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Review 5/30/2011
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Very unhappy with service. I ordered 4 candelabras from Koyal wholesale on their website. 3 of the 4 of them arrived broken. I tried calling their 888-98-KOYAL number. Every single time I called I got a busy signal or a the "voicemail is full". I called probably over 1000 times. I've been attempting to call the company multiple times a week over the past few months. I have NEVER been able to get a hold of a live person. I tried sending an email but it doesn't have a "return/complaints" subject heading. Unable to get a hold of anybody I tried e-mailing under "other". It took a week before anybody got back to me. This is the e-mail:
"Dear Kathryn,
I'm very sorry to hear about the broken candelabras. Typically, we would
send out replacements and obtain credit as it appears they were broken in
transit. However, it appears that you ordered these back in January, which
is well outside of the timespan to obtain credit for breakage -- these
were shipped out almost 4 months ago.
Please let me know if I am missing something, or if there is some reason
why this was not reported within 72 hours of receiving your package back
in January. We always want to work with our customers to achieve their
satisfaction, but must honor our policies as well.
Best,
Maria"
The 72 hour policy is ridiculous. It would make sense if they actually answered the phone! It took them over a week to respond to my e-mail. Either way, they screwed me over because I couldn't get a hold of anybody within their 72 hour window. I have been trying to get a hold of them for months. We are getting down to the line with my wedding is in one month and they refuse to work with me. I gave them the opportunity to fix the problem a they still have not responded to my last e-mail. I will now have no other option than to go through the BBB. I will never order from this company again and I am extremely disappointed by this experience with them.
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Business's response - by Sheetal P.on 7/20/2011
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The Koyal family regrets the convenience that the customer has experienced, but we did take measures to rectify the situation. We sent the customer an email on 06/01/11 stating that we could provide the customer with a credit of 50% of the value of her purchase, which was a total credit of $67.96 that she could use for future purchases with us.
The customer proceeded to make another purchase with us on 06/17/11 using the credit that we offered, and we hope we have met and exceeded customer expectations in this case.
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