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Business Profile

Towel Wholesale

The Towel Depot, Inc.

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Towel Wholesale.

Complaints

This profile includes complaints for The Towel Depot, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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The Towel Depot, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 9 total complaints in the last 3 years.
    • 4 complaints closed in the last 12 months.

    If you've experienced an issue

    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:04/07/2025

      Type:Delivery 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.
      Ordered Towels for my health club over 3 weeks ago, still don't have them. Most of the time when I call nobody answers or they saw that they are out for delivery. I do not have a tracking number but my invoice number is ********. I have any noticed several poor reviews online about this company, wish I looked at that first!

      Business Response

      Date: 04/25/2025

      Order was already refunded

      Customer Answer

      Date: 04/25/2025

      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:02/24/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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.
      Place an order February 6, 2025 still have not received any merchandise for a tracking number. I called them to ask for tracking numbers. He toldme it would be here Friday then he told me that it had already been shipped out never received a merchandise or tracking number no communication at all

    • Initial Complaint

      Date:02/18/2025

      Type:Delivery Issues
      Status:
      Unanswered
      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 box of towels in November of 2024. As of end of Feb 2025, towels were still not received. Order status still shows 'Processing' on the website. I called and connected with customer service who acted surprised and told me they 'will contact the freight company'. After 20 minutes they came back saying there was a shipping error and they want to reship my goods. I just want my money back.

    • Initial Complaint

      Date:08/29/2024

      Type:Delivery Issues
      Status:
      Unanswered
      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 back in April 2024 and still have not received my order. I have called multiple times and was told that my order is in Florida and I should receive it in a couple of days. I also asked for a tracking number and was told it was going to be emailed to me, but never received any email. It is now August 29, 2024 and I still have not received my order or heard anything. I've been calling customer service and no one ever answers or returns my calls.

    • Initial Complaint

      Date:04/11/2024

      Type:Delivery 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.
      I have ordered from this Company on March 14th, and the order status still shows that it is "processing" I called about a week ago (beginning of April) and the person on the phone stated that the order was in Florida awaiting new paperwork and so he went ahead and provided them the paperwork and that it will be delivered in 2 days. It still has not been delivered. I have been trying to call customer service and there has not been an answer and no one responds to emails or voicemails.

      Business Response

      Date: 04/11/2024

      Hello, we've checked our end and resent the towels to you. I noticed the package was never picked up from our warehouse, and we apologize for the oversight. A new package has been dispatched and should reach you by next week.

      Customer Answer

      Date: 04/11/2024

      I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.When I called and talked to someone a couple weeks back I was placed on hold so that the person can talk to someone in the warehouse. Then I was told that the package is in FLORIDA awaiting new paperwork so it can be delivered, and that they redid the paperwork and my package would be delivered in 2 days. It has been over a week since then. So to say that the package was not picked up from your warehouse is a complete lie. If I do not receive my order next week, I will be disputing the charge from my credit card company. 

      Regards,

      ******* ******
       

      Business Response

      Date: 04/11/2024

      Hello Again, I've refunded you and cancel your order, Thank you for your patience.  

      Customer Answer

      Date: 04/15/2024

      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:10/18/2023

      Type:Product Issues
      Status:
      Unresolved
      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 online $257.14 worth of salon towels on September 20, 2023 and have not received the order (order #*****). I called the company on Friday, October 13, 2023 requesting shipment information as I had not received a shipment notification and the order showed it was “processing”. They immediately generated a *** shipment tracking number (******************) and emailed it to me and told me I would receive the shipment the following Tuesday, October 17, 2023. I have reviewed the status of the *** shipment several times and the status has been “Label Created”. Tuesday, October 17th has come and gone and the shipment status with *** is still “Label Created”. When I logged into my Towel Depot account on Wednesday, October 18, 2023 the order says it is "completed", however the status with *** is still “Label Created”.
      I have since disputed this charge with my credit card company. In addition, I have notified UPS’s fraud department that Towel Depot is using their system to give customers a false sense that their order is being fulfilled and shipped. I recommend NOBODY buy anything from this company.

      Business Response

      Date: 10/19/2023

      Thank you for your email. Initial shipment got damage while it was in transit, so we had to send another one. Customer was informed and we have sent the new tracking number as well. Package is in transit and will be delivered as committed. *** tracking number is: ******************

      Customer Answer

      Date: 10/20/2023

      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.
      Towel Depot is not being truthful when they say the product was shipped after the order was placed and that it was sent back due to damage. The business never shipped the product after I placed the order, and only created a shipping label AFTER I contacted them to find out the status. This company continues to mislead customers by; 1) Receiving orders and sitting on the order without any intention to ship, 2) When customer inquires about the order shipping status, they immediately generate a shipping label and mislead the customer by telling them the order will be received in a few days, 3) When the customer disputes the charge with their credit card company and/or files a dispute with the BBB, Towel Depot miraculously fulfills the order and responds that the order has been fulfilled. I have yet to receive my order.Towel Depot misleads customers and I would recommend NOBODY order from them. Anyone reading this response should read other online reviews.

      Regards, ******* ****

    • Initial Complaint

      Date:04/24/2023

      Type:Delivery Issues
      Status:
      Unresolved
      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 $212 worth of gym towels on December 30, 2022 and have not received the order. I e-mailed the company requesting shipment information multiple times and never receive a response. I then wrote through the "contact us" section of their website on April 4, 2023 and received a response that it had shipped, but they couldn't track the order because the UPS tracking code had expired. I was told they would look into it and get back to me by the next day. I have not gotten responses to any e-mails since then.

      When I log into my account the order says it is "processing", as it has since day one. If it shipped as they said it did it should have reflected as "shipped" or "completed". I never received a shipment notification or tracking number from the company.

      Unfortunately I assumed that there was a supply and demand issue as with many other items these days, but I now realize that is not the issue. Unfortunately, it is too late to file a claim with my credit card company.

      My expectations that were not met:
      1. Professionalism and a response from customer service when I reached out.
      2. Accurate order status when I sign-in to the website.
      3. An email when the order shipped with a tracking number.
      4. To receive the product I paid for.

      Business Response

      Date: 05/19/2023

      BBB spoke with the business and the following was relayed:

      Our system shows that the item was delivered.  The tracking number expires after 3 months.  Customers should contact us sooner with any issues and misuse their rights.  

      Customer Answer

      Date: 05/19/2023

      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.

      [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

      1. I never received the product. 

      2. I never received a tracking number, shipment notification or communication that my order had been completed. On the date I started this report with the BBB I checked my account with Towel Depot (again) and it continued to say my order was "processing". It never changed to shipped or delivered. According to what I could see online, the order was never shipped. I can no longer log into my online account. 

      3. I started contacting them on Jan 12, 2023 asking about expected shipments times. After several attempts and receiving no responses I went through their "contact us" form, and on March 30th received a response saying the order had shipped by they would look into and let me know the next day. After several more days and several more follow up e-mails I received no updates.

      From my perspective: they received my money and did not supply the product. I request either a refund or the product, though would prefer a refund as I have no faith in this company or their products. 


      Regards,



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








    • Initial Complaint

      Date:01/28/2023

      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.
      Placed an order for towels on December 16, 2022, charged 136.02 to my credit card immediately. They provided tracking for towels to be delivered within 5-7 business days. Tracking always showed pending pick up from shipper. Emailed and chatted online multiple times with no resolution. On January 3 they told me the towels were back ordered until February and asked if I wanted to cancel the order. I confirmed that I did and they told me I would receive a refund. It is now January 28 and still no refund.

      Business Response

      Date: 01/30/2023

      The refund has been issued from our side. Please check with your bank and let us know If you need any document. 

      Customer Answer

      Date: 01/30/2023

      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.   Wish I would not have had to file a complaint with my credit card and BBB for the company to follow through on their commitment of a refund. 

      Regards, 

      *** ******* 

    • Initial Complaint

      Date:10/12/2022

      Type:Product Issues
      Status:
      Answered
      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.
      An order was placed to this company on 09/13/2022 for a total dollar amount of $107.59 after shipping charges. We received an email on 10/03/2022 with a *** tracking number for the shipment. However, I noticed on the invoice that was attached to the email it stated that the shipping charges were $37.60 via *****. First red flag. I tracked the number that I was given with *** and all that it said was "Label Created." I called and spoke with "Jimmy" on 10/07/2022 and he explained that the order had been on backorder (we were never made aware of this) and that he is showing a delivery date of 10/11/2022. He assured me that the towels would be delivered then. The towels did not show up, and I called again on 10/11/2022 to let him know that both ***** and *** had already made their stops with no towels. He said that they should be there today (10/11/2022) to just wait. I waited all day yesterday (10/11/2022) and no towels ever arrived. I called this morning (10/12/2022) and spoke to someone and explained that if we didn't receive the towels today that we wanted a refund. He said that he was going to place me on hold and check with the warehouse. I waited on hold for 30+ minutes until it finally hung up on me. Now, whenever I call, I can't get anyone at all. At this point, we don't want to do business with this company at all and expect a refund in full. Order #*****

      Business Response

      Date: 10/27/2022

      This order was shipped and the customer was informed with the tracking number. It has been delivered already 2 business weeks ago. It was signed by the customer on delivery. *** tracking number is : ******************

    The Towel Depot, Inc. is NOT a BBB Accredited Business.

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