ComplaintsforKirkland's, Inc.

• 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

• Initial Complaint

  04/17/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Three weeks ago I asked the manager in the ************** ******** store to have the Director of this area give me a call, she never did anything. She is rude and abrupt, the first time I met her all she did was complain and she did me dirty on a purchase which caused me to not be able to re-purchase for five days so I went somewhere else. I went into the store week and a half later and she made excuses that I guess the person that handles that area is going to be out of the office like forever so she never put in that request and I am asking somebody to do so. She is not a good manager, even your employees are concerned because they get continual complaints about her, replace her but in the meantime can you please have somebody higher than her call me... the other concern I have is I repeatedly unsubscribed from your emails and you keep sending me emails I don't want your emails this is harassment and it is no longer acceptable.

  Business response

  04/18/2023

  This matter was addressed and resolved yesterday by the District Manager. 

• Initial Complaint

  03/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased online to pick up in the store at ***** ******** a painting. I paid for the painting it was taken out of my credit card and when I got there the colors were very different so I told the manager over and over and over that I did not want to refund because I would have to wait for the money and she understood none of this and her comment was my card was not yet charged and I told her that it was in once again we argued about it And she just went right past me and canceled the order and when I went to buy the picture with that money that I could only use because I'm a senior on Social Security I was not able to use it because the money is pending a withdrawal which means that's either going to have to go out and come back in minimum of five days or drop off in five days and I told the store manager this several times and instead of listening to me and just giving me a store credit or letting me buy it and return it and buy something else in exchange she totally ignored what I said And canceled the order so I left today without a picture. I don't appreciate a manager handling the situation so poorly after I repeatedly told her what my credit card had already done and then she just walked away. I will wait for the money to return and I guess I won't shop on your store anymore because I don't need to be treated like that and your manager should know how the system works when you buy something online it is charged to your card even as a pending and the pending does it reverse itself it either **** to go through and then debit back into the account or fall off after five days which means seven days because it's the weekend so I have an empty bathroom wall that looks horrible thanks to her. When you're at Social Security and you have a limited amount of money to spend I can't take extra money away from another bill because your manager screwed up and I don't appreciate that.

  Business response

  03/27/2023

  Customer information

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

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

  *****, ** 48359

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

   

  This was done in the store so I apologize for the inconvenience this has caused, I will make the store aware of the situation. To help speed up the process for a refund, I have reversed the customer's payment and the money should show up immediately in her account. There will be no need for her to wait 3-5 business days for the payment authorization to drop. Please contact customer service if any problems should arise. 

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

   

• Initial Complaint

  02/27/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I I bought an item online from ********** on November 23rd. It was to be shipped to the ********** Champions Village Store. Every time I checked online under the order number it said processing. I went into the store and inquired about it. They went and back to check to see if it had arrived and had not been scanned in. It had not. This one on at least four different visits to the store. The last visit I was told I'd have to call the 800 customer service line. I called them they told me the store needed to give me a refund. That it had been shipped on November 30th. I went back into the store for the fifth time they went into the back to make sure it wasn't there. It was still not there but they said I needed to call the customer service number to get a refund. Once again I called customer service. They told me I needed to go to the store and have them give me a refund as a non-sellable item since they had shipped it on November 30th. I went back to the store today which is Saturday February 25th. I told the girl at the front desk what had occurred. She remembered me. She pulled it up on the computer so the store manager could give me a refund. Once again the manager said let me go in the back and make sure it's not here. It is now been over 3 months and I never received the item on the store manager gives me the runaround about refunding my money. Today February 25th I received one in the mail that I had ordered since I never got the original one I paid for. And it was damaged. I would like my money refunded to me and I don't want to have to go back into the store to get another run around from that store manager. The order number is ********

  Business response

  03/01/2023

  Customer information.

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

  5207 ************************************************************* 77069

  Order 15693806

   

  I have reviewed this order and customer did place this order for ***- ship to store. It never arrived at the store, so the customer placed another order for STH- ship to home. She did receive that order. I have refunded the customer for the *** order that was placed on 11/22/2022. The refund can take 3-7 business days to process and it went back onto her original form of payment **** ending in 1677.

  We apologize for the inconvenience. 

   

  Thank you,

  ***********************- 

  Customer response

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

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered an item from **********. It arrived damaged. I promptly returned it using their shipping label. It was received at their ************* on 12/08/22. Weeks have gone by and I still have not received a refund. I sent three separate emails and I finally received a response on 12/20/22. The representative advised that I would be receiving a refund to my credit card within 3-5 business days. I did not receive said refund. I contacted my credit card issuer on 12/27/22 for assistance. A call was placed to ********** and the representative stated that the matter would be expedited. She issued me a $5 rewards credit (I did not ask for) and again stated that a refund would be issued to my credit card. Two more days have passed and I still have not received a refund. In total, this nonsense has been going on for nearly three weeks. All I want is a refund. Are they going under or something? They certainly act like they are about to close. I have been an in-store customer for several years. This is very disappointing.References:Order number #******** Fed Ex Returned Item Tracking number #**************

  Business response

  01/09/2023

  Hi

  *************** did return his order and we received it back at our facility on 12/8/2022- The customer was refunded back to Master Card ending in ****. We show that it did process correctly. If the customer is not seeing this credit he will need to get with his financial institution. 

   

   

   

  Customer response

  01/10/2023

   
  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. I'd still rate the business ZERO STARS.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  11/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I want to unsubscribe to ********** emails but their link to do so doesn't work. I have emailed to complain but haven't received a response. I want to be removed from their emailing list.

  Business response

  11/15/2022

  request has been sent to our ******************** to have the email address removed 

• Initial Complaint

  11/09/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I am writing to inform you a surprising disappointing experience that I received by purchasing Matte Bronze and white ******* Arm **************. The second set within two years. Generally speaking I was highly impressed with the lamp and shopping at the ********** location in ********** ,****. This was my first time ordering on the website. The experience was one of the lamps was causing electrical issues in my new apartment I put in work orders because my New surge protector blow. Therefore I blamed the ******************** they were confused on what was causing the problem after careful investigation by the supervisor of maintenance problem trace back to the actual lamp. I was embarrassed. I contacted ********"s customer service to explain what had happen. They suggested that I send pictures and documentation from my the maintenance department. I comply and indicated that I was this experience has traumatizes me once realizing the seriousness of this issues. They assured me that the matter would be sent to the vendors. After the length of time Of me reaching out with multiple emails. I final received a called from a *************************** after giving her title She then Quoted: " I am that girl" I told her all I want is a refund for my the lamp and to replace the surge protector and a gift certificate as a good will gesture she stated that she didn't know why it reached the legal department I told her I didn't reached out to my attorneys that we could handle this please pick up the lamp and consider my stress and trauma .She said I will get back with you in a few days. I am not trying to get rich or get anything over and above. I received a email back from ******** stateding after much and carefully consideration that they were going to reimbursed me for the lamp and $30 to replace the surge protector and felt that there was not enough evidence to prove that the lamp was the cause of the electrical issues and to get rid of the lamp.

  Business response

  11/23/2022

  We checked with our claims department and there is no further action from **********. 

   

  From the vendors response, she was not charged anything for any repairs and it is truly inconclusive what caused the issue. However, we did issue a check for the refund of the lamp and the surge protector. I feel that is sufficient compensation.  

  
  

  Customer response

  11/28/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  10/27/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  We purchased dinnerware (white and blue vine) last April thinking we got some very good product, however we started getting black streaks from the bottoms of all plates and bowls. Come to find out its mold. The dishes are unsealed on the bottom causing them to absorb water and it produces mold both black and green. The product claims to be dishwasher safe, however the mold it creates is very concerning. We put the plates in the oven at 100deg and watch water coming out of the bottom?? I reached out to Kirklands and got a generic answer about there return policies? This product is a health concern to my family and whoever else I serve food to. I purchased the product both at the store and online. I can get the credit card receipt if needed.

  Business response

  11/07/2022

  Information has been sent to our buying team and claims department to verify if there have been previous issues. 

  We will reply once we hear back from them

• Initial Complaint

  10/25/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order online with kirklands.com I then returned 2 of the canvas paintings together, that somehow was only refunded for 1 of the canvas paintings, which I did not catch at the time of return. I called to speak to online support and they told me there was nothing they could do. ORDER: ******** The two canvases I returned at the same time: Meadow ****************** Giclee Canvas Art ***** Item: ****** $111.99 and Before The Storm Giclee Canvas Art ***** Item: ****** Price: $159.99 It was not refund for the latter canvas painting (the before the storm - $159.99)

  Business response

  10/31/2022

  according to the notes in our system, the agent called the store and the ** processed the return.  She states only on print was returned. 

   

  called store-ticket 2471767-spoke with ** who processed her return-she only returned one painting

   

  Customer was sent this email. 

  Good Afternoon ***,
   
  I finally was able to get in touch with the store to confirm your return and they were not able to confirm that item ******, the Before The Storm canvas, was returned. Unfortunately, since we have no proof return we are unable to issue a refund on our end for that item. We do apologize for the inconvenience. 
  
  Have a great day!
  ********** Customer Service

  Customer response

  11/01/2022

   
  Complaint: 18310265
  
  I am rejecting this response because: That is not what happened. I returned both paintings and was only refunded for one. Disappointing. 

  
  Sincerely,
  
  **************

  Business response

  11/04/2022

  Store manager confirmed only 1 print was returned. 

  Customer response

  11/07/2022

   
  Complaint: 18310265
  
  I am rejecting this response.
  
  Sincerely,
  
  *******************

  Business response

  11/10/2022

  Unfortunately, ********** would not be able to refund said missing credit.  The customer can dispute with their credit card if they choose. 

• Initial Complaint

  10/13/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  There's no ********** store near me, so I decided to place an order online. I ordered 2 items, one of those items was the "Serene Sea Landscape Giclee Canvas Art ****** SKU: ****** on 10/3/22. I used Affirm to make the purchase. Upon receiving the item it looked cheap and just not of quality at all, and definitely not at all like the picture online, the negative reviews regarding the product were correct. There is no ********** store near me, so I drove ****************************************************** ************* to return the item & get a refund. Return instructions state that's the quickest/easiest way. I returned the item 2 days ago but could not receive a refund and was told the store cannot "punch in numbers by hand, they're not allowed," and that my only option was a ********** giftcard. This return policy is not mentioned on the website site (only PayPal!) and if something is exchanged after 90 days I believe, it is stated you will receive a giftcard. So now I'm am stuck with a ********** giftcard for $119 that can't be used (there's nothing else I need to purchase or would like to buy!), meanwhile I still have to pay off my Affirm account. I would like my money back and for the website to reflect the return policy concerning Affirm as well. I will return the gift card. Had I known this was the policy I would've used another form of payment.

  Business response

  10/31/2022

  The original form of payment must be present in store to make a return. 

   

  Return Policy
  The quickest and easiest way to return your order is by bringing your order confirmation email and the item to any of our convenient store locations. Items can also be returned by mail. Look up your order and print your return label online or sign in to view your complete order history.
  Returns and exchanges can be made up to thirty (30) days from the date of purchase. If it has been more than thirty (30) days from the purchase date, you may receive a gift card for the current value of the item plus tax. We reserve the right to refuse any item that is past ninety (90) days from the date of purchase. Orders purchased with a gift card will be refunded to a gift card. Orders returned to a store without an order confirmation email will be refunded to a gift card for the stores lowest selling price. Items returned must be in the same condition as it was sold.
  Kirklands Home only refunds shipping charges for damaged orders. All other shipping charges are non-refundable.
  Clearance merchandise and any items marked Final Sale may not be returned or exchanged.
  PayPal Orders
  PayPal orders returned in the store will be refunded to a gift card. PayPal orders returned by mail will be credited to your PayPal account.
  Return By Mail
  Look up your order and print your return label online or sign in to view your complete order history.
  Follow the steps below to complete your return to Kirklands.com;
  Print a copy of your order confirmation email to accompany your return.
  Circle the item(s) you are returning on the copy of the order confirmation email.
  Choose one of the following six return codes that best explains the reason for the return, then enter that number next to your circled item(s).
  RETURN CODES :
  1. Wrong Item (Refund Requested)
  2. Damaged / Product Quality (Refund Requested)
  3. Changed My Mind (Refund Requested)
  4. Gift Return (Refund Given Via Gift Card)
  5. Wrong Item (Send Replacement IF Available)*
  6. Damaged (Send Replacement IF Available)*
  Secure your return in its original shipping package and attach the prepaid return label on the outside of the package.
  Take your package to ***** or ***** Office location. Go to www.fedex.com www.fedex.com or call ************** to locate your nearest facility.
  Please note that items delivered via In-Home Delivery are not eligible to be returned through the mail. For more information on In-Home Delivery returns, see the In-Home Delivery Returns section below.

  Customer response

  11/01/2022

   
  Complaint: 18291470
  
  I am rejecting this response because:

  I presented a copy of the internet order and receipt received by email to the store clerk *****. The clerk scanned a bar code from that order/receipt. I also presented a digital copy of the credit card used to make the purchase from Affirm and that digital copy of the credit card (which is all Affirm provided) contained all of the information needed to process the return, and the return was made to the store a few short days after having received the unsatisfactory order & I still was only offered a Kirklands giftcard and not a monetary refund. The clerk told me she could not hand punch in numbers, and this response does not address that or my specific request regarding my refund. I would like a refund and NOT a Kirklands giftcard. 

  
  Sincerely,
  
  *********************************

  Business response

  11/04/2022

  When a return is made it is applied back to the same form of payment. If payment is not present a gift card will be issued. 

  If the store returned the item with the card used, ********** credited Affirm and customer will need to get credit back from Affirm. 

  Customer response

  11/12/2022

   
  Complaint: 18291470
  
  I am rejecting this response because:

  I explained previously, the store refused to credit the Affirm credit card, simply because it was a virtual credit card, which was shown to the customer service person. The virtual credit card had the card number, expiration date, and 3 digit security code, etc.; The store stated they cannot punch in numbers by hand from the card to credit it. So I did present my original form of payment, receipt/order from online with a scannable barcode, yet I was given a Kirklands giftcard. I wanted the money to go back on the affirm account or refund me the money so I can pay the affirm account. I cannot pay the affirm account off with a Kirklands giftcard.the giftcard forces me to make additional purchases in a Kirklands store that arent needed. If ******* was capable of crediting the affirm account, then why didnt that happen? 

  
  Sincerely,
  
  *********************************

  Business response

  12/05/2022

  Below is our return policy.  We don't offer Affirm.  If her credit card is an Affirm credit card she would need to present that card for the return to be processed. We don't accept credit card numbers written down. 

  Return Policy
  The quickest and easiest way to return your order is by bringing your order confirmation email and the item to any of our convenient store locations. Items can also be returned by mail. Look up your order and print your return label online or sign in to view your complete order history.
  Returns and exchanges can be made up to thirty (30) days from the date of purchase. If it has been more than thirty (30) days from the purchase date, you may receive a gift card for the current value of the item plus tax. We reserve the right to refuse any item that is past ninety (90) days from the date of purchase. Orders purchased with a gift card will be refunded to a gift card. Orders returned to a store without an order confirmation email will be refunded to a gift card for the stores lowest selling price. Items returned must be in the same condition as it was sold.
  Kirklands Home only refunds shipping charges for damaged orders. All other shipping charges are non-refundable.
  Clearance merchandise and any items marked Final Sale may not be returned or exchanged.
  PayPal Orders
  PayPal orders returned in the store will be refunded to a gift card. PayPal orders returned by mail will be credited to your PayPal account.

  Customer response

  12/06/2022

   
  Complaint: 18291470
  
  I am rejecting this response because: Again, the Affirm virtual card was presented at the store. The numbers were not written down. This stores return policy was followed and you failed to give me a refund. Shady business practices on your part. ****** learned, I will never purchase anything else again period from Kirklands due to poor customer service and refusal to follow their own return policies. I will take my hundred of dollars (sometimes more!) a year I used to spend in Kirklands store else where. At this point, I have donated the giftcard to Domestic Violence Shelter for abused women, hopefully than can purchase items for the shelter. Done with Kirklands, their stores, etc.; I will share my experiences with others I know to hopefully help them avoid the same negative experience.

  
  Sincerely,
  
  *********************************

*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. ↩