ComplaintsforKendra Scott
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Complaint Details
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Initial Complaint
05/16/2024
- Complaint Type:
- Billing Issues
- Status:
- Unanswered
I purchased a bracelet of ****** from Kendra Scott on 5.14 and it was billed to my card on 5.15. Today on 5.16 I attempted to return the bracelet to the Kendra Scott store, as I realized this item would snag the material on my dress and would not be a practical item.At this time I was told no returns to original payment were permitted. This was not conspicuously posted at the time of purchase, which is a requirement in order to deny returns. I was told I could either shop for something in store or receive a store credit. I don't typically wear non-14K gold jewelry unless it's play jewelry (plastic or silly stuff), so I declined, but was forced to take the gift card.This is a breach of consumer policy to fail to have the refund policy prominently posted, especially as it is such an outlier. I will never shop here again.Initial Complaint
02/19/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I returned 2 items a.d my cross necklace was never refunded. ************* has been unresponsive!Business response
03/11/2024
Hi!
The customer has been taken care and was issued a refund for her necklace on 2/12/24.
Best.,Customer response
03/12/2024
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.Awful experience and the amount of time that this took lost you a loyal customer.
Regards,
Summer ********Initial Complaint
01/30/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I purchased a $100 necklace for my daughter's Christmas, but she didn't like it. I followed the return instructions, which were complicated, involving a lengthy online form and mailing it back over 30 days ago. The website promised refunds within 15 days, yet I haven't received it, and they stopped responding to my service emails. This business seems to intentionally complicate returns, hoping customers forget, and refuses to refund money for overpriced jewelry. I'm seeking a refund and cautioning others against shopping from this site due to these issues.Initial Complaint
01/22/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
My most recent purchase indicated on the website that it was a final sale item. Unfortunately, I received defective merchandise. The clasp on the earring is broken so they cannot be worn. I have tried multiple ways to get in touch with the company - email, by phone and by the chat feature. Each attempt leads to the same result - a message stating there is no one available to help. This is not the first time I have had this difficulty with this company. I do not believe they even have a customer service department as Ive never gotten through to anyone. I did end up sending them an email asking for assistance in doing an exchange of the defective merchandise. I received an automatic response stating that they are experiencing high volume - no explanation as to when I could expect any action from them. I would like help in getting this resolved.Initial Complaint
01/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
On January 1st, I purchased a heart necklace order number *********. I got an email from Kendra Scott and link to *** that it had shipped January 2nd. Tracking was suppose to be updated in 1-2 days. It is now January 15th with no updates. I have emailed Kendra Scott twice with no response. I have called and no one picked up. They took my money immediately but have yet to be able to answer any questions. I do not recommend ever ordering from Kendra Scott online. This is sad to me as I was looking forward to wearing their jewelry.Initial Complaint
01/11/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
01/02/2024
- Complaint Type:
- Product Issues
- Status:
- Unanswered
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
12/26/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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
12/20/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
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
12/30/2023
Customer was sent an expedited replacement on 12/21. Replacement order was delivered on 12/22.Customer response
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
12/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
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
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.*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. ↩
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Customer Complaints Summary
38 total complaints in the last 3 years.
22 complaints closed in the last 12 months.