KB Authority USA, Inc.

We have provided the customer with a return label: ***
The merchandise will be sent out today and the customer will then receive the appropriate refund dueWe appreciate Ronald for reaching out to us and explaining what occurred with the orderWe apologize for
the time delay, our representative who processes returns was out of the office for weeks.If you have any questions please don't hesitate to contact me immediately

Revdex.com:At this time, my complaint, ID *** regarding KB Authority has been resolved
(By clicking "OK", your complaint will be closed as
Resolved.)
Sincerely,*** ***

I ordered some bathroom fixtures on July due to the great prices on the website My credit card was immediately charged On July 2, I received an email stating my products were backordered I contacted customer service because I needed my rouvalves but could wait for the rest of my order After 10+ calls and countless lies, I finally received a tracking number for the partial order I was done with this company, so I called back to cancel the rest of my order Then I called back the next day and then the next day and they say it has shipped and I cannot cancel the order I have had to ask them to listen to the recorded calls on more than one occasion because they will lie about what they said on the call So I called back and talked with George who states he will call me back in minutes, after waiting minutes I called back They put me on hold, then transferred me to his voicemail Immediately I receive an email stating they will return the items to the manufacturer for a 25% stocking fee I should NOT have to pay this just because they did not process my cancellation in timeIf you want a HUGE hassle, then order from this company!!!! This company has ZERO integrity

KB Authority was not responsive to contact to cancel an order in a timely manner after multiple attempts to do so. Customer and sales phone numbers went to voice mail without any response. Due to their written policy of 25% restocking fees if not cancelled by a certain date, we made multiple attempts to cancel within the given time frame - both by email and by phone, leaving messages. No call back or other recognition that our requests was received and they contend that no contact from us had been recorded or received. Strange, because no product ever arrived at our address. We were still charged a restocking fee with the statement that we never contacted them. This seems to be a very unethical practice and very poor customer service. People need to beware of this company.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]...

I placed an order for a product, which they did not indicate was out of stock or they could not receive from the manufacturer. I had to personally contact a week later to get a shipping update since I hadn't been updated with any information. The claimed they would get back to me that day, which they didn't. I had to contact them again, the following week for an update, which they said they'll check again. When I finally got a follow up email, they indicated my order was backordered and the manufacturer didn't give them a date of when the item would be available. So what did they do? They offer me the same item, saying they will receive from another warehouse not operated from them, and charge me more for it! Isn't this a stones throw away from a bait-and-switch?.I'm paraphrasing, but basically this is what they told me: "Sorry. What we sold you, we can't promise you'll actually get in a reasonable time, if ever. But hey, let me tell you about another place we can get it from, but we're going to charge you more for it." If I didn't hassle them, they probably never would have updated me at all. Just refund me back my money!

If you have a project that follows a schedule, I wouldn't recommend use this company. And if you do, you better be riding them everyday so you actually know where your products are at..

had the most favorable experience with KB Authority from the first time I called to inquire re - pricing to receipt of my purchase. I had called numerous times before I purchased and had great customer service from Mike. He even offered me different options that would suit my needs. After purchasing, I followed up re delivery and knew exactly when my items were coming. The best part of the shipment - I purchased shower doors and their warehouse in NH loaded it on a pallett for delivery and [redacted] trucking told me that protected the shipment, where most other deliveries arrive with broken glass. I would purchase from them again. Thanks.

What a pleasure to work with a company that actually does what they are supposed to do. After reading some reviews I was a little hesitant but then when you are spending thousands of dollars on your home Reno saving on kitchen and bathroom fixtures is very well needed. The kitchen items I ordered since I called KBAuthority and asked if they were in stock and how fast I can get the items so I quickly placed an order and within 2 days I have my items at my door step. After my first order went perfectly smoothly I decided to tackle the second order which was for my bathroom project.

Since I'm not an expert at this and I needed some guidance I called KBAuthority. The gentleman was very kind and patient I think we spent an hour on the phone just looking at different options and setting up different bathrooms. Not only was he my sales rep I felt like I had my own designer there with me. We ordered a Fresca vanity that is just perfect this had to go by truck and we ordered Hansgrohe fixtures for the shower. Right away I was told Hansgrohe items are special order and were 7-10 days. The lead time was fine and before it shipped Customer service called me asked if I was ready for delivery.

The day after delivery the rep called me and asked if I received everything and if I was happy. Well I definitely am I have never had such a great experience with a company and so glad to finally find this treasure.

Ordered a replacement part for my kitchen faucet. Was charged for the part immediately but didn't receive for almost two months. Very hard to get in touch with them. Repeated messages were left unanswered. The part finally arrived, it was broken and KB Authority refused to replace it or give me a refund and said I now had to go through the manufacturer. Do yourself a favor and call the manufacturer first. Found out they (Grohe) had a lifetime warranty and would have replaced the part for free! Would have saved me $120.00. My mistake, but still very unsatisfied with KB Authority.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

My original complaint #[redacted] was filed 8/**/2016 and closed 9/*/2016 due to my not responding regarding the claim. No the issue is not yet resolved as receiving the RA label was the first part of the resolution process. I returned the items that were sent to me the next day. They were received by the company on 9/*/16. I have since called on three separate occasions to make inquiry regarding when my credit card would be credited the full amount of the order. I continue to get the run around and same response that they will process the refund and I should see something in the realm of a credit in 24-48 hours. This has yet to occur and I will not consider this matter resolved until I have a full credit applied to my credit card without any restocking fees or other nonsense they may try to attach to this case.
At this point I simply would like to have my card credited so I can be done dealing with this entity that has done nothing to make this process easy. 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

[redacted] placed an order with our institution on March [redacted], 2015 under P.O 
14px;">[redacted]. The merchandise ordered was a Robern medicine cabinet and was delivered via UPS (tracking#: [redacted]) on April [redacted], 2015 and it was accepted for in “Good Condition.” [redacted] contacted us and said that he wanted to return the merchandise. Although we generally do not accept returns on the Robern cabinets, we made an exception and provided [redacted] with an RMA. The RMA (attached above) includes an address for the returnee to ship the products to the right location. [redacted] did NOT ship the merchandise to the address in the above RMA, he shipped to an old office we had that was nowhere on the document. We explained to [redacted] that this was a big problem and one of our employees would have to drive to New Hampshire to obtain the goods. At this point, there merchandise has not been returned out establishment and we cannot process a refund (less a restocking fee) until we actually have the merchandise. First off, we are a little bit confused as to why [redacted] sent the merchandise to the address in New Hampshire because we haven’t been there in over 5 years. As you look through the documents, we provided the customer with an RGA with the address of our location to return the merchandise. Our employee drove from New York to New Hampshire this past weekend and was unable to discover any merchandise. The employees in the area were asked if they have seen any packages, but unfortunately they did not. Did [redacted] insure the shipment like we instructed? Another thing we noticed is that the merchandise he shipped back was 15 lb’s, while the weight is supposed to be 44 lb’s as seen in the original shipment. At this point, the merchandise was returned to a located that we are not affiliated to and we are not in possession of the merchandise, we are also reluctant to believe that the actual cabinet was returned back to us. If the actual cabinet was not returned, it would make sense as to why the merchandise was shipped to an odd location, which goes against our instructions for [redacted]. Please let us know how to proceed and we will be opening a case with the California attorney general because we believe that this is a by definition act of fraud.

Good Afternoon,
     We have been in communication with the customer and have explained that there is a delay at the manufacturers facility. We requested [redacted] to reach out to the customer and explain the situation. It looks like they called the customer [redacted]...

yesterday and explained exactly what was occurring. June is now okay waiting a little bit more to receive the merchandise. We sincerely apologize for the delay and will continue periodically updating [redacted] on her order. We will do absolutely everything to keep our customer satisfied. If you have any further questions, please contact me immediately!
 
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me,  but the matter has not yet been fully resolved because the deadline continues to extend.   The order was received by the distribution company on August [redacted] and we were due to receive the medicine cabinet in 4-6 weeks, but now there is no absolute deadline but a vague reference that we might receive it sometime in November 2016.
Sincerely,
[redacted]

I've read the reviews and ratings on Revdex.com about KBAuthority.com, and went against my better judgement and ordered from them to renovate my entire house.the order end up have some special order pieces, which I wasn't to thrilled about. but I stuck with it anyway. at first I called 2x a day while I was waiting for the special order items to be shipped out with my whole order. they were always friendly and called and check every time without being annoyed. when my special ordered items were received I also got a call from a customer svc rep., and my items were shipped out in a prompt manner . I finally received my order and was a relieved. my house is done. I am writing this review just to say sometime we need to go against the odds, and give everyone a chance. ROME WASN'T BUILT IN ONE DAY.

"I am purchasing Brizo products for 2 bathrooms. I placed an order and then changed it 2 times (within 3 days), and KBA's customer service was flawless. They assisted me by answering plumbing and product questions, as well as sending change orders each time I made the changes. I will do business with KBA over and over again for items for my home improvement projects. Thank you, especially to Nick, who was the person who gave me this excellent service."

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.
Sincerely,
[redacted]

Revdex.com:
Late yesterday, I had a call from KB Authority with confirmation that the items from both orders had finally been shipped, along with tracking information. I have gone online to confirm that these items have indeed been shipped. While I am not pleased with the...

misinformation and lack of communication on KB Authority's part for the past few weeks, I very much appreciate that, at the end of the day, KB Authority not only shipped out my items but took the extra step to follow-up with me and confirm that these items had indeed been shipped.  Had the same care been taken by the customer service department after earlier calls (i.e., following up with the warehouse to ensure that the status provided - shipped already, shipping today, items in stock, etc.), my issues could have been resolved much earlier. I do hope that KB Authority works with its customer service and warehouse department to ensure that future purchases from other customers go more smoothly.  For my part, this matter has been resolved.
Sincerely,
[redacted]

Review: Sent item from a bogus Corp. in [redacted] ([redacted]) Item returned to same address for credit. Payment was made to KB Authority and though [redacted] confirms delivery, KB denies receipt thereof and I cannot get any principals to take my phone calls. KB has not refunded the $800.00 item.

I suspect fraud. Check out website: [redacted]Desired Settlement: Refund my money, [redacted] says they delivered the item to you though you try to deny it.

Business

Response:

[redacted] placed an order with our institution on March [redacted], 2015 under P.O [redacted]. The merchandise ordered was a Robern medicine cabinet and was delivered via UPS (tracking#: [redacted]) on April [redacted], 2015 and it was accepted for in “Good Condition.” [redacted] contacted us and said that he wanted to return the merchandise. Although we generally do not accept returns on the Robern cabinets, we made an exception and provided [redacted] with an RMA. The RMA (attached above) includes an address for the returnee to ship the products to the right location. [redacted] did NOT ship the merchandise to the address in the above RMA, he shipped to an old office we had that was nowhere on the document. We explained to [redacted] that this was a big problem and one of our employees would have to drive to New Hampshire to obtain the goods. At this point, there merchandise has not been returned out establishment and we cannot process a refund (less a restocking fee) until we actually have the merchandise. First off, we are a little bit confused as to why [redacted] sent the merchandise to the address in New Hampshire because we haven’t been there in over 5 years. As you look through the documents, we provided the customer with an RGA with the address of our location to return the merchandise. Our employee drove from New York to New Hampshire this past weekend and was unable to discover any merchandise. The employees in the area were asked if they have seen any packages, but unfortunately they did not. Did [redacted] insure the shipment like we instructed? Another thing we noticed is that the merchandise he shipped back was 15 lb’s, while the weight is supposed to be 44 lb’s as seen in the original shipment. At this point, the merchandise was returned to a located that we are not affiliated to and we are not in possession of the merchandise, we are also reluctant to believe that the actual cabinet was returned back to us. If the actual cabinet was not returned, it would make sense as to why the merchandise was shipped to an odd location, which goes against our instructions for [redacted]. Please let us know how to proceed and we will be opening a case with the California attorney general because we believe that this is a by definition act of fraud.

I wish I had read these reviews prior to my purchase.
I too had a bad experience. I ordered my faucet from KB due to the great prices, but beware, it will probably take one month and alot of phone calls to finally receive your order. My order is scheduled to arrive in a few days, I will update my review once it is received.

I have been looking at a particular shower door that would finish off my master bath remodel. I found the model I wanted, but could just not find the "right" price for me. I came across KBAuthority and immediately found the right door at the right price, I was a little skeptical, but the door came as promised - well-packaged, on time, attentive driver called ahead to arrange delivery. Beautiful door at almost half the price of the box stores. Very satisfied customer. I will be back in the future and purchase more products.