ComplaintsforKendra Scott
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
02/14/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
Bought a necklace for a Christmas present and sent back for a return (in the time frame they require) w/ the shipping label they provide. This was approximately sent on 12/30/21. Necklace was returned because it had broke as soon as my daughter put it on! I have called the company twice at ************ (the phone # provided on their website). You cannot get a rep to answer nor can you leave a message. I have emailed the company (at email address provided on their website) ********************************** and got no response. Emails were sent on 01/20/22 and 01/30/22. I just want a refund.Business response
02/25/2022
We are so sorry to hear that you are unhappy with your return. We see that this was processed on 2/4/22 and was issued to you by email in the form of a merchandise credit. We have verified that the times you reached out to ********************************** our team did reply to you. If you have any additional questions please reach out again at ********************************** so our team may assist further.Customer response
02/25/2022
Complaint: 16757140
I am rejecting this response because: I NEVER received a message back via email from the business NOR did i receive a "merchandise credit". I am not accepting a merchandise credit (even if they "resend it") because I returned the item in the timeframe allowed with receipt of payment for a REFUND!
Regards,
*******************Business response
03/03/2022
Hi ***,
I'm so sorry for the delay. After looking into this, I can confirm that you were issued a merchandise credit in the amount of $43.25 on 2/4/22. Confirmation of this return was sent to the email address associated with the order, *******************. I've attached a copy of the return order invoice for visibility. We would be more than happy to remove the funds from your merchandise credit and issue a refund to your original tender. One of our specialists will follow up with you shortly through our ************* ticketing system.
Initial Complaint
02/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Order jewelry online. Was told I would get the product last Friday deliver by **** Product never arrived. Spoke to *** and they told me package was lost to call Kendra scott to have it re shipped.Called 9 times they says to hold and a rep will be with your shortly. All 9 times nobody answers and phone calls hangs up. Emailed them twice with no response. I just want the stuff I ordered to be mailed to me thats all Order number *********Business response
02/04/2022
Thank you so much for reaching out! We are s sorry to hear about your order and was able to reach out to our ************* team that looks like they were able to assist you and have a replacement order sent for the package lost by **** Please reach us at ********************************** if additional assistance is needed!Initial Complaint
12/14/2021
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered 2 necklaces on cyber Monday. It showed them as delivered but *** was never at my home. I reached out to *** but they responded that the seller must file for lost package. I cannot get through by phone or email to the service department for KS. Order #*********Business response
12/14/2021
Thank you so much for reaching out, I was able to locate your ticket #*******. It looks like we were able to replace your lost package with a new order. We have also reached out to *** and filed a claim on your behalf. I hope that helps!Customer response
12/15/2021
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.if possible I would like the post removed- as it was actually resolved before the complaint was investigated.
Regards,
Desi ******Initial Complaint
10/18/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Racially ******************************** Like a Shredded Hundred Dollar **** Useless Feeling Like an Abandoned Puppy Hurt Feeling Like a **** Deere Tractor with no Engine Powerless Feeling Like the Recent Dow ***** - Down Recently, I telephoned an establishment where I am an avid consumer of their products to inquire about an item, I bought that was broken. The associate who answered the phone responded to my inquiry by attempting to place me on hold to consult with her manager. Little did she know, she had not placed me on hold like she assumed. I was clearly able to hear her negative tone and demeaning remarks directed against me to her manager...You know the woman that comes in the store and buys a lot of items, shes on the phone and said one of her items broke. She tried to lie when I asked her if she had been in the store the other day, said the clerk.She also falsely accused me of purchasing the items to resale them. Not only was I offended and insulted, butBusiness response
10/29/2021
Thank you for contacting us. Please email **********************************, we would like to hear more about your experience.Customer response
10/29/2021
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,
*****************************Customer response
11/02/2021
Complaint: 16030612
I am rejecting this response because:The complaint has not been resolved because the business didn't adhere to the settlement as agreed.
Regards,
*****************************Initial Complaint
10/18/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
My husband purchased a $649.50 necklace and was told I had 30 days to return if I did not like. When I went to the store to return, I was told I could not do a return. It had to be a store credit or exchange. This is a very deceitful practice for sales people to practice. Upon calling the 800 number for Kendra Scott, I spoke with a representative who stated he would help me get my refund. Nonetheless, upon calling the ************** location the service representative came back and stated at this location they could not refund. The practices occurring at this location need to stop and customers should be able to get their refund on these big purchase items they are lied to about.Business response
10/18/2021
This customer has already contacted customer service regarding their recent purchase. We forwarded the customer's complaint to the store and the store should be reaching out to the customer directly.Initial Complaint
09/15/2021
- Complaint Type:
- Product Issues
- Status:
- Answered
Hello! I have a pair of your beautiful ***** Rhodium-plated And Rose ****** Earrings. I was wearing them and they came apart as shown in the picture above. I was so disappointed because I loved these earrings. It seems impossible to fix. I havent had these for very long ether.Business response
09/15/2021
So sorry to hear this happened.. We see you reached out to our customer service team. They will be happy to look into your options.
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
37 total complaints in the last 3 years.
20 complaints closed in the last 12 months.