Monroe & Kent HomeReviews of monroeandkent.com

Response from Monroe & Kent HomeDec 16, 2017

Hi Rochelle, We appreciate you taking time to provide feedback on your experience with Monroe & Kent. It is feedback like yours that helps us improve our service and pushes our team to ensure we provide the best possible service. Please let us know if you have any further feedback, we're here to help - [email protected]

Response from Monroe & Kent HomeDec 10, 2017

Hi Melanie, Thanks so much for the review. One of our colleagues will be contacting you tomorrow to find out what’s happening with your order and to make sure this is taken care of for you! Feel free to email us with any further feedback :) [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 8, 2017

Hi Racquel, We're really happy we were able to help here. Please do not hesitate to contact us if you need further assistance in the future :)

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]