Hey kept my money for 2 weeks until I contacted them - then told me the weren't honoring the promotion I ordered under and they were cancelling my order. They held on to my money until I pointed out that they hadn't shipped my merchandise.
I placed an order on kirklands.com Dec 4 and didn't hear from the company for over two weeks. I contacted them Dec 19, and received a response that never answered my concerns.instead of being told where my order was, I was told there was a "bogus" promotion, and I could sign up for other promotions through them. Then they randomly say, "I have cancelled your order." Uh, no thanks? Ship my item, please. But no. Apparently I used a promotion code they decided to not honor... And I say apparently because they never did come out and acknowledge that is what happened. The email didn't come out and say, "We are canceling your order because..." The email gives the "bogus promotion" information, goes on about ways to get additional promotional information, and then casually mentions "I cancelled your order" without saying the actual reason why. Of course I can read between the lines, but this is a questionable approach.
It sounds like Kirklands didn't realize their promotion would be as popular as it was, and chose not to honor it. From a business standpoint, I understand. From a customer service standpoint, that should never happen. To me, it's an indicator of their lack of concern for the customer experience.
I'm most frustrated that Kirklands would have kept my order open and held on to my money until I contacted customer service. There are ways they could have proactively found those orders they chose to not honor and cancelled the order with 24 hours. And they didn't. They kept my money until I questioned them.
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