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:03/06/2025

  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 am filing a complaint against CV Linens regarding an order for 35 drapes, which I returned according to their return policy. On December 7, 2024, I placed an order for 35 drapes totaling $947.23 (including tax and expedited shipping). Before ordering, I confirmed with the company that I could return opened items as long as they were undamaged. I ordered extra drapes to ensure I would have enough for my event, knowing that I could return unused, undamaged items, and I reconfirmed the return process before sending them back.After receiving the package on December 14, 2024 (a day later than expected), I had to make alternative arrangements for my event, because the products did not arrive on time. I returned 33 of the 35 drapes, following the return instructions and packaging the items as received. The return total was $825.99. Despite confirming the return policy, I encountered issues with my refund.CV Linens later claimed some items were damaged. I explained that the items were unused and couldn't have been damaged, but I offered to take the lost on the ones that they claimed were damaged, as I had no proof that the damage didn't come from me. CV Linens still refused to refund me for the non-damaged items and sent all 33 items back to me. When I received the return, the items were poorly thrown into the box and out of the original packaging I returned them in. Three items appeared damaged, but the rest were undamaged. Some items, still in their sealed packaging, had not been opened, supporting my claim that I returned them in accordance with the policy.Since I followed the return policy and was told that opened packages could be accepted, I am requesting a full refund for the non-damaged items of (30 drapes at $22.99 equaling $689.70 + tax). I have photographic evidence of the damaged items and the discrepancies in their claims. I would appreciate assistance in resolving this issue and obtaining a refund for the undamaged items.

  Business Response

  Date: 03/18/2025

  Hello,
  I'm very sorry to hear that your return was refused.
  
  After looking into your order, I see that our ************* Team made an exception to approve the return of the 33 opened drapes, and offered a courtesy pre-paid return label due to a delay with the shipping carrier. Please understand that this was an exception, as we normally cannot accept returns when all packages have been opened, and items must show no signs of use or damage. We apologize for any inconvenience this may cause and appreciate your patience regarding the delayed delivery.
  
  Upon receiving the return, our ***************** inspected each item to ensure it is in restockable condition and matches its original state upon shipment. During this inspection, they found noticeable stains and what appeared to be food residue on the opened drapes. As a result, our ************* Team contacted you to explain that we could not accept the return and offered to return the package to you at our expense. Due to items being returned and delivered to you we are not able to issue a refund for the items.

  We understand your frustration and sincerely apologize for the inconvenience you experienced. Please don't hesitate to contact us directly if you have any further questions.

  Customer Answer

  Date: 03/20/2025

  Complaint: 23032143
  
  I am rejecting this response because:

  I want to clarify that I don't consider the exception made by your CV Linens as a favor. When I initially called your customer service before placing my order, I was explicitly told that I would be able to return the items if they were opened. Based on that information, I proceeded with the purchase, due to the fact that I knew I was ordering extra items, not knowing how much I would need, trusting that the return policy would be honored. So the package arriving late, has nothing to do with my return because I was informed of this before even making a purchase. Furthermore, as I also previously stated, I have reviewed your return policy and it does not state anywhere in that policy that opened items are not accepted. I am attaching a copy of the policy for your reference, as I believe it supports my position in this matter.

  After receiving a phone call from CV Linens, stating that they are rejecting my return, I explained that I had not used them and did not understand how they could have been damaged. Since I had no pictures or proof to support my claim, I offered to take back the damaged items, even though I had not used them, in the hope of resolving the issue. I want to make it clear that I would never return visibly damaged items to a company (based on your photos), but at the end of the day, my intention was to address the situation fairly and in good faith, and I would've took the loss on those items.

  Additionally, Ive noticed that while multiple pictures of damaged drapes were sent to me, upon receiving the returned package, it appears only 3 items are damaged at multiple spots. It seems that your team has taken several different pictures of these same 3 items in an attempt to make it appear as though multiple items are damaged. This has made the situation seem worse than it actually is, and I believe this misrepresentation is unfair.
  
  As I have previously stated in my initial complaint, you returned the items to me in an unacceptable manner, except for the ones that I had returned non-opened in their original sealed packaging. Majority of the items were not packaged in the same manner I had sent them back to you in, the items were out of their packaging, and were thrown into a box, in which the box wasnt even properly sealed. 

  What is really disturbing me with the company is that you won't refund me for those that weren't damaged, and especially those that were in their original sealed packaging, as they are in perfect condition and should be eligible for return based on the information I was given prior to my purchase. The fact that this return was then refused due to the condition of the items is what is completely mind boggling and frustrating because NOT ALL of the items are in this damaged condition that you guys are portraying.
  I look forward to your prompt response and hope we can resolve this situation fairly.

  
  Regards,
  
  ***** Israel

  Business Response

  Date: 04/07/2025

  Hello, 

  At this time we will not be able to offer a resolution due to theitems no longer being in our possesion and a current Chargeback (dispute) on your order. Due to the chargeback, we must wait for the conclusion of the bank's decision. If you have any further questions please feel free to contact our ************* Team.  

  Customer Answer

  Date: 04/08/2025

  Complaint: 23032143
  
  I am rejecting this response because: there is no open dispute with the bank at this time. The credit that the bank issued to my account was recharged 2/26/2025. The items are not in CV Linens possession because they were sent back to me. I have no problem returning the undamaged items to CV Linens to receive a refund so that this issue can be resolved. 

  Thank you.

  Regards,
  
  ***** Israel

  Business Response

  Date: 04/11/2025

  Good Morning,
  

  Following a review of your order, we have been notified as of April 8th that the chargeback has been resolved. To that end, our ************* Manager has attempted to reach out to you to assist you with your return. Please contact us at your earliest convenience so that we may discuss a resolution. Thank you and have a great day.

  Customer Answer

  Date: 04/15/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ******** and find that this resolution is satisfactory to me. The business has reached out to me, and in an attempt to resolve this case, they are accepting the non-damaged items, back into the opened packaging that they returned the items to me in. Once they receive the items, and I am refunded, this issue will be resolved.
  
  Regards,
  
  ***** Israel

• Initial Complaint

  Date:03/24/2023

  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 purchased some table covers, overlays and chair covers and chair ties. When we began to set up for the event we only had 8 of the overlays with a gold and burgundy missing. We also was missing half of the chair ties. 12 gold and 12 burgundy ties were missing.

  Business Response

  Date: 04/04/2023

  Good Afternoon. I are sorry to hear that you did not receive a complete order. I was able to have my Resolutions Team review your order and concerns regarding not receiving your full complete order. I am happy to see that they were able to contact you regarding the missing items that you did not receive and create a replacement for you. If you have any further questions please feel free to contact us directly at ************. Thank you and have a wonderful day. 

  Customer Answer

  Date: 04/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *****************************