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:01/23/2024

  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 hope this letter finds you well. I am writing to file a complaint against Auto Leather Dye regarding a recent product purchase.
  
  I contacted their representative on January 23, 2024 at phone number ###-###-#### to express my concerns about the product's performance, as the dye was coming off the carpet material that I had sprayed on the panel have been dry for 3 days. I use water to wipe over it and the dye is coming off the carpet panel.
  
  I reached out to them not to request a refund, but rather to seek a resolution to the problem.
  During my conversation with the representative,
  I inquired about the owner and requested that they send me additional product to rectify the issue.
  
  However, instead of addressing my concerns professionally, the representative responded in a rude manner. She claimed that I was using the product incorrectly and blamed me for the dye not adhering well to the carpet material.
  
  I explained to her that I had watched a ******* video tutorial before using the dye, but she continuously interrupted me and failed to listen to my explanation.
  I believe it is important to bring this matter to your attention as I feel the representative's behavior was unprofessional and unhelpful. As a customer, expected to be treated with respect and courtesy, especially when seeking assistance with a product issue. The representative's dismissive attitude and refusal to listen to my concerns left me feeling frustrated and unheard.
  
  I kindly request that the Better Business Bureau investigate this matter and take appropriate action to address the issue.
  
  I believe it is important for Auto Leather Dye to be held accountable for their representative's behavior and to ensure that customers are treated fairly and respectfully.
  
  Refund policy
  All unopened and unused products can be returned within 30 days for a full refund minus original shipping cost. After 30 days all returns will be charged a 15% restocking fee. No returns are accepted after 90 days.

  

  Business Response

  Date: 01/31/2024

  Hello!  I am Shawn, the owner of Luxury Leather Repair.  Please forgive my slow response to this message ** ** ******* ****** **** **** ****** *** this is my first day in the office in over 10 days.  After looking into the order and speaking with *******, here is my response.  First off, I do apologize if the customer felt the service given was not up to par.  I have spoken with ******* in regards to problem solving and making this better for "next time".  With our product line and selling leather dyes that are mixed to match worn leathers we do deal with color mismatches and delicate worn materials.  So I appreciate the  opportunity to make my team better.  The customer purchased Automotive Fabric/Carpet Dye.  This product is much different than an automotive leather dye that when applied acts as a coating or paint on leather surfaces.  With Fabric/Carpet Dye, the product actually absorbs into the fibers of the carpet and fully "dyes" them.  The application method for this product is simply just a spray bottle.  This allows for maximum penetration into the carpet fibers, as well as, the base of the carpet.  Fabric/Carpet Dye should be applied very lightly at a minimum of 2-4 coats for full coverage and protection.  This product in most cases will cure in less than 8 hours with a light coat of dye.  However if the product is over applied or sprayed to heavily, the cure time can take much much longer.  I believe this is the case with this particular situation.  Most people just want to apply it and get it done.  While this can be done, the product will not cure or react in the same way as if it were applied lightly.  In the case of over application, I have seen jobs take more than 2 weeks to fully cure as the product has not only saturated the fibers but also saturated the carpet base.  Without proper airflow and ventilation, it can unfortunately take quite a while to cure.  In this case, water will simply allow the dye to transfer to a cloth if wiped over the surface.  Its like wiping wet dye with a wet cloth, it will certainly transfer and possibly remove some depending on the curing stage.  I was out of the office last week and was not around to take the call immediately.  It sounds like we had a communication issue(on our end) in fully explaining the process to the customer to help solve the problem.  Fabric/Carpet Dye once fully cured is an OEM Quality restoration dye.  It also will become totally water proof once the product fully dries.   Fabric/Carpet Dye is one of our best selling products and the one we have the least trouble with.  In regards to the customers order, I have fully credited a refund to the customer and sent an email to the customer for confirmation.  I do apologize for the problem with the service and we will work harder to be better the next time around. The customer does not need to return the product and can simply throw it away if its not needed.  ThanksShawn

  Customer Answer

  Date: 01/31/2024

  I have reviewed the response made by the business in reference to complaint ID ********* and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
  
  Regards,
  
  ****** ********