Kays now part of K &Co Catalogue Reviews
Latest Reviews
★☆☆☆☆
“Made a Payment mistake and never told me how much...”
Written on: 17/05/2013 by Fuzzy54 (1 review written)
I phoned to make my minimum payment of £9 64p I only had £56 pound left on my account , They said sorry it does not want to go through , Tried again with same debit card and said OH it has gone this time , Then said Oh i know what we have done , never fully explained , just said don't worry if you get a letter from us saying the payment was refused as it has gone through fine now. Three days later I get a Phone call from my Bank the fraud department phoned back to make sure it was... (read more)
★☆☆☆☆
“useless”
Written on: 16/05/2013 by jaygee1304 (1 review written)
bloody useless company. I arranged via yodel (there half arsed delivery company) for my item to be delivered on a different day as yodel are insisting I need to sign for it. but yodel have still tried to deliver it THREE more times. rang K&Co customer service to be fobbed off with another 0844 number to call yodel direct. this number is just to change your delivery date . could be me going mad but I'm sure I told the kind but dim K&Co adviser that I had already done this. when I told her I... (read more)
★☆☆☆☆
“Unfair late fees”
Written on: 16/05/2013
I wonder if anyone else is in the same boat as I am am, my payment has been brought forward to the 2nd of June. the problem is I don't get any money until the 4th and can't pay until then. I thought "No problem, I'll just call them up and get my payment moved". The person on the other end of the phone said that this is totally unflexable and he cannot move the payment date. I said surely they have other customers in the same boat, getting paid on a certain date so they would end up with... (read more)
Kandco_Help_Team's Comment
Written on: 17/05/2013
Hi there,
The statements are produced every 4 Weeks (every 28 days) and this is outlined in your terms and conditions. A payment is requested every 4 weeks rather than every month as the items that you order are placed over weekly terms, so your payment date will change every statement.
You'll get a statement every 4 weeks, which will list your orders, payments and returns during that 4 week statement period, and will tell you what your next minimum payment will be. You must make at least the minimum payment by the date shown, which is currently 20 days after the date of the statement.
We will be sure to pass on your feedback.
Many Thanks
Lizzie
K&Co Help Team.
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Disgustedcustomer1972's Comment
Written on: 17/05/2013
That's no excuse for having a system that forces people into gaining late fees. I assume from the fact that the adviser on the phone was fully aware of this issue and also that there are apparently lots of people with late fees due to this problem, that the people in authority within the company are aware of this as well. As the company are doing nothing to change this I can only assume that this practice is regarded are normal even although this is extreemly unscrupulous behaviour. This isnt the first time the company have ripped me off for a late fee, when I paid my bill early they charged me a late fee because my statement wasn't issued. Luckily I was in employment then and could bear the cost, unfortunately I am currently unemployed and the late fee to me is a lot. I have never failed to pay my bills on time.
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★☆☆☆☆
“Please has anyone had a problem with their billing and...”
Written on: 14/05/2013
Please has anyone had a problem with their billing and charged fees as a result of their direct debit being cancelled by their bank but there is no proof any request was ever made by Kandco in the first place????? I am having to go to the financial ombudsman cause i think the company is trying to scam me of almost £80 in fees. Would love to hear from anyone with the same problem. Customer service is rubbish the people are just plain dumb and the left hand doesn't seem to know what the right... (read more)
Kandco_Help_Team's Comment
Written on: 14/05/2013
Hi there,
If you would like to email us at contact_kandco@kandco.com putting 'account query' in the subject field and we will look into this for you.
Many Thanks
Lizzie
K&Co Help Team.
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Jaygee1304's Comment
Written on: 16/05/2013
bloody useless company. I arranged via yodel (there half arsed delivery company) for my item to be delivered on a different day as yodel are insisting I need to sign for it. but yodel have still tried to deliver it THREE more times. rang K&Co customer service to be fobbed off with another 0844 number to call yodel direct. this number is just to change your delivery date . could be me going mad but I'm sure I told the kind but dim K&Co adviser that I had already done this. when I told her I wanted to cancel the item she told me I could not do this as delivery had already been attempted. and they was me thinking I was the customer and it was my money.
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Kandco_Help_Team's Comment
Written on: 16/05/2013
Hi Jaygee1304,
We have responded to your main review.
Many Thanks
Lizzie
K&Co Help Team.
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Disgustedcustomer1972's Comment
Written on: 17/05/2013
Yes this company are really good at scamming people out of late fees.I am seriously considering goingt o the Ombudsman myself to try and get them to investigate the practicess at the company, my problem is I am going to get a late fee because they won't change my payment date by a couple of days. Im due to pay on the 2nd and I domnt get money in my account until the 4th. They refused to change the date, their words were "This is the one thing that is inflexable". When I asked if there were more people in the same boat the adviser stated quite matter of factly yes ther are lots as if it was common practice. I am extreemly disgusted by this company and wont be getting anything from them again.
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★☆☆☆☆
“Terrible; customer for 30 years and totally ripped off ”
Written on: 06/05/2013
My rewards I had built up all year were taken off me with no warning; The rewards have a cash alternative, I had been saving them up for a holiday and without a letter, phone call or any communication whatsoever they were taken off me. What is the point of having a reward system if for no reason the company takes them away, I have been using the catalog for three decades, have never missed a payment and find this totally unacceptable that they would treat customers like this. Very... (read more)
Kandco_Help_Team's Comment
Written on: 07/05/2013
Hi,
We do advise, as part of the terms and conditions for our Rewards scheme, that Rewards earned from an account payment will lapse if they are not redeemed within two years of the date of that account payment.
Additionally, if a customer does not shop for one whole catalogue season i.e. a Spring/Summer or Autumn/Winter season, then any Rewards earned will lapse.
For more information on our Rewards scheme you can visit our website.
Hope this helps
Dave
K&Co Help Team
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★★★★★
“Long term customer”
Written on: 28/04/2013 by Jhp51265
I've been a customer for 21 years and never had an issue that wasn't resolved. I've read a few of the other reviews and think that we live in a climate of complaints where a phone call can solve issues, people still want blood. Get a grip customers. (read more)
Skippy53's Response to Jhp51265's Review
Written on: 29/04/2013
I think it's very patronizing to suggest that all issues with Kays can be resolved with a phone call. Many of us have tried that route exhaustively, only to later discover that Kays have still managed to get things catastrophically wrong.
In my experience, the bottom line with Kays is that problems rarely get resolved, because the staff just aren't interested.
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★☆☆☆☆
“Wish I had read other Reviews before ordering!”
Written on: 20/04/2013 by petersham (1 review written)
I ordered a wardrobe on 14th January,I received a phone call 2 weeks later to say they would deliver one Thursday, I said Thursdays were a problem for me so she said she would try to rearrange.I got home one evening to find a message saying delivery would be on THURSDAY 21st Feb!In the meantime I discover the price of the wardrobe had been reduced by over £40! Having found a few superficial scratches on the door and a swelling where an internal screw was I contacted kandco 3 times by e-mail... (read more)
Kandco_Help_Team's Response to petersham's Review
Written on: 24/04/2013
Hi,
We're sorry to hear of the delivery issues you have experienced, and the condition of the wardrobe when delivered.
Please email us at Contact_kandco@kandco.com and we will be more than happy to look into this for you.
Many thanks,
Fiona
K&Co Help Team
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Petersham's reply to Kandco_Help_Team's Comment
Written on: 28/04/2013
Please see my review,and the letter I sent you,for details.
Please advise if you wish to change the wardrobe for another or reimburse me the price difference.
Thankyou in anticipation of your reply,
Mrs V Pierce
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★☆☆☆☆
“After being a customer for 14 years and never missing...”
Written on: 13/04/2013
After being a customer for 14 years and never missing a payment Kay&co have really let me down. After ordering a wardrobe that had failed to be delivered twice by yodel I phoned them up and canceled it. They kindly ordered a new 1 and gave me a 10% discount which came with no problems delivered by arrow XL. Great I thought until my statement arrived and now they are charging me for both wardrobes even though the first never arrived and I have only ever signed for one. Extremly angry... (read more)
Kandco_Help_Team's Comment
Written on: 16/04/2013
Hi,
We're very sorry to hear that you have been charged for two wardrobes. From what you have described it sounds like we may be waiting for the cancelled wardrobe to be sent back to us from our couriers. This is usually removed from your account balance within 14 days.
If you would like for us to look into this for you then please email us at Contact_kandco@kandco.com putting 'Wardrobe' in the subject field.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“Bad customer service!”
Written on: 29/03/2013
Delivery was late,the item was faulty when I contacted knco they were extremely rude and have said they will take item back but in turn I have to wait 35 days and then reorder!!! It's not my fault the goods they sent out were not fit for purpose yet I have to wait longer and then reorder surely this is your job to pick up and send me a replacement!!!!a.s.a.p.i have emailed a complaint but as usual you get ignored and I am still waiting for the item to be picked up its a very large item and... (read more)
Kandco_Help_Team's Comment
Written on: 08/04/2013
Hi,
We're very sorry to hear that the item you ordered developed a fault. Once returned to us we do advise to allow time for the item to be inspected and, depending on the item, repaired if possible. This should take no longer than 21 days from the date of return.
If you would like to email us at Contact_kandco@kandco.com putting 'Returns' in the subject field then we would be happy to look into this for you.
Many Thanks
Dave
K&Co Help Team
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★★★★★
“its a good cataiogue”
Written on: 25/03/2013
ive been with kandco for 28 years ive never had any promlems whem, very good service. (read more)
See next 10 reviews
Showing 1 - 10 of 70 Reviews
★☆☆☆☆
“rip off”
Written on: 12/03/2013
absolutetly shocking .when i purchase electrical goods i never click the service guarantee as i personally dont think it`s worth it .but two or so years later i get charged for this as a renewal .never ask me if i want to they just add to my bill .for three items they charged me £203 .i got in touch they cancel it but i only got £83 back .i phone up they hang up.now my son`s play station has broke at three months old and just no help what`s so ever .going to pay up and cancel account . (read more)
Kandco_Help_Team's Comment
Written on: 20/03/2013
Hi,
We do apologise if an unwanted Service Guarantee has been added to your account. These are selected at the checkout or can be requested after an order has been placed. Our Service Guarantees do automatically renew to ensure that your cover does not lapse. If you wish for this to be removed then you can contact our Insurance Team.
With regards to your faulty Playstation - we do offer a suppliers helpline as the first remedy. They will be able to diagnose & help with any faults you are experiencing. If you wish to contact us then please email Contact_kandco@kandco.com putting 'Playstation' in the subject field and we can help further.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“Abysmal service , very very poor service ”
Written on: 12/03/2013 by Ginanne (1 review written)
So very fed up with theses rude people , have been with empire stores /Kay and co for 10 years , it's just getting worse and worse , their delivery people YODAL can not deliver or pick up , think every thick stupid person that is in this country must work for them , will be paying my bill and saying buy buy Kay and co , I have spent so much money with you and you can't even pick up a parcel , you should look up the meaning of customer care service as the service that you are giving out... (read more)
Kandco_Help_Team's Response to Ginanne's Review
Written on: 13/03/2013
Hi Ginanne,
We're sorry to you feel this way and that they you've experienced issues with our courier service.
If there is anything that you would like us to look into, please email us at contact_kandco@kandco.com putting 'query' in the subject field and we'll do all we can to help.
Many Thanks
Lizzie
K&Co Team.
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★☆☆☆☆
“very bad customers service ”
Written on: 08/03/2013
over the years ive been ordering electrical items .eg sat nav ,i pods ,play stations .never once asked to have the extra guarantee just the manufacture guarantee.checked my order status on something else and noticed i got charged £203. i emailed them and they said that it was a renewal on my items that i bought two years ago.they cancelled it but ive only got £83 back .i telephoned them they hung up.totally disgusted they can do this.anyway i purchased my son a play station in october 12... (read more)
★☆☆☆☆
“appaling customer services when asking for help”
Written on: 27/02/2013 by furniturehater (1 review written)
Barcelona 3pce package x 2 ordered, they didn't arrive on the due date, rang help line to point out that late delivery had meant I no longer had the help I had organised for assemply of same, was told I had a month or longer if the goods were not assembled and returned in delivery condition. Got help to assemble large pieces (wardrobes - one damaged and with dowels already in place which told me it had been assembled before - ergo second hand).Tackled the dressing tables and bedside cabinets... (read more)
Kandco_Help_Team's Response to furniturehater's Review
Written on: 28/02/2013
Hi there,
We're really sorry to hear this.
If you would like to email us at contact_kandco@kandco.com putting 'faulty items' in the subject field and we'd be happy to look into it.
Many Thanks
Lizzie
K&Co Help Team.
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Furniturehater's reply to Kandco_Help_Team's Comment
Written on: 08/03/2013
I don't understand why u want to look at my problem now, when I originally tried to ask for advice no one seemed able to give me any.
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★☆☆☆☆
“rewards”
Written on: 22/02/2013 by chrisbrad (1 review written)
Ordered goods so i could use reward points i ordered 2 pairs of shoes returned 1 pair cos i returned them they put my rewards back on to my account they said it is in the system and cannot alter this, i said that it has been put in by human and can be put right as this is there fault,they insist that they are not able to do this. They sent me a letter saying that if i don't use my rewards i would loose them, but i lost them anyway as they put back on account this was false information of... (read more)
Kandco_Help_Team's Response to chrisbrad's Review
Written on: 26/02/2013
Hi Chrisbrad,
If you return an item on which Rewards were used as payment or partial payment, then the value of Rewards used will be credited back for use against a future order.
We can look into this for you if you would like to email us at Contact_kandco@kandco.com putting 'Rewards' in the subject field.
Hope this helps
Dave
K&Co Help Team
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Chrisbrad's reply to Kandco_Help_Team's Comment
Written on: 26/02/2013
Hi i purchased 2 pairs of shoes asked for rewards to be taken off then when i returned my rewards got put back on account as i aasked straight away the ordered boots and the trainers, then returned trainers who decides thatthey should be put back on account it is my choice of what to keep as ordered at same time please explain????
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★☆☆☆☆
“BAD CUSTOMER SERVICE!! BAD COMPANY”
Written on: 08/02/2013 by MoaningMartyl (1 review written)
I ordered a glass dining table and 4 faux leather chairs as a set (matrix dining set) last October (2012) it said there was none in stock so I waited and it finally got delivered on the 21 December. I decided to set it up on the 23 of Dec so there wasn't boxes lying around before Xmas. I checked all the parts were there before putting it together. Me and my boyfriend put the glass table together and I put 3 chairs together, when it came to put the last chair up I noticed there was a rip in... (read more)
Kandco_Help_Team's Response to MoaningMartyl's Review
Written on: 08/02/2013
Hi,
We're very sorry to hear that this query has not yet been resolved.
If you would like to email us at Contact_kandco@kandco.com putting 'Chair' in the subject field then we can look into this for you and chase up the delivery of this replacement chair.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“OVERCHARGED FOR A COOKER?”
Written on: 06/02/2013
I RECENTLY ORDERD A NEW COOKER ON THE 24TH JAN 2013, RECIEVED ON THE 26TH JAN 2013, STATEMENT PRINTED ON THE 26TH JAN 2013 ND IVE BEEN CHARGED A FULL 4 WEEKS FOR IT. I HAVE NEVER BEEN CHARGED IN ADVANCE BEFORE AND WHEN I RANG AND ASKED WHY I GOT TOLD YOU GET CHARGED FROM POINT OF ORDER? HOW IS THAT WHEN YOU COULD WAIT 6 WEEKS FOR GOODS THIS IS A SWINDLE IN MY OPION AND DO NOT SEE WHY I AHVE TO PAY FOR 28DAYS WHEN IVE ONLY HAD 1 1/2 DAYS! DO NOT USE THIS COMPANY COMPLETE RIP OFF!!!!!!!!!!!! (read more)
Kandco_Help_Team's Comment
Written on: 08/02/2013
Hi,
We do apologise for any confusion caused on your account.
Orders are charged on despatch, either from our warehouse or from our suppliers. We would have to check your account to confirm when this item was despatched to you so if you would like to email us at Contact_kandco@kandco.com putting 'Order' in the subject field then we can help.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“No customer loyalty at all.!,!!!!!”
Written on: 04/02/2013
Just discovered that because i haven't used my rewards ( which i was saving up ) they have been taken back off me....how can they jus,t take over £26 back ....they say they're rules are that if you don't use them in one season you lose them, well why didn't you tell me of this change before the flaming season ended....why the hell would i just throw away money like that?....I've been with this catalogue for years, even before it became kandco ,and I've never had my rewards taken back off... (read more)
Kandco_Help_Team's Comment
Written on: 08/02/2013
Hi,
We do state in the terms and conditions for using our Rewards that you do have to place an order in each catalogue season (Spring/Summer and Autumn/Winter) otherwise the Rewards earned will lapse. We provide a reminder message on statements leading up to the end of a season and a countdown clock on our website to ensure our customer are made aware of this.
For more information on our Rewards scheme please visit our website.
Hope this helps
Dave
K&Co Help Team
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Carolduce's Comment
Written on: 08/02/2013
No you don't.....i have been a customer for many years and not once have i been informed of a change to terms and conditions....i have always collected my rewards and used them when and how i wanted too....every day i recieve emails from you ,but not once have you ever said that my rewards needed to be used up ,or that you were going to remove them, these rewards are supposed to be loyalty rewards, well i have been a loyal customer, where is your loyalty?.......also, why is there suddenly a time limit.?.......why would you treat your customers like this?
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Carolduce's Comment
Written on: 13/02/2013
I am also amazed that even though i have emailed you several times now, you seem to be ignoring my emails!.......not very professional!....you seem to be able to answer all the bad reviews on here though...i am taking my complaints to trading standards
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★☆☆☆☆
“The worst customer service I've ever received ”
Written on: 04/02/2013
I have had an on going problem with a bed I brought, it is faulty and also not as described, unfortunatly I couldn't of noticed this until it was full assembled. So even though they've admitted the bed has a manufacturing fault they said because I've out it together I can't send it back and get a refund, even though they've broken the law in selling something that is not as described, apparently I'm not getting a refund because the bed is made....... I've spoken to 15 or more different... (read more)
Kandco_Help_Team's Comment
Written on: 08/02/2013
Hi,
We're very sorry to hear that your query has not yet been resolved an would like to help.
Please could you email us at Contact_kandco@kandco.com putting 'Bed' in the subject field and we will be able to access your account and help with this query.
Many Thanks
Dave
K&CO Help Team
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★☆☆☆☆
“Worst catalogue ever ”
Written on: 03/02/2013 by Holophyte (1 review written)
Review for this catalogue! Do not be tempted to ever use K&Co or Great Universal or what ever they want to be known as now.. Shocking customer service, shocking after sales, shocking rewards system, shocking prices! If you don't take my word for it...order a catalogue and I'll give you 6 months! (read more)
Kandco_Help_Team's Response to Holophyte's Review
Written on: 04/02/2013
Hi Holophyte,
We are very sorry to hear that you have not enjoyed shopping with us.
If you have any queries with your account or an order that you have placed then please email us at Contact_kandco@kandco.com and we would be happy to help.
Many Thanks
Dave
K&Co Help Team
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Holophyte's reply to Kandco_Help_Team's Comment
Written on: 04/02/2013
I have on numouros occasions & not at all happy with the outcome, therfore i'll be moving on to a new catalogue with better services than yours.
The number used should you wish to view my unhappyness
5653118-1358192012
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See next 10 reviews
Showing 11 - 20 of 70 Reviews
★☆☆☆☆
“K & Co. Abysmal customer service.”
Written on: 30/01/2013 by Vinny64 (1 review written)
3 months ago I purchased a swan bagless hover from Kay and Co. we immediately noticed that when put on full power that the suction stopped working. It was sent back and they stated that there was nothing wrong with it and sent it back. We again went to use it and the same problem again. We arranged to have it picked up again. This time I was suspicious and applied some drops of wax onto the screws that held the hover together. They again stated that there was nothing wrong with it. ... (read more)
Kandco_Help_Team's Response to Vinny64's Review
Written on: 01/02/2013
Hi Vinny64,
We're very sorry to hear that the hoover you have purchased has developed a fault. When electrical items developed a fault then we do normally advise to contact the suppliers/manufacturers helpline firstly in order for the fault to be diagnosed and a remedy provided. This normally takes the form of a repair. If you send the item directly back to us without speaking to the helpline then the Returns Centre will send the item back to you and apply a carriage charge to the account.
We can look into this for you if you would like to ask the account holder to email us at Contact_kandco@kandco.com putting 'Return' in the subject field and we would be happy to help.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“delivery service is shocking”
Written on: 25/01/2013 by AKelly70
I have been with this catalogue for many years and been a loyal customer. I ordered a suite for my daughter in law and the delivery of a chair,footstool and settee would be delivered in three parts. Two dates were given for the chair and footstool. On the date of the chair arriving, phonecall "eer cant deliver today, cant get lorry up your road due to snow ". My son offered to walk past a row of fifteen terrace houses to help, the road was clear...The response"eeer we cant deliver we are... (read more)
Kandco_Help_Team's Response to AKelly70's Review
Written on: 29/01/2013
Hi AKelly70,
We sincerely apologise for the inconvenience this has caused you and your family.
Could you please ask the account holder to email us at contact_kandco@kandco.com putting 'delivery' in the subject field and we'll look into this.
Many Thanks
Lizzie
K&Co Team.
Reply to this comment
★★★★☆
“Expensive goods but good service.”
Written on: 24/01/2013 by valdisc (8 reviews written)
Wait for sales so you can get items much cheaper, sometimes very cheap. Avoid to buy when sales are not on because goods are overpriced. Free delivery and the same free returns without any problems. (read more)
★☆☆☆☆
“returning goods”
Written on: 22/01/2013
I have been trying to return goods to Kandco for months now. After an obscene amount of e-mails and some phone calls I have come to the conclusion that they really don't care about their customers. It came about when I ordered curtains 90x90, valances and tie backs in sage colour x2. I received the items quite quickly and was pleased with that part of the service. I checked the parcel and there were six items and colour was exactly as I had hoped it would be. I went and bought the wallpaper... (read more)
Kandco_Help_Team's Comment
Written on: 29/01/2013
Hi there,
We're sorry to hear of the issues you've had.
Could you please email us at contact_kandco@kandcp.com putting 'return' in the subject field and we'll look into this for you.
Many Thanks
Lizzie
K&Co Team.
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Jasima's Comment
Written on: 09/02/2013
I previously wrote on this page to complain about Kandco and their returned goods department. Since I posted the review I received a response from Kandco's help team. I did get in touch with them and quite quickly received a reply and a courier came for the goods. I have since checked my account status and the full amount of the goods has been refunded. I am now waiting for the money to be returned to my bank account and have confidence this will happen soon. Yes there was inconvenience caused but all of you who have a complaint or grievance be patient and I'm sure your complaint will be addressed. And yes I will order again from this catalogue as everyone is entitled to a second chance.
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★☆☆☆☆
“K AND Co”
Written on: 19/01/2013 by Anubis97 (1 review written)
Been with these for years. Went to spend my commission - they call it rewards now - and yes, I cant, because they have taken it back. Hope you go bust and all end up on the dole you theiving bunch of retail loosers. Customer services about as helpful as a ashtray on a motorbike, and very kurt .. who cares attitude .. We do, the customers, and without us you aint got a job. Had to put one star in the rating as a zero is not allowed - would have put a minus if I could. (read more)
Kandco_Help_Team's Response to Anubis97's Review
Written on: 22/01/2013
Hi Anubis97,
We are sorry you feel this way.
Customers who shop for two consecutive catalogue seasons will be promoted to the next higher Rewards level, where applicable.
Any rewards you have earned will lapse if you do not shop for a full catalogue season e.g. a Spring/Summer or Autumn/Winter and moved to the next lower Rewards level, where applicable.
This is all explained in the Terms and Conditions.
There is also a countdown on the website for 30 days before the new season begins advising customers that the season is about to end and to place at least one order to continue earning and keeping the rewards that you have (there is no limit to the order, it could be a pair of socks) and a letter is sent advising to place your order before the new season starts.
We do apologise for any disappointment.
Many Thanks
Lizzie
K&Co Team.
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Anubis97's Response to Anubis97's Review
Written on: 22/01/2013
Your not interested in the customer - you just want the money. You change the rules to suit yourself. You have never sent me any changes to terms and conditions -- yet you refer to them as the gospel -- In fact I was talking to another ex shopper and they are still logging in with Empire stores so in theory your rules dont even apply to them !! And dont presume that everyone is glued to your website - they aint !!
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Carolduce's Response to Anubis97's Review
Written on: 04/02/2013
Just had the same happen to me, absolutely disgusted and fuming!
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★☆☆☆☆
“AVOID THESE AT A COSTS”
Written on: 15/01/2013 by jamieb193 (3 reviews written)
I ordered an iMac in April last year on buy now pay later. A few months later it started to mess up. The mouse was losing charge every week and the keyboard was mistyping. I contacted Apple about the problem but they wanted a holding fee of £118 for a new unit which I couldn't afford. I rang Kandco instead who said that it wasn't their problem. I went through a month of hell with them until they finally agreed to have a look at it. They told me to pack it up and send the iMac and... (read more)
★☆☆☆☆
“Late payment fee charged when I didn't owe them anything!”
Written on: 13/01/2013
I have been a customer for over 36 years when the catalogue was called John England. I ordered a pair of boots for £27.00 which arrived on 5.11.12. At this point my account stood at Nil. I didnt like them so I returned them and they were received back on by K&co on 19.11.12. The first payment for these boots would have been due on 9.12.12. Naturally as I had returned them so owed them nothing I did not make a payment. On 8.12.12 I ordered some more goods which I received on 10.12.12. I also... (read more)
Kandco_Help_Team's Comment
Written on: 14/01/2013
Hi there,
We're sorry to hear this.
All items are charged to your account on despatch of the goods as per our Terms and Conditions. We have a 14 days Home Approval Guarantee which means you have 14 days from the date of delivery to return your items if unsuitable.
All returns take up to 14 days to be credited to your account from the date of collection/posting. These items may not have been received into our returns centre by the time your payment was due, which is why a payment was requested.
If you would like us to look into this further, then please email us at contact_kandco@kandco.com putting 'returns' in the subject field.
Many Thanks
Lizzie
K&Co Help Team.
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Maddiemae's Comment
Written on: 14/01/2013
If you read my review the goods had been returned on 19.11 12, and were shown on the statement dated 15.12.,12 as being returned on the 19th. I didnt receive them until the 5th so they were returned well withing 14 days. However you should read your own terms and conditions as it states 28 days approval not 14. Are you still maintaining I should pay for goods I was not in possession of which in fact had been in your possession for nearly a month?
I have emailed you, written to you and got nowhere and by reading your replies to the reviews posted on this site neither does anyone else. So what would be the point?
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★☆☆☆☆
“Absolutely Terrible Service !!!”
Written on: 09/01/2013
Ordered previously with Kays and no problems, however when I placed an order on 26th December 2012 and was expecting delivery for 28th December 2012 no delivery arrived and after 2 weeks of calls to both Kay’s and Yodel I'm hopefully expecting a delivery today. There was no apology for the delay and Yodel haven't a clue what they are doing. The manager whom I spoke to at Kay’s was unhelpful as the information she relayed back was the same as the other 4 people I had spoken to earlier... (read more)
★☆☆☆☆
“Bad Customer Service”
Written on: 30/12/2012 by mbarker
What is happening to this company. I have been an agent/customer for many years but to be honest I am seriously thinking of taking my business elsewhere. there customer service is non existent and there attitude stinks. After an non delivery of an item there reply to me was never mind you re-ordered and got it second time around. 'Sorry for the inconvenience' and as for their delivery company 'Yodel' well least said the better! (read more)
★☆☆☆☆
“Non-exsitant Customer service Kandco or Delivery Company”
Written on: 14/12/2012 by Moore138 (1 review written)
I got a alot of things from Kandco and each time it seems to be something different. I ordered a Vacuum cleaner from them and asked for it to be delivered on a set day between 7am and 12 pm. took the day off sat in waiting. didnt show up til 4pm. around 2 pm i called Kandco asked where it was and said i wasnt happy about paying for it to be delieved at a set time and it no showing up. they refunding my delivery charge. and said sorry. fair enough mistakes happen. then a few weeks later i... (read more)
Kandco_Help_Team's Response to Moore138's Review
Written on: 04/01/2013
Hi there,
We do make every effort to deliver goods on the day we specify, we cannot guarantee delivery on that day. Items may be delivered earlier than expected as deliveries are dependent on stocking levels.
We don't usually contact customers regarding delivery dates, unless there is a problem with your delivery. There is an option when you log in online to track your order.
We are sorry that the driver left a parcel with your neighbour when you have stated not to use this method of delivery. If you would like to email us at contact_kandco@kandco.com putting 'order' in the subject field, we'll chase this for you and pass this feedback on to the couriers.
Many Thanks
Lizzie
K&Co Team.
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See next 10 reviews
Showing 21 - 30 of 70 Reviews
★☆☆☆☆
“Kays automated phone service.......”
Written on: 11/12/2012 by Skippy53 (1 review written)
I have been a customer with Kays for many years now and have always paid my monthly bill by paypoint. Recently however, I have been receiving automated phone calls stating that my payments are arriving late. This is now happening every month on the Monday following payments made on the preceding Friday. Payments which I should add are acknowledged online as being received the day after payment, i.e on Saturday. I have contacted Kays several times about the problem and received apologies and... (read more)
Kandco_Help_Team's Response to Skippy53's Review
Written on: 04/01/2013
Hi Skippy53,
We are really sorry to hear that you have been receiving calls regarding late payments although you have made your payments on time.
If you would like to email us at contact_kandco@kandco.com putting 'phone calls' in the subject field and we'll look into this for you.
Many Thanks
Lizzie
K&Co Team
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Skippy53's reply to Kandco_Help_Team's Comment
Written on: 07/01/2013
Followed Lizzie's advice and emailed and guess what; an entirely different person replied asking how they could help.
And if that wasn't laughable enough I've just received yet another robotic phone call from Kays stating that the payment I made on Friday was late. I give up! It's clearly well beyond the mental capacity of anyone working for Kays to resolve even the simplest of issues. Be warned by this guys, and steer well clear!
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Vinny64's reply to Skippy53's Comment
Written on: 30/01/2013
Totally agree. Their incompetence is boundless and they just do not have a clue... Even worse, they don't care, they make overtures of "we are sorry" whats the point of apologising if you do not mean it and you don't take steps to resolve issues with your customers.
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★☆☆☆☆
“K & Co Delivery Complaint”
Written on: 03/12/2012 by Lindaedgar (1 review written)
Ordered a television from K & Co & paid for a specific delivery slot. Took morning off work as going off to a wedding for weekend in afternoon. Television didn't arrive. Telephoned Kay & Co. Got nice lady who was very upbeat told me if wasn't in when television arrived delivery company would post card through door and I could then arrange for another delivery date. Told her this was very inconvenient and that I was going south for a wedding until late Monday or Tuesday. She put me on... (read more)
Kandco_Help_Team's Response to Lindaedgar's Review
Written on: 10/12/2012
Hi Linda,
We're very sorry to hear of the problems that you have encountered with this delivery and would like to help.
Please could you email us at Contact_kandco@kandco.com putting 'Order' in the subject field and we can then access your account and look into this further.
Many Thanks
Dave
K&Co Help Team
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Vinny64's Response to Lindaedgar's Review
Written on: 30/01/2013
You'll be interested that Yodel are actually owned by shop direct "HDNL / Yodel Company Info
Company History
Home Delivery Network Limited is owned by Shop Direct, the huge company which owns or purchased companies such as Littlewoods, Kays, Great Universal, Choice, Woolworths (trade name and Ladybird rights bought), Shop Direct Home Shopping Ltd, Additions Direct, Everyday Financial Solutions Ltd and Optimum Contact Solutions Ltd.
HDNL came about by the merger of Business Express (the Littlewoods delivery company) and Reality (the Shop Direct delivery company) in 2005. They currently deliver for the Shop Direct group of companies but also Tesco Direct, Amazon.com, dabs.com, Sainsbury’s (non-food products), Play.com, Dolphin Music and others – around 120 retailers in all. Not all deliveries from these companies may be sent via Home Delivery Network, for example smaller items such as DVDs and books from Play.com and Amazon are usually sent via Royal Mail. Some companies (like Amazon) have several contracts with different courier companies.
So all owned by the same company... Thought you might like to know
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★☆☆☆☆
“Rubbish”
Written on: 18/11/2012
Horrible customer service... dont care about their customers. Fob you off with queries ... (read more)
Kandco_Help_Team's Comment
Written on: 18/11/2012
Hi,
We're very sorry to hear this and would like to help.
If you have any queries with your account or your orders then please email Contact_kandco@kandco.com putting 'Query' in the subject field and we would be happy to help.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“OVERPAYMENT”
Written on: 25/10/2012 by YKATHLEEN (1 review written)
I bought a Morgan wardrobe of 5 doors on sale on 09 december 2010 for £249 with a discount of £40 because of they delived to me the wrong item and plus cause of the bad weather i have to wait more longer . I just find out that i'm paying for the same wardrobe for £363 for 156 weeks i didn't know they do credit for 156 weeks and plus i always go interest free this is a real disaster. I been overpay them £144. If anymore been in my situation or can help me sort this out as i always pay... (read more)
Kandco_Help_Team's Response to YKATHLEEN's Review
Written on: 26/10/2012
Hi YKathleen,
We can look into this for you. Please email us at Contact_kandco@kandco.com putting 'Order' in the subject field and we would be happy to help.
We would advise that the payment terms the order was placed over would show on your account and on each statement produced since the order was placed. We do ask that you review each statement sent out and contact us immediately should you notice any discrepancies.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“FURNITURE TAT !!”
Written on: 17/10/2012
All furniture is of poor quality. I Ordered a tv stand now is almost falling apart before one year of use . I have a wardrobe which hasn't even been paid for however leans to one side , i had a person come out to check item and they had told me it isn't due to the mancufacturer the guy ask wheather i had wall attachments i said no i didn't recieve any so how can i use them if i never got? Also how can a wall attachment help prevent a wardrobe leaning to one side ? Due to the leaning problem... (read more)
Kandco_Help_Team's Comment
Written on: 17/10/2012
Hi,
We very sorry to hear of the problems that you have experienced with your orders.
With regards to the wardrobe it sounds like you have been visited by Ecomaster who inspect any issues that have been raised with faulty furniture. Their engineer will have completed a report regarding the items he has inspected and if you would like for us to review this report then you can email us at Contact_kandco@kandco.com putting 'Order' in the subject field and we would be happy to look into this for you .
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“Rubbish”
Written on: 15/10/2012 by katiehanson
K and co have taken my rewards back with out warming. Absolute rubbish!!!!!!!!!!!!!!!!!!!!!! Will never shop there again and will tell everyone i know not to use them!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!11 What are pathetic company!!!!!!! do not use them dont like anything about them there prices are daylight robbery (read more)
Kandco_Help_Team's Response to katiehanson's Review
Written on: 16/10/2012
Hi Katie,
We are very sorry to hear that your Rewards have been removed. We do advise as part of the terms and conditions for our Rewards scheme that the Rewards wil lapse if not used within 2 years or if you do not shop for one whole catalogue season.
If you believe this to be incorrect then please email us at Contact_kandco@kaandco.com putting 'Rewards' in the subject field and we would be happy to look into this for you.
For mor information on how our Rewards schemes operate then you can visit our website FAQ .
Hope this helps.
Dave
K&Co Help Team
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★☆☆☆☆
“DO WITHOUT !”
Written on: 09/10/2012
i would love to WRITE A REVIEW, but i couldn't print what i think of K (read more)
Kandco_Help_Team's Comment
Written on: 09/10/2012
Hi,
if we can help with any queries or issues you have with your account then please email us at Contact_kandco@kandco.com.
Many Thanks
Dave
K&Co Help Team
Reply to this comment
★☆☆☆☆
“the worse ever do not use”
Written on: 02/10/2012 by r3jw4n (1 review written)
i had got a a phone on credit of these lot and always made my payments on time. I forgot one month about what date i had to pay so i missed like 5 days from when i was meanto pay. They did not contact me what so ever to tell me i had missed a payment and charged £12 a day. that is riducilous i advise evryone not to use k and co ever they have there ways of getting money of you. (read more)
Kandco_Help_Team's Response to r3jw4n's Review
Written on: 03/10/2012
Hi r3jw4n,
Thank you for leaving a comment.
We do request that a payment is made every 28 days or you are liable to incur adminstration charges. This part of your T&C's that you agreed when opening an account with us.
You can refer to your T&C's here: http://www.kandco.com/help/en/privacy-terms.page#lnkTerms
If you have any further questions, please do not hesitate to ask. You can email us at contact_kandco@kandco.com putting 'query' in the subject field.
Many Thanks
Lizzie
K&Co Help Team
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★☆☆☆☆
“k&co very poor customer service dont shop with them !”
Written on: 22/08/2012 by DAVIDGEE (1 review written)
the so called new k&co makes it customers so mad,how the hell have these clowns been able to run and distroy,such a fantastic firm and service as kays,littlewoods,theyll soon be giving us all excuses for christmas orders,i really dont think anyone should bother,because theres loads of complaints already,i really dont want to give a rating because k&co are not worth it,so all i can say with any conviction is AVOID AT ALL COSTS. PS,THERES STILL SOME GOOD FIRMS OUT THERE. (read more)
Kandco_Help_Team's Response to DAVIDGEE's Review
Written on: 22/08/2012
Hi David,
We are sorry to hear that you have not been happy with the service that you have received.
If we can help with any specific queries that you have with your account then please email us at Contact_kandco@kandco.com putting 'Query' in the subject field and we would be more than happy to help.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“BEWARE OF THEFT OF COMMISSION”
Written on: 19/07/2012 by Mjtmorgan (1 review written)
NEARLY 20 YEARS WITH EMPIRE WITH NO PROBLEMS BUILT UP A GOOD COMMISSION WITH EMPIRE ONLY TO HAVE IT STOLEN BY K&CO,THEY SAY THEY DO NOT HAVE TO INFORM YOU WHEN YOU ARE GOING TO LOSE YOUR COMMISSION,THEY CALL IT REWARDS I CALL IT COMMISSION BECAUSE THAT WAS WHAT IT WAS WHEN I COLLECTED IT. . IT IS NOT THAT I HAVE NOT ORDERED FOR YEARS I ORDERED AT CHRISTMAS . NO LETTER,PHONE CALL OR EMAIL TO WARN ME .BAD CUSTOMER SERVICES,DIDN'T WANT TO KNOW. HOW ARE YOU SUPPOSED TO KNOW WHEN YOU ARE ABOUT TO... (read more)
Kandco_Help_Team's Response to Mjtmorgan's Review
Written on: 22/07/2012
Hi Mjtmorgan,
Empire Stores transferred over to K&Co in Jan 2011 and while doing this, this meant that some of the Terms and Conditions changed with the transfer. Empire Stores rewards scheme let you earn commission on orders placed and with K&Co this changed to rewards being earned on payments.
All customer were notified of the change and were notified of the change in the Terms and Conditions to the account and to the rewards scheme that they offered.
In order to keep your rewards you must place at least one order in every season, e.g. Spring/Summer and Autumn/Winter. If you fail to do this then you will lose your rewards as per Terms and Conditions.
When you log onto to www.kandco.com there is a countdown at least 30 days before the end of the season advising customers to place their orders in order to keep their rewards and their reward tier status.
This is also outlined in your T&C's. If there is anything else you would like us to look into then please email us at contact_kandco@kandco.com putting 'query' in the subject field.
Many Thanks
Lizzie
K&Co Help Team
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Maryryan72's Response to Mjtmorgan's Review
Written on: 13/11/2012
I had that too, I had my Kays Catalogue for quite a few yrs, saved up the commission, to about £300 to spend in the catalogue only to be told I couldnt have it because I was too late claiming it, by only one week! I was that disgusted I have not used Kays since!
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Kittymaid's reply to Maryryan72's Comment
Written on: 10/01/2013
Yes me too! I've been robbed of my ''Rewards'' I received a letter saying as a treat here is £20 off your next order of over £50. So did the order and I pay back £65 every 4 weeks to pay it off, but no Rewards of 10% being paid?
I write and ask why no rewards, they say - sorry you don't get any because we gave you a discount!
The bottom line is if I HAD NOT taken the discount my rewards were worth more! How underhanded is that?
For example you get sent a discount maybe just £10 and you go for a higher value product say a TV at £500.
If you go for a discount the TV costs £490, but if you pay the tv back over say 20 weeks you would get £50 in Rewards!
I just got back the usual robotic reply check your T&C's but they should put that on the letter offering you a discount.
If you take this discount you will not get your rewards and they could be worth a lot lot more!!!
Be warned please, also BNPL you don't get rewards but I took mine over just 20 weeks.
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See next 10 reviews
Showing 31 - 40 of 70 Reviews
★☆☆☆☆
“Buy Now Pay Later is a SCAM”
Written on: 05/07/2012 by MissCCB (1 review written)
I have bought items on Buy Now Pay Later on a few occasions. I do not like paying interest therefore I make sure the balance is cleared well in advance of the deadline! On EVERY occasion K & Co have made a last ditch attempt to claim that I still owe them money! The first time, they decided to add an item I had ordered on regular payment terms, onto my CLEARED buy now pay later balance with the threat of charging interest on that!!! The second time, I paid in full but on the last statement... (read more)
Kandco_Help_Team's Response to MissCCB's Review
Written on: 08/07/2012
HI MissCCB,
We're sorry to hear that you believe your BNPL purchases have been miscalculated and would like to investigate this to see how this could have happened.
Please email us at Contact_kandco@kandco.com putting 'BNPL' in the subject field and we would be happy to look into this issue for you.
Many Thanks
Dave
K&Co Help Team
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★☆☆☆☆
“Terrible customer service”
Written on: 03/07/2012 by charley17 (1 review written)
I bought a TV unit from Kandco which need to be assembled. My husband assembled it whilst he was on R&R from Afghanistan. The doors on the unit fell off the same day he had put it together. I immediately contacted KandCo and they accused us, saying it was an assembly fault and not the unit. After many emails, none of which were very helpful, they did agree to take it back "in good faith" but I had to flat pack it again. I explained that I was unable too as my husband had gone back to... (read more)
Kandco_Help_Team's Response to charley17's Review
Written on: 03/07/2012
Hi Charley,
We are sorry to hear of the issues you have had arranging for this item to be collected. We do advise that items need to be dis-assembled or flatpacked prior to return. This is so the parcel can process back to our Returns Centre safely and reduces the risk of the item going missing/being damaged in transit.
Please email us at contact_kandco@kandco.com putting 'Returns' in the subject field and we would be happy to investigate this query for you.
Many Thank
Dave
K&Co Help Team
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★☆☆☆☆
“missing items not signed for but being charged for ”
Written on: 18/05/2012
I ordered a couple of tv's at xmas for my grandchilden and they never arrived i was then told that they were delivered and signed for by my daughter even though we know she wasnt there, i have been chasing this matter since December after looking into it they told me that we hadnt received them and credited my account to then be told 3 weeks later that they had a signiture and even though it wasnt mine or my daughters which is where the goods were supposed to go we have been charged for... (read more)
Kandco_Help_Team's Comment
Written on: 18/05/2012
Hi,
We're really sorry to hear that you have had no response to your letter. If you would like to email us at contact_kandco@kandco.com putting 'goods not received' in the subject field we'll look into this for you.
Many Thanks
Lizzie
K&Co Help Team
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Royalx1's Comment
Written on: 23/10/2012
i had this problem with a laptop which had been signed for but not by me i sent in a photo copy of my drivers licence with my signature and the back of my credit card proving it was not my signature and i must say k and co sorted it all out within a week and the amount was taken off my bill. miss royal
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★☆☆☆☆
“Terrible customer service”
Written on: 01/05/2012 by APlato
After being a customer of Empire Stores since the 90's I don't expect to have to ask 3 TIMES to be sent a catalogue. I suppose you don't send the paper ones out because you can't afford to. I want to look through a catalogue, not navigate my way through a website. A standard formatted email response is not customer service. Another customer lost (read more)
Kandco_Help_Team's Response to APlato's Review
Written on: 01/05/2012
Hi APlato,
We're sorry that you haven't received a catalogue yet.
If you'd like to send us an email to contact_kandco@kandco.com putting 'catalogue request' in the subject field and we will try and send a catalogue to you manually as there may be a glitch with our systems for your account.
Many Thanks
Lizzie
K&Co Help Team
Reply to this comment
★☆☆☆☆
“ I closed my account after ripped off by kays”
Written on: 06/04/2012 by Jacf (1 review written)
Over 20 years of dealing with this company and I get ripped off for £58. Kays said items were delivered and a signature recieved from myself. HOW? At the time I was 10 miles away at work no-one in the house.But mysteriously they have a matching signature, which they have failed to produce. After arguing the point I was told I had to pay for the goods.Loyality counts for absolutly nothing all that counts to them is the bottom line of the accounts. GOODBYE KAYS AND GOOD RIDDANCE (read more)
Kandco_Help_Team's Response to Jacf's Review
Written on: 06/04/2012
Hi Jacf,
We are sorry to hear that you have closed your account.
We can assure you that our Track & Trace team do thoroughly investigate any instances where items are delivered with a signature and then reported as not received.
We can look into this investigation if you would like to contact us at contact_kandco@kandco.com.
Many Thanks
Dave
K&Co Help Team
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Bon14's Response to Jacf's Review
Written on: 18/05/2012
This is what has happened to us please read my review and do what were doing by going to watchdog something needs to be done about this terrible company
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★☆☆☆☆
“Terrible CS, Rip off”
Written on: 29/03/2012
would not recommend to anyone. 4 months of fighting for my rewards. never received any despite I was loyal customer for over 5 years. CS will tell you whatever is easier for them. (read more)
Kandco_Help_Team's Comment
Written on: 04/04/2012
Hi,
We would like to help with your Rewards query.
Please email us at contact_kandco@kandco.com putting 'Rewards' in the subject field and we would happy to investigate this issue for you.
Many Thanks.
Dave
K&Co Help Team
Reply to this comment
★☆☆☆☆
“disgusting service”
Written on: 23/03/2012 by jadewillster (1 review written)
sent item bk kept chasing if been returned they kept sending infuriating template emails tht had hardly any relevance to what i said then sent a letter to say not rec goods but there gonna give me benefit of doubt (so calling me a liar) & warned me not to do it again, a wk later got a text from yodel to say item had been returned! im now arguing with them over a refund but i keep asking for them to escalate complaint & they send me a template just apologising. its like talking to a brick wall! (read more)
Isme_Representative's Response to jadewillster's Review
Written on: 29/03/2012
Hi jadewillster,
We're really sorry to hear of your recent shopping experience with us.
We would really like to look into your account and try to help, if you would like to send us an email to contact_isme@isme.com putting 'complaint' in the subject field to ensure it reaches us.
Many Thanks
Lizzie
Isme Company Representative
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★☆☆☆☆
“Rob you blind, give you bad credit ”
Written on: 15/03/2012 by SPH1992
I've had this catalogue for little under a year now, everything was going somewhat okay, their prices are ridiculous at times almost £100 extra, but when you have no money you don'd mind too much. January 2012 I was short of money and had to pay my bill the following month, during this month I was charged £12 for not paying, £12 for a phone call and £12 for a letter which meant my bill was an extra £36 that I was not expecting so I was unable to pay 2 bills and these extra charges so I... (read more)
Kandco_Help_Team's Response to SPH1992's Review
Written on: 19/03/2012
Hi,
We are sorry to hear of the difficulties you have experienced in making payments to your account. You can contact our Accounts Team directly on 0844 822 4707 and they would be happy to discuss your payment options.
Hope this helps.
Dave
K&Co Help Team
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Asplinter1's Response to SPH1992's Review
Written on: 27/04/2012
I Know how you feel, we have spent nearly 10K with them and i was 3 days late in paying.
So they charge me £12 that's great of them.
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Guest's Response to SPH1992's Review
Written on: 26/06/2012
I can you please send me a catalogue .
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Kandco_Help_Team's Response to SPH1992's Review
Written on: 26/06/2012
Hi,
If you would like a catalogue, please click this link https://www.kandco.com/catrequest/en/catalogRequest.page
and you can request one.
We hope this helps
Many Thanks
Nicola
K&Co Help Team
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Jas57's Response to SPH1992's Review
Written on: 02/07/2012
you can claim back charges there are plenty of web sites out there that can help just Google claim back catalogue charges
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Hall39's Response to SPH1992's Review
Written on: 21/02/2013
I have nothing but trouble since this company took over Empire! I pay my account every month when I get paid and was hit with a charge for being late. When I looked at my on-line statement the dates differed by several days! When I complained I was spoken to quiet rudely by one of their Customer Service Agents so I sent an e-mail which I was told that account statements are sent every 28 days not monthly!
I am not looking at closing this account for which I have been told I can't close because I am in credit and need to spend that before they will close my account!!!
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★☆☆☆☆
“Leave well alone, terrible Customer Service”
Written on: 04/03/2012 by Dizzydoo (1 review written)
After being with Empire Stores for many years with brilliant customer service, I carried on when the Shop Direct Company took over, biggest mistake I have ever made. I recently purchased a television from them and after 4 months the TV developed a fault. I e-mailed Kays, because I do not agree in ringing a profit sharing number to contact a customer service number, they gave me a 0845 No. to ring to inform them the TV was faulty. I rang the number and was told that an engineer would ring me... (read more)
Kandco_Help_Team's Response to Dizzydoo's Review
Written on: 04/03/2012
Hi Dizzydoo,
We assure you that we value all of our customers and we are really sorry to hear of your expereince with us.
If you report a fault with an electrical product, we may give you a supplier helpline to contact. This is because we have arrangements in place with these helpline providers for them to identify the cause of any fault (we do not have the necessary technical expertise to do this) and to offer you an appropriate remedy on our behalf.
If you would like to email us at contact_kandco@kandco.com putting 'faulty electrical' in the subject field, we will get one of our aftersales advisors to chase up and give you an update as soon as possible.
Many Thanks
Lizzie
K&Co Help Team
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Dizzydoo's Response to Dizzydoo's Review
Written on: 23/03/2012
Previous post update. After waiting, and several phone calls and e-mails later, the TV was diagnosed faulty and unrepairable, that was 3 weeks ago, I am still waiting for my soon to be closed account being credited with the ammount for the TV(Their time limit is 7-14 days) and a full refund for the ammount forwarded. If this is not sorted they are leaving me with no alternative but to register a claim in the Small Claims Court for the ammount owed and expenses incurred trying to sort the problem out. This company is now part of Shop Direct Group, leave well alone they are only interested in taking your money, and after service is zero, what a joke.
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Jas57's Response to Dizzydoo's Review
Written on: 02/07/2012
there is a free phone no 0800 015 1000 use that if you need to get in touch again
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★☆☆☆☆
“terrible customer service”
Written on: 07/02/2012
I ran,previously empire stores for 25 years and found them brilliant,k and co took them over and so i continued,the delivery is fast,but the selection is not as good as empire was,and is more expensive.It started where i made a payment a day late,and was charged £12,00,which i thought was high.A few months later i recieved a letter saying another late payment charge had been put on my account,i checked my statement and the payment was not due for another week,i also had a phone call giving... (read more)
Kandco_Help_Team's Comment
Written on: 08/02/2012
Hi,
We are sorry to hear that you are unhappy with the charges applied to your account. Our payment terms and details of the charges that potentially may be incurred for late payment are included in the Terms and Conditions on our website.
We would like to look into the incident whereby a charge was applied to the account before the payment date was due.
Please email us at contact_kandco@kandco.com putting 'Payment Query' in the subject field and we would be happy to look into this further and also provide any other information you may require.
Many Thanks
Dave
K&Co Help Team
Reply to this comment
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Kandco_Help_Team's Response to jaygee1304's Review
Written on: 16/05/2013
Hi jaygee1304,
We're sorry to hear that this hasn't been resolved yet.
Some of our orders do require a signature on delivery and should be explained at the time of order.
As the order has been accepted and processed and the item is in transit then we cannot cancel the order, but we can contact the courier and ask them to return the parcel back to us so it can be credited back to your account.
If you'd like to email us at contact_kandco@kandco.com putting 'delivery' in the subject field and we'll look into it for you.
Many Thanks
Lizzie
K&Co Help Team.