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:09/23/2024

  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 170 yards of natural pile fleece fabric and 200 yards of denim pile fleece fabric from Draper. The goods came three months late damaged (lines, holes, bare spots, large caterpillar like spots etc.), averaged about 3 yards less per roll than I was charged and differing widths. To fund my business I sold my goods by pre-order and had to cut the goods as best we could so that I could at the very least ship the pre-orders. Unfortunately some of the damages made it into the production and customers are asking for returns. I want a refund for the damaged goods, difference in width, the yardage short shipped and to be compensated for a new marker I had to have printed. Draper is incredibly slow to respond and take responsibility. It has been a nightmare working with that I wish would end so we can all move on. My business will not survive this.

  Customer Answer

  Date: 10/04/2024

  I have not heard from the business in response to my complaint. I have heard from the business, they take partial responsibility but have yet to issue a refund or any compensation. They said they would be informing their lawyer. I'm not sure for what, they are paid in full. I didn't short ship them damaged goods 3 months late and could never afford a lawyer to defend myself. 

  Business Response

  Date: 10/11/2024

  Dear Better Business Bureau,

  We have uploaded a number of files regarding this complaint.  The customer has also contacted **************** and they have issued us a notice of charge back, the letter attached is the response to this.  This letter details the issues that have occured and Draper's responses to these when Driftless Goods brought concerns to our attention.   We have been working with this customer to come a to an agreed upon solution since July, however we have not been able to agree on one of the issues, and Ms. ****** said she would contact the Better Business Bureau for a mediator to help us resolve this.  That is when we received this complaint notice from the BBB.   There is an additional file that accompanied our response to **************** that has not been uploaded here, that is exhibit E referenced in the letter.   The system will not allow me to add another file to upload.   Happy to supply that file another way if that is possible. 

  If you have any questions or need additional information after reviewing the attached files please do not hesitate to reach out.   My email is ********************************************************* and my phone number is ********************** or you can contact ******* Draper at ************************************************************************ and she can be reached by phone at *********************.  

   

  We look forward to resolving this matter quickly, this is the first complaint to BBB, Draper has received in the 167 years the company has been in business. 

   

  Sincerely,

  ******* *. Pollack 

  Safety Products Manager- Draper Knitting Company 

  Customer Answer

  Date: 10/15/2024

  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. 

  We have come to an agreement about part of the refund since July 2024. I cannot attach the latest email confirming that, but copying it here.

  From ******* Draper, ********* Of Draper, "As ******* confirmed with you, we have already agreed (per many back and forths with you and *******), to credit you

  $1702.24 for the new marker, the amount short shipped (made in good faith) and the width difference." September 25th. 

  Zero dollars have been sent my way.

  They offered a 20% discount for the damaged goods and I counter-offered 40%. The goods should never have passed inspection as can been seen in the photos I have attached (I wanted to attach more but your website isn't letting me?). In addition, the yardage they said they sent is not adding up and there is about 94 yards missing of one of the colors. The packing list had total yardage but not yardage per roll. The rolls have stickers on them but the yardage listed did not correspond with the actual yardage of the roll. 

  I shipped back rolls, sent photos of damages (in the textile and that unfortunately made it into garments) and a bag of pieces that had to be cut out. I have heard nothing.

  They have been pre-paid since January, they shipped goods 3 months late and I have seen zero compensation - they have zero sense of urgency and have taken zero responsibility. They prefer to blame me or my cutter?! 

  I am asking for $4625.54 total. Approximately $1900 more than they had offered. ******* said she was going get her lawyer involved. Lawyers cost at least $500/hour. The fact that she'd rather pay a lawyer than the small business owner she owes is just vindictive.

  
  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: 10/21/2024

   On September 25th, our customer sent an email that included the following statement, Our communication is not effective, we are in agreement about that. A free mediator can help both of us. 

  
  The customer indicated she would be reaching out to the BBB to provide such mediation service.   In turn Draper Knitting received and responded to complaint #******** filed by the customer with the ******************** believing this was the start of the mediation process.   Drapers response recapped the situation from Drapers side, it was not intended to be a new offer to the customer, but rather to provide information that a mediator would need to review before providing input.
  The customer responded with a  rejection of the information supplied in our response, which was unexpected as there had not been any communication regarding next steps, a timeline or clarifying questions from the BBB that would be expected in a mediation.   Once Draper received the latest response from the customer, ********************** contacted the BBB. The BBB informed Draper that they do not offer mediation.  The BBB representative stated they will not put forth a solution or comment on what either party is entitled to or how they should handle the situation.     

  
  When asked, the BBB confirmed, instead of the back and forth between the customer and ********************** via e-mail, the communication was now taking place on the worldwide web and that any communication regarding the BBB compliant in this forum was public.  Given that Draper was told by our customer that this was a mediation process,and that Draper had no intention of taking this dispute public, Draper will no longer be responding to the customer on this forum.  As the customer stated back on September ******** communication is not effective to resolve this situation between the two parties alone, a neutral third-party mediator or other solution is needed.  

  
  The agreed upon amount of $1,702.24 has not been paid out due to a separate pending request our customer submitted to **************** for a charge back of $10,300.  This amount is nearly the entire value of the customers order,($11,059.95) including fabrics that are not part of the dispute. 

  
  Draper will be looking for other appropriate options to resolve this situation.   

  Customer Answer

  Date: 10/25/2024

  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. 

  There is no reason why the $1702 you have agreed to reimburse me needs to be withheld. I have been waiting since July 2024. It was my understanding that the BBB would provide a mediator. I have never had to do this before. I did not ask for a full refund from Amex - I'm requesting the same amount I counter offered in July which is $1900 more than you offered and a fraction of the financial damage you have caused. If Amex refunds me, you can re-invoice me with all the credits. 

  
  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,

  ********