ComplaintsforHancock's Of Paducah

• Initial Complaint

  04/05/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Order Date: 3/20/2023 Order number *******  9 yds ******** ********* ******* **** ***** ********** White @ $4.99 a yard, w/ 20% discount. The photo had a slight pattern which is what I need. I expect to receive what the photo shows. That photo clearly showed a pattern. What I got was plain white & did not match the photo. I called HofP that its the wrong fabric. They said they its not, & the error was mine. That the title says “solid.” I should’ve based my purchase on title, not image. Agent could see the pattern I saw but still my error in buying based on photo and not title. The return policy is to return fabric but that I pay to ship. She offered another 20% discount on the fabric (which would be around $7) but I don’t want the fabric. It’s not what I need, & in addition the quality’s awful. I suggested that we split the shipping cost. This was refused. I asked the agent if I could speak to someone else & was txfrd to voice mail. I left message. 2 days no call so emailed Pres of HofP, ****** ******** Explained what happened & including a photo of the fabric depiction. Reply was that they had sent me what I ordered & I was responsible for ship $. This is an unfair practice & assessment of blame. Here are several examples of why it would be impossible for me, the customer, to base what I am getting solely on the description & shows why I shouldn’t be the sole bearer of the responsibility to decipher what the definition of “solid” means in a description. Some listings that say solid/show solid, & some listings that say solid/show not solid. ****** ******* ********** SOLID *********** * title says its a solid, photo shows a solid. ****** ******* ******* **** ****** ***** ***** - title says its a solid, photo shows its a solid ******* ******* ********* ****** **** ****** **** - title says its a solid, photo shows it has a pattern **** ***** **** ******* ****** ***** **** ***** - title says its a solid, photo shows it has a pattern This is NOT my error!

  

  Business response

  04/05/2023

  I received *** ********* complain regarding the solid fabric that she ordered on 4/3/2023. I took a look at the web site listing. On the product listing, we use the term "solid" three times. I have out lined the use of the very descriptive term "solid" on my attachment. The image does not show any pattern. It is a solid fabric. I responded to ***** complaint explaining these facts. I explained that we have a generous return policy whereby she is welcome to return any fabric that does not meet her expectations. She is responsible for the cost of returning the merchandise. We have many customers who choose to return fabric for one reason or another. They pay the return shipping and we either credit their original method of payment, or, we execute an exchange. I do not plan to make an exception in this case. 

  Customer response

  04/06/2023

  
  Complaint: ********
  
  I am rejecting this response because: There 100% is a pattern on that image listing. Unless you have edited by now. I don’t care how many times you say solid in your listing, just like the other listing examples all say solid also, but have patterns. It should not be up to the consumer to decipher whether the image, or the listing is accurate. However, I had felt that it would be fair to both of us since we both felt that we were not an error, to split the shipping. But that was still not acceptable to you. Yet you were willing to offer me an additional 20% back. Either way the cost is relatively the same to you. Why are you willing to offer me 20% off and yet not spend the same amount on shipping? This is 9 yards of fabric you are completely going to be able to resell it.

  But again, my stance remains. It should not be up to the consumer to decipher whether the photo or the title is the accurate part of the listing. It should be clear to the consumer what we are purchasing. There IS a design on that listings photo. I now know it must be a distortion in the photo and not a subtle pattern, but that was not something that was clear when I made the purchase.  Maybe you should add that to the listing as well.

  
  Sincerely,
  
  *** *******

  

  Business response

  04/07/2023

  We will not alter our return policy for *** *******. Return shipping will be her responsibility. 

  Customer response

  04/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I am not asking the company to alter the return policy, I am asking them for to take responsibility for their error.
  
  Sincerely,
  
  *** *******

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