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:03/09/2025

  Type:Product 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.

  Hello,I purchased a ZLINE KE2I-36 36 X 2 3/4 INCH CONVERTIBLE VENT ISLAND MOUNT RANGE HOOD IN STAINLESS STEEL and ZLINE SK-GL1I/GL2I/KE2I/KL3I 12 1/4 INCH SHORT CHIMNEY PIECES IN STAINLESS STEEL FOR GL1I/GL2I/KE2I/KL3I MODEL from this company on February 11 for a total of $865.99.The order was canceled within 48 hours on February 13 by my wife on the phone with this company. The cancelation was confirmed by an email to my address on February 13. Nothing was ever shipped and we were told a refund for the full amount would be issued and seen within a week. We have yet to be issued a refund for this confirmed cancelation for zero product.

  Business Response

  Date: 03/10/2025

  Thank you for your recent order and we apologize for the delay. Our accounting department has confirmed that the order has been cancelled and a full refund was provided. If you have any questions please feel free to contact us.
  

  Customer Answer

  Date: 03/10/2025

   
  Complaint: 23041231
  
  I am rejecting this response because: your statement of "Our accounting department has confirmed that the order has been cancelled and a full refund was provided" is false. Only this very morning was the refund issued because the BBB needed to be involved to motivate you to do so. Your statement indicates that you made the refund at the time of cancelation which is not true and I reject your narrative that you had done the right thing.
  
  Good day,
  
  **** *****

  Business Response

  Date: 03/10/2025

  **** we apologize for the inconvenience and delay. Refunds typically take anywhere between ten to twelve business days to process after an order is successfully cancelled with the manufacturer. Usually refunds are processed must quicker but that is the typical time frame. When our accounting department received your email this morning they noticed that the refund was processed on our end but was not automatically finalized and for that we apologize for the technical error and delay. The accounting department immediately finalized the refund and provided you with the refund receipt. After we saw the BBB we responded that the refund was processed. If you have any questions please feel free to contact us.
  

  Customer Answer

  Date: 03/11/2025

   
  Complaint: 23041231
  
  I am rejecting this response because: The refund you issued on March 10 to correct the situation has now been canceled. It showed pending on my account before and has now disappeared.. This matter is not resolved and your business appears to be playing games instead of honestly resolving the matter.
  
  Sincerely,
  
  **** *****

• Initial Complaint

  Date:11/27/2024

  Type:Product 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.

  This company is a joke. Found $26 toilet bolt caps for an old Toto toilet. They were the wrong caps which I ordered. Had to return them and they make you pay for shipping. Then got email that back that I did not returned in original packing which is a lie. I received a box with package wrap and a Toto bag these two plastic toilet cover where in and Velcro to secure. I had to open to see if it fit and returned all of it. KBA said it was not original packaging and will not refund. I would never do business with this company and anyone buying more then $26 should be aware of a company that can even execute or service customers on low dollar items

  Business Response

  Date: 12/16/2024

  We apologize for the inconvenience regarding your return. Please be advised that the items were returned without their original packaging which is the reason why the return was not approved. We are including images of how the order was returned and an image of how the order was originally shipped.  As outlined in the *** email, which was sent and our returns policy, all items must be returned in their original packaging, undamaged, and unused. If you have any questions, please feel free to contact us. 

  Customer Answer

  Date: 12/16/2024

   
  Complaint: 22610754
  
  I am rejecting this response because they are lying and the original Toto bag was in the box with the items when it was shipped back for a return. I paid for shipping which I knew I would have to do and the shipping was half the value of the items. So for them to continue to lie with their own photos not including the Toto bag is not right and warrants them to be call out as a shady business. If they do this with every small item ordered, Im sure this is profitable strategy for  their business. Plus reviews you cannot leave a review on their website and should be investigated more broadly. I order many thing online a never had pictures sent back of the box items. Or an incorrect depiction the items I returned. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 12/23/2024

  Thank you for your response. Please note we inspect each order that is returned to us. During the inspection our returns department did not find the original **** bag inside of the box. The items were not in their original packaging which is the reason why your return was rejected. If the items were placed inside the bag and taped, then the return would be approved. 

  Customer Answer

  Date: 12/23/2024

   
  Complaint: 22610754
  
  I am rejecting this response because: you received the bag but it was not taped and clearly you lied that you did not get the original bag. I will reject the card and now have my credit card dispute this. Again it not about the small amount of $26 it is how you lie about your returns and is not an acceptable business practice. 
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:10/16/2024

  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.

  I purchased a $2000 vanity and after several weeks still havent gotten it delivered. I contacted **** as well as the delivery company but havent gotten a response. We need approval for a small truck delivery for my home but they wont respond. I would greatly appreciate if they would follow up on these requests with ********************** to complete the delivery. Weve been waiting several weeks for the delivery - it has been sitting at the warehouse. If this is not completed by the end of the week I will reverse the credit card charge.

  Business Response

  Date: 10/17/2024

  Thank you for your order and we apologize for the inconvenience. We were only notified that there was an approval pending for delivery 24 hours ago. Our shipping logistics manager approved the small truck with the carrier yesterday and the carrier will be scheduling delivery with you. If you run into any issues, please give us a call and we will sort it with the carrier immediately. 

  Customer Answer

  Date: 10/17/2024

   
  Complaint: 22433563
  
  I am rejecting this response because: the business claims they didnt receive notification until 24 hours ago but I contacted them 6 days ago. I explained to the business that I would like to leave this open until the item is delivered given they didnt reply until I opened this complaint. 
  
  Sincerely,
  
  ***** *****

  Business Response

  Date: 11/08/2024

  *****, we apologize for the inconvenience. We were notified by the carrier that the shipment was successfully delivered. If you have any questions, please reach out to our customer service department. 

  Customer Answer

  Date: 11/11/2024

   
  Complaint: 22433563
  
  I am rejecting this response because: the delivery was severely delayed and the business was transparently not particularly helpful in resolving it - I had to take significant action to get it resolved. They avoided responsibility despite the fact I paid them $2000 for this product - claiming that their shipper hadnt contacted them which contradicted what I had been told by the shipper directly. They only seemed to care about the issue once I filed a complaint with BBB at which point they became a bit cumbersome to work with. At one point, I said I was on the phone and had to wait, but was unable to speak on the phone any longer and I asked them to email their response, but they  called me *6 times* in a row while I was at work which was extremely disruptive.   

  They have offered a small credit for misrepresenting the material of the top of the product (they said it was marble but it it actually quartz) but not for the delay itself and the time I wasted getting the product delivered about 3 weeks late.
  

  Given all of these issues, I believe that other consumers should be weary of working with this company due to the delayed shipping, poor customer service, and misrepresentation of products  

  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:06/21/2024

  Type:Delivery Issues
  Status:

  ResolvedMore 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 ordered a Laufen toilet on Jan 24 for $470.40, scheduled to ship by March 5, 2024.As we got closer to ship date, I followed up numerous times to see when it would arrive, as I was doing a renovation. The ship date was moved back several times and by the end of the Month I again called demanding to know where it was. I was connected to a sales team member who informed me that due to the 2 month delay in shipping the toilet out, it was now assigned to a different business unit (direct order from vendor or something). Due to this they would have to charge me a new additional cost of $69.60 to ship the toilet. I objected and referred back to my original receipt that showed a total cost of $470.40, scheduled to ship by March 5, 2024. He continued to object and said he could either cancel the order altogether or charge me the additional fee to ship it in a couple of weeks. Mind you this means the toilet would arrive an entire month later than quoted, for an extra $69.60. My contractor was waiting on this toilet to proceed so I was cornered into accepting the charge. This is extremely shady business tactics and I want my $69.60 back.I purchased and paid for a product to total at $470.40 and the company drops the ball on shipping it so they try to charge the customer for their mistake?? This is not how businesses are run.

  Business Response

  Date: 06/24/2024

  We apologize for the inconvenience pertaining to your order. Please be advised that the shipping date was pushed back with our distribution center; the item did not arrive when it was expected too. When we were notified of the back order, we reached out to the manufacturer who was able to source the item. Our sales team had advised you that we do not know when the item would become available but, if you would like to wait then there would be no shipping fee, if you would like to cancel the order then a full refund would be provided, or if you would like for the item to be shipped right away then there was a $115.00 shipping fee. We were able to cover a portion of the shipping fee for your order and once the shipping fee was approved, we notified the manufacturer who had shipped the order to the delivery address that is on file. 

  Unfortunately, all items which are sold are shipped by either a distributor or directly from the manufacturer. For your order the item was delayed multiple times which is why the drop ship email was sent to you. If you had wished to wait or cancel, then there would not have been any fees. If you have any questions, please feel free to contact us.

  Customer Answer

  Date: 06/24/2024

   
  Complaint: 21883189
  
  I am rejecting this response because:

  While you have outlined what happened from your company's perspective, you fail to understand the customer's perspective. I cannot help that your internal business practices are flawed; that you built a business on drop shipping since Covid. Your website makes promises that you did not keep and then you pushed the cost of this to the customer.

  I'll note that the only unsolicited communication I had from your team was this: "Unfortunately due to the lead time on the item(s) you have purchased, we have placed your order on hold as the lead time exceeds 30 days prior to shipping." I reached out 5 times to KB to see why I had no toilet by the schedule date. When I spoke with the last sales rep he effectively told me to "wait" wasn't an option: "we don't know when or if the toilet will ship" something to that effect.

  Funny enough, when I was speaking with this sales rep, the toilet was still on sale on your website! Still promising to ship in a couple of short weeks! So either my purchase was dropped into a black hole within your sales systems and could not be shipped like the website was promising at that moment, or this is a massive scam where you do this to customers to secure a higher margin than you advertise. I don't doubt either situation, because in the conversations with the sales rep, I discovered other things:

  -Ironically, the new listing was set to a higher price of (drumroll, please) $69.60.

  -It also said it came with a toilet seat, but when I asked the sales rep about that he said it was a website mistake and within 2 minutes the sales listing no longer said toilet.

  You guys are clearly a mess internally, and had it not been for this incident I wouldn't know (or care). Again, this is on KB not on me.
  

  The bottom line is this: KB Authority sold me a toilet from your website under certain conditions: these set a specific cost, an expected delivery date. I paid this amount in full. From there, as the customer I do not care how you source, order or deliver the product I purchased, I only care that the conditions agreed upon at moment of purchase are honored. They were not. You are the business, you made a sale based on conditions that you did not honor, now you just tell me WHY you didnt honor them. It doesnt matter WHY. It matters that you failed to honor your agreement, and then you told me the only way I even get the toilet is to pay $69 more. This is KB Authority's fault, not mine. You pay the difference, not me.
  

   

  Please forward this to your CEO, or maybe I will find his/her contact and do it myself.

   

  Sincerely,
  
  *****************************

  Business Response

  Date: 07/08/2024

  Thank you for providing us with your concerns and we apologize for the inconvenience. We will be closing the case for the agreed upon shipping fee with your financial institution. If you have any questions, please feel free to contact us. 

  Customer Answer

  Date: 07/08/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  Date:04/03/2024

  Type:Sales and Advertising 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 March 16th I purchase a bathroom Vanity with an advertised delivery window between March 22 and March 26th. I paid in full for the vanity and on March 22nd was advised by the delivery company the address was incorrectly inputted. The delivery company then contacted the business who did not respond until March 25th. KB authority then repeatedly misrepresented facts and claimed the vanity was in transit when it was not. When I learned I was lied to, and the Vanity had not even been shipped, I requested cancellation of the order. Even though KB Authority had lied about the delivery window, made mistakes delaying shipment, and failed to even have the vanity shipped they refused to cancel my order and claimed if I refused shipment I would be subject to a 25% restocking fee. This vanity is needed for a construction project and the delays have cost additional funds due to needing my contractors for a longer time. KB Authority has misrepresented delivery windows and lied to force me to pay money when they failed to provide the product. I am looking to simply cancel my order and receive a full. Refund. All of these issues are documented in writing with the company. I have uploaded an image showing the item was only placed in transit today after multiple shipping errors. I have also uploaded the purchase email dated March 16.

  Business Response

  Date: 04/26/2024

  We sincerely apologize for the inconvenience regarding the order. We had confirmed with the carrier that the shipment was in fact in transit to the delivery address that we have on the invoice. Due to the inconvenience and delay, we have rerouted the shipment and are providing a full credit for the order. 

• Initial Complaint

  Date:09/10/2023

  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.

  We purchased two vanities on two different dates from KB Authority while we were remodeling our house last year. One of the vanities arrived with no issues. The second vanity was damaged at the countertop area. When we opened the box a little more (a little later on) we noticed that there was damage to the front as well. When the damage was initially noticed we called KB Authority and tried to get them to send a replacement. KB Authority said we did not apprise them of the damage soon enough. One of the biggest problems is, when the vanity was delivered. Truthfully, we did not know it had been delivered until several days later. They said my wife signed off on the delivery sheet, but that was not correct. She was actually working at *************** (in an operating room) that day, ergo she could not have signed the delivery sheet. In addition, the vanity had been put behind and under other construction related items. Again, we didn't know it had been delivered. The company sent us the delivery sheet for the second vanity, trying to point out that my wife signed the delivery sheet. When we looked, we quickly noticed that this was not my wife's signature. We asked them to compare the signature from the first delivery to the signature on the second delivery sheet so they could see the difference. We also asked them to send the first delivery sheet, to which they never did. When comparing the two signature sheets it would be easy to see the difference. I wanted to mention that the delivery was on June 30th. We went back and forth with KB Authority for a couple of months via emails and phone calls before we got **************** involved. They were not necessarily quick to respond to emails or phone calls. Thanks for taking time out to read our complaint.Kind regards,***************************

  Business Response

  Date: 09/12/2023

  We sincerely apologize for the inconvenience pertaining to your order. The order was shipped and delivered via AIT Worldwide Freight tracking number ******** on June 30th, 2022. Once the order was shipped an email containing the tracking information for the order and a follow up email was sent requesting for the delivery to be inspected within 24 48 hours. This delivery was the second delivery which was made, and the same terms and conditions applied to the second delivery as they did to the first.
  
  After delivery occurred on July 11th which was eleven days (11) after the order was delivered and signed for in good condition, we were notified that the countertop was damaged. Images were provided to us, and a replacement countertop was requested. We had initiated a claim with the carrier and the manufacturer which unfortunately was denied, and the details of the denial were sent via email. The claim was denied due to the elapsed time that we were notified of the damage and the delivery slip that was provided to us by the carrier.
  Our company sells kitchen and bathroom items that are used for home renovations. Our company aims to help our customers but are limited in the amount of time that is given to us by the manufacturers and carriers. All shipments are inspected by the manufacturer for quality control prior to shipment and if any damage occurs, we must be notified within 24 48 hours which is why our customer service department provides the follow up emails to our customers regarding inspections.
  The claim was denied by the carrier and manufacturer because the damage was reported to us eleven (11) days after delivery was made and the shipment was delivered free of any damage and signed in good condition.
  Under our Product Inspections policy, we specify Customer must call or email our customer service department within 24 hours of receipt to report any missing items or damage from the delivery also Inspect the box for external damage, remove the packaging and inspect the contents for any physical damage in the presence of the delivery driver. If there is any damage, visible or not, you must indicate such on the delivery receipt. Packaging that appears in good condition does not guarantee that there is no "hidden"damage. The only way to be certain is to fully unpack and examine the contents carefully. Should you not have time to inspect it, please sign the receipt as 'un-inspected' instead of your signature. Under our Return/Exchange Policy we state Please inspect your package immediately upon receipt for shipping damaged. You must notify us within 24 48 hours of receipt of any shipping damage.
  If our company was notified within 24 48 hours, we would have been able to get a replacement countertop sent but since it was reported outside of the 24 48-hour window our request was denied. 

  Customer Answer

  Date: 09/14/2023

   
  Complaint: 20582476
  
  I am rejecting this response because:

  * We did not know the vanity had been delivered. The box was behind some other items. The first vanity, which was delivered without an issue, was placed outside of our garage. Some of the items/material in the garage would need to be moved in order to put the vanity where we found it. 

  * My wife never signed the second delivery sheet. As stated earlier she was at work that day. Since her work is primarily done in operating rooms there would be records of this. I provided a snap shot of her schedule in the first message. 

  * Initially KB Authority provided us with the second delivery sheet as their proof that my wife signed. When we asked them to provide the first delivery sheet so we could compare the signatures they never followed through. I actually contacted the delivery company (AIT) and asked them to provide the first delivery sheet. After asking for the delivery sheet they stopped responding to me. 

  * Please look at the delivery sheet closely; it was not signed. Someone printed my wife's name on the delivery sheet. Why wouldn't she just sign instead of printing her name? That would be pretty strong evidence that my wife did not sign the sheet. Again, please ask KB Authority to provide both delivery sheets so they can be compared. If they do not have anything to hide they should not have a problem providing both delivery sheets. My wife can get a handwriting sample from the bank or elsewhere for a comparison if need be. 

  * I have attached pictures of the vanity. When we first noticed the damage we stopped there. Later on we opened the box more and saw additional damage to the front of the vanity. If you look at the pictures of the box you all will see damage there as well.

  
  Sincerely,
  
  ***********************

  Business Response

  Date: 10/06/2023

  We sincerely apologize for the inconvenience regarding your order. Please keep in mind that all shipments are shipped directly from the manufacturers facility and undergo inspections prior to being shipped by the carrier. Once the order was shipped, we were provided the tracking information by the manufacturer. The tracking information was emailed to the email address that we have on file on June 21st along with the carrier URL, the delivery was made on June 30th, 2022. While the shipment was in transit the carriers website showed the current in transit time and the estimated delivery date.
  The damage was reported outside of our policy, which is why the claim was denied multiple times by the carrier and the manufacturer. Our return/exchange policy was properly disclosed at the time of the transaction. Our return/exchange policy is shown on the checkout page and the card holder must accept our terms and conditions to successfully place an order with our company. The customer is required to check the checkbox which states, I ACCEPT THE ***** & CONDITIONS AND PRIVACY STATEMENT to successfully place an order with our company. The Terms and Conditions and Privacy Statement on the checkout screen are hyperlinks which when clicked directs the customer to the terms and conditions and privacy statement individual web page. Our policies were properly disclosed to the card holder at the time of purchase. Our policies are located on the checkout screen near the submit button and the click to accept button.  Not only are all our policies outlined right on the checkout page they are also located on our Returns/Exchange policy which are links that are found on the bottom of our website in case the card holder wants to read our policies before placing an order with us and proceeding to the checkout page.  
  Under our Product Inspections policy, we specify Customer must call or email our customer service department within 24 hours of receipt to report any missing items or damage from the delivery. This information is found right on the checkout page and is required to be read to successfully place an order with our company and an inspection email is sent to the card holder with this information the moment that the order is shipped. 
  Under our Return/Exchange Policy we state Please inspect your package immediately upon receipt for shipping damage. You must notify us within 24 48 hours of receipt of any shipping damage. This information is found right on the checkout page and is required to be read to successfully place an order with our company.
  You had mentioned that the shipment was not signed for at the time of delivery and was placed behind construction materials and not outside the garage as the original delivery. Please note shipping companies are not permitted to enter your dwelling due to insurance policies unless white glove service is required and pre-paid before delivery. Also, the driver is not permitted to move your belongings to deliver the shipment. The shipment was in your possession for eleven days before we were alerted of the damage. If we were alerted of the damage within 24 48 hours, we would have been able to get a replacement sent but since it was reported outside of the 24 48-hour window our request was denied. We still would like to provide a replacement at a highly discounted rate, and we can request touch up kits to be sent from the manufacturer. We are unable to refund an order that was delivered last year. 

  Customer Answer

  Date: 10/16/2023

   
  Complaint: 20582476
  
  I am rejecting this response because:

  The vanity was most definitely placed inside our garage; the first vanity was not. KB Authority is going off of the word of the shipping company. We physically/visually saw the vanity inside. I sent in attachments with this complaint showing my wife was at work on the day of delivery. So, if she was at work, who signed the delivery sheet? I will say (type) it another way: unless the delivery company personnel came over to *************** and went into an operating room (wife is a nurse anesthetist) and had her sign the document, then someone printed  her name. They didn't even try to write a signature. 

  I have asked/mentioned the following several times: since we purchased two different vanities from KB Authority, please provide this thread or the BBB themselves with the two different delivery sheets. That should be easy for you all to do. Once you provide the two delivery sheets we can compare the signatures. The one that was provided wasn't even signed. As I just mentioned, someone printed my wife's name. 

  This should be really easy to do. Quit dodging that request. As a note, I contacted the delivery company too. They were really nice and easy to communicate with until I asked for a copy of the delivery sheet. Afterwards they ceased communications with me. 

  In my work I use deduction, reasoning and logic to help with some of the problems and failures that my company sees during the day. I bring this up because those words come to mind when I ask; if KB Authority or the delivery company doesn't have anything to hide, why won't they provide both delivery sheets?
  
  Sincerely,
  
  ***********************

• Initial Complaint

  Date:08/24/2023

  Type:Product Issues
  Status:

  ResolvedMore 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 7/21 I requested approval to return a part and was approved ( RMA CMA7827741). The part was received by them on 7/26. I received an email that the refund (less 20% restocking fee) would be applied in **** business days. Attempts to obtain any information on status have failed.

  Business Response

  Date: 08/31/2023

  We apologize for the delay regarding your order. Unfortunately, we were unable to issue a refund while there was an open PayPal Case. Our accounting department has now refunded the PayPal account. If you have any questions, please feel free to contact us. 

  Customer Answer

  Date: 08/31/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:05/18/2023

  Type:Product 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 April 5th, I was charged $1,652 by KB authority for a bathroom vanity which I decided to purchase (order #******). Two days later I decided to cancel the order, because I realized the unit was not suitable for our space. When I called to cancel the order on the 7th I was told by the rep that she didn't see tracking info yet, so the refund request was "probably okay." Later I received a call indicating there was some sort of logistical error here which "worked in my favor," and I could expect a "full refund." I later spoke to the same representative again on May 4th, and he verbally confirmed again that I would receive a "full refund" and that the payment just needed to be processed. I called again on the 5th to see if they could expedite processing the refund, and spoke to another representative who again confirmed per the notes in my file that I would be getting a "full refund." After all that, I then received an email that there would be a $500 shipping fee. They have since initiated a refund for $1,152, despite my outreach indicating previous communications with their representatives. I AM SEEKING A FULL REFUND FOR THIS PRODUCT, INCLUDING THE $500 FEE THEY WITHELD. This is the second consecutive order (see order #******) from KB that has gone wrong which ultimately cost me additional money. In that case I ordered a vanity mirror which took over a month to ship. When it finally did, it was lost by the carrier. KB was unwilling to honor the price (instead telling me that I would have to pay $150 more to get a replacement) even though the issue was through no fault of my own. I ended up having to buy it from another more dependable vendor for $250 more, and had to pay my contractor extra, because he needed to make an additional site visit for installation due to the delay. Taken individually, these incidents represent a bad faith customer experience on **********************'s part, but taken together, consecutively this represents a pattern of poor business practice, and borders on a scam.

  Business Response

  Date: 06/07/2023

  We sincerely apologize for the inconvenience, unfortunately the request to cancel the order was denied because it was requested after the order was already shipped and in transit to the delivery address. The manufacturer requested for the shipment to be rerouted back to their facility based off of the cancellation request. Please note, when an order is in transit, it is too late to cancel and if the order is returned/refused our terms and conditions and return policies go into effect. As per per our policies the customer is responsible for shipping the item back to the manufacturer. Since the manufacturer requested to cancel the shipment with the carrier as per the cancellation request made while the shipment was already in transit, the carrier returned the shipment back to the manufacturer.

  Both the carrier and the manufacturer offered to ship the product back to the delivery address free of charge but that was denied because you did not want the order. The manufacturer and the carrier then agreed to waive both the restocking fees and the refusal fees but insisted that the return shipping fee of $500 USD (Five Hundred Dollars and Zero Cent) be assessed since you were the requestor of the order cancellation during the time your order was already in transit to you. A refund has previously been provided as per our terms and conditions and return policy. If you have any questions please feel free to contact us.

  Customer Answer

  Date: 06/15/2023

   
  Complaint: 20075579
  
  I am rejecting this response because: while I do not dispute that I canceled the order one day after it was shipped, I was told repeatedly by several different customer service representatives that there was some sort of logistics error which "worked in your favor" and that as a result, I would receive a "full refund."  This was repeated by two different customer service representatives, one of whom said this in the presence of my wife on speaker phone.  Then they withheld $500 from the refund for "return shipping."  This is contrary to what I was told by the vendor on several occasions.   
  
  Sincerely,
  
  *******************

  Business Response

  Date: 06/28/2023

  Our company had tried to do everything possible to get the order rerouted and cancelled with no additional charges but since the request was put in after the shipment was in transit, the carrier was unwilling to waive the $500.00 fee. The carrier did offer to reship the order free of charge to the delivery address,but the option was declined by the customer. We sincerely apologize for the inconvenience pertaining to the order and had requested the fee to be waived multiple times,but our request was denied.
  A mix-up occurred when the initial phone call was made to our company on 4/18/2023 in which the customer notified us that the shipment was never received. The tracking information shows the order was delivered on 4/13/23 but since the customer did not receive the order, the representative put in a claim based off the tracking information as lost in transit. If the shipment was lost during transit, then a full refund would be provided to the customer.
  After the claim was put in, it was determined that the shipment was not lost but in fact was successfully rerouted back to the manufacturer due to the cancellation request which was put in after the order was already shipped. As a courtesy the carrier and the manufacturer waived the 20% restocking fee and refusal fee which is outlined in our terms and conditions and return policy and charged the return shipping fee of $500.00.

  Customer Answer

  Date: 06/30/2023

   
  Complaint: 20075579
  
  I am rejecting this response because:

  The vendor clearly indicates that there was some sort of system error on their side that mistakenly indicated the 'the order was delivered on 4/13/23.' I only ever confirmed that it had not been delivered.  Regardless of whatever subsequent steps were taken or their policies, from that point onward the vendor (specifically multiple different CS reps) indicated that I would receive a full refund because "this error had worked in my favor." In one instance, this was stated in front of a witness while I had the vendor on speaker phone in the car.  It would also be reflected in the vendor's recordings of these calls. It is incumbent on the vendor to provide accurate information to customers, and I expect them to honor their stated commitment to a full refund.  If not, I plan to share a detailed account of this (and my previous) experience with the vendor on Yelp and other consumer products review sites.

  Sincerely,
  
  *******************

  Business Response

  Date: 07/21/2023

  Please be advised there was not a system error that occurred.
  Our customer service representative did say that it would work out in your favor if there was a mis-shipment, damage, or if it was delivered to the wrong address. Since none of those occurred your cancellation request was not upheld, and fees occurred.If there was an issue with the shipment, then the customer would not be liable for any fees.
  Due to the confusion pertaining to the order, the carriers offered to redeliver the shipment to your residence free of charge which was declined. The manufacturer then waived the restocking fee and refusal fees. We have not been given the approval to waive the return shipping fee and apologize for the inconvenience. This is the fee that the manufacturer and carrier are charging. 

  Customer Answer

  Date: 07/24/2023

   
  Complaint: 20075579
  
  I am rejecting this response because: Even if you interpret "in my favor" as not receiving any return shipping fees (for an item I did not want) or restocking fee, the fact remains that I was told I would receive a full refund by YOUR representatives on several occasions.  Third parties heard this as well on at least one occasion and it would be reflected in your call logs.  I expect you to honor this commitment. If you are indicating that your representatives lied to me, then your business has zero credibility. If you do not provide the full refund, I will post a detailed account of this experience online. Trust is critical in a business relationship, and when your representatives clearly state something, it should be the truth.
  
  Sincerely,
  
  *******************

• Initial Complaint

  Date:05/11/2023

  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 vanity on 12.19.22. I paid $1137.23. The website advertised the vanity as having a top. It arrived without a top. I called to ask where the top was, and was told the installation instructions show you there is no top. My point is they cannot advertise a top, then not send the top saying I would find out I wasn't getting a top until i read the installation instructions. Then I returned the vanity on 4.19.23, adn it was received on 4.24.23. They owe me $1137.23 as a credit on my Citi Card. Thank you.

  Business Response

  Date: 05/12/2023

  ****

  We sincerely apologize for the inconvenience regarding your order. Please be advised that we are unable to refund an order while there is an ongoing charge back. We received the confirmation that the charge back was closed yesterday on 5/11/2023 and a full refund was provided to your original form of payment this morning by our accounting department. If you have any questions please feel free to contact **.
  

• Initial Complaint

  Date:01/30/2023

  Type:Delivery 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 01/17/23 I purchased a sink. The website states "YOU Dream it...We ship it" Said they had over 200 in stock, and ships in 3-5 days. Free shipping! I paid $373.28. Week later I call, and they tell me manufacturer in ***** is shipping it. Then I get an email stating there is a unknown backorder due to "** port issues", and I need to pay another $182.00 for shipping. OR, I can request cancellation with full refund. I opted for cancellation. Then I get another email stating the order cannot be cancelled as the manufacturer already shipped it but obviously they do not know where it is or when it will get to me, if ever. I did not purchase the sink from the manufacturer. All of this is false advertisement on their website. They have 0 of these sinks in stock. They do not ship it. They sell it under "free shipping" then a week later ask me for $182 for shipping. Here is copy of the email I received first: Wed, Jan 25 at 12:41 PM Due to unforeseen supply chain issues, the item(s) you have ordered have been pushed back one again however, this time we do not have a concrete date of restock due to major issues at the US ports.At this time majority of the manufacturers are not accepting any back orders until the logistical issues are somewhat resolved. KBA has an extensive network of manufacturers, suppliers and distributers which we were able to secure the product(s) you have ordered from an alternative source unfortunately, free shipping would no longer apply to this order.The new shipping charge would be $182.00. We understand how frustrating this must be and we share your frustration and are trying to do everything possible to get your order to you as quickly as possible. Kindly, let us know as soon as possible if you would like to proceed with your order or if you would like to cancel it for a full refund, should you wish to continue, the order will be shipped in approximately 1-2 weeks.

  Business Response

  Date: 02/10/2023

  We apologize for the inconvenience. After your order was placed our warehouse notified us that the unit did not arrive as expected and all orders were cancelled. Due to the inventory error we were able to get the manufacturer to ship the item from their in house facility. Since the item would not be shipping from our facility we could no longer offer free shipping. Our accounting department has confirmed that a full refund has been previously provided and if you have any questions please feel free to contact us.