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Business Profile

Games

Kardwell International

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 0 complaints 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:11/22/2022

    Type:Product 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.
    I ordered *** Canasta cards on the website www.kem.com
    What they sent me is not Canasta cards, they sent me regular playing cards and even the playing cards they sent are not regular sized. They have sent Narrow cards. So two mistakes: the cards are not Canasta cards as they have no point values written on them and the website does not say they will be narrow cards.
    I have sent email and followed up on phone. The customer service could not possibly have been more rude and worse. They are refusing to either send me the correct cards or to authorize return and refund.

    The way the cards are packed I cannot see the front of the card unless I open it. So I opened one deck. They claim they sent correct cards. How are they correct cards? The values are not written and the size of the cards is not standard. On the phone the lady said to me that “do I not know how to play canasta? The cards are for advanced players who do not need point values written on them.”
    And she is not even accepting the size is wrong and not as per the webpage description. And she is saying as I opened the deck, she cannot refund. How can I see what is on the card without opening. I opened only one deck.

    Why does the website not say what the lady is now telling me that these cards are for advanced players and do not have point values written on them. Why does the webpage say Canasta cards which by default means the point values will be written on them. If the point value is not written they are regular cards. Why are they using the word canasta cards then.

    It is beyond frustrating the tone and language of customer service that I had to go through. Please hold them accountable and I would like a refund as they have sent me incorrect item which is not in accordance with their webpage based on which I had ordered.

    Such business scams and such rudeness on the phone needs to be held accountable is the reason I am filing this complaint.

    Customer Answer

    Date: 01/11/2023



    ********** ********
     

    I am rejecting this response because:

    Being new to Canasta, I did not know that a business can market regular 2 decks of playing cards as Canasta cards without having point values on them and just assume for the consumer to know this. This should be clearly indicated on the site that the cards DO NOT contain point values. This is misleading. Also, it is indicated these cards to be high-end. I find these as just ordinary cards. The business should also indicate that these are narrow size card decks and not regular size. Just giving the dimensions is not intuitive enough for the consumer to know that these are smaller in size then regular playing cards. The business should update the description so that others have clear information and don't fall for the trap.

    I don't need any further communication from this business. It is not a big amount, but a least I now know not to do any business with this company. They have lost a potential customer for ever. I have bought a good set of Canasta cards with point values from Amazon and am very happy with it. I will donate the so called high-end Kem canasta cards to a charity.





    ********

    ***** **** 

Kardwell International is NOT a BBB Accredited Business.

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