ComplaintsforKardiel

• Initial Complaint

  06/24/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Initial Purchase: 4/9/2024 Return Initiated: 4/30-5/1 1. I ordered the sofa on 4/9/2024. I got back to my apartment on 4/30 to find it outside my door in the hallway where it had been for multiple days--even though I had paid for delivery inside my apartment. 2. As soon as I opened the package inside, I knew that the dimensions were not what I wanted and IMMEDIATELY started the process of requesting a return/refund (4/30)3. I was then put into contact with a third party shipping company (FragilePak) to execute the shipping MYSELF instead of Kardiel doing this and was told by Kardiel that they'd be withholding the 200+ dollars for shipping. The company was horrible and continued to push my pickup date back and Kardiel refused to step in and coordinate this. On the day of pickup, I was informed that it was a 4th party (contracted by the 3rd party). This was *** 22nd--over a month later! Kardiel then refused to initiate my refund until the item got back to the warehouse. After that, I was always the one to reach out and follow up on an update, I was never contacted and given updates. I was finally told by ****, the company rep that they were expecting to have it reach their warehouse by June 20th. In the first week of June, I got a call from FragilePak to schedule the pickup-- the same pickup that had been completed weeks PRIOR. I called Kardiel today, June 24th, and was told that the person working on my return is not working today and that the item has not reached their warehouse yet. This has been a horrible experience and my belief is that Kardiel has shady business practices in which they fund their operations on fake non-return claims. If Kardiel is hiring a third party shipping company, they should be coordinating the process and also no return should be taking over a month to get back. I want my refund ASAP.

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a desk from Kardiel in April 2024. The delivery was incredibly poor in that the drivers arrived 12 hours behind schedule, did not clean up after themselves, and did a shotty job putting the furniture together. I created a chargeback. After some back-and-forth, they gave me a refund of the delivery fee. Through absolutely no fault of my own, the desk has a substantial crack. Despite it being a brand new desk, Kardiel is refusing to honor the one year warranty. They have tried everything they can to duck and dodge the transaction. First, they told me that it was a shipping problem, and because my shipping was refunded. Im not entitled to anything. Then they refused the warranty claim twice. This is some of the poorest customer service I have ever received, even forcing me to initiate a chargeback only after receiving a delivery refund due to memorializing the multiple contraventions of normal delivery protocol. Now the desk split in what is a clear knot in the wood. This is a manufacturing defect, plain and simple. I would like to keep the desk as it matches the house. However, the level of customer service provided since I have ordered this desk has been abysmal. It cracked through no-fault of my own, and instead of providing good customer service, they are playing games and ping-ponging me between, the manufacturer, and the delivery service.I have reported a defect well within the warranty. I sent them pictures of the defect. It is clearly a manufacturing defect that the desk split. They have told me they will take no action.I am simply a customer who saw a desk and liked it. It is beyond my understanding that they would treat a customer this way. All I want is for them to fix my desk. Or exchange for a different one.

• Initial Complaint

  02/08/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am new customer of *******, I did mail follow up on return and also called the customer service. Inspite of helping me they threatened me on email and said following He made the decision we are not accepting your return. We have offered a resolution with inspection which you declined. His decision is the final word on your request. Kardiel service agents will not entertain further communication on this topic with you via phone or email. If you feel you have a legal case, have your attorney reach out to begin the process with Kardiel's legal representation with jurisdiction in ******* **********. Public defamation via reviews and social media will be referred to our legal department for pursuit of damages. This ticket is closedThey tried to threaten me with this email.

• Initial Complaint

  01/27/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased a Media Cabinet from Kardiel on 12/19 for $1,397.00 (with tax and shipping for a total of $1,721.51). The package shipped on or around 12/22. On 1/18, I received notice from "FragilPak", the 3rd party shipping company Kardiel uses, indicating the package would arrive at my home on 1/19. I would not be available to receive the shipment, and notified FragilPak of this, the same day, on 1/18. On 1/19, the delivery driver notified me that he would be arriving at my home. I told him no one was home to receive the package, and he agreed to leave the package in our carport without us signing for the item. I brought the package into my home on that same day. On 1/21 I opened the package to find the damage to the unit. I did not have reason to suspect the damage, because a hole in the packaging was intentionally covered with a sticker to obscure the damage. The shipping company damaged the item and obscured that damage from my view. This was intentionally misleading. On 1/22, a Monday, I called Kardiel to report the damaged item and request a resolution. After a week-long investigation, resolution has been declined on the basis that I allowed for the package to be left without being present to verify the damage. Of note, Kardiel's shipping policy explicitly states: "Shipments are protected against loss or damage until they reach you." The damage occurred prior to reaching me, but was not reported by the shipping company, and should therefore be covered under Kardiel's policy. I've requested to speak with management at Kardiel, but my request has repeatedly been denied by the employees who work for their contact line. I've yet to hear from a member of the management team. I request one of the following resolutions: 1. An exchange for a non-damaged item. 2. Kardiel to fund necessary repairs to the item. 3. A refund for the cost of the item, to secure a new item elsewhere.

• Initial Complaint

  12/12/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Placed an order on November 19. Was told on their customer service chat it would be delivered within 8 business days, approximately. On December 3, I received a link to schedule the delivery. It was scheduled for December 8. On December 7 late at night, they called and rescheduled for December 9. The order wasnt delivered. Its been 16 business days now and Kardiel says theyll escalate the case and that Ill hear back from them, which never happens. They refuse to refund me. At this point, it seems like a scam.

  Business response

  12/14/2022

  Dear ****, 

  Thank you for your feedback on your experience.  We do look at all situations carefully and seriously.  
  
  I was able to find the communication you had with a few of our reps through the online chat feature.   I also was able to check the tracking, and it appears your order was delivered today.  Hopefully you are already enjoying your new furniture! 

   

  I see that prior to ordering your items, you chatted with an agent who advised that the orders take 1-4 business days to process and ship, and after that the shipment would take about another 2 weeks. We do our best to give an accurate delivery expectation, however we are also careful not to promise things beyond our control.  The timing of the order did have some extenuating circumstances due to being the week of Thanksgiving, there were less business days in that week which caused what seemed like a delay.  I see that once the shipment was picked up by our carrier, the freight arrived in the destination city in the time we advised.  
  
  I apologize that EFW was not able to follow through with the appointments made on their online scheduling system, please rest assured that we have filed a complaint with them about this inconvenience they have caused you.  We appreciate your feedback as it does help us to improve in the future.  
  
  I have attached a screenshot of your tracking information as well as a few of the conversations in which our service representatives assisted you with. 
  
  Please let us know if you need any further assistance! 

  Customer response

  01/04/2023

  Hello
  
  The resolution in regards to complaint #******** has been completed.
  
  
  
  Thank you.

• Initial Complaint

  11/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I have had this sofa for 6 months it has developed deep depressions in both of the chaise cushions. The cushions also slip off the end of the platform leaving a big gap at the back, nothing adheres them in place nor are they reversible they also move side to side hanging of the edge, I really love the design and intended to have this be our forever sofa, but unfortunately for a cost of $7341.41 it is unacceptable to have these issues with your product. This sofa is UNCOMFORTABLE, A CHORE AND OF POOR QUALITY I have photos of the defects I am happy to share. Kardiel has refered me to a "furniture specialist " who has not responded to my emails, text or calls to set up an appointment. I have offered to pay for proffessional boxing and requested they pay ther return shipping and waive the restocking fee. I expect Kardiel to accept this return and all of its associated costs, waive the restocking fee do to the defective nature of the sofa. This is the policy stated on their web site.

  Business response

  11/11/2022

  Hi *****, 

  Thank you for bringing this to our attention.  I do see that we have a standing request for the technician to contact you regarding the inspection of your sofa.  This is important to submit a warranty claim.  We cannot guarantee that the cost of returning will be waived without a professional inspection.  It looks like you are in a more remote area, which is why it is taking longer to find someone to assist.  We appreciate your patience. 

  You mentioned that you have offered to pay to re-box, and pay for return costs.  I can't seem to find where that was mentioned.  Either way, we were hoping to avoid these costs for you by resolving the issue in your home.  I have attached the communication we have from you, as well as the ongoing attempts by the ****************** company to find a tech in your area. 

  We are anxious to get this resolved for you. 

  Customer response

  11/11/2022

   
  Complaint: 18391267
  
  I am rejecting this response because:

  1. I do not live in a remote area ********* and *********** are one hour away. ********** ** is 6 miles. I live on the highly populated ** seacoast.

  2. I a am not opposed to having someone review the sofa in my home. I am complaining that the bussiness you chose to do so  will not respond to me. I wish to resolve this issue in a timely mater.

  3. I said I would pay for the boxing only not the return shipping in my first correspondence to customer service. 

  
  
  Sincerely,
  
  ***********************************

  Business response

  11/21/2022

  Hi ********, 

  Sounds like the technician made to your home to inspect the cushions for you.  They're recommending we replace the foam inserts for both chaise cushions.  We can do so if you choose, or if you would like to return the item, we will cover shipping if you can secure in a cardboard carton for the return.  Once you have the dimensions of the packaging, please email that information, so we can send you a label for return. 

   

  I have attached a screenshot of the return policy on the website, as well as from the confirmation email you received. 

   

  Please let us know if you have any questions about this. 

• Initial Complaint

  09/17/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I purchased a couch from Kardiel on 6/3/21 for $1,840.00 USD (tracking *************) I was told it would be in stock on July 10th. After 2+ weeks of delays the couch finally arrives at the warehouse. When it was ready to be shipped out to my home, they called me the day before to tell me my couch was delayed due to an emergency in the warehouse and rescheduled for three days later. The evening before the delivery date, they called to tell me a giant hole was made in the middle of the couch. When I called customer service they said if the couch has a whole in the lining of the bottom they would discount my couch 10% and send me a new lining. If there was an actual hole through the couch they would ship me a new one without providing any financial compensation for the 10s of hours I've spent on the phone with customer service, or for the goods not delivered. The 2nd couch arrived at the destination city on Sept 10 and was scheduled to be Monday but it's now delayed again as of 9/17.

  Business response

  09/22/2021

  Thank you for taking the time to provide your feedback.  We are sincerely sorry that your sofa arrived with damage and that you had to wait for us to ship out a new sofa.  I am glad that they took the time to let you know it was damaged instead of attempting a delivery, however.

  Every carrier we work with on the east coast have experienced delays due to the flooding from Hurricane Ida, and they are still back logged from that weather phenomena.  I just tracked your order, and it is saying that it is currently out for delivery today.  I hope that it is received and in good condition for you to start enjoying it. 

  Although the shipping concerns you experienced are beyond our personal control, if you would like to discuss some compensation in the form of a store credit we would be happy to assist!  

  Customer response

  09/23/2021

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********. I would like them to contact me at [email protected] as stated about compensation in the form of store credit. 

  
  
  Sincerely,
  
  ******* ******

• Initial Complaint

  08/04/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Purchase a "Metro 100" Fabric Sofa Sectional Left" in "Stone" color on May 31st 2021 for the amount of $2,097.00. Order #****** The order was received the item on June 24th 2021 and filed a complain with their customer service the same day. Issue: The item is misrepresented online and is not as described. Explanation: The couch purchased is light-grey, the item received is lilac. Attempted resolution: - Charge me to return the couch so they determine if the color is within 15% of their swatches. Issue: colors cannot be %. They would only refund the shipping ($400+) if the color doesn't match. Original shipping was $87, but this value cannot be obtained again. - Sent me swatches, which do not solve the current issue Excuse for misrepresentation of product: - The pictures were taken in a studio and difference is normal. I disagree, the color is the same in different lighting including outside & in studio like lighting. Store also removes all negative review from website.

  Business response

  08/06/2021

  Thank you for your feedback.  Colors can not only vary from different lighting but can also vary from monitor to monitor.  I work on two monitors and the same image on one is blue while the other is green.  This is why we highly recommend ordering swatches before making a purchase or requesting us to ship the item to you.  We are sincerely sorry the color did not work out for your space.

  To address your shipping cost concern, although we charge $87 for shipping a large item, the actual shipping cost for a sectional ranges from $250 - $600 on average.  This is the amount we paid to get it to you.  We do not charge round trip freight like some other online retailers.  However, we do charge actual freight for a return, this is notated on the website as well as the order confirmation which we trust is reviewed by our valued customers to avoid any surprises. 

  I know this is not the answer or resolution you were hoping to hear and for that we are truly sorry it did not work out.  We do feel it is very important to stick with the policy to ensure every customer gets the same resolution. 

  Customer response

  08/06/2021

   
  Complaint: 15727769
  
  I am rejecting this response because:
  

  This is not correcting any of the issues. The couch is misrepresented online. No monitor nor picture should be that much different. The couch is nearly white on the website, whereas the received couch is a dark lilac. I also requested swatches which I haven't received. In any case, this is a misrepresentation of product.

  You are also misrepresenting your return policy as you do not inform customer of shipping cost for a return are different than initial shipping costs. Customer should be aware that shipping costs are more than 5x the initial cost. 

  Here are the solution offered so far: 

  - Return the couch, if different by more than 15% Kardiel will reimburse the shipping cost. Issue: how can 15% be measured ? (Unanswered)
  - Return of the couch with the customer paying for freight? customer learnt that return policy is actually misleading. 
  - Sending samples to customer for review? Customer requested Stone & Timberwolf, didn't receive. 
  
  I would like at least a credit of 25% as I was misrepresented and so was the return policy from the company. 

  Business response

  08/16/2021

  Hi there, 

   

  We were able to track and confirm delivery of the swatches that we sent you via Fedex.  If you did not receive them, we are happy to quickly send out another.  We do attach the national average cost of returns for you upon placing the order.  It is attached to your order confirmation.  Of course that varies depending on where you are located and how far away you are from our warehouse in *******, **.  I see that we have sent you a few options for resolution on Wednesday, Aug 11.  I do not see a reply from you yet however.  Please let us know how you would like to proceed. Thank you.  

  Customer response

  08/18/2021

   
  Complaint: 15727769
  
  Hi, 

  As mentioned previously to customer service, I requested swatches for both the light and the darker color to be able to compare. However, only one of them was sent. 

  Also, I did reply to the email on ****. Your email stated : "Our claims team has offered to accept the return of this item for inspection"

  To which I answered the following questions: " I still have the original boxes but will i be charged for the shipping fee and how long before the refund will be processed?"

  Beside, what does "inspection" entails? is the refund subject to the "inspection"? 

   

  Best, 

   

  *******

   

  Business response

  08/20/2021

  As mentioned previously to customer service, I requested swatches for both the light and the darker color to be able to compare. However, only one of them was sent.

  -I apologize if we misunderstood.  It was recorded to send you a swatch of the color you ordered so you can compare to what you received.  

  Also, I did reply to the email on ****. Your email stated : "Our claims team has offered to accept the return of this item for inspection"
  To which I answered the following questions: " I still have the original boxes but will i be charged for the shipping fee and how long before the refund will be processed?"
  Beside, what does "inspection" entails? is the refund subject to the "inspection"? 

  -Per the policy, shipping would be charged if the color matches the swatch (same as the swatch we sent you so you can compare for yourself).  This is done so you can be aware of what to expect. Did the color of the swatch we shipped match the sofa you received?

  
  

  Customer response

  08/24/2021

   
  Complaint: 15727769
  
  I am rejecting this response because:

   

  1. The business has offered no new resolution method. The original complaint is that the product is misrepresented. I have already informed the business that the swatch matches however the product is nothing like the website description. Also the swatch does not show the purple shades, but the couch in its entirety is purple. 

  2. The business is still trying to charge an exorbitant amount to return the couch to them. They insinuated that they will accept the return "for inspection" which is what they stated in the first place. The business has not changed their resolution and is still trying to charge for the return of their misrepresented product. 

  The business has been sending back the same answers (return paid by customer under conditon that the couch doesnt match the swatches) without providing any resolution in all the communication when the actual issue is clearly product misrepresentation eg. a couch which is light grey on their website is actually lillac.  

  
  Sincerely,
  
  *****************************

*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. ↩