Complaints

• Initial Complaint

  14/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I was delivered the wrong item. The phone number given directs you to send an email. All email addresses I have tried cannot be delivered due to an error in the address. Im really frustrated by not being able to get in touch. On their webpage I tried the contact icon. I was directed to a form to fill in. However when you try to send it it comes back as an error. I am really surprised. It almost seems as a shady company

  Business response

  24/01/2025

  Hello,

  We are in conversation with this customer via email and have sent her a replacement for the wrong color teapot she has received.

  Kind regards

  Roman

  Customer response

  25/01/2025

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  06/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Placed an order December 8 in the amount of $184.09. My credit card was charged December 10, at which time the status of my order was changed to shipped and a tracking number was attached. The carrier states that the package never arrived at the drop off depot. The package never arrived for Christmas, as intended. I made contact with kitchen niche at the email address provided in their shop on ******* on December 24, December 28 and January 2. They have not returned any correspondence and have failed to send my order. They took my money, did not send my purchase, and will not respond.

  Business response

  07/01/2025

  Hello,

  We were closed between Christmas and New Years and just reopened our office last Thursday. We have since been in contact with our customer. To my understanding, we have resolved the issue.

  Kind regards,

  Roman

• Initial Complaint

  02/01/2025

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  I placed an order with kitchen niche for a ************************* Set. I paid $129.18. I received the salt mill, but NO pepper mill? I ordered this for a Christmas gift! I have sent numerous emails with NO response. My order # is ********. Please HELP!Thank you!******** ******

  Business response

  07/01/2025

  We have been in email contact with the buyer and are awaiting their response. 

  We seem to have shipped only the salt mill and missed the pepper mill. We offered to send the pepper mill to her now.

  Kind regards,

  Roman

  Customer response

  15/01/2025

  I received an email from Kitchen Niche saying they would ship the peppermill. I still have not received it so we shall see? Thank you

  ******** ******

• Initial Complaint

  05/04/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered 25 knife covers but was only sent 11. They originally said they had them all in stock or I would have only ordered what they had. I have reached out several times, only to be told they are on **. Every time I reached out the ** date was pushed back. They now will not even respond to my emails when I try to check when these will arrive. I placed this order in October of last year. Each knife cover was $7.87 so I would like a refund of $110.18. They charged my CC back in October but as stated, I have yet to receive what I paid for. Since then my CC was hacked and I had to get a new one so I am not sure how to proceed with getting a refund.

  Business response

  17/04/2024

  Hello,

  According to our records, the remainder of this order was shipped to the customer in early March. Please confirm whether or not this has been received or not. If it has not been received, we'd be happy to issue a reimbursement for all of the missing units.

  Thank you,

  Roman

   

  Customer response

  17/04/2024

   
  Complaint: 21534994
  
  I am rejecting this response because: We did not receive the balance of this order. It was never shipped to us. They will need to provide tracking as well as proof of delivery. There is no place on their website in my account that shows anything shipped in March. We received a partial shipment of 11 out of the 25 I ordered on October 30th. 

  
  
  Sincerely,
  
  *******************

  Business response

  22/04/2024

  Hi *****,

   

  Thank you for confirming you never received the remainder of your order. A refund for that will be issued to you immediately.

  Kind regards,

   

  Roman

  Customer response

  24/04/2024

   
  Complaint: 21534994
  
  I am rejecting this response because: I received an email saying they would send a refund to my PayPal account and that I needed to sign in. We as a business do not have a PayPal account and my CC that this was purchased under was hacked so it is no longer in use, and they will not be able to refund the money there. I did respond stating that they would need to reach out to our Controller on how to send the refund but as of yet we have not heard back. They will need to reach out to ****************** for information on where to send the refund. Once that is done and we receive the refund I will be more than happy to close this out and **** as resolved. Please have them reach out to our Controller ASAP so that we can get this resolved.
  
  Sincerely,
  
  *******************

  Business response

  01/05/2024

  Hello,

  We use Paypal as our payment processor so this is the only way we can send refunds. Since we are located in ****** and the customer is in the **, we can't send a cheque. The requested refund has been sent to the customer and they can simply open a Paypal account (no charge) and transfer it to their bank without any cost to them.

  Thank you,

  Roman 

  Customer response

  01/05/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *******************

• Initial Complaint

  20/02/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Last fall, 2023, OXO issued a new design for a garlic press. I wanted the old design. Kitchenniche.ca had both items on their website. I ordered 2 of the older design and paid shipping. When the package arrived, it contained 2 of the new design, which was not what I ordered.I emailed the company to say that I planned to return the entire package, and that the refund should include my original shipping plus the shipping costs for the return since they had sent me the wrong item. (See letter I enclosed in the package after receiving instructions on how to return the items.) The older design was no longer showing on their website. I never received an email showing the correct item or any item, for that matter.KitchenNiche.ca has a policy of not refunding shipping, but I felt justified in my request because they had sent me the wrong items. Had they notified me that they were out of the items I had ordered, I would have cancelled the order.So I went ahead and shipped the items back, paying additional money for return shipping to ******. I have the post office receipt and **** Customs Declaration and Dispatch Note.After a while, I emailed them again to say that I expected a full refund for the items and for both shipping fees. The person who responded said I could have just reused the original label and marked the package as not accepted, but by this time I had already paid $23.40 USD for the return shipping.KitchenNiche.ca finally refunded the cost of the items, claiming that the package I had returned to them had not yet arrived. i repeated my request for full shipping both directions, but they didn't respond at all to my last email. I'm very dissatisfied with this company. Their responsiveness and communication is poor and inconsistent.The shipping amounts: $23.40 USD - *** to ****** 9.99 USD - original shipping cost $33.39 total for shipping both ways that I feel I am due.

  Business response

  20/02/2024

  Hello,

  After we informed you that we were going to refund you for the 2 garlic presses (even though we have still not received them), we have not received any emails from you. I just searched our email server and have not seen any emails from you since.

  Even though we are still waiting for the items you said you returned in January, we went ahead and have now refunded you the shipping portion of that order as well. You should see that at your end in the next 1-2 business days.

  Kind regards,

  Roman

  Customer response

  22/02/2024

   
  Complaint: 21320971
  
  I am rejecting this response because:

  1- According to ******* ************** Tracking for tracking number LH216716933US, the package was delivered on January 19, 2024.  See PDF file of full tracking information.
  

  2- KitchenNiche.ca never responded directly to my request for refunding the original shipping amount of $9.99; nor did they respond to my last email of Jan 31, 2024 in which I thanked them for the refund they gave me for the items.  I did not receive any further emails from them.  In my email, I again requested they refund the shipping, but they ignored my request.
  

  3- KitchenNiche.ca never admitted that they sent the wrong item.  They also ignored my statement that I would have cancelled the order had they indicated that the item I had purchased was no longer available .
  

  I feel I am due a refund for the original shipping amount, $9.99 USD, as well as the amount of the return shipping, $23.40 USD.  See PDF file with copy of **** purchase receipt for the shipment.  Therefore, I request refund of $33.39 USD.  Thank you.
  
  Sincerely,
  *************************

  Customer response

  27/02/2024

  I am submitting 2 additional files with the response I just entered on your website, but dont see a way to do that, so Ive attached them here.
  
  The tracking file shows that, according to ***** the return package was delivered,contrary to what KitchenNiche.ca claims.
  The **** Mailing Receipt shows the amount I paid to return the package to KitchenNiche.
  
  Thank you.
  
  Kind Regards,
  *************************
  ************

  Business response

  27/02/2024

  Hello,

  We already refunded the shipping portion of $9.99 back on February 20th. We now issued a payment to the customer in the amount of $23.40 to cover the additional shipping charge they paid to return the order.

  Kind regards,

  Roman

  Customer response

  28/02/2024

  As of this morning, Feb 28, 2024, I have received notification from Paypal of payment from KitchenNiche.ca of $23.40 USD which covers the return shipping of the garlic presses I returned to them. 

  As a result, I consider this complaint resolved. 

  I have send an email to KitchenNiche.ca thanking them and have sent a copy of that email to 'Better Business Bureau' <****************************************************>.

  Thank you for your assistance in resolving this matter. 

   

• Initial Complaint

  27/11/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Paid online for new 3 in one ******* fondue pot on 16 November 23. Received a used, dirty and damaged model in post. Was never asked if used was ok and website advertising was all for new stock. Have contacted owner and customer service with no reply. I believe this is a scam and deliberate deception. This item is of no use to me - especially as intended as a gift. They have wasted my time and money and deceived me.Please note they had no trouble contacting me for extra shipping money but never mentioned they would be shipping me a used, damaged item. Or asking if I would want a used malodorous fondue pot at the full price they were charging per the online competition (ie the same as all the other new identical items at retailers in North America).I would not trust them to send a replacement. I would never have bought this item they have sent in the state it is in. Happy to send it back if they want it - at their cost. I think a full refund including shipping is the only reasonable resolution.

  Business response

  28/11/2023

  Hello,

  We responded to the customer via email (me personally) within 1 business of email receipt (it was sent to us over the weekend). I apologize for our mistake. We must have put an item that was supposed to be sent back to the manufacturer into our warehouse by mistake. We already send a replacement to this customer and have emailed them the tracking number.

  Kind regards,

  Roman

• Initial Complaint

  23/11/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Ordered 3 knife sharpeners. 1 was delivered. Order status shows completed and that all were delivered. A handwritten note that is barely legible was stuffed into box and on the back of the card it says the others will be delivered in 2-3 weeks. I have emailed and phoned with no replies,1. Order status on line shows complete 2. My card has been charged for all 3.Should I file credit card dispute? This is unethical on several points. I am getting scammed as my belief is I will never see the other two sharpened because order status shows they are fully delivered.

  Business response

  23/11/2023

  Hi

  I personally responded to ****** email. My response was within the 24 hours we typically respond to emails. Wed be more than happy to cancel the remaining 2 sharpeners or have them shipped when new stock arrives in 2-3 weeks. 
  

  Kind regards 

  Roman

• Initial Complaint

  17/10/2022

  Complaint Type:

  Customer Service Issues

  Status:

  Answered

  More info

  Posting only to make others aware of this business, hopefully they do a search prior to purchasing, I unfortunately did not. Purchase was made on Sept. 8, 2022. Later that day I called to make a change to the order - no answer and the outgoing message said to leave an email, so I left a voicemail then hung up and emailed. September 12th I emailed again, no response. A few days later (not 100% on the exact date), I called again - no message left. It is now Oct. 15, 2022. I have no product. I have had no response from KitchenNiche. I have filed a chargeback with my credit card company. I no longer want the products. Buyer beware - they are either completely fraudulent or very incompetent.

  Business response

  27/10/2022

  Hello,

  There was a note on the items page of the Marga Mill that was ordered, indicating that it would not be in stock until November. The order was placed anyway. The customer has contacted us one time only to which we replied within 24 hours. The customer then asked to cancel the order, which we did immediately. The cancellation date was October 16th. If there were any charges made, they were fully refunded.

  Kind regards,

  *****

  Customer response

  31/10/2022

   Complaint: ********

  
  I am rejecting this response because:
  
  Everything contained in this response is a lie, other than the refund. 
  1. There was nothing on the website saying the mill was not in stock.  I in fact got an email after ordering saying the order was being processed and packed.
  2. The business was sent several emails and did not respond to any of them until after I indicated I was doing a charge back with my credit card and had filed a BBB complaint.  The response email was in the same email chain as my emails to them, yet they claim they never got any of those!

  Anyhow, I got my money back, but these people are not only bad at business, they are also liars. 
  
  Sincerely,
  
  ***********************

  Business response

  01/11/2022

  Hello ******,

  I'm sorry that you feel like we have been not been 100% transparent with you. That was certainly not our intention. We will continue to do our best to improve communication to avoid situations like these in the future.

  Let me know if there are any other questions or concerns.

  Kind regards,

  *****

• Initial Complaint

  18/07/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Iordered 8 custard cups from the Kitchen Niche on October 9, 2021 for total of $35.49. I received only 3 of them with a hand-written note from ****** saying that she had only 3 and would send the remaining 5 in 2-3 weeks. I contacted her by email near the end of December 2021, and she replied with apology that they were delayed until January or February. Knowing of supply issues due to COVID, I agreed, but I have never received the remaining 5 custard cups, so have contacted her several times by email to request a refund, but she has not responded. I have tried phoning the toll-free number, but get a recorded message saying to submit requests from their website. I have tried that as well. I have sent an email to the owner (listed on the website). When I searched for their physical location to file a complaint with the BBB, I found many bad reviews from people with similar problems. (Have a look at the ****** reviews!) They should not be allowed to continue such ********** sales practices.

  Business response

  28/07/2022

  Hello,

  I had a email conversation about this issue with the customer and she seemed satisfied with the resolution we came up with (refund for the items that got lost in transit as well as part of the shipping fee).

  Kind regards,

  *****

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩