Monroe & Kent HomeReviews of monroeandkent.com

Response from Monroe & Kent HomeJul 20, 2018

Hi Mary, Thank you for taking the time to write a review. We're disappointed to see that you have not had a positive experience with our company, I believe this relates to when Monroe & Kent was formerly a fashion store and is not a home furnishings purchase? We have been unable to locate any emails from you, perhaps the order was placed under another name or email address? We'd be happy to assist you if you could please email [email protected] and provide further details of the order that you placed. Many thanks!

Response from Monroe & Kent HomeApr 25, 2018

Hi Sarah, A member of our concierge team reached out to you a couple of weeks ago and we have not received a reply. Could you please check your junk or spam email folder to see if our reply went there? If you have not received it, please do contact let us know - [email protected]

Response from Monroe & Kent HomeJan 18, 2018

Hi Julie, Thanks for posting a review. We are in receipt of your emails to customer service and our last message to you was on January 13th, did you not receive this? In this response to you, we explained that we are aware some packages to the U.K. have taken longer than expected because U.K. customs are not clearing them as promptly as they should. We provided information for you to contact Royal Mail for assistance on this and we also offered to do this on your behalf to get an expected delivery date on the package. We also offered you the option of a full refund as the package delivery is outside of the quoted deliver time frame. If you could please email our team - [email protected] where they will be happy to assist further :)

Response from Monroe & Kent HomeJan 10, 2018

Hi Jenny, Thank you for your review. We're sorry to hear that you have not received your package and that you have had difficulties reaching a team member on the phone. We are aware that for some customers there have been customs delays if your order was for a factory direct product. Please can you email customer service so that we may address this for you - [email protected]

Response from Monroe & Kent HomeJan 3, 2018

Hi Tiffany, Thank you for your review. We have researched your order and we see that you placed your order on November 16th and your order shipped on 21st November. On December 6th you contacted customer service to say that you had not received your order and we traced the order and saw that the tracking information had not updated. We responded and informed you that we would reship your order as a courtesy and file a claim with USPS for the missing packages. On December 9th we sent you tracking information for the replacement order. As of December 12th your order showed that it had arrived in Miami for customs clearance. In the interim, you contacted us requesting a refund and subsequently opened a PayPal dispute which means that we are now out two lots of product and the money! We at no point have said that your second order is missing, in fact, we encourage you to check your tracking information because it clearly shows the replacement order has been updating. We are sorry that you are not happy. We make it very clear on our website that if you order products that ship factory direct, they can take up to 20 business days to deliver. This was also restated in your order confirmation email. We outlined above that we are aware of your original order date and as mentioned, we reshipped your order. The 20 business days for delivery still stands as this is a replacement shipment. If you order products that are not shipped factory direct, you will receive them within 7 days from ordering. Our customer service team has been very responsive to you, both via Live Chat, Facebook and email. We're sad that you chose to state that we have not been. We're happy to answer any further questions that you may have, so please feel free to contact customer service via email - [email protected]

Response from Monroe & Kent HomeJan 2, 2018

Hi Chris, We appreciate you taking time to write a review. We have reviewed the order and see that one of our colleagues has worked with you today to arrange for a replacement package to be shipped. Please let us know if you have any further questions - [email protected]

Response from Monroe & Kent HomeDec 28, 2017

Hi Catherine, We're sorry to hear that you are unhappy with the service that you have received from our company. Our customer service is available 10 am to 6 pm Eastern Standard Time. We see from your order that you are based in the United Kingdom, therefore we may have not been open when you tried contacting us by telephone or live chat. Similarly, if our telephone lines or live chat service is engaged assisting other callers, you will be directed to voicemail or the live chat option will not be available to select. We do provide email support and we see that you have emailed in concerning your refund. Our offices have been closed from Christmas Eve until today to celebrate the holidays, so we apologize that you have not had a response as fast as you would have hoped. We see that you spoke with one of our team members and we can confirm that a refund request was submitted. Typically they are processed by finance within 3-5 business days, however they can take up to 30 days as mentioned on our website under Returns, Exchanges and Refunds which can be found here: https://www.monroeandkent.com/pages/returns-refunds-exchanges. A member of the team will be following up with you to discuss your concerns within one business day. Thank you for taking the time to provide your feedback.