MyKnobs.com, Inc.

Review: 4/* - Shipped returned product with tracking as requested with RA#. Tracking of the package increased the shipping rate.

4/* - Product delivered at location.

4/* - Sent email to Myknobs.com with package tracking information and received the following in a reply email: Thank you for the tracking information we will mark in our records so if there is any delay on you credit we can vouch with your tracking information. Please be advised it takes about 1-2 weeks from the manufacturer to send over a credit from received of the merchandise to be able to issue a credit.

4/** - Sent email to Myknobs.com inquiring: Good morning, I have been watching my account and have not yet found a credit for this return merchandise. Would you please be able to provide an update? The merchandise was delivered on 4/* which falls into 'Please be advised it takes about 1-2 weeks from the manufacturer to send over a credit from received of the merchandise to be able to issue a credit.'

4/** - Received reply email from Myknobs.com: Thank you for placing your recent order with Myknobs.com- Please be advised we have received your order inquiry/request. We have submitted this information to the manufacturer and will respond to you via email within once credit is posted on your account.

4/** - Called Myknobs.com at 9:00 am ET and spoke to a customer service representative. I was told I would "probably" get my credit today. I asked to speak to a [redacted] and was told the [redacted] does not arrive until 10:00 but she would call me.

4/** - Called Myknobs.com at 11:45 am ET and spoke to a different customer service representative. I asked to speak to the [redacted] and was told she was on a conference call. I was then told the credit was issued this morning for $38.83. I explained the amount was not correct. I was told that I would not be reimbursed for shipping. When I questioned why I was not getting a full refund on tax, I was told that tax is calculated on the total of the order so I would not get back the full amount. I have never been taxed on shipping rates by any other merchant. I was told by the customer service representative that she would send an email with my credit amount. I again asked to have the [redacted] return my phone call.

4/** - The [redacted] at Myknobs.com has not returned either of my two messages. I have not received a credit (wrong or otherwise) on my account as of this morning and I have not received a confirmation email with my credit total.Desired Settlement: 1. I would appreciate a return phone call from the [redacted].

2. I would appreciate the full amount of credit to be issued.

3. I would appreciate a good will effort toward the level of effort I have put into tracking what belongs to me. I followed all of the instructions that were asked of me as a customer but did not receive the same level of customer service in response.

Business

Response:

Please be advised as per New York State Department of Taxation and Finance

When a taxable product or service is sold, any charges for shipping or delivery that the seller includes on the bill become part of the receipt subject to sales tax. If a customer separately arranges and pays for delivery of a taxable item by a third party, the seller of the item will only collect sales tax on its charge

Sales including both taxable and nontaxable charges

When taxable and nontaxable products or services are combined into a single charge on one bill, the entire bill is taxable, including any shipping or delivery charges.

When charges for taxable and nontaxable products or services are listed separately on a bill, sales tax is not collected on the nontaxable charges. However:

• If only one charge for shipping or delivery is listed on the bill, the entire delivery charge is treated as part of the taxable portion of the bill.

• If the charge for shipping or delivery is fairly allocated between the taxable and nontaxable products of the bill, then only the

We have attached the link below.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

It is clear that myknobs.com has instituted policies they hide behind. Customer service representatives are well trained to start their sentences with "Our policy states...etc...". Even when I challenged the organization on customer service, the only response I received back was more policy. When I read positive reviews online they are from orders where customers did not require intervention from a company employee. When customer service is needed myknobs.com falls on their face. Employees are unable to steer from the script and management ignors the customer.

For resolution, I would like the Customer Service [redacted], to return my phone calls and apologize for the over due credit. I wonder if the owner of the company knows or is interested in how staff dismisses the needs of customers.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please be advised credit in the amount of $38.83 has been issued to your American Express on 4/**/14. We have emailed you a copy of the credit memo for your records. We would like to offer you free shipping and an additional discount on your subsequent order to compensate you and keep you as a future customer.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

Yes, you did provide the credit I was owed (late) and you did email me a receipt (late) on 5/*/14. However, I have yet to speak to either the [redacted] or someone higher in your organization. I have asked for a phone call on numerous occasions of which I would be happy to list in order of date if you would find that helpful. The only correspondence I have received from you has been through email and only when I initiated the issue. Again, I can only impress upon you that your level of customer service is lacking.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I purchased a set of knobs from this company on September**, 2014 and they where not the style I needed. I requested a return authorization on September[redacted]. It took repeated phone calls but finally got one around October[redacted]. I returned the knobs at my expense and they received them on October[redacted].

I have made several phone call to the Company for my refund of $46.65 but they are not giving it to me. They told me it was in process on 11-**-14. On 12-*-14 they again said it was in process and would expedited it with supervision. As of 12-**-14 I still do not have my refund.Desired Settlement: I want an immediate refund to my [redacted] Card for $46.65.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order for several products from MyKnobs.com. When I received the items, my wife and I decided to check with MyKnobs to see if we could return them, we weren't sure we liked the finish we picked out. I contacted MyKnobs, via phone, to discuss our issues. While discussing with the girl on the phone, I specifically asked, "are there any service charges on this return." (I asked this question to help us decide on wether we would keep the items or not). She responded, "no, there are no service charges on the returns." (I had products from two different manufacturers) the girl gave me two RGA NUMBERS and gave me instruction on how to do it. She also told me, we would receive our credit within 7 to 10 days once they received the products. I sent them that evening and within 2 days, the products were back. Approximately, 30+ DAYS LATER, and 3 PHONE CALLS LATER, I received a credit, LESS 25% RESTOCKING CHARGE..... I called MyKnobs, SEVERAL TIMES, I was told I need to speak with [redacted]), she NEVER TOOK MY CALL. Also, every time I tried to get through to her the rep was very, very rude. I just want to resolve this issue and I want my money back. Anything else, is UNACCEPTABLE!!!!!I WILL NOT LET THIS ISSUE GO UNTIL I RECEIVE ALL OF MY MONEY......ALSO, on the second order, it took OVER 40 DAYS TO RECEIVE MY MONEY BACK, AND SEVERAL PHONE CALLS TO GET IT... In my life, I have NEVER, had a buying experience like this one, EVER......ps - My at tourney is fully aware of what is going on, here, and ready to file if necessary.....Desired Settlement: To have the restocking fee refunded to me 100%, anything else, unacceptable!!!!

Business

Response:

ID: [redacted]

Review: I ordered some European Bar Pulls for kitchen cabinets from the myknobs.com website. On the website they were advertised as being 1/2" in diameter, but when I received them they were only 3/8" in diameter. The company agreed to refund my purchase but required that I pay the return postage of $16.68

I don't think I should be responsible for the return postage. I ordered the product based on the information on the website, which was incorrect.Desired Settlement: Would like to be reimbursed for the return postage.

Business

Response:

Please be advised we have credited your Mastercard account for the full amount of your order $205.23. We regret that you were not satisfied with your initial purchase. We would like to offer you free shipping and an additional discount on your subsequent order to compensate you and keep you as a future customer.

Review: I placed an order online for some of the company's products. The total came to US $244.95. After entering my information, name, address, country etc., it provided an additional choice for shipping. I chose the $98.00 option for shipping to the Philippines. I accepted the agreement on the website, and paid the full amount (product plus shipping) via [redacted]. I received the notification from [redacted] with a transaction number, then another email shortly after confirming [redacted] had paid the company the full amount for the transaction. Approximately 2 hours later, I got an email from [redacted] cancelling the order, with no reason given. They claim they are refunding the full amount, which would be fine if I was a US customer. They don't want my business, I can go somewhere else. The problem is, I am an international customer, so exchange rates are involved. The rate I get charged when I purchase is not the same rate I get when a refund is applied, same as the buy/sell rates for foreign currency. The end result is that it just cost me money for nothing. Lots of US companies doing business online don't want foreign customers other than Canada, there choice. But, the majority of them make that clear upfront, no choice for shipping address other than USA or Canada, so there is no way to complete the transaction. [redacted] has a shipping policy including domestic and international shipping information. Nowhere does it say they do not ship internationally, or state any specific conditions required for international buyers. They should not be accepting international orders online only to cancel them without reason. They should fix their website to make it clear they don't wish to do international business transactions, and make it impossible to place an order without contacting them by email or phone.Desired Settlement: I would like them to reinstate the cancelled order, and ship me the products originally ordered for the agreed price. I would like them to fix their website like the ethical online retailers do, when it comes to international orders.

Business

Response:

First and foremost, we truly apologize for the complexity this may have caused. Unfortunately, all order shipping outside of the United States will incur an additional shipping cost due to higher rates. Our shipping policy clearly states the following. We do not accept credit cards issued outside the United States because we are unable to verify the information. Orders with this information will be flagged and put on hold. You will receive a separate email with the additional shipping charges and instructions on where to send payment. Payment must be sent in the form of an international money order or bank check. Please accept our apology your satisfaction is extremely important to us and we apologize for the inconvenience you have been caused. Should you have any questions, please do not hesitate to contact me.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]I am not concerned about the shipping charges, I am well aware that the shipping charges are higher for International shipping. This was NOT a credit card purchase it was [redacted]. The issue is that you specifically accept orders from the Philippines, since it is not a country that is NOT in your web interface drop down box. Companies that do not wish to accept orders from other countries and/or specifically from the Philippines do not include those countries in the drop down menus for shipping location. For example, many US company websites have only 2 choices for country: USA or Canada.[redacted] accepts [redacted], includes the Philippines as one of the countries for shipping address, and does not then block the transaction due to country choice. The issue as I explained in the complaint, which the staff at [redacted] fail to comprehend again, is that you accept the order, charge my [redacted] account, then later decide you will not process it due to my being an International customer and cancel the transaction. Now the cancellation, will refund my [redacted] account, however, the actual refund I receive is not the actual amount I had to pay.Example: Lets say I am a Canadian customer and I use their ([redacted]) to order $1000.00 US of product. They accept the order through [redacted], then later refuse the order. They refund the $1000.00 US. The issue is [redacted]/Credit Card charges a fee for currency exchange as well as the rates being different for a charge or a refund, just like buying/selling foreign currency at a bank. So lets say my cost was $1200 CAN for the purchase transaction, then you refund the $1000.00 US, and the amount I receive is $1100.00 CAN. As you can see it just cost me $100.00 CAN for the pleasure of not doing any business with your company. Reputable companies do not accept the transaction and process the payment, then manually refuse the payment later. Try some of your competitor's websites, if they won't ship International, or special conditions apply, the transaction cannot be completed online, and nobody loses any money. That is the reputable way to do business.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

We really want to thank you for your input and we do appreciate hearing from our customer, as their comments are vital for us to continue improving our services.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,

Review: I placed an order for hardware for a kitchen remodel. For whatever reason myknobs.com shipped my order in 2 different shipments. The first package arrived intact and packaged properly. The second package arrived several days later and the package was left on my porch and the package was completely destroyed. Not only was 19 of the 24 handles missing, the 5 remaining knobs and screws were laying loosely in the box with zero packaging to prevent damage. After several phone calls and emails to MyKnobs.com I keep getting told that they're processing an order for the missing pieces and they're trying to get a claim from UPS. It has been several weeks and I still have not received any knobs or a refund. The only person at a loss on this situation is me, who is out $150, and I have only received $40 of my order.Desired Settlement: I no longer want any involvement with this company. I have never dealt with such poor customer service, such poor shipping, and complete lack of any willingness to help their customers. I will be returning the few items I did actually received and I want a full complete refund. MyKnobs. Com can then deal with UPS to obtain their claim for the damaged box. I won't be the victim in this situation who had their money taken and no product to show for it.

Business

Response:

We truly regret that a portion of your order was damaged during transit. We have initiated a UPS claim and have also attempted to issue full credit on the 24 pieces. However, since you have denied the charges with PayPal we are unable to refund your account. We receive the following error message:

PayPal Transaction

The PayPal Transaction Confirmation page displays the details of PayPal transactions. The page displays the result obtained from PayPal.

Error Code

Error Message

Because a complaint case exists on this transaction, only a refund of the full or full remaining amount of the transaction can be issued

We will need to wait for PayPal to resolve the dispute at this time. Even though we do whatever is possible to insure that our customers are satisfied it is unfortunate that errors like this one happened. We truly apologize for any inconvenience this may of caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I have never rejected any claim for a refund. I do have a claim against this company through PayPal to attempt to recover my refund. I have never been contacted in any manner for acknowledgement of a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

This is completely ridiculous. The only person out in this case is myself. I have had $150 stolen from my account and neither the seller nor the credit card company is honoring their commitment of buyer protection. So now I'm expected to be taken for $150 and wait an entire month before I can expect a refund.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please be advised Chargebacks are initiated and handled by the buyer's credit card issuer-not by our company and therefore will need to follow that company's regulations and timeframes. PayPal often plays a role in resolving chargeback disputes in a timely manner. We truly apologize for the inconvenience.

Review: On 1/*/14 I placed an order for cabinet hardware through myknobs.com. I received an email confirmation, however, my order was never entered into their system until 1/*/14. The product was supposed to ship within 3-4 business days. This did not happen. I called repeatedly to speak with customer service to find out why the product did not ship as scheduled. No one could tell me the reason except that there is a separate department that emails the manufacturer and notes were documented into my account.

I asked if Myknobs.com would agree to pay express shipping charges for my items since they ddi not ship in a timely manner. They did not ship until 1/**/14. According to Myknobs.com, a request was approved by the [redacted] to ship my product overnight air, however, that did not happen. On 1/**/14, I received an order status update that my items shipped UPS Ground instead. I will not receive my product until 1/**/14 - that is 17 days after order was placed.

I feel that I should receive some sort of credit towards the purchase price of my cabinet hardware for my inconvenience and lack of concern for my order delay by Myknobs.com.

I have a call into the [redacted], but have not received a return call at this time.Desired Settlement: I would like a credit towards the purchase price of my order to compensate for the confusion over the product availability and delivery issues.

Business

Response:

Please be advised the order placed with our company was unfortunately delayed due to the holidays and the end of year inventory count. Your order has shipped via UPS [redacted] and is currently in transit. We truly apologize for the inconvenience and we hope that you will give us another chance to serve you in the future. We would like to offer you a discount on your present order as discussed via phone and free shipping with an additional discount on your subsequent order to compensate you and keep you as a future customer. We appreciated your business and are most willing to accommodate you in any way possible.

Review: Their customer service Is lacking any normal business etiquette and manners. I ordered a set of tiles to have it installed by a company in my home. 1. this company did not inform me BEFORE they shipped the order, that they could not full fill that order in full. I was informed after the fact, via sending me an email that there would be a second shipment. 2. I was robbed of the possibility to choose another tile that could have been shipped in one order. 3. I now have to have the installers come back for a second and third trip to finish a job, which cost me way more additional moneys. 4. What if the tiles don't match 5. The tiles missing tiles, second shipment have arrived and are all broken. Numerous calls and emails have been answered rude and snippy by their customer service personal. I send an email with attachment , pictures of tiles broken and am now really fed up.Desired Settlement: I now am so upset, I do not wish to deal with this company anymore. I don't get anywhere with them anyway via phone nor email.

Refund

Business

Response:

Unfortunately, there was an error during shipping and your order was shorted (3) three tiles. First and foremost, thanks for letting us know about the shipping error so quickly. We understand how exasperating this has been for you and we are deeply sorry for the error and hope that the (2) two separate replacement orders will straighten out this problem. We are not taking your dissatisfaction lightly. We have listed the (3) three separate UPS tracking numbers for your records.

Thank you for your patience and please be assured that we will do everything in our power to ensure that this type of error does not surface in the future. We hope that you will allow us to serve you in the future.

Consumer

Response:

have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

These people are not honest.

I was informed AFTER THE FACT of them shipping my order out, that they could not fulfill my order in full. Which caused me to have to pay the installer twice to come over and do his job. Because they did not inform me up front. I also could not chose a different tile to have them shipped in one order and I don't have to dish out extra money for the installers second trip.

The additional shipment received after 2 weeks (3 Tiles) were all damaged tiles, of which they were informed by me. I saved my emails. They only replaced ONE tile in a 3rd shipment and that still leaves me with a 3rd trip for the installer to come back, which will cost me additional money. If I go thru with this.

At this point I have spend so much extra money due to their poor customer service, by not informing me of the situation up front, I wish to be reimbursed. Especially since only 1 tile was replaced of the damaged tiles of which they have photo's. The situation is so bad now that I have to have all tiles removed because 3 of them are unusable. I am requesting reimbursement of the full amount I spend with their company. This is a nightmare! Thank you very much. [redacted]

?

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Unfortunately, since the material will not be returned we are unable to issue credit. We also decline any future reimbursement.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

It is apparent that the company sells and ships broken mosaic tiles, incurs additional costs for the buyer as described previously in my complaint, and is unwilling to work with the Buyer/Customer.

It is also my experience that this company has a very curt and rude attitude, via telephone service to resolve this issue prior to filing a complaint with the Revdex.com.

I give up, and that is apparently what this company is counting on.

This is NOT resolved, Revdex.com, you may close this case unresolved, it is a shame how one discovers some companies work ethics.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Review: I ordered a handle for a dresser. I measured the dimensions and when I received the product it was off by a 1/2 inch. The product also appeared way smaller over all in appearance like a doll house dresser (which the manager tried to sell me again after I called to complain ) But regardless of they actual size... the listed dimensions were not the same as the part I received. This is false advertisement. When I tried to return they put me through a rigorous process and hung up on me 7 times. They finally allowed for a return, but I am responsible for shipping back and they will not reimburse for the shipping I already paid. In the end if I return the product I will be out money and no product. This seems like some kind of money eating business. It is the worst internet dealer I have ever dealt with. Some kind of scam.Desired Settlement: I want a complete refund of all expenses I have put into this item including shipping and handling. It has been completely ridiculous .

Business

Response:

Please be advised the customer purchased a drop pull that was 3" centers. We have emails from the customer advising us that they actually needed to purchase a 4" center. We emailed the customer several options of 4" center drop pulls and advised her that she can keep the merchandised and avoid incurring a shipping charge to mail it back to us and that we would issue full refund on the merchandise purchased once a subsequent order was placed for the correct size. We will forward over all email and live chat correspondence we have had with the customer to provide proof that we have not ignored the customer or her request to return. At this time if the customer would like to return the merchandise she may do so by shipping the merchandise to:[redacted]

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

[Your Answer Here]

I want to clarify something the handle I ordered was supposed to be three inches, but in fact when my husband measured it it was only 2 and half inches. I needed a four inch handle ,but either way this was half the size I needed and a half inch off from what was even advertised. If you read the emails that were sent back and forth you will see were I stated it was half the size that I needed. Like I said either way your company sold me something that was a half a inch off. So even if I needed a three inch handle the holes would not match up. I have never seen such false advertisement in my life.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,

Business

Response:

Please be advised full credit in the amount of $18.34 has been issued to the cardholders original form of payment. They can keep the item and do as they please with it we do not require it back.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me and the matter has been resolved.

Sincerely,