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:11/09/2022

  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 have purchased 4 sets of sheets from Comphy for my personal use at a cost of over $200-$250 per set, in different colors. All of the bottom sheets and pillowcases have discolored and the change in fabric color will not wash out. The discoloration looks like a yellowing of the fabric to me. I contacted the company twice and they reported that my laundry practices were the reason the sheets are permanently stained. I wash my sheets with only hot water and laundry pods and not softener. This practice is not against the manufacturers recommendations. I offered to take pictures but they will not accept them.

  Business Response

  Date: 11/23/2022

  My name is *****, and I am the customer service manager here at ********************** and I am happy to assist.

  ******* reached out to us via email on November 7th about her linens that are staining. I had emailed with her personally back and forth, and then when she mentioned in her email that all of her linens were stained, I then reached out to her personally over the phone. Out of her 4 sets of linens that she has purchased, only one set is currently covered under our two year warranty, as the remaining three sets were purchased in July of 2020. 

  The set that is still covered under warranty is her king size silver blue sheet set as this was purchased in January 16, 2021. When I asked her for pictures for auditing purposes she stated that the linens were boxed up and that she would get the pictures to me when she had the time. I still have not yet received pictures of the staining issue of her king silver blue sheet set.

  The pictures that she submitted to BBB are of the white sheet set, and this is no longer covered under our two year warranty. Our warranty information is available on our website under FAQ, and then Warranty. The Comphy warranty only covers any defects in materials or workmanship in all products made from Comphys signature microfiber twill. Knits, blankets, throws, comforters and duvet covers made with micro-shantung or micro-satin shantung, pillow inserts, decorative pillows, saddles and towels are excluded. This warranty covers the first purchaser only.

  If ******* can submit pictures of the silver blue sheet set that is experiencing a staining issue, we would be happy to send her out a replacement. ******* can submit pictures to BBB or to myself directly at ********************************* I truly value ******* as a customer, and I am happy to assist her. I have policies and procedures that need to be followed before sending out replacements. This policy applies to not only our home customers, but also our *************** and wellness Spa's.

  Please feel free to contact me personally if you should have any further questions or concerns. I can be reached at ************* or *********************************