ComplaintsforKenroy Home

• Initial Complaint

  02/28/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Unanswered

  More info

  I purchased a fountain originally from ******* on 6/29/22 for $500. The fountain starting to fall apart by the end of 2022 and ******* told me to contact Kenroy Home for warranty. So I called Kenroy Home and they said that they would send a replacement. I have a order number ******** but have been waiting for almost two years for this to arrive. I have contacted Kenroy Home multiple times via phone (904-********) and email (****************************** and have not gotten any response from them. I sent them over a dozen emails and no one answers when you call.

  Customer response

  02/28/2024

  Hello,

  The last email was sent in December of 2023.  I have attached that email for your reference.  Thanks

• Initial Complaint

  01/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I placed an order in July for a replacement shade Order *****. I was told I would receive it in October. When I didn't get the shade I called and emailed many times but have gotten no response. It it impossible to get a person on the phone. I just want the shade ordered to be shipped or, at the very least, a response to my communications.

• Initial Complaint

  05/09/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased ****** Home Tulip Fountain through **********, used link on ****** page to go to Seller Page and found the same item for about $25 less. I placed order with ****** Home and went back to ****** Page to cancel order but ****** wouldn't guarantee cancellation. Contacted ****** Home immediately on their webpage to let them know about duplicate order and wanting to make sure the one just placed direct with them would be cancelled. I attempted to contact them at least a dozen times by phone (no answer), by email, through their contact link on their webpage and on their Face Book page to make sure order would be cancelled and not processed and shipped - never received any response. Weeks later I got notification that it shipped!? I immediately looked for tracking info to try and contact shipper and have them stop it from processing, but no info posted by ****** Home. Tried repeatedly to contact ****** Home, no response. I posted a sign on my door stating that Delivery was to be 'Refused and Returned to Sender' - yet later that night I found the box on my front porch. I contacted FedEx multiple times, they picked it up once and then brought it back to me!? FedEx says it must get a call slip from ****** Home for pickup. After more repeated attempts to contact ****** Home unsuccessfully, I filed a claim with my Financial Institution to let them know what was going on, ONLY AFTER THIS DID ****** HOME FINAL:LY RESPOND!! ****** Home tries to tell me to fradulantly send their box back to ****** and get a refund!? When I tell them I can't since ******s fountain arrived much earlier than theres did and I no longer have the original packaging, so I won't attempt to do something illegal like claim one item is actually the other, then they tell me they will pick it up for return but charge me over $50 in fees on an item that was only $175 to begin with. This is all on ****** Home, they were notified immediately that the order was to be cancelled and did nothing.

  Business response

  05/26/2023

  ****** Home is a wholesaler of home decor products sold on various ecommerce sites such as ******, Wayfair, etc.  ***** ****** knowingly placed order on ****** account on 4/17/23 at 1:20pm.  When orders are placed on ******, ****** controls the payment and refund relationship with the direct consumer.  Although the item is dropshipped from ****** Home's warehouse, once the order is placed there is little opportunity for ****** Home to cancel the order as electronic systems are designed for speed processing.  In addition-orders placed through ****** are subject to ******'s return policies.  ****** also controls their own retail prices, with just a suggested MSRP from ****** Home.  The reason for this is the customer pays a retail price and ****** Home sets the wholesale price (which we have omitted on the attachement).  We cannot refund the customer the whole retail price if there is an issue, ****** must process the return through their system, where they, in turn, process the return from ****** Home at the wholesale cost.  This order was processed through ******'s system, then through ****** Home's system, item was shipped 4/18/23 and the customer received it via UPS on 4/22/23. The ****** order and the tracking information are attached.
  

  
  ****** Home also has a direct to consumer website.  ***** ****** realized that the item was listed for less on ****** Home's eCommerce website. ***** ****** knowingly placed a second order directly through the ****** Home website.  ****** Home shows this order entered in the system on 4/20/23, the order was shipped on 4/21/23 and delivered via FedEx on 4/25/23.  The ****** direct order and tracking information is attached.
  
  
  The fact remains that both products were knowingly purchased by ***** ******. ***** ****** ordered and received both fountains within a timespan of 8 days.  There is absolutely no accuracy to the claim that "weeks later I got a notification that the order was shipped"  ***** reached out to ****** Home via email after they had purchased the same fountain on ******'s direct eCommerce website without returning the previous fountain they purchased on ******, citing pricing concerns.  ****** Home's response to ***** ****** via email suggested that because the higher priced fountain was from ******, they would be better suited to process the return from ****** to receive their refund.  As a wholesaler to ******, ****** cannot process that return and refund the full retail amount, as ***** ****** was demanding.  There is no way for ****** Home to know that the customer had trashed the original packaging and in no way suggested the customer perform any fraudulent or illegal activities.  ****** Home offered a refund for the item if returned in full resellable condition, less the return shipping costs.  This is in accordance with ****** Home's return policies. 
  

  
  ***** ****** put in a dispute with the credit card company in attempt to refuse payment for the fountain purchased and delivered.May 9th, ****** Home offered the customer a call tag to pick the fountain up and refund the card less the costs of return shipping and handling in accordance with our policies.  ****** Home requested ***** to withdraw the dispute on the card as once the fountain was received back, the credit card would be credited. Please see attached email communication sent to ***** ******.  ****** Home offered a fair solution within a reasonable timeframe.  There is zero basis to the claims made in this complaint from ***** ******. 
  

  Customer response

  05/30/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: The fountain ordered through ****** was also refused and sent back and I was given a full refund for it. The fountain ****** Home sent me had an attempted delivery but was refused, they attempted delivery again and it was refused.  FedEx apologized for their failure to act promptly on the refused delivery to send it back to the original shipper.  I have been hospitalized for over a month and now convalescencing at a facility, not at my home, so there was no way I could take delivery of any items.  A neighbor was nice enough to pick the box up and physically bring it down to a FedEx location so that it could be processed properly as a failed delivery and returned to the original shipper.  I did everything in my power to try and cancel both orders before they were ever processed and shipped.  ****** told me to just refuse it and let it be sent back to them, so that is what I did.  I refused the ****** home order as well since it had been cancelled yet they processed and shipped it anyways.  I am not at fault here.  This item was refused the first time they attempted delivery, this is on FedEx and that is who ****** Home should have a dispute with, they opted for FedEx as their delivery method. 

  Regards,

  ***** C ******

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