SmallBizGenius Analysis
Kirklands receives mixed reviews, with many customers reporting issues with online orders, shipping, and customer service. While some appreciate the in-store experience and product selection, online shoppers frequently encounter problems leading to frustration.
Category Breakdown
Scores based on analysis of 96 recent reviews
Shipping and Delivery
2.0/10Many reviewers report significant issues with shipping times, damaged items, and orders not being delivered. Customers frequently mention delays and a lack of communication regarding their orders, with one stating, "Kirklandās delivery speed is so poor!"
30 reviews mention thisCustomer Service
3.0/10A significant number of reviewers express dissatisfaction with Kirkland's customer service, citing rudeness, unhelpfulness, and a lack of resolution to their issues. Many report difficulty reaching supervisors and receiving timely responses, as one customer noted, "Absolutely the worst customer service I have experienced."
28 reviews mention thisOrder Issues/Cancellations
2.5/10Several customers report their online orders being canceled, often without clear explanation or resolution. This includes "door buster" items and orders placed for in-store pickup, leading to frustration and a reluctance to order again, as one review states, "ORDER CANCELLED If I could give 0 stars I would."
15 reviews mention thisProduct Quality
4.0/10Some reviewers express concerns about the quality of Kirkland's products, particularly regarding furniture and decorative items. Issues include broken glass, chipped legs, and items falling apart shortly after purchase, leading to disappointment and returns, with one customer stating, "Worse product ever do not buy it."
10 reviews mention thisIn-Store Experience
7.0/10A few reviewers share positive experiences shopping at physical Kirkland's stores, highlighting helpful staff and a pleasant shopping environment. These experiences contrast sharply with the negative feedback regarding online orders and customer service, as one reviewer noted, "Kay and Deborah at the store in Bellvue Nashville, Tn Hwy 70 were super helpful and very professional."
8 reviews mention thisScam/Phishing Concerns
1.0/10Several reviewers report receiving suspicious emails and calendar invites from Kirkland's, leading them to believe the company's email system may be compromised or that they are being targeted by phishing scams. These reviewers express concern about the security of their personal information and advise others to avoid clicking on links in these emails, with one stating, "Scam site, block it."
8 reviews mention thisWebsite Issues
3.5/10A few reviewers mention problems with Kirkland's website, including difficulties leaving reviews and general usability issues. This contributes to a sense of frustration and a perception of poor customer service, as one reviewer noted, "Kirkland's needs to fix their website when you try to review are purchase you get an error."
3 reviews mention thisPros & Cons
What Customers Love
"Kay and Deborah at the store in Bellvue Nashville, TN 37221 on HWY 70 were super helpful and very professional.They made me want to go shopping there again."
"I love Kirklands. It is one of my favorite stores."
"I love ordering from this store. Everything comes rather quickly and always packaged so neat!"
"I purchased an art piece on clearance at the Peachtree City location."
"Very positive experience with online order: We have recently ordered several pieces of wall art for our new home. All arrived in good condition and were just as described on the webpage. Thank you for helping to make our home beautifulš"
Common Complaints
"ORDER CANCELLED If I could give 0 stars I would. I ordered a "door buster" online to be shipped to store. Next morning the order cancelled by Kirklands because they dont have in stock in the store...."
"Absolutely the worst customer service I have experienced."
"Kirklandās delivery speed is so poor!"
"I ordered several items online and received them on 11/15/2024. On item, a lantern had 2 broken glass panels..."
"I placed an online order and never received it. I called Kirklands to ask for replacement or refund, and they said they do not replace or refund lost or stolen packages..."
Common Questions About Kirklands
Answers derived from customer review patterns
Is Kirklands legit and trustworthy?
Kirklands, as a retailer, is a legitimate business. However, based on the reviews, trustworthiness is a major concern, especially regarding online orders. Many customers report issues with order fulfillment, shipping, and customer service, leading to feelings of mistrust. While some customers have positive in-store experiences, the online issues raise significant questions about the reliability of ordering from Kirklands' website. Potential customers should proceed with caution, especially when placing online orders.
Based on 45 reviewsDoes Kirklands have good customer service?
The overwhelming consensus from the reviews is that Kirkland's customer service is poor. Many customers describe representatives as rude, unhelpful, and unresponsive. Common complaints include difficulty reaching supervisors, long wait times for responses, and a general lack of resolution to issues. While a few reviewers mention positive experiences with in-store staff, the online customer service receives consistently negative feedback, suggesting a significant area for improvement.
Based on 28 reviewsIs Kirklands worth it for small business?
For small businesses, Kirkland's presents a risky proposition. The frequent issues with online orders, shipping delays, and poor customer service make it an unreliable source for time-sensitive or critical supplies. While the in-store experience may be better, relying on physical locations limits accessibility and scalability. Given the potential for logistical headaches and customer service frustrations, small businesses may find more dependable suppliers elsewhere.
Based on 10 reviewsWhat is Kirklands' return policy like?
The reviews do not provide comprehensive details about Kirkland's official return policy, but they do highlight issues customers face when attempting to return or exchange items, particularly those purchased online. Some reviewers mention difficulties returning items to local stores and a lack of clear communication regarding the return process. Others report being denied returns or exchanges for clearance items, leading to frustration and dissatisfaction. It's recommended to carefully review Kirkland's official return policy before making a purchase.
Based on 5 reviewsWhy are customers receiving scam emails from Kirklands?
A number of reviewers report receiving suspicious emails and calendar invites from Kirklands, suggesting a potential security breach or phishing scam. These emails often request confirmation of delivery addresses or contain links to fake antivirus software. Customers are advised not to click on any links in these emails and to report them as phishing attempts. It's unclear whether Kirkland's is aware of the issue or taking steps to address it, but the reports raise concerns about the security of customer data.
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