Complaints

This profile includes complaints for Kayser-Roth Corporation's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Kayser-Roth Corporation

  102 Corporate Center Blvd. Greensboro, NC 27405

• 

  Kayser-Roth Corporation

  P.O. Box 26535 Greensboro, NC 27415

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:02/13/2025

  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.

  I brought 4 packs of 3 each of mini chew socks in size 4-10 last year, after a few times the heel part worn down very bad on every pair, I emailed the *********** and CEO in ***** and *** and never received any reply back for replacement of these 4 packs. Im a disabled war vet!

  Business Response

  Date: 02/14/2025

  Hi there,

  We're sorry you experienced quality issues with your socks. We received your initial complaint in November of 2024 and replied to the email you provided ********************** requesting images of the issue as well as packaging and your store receipt to have our quality team review. 

  You advised you were unable to send images. We were able to offer a store credit to replace one pack as an exception without return of the items. If you'd like to return the items with your receipt to the address below, we would be happy to issue a credit to replace all 4 packs upon receipt. If you're able to send images of the issue and receipt, you may message directly at ****************************************** Please let us know if you have further concerns. Thank you for sharing your experience--we had shared the details you gave us with our quality team, and the issue is currently under review.

   

  No nonsense Consumer Care

  PO Box 26535

  ********************

   

  Thank you,

   

  *******

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:  

  Complaint# ********
  Good Afternoon; Please read my 2 email replies from 2/17/25 to this company. Im a disabled war vet from the ***. I didnt receive any reply back from my last email ,my request is normal as a customer of this company ,my late husband owned a retail business and he said that the customers is allways right  !  Tks,Mrs.D.Demalley  

  
  
  
  

  Customer Answer

  Date: 02/18/2025

   I am rejecting this response because:  

  Complaint# ********
  Good Afternoon; Please read my 2 email replies from 2/17/25 to this company. Im a disabled war vet from the ***. I didnt receive any reply back from my last email ,my request is normal as a customer of this company ,my late husband owned a retail business and he said that the customers is allways right  !  Tks,Mrs.D.Demalley  

  ---------- Forwarded message ---------
  From: ****** Demalley **********************************************************************
  Date: Mon, Feb 17, 2025 at 3:44 PM
  Subject: Re: Read email below!!!
  To: ******* at Nononsense **********************************************************************************

   

  Your ceo of Italy and the usa didnt reply to my emails to them after i received your email. Your company forgot that "The Customer iis all ways right"! In what i emailed from my last email is what i want done, no ifs or buts! Go It ? If you cant handle my request from my last email then get me a high up who can asap!  D.D,. 

   

  On Mon, Feb 17, 2025 at 7:36 AM ******* at Nononsense ************************************************************************************************** wrote:

  Hi ******,
  
  We replied to your 11/22 message. We emailed your free return label 2/14--do you need us to mail to you? Can you please confirm your address is correct? Once your socks are reviewed by our quality team, we'll contact you regarding a gift card or replacement items.
  
  ************************> #1N
  *********, ********
  
  
  Thank you,
  
  
  *******
  
  On Monday, February 17, 2025 at 6:05 AM, ****** Demalley wrote:

  Hello; Since this company didnt answer my emails and i had to go to the bbb
  to get back an answer from this company ,i dont trust this company to
  replace my socks,! This is what i want for this company to do ,To send me 4
  packs of 4 to 10 size of crew socks and an mailing envelope and return
  label to me ,then i will send back to them the bad socks . A copy of this
  email is going to the bbb too. Mrs.D.Demalley
  
  On Fri, Feb 14, 2025 at 1:58 PM ******* at Nononsense ****
  ********************************************************************************************** wrote:
  
  **** Hi ******, **** **** No worries! I've attached a free **** return label to send the remaining **** socks back. Please let me know if you need me to mail it to your home if **** you're unable to print. **** **** **** Thank you, **** **** **** Miranda **** **** On Friday, February 14, 2025 at 8:44 AM, ****** Demalley wrote: **** **** Good Morning; I dont have all the items anymore ,just a few ones and im not **** going to spend my money on sending them back to this company and i didnt **** ask for a refund . Im a disabled war vet of the ***. If your company **** cares about their customers then they should replace the 4 packs (4-10 size **** mini crew) of socks to me asap. This company has caused me lots of stress **** so far by not anweing my emails to them ! Mrs.D.Demalley **** **** On Fri, Feb 14, 2025 at 6:30 AM ******* at Nononsense **** **** ********************************************************************************************** wrote: **** **** **** Hi ******, **** **** We received your complaint with the BBB regarding your **** socks and replied **** directly through the agency. We're sorry, again, for **** the issues with your **** socks deteriorating. If you decide you'd like to **** return the items, please **** mail to the address below and we'll gladly **** replace all 4 packs. If you **** decide you'd like a store credit to replace **** one pack without return, please **** let us know and we'll be happy to do so. **** Let us know of any further **** concerns. Thank you for reaching out. **** **** **** Kindly, **** **** **** Miranda **** **** **** On Tuesday, December 3, 2024 at 8:05 AM, **** Support Agent wrote: **** **** We understand you're unable to send images of the **** issue/receipt. Normally, **** we are unable to replace items purchased through **** retail and in the event **** we're able to make an exception, it requires **** images of the issue or return **** of the items. Without returning the items **** with your original receipt, we **** are able to make a further exception in **** issuing a store credit to replace **** one pack. Will this work for you or **** would you prefer to return the items **** for our quality team to review? **** **** **** ****

  
  
  
  

• Initial Complaint

  Date:11/22/2023

  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.

  Kayser-Roth, under the Hue name, created a Kickstarter campaign for ****** shoes in January of 2022, and was fully backed in March of that year, taking their money from 1,783 backers, totaling $138,473. They have promised production, surveys, shipping, details, etc. over the course of 18 updates, the last in august of 2023, but have not delivered, blaming shipping, supply and a variety of other problems. This company is huge, and it seems they have no intention of fulfilling their duty to their backers, and that they essentially had found a creative way to steal money from people. Kickstarter is not a guarantee, I get it, but Hue and Kayser-Roth are established corporations who should be held to a standard of delivering on what they have promised, not getting away with stealing under the guise of a new and improved product. It’s despicable that a company of this size and reputation would be so backhanded and irresponsible and I’m hoping the BBB can put some pressure on them to admit their theft to all 1,783 backers or deliver on their product.

  Business Response

  Date: 12/01/2023

  Throughout 2022
  and 2023, we have strived to maintain transparent communication, providing
  updates on the challenges we faced post-pandemic. Delivering a high-quality
  product for our consumers has always been our goal. Unforeseen disruptions in
  development and supply chain have been significant hurdles, and we acknowledge
  the impact these have had on the overall project and timelines.  
  
  In August 2023,
  The ****** team provided a survey to backers to collect updated information and
  have continued to respond to direct messages.  Based upon the feedback
  received, the final production orders were placed, and we have progressed to
  the manufacturing phase of the project.
  
  After careful
  assessment, we are confident that we will commence shipping March 2024,
  allowing us to ensure the highest quality standards and a smooth fulfillment
  process.

  Customer Answer

  Date: 12/01/2023

   I am rejecting this response because:
  
  
  
  
  If your goal had been transparency in your communications why is the first I’ve heard March 2024 in this response? That’s not been communicated to the campaign, and honestly, it’s just another in a long line of failed promises to deliver from the company. I believe the last communication was from August 18. That’s 3.5 months ago. Don’t you have some sort of communications team to communicate? Own the mistake and do what it takes to deliver the product in March 2024, because you’ve been promising delivery for nearly two years at this point. Other companies have overcome these same shipping and design issues so there’s really not an excuse that you can’t or haven’t. Your campaign was funded in February 2022. You collected nearly $140k. People had trust in you to deliver upon your promises and you’re making money on top of taking our money. What extra incentives are you offering your backers for a TWO PLUS YEAR wait?? Another year to wait? As I said. Deliver the product to backers or give them the option for a refund. And an actual sincere apology for failing to live up to the brands reputation without blaming someone else might be nice too. Your backers are angry and impatient. How will you be held accountable for actually delivering this time??

  Business Response

  Date: 12/01/2023

  We apologize again for frustration. We will be posting a public update within the next week; we appreciate your understanding.

• Initial Complaint

  Date:11/13/2023

  Type:Billing 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 purchased pants on their website. At checkout, I made sure to toggle off the $.98 “route” tracking fee. I knew it wasn’t what I wanted and needed. After I paid, the statement charged me for it anyway. I was frustrated and disputed that specific charge, knowing I intentionally turned it off. They sent me an email stating that since I disputed it, they canceled my order completely. They took the money out of my account but completely canceled my order. When I asked for my money back (several times) they tell me their accounting department doesn’t know how to refund if a case is open? The case is not open but that’s the excuse I get. How can an accounting department not know how to give a customer their money back? The order wasn’t shipped so the money is NOT theirs. The amount is not significant but their business practices are unethical and sneaky.

  Customer Answer

  Date: 11/13/2023

  These are screenshots of my order and (one of many) correspondences with the company. 

  Business Response

  Date: 11/13/2023

  An open dispute will automatically cancel an order on our end and unfortunately, until a dispute is closed, system constraints prevent us from refunding. After multiple contacts with our accounting team, they were able to work around the system and refund via ****** in full. Please see attached file.

  Business Response

  Date: 11/13/2023

  An open dispute will automatically cancel an order on our end and unfortunately, until a dispute is closed, system constraints prevent us from refunding. After multiple contacts with our accounting team, they were able to work around the system and refund via ****** in full. Please see attached file.

  Customer Answer

  Date: 11/13/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:07/21/2023

  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.

  On January 20, 2022 I funded a kickstarter run by this company via *** for a Liflat shoe. At that time, they stated that the item would be shipped in July 2022. Months went by without an update. On July 27 and 29, 2022 they apologized for the lack of transparency and blamed supply chain issues. On August 2, 2022 they stated that shoes would be shipped in February 2023. On September 2, 2022 they offered free leggings in lieu of a refund. On February 10, 2023 they stated that shoes were "estimated" to ship in July 2023. Five months later, today, they emailed saying that there have been changes in personnel and shoes will ship in "early Spring '24" and again apologized for the lack of transparency but at this point it is clear there is no desire to change and I do not believe I will ever receive the product I paid for.

  Customer Answer

  Date: 07/25/2023

  Attached are my order confirmation and one of the original emails they sent making excuses for the delay.

  Business Response

  Date: 07/27/2023

  We truly regret that the LiFlat project has experienced delays, however, we are unable to offer refunds for any pledges as those funds have been used to advance the project. For details on Kickstarter refunds, please visit ******************************************************************************************************************************************

• Initial Complaint

  Date:04/15/2023

  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.

  They sent me the wrong item. I ordered one pair in color white and they sent another. I contacted multiple times via their website form and they are not replying.
  
  Order # *********

  Customer Answer

  Date: 04/16/2023

  I sent a message to them a week ago via their website form. There was no confirmation email or anything. It just said they would get back to me in 2 days.

  Business Response

  Date: 04/17/2023

  We've reached out to the customer directly and attached this communication.

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.

• Initial Complaint

  Date:02/21/2023

  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.

  *** advertised a campaign on *********** for shoes. It as funded in February 2022. The shoes were to start shipping in July 2022.
  As of this date, I have not received the shoes. *** now is estimating the shoes might ship in July 2023.
  I emailed the company directly that I want a refund and they are refusing.
  I have paid $74.
  The company is sending leggings in lieu of the shoes, but are not clearly stating to recipients that the leggings are replacing the shoes.

  Business Response

  Date: 02/22/2023

  We apologize for the delays in production and have updated our backers as of 02/10. Unfortunately, because funds have been used in production/design, we are unable to offer refunds. For details regarding ***********'s policy on refunds, please visit *************************************************************************************************

   

  We appreciate your patience and will provide updates as they are available.

• Initial Complaint

  Date:02/18/2023

  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.

  A subsidiary company, ***, created a campaign on Kickstarter to create a new shoe (Liflat by ***). The product was promised in July 2022, then updated to unknown, then updated again to February 2023. There have been no product updates since November, and I still am not in receipt of the product or shipping information. I ordered 2 pairs through the campaign, as well as sock liners. The most recent update speculates the product will be sent in July. 2023. At this point, I feel the company has stolen my money and will not provide any actual product.

  Business Response

  Date: 02/21/2023

  We apologize for the delays in production; we have provided updates as of 2/10 and unfortunately, because funds have already gone into design and production, we are not able to offer refunds. We expect to ship by July. Please view Kickstarter refund information at *************************************************************************************************

  Customer Answer

  Date: 02/21/2023

   I am rejecting this response because:
  
  
  
  
  This project was backed and funded a year ago! There have been huge gaps in communication, and while the most recent update was on 02/10/2023, the previous communication was provided in November of 2022! I understand production delays, but the product is now being “promised” a year after it was initially projected! I trusted Kayser-Roth to produce the product they promised, and they have not. I do not believe this product will ever be produced. I have attached a snapshot of the provided updates for further documentation. Kayser-Roth has deceived me with the promise of goods that I have paid for and not received. 

• Initial Complaint

  Date:01/11/2023

  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 need to exchange a Christmas gift, after 15 different messages, emails, social media postings and calls I have yet to hear back. I called the customer service number, which does not allow messages to be left, nor can I find the actual PACAS number, PACAS seems to be part of Kaiser Roth Inc.? My order number is ******.

  Business Response

  Date: 01/12/2023

  We do not have access to Pacas orders or provide customer service for this brand. The customer will need to contact them directly at **************************************. We understand Pacas has been slow to respond, but we're unable to assist Pacas customers, unfortunately.