ComplaintsforThe Towel Depot, Inc.
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Complaint Details
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Initial Complaint
12/23/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
ON Nov 10, I ordered towels from Towel Depot. I have been charged, but I have not received the towels . I have created 3 tickets and they do not respond. We are order #***** and were charged 349.55. If they don't have the towels, they should be showing it on their site as unavailable. We ordered before and had no problems with that order. It's aggravating that they will not respond to the tickets we create in their system, and that they took our money while apparently knowing there was a supply issue. I saw another BBB complaint that there are many others having this same issue with them. They need to be responsive and solve this issue without it going this far.Initial Complaint
12/10/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I ordered towels and aprons from The Towel Depot on October 8th 2021 for $385.12. Called on November 15th 2021 with them saying the carrier had lost our shipment and we will be provided with new shipment in 5-8 days. It is now December 10th 2021 and anytime I try to reach them they will not answer or return voice messages. I would like a refund as our business has restaurants awaiting for these items for the past 2 months.Initial Complaint
12/07/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
Date of transaction: Nov 23 2021 Amount: $83.52 Items: 2 dozen Hunter Green Golf Towels. Issue: The seller has charged me for the towels. I have not received the towels. The order on their site still says "processing". I have tried calling, leaving voice mail, and submitting an online ticket. I have only been able to talk to someone one time. They said it shows in-transit but the customer rep would not give me a tracking # or what company it was shipped with. Then he put me on hold saying he would check on it. After 45 minutes on hold they hung up the call. When I try to call back all I get is voice mail or they hang up. The seller has not tried to resolve the issue because I can't get in contact with anyone and they do not return calls. I want the amount credited to back to my credit card. Order #: ***** Submitted Ticket #: ***Initial Complaint
11/22/2021
- Complaint Type:
- Product Issues
- Status:
- Unanswered
I placed an order on 10/28/2021 with The Towel Depot for about $1,000 worth of bath linens. My order # with them is *****. My order was marked as "completed" in their order system about 2 weeks ago, which means that it has been delivered to the customer, but i have not received my order in any capacity. I called them to let them know this and I was told by a customer service rep there, that my order being marked completed was an error on their end. I believe his name was "Momar" or something similar to that. It sounded like he had an indian accent. After he hung up on me once and then put me on hold for 2 hours, he told me that my order would be delivered by that Friday. My order did not come. I called him last week and followed up and he put me on hold for another hour and eventually told me my order would be delivered by last friday. It did not come. I called him today and told him that my order did not come and that I wanted a tracking number because I feel like i'm being lied to by them. He hung up on me twice and refused to give it to me. I called back and he kept hanging up on my call. I tried to call back the customer service line and it said "no-agent available", I then tried to get anyone else on the phone in sales or another department to see if they could help me multiple times and there is never anyone who picks up the phone. I have emailed their help line, left messages with the customer service department, and no one has gotten back to me. At this point I feel like i'm being scammed and I just want my order delivered to me or my money back from them. I cant get anyone on the phone at their company that will assist me with this issue and they are just ignoring me at this point even though my order has been paid in full. I am at a loss for what to do at this point.Initial Complaint
11/16/2021
- Complaint Type:
- Product Issues
- Status:
- Resolved
I ordered towels from The Towel Depot on Oct 15, 2021 in the amount of $127.20. They have never shipped them to me, I have never received the product. I have called, emailed and texted the company 25+ times to no avail. No answers, no product. This is an untrustworthy company and from their social media it appears others have victims of the company also. I would like a refund from The Towel Company and they should be put out of business.Business response
12/02/2021
This order was refunded in full, due to supply chain issues .Customer response
12/02/2021
Better Business Bureau:There has been no refund sent to me via the original form of payment (credit card) or by check. I have emailed The Towel Depot 6+ times and have asked for a refund either to the original form of payment (credit card) or check and they have not responded. I highly doubt the legitimacy of their response. They have NOT responded to over 30+ attempts of communication from me via phone, text, email, phone and social media.I have attached my most recent request for a refund. I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. Regards, ******** *********Business response
12/02/2021
Payment was refunded , When you emailed earlier this week, Please allow till this week for this to be process back to your account.Initial Complaint
11/15/2021
- Complaint Type:
- Delivery Issues
- Status:
- Unanswered
I had ordered (order #*****) towels from this company on September 20th for $807. After 6 weeks, I still not receive my order, I contacted the company on Nov 4th, spoken to the manager who later told me there was a mistake, my order will be deliver after 3 or 4 business days. Today Nov 15th, I contacted them after 40 mins waiting for them to check with the delivery company, they finally hang up the phone. Now I can not call them anymore. This company just lost my business. Unacceptable customer service, dishonest company.Initial Complaint
10/20/2021
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
The website states the cost of towels for a quantity 10+ would be 7.99 per dozen. We called the company to have them shipped overnight and git a different price of 28.00 per dozen. The customer support was unaware of the web site price.Business response
10/21/2021
Thank you for your message, We need to know which product you are referring too.
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Customer Complaints Summary
17 total complaints in the last 3 years.
2 complaints closed in the last 12 months.