Complaints

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• Initial Complaint

  Date:03/10/2025

  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 rented numerous table cloth linens for a Wedding Reception from Supply Event Rental on November 1, 2024. One of the sizes that I rented was 8 - 90" x 132" rectangle black linens for 8 rectangular tables. As stated on the invoice, these were supposed to be rectangle in shape. However, when I went to put the tablecloths on the table, five of the table cloths were circular not rectangular. I laid aside the circular table cloths thinking I was unable to use them. I was limited on time and did not have time to deal with them and fortunately the venue I was using had some rectangle table cloths that I could use. I returned five table cloths unused and discussed with someone in charge about a refund and was abruptly told "no" and that I could have used the circular ones on a rectangle table. I later followed up with a phone call and was still told "no". My husband also called to talk to them and asked them to return his call and they never did. I think, when the invoice clearly states that the table cloths would be rectangle in shape, I don't know how I was to know that they hadn't made a mistake and sent me the wrong tablecloths. I respectively think I should have received a refund. I am asking for a $125.00 refund - 5 circular tablecloths @$25.

  

  Business Response

  Date: 04/24/2025

  We’re sorry to hear that the customer was unhappy with her linen rental, but in this case, the issue appears to have been due to a misunderstanding on the customer’s end.
  The customer did, in fact, receive all 8 rectangular linens as ordered. Each linen was labeled accordingly on the outside of the bag, and each item also had a tag sewn in indicating the size and shape. The linens have rounded corners by design, which allows them to drape more smoothly over tables. However, with a bit of adjustment, it is clear that one side is longer than the other, confirming that they are indeed rectangular.
  Upon return, 4 of the linens had not even been removed from the bags or taken off the hangers, and these were verified to be the correct rectangular linens.
  When the customer returned the items, she was informed that we would inspect them and follow up if any discrepancies were found. As noted in both our rental contract and a reminder email sent the day before the rental, our policy is as follows:
  "If an order is incomplete, damaged or otherwise not in accordance with the rental agreement, we ask our customers to notify us immediately. One must either speak with an associate of Supply Event Rentals, text or leave a detailed message to include contract & order information, as well as the issue with the rental order. Unless a discrepancy is reported at time of delivery/pick up or shortly thereafter, the replacement of equipment due to shortages (or breakage) will be charged to the customer at full replacement cost."
  No issue was reported at the time of pickup or shortly after. We were only made aware of the customer’s concerns upon the return of the linens, at which point she requested a refund. However, since the correct items were delivered and the terms of the rental agreement were upheld, a refund could not be issued.

  Customer Answer

  Date: 04/24/2025

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I still feel that adding circular table linens instead of rectangular and not informing the customer was short sighted.  The reason I did NOT take 4 linens off the hanger was because after dealing with other non-rectangular tablecloths I checked the edges before taking removing them from the hanger and did not mess with them if they were circular.  Also, I did check EVERY label to make sure I had the correct linens and the label was correct for what I wanted.  It may be clear to someone that deals with linens everyday that the circular ones were going to work on a rectangular table; however, when doing preparations for a wedding reception when things are hectic, it may not appear that way to the customer.  I think even a partial refund is warranted.
  
  
  
  Sincerely,
  
  
  
  **** ******

  

  Business Response

  Date: 05/12/2025

  We checked this customers order in when she returned, she did in fact receive all of the correct sizes of linens.  She claims that 5 of her rectangle linens were round, they were not.  They were rectangle with rounded corners, 4 of these linens were returned still on the hangers in the original plastic wrapping.  All linens are bagged with the same size linens, each on was labeled in addition to each linen having a tag sewn in.  They assumed they were round but never actually placed them on a table.  Our contract states that we must be notified of an issues shortly after picking up from the warehouse or after delivery, customers also receive an email the day before with pick up instructions and other helpful tips, this email also states: “If an order is incomplete, damaged, or otherwise not in accordance with the rental agreement, customers must notify us immediately. Contact us via phone, text, or by leaving a detailed voicemail including your contract and order information. Unless reported at time of pick-up (or shortly after), shortages or damages will be charged at full replacement value.”  This client did not notify us until she returned on Monday.  I do not feel that it is fair to me to refund her for this order when she did get everything that was on her contract, and she did not follow instructions to notify us.  If she had received an incomplete or incorrect order, I would have issued a refund.