10.29.23 at 2:01pm   Customer can file a dispute if her package is not located. 

   

  DELIVERED
  
  Sunday10/29/23 at 2:01 PMSigned for by: Signature not required
  
  DELIVERY STATUS
  Delivered
  
  TRACKING ID
  ************
  
  
  
  FROM
  
  
  
  *******, ** **
  
  Label Created
  10/26/23 10:06 AM
  
  WE HAVE YOUR PACKAGE
  ********, **
  10/27/23 12:00 AM
  
  ON THE WAY
  
  ************, **
  10/29/23 7:18 AM
  
  OUT FOR DELIVERY
  ************, **
  10/29/23 7:21 AM
  
  DELIVERED
  
  
  
  ************, ** **
  
  Delivered
  10/29/23 at 2:01 PM

  Business response

  11/07/2023

  Date Sent: 11/3/2023 12:03:38 PM
  

  Per ***** the package was delivered 10.29.23 at 2:01pm   Customer can file a dispute if her package is not located. 

   

  DELIVERED
  
  Sunday10/29/23 at 2:01 PMSigned for by: Signature not required
  
  DELIVERY STATUS
  Delivered
  
  TRACKING ID
  ************
  
  
  
  FROM
  
  
  
  *******, ** **
  
  Label Created
  10/26/23 10:06 AM
  
  WE HAVE YOUR PACKAGE
  ********, **
  10/27/23 12:00 AM
  
  ON THE WAY
  
  ************, **
  10/29/23 7:18 AM
  
  OUT FOR DELIVERY
  ************, **
  10/29/23 7:21 AM
  
  DELIVERED
  
  
  
  ************, ** **
  
  Delivered
  10/29/23 at 2:01 PM

  Customer response

  11/07/2023

   
  Complaint: 20820071
  
  I am rejecting this response because:
  the package was located by my apartment complex office. it was left out by ***** in the common area until someone turned it in. everything except one candle in the package is completely broken. i need a return label. i have called customer service and was told i would get a return call and no one has called me. this is the worst customer service i have ever received 
  Sincerely,
  
  *****************************

  Business response

  11/08/2023

  
  We offer a prepaid shipping label that can be found by going to our Returns Page:
  
  *************************************************************************************************************
  
  

  Returns & Exchanges
  Need to return an item? You can return your order at your local store or you can print your return label online. To print a return label, lookup your order below or sign in to view your complete order history.
  Order Lookup
  Order Number*

  Last Name*
  Billing ZIP*
  Lookup Order
  View Your Order History
  No order number? No problem! Sign in to view your complete order history.
  Return Policy
  The quickest and easiest way to return your item(s) is to bring it to one of our convenient store locations. Please have your order confirmation email available as receipt of purchase.
  Returns and exchanges can be made up to thirty (30) days from the date of purchase, with your refund issued to your original form of payment. Items returned after thirty (30) days from the purchase date will be refunded on a gift card for the current value of the item plus tax. Items returned to a store without a receipt or order confirmation will be refunded to a gift card for the store's lowest selling price plus tax.
  When returning an item to the distribution center, refunds are processed within 14 days of receiving the return at the distribution center.
  We reserve the right to refuse any item that is past ninety (90) days from the date of purchase. Items must be returned in the same condition as sold.
  Shipping charges for online orders are non-refundable. Kirklands Home will refund shipping charges with proof of damage.

• Initial Complaint

  10/31/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed order ******** on 23 October. The same order has been sitting/label created since 25 October. ***** is saying they are awaiting the package from ********. We are now at the end of October and now one seems to know where the items are. Please advise.

  Business response

  11/01/2023

  We show order was placed on 10.23.23.  We do state on our website the following.

   

  Standard Shipping and Processing
  Due to an increase in order volume, shipments may take longer than expected.
  Standard Delivery orders are shipped via standard ground service and estimated to arrive within 5-9 business days. Items ordered at the same time will not necessarily be delivered together.
  Kirklands.com ships some items via ***** SmartPost, which utilizes the **** ************** for final delivery on a standard business day (Monday-Saturday, excluding federal holidays). The SmartPost shipping option means that ***** will handle your package from Kirklands Home to your local **** post office and the U.S. postal service then completes final delivery.
  Throughout the checkout process, the shipping costs displayed in your order summary are estimates and do not necessarily reflect the final shipping cost of your purchase. Options that incur surcharges (such as oversized items) or shipping to multiple addresses will affect shipping costs. The cost for shipping and handling is based upon order amount and shipping destination(s). The above table can be used as a guideline for estimating shipping, but final shipping charges may differ from the value shown above. Final shipping costs will be calculated and displayed at the Order Review & Payment screen.
  We apologize but we are currently unable to ship to **** ************ international locations, ******, ******, or PO Box addresses.

  Delayed or Lost Orders
  Orders may be delayed due to a variety of issues including, but not limited to, inclement weather and carrier issues. Once your order has shipped, you will receive an email with your order tracking number so you can track your package via the ***** website. Kirklands ********************* team cannot provide any additional tracking information beyond what ***** has provided.
  Refunds or replacements will only be issued for lost orders. An order is not considered lost until 15 business days past the ship date.

   

   

  Customer response

  11/06/2023

   
  Complaint: 20805356
  
  I am rejecting this response because: its clear that ******** does not care about customer service.  I placed the order on the 23rd of October. The tracking information has had the same information since The 25th of October, awaiting label.  FedEx is telling me that they never received the package. Almost 11 days later no response and no package. However, you have my money. Please advise the status of order # ********* or provide a refund. Very dissatisfied with your process.
  
  Sincerely,
  
  ***********************

  Business response

  11/07/2023

  After further review and no movement on original order, a replacement order has been created. New order number is 2237453.  We apologize for any inconvenience this may have caused by ****** We appreciate you as a valuable ********** customer. 

   

   

• Initial Complaint

  09/29/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order ******** online with Kirklands. I spent $94.52 that includes a discounted amount of $19.34. Per the website delivery is between 5 - 9 business days. It has now exceeded the timeframe. Also, the return policy for a cash refund is 30 days from purchase date. I am halfway to 30 days and still do not have my merchandise. I have placed 3 calls to customer service and two emails. The response is "the warehouse is backed up" There is no timeframe for when the items will be shipped. No ETA, no apologies for taking so long, no way to cancel the order. And a good chance that the items when received cannot be returned. I know fall and Christmas are a busy time but shouldn't that already be taken into consideration? I was charged on my credit card immediately, maybe they shouln't charge until item ships out? I am so upset because I am entertaining the first week of October and really needed these fall item.

  Business response

  10/05/2023

  We show that this order delivered today 10.5.23 at 3:26pm.  We do apologize for the delay. A delay discount has been applied to the order. 

  We appreciate your business and look forward to seeing you in or stores or shopping with us online. 

  Sincerely, 

  Kirkland's 

  Customer Service

   

  Customer response

  10/06/2023

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

• Initial Complaint

  09/12/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We placed a pickup order for Order: ******** Order Date: 9/10 that we went to pick up and upon entry we were told this order had been picked up prior to arrival which is in no way possible if they would have properly checked I.D. as it says they do in the confirmation email for store pick up. They gave my order to the wrong person or let someone not picking up an order- pick up my pick up order. So there was no order for me to take home after already pre paying. I called corporate and was told they called the store and the order was in fact picked up, and to work with the store on a resolution but the store is telling me to work with corporate on a resolution and we are getting no where at this point on getting my funds returned or my order re picked for me to pick up. Something needs to be done & valid I.D. should be shown to be able to pick up an order. Anytime Ive came here theyve always asked for an I.D. so these things do not occur. I would love to get this situation resolved and get my money returned to me for these items of $180.60!

  Business response

  09/14/2023

  *****************************

  ***********************************

  ******, ** 30011

   

  Order ********

  The customer called our ********************************* and explained the situation with Order ********. The customer service representative called the store and spoke with ****** the store manager. The store manager stated that she waited on the customer herself and the customer had 4 bags. The customer showed the store manager her order number and email information with her phone to pick up the order. The store manager also spoke with several of the other associates to find out if they told her that her order has already been picked up. That information was not given out to the customer. After speaking with the store manager, the customer service representative advised the customer to file a dispute with her credit card company. 

  Please let us know if we can further assist. 

  ***********************

  Customer response

  09/15/2023

   
  Complaint: 20590723
  
  I am rejecting this response because: I was told by the associate at the front that the order was already picked up. If you pulled your camera footage youd see that I left with NO bags. If you asked this person for I.D. then you wouldve known they werent added to my pick up person list to pick up the order. Why do you have pick up associates if you dont abide by it? I assume your associate gave the order to the wrong person and doesnt want to take responsibility for that so you are requiring me to dispute it with my card company in which it is not their responsibility to do so. I spoke with the bank who required me to dispute with the merchant because its your job to handle the situation promptly. You can require your further evidence of who picked up the order and whether they were on the pick up list and provide video footage.

  This isnt the banks responsibility. Its the companies in full. 
  
  Sincerely,
  
  *******************************

  Business response

  09/27/2023

  Hi

   

  The person who picked up this order had information pertaining to ******************' order - her email address and order number. Not sure who ******************************* is. 

   We are suggesting that the client check to make sure that she is not the product of identity theft. 

   

  Thank you,

  ********** Home

*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. ↩