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Complaint Details
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Initial Complaint
05/22/2023
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
Deceptive company. They advertise selling ‘double rolls’ of single roll wallpaper and charge a premium for it. They do this by dividing the manufacturer dimensions in half on their website and then claim they are selling double rolls. They then force force their customers to buy in multiples of two further providing the false perception that the customer will be getting a double roll of wallpaper. . I ordered six rolls and received three. Horrible, deceptive practices that break multiple online merchant laws. All other online retailers sell a single roll of the same paper and advertise it as such. I am not the only person this has happened to. There are several reviews on ********** and other review sites describing similar deceptive practices.
Business response
05/23/2023
This customer placed an order for 6 single rolls of pattern **********. This pattern is priced per single roll and packaged in double rolls only. It is clearly stated on our website on many square feet are in each single roll. The customer ordered 6 single rolls with 28.2 square feet per single roll. The rolls arrived to him as 3 double rolls each having 56.4 square feet for a total of 169.20 square feet. He received what he paid for. We clearly show how this wallpaper is priced and packaged and even have a link right next to the pattern explaining further. Here is a link *********************************************************************.Here is a link to the pattern on our website: *********************************************************************************************************************He is angry because he did not order enough wallpaper and is trying to put the blame on us. I also told him that he could return the order for a full refund if the rolls had not been opened but he has already opened and used all the rolls. I am including screen shots from our website of the description and how many square feet are in each single roll.Customer response
05/24/2023
I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint. 1. I am not the first person to report this company to the BBB for the same deceptive practices, please refer to the complaint made to BBB on 10/24/20222. There are several other customers of this company that have been deceived by how they communicate and sell their products online. Please refer to the attached document with just a few of these complaints. 3. The company's website is still deceptive however they made some of the changes they reference in their response after I made my purchase and complained to them. Regards, *****Initial Complaint
10/24/2022
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order for 6 rolls of wallpaper 25436 A-Street Prints Saltire Emile Lattice Blue Wallpaper. Vendor sent order acknowledgment stating 6 rolls for that item and sku. Received 3 rolls on 10/15. Contacted vendor immediately asking about balance of order, they claim to have shipped double rolls but rolls are singles so only half the coverage ordered. Obviously wallpaper is ordered for specific coverage, vendors website required ordering in quantities of 2, therefore doubling the single roll price but they made a mistake in only shipping half the order. Vendor needs to ship balance of order or issue refund for 50% of invoice price.Business response
11/07/2022
This pattern is priced per single roll and packaged in double rolls. The manufacturer ships them as double rolls not single rolls. The order was for 6 single rolls which arrived as 3 double roll bolts. On our website the coverage and length of a single roll is listed in the description under the pattern. A single roll is 16.5 feet long with a coverage of 28.2 square feet. If you look on the label on the double roll (2 single rolls) it is 33 feet long with a coverage of 56 square feet. The order of 6 single rolls (3 double rolls), would be a total of 169.2 square feet or 99 linear feet which was what was shipped and received. Here is a link to the pattern on our website: **********************************************************************************************************************
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2 total complaints in the last 3 years.
0 complaints closed in the last 12 months.