Monroe & Kent HomeReviews of monroeandkent.com

Response from Monroe & Kent HomeDec 21, 2017

Hi Renata, Thanks for your review. We're sorry that you were unable to get through on the phone. It is the holiday season and our phone lines are much busier than usual so rather than keep you on hold, if a team member is not available, your call will go to voicemail where you can leave us a message and we will reply within one business day. We see that we have been super attentive to all of your inquiries so we're a little confused why you would think that we're avoiding you. A member of our team will be in contact with you within one business day to follow-up your refund request. Refunds are typically processed within 30-days as per the information on our website, however I see that our colleague Beth was able to fast track the refund process. Please feel free to reach out with any further questions to [email protected]

Response from Monroe & Kent HomeDec 21, 2017

Hi Hailey, We're sorry to hear that you have not received this order. A member of our customer service team will be reaching out to you shortly to follow-up on what has happened here. If we can be of help before they are in touch, we can be reached at [email protected]

Response from Monroe & Kent HomeDec 16, 2017

Hi Karen, Thanks for taking the time to write a review, we're sorry to hear that you have not received your shipping confirmation. We do wish you had reached out to us prior to writing this review to give us the opportunity to look into this for you. As your order number is associated to this review, we have asked a member of our customer service team to reach out to you. If we can be of further help, please feel free to email [email protected]

Response from Monroe & Kent HomeDec 16, 2017

Hi April, We're sorry that you have not received your order. We would have welcomed the opportunity to clarify your order status had you reached out to us prior to writing this review. Your order number is associated to this review and we have forwarded it to our customer service team to research your order and contact you. If you have any immediate questions, please reach out to us at [email protected] :)

Response from Monroe & Kent HomeDec 8, 2017

***IN RESPONSE TO THE REVIEW UPDATE*** Isabelle, Thank you for your updated review. We work very hard to provide an excellent customer service experience, we do however acknowledge that on occasion there are missteps, after all, we are only human. We have been responsive to your concerns and we have responded via PayPal to attempt to resolve this matter without result. On our website and in your order confirmation email we explicitly state that orders can take up to 5 business days to process and 20 business days to deliver. Business days do not include weekends or public holidays. As of writing this response, your order is still within the quoted time frame. If you have further questions, please do contact our team - [email protected] ***ORIGINAL REPLY*** Hi Isabelle, Thank you for taking time to provide feedback on your recent order with Monroe & Kent. We have reviewed the notes associated with your order and see that your inquiry related to tracking information. Tracking was provided to you, however in the interim you reached out to PayPal to dispute the transaction. When a transaction is disputed with PayPal, the funds are immediately taken back until the product is delivered or a resolution is reached between the buyer and the seller - effectively your order is unpaid and we are out the merchandise at this point. We ship many thousands of packages a month and are frequently subjected to unsavory individuals who receive their order and open a dispute through PayPal claiming that they did not, or individuals who place an order without paying attention to our processing and delivery lead times and open a dispute with PayPal. This places significant administrative burden on our small team and therefore it is now company policy that any PayPal disputes that remain open after we have provided information to show a package has been shipped or delivered is placed with a third party collections agency. After reviewing your order we see that it arrived at London Heathrow Airport to start customs clearance on December 4th. As of today your PayPal dispute remains open and therefore we are sadly left with no other option than to pass it to an outside agency if the dispute is not closed. We do understand your concern about your order and we accept that customer service over the busy period of Black Friday/Cyber Monday week was not as responsive as it typically is, however we communicated with you via PayPal and your package clearly shows it is in transit. If our team can be of further help, please do contact us at [email protected]

Response from Monroe & Kent HomeDec 2, 2017

Hi Savannah, Thanks for your review. We have researched your order and see it was placed on November 16th, not November 8th. Your order was processed within the 1-5 business days quoted in the order confirmation email that we sent to you. On our website and in our order confirmation emails we clearly advertise that customer orders typically take 7-14 business days to deliver but can take 12-20 business days if any items are being shipped factory direct. Business days do not include weekends or public holidays. We stress this because customers sometimes order without realizing that the reason we offer such competitive prices is because much of our merchandise ships factory direct. We see that you contacted customer service on November 30th. Typically our small customer service team replies within a few business hours, however with the Black Friday through Cyber Monday weekend, it is taking us approximately two business days to respond to customers. We followed up with our customer service team and a colleague will be in contact with you today. Monroe & Kent is not in the business of disappointing customers, so if we can be of further help, please do reach out to our customer service team with any additional comments and they will respond at the earliest opportunity. They can be reached at [email protected]

Response from Monroe & Kent HomeDec 1, 2017

Hi Patricia, Thanks for taking the time to provide feedback on your experience with Monroe & Kent. We're sorry that you are unhappy with the service that you have received. We are a small company that works incredibly hard to provide excellent service, however on occasion, this does fall short. The weekend between Black Friday and Cyber Monday is typically a very busy weekend and this caused the delay in our team following up with you due to the large increase in customer inquiries. We make very clear our order processing and delivery time frame on our website and in our order confirmation emails. Your order was processed and shipped as advertised. We certainly don't like to disappoint customers. I see that our colleague Rich has responded to you and that we issued you with a full refund and provided you with a pre-paid FedEx label to return your order on receipt. Please let us know if we can be of further help :) [email protected]

Response from Monroe & Kent HomeNov 28, 2017

Hi Annu, Thanks so much for taking the time to provide a review. We're sorry that you are unhappy with your experience with Monroe & Kent. We are a fast fashion retailer that sells a high volume of merchandise each month. On occasion we will reject inventory if we have quality concerns and this can lead to out of stock issues or circumstances where we have to cancel an order, as was the case with you. Our team works hard to minimize these situations and we see that my colleague Beth has reached out to you to resolve this matter. Please feel free to contact us if we can be of further assistance :) - [email protected]