Kess InHouse

To Whom It May Concern, We have refunded the order that was cited in this complaint All of our outlet items are final sale, and it clearly states on the item description that it will contain some minor imperfections, which is why we are offering more than 60% off of the price of the regular merchandise We initially offered the customer an exchange for a different product that was already a compromise of our return policy I have attached screenshots of the information regarding the return policy and the product information In an effort to resolve the situation we have refunded the customer for the products Please see attached screenshot Please let me know if you need any additional informationThanks, Kess Inhouse Team

I ordered an bed runner from Kess through Wal-Mart online. When I received the item, it did not work in our decor, plus the product was inferior. I went to the WM website to get info on the procedure for returning an item. My message was directed to Kess. This happened three times and never got a response from Kess. I contacted WM again and they agreed to refund my purchase price. Kess has deplorable customer service and I will never order from them again. I would not recommend it to anyone! On the other hand, the reps at WM were very eager to resolve the issue to my satisfaction. Buyer beware!

To Whom It May Concern:
Complaint ID ***
The customer placed the order and we put it into production to be madeAll of our products are
made to order custom for each and every order which is clearly stated on our websiteAfter the
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production of the product was made and a shipping confirmation was created including tracking
numbers, she wanted to cancel the orderWe do not accept cancellations or returns once we have
shipped out the merchandiseOur return policy clearly states that we do not accept
returns/exchanges as we make every order custom to each customer
Due to the nature of our product line we cannot accept returnsThe customer then followed up with
an email demanding that we issue a refund and return the merchandiseWe made an exception and
allowed her to return it back to usShe did not return the merchandise back and we could not
issue a refund until we had the merchandise back in our handsShe then filed a Revdex.com complaint
without having returned the merchandise back to us
She has since returned the merchandise to us and we have issued her a refund back onto her card.
The issue has been resolved with the customer and we have cleared up any issues that were happening
with this orderI would like to get this removed off of our Revdex.com report as this was clearly a big
misunderstandingPlease let me know if you have any further questions or concerns regarding this
matter
Regards, *** *** Co-Founder Kess Inhouse

I just received a duvet cover with an insert that I ordered from Kessinhouse.comThe duvet cover looks NOTHING like it did in the pictureI also had several problems with their shipping procedures like they only sent me one tracking number when there were really two separate shipmentsThey also didn't put my unit number on my packages which made it a pain to actually receive my packages as I live in a huge buildingI am so disappointed with this product and they claim they do not refund moneyDo not order from this company!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***.
I do not agree with the content of the email and find that it is inaccurate, as I have included a picture showing that the company did receive the merchandise.
The business already refunded me and since it performed this action, I will consider this complaint resolved
Regards,
*** ***

I had been looking for something for my bed for months. A comforter, duvet it didn't matter. What matter was, it had to make a statement, at a price I was wiling to pay. I saw this duvet first on Amazon and really liked it. That is, everything but the price. Decided to go straight source, Kess InHouse. I found this duvet cover in their 80% off outlet at 65 bucks for king-size bed and a bed runner for 15.00 to boot. They arrived the bed runner is fine but, the duvet is crap. This thing is so drabbed out in appearance. Like it had been washed a 100 times before I got it. I knew it was going to be thin material and it is. 2 microfiber flat sheets sewn together with a zipper. I could spent a whole day and never get this to look like the picture shows on the website. Wish there was way to post a picture of this junk on here. Read carefully about outlet stuff. No returns or refunds! They got my money and shipping cost to boot. They can't for pay shipping ?

On 2-27-18 I email them. here is what I wrote;

I purchased from you Robin Dickinson Feather Green King-size Duvet and matching Bed-runner approximately four weeks ago. I lift it sitting in box it came, in since the first day I received and open it. The duvet looks nothing like the picture represented on your website. It's so drab and washed out, looking nothing like the runner. Which has vibrant shimmer in it's look. Placed side by side the duvet doesn't even match the color of the runner. I'd like to know, what can to done about is?

Kess InHouse response to my email on 2-28-18
Hello, Thank you for your recent purchase! After reviewing your order, both items were purchased from our Outlet Shop where all items are sold as is and final sale. Due to the image provided by the artist for printing, the final product may appear slightly different due to the nature of the material of the product, as well as the various screen resolutions.

We sincerely apologize for any inconvenience this may cause! If you would like, you can send us a photo of the duvet cover you received for further review.
More information regarding our return policy can be found here, https://kessinhouse.com/pages/faq
Best, Kess InHouse Team

On 3-3-18 I emailed the pictures they asked for and never heard from them.

On 3-9-18 I emailed asking if they had gotten my pictures, again you guessed it, nothing back from Kess InHouse.

On 4-5-18 I asked for help from BBB in San Diego, CA. where Kess InHouse is base. Hoping they could a go between for of us. No luck, After 30 days, Kess InHouse never responded back to BBB.

On 4-7-18 I emailed them again, with no response.
This week, I'm going to St. Louis County Mo. courts and filing a sued in small clams court. Maybe that will wake them up?

To Whom It May Concern,We have refunded the order that was cited in this complaint.  All of our outlet items are final sale, and it clearly states on the item description that it will contain some minor imperfections, which is why we are offering more than 60% off of the price of the regular...

merchandise.  We initially offered the customer an exchange for a different product that was already a compromise of our return policy.  I have attached screenshots of the information regarding the return policy and the product information.  In an effort to resolve the situation we have refunded the customer for the products.  Please see attached screenshot.  Please let me know if you need any additional information.Thanks,Kess Inhouse Team

To Whom It May Concern,
We have refunded the order that was cited in this complaint.  All of our outlet items are final sale, and it clearly states on the item description that it will contain some minor imperfections, which is why we are offering more than 60% off of the...

price of the regular merchandise.  We initially offered the customer an exchange for a different product that was already a compromise of our return policy.  I have attached screenshots of the information regarding the return policy and the product information.  In an effort to resolve the situation we have refunded the customer for the products.  Please see attached screenshot.  
Please let me know if you need any additional information.
Thanks,
Kess Inhouse Team

Totally dissatisfied with the product I ordered and their lack of concern. No return, refund or exchange is allowed!! Who does this beside Kess? They have no positive reviews that I can find. Their website looks great but the products are not quality and do not look like the pictures!!! Will never be back to order again!!

Review: I have several issues with this company. Their refund and exchange issues are not prominent nor do they clearly state final sale anywhere before purchasing.

Their refund policies are arbitrary....they said no refund and then said I could get an exchange.

Their products are costly, one hundred dollars to multiple hundred dollars for each duvet that is purchased online. What kind of legitimate online business refuses to refund your money when you are trusting that they are selling what they are advertising.

The bed coverings were not as advertised. One duvet was advertised as grey and is green and tan and it cost $124.50

The second product was a faded blue and not the bold colors they promised at a cost of $109.50

They said that some products have "minor imperfections" which I can deal with on a colorful duvet bed covering, however, these were not minor perfections, they were major dying and color issues....and the other was an incorrect description. They were way off with their descriptions and not as advertised therefore it is inferior and inconsistent with what they are charging and false advertising.

The customer service agent spoke to the manager stating let me see what we can do...and the manager refused to refund my money, instead offering that I spend the credit on unnecessary items like cell phone covers, and tapestries and other stuff that I do not need...at the tune to $234.00, wasting my money.

These are not fair practices for a reputable business....being unethical is not a good practice. If you are have fair practices with your customers, they come back and your business flourishes without any trickery.Desired Settlement: I want a refund. That is all. Not an exchange....A Refund!

Business

Response:

To Whom It May Concern,

I am a designer and was very excited to order bedding that had such unique art work. I can not express how disappointed we were when we received the products. The screen printing was completely off an a set of pillows and although the photos on the website show a "snug" fit pillow case, in reality they hand off the ends by about 4" which skews the images on the pillows. To top it all off the customer service was atrocious, they refused to recognize the faulty printing and claimed that their policy did not allow for and type of returns or exchanges, even if the product was not correct. What a complete waste of money.

Review: I placed an order on Saturday. And then cancelled the order on Saturday as well,

They emailed me on Monday morning and said

Once a product is ordered, it is out of their hands

Regarding any cancellations. It states that nowhere

On their website. They refuse to refund me or cancel

My order as no one will be there to accept the delivery.

They sent me the tracking number today, Thursday.

They have had 5 days to cancel the order and refused to.

I want my order cancelled, no delivery, and my money back.Desired Settlement: I want my order cancelled, no delivery, and my money back

Business

Response:

To Whom It May Concern:

Complaint ID [redacted]

The customer placed the order and we put it into production to be made. All of our products are

made to order custom for each and every order which is clearly stated on our website. After the

production of the product was made and a shipping confirmation was created including tracking

numbers, she wanted to cancel the order. We do not accept cancellations or returns once we have

shipped out the merchandise. Our return policy clearly states that we do not accept

returns/exchanges as we make every order custom to each customer.

Due to the nature of our product line we cannot accept returns. The customer then followed up with

an email demanding that we issue a refund and return the merchandise. We made an exception and

allowed her to return it back to us. She did not return the merchandise back and we could not

issue a refund until we had the merchandise back in our hands. She then filed a Revdex.com complaint

without having returned the merchandise back to us.

She has since returned the merchandise to us and we have issued her a refund back onto her card.

The issue has been resolved with the customer and we have cleared up any issues that were happening

with this order. I would like to get this removed off of our Revdex.com report as this was clearly a big

misunderstanding. Please let me know if you have any further questions or concerns regarding this

matter.

Regards, [redacted] Co-Founder Kess Inhouse