ComplaintsforKendra Scott

• Initial Complaint

  12/19/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On December 1st I placed an order with this company. On December 5th I received a shipping notice. Since that time there has been no update and I have not been able to reach customer service either by phone or live chat. Each time it says they are busy and to try back later no matter the time of day or day of week I reach out.

  Business response

  12/30/2023

  ************* was inundated with calls and emails over the holiday season and **** had multiple delays in deliveries.  We apologize for the inconvenience. The customer's order was delivered on 12/22.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a necklace on 12/2/2023 and it was shipped on 12/05/2023 and i have not received it tracking does not give answers, i have tried to call customer service for two weeks in a row and it automatically hangs up on me, i entered a service ticket received auto reply and no answer. I just want a refund due to i need to replace it for a childs christmas gift. I also contacted the kendra scott store and they stated they could not help me. Thanks ***************************

  Business response

  12/30/2023

  Customer was refunded on 12/20.

• Initial Complaint

  12/18/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered on line order #*********. When I track the order it shows that my order is still in the same place its been since 12/6.. thing that annoys me the most is their customer service. The number listed on the web site just rings and rings. After calling back I was prompted to hold for the next available agentOMG. Never reached anyone. The online chat just tells me to call the same number I just called. I want this item in time for Xmas it would be nice to know if this is possible but instead I will dispute this charge with my bank. Terrible service :(

  Business response

  12/30/2023

  Customer's order was delayed by ***** Was delivered on 12/21.

• Initial Complaint

  12/13/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On November 28, I purchased 2 necklaces for my daughter. Order number *********. It was commuted for arrival of purchase to be the first week in December. I have yet to receive my purchase. On their website it shows a tracking number of 1ZR637F60356705553 through **** When you click on the tracking number, it takes you to the *** website and shows as delayed. I have called several times to talk with someone in customer service to no avail. After a few minutes a recording comes on and tells you to go to their website to live chat, then cuts the call. I have had issues getting in contact. I have sent an email, but the automatic response says someone will contact me shortly. Again I have yet to be contacted. I have been charged and would still like to receive my purchases prior to Christmas. It seems Kendra Scott was not prepared to have customer service available for the large amount of orders this holiday season, and I doubt this will be resolved in time for Christmas.

  Business response

  12/27/2023

  Customer was sent an expedited replacement on 12/18 and the replacement was delivered on 12/20.

  Customer response

  12/27/2023

  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.
  
  Regards,
  
  *****************************

• Initial Complaint

  12/12/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Hi, I made an order on November 27, 20,23, and they say that the shipping is only supposed to be 2 to 5 business days. I still have not received my package and it is December 11, 2023. I got an email saying that my package has arrived and that it is in or at my mailbox. This is not true. I have not received my package and Ive been trying to email and call you guys for the past week, but nobody has been answering my emails and the calls have been very busy for anyone to talk to me, I dont know what to do. I dont know if they can send me a new order or just get my package shipped to my house because this is nonsense. Nobody has even answered my messages at all and I am very upset. I need my package soon because this is a gift and I am hoping to hear from you soon. Thank you

• Initial Complaint

  12/11/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Incorrect refund. The company refuses to answer the phone and when you go to a brick and mortar location, they request call customer support.

  Business response

  12/27/2023

  This customer made a return - the item in question was not included in the return package.  Our team made a blind refund for the missing item on 12/13 and communicated this with the customer at that time.  The customer's refund was $99.01, which reflects the discounted price of the bracelet ($90.00 after a 40% discount, plus tax). This has also been confirmed by checking our payment processor and PayPal.

  Customer response

  12/27/2023

  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 believe the only reason the business finally made the refund was due to the assistance from the BBB. Thank you 
  
  Regards,
  
  ***************************

• Initial Complaint

  12/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order on November 24th. According to their website, "Most in-stock items will arrive **** business days after receipt of your order." My order is still showing that it is pending. I have tried repeatedly to contact the company via email and phone and receive no response. I want to know when this order will be dispatched as it is a Christmas present but can't get a hold of anyone from the company.

  Business response

  12/27/2023

  This customer reached out to us on 12/12/23 and our specialist confirmed we did not have any successful orders in our system under her name. We also provided a discount code at that time that she could use to replace her order, but we could not guarantee it would arrive by Christmas.

  Including part of that transcript below:

  Operator - ********* (16:27:15)
  thank you for your patience! I'm so sorry it seems for an unknown system error this order failed and did not successfully place
  Visitor - ********************* (16:27:45)
  So this order isn't in the system? I won't be receiving anything and wasn't charged??
  Operator - ******************************** we do not charge until we ship so if a pending transaction shows it should reverse since I've canceled this out of Borderfree (the international shipper) as well
  Operator - Dion **** (16:28:51)
  I'm so sorry that occurred

• Initial Complaint

  12/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On November 24th a purchase was made on Kendra Scott's website for $92.84. This was for a pair of earrings and an "E" necklace.I did not receive an email confirming the order - I checked two emails b/c I wasn't sure which one was used - in the past, I have received order confirmations via email.Regardless, I called their customer service number on Friday, Dec. 1st, asking for an update of when the items were shipping. After being on hold, a recording came on and said to email "service@kendrascott" - that they had a high volume of calls - or it said I could call back later and it disconnected. I sent the first email on December 1st like they requested.On December 4th I called back and after being on hold, I got the same recording as stated above - so I sent a second email saying that I have not heard back from anyone yet and asked them for an update on the items we ordered.I waited til today to send this email to see if I would possibly hear back from them, but I have nothing. Time is of the essence b/c this is clearly a Christmas gift.So, I have no way to communicate with them. Furthermore, I'm fairly certain that their message says that I can have a "live chat" with someone, but I've checked and rechecked their website, googled it, trying to find where the "live chat" is, and I can't find it.I will also say that this is unlike Kendra Scott. So I'm hoping this wasn't a "scam" website with their logo, etc. Where do we go from here? This is obviously a Christmas gift.

  Business response

  12/05/2023

  Customer entered different email address than what has been provided to customer service.  Have not been advised on if they checked that email account or not. Customer's order was delivered on 12/1. Verifying receipt.  Live chat can be found on our website in the bottom right-hand corner by clicking on the bubble that looks like a comment. 

  Customer response

  12/05/2023

  Complaint: 20959824
  
  I am rejecting this response because:
  I am not in any way satisfied with the way this situation was handled.  Has it been resolved?  Absolutely.  The email was missing a letter.  My bad.  However, was it solved in an efficient manner?  Absolutely not.  
  
  
  Your ************ customer service number is basically non-existent.  Your email option isnt any better.  Three emails were sent to **********************************.  And as far as your live agent chat goes, it is certainly not user friendly because I couldnt locate it, nor could your sales associate, ***** at your Deer Park, ** store.  Not only was your associate not able to locate the live chat option, she wasnt even aware that it existed.
  
  
  I called your Deer Park, ** store today, December 5th at 10:29.  After speaking with *****, she told me that the store manager, *********************, would be calling me back after she was done with her meeting.  It is currently 3:14 pm ******* time, and I have yet to hear back from ***************  Will she call me back?  Well, that remains to be seen, but Im not holding my breath.
  
  
  Entry level college Business 101 classes would have an absolute field day with the above scenario.  You have wasted my time.  I have sent emails, made countless phone calls, even called Discover to dispute the charge per two of your employees recommendation.  You have many challenges ahead of you.  
  
  
  Would I love to be given the opportunity to discuss the above with you on the phone and to get your take on the situation?  I sure would.  Do I think thats going to happen?  Probably not.  Poor business all around. Regards,
  
  ***********************

  Business response

  12/06/2023

  We appreciate your feedback.  We are doing everything we can to provide the best service possible with the resources we have.  As your issue was resolved, we will consider this matter closed.

• Initial Complaint

  12/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Hello, I am disgusted by the **************** representative I spoke to the morning of November 28th at about 9:05-9:08 am EST. She disregarded my concern about being charged twice after I already had called my banking establishment ***** Fargo and confirmed I was indeed charged twice on the same transaction. She literally told me I could "make a complaint with my bank". I placed two orders on November 24th online. One order #********* for *****. The other order#********* for ***** cleared out of my account TO ********************** twice in a row.Thanks to the insanely rude customer service representative and on her suggestion to complain elsewhere, instead of helping me, I have gone ahead and opened an investigation with my bank (who has confirmed the double withdrawal and questioned why the representative would not help me because they can CLEARLY see I was charged and withdrawn the amount twice to your business), but I also am submitting a complaint with BBB because NO ONE has contacted me to correct this financial error of their part. My number is ************ and my name is ***************. I included in my Kendra Scott customer service email on Tuesday November 28th, the local Kendra Scott that I usually purchase items from in person, in **, in case someone there can be helpful. I want my money back and am shocked that the person on the phone for Kendra Scott did nothing and was so rude. Its been 3 days and Still no one has corrected this! Thank you.

  Business response

  12/04/2023

  We have searched multiple areas and are unable to locate a second charge.  We emailed on Saturday, 12/2, asking for a screenshot of the double charge so that our team can look into this further, but at this moment we are unable to verify a second charge coming from Kendra Scott for the same order.

  Customer response

  12/04/2023

  Complaint: 20944936
  
  I am rejecting this response because:

  I opened an investigation with my bank and they tracked PayPal who paid Kendra Scott. We were able to receive a reimbursement from PayPal back into our account instead of from Kendra Scott. See attachment. 
  

  My complaint is also with the rudeness of your customer service telephone representative.
  I had to email and call my local store at Southpoint mall in ******, ************** in order for things to get expedited or to even talk to me about what was going on. They were considerate and took me seriously. They did not brush me off on the phone and basically say too bad or oh well which is what the original customer service representative did essentially by telling me go complain with my bank then. Unreal!! 

  Regards,
  
  ***************

  Business response

  12/05/2023

  The employee this customer spoke to is no longer with the company.

  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.
  
  Regards,
  
  ***************

• Initial Complaint

  08/21/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I received Kendra Scott fine jewelry *********************** in Pave Diamond in 14k Yellow Gold ($1200)) as a gift for xmas. The chain has knotted and I'm unable to wear it without it ripping out my baby hair. The repair policy on their website states:" If within one year of the original purchase date a Kendra Scott Fine Jewelry piece fails during normal wear because of a defect in material or workmanship, we will repair with like quality materials at no cost. If a Kendra Scott Fine Jewelry piece is damaged after the first year, we will facilitate repairs with like quality materials at an additional cost."I contact customer service and they were unable to do anything without a receipt...which is not clearly stated in their said policy. This was gift and maybe the purchaser would have kept the receipt if it was explicitly stated that way. I was even willing to pay to have it repaired because right now I can't wear it at all. It's a signature piece of theirs and I'm disappointed in their service and their product.

  Business response

  09/01/2023

  Thank you for your feedback. We will have someone from our team reach out to you.

  Customer response

  09/05/2023

  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.
  
  Regards,
  
  ***************************

*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. ↩