Below is an email thread. Enjoy.
Dear Valued Customer,
Thank you for your email. We apologize for any inconvenience caused. You may adhere to our normal return policy to send the item back to us for a full refund. You can print out a postage paid return shipping label on our website under returns and exchanges or the item may be returned to your local Kirkland's store. You may call us at *******855 for further assistance.
https://www.kirklands.com/custserv/custserv.jsp?pageName=Returns&icid=footer_ReturnsAndExchanges
Kirkland's Customer Service
Bring Happiness Home________________________________________
From: Patricia Trentham
Sent: Sunday, November 1,2020 3:23 PM
To: Kirklands <*******@itmmarketing.com>
Subject: Re: Damaged Item/$#*!ty Customer Experience Submission
Still wondering how 15% off brings happiness home after an experience like this.
Trish Trentham
Outlook for iOS________________________________________
From: Kirklands <*******@itmmarketing.com>
Sent: Thursday, October 15,2020 8:18:31 PM
To: *******@gmail.com <*******@gmail.com>
Subject: Re: Damaged Item/$#*!ty Customer Experience Submission
Dear Valued Customer,
We apologize that you have received this item slightly defective. We can provide a discount of 15% off the price paid, to keep the item as is. I do apologize once again. Please reply to this email or call us at 1-*******855, so we know how to proceed. Thank you once again.
Kirkland's Customer Service
Bring Happiness Home________________________________________
From:
Sent: Friday, October 9,2020 6:16 PM
To: *******@kirklands.com <*******@kirklands.com>
Subject: Damaged Item/$#*!ty Customer Experience Submission
Hello
I am writing to seek a some sort of monetary bequeathment for the damaged item that was purchased under Order number *******, but also for all of the wasted time and mental anguish that has resulted in the attempted procurement of two side tables from Kirkland's.
Let me take you back to a time, long, long ago... August 30th. This is when I placed my order for TWO Carey Cream Accent Tables, item number ******* under order number *******. My order confirmation indicates that orders ship in 4 to 8 days, great! Wrong. The order did not ship until 9/18 and I did not receive the box until 9/22. The order was only 17 lbs, which seems like a low weight for two tables, right? Right! I only received one. I finally get ahold on someone on 9/24 and she appears to agree with me that the warehouse only shipped one table, even though the packing slip indicated two. Not to worry, another one is on the way AND STAT! What's another week at this point? I'm not obsessive compulsive and the last touch to my newly renovated living room isn't this damned table…I hear nothing on this "urgent" order until I receive an email notification that this order has been cancelled on 10/7. Uh, what? Yup! The order has been cancelled. First I get ghosted for weeks, then Kirkland's drops a big double deuce right on my chest to boot. The order number for this SNAFU is ******* for your reference.
As the search for the matching table continues, I locate another table (yay!) that is only 20 miles away at a Kirkland's store. This item was purchased from the store located at Centre at Deane Hill online and picked up via curbside. Order number ******* for this gem. And they really mean curbside, like park in the fire lane for 15 minutes while you wait for Alexis to put the table in your car, but don't worry – they won't touch the car or get within 6 feet of you. Due to this, I did not inspect the table and notice the damage until I returned home. Well, $#*!. However, due to my recent inquiry, I recall that the store at Turkey Creek had a table, just 40 minutes away because, what's my time at this point? I purchase the table online, order number *******. My plan to exchange the damaged table with hopes that the associates at this store will not just shove a damaged table into a customer's trunk without inquiring if they still want a damaged item and/or inquire if they would like to purchase it at a reduced price. I don't have a chance to find that out, because 45 minutes later, that order is cancelled. You've got to be kidding me.
After several failed attempts at contacting customer service, because no one is actually available to chat via online, returns email inquiries and certainly isn't available because the "department is currently closed" recording is received throughout the day, and yes, I am talking 10am, 1pm, 5 pm, etc. I determine that the sweet spot is 3 central time and get ahold of who must be Daria's daughter because she could not be more apathetic. She appears uninterested and unenthused, so I get straight to the facts. So does she, ever so bluntly. That table is no longer available to ship. The best you can do is email *******@kirlands.com no apostrophe (no $#*!, you can't have an apostrophe in a domain name) sending the pictures of the damage and crossing your fingers.
I buy a lot of $#*! from a lot of different companies and I have to say, the complete inability to effectively manage inventory, communicate with customers, and employ competent staff at Kirkland's is the absolute worst. Like, worse than Wal-mart.
Since Kirkland's has already been to blame for so much wasted time, I figured, what the hell. I will cross my fingers and see if I can at least get some compensation for this utterly inexcusable experience. Also, you can spare me this unprecedented times bull$#*! and an explanation for the countless errors and just credit my card, that would be great.
All the best,
Patricia Trentham Bennett
Outlook for iOS
Trish Trentham
Outlook for iOS
DO NOT ORDER ON LINE FROM KIRLKLANDS. They are unreliable and staff is of no help. After placing an order WITH and BY the store personnel that screwed it up. He made the order be shipped to the store instead of what he told me he made it so I would get it next day or so. It now NOV and nothing. I called the store manager and she calld me back said checked on it and said on truck here next day. NOPE, wrong AGAIN. I called store got the staff and said oh checking and nothing coming on the truck. I called the mgr same woman previously and she checked back of store. Nothing, cust service. And this is what she told e THERE IS NOTHIGN i CANT DO ANYTHINGITS UP TO YOU. WHAT THE HELL! Next day I get a email SAYS I am replacing due to damage. WHAT THE HELL! I never GOT the freakin product so how was it damage. Kirland not only DOES NOT DELIVER BUT LIES! Now they say it will be on the truck to rec in store in 3-4 weeks. WHAT! From Sept to Dec. THIS IS THE TYPE OF CUSTOMER SERVICE KIRLAND GIVES. THEY HAVE LOST MY BUSINESS AND I POSTED ON FACEBOOK FOR EVERYONE TO SHARE ON THERE FACEBOOK TO BEWARE OF KIRKLANDS AND DO NOT ORDER. Manager of store says, nothing I can do, its in your hands. What a comment is that. I have been in sales all my life, upper sales mgt and I would of FIRED the employees that say that and give $#*! service. UNACCEPTABLE! BEWARE SHOPPERS! And now I have noticed other reviews WITH the SAME problem. DO NOT BUY FROM KIRKLANDS!
Good sales. Variety..