Response from the business owner
Dear David,
We sincerely apologize for the frustration you experienced due to the shipping issues with your order. However, this was caused by providing us with incorrect address details.
The housenumber was provided in the "Street" (Straßenname) input field, and the street was provided in the "housenumber" (Wohnung, Zimmer usw.) field. This led to the transporter being unable to resolve the address, and the package was returned to us.
We want to clarify that we take great care in ensuring our website is user-friendly and accessible in multiple languages, including German, to prevent such issues. Unfortunately, the accuracy of the provided shipping details is a responsibility that lies with our customers, and it is ultimately crucial that the information given is correct to ensure successful delivery and avoid disappointment.
We share your upset regarding the failed delivery attempt, which not only inconveniences you but also imposes additional costs on our end, approximately €10 per shipment to you and another €6 for the return shipment back to us. We are genuinely disheartened by the waste of resources and the environmental impact this entails.
Despite this incident, we hope to continue serving you and would like to improve your future experiences with us. Should you have any further inquiries or require assistance, please do not hesitate to contact us at 085 301 2306 or via email through our Helpdesk.
We also take this opportunity to share the positive feedback from our many satisfied customers, reflected in our high overall rating for Kenners of 9.4, based on 4,165 reviews, with 98% of customers recommending us. You can see the full reviews for Kenners here: https://www.kiyoh.com/location-group/kenners?from=widget&lang=nl
Warm regards,
The Kenners Team
