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Business Profile

Womens Clothing

Shop Keiko

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Womens Clothing.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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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.

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  • Initial Complaint

    Date:10/11/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 August 27, 2024 I bought 2 hair claw clips: 1 Coopmonsters monstera hair claw clip for $16.00 and 1 Kahomelani pink 'ulu quilt hair claw clip for $16.00. Receipt #: 2-12572 it says in store exchange or store credit only. On August 28, 2024 I contacted Shop Keiko via e-mail since they do not have a phone number. They said they would not allow a exchange or store credit for a hair claw clip even if it was not used. When I was at the Shop Keiko store the cashier told me I could exchange or get store credit if clip still had tags on it. About 2 months ago, I also bought 2 other hair claw clips from Shop Keiko: 1 Kahomelani Hebrew shell hair claw clip for $14.00 and 1 Kahomelani ******** **** hair claw clip for $14.00. Shop Keiko did not seem to like the idea when I mentioned the clip I bought was defective. They only opened one new clear bag packaging with enclosed hair claw clip for me to look at to see that it was in good (new) condition/no defects and they said they couldn't open up anymore bags for me to look at. The customer service was not that good. It seemed like the business was only helpful when they wanted to sell me the products, but afterwards once I made the purchases then they were not that helpful. Both times I asked for an exchange from Shop Keiko I did show my receipts and items still with tag, original packaging, it seemed like they did not want to assist with my concern. Nowhere on the receipts does it state can't exchange or get store credit back from hair claw clips. In my opinion, I feel the business could improve their customer service and their return/exchange policy.

    Business Response

    Date: 10/11/2024

    Our policy for hair clips due to hygiene reasons is that all clips are all sales final. Our staff tells customers this upon checkout. On July 16, 2024, we were notified of the "defective" hair clip when we got an e-mail from ******* asking for a replacement. We indicated in this email that all of our hair clips are technically final sale (see attached screenshot), but we were willing to make a one-time exception to this policy. She came back to the store and I had my staff open the packaging to inspect the clip and once again emphasize that our hair clips are all sales final. 

    She came back in a separate instance to purchase more hair clips. I instructed my staff on this day to emphasize that all our hair clips are all sales final, as I did not want to encounter a similar issue as the one that we had on July 16. She agreed and then that same day (Aug 11), she emailed us asking to do an exchange. As I knew that I already told her in our email exchange on July 16 that all clips were all sales final AND my staff emphasized this again on August 11, I told her that we could not issue the exchange. 

    Customer Answer

    Date: 10/11/2024

     
    Complaint: 22372143

    I am rejecting this response because:  although I do appreciate the reply from the business I do not think their business return/exchange policy is good and I don't think I will be making any future purchases from Shop Keiko. Thank you BBB for assisting with my concern.

    Sincerely,

    ******* ****

Shop Keiko is NOT a BBB Accredited Business.

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