ComplaintsforKirkland's, Inc.

• Initial Complaint

  10/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased 2 solar stools that worked for 4 months. ********** cannot replace the non-working garden stool because they have no stock. They also are refusing to refund. The item was not advertised as being a disposable item and should have lasted longer than 4 months.

  Business response

  10/17/2022

  We don't see an order number or transaction number for the sale of the solar stools mentioned in this concern.
  
  It sounds as if the rechargeable battery needs to be replaced.

  Customer response

  10/18/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The receipt for the stools, as well as the communication with ********** customer service was attached to this complaint. I have attached them again.
  See Attachment/File: Kirklands Re_ Product

  Business response

  10/31/2022

  The battery can be replaced with a new rechargeable battery.  Our return/refund policy is within 90 days of purchase to a gift card.  Unfortunatey, it is past this time frame. 

   

  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: 18291639
  
  I am rejecting this response because:  The product was not advertised as a disposable product.  For it to work barely over 3 months is unacceptable.
  
  Sincerely,
  
  ***************************

  Business response

  11/04/2022

  Please replace the rechargeable battery.  If stool has been in direct sun light for some time the battery evidentially loses its life. 

  Customer response

  11/08/2022

   
  Complaint: 18291639
  
  I am rejecting this response because:

  The stool specifially states that the battery cannot be replaced. I shared a picture of that tag in the original complaint.

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

  Business response

  11/10/2022

  this is past our return policy and ********** will not be able to refund the stools,  Our buyer do not have any reports of issues with this product. 

• Initial Complaint

  08/27/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  Made a purchase from ******** which ***** said they delivered. Item was not delivered as described. I have video from my house that supports ***** did NOT deliver the product as stated. Called ******** NO customer support only to be told I had to file a claim with ***** and dispute the barge on my credit card. They offered no assistance. Now I have to spend time working with ***** and my credit card company for resolution. I have seen several other such complaints and ******** management need to come dodger using another shipping company or do ship to store only transactions. Very disappointed.

  Business response

  08/29/2022

  We have attached a POD of the delivery of order from ***** See attached
  See Attachment/File: ********.docx

  Customer response

  08/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Clearly ******** have not read my complaint. The package was not delivered as indicted by ****** I have cameras all around my house and the package was not left at my garage door. Showing me a document that says otherwise is futile as I have video evidence to the contrary.

• Initial Complaint

  07/25/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Have been receiving a lot of marketing emails from Kirkland's. Unsubscribe option, at the bottom of the email is not working, as required by privacy law. Emailed the company several times asking to fix de link and to unsubscribe me, also contacted company via twitter. No response. Still getting marketing emails. Major privacy violation here.

  Business response

  08/15/2022

  Business Response /* (1000, 8, 2022/08/05) */ Customer was unsubscribed on 7/25 from all mailing lists see attached

• Initial Complaint

  07/18/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  On 7/2/2022 I ordered a rug online from **********. On 7/14/22 I notified ********** that the wrong rug (one larger in size and more expensive than the one I had purchased had been delivered). Per the instructions of the customer service rep I removed the rug from the packaging and emailed photos. I was **** to bring the rug to the closest store, however I advised that I could not do so as the rug was too large for my car. On 7/15/22 I was told that a ***** driver would be to my residence to pick up the rug from my home and to wrap it it trash bags as the original packaging had been removed as instructed by the *** I spoke with on 7/14/22. I confirmed that the rug would be outside as I work during the day. On the morning of 7/22 I emailed photos confirming that the rug had been placed outside. When I got home after 5:30 the rug was still there. I called customer service and was told that a pick up had not been scheduled as promised. I requested a refund several times and was refused each time. It has been a nightmare dealing with this company to correct an error that they made.

  Business response

  07/25/2022

  Rung has been picked up. Delayed by *****
  
  see attached
  See Attachment/File: ********.docx

  Customer response

  07/25/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The rug was picked up from my home by Fed Ex on 7/19/2022. I have video evidence of the rug being picked up. Since that time I've reached out to ****************** to obtain status of the rug I originally ordered being delivered or a refund. My calls and emails have received no response. At this time I've complied with all of the requests made by ********** and yet they've still failed to provide me with the product I've paid for or to issue a refund. Not only am I out of funds but I've also accumulated interest on a product that I do not have. I feel that the process in place by ********** equates to negligence, theft and poor business practices.

• Initial Complaint

  05/12/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I ordered a product via Kirkland's website my credit card has been charged in full product was shipped via FedEx and driver pulled up in front of my house did not deliver package Mark package is delivered contacted Kirkland's and FedEx for a resolution FedEx is in the process I'm running a trace but has not responded and Kirkland's response was to dispute the charge on my credit card and offered no other resolutions I have an email to verify this I do not feel that my credit card company should be taking the hit as Kirkland's chose FedEx as the delivery provider and product was never delivered I was informed and given a proof of delivery which clearly states nothing other than says delivered without signature required how is no signature required a proof of delivery anyone could just put down delivered who works for the delivery company and keep the product.

  Business response

  06/22/2022

  Business Response /* (1000, 5, 2022/05/16) */ We show package was delivered on 5/11/2022 at 3:14pm at front door. Unfortunately we will not be able to issue refund or create a replacement Consumer Response /* (3000, 8, 2022/05/17) */ (The consumer indicated he/she DID NOT accept the response from the business.) The package is marked delivered, but was not delivered to my address. ***** has acknowledged that they delivered the package to the incorrect address and was not able to retrieve the package. I am now left with the full charge made to my credit card and no receipt of product. I am not the shipper and cannot file a claim for the missing package. See below for Kirkland's response. T******* (Kirkland's) May 11, 2022, 17:54 CDT Dear Valued Customer, Thank you for contacting us. I apologize if you did not receive the proof of delivery. I have attached it to this email. Please let me know if you aren't able to view it. Please dispute the charges with your bank, Kirkland's is unable to assist you with a refund or replacement. Thank you. Kirkland's Customer Service Bring Happiness Home In addition, the proof of delivery offers no proof. There is no signature or image of the package being delivered to my front porch. I am the consumer and have done all of the leg work and research with ***** to find that the package was delivered to an incorrect address then only to be told that a claim will have to be filed by Kirkland's who seems unaccepting to follow up to make sure the order has been fulfilled. I am not the seller and I am not the shipping courier, yet I am the customer who has been charged in full for the product and has yet to any assistance with this error by the shipping company that Kirkland's chose. All I am asking for is what is right, the product that I have paid for. If Kirkland's files a claim with ***** they will get refunded for the missing item. What am I left with? Other than a full charge for an item that I did not receive and correspondence from Kirkland's that states my bank should pay for the error.

• Initial Complaint

  04/15/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I ordered a console table in October. It did not fit in my space, so I returned the item with the provided ***** label a couple weeks later. I never received my refund for order ********. I The item returned was: ***** and ************************* Console Table. Item #: ****** Price $399.99. I called several times and was told that I should have called when returning the item to be sure the return was processed. Their return policy doesn't state that you need to call for a refund. This is incredibly shady! I misplaced my return receipt from ***** and was told they could not look up the label, but said they could have a week before. I just bought a new house and was planning to decorate my entire house with ********** furniture and decor. It is unfortunate I can't shop there anymore after they scammed me out of a large sum of money!

  Business response

  04/19/2022

  ******************,
  Thank you for your inquiry. I apologize for the inconvenience that you have encountered.
  Unfortunately, we would need the return tracking number to issue a refund. This item never arrived back to our warehouse. I see a call from you wanting a return label for item ****** on October 23,2021. A refund has been issued for this item.
  
  We appreciate you as a valuable ********** guest.
  
  **********
  

  Customer response

  04/19/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I do not accept this response. I contacted ***** and they said ********** was able to look up the tracking information because they provided the label to me. How does a large piece of furniture just go missing? How convenient for ********** that they "never received" the item in question. They just tell me there is nothing they can do. They provided the ***** label and had access to the record of this return. I have called and asked to speak to management and was denied. This company would rather lose a "valuable guest" than do the right thing. I have been out $400 since October thanks to this "customer service"! I would like a resolution, such as store credit at the very least for this!

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On Black Friday I order two items from Kirklands.com. One media table and one coffee table. I received a notification two later that my media table had shipped and would arrive December 2nd. I work remotely and was home all day on December 2nd and no pacakage arrived. I later checked tracking and it stated " item delivered left at door step". I checked all around my home and even checked my exterior cameras and no item was anywhere, nothing ever came. I called Kirkland customer service the next day and a rep told me " no worries, we'll have one reshipped and we'll send u new tracking. Two days go by and nothing. I call again, and now told that due ro ***** stating item delivered this was no longer a Kirkland issues it's a ***** issue, I need to file a claim with *****. I went ahead and followed this process and ***** repeatedly states with little to no evidence the item was left at door step, however they can't show me a picture or show me anything to say the item delivered to the correct address. They actually suggested I go knock on my neighbors doors and see if they got it by mistake. I take this back to Kirklands customer service and they said we can't help; file a dispute on your card and eventually you will win. Filed the claim and it gets denied because kirklands told my credit card company the item for delivered. I return to Kirkland customer service where a supervisor tells me there is nothing Kirkland can do and if I want the item i would just need to order it again. Not only did I use $324 on the first purchase but now you want me to buy it again and hope it shows up. It's been 3 months and no media table and I'm out $324!!! I want my item or refund on purchase.... Tracking number for order is ************. I would like a senior member of customer service to contact me to resolve issue. This should not be the customer responsibility to take the hit for a lost package

  Business response

  03/16/2022

  Business Response /* (1000, 8, 2022/03/09) */ On Feb 24th the customer was sent email below. Susan R Feb 24 10:42 (assign) Jason, Thank you for your feedback. I have reviewed the information and do see where the dispute was denied. As a one time customer courtesy, I have issued a refund back to your original form of payment for the item. Please allow 3-5 business days for this to appear on your account. Thank you for shopping Kirkland's

• Initial Complaint

  01/30/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  On Jan 29, 2022 I received an email from Kirkland with a $75 gift card purchased by my mother-in-law for my birthday. The email from Kirkland said to use the gift card number provided either at the store or online. I visited the Kirkland in Eastvale California to purchase a chair. When attempting to pay the cashier was having trouble with the computer system accepting the gift card number. He attempted to call customer service and then told me the gift card would not be available to use until maybe Monday. I proceeded to call customer service and was then transferred to a corporate office. The woman who answered my call from corporate said corporate does not handle gift cards and that I had to call the number provided in the email. I called the number provided in the email, there is no option to speak to a rep. On Sunday January 30th I again attempted to use the card online rather than in the store and again the card was not being accepted. My question to Kirkland is why would I receive an email advising to use the card either online or in the store when neither are working. Very embarrassing for myself to be at the register let alone the poor employee trying to help figure out the problem and then a line of other customers waiting behind me. Someone from Kirkland please let me know how I can use the $75 gift card thank you for any help.

  Business response

  03/04/2022

  Business Response /* (1000, 5, 2022/02/10) */ Ms. *****, Thank you so much for taking the time to let us know about your recent experience with Kirkland's. I apologize for the inconvenience that you have encountered with your gift card. Please send me the gift card number and the letter you received with the gift card. I will research and see what the problem is. We appreciate you as a valuable Kirkland's guest. Kirkland's Debbie ****** Consumer Response /* (3000, 7, 2022/02/12) */ (The consumer indicated he/she DID NOT accept the response from the business.) Please send me your contact information at Kirkland so that I can send you the gift card number and the letter from Kirkland. This info should not be posted on bbb site.

• Initial Complaint

  12/31/2021

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Hi I had placed a order and my whole order was split in shipments.my dishes came broken and defective. I contacted the Business for them to state no money back until they get them back and they only supply the label to ship them back and not come back to the home to get them they want me to find a *********** shipping business which makes it hard for me becasue I do not drive and have no one that can do this for me.also they are very rude on the phonealong with this i am worried i cant have a complete set for the holidaysi had ordered last year a different color with no issues and i went back to order more of the same colors and they sell fast so i had to get the black so they want to send out junk and do nothing about it. where is the protection about receiveing damnged Goods I just want my money back now no more dishes

  Business response

  01/19/2022

  Business Response /* (1000, 5, 2022/01/10) */ replacements were sent in see attached doc

• Initial Complaint

  11/20/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a chair and the quality is terrible. I requested for Kirklands to pick the chair up via ***** as it is too large to fit in my car. They refused to schedule a pick up. The order number is order ********. I would like Kirklands to schedule a pick up at my home. I do not want to be charged for the return due to the poor quality of this item, Thank you

  Business response

  12/15/2021

  Business Response /* (1000, 5, 2021/11/23) */ Please see attached Customer called in and said chair was not to his satisfaction. Unfortunately we do not offer pick ups. Online orders can be returned to a store or dropped off at a ***** shipping location. as stated on our website. We show his closest store is 9 miles from his zip code Closest ***** is less than 3 miles. Consumer Response /* (3000, 7, 2021/11/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) It would be easy for Kirklands to send ***** to pick this chair up. I do not accept their response. Even ****** offers pickup Business Response /* (4000, 9, 2021/11/30) */ unfortunately, we don't offer pick up. the return options are listed on our website. Consumer Response /* (4200, 11, 2021/11/30) */ (The consumer indicated he/she DID NOT accept the response from the business.) This is not acceptable. I cannot fit the item into my car and will have to pay someone to deliver it to the store..This company could easily schedule a pick up as with any freight item

*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. ↩