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I ordered 2 mirrors for a bathroom remodel, but only got one in the mail. I called & was told the second one was coming from a different distribution center so it would take a few more days. I waited a few more days, didn't get it, called back & they told me that they have no notes from the previous call, & that they show that 2 mirrors were delivered. I said, no...I only got one mirror & I don't know why they didn't notate my account the last time I called but I need the second mirror. The man asked me if I could send him a picture of the damaged mirror . Um, no sir....the second mirror wasn't damaged, I never got it. He put me on hold for over 20 minutes - so now my total time on the phone is well over 30 minutes, & he comes back to tell me the mirror that I ordered & paid for is no longer available but he will put in a "claim" for a supervisor to refund that one mirror. I told him that that wouldn't work bc I needed 2 matching mirrors for the bathroom. If they couldn't send the missing mirror, I'd have to return the other one as well. He tells me that they will not cover return shipping for the one mirror. Awesome, so I've now got waited 3wks to get the mirrors I bought & paid for, but I'll have to wait for a refund for the one i never got, pay for shipping to return the second one, wait for them to process that & THEN order 2 new mirrors!? Ridiculous."
"Thank you Van for going the extra mile to help us on last minute gifts. Thank you for going to the back of the warehouse and finding the clock I wanted. Thanks to everyone who worked with us and showed us where in the app the coupons were. The store is very well stocked and has lots to choose from. It was worth the drive from Tracy."
"I will never order online AGAIN. By the time my order reaches the house my interior will be out of date. The worst EVER..........."
"The mamager is never on the sales floor, just barks orders which none of us responded to"
"First of all, I love the items that Kirkland's carries. They have many things I cannot find anywhere else. Believe me, if I could I would NEVER shop there again. I've ordered both having items shipped to store, and having items shipped to my home. Either way, it takes a couple of weeks. I have to drive 45 minutes to the nearest store. The people who work in the Greensboro, NC store have always been so helpful and nice. I recently (3-25-19) ordered a collage frame and received it on 4-3-19. It was damaged, so I contacted customer service that day, sent them pics of the damage, and they happily told me they would get a replacement frame shipped out to me. The replacement frame did not ship out until 4-9-19, 6 DAYS after I called and made them aware of the damaged frame. I received what is supposed to be the replacement frame today, however, IT IS NOT THE FRAME. It is a stupid jute outdoor mat with cherries on it. The packing slip clearly states it is the collage frame I ordered. NOT!!! I called customer service to make them aware that I did not receive the replacement item I ordered and asked if they could expedite the shipping of the frame and overnight it so I would have it before Easter, as I have having a large family gathering at my house for Easter. I am making a wall grouping in my family room, and already have one of the frames and need the 2nd frame to complete the grouping. I was told they do not expedite orders, nor do they offer any type of expedited shipping, regardless of the reason. What a terrible business practice. I told the CS rep that if I didn't already have the wall grouping designed, I would tell them to cancel the order, give me a refund, and never do business with them again. What a poor way to do business. Their shipping turn around time is horrible to begin with compared to today's on-line competitive retail environment. I can order something from just about any on line seller and have it in 2 to 3 days. If I ever get my frame, I'm done with Kirkland's. "
"I had reached out to them via email and never heard back so I decided to call the online phone and inquire as to why I hadn't received a shipment notification beings that it is now the 7th business day and suppose to arrive by the 10th business day. She put a note in, based on my phone call, to the warehouse to REMIND them to load my order on the truck, pathetic?? I'd say so, beings that I had to call and remind them to ship my order. So the next two days roll around and I still have not received anything showing my order shipped nor does my order online show shipped. It still says processing. I call again on the 9th business day and was told they think it loaded the truck but didn't scan, that I, AGAIN, needed to call my local store in 2 more days to see if my order had arrived. Keep in mind, at this point I don't even know if the order shipped however, if it did, it would have never shipped if I hadn't called to REMIND this company to send my order that I paid for. I to, love the Kirklands STORE but there website is a bunch of crap. Most ridiculous ordering situation I have probably encountered."
"Don't get me wrong I love Kirkland's but with that said there shipping and service generally stink. Their shipping is expensive (based on the price of the item not size weight) and ever so slow. If you have an item shipped to the store the arrival date means absolutely NOTHING! I placed an order on the 12th of March and it was not shipped until the 23rd, it was supposed to be at the store by the 25th. It did arrive on the 29th which worked as that was the day I was going to drive the 34 miles to pick it up and do some shopping in the area. My understanding is that they use their trucks for the ship to store and those trucks go out twice a week. So, if you miss the first truck or it's loaded then hopefully it makes the next one. NOT good. I just placed another order on the 30th of March to be shipped to home and I just got notice that it shipped out today the 4th of April, due to arrive on the 10th (hopefully it arrives in one piece). I had another order shipped to home which was broken, poorest packaging ever, although I think it may have shipped directly from the vendor. I did call customer service and they wanted me to send it back...seriously?! Why would you want to pay to ship something back that is going into the trash?! I did send her photos while on the phone and she refunded me and I trashed it. I can't blame customer service for what goes on, because it's out of their control and I'm sure they take a lot of heat that isn't their fault, but we need to vent to someone and they answer the phones. I'm not sure as to why I'm even leaving this review here, because the Kirkland's, just.doesn't.care. They know we will keep coming back because they have products we like/love, can't live without. Unfortunately, the stores are small (at least in California) and product is limited. I will say that the reps at the store I have worked with have all been great. It's really too bad that a store as large as Kirkland's doesn't care about their customers or take pride in their service."
"As others have stated, online shopping and ship to store is a terrible experience. But their customer service is the worst I have have dealt with in a long time. When dealing with my first (and last) online order the item I received was in poor shape. I get one email a day with customer service dealing wit this issue. They ask a question, I reply immediately & they reply the next day... I've decided to avoid them altogether now and make sure i let other know about how bad their online shopping and customer service is. "
"I bought a stainless "dosseret" (259$) and here is what happened to me:
1st. The item had 2 prices. In one spot: regular 289$ with 30$ discount and in another spot: regular 259$. We asked the sales rep which one was the real "regular" and he was confused. In a few seconds he took the regular 259$ label and put it in his pocket. We bought it at regular 289$ with 30$ discount.
2nd. I was told that the item was not in stock and they have to order it. I received a call 3 days later confirming that the item arrived and inviting me to pick it up at door #1. While delivering the item, the employee told me that he had this item in stock for months and it's weird that I was asked to return to get it. No comments
3rd. Then I had to return the item (Feb23rd, 2019) because it didn't fit. This is were the horrible customer service experience started. They told me that I have to pay 15% for them to accept the return. I complained to the manager/director, his name is Claude Meilleur. He said that these are the rules and I should have been aware. I told him that the sales rep didn't tell us anything about their return policy but he said I should have read on their website. High arrogance and total dis consideration for us as clients. I found this unacceptable.
Finally he reduced the penalty at 10% (approx 30$) and gave us the advice to buy another product and he will deduct the 30$ from the price of that product. Having no choice, we choose a laundry soap priced at 55.99$ on the shelve, however, on the invoice he priced it at 58.99$. I went back to Mr Meilleur and he reduced the price to 55.99$. Yes, it is horrible and incredible
Watch the prices elsewhere before buying from BM. Ex: a coffee machine (EP3360/14) is priced at 1099$ with 300$ discount. In all other places (La Cafetiere, Amazon.ca etc) you can find it at less than BM discounted price.
When will BM stop thinking that their clients are dump?
I do not wonder why they have the worst reviews, their customer service is really the worst in that industry. I wonder how long they will last in this world of high competition where the clients have so many choices. I am curious to know if the high up managements read the reviews? Will they have the decency to answer them? Anyways, stay away from BM, don't put at risk your time, money and energy. Thank you
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"I placed an online order 3 days ago expecting it would "process" and ship out within a few days like all other stores. However, this am had a "chat' online and the person said it takes 8 DAYS to PROCESS. This does not even include the ship time. Something is really wrong with this store. It may be somewhat cheaper than a Cost Plus World Market or even a Pier One, but you get what you pay for. Not worth the processing and shipping time."
"Kirklands ship to store option is the worst I've ever experienced. Seriously, THE WORST. There is zero reliable communication. If you log in to your account, the shipping information never matches up to what they tell you when you call Customer Service. The orders take WEEKS on end to arrive. I ordered from 4 different stores the same day I placed an order for an end table with Kirklands and had received all of my other orders WEEKS before I even got an e-mail telling me my order was being processed. Calling Customer Service does nothing, as they never have any useful information, and instead of being sympathetic to your frustrations, they act like a-holes on the phone. I will NEVER order from Kirklands again. It is not at all worth the small amount of money you may save. I'll stick with Pier One and Pottery Barn."
"Like all consumer complaints here, I ordered a canvas picture 12.4.2018. Till this very moment, the order is not even showing in my order history. Every time I call I get told another lie. It’s packed and ready to go, the warehouse is busy, your order already shipped, they are running fed ex trucks up until the last moment Christmas Eve, the sun is shining to bright, the earth is orbiting! I am sure you get what I am saying. This was a picture for my granddaughters Christmas. With any luck it will be here for Christmas 2019. This is the worst ship to store I have ever seen. Two other orders were the same. I’ve learned my lesson. Based on my personal experience, I truly hope enough people quit ordering ship to store and that department closes for good. Rightfully deserved. Obviously the employees there do absolutely nothing, so they don’t need to work. May sound harsh, but business is business! Handle your own and make it happen for consumers that pay for products!!!!! On the flip side, I give it to the store employees...always pleasant, helpful and very good experiences. I will no longer order online ever again. Only received one star because it is a must to post. Otherwise it would be zero stars. "
"My experience is like everyone else....Ordered and paid in full for my product 3 weeks ago, was given a date it would be at the store, and that date passed. Called customer service different times, given different stories. Order still says processing online.....the only difference with me is ; I RECORDED EVERY SINGLE PHONE CALL AND EVERY LIE I WAS TOLD BY THEM AND I FILED COMPLAINTS WITH THE FTC AND THE BBB AND WILL TURN OVER MY CALL RECORDINGS! If enough of us stand up against them...........something will get done!! I will see this to the end and afterwards will never purchase from Kirklands again! Do yourself a favor, spend the extra money at a REPUTABLE STORE THAT STANDS BEHIND ITS BUSINESS/SHIPPING/DELIVERY PRACTICES and has customer service reps who are friendly and helpful!! EVERYONE FILE YOUR COMPLAINTS....FTC AND THE BBB...FILE FILE FILE.....TAKE A STAND!"
"If you order online. Expect no response on when you will get it. I ordered chairs I called and emailed. Still don’t know if I will have chairs for Christmas. When I called to cancel cause I need to buy simewhere more dependable, told I can’t cause they are “processing”. "
"I purchased a Christmas item on 11-23-18 and received an email that it would be shipped to the store by 12-4-18. That day came and went, but no item so I called a few days later to inquire. Customer service rep couldn’t give me any useful information. I called back a week later and same useless response. Spoke to someone yesterday who I thought had some sense wherein she said she would have a manager look into the issue and call me back right away. Of course I received no call back so obviously that is their default response to placate a disgruntled customer. There is no way that this retailer can compete with its competitors with respect to online purchases based on my experience, as well as other reviews I’ve read. Are the corporate powers that ignorant not to realize that they have a serious problem on their hands? This is exactly how major retailers become extinct - they ignore their customers and don’t adapt to business market changes. I implore you - please DO NOT buy anything online from this retailer!"