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:06/18/2025

  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 a quilt from Project Repat. I am to send them a box of my shirts and they send back a finished quilt. After purchasing the quilt I was prompted to pay for postage to send my box, and for them to return the finished product to me. I paid $36.44 for postage. As soon as I sent the box, it was flagged for fraudulent postage by the ****************************. They seized my box and will not return it. Now my valuable property is seized and will not be returned. Project Repat has a fraudulent postage printing service. Because of this, not only have I paid them for the quilt, but my precious shirts are gone forever.

  Business Response

  Date: 06/18/2025

  The customer was supposed to drop off at fedex, but dropped off at usps, so it's more difficult for us to find. We refunded her though. And will continue to work with our shipping partners to locate. 

• Initial Complaint

  Date:05/13/2025

  Type:Service or Repair 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 ordered a quilt with my shirts and paid one price, when i try and print a shipping label I was charged 26 more dollars. They claim that this was told to me but I did not see it. They claim they can charge me more without my knowledge based on signing the packing slip but I want to be notified if I am going to be charged more. I also should not be charged too much more because I was told the price I paid was to have the quilt made.

  Business Response

  Date: 05/13/2025

  At checkout, all customers see- customers pay for shipping both ways post purchase. This is how we have run our business since 2012. We refunded you though.

  Customer Answer

  Date: 05/13/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  [You must provide details of why you are not satisfied with this resolution.  If you do not enter a reason for your rejection, your complaint will be closed as Answered.]
  They did not responde yet.
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

• Initial Complaint

  Date:04/29/2025

  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 queen size quilt via a gift card. Afterward, I had an accident that left me with partial mobility in my hands. I was unable to cut enough shirts to fulfill the requirement for a queen size quilt. I sent Project Repat an email via the contact information on their website. All customer service via email is handled by AI. The Al told me to leave a note on the packing slip and to email them for a refund when the smaller sized quilt is received by me. I followed these instructions only to be told by a human that I was ineligible for a refund because I used a gift card. Had I been told this information upfront, I would have hired someone to cut more shirts to fulfill the queen size requirement. I paid twice as much for a lap sized quilt because of the downsizing. On their FAQS, there is a section that mentions the same process to downsize as their Al told me, also without a mention of excluding gift cards. This is incredibly misleading to consumers who have no way to speak to a human and are told conflicting information in their own policies. **************************************************************************

  Business Response

  Date: 04/30/2025

  Customer paid $85 for a gift card, so I just refunded $30. So now paid $55 for a lap size. Which is still cheaper than retail price.

  Customer Answer

  Date: 05/03/2025

  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. While the response from the company is inaccurate, I will accept the refund just to end this nightmare knowing that I will still lose money. I lost $18.50 in this transaction, as the lap size quilt was $37.50 with their promotion at the time of purchase. The gift card did not cover the full purchase price of the queen size quilt and I had to pay over the gift card amount. The lap size quilt is currently priced at $37.50 with their consistent promotion prices which is consistent with the promotional price of the lap sized quilt when I made my purchase. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ******** *****

• Initial Complaint

  Date:02/07/2025

  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 gift card ($75) from Project Repat to gift my daughter a T-shirt quilt. We purchased the quilt using the gift card on Jan. 14, 2024 (this is the fifth quilt we're ordered through Project Repat, so we know how this works). We prepared the T-shirts to mail and emailed Project Repat to verify the shipping address (which we found online) -- they verified multiple times by email that the Asheville, ** address was correct. I mailed the shirts to that address for $24.65 and the box of shirts was returned to me. I reached out to Project Repat (their phone number doesn't work) by email to ask how they can help rectify the situation. Someone named ****** (I believe the owner) said their customer service replies are from robots and that they had made a mistake by giving us incorrect information. Since these "bot" mistakes cost me $24.65, ****** agreed to reimburse me. I am still out $24.65. He credited my credit card with $25 -- an amount that supposedly covered that $24.65 (I have an email from ****** dated Feb. 6 saying he reimbursed me for the shipping costs -- that's the $25). I then started reading horror stories about other customers who lost money, received bogus additional "fees" for their orders, who had their orders lost through Project Repat, or who were told they were "required" to pay for Project Repat's shipping labels (these are overpriced labels). I decided to cancel my order rather than be subject to extra/bogus fees. Remember, ****** had already given me $25 to cover the $24.65 shipping fee -- I have emails from him stating that. When I canceled my quilt order, I expected the full $75.19 back that I had paid for the quilt using the gift card. Instead, he only paid me $50. Unscrupulous. He won't answer any of my emails now (after a week of us going back and forth negotiating the shipping charges). I'm out $24.65 still (due to bogus information provided by his robots)--this isn't right! I have all the emails to back up everything stated here.

  Business Response

  Date: 02/08/2025

  We had already refunded in full before she wrote this response, just the bank had not transferred the funds yet. Banks do not transfer funds immediately.

  Customer Answer

  Date: 02/08/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  That is incorrect information from Project Repat. The refund for the shipping ($25) went through on Feb. 6 (this was to cover the $24.65 I paid to **** to send the package), the partial refund for the $75.19 gift card went through Feb. 7 ($50.19), and the remainder of my $75.19 has still not been refunded as of Feb. 8 (a total of $24.65). Both the $25 and $50.19 went through quickly -- within hours of our email. The rest of my refund, which the vendor claims to have put through, still doesn't show up on my credit card a day later. 

   

  Again, see the supporting documentation indicating that the initial $25 was to cover the $24.65 shipping that I incurred from sending my T-shirts to an address confirmed multiple times by Project Repat's customer service "robots" (I don't know why ****** chose to refund $25 instead of $24.65, but that's what he did). I am still short the remainder of the gift card purchase that the vendor said he would refund -- I'm out $24.65.
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  ****

   

   

  Business Response

  Date: 02/10/2025

  The banks take 5-10 business days to process refunds. You have been refunded in full. 

• Initial Complaint

  Date:12/21/2024

  Type:Sales and Advertising 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.

  Purchase was made on Oct 24 for a t-shirt quilt order number: #*******. I have inquired three times about when the quilt will ship. I got one response saying sometime in January and then zero responses after that. I believe for the last 8 weeks the company has not made any progress on my order and was decieving about timelines. I would like a response with an update about the status of the quilt and a real time line that is reasonable or i would like my tshirts shipped back to me and a full refund.

  Customer Answer

  Date: 12/31/2024

  I have not heard from the business in response to my complaint.

  Business Response

  Date: 01/26/2025

  the quilt was shipped and delivered. Customer sent during a time when we were only making rush orders as stated in 5 different places on our site

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  The business site states 5-7 weeks for orders. It took over 10 weeks to receive the order. After three inquiries, I only received one auto generated response a bit of communication could have resolved this issue. The order was placed in October, and it was not clear this was a "rush only" shipping requirement. Quilt has been received but do not want to close the complaint as other customers should be warned of the lack of customer service and care. 
  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *********

   

   

  Business Response

  Date: 01/29/2025

  On the confirmation email, and in many places, the customer was notified that the quilt won't ship until after christmas

• Initial Complaint

  Date:12/03/2024

  Type:Sales and Advertising 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 full sized quilt on the last Thursday of November. I never received a confirmation from them so I could mail the shirts. I've done 3 other quilts with them and never had an issue. However, I've emailed them 4 times now for said confirmation with zero response and tried to call multiple times with only a busy signal. At this point, I'm also filing a complaint with my credit card company.

  Business Response

  Date: 02/20/2025

  We have responded to all the emails, you can keep emailing us, we always respond. 

  Customer Answer

  Date: 02/24/2025

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  Better Business Bureau:
  
  I have reviewed the response submitted by the business and have determined that the response does satisfy my issues and/or concerns in reference to complaint #********. I understand that by choosing to accept the business response that my complaint will be closed as resolved. 
  
  Regards,
  
  ****** *********

• Initial Complaint

  Date:11/20/2024

  Type:Product Issues
  Status:

  UnresolvedMore 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 prepaid for a king size quilt and shipping for a king size quilt. My daughter cut out and bagged 64 shirts, the amount needed for the quilt. We sent them in and heard nothing from this company till they wanted additional money for having to cut extra. The quilt arrived and it had 34 shirts on it and is still throw blanket. They never communicated any changes or issues or sent a refund. After multiple emails they have said they don't have the other shirts( apparently they lost them) and just decided on their own to change my order. Now they say they will refund the difference in the coat of the quilt, nothing about shipping. This was not the quilt we ordered or wanted. They carelessly handled precious memories of my daughters and lost them. They owe me a full refund of all costs or we will be contacting an attorney. This was such a horrible experience!

  Customer Answer

  Date: 12/01/2024

  I have not heard from the business in response to my complaint. They have processed 2 ****** refund,  but have not refunded me in full, including shipping and extra charges,  or returned the remaining 30+ shirts or issued any sort of apology.  

  Business Response

  Date: 01/26/2025

  we received less than the customer stated. And we also refunded her in full though it was no fault of our own.

  Customer Answer

  Date: 01/27/2025

  Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered. 

  I was not refunded in full. I've attached the charges they charged,  plus they required me to pay for shipping through them also.  This is not shown.  It is 100% their fault! I want everything refunded,  including shipping which was around 40 something dollars.  They know,  I had to pay through them.  

  
  Businesses and Customers should be civil, courteous and polite in their responses to complaints. It is important to remain professional and productive when participating in the BBB complaint process.
  
  FAQ
  
  Regards,

  *******

   

   

• Initial Complaint

  Date:12/11/2023

  Type:Order 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.

  My brother and I sent in 6 lap size quilts to be made on 10/23/23. Three of them we paid an additional $10 to expedite for Christmas delivery. We also paid Project Repat directly $138.00 for shipping. They advertize priority mail shipping. We both were told that we needed to pay additional fees at $8.01 to enlarge size of square. We each paid the addional fees and the first 3 quilts were returned within a week. They were NOT shipped priority mail instead were shipped to us back **** Ground Advantage. They offered this service. However, this cost was overcharged. It is only $9.00 each way. I have sent in 2 emails, the first was sent 11/8 and replied back by ****************** that this fee was a label we purchased through **** and that fee determined by them, not able to process any refund on postage. I sent another email again stating the prices I paid them were not correct. no response to that email. they overcharged (my credit card statement does NOT say ****) us $6 x 6 quilts. I asked for that to be refunded. I also would like the $30 expedite shipping costs to get the quilts back to us b4 Christmas. The other quilts came in a week later. SO all quilts have been received as of 11/17/23. I am happy with the lap quilts but their customer service is terrible.

  Business Response

  Date: 12/01/2023

  I'm glad you liked the blankets. We refunded $25 for the inconvenience. 

  Customer Answer

  Date: 12/04/2023

   
  I am rejecting this response because:
  I placed a total of 7 orders and paid for shipping. #*******, #*******, #*******, #*******, #*******, #******* AND #*******.

  They overcharged ** $9 per order on shipping. I still have the 7th quilt #******* dated 10/23 still to be shipped, I/we already  paid 

  for that shipping also. I don''t think $25 is enough. I also would like part of the $30 we paid extra for expedited shipping for Christmas

  delivery. They stress that  we will not get the quilts before Christmas, recommend the $10 per quilt to expedtite  and ALL 6 were received within 2 weeks.

   

  Customer Answer

  Date: 12/22/2023

  I have not heard from the business in response to my complaint.