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:10/15/2024

  Type:Delivery 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.

  Made an online purchase of white lab coats on 09/17/24 for which my credit card was charged. Many weeks went by without the order arriving. Called last Friday 10/11/24 to inquire about the status. Was told it would be looked into and that I would receive an email. Monday 10/14/24, hadn't received an email. Called again and was given the same response/story that it would be looked into and I would receive an email. I informed the staff to whom I was speaking that I would expect an email by the following morning; otherwise I would contact my credit card to dispute the charge for being charged for a product that I hadn't received. Tuesday morning, 10/15/24 - surprise, surprise ... still no email. I've contacted my credit card to dispute the charge. A customer shouldn't have to go through so much work to procure a simple order or to get answers to the status of the order. ******** customer service.

  Business Response

  Date: 10/15/2024

  This customer was notified of the backorder, due to the delay we have cancelled his order and issued a full refund. Customer is falsely accusing our company of fraud and leaving bad reviews on all sites. We ask that he refrain now that he has received his money, and he also received the email communication and chose to not reply. 

  Customer Answer

  Date: 10/15/2024

  Complaint: 22423185
  
  I am rejecting this response because:

  Direct Textile did not respond to any of my phone inquiries on 10/11/24 or on 10/14/24. They only began to respond AFTER I left a negative review on TrustPilot. It is convenient and disingenuous for Direct Textile to claim that they sent an email informing me of the back order, but it is noteworthy that they didn't send that email until AFTER I left a negative review on TrustPilot. So informing me of a backorder only AFTER a negative review is placed and only FINALLY calling me AFTER I left a negative review hardly speaks to appropriate workflows within the company. A customer should anticipate being notified of a backorder within days of the original order (09/17/24), not after leaving a negative review on TrustPilot on 10/15/24. There clearly are poor retail practices to allow a customer to place an order on their website for items not in stock, to then collect money for the order and then abandon the order and not respond to telephone inquiries. For Direct Textile to try to paint the picture as being responsive is just flat out false. Direct Textile provided a response to my posting on TrustPilot stating that they have refunded my credit card. I provided an update on my posting on TrustPilot which does not refute that they refunded me, but does refute the narrative that they are trying to portray that they kept me informed. Other potential customers have the right to know that they could suffer a similar fate. I have the right to post accurate information on any website about their poor customer service and twisting the narrative. Direct Textile would do better if they simply acknowledged their poor communication and apologized for their poor communication, which - for me - would have greatly diffused this whole situation.

  
  Regards,
  
  Dr. ******* *****

  Business Response

  Date: 10/23/2024

  This customer was fully refunded for the order refund receipt is attached. The customer service manager personally reached out to offer an apology on behalf of the company and explain the backorder process. 

  Customer Answer

  Date: 10/23/2024

  Complaint: 22423185
  
  I am rejecting this response because:

  The response from Direct Textiles: "This customer was fully refunded for the order refund receipt is attached. The customer service manager personally reached out to offer an apology on behalf of the company and explain the backorder process."

  1) I do not dispute that I was refunded.

  2) I do make a particular point that the ONLY REASON I WAS REFUNDED was that I posted a poor review on **************. Prior to filing the poor review, I had contacted Direct Textile by phone twice a did not get a response regarding my order. It does not meet ANY industry standard ANYWHERE to take a customer's money for a product, NEVER deliver the product, NEVER inform the customer that the product is on backorder and NEVER return the customer's phone calls. If ********************************************* would just take accountability and acknowledge their wrongdoing is this regard, I would be satisfied. They seem to be unwilling to say openly that they completely neglected to communicate with me regarding all the points I have just detailed. The way I experienced their "backorder process" was to be left in limbo, have my money be held on to, not receive the ordered product and not be communicated in any form or fashion - despite making several telephone calls for updates. 

  3) I must emphasize that I did not receive ANY return communication until I filed a poor review on **************. Any suggestion by Direct Textile that attempts to communicate about a backorder, update me on the status, or ameliorate the situation in any way prior to that date (of posting a poor review on TrustPilot) would be a complete falsehood.

  4) A common industry standard is to not charge a customer's credit card until the product is being shipped. I STRONGLY recommend that Direct Textile shift their practices to that approach.

  5) Direct Textile could diffuse this whole situation by simply admitting that they did not keep me updated on the back order, that they did not return my calls, that they did a poor job communicating with me regarding the status of my order. Anything less than that is insulting to me as a customer and won't be accepted and won't allow for resolution of this matter.

  
  Regards,
  
  Dr. ******* *****

• Initial Complaint

  Date:04/05/2023

  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.

  On March 21, 2023 I ordered a vest/tunic from this business online. order #*****. the total amount was $38.87of which $16.31 was the item and $22.56 was for the shipping. Altho the shipping was more than the item, I felt it was still a reasonable price that could have cost me $30 in a store. Upon receipt on March 29. i discovered the product fabric was not as described I was expecting soft cotton, and instead it was more of a tarp/canvas fabric. Also the item was too small. I determined the next larger size would be too large. I phoned the help line and was told my someone to request a return by emailing to info@direct textilestore.com. I asked if i could get a full refund and the man said yes. I emailed asking for return label to process return and I indicated I was told that I could receive a full refund. A return email came the next day March 30 and the writer said that I would not receive any full refund and instead I would pay the shipping amount again to return the item and i would have to pay a 15% restocking fee. I wrote back and indicated this was costing me more than the item and it was just not common sense to charge so much. this company deals in bulk selling of industry uniforms but offers individually sold for one. I pointed this out for them, that ONE item should not cost 15% to restock and that the shipping charge for receipt and for return is outrageous and does not make sense. I reiterated I wanted returned prepaid shipping label and full refund. I received an email back saying that's not how they handle returns. I emailed back indicating I would be complaining to higher sources of consumer protecfting since it HAS to be illegal to charge someone ORE to return item than the item cost. I received what I consider to be a flippant response by just sending me their "nonconsumer friendly long list of return policy explanation". I still want my money refunded and a no charge label sent to me to return this item.

  Business Response

  Date: 04/05/2023

  On March 29th 2023 we received an email request of return for this customer. We responded letting her know that we would gladly assist you with her return and also provided the link to our return policy that is listed on our website under return questions. Our website is www.directtextilestore.com The return policy is listed on our website therefore customers can view it before making their purchase. 

  The customer demanded that she receive a full refund and a free return label. Unfortunately that is not part of our return policy ************************************************, this was once again explained to the customer. She was not happy with this response and again insisted on receiving a full refund and free return label. Upon checking our recording phone calls we also do not have a record of the customer being told that she would receive a full refund. 

  On March 31st 2023 we emailed the customer the return instructions along with a RA#. 

  Customer Answer

  Date: 04/05/2023

  Complaint: 19897638
  
  I am rejecting this response because:
  
  Regards,
  

  .          he told me email address to make reqquest. i asked   --