Complaints

This profile includes complaints for Touch of Class's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Touch of Class

  709 W. 12th St. Huntingburg, IN 47542

  
• 

  Touch of Class

  301 E 4th St Huntingburg, IN 47542-1259

  
• 

  Touch of Class

  436 4th St Huntingburg, IN 47542

  

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:04/25/2023

  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.

  I ordered a bedspread, shams and valences in November, 22. The room was not painted until recently so I called TOC and told them this. They told me about their 45 day return policy but they said they would make an exception if the merchandise was in its original packing. It was so I paid for a return label and sent it. I then received an email on 4/19 telling me they would only give me a store credit. I don't want a store credit! I want my money back. There is absolutely nothing altered in this order from the day it was delivered. This is ridiculous!

  

  Business Response

  Date: 04/25/2023

  Dear Ms ****,

  I apologize that you did not like our response to your return. Our normal policy is 45 days of receipt of the merchandise. We were contacting you today to let you know that this one time only we would credit back your account. We initially trying to see if we could offer you store credit, since the order was past the 45 days. I apologize that this offended you. We are processing your credit today and you should see your credit within 24 to 48 hours on your account,

  Thank you,

  ****** **********

  Contact Center Manager

  Customer Answer

  Date: 04/25/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response becauseI still haven't gotten my money back.
  
  
  
  Sincerely,
  
  
  
  ******** ****

  

  Business Response

  Date: 04/26/2023

  Dear Ms ****,

  We put the credit through to PayPal today 4/26/23 at 1:19 pm eastern/standard time.

  Thank you,

  ****** **********

  Touch of Class 

  Contact Center Manager

  Customer Answer

  Date: 04/27/2023

  
  
  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:02/27/2023

  Type:Service or Repair 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 placed an order with Touch of Class on February 15, 2023 at 7:35 pm. I expected delivery the following week. I sent several emails inquiring about the delivery. When I received a response, I was told that they don’t process orders til the following day and that if an order is placed late on Friday, they don’t ship out over the weekend. My order was not placed on Friday. I received an email telling me my rug was in *******, NY on February 22nd and was out for delivery. However, I never received it. I sent another email regarding why haven’t I received it since it is here in my city. I finally received a call on February 23rd from ****** informing it takes 5-7 days. During the conversation she told me the zip code was incorrect. When I ordered the rug, I made sure all information was correct because delivery issues are a problem due to there is a “******** Street” also in **********. Finally on Friday, February 25th @ 10:18 a.m. the rug was delivered. Today I was checking my credit card information online, since this purchase was not on this month’s statement and see I was charged $283.91 and not the original price of $261.06 per my confirmation email. Today I emailed Touch of Class and am being told I was charged an additional fee of $22.85 for the zip code error plus tax. I was never notified.

  

  Business Response

  Date: 02/27/2023

  Dear Ms *******,

  Our system downloads orders that are submitted to us by the customer. The zip code that was submitted was *****, which is not matching to New York state. The order was delivered on 2/24/23, which is the time frame for our delivering to customers, of 5 to 7 business days. We have credited your account for all shipping charges as well as taxes. Legally we are supposed to charge the taxes, that is why they were charging you. As of today, we have credited you have been credited for shipping and taxes.

  Thank you, 

  ****** **********

  Contact Center Manager

  Customer Answer

  Date: 03/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: My credit card has not been credited the $22.85.  When that happens, I will accept but not until then.  Thank you.
  
  
  
  Sincerely,
  
  
  
  ******* *******

  

  Business Response

  Date: 03/02/2023

  Dear Ms *******,

  We have credited your account 20.04 on 2/28/23. You have to allow 24 to 48 hours for your to adjust your account. On 2/24/23, we have credited your account 34.87.

  Thank you,

  ****** **********

  Touch of Class

  Contact Center Manager

• Initial Complaint

  Date:02/07/2023

  Type:Product 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.

  In mid December I purchased two carpets. One carpet I had purchased before and there is no problem
  
  The other rug arrived late and it was Horrific cheap quality. I asked for label to return it and it took a month of back and forth and they are only giving a label if I pay $10.00 for an unacceptable rag. It was not pictured correctly. I thought it was a pile rug like the other and this is a soft crummy scarf material that is completely inappropriate as a rug Useless and ugly and the worst quality.
  
  Thank you for resolving.

  

  Business Response

  Date: 02/09/2023

  Dear Ms ******,
  
  
  
  I apologize that you felt customer service was being disrespectful. We did issue you a free of charge return label to return the merchandise. We are crediting all your merchandise that you are returning or have returned. Please allow time for the merchandise to be returned for the credit to show up on your account.
  
  Thank you,
  
  ****** **********
  
  Contact Center Manager

• Initial Complaint

  Date:01/15/2023

  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.

  I purchase the King Size Felisa Bedspread and Shams on December, 14, 2022. The Bedspread arrived without the pillow shams, which I was not informed about. While the bedspread was beautiful, it was WAY OFF in sizing. The floral pattern on the top of the spread was designed to be centered on the bed. The embroidery was to frame the edges of the bed as shown in the picture. When centered, the length at the foot of the bedspread was 4-6 inches too short while the length at the top pillow portion was way too long. The floral pattern was very clearly placed incorrectly on the bedspread deeming it unusable. The company, after first telling me that I should have measured my bed first before ordering (which I did and even spoke with a woman there about the drop of my mattress), they agreed to send me a return label. They did credit me for the bedspread.
  At a later date, I received the pillow shams. I no longer had the bedspread, but tried the shams on my King size pillows out of curiosity. They also were about 4-6 inches too large!!! They were pretty though, so I decided to order them in the standard queen size to use with another bedspread.
  When I called the company to return the shams, I was told that I needed to pay for the return because they were shipped directly from the manufacturer! I placed my order with TC, not the manufacturer! TC accepted zero responsibility.
  Why is it the customers problem that TC doesn't keep the shams in their warehouse!!! I went to the post office and paid $10.95.
  When the 2nd sham order was delayed in being shipped, I called to cancel the order. I also emailed the company twice to make sure they cancelled the order. The order shipped anyway, and charged my card and once again I had to pay to return them back. They REFUSED to honor the fact that I called and emailed to cancel the order! This company could care less about the customer. I am asking for the shipping reimbursement of $21.10. This never happen anywhere else

  

  Business Response

  Date: 01/18/2023

  Business Response
  Ms ******,
  
  I apologize that you feel you were taken advantage of. We have credited your account of 21.10 for the return shipping 1/16/23 Please allow 24 to 48 hours for the credit to show up on your statement.
  Thank you,
  ****** **********
  Contact Center Manager
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  While I appreciate the resolution, it would have been so great if this was the companys inital response. We would have avoided the disrespect and inconvenience. Lesson learned! Always check the reviews and BBB before dealing with a new company. Stay away from Touch of Class

• Initial Complaint

  Date:12/29/2022

  Type:Product 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.

  Ordered a rug from touch of class in November. When i received the rug i took it out of the plastic packaging and saw there was a huge whole in the rug before i unwrapped the rest of it. Therefore i called explained the issue and over the phone to customer service they apologized sent a return label and said they would send a refund once the received he rug back. Now here i am over a month after sending it back they say they cant accept the return because its not in the original condition (being that they sent me a bad rug with a big whole in it thinking they could get away with sending me either a second hand product or something they messed up). I want a refund for the original amount if the rug is sent back i will refuse it. Also attached is an email saying it is dirty which is not possible as it was never unraveled as we spotted the holes before need to open it.
  

  

  Business Response

  Date: 01/16/2023

  Business Response
  Ms ****,
  
  I apologize for the miscommunication from our customer service department. We have credited your account on 1/3/23. Please allow for 24 to 48 hours for the credit to show up on your statement.
  Thank you,
  ****** **********
  Contact Center Manager

• Initial Complaint

  Date:12/28/2022

  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.

  MY Mother ****** ********** who is an 80 year old women ordered an Bed Spread Comforter from this business for 447.00. She has done business with this company before and had no problems. The Item arrived she took the item out of the package put it on the bed and noticed it was 6 inches too long. She repackaged the item up sent it back and asked for a refund, I was there and the item sent back was exactly what was delivered. The business contacted my mother and now told her that the item returned was not in the original condition and had been laundered and the sale tag was melted. She explained to them that was not true as she had not laundered the item there was no reason too as it was just to big and was returned immediately the same way she received it. At this point they basically refused to give her a refund and forced her to take a Merchandise Certificated she didn't want. I called the Customer Service number today and spoke with a supervisor explained the above and now they claim because she accepted Merchandise Certificate she could not receive a refund. I explained she was forced to receive the Merchandise Certificate as she was not given any other option and then they went back to the item not returned in the original condition which was not true. They then claimed there was nothing they could do which I objected to and state yes they could just cancle the Certificate and refund her money, they refused by saying again she had already accepted the Certificate. Again I explained she was not given a choice which they again stated the item was not in the original condition, so basically they had no intention of ever giving her a refund in the beginning. This whole situation has given my 80 year old mother Anxiety and she is really upset as she is saying she is being accused of something she did not do and they are keeping her money. We are looking for a refund back to her card she purchased the item with. XXXXXXXXXXXXXXX was the order number.

  

  Business Response

  Date: 01/02/2023

  Business Response
  Ms **********,
  
  I apologize that customer service was being uncooperative. We are issuing you credit to your credit card on 12/29/22. Please allow the credit 24 to 48 hours to show up on your banking statement. Please send back the merchandise certificate to our company.
  Thank you,
  ****** **********
  Contact Center Manager
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)
  The refund is acceptable

• Initial Complaint

  Date:10/04/2022

  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 saw a bedspread I liked in Touch of Class catalog. Catalog indicates a 24" drop. Using a yardstick, I measured from the floor to the top of the mattress. 24"! I ordered it, I think Sept. 26 or 27. Never received a confirmation or shipping notice. Made a note to call them on Mon., the 3rd, to find out if they were processing the order (think I talked to a newbie as the order took awhile). Before I called I found the package on the front step. Immediately put it on my bed. Oh, no! Way too big. Got the yardstick out again, 24" drop of mattress. BUT, there is 9" of bedspread laying on the floor. 3" on one side and 6" on the other (didn't get the spread exactly centered). I called Touch of Class this morning. Was told I should have measured the entire bed before I bought it and gone online to check the measurements of the spread. I have mail ordered via catalogs for 40 years and was never told that. What is the catalog for? She also said the product was not defective so she could not issue me a full return label; only $18.00 for return shipping. Of course, I cannot fit this huge thing in the flimsy, outer gray plastic envelope they shipped it in. On my hands and knees I tried to fold it along the obvious folds they had used. I managed to get about 2/3s of the spread and shams into the hard plastic that zipped close inside the outer flimsy packing envelope. This means I have to buy a box at the post office (or Staples) in order to return it. I also have to insure the package which lists $239.00 as the price. My claim is that their ad in the catalog was inaccurate. It did not fit a bed with a 24" drop and they are responsible. Thank you for your attention to this.

  

  Business Response

  Date: 10/06/2022

  Business Response
  Ms *********,
  
  I apologize that you thought customer service was being uncooperative. We are issuing a prepaid label to your email address. This is a Fedex label that you will drop off at a Fedex pickup. Dollar General, Walgreens, or a Fedex drop box are all places the package can be dropped off at. This is an insured label. You will be credit in full once we receive the package. You can find boxes at your local Dollar General, Walmart, or grocery stores. It does not have to be returned in a new box.
  Thank you,
  ****** **********
  Contact Center Manager
  
  Consumer Response
  (The consumer indicated he/she ACCEPTED the response from the business.)

• Initial Complaint

  Date:09/20/2022

  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 purchased a bedspread in May but returned outside the 45-day refund window, so I received $162 in-store credit. Trying to find a bedspread that would work, I made a purchase of three items over the phone with a Touch of Class rep, knowing that I'd be returning at least two of them. Payment was made using the in-store credit, and then the balance with my VISA. I specifically asked, and it was my understanding that my VISA would be refunded first with the returns, and merchandise I kept would be paid out of the in-store credit. That's not what happened, so my $162 remains and I'm out more money on my VISA. As other customers have noted, customer service was clipped (if not rude), totally unwilling to stand behind what they told me when I made the purchase, unwilling to appeal my case in order to use my in-store credit. Why would I spend more money with them knowing it would not be refunded? My only option is to return the bedspread I kept, and start all over with a new purchase using the in-store credit. Let's see if they honor that??
  

  

  Business Response

  Date: 10/05/2022

  Business Response
  Ms *****'s
  I apologize for the miscommmunication regarding your credit. Our policy does still hold true that the normal credit would go back to the certificate with which you use. We are going to credit back your card 255.71 which is the original amount you were charged. That leaves you 22.69 open balance for your certificate plus the merchandise that you still have of 111.99 plus tax of 7.84. If you return the 3rd coverlet, you will receive credit back to your original certificate of 162.80. You should see the credit come through to you in the next 24 to 48 hours.
  Thank you,
  ****** **********
  Contact Center Manager

• Initial Complaint

  Date:08/27/2022

  Type:Product 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 purchased 3 decorative products for $122.66. Seller cancelled the order without refunding my payment. When I called on August 27, 2022 the customer service representative tried to tell me that I was never charged for the items due to items never shipped. No refund owed. This is incorrect. I paid for products that were never shipped by seller or received by me. I am owed a full refund.
  

  

  Business Response

  Date: 09/12/2022

  Business Response
  Ms *****,
  
  I apologize that you did not receive your refund accordingly. We processed the credit on 8/26/22. It does take 1 to 2 business days for the credit to show up. Since you have you done a chargeback through your bank, we have issued the credit today through PayPal and it should show up in a timely manner. The credit is 122.66.
  
  Thank you,
  ****** **********
  Contact Center Manager