ComplaintsforRifle Paper Co
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Complaint Details
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Initial Complaint
07/26/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased four decorative pillows from the Rifle Paper Co website under order #*******, totaling more than $403.02. I purchased them to test out colors in a specific room with the intention of returning the ones that didnt work with the color palette. I emailed Rifle to initiate the return and never heard back from them. I called them to follow up, received a voicemail back that said that pillows are final sale.Nowhere within that purchase flow did the messaging say final sale. Screenshots included. Had it said final sale, I would not have made the purchase. This is a deceitful practice that goes against FTC regulations: In the *************, businesses can have all sales are final policies as long as they are clearly communicated [and] display the policy in a prominent location. I made many attempts in the form of 7+ phone calls, 5+ emails, and still have not talked to a person on the phone, nor received an email response to help me resolve this issue by initiating a return. I only received the original voicemail stating that pillows are final sale. You cannot reach a live person unless they call you back.I cannot continue to shop here when there are such a dishonest practices in place. I would like a refund for the three pillows that did not work in the room and will send them back. They are in their original packaging and were out of the box for less than five minutes. I am appalled that a company would take advantage of its customers in this way. Please help, ********************.Business response
07/29/2024
Customer made purchase for order ******* on 7/16/24. The first communication we received from the customer was on 7/24 via telephone asking to return the four pillows in her order and our Customer Experience team called and left a voicemail on 7/25 to let them know pillows are considered final sale. This is listed in the return policy on our site as well as our FAQ page regarding pillow and rug orders. Customer reached back out on 7/26 via email and our Customer Experience team called the customer to share our policy and let them know we would make an exception to let her return all four pillows in her order and apologized for any confusion or disappointment. Customer has since sent order back and shared tracking number with our team and her refund was processed on 7/29 by our Customer Experience team and should post to her original form of payment in 3-5 business days.Initial Complaint
03/15/2024
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
Hello, I have not received my order ********* I have not received it and they originally said they would issue a replacement, only to lie and say they couldn't.I gave them the photos, and it was delivered to the wrong add. Please advise!Initial Complaint
10/11/2023
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Hello, I am emailing to report an issue with my order. I was told that my order was canceled, but that Rifle Paper CO had actually processed a refund for my order being cancelled. However, when I asked about my refund, they told me that they hadn't and that they had mislead me about the refund being processed. They told me in their words, "We would be happy to process a one time refund, and that it would be processed in your bank in 3-5 business days". I still have not gotten my refund, and they are telling me that they cannot cancel it at all, even though it was posted on the same day. Why? Please help, as I just want my refund because I told them to cancel on the day that I placed the order, and that they had mislead me about my refund.Customer response
10/11/2023
I still have not received any update about my orderInitial Complaint
01/04/2023
- Complaint Type:
- Product Issues
- Status:
- Answered
I emailed customer service, asking if Order No. ********* (Placed on Dec 27, 2022, 8:29:37 AM) could be cancelled via email on 1/2/23. I was told no. I then received an email on 1/4/23, stating "We're reaching out to let you know that your Order #********* is delayed while our warehouse is closed for inventory. Rest assured that we have your order and it will be processed and shipped as quickly as possible when we resume operations beginning January 11th." Given the circumstances, there is no reason my order couldn't be canceled. Please cancel.Business response
02/16/2023
Customer reached out on 1/2/23 and requested a cancellation, we declined on 1/3/23 since cancellations are against our policy, which is available information on our website, that you can see in the screenshot below. We sent out an automated email stating our warehouse was closed for inventory on 1/4/23 and the customer reached out with a second request for a cancellation this day. We approved cancellation request on 1/5/23 and refunded the customer accordingly. Communication with customer and proof of refund are attached!Initial Complaint
11/04/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Resolved
The Rifle Paper Co website sells rugs in partnership with Loloi. These rugs are falsely advertised on the Rifle Paper Co website as being 100% wool. They have no wool in their composition and are instead comprised of polypropylene. This false advertising tricks consumers into paying a very high price for a rug of lower quality than advertised. Rifle Paper Co was contacted in good faith on September 10th and 14th, 2022 and asked to correct the misleading information on their website. They have refused, stating that listings for these rugs on their partner site are correct. This is insufficient, as the point of sale for customers is where the false information is listed. Example here: **********************************************************************Business response
12/12/2022
Business Response /* (1000, 8, 2022/11/22) */ Customer reached out to us on 9/10/22 letting us know that there was s typo in the materials of this rug on our site. We emailed them back on 9/10/22 to apologize and confirm the correct materials. The customer let us know they didn't want to return the rug, but that they just wished the materials were correct. Our last communication with the customer was on 9/14/22 to ensure the customer was taken care of to which they did not respond. Our website has been updated accordingly to reflect the correct materials. Consumer Response /* (2000, 10, 2022/11/28) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you very much to Rifle Paper Co. for making the update to correct the rug composition information on their website from listing wool to listing 95% polypropylene + 5% polyester; I see that the change has been made on the website now, which it hadn't been when I submitted this complaint. I am satisfied with this response and consider this an adequate discontinuance of an advertised claim.
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Contact Information
Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.