ComplaintsforTouch of Class

• Initial Complaint

  06/06/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  On June 2nd, 2024, I purchase 4 pairs of window curtains (B031 WH QCT95 Weathermate Grommet Curtain pair) from touchofclass.com. The order number is #***************. The product URL is *************************************************************************. The product page showed that the product was available. Throughout the checkout process, there's no estimated delivery date. On June 5th 2024, I sent an email to touchofclass.com asking whether my order has been shipped. The customer service from the website emailed me back saying the order would be shipped out on the same day. Some time later, an other person from touchofclass.com sent me another email saying that the product was out of stock and my purchase was back ordered. The expected new in-stock date will be July 15th, 2024. That means that I need to wait for 6 weeks to have the product restocked and additional shipping time to get the product shipped to my house. I emailed touchofclass.com to cancel the order and there was no response. I called their customer service. The customer service essentially refused to cancel the order and told me that only the manufacturer of the product could determine whether the order could be cancelled. They are slow walking the order cancellation so that they can get paid by PayPal for my payment and make it an existing fact that the order goes through and cannot be cancelled. This is the worst eCommerce experience that I ever had. touchofclass.com is essentially misleading customers by hiding the fact that they are a drop-ship business with long, extended shipping and delivery time. If I'm doing business with any other eCommerce business, my order would have been cancelled and my money fully refund by now.

  

  Business response

  06/06/2024

  Dear ******* ****,

  We do state on our site that this merchandise is coming directly from the manufacture. We have to contact the manufacture to request to have the order cancelled to make sure that they have not already sent it out. We have verified today that it was not shipped out and we have credited your account. You should see the credit within 24 to 48 hours.

  Thank you, 

  ****** **********

  Contact Center Manager

  Customer response

  06/07/2024

   
  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

  04/22/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed a large order on 3/18/24 for a bedspread & some pillows. Touch of Class doesn't put in writing in their Return Policy how much the return postage will be if you ask for a Label. Other companies have a set amount. I paid $17.95 for the shipping of the items to me. I did not get that fee back which is expected. They charged me $27.00 to return the items... and 1 pillow was from another supplier thru them and they were going to charge me another $16.00 to return that item. That is really ridiculous. They owe me $11.89 because they did not put the $27.00 in writing to me so I assumed it was the $16.00 fee. After many e-mails back & forth, I am not happy with their Customer Service at all. I will never purchase anything from them again. BE AWARE of their UNWRITTEN RETURN FEE POLICY.

  

  Business response

  04/22/2024

  Ms *****

  I apologize that our return amounts are not it writing. We can offer customer's discount return label through Fedex, but it goes by the weight of merchandise on the return postage not the amount of the order. We only charged you the 27.00 for the return label, since you put the pillow in the box with the other merchandise. If there is nothing wrong with the merchandise, we do not credit the original shipping charges. We gave you credit for the merchandise total only. The shipping original shipping amount and tax was 18.85. We do not owe any additional funds. It was stated in your complaint that we owe you additional amount, but according to the banking statements, there is nothing left but the original shipping charges.

  Thank you,

  ****** **********

  Contact Center Manager

  Customer response

  04/22/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  To return the bedspread was $16... but to charge me another $11 to return the pillow with the bedspread is not right.  I will never order again from Touch of Class.  

  Sorry they are not willing to make this right.  
  Sincerely,
  
  **** ****

• Initial Complaint

  03/07/2024

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I called the Huntingburg police department because this business has charged my credit card the above amount over a five year period. I was told that these charges would stop, however, they have continued. I receive piles of catalogs which I don’t want, and charges keep getting added to my card.

  

  Business response

  03/07/2024

  Dear Mr ******,

  In regards to your complaint, we have checked our system for the last five years, we do not have any orders or charges for this name and address. We do not have any orders that were made or shipped out.

  We have sent a catalog out one time and it was the spring catalog of 2024. This name and address came from an outside list. 

  Thank you,

  ****** **********

  Contact Center Manager

• Initial Complaint

  08/08/2023

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered two sets of curtains from touch of class on January 4th and I paid through PayPal. I have a receipt. Delivery instructions state all packages to be left on front porch. I waited and waited for a month and a half. I contacted touch of class, they said it had been delivered, so I started searching for it. I found it at the back of my property the package was all wet because it had been raining. I emailed them to ask if they were going to replace my curtains or refund my money. they told me no because it had already been a month and a half and since FedEx delivered the package it was not their fault. I asked them to please replace them or refund my money and they still said no. I don't consider that a touch of class! If they don't make it right, refund my money or replace the curtains, I will never order anything from them again. I will also tell friends not to order from them. I have a receipt from PayPal, 4 email communications with Touch of Class, I just don't know how to send it to you.

  

  Business response

  08/08/2023

  Ms ******,

  I apologize that you felt we were not meeting your customer service needs. We will be crediting your account 52.85 for the wet curtains and the original shipping charges. Please allow 24 to 48 hours for the credit to be taken care of by PayPal.

  Thank you,

  ****** **********

  Contact Center Manager

  Customer response

  08/09/2023

  
  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

  06/01/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased couple of items from TOC about a month back. One was delivered broken . I’m not upset about that, it can happen. Called them about how to return the item. The representative didn’t tell me about the packaging fee that I’ll be charged by the Fed Ex. I reached out to TOC customer service, their customer service is absolutely horrible. They are rude, unapologetic and insolent. The management should absolutely address the issue. They’ve no right to treat customers the way they do. Never doing business with them. I seriously wonder how these representatives retain their jobs……

  

  Business response

  06/01/2023

  Dear **** *********,

  I apologize that you, did not receive excellent customer service. We did issue you a free return label for the damaged merchandise. The instruction due state that you are to package the merchandise back up in the original material or in a sturdy box on your own. We did not receive a copy of the charges with which you are speaking. If you would like to send it in, we can reimburse you this one time only. We did credit you for the damaged merchandise on 5/23/23. 

  Thank you,

  ****** **********

  Contact Center Manager

  Customer response

  06/01/2023

   
  Complaint: ********
  
  I am rejecting this response because:

  I should be reimbursed for the packaging. It’s absolutely unfair business that I pay for returning the broken item that I received from them . Whatever is written on their disclosure should be modified. They should put themselves in the customers shoes and run their business more ethically. 
  

  I have already submitted the receipt of the fed ex to TOC via email at contacts @ touchofclass and waiting for their response/ refund. 
  
  Thank you
  Sincerely,
  
  **** *********

  

  Business response

  06/02/2023

  Dear **** *********,

  We credited your account for the repackaging fee on 6/1/23. It should show up on your account in 24-48 hours.

  Thank you,

  ****** **********

  Contact Center Manager

  Customer response

  06/02/2023

   
  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

  04/25/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a bedspread, shams and valences in November, 22. The room was not painted until recently so I called TOC and told them this. They told me about their 45 day return policy but they said they would make an exception if the merchandise was in its original packing. It was so I paid for a return label and sent it. I then received an email on 4/19 telling me they would only give me a store credit. I don't want a store credit! I want my money back. There is absolutely nothing altered in this order from the day it was delivered. This is ridiculous!

  

  Business response

  04/25/2023

  Dear Ms ****,

  I apologize that you did not like our response to your return. Our normal policy is 45 days of receipt of the merchandise. We were contacting you today to let you know that this one time only we would credit back your account. We initially trying to see if we could offer you store credit, since the order was past the 45 days. I apologize that this offended you. We are processing your credit today and you should see your credit within 24 to 48 hours on your account,

  Thank you,

  ****** **********

  Contact Center Manager

  Customer response

  04/25/2023

  
  Complaint: ********
  
  I am rejecting this response becauseI still haven't gotten my money back.
  
  Sincerely,
  
  ******** ****

  

  Business response

  04/26/2023

  Dear Ms ****,

  We put the credit through to PayPal today 4/26/23 at 1:19 pm eastern/standard time.

  Thank you,

  ****** **********

  Touch of Class 

  Contact Center Manager

  Customer response

  04/27/2023

  
  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

  02/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  I placed an order with Touch of Class on February 15, 2023 at 7:35 pm. I expected delivery the following week. I sent several emails inquiring about the delivery. When I received a response, I was told that they don’t process orders til the following day and that if an order is placed late on Friday, they don’t ship out over the weekend. My order was not placed on Friday. I received an email telling me my rug was in *******, NY on February 22nd and was out for delivery. However, I never received it. I sent another email regarding why haven’t I received it since it is here in my city. I finally received a call on February 23rd from ****** informing it takes 5-7 days. During the conversation she told me the zip code was incorrect. When I ordered the rug, I made sure all information was correct because delivery issues are a problem due to there is a “******** Street” also in **********. Finally on Friday, February 25th @ 10:18 a.m. the rug was delivered. Today I was checking my credit card information online, since this purchase was not on this month’s statement and see I was charged $283.91 and not the original price of $261.06 per my confirmation email. Today I emailed Touch of Class and am being told I was charged an additional fee of $22.85 for the zip code error plus tax. I was never notified.

  

  Business response

  02/27/2023

  Dear Ms *******,

  Our system downloads orders that are submitted to us by the customer. The zip code that was submitted was *****, which is not matching to New York state. The order was delivered on 2/24/23, which is the time frame for our delivering to customers, of 5 to 7 business days. We have credited your account for all shipping charges as well as taxes. Legally we are supposed to charge the taxes, that is why they were charging you. As of today, we have credited you have been credited for shipping and taxes.

  Thank you, 

  ****** **********

  Contact Center Manager

  Customer response

  03/01/2023

  
  Complaint: ********
  
  I am rejecting this response because: My credit card has not been credited the $22.85.  When that happens, I will accept but not until then.  Thank you.
  
  Sincerely,
  
  ******* *******

  

  Business response

  03/02/2023

  Dear Ms *******,

  We have credited your account 20.04 on 2/28/23. You have to allow 24 to 48 hours for your to adjust your account. On 2/24/23, we have credited your account 34.87.

  Thank you,

  ****** **********

  Touch of Class

  Contact Center Manager

• Initial Complaint

  02/07/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In mid December I purchased two carpets. One carpet I had purchased before and there is no problem The other rug arrived late and it was Horrific cheap quality. I asked for label to return it and it took a month of back and forth and they are only giving a label if I pay $10.00 for an unacceptable rag. It was not pictured correctly. I thought it was a pile rug like the other and this is a soft crummy scarf material that is completely inappropriate as a rug Useless and ugly and the worst quality. Thank you for resolving.

  

  Business response

  02/09/2023

  Dear Ms ******,
  
  I apologize that you felt customer service was being disrespectful. We did issue you a free of charge return label to return the merchandise. We are crediting all your merchandise that you are returning or have returned. Please allow time for the merchandise to be returned for the credit to show up on your account.
  Thank you,
  ****** **********
  Contact Center Manager

• Initial Complaint

  01/15/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchase the King Size Felisa Bedspread and Shams on December, 14, 2022. The Bedspread arrived without the pillow shams, which I was not informed about. While the bedspread was beautiful, it was WAY OFF in sizing. The floral pattern on the top of the spread was designed to be centered on the bed. The embroidery was to frame the edges of the bed as shown in the picture. When centered, the length at the foot of the bedspread was 4-6 inches too short while the length at the top pillow portion was way too long. The floral pattern was very clearly placed incorrectly on the bedspread deeming it unusable. The company, after first telling me that I should have measured my bed first before ordering (which I did and even spoke with a woman there about the drop of my mattress), they agreed to send me a return label. They did credit me for the bedspread. At a later date, I received the pillow shams. I no longer had the bedspread, but tried the shams on my King size pillows out of curiosity. They also were about 4-6 inches too large!!! They were pretty though, so I decided to order them in the standard queen size to use with another bedspread. When I called the company to return the shams, I was told that I needed to pay for the return because they were shipped directly from the manufacturer! I placed my order with TC, not the manufacturer! TC accepted zero responsibility. Why is it the customers problem that TC doesn't keep the shams in their warehouse!!! I went to the post office and paid $10.95. When the 2nd sham order was delayed in being shipped, I called to cancel the order. I also emailed the company twice to make sure they cancelled the order. The order shipped anyway, and charged my card and once again I had to pay to return them back. They REFUSED to honor the fact that I called and emailed to cancel the order! This company could care less about the customer. I am asking for the shipping reimbursement of $21.10. This never happen anywhere else

  

  Business response

  01/18/2023

  Business Response Ms ******, I apologize that you feel you were taken advantage of. We have credited your account of 21.10 for the return shipping 1/16/23 Please allow 24 to 48 hours for the credit to show up on your statement. Thank you, ****** ********** Contact Center Manager Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.) While I appreciate the resolution, it would have been so great if this was the companys inital response. We would have avoided the disrespect and inconvenience. Lesson learned! Always check the reviews and BBB before dealing with a new company. Stay away from Touch of Class

• Initial Complaint

  12/29/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered a rug from touch of class in November. When i received the rug i took it out of the plastic packaging and saw there was a huge whole in the rug before i unwrapped the rest of it. Therefore i called explained the issue and over the phone to customer service they apologized sent a return label and said they would send a refund once the received he rug back. Now here i am over a month after sending it back they say they cant accept the return because its not in the original condition (being that they sent me a bad rug with a big whole in it thinking they could get away with sending me either a second hand product or something they messed up). I want a refund for the original amount if the rug is sent back i will refuse it. Also attached is an email saying it is dirty which is not possible as it was never unraveled as we spotted the holes before need to open it.

  

  Business response

  01/16/2023

  Business Response Ms ****, I apologize for the miscommunication from our customer service department. We have credited your account on 1/3/23. Please allow for 24 to 48 hours for the credit to show up on your statement. Thank you, ****** ********** Contact Center Manager

*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. ↩