ComplaintsforImperial Textile

• Initial Complaint

  06/24/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  Purchased one dozen, 20 x 20 ice blue polyester napkins from TableLinensforLess.com. After receiving the product and being dissatisfied with color, I contacted the Help Center to initiate a return. I was contacted via email with the response that per their “Return Policy - published on our website "Not all items are returnable. Non-returnable items include: Table and household linens (bed linens, bath linens, tablecloths, napkins, skirting, chair covers, sashes, towels, etc.)” This information from their email does not match the information on their Return Policy on their website which states.. “Non-Returnable items are table linens; bed linens; bath linens; items under the category “Deals” which include but are not limited to clearance and irregular items. Additional items include decorated, altered, custom-made, or any customized item. See below for specific details and limitations that apply to all returns.” You can see that their quotation of the return policy in their email specifies napkins as non-returnable but the actual website does not, which appears as false advertising to me. I would like a refund of the cost of my order number.

  Business response

  06/24/2024

  At Imperial Textile, we encourage customers to reach out with questions regarding their orders, especially when items are needed by a certain date.  Our customer placed an order for Custom Made Quick (CMQ) napkins in the color Ice Blue and selected Standard Flat Rate shipping.   A return request was first made on 5/27 stating the color was different from our website.  Per **** tracking, the order was not delivered until 5/28.  We denied the first request on 5/28 because they are custom made; we then received a second return request on 5/30 stating the shipping took too long and the color was not the same as pictured on our website. Our website states CMQ items typically ship within 3-5 business days.  Free or Standard Flat Rate shipping will be shipped by the most cost-effective option.  Customers are encouraged to reach out if they have a required in-hand-date and we can advise on the exact shipping option to help get their order on time.  This order shipped on time and unfortunately, we never heard from our customer to assist with shipping options to help meet their in-hand date. As our customer highlighted in a screenshot of our published return policy, “non-returnable items are table linens; bed linens; bath linens; items under the category “Deals” which include but are not limited to clearance and irregular items. Additional items include decorated, altered, custom-made, or any customized item.”  Table linens not only include tablecloths, but table runners, napkins, etc. as well.  The email she received from our Returns Department, is a only brief summary of the return policy on our website with examples of non-returnable items.  The particular napkin purchased is custom made and falls under non-returnable.  Please refer to the attached documentation. Our website also informs customers that colors may vary from how they are displayed on monitors and encourages them to order a fabric sample.  Unfortunately, our customer did not order a fabric sample nor reach out with questions. We did not hear back regarding the declination of the return for 3 weeks.  It was not until this past weekend, the evening of 6/22 when our customer requested to be refunded or she would file a complaint with the BBB.  The complaint was filed on the same day the email was sent.  We are a small business and closed on weekends.  Our hours are stated in emails to our customer. We apologize because we do like to provide a hyperlink to our website return policy in our replies and we have coached our new Return Representative.  To state we “falsely advertise” based on an email that gives a summary with examples of our return policy that is outlined on our website is an unfair statement.  The return request was declined on 5/28 and 5/30 because the napkins are a custom made item.   We are limited by our manufacturer's policy and unable to accept the return for these custom made items.   

• Initial Complaint

  01/14/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a chef’s jacket from them on their ****** ****** website in October. I had them embroider two logos in the jacket in white. When it came, there was only one logo and it was done in white and red. I had to send them an email telling them they messed it up. They sent me another one that was supposed to be the correct order, and they messed it up again. This time there were two logos but still the wrong color. I’ve had trouble getting them to contact me ever since. They have now stopped communicating with me. They have not sent my money back like I told them I wanted. It is now January 14th.

  Business response

  01/31/2023

  We truly apologize for our mistake of not getting back to our customer.  Please understand, that is not typical of us.  Like many other small companies, we are experiencing staff shortages and we continue to hire and train so that we can meet the high level of customer service that we are known for.  Though this is not an excuse but more of an explanation of how this could have happened.  Our customer is correct, there were errors with the order and better communication should have come from us regarding the error and our policy and procedures.  We have fully refunded the customer for their original order and have reiterated our policy and procedures with our team members. 

  Business response

  02/03/2023

  The original order was placed online and paid via ******.  The $7.95 additional location fee was added to the order at a later date however this fee was never invoiced through ****** and was not paid for.  The full amount shown in ******, $84.93, has been refunded.  No other form of payment was made for the $7.95.  If your records are showing something different than ********, please let us know. We apologize for any confusion this may have caused. 

  Customer response

  02/03/2023

  Better Business Bureau:  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Regards,  **** *****  I have sent screenshots where I approved for them to charge me the extra $7.95

• Initial Complaint

  02/08/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On April 7, 2021, I purchased a pair of slip resistant oxford work shoes from ***********.com which apparently falls under the umbrella of Imperial Textile. The shoes didn't work out so I began the process of returning the shoes. I received the Return Authorization on May 31, 2021 (Return Authorization Approval #********) along with instructions to complete the return. The email went to junk mail and I missed the initial deadline but the representative (Nancy B***) replied that it was ok and that I was still authorized to return the shoes for the full refund. I followed all required instructions and returned to: Please ship your Return to: **** **** *** ******* **** ******** ******** * ********* *** ***** *** **** *** ********* ** *****  Thank you, Imperial Textile Returns Department The tracking showed the return was delivered to this address on July 1, 2021. I also emailed pictures of the shoes that were still in like-new condition and a copy of the tracking information from USPS. I paid $15.50 shipping for the return and inquired if that would also be refunded too; I was told that a verification from the manufacturer had to authorize reimbursement of that expense. The original order was $60.28 (Invoice #******/Sales Order #******). Fast forward to July 8, 2021, I received an email in response to my July 1, 2021 email inquiring about the shipping reimbursement as I mentioned above. Nancy was to follow up when she returned from the July 4th holiday vacation but I never heard back from her. On September 15, 2021, I emailed again that I had not received refund for the shoes nor a response regarding reimbursement for the $15.50 postage I paid for the return. I thought I'd received a response citing delays due to Covid; if so, I cannot find that email. Almost 6 months following that last email I sent, I still have not received refund for the merchandise or any follow up from the merchant. I would like full reimbursement of $75.78.

  Business response

  02/18/2022

  We truly apologize for our mistake of not getting back to our customer.  Please understand, that is not typical of us.  Like many other companies, we are experiencing staff shortages and we continue to hire so that we can meet the high level of customer service that we are known for.  Though this is not an excuse but more of an explanation of how this could have happened.Our customer is correct, we did make an exception for the late return request and for the late return mailing of the shoes. There was an issue regarding the shoes being received.  This should have been communicated to our customer and we were working to have this issue resolved because tracking had shown it was delivered.Our Return Policy is a refund will be given in the amount of the order value less the shipping costs.  Due to our error, we will refund the total amount of the order, $60.28 right away.  We truly apologize and we have reiterated our procedure with our team members so this does not happen again.

  Customer response

  03/01/2022

  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.  Regards, ****** ********

• Initial Complaint

  10/28/2021

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  on sept 30 i purchased some uniforms from ***** ****** which is owned by imperial textile. The money for the purchase was returned to my account on or around oct 5thi assumed the order was canceled and purchased uniforms from someone else. on October 15th imperial textiles charged my account for a second time and shipped out the uniforms i did not authorize this transaction. When the uniforms arrived none of them were the size they were advertised i reached out to imperial textiles and they informed me that the uniforms that are on sale are irregulars and it says so on the website. no where during the purchasing process does it say the are irregulars the only place on the website that mentions this is in an obscure location that you have to look for to find

  Business response

  11/02/2021

  At Imperial Textile, transparency and correcting any error we made are some of our top priorities.  I will respond to each point made by the customer’s statement above, then conclude with some additional details and comments.-on sept 30 i purchased some uniforms from ***** ****** which is owned by imperial textile.The above statement is accurate.-The money for the purchase was returned to my account on or around oct 5thi assumed the order was canceled and purchased uniforms from someone else.The above statement is inaccurate.  As is required by law we charge the customer only when an order is shipped.  We pre-authorize the card which is standard practice.  We did not take money out of the customer’s account therefore we could not return money to the customer’s account.  We cannot make sense of what the customer is referring to here so can only assume they have us confused with some other transaction on their account.-on October 15th imperial textiles charged my account for a second time and shipped out the uniforms i did not authorize this transaction.Part of this statement is accurate.  We billed his credit card for the first time when his order was shipped.  The customer was notified on the order confirmation and in an email we sent after he placed the order of the approximate shipping date.  As stated in our email to him after he placed the order and before shipping it, “You will receive an email with your receipt and tracking information once your order is shipped and billed.” He authorized this charge by placing the order and never canceling it.-When the uniforms arrived none of them were the size they were advertised This is inaccurate.  We sell regular brands that are sold throughout the industry.  All brands may fit slightly differently.  We sold and shipped the exact items in the sizes he ordered.   As with retail clothing, uniform clothing is the same, different brands can fit a person differently depending on their particular shape.- i reached out to imperial textiles and they informed me that the uniforms that are on sale are irregulars and it says so on the website. no where during the purchasing process does it say the are irregulars the only place on the website that mentions this is in an obscure location that you have to look for to findThe above statement is largely false.  We did inform the customer that some of the items were clearance and/or irregulars.  The items are identified as this in the category heading, and on the actual item page.  In addition, on the item pages it states: “DEALS CATEGORY DISCLAIMER: Please note that due to large discount on Deals items, these offers are web-checkout only and are non-returnable…”.  As is standard on most ecommerce platforms, every page on the website that he was shopping on has the same footer with a link to our return policy.  In addition, a link is included in the order confirmation that was sent to him promptly after placing his order.  In regards to  the items he is referring to, that policy reads as follows:“We will do whatever we can to accommodate a return, but we are limited by manufacturer policy. Non-Returnable items are table linens; bed linens; bath linens; items under the category “Deals”, which include but are not limited to clearance and irregular items. Additional items include decorated, altered, custom-made, or any customized item. See below for specific details and limitations that apply to all returns.”It is important to note we have offered to accept a full return from the customer.  This includes the item he does not have the original tags and packaging which are required for us to put the inventory back into stock and resell.  This is also clear in our published return policy as follows.“Note: Items must be undamaged, unwashed, properly refolded and put back in original packaging with tags. Formal shirts must be unopened in their original packaging in order to be accepted for return. Your return shipment must be dated within 10 business days or it will not be accepted. We encourage you to send your returns back via a method that provides a tracking number.”Nevertheless, we approved the return and asked him to send the items back to us via a shipping method that was trackable.  This solution was not acceptable to him.  Therefore after most of the day trying to compromise and satisfy this customer without success, we determined that it was not possible to achieve a reasonable agreement, so we canceled the return authorization.

*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. ↩