Kardiel Reviews (%countItem)
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Kardiel Rating
Address: 8110 31st Ave NE # A, Lacey, Washington, United States, 98516
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these people ... customer service is *** and they stole $650 from me to which I must now work with my credit compmany to recover.
This customer was refunded in full on Tuesday 1/21. I would appreciate it if he would let us know why he thinks we stole anything from him.
Complaint: ***
I am rejecting this response because:
Business is not stating the facts. No refund was given on 1/21 nor any day thereafter. Happy to show you my credit statement.
Sincerely
With all due respect. We trust that our customer will read the return policy prior to ordering a large sectional and having it shipped across the country. Kardiel pays for the cost of shipping to get the item to you. If you return we deduct the return shipping but we offer it back to you in store credit. We are sorry that you are unhappy with our policy however, we will not change the policy because you have complained to the Revdex.com. If we did, it would not be fair to those who have returned items in the past and accepted our store credit. We pride ourselves on treating everyone equally no matter what. The policy in your case stands and will continue to do so.
Complaint: ***
I am rejecting this response because: expect a full refund of 1886.40
Sincerely
I purchased a chair for over $500. The wood was damaged/cracked in two places. I contacted the company and said I would send back the damaged chair in exchange for an undamaged one. The representative told me to keep the chair and that they would send me a replacement for no charge. They lied to me. It has been 6 months and I still have not received a replacement for the damaged chair. I have contacted them numerous times for an update and I get the runaround. They just tell me they will contact their distributors.
I ordered a couch with a right sectional and received two right sectionals. I contacted the company to resolve it. They first told me they would send the correct piece. Then they told me they sent the two couch pieces to another customer. Now they refused to communicate on the matter. They have refunded me at 50% but will not send the right couch piece. I have requested they send the right couch piece and I will return the extra sectional. I've been given no timeline on resolving this and the company owner refuses to work with me.
is not wrong about this mistake made by Kardiel. We did indeed send the incorrect piece and have every intention of fixing the issue as soon as it's humanly possible.
The comment about lack of communication however, is false. We have been completely transparent the entire time regarding updates and our ability to solve the issue. She is unhappy with the lack of being able to guarantee a date that it will be resolved however with so many moving parts in this situation, I cannot with good conscience guarantee a date. The best we could offer at this time is to pick up both pieces from her and refund in full. *** has refused to allow us to do so.
Complaint: ***
I am rejecting this response because: The business has been unresponsive and unable to answer the question about where my correct order is. While they provided me a partial refund, this does not make up for the fact that I am missing the couch portion of the order, which is more than 50% of the order.
Sincerely
The business has been responsive to your questions but unfortunately we have not had the answers that you are looking for and Kardiel has been unable to meet your demands. We would like to offer once again, to pick up the items in your home and refund you in full to settle this matter. Please let us know if you will allow us to do so.
I wish I read these reviews before ordering from Kardiel. The outdoor sofa set I ordered was cheap and some pieces were damaged in transit. I didn’t want to deal with returning or shipping anything back so I just thought whatever. Less than a week after I received the sofa it goes on sale online and they refuse to credit me back the difference. They were only willing to give store credit which does not help me in any way since I don’t want to purchase anymore cheaply made furniture. Shayna was communicating with me through email and was of no help with giving me a refund.
I placed an order to Kardiel trough Amazon.com. (Order# ***) I cancelled the order a couple of days later, never received the item. Cancelling an item would have cost me 20% from the price of the item as it was stated on the Amazon web however, I was charged almost double of it. The fee should have been $299.80. I was charged $538.12 which was $238.32 more than I should have been.
Order Summary
Item(s) Subtotal:$1,499.00
Shipping & Handling:$0.00
Total before tax:$1,499.00
Estimated tax to be collected:$0.00
Grand Total:$1,499.00
See tax and seller information
Refund Total:$960.88
I have contacted Amazon to collect $238.32 from the company but no success. Amazon sent them an e-mail to ask them why I was charged that much but the company wouldn't tell me why. They copy and pasted return policies that posted on Amazon and excluded 20% refund deduction part. Not showing intention to resolve this issue.
Good day,
This complaint is in regards to an order that was placed with Kardiel over 3 years ago. The item was purchased in February of 2016 and on 2/19/201 we received the following message, "We just realized the orientation is opposite of what we thought. We'd like to return and pay any shipping fees. " In 2016 our Amazon account policy was return shipping cost plus a 20% restocking fee. This resulted in a quote of $538.12 to be deducted from the refund. Customer was refunded $960.88 after sectional was returned. Please keep in mind that this was still a loss for Kardiel as the cost of shipping a sectional of this size is about $400-500 on average each way.
On March 21 I ordered online a Chesterfield velvet sofa from the Company Kardiel and paid the sum of $997.00 USD for the sofa + Shipping (which included delivery inside my house): $120.00 USD = a total of $1117.00 - the company said it would take around 10 to 14 weeks to deliver. On May 24, 2019 a delivery attempt was made from a shipping company: two men arrived and said that they had to deliver the sofa INSIDE A CRATE IN MY HOUSE. I SAID THAT IS NOT POSSIBLE AND that they had to unpack the sofa (i.e remove the crate)and deliver it inside a carton/cardboard box inside my house (which is how normal deliveries are made) and not in a crate. They started complaining that they only get paid $14 for the job and had to go and call their boss-finally they said that they refuse to unpack the crate and if I did not accept the crate inside my house they could not deliver. I did not accept the crate and if I had even known that this company wanted to deliver the sofa inside a crate in my house I would have never purchased it in the first place - but they never ever mentioned a delivery in a crate. So the shipping company took the sofa back to their warehouse and basically it was not delivered. I reached out to Kardiel and explained what had happened. In the beginning they offered to send someone to open the crate which I accepted, but later they backed out of their offer. We exchanged a number of e-mails and basically did not reach an agreement -they were asking even for more money for redelivering against MORE MONEY AND removing the crate (so something they could have done in the first place and did not). In all the years that I have purchased sofas I have never encountered such a problem that a company wants to put a crate inside your house and leave. Since this sofa/crate was returned to their warehouse (or shipping company) I am asking to be reimbursed entirely -meaning for the sofa + the delivery fee (because they never said that I had to accept a crate inside my house
Hi ***,
Thank you for your feedback. We do put a thin skeleton crate around our larger furniture to ensure it makes it safely to our customers. The inside delivery does not include unpackaging as we have to make sure that the boxes remain at the home in case there is a reason for a return request. This is not to make anything inconvenient or difficult, it's simply to make sure that you have what you need if you decide not to keep the item you ordered from us. The agent who offered to hire someone to come to your home to assist you with uncrating the sofa was under the impression at the time that it was there at your home. When they learned that you had refused the item, there was an additional redelivery fee that would have needed to be covered before we could hire someone to come to your home. We have a customer service staff here ready to answer any delivery questions or concerns you might have regarding the delivery and we hope that anyone with special requests will reach out to us prior to ordering so we can be clear about what is involved.
I am very sorry to hear that you did not get to enjoy your sofa but if you do decide to order from us in the future you do have store credit here from the return freight charges as per our policy, we would be happy to arrange something in advance to accommodate any specific needs you might have.
It was expected back on June 5th however it seems the shipping company may have misplaced it. Nonetheless, we have refunded the customer and applied the store credit as we understand a missing sofa is not the customer's problem. We anticipate them finding it as a sofa does not just vanish out of thin air.
Complaint: ***
I am rejecting this response because: the amount refunded through payapl was $634.75 - when the price of the sofa was $997 - therefore the additional amount of $362.25 should also be refunded, so it becomes a total of $997 corresponding to the price of the sofa. I do not accept any other solution and will not be imposed random store credits.
Store credit can ONLY be accepted for the $120 paid for inside delivery of the item. This is already a major compromise on my behalf.
Sincerely
I purchased the Bathroom tub With Fossett .It cost me $1477 with an extra shipping and handling which is cost me $120.
It was broken . Got up arrive by April 15 and I tried to contact them when I found out about the broken top on April 25 . They didn’t help me and they said it’s past the policy days for one day and we cannot do anything .And I got stuck with the $1400 broken tub.
I have to go buy another tub now cause I’m closing on my new home in a week.The supervisor told me about losing her dog and paying for $2000 for a funeral and she didn’t get anything back ,so I should not get anything back if the top is a broken .She got back to work after two weeks of vacation and she can’t solve my problem because she has a personal problem
Dear ***,
Thank you for your feedback. I am the one you spoke with on Monday and I realize now it was probably too early for me to be back at work, I wasn't emotionally ready to be yelled at. I guess I was just trying to let you know that I understand that things happen that don't seem fair. This situation seems unfair, I get it. However, we send out emails stating to inspect all items and report damage within 24 hours. This is also noted right on top of the box that you received. The reason we take all these steps is because if the damage is not reported to us in time to file a claim for shipping damage, there is no way for us to recover the cost of the product or the shipping cost.
We understand that this is a bummer and we offer to split the cost of shipping a new tub with the customer should this happen to try to help accommodate the client as best we can. Bottom line is, based on our policy we are not legally obligated to do anything if our instructions are not followed by the customer. Offering to split the cost of another tub was our effort to help you. If this had been reported a day or two later, we would already have a replacement on it's way to you.
The offer to split the cost of another tub still stands, if you think you can get your tub repaired, we can offer you a discount on it. As I explained on Monday, this is our policy and it's my job to enforce it. If we replaced this for you after reporting it late, it would not be ethical or fair to any of the customers that did the same before you. We hope you can understand our position.
Our 10 day return policy is for items that are in good condition if you decide that the product will not work for you. Damages need to be either notated when the item is delivered or reported within 24 hours of receiving and singing for as free and clear. If not notated or reported in time, we are unable to prove that this happened during transit and we are unable to recover anything as a claim.
Complaint: ***
I am rejecting this response because: I need $ 400 to fix the tube , it was not me or a family member who sign for delivery.
As soon as I heard about it I contacted you .
I am pretty sure if I take this to court you will pay more than that ,
Sincerely
I purchased a sofa from Kardiel in 2016. Prior to purchasing the sofa, I contacted Kardiel numerous times to ask various questions to make sure it would fit my needs. The size of the sofa on their website was wrong, so I had to confirm actual size. I also specifically discussed via chat and phone about the removable cushion cover for the sofa. I asked if the cushion cover was removable so I could clean it. Kardiel repeatedly told me yes and I confirmed their response to me as well on more than 1 occasion. Their site also says, "Removable seat cushions feature rear zippers" so I asked if I could take it off to clean it and was told YES! I wouldn't have bought this sofa if I had been told otherwise (I have 2 young kids). Here we are in 2018, I go to remove the cover to clean and low and behold, the cover is not removable. I called Kardiel and was told all of their sofas must be professionally cleaned (was told otherwise in 2016) and they the cover can be removed but not put back on since it is attached to the cushion. I was livid and explained to everyone I was told otherwise when I purchased it. I told them they should have pay me to have it professionally cleaned because they lied to me. Instead of providing me with any assistance, I was told I was lying and never told that because I don't have proof. I guess they expected me to record my phone conversations with them. In an effort to see what the sofa description said online now, I went to the website again and realized my sofa is under warranty. My sofa has torn seams as well so I reported that and they said they would give me $60 to repair the seam and to drop all complaints about them. What an insult! I cannot take my sofa cushion to a seamstress in my sedan and have it repaired for $60 (I would have to rent a van) and I still have a dirty sofa because I cannot clean it. Kardiel is lying. They told me the cushion cover was removable. I never would have bought it otherwise and now they want to play the victim.
Upon purchasing this sofa, there was definitely a call regarding concerns for cleaning the cushions however the notes that were taken state that she asked what the cost of a new cushion would be should she need to replace it. There are no notes of the cushion cover being removable. This is the only proof of a conversation we have from 2 years ago when the sofa was purchased. What we do know is listed below.
12/5/2016- *** purchases the woodrow sofa for $1395.00 and receives a first time buyers discount of $75 so she receives for $1320 with free shipping.
1/19/2017- Requests information about ordering an extra cushion and was advised that we could get the cost if needing to replace down the road.
1/27/2017 - Reports Concealed damage to the sofa and requests $600 discount to keep as is.
1/27/2017- Kardiel approves request and agrees to honor the $600 discount for the shipping damage.
1/30/2017 - *** now wants $800 discount instead of $600 due to not liking the material. Kardiel had filed claim for $600 for claim but approves the extra $200 in good faith. (customer has now spent $520.00 total on sofa)
8/9/2018- Customer calls and states we lied about the cushions not being removable and demands we refund them $300 for cleaning fees after the sofa being in their possession for almost 2 years.
8/15/2018- Reports a seam that has split. Although ***'s sofa was discounted to keep as is, we offered the amount the warranty covers of $60 for a seam repair. I have attached our warranty to this document for reference.
Please let us know if there are any questions regarding these recorded facts.
Kindly,
Kardiel Service Team
Complaint: ***
I am rejecting this response because:
None of the information regarding my first complaint has anything to do with the current issue. You all sent a huge sofa in a flimsy box with no protection causing severe damage to the veneer. The entire sofa had to be redone to make it look like it belongs in a house and not a junk yard. You all graciously helped us get that expensive work done. Again, that has nothing to do with the cushions and what I was told. The issue is now that even prior to me buying the sofa, I was told the cover was removable. I didn't think to record any conversations about that because I never knew I was being misled! Yes, it is 2 years later and it needs a cleaning. I never called to ask about purchasing a replacement cushion. That was suggested to me by Kardiel's people when I asked about buying another cover to use on the sofa when the other cover was being cleaned. I was told that no they don't sell the cover separately (in fact, they had to contact the manufacturer to ask this) and I would need to buy the whole cushion instead. I was never informed it was because the cover couldn't be removed! The fact that Kardiel had to ask the manufacturer proves they didn't even know the cover couldn't be removed and replaced with a new one.
$60 hush money is essentially what is being offered. Kardiel said it themselves. They even asked if I take the $60 to fix a seam (which is impossible to have done anyway because a seamstress would have to come out to my house to do the work), will I drop any and all complaints. Absolutely not. This is about the fact that I was misled into buying this sofa that now cannot be cleaned appropriately. Kardiel is outright calling me a liar because I didn't what, record the call? It is outlandish to think someone would do that. Your customer service rep was wrong. Your website was wrong. Since Kardiel wants proof of being told incorrect things...Do you have the email with me telling you your dimension specs are off on the site and need to be fixed? I was told yes they are wrong and you will fix them. I have that email. If your website was wrong, why can't you believe your customer rep was wrong too? Your site still says the sofa has "removable seat cushions [that] feature rear zippers". What good are zippers on a cushion if the cover can't be taken off? The site misleads, as does your customer rep on the phone. You need to make this right.
Sincerely
You are asking us to give you $400 clean your sofa because it's under warranty. Our warranty does not cover cleaning fees. I would imagine most people could use a good sofa cleaning after two years. It would not be fair to any of our other customers if we were to honor your request.
Kardiel
Complaint: ***I am rejecting this response because: I am not asking for the $400 because it is under warranty. Have I ever mentioned the warranty and the cleaning together before? As far as I know, the warranty doesn't cover that as you stated. You are worried about why I waited 2 years so I just mentioned 2 years isn't too long because it is under warranty for other items. And yes, if you also lied to other people like you have done to me, you are responsible to make it right with them as well. That is totally fair! I asked for $400 to clean it because that is what I was told it would take for someone to come to my home to clean it professionally. You have NEVER countered with another remediation because you will not admit that your reps and your website are misleading and flat out wrong. Along with calling me a liar, you are now criticizing me for not cleaning the sofa for 2 years. I am outraged and disgusted by your lack of customer service skills and willingness to correct a wrong by your company. Sincerely
I AM A DESIGNER THAT ORDERED A PRODUCT FROM KARDIEL. KARDIEL AGREED TO WHITE GLOVE SERVICE OF WHICH THE COMPANY HIRED (***) DID NOT COMPLETE. *** DROPPED OFF THE UNASSEMBLED FURNITURE, LEFT AND COLLECTED THEIR FEES. MY CARRIER (***) HAD TO ATTEND TO THE ISSUE OF ASSEMBY FOR THE CLIENT, AND IT WAS AGREED BY KARDIEL THAT THEY WOULD PAY TO HAVE THE FURNITURE ASSEMBLED SINCE THEIR CARRIER REFUSED TO FINISH THE JOB. TO DATE, KARDIEL IS REFUSING TO PAY FOR THE ASSEMBLY OF THE PRODUCT EVEN THO I HAVE IN WRITING FROM ONE EMPLOYEE AND A VERBAL COMMITMENT FROM THE OTHER TO COMPLETE THE ASSEMBLY OF THE FURNITURE AND PAY MY CARRIER (TDS) DIRECTLY.
TO DATE, KARDIEL HAS REFUSED TO PAY TDS THE MONEY OWED TO THEM AND THE ISSUE IS OVER $245. NOT MUCH, BUT THAT MONEY SHOULD NOT COME OUT OF MY PERSONAL POCKET. I WOULD LIKE KARDIEL TO PAY MY CARRIER (***) DIRECTLY FOR THE SERVICE PERFORMED AND AS AGREED UPON.
Dear Kardiel Customer,
I do not know your order number or name so I have asked around to see if someone is familiar with this situation. Without being able to see the details of the order I can tell you that our white glove service providers only do minor assembly and the desk is considered more than minor, as you can see based on the cost you paid to put it together. White glove covers bringing the item into the room of choice, unpacking, debris removal and minor assembly.
We are very sorry if you were misinformed about the service level provided by our white glove carrier. If you have any written confirmation that our agents advised the desk would be assembled during this delivery please send that over to us and we will reimburse you for the amount you paid your delivery team.
Furthermore, you should have received a confirmation email after placing the order with us. This email has the following content that pertains to your delivery:
"Larger shipments will travel via LTL freight and the carrier will call you to make a delivery appointment when the shipment reaches the destination terminal. Please confirm the address and delivery method you chose when you placed your order either online or with a sales representative. Larger shipments have the following delivery options:Curbside Delivery - The carrier will not bring the item(s) inside the home, up exterior stairs, or open the packaging. 2 people are typically needed to carry heavier furniture items. Basic Inside Delivery - Delivers the items inside the home, office or garage. Unpacking, light assembly and debris disposal is not included. White Glove Delivery – Delivers the items inside the home, office or garage. Includes placing the item in the room of choice and location of choice. Unpacking the item and light assembly (think sofa legs or drawer pull installation) and disposal of the packaging material at your request. White glove performance will be at the discretion of the delivery company. Items with involved assembly such as but not limited to lighting, bathtubs, faucets, desks, some outdoor, vanities, etc will not have assembly performed. Please contact our sales team for specific assembly offerings on your item of choice. If you chose to have the white glove delivery team remove and dispose the packaging, you will need to procure your own packaging in the event a return is needed. We recommend you ask the delivery drivers to break down the packaging and place in a garage or storage area instead of disposing."
Please if you did not receive the service level advised in the last paragraph above please let us know so we can file a complaint with the ***, the carrier, and reimburse you the cost of white glove which is $159.00.
Sincerely,
Kardiel Customer Service
We purchased close to $5,000 in furniture from Kardiel. Several of the couch cushions were defective and split at the seams as early as 3 weeks after purchase. We reported the issue to Kardiel and they promised to resolve the issue either by repair or replacement, seeing it through to resolution.
We believed them and took their word as they told us they'd like to try to repair rather than replace the pieces. They sent a repair person several times who advised the leather and work product was defective and should be replaced. We relayed this to Kardiel who assured us they would resolve it, and then they waited until warranty had expired and asked that we pay for their cost to replace the cushions.
Despite assurances all along the way that we’d wind up with the intended level of quality whether via repair or replacement, Kardiel failed to resolve the issue with the defective cushion we purchased from their company.
This customer has had their Kardiel sofas since March of 2014. At the time of purchase they had a one year warranty for their items. They reported an issue with the seam on 9/24/2014, we hired a leather upholstery specialist to fix the issues with the seam. Upon completion, the customer expressed concern that this would happen with her other sofa cushions. In turn, we offered her the option of replacing the cushions or an extended warranty. She opted for the extended warranty to expire on 4/2/2016. Tracy then reached out to us on 9/27/2017 and asked for full replacement cushions. She sent us an image of a cushion with a puncture from a sharp object. Despite the warranty expiration we submitted the images she sent for a claim and they came back as denied due to the warranty expiration.
We stand behind our products at Kardiel but we believe in sticking to our policy and warranty to keep things fair across the board. We did not deny her the option of replacing her cushions. We simply said she would have to pay cost for them as we can not recover any claim due to the expiration of their warranty. If she decides to pay cost of new cushions, this would be of no profit to Kardiel.
Sincerely,
Shayna K
Kardiel Support Manager.
Complaint: ***
I am rejecting this response because: This is an inaccurate description of our complaint/ experience with Kardiel. We were assured that the defective cushions would be repaired or replaced, and promised that we they would meet our expectations as well as the promised Kardiel quality.
I did share photos of all cushions for the 4 pieces we purchased so Shayna could see the quality was poor, but I understood the punctured cushion was to be expected from such thin material. I am not requesting remediation for anything beyond the splitting cushion. I had submitted a request beginning back in 2014 to resolve the issue of the splitting seams- please see attached image. I'm only asking that Kardiel honor their product and send a single replacement cushion at no cost to us as we reported this early and often via email and phone over the past 4 years, and we patiently tried to work with their repair team, and continued to grant their requests to try to resolve rather than replace but without success.
Sincerely
Complaint: ***
I am rejecting this response because:
We bought the cushion from Kardiel based on trust that you would stand behind the products you sold. If you have a conflict with the manufacturer, I don't see that as something I can control. When the issue was reported back in 2014, I was assured a satisfactory resolution would be reached. I tried to work with your team and was patient as you send repair people out, but as my husband and I continued to call and report the issues, we feel that was all we could do.
I understand Kardiel would like us to cover their cost for the cushion, but as we bought it from them, and they managed the remediation process, we feel it's their responsibility to see this through and replace the damaged cushion. If they missed the window to get their cost covered by the manufacturer, that is not our responsibility, I can't control their internal processes. Had I known that they would not see this through, I would have attempted to work directly with the manufacturer, whose name they have refused to provide to date. What is the name of the company that manufacturers this cushion?
We had numerous phone calls over the years with Muriel and team expressing our concerns. We were convinced to accommodate Karidel by allowing to try for repair solutions rather than replacement, but I believed Karidel when they assured us that if the repairs didn't work, replacements would be issued. It seems we were taken advantage of.
Kardiel needs to stand by their commitment to us as the customer, they specifically promised they would 'work to make this right'.
Sincerely
From an alternate perspective - with the deepest respect; Kardiel is being asked to warranty cushions beyond the agreed warranty period, being shown multiple images displaying abuse, and being told that we are scamming our clients if we don’t replace items for free. Kardiel is family owned and operated company, online furniture is a competitive market. You’re item is still sold at the same price today with free shipping, even though labor prices have increased, freight costs have increased, warehousing costs, and marketing costs have increased over the last four years. Before we start selling a series we go through one year of testing and production. Before we ship a sofa, our items go through three inspection processes. We care about our items, our employees, and our customers - we really try here. Again, we are offering you a solution to replace the cushions. Just as a warranty on a car expires, if the car needs parts past the warranty, you can order them, but you now have to pay for them. This is one in the same. We stick by our policy to keep everything fair for everyone. For this reason we can not make an exception despite your persistence and hope this makes sense to you.
I ordered a desk that was delivered damaged. I have waited 3 weeks for Kardeil to send a replacement. Kardeil avoids solving the issue.
Hi ***,
This is a desk that was ordered though ***.com. We were notified that *** has refunding your in full so we are unable to make any further action to remedy this for you. We had a new part on order for you as we did not have the part you needed handy to send right away but have canceled the order since the full refund was settled. If we are mistaken about the resolution *** came to please let us know.
Kindly,
Shayna
Customer Support Manager
I’m ordered a tub with assistance from their customer service rep, Nadira. There were several emails and phone calls regarding this specific tub so that I would be sure to get a product that fit my needs. One key issue was the interior measurement at the sitting end of the tub, not just the middle of the tub. I emailed her a drawing showing the measurement I was seeking. She said she understood and actually went to the warehouse to measure the actual tub. I was told the tub was 28” at the location which I was needing. Based on this critical measurement, I told her to go ahead and process the order. Immediately upon receiving the tub, I measured it and it is only 20”, not 28” as I was told.
Kardiel is allowing me to return the tub but I am being required to pay for return shipping, which is discounted to over $345.57. Nadira clearly gave me inaccurate product information. If she told the the correct information, I would have not ordered that tub—I would have ordered a different one. Now I am being forced to spend several hundred dollars because of their mistake.
I have tried to resolve this directly with Debbie and John S with no success.45.57
Dear ***,
As we explained over the phone, the measurement you requested was communicated to us as how wide is the inside of the tub 8" from the end. The measured the inside of the top of the bathtub. This is what Nadira and our warehouse team understood you needed. Unfortunately it turns out you needed the seat or bottom measurement. We would never intentionally give you the wrong measurement as this has costed us the same amount to ship the bathtub to you. If the word "seat" or "bottom" had been mentioned anywhere on the drawing or in any of the emails, we would acknowledge that we measured in error.
The amount we are withholding from the return is only the cost of return shipping. We paid to have this shipped to you in faith that we had given you the measurements that you requested. This is a costly miscommunication for both of us. I have attached the image you send to Nadira as the instruction of how you requested the bathtub be measured.
We regret that this order was not a success for anyone but do not feel that this fault lies solely with Kardiel as the description of the measurement needed was not as clear as it should have been.
Kindly
Complaint: ***
I am rejecting this response because:
Shana's response is totally incorrect and not at all what we emailed and discussed.
Nadira originally gave me the seat/bottom measurements. Those measurements are also clearly available on the Kardiel website. I communicated with her that the "seat" or "bottom" measurement was not what I needed--what I needed was the top, near the shoulders, where a person would sit. Since she felt that everyone sits differently in a tub, I asked for the measurement at the top of the tub, 8 inches from that center where a person's back would be. To be extra clear with my request, and to be certain Nardia understood, I sent a drawing indicting the exact measurement. I even waiting on hold while she went to the back and measured it and was told it was 28 inches. I asked several times to be sure that she understood and gave me the correct measurement I needed. It was only based on that information that I placed the order. When I received the tub, I immediately checked the measurement and it was only 20". I immediately called to try to resolve this huge error. I would have never ordered this tub if I was given the proper information.
In Shayna's response, she said they measured the top. If that is correct, they I would have been told it was 20", not 28". In fact, the bottom seat measurement is only 22" at the widest part--so her response does not even make sense. Can no one at Kardiel do simple math?
Based on emails, phone calls, and now this totally false and duplicitous response, I am more resolute than ever that this is 100% Kardiel's error and I should have received a full refund, including shipping charges, which I would not have occurred had I been given the correct information.
Sincerely
We will have to just agree to disagree. I am just following our policy.
Complaint: ***
I am rejecting this response because:
Dear potential customers of Kardiel,
I believe Kardiel's last response speaks volumes. It is their policy to blame (and charge) their customers for their mistakes. Please consider that fact before doing business with Kardiel.
Sincerely
These tubs are shipped with a corrugated drain that is not up to code in most metropolitan areas of the country. It is poor design. Maybe they can use this stuff in China.
They should not be selling this product in the US. If they do, they should say, this product does not conform to plumbing codes in many areas of the US. Please contact your local building codes office.