Koyal Wholesale

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• Koyal Wholesale

  Review from esther k.

  

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  • 2 friends
  • 15 reviews

  • esther k.

  Northridge, CA

  

  7/21/2011

  Wow~where do I begin.
  
  So I've dealt with Koyal both online & at their physical location. Online was fine; unfortunately, this review is for my dealings with them in-person.
  
  My fiance & I drove to their store on a Sat, & it was, more or less, the typical wholesale-open-to-the-public sort of establishment. They have a HUGE selection of different wedding supplies, but the layout of it is best described as "organized chaos". Not surprisingly, it is like a big warehouse/garage full of goods more than a regular store, so it got pretty stuffy & warm while we were digging through all the mess.
  
  We were disappointed to find many of the items they sold online were NOT available in their store.  Additionally, the workers who were helping us did NOT seem like they knew what they were doing, since they had to keep fumbling around to try & give us an answer whenever we asked a question. This fact became painstakingly more & more obvious the more we dealt with them.
  
  Although their actual store did not carry the guestbook/ring bearer pillow set, the apothecary jars, nor the vases we had seen online, they did have, in the very least, the bird cage along with some shepherds hooks we wanted. We decided to just have them purchase the vases for us from THEIR wholesaler & then we'd pick it up from Koyal. Why? Aside from saving on shipping, we were worried about buying their vases online due to a warning on their website stating we needed to account for "breakage" during shipping when deciding on how much of an item we wanted to order.
  
  However, since THEIR wholesaler was closed, the girl who was helping us took down our number & promised to call us MON when she was able to place the order. She then charged us for the bird cage & the shepherds hooks, but made a mistake & gave us a bill that was WAY below what we were supposed to pay. My fiance caught the mistake & notified her that she was only charging us for 1 of the shepherds hooks instead of the 8. The confusion over the bill made me unaware of the fact that she was also charging us $40 for the bird cage I had seen online for $25.
  
  Anyways, come MON, we did not receive a call, & by THURS I sent them an email, & then decided to just call & ask about the order. I also mentioned that we were overcharged for the bird cage, & the girl helping us then realized she had accidentally charged us for a different, more expensive bird cage.
  
  Oops.
  
  We decided to just get credit for the difference towards the vases we wanted, but since the girl needed to speak with a "Maria" who was apparently "out at the moment" about our order, she said she'd call us back when she did & process our order then.
  
  When I hadn't heard anything by the following MON, I called to find out what was going on with our order. When I got through, they informed me that there was a CC form I needed to fill out & fax to them for our purchase. They emailed the form & I faxed it back completed later that evening.
  
  I didn't hear anything from them the next day, but my fiance's CC statement showed that the order hadn't been processed. By WED, I called them AGAIN, & discovered that they "never received our fax", which, by the way, has NEVER happened with that fax machine before. I then asked the girl on the phone if I could expect an email confirmation once they DID receive the fax. The girl's response was she didn't know, but she didn't think so. I then asked if she could PLEASE leave a note to the girl handling our order to send us an email confirmation once she did receive the fax. The response was "I'll have her call you back".
  
  Seriously??? YOU CAN'T EVEN LEAVE A NOTE  ABOUT SENDING US AN EMAIL CONFIRMATION, WHICH IS SOMETHING YOU SHOULD BE DOING IN THE FIRST PLACE???
  
  Of course, I never got the call, but we sent the fax again that evening & heard nothing back from them the next day. I sent an email asking them to please confirm, but we never got a response to that email either. Finally, I was so fed up I decided to look online to try & find the vases elsewhere. Lo & behold, I stumbled across the website for Wholesale Glass Vases International, which sold the EXACT same vases for $20 less per case. I called Koyal (who then verified that they HAD received our fax we sent the night before) & told them to just forget the order & issue a refund for overcharging us on the birdcage.
  
  In all fairness, the workers weren't rude & I did get a call back that our refund WAS issued; however, for the most part, this place seemed uncommunicative, unknowledgeable, & unresponsive throughout this WHOLE ordeal. I was REALLY surprised considering the number of good reviews I've read.
  
  SUMMARY
  13 days, 5 phone calls, 4 emails, 2 billing errors, 2 faxes, & 1 HUGE headache~only to discover that the items I wanted from Koyal were $20 cheaper somewhere else? Now, that's what I call PRICELESS

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  Comment from Claire M. of Koyal Wholesale 8/10/2011    « Hide

  

  We sincerely apologize for the experience that you had with… More »

  We sincerely apologize for the experience that you had with us.  We are constantly improving product presentation and customer service, and your input is appreciated.  All the issues mentioned have been integrated into our revamped sales and customer service training program.  In fact, in an effort to provide a superior customer experience, we are currently undergoing an expansion of our Southern California showroom and facility.

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