KB Authority USA, Inc.

Review: Purchased online a Delta Cassidy Faucet on 11/**/14 for 268.08. After purchase, I realized I ordered the wrong one. I ordered one for a bar instead of a sink. As soon as I realized my error, I called the company. I was told not to accept the product and it would be returned to them. I then ordered the correct one. I was told I would be charged for the shippinfg and a restocking fee of 15%. I was told, I would be credited 218.00. I received my credit card bill with the charges for both faucets and no credit for the one returned. I called after receiving the bill in December and was assured the credit would be made. I was told they received the returned product. When I received my statement in January, I still did not receive the credit and called a second time. It is now February and my account still has not been creditedDesired Settlement: I would like them to repay me the $268 less shipping and the 15% as agreed when I originally called.

Consumer

Response:

At this time, my complaint, ID [redacted] regarding KB Authority has been resolved.

(By clicking "OK", your complaint will be closed as Resolved.)

Sincerely,[redacted]

Review: I purchased two very expensive Robern medicine cabinets for surface mount from them. Because I was not sure which side kit to order, I chatted online with a sales rep who gave me the exact product code to add to my order. But, of course, when the order arrived it was the wrong part. I called immediately and informed a customer service rep about the issue. He was very quick to process the order for the new, correct product, but told me someone from Returns would be in touch with instructions for the return of the incorrect item. He told me I would not be charged a restocking fee. After waiting days and not hearing anything more, I contacted K&B again. I was informed that I could return, but would have to pay a restocking fee, and would also pay a handling charge on the new order, as it was under $500. I would not have paid anything if the correct part had come with the cabinets, as the total cost was more than $1,100! After demanding that both fees be removed because it was their own sales consultant that had given me the incorrect part number, the person on the phone, [redacted], spoke with her manager. She then informed me that the restocking fee would be removed, but not the handling charge for the new order. When I demanded to speak with her manager myself, I was told he was unavailable. I requested a call back, which I never received. That was on July [redacted]. Since then, I have called every day and either been told that the manager is unavailable but will call or I do not get through because I am supposedly calling outside the call center hours, even though I am phoning during the hours listed on their website. Last Wednesday, I sent an email via their website requesting a call by noon the next day. Of course, no one called. As I still do not have the return authorization and K&B has not bothered to respond to my calls or emails, I have now revoked payment for all items. Thank goodness for credit card companies that stick up for the interests of their customers! K&B certainly doesn’t care! If only I had read the reviews from other customers with similar issues prior to ordering! Getting the product you want for slightly less is not worth the nightmare of doing business with K&B.Desired Settlement: I would like someone to finally provide the correct return authorization information so that I can return the incorrect part and I would like the correct side kit for my cabinets. Further, I am requesting that K&B own up to the fact that the error was the result of their own sales rep providing incorrect information. As a result, the return should be processed without a restocking fee and the new part should be sent to me with no charge for shipping and handling. I would like agreement from K&B in writing on these points. When I receive this, I will request my credit card company to pay them again the total amount owed.

Business

Response:

To Whom This May Concern,

Our mutual customer [redacted] ordered from us July [redacted], 2013. [redacted] spoke to one of our sales representative and assisted her with her purchase. [redacted] gave this the model number of the cabinet and explained that she will need something called a sidekit to cover the exposed sides of the cabinet in glass. Our sales representative went on the manufacturers' website and acquired the appropriate SKU number for the sidekit. [redacted] placed the order and instantly received her invoice with the SKU numbers for her reference. We shipped out the merchandise as promised via Eastern Connections (track#: [redacted]) and everything arrived in good condition. [redacted] contacted us and explained that the sidekit was not correct. She began to explain that she is doing a surface-mount installation, which now changes the story 180 degrees. Initially [redacted] never informed the sales

representative that there will be a surface-mount installation. Regularly, when a customer requests a side-kit they are doing a semi-recess installation. These cabinets are generally installed inside the wall, which is why a surface-mount kit is not necessary. Another sales representative contacted [redacted] and she gladly purchased the new replacement piece. Generally we charge a 25% restocking fee on all returns {unless damaged during transit), however in this case we ate the charge given to us by the manufacturer for [redacted]'s convenience. We were unable to waive the handling fee because after shipping the new sidekit, we would be losing money. [redacted] can see that in our terms and agreements, all orders under $500.00 must have a $14.95 handling fee for that very reason. Glass sidekits must be insured by the shipping carrier due to their fragility.

We work very hard to insure the satisfaction of all our customers and have done everything in our power to resolve any issues. If you have any inquiries, please feel free to contact us.

Warmest Regards,

Consumer

Response:

At this time, my complaint, ID [redacted] regarding KB Authority has been resolved.

KB Authority contacted me directly to arrange the return of the incorrect part and refund the charges for the incorrect one, as well as the handling charges for the new part. It is unfortunate that it took writing you to get them to react.

Sincerely,

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.

Ordered hansgrohe and Robern products from kbauthority, Gemini in customer service was a pleasure to work with. My items arrived within a week packaged very well and in perfect condition. Overall a great company to work with thank you!

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.

Review: I placed two separate orders from this company (two items each order) - one on September **, and the other on September **. As of yet (October *), I have not received either order. For one order, all of the items have been in the warehouse supposedly ready to ship for more than two weeks, but Kitchen and Bath Authority has not shipped them - even though I have requested more than once for them to do so, and even though I was told previously by a representative that the order had been shipped THE DAY BEFORE I had called (which was obviously not true) and that I should be receiving tracking information within the same day.

For the second order, I was told on the September ** (the same day I was told that the other order had been shipped out the day before, and my second day to contact the company) that that order would be shipping out that day. I called again for a third time today (October *) to see why neither order had arrived, and was told that none of the items had been shipped (what??) but now all of the items were at their warehouse and would be shipping out today. This business has been horrible to deal with. Up until today, I have been polite and courteous with the representatives, but all patience is lost. I have spent more than $900 products that have not arrived, even though I was charged for these items earlier this month.

Along with this Revdex.com complaint, if I do not receive tracking information by the end of the day, I will be filing a dispute through my credit card company. I truly do not want to do so, but my faith in this company's ability to fulfill this order is lost. I hope other people's experiences go better, and that this company puts procedures in place so that others do not have to deal with the same issues with which I have had to deal.Desired Settlement: I either expect a full refund from this company immediately if the items are not shipped out TODAY. Even if they are shipped today, the company should provide a price reduction based on the extremely poor job that they have done. I am especially irritated that they have continuously been misleading about the status of my order, and that they have held shipment of the order where all products were available only, I presume, to save on shipping costs on their end.

Consumer

Response:

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,

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.

Buying something like a bath vanity on line goes against my better judgement; but, I received a surprise, as my unit came to me exactly as promised. The shipping container was more than adaquate and protected my vanity allowing no damage, inspire of foot prints on the top where a individual had used it to walk on. I was also surprised as it arrived a day early.

I placed an order for a sink from KBAuthority. It says on the webpage with the sink "Item ships the same day". I needed this item ASAP, so I chose KBAuthority over many others because they shipped the item same day. I called yesterday (6 days later) to check to see if they had shipped my sink. The customer service rep told me it went out that morning. I just received a call today to verify my shipping address because they are going to ship the sink TOMORROW!!! That is one week and one day later than promised by the site. Due to this companies inefficiency and dishonest practices I would not recommend purchasing from them.

I ordered some bathroom fixtures on July 1 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 rough-in valves 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 15 minutes, after waiting 15 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 time.
If you want a HUGE hassle, then order from this company!!!! This company has ZERO integrity.