I went Christmas shopping at Kirklands this past year and bought 2 lamps. The sales guy had to get them out of the stock room in the back. When he brought them out he already had them in a bag ready to go. I paid for them and left the store. I later found one of the lamps to be broken so I went back to Kirklands to exchange it.
The cashier was very rude with me from the beginning. Accusing me of breaking the lamp myself. If I would have broken the lamp, then I would have taken the blame for it. She said "We don't usually sell merchandise that is broken, especially at full price." I responded "Well I don't usually expect my merchandise to be broken when I purchase it to begin with." She was very rude with me about it so I told her to just return it and give me my money back. I didn't get an apology or anything from her.
When I got home I tried to call the store and let it ring and ring and ring but no one answered. I think they have caller ID and they saw my name pop up and the cashier was too scared to answer it. So I called the other Kirklands store in Huntsville and asked them the name of the store manager where I purchased the lamps. The lady didn't know her last name but she gave me her first name, Stacy.
So I tried to call back again and the man that was working when I went in answered the phone. I asked him what the store managers name was and he put me on hold forever not intending to answer my question. I hung up and called back and asked him the same question. He told me he couldn't give out that information. I said "OK, then when will he/she be in?"
He stated that she was in at the moment and asked if I would like to speak with her. I said yes and began explaining the situation when "Stacy" got on the line. She cut me off when I was trying to talk to her and said "Weren't you being rude with me first?" I asked her if she was the lady that was at the store earlier and she said yes. I asked her who I would need to speak with above her. She gave me a telephone number for customer service. I hung up on her and proceeded to call the number she gave me. She had given me the wrong number. So I called her back to get the correct number and she yelled it at me like I was stupid and couldn't write down a number. I called the number after I hung up with her but they were closed for the holidays until the following week.
So I wrote a letter to customer service in Tennessee. I explained in detail what happened, but I doubt anything will be said or done to Ms. Stacy to improve her customer service skills or attitude. I will not shop at Kirklands anymore. If they can't properly train their managers and staff then I don't want to be their customer.
0 comments