MacKenzie-Childs SoHo — Local services in New York

First, I want to say I am a huge fan of MacKenzie Child but the service I received in the NYC was less than acceptable. I called the other day and gentleman answered the phone and said can you please hold. I was on hold for 10 minutes before I hung up and called back. When he answered again he said sorry I forgot about you. I then proceeded to ask him if he had some items in stock and he seemed annoyed but he said he would check and get back to me. He did call me back 30 minutes later and said he had one item in stock and the rest needed to be ordered. He said that he would have them all shipped which was great. Problem #2, he did not get the order correct and I was missing 1 item which I called and ordered today. Problem #3, they had my full address but when they filled out the UPS shipping they forgot my apt number. Problem #4, I asked the gentleman to please send me all the UPS tracking information so I can track the packages. I got the tracking information from the warehouse but not for the item that was coming directly from the NYC store. I called the NYC store today requesting the tracking number which is where I learned they forgot to put the apt on the address and my package would be delayed. Mistakes happen but my main issue is they seemed less than sorry for their mistake and I was a pain for wanting my product. All around my experience has been less than stellar which makes me said because I love the product. Just received my package today and I get not get the items I requested. Only thing that was correct was...

I have been collecting Mackenzie for years and I am just starting to get so disappointed and do not understand why simple shipping and inventory is not done properly. 2 times I have ordered something, and then told months...yes MONTHS... after that the item is sold out and no longer available. My newest problem is I ordered 2 pot climbers online, I received one about 2 weeks after I ordered them. Now it’s been another month later and I contacted customer service to see when it would ship, the woman said that both were shipped to me already.... I said no I received one, and trust me I didn’t miss it, the box was only big enough for one! How do you just mark items as shipped when you didn’t ship them. So now what I ordered is no longer available. I expect better service from a company that has been established for years and also charges the high prices. Gotta train your employees better and get your stuff sorted out before you start losing customers

*in response to your reply Mackenzie... the 2 other times you messed up my order were in 2019 so kinda hard to blame the pandemic for that one. Second my issue is I’m fighting for my money back from an item that was not shipped to me but you all claim was. That have nothing to do with the pandemic that’s just someone not doing their job. Don’t mark something as shipped if it...

UPDATE AFTER THE STORE’S RESPONSE: My review is more about the customer service and the experience. The gift wrapping was the least of the issues.

— I was really disappointed with the customer service. I asked to apply a birthday discount to my item, and when I corrected the salesperson to the larger kettle size, he responded in a condescending tone, asking, “Is that really the one you want?”—as if questioning whether I could afford it. He asked me twice, which felt unnecessary and uncomfortable.

Because the kettle was quite large, I was told there was no special wrapping option available. Still, knowing my mother would appreciate a video of the wrapping, I asked if it could be wrapped nicely. I had to really emphasize that it was a birthday gift for my mom to get them to take it seriously. For a high-end store, and a kettle that costs $200, I expected more care and consideration.

The staff member—according to my receipt, his name was Gregory—handled the expensive kettle rather roughly, and despite my hope to have it wrapped in the store (so I could film it), I didn’t feel comfortable asking because I already felt like I was inconveniencing them.

It’s disappointing because shopping here should be a pleasant experience, especially when you’re the only customer in the store. Instead, it felt like I...