Klaff's Bath & Decorative Hardware

Review: I purchased 2 [redacted] medicine cabinets, two vanity lights, and 2 [redacted] side kits for surface mount installation at Klaff's on December 18, 2014. The contractor attempted to install both cabinets on December 19, but one of the side kits was missing several pieces. The contractor was unable to install one of the two medicine cabinets. I called to speak to [redacted], the salesperson who sold me the cabinets on December 20. I was told she was with a customer and provided her voice mail. I left a detailed message as to which parts were missing with my contact information. I did not receive a reply, so I called again on December 23rd or 24th. [redacted] was again with a customer, so the operator I spoke with said he would e-mail her a note to listen to my voice mail and to return my call. Again, I heard nothing back. I called again on December 29th or 30th, and was given [redacted]'s voicemail, but her message said she was out. I insisted on speaking to anyone in bath, and was transferred to a gentlemen who first asked me to pack up the side kit with missing pieces and drive to Klaff's to exchange it. I did not think I should have to hire a babysitter after waiting a week and a half for a call back and drive fifteen miles to get missing pieces. He then offered to have the Klaff's warehouse ship the missing pieces. He put me on hold, tried to call the warehouse, found out it had closed at noon, and promised to call me back the next day to confirm the situation would be resolved. I did not hear from him the next day. I called Klaff's again that afternoon, and while I unfortunately did not get the gentleman's name the day before, when I described the voice, the operator thought it was someone names [redacted] or [redacted] or something like that. He transferred me to that gentleman's voice mail, but his voice mail said it was not taking messages. So I was transferred back to the operator, who put me in his assistant's voicemail. I left another detailed message. Again, I never heard back. I called again on January 3rd (two weeks from my original call) and asked to speak to the store manager. I was transferred to his voicemail, which provided me his assistant's extension. Rather than leave another message, I called back and tried the assistant's extension. Her voice mail said her day off is Saturday. I called back the operator and asked again to speak to the store manager, and said I did not want to leave another message as I am not getting calls back. the operator offered to transfer me to his assistant, at which point I told the operator that the assistant's voice mail said she was not in on Saturdays, so that definitely would not have resulted in a call back to me. I asked to speak to the manager in person, and was told he was in a meeting. I then explained the whole situation and why I did not want to leave yet another message to the operator, who then was able to get [redacted] on the phone for me. [redacted] told me she did not get my prior two messages, that someone else takes her messages and she never got them. She promised to call the manufacturer on Monday, get the missing pieces (which I gave to her again on the phone), and call me back on Monday. I asked her to please, please call me back Monday. It is now Wednesday, and I have heard nothing. I tried to call again this morning, and again, she is unavailable. When the operator said he would send an e-mail to have her call me, I informed that she doesn't get any messages, that someone else takes her messages, and asked him to please be sure she received the message. I explained to the gentleman why I was upset, and that if I did not hear from someone I would be filing a complaint. It did not seem to me that the manager was willing to speak to me last week. I have not heard back from her yet and it is now 4:00 on Wednesday. I do not understand this unwillingness to contact a customer to resolve an issue, to not do what you promise and just call someone back with an update. I have purchased a lot from Klaff's over the years, for both my old house and the current one, and guess I am lucky that nothing else was defective because I had no idea it would be so difficult to get them to stand by something they sold.Desired Settlement: I want the missing pieces delivered to my house ASAP at no charge to me. I would prefer them delivered as soon as possible, since the contractor will only make one trip back to finish up the last pieces, and these parts are the only thing I am waiting for.

Consumer

Response:

I would like to withdraw this complaint at this time. I'm happy to update the complaint on the website, if you provide the instructions to do so. My phone provider was switched from [redacted] to [redacted] on Tuesday, due to the buyout of [redacted] by [redacted]. Apparently, [redacted] added voicemail to my phone, which was not something that I had before. I normally use my answering machine for messages. My phone was making odd noises, and when I called [redacted] today, they informed me that the noise meant I have voicemails. Since I have never set up voicemail on my phone through my phone provider, I was very surprised at this. They walked me through setting up the voicemail, and when I finished I had six voicemails one of which was from [redacted] at Klaffs from Tuesday morning, telling me she had called the manufacturer to order the missing parts. Had I received this message, I would never have filed the complaint. So I would like to withdraw it at this time and will follow up with [redacted]. Sent from my [redacted]

Review: We purchased several items from Klaff's lighting department via our designer. These items were represented as customer orders that would have a 4-6 week lead time, which was acceptable to us. We placed some of the order in October 2014 and some in early January 2015. It is now March 11th, 2 months after the later order and 5 months after the first, and Klaff's continues to move their dates back. Meanwhile, the products are either in stock or available within 2 weeks from several online retailers. They are requesting a "restocking fee" to cancel the order, even though the order was never delivered, it's for a standard (non-custom) product, and they can't even commit to a date for delivery. This is not the first time they've pulled these stunts, but it will be the last time I ever work with them. Consumers should beware - Klaff's will take your money and live off the float for as long as they like. It's borderline criminal.Desired Settlement: A full refund of all fees paid and a credit for the time an inconvenience. I will not be continuing with this order and have already ordered replacements via other suppliers.