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:11/04/2024

  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.

  I placed an order for a cooler on kongcoolers.com on 09/09/2024 (Order ********). I received the cooler on 09/12/2024, but found it had scratches on the bottom and dust/dirt on the handle. I sent nine pictures of the defects to [email protected] on 09/15/2024.
  
  Customer service representative ****** acknowledged that the condition of the cooler did not meet their production standards, but she asked me to return it at my own shipping cost. I requested a return label multiple times but have not received any assistance. They denied the cooler was used or damaged, admitted it did not meet production standards, yet still asked me to return it at my own expense.
  I posted a product review on their website on 09/15/2024, but it has never appeared. Only 5-star customer reviews are displayed. This is not a legitimate review process; it hides the true story.

  Business Response

  Date: 11/14/2024

  Thank you for your patience as we continue to address these concerns. We understand that this process has been frustrating for this customer. As outlined in our previous communications, we have thoroughly reviewed the photos provided and the condition of the cooler. We have found no evidence of any manufacturing defects or that this falls under our standard warranty, and, as stated in our return policy, the issue is cosmetic in nature and not related to a factory fault. We offered multiple solutions in line with our return policy, including a $40 partial refund for the inconvenience, and we also clearly outlined the steps for returning the product. Unfortunately, the customer chose not to accept any of the options we provided.

   

  To summarize our position:

  • The cooler was not found to be defective and this is not covered under our warranty.
  • As per our return policy, we are unable to provide a return shipping label, as return shipping costs are the responsibility of the customer.
  • Provide a refund of $283.61 once the cooler is returned, in accordance with our 30-day return policy. Please note that return shipping is at the consumer's expense, as outlined in the policy.

  We understand that the recent customer-initiated chargeback request is now under review, and we have provided all necessary documentation, including a detailed history of our communications and the solutions offered to the credit card issuer. Please note that KONG Coolers has acted within the bounds of our stated return policy. While we regret that we were unable to come to an agreement, we stand by our policy and have made every effort to resolve the situation amicably. Should you have any further questions or need additional information, please don’t hesitate to reach out. We will, of course, continue to monitor the chargeback process and are hopeful for a resolution in the coming days.

  
  

  "Kong Coolers Customer Service"

  
  

  Thank you again!

   

  
  

  Customer Answer

  Date: 11/19/2024

  #Kong cooler violate The Consumer Review Fairness Act 
  

  during the return request , I went to their website wrote review but was banned . Only 5 stars review appears on their website. They ban honest negative review

  Business Response

  Date: 11/26/2024

  Dear *******,

  
  Thank you for your patience. After reviewing your case, we are willing to make an exception and resolve this matter, despite it falling outside our standard warranty process. Please note, we have made a one-time adjustment to refund you for the purchase of the cooler which is yours to keep.  

  We hope this resolution meets your satisfaction. 

  
  Sincerely,
  Kong Coolers Customer Support Team