Darlene H.

WOW... what a horrible experience. I watched JTV as a first-time customer and decided to purchase items from their evening deals. In the last fifteen minutes of the segment, they introduced the Bella Luce tennis bracelets... I knew my daughter wanted one of these for Christmas so I called her to try and get her wrist size (and measure mine)... my cart had been set with a few more items from their second tray and I had all the promotional info in the cart and was ready to go with the added 15% discount to boot... As I was setting up the account and just prior to purchasing all the pricing went away it was only a few minutes after midnight, so I called customer servic for assistance, should have been an easy fix, umm no! She pawned me off to chat, claiming they could pull my cart and easily make the adjustment and process my order. Chatting on an iphone while trying to discuss my cart was impossible as the site is very tempermental and the chat was lost FOUR TIMES! Each time I had to go to great lengths to get the Representative to understand me... and had to repeat my self over and over... I had the cart built with all the promotions all they had to do was pull it, adjust pricing and let me finish processing with payment. In the end 2 hours later... really 2 hours... I was told to call customer service to have them place the order as they couldn't see my cart and building it back from the screen shots I sent them to show the pricing and promotionns wasn't going to allow me then to pay for the cart? What...? Are you kidding me? So, I called customer service and while the Representative said she would be happy to honor the pricing I had for the ring the added promotional discounts she wouldn't honor. After everything I went through I no longer wanted any of it! At this point after all the wasted time dealing with inept "Customer Service" I lost all desire to do business with this company. Wasted my time, irritated the heck out of me, in the end I was still polite but had had it! I have other jewlery companies I work with that give REAL "Customer Service". In 15 years of online ordering I've never had any issues like I experienced tonight and I hope I never do again. (OH btw... I was a Key Account Manager in Ecommerce and know what online Customer Care should look like AND sound like. This company misses the mark completely! FYI the one who should have had attitude wasn't your Customer Care Representatives! In the end I didn't place my order becuase I didn't want the to profit a company I had such a bad experience with, or give the Representative a Sale she didn't deserve. I would never have enjoyed wearing the jewlery after tonight. Ignorance is bliss, I 'm sure if I hadn't needed "Customer Care" I might have purchased and been happy with my pieces. Unfortunately, I didn need assistance and my experience was horrible.

I have never dealt with such poor customer service in a company EVER. I gave them 1 star because a Mgr. Finally assisted me and resolved my 4 month long issue.

I purchased my car in April 2019 sending overnight the check along with proper paper work per website directions. I received nothing for over a month and phoneD in May to be told that the site has incorrect information and I was not supposed to send the paper work with the check but needed to fax the paper work to a different department which I did. Waited. By June I had not yet received my car's title so I called again. I was told they had not received my transmission even though I received confirmation on my side that the transmission had been successful. So I resent the Fax and asked the customer service agent to please contact the dept. and verify it had been received, both my transmission receipt and she confirmed it had been received successfully and I should receive my Title in about 2-4 weeks.
Today is July 25th 2019 and I still have not received my Title. After overnighting all my information back in April it has still taken eight phone calls, two faxes, escalating to a supervisor and finally management just to get paper work submitted successfully for my Title. This was not user error. I am very experienced Account Manager who knows how to successfully send documentation.

Kia finance has serious customer service issues; the communication and follow-up with this company is HORRIBLE. They require you fax all paperwork (for security reasons) and have no other form of communication for escalations like mine. I asked if could forward my information to a Supv. And the Supv. Told me they don't use email and have no way to receive proof of my submissions or the actual paper work and was just silent. Nothing after four months of trying to submit documents; he offered no resolve just to fax it again.
Finally, beyond frustrated, I escalated to a Mgr. He gave me a secure email which I sent my paper work through. Finally. Interestingly he conveyed that I needed to send the Odometer reading paperwork that didn't have any notes written on it regarding that it had been previously sent... that would have been one of three docs I Faxed the second time that they said had not been received. HMM?
There is a lot of room for improvement with this part of KIA. While I love my KIA knowing what I do of their Customer Service, which is who you work with once you purchase a vehicle, I would suggest you use an outside financing company (state employee credit union) and save yourself a lot of frustration.