ComplaintsforStandard Textile Co., Inc.

• Initial Complaint

  10/23/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  This was my first time ordering from this company. I ordered 5 sheet sets. I opened one package of the sheets to feel the fabric. They are very itchy and heavy which contradicts their description. I reached out to the company asking to return them for a refund. I was told no that they were a final sale. I remember seeing on the item page that sheets could be returned for upto 90 days for ANY reason. So, I felt good about purchasing these from them knowing I could return them if needed. I sent another email and asked for a store credit. I was told no again. I don't see how they don't have to honor their return statement on the sheets I ordered. It is misleading to say the least. At this point, I would prefer a refund but I would still consider a store credit.

  Business response

  10/23/2023

  Dear *********

  We hope this message finds you well. Thank you for taking the time to share your recent experience with our consumer line, Standard Textile Home. Your feedback is genuinely appreciated, and we would like to address your concerns.

  We understand that you are a first-time customer and purchased five Linen Sheets Sets from us and that you initially reached out about requesting to return the product for a refund. It's unfortunate that there was confusion around the items you purchased being marked as “Final Sale”. We can understand how this would be frustrating, especially if you initially believed that you could return them for any reason within 90 days. Our intention is always to provide clear and transparent information to our customers.

  To clarify, items marked as “Final Sale” are offered at significantly reduced prices to pass on savings to our customers and to alleviate the concern around not being able to return these items. As stated in our return policy, “Final Sale” items fall under specific exceptions and are non-returnable. We understand how this can be disappointing, and we apologize for any confusion. Throughout the ordering process we do our best to make this exception clear by documenting the “Final Sale” language in the following places:

  1. In the event we are running a promotion on our “Final Sale” items, as was the case when you completed your purchase, we clearly post all “Final Sale” information on the Home page of our website. This can be seen in the attachment Sale-on-Sale****************************.
  2. All items that are non-returnable are marked ‘Final Sale’ in red on the product page. This can be seen in the attachment Linen-Sheet-**********************************.
  3. During the checkout process all items that are non-returnable are marked ‘Final Sale’ in red in both the cart and on subsequent checkout pages. This can be seen in the ********** *****************.
  4. Once the order is placed, an order confirmation email is sent to the provided email address and outlines what was purchased and all items that are non-returnable are marked “Final Sale”. This can be seen in the ********** *****************************.
  5. Our return policy is stated on the “Returns & Exchanges” page of our website and in the Customer FAQ section and states the following (this can also be seen in the attachment *********************** 
  “We are committed to ensuring your complete satisfaction with your Standard Textile Home linens. If, for any reason, you are not satisfied with any part of your purchase*, you have the option to return your items within 90 days from the date of delivery and receive a full refund of the purchase price. Please note any original shipping charges are not eligible for refund.
  
  *Final Sale Policy: Items ending in $.99 marked as "FINAL SALE" are non-returnable and cannot be exchanged. Additionally, we cannot accept returns or exchanges for the following items:
  • Digital Gift Cards
  • Circa Bed Wrap Fabric Swatches
  • Personalized Items
  • Third-Party Branded Items”
  

  Your satisfaction is important to us, and we appreciate your understanding of our position. While we cannot accommodate a refund or store credit for these particular items due to their “Final Sale” status, we value your business and are here to assist you in any other way that aligns with our policy.
  We understand that you are also not satisfied with the fabric feel and weight of the ***** ***** **** that you purchased and believe it to contradict the product description on the website. We feel that this is an area in which we can help find a solution. Linen is a more durable fabric than cotton and woven more loosely, creating a more breathable fabric for your bed. It creates a unique and stylish "relaxed" bedding look. Laundering will soften and relax the fibers as you are experiencing, and the more you launder the softer it will get. We recommend machine washing your linen sheets in warm water, then tumble-drying on low to medium heat. We hope that after laundering these products that you will be more satisfied with the fabric feel.

  If you have any questions or require further assistance, please do not hesitate to let us know. Your satisfaction remains a top priority, and we want to ensure you have a positive experience with Standard Textile Home.

  Thank you for choosing us for your purchase, and for sharing your feedback. It helps us improve our services, and we look forward to assisting you further.

  Warm regards,

  *******

  Standard Textile Home team

  Business response

  10/27/2023

  Hi *********

  I understand your continued dissatisfaction, and I'm sorry for any inconvenience this has caused. Unfortunately, we are unable to deviate from our 'Final Sale' policy. We do apologize for any confusion during your shopping experience, but we believe that we provided clear notifications that the items you purchased would be considered final sale and non-returnable.
  

  We make every effort to accommodate customer concerns before the product is shipped. However, once the product has been shipped, we are unable to make further adjustments to this policy.
  

  Thank you once again for sharing your concerns.

  Warm regards,

  ******* 

  Standard Textile Home team

  Customer response

  10/27/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ** ********* and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below and a copy of the item I ordered where it clearly states their return policy. The issue lies in their website misleading the consumer as to what their return policy is. The return policy listed on the item page conflicts with their response. Their luxury guarantee states clearly on the page of the item I ordered that a customer can return their purchases for ANY reason and within 90 days and DOES NOT state anything about final sales being an exclusion to . There should be an asterisk or "see exclusions"  included in that luxury guarantee. 
  
  Regards,
  
  ******** ********
  

*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. ↩