ComplaintsforTote Bag Factory

• Initial Complaint

  08/23/2023

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed 3 separate orders with the Tote Bag Factory for custom tote bags and paid in full for all orders at the time of the order.May 10, 2022- Order ****** for ***** custom totes- no issues June 27, 2022- Order ****** for ***** custom totes at a rate of $4.12 per bag ($37,080/9000 bags)- **** tote bags arrived damaged and unusable; Weston ***** is owed $22,248 July 28, 2022- Order ****** for ***** custom totes at a rate of $4.12 per bag ($37,080/9000 bags) - Weston ***** received 2,592 out of ***** totes in acceptable condition. But two pallets arrived damaged and unusable, and were picked up by the freight carrier/returned to vendor; Weston ***** is owed $26,400.96 Total owed to Weston *****: $48,648.96 *** stated that our June ******************************** August 2022. The order was broken up into two separate shipments. Though the first half of the shipment arrived intact in August, the second shipment of two pallets was delivered, without warning, without tracking information, and without confirmation of delivery, over the Labor Day weekend (September 2022). Because we had no warning of the delivery, the pallets remained outside during the holiday weekend, in heavy rain, for multiple days. When our operations resumed on Tuesday, September 6th, we discovered that none of the **** bags were salvageable due to mold. On September 7th, we reported the unusable bags to the *** (within their reporting window). Our July 2022 order was still outstanding. We directed *** to deliver the order in January 2023. 1 pallet was delivered on April 19, 2023 (arrived late but in acceptable condition). The remaining 2 pallets did not arrive until May 1, 2023, and they were damaged and unusable. *** arranged pickup for these two pallets.Despite multiple requests and more than a year of communication regarding their service, *** has never refunded us for the thousands of damaged tote bags.Weston ***** requests a refund of $48,648.96 for the damaged totes.

  Business response

  02/02/2024

  We issued a refund and settled with this customer so their claim has been resolved.
  

  
  

• Initial Complaint

  05/09/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  May 1, 2023 Total: ***** Order #****** Ordered 10 tote bags 3 arrived with only one handle. When the issue could not be corrected in time, I requested a prepaid shipping label to return all bags with a refund that included my original shipping costs due to only returning because the product was defective (some of the bags were constructed with only 1 handle). They will only provide a return label for only 3 bags and not the entire order. If I attempt to return the entire order (because only having 7 out of 10 bags makes it useless), they will force me to pay an additional $14.95 in shipping. The only reason these need to be returned is due to receiving a defective product.

  Business response

  05/18/2023

  Hi There,
  
  When the customer initially contacted us, informing us that the handles were missing from  three bags, we created a replacement order for the three bags at no additional cost. However, the customer after  decided not to proceed with the replacement and requested a refund instead. Consequently, a refund was issued for the three bags. Currently, as the customer intends to return all the bags, a complimentary return label has been provided. Once we receive the bags from the customer, a refund will be processed accordingly.
  
  Best Regards

• Initial Complaint

  01/30/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this company and received the product very quickly. I read the reviews and there seemed to be no issue with the product, however when I received it the bags were of extremely low quality. The fabric that was used is so this it is see through. I contacted them about getting a refund on the product because it was of low quality and they told me that I could ship it back to them and get a refund, but that I would have to pay another $15 in shipping cost. I spoke with my husband who works for the postal service and he said that I shouldnt have paid more that $8 for shipping in the first place based on where we are located and the weight of the box, and that they probably collected money personally by saying the shipping fee was $15 in the first place. If I do ship the item back to them the price of the shipping will be more than what the product was ever worth. I am still waiting to hear back from the company if they will even allow me to return the product, otherwise I am out the $45 I spent on actually getting these items. I would like for the company to issue me a full refund without having to incur any additional charges on my side.

  Business response

  02/06/2023

  Hi There,
  
  
  We informed our customer as below.
  
  We are sorry that you are not satisfied with the tote bags you have received. As stated on our website, the item you have received is made out of 4oz cotton. Please note that you may return any product in 30 days of the purchase if you are not satisfied with. The fees in the return policy are as I have stated in the attachment. You may also view the details at the link below.
  
  **********************************************************
  
  
  
  

• Initial Complaint

  10/26/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered 48 bags to be used as gifts for my daughter's wedding guests. When they arrived, they smelled very strongly of mildew. I tried hanging them outside, hoping that the sun and fresh air would eliminate the smell. It did not. I also tried a couple of other ways to salvage the bags, to no avail. There was also visible mildew on several of the bags. I contacted the company and they eventually agreed to accept a return, although they tried to tell me that the smell was normal. On September 28, 2022, I received an email confirmation that the return was received. The email said "We received your return items of RMA# 7E325Y9B. Email will be sent to you once the refund process is completed." I assumed it would take a little time to process the refund and followed up with the company and received this response on 10/12/22 "Please let us inform you that your refund will be provided just after our department examined your order. However please be also informed that it may take 7 days for you to receive the refund depending on the bank process." On October 25th, I emailed and got this response "Please let us inform you that we have reached to the relevant departments and we have been informed that we have sent a replacement for this process depending on your require. We sincerely hope that this information is helpful. Please let us know if you have any further questions, we are happy to help!"At no time did I request replacements. At no time did they say that the resolution to my return would be replacement bags. Today, I received notification that a new order has been delivered to my address. I do not want these bags and, in fact, can no longer use them. I want to be refunded as the company stated on multiple occasions.

  Business response

  11/01/2022

  HI There,

  When the customer opened a claim on our returns center, they requested a replacement. Therefore we sent the replacement items once we received their return.
  Then our customer requested a refund for the replacement order and we provided a prepaid return label, we will issue a refund once their return comes back to our facility.

  Best regards

   

   

• Initial Complaint

  10/29/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Very Misleading when it comes to a return, paying for return twice on product. Damage product and a restocking fee that was told when speaking with STAFF....NEVER WAS TOLD. Also Speaking with a MEMBER STAFF in ordering new PRODUCT and that should have been told at the **** OF NEW ORDER. Feel that MONEY WAS STOLEN from ME! That wasn't told. LITTLE fine PRINT! Paid $37.90 and only refunded $7.79... Money Stolen!!!!!

  Business response

  11/01/2021

  Hi *****,

   

  According to our return policy; Customers can return the items they purchase within 30 days. They create their return requests online. Customers can return the package using their own labels or Our system offers paid return labels. When our customers pick to receive a prepaid return label they also approve the return label fee. Only charge on this orders are original and return shipping fees. We don't charge restocking fee on orders under $300. For further details, see our return policy here: https://totebagfactory.com/pages/returns-exchanges

   

  Best Regards,

  Totebagfactory

  
  

• Initial Complaint

  10/13/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made an order for custom tote bags with my logo on them. I provided the exact colors I wanted to be used, and was told they could match those colors. I then approved a mock up with the correct colors. I was then sent an email days later talking about the print being coated VS not coated. I asked for additional explanation and was not given any explanation, just other mock ups. I explained the mock-ups looked the same and I described that I did not want a shiny coating on the print. I was emailed another mock-up and told to approve it. When I received the goods the colors were completely different than the colors I originally sent and approved. Come to find out they changed the colors in the last mock-up and didn’t tell me. So I did not know I needed to check the colors to see they were different than the Hex #’s I sent. I immediately contacted the company, and only customer service has access to a phone and they can not do anything to help. I was told there are no managers that wor

  Business response

  10/18/2021

  Hi ****,

  Thank you for contacting us about this claim and we are sorry that we cannot accept it. To clarify about our policy for screen print service, we will provide a virtual proof for any custom order to allow the customer to review all order details which include the color for the print. I see that our customization rep had specifically mentioned the colors when he provided the attached revised proof and in response to the attached version of proof which was approved for production by the customer. So we printed this order according to this approved mock-up which indicated Pantone 2449 U & 465 U as the print colors.
  
  I understand that the customer was confused about the color they would receive, since they had provided hex# for print. However, a hex# is a digital color and as mentioned on the approved proof also, digital colors as seen on the proof will vary from the physical printed product since digital colors may appear different on each different device. As such, we must match the approved pantone colors which match the product you received."

  Thanks, 

  Customer response

  10/18/2021

  the email clearly does NOT state anything about the color. It simply says to approve a proof when I was clearly writing only about coated VS. Uncoated. I had already approved the colors in a previous email and the colors were then changed.  

  Business response

  10/20/2021

  Hi ****,

  We email our customers to approve the attached mock-up. Mock-ups always include the colors with the PMS codes in them. We print as approved by our customers. As we can see our email history, this order was printed as approved. 

   

  Thanks

  Customer response

  10/22/2021

  I will continue to reject the response, as you clearly do not care about your customers or ensuring you produce a product that is accurate to the customers requests. The lack of customer service is disgusting and the fact that you can continue to respond to a message because it’s through the BBB, but I have called and emailed numerous times stating I need a manager to respond and call me, and the manager **** has yet to even respond to an email.  My only fault in this entire situation is that I didn’t take the times to read the terrible reviews about you on the internet prior to ordering. It’s sad that 3/4 of reviews I found all describe the EXACT same experience I am now going through with you.  I will continue to reject your responses until I am refunded the $289 you took for a job you did not complete.

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