Business ProfileforKirkland's, Inc.

I recently visited the McDonough Kirkland's to start my holiday shopping, and it was one of the worst customer service experiences I've ever had. I came for a specific item—a Santa mug—which was in stock, but the only one in my preferred color was defective. When I asked an associate if there were more in the back, she said they probably had some but couldn’t check because there was too much stock. Instead, she suggested I visit another store. At checkout, the cashier, Cherron (Associate ID - *******), instructed me to insert my card and then walked away to wrap my items. My transaction was approved but timed out because she never returned to complete it. When she finally came back, she loudly declared that my card had declined. I was using an **** with no limit, so I knew it hadn’t declined. She proceeded to argue with me rather than fix the issue. After completing the purchase, I asked for the store manager’s name, and Cherron falsely claimed she was the manager, only later admitting the manager’s name was Stacy. She also failed to give me a receipt, and when I returned to request one, she disappeared again. Another associate was able to print the receipt for me with no problem. As a social media influencer with a large following, I was excited to share my shopping experience, but due to the poor service, I won’t be promoting Kirkland's. This was an unacceptable experience, and I will not be returning to this store.

Thank you for sharing your feedback with us - we appreciate you bringing this to our attention. It's important to us that every Customer has an exceptional experience in our stores, and we apologize that your visit didn't live up to your expectations. Your experience has been shared with the District Manager and Store Manager of the McDonough, GA store and is being used as a training opportunity with the team. We hope you'll give us the opportunity to meet your expectations in the future. If there is anything else we can assist with, please contact us at 1-877-541-4855 (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at CustomerService@kirklands.com.