ComplaintsforThe Towel Depot, Inc.

• Initial Complaint

  04/11/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I have ordered from this Company on March 14th, and the order status still shows that it is "processing" I called about a week ago (beginning of April) and the person on the phone stated that the order was in Florida awaiting new paperwork and so he went ahead and provided them the paperwork and that it will be delivered in 2 days. It still has not been delivered. I have been trying to call customer service and there has not been an answer and no one responds to emails or voicemails.

  Business response

  04/11/2024

  Hello, we've checked our end and resent the towels to you. I noticed the package was never picked up from our warehouse, and we apologize for the oversight. A new package has been dispatched and should reach you by next week.

  Customer response

  04/11/2024

  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.When I called and talked to someone a couple weeks back I was placed on hold so that the person can talk to someone in the warehouse. Then I was told that the package is in FLORIDA awaiting new paperwork so it can be delivered, and that they redid the paperwork and my package would be delivered in 2 days. It has been over a week since then. So to say that the package was not picked up from your warehouse is a complete lie. If I do not receive my order next week, I will be disputing the charge from my credit card company.  Regards, ******* ******  

  Business response

  04/11/2024

  Hello Again, I've refunded you and cancel your order, Thank you for your patience.  

  Customer response

  04/15/2024

  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

  10/18/2023

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I purchased online $257.14 worth of salon towels on September 20, 2023 and have not received the order (order #*****). I called the company on Friday, October 13, 2023 requesting shipment information as I had not received a shipment notification and the order showed it was “processing”. They immediately generated a *** shipment tracking number (******************) and emailed it to me and told me I would receive the shipment the following Tuesday, October 17, 2023. I have reviewed the status of the *** shipment several times and the status has been “Label Created”. Tuesday, October 17th has come and gone and the shipment status with *** is still “Label Created”. When I logged into my Towel Depot account on Wednesday, October 18, 2023 the order says it is "completed", however the status with *** is still “Label Created”. I have since disputed this charge with my credit card company. In addition, I have notified UPS’s fraud department that Towel Depot is using their system to give customers a false sense that their order is being fulfilled and shipped. I recommend NOBODY buy anything from this company.

  Business response

  10/19/2023

  Thank you for your email. Initial shipment got damage while it was in transit, so we had to send another one. Customer was informed and we have sent the new tracking number as well. Package is in transit and will be delivered as committed. *** tracking number is: ******************

  Customer response

  10/20/2023

  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. Towel Depot is not being truthful when they say the product was shipped after the order was placed and that it was sent back due to damage. The business never shipped the product after I placed the order, and only created a shipping label AFTER I contacted them to find out the status. This company continues to mislead customers by; 1) Receiving orders and sitting on the order without any intention to ship, 2) When customer inquires about the order shipping status, they immediately generate a shipping label and mislead the customer by telling them the order will be received in a few days, 3) When the customer disputes the charge with their credit card company and/or files a dispute with the BBB, Towel Depot miraculously fulfills the order and responds that the order has been fulfilled. I have yet to receive my order.Towel Depot misleads customers and I would recommend NOBODY order from them. Anyone reading this response should read other online reviews. Regards, ******* ****

• Initial Complaint

  04/24/2023

  Complaint Type:

  Delivery Issues

  Status:

  Unresolved

  More info

  I purchased $212 worth of gym towels on December 30, 2022 and have not received the order. I e-mailed the company requesting shipment information multiple times and never receive a response. I then wrote through the "contact us" section of their website on April 4, 2023 and received a response that it had shipped, but they couldn't track the order because the UPS tracking code had expired. I was told they would look into it and get back to me by the next day. I have not gotten responses to any e-mails since then. When I log into my account the order says it is "processing", as it has since day one. If it shipped as they said it did it should have reflected as "shipped" or "completed". I never received a shipment notification or tracking number from the company. Unfortunately I assumed that there was a supply and demand issue as with many other items these days, but I now realize that is not the issue. Unfortunately, it is too late to file a claim with my credit card company. My expectations that were not met: 1. Professionalism and a response from customer service when I reached out. 2. Accurate order status when I sign-in to the website. 3. An email when the order shipped with a tracking number. 4. To receive the product I paid for.

  Business response

  05/19/2023

  BBB spoke with the business and the following was relayed:

  Our system shows that the item was delivered.  The tracking number expires after 3 months.  Customers should contact us sooner with any issues and misuse their rights.  

  Customer response

  05/19/2023

  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.

  [To assist us in bringing this matter to a close, we would like to know your view on the matter.]

  1. I never received the product. 

  2. I never received a tracking number, shipment notification or communication that my order had been completed. On the date I started this report with the BBB I checked my account with Towel Depot (again) and it continued to say my order was "processing". It never changed to shipped or delivered. According to what I could see online, the order was never shipped. I can no longer log into my online account. 

  3. I started contacting them on Jan 12, 2023 asking about expected shipments times. After several attempts and receiving no responses I went through their "contact us" form, and on March 30th received a response saying the order had shipped by they would look into and let me know the next day. After several more days and several more follow up e-mails I received no updates.

  From my perspective: they received my money and did not supply the product. I request either a refund or the product, though would prefer a refund as I have no faith in this company or their products. 

  
  Regards,
  
  ****** ******
  
  
  
  

  
  

• Initial Complaint

  01/28/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Placed an order for towels on December 16, 2022, charged 136.02 to my credit card immediately. They provided tracking for towels to be delivered within 5-7 business days. Tracking always showed pending pick up from shipper. Emailed and chatted online multiple times with no resolution. On January 3 they told me the towels were back ordered until February and asked if I wanted to cancel the order. I confirmed that I did and they told me I would receive a refund. It is now January 28 and still no refund.

  Business response

  01/30/2023

  The refund has been issued from our side. Please check with your bank and let us know If you need any document. 

  Customer response

  01/30/2023

  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.   Wish I would not have had to file a complaint with my credit card and BBB for the company to follow through on their commitment of a refund.  Regards,  *** ******* 

• Initial Complaint

  10/12/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  An order was placed to this company on 09/13/2022 for a total dollar amount of $107.59 after shipping charges. We received an email on 10/03/2022 with a *** tracking number for the shipment. However, I noticed on the invoice that was attached to the email it stated that the shipping charges were $37.60 via *****. First red flag. I tracked the number that I was given with *** and all that it said was "Label Created." I called and spoke with "Jimmy" on 10/07/2022 and he explained that the order had been on backorder (we were never made aware of this) and that he is showing a delivery date of 10/11/2022. He assured me that the towels would be delivered then. The towels did not show up, and I called again on 10/11/2022 to let him know that both ***** and *** had already made their stops with no towels. He said that they should be there today (10/11/2022) to just wait. I waited all day yesterday (10/11/2022) and no towels ever arrived. I called this morning (10/12/2022) and spoke to someone and explained that if we didn't receive the towels today that we wanted a refund. He said that he was going to place me on hold and check with the warehouse. I waited on hold for 30+ minutes until it finally hung up on me. Now, whenever I call, I can't get anyone at all. At this point, we don't want to do business with this company at all and expect a refund in full. Order #*****

  Business response

  10/27/2022

  This order was shipped and the customer was informed with the tracking number. It has been delivered already 2 business weeks ago. It was signed by the customer on delivery. *** tracking number is : ******************

• Initial Complaint

  06/15/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We placed an order for ~$300 of towels and handtowels on 4/23/23. As previous complaints specify, the order was not shipped within a reasonable time frame. After a month, we started contacting the company via their customer service phone number. The agent refused to give me tracking details for the shipment and simply said the order was shipped. After being kept on hold for 15 minutes then hung up on twice I called again and warned that I would need to dispute the payment if customer support continued to hang up on me and my order remained unshipped. After I was hung up on a third time, I called my credit card company and requested to dispute the charge. The very next day, this company ships my entire order. I had already placed an order with another vendor (who is not fraudulent) and have no need for these TheTowelDepot.com towels they shipped after the charge was disputed. TheTowelDepot will need to send return shipping for this order, or accept the order as a loss. Their actions are completely illegal and unethical. We won't accept their order and wish to do no business with them at any point in the future.

  Business response

  07/01/2022

  This order was delivered last month as committed. ***** tracking number is: ************. Customer has got the merchandise. At this stage we don't have the product Nor Money. Customer is misusing their chargeback right and misleading BBB.

   

• Initial Complaint

  04/07/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  On October 14, 2021 I place at The Towel Depo for $961.94. I was told to waited 4-6 weeks for the order to come in. After 6 weeks I call The Towel Depo to tell them my order has not arrived. He told me to wait because it’s on the way. I was 3 more weeks and call The Towel Depo to see what the holdup is. The man that usually answers the phone said *** ** lost my package but they will handle and I would be refunded in full. I ask him for the *** ** tracking number just for records. He refused to give it to me and simply told me they will handle it. I agree to the refund. I call back 2 weeks later to inform that I have not received my refund. He says the shipping container never arrived and they will issue me a refund. I told him that I was told *** ** lost the package. He says my ticket number will be forwarded to the accounting department. Since then, I’ve called him numerous times issue me a refund and his response it that it will be sent to accounting department. It’s been 6 months since I’ve placed that order. As of now, he just hangs up on me. I’ve emailed The Towel Depo. I’ve messaged them through from there online portal. My order number is *****.

• Initial Complaint

  02/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  We own a vacation rental business in West Virginia, and we placed an order with The Towel Depot on March 09, 2021. Our order was never shipped, and after numerous calls and emails regarding this order, nothing has been resolved. We have requested to speak with their management on multiple occasions, and no return communication has been exchanged. We are just looking for the order to be fulfilled or a refund in full.

  Business response

  03/11/2022

  Hello, These are custom made pillows and in production, lead time is Time 3-5 Weeks as stated on our product page, All our pillows are custom made in SC, We will update you here as soon as they have a scan from *****. 

  Customer response

  03/11/2022

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.  We understand there is a lead time, but these pillows were order 1 year ago.  We will wait the 3-5 weeks, and if no action is received, then we want a full refund.  Regards,  ****** *******

  
  
  
  

  
  

• Initial Complaint

  02/02/2022

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  Transaction Date: 08/03/2021 Paid Amount = $353.15 Received half order after 3 months. Towel Depot owes me $162.00 Over the past 4 months I've tried to call Towel Depot. On rare occasions Jimmie answers. He'll put you on hold forever and never come back to the phone. He pretends to contact his Accounts Dept. or the Warehouse Dept. but in reality the business is operated by this one guy and most likely from his Mom's garage. (Presumably) This business is a fraud and needs to be shut down.

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Unresolved

  More info

  I placed an order with Towel Depot on October 22nd, 2021 for $157.99. Their website says order take 24-48 hours to ship and then 5 to 7 days from when it leaves. After a few weeks and no product, I checked my account online and it says it was on hold. I called to find out what on hold was and when to expect. I would understand if it was on backorder or something. But no one answered any phone calls and it took many tries and time to get anyone on the chat or phone. Finally I got a hold of someone who never answered my question of what on hold meant but said looks like it will be there at the end of the week and I should be getting a shipping email. I never received any shipping email and after two more weeks of no product I tried reaching out to someone again. Again no one answered phones for days, I sent email to customer service with no reply and left messages on the service line with no reply and tried the chat with no reply. Finally after days, I got a hold of someone and they said it would be there at the end of the week again and he would resend the shipping email. I still got no emails (checked all folders) and no product. A few weeks later I called again and finally got someone that said it looks like it was delivered but I have no product and no shipping information to confirm. He said they would resend my order and I would receive an email with shipping information and the product will be there by Christmas. Here we are over two months after my order was placed with no product and no shipping information. I have been calling and trying the chat for days there is no one available on any of them. At this point I either want my product or I want a full refund. This company has been the worst I have ever dealt with and I feel they have out right lied to me when I do get a hold of them.

  Business response

  01/19/2022

  Thank you for writing to us hope you are doing well. This order was lost intially and we were backordered after that. We can Re-ship the order and send the tracking number by end of the day today.

  Customer response

  01/19/2022

  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.  I have heard this reply before and they did not follow through. I will give them one last chance to complete this order but if I do not receive the product I will expect a refund asap.
  
  Regards,
  
  ****** *******
  
  
  
  
  

*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. ↩