Important information
- Customer Complaint:Complaints generally allege difficulty in receiving a refund, damaged products and delays in delivery. The company states that most of the complaints received by the BBB are invalid as they do not qualify for refunds and/or returns. The company's return policy states that they will not accept returns for a refund unless they receive the return within 45 days of shipping the merchandise to the customer. The policy also provides that the merchandise must be in its original packaging and in its original condition.
In addition the company is taking steps to correct any issues with damaged merchandise and delays in delivery.
Complaints
This profile includes complaints for Touch of Class's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 22 total complaints in the last 3 years.
- 5 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. 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.
Initial Complaint
Date:03/26/2025
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The octoganal rug I received came stained and filthy. I am not paying to return/send back. No one will respond in their customer service.
Business Response
Date: 03/26/2025
Ms *********,
We just received your email at 7:06 pm yesterday 3/25/25. Our service department is not open until 9:00 am est to assist customers. We will be contacting you this morning on how to return the rug and get your credit.
Thank you,
****** **********
Contact Center Manager
Initial Complaint
Date:03/17/2025
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
This complaint is against Touch of Class for deceptive advertising, defective product supply and horrible customer service. Last fall, we purchased a king-size Garden Walk Comforter Set and matching rectangle pillow for $471.76. When we took out the comforter in February, we were shocked to find that the floral sage design only covered the bottom half of the comforter with the top half plain white. Assuming that it must have been defective, we immediately put the comforter back into its package and sent it back to Touch of Class at a cost of $94.11. From there a litany of disturbing interactions with this company began. First they claimed that the comforter was only meant to be half complete. Looking at the picture in their catalog, you can see how deceptive they were. The “bed” appears to be shorter than standard. Secondly, nine pillows were strategically positioned across the head of the bed so that the incomplete portion would not be seen. Next they told us that they don’t take back product that has been monogrammed. This was quickly proven false and their response was, “we didn’t mean to say that.” After that they claimed that it wasn’t returned in original condition and they sent us pictures of two hairs on it. Then they sent us a picture of embroidery they claimed was unraveling. If that were the case, it must have been a return from another customer since we only took it out of the packaging, looked at it, refolded it, and put it right back in the original packaging. They tried every angle to avoid admitting that this product was not as advertised and not give us a refund. After almost two weeks, we received notification from ***** that Touch of Class was sending the comforter back to us. We refused delivery and expect a full refund for our purchase as well as reimbursement for the $94.11 shipping cost to return this product.Business Response
Date: 03/17/2025
Mr ******,
Our return policy states that returns must be returned within 45 days, in original condition. The order was shipped on 9/18/24, which is well beyond the 45 day mark. It also states that customers can call for discounted labels to return merchandise. If you would have contacted us, we could have explained this information to you. We did try to explain this in the email threads to you. Then our emails were being blocked, when we told you we were sending the merchandise back to you. For these reasons, we cannot credit back the order total plus the shipping costs that you have encountered.
Thank you,
****** **********
Contact Center Manager
Customer Answer
Date: 03/20/2025
Complaint: ********
I am rejecting this response because:Ms. **********,
In response to your recent memo, it appears that you are playing fast and loose with the facts again. I have reviewed your return form that was submitted to you (copy attached) and can find nowhere on there that discounted labels were available. Had I called as you suggested, I suspect that would not have been offered. As to your claim that I blocked your emails, I have reviewed my email settings and you have not been blocked by me. I have contacted my *** and they assured me that there is nothing in their system that would lead to your claim. They said if you would forward your rejection message to me, they will investigate.
Finally as to your 45 day return policy, when I open a package with a $500 comforter in it and find only half a comforter, I expect a defective product to be eligible for return no matter if it was opened immediately or not. Your response that it was designed to be only half a comforter means then that you practiced deceptive advertising by covering the top half with strategically placed pillows so consumers wouldn’t see how ridiculous this looks. For these reasons I expect a refund of $499.13.
Sincerely,
***** ******Business Response
Date: 03/24/2025
Mr ******,
We have credited you for the comforter set and the shipping. You will be receiving a credit of 409.97. The comforter set price was 335.20, tax was 20.11 and shipping was 54.66. You should see the credit in the next 24 to 48 hours.
Thank you,
****** **********
Contact Center Manager
Customer Answer
Date: 03/29/2025
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.We accept your refund offer of $409.97 to our original form of payment. Unhappily, this forces us to absorb $94.11 in return shipping costs. Had your advertising not been deceptive, we never would have purchased this item. Unfortunately, your customer service tried many tactics to avoid admitting this.
Because of this, we have lost trust in doing business with you again. Sadly, as a former customer, we are very disappointed in your company.
Sincerely,
***** ******Initial Complaint
Date:12/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Hi, I did not receive my package from touch of class, my camera shows no delivery and the tracking information show a picture of a hand. This was almost a month ago, I have received no correspondence and no updates. I have to call in every time. Very unprofessional, very disrespectful.Business Response
Date: 12/04/2024
Dear ******
We have to go through a process to process the information. We have just finished that process and your credit. You will receive your credit within 24 to 48 hours.
Thank you,
****** **********
Contact Center Manager
Initial Complaint
Date:11/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Appalling Experience with Touch of Classless - A Ruined Surprise and Degrading Customer Service To Whom It May Concern, I am writing to express my profound disappointment and frustration with the experience I had with Touch of Classless. I had hoped to give my wife a thoughtful and supportive gift after the loss of her beloved cat. I found what I thought would be a perfect token on Amazon—a small statue sold by Touch of Classless that closely resembled her cat. I trusted your company to deliver this sensitive purchase with the care it deserved. Unfortunately, that trust was shattered when the package arrived. Rather than being discreetly packaged in an outer shipping box, the item was sent in its original box, completely exposed. My wife saw it immediately, and the surprise was entirely ruined. This was a careless oversight that shows a lack of understanding for how thoughtful gifts should be handled. Attempting to address this, I contacted Touch of Classless through Amazon, hoping for an empathetic response and a simple solution. Instead, I was met with an astonishing level of disrespect. Not only did the customer service representative fail to acknowledge my wife’s loss or the impact of their mistake, but they also repeatedly used the dismissive phrase, "sorry you feel that way." This is a deeply unprofessional and passive-aggressive response—certainly not what one expects from a company that should value its customers. I am disheartened by how poorly this situation was handled, both in the lack of care in shipping and the insensitive treatment by customer service. I believe people deserve to know what kind of service they can expect from Touch of Classless, so I will be sharing my experience across multiple review platforms and on your social media channels. This isn’t about one ruined surprise—it’s about the lack of respect shown to your customers, especially during emotionally sensitive times. Sincerely, ***Business Response
Date: 11/07/2024
Mr *******,
I am sorry that this ruined your surprise for your wife. This was an Amazon order that was placed on Amazon. It is Touch of Class merchandise, but we are not in charge of the shipping of the merchandise. There is an option of Amazon to specify that you want to overbox your purchase, which would cover the outside of the package. You click select the "Ship in Amazon packaging" option during checkout on Amazon website. This will ensure your item is placed inside an additional Amazon box.
Thank you,
****** **********
Contact Center Manager
Customer Answer
Date: 11/08/2024
****** **********,
While I understand this may be an Amazon-related issue, as you mentioned, it does not excuse the substandard customer service experience I encountered. Both the responses from you and or your staff lacked professionalism, which was disappointing.
If you were involved in drafting or reviewing the responses sent through Amazon, I urge you to reflect on the tone and approach used, as they do not align with the level of professionalism one would expect. After experiencing this firsthand, I reviewed your business’s customer feedback, and I observed consistently low ratings across various platforms, which, unfortunately, aligns with our experience.Initial Complaint
Date:06/06/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:04/22/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:03/07/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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
Date:08/08/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date:06/01/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 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
Date: 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 Answer
Date: 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
Date:04/25/2023
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
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
Date: 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 Answer
Date: 04/25/2023
Complaint: ********
I am rejecting this response becauseI still haven't gotten my money back.
Sincerely,
******** ****Business Response
Date: 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 Answer
Date: 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,
******** ****
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