On January 20, 2014, Ms*** pruchased a dining set from Kensington which was delivered on January 29, with no issuesTwo months later, the customer called the store stating there was a problem with the tableWe sent a technician out to the home to evaluate the problem but the
customer did not believe that the table could be fixedTherefore, as a courtesy to the customer, we agreed to let them choose an alternate table from the store but they were unsuccessful in finding anything. Now, months later, they filed this compaintOur Warehouse manager reached out to the customer and was told that they fixed the tableBased on that, there is no furnther issue and thus no action is needed
Unfortunately, it was determined that the pieces Ms*** ordered were out of stock with the vendor and we did relay that information to the customerWhen Ms*** came into our store, she created a scene, was extremely disrespectful and made racial slurs to the owner It is
unfortunately that we could not get the pieces Ms*** wanted and therefore, we are processing her refund of $
Complaint: ***
I am rejecting this response because:
It is incorrect The technician that was sent was the one who stated the table could not be fixed As mentioned, we did not want another set as we had purchased custom cut glass pieces to be placed on top of both the table and the buffet Because the store did not take responsibility for their poor quality merchandise, we were left with not choice but to purchase hardware and fix the table and chairs ourselves After spending $3.6K+ for the set, we should not have needed to spend more to fix the product
Regards,
*** ***
Ms. [redacted] purchased a swivel glider on 5/28/2016. The estimated arrival date was 7/17/2106. We spoke to Ms. [redacted] on 6/24/2016 and we were still on track to meet the arrival date of 7/17/2016. We spoke to Ms. [redacted] on 7/9/2016 and advised there was a cover delay at the factory and we would not...
meet the promised arrival date on 7/17/2016. On 7/14/2016 Ms. [redacted] stated she would be willing to wait for the glider to arrive. on 8/24/2016 Ms. [redacted] cancelled the order and we processed a refund for $1,257.24 to her [redacted] card. We received a charge back from [redacted] on 8/29/2016 in that amount for Ms. [redacted] and we responded that we have processed the refund.
Complaint: [redacted]
I am rejecting this response because: it is not accurate. I was originally promised delivery by July 4. I cancelled the chair order on August 5 (not Aug 28 as they stated) and I called at least 5 times to get my refund and each time I was told that it was already processed. I agreed to wait for the chair with a revised delivery date of Aug 2 (not indefinitely). I initiated ALL calls to Kensington and they did not call me to inform me of any delay. They did not address neglecting to refund shipping charges in this response.
Regards,
[redacted]
On January 20, 2014, Ms*** pruchased a dining set from Kensington which was delivered on January 29, with no issuesTwo months later, the customer called the store stating there was a problem with the tableWe sent a technician out to the home to evaluate the problem but the
customer did not believe that the table could be fixedTherefore, as a courtesy to the customer, we agreed to let them choose an alternate table from the store but they were unsuccessful in finding anything. Now, months later, they filed this compaintOur Warehouse manager reached out to the customer and was told that they fixed the tableBased on that, there is no furnther issue and thus no action is needed
Unfortunately, it was determined that the pieces Ms*** ordered were out of stock with the vendor and we did relay that information to the customerWhen Ms*** came into our store, she created a scene, was extremely disrespectful and made racial slurs to the owner It is
unfortunately that we could not get the pieces Ms*** wanted and therefore, we are processing her refund of $
Complaint: ***
I am rejecting this response because:
It is incorrect The technician that was sent was the one who stated the table could not be fixed As mentioned, we did not want another set as we had purchased custom cut glass pieces to be placed on top of both the table and the buffet Because the store did not take responsibility for their poor quality merchandise, we were left with not choice but to purchase hardware and fix the table and chairs ourselves After spending $3.6K+ for the set, we should not have needed to spend more to fix the product
Regards,
*** ***
Ms. [redacted] refund has been issued.
resolved
Ms. [redacted] purchased a swivel glider on 5/28/2016. The estimated arrival date was 7/17/2106. We spoke to Ms. [redacted] on 6/24/2016 and we were still on track to meet the arrival date of 7/17/2016. We spoke to Ms. [redacted] on 7/9/2016 and advised there was a cover delay at the factory and we would not...
meet the promised arrival date on 7/17/2016. On 7/14/2016 Ms. [redacted] stated she would be willing to wait for the glider to arrive. on 8/24/2016 Ms. [redacted] cancelled the order and we processed a refund for $1,257.24 to her [redacted] card. We received a charge back from [redacted] on 8/29/2016 in that amount for Ms. [redacted] and we responded that we have processed the refund.
Complaint: [redacted]
I am rejecting this response because: it is not accurate. I was originally promised delivery by July 4. I cancelled the chair order on August 5 (not Aug 28 as they stated) and I called at least 5 times to get my refund and each time I was told that it was already processed. I agreed to wait for the chair with a revised delivery date of Aug 2 (not indefinitely). I initiated ALL calls to Kensington and they did not call me to inform me of any delay. They did not address neglecting to refund shipping charges in this response.
Regards,
[redacted]