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Business Profile

Online Retailer

Riley Home

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

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

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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:06/27/2023

    Type:Product Issues
    Status:
    Resolved
    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.
    On May 29, 2023, I ordered three items from Riley home on final sale - a fitted sheet, a flat sheet, and pillowcases. Without warning, Riley canceled the flat sheet on June 6 at 8:47 am ET, then sent me an email saying my "order was ready to go" with just the fitted sheet and pillowcases on June 6 at 9:06 pm ET. When I received the order, I tried to start a return request but could not because they did not allow that with final sale items, which makes sense. However, since they canceled part of my order and did not hold up their end of the sales agreement, I reached out to them on June 15 at 5:50 am ET, saying that I intended to get a complete set of bedclothes and not the partial ones they sent, and, thus, how I could get a return/refund processed. They sent me an automatic response saying "Hi [name],Thank you so much for reaching out to Riley!You just missed us! We are open Monday - Friday, 9 AM - 5 PM EST. We promise to get back to you as quickly as possible upon our return.Warm regards,Riley"They did not get back to me, and I sent a follow-up email on June 18 at 1:10 pm ET. However, I am still waiting for a response from anyone at Riley. I only need their fitted sheet and pillowcase with the flat sheet because I sleep with the complete bedclothes and do not want to mix and match different sheets to make my bed completely. Therefore, since they did not hold up their end of the sales agreement, I would like to return their sheets, which are still in the original packaging. Frustrated by their total lack of response.

    Business Response

    Date: 07/14/2023

    Hi ****** thank you so much for providing us with your feedback. We are happy to help resolve this matter and clear up any confusion. In reviewing the email chain, we had responded back to your original email on 6/15/2023 at 9:02 AM EST with return instructions along with a complimentary return label to return the items to us at your convenience. On 6/18/2023, we received another email from you stating that you were following up on the returns process. We then emailed you back on 6/19/2023 at 10:04 AM EST and let you know that we had replied to your original email and again forwarded the return instructions as well as the complimentary return label to you at your email address ************************** We have attached the email chain as an attachment. We are terribly sorry if you did not receive the emails that were sent as they may have been routed to your spam folder. We have since followed up with you via email on 7/14/2023, in light of this issue, with the return instructions and complimentary return label. Please let us know if you have any additional questions or concerns. We are here to help and appreciate you taking the time to share your feedback with us.

    Customer Answer

    Date: 07/14/2023

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID ********. I would like to send the following to the business:

     Thank you for sharing the email history. I did not get those responses, and they were likely routed to my spam folder. You noted that you have followed up with me on 7/14 with a shipping return label. I, unfortunately, cannot find it in either my inbox or spam folder. Could you please attach the shipping and return label here (as I was able to view the .pdf file you sent here)? 


    Sincerely,

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



     


Riley Home is NOT a BBB Accredited Business.

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