Kolo - Worst Customer Service Experience of My Life!

Costumer Service Communication
Review by lauren.k.pelechek on 2012-12-26
Rating: StarEmpty StarEmpty StarEmpty StarEmpty Star
HARTFORD, CONNECTICUT -- Here's the breakdown of my experience with Kolo.

Spring 2012 - I buy their albums at an art supply store for my wedding album and guestbook. I am thrilled by the style and quality of the product.

Fall 2012 - I visit the KOLO website and discover that they can load albums with photos for no extra charge. GREAT! Mini wedding albums for my parents and in-laws for Christmas!!

December 1, 2012 - I place my order for three Noci albums pre-loaded with photos that I uploaded. The website is very user friendly, and I am so excited about these gifts. I get my order confirmation stating it will be processed in 2-3 days and will ship via ground after that. I should receive my order about December 10.

December 7, 2012 - I receive a robo-email with promotions from KOLO that also includes a shipping schedule. This schedule states that all orders West of the Mississippi (where I am located) must be ordered by December 7 to arrive in time for Christmas. Whew! Good thing I ordered last week, right?

December 15, 2012 - Still no word about my order. I am slightly concerned, but chalk the lack of receiving an order update up to the fact the company is probably swamped with orders.

December 20, 2012 - I check the status of my order online and it is still "processing" 19 days after it was placed and I was told it would process in 2-3 days. I forward my order confirmation to the customer service email address inquring about the status of my order, and stating that according to their schedule, I placed my order in ample time to receive by Christmas

December 21, 2012 - No response to my email. I call the customer service number before work. They don't open until 9 am. I leave a voicemail, and don't get a call back.
Later that afternoon - Still no contact from Kolo. I submit a query through their website customer service platform explaining the WHOLE situation up until now. I don't get a response. My husband sits on the customer service line for 30 minutes without getting through.

Christmas - We tell our families their presents have not arrived, despite the fact it was the first order we placed this holiday season.

December 26, 2012 - I finally get a call back from customer service. I promptly return the call, then proceed to sit on hold for over an hour. Awesome. Frustrated, I give up and submit another query through the website that I had been on hold and gave up. Within 20 minutes I got a call back from Danielle (who was very nice and as helpful as she could have been). She explained that my product was back ordered, but couldn't advise why I hadn't been notified until 25 days after I placed my order. I had to select another color for my albums and she will let me know when they ship. I asked for a refund, which she is working on approving with her boss. We'll see.

I am so incredibly disappointed. I love the quality and aesthetic of this product, and feel it is superior to a lot of the other brands out there. However, unless they really dazzle me from this moment on, I will be very hard-pressed to support them again, whether it is purchasing directly from them or through another retailer.
Comments:1 Replies - Latest reply on 2012-12-27
Posted by At Your Service on 2012-12-27:
Really well written review Lauren.

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