Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:05/20/2024

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I need your help with a purchase and return that I made from 3HLinen Inc. on approximately 3/30/2024. I purchased curtains for $1,160 USD, and upon receipt on 4/12/2024, I immediately contacted the company to initiate a return. The day I received them, I realized they were not a match, and I contacted the company to initiate a return. Their return policy clearly states that returns are accepted within 14 days of receiving the goods for a full refund, minus shipping costs. I had multiple conversations through email and phone calls. The company did not want to process a return until I threatened to file a complaint with the BBB. The curtains were shipped out and received by the company on 4/22/2024, which was only 10 days after receipt. (Confirmation from **** that the return package was delivered on 4/22/2024 at 8:22 AM to ***********, **, **** Tracking Number: **********************). I was told I would receive a full refund 7-14 days after they received the return, which was on 4/22/2024. As of today, 5/18,2024, almost 30 days after they received the return, I have not received an email confirmation or refund from the company. I respectfully request your assistance in helping me obtain a refund for the curtains that were returned to the company. Below is the contact information I have for 3HLinen:*****: ************************************************* ****: *************************************** Help: ******************************* Phone Number: ***************

  Business Response

  Date: 05/31/2024

  Hi team,
  
  We've re-checked the case with the client ************************* received today (complaint #********). The client requested a refund due to the reason that the chosen color for her curtains didn't work as she expected. The free shipping discount has also been applied to the customer's order. The thing is that according to our Return & Refund Policy indicated on the website "You can return your product for a different product or a full refund of the selling price, less any shipping costs or other adjustments. Custom orders, discounted items, orders that were purchased with discounts, fabric samples and gift cards are not eligible for return and refund unless there was a mistake on our side":
  ******************************************************
  
  The client has been suggested an exchange, but upon the response, we accepted the refund despite of our policy. We also provided a return shipping label even though, according to our policy, the shipping back and forth is covered by the customer in case there are no mistakes on our side.
  
  The client was also informed about the standard refund procedure - refunds are processed upon receiving the goods back at our warehouse and made in the original method of payment. Once the products are received - we take about 7 business days to inspect them and proof the refund. Then it takes 14 business days in total for the money to be applied to your account. The client also agreed to the procedure.
  
  The return package was received at the warehouse on Apr 22nd. We are using the Shopify platform for selling, and the refund has been processed according to the standard timing directly through the platform on May 20th. According to the system the money was deducted from our account on May 21st to the **** card ends 7283 with the name on card *************************:
  Acquirer Reference Number (ARN): 24492164143000010668082
  Payment ID: #*******
  ID: ***************************
  Gateway: Shopify Payments
  
  I'm also attaching all the needed screenshots so you may check the details.
  
  Thank you for reviewing this case!

  Customer Answer

  Date: 05/31/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *************************