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Business Profile

Paint

Velvet Finishes

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Paint.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:07/01/2024

    Type:Delivery Issues
    Status:
    Unanswered
    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.
    My transaction was with Velvet Finishes on March 17, 2023. I purchased Velvet Finish paint for approximately $19 (I don't remember the exact amount since it has been so long). The amount was taken out of my checking account. The order number is ****. The business sent me an email thanking me for my order on March 20, 2023. On that same day, March 20, 2023 I received this email from them:

    Hi this is Velvet Finishes. We want to apologize for the delay in your order. We have had a medical emergency in the very close family and this has put a terrible strain on our business. WE are in the process of packaging your order and shipping. We appreciate your patience and understanding.

    I tried called several times and left messages at their business and they never returned my call.
    I also emailed them and never received a response.

    I have gone to their website and it is no longer active, so I don't have a phone number for the company.

    At this point, I know I'm not getting my product, but I would like my money back. I don't think its fair that they took my money and I didn't receive my product. I'm sure I am not the only one who has been robbed.

    Please let me know what I need to do.

    Thank You,
    ***** *******

  • Initial Complaint

    Date:03/20/2024

    Type:Product Issues
    Status:
    Answered
    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 6 items totaling over $200.
    Opened box and there was an issue. Reported that day and for the next 10 days which is today.
    One paint can was missing. And another one had a crack on bottom and leaked in box. Looking for replacements or refund of $63.00
    Side note; Velvet finishes also shows up as ********** on the credit card transaction.

    Business Response

    Date: 03/20/2024

    Thank you for the time to allow me to explain the last several weeks of life that have contributed to Mrs. ******* unhappiness with my business. After not feeling well for couple of weeks and being diagnosed with the flu, my heath took a turn for the worse. My GP prescribed be a blood pressure med that lowed my BP to a standard that caused me to be hospitalized for several days. During this period, I was diagnosed with a rare blood disease that has taken a great deal of time and learning to understand what we are to do as a family. I am the only person in the business so there was no one available to help with the entire operations. I understand that the time that it has taken to respond to Mrs. ******* emails has been a very long time and unprofessional, however sometimes life throws unexpected trials our way and we do the best we can do. I am a very small business and as stated, it is just me. If Mrs. ***** is looking for a business that has can operate on a 100% full time customer service base, then I would suggest looking into the hours of operation and the company size. No were have we suggested that we are a large company able to provide 24 hr customer support. In our emails to the customers after ordering we state we are a small business and all products are hand made so please allow additional time for orders to be processed. I apologize for there being any misconception. I will be happy to refund the amount that Mrs. ***** is asking for and to cancel the order she placed on 3/14/2024 in the amount of 52.99. As stated in the order confirmation details, we ask to allow 5-7 business days for the order to be processed and shipped. Mrs. ***** filled this complaint 5 calendar days after placing her second order. This was not enough time to allow Velvet Finishes to process the second order. If Mrs. ***** would wlike to continue to use the products to finish her project that he has sent me photos of, I will be happy to send her products just as I stated in the email to her I sent to her today prior to this statement. My goal is to make customers happy and provide them with a quality product. I thank you again for your time and hope you have a wonderful day. 

Velvet Finishes is NOT a BBB Accredited Business.

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