ComplaintsforKelantis Inc

• Initial Complaint

  03/05/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I ordered an reproduction antique slip shade from this company and I understand that they have a 20% restocking fee. However the product was defective upon arrival and they would not waive that fee or refund any shipping cost that I had to pay to have them ship it to me or for me to ship it back. So, for the pleasure of receiving and returning a defective product I ended up paying around $70. Really glad it wasn't a more expensive item or I would've been out that much more for nothing. See photo comparison of the shade that I ordered versus an original. The shade that was sent had an obviously defective finish that allowed light through where it shouldn't have, was a non-matching color, and had edges so rough that it wouldn't even fit in the chandelier. They may as well have just sent me a box of broken glass and charged me $70.

  Business response

  03/11/2024

   

  Customer ordered a reproduction glass shade on-line. The product was not defective.  In fact,the glass shade is exactly as described.It is common knowledge that there is the difference between antique and  reproduction. Customer agreed our terms and conditions of returns. Thank you !
  

  Customer response

  03/11/2024

   
  Complaint: 21388123
  
  I am rejecting this response because: despite the business claiming that the product was exactly as ordered, it is clearly defective as shown in the pictures submitted with the original complaint. It did not fit into slots on the chandelier because the edges were rough and jagged and even if it had fit it did not shade anything because it allowed a lot of light through as shown in the pictures. Not to mention that it did not even come close to looking like the original shades.  I shouldnt have to pay a bunch of fees just to find out that they are attempting to sell a product that is not fit for the purpose that it is advertised. 
  
  Sincerely,
  
  ***************************

  Business response

  03/18/2024

  As curator of the only Art **** Lighting museum in AmericaI have
  been asked by Vintage Hardware to compare slip shades,,,old and ****** a
  fixture that is called Bat Wing in the local antique trade.
  What needs to be understood by persons NOT familiar with the 1930 design
  of slip shadesis that they never fit perfectly.  ********,  the manufacturer
  of this fixture,  knew that handmade glass techniques caused variations in
  sizes and shapes of glass shades.  They designed a pocket for the shades
  to be placed into instead of a rigid frame due to the handmade glass manufacturing
  variations in the 1930s. Comparing 1930 antique shades to the shades sold at
  Vintage HardwareI find they are virtually identical in variations and fit.
  They were called slip shades for that reason.  You cannot make arbitrary
  fit judgments based on 2024 standards for antique fixtures designed
  and manufactured in the 1930s.

  Customer response

  03/18/2024

  This is about more than the fit of the slip shade which as compared to the originals that I have is not even close.  This slip shade does not even shade the light from coming through which as seen in the picture comparison that I provided way off from the original.  To say that this product is not defective is completely disingenuous.  What would you call a light bulb that does not provide light upon purchase?  What would you call a toaster that does not toast upon purchase?  What would you call a shade that does not provide shade upon purchase?  DEFECTIVE!  There is simply no way to say that this product was fit for the purpose that it was sold or in line with what is shown on their website. 

  Business response

  03/27/2024

  This glass shade is exactly as described on our website.
  

  "As the group picture illustrates...there are dozens and dozens of
  finishes of the 1935 shades, so the term matching to old ones is
  usually out of the question. If matching is vital, dont purchase these
  shades.  Usually what a dealer will do is to buy a complete set, and
  use his antique partial set to complete lesser numbers of shaded
  fixtures.  Different antique shade finishes result from:  different
  production runs of these shades...or...being washed hundreds of
  times...or...bleached out by the sun...and even...storage in poor
  conditions."

  It clearly states that " IF MATCHING IS VITAL, DON'T PURCHASE THESE SHADES"

  Thank you.
  

  Customer response

  03/27/2024

   
  Complaint: 21388123
  
  I am rejecting this response because: How can it be called a "shade" if it lets light through?  The finish on this non-shading "shade" is clearly defective as shown in the pictures and should not be sold. 
  
  Sincerely,
  
  ***************************

  Business response

  04/03/2024

  Again from our website description:

  " Different antique shade finishes result from:  different production runs
  of these shades...or...being washed hundreds of times...or...bleached
  out by the sun...and even...storage in poor conditions."

  Just because you don't like the way it was made 100 years ago...doesn't mean it's wrong or defective.

  Thank you.
  

  Customer response

  04/03/2024

   
  Complaint: 21388123
  
  So what this business is telling me is that whoever reproduced this shade picked a super crappy version or production run that doesnt even block light to reproduce?? Got it. That makes so much sense. 
  
  Sincerely,
  
  ***************************

• Initial Complaint

  04/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On January 13, 2023, I placed an online Order for 3 brass curtain rods. The web page for the item specifically stated that the items I ordered were supposed to be special shipping and and that I would receive an actual shipping cost invoice for the special freight. In addition the website said multiple quantity purchase would receive a combined purchase discount. I called them before ordering to confirm these policies and they told me since I was placing the order on Friday, ***** would give them the actual charges on the following Monday. I went ahead and placed the order through the website. I never received a combined and special shipping invoice, instead I was automatically charged the exorbitant online shipping default shipping charge estimate of $196.13, which is 3x the single item rate of $65.92, despite the fact that the order of 3 curtain rods was actually shipped to me in a single container, not 3 different containers. I called them and asked for the invoice. I was told on the phone that the website shipping statements referenced above shouldnt be there and that it is an error, which completely contradicts their earlier statements. When I demanded their shipping receipt from the shipper showing the actual charges they paid, I was then told that they could just charge all that extra for handling anyway. I sent an email on 2/1/2023 again requesting an actual shipping charges invoice, but received no response. Now the company has changed their website shipping information but still has not honored the policy that was up when I placed my order or their verbal confirmation on the date I placed my order. From the number of other complaints this business has received at the BBB, it is clear that this company has no regard for their customers. I hereby demand they produce the receipt for actual shipping costs they paid for shipping to the carrier and an appropriate refund of the extra I paid.

  Business response

  04/21/2023

  The cost of the items to ship that this customer had purchased is not a quantity based cost, it is a per item cost. There is the matter of packing material handling, packaging and man hours to get the item shipped in a timely manner for the 6 ft length curtain rods.
  
  No one in the sales, support or shipping department would provide the shipping information that the customer states in the complaint. In addition our website did not offer that multiple quantity purchase would receive a combine purchase discount for the item.

  The merchandise and shipping cost is clearly shown in the online order form prior to the customer clicking on the final submit order button.
  
  As a matter of business we do not provide customers with detailed shipping invoices from our shipping partners,  As mentioned above the shipping included packing material, handling, packaging and man hours to get the item shipped in a timely manner for the 6 ft length curtain rods this customer ordered.
  Tell ** why here...

  Customer response

  04/22/2023

   
  Complaint: 19931908
  
  I am rejecting this response because:

  The website clearly stated that this items was special freight and that I would be given an exact invoice. The website said their default shipping charge at checkout was not the actual charge.  They have now changed their website when my initial complaints brought it to their attention. The woman I spoke to on the phone claimed that the website was a mistake after I demanded the actual invoice amount.   Well, a contract is a contract, you cant claim mistake after the fact. 
  

  Also, the woman I spoke to on the phone the same day I placed my order also confirmed that ***** would provide an exact quote on Monday for both freight and multiple item consolidated delivery discount.  There was also a line on their website about multiple item purchases, which is now also deleted. I specifically called to confirm the shipping info since the default checkout amount seemed exorbitantly high. I went ahead and made the purchase based on her assurances and the website statements. 
  

  Now they claim they need almost $200 to for man hours and handling to pack 3 curtain rods in a single box even thought their default charged for 3 boxes separately packing and handling and shipping.  That response defied logic.  They know their actual shipping costs were much lower so they are trying to pad them with handling charges.  Bottom line:  Charging almost $200 for shipping 3 curtain rods is highway robbery! Buy a curtain rod of the same length on any other company website and you wont get this crazy high price. I gave this small business a chance and they turn out to be unscrupulous. Show me the actual shipping invoice!

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

  Business response

  05/02/2023

  Certain items on our site do have a 3 or less shipping charge such as our PT-32 5 panel door and several of our plaster medallions such as our ZK-19A. But our curtain/shower rods do not have this shipping charge listed and never has had it listed that way on our website.
  The shipping cost listed at the end of the checkout process, prior to the final button click for payment.

  We apologize that our service did not satisfy your expectation.
  
  

• Initial Complaint

  11/01/2021

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was charged full price plus shipping for an item that I later learned they did not have in stock and could not even estimate when they might receive it. They never told me they did not have it. Order #********. When I did not receive the order, or even tracking, after 2 weeks I called and only then did they admit they did not have the item and didn't know when it would arrive. Further, they now claim it will take 30 DAYS to process a refund.

  Business response

  11/09/2021

  Due to COVID 19 we have been short handed at our facilities. When customer called he was informed that it was delayed due to these issues and we had been working on his order. He then asked for the order to be cancelled. We did so and processed the refund right away. We have experienced unusual amounts of supply chain delays, as have other businesses.

  Customer response

  11/09/2021

   
  Better Business Bureau:
  
  Thank you for your involvement.  I have now received a refund.  The business initially told me a refund would take 30 days!  This after charging me full price plus shipping for an item they knew they did not have in stock and failling to inform me of that until I contacted them.  They have done this many times according to their online reviews and I'm certain it was the BBB contacting them that secured my refund.  So, thank you!
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  08/12/2021

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered brand new doorhandle set for French doors. On 06-01-2021.order # ****** Received a few days later after a month or so had gone by I went to install the handles open the box and found out they did not send one of the two handles. They told me it was Not their problem because it was after 30 days and I do not returns after 30 days. I did not want to return I just wanted all that I paid for. After continuing my installation I realize they had also sent me he said that the key was stuck in the lock and will not come out. Hi can get no help from this company I have been hung up on and my phone call is screamed and ignored. I spent $680.49 and have nothing but some worthless parts that do not make a complete door handle set.

  Business response

  08/24/2021

  The customers order was shipped complete. Thecustomer called on 8/11/21 about a missing a set ofhandle , we re-sent a replacement immediately even though it was past our 30day claim policy. We also reached out to the customer regarding the lock, itwas an error in the customers instillation. We have resolved all of the issues.If you need further information please contact us. Thank you.

  Customer response

  08/24/2021

   
  Complaint: 15742138
  
  I am rejecting this response because: The details of this information is untrue. They did not cooperate with me at all.They did not send out new handle until after they received my complaint from the BBB. Thank you to the BBB for making this happened so promptly. the key that was stuck in the lock had to be taken apart to get the key out which made the lock useless.which I never asked to return. I only asked for assistance getting the lockout and they told me that it was my fault it was stuck because I put it in a metal door And the mechanism was made for a wooden door. Which is also not true.I have the emails and photos to prove. Thank you to the BBB for helping me resolve this issue.but ************ still has horrible customer service and I would rate them a F. 

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

*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. ↩