Kirkland's, Inc.

I canceled my order on 07Jun16. I have not received a cancellation email nor has the refund been sent to my back.Order Date: 25May16Order Number: [redacted]I canceled my order with customer service on 07Jun16. I was told that I would receive a cancellation email within 24 hours. As of 13Jun16, I still have not received that confirmation. I called customer service again on 10Jun16 and the representative insisted that the email must have went to my spam and that they order had been canceled. I asked her to resend the confirmation and she refused. The email did not go to my spam. I do not believe it was ever sent. I also have no confirmation that the order was even cancelled. As of 13Jun16, notification of the refund still has not been sent to my back and it does not take this long for a refund to post to my bank.Desired SettlementI want the order cancelled and I want the refund of $213.49 to be processed immediately.

Kirkland's website had two promotions listed as active which I took. Kirkland's is now refusing to honor the free shipping promotion. On 9/13/14 I placed an online order at kirklands.com. They had 2 promotions listed on their website; Free shipping for orders over $50 and $20 off orders of $100. I called customer service before placing my order because when I tried to checkout, I couldn't find the free shipping code. I was told that it is no longer active, but since it's still on the website, they will give me the refund if I call in with my order # which I did right after I placed the order. A few days later I emailed customer service for the status of my refund and was told simply that I didn't qualify since I took the other promotion. I explained that I was not told I could only use 1 promotion and then the next 4 emails of mine were ignored (in a period of several days of me just trying to get a response) until I threatened filing with Revdex.com. The email I got was only regarding a broken mug and had no mention of my shipping refund. I even asked them to forward the email chain to a supervisor but don't think it was done. They are rude and entirely unprofessional. All I want is my shipping refunded which was advertised on their website and also was confirmed to me on the phone. My order # is XXXXXXX. I've spent so much time trying to get this resolved. Any help is greatly appreciated. Desired SettlementI want my shipping refunded. They should also seriously consider training their entire staff on proper customer service.

I was promised a full refund for something and I did not get it.On 8/9 I received a set of canisters I ordered. One of them came broken. I spoke to "[redacted]" in ** who told me that I can keep the product and she would issue a full refund, but asked me to send a picture, which I did. After sending the pic, I received an email stating I would received a partial discount of 6.66--for the one canister. This is NOT what I was told!! Today 8/12 I spoke to [redacted], who told me I need to return the other 2 canisters and claims I was never promised the refund. This is ridiculous and unacceptable. I discarded all of the packing materials because I knew I was getting the refund. I have already put food in these and why should I have to buy packing materials to send these back when I was told I would be refunded. I want the rest of my refund now! I will NEVER but another thing from this company. [redacted] admitted to me that they are having problems with people getting defective items.Desired Settlementa full refund for the shipment, I now only have a partial set of something.

CC charged for product, was told item was shipped and would arrive at store by 3/28/16. Item never arrived, refusal to cancel order or resend item.Order #XXXXXXXAfter 2 weeks since ordering this item, I still had received no update. I called customer service, and ended up getting transferred to the corporate office. I was told that Kirklands was updating their distribution centers, that they delay was on their end. I asked for item to be canceled because of the delay. Was told they could not cancel the order. Asked product to shipped directly to my home because of the delay, was told that they could not do that as product was already on the truck for delivery. Was told to call back the next day for a price adjustment.Next day was told item left on truck at approx. 8am. Was given 15% off. Was told item would arrive at store Monday 3/28/16, and would be ready for pickup 3/29/16.Called store on 3/29/16. Item was not packed in shipment.Called corporate number 3/26/16, was told that shipment should be there next Monday. Customer service workers refused cancelation of order, and refused to rush ship the item to me. Told me I had to speak to 1 person who was on vacation. Got transferred to her voicemail. Called back was told manager was in another building. Operator said she would email the customer service manager to respond to me and guaranteed a reply by the end of day. 2 hours later, still no response. Antoher call made, was told manager was in a meeting. Left another voicemail. I am about to dispute charge on my credit card because of Fraud. I have been charged for a product that I have yet to receive despite them saying they don't know why the store did not get the item.Desired SettlementI want overnight delivery of my item to my home.

Online purchases returned for refund on January 7 and no refund yet keep getting the run around with each callBought on January 5 and was sent to the Tuscaloosa store on the 7th never took merchandise from the store was returned on arrival to store they did not want to give me proof of return but I insisted and they gave me a copy of the order and I signed it stating return on it for refund. I was told it will take 5to 7 days and each time I call they say 5 to 7 days and that another department handles refundDesired SettlementRefund for $43.58

Only one item of a [redacted] Framed Art Prints set of 2 delivered.I had ordered [redacted] Framed Art Prints set of 2 item # 126970 online from Kirkland's. When we received shipment only one print of the set came along with another item we had ordered. I immediately called Kirkland's to complain and was told by customer service they would send the other print of the set and would send us an email confirmation the very next day.After two days went by and no email confirmation,I called Kirkland's again on Friday and was told that they were waiting to hear from the corporate office, whatever that means, and they would call me back on Monday.That Monday, I called them back (being that they didn't call me back) and was told that the print was on its way and I would receive if at the very latest on Thursday.However when I asked for a tracking number, customer service said that "they don't give it out for these sought of things". It is now Friday and I have still not received the print. I think this is irresponsible and unprofessional, especially considering that Kirkland's is a retail chain of stores.Desired SettlementI want to receive the other piece of the set that I had paid for and spent shipping and handling on.It is the one that has only one butterfly on it. The are still selling it online, so they still have it.

Failure to refund return shipping costs.After placing an order, I called and cancelled that order. It was cancelled. Kirklands agreed it was cancelled. Then Kirklands shipped the items anyway. I contacted Kirklands and was assured it was a mistake on their part and if I shipped the entire order back, they would refund the shipping as well as the order cost. It was a large order and was not a simple thing to take it to UPS and carry two large packages in, after making a special trip into town to go to UPS. I was not refunded the shipping. I have contacted Kirklands multiple times, and they simple do not respond.Desired SettlementAll I want is my $13.95 refunded back. It's not the amount that is important, it's the principle of the trouble Kirklands has caused me. I certainly won't be shopping from them again.

I purchase a candle set from a company name Kirkland's for $32.99. I received a confirmation from Kirkland's concerning my order I placed, but it was the wrong item. Kirkland's gave me a item that I didn't purchase, so Kirkland's decided to replace my original order with a different product because the item I purchase Kirkland's didn't have it stock. I called the company several time and was given the run around, ask to speak to a supervisor I was connected to a voice mail, I finally was able to talk to a customer service rep, and was told by the rep that Kirkland's would cancel my order and refund my money back, Kirkland's company have not issue me a refund yet.Product_Or_Service: 2 candle holdersDesired SettlementI want Kirkland's to refund my money back for the wrong item and I didn't receive, Kirkland's knew that they didn't have the merchandise in stock and still took my money off my credit card, I think other customer should no about how Kirkland's deal with there customer's

Placed order 7/24/15. Received damaged clock. Sent proof as requested. Now only refunded partially but invoice states refund in full if damaged.Placed order 7/24/15 for a beautiful clock. Total $25.38 shipping & all. Received clock in the mail and the face was cracked. The hour hand also dangled making the clock not usable. I did the online chat at [redacted] and spoke to [redacted]. She gave me a email address to send pictures/video of the damage. I do this. I receive an email on 7/31/15 stating my refund request has been sent to the return's department to assist. I still have not received info on when to expect refund. So I believe the following Monday I do the chat again with [redacted] and ask when to expect refund. She states it will be 5-8 business days. So I wait until 8/9/15 and ask via Kirkland's email ([redacted]) when to expect refund? NOW I get an email stating the refunds department ask for me to send item back! All of the chats and emails I encountered they never ask me to send back yet. Any how I do this. I did ask why it took so long for someone to tell me they want it back..Otherwise why send the pictures and video?? The back of the kirkland's invoice states " We are unable to refund shipping charges for orders placed on [redacted]UNLESS* you receive an item that is damaged. This is exactly the case. On 8/12/15 I receive a email from [redacted] stating I have received a partial refund of $18.43. Which is $6.95 less than what I paid. It is not my fault I received a damaged clock. I just don't see why it's such chaos to return a damaged item. Unfortunately Kirkland's is not holding up to the contract on the back of the invoice.Desired SettlementI wish to receive my full refund as I have been trying to do all along.Final Consumer Response Full refund has been issued.thank you

Lied to by multiple store managers and customer service reps; money never refunded after returned purchaseIn December 2015 I purchased a print online to be delivered to the store (Order Number: XXXXXXX; Order Date: 12-13-2015; item number: XXXXXX). The order was paid for prior to delivery. I picked up the order and upon opening the package once home, realized it had been damaged. I returned the purchase to the store and was told a replacement had been ordered. After 2 weeks I inquired to a manager in the store and was told the order was never placed, but she would put in the replacement order. After several more weeks, I called customer service and was told the order was again never placed and that the product was no longer available - a refund would need to be made. After several weeks, the refund was never returned to my bank account and I called customer service again. I was told the system was showing that the order was still in process, and the representative went through the process of fixing the issue and telling me the refund would return to my account within a few days. I received an email confirming the return and ensuing refund, but after 2 weeks, the money had not been returned. I called/talked to multiple customer service reps and each told me the refund had been processed and it must be an issue with my bank. Upon contacting my bank, they informed me that no refund had ever been processed, and the bank (Chase Credit Card Services) went through the process of contesting the original charge. I was just recently contacted by Chase to inform me that Kirklands was denying the charge contest, saying I had picked up/received delivery of the product, despite my having email proof (email from Leesa M[redacted], Customer Service Manager on 4/12/16) that they acknowledged the return of the product.Desired SettlementAt a minimum, I expect Kirklands to refund my money that they have inappropriately kept for 6 months. Ideally, I would like to be contacted by someone from Kirklands with an apology and explanation for how/why this HORRENDOUS customer service and "theft" of my money could be allowed to happen over such an extended period of time.