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Complaint Details
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Initial Complaint
04/30/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
Ordered a 72x48 tablecloth with a 3/4" lip. I recd 72x54 tablecloth. I called and emailed the company. I was asked to send pictures and I sent 20 photos in 3 separate emails. I was then told it was custom cut and there would be no refund. They did offer to refund the special roll cost I paid for as the material was creased and cracked as well. I have no use for this product as it obviously has been cut wrong. I have it packaged and ready to return but they will not send me a return label or accept the return.
Business response
05/01/2024
*****,
We just re-opend today as we were closed for the Passover holiday.
We were going to make you a replacement. We saw the error and Friday we were going to make you a perfectly fitting vinyl tavblecloth for your table.
However, since you are requesting a refund, I just Emailed you at ******************* a *** prepaid shipping label.
Simply place the vinyl fitted into a box, attach the label to the box and drop off at any *** store.
Once received back, we will issue you a full refund.
*******
Customer response
05/01/2024
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.
Sincerely,
***********************Initial Complaint
03/11/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I was sent a 20" table cover for a 57" table. I know I did not order this size, but Premier Linens typed up a bogus sheet with that dimension on it- a sheet that is not even close to the ordering site. I want my money back.Business response
03/13/2024
*****,
I take great insult to you claiming that "we fabricated the 20" diameter size that we made you. 1st, We are a Christian ****** business. 2nd, The "bogus" document that you claim we fabricated is the actual order confirmation that Sopify Emailed to you the moment that you placed your order March 3rd at 3pm. Furthermore BBB representative, here is the link to the product ***** purchased. Select the 20" size and you will see the cost is $30.81 plus $19.95 that the customer paid to ship rolled and the total is $50.76, to the *****, what ***** was charged and paid us for the product yet we fabricated this???***************************************************************************************************************
When ****************** us, ***** our customer service rep responded to her and offered to make her the correct size that she needs at cost, offering her a 50% discount. Instead of ***** admitting her mistake and taking us up on our offer to make her the correct size at cost, she opens this BOGUS case wqith the BBB trying to get us to pay for her mistake! So sad.
Initial Complaint
02/06/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
Placed an order for 8 banquet chair covers in WHITE on January 31st and paid $30.00 extra for 3rd day delivery. Received the order # ******* on Saturday February 3rd, tried 1 cover on a kitchen chair and it did not fit. I immediately called customer service and the gentleman on the phone said their closed call Monday. I called on February 5th and spoke to ***** in customer service and he said there is nothing he can do, I asked to speak to a supervisor and was connected to ***** who also stated it's company policy that they can't be returned and if I measured the chair's, I explained I'm 80 years old and I did, he said he would sell me new ones at his cost and I should donate the one's I purchased. In their return policy it states any purchase and dissatisfaction has 30 day's to return with a 20% restocking charge. Not being allowed to return within a week is very poor customer service.Business response
03/01/2024
As explianed to ********************** and as clearly stated on our return policy at checkout which he agreed to, only white polyester chair covers qualify for return. The Sazony chair covers ********************** purchased are for wedding banquet chairs, not kitchen chairs. They are made to order and not returnable. ********************** already filed a chargeback with his credit card and it was denied as he has no case.
Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a tablecloth to specifications of 66" inches wide by 120" long. It was made to 57" inches wide by 120" long. The company refused to provide a replacement as I didn't open the tablecloth within one week. There was no notice of this provision on the tablecloth or package.Do not deal with this company!Business response
03/06/2024
******,
My name is *******************, owner of Premier Table Linens. Do you know the name of the rep. that told you it was outside the alloted time to report the issue?
I just had a staff meeting and made it clear to my staff that any issues reported need to be corrected, no matter when reported.
I am making you a replacement now and will ship to you this evening.
Tomorrow morning I will send you the tracking number.
Again, my sincere appologies.
****
Customer response
03/13/2024
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.
Sincerely,
***************************Initial Complaint
05/04/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
We are a synagogue and a group donated money to purchase new tablecloths. I worked with Premier Table Linens to order round 108 size tablecloths. I ordered some in a polyester stripe and a few in a pattern. The pattern ones came out perfect. The polyester striped ones came out oval not round. We wanted ones that were uniform in diameter and none of the 30 were, Once we put them on our tables, you could instantly tell they were off. I tried to work with customer service to no avail. This was their response:"We are a commercial linen manufacturer that makes the linens by machine and depending on the taugtness of each bolt, there may be a very slight size variation up to 2". The company refuses to do anything about it.Please be warned about ordering from them. They are advertising false information.Business response
05/19/2023
******,
So sorry that you feel this way which is not the case at all. At checkout we have our Terms and Conditions page **************************************
and we address finished size and explain that we, like every other linen manufacturer can experience 1" to 2" size varation due to the tauntness of each bolt of fabric.
Initial Complaint
01/19/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
I ordered a custom 60" x 114" tablecloth from Premier Table Linens. The size that I received was 60" x 144", not the size that I ordered. I want the tablecloth in the size that I ordered. I've contacted the company several times, and since it was after their 7 day return policy, they offered a new tablecloth at 50%, or pay shipping both ways for them to alter it. They estimate shipping would be the equivalent of the 50% off. That is a good offer if the mistake was mine, but since it was their mistake, I want them to send me the correct size that I ordered at no cost.Business response
02/14/2023
*****************,
The issue is not that you reported the issue after 7 days, you reported the issue after 7 moths! The tablecloth was delivered to you July 9, 2022.
We offer that you simply pay the shipping to us (about $9 each way, a total of $18 and we would repair the tablecloth at no cost.However, I will pay for the shipping. Attached is a prepaid *** label. Simply drop the package off at any *** store. Inside the box please put a not to cut down to the correct size the tablecloth is suppose to be 60 x 114 oval.
Customer response
02/16/2023
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.
Sincerely,
*************************Initial Complaint
10/06/2022
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
Ordered items in March. Returned items via *** for refund. Have not received refund.Business response
10/21/2022
Good morning ******************,
Attached is our return policy directly from our Terms and Conditions page on our website https://premiertablelinens.com/pages/terms
A you will see, the three items that you purchased totaling $44.46 are made to order linens that were made for you and not returnable.
For this reason we offer our consumers color cards and samples prior to purchasing so that they can see all the colors available and find their perfect color(s) prior to us making their linens.
I will be glad to mail you a color card at no charge and when you find the perfect colors, make you those linens at only cost. If you would like to do this, feel free to call us.
Our office number is ************** and my cell phone is **************.
Customer response
10/22/2022
Complaint: 18175650
I am rejecting this response because:
Items ordered were not a custom size or custom color. Order was from choice on website. Items were returned months ago. If no refund is to be issued I request a store credit or Items returned to me since shipping costs and have been paid for.
Sincerely,
*****************************Business response
11/10/2022
*******************,
Did you read our return policy which I attached for you in this case (and which was also at checkout on our website and you checked off a box stating that you had read our return policy)? It has nothing to do with if it is a custom size or not. It has to do with the fact that we are a linen manufacturer that manufactures linens to order. We are not Amazon where these are shelf items and returns are just placed back on the shelf. We make our linens to order. We offer over 110 fabrics, 78 sizes and over 200 colors. We do not have space to store returns, ESPECIALLY when we offer customers color cards so that they can see the colors and find their perfect color which you opted not to do and instead you want us to pay for your mistake basically. As a good will gesture I will give you what you paid, $44.46 in store credit. I do strongly urge you to order color samples 1st as this is a 1 time good will gesture and no other returns will be accepted, exactly as stated on our website.
Customer response
11/15/2022
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.
Sincerely,
*****************************Initial Complaint
03/11/2022
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered 2 table linens 24 x 48, delivered 03/08/2022. Order # 142658. I got 24 x 44 instead. Sent pic to seller, got no response after sending requested picture with tape measurement. I would like a full refund, as I no longer trust this business.Business response
04/06/2022
Hi Patricia,
Yes March 8th you sent a picture of one of the tablecloths and I responded right back to you asking if it was just one that was short or if it was two. I documented the one but did not just want to make you one replacement thinking from your original Email it was both of the tablecloths and I did not get a response back or a phone call. Please advise and of course we will pick them up and send you your correct size. You can reach me directly, my office number is (**** ******** ext 1 and my personal cell phone is (305) ********.
**** *****
President
Business response
05/12/2022
Dear ********,
Just like you would not respond to the simple question I emailed you regarding if it was one or both table covers, you have not responded to question here either. I just issued you a full refund in the amount of $52.37 to close this out.
Customer response
05/12/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID 16883577, and find that this resolution is satisfactory to me.
Sincerely,
******** ****
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9 total complaints in the last 3 years.
4 complaints closed in the last 12 months.