Complaints

• Initial Complaint

  09/21/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  We are having several issues with a recent transaction. A few facts. There is a no trespassing sign on the front lawn. When the representative showed up at the door I had been several beers in for the evening. While yes I agreed to a demonstration I was not really thinking coherently already. The demonstration lasted over 2.5 hours. By that point I had had several more beers. In addition since it is legal here I was smoking marijuana and the sales rep also partook in some marijuana of his own. Needless to say by the end of the demonstration I was stumbling over words, couldn’t speak in concise sentences etc. at no time was it disclosed about a 3 day return policy. The Kirby website says 30 days in fact. Yet the sale went on. The finance company even asked if I was “ok”. 15 days later I finally tried the vacuum and hated it. I immediately called Kirby (the only number I was provided) and was told I bought from a 3rd party. The very same people who were at my door as Kirby sales reps. I filed a complaint due to being severely intoxicated, not being told the full return policy adequately and having a cruddy vacuum. After weeks of researching with Kirby the sellers determined there was no clear sign of intoxication on the call. A fact I am certain is not true. And that the representative denied ANY alcohol being there at all (there were no less than 7 bottles of beer surrounding where I was sitting when they left). I feel that on top of misrepresenting who they were, adequately giving specific on the true return policy, the salesperson partaking of marijuana with me and me being quite intoxicated I was taken advantage of with no resolution.

  Business response

  10/12/2022

  Dear Customer,

  
  We find it illogical that a severely intoxicated person can go through the process of filling out a credit application, verify over the phone with the finance company, providing payment information and filling out the contract. Therefore I will not be honoring a late cancelation. The finance company verified with the customer through a phone call and found no evidence at the time of the sale that the was anything other than coherent. 

  
   The equipment is known for its quality and performance once used properly.  In the interest of good business, we always offer free service and instruction of the proper use and benefits of our equipment.

  If you need any assistance do not hesitate to call us.

  
  
  Sincerely,

  Brandon W******

  Office Manager

  Customer response

  10/12/2022

  Complaint: ********
  
  I am rejecting this response because:

   

  they say illogical however as stated those are the facts.
  

  In fact the finance company asked if I was ok during the call.  At some point I actually had to hand over my phone to my partner who had showed up to finish the call because I wasn’t able to focus anymore.
  

  To even find and determine my bank information it took about 20 minutes to stumble through my details.

   

  The finance company has not yet provided me the call to review not to mention has acknowledged that there was a change in voice midway through the call.
  

  It is not unreasonable or illogical for someone inebriated to go through these processes what is unreasonable and illogical is to have someone flat out lie there was alchohol involved just trying to keep their sale  

  what is unreasonable and illogical is to present yourself as a company when you are actually a 3rd party vendor  

  what is unreasonable and illogical is falling back on an antiquated return policy for a product that has a 30 day return policy on its own  

  On top of all of these bradfurte continues to dismiss the fact that their rep did in fact smoke with me impairing his own judgements. 
  
  Regards,
  
  ****** ******

  
  

  [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]

• Initial Complaint

  03/24/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I am very dissatisfied with my kirby vacuum. 10 days was not enough time to try out the vacuum and cancel my contract. The amount of money I’m being charged for this item is asinine considering how many problems I’ve had with it and how much of a hassle it is to use. The “gentlemen” selling me the item were very good at convincing me. Matter fact one even said he wasn’t going to leave my house until I signed the contract and that he was not walking out with this kirby. I was being kind when they told me they wanted to give a quick demonstration “it was the last one of the day so they could go home” how naive I was, not to mention my husband was working at the time and not home. They took complete advantage of me and my situation and kindness at the time. I was in need of a vacuum as mine had broke and was waiting to get a new one, they walked out with my new carpet cleaner and broken vacuum as a “trade in”. They assumed I was capable of paying almost $2000 for a vacuum because they could make my payments $50. I want to return this stupid vacuum. Door to door salesman need to go. I can’t believe how easily deceived I was.

  Business response

  04/29/2022

  ******* ******,

  
  We would’ve happily helped if you would’ve contacted us about the issues you were having. It has been seven months since your purchase and there was no indication that you were having trouble with your Kirby. As for the period of cancellation, but you are outside of your cancellation period per the contract that was signed with the credit company. 
  Please feel free to give us a call for a re demonstration, the phone number to our office is on a silver sticker that’s on your Kirby, and it’s ###-###-####.

*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. ↩