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:01/15/2025

  Type:Service or Repair 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.

  This is my first time ordering from King McNeal. After reading positive feedback about the quality of items from the company and this particular jacket, I was excited about placing an order. I waited with high anticipation for the jacket's arrival only to discover that there were several flaws. As the item is wool, the flaws included streaks of blue within the fabric as well as a couple of black spots. Still interested in having the jacket and thinking that this was likely an outlier, I requested through email that a replacement jacket of the same style be sent. The response indicated that due to the fact that the item is made of wool and light in color, a replacement would likely have the same as the first. I also requested a refund of the shipping amount ($21) that was spent to return the jacket, but to no avail. While I recognize company policy, in this case it does not seem right to leave the customer on the hook for returning an item that was/is flawed and certainly through no fault of the customer. I am saddened and disappointed that this has been my first and likely my last purchase from the company as it appears the best interest of the customer is not considered nor afforded. If I would have received a refund for the purchase, I would not patronize the company again. I have yet to receive complete communication about the purchase including the request for them to honor the 20% first time purchase discount if I must order again to use any credit. I also have not received the credit which was stated was sent to me. It is unfortunate that a company with so many choices from multiple ****************** is not more customer service focused. Interestingly enough, I notice that a review that I recently submitted is no longer there. In addition, no one has taken a moment to call or email. In looking at submissions on this site, it appears lack of response, challenges with refunds and dismissiveness is regular. It's unfortunate.

  Business Response

  Date: 01/20/2025

  The website would not allow us to post pictures. 
  Customer used the 20% off code on purchase.
  customer was emailed store credit twice
  customer did not follow store policies to initiate a return
  we explained to customer that real natural wool fabric in undyed state has random color fibers and thats how its made.
  please see attached documents as proof. 

  Customer Answer

  Date: 01/22/2025

   
  Complaint: 22817683
  
  I am rejecting this response because: according to the website, customers are to initiate a return within 7 days of delivery of the item.  I noticed the flaws immediately when the package arrived, therefore I emailed the company withing two hours of receipt of the jacket on January 2. There is nothing on the website that indicates that once a request is initiated that the buyer is to wait for any further guidance.  Rather, it indicates that the items must be unworn with all tags attached, which were. Before sending the item back, I emailed the company in three separate emails beginning on January 2.  The jacket was sent back as to allow time (over the holidays) to be received within their established 7 day timeline.  In reviewing the website's return ****, there is nothing there to indicate the customer is to send photos.  Additionally, the description of the jacket on their **** says nothing about flaws that might be present on the wool jacket.  Had that been the case, I, the customer would have had the option to consider if I was willing to take a chance.  In this case, I expected to receive a jacket absent of blue streaks and black spots. To not refund the $21 that I had to spend to send back an item that could not be utilized is not right. Again, I am asking for a refund of this.  

  With regards to the 20% off, my simple "ask" here and in the emails was that IF they refused to give me a refund, that they would honor the 20% again since the percentage off was extended to no customers.  While it was indeed applied to the first purchase, the first purchase was returned.  Would it not make sense and be in the customer's best interest to extend the same considering the customer gained no benefit from the first order since the item was flawed.  I continue to ask for this since a refund doesn't seem to be something King McNeal is willing to grant.  

  Regarding the credit, I am appreciative that the response to the BBB complaint indicated that they sent a credit. The email with the credit was located in spam/junk.  

  The aforementioned concerns remain unresolved, not considered, and unaddressed.  

  
  Sincerely,
  
  K D

  Business Response

  Date: 01/23/2025

  You can review the policy here: *****************************************************************

  To initiate means to begin the process, we have to be notified of the issue before we are able to give further guidance. The first sentence says that approved returns will receive a store credit. 
  

  Real natural wool and leather has flaws naturally. Thats one of the way to tell if its real.

  We have already sent the store credit multiple times. 

• Initial Complaint

  Date:12/09/2024

  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.

  I placed an order with this company on November 19, 2024 with 2 day shipping. I have called emailed left several messages via phone and social media about my order and still have not received a return response to any communication. Finally on 12/3/2024 after calling the phone number back to back 7 times a young lady answered and I told her my issue she said well we dont do refunds. I said no refund even though you cannot produce the item purchased. She said she would talk to the manager and get back to me by the end of day and took my number and this company has still yet to make any communication with me regarding my order. I would love to receive my order however if it cannot be produced I would like a complete refund of my purchase

  Business Response

  Date: 01/07/2025

  Hello,
  
  We responded to the customer email showing them the shipping policy.

  We dont have 2 day shipping.

  Customer chose the slowest possible shipping method.  

• Initial Complaint

  Date:11/24/2024

  Type:Service or Repair 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 October 30, ************************************** the amount of $200.00 for a gift card I purchased through their website. The gift card info was supposed to be emailed to me. To date I have never received an email with the git card info. I have reached out to them numerous times via contact email (on website) and by phone. No reponse.

  Business Response

  Date: 01/07/2025

  Hello,
  
  We emailed the customer the gift card multiple times.