I'd like to make those of you who care about what company you purchase your products from aware of Kiva Health Food's ignorant business practicesI ordered the 8.8 oz UMF 15+ Raw Manuka Honey a few months ago. I paid an extra $9.99 for expedited shipping, which is advertised as having a 2 day delivery time, being clearly stated throughout the ordering process, cart contents, and online FAQ. Also stated in that FAQ is "Orders placed Monday - Saturday before 12pm ET will ship out the same day. All other orders ship out the next business day." Since I placed my order on a Thursday evening East Coast time, which was shortly after lunchtime Hawaii time, I expected it to ship the next day (Friday). It did notLate Monday afternoon I finally received a shipping confirmation but no tracking number. When I followed up with customer service to obtain the tracking number and asked why my (paid extra for) expedited shipping was not met, the obligatory "I apologize for the slight delay in shipping your order and If there is anything else I can assist you with please do not hesitate to reply" email was sent by Kiva. No mention of what to do about my expedited shipping charge. To add insult to injury, the package was sent Priority Mail 3-Day (not 2-day that I had paid extra for). So now we're talking both the Friday and Saturday shipping windows were missed, and the wrong shipping option was chosen. Well, I finally received the package on Thursday, which is one full week after I ordered and 6 days after the anticipated correct shipping date per their FAQSince it took longer to receive the package, they not only failed to meet the expedited shipping window, but their standard shipping window of 3-5 days delivery time, which is another optional paid method. Per their shipping FAQ, "free shipping on all orders over $35" is what is advertised as the base option, with quicker paid options availableAs it stands at this point, it would most likely be best to just let it go and move on with my time, as companies make mistakes, have backlogs, etc. But it is important to note that throughout the process, I contacted customer service (to only refund my shipping charge, not the full product charge) via email 5+ times and was only replied to once with the tracking number. At least 10+ telephone call attempts failed as there was never anyone available to answer the phoneAnd then the email came to review my product. Funny how companies make sure you receive these emails, but when it comes to customer service, well, good luckSo I took the next step and filed a complaint with the Better Business Bureau. Well guess what? They had no luck either in contacting Kiva, so they gave upI realize that the level of effort involved in pursuing such a small amount of money is simply ridiculous, but feel that businesses like Kiva need to be called out from time to time when they do absolutely nothing to take care of their customersI hope you think twice about making a purchase from this company. If they fail this poorly on customer service, can the integrity of their products be trusted?
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