14 Customer Reviews
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Review from Angela V
2 stars12/29/2023
I received a damaged rug. I understand that the return policies' say that items need to be return to a store, but that is the case if the customer change its mind or no longer wants the product. My rug is damaged and recently and while I was dealing with customer service they always said there was only 1 left. Now they pumped the price and the rug is in stock again. Also the closest store is miles away (I dont own a car), and one doesn't expect an item to come this damaged. After a couple of calls and emails to customer service they offered 10%discount, but I asked them to tell me the amount and other details of the refund, as a courtesy and good business practices. I had to accept with very few information (mainly because I dont own a car and paying to drive an 8x10 rug would have been more expensive that the rug itself). I like my rug, but dont buy online from Kirklands. The many reviews are true. You can have a slightly damaged item from a discount store, but at least you see it before paying for it.Review from Rhonda E
1 star12/08/2023
I received the Glenn Midnight Wood Dining Table and it is infested with a wood destroying insect! I used the delivery service that the Winter Garden Village store told me to use which is ************* 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 Kirkland's rep told a BOLD FACE LIE to ******** and said that Kirkland's does not use a delivery service called *************. He/she told the lie to not have to reimburse me for a defective product. DO NOT GO SHOP AT KIRKLANDS! They have substandard quality products, poor customer services, and poor ethics & integrity!
Kirkland's, Inc. Response
12/11/2023
Kirkland's replied to customer on 10.17.23 below: 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 Kirkland’s gift card. So you may look for something else, or a check. You may contact me by phone at ***** ******** or email ******************. Thank you, [***************] The masked out info was sent directly to BBB as a responseReview from ZLF
1 star05/18/2023
I ordered a console table, it came on a wet broken wet box , once open the table totally damaged . The table was definitely some one else’s return. When I called to complain I was told I could get another box myself and return to ***** or to the store. They would not come and pick it up. I was told that is their policy, when I asked if their policy was to leave damage wet boxes at their customer’s doors there was no answer. I can’t believe policies are only written down for the customers , there is no obligation for the company to give you the minimum quality of service and respect. I will think the BBB will hold companies accountable for a minimum of customer satisfaction. My last resource was asking to talk to a supervisor, when I was told to hold for the transfer an answering machine picked up, they didn’t even had the courtesy to pick up the phone.Kirkland's, Inc. Response
05/19/2023
We apologize that she received a wet box. Unfortunately, that is out of Kirkland's control. She spoke to a supervisor and was advised we would have to have the product back that she was not satisfied with and we would gladly refund or replace. 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. 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. Kirkland’s Home will refund shipping charges with proof of damage.Customer Response
05/21/2023
I wish the only problem with the delivery of the table was that the box was wet. Everything inside the box was a mess, the packing on the inside was obviously open and returned by someone else and kirkland’s decided to send that same box to a new customer. After receiving such a mess of a product they didn’t even have the curtesy to send ***** to pick it up.Like I said before when I called to complain and I was told about their policies, there was no answer when I questioned about what their policies were about delivering product like this to their customers. They tried blaming ***** for everything, I guess once you blame someone else for your incompetence you take all the responsibility away from yourself.Review from Stacy C.
1 star11/28/2022
I bought 10 mirrors from this company a month ago. They all were delivered broken. I called their corporate number and they asked me to open each box to prof to them they were all damaged. The mirrors were all over 6’ft tall. I did as they asked submit all the photos. The so called manager told me that they couldn’t pick up the damaged items that I had to find a way to dispose them. So I called my trash company and they didn’t want to risk picking up such a big hazard. So I called the “manager named Kristi e****” and she said that I had to keep waiting till they can find a solution on how to get them picked up. It took her way too long to have them give me a solution so I was forced to get a dumpster company to help me come and pick them all up and clean all the class off my driveway. I payed out of pocket $300 and all I asked Kirkland’s to do was reimburse me for my losses due to their negligence. My kids weren’t able to play outside and I wasn’t able to use my driveway due to all the glass there was. Kirkland’s denied/refused giving me my money back. I just had a c section and was practically forced to open 10 boxes to proof I wasn’t a lier. I’m so frustrated and angry. This was all firming thanksgiving time and I had to use my savings to pay for this unexpected issue and still trying to contact the manager I been communicating with supervisor that denied to pay me back. And apparently she’s never in her office. I don’t understand how I get denied a reimbursement from a supervisor that doesn’t show up to work and isn’t ever at work.Review from Fareeha M
1 star03/20/2022
I have been kirklands customer for a long time but the ridiculous customer service experience I have faced is I believe is somewhat racist. I ordered 7 mirrors in total in January and they were all in stock. A month after I received email that the product is ready for pick up. When I went to the prosper branch they said the products were all damaged. All 7 mirrors! Huh unbelievable. They reordered the same mirrors and this time I receive only 3 but the rest r missing. I asked for a refund and she said she can't give me refund until tge products arrive in store. It's been almost 3 months that neither I have received the product nor refund. When I called customer service today they said that the product is out of stock now and with no regret or apology from the store or customer service. I believe that due to my race I have been not receiving an appropriate response. I spent like 400ish on kirklands products not to receive a. Old and racist response. At this point I want my entire purchases refunded to me and never ever in my life I am going to purchase products with this company which promotes racism.Kirkland's, Inc. Response
03/23/2022
Our records indicate that a refund of the damaged mirrors was issued on 3.20.22 in the amount of $207.80. Unfortunately, we will not be able to refund the mirrors the customer has chosen to keep. If she would like a refund on those they can be returned to the store within the next 10 days for a refund. We do not see any other purchases made by this customer within our Loyalty program. We do apologize that these mirrors are no longer available.
Kirkland's Customer Service.
Review from Teresa L
1 star03/03/2022
This company does not stand behind its products. It markets a multicolored "burst" indoor/outdoor rug that faded within a few months. Orange turned into golden rod. This item was on a covered balcony. The company response was off a $10 courtesy coupon. Why would anyone buy more merchandise from a company that has proof it doesn't stand behind its products. This national brand company was very disappointingKirkland's, Inc. Response
03/04/2022
Ms. ******,
Thank you for your inquiry. Unfortunately, we need to know within 90 days of any problems with an order. I have added 2 $10.00 courtesy bucks to your k-club account for your disappointment.
Thank you for shopping at Kirklands,
Review from Douglas F
1 star02/15/2022
On 7/14/21, we purchased a live edge table from Kirkland's. When it arrived, I started assembling it and when I was almost done, I found out the center support piece would not fit. I was concerned that the table could snap so I contacted customer service for a replacement part. I was told the buyer would be contacted. 6 months later I still have not heard from anyone and they would not respond to my email. On 1/25/2022, I then wrote the president of Kirkland's and three weeks later I still have not heard a word from them. I asked for the correct center support bar or a partial refund since I am afraid the tabletop will snap in two. The table is too bulky and too heavy for me to handle so I could not return it. The problem is we like the table but hat Kirkland's attitude.Kirkland's, Inc. Response
02/15/2022
We do apologize for the delay. The vendor has replied that they do not offer replacement parts and this table has been discontinued. We will be providing a full refund for this order. They should receive the refund within 5-7 business days.Review from Dee V
1 star12/22/2021
item # ****** ...ordered 12/15/2021....paid. $89.99
This is a figurine of the Virgin Mary on the donkey carrying Jesus with Joseph leading the way....the paint job looked as if a ten year old did it. Paint missing on part of Joseph's hair, paint on "part" of his collar, the paint from the donkey oh Joseph's, the lantern he was carrying had a huge glop of glue on etc......... the customer service at Kirklands referred to this as "slight" issues.....sorry but for this price and from Kirklands I expect better!
They offered 10% back if I keep it or I could make two trips to Kirklands...one to return it and a second to go pick it up .....they could have ordered one, called me, and exchanged them. Why must I make two trips? It was THEIR MESSY WORKMANSHIP not mine. Never again will I buy from them.....and I have been shopping there for years! BE ADVISED!Kirkland's, Inc. Response
01/11/2022
Kirkland's will gladly accept any return with in our return window if customer is not satisfied with product.
Return Policy
The quickest and easiest way to return your order is at 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 a packing slip will be refunded to a gift card for the store's lowest selling price. Items returned must be in the same condition as it was sold.
Kirkland's 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.Customer Response
01/12/2022
They wanted me to drive all the way back to their store to give them the item....then when a new one arrives, I must drive all the way back to get it? Why not just order one...when it comes in I could drive there to exchange it in one trip? Why must I be inconvenienced?
I do not own a printer to print a return label to mail it back!
At the end of the day, I went to my local craft store and bought paint and brushes and fixed it myself! (except for the paint drip down the front of Joseph's garment)
I would simply warn others about buying from Kirklands online, buy in store only so you can inspect items before purchasing....or better yet go to **********!!!Review from Greg C.
1 star12/10/2021
Never received item but they charged my cc. Called 5 different times. Was told it shipped on 12-2-21.****** says otherwise and said Kirklands should be able to provide a pick-up ID. Kirklands could not provide pick-up #. Was told problem would be bumped to supervisor but I never heard anything. On 12-7 was told a supervisor would call within 24 hrs. Never called. Spoke with Susan (very rude) 12-10-21 was told supervisor would call "before afternoon". Never called. Horrible customer service.Kirkland's, Inc. Response
01/11/2022
on 12/10/2021
Customer did an inquiry through her CC company.
Since the item is missing, I issued a credit back through *********Review from Lindsay D
1 star12/01/2021
The SAME exact things written by other customers all happened to me. One order they mixed up the shipping and billing address-THEY MIXED THEM UP-when I contacted customer service immediately they said they were unable to change it and I'd have to figure out a way to retrieve my items 2 hours away. The items were delivered one by one so I set up a time 3 weeks after to meet my sister and pick them up. I noticed a photo on canvas was missing so I contacted CS and I was told it was delivered. I did my best to explain the issue, I was met with no refund, no new shipment, certainly no apologies. It was a $27.00 item. It was unbelievable. Today was the icing on the cake. I ordered a dresser from Kirklands.com in February for $190.00. I couldn't believe how cheap it looked in person and it was so light-it's description said it was made of wood and wrought iron. Not a chance, it was metal and ply boards. In June I realized my plans to move had to be put on hold because the country was still in that COVID transition and I went online to see what steps I needed to take to return it. They informed me there was a 90 day return policy and after that they had the right to NOT accept a return but I could try taking it back to one of their stores and returning it there. Ok. So today I went into the West Nyack, NY store and explained the situation to a woman who said she was the Manager. When I finished telling her she said "I'll go take to the Manager" and in 2 minutes she came out and said "No. It's been too long" and that was it. Not even a smidge of trying to make the customer happy. And, they STILL SELL THE DRESSER!!! So it wouldn't be going to Kirkland's cemetery!! I told everyone I spoke to that I'd accept store credit at the current price of the item. Nope. At no point did anyone do anything to resolve the matter. I'm still in shock actually. If the item was built the way it looks and says online I'm sure I could sell it for close to the price I paid. But this dresser shouldn't be more than $65.00. I will NEVER spend another dime in that store and will continue telling people I see near the store-"Don't buy anything unless you LOVE it because they will not let you return or exchange". ENTER AT YOUR OWN RISK TO YOUR WALLET AND SANITY!!!!!
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