Thanks to this review a representative that actually cared about customer service contacted me. She apologized and actually took action and sent me out another set. I told her I would stop the PayPal claim. She sent them out to me via FedEx 2nd day service on them. She also promised to refund my original shipping after I stop the claim.
I was also contacted by the horrible customer service rep who lied to me. They are the one who answers the customer service emails. They had the nerve to suggest I cancel my claim before they mailed out my replacement items. They are a horrible customer service representative and need to be fired for lying to me twice!
Emily is a gem at Kitsch and is a great benefit to the company. She deserves a raise and a promotion!
I am very happy with the quality of their merchandise. I think Emily is spectacular. The customer service rep I first worked with is worthless and we will see if they actually do their job and refund my shipping.
On July 17th I purchased a 3 pack of blush colored cloth facemasks from Kitsch. Also on July 17 I received a email saying they had been sent and a tracking number.
On July 24th I checked the tracking number they gave me with USPS and it said USPS was still waiting to receive the package. I sent an email to Kitsch inquiring when the package would be sent. They responded with the same tracking number and that the "estimated delivery dates" were off. I didn't even have a delivery date because UPS hadn't received a package to put into their shipping and tracking system. I gave them a couple more days to get the package to UPS.
In July 26th I sent a second inquiry letting them know UPS was still stating they have not yet received the package. This is the response I got from someone who didn't even bother to give me their name, " I have personally checked on your order. It is currently processing through the UPS Los Angeles sort facility. Due to the global health crisis, we are seeing some delays. I will be calling UPS back later today to follow up and make sure your order is on track." They did not get back to me, but I gave them another week.
August 6th I checked the tracking number they gave me with UPS once more and it still says they have not received the package. I know from work experience that to start the shipping process the shipping company has to enter the package into their system. Obviously the Kit•sch representative did not speak to UPS because there was no way for them to say they were processing it when it hadn't been recorded as received.
I am sick and tired of their flagrant lies and have asked PayPal for my payment to be refunded. I want the money I paid for the product, plus shipping since they didn't even attempt to ship my package.
I have also done a little investigation into the company and found out that this has happened to many customers. The ones who reported the same issue never received their product. This is not a mistake but an actual trend with them and believe they have no intention of shipping out product.