Complaints

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

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  Kirkland's, Inc.

  5310 Maryland Way Brentwood, TN 37027-5091

• 

  Kirkland's, Inc.

  9610 E 22nd St Tucson, AZ 85748-7527

• 

  Kirkland's, Inc.

  7195 Coastal Blvd Brooksville, FL 34613-5842

• 

  Kirkland's

  300 Colonial Promenade Pkwy STE 500 Alabaster, AL 35007-3187

• 

  Kirkland's, Inc.

  542 W Huntington Dr Monrovia, CA 91016-3260

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:10/17/2024

  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 purchased the ****** cabinet on sale from my local store. It was a floor model and is absolutely beautiful. Unfortunately, it has powder post beetles which I did not realize until I got the unit home and into my house. I wasn't 100% certain until my pest guy confirmed it for me. Well, I call the store to inform them of the issue the very next day and they state to "bring it back to them for an exchange." Are you kidding me! Transport it back in my van to the store? I think not. I live 40 minutes from the store so its not exactly convenient, nor do I want to take a chance of further exposing my vehicle to critters that can cross contaminate other items I'm transporting. My pest guy has graciously undertaken the task of placing the cabinet in his fumigation camper to isolate and gas the beetles to death after he applies a topical boric treatment for $250. I consider that a fair price considering another company quoted me $1200 for the same service. I honestly didn't realize my pest company performed this type of work until I called them as a last resort out of desperation thinking I needed to take it to a large national chain to perform this type of work. After all is said and done, I will take the invoice to the store manager since Kirklands Online stated there is nothing they can do to assist me. Although the local store manager said they won't pay for fumigation, I am going to continue pressing the matter. I believe it is never to late for them to do the right thing and is a cost Kirklands should cover since THEY'VE KNOWN this cabinet has had issues for years and should stop selling them. Wish I hadn't purchased it on a whim while shopping in store and instead taken the time to read the reviews online first, but I was absolutely trusting that this unit being sold as new would be problem free. Boy was I wrong! ***, it will take 2 weeks of isolation in a heat controlled environment for this unit to be free of any live bugs. Talk about a hassle!

  Business Response

  Date: 11/14/2024

  Thank you for reaching out and sharing your feedback with us. We strive to ensure every customer is happy with their purchase, and its clear we have not lived up to this promise in your case. Our internal customer service team has reached out via email to start the claims process. Please respond to the email so we can assist with this matter and work toward a resolution. If you cannot locate the email, please contact us at **************, Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST, or email us at ********************************************************************. 
  Again, thank you for bringing this to our attention and we look forward to assisting you. 
  

• Initial Complaint

  Date:10/06/2024

  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.

  Order: ******** Order Date: 9/6/24 Placed an order on Sept 9, 2024 and was charged ***** BUT IT NEVER GOT PASSED THE "LABEL CREATED" Never shipped!!! I expect a full refund and after calling and complaining abt my order sitting there in limbo 2 or 3 times, I just got a refund of ***** - I WANT A COMPLETE refund. Never shipped, never got passed the label created. ITEM NEVER SHIPPED AS IT STATED in email 6 days (9-12-2024) in the attached email. I checked on it daily and it never got out of the label created when I tracked it for almost a month!!

  Business Response

  Date: 11/18/2024

  Thank you for sharing your feedback about your order with us. We appreciate you bringing this to our attention and sincerely apologize for the inconvenience this caused. Our goal at ****************** Home is to provide the best possible experience for every customer and feedback like yours helps us to get better at doing that.
  You should have been issued a full refund on 10/2/24. We hope this resolves your concern, and we hope you'll give us the opportunity to meet your expectations in the future. 
  
  If there is anything else we can assist with, please contact us at ************** (Monday - Friday 8AM - 7PM CST or Saturday - Sunday: 8AM - 5PM CST) or email us at ********************************************************************.

  Thank you,
  ********** Home

  
  

  Customer Answer

  Date: 11/18/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ****** (*****) *******

• Initial Complaint

  Date:09/15/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Placed my order on September 1 online and waited two weeks. Payment was taken from my bank on September 13 and then immediately after I got an email saying the product was damaged and they were sending a replacement. Two days later on the 15th I get an email stating that my order has been canceled yet I still have no refund. I called and I spoke to the customer service agent *****. She was extremely rude, unhelpful, unpleasant and unapologetic. She kept talking over me and repeating what she had already said like I was dumb. I felt personally attacked just for wanting to know what had happened with my order and so I recommended that she get a new Career potentially as a janitor which would have very little customer contact. obviously I was very upset at this point, and then she hung up on me. This has been a very horrible customer experience from ********.

• Initial Complaint

  Date:09/14/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 online order for two cabinets. One was shipped to my home with no issues. The other was shipped to store and by the time we got it home and unpacked it was severely damaged. I shop at Kirklands often, most of the time in store. But more than half of my online shipped orders have arrived damaged. This large cabinet arriving damaged is a huge inconvenience in more ways than one. First I purchased this on sale and also combined a coupon I received from the store. Second, being as its a large item getting it home and unpackaged only to discovered its damaged it extremely disappointing. Lastly, this cabinet is now out of stock and once its back in stock Ill have to pay full price which will be $500 more than what I paid. Kirklands needs to do far better with their shipped items. This is unacceptable that nearly every time Ive ordered an item online it arrives damaged. And now Ive gotten rid of my old cabinet, in anticipation of this new one arriving which now I have nothing!

• Initial Complaint

  Date:09/14/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 on 8/14/24 order number ********. On 8/17/24 I received an email that my item had shipped. After several days of the tracking (#************) being in shipment is being prepared. I called Kirklands customer service. I was told nothing could be done, that I would need to wait until 7 days was up. Once it was passed 7 days I call Kirklands customer service back who then tell me I have to wait until 15 busy days have passed since originally shipping date before them to consider the item lost. I call ***** who said they are marking the item is lost. ***** said it was Kirklands fault for not loading the item and Kirklands said it was ***** fault for never scanning my item. On 9/6/24 I received an email stating my new replacement order had been reordered. I received another email 9/12/24 that the replacement order had shipped. So it is now 9/14/24 and the new tracking is once again still sitting in preparing to ship. Ive called customer service on 9/14/24 to see if someone could check on it. Only to be told nothing can be done. Also according to Kirklands website one should receive their item within 3-7 business days. If thats the case then I should receive this new order on Monday. Theres no way that will happen with tracking sitting in preparing to ship. I asked customer service on 9/14/24 what happens if I do not receive my replacement item by 9/16/24. **************** said I would need to wait 15 business days. So I have to wait ANOTHER 15 days. This is insane. **************** is in no hurry to help, they have zero remorse, are not helpful in the least. The worse customer service I have ever dealt with. I just want a refund at this point. Its been 30 days since I originally place my first order and I have NEVER received the item I have purchased. ******** has the money I paid for my item and I have never received. I would love to just have a refund at this point. Please!

• Initial Complaint

  Date:08/29/2024

  Type:Product Issues
  Status:

  UnansweredMore 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.

  No matter how many times I unsubscribe from their emails regardless of what they are they do not stop coming 2-3-4 times a day and I'm tired of the harassment. I don't want anything to do with this company I want them to call me so I can delete everything out of their system so they can stop harassing me this is out of control

• Initial Complaint

  Date:07/15/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  First time ordering from Kirklands. I never received my order. I called three times to complain, kept being told I would get a call back. Was given a different answer each person I spoke with. Package seems to be lost. Im not sure why I have to wait weeks to get my money back. I just want to be refunded.

• Initial Complaint

  Date:06/17/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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 5/26/24, I placed an online order with the company, #********. I was notified of shipment on 5/29/24. ***** contacted me and said they had reported the package as damaged, as pieces were falling out of the box. Despite this, ***** was told to continue to try to deliver the package for several days. I contacted ********* customer service online on 6/6/24 asking to have a replacement, meanwhile, ***** was finally directed to send back the damaged item. The damaged item was received and signed for at the warehouse on 6/7/24. The customer service representative apologized and created a new order, #*******. The status of this order since 6/6/24 is "Label Created". When I supplied the tracking number of the returned package and requested a status on shipment of the new order via email on 6/12/24, I was told to wait a couple of days and the shipment information will update with an estimated delivery date. It's now 6/17/24 and I have heard nothing, and the status of my order shipment is still "Label Created". I'm not able to cancel this order now that it's in process, yet they have my money, and have not delivered any product. I'm seeking delivery of an undamaged item.

• Initial Complaint

  Date:06/08/2024

  Type:Delivery Issues
  Status:

  UnansweredMore 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.

  Order ********, I placed an order for two lamps.Warehouse sent one lamp with tracking number.On the packing label they stated there was two lamps sent in the box of 1. On the box itself it's states there's only qty 1 in the box, the box is really small and could only fit one lamp. I called fed ex to report the missing lamp and ***** stated there is no other tracking number for a second lamp. They stated there was only one tracking number for one lamp, with my name and address. I called ******** customer service on 6/8 @ 12:10 pm, I waited a long time I hold for someone. When a agent came send out my lamp I paid for and not be cheated by ******** for what I paid for. I was told nothing can be done for me until they hear back from the warehouse. It's unconscionable that a customer that paid for an item has to deal with such unpleasantness, because of incompetence of their warehouse. I had to waste my time trying to track down my missing lamp and gather all the information and even with me doing all that still have to wait for someone at a warehouse to email them back just to get what I paid for. Waste of my time and money, I feel stolen from

• Initial Complaint

  Date:06/04/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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 a console table at your ******************* location. I was told if it went on sale they would adjust the price of the item. 2 days later it went on sale. I came into the ******** location and the **** ******** was very rude. She said she would do it as a courtesy but it wasn't a policy. opposite of what the website states as a policy. She also included my reward money I used and my coupon so basically I lost both. If I were to have waited and purchased it 2 days later I would have been able to also use my rewards and my coupon on top of the sales price. But she said that's not how it works. We have decorated our entire home in ******** merchandise but will definitely rethink that now. She was very rude and this was not fair that you loose your rewards.