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:12/23/2024

  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 two pair of pants on October 21, 2024.
  I received notice of shipping on October 29, 2024.
  I received the pants on October 31, 2024.
  After trying on the pants, they were too big, so I initiated return.
  I received a Return Authorization on November 1, 2024.
  I packaged the pants in the same bags they came in. I never wore the pants beyond trying them on.
  I mailed pants to the company on November 2, 2024.
  Company received the package on November 5, 2024. I verified such via **** tracking.
  I contacted the company multiple times (at least three, if not more), using its online chat and email mechanisms, inquiring about my refund. Each time I was told "they are busy, but a refund will come".
  It is now December 23, 2024 and no refund has been issued.

  Business Response

  Date: 12/30/2024

  Hello *******, I sincerely apologize for the delay in processing your refund. After reviewing the situation, we found that the delay was due to an error on our end.  The issue has been resolved and addressed with our customer service team. I’m pleased to inform you that your refund has now been successfully processed as of last week. You should see the amount credited to your account shortly. We understand the inconvenience this has caused, and we deeply regret any frustration you experienced. We truly appreciate your patience throughout this process and value your continued support. Please understand this is not typical of us. If you have any further questions or need assistance with anything else, please feel free to reach out. Thank you for your understanding.  

  Customer Answer

  Date: 01/03/2025

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Regards,
  
  ******* ****** 

• Initial Complaint

  Date:06/24/2024

  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.

  Purchased one dozen, 20 x 20 ice blue polyester napkins from TableLinensforLess.com. After receiving the product and being dissatisfied with color, I contacted the Help Center to initiate a return. I was contacted via email with the response that per their “Return Policy - published on our website
  
  "Not all items are returnable. Non-returnable items include:
  Table and household linens (bed linens, bath linens, tablecloths, napkins, skirting, chair covers, sashes, towels, etc.)”
  
  
  This information from their email does not match the information on their Return Policy on their website which states.. “Non-Returnable items are table linens; bed linens; bath linens; items under the category “Deals” which include but are not limited to clearance and irregular items. Additional items include decorated, altered, custom-made, or any customized item. See below for specific details and limitations that apply to all returns.”
  
  You can see that their quotation of the return policy in their email specifies napkins as non-returnable but the actual website does not, which appears as false advertising to me.
  
  I would like a refund of the cost of my order number.

  Business Response

  Date: 06/24/2024

  At Imperial Textile, we encourage customers to reach out with questions regarding their orders, especially when items are needed by a certain date.  Our customer placed an order for Custom Made Quick (CMQ) napkins in the color Ice Blue and selected Standard Flat Rate shipping.   A return request was first made on 5/27 stating the color was different from our website.  Per **** tracking, the order was not delivered until 5/28.  We denied the first request on 5/28 because they are custom made; we then received a second return request on 5/30 stating the shipping took too long and the color was not the same as pictured on our website. Our website states CMQ items typically ship within 3-5 business days.  Free or Standard Flat Rate shipping will be shipped by the most cost-effective option.  Customers are encouraged to reach out if they have a required in-hand-date and we can advise on the exact shipping option to help get their order on time.  This order shipped on time and unfortunately, we never heard from our customer to assist with shipping options to help meet their in-hand date. As our customer highlighted in a screenshot of our published return policy, “non-returnable items are table linens; bed linens; bath linens; items under the category “Deals” which include but are not limited to clearance and irregular items. Additional items include decorated, altered, custom-made, or any customized item.”  Table linens not only include tablecloths, but table runners, napkins, etc. as well.  The email she received from our Returns Department, is a only brief summary of the return policy on our website with examples of non-returnable items.  The particular napkin purchased is custom made and falls under non-returnable.  Please refer to the attached documentation. Our website also informs customers that colors may vary from how they are displayed on monitors and encourages them to order a fabric sample.  Unfortunately, our customer did not order a fabric sample nor reach out with questions. We did not hear back regarding the declination of the return for 3 weeks.  It was not until this past weekend, the evening of 6/22 when our customer requested to be refunded or she would file a complaint with the BBB.  The complaint was filed on the same day the email was sent.  We are a small business and closed on weekends.  Our hours are stated in emails to our customer. We apologize because we do like to provide a hyperlink to our website return policy in our replies and we have coached our new Return Representative.  To state we “falsely advertise” based on an email that gives a summary with examples of our return policy that is outlined on our website is an unfair statement.  The return request was declined on 5/28 and 5/30 because the napkins are a custom made item.   We are limited by our manufacturer's policy and unable to accept the return for these custom made items.   

• Initial Complaint

  Date:01/14/2023

  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.

  I ordered a chef’s jacket from them on their ****** ****** website in October. I had them embroider two logos in the jacket in white. When it came, there was only one logo and it was done in white and red. I had to send them an email telling them they messed it up. They sent me another one that was supposed to be the correct order, and they messed it up again. This time there were two logos but still the wrong color. I’ve had trouble getting them to contact me ever since. They have now stopped communicating with me. They have not sent my money back like I told them I wanted. It is now January 14th.

  Business Response

  Date: 01/31/2023

  We truly apologize for our mistake of not getting back to our customer.  Please understand, that is not typical of us.  Like many other small companies, we are experiencing staff shortages and we continue to hire and train so that we can meet the high level of customer service that we are known for.  Though this is not an excuse but more of an explanation of how this could have happened.  Our customer is correct, there were errors with the order and better communication should have come from us regarding the error and our policy and procedures.  We have fully refunded the customer for their original order and have reiterated our policy and procedures with our team members. 

  Business Response

  Date: 02/03/2023

  The original order was placed online and paid via ******.  The $7.95 additional location fee was added to the order at a later date however this fee was never invoiced through ****** and was not paid for.  The full amount shown in ******, $84.93, has been refunded.  No other form of payment was made for the $7.95.  If your records are showing something different than ********, please let us know. We apologize for any confusion this may have caused. 

  Customer Answer

  Date: 02/03/2023

  Better Business Bureau: 
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
  
  
  
  Regards, 
  
  **** ***** 
  
  
  I have sent screenshots where I approved for them to charge me the extra $7.95