Kolo Retail

Review: I ordered a photo book from them on 12/27/14, needing it by 1/30/15. I was told on 1/26 that the photo book would not be made in time due to production issues and was told I would get a full refund of my total paid of $127.00. Since then no one answers the customer service numbers or the regular number they have listed online and no one has responded to my multiple emails regarding my refund. not only did they leave me with less than a week to find a suitable gift replacement, but now I am out the money that I paid that they IMMEDIATELY deducted from my account upon purchase of said photo album.Desired Settlement: I want a FULL refund to the card charged, ASAP, as promised by one of their customer service reps via email(proof).

Review: I ordered an album for my mother-in-law for Mother's Day. I entered the proper shipping and billing information. Her gift, unfortunately, was shipped to me (in Brooklyn) instead of her in Ohio. It arrived the Saturday before Mother's Day. Kolo does not offer customer service on the weekends (problem number 1 perhaps). I called first thing Monday morning and spoke with the first "customer service" person [redacted] I explained, she verified it was Kolo's mistake and that they could send my mother-in-law another album by Thursday. I expressed dissatisfaction that it would take that long given their mistake. I was also shocked when told I would need to take the album sent to me in error to fed-ex myself to return it (though was told I would be mailed a prepaid label). [redacted] told me she would check with her supervisor if they could overnight a new album to my mother in law and would get back to me on email. She did, at the end of the day, let me know her supervisor would only approve three day air. I told her it was unacceptable and to please share her supervisor's details. She did not respond.I called again on Tuesday, 5/14 and spoke with [redacted] who was more apologetic than [redacted] but still could not give me any answers or make any decisions to rectify the situation. She listened to me but only said she needed to speak with her supervisor, [redacted] about the situation. She was to get back to me with an update which she did a few hours later only to say she had no answers-was the new album shipped? Would they overnight it? Why do I have to return the one they sent in error...I would think they would say just keep it for your trouble.Now, three days later I still don't have an answer, my mother in law has no album and I am still responsible for returning an album sent to me in error.I am appalled at Kolo's customer service, that this was not rectified by overnighting a new album immediately (to the right address) and I still have to return the other album.

Product_Or_Service: [redacted] Album

Order_Number: XXXXX

Desired Settlement: DesiredSettlementID: Other (requires explanation)

At this point my mother in law SHOULD receive the album today (Thursday 5/16) or tomorrow-we'll see. But it should have been overnighted. I should not have to work to return this other album-Kolo should offer to let me keep it for their mistake.