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:03/29/2024

  Type:Delivery 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.

  Date of Transaction, November 15, 2023. I order the Luxury Bamboo Mattress Topper, Luxury Sheet Set and the Rack Curtain Caddy. I got a confirmation email and a shipment email. When the shipment is tracked, it says the label was created but the package is not in the system. I have sent several emails, ******** messages and I have tried calling and left messages. If the order is not going to ship, then just refund the money.

  Business Response

  Date: 04/16/2024

  Hello,
  
  We are pleased to inform you that your order has been shipped. We sincerely apologize for the delay and any inconvenience caused by our communication issues. We appreciate your patience and continued support during this time.

  Should you have any further questions or require additional assistance, please feel free to contact us directly.
  

  Thank you for your understanding.

  Customer Answer

  Date: 04/16/2024

   
  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,
  
  *******************************

• Initial Complaint

  Date:02/16/2024

  Type:Delivery 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.

  Ordered on December 5, 2023 order #FS27476. Received partial order. Was told items were back ordered. Last email from them was on 1/30/2024 stating items should be shipped next day. Have not received items nor a response to emails seeking update.

  Business Response

  Date: 02/29/2024

  Dear ******,

  We want to extend our sincerest apologies for the inconvenience and frustration you experienced with our services. We pride ourselves on upholding the highest standards of customer satisfaction and it's clear in this instance, we fell short. Thank you for bringing this matter to our attention and for allowing us the chance to rectify it.

  We are pleased to inform you that, according to our records, your issue has been fully resolved as of February 22, 2024. We are committed to learning from our mistakes and continuously improving our customer service standards. Your satisfaction is our top priority, and we hope we have restored your confidence.

  Should you have any more concerns or require further assistance, please do not hesitate to contact us directly. We are here to help and look forward to serving you better in the future.

   We value your business and hope to continue having the opportunity to serve you.

  Sincerely,

  *******************
  Fleet Sheets

  Customer Answer

  Date: 03/03/2024

   
  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,
  
  *********************************

• Initial Complaint

  Date:05/12/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On February 12 I ordered items (two different size hanging organizers and two microfiber towels) from Fleet Sheets online. Their website states: "Processing time: Order verification, customization processing, quality check and packaging. All orders are processed for dispatch within 1-2 business days after the order is placed. Orders with paid express shipping are prioritized and orders with added customization are sent to the customization team queue for processing. All other orders are processed and packaged to be shipped within ***** hours of order placement. After processing and leaving the warehouse, items usually take between 2 and 7 business days to arrive at their ** domestic destination but can take longer due to carrier surges and high demand times like deployment cycles and holidays." My credit card (ending in ****) was billed on Feb 12 but I have never received any items from Fleet Sheets nor have they responded to any of the e-mails I sent or call messages I have left. I ordered these items for my son who is in the Navy and his ship was going to be heading back to ********* from *********, near where I was at the time (delivery was to go to ********, **). I had hoped (based on the website's timeline for shipping) that I would be able to get the items to him before he left. No items came and no communication from this company. I first sent a message through their website customer care message area. I sent several e-mails to ******************* (owner) asking where the order was. The first e-mail I sent on March 1 and then several messages through the website. I also called 4-5 times and only got an answering machine which I left detailed messages on and left my call back info as well. No communication or response from this company. I would like communication from Fleet Sheets so I can give them an updated shipping address and also to have the items delivered.

  Business Response

  Date: 04/29/2025

  Dear *******,
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration, inconvenience, and lack of communication you have experienced. We understand how important it was to have these items delivered for your sons upcoming deployment, and we are truly sorry that we did not meet your expectations.
  After reviewing your order placed on February 12, 2025, we confirmed that your payment was processed; however, due to an internal fulfillment error, your order was not dispatched as expected. Additionally, a technical issue with our customer service platform prevented your follow-up messages and voicemails from being routed properly for timely response. We take full responsibility for this failure.
  We understand that a chargeback was issued, and you should have already received a full refund through your card provider.
  Please know that this is not representative of the service experience we aim to deliver. We are actively implementing system updates to improve order tracking, customer communication, and response times.
  We truly value your trustand your serviceand appreciate your patience. If you have any further questions or need additional assistance, please feel free to contact us directly at ************************************************************..
  Respectfully,
  ***** ****
  Fleet Sheets

• Initial Complaint

  Date:04/14/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore 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.

  On February 20th, 2023, I ordered four items from this company, with 3 of them to be embroidered. I got the confirmation email saying, "Thank you for your purchase; your order number is FS23478. Your items will ship in 5-8 business days. We will send you another email as soon as your order is shipped". Since then, I have received ONE email about the mattress topper, which was to be shipped soon. I received this item on March 1st, 2023. Since then, 43 days have passed with no emails or packages. I have emailed their support email numerous times, messaged them on ********* and attempted contact with no response. I am deploying very soon and I am HIGHLY disappointed with this company and its service. I paid $292.53 to receive only one item... I will never order from them again and will warn others against doing so. They continuously ignore emails and do not track their "contact us" inbox on their website, and there are no phone numbers to call. I genuinely do not know how they are still in business, and they call themselves "veteran-owened". Despicable.

  Business Response

  Date: 04/29/2025

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the frustration, disappointment, and lack of communication you have experienced. We understand how important it was to receive these items before your deployment, and we deeply regret that we did not meet your expectations.
  Upon reviewing your order (#FS23478), our records indicate that all items were shipped; however, we recognize that you may not have received everything as expected. We take full responsibility for this issue and the additional frustration caused by our lack of timely communication.
  To resolve this, we are offering either a full refund for the missing items or expedited reshipment to your preferred address. We will be reaching out to you directly to confirm which option you prefer.
  Please know that this experience is not reflective of the standards we hold ourselves to, especially as a veteran-owned business that takes pride in serving those who serve. We are actively upgrading our fulfillment systems and improving customer communication processes to ensure situations like this do not happen in the future.
  Thank you again for your patience and the opportunity to address this properly.
  Respectfully,
  ***** ****
  Fleet Sheets

• Initial Complaint

  Date:04/10/2023

  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.

  Unfortunately, I used this company on two occasions. This company provides a product to a very niche market and only applies to active duty military personnel. Through my research I found no other comparable businesses. My first order was late September early October of 2022 and I paid an additional fee for 2 day shipping. The product was a bundle (sheets and mattress topper), and labeled as in stock ready to ship on the website. The product was not shipped until the 5th business day and it was a partial shipment. I received the sheets only and when I contacted the company they said that there were warehouse issues with the mattress topper. After contacting the company and explaining that I paid for 2 day shipping on all products as advertised on their website, I didnt receive any refund on shipping. I then contacted them and asked for a refund on the mattress topper in which they stopped all communication. I left for deployment with no resolution and 3 months later, a week before I returned home from deployment, the mattress topper was delivered. As a Submariner, I have few options for comfortable and easy to use sheets. With much reluctance I decided to order a second sheet set from this company. They couldnt possibly mess up a simple order of just sheets. Unfortunately, they sent me the wrong size and when I contacted them to correct the error there is no response. Please do not support this company as I have. They are s******* over hard working Military Personne.

  Business Response

  Date: 04/30/2025

  Dear *****,
  First and foremost, we sincerely apologize for the frustration, inconvenience, and lack of reliable service youve experienced during both of your orders with Fleet Sheets. As a veteran-owned company, we take pride in serving those who serve, and we deeply regret that we did not live up to that commitment in your case.
  After reviewing your order history, we recognize the multiple failures you've outlined: a delayed partial shipment, the lack of a shipping refund, unresolved communication regarding the mattress topper, and later, an incorrect sheet size without follow-up. We take full responsibility for these issues and completely understand your disappointment.
  While weve since implemented improvements to our order tracking, customer support protocols, and inventory accuracy on our website, we recognize that these updates came too late to impact your experience and for that, we are truly sorry.
  We understand that a chargeback was issued, and you should have received a full refund through your card provider.
  Your feedback has been heard, and we take it seriously. We remain committed to serving the military community with integrity and accountability. If there is anything further we can do to assist or bring closure to this matter, please feel free to contact us directly at ************************************************************
  Respectfully,
  ***** ****
  Fleet Sheets

  Customer Answer

  Date: 05/01/2025

   
  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,
  
  ***** ******

• Initial Complaint

  Date:02/28/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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 placed an order with Fleet sheets 12/2/2022 in the amount of $202.77. I still have not received shipping confirmation on my order. They quit answering emails and the phone number listed goes to voicemail. No one will return my call. At this point I just want a FULL refund. This order was placed so my son could sleep comfortably on a ship miles away from home while he is serving our Country and Im still waiting. I could have had one custom made by someone else at this point. I just want a refund and to NEVER deal with fleet sheets again.

  Business Response

  Date: 04/30/2025

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the delay, lack of communication, and overall frustration youve experienced. We especially regret the added stress this situation caused as you tried to support your son during his service to our country and we are truly sorry that we failed to deliver.
  Weve reviewed your order placed on December 2, 2022, in the amount of $202.77, and we recognize that it was not fulfilled or communicated properly. There is no excuse for the delay or the lack of follow-up. We take full responsibility for this oversight.
  A full refund has been processed, and you should have received a confirmation via email.
  This experience is not reflective of the standards we aim to uphold, and we are taking active steps to improve our order fulfillment, customer service, and response protocols to ensure this does not happen again.
  We respect your decision to no longer engage with Fleet Sheets, and we truly appreciate your feedback. Please accept our sincere apologies, and we wish your son continued safety and comfort in his service.
  Respectfully,
  ***** ****
  Fleet Sheets

• Initial Complaint

  Date:02/20/2023

  Type:Delivery 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.

  On Feb. 1, 2023 I ordered a set of sheets, a curtain caddy, and mattress topper. With Tax and shipping the total was $222.54. It is now Feb 19th. I have called 3 times and left messages with no return call, I have emailed 3 times, I have reached out on ******** messenger and Instagram Chat to their company and have gotten zero response. Their website says it will ship in 72 hours, as of right now it has not shipped. I have just put in a dispute with my credit card. Buyer beware!

• Initial Complaint

  Date:01/03/2023

  Type:Delivery Issues
  Status:

  AnsweredMore 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.

  On December 7, 2022 I submitted an order for two items with Fleet Sheets, totaling $90.75 with the expedited shipping option chosen and paid for. These items showed as in stock and ready to ship on their website. On December 8, 2022, the funds were debited from my account. Their website shows that all orders will ship within one to two business days, with priority given to orders with expedited shipping. I selected the two day shipping option at a higher charge. I ordered these products for my son-in-law as a Christmas gift to be given on December 18th, mere weeks before his submarine was scheduled to leave on an extended deployment. This deployment will likely be his last underway before he is out of the service, and his longest time at sea. We ordered these products to provide comfort to him as he serves our country. By the third business day since submission of my order, no tracking information has been received, so I contacted the company for an update. I was told due to heavy order volumes and extra strain on our stage, were experiencing delays. Ive now inquired 8 times since I paid for the products. Still no tracking or date provided to when my order will ship. Only excuses and assurance that theyll let me know when it does ship, but they dont know when that will be. I am frustrated and disappointed to say the least. I need these products delivered to my son-in-law within the next week or they are useless. Weve already not been able to give him the gifts he should have opened during our Christmas celebration. Ive updated the shipping address to their home since they are no longer in the same state as us. To think that ANY company, much less one that boasts of being veteran owned would take advantage of families of our active duty military and provide zero help or honest answers regarding these purchases that they market as improving the quality of life at sea in their business information is truly disheartening. I want the products delivered ASAP

  Business Response

  Date: 04/30/2025

  Dear *****,
  Thank you for bringing this to our attention. We sincerely apologize for the delay, lack of timely updates, and the significant frustration this experience has caused. We especially regret that your son-in-law did not receive these gifts in time for Christmas or his upcoming deployment, and we are truly sorry for the impact this has had.
  Weve reviewed your order placed on December 7, 2022, and acknowledge that despite selecting expedited shipping and the items being marked in stock, your order was not fulfilled within our stated timelines. This was a failure on our part, and we take full responsibility for the lack of communication and missed expectations.
  During a peak volume period, our warehouse faced unexpected strain that disrupted fulfillment operations. While this does not excuse the outcome, we recognize that we should have communicated much more proactively.
  We have issued a full refund including shipping charges and you should have received confirmation via email.
  This experience is not reflective of our values or our commitment as a veteran-owned business dedicated to supporting active-duty military members and their families. We are actively improving our internal systems to ensure this does not happen again.
  We truly appreciate your patience, your feedback, and your familys service. If there's anything more we can do to help, please contact us directly at ************************************************************.
  Respectfully,
  ***** ****
  Fleet Sheets

• Initial Complaint

  Date:12/07/2022

  Type:Delivery 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 ordered a curtain caddy from fleet sheets on 10/28/22 for $28.25. It was economy shipping so it said it would arrive in 5-8 business days. On 11/14/22, my order still hadnt arrived so I contacted their customer support. ***** told me they were having supply chain issues and were working hard to ship it. On 11/28/22, I once again asked for an update with an estimate shipping date. ***** once again apologized and said he would reach out to the team internally to figure it out. On 12/4/22, I asked if he found out anything, and now Im just getting ignored. This is completely ridiculous.

  Business Response

  Date: 04/30/2025

  Dear *****,
  Thank you for bringing this matter to our attention. We sincerely apologize for the delay in receiving your order and, more importantly, for the breakdown in communication after your initial inquiries. Youre absolutely right to expect timely updates, and we regret that we failed to follow through.
  After reviewing your order placed on October 28, 2022, we acknowledge that it was not shipped within the expected 58 business day window. While our team was experiencing unexpected supply chain issues at the time, we should have provided clearer and more consistent communication. For that, we take full responsibility.
  We have processed a full refund of $28.25. You should have received the confirmation via email. If youre still interested in receiving the product, wed be happy to ship it to you at no charge as a goodwill gesture.
  We appreciate your feedback it helps us improve. Please accept our sincere apologies for the inconvenience, and thank you for your patience. If there's anything further we can do to assist, dont hesitate to reach out to ************************************************************.
  We value your business and appreciate the opportunity to make this right.
  Respectfully,
  ***** ****
  Fleet Sheets

  Customer Answer

  Date: 05/01/2025

   
  Better Business Bureau:
  
  Im not even in the Navy anymore. You respond 3 years later lol. Im good. Do whatever you need to do. 
  
  Sincerely,
  
  ***** Childers