Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/12/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 7/11/2024 I placed an order from Kitchen Bath Collection for 1 x Zelda farm house vanity with Carrara marble. I received an email confirmation the same day On 7/19/2024 I received an email regarding returns within 24 hours if you change your mind and a 1 year warranty. Here is what it says:All of our products are covered by a limited one-year manufacturer's defect warranty. The warranty period expires one year from the date of delivery of the item. If a product is found to have a manufacturing defect and the warranty has not expired, don't fret! We would be happy to repair and replace part or all of the item as necessary to resolve the defect. Labor costs and items that are included with a purchase as a free gift are not covered by the warranty. Any problem that is caused by abuse, misuse, improper installation or storage, or an act of God(such as a natural disaster) are not covered.I spoke with ****** before the delivery who explained that someone needed to be there to sign for it. As my house is being renovated my GC was there, inspected the outside of the box reported no damage and the driver placed the vanity in my living room.A month later when they were ready to install the vanity they opened the box. The top was cracked in several places and the cabinets are falling off the hinges.I sent an email asking for a replacement for which I was told I was outside the 30 day return. I read the warranty to ****** and she said it was for defects. I told ****** it was defective, it was broken. She replied that she would file a claim with the shipper. She then told me it was rejected because it was outside the return window. We spoke about how I believed this was not the shippers problem because the outside of the box was completely in tact and this is something that must've happened in the warehouse. I asked to speak to someone else and received an email from someone named *** who told me everything ****** already did.

  Business Response

  Date: 09/13/2024

  To Whom It May Concern,

  Regarding BBB complaint #********, customer ******* ********* purchased a bathroom vanity from our website on 7/11/24. During the purchase process, the customer agreed to our terms and conditions, which require any damage to be reported within 24 hours of delivery.

  On 7/12/24, prior to shipping the vanity, we contacted the customer by phone to review our shipping, delivery, and damage reporting policies, reiterating the 24-hour damage reporting requirement. At that point, the customer had the option to cancel the order without penalty, but they expressed no concerns with our policy. Later that day, we shipped the vanity and sent an email confirming the shipment and restating the 24-hour damage reporting policy. This information is also readily available on our website.

  The vanity was delivered on 7/18/24. However, the customer did not report any damage until 8/26/24, well beyond the 24-hour reporting window. The customer requested a replacement vanity, but as the damage was reported past both our 24-hour damage window and 30-day return window, we were unable to offer a replacement or refund.

   As a courtesy, we filed an insurance claim with the carrier, but it was denied due to the late reporting. We communicated this to the customer on 8/28/24 and offered to sell them a replacement vanity at a significantly discounted rate as a goodwill gesture. The customer declined this offer.The customer then inquired about our warranty. We explained that our 1-year limited manufacturers defect warranty only covers defects caused during manufacturing, not damage. The cracked countertop they reported is considered damage, not a manufacturers defect, and therefore is not covered under our warranty. Our products undergo thorough inspection before leaving the warehouse, and this vanity was confirmed to be in good condition at the time of shipment.

  After further discussion, our COO spoke directly with the customer, reiterating our policy and once again offering a discounted replacement, which they declined.

   Please let us know if any additional information or documentation is needed.

   Best regards,

  ******

• Initial Complaint

  Date:03/10/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I purchased a bathroom vanity for $810.00 from this website. Upon arrival I asked the driver to wait until I was able to get someone to open the box so that I can inspect it as per the merchants policy. He refused and stated he had to go. I signed the delivery slip and noted that it was delivered but, uninspected just in case there was an issue. Sure enough, I had my brother open the vanity and it had scratches, marks, and a broken drawer. I immediately contacted the company, left a voicemail and proceeded to send pictures of the damage to the company email. Hours later, after no response I spoke to ******. She offered to send me sand paper, paint, and proceeded to tell me I could glue the hinge back on and put two screws on the hinge. I told her that is unacceptable, first and foremost I have health conditions that wouldn't allow me to do any of the work she's asking me to do but, most importantly this is not my job on an $800 plus dollar item you should be getting someone to repair the item or reship a new one. She then stated if I had wanted to return it for a full refund I would have to package it in the original box. I explained that, there's no way to open a heavy vanity without my brother breaking the box and recyclables where collected. I said, I'd like for her to find a furniture repair company to repair it, "she stated they were in ********** and didn't do that." But, once again she would ship out all supplies for me to do it myself. I referenced the company guarantee policy on their website, she still refused to help me. She then offered to ship out a new drawer however I'd have to wait 3-6 months! I told her I needed the vanity this week and proceeded to get a quote from a local furniture repair company . The quote was $550.00, I sent it to her she then stated the damages to my vanity didn't warrant that amount and that again, I can make the repairs myself or hire a handyman to repair it. This company is a fraud and does not honor their guarantee policy

  Business Response

  Date: 03/24/2023

  To Whom It May ************************* the complaint submitted on 3/10/2023 with the assigned ID ********, KBC Customer ***************************** ordered a bathroom vanity on 2/27/23 which was delivered to them on 3/7/23 via EDI Express under PRO #*********. The customer reached out to KBC via email on 3/7/23 to report paint imperfections along with a detached drawer clip. They also inquired about how to get a refund. Shortly after sending the email, the customer contacted KBC via phone to discuss the issue. After the customer described the issue, they were offered a $100 discount along with new screws, a new clip for the drawer and touch-up paint. The customer refused and said they wanted a $200 discount along with a replacement drawer and touch-up paint. The customer was told that we would have to check if there were any replacement drawers in stock and that alternatively, they could return the vanity in its original packaging for a full refund. The customer then stated that they already put the original box in the trash. They were requested to take the box out of the trash to be able to return the item if needed, but they got agitated and ended the call. The customer was then sent a follow up email informing them that their requests are being reviewed. They were also requested once again to take the box out of the trash in case they wanted to proceed with a return. The customer responded later that day (3/7/23) saying they would not repack the item to be returned and that KBC should send someone to either perform the repairs or to repack the item to be returned. The customer also mentioned that they had already disputed the charge with their credit card company. This meant that KBC could not process any refunds or replacements till the claim was resolved or rescinded. On 3/8/23, the customer was informed that KBC does not have the ability to send someone to repack the item or to perform repairs. Additionally, the customer was told that KBC would arrange the return shipping to facilitate the return of the item but the item would have to be packaged in an acceptable manner for the carrier to be able to pick it up. The customer refused to package the item and said that KBC should find a way to replace the item. Sending a replacement was not possible because the customer was unwilling to cooperate with the return of the item and had an open dispute with their credit card company. On 3/9/23, the customer was offered a $150 discount along with touch-up paint to keep the item as is. They were also told that KBC does not have any replacement drawers in stock but a replacement drawer could be ordered from the factory which would take approximately 3-6 months to arrive. The customer did not want to wait that long and refused. They were told once again that they could return the item for a full refund. The customer responded on 3/10/23 by providing a repair quote for $550 and said that KBC should either issue a refund for $550, or replace the item with a new one by sending someone to pack and pick it up. The customer was then told that KBC cannot provide a $550 discount and was offered a $200 discount instead. They were also informed once again that they can return the item for a full refund. The customer then said that they would let their credit card company handle the issue and stopped responding. 
  
  Please note the following:
  The customer knew they could return the item for a full refund, but refused to repackage the item for the carrier to be able to pick it up. The carrier requires all items to be packaged and will not pick up loose items.
  The customer was offered many solutions, however refused all offered resolutions. 
  The customer disputed the charge with their credit card company the same day they received their order, making it impossible for KBC to process any refunds or replacements till the claim was resolved or rescinded.
  The customer mentioned in the letter to ******************** that it is KBCs policy for the item to be opened and inspected in front of the driver. This is incorrect. We ask our customers to inspect the outer packaging and notate any box damages on the delivery slip as signing the slip without any notations is confirmation of delivery of the item in good condition. KBC customers are recommended to open the box in front of the delivery driver if the driver is willing to wait, however since the carriers operate independently, we cannot require drivers to wait.

  As for the desired settlement, a refund or exchange cannot be processed as the customer presently has an active claim with their credit card company. If the claim is settled in KBCs favor, or if the claim is rescinded, the customer can return the item for a full refund. The item would however need to be packaged in an appropriate way for the carrier to be able to pick it up. If you require any additional documentation or information, please let us know.