Buyer beware!
Buyer beware!! Keenstone appears to have customer service policies that are designed more to discourage buyers from pursuing complaints than to resolve problems.
I purchased an oil-filled heater from them thru Walmart’s website; it arrived missing a nut for one of the casters. Rather than simply resolving this problem by sending me another nut—possibly a 15 cent item?—they proceeded to engage me in a series of 18 emails over 12 days, asking for, among other things:
1. A picture of the heater I received with the missing part circled.
2. A second picture of the missing item from their own instruction booklet with the missing item circled.
3. A third picture of the missing item from the Walmart website with the missing item circled.
4. A product link that didn’t exist.
They claimed they needed all this information for “logistical” reasons for their “technicians”, although they couldn’t explain how all these pictures would help them replace a missing 15 cent part; imagine what they might ask for if I needed a more expensive problem resolved!!
Additionally, their instruction booklet says not to hesitate to contact them with any problems or questions—but doesn’t provide any contact info—I had to go through Walmart to get in touch with them. Similarly, their instruction booklet says their warranty requires you to have a “warranty card” and a “certificate of conformity”, but there are none in the package. When questioned, they told me this product does not have a warranty, even though the instruction booklet says it does.
For those of you who might think your rights as a consumer are limited by a company’s internal policies, be aware that anyone doing business in the US is required to abide by all applicable federal and state consumer protection laws. Additionally, if you paid by credit card, PayPal or a third party website (Walmart, Amazon, etc.), you can dispute your transaction with those parties as well. If the dispute is decided in your favor, they can refund your money without permission from Keenstone. In my case, Walmart refunded my entire purchase price.