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Business Profile

Jewelry Stores

Kendra Scott

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Jewelry Stores.

Complaints

This profile includes complaints for Kendra Scott's headquarters and its corporate-owned locations. To view all corporate locations, see

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Kendra Scott has 33 locations, listed below.

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    Customer Complaints Summary

    • 46 total complaints in the last 3 years.
    • 16 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. 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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:01/11/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I went into the Kendra Scott store on 12/15/2023 with my daughter to purchase some birthday favors. When speaking to the sales associate I asked what is the return policy and the young lady asked the manager and the manager stated that I could return the items thru 1/31/2024. I proceeded to buy 6 necklaces from the store.A few days later I found something else on their website and purchased 5 sets of earnings and 6 different necklaces. So, I decided to return the necklaces that I had purchased in store. The date of the return was 1/6/2024. The cashier at the store informed me that they could only give me a store credit. And I inquired as to why? She said it was store policy. Her manager confirmed as well. I as a consumer was not made aware during the purchasing process that the company only offers store credits for returns. If I would of been made aware of this policy I would have never made the purchase. It is the stores responsibility to make sure they explain the return policy at the point of sale and as stated before I specifically asked about the stores return policy and they did not reveal that I could only return items for a store credit. Frankly I have never heard of such a policy for a well know chain store. I was deceived and lied to and tricked in order for the clerk/store to make a sale. I reached out to the customer service team and initially told me that we would offer me a refund and then in an email declined and stated there is nothing they can do. They directed me to go back to the store. I would like to be able to return the items to Kendra Scott and for them to furnish me with a refund. They also need to start being transparent to their customers on their return policies.

    • Initial Complaint

      Date:01/02/2024

      Type:Product Issues
      Status:
      Unanswered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Hello. I placed an order with Kendra Scott on 10/27/23 for $312.45 and I have still not received the order. The tracking shows no updates. I am requesting a refund. Order # is 312737452.Thank you, *********

    • Initial Complaint

      Date:12/26/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Order Number ********* Date Ordered: 11/25/23 Order Total:$324.77 Did not receive 1ZR637F60306842258 and 1ZR637F60306842445 of Order ********* I have spoken to *** 4 times and they have also called me. They have kept me up to date and I have heard more from them than KS customer service. It has been a month since I ordered. I continue to place orders and have been a loyal Kendra Scott customer, but I did not know online customer service was this delayed and difficult.

      Business Response

      Date: 12/27/2023

      This customer was refunded on 12/26. Customer was informed at the beginning of the investigation that we had to wait for *** to complete the investigation due to the value of the package.

    • Initial Complaint

      Date:12/20/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I placed an order on 12/2 and received confirmation the order was shipped on 12/6. Since then, there have been no updates to my delivery. I have reached out multiple times to both the phone number and service email address for Kendra Scott, but no one answers the phone or responds to emails. I have been calling their phone number for over a week and NO ONE answers. Im starting to wonder what kind of business theyre running here. Im attempting to reach out to them this way in hopes of actually getting someone to look into my missing shipment. If I dont hear back soon, Ill just have to dispute the charges and order the items from Amazon so I know Ill have my items before Christmas.

      Business Response

      Date: 12/30/2023

      Customer was sent an expedited replacement on 12/21.  Replacement order was delivered on 12/22.

      Customer Answer

      Date: 01/02/2024

      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

      Date:12/19/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I purchased jewelry on or around December **** and still have not received items. When I tracked the tracking number given to me by Kendra Scott it states it was delivered with a picture of a front porch that does not belong to me. I don't know where it was delivered. But I never received it. I have spent numerous hours trying to call this company, sent numerous emails and tried the live chat. I have gotten no response. My order number is *********. I need this resolved and I want to make sure this doesnt happen to others.

      Business Response

      Date: 12/30/2023

      Customer was refunded on 12/20.  Consistently used aggressive and hateful language towards customer service team.  We will not engage further with this customer.

    • Initial Complaint

      Date:12/19/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 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

      Date:12/18/2023

      Type:Product Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 12/30/2023

      Customer was refunded on 12/20.

    • Initial Complaint

      Date:12/18/2023

      Type:Delivery Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 12/30/2023

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

    • Initial Complaint

      Date:12/13/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

      Date: 12/27/2023

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

      Customer Answer

      Date: 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

      Date:12/12/2023

      Type:Delivery Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      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

    Kendra Scott is NOT a BBB Accredited Business.

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