ComplaintsforKole Imports, Inc.

• Initial Complaint

  02/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered products from Kole Imports and the sales person name is *************************. I returned the products after I found out there were counterfeit products. I have called, emailed and text Jevy and he is avoiding me and will not give me a refund of my money for the products I sent back to him. I put the ** numbers on the packages like he asked me too. I just want my money back. Jevy is avoiding me and will not answer my emails, texts, or phone calls. He promises to call back and do not. I want my money back.

  Business response

  02/22/2024

  Hello Nova ******,
  

  Thank you for reaching out to us regarding your recent experience with Kole Imports and your sales representative, *************************. We sincerely apologize for any inconvenience you have faced and assure you that we are committed to resolving this matter promptly.
  

  We understand your frustration regarding the counterfeit products you received and the subsequent difficulties in obtaining a refund. Rest assured, we take issues of product quality and customer satisfaction seriously, and we are actively investigating this situation to ensure it is addressed appropriately.
  

  Please know that your refund request is being escalated to our ***************** team for immediate attention. We will ensure that your concerns are addressed and that you receive the refund you rightfully deserve for the returned products.
  

  We apologize for any delay or communication breakdown you may have experienced thus far. Our team is committed to providing you with the support and assistance you need throughout this process. You can expect a follow-up from us within the next two business days or less, with an update on the status of your refund.
  

  Once again, we apologize for any inconvenience this situation has caused you. Your satisfaction is our top priority, and we appreciate your patience and understanding as we work to resolve this matter swiftly.
  If you have any further questions or concerns, please do not hesitate to contact us directly at ********************************** or you can contact me directly].
  

  Thank you for your patience and cooperation.

   

  Best ********************************************************************************* Manager
  
  ***********************************************************
  ***********************
  ***********************
  Business Hours: 7:00 am 3:45 pm ***************** Time)
  www.koleimports.com
  
  
  

• Initial Complaint

  01/23/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Kole Imports shipped my items extremely late causing them to miss the shipment to my country so they arrived too late for my company's anniversary sale and also Christmas 2024. Kole Imports overcharged my company's credit card by thousands of dollars and have not refunded it as yet. Their invoices do not match what was ordered and a number of items which I was assured would be shipped, which I ordered were not in the shipment and I was not notified about this by Kole Imports. **** also shipped my order to my ***** freight forwarders and no matter how I asked the sales rep who dealt with me, *************************** to send me the tracking number she did not do so and never sent it so the shipment eventually arrived very late at my freight forwarders without me getting a tracking number from Kole Imports. *************************** the sales rep repeatedly lied to me about the date of arrival of the shipment to my ***** freight forwarders as it arrived much much later than the arranged date and she also would not respond to my many international calls and emails to her she would not answer her phone. I need Kole Imports to refund my business ********* the amount which they charged to the company's credit card knowing that they did not ship that amount of products.Additionally, they packed breakable items unprotected in thin brown boxes, therefore some of them arrived broken, I need the refund for those as well. *************************** a sales rep at Kole Imports ignored all of my calls and emails causing me great concern and frustration and I am now left with a bulk of products after Christmas unsold as a result of late shipping by Kole Imports. As recently as today I called Kole Imports, but no one answers the phone and when a message is left no one returns the call and no one emails either. Kole Imports have changed for the worst over the years and is a horrible, terrible company to do business with and this bureau needs to check into their activities as I can clearly see that dishonestly is taking place. It is fraud to charge a credit card for items which have not been shipped. I await your response before reporting this matter to my bank fraud team with regards to the charged credit card for almost $3,000.00US over the amount due as matched to the invoice.

  Business response

  01/26/2024

  Dear *********.
  
  I hope this letter finds you well. We sincerely appreciate the opportunity to address your concerns and appreciate your effort in bringing this matter to our attention through the Better Business Bureau. We take customer feedback seriously and are committed to resolving any issues promptly.
  
  First and foremost, please accept our sincerest apologies for any inconvenience you may have experienced. We understand the importance of your satisfaction and value your business. We have thoroughly investigated the matter and would like to provide you with a detailed response.
  
  We shipped the order in a timely manner that arrived before the date you originally stated which was 11/21/2023. Order was delivered on 11/20/2023. Some items that were purchased at the time of purchased were out of stock at the time of shipment. Which leads to the difference of the total of the order. We only charge for the items that are shipped.
  
  We realized that there was a refund to be made back to the customer for $2775.56 which we have processed, and the customer should see in the coming days.
  
  As for the no reply from the National Account Manager that is assigned to this account was hospitalized due to heart failure and has since recovered and has already sent the customer messages stating the update.
  
  Moving forward, we are taking the following steps to address and resolve the issues raised:
  
  A refund is being sent to customer for the short shipment of the items not in stock on order.
  
  Will send customer a Cash Sale Receipt in advance of the final items that are being shipped on the order.
  
  We will let the customer know that there is a typical processing time from the time the order is released to ship is approximately 8 working days not including weekends or holidays. So that they can place orders well before their sail dates.
  
  Our commitment to customer satisfaction remains unwavering,and we are dedicated to ensuring a positive resolution. If you have any further questions or concerns, please do not hesitate to contact our customer service department ***************************, **************** Manager.
  
  We have been providing excellent customer service for over 37 years and will continue to do so.
  
  Once again, we apologize for any inconvenience this may have caused and appreciate your patience and understanding as we work to rectify the situation.
  
  Thank you for bringing this matter to our attention and for the opportunity to address your concerns.
  
  
  
  Click on Links below to see deals!
  
  
  ***************************
  National Account Manager
  
  *******************************************
  ***********************
  ************** cell
  ************** Fax
  www.koleimports.com
  

  Customer response

  02/01/2024

   
  Complaint: 21188218
  
  I am rejecting this response because:

  *************************** is lying in her response, she only recently sent the refund but only after I began to protest and demand it, it seems as though if I had said nothing my company would have lost to Kole Imports almost $3,000US dollars. She knew a refund was due but did not send it only after I complained to Better Business Bureau. The other problem which caused me to reject her response is because I also complained about the manner in which they packed the ceramic products in thin paper boxes without anything to protect them and some are broken, but *************************** have not addressed this issue at all.

  Kole Imports is not the same company which we did business with over the years as it has deteriorated terribly and lots of lying is involved. ****** is adamantly stating in her response that she shipped our items on time and moreover that she shipped the order  before the agreed shipping date but that is not true, as she assured me in a telephone conversation not to worry that she would ship the order early in Nov 2023 and that they would work extra to see that the shipment was sent to the time that I said was the cut off for sailing from our freight handlers to our location but she did not do this.

  Also, when you call Kole Imports no one answers the phone, and you are asked to leave a message but when you do so no one responds to your messages. Another problem is that the only person who seems to be working at Kole Imports is *************************** as no one else can be reached and quite frankly I do not want to continue with *************************** as I find her to be very lied and lies and business do not go well together. *************************** said that she shipped the order and we received it before the stipulated date, that is a lie as we received the shipment past the date on November 21st and our freight handlers can attest to this and as a result the shipment sailed late and only arrived here at AMAZE on December 20th 2023 as shipments after they arrive have to go through customs processing at the busiest time of the year. *************************** claimed that she would definitely have them packed and shipped early in November of 2023 and that was not done. Where are all the other persons who used to work at Kole Imports answering the phone and assisting, this story about being hospitalized I sincerely hope that it is the truth as lying about such things can cause the very thing to come upon you. What date was *************************** hospitalized for heart failure as we have the full email trail in our possession showing all her communication with us so it would be good to know the date of this so called hospitalization and if it is true why did someone else from the company not follow on with my order and queries and many desperate emails.

  We urgently need to speak to the CEO/Manager of Kole Imports, and we also need to hear about the refund for these broken ceramic products which Kole Imports badly shipped to us, this company is reckless. We are still checking through the shipment to make sure that what we ordered and paid for has been received.

  Kole Imports is horrific to do business with, my saying it does not express the full extent of how horrible this company has become in how it does business.
  

  
  
  Sincerely,
  
  *********

  Business response

  02/12/2024

  Hello ******,
  

  Thank you for reaching out and providing feedback regarding your recent experience with Kole Imports. We sincerely apologize for any inconvenience or frustration caused by the issues you've encountered.
  

  We take your concerns seriously and are committed to addressing them promptly. Rest assured, we will investigate the matters you've raised thoroughly to ensure they are rectified appropriately. We understand the importance of timely and transparent communication, and we apologize if there have been any lapses in this regard.
  

  Our records show that we issued a refund in the amount of $ ******** on January 24, 2024 per our accounting records. Your overpayment was a refund overpayment for items that were out of stock at the time of shipment. 
  

  We acknowledge your concerns about the shipment timing and the challenges in reaching our team. We are actively working to improve our customer service responsiveness and streamline our communication channels.
  

  As for ******************************* hospitalization, we understand your skepticism and assure you that we will provide any necessary clarification or documentation regarding this matter.
  We understand the urgency of your situation and will prioritize resolving these issues to your satisfaction.

  Please be assured that we value your business and are committed to restoring your trust in Kole Imports.
  If you have any further questions or concerns, please do not hesitate to contact us directly. We appreciate your patience and understanding as we work to address these issues.
  

   

  Sincerely,
  

  
  
  ***************************
  Customer Service Manager
  
  **************************************************
  **********************
  *****************************************
  www.koleimports.com

  Customer response

  02/27/2024

   
  Complaint: 21188218
  
  I am rejecting this response because:

  I saw the name *************** Complaints Specialist at Kole Imports in this response message from Kole Imports and again I incurred international call cost trying to make contact with this individual, but I am reaching no one as I am still getting just voicemails over and over and over again, there is no one to speak to directly. Last year I left messages, but no one responded. The second reason that I am rejecting this response is that nowhere in the response addressed the issue of the broken cups and potted plant ornaments which were terribly packed by Kole Imports without any type of fragile goods protection. Thirdly I had asked to speak to a senior person at Kole Imports to lodge my complaint as everywhere you turn the same person that the complaint is for is appearing in every communication to this company and it would almost suggest that *************************** is the only person working at this company and that there is no senior person to complain to and that all complaints which are sent goes right back to the same person being complained for which is ***************************.

  The other thing which was in poor taste is that at the bottom of the message from Kole Imports to a dissatisfied customer was a message about clicking a link to see deals, this type of message should never be appearing in a response to a customer who is very upset and dissatisfied with your treatment. Please take a look at the response to my complaint from Kole Imports and see the ad and also see appearing once again ************************* so is she in complete control of Kole Imports and there is no one else to complain to?

  I am requesting to speak directly to the *** of Kole Imports about my complaint as I am getting nowhere with regular employees of the company, I am only getting voice mails all day long.

  I await your urgent response on this matter.

   

   

  
  
  Sincerely,
  
  *********

  Business response

  03/08/2024

  Good Afternoon,
  

  Thank you for bringing your concerns to our attention regarding your recent experience with Kole Imports. We sincerely apologize for the frustrations and inconveniences you've encountered.
  

  We acknowledge the issues raised in your rejection of our previous response and understand the importance of addressing them promptly. I apologize to hear that these support issues have not been addressed. 

  We do not have an employee by the name of ***************.  I would like to get any support issues that have not been addressed. I will need for you to email me directly the order number and the item number and count of damaged items received. Should you have pictures of the damaged items please email the pictures directly to my email address at ***********************************
  

  Regarding the inadequate packaging of your order and the damage to the cups and potted plant ornaments, we deeply regret any disappointment or inconvenience this may have caused. We take quality control and packaging seriously at Kole Imports, and we will review our processes to prevent similar issues in the future. We appreciate your feedback, and rest assured, it will be shared with our team for immediate action.
  

  Additionally, we understand your desire to escalate your concerns to a senior member of our team. While *************************** has been handling your communication thus far, please know that you are welcome to contact me directly at *********************************** I manage the **************** Team for our business, and I am more than Willing to get these support issues resolved.
  

  In response to your request to speak directly with our CEO, please note that I have all the authority that I need to get this addressed. Please email the requested detail and I will get this addressed. 
  

  Once again, we sincerely apologize for the difficulties you've experienced, and we appreciate your patience and understanding as we work to address your concerns comprehensively. Your satisfaction is of utmost importance to us, and we are committed to resolving this matter to your full satisfaction.
  

  Thank you for bringing these issues to our attention and for allowing us the opportunity to rectify the situation. Should you have any further questions or concerns, please do not hesitate to contact me directly.
  

  Best Regards

  
  ***************************
  **************** Manager
  *******************************************************************
  
  **************************************
  ***********************
  www.koleimports.com
  Business Hours:Monday Friday 7:00 am to 3:45 pm ***************** Time)
  
  
  

• Initial Complaint

  03/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On January 24th,2023 I ordered a shipment of 3 different items(Order# **********) for $94.46 and of that shipment I received expired plastic adhesive bandages,on Febuary 3rd,2023 I was told I would receive a partial refund(for the bandages)and a shipping credit.It is now March 8th,2023 and I have yet to not only not receive anything I was told I'm also being ignored(sent numerous emails for days now,called and got no answer).It seems a chargeback is the only way to get what's owed because after reading numerous reviews this is to be expected.

  Business response

  03/13/2023

  Hello

   

  Thank you for bringing this to our attention. We have communicated with the customer on reported purchased products being expired. We are currently processing the customer's refund at this time.

  Please allow 2 to 3 business day for the refund to be processed. Let me know if there are any questionson this.

   

  Regards

   

  ***************************

  Customer Service Manager

  ************************************************************

  *********************

   

  Customer response

  03/15/2023

   
  Complaint: 19557553
  
  I am rejecting this response because: I was told that exact line a month going on 2 months ago.
  
  
  

  Business response

  03/28/2023

  Hello

  The customer filed a PayPal dispute on the entire transaction/order amount. We will accept liability on the PayPal dispute and issue the refund back to the customer's PayPal account. We have notified PayPal support and they will issue a refund back to the customer. 

  We will cancel the pending refund we were previously going to issue back to the customer. Please feel free to contact me directly if there any questions on this.

   

  Regards

   

  ***************************

  Customer Service Manager

  **********************************

  *********************** 

   

   

   

• Initial Complaint

  08/29/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed my order on August 16th. I never received shipping notification email OR tracking yet last week I received an email asking me to confirm delivery of my items? I have since emailed the company 3 times asking for tracking so I can verify where my order actually is because it definitely hasn't been delivered . I have YET to receive a response and it's been over a week. I have also called 4 times and every time I call I'm told I have the wrong number . At this point I feel like I'm being scammed . My order was over $1,000 SOMEONE GIVE ME ANSWERS OR NEXT STEP WILL BE DISPUTING THIS WITH MY BANK.

  Business response

  09/23/2022

  Business Response /* (1000, 5, 2022/09/09) */ Good Afternoon*********** Thank you for placing your order with us. Our records show that your order was delivered on September 6th and signed for by****** at the shipping address. The freight carrier Oak Harbor delivered your order to your shipping address. Please confirm that you have received your order. See the attached screenshot. Please feel free to contact us should you have any questions on this. Thank You

• Initial Complaint

  05/19/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  I placed an order on May 19th and I got an order confirmation number and then they put my transaction on hold until further notice and then they took the money out of my account I would like to know where my money is and I would like it back if they're not going to send me my items ************************ thank you

  Business response

  07/29/2022

  Business Response /* (1000, 5, 2022/05/23) */ Good Afternoon Ms.****** Thank you for shopping on our website. Please be advised we have been notified by our **** automated payment system that your order was not approved on our website. The authorized credit card payment was declined. The transaction amount will void out typically within 1 to 2 business days or less. Please note that we are not holding this payment. Your credit card company is holding this as processing and it will void out within that mentioned time frame. We would reccomend that you register your credit card with **************** and resubmit a new order back on our site. We apologize in advance for any inconvenience this may cause. Please let me know if you have any questions on this. ************** Customer Service Manager ******************************************************************************************************************* Consumer Response /* (3000, 7, 2022/05/24) */ (The consumer indicated he/she DID NOT accept the response from the business.) Because I talked to the ***** they're not holding anything they took my money and ***** is prepaid and they're not holding the money I have not received no money back so they took my money and I'm not going to accept that Business Response /* (4000, 9, 2022/05/31) */ Hello Thank you for bringing this to our attention. Please note that our payment processor company **** did not approve this submitted payment by the customer. We contacted the customer and spoke with her by phone and she was advised accordingly. The credit card transaction amount was declined and not approved on the website. The transaction amount is temporarily on on hold by the customer's credit card company not by our business. We will follow up with the customer on this. Thank You ********************************************************************************************************************************m Consumer Response /* (4200, 12, 2022/06/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. Bc I never got my money. I am not happy Business Response /* (4000, 14, 2022/06/15) */ Good Afternoon Please note that the customer's credit card payment was declined by our payment processor. We contacted the customer and advised that the credit card payment was not authorized on our website. This was communicated to the customer and we reccomended that she contact her credit card support. We are not holding the payment on this transaction, the customer will need to contact support to get this addressed. The transaction should be voided out. Please feel free to contact me on this. ************************************************************************************************************************************************************* Consumer Response /* (4200, 16, 2022/06/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) I talked them. And the money was taking. So. U need. Give it back u are rip offs scam artists Business Response /* (4000, 18, 2022/06/17) */ Good Afternoon Ms.****** Please be advised that we are not holding your money on this transaction. Your payment was declined by our payment processor company Bolt. We only charge payments when orders are processed and shipped. This transaction was placed on May 19th. The funds should be released back to your card. You are welcome to file a chargeback on the transaction with your bank ************************************************************************************************************************************************************** Consumer Response /* (4200, 20, 2022/06/21) */ (The consumer indicated he/she DID NOT accept the response from the business.) Not accepting what u are saying due to the fact it was taking out of my account. Thank u good day Business Response /* (4000, 22, 2022/06/24) */ Hello The customer's credit card payment was not authorized and declined by our payment processor. This order was declined back in May and we are not holding the customer's authorization payment. The hold on the funds should have been released back to the customer. If the customer has not recevied back their funds then we recconmend that they file a credit card chargeback on this transaction. Please note that we only charge payments when orders are billed and shipped out. ************************************************************************************************************************************************************* Consumer Response /* (4200, 24, 2022/06/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) Lier. I will not accept anything until I get my money Business Response /* (4000, 26, 2022/06/30) */ Hello Our payment processor declined this authorized payment and the payment was not approved. This transaction was done back in May and we are going into July. Please note that we are note holding your payment. The customer can resubmit a new order back on our website with a different credit card or register their card with PayPal. We would reccomend that you register your credit card with PayPal or Amazon and resubmit a new order back on our site. ************************************************************************************************************************************************************** Consumer Response /* (4200, 28, 2022/07/02) */ (The consumer indicated he/she DID NOT accept the response from the business.) No. Not. Will not accept Business Response /* (4000, 30, 2022/07/07) */ Good Afternoon Please note that the customer's credit card payment was declined by our payment processor. We contacted the customer and advised that the credit card payment was declined and the order did not go through our website for this reason. This transaction was declined back in May. We are not holding the payment on this transaction. The transaction was voided out. Please feel free to contact me on this. ************************************************************************************************************************************************************** Consumer Response /* (4200, 32, 2022/07/08) */ (The consumer indicated he/she DID NOT accept the response from the business.) Nope. Not accepting. That's all u have to say Business Response /* (4000, 34, 2022/07/13) */ Good Morning Please note that the customer's credit card payment was declined by our payment processor back in May 19th. I have contacted and advised the customer that the payment was declined and the order did not come through our website. The customer states that she was charged for this transaction on her credit card. I advised the customer the transaction amount was voided out. Please note that we are not holding the payment on this transaction. It has been voided out. Thank You ***************************************************************** Consumer Response /* (4200, 36, 2022/07/14) */ (The consumer indicated he/she DID NOT accept the response from the business.) Stop repeating ur self the money still come out of.my card. I will not accept. This. Goodday Business Response /* (4000, 38, 2022/07/18) */ Hello Please note that the customer's credit card payment was declined by our payment processor back on May 19th. The order was not approved and the payment was declined on our website. I have spoke with the customer multiple times and advised this to her directly. This customer was not charged for this order. The transaction was declined. Please note that we are not holding the payment on this transaction. It has been voided out. Thank You *****************************************************************

• Initial Complaint

  12/20/2021

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed an order back on 8/25/21 with Kole Imports (web Order#*********). Got notification that the order had arrived by email on 9/4/21, but nothing was delivered. On September 9, 2021 I inquired about the status of the shipment to Kole imports. Got a return in email on 9/9/21 that state "It appears that FedEx returned your order back to our warehouse because the items were damaged in transit. I have filed a claim and kindly allow a couple of days for your claim to process." I followed up with a few emails, but did not get a response until 10/04/21 stating "Upon checking, it appears that your refund is now in process. Kindly allow 1-3 business days for your refund to be issued." The order total amount is $257.61. to this date we have not gotten a refund. We did inquiry a few more times and got the same response that the refund was in process. the last couple of inquires we have not gotten any response. We are looking for assistance in getting our refund from the very unprofessional company. Thanks *************

  Business response

  01/05/2022

  Business Response /* (1000, 5, 2021/12/23) */ Good Afternoon Thank you for sharing your feedback and bringing this to my attention. First and foremost, we apologize to hear that that the customer neverthe original refund. It appears there was an issue with refunding back the original credit card used on the order. I have reviewed over this FedEx damage claim and the claim was approved for full reimbursement. The customer will be refunded the full order amount due to the shipping carrier damaging this shipment. I have issued a new ******* for the refund to be issued. I will push for my accounting department to get the refund processed asap. Once the refund is complete, I will follow up with the customer to advise them accordingly. Please feel free to contact me directly should there any questions or concerns about this. Thank You ************** Customer Service Manager *********************************************1 Consumer Response /* (2000, 7, 2022/01/04) */ (The consumer indicated he/she ACCEPTED the response from the business.) A refund was finally processed and the full amount was deposited back to our bank account.

*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. ↩