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Keen Home Inc.

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Keen Home Inc. Reviews (2)

The customer placed her order after the cut off for Fall delivery, which was 8/*/2016 (she ordered on 9/**/2016). Orders placed after 8/*/2016 were scheduled for delivery by the end of February into early March 201*. We are in the process of fulfilling this batch of orders as I write this. As...

to her complaint that she has emailed several times with no response: we have only received two messages from her, both on 3/*/201*. We can provide screenshots to validate this. If she did reach out on 1/** and 2/*, it was either with a different email address or over the phone. After the customer reached out on 3/*, our support representative Daniel A[redacted] offered to send all but two items from her order that are being custom built. She responded on Monday 3/* confirming that this is what she wants to do. We will be shipping her order early next week.

We got in touch with the customer on 9/** after receiving his email inquiry on 9/**.He was asking for an update on his order status, to which we replied that we could finally ship it. He then noted he'd already filed a complaint, but still wanted the order. We obliged and got it shipped out for...

him.In the four previous communications, the customer requested updates on the order which we gladly provided via both phone and email. We explained about the delays we faced in changing to our new fulfillment center, and that a precise delivery date could not be provided due to the nature of having a partner company processing our shipments.No request for a refund or cancellation was made, but we would have been happy to provide one if he had. A fifth inquiry (email) was missed by our team, which seems to have resulted in the concern and this ensuing complaint. We resolved the situation by shipping the order and providing the customer with the tracking info.

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