I want to start off by being very clear: I really enjoy the INSTORE experience. My problem is with the online ordering..I shop IN Kirklands all the time and love it. They did not have an item I wanted however and suggested I order it online with free shipping to the store. I placed an order for 4 items on April 9th. The website clearly states 7-10 days for shipping. I received an email stating my order was in (about 12 days after placing my order) and went to the store only to find out only one of four had come in. A call was placed and I was assured the rest of my order would be on the next truck (only one truck a week). Well, weeks go by with no order. Call after call to customer service and all I am told is there is nothing that can be done and no guarantee it will be on the next truck. On May 10th I get an e-mail stating my order has shipped. But guess what? It never made it to the store! How is this an acceptable way to run a business? And good luck getting transferred or a manager when you call - they will tell you they can't or the manager is gone for the day.