ComplaintsforWallpaperdirect

• Initial Complaint

  07/26/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Their webiste advertised a double roll of wall paper. Leading me to expect 2 rolls of wall paper. I only received a single roll of wall paper. I ordered a single roll from a another supplier and was sent the same exact roll. Their website is misleading and they do not make the details clear. Their price was about double the other site which further led me to believe that I was getting 2 rolls. It seems they are taking advantage of this subtle nomenclature of single vs double rolls and matching their price to a double to cause confusion and make you think you are getting a good deal for 2 rolls. The receipt clearly says 1 roll after you buy it. This seems deliberately confusing on the site but on the receipt they know to be more accurate. This is evidence of predatory behavior. I called and told them this was misleading, their website does not do enough to make it clear what you are getting. I wanted to return the product and have them pay for the shipping as they caused the confusion and unfair situation to me, the consumer. They refused to pay for the shipping and were very rude about it, saying I should have known. I believe that they as the business should have been more clear and not prey on the consumers limited knowledge in the space by using industry jargon and predatory pricing to mislead the consumer with limited experience in this area. They should refund my shipping and allow me to return this product at their expense. They should make simple changes to the copy on their site to make it more clear to future consumers to avoid more confusion caused by them. The CSR Joanna Rosa was extremely condescending and made me feel like I should have know how the industry worked and seemed completely uninterested in resolving this matter for me, telling me I can do what ever I want. She was extremely smug and I want to warn other consumers to not do business with them as they are not interested in your satisfaction and will intentionally mislead.

  Business response

  08/02/2023

  Dear Better Business Bureau,

  We are sorry that this customer had a misunderstanding about the meaning of a double roll of wallpaper. A double roll of wallpaper (also known as a bolt) is one physical roll that has 33' of wallpaper on the roll. All the rolls we sell are a double roll size rolls and this is stated next to the price. A double roll is not two rolls. There are no 'single' rolls. The customer complained that we have made up the term double roll, but this is an industry term for a roll with 33' of wallpaper on the roll. After his call to us, we provided the customer the information on our site about this very common question about a double roll and what that means - please see attached. In addition, he stated he ordered the same product from Home Depot and that Home Depot sold it to him as 'single' roll. In our email reply to him we showed him the details on Home Depot's site that states the roll he purchased from Home Depot was also a double roll. 

  His complaint about the employee who assisted him is unwarranted and false. She was professional in her reply to him on the telephone and also in writing. He was the one who was extremely rude to her and threatening and accusing our company of all sorts of bad business practices. We are part of C Brewers & Sons which has been in business for over 120 years in the UK selling wallcoverings and decorator materials. Wallpaperdirect is the online division of C Brewers & Son and we have been selling online for over 23 years. We have a lot or experience in wallpaper and we are experts in the wallpaper industry. We by no means mislead or misinform customers as he has accused us. We take pride in offering helpful customer service to all our customers and a customer complaint like this taken very seriously and addressed immediately. We have a 4.8 rating worldwide on Trustpilot which is evidence that we are a trusted company.

  As a gesture of goodwill, I refunded the customer in full on July 31st before receiving this Better Business Bureau complaint since the customer continued to complain. We also did not require him to return the roll. When I refunded him I stated to him that we hear his complaint, but that our site is correct in what we offer to our customers.

  Please let me know if you have any questions or need any further details to support our defense against this complaint.

  Sincerely,

  Alise ********

• Initial Complaint

  12/09/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On December 3rd, I sent back two unopened, unused rolls of wallpaper to Wallpaper Direct. They said that one of the rolls was opened (it was not) and so kept $250 of my dollars. Their return policy states that "unopened rolls" are ineligible for exchange - not unwrapped rolls. This company stole $250 from me against their own return policy. I absolutely demand restitution.

  Business response

  12/16/2021

  Business Response /* (1000, 5, 2021/12/10) */ Contact Name and Title: ***** ********* VP Contact Phone: XXXXXXXXXX Contact Email: ****@wallpaperdirect.com Dear Better Business Bureau, The customer who has filed this complaint with us has a misunderstanding about our returns policy which is clearly stated on our site and in the email communications we had with her regarding making a return. Our parent company, C Brewers & Sons, has been in business for over 117 years and our online division, Wallpaperdirect has been selling online for over 20 years. We do not "steal" from our customers as this complaint accuses us. We are a reputable company selling only the highest quality wallpapers. Our customers are very important to us and we strive for the highest standards of excellence in all our transactions with our customers. Attached you will find our communications with Ms. ******* regarding her return. We clearly communicated to her that we accept back for a return unopened rolls. She returned two rolls to us and one roll was opened - please see photo which we supplied to Ms. ******* of how both rolls arrived to us. She finally admitted she unwrapped the roll since she states that "how would someone look at wallpaper if they did not unwrap it?". We explained that we offer free samples for that very purpose. This customer is arguing with us and states that "unwrapping" is not the same as "opening" a roll. Our site clearly states that we accept returns of unopened rolls in their original condition. Since we could not accept the return of the opened roll we offered to return the roll to her at our expense as a gesture of goodwill. We refunded her for the unopened roll and returned the opened roll to her by UPS. There was no "stealing" involved. Please let me know if you have any questions. Sincerely, ***** ********* Vice President North America Operations Consumer Response /* (3000, 7, 2021/12/10) */ (The consumer indicated he/she DID NOT accept the response from the business.) The policy on the site does not clearly state that this company will steal from its customers. The wallpaper I returned was unopened, per the policy on the site. This business should be shuttered for theft. I demand restitution.

*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. ↩