I would give them less than one star if I could. I have been a customer of KM for many, many years, particularly while they still had stores in Australia. On 4 January 2025 I placed an online order for 4 items. My credit card was charged, but I received no confirmation email. I also didn't receive the order. When I contacted them via an email submission, it was ignored. I then used the SMS contact, which resulted in being asked repeatedly for the same information. I was then told that for reasons that are unclear, their finance department could not investigate the issue and/or provide a refund (despite the error clearly being theirs) for 7 business days. I asked to speak with a manager and was told that the manager would tell me the same thing the multiple staff had. As the end of January approaches, I still have no refund. I asked that the refund be confirmed via email (as all I have is SMS' with a rotating number of people and many of the same questions from the AI chat) - I was told that I could not have an email because the order failed. The only failure was by KM - they took the payment (and continue to hold it) just fine. This practice cannot be legal. Regrettably because I am in Australia my options are limited. I am both surprised (but also not) to see so many other customers have experienced the same issues and same level of service in response.