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Complaint Details
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Initial Complaint
23/02/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased a *** gift card for Kennas crystals *** ****, to use at her advertised restock coming *** ****. I even tipped an extra ** which is an option when checking out. When I tried to use the gift card it kept saying the gift card code was invalid. I submitted an email to customer service on the website and was told no refunds no exceptions. I was also told I could not use the gift card at her store front in ******* , could only be used online. I waited for the next restock , *** **************************************************** my cart and again the gift card would not work. I exited and reloaded , items were still available but the site would not accept my card. I tried to give this business the benefit of the doubt after all the negative feedback , *** * **** **** * **** *** **** **** ** ***** **** ***** **** ********* ***** ** **** . I very much wanted to order and have a positive experience , now I just really hope to get my my money back
Business response
27/06/2023
Good afternoon, ****.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order **********) for a gift card in the amount of ********* ******* * ***** ***). The status of the order in our system says it was fulfilled then refunded. We can also see in our system that we issued a refund to your **** **** in the amount of ********* ** ********** * *******. Could you please confirm that you did in fact receive this refund.
****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
***** ******
Kenna’s Crystals
Initial Complaint
17/02/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
something happened with kennas ******* supplier last year in ****. she stated that she got ******* or something. with that happening, she had to cancel & refund orders made in **** ****. she also gave the option to wait & still have your order fulfilled once she figures everything out. i decided i would want a refund. so i waited, and waited. months passed and i still didnt receive my refund. i emailed her multiple times, and even filed a form for her to contact me for a refund. i have received absolutely no response. its been 8 months. she is currently fulfilling new orders, ******* ** *** ******. im not the only person who hasnt received a refund either. **** ** ********** ***** ******** ********* *** ********* ***** ** ** ***** ** ** *** **** ** ****** ****** ******* *** * ******* ***** at the same time processing & accepting new orders.Business response
27/06/2023
Good afternoon, ******.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * *******. Could you please confirm that you did in fact receive this refund.
******, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
Customer response
27/06/2023
Complaint: ********
I am rejecting this response because:
I never received a refund. I replied with a ********** ** ** **** ********* **** ******* *** ****, i was not refunded on that day. The only transaction i can find is when i placed my order on **** **** ****. I also searched all of my transactions for the amount i would’ve been refunded, i was unable to find anything but my purchase.
Sincerely,
****** ****Business response
28/06/2023
Thank you for your response. We understand that you are unable to locate the refund we referred to in our previous response. Given this, if you are agreeable, ** ***** **** ** **** ******* ****** *** ** ********** ** **** Could you please confirm your ***** ******* *** ********* ********** *********
Have a great day,
***** ******
Kenna's Crystals
Customer response
29/06/2023
Better Business Bureau:thank you. ** ***** ******* ** **********************
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
17/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
On *** ***** **** I placed an order for the amount of ****** on Kennas Crystals website. During this time, I closely followed the businesses social media platforms (primarily Tik Tok) to watch for order updates as it was my understanding that it was a small business who wasnt prepared for the volume of orders that were made on *** ***** product restock. Up until about 3 months ago, I had been patient about waiting to receive my order until I saw that almost every order made from *** **** was being refunded due to ******* ******** the business and I only had to fill out a form on the website in order to receive my refund. I filled the form back in ********* I believe and now in ******* have yet to receive my refund despite the business posting that every customer has received one. I tried countless times to contact the business using their email, commented on many videos asking them to contact me and even privately messaged their Tik Tok account looking for answers to hear nothing back. **** ** *** **** ** *** ******** ****** ******** ********************************Business response
27/06/2023
Good afternoon, *****.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * ******** Could you please confirm that you did in fact receive this refund.
*****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks
Initial Complaint
17/01/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
On **** ***** **** I made a purchase with Kenna’s Crystals for ****** with the promise I'd be receiving my crystals in 1-2 months due to her long processing times. Several months passed and she kept posting updates on her tiktok stating that she was having issues with ******** but that we'd be getting our orders as soon as possible so I just gave her the benefit of the doubt and continued to be patient. In early ********* she posted a video asking everyone that ordered through ******** to please fill out the form on her new website and we'd get our orders soon. Up until last week, I was under the impression that I'd be getting my order any time now, however based off her social media posts I discerned this was not the case. I emailed her and she claimed that she refunded me, however I have not received this refund and sent her more emails trying to solve the issue so I could get my refund and move on. She sent a few short and rude replies then stopped answering me all together. I don't know what to do anymore, * **** ** ***** ********* ** *** I just want my money back so I can move on from this. I've also seen online that many other people have had the same experience with her *** *** ****** ********* **** *** ***** ******* **** **** ******** ****** **** *****Business response
27/06/2023
Good afternoon, *****.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ***** We see that you placed an order *******) in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of ********* on ********** * ******. Could you please confirm that you did in fact receive this refund.
*****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
***** ******
Kenna’s Crystals
Initial Complaint
13/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased from this shop on J*** ***** ****. My order included *** **** ******* ******* *** * **** ***** ** ******* ********* The total was ** **** *** ******** ** *** *****. It is now ******* ****, and the order never shipped, nor have I received a refund. Back in ********* she said she would be refunding everyone, but I have not yet been refunded and neither have many others. She continues to restock her shop and has delayed refunding previous customers.Business response
27/06/2023
Good afternoon, ******
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** in the amount of *********. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Discover Card in the amount of ********* on ********** * *******. Could you please confirm that you did in fact receive this refund.
*****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
Customer response
27/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me as I did in fact receive the refund.
Sincerely,
***** *******Initial Complaint
11/01/2022
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
July 21, 2021 is when I bought 18.00$ worth of items from her. My order number is ***** and still have not received the package. Contacted the company three times in the course of august-January. Heard nothing back from the company.Business response
27/06/2023
Good afternoon, *****.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in 2022. We see that you placed an order (#*****) in the amount of CAD$18.08. The status of the order in our system says it was unfulfilled. We can also see in our system that we issued a refund to your Visa in the amount of CAD$18.08 on 2022-01-09 @ 12:28AM. Could you please confirm that you did in fact receive this refund.
*****, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I ordered a *** e gift card for my sister on ******** **** full well knowing Kennas Crystals was out of inventory. With the upcoming restock I was excited to give this to my sister as a gift. I screen shot the confirmation luckily & the money was taken from my account. At this point on ******* *** I still have not received a follow up email & all of my messages as of now have been ignored. Id like my money back. * ** *** ******* * ******** **** ***** ***** **** ** ******* *****. ** ***** ** ** **** *** **** **** *** ***** ** **** ******* **** ***** ** ******* * ******* ******* ****** *** *****.Business response
27/06/2023
Good afternoon, ******.
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order *********** for a gift card valued at *********. The status of the order in our system says it was fulfilled, however, we understand that you never received the gift card in your email. We do still see the original gift card in our old site, which was disabled after we created a new gift card on our new site. O* *** *** ***** *** ** **** *** ***** we sent you emails providing details on the new gift card prior to the launch of our new site on Shopify. As you may know, our gift cards do not expire.
Having said all that, we understand your frustration and dissatisfaction with Kenna’s Crystals and ***** **** ** ***** *** * **** ******* If this resolution works for you, ** *** ** ** ********** ** **** ***** ***************************** address on file. Please let me know if this would be an acceptable resolution.
******, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I had originally placed an order on *** **** ****** ******* coming to a total of *** and haven't received the order. After filing for a refund from the business owner's website and emailing about when I might receive my money back, I still haven't received anything after waiting for over 8 months.Business response
27/06/2023
Good afternoon, *********
My name is ***** ******, with Kenna’s Crystals, based out of Calgary, Alberta, Canada. Several months ago, I joined Kenna’s Crystals with a focus on improving our business processes, procedures and most importantly, the customer service we provide to our lovely customers. As part of this, I am revisiting those areas that we didn’t do well at, which, among other things, includes responding to complaints submitted on the Better Business Bureau (BBB) site.
We are in the process of following up on the BBB complaint that your submitted back in ****. We see that you placed an order ******** for an amount of *********. The status of the order in our system says it was unfulfilled, so we would like to offer *** * **** ******. If this resolution works for you, ** *** ** ** ********** ** **** ***** ******* on file. Please let me know if this would be an acceptable resolution.
********, we sincerely regret not handling your order and compliant appropriately. We are doing everything we can to remediate the gaps that exist allowing us to focus on providing an exceptional customer experience going forward.
Thanks,
Customer response
27/06/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint I* ********, and find that this resolution is satisfactory to me.
Sincerely,
******** ********Initial Complaint
04/01/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
On June 19 2021 I placed an order with Kennas Crystals for ***** CA. I have yet to receive my product. ***** has not responded to any email I have sent to get a refund
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9 total complaints in the last 3 years.
0 complaints closed in the last 12 months.