ComplaintsforThe Kirby Company World Headquarters

• Initial Complaint

  09/18/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  We had invited one of ******* sales reps to come into our home and show us their vacuum. We are in need of a new one so we were very exited to see how well the Kirby vacuum worked. At the end, me my husband decided that with the price of the vacuum we were not able to make it work at the moment and told the lady that we will not be buying one that day but will be buying one in the future. She then continued to say me and my husband were bad parents for letting our kid play on our floor. She had said she couldn’t believe we don’t care about our kids and their health a dozen times. She was swearing like no other in our home. I don’t care if she would have dropped the vacuum down to $50, I would never have bought a vacuum from her after what she was saying. She doesn’t get to come into my home and tell me I don’t care about my kids because I can’t afford an expensive vacuum at the moment.

  

  Business response

  10/03/2024

  Dear *** *******:

  Thank you for allowing The Kirby Company (the “Company,” “we,” or “our”) the opportunity to
  respond to the concerns brought to your office by ****** ******* (“*** *******”). As you
  may already know, the Company manufactures home cleaning systems and markets them to
  independently owned and operated businesses or “distributorships.” These distributorships,
  through salespeople, then sell the systems directly to consumer end-users via in-home
  demonstrations. As such, the Company is not a party to the sales contracts between the consumer
  end-users and the distributorships. We do, however, act as a mediator between consumers and
  distributorships to help resolve matters amicably.

  Upon receiving your letter, the Company spoke with *** ******* and identified the
  distributorship involved in the demonstration (*** ************ ************* **** *** ******** ***** ***** *** * **** ********** ** *****). *** *******’s desired resolution
  was to try and prevent a similar situation from happening. As such, during our subsequent
  conversation with the owner of RTS, he assured the Company that this matter would be addressed
  with the salesperson by counseling her on appropriate sales techniques. *** ******* was
  satisfied with the outcome of this matter. If you have any questions, please don’t hesitate to
  contact me at *************

  Respectfully,
  ***** *********
  Manager, Consumer Relations
  The Kirby Company

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