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Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
05/16/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
***** marked my shipment as delivered. They gave a tracking number, but the tracking number doesn't do any detail when they deliver it to the wrong address, wrong place, wrong house! It doesn't even look like a house that they delievered it to! This image above does absolutely s*** for being able to track down my packages! It looks like a garage! This is not my garage! I do not have my expensive towel order and I expect to be resolved quickly! YOU GUYS DELIVERED IT TO THE WRONG F***ING ADDRESS! WHERE IS MY ORDER!? Why the h*** have a tracking number ***** ************ when its completely useless in this case? At this point, I just want my order or a FULL refund including shipping/taxes because I do not have it!
Business response
05/23/2024
***** had delivered the shipment to the wrong location. A few days later the package was handed over to the complainant by the people to whom the package was delivered wrongly. We ship out our products using ***** Ground. Sometimes it happens that a package is lost or gets delivered to a wrong address but usually this happens once in a 100 shipments we make. Mostly due to human error i.e. delivery driver's error.
The customer has her goods now. Below is the text of customer's message to us which will clarify that the product has been received by the customer.
By the ***** of this earth, there are still good people in this world. These towels were delivered two streets over to a completely different address that wasn't even close. The homeowner had been gone a couple of days and the towels were still sitting at her garage so she hand delivered them to me today. So clearly, ***** didn't do their job on recovering my towels at all! I have cancelled the Paypal claim. Please for the love of all holy, offer more than just ***** for shipping. They are seriously the worst company to be working with and no easy recourse can be taken in situations like this. Signature confirmations would be highly appreciated as well to let us consumers have a mind of security even if we have to pay for it. It's only a couple of extra dollars and for your insurance and mine, it really should be offered so situations like this don't happen again. I've been ordering with you guys for years and am not pleased with this experience at all. This has to be the absolute worst!***** really needs to be accountable for what they've done and clearly have a driver that shouldn't be a driver if they can't read addresses correctly! You should let consumers choose from ********* or ***** in the future. I am not happy how this entire situation was handled, but I am relieved that it's done and over with. Really reconsider who your shipping partner is.
Initial Complaint
11/11/2021
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased $1264.58, worth of towel from this company and would like a total refund. They didn't refund the money I spent for package and they take 15% restocking fee. I called this in over phone, I didn't order from the Website. And person didn't explain any thing about about a return policy. I want a full and total refund of what I spend please. I thank you!Pastor *************************** ************ Raphil USA, *** dba Attention: ********************* ************************************************************************* Account# ******* ************Customer response
11/23/2021
Consumer indicated they have not heard from the companyBusiness response
02/04/2022
******************************* ordered towels from us and had them shipped to the following address:
*********************
ATTN: *********************
30 ********** ROAD
SCALE, ** 36875The institute for some reason did not want the towels and thus the towels were returned back to us. We Refunded ******************************* for the towels minus the shipping charges and the 15% Re-Stocking Fee.
We have a Sample Request Form on the website under Contact Us which mostly is used frequently by new customers to order samples before they start ordering in bulk.
The Refund Policy is also available on the website for customers or potential customers to view before they make their purchase decision. It is mentioned under 'About Us' on the website.
Mr. ****** was Refunded completely for all the towels that were returned for us. We could not have Refunded the shipping charges as we had already paid ***** Ground for the shipping charges. The 15% Re-Stocking Fee was charged as mentioned on the Refund Policy.
Everything is available on our website www.towelhub.com for customers to view before they make any purchases from our company.
Thank you,
Raphil USA, Inc.
dba TOWELHUB
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Customer Complaints Summary
2 total complaints in the last 3 years.
1 complaints closed in the last 12 months.