I’m extremely disappointed with my recent experience with Kensington. I placed an order and received the confirmation email within a minute. I immediately noticed that the receipt showed the recipient as the purchaser instead of me, which was a problem because I needed the correct billing name in order to expense this purchase for my company.I contacted Kensington through their website chat within five minutes of ordering to ask if they could correct the billing name. I was told they could not change the receipt under any circumstances. I then asked if they could simply cancel the order so I could reorder it correctly. At first I was told no. After continuing to explain the situation, they finally agreed to submit a cancellation request and told me I would receive an email confirmation by the end of the day.That email never came.I contacted them again that evening and was told not to worry because I would hear back soon. The next day, still no update. I reached out again and was told to expect the email by the end of that day. Once again, nothing.At this point, I called customer service instead of using the chat, hoping someone could actually help. The representative I spoke with was kind and said he would connect me with a supervisor. The supervisor assured me he would personally follow up the next day to confirm the cancellation.He never called.I checked my credit card and saw no charge, so I hoped, despite the poor communication, that the cancellation had been processed. Instead, the product was delivered today and the charge hit my card. Now I have to go through the return process just to fix something that should have been addressed when I reached out five minutes after placing the order.This has been one of the worst customer service experiences I have ever had. There was no follow-through, no accountability and no real solution to a simple request. I will not be purchasing from Kensington again.
Claim your business profile now and gain access to all features and respond to customer reviews.
