![Not BBB accredited](https://m.bbb.org/terminuscontent/dist/img/non-ab-icon__300w.png?tx=w_120)
ComplaintsforJ. Queen New York
Need to file a complaint?
BBB is here to help. We'll guide you through the process.
Complaint Details
Note that complaint text that is displayed might not represent all complaints filed with BBB. See details.
Initial Complaint
08/16/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I purchased a J. Queen comforter set from Macys. I spend almost $400 on sale for the set. However, after normal wear and washing only the pillow shams shredded and the zipper broke. I contacted the company for a replacement on just the pillow shams since there is no damage to the quilt or bed skirt. After several emails and pictures of damage provided to the company, they expressed, since they havent had this complaint from other customers they couldnt replace the damaged pillow shams. Initially i was told they do not have the shams available separately. I asked since the damage should not have happened could they recommendation comparable alternative. They requested pictures (below) and determined it was damage not defective so they will not replace. I do not want a replacement set, I want replacement pillow shams or a comparable replacement that will match or compliment the expensive set. I do not feel this is fair or an adequate way to treat a customer.Business response
09/05/2023
Hi,
There was incorrect care instructions provided to the consumer. This led to their product being damaged in the wash when the item should be dry clean only. We're in the process of updating care instructions and are sending out a full replacement set to our customer. We apologize for the inconvenience.
Thank You,
J Queen ********
Customer response
09/18/2023
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 and the matter has been resolved.
I apologize for not responding to you email. I did not receive one, unless, I missed it. However, ** Queen has reached out to me and has replaced the whole bed set. I am beyond pleased with their response. I thank you for following up.
***********************
*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. ↩
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation.
BBB Rating & Accreditation
This business is not BBB Accredited
Customer Reviews are not used in the calculation of BBB Rating
Customer Complaints Summary
1 total complaints in the last 3 years.
1 complaints closed in the last 12 months.