Anna's Linens

Review: I had placed an online order for 5 blankets from Anna's Linens on November 28, 2013.I only received 3 of the 5 blankets. I have called the company's CCC multiple times and nothing has happened yet. I mean, neither have a received a refund nor have I got those missing two blankets.Could you please help?Order Number: [redacted]Missing Blanket SKU Number: [redacted]Missing Quantity: 2Total Price of Missing Quantity: $39.98 + Taxes.Desired Settlement: I had ordered blankets for the winter. Its almost spring now. I don't need those missing blankets anymore. I need a refund (credit the amount back to my credit card on file with Anna's Linens)Total Price of Missing Item: $39.98 + Taxes.Thank you!

Business

Response:

Hello, We apologize for any delay this has been. This order was refunded on 2/18/14 for $ 43.28. Again, we apologize for any inconvenience this has caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted]. Given how the Anna's Linens handled this issue in the last three months there was no way I could trust their reply until I saw the $$ credit reflect in my account this morning.

Thank you Revdex.com for all your help. I couldn't have imagined dealing with Anna's Linens anymore regarding this claim if it wasn't for you.

Thanks once again!!

Regards,

Review: I placed an order through the Anna's Linens website on Thursday night, 1/23/2014. I used my debit card for the purchase. The funds were withdrawn from my account and on the evening of Friday, 1/24/2014, upon returning from work, I received an email that [redacted] had placed a hold on my order and if I didn't call him long distance between 9am and 4 pm on Monday, 1/27/2014, he would cancel my order.Since this is a gift that needs to arrive in a timely manner AND since my work hours prevent me from contacting anyone between the hours of 7am and 5pm, I requested, via email that the funds be refunded and the order canceled. I informed them, via email, that I would not be able to contact them at their convenience and am willing to go to another store for my purchase. Unfortunately, I need my money back to do that.I received an email response telling me that I needed to contact [redacted] and the same number during the same hours. Again, if I didn't my order would be canceled by 1/27/2014. I responded and explained that I can't contact them at that time. I don't mind going to another online vendor to make my purchase but I need my money to do it.Desired Settlement: I would like a FULL refund from them, in a timely manner. I really don't care why they put a hold on my order, just as they probably don't care that they lost a customer.

Business

Response:

We will always put a hold on orders over $100.00 that have a different bill to and ship. This is our department policy. We do this in order to protect our customers credit card information. This order was $ 109.98 and was flagged for address verfication due to the billing being in Nevada and shipping to New York. We reached out to our customers two times unless they decide to cancel their order.

This order was never charged and has been canceled.

Review: I ordered a bedding set online from Anna's Linens at the end of January. As I ordered two other sets around the same time and was just moving in somewhere, I did not take everything out of the bag until the end of February. When I did I realized that be pillow shams the set came with were plain while the picture online and on the set advertised pillow shams with a design. I emailed Anna's Linens with pictures. Someone from their customer service department responded and said my email would get forwarded to their internal department. The pictures I sent were repeatedly "lost". After nearly a month of resending pictures of what I received and what was advertised, they told me that the picture of what I received is what they have in their warehouse. They did not address that they advertised their product incorrectly. I was also told in their most recent reply that I could return the merchandise within 30 days, but it has been well over 30 days. I wish I could provide those pictures in this section.Desired Settlement: I would like to receive the pillow shams advertised on the package and online. If that is not possible because the set was incorrectly advertised, I would like a refund. I expect to not have to pay for shipping to return the set or I would like to be allowed to return the set for a full refund at the Anna's Linens store closest to me.

Business

Response:

This item is not available. The customer has been sent a label to have this returned for a full refund-Return Tracking#[redacted].

Review: I purchased a gift from this place in May 2015, all the locations in the state of TX has been closed. Will I be able to take it somewhere to get my money back or is the card no longer good.Desired Settlement: I would like to get my money back if possible.

Review: 12/1/14 online order [redacted]. $24.60. Bedding product was open and had specks in it. Nasty. 12/16/14 return to local store. Store credit only because I used [redacted]. Did not want mdse credit but busy Christmas time. Store items poor quality & cannot find anything I want. Cannot use this credit online either. Discuss with a store mgr. Nice; apologetic. Call online Cust Svc. Not helpful. Ask to speak with supervisor. Finally said ok; will refund money to [redacted]. Then hung up on me. No refund or response ever came. Local store sorry; offer to call on my behalf. Send multiple more complaints on online contact form, during this time period. Store still trying to get help for me, they say. (go to store 3 times) This week online I tell them I will report to Revdex.com. FINALLY they DO answer-say it is too late! Terrible cust. svc. and did not refund as promised. Poor online svc not professionally connected to store. Also they sent out used open bedding. So rude. Never had online problem like this. Sorry for choppy writing style. Thought would run out of room. Thank you so much.Desired Settlement: Want refund to [redacted] in a check or at store. If they cannot cancel the store credit electronically, I am happy to physically take it to the store. (I filed a complaint to [redacted] card this morning, but need your backup, as this company is so disreputable, even if [redacted] charges back, Anna's will just re-charge it. They are not trustworthy and are irresponsible. This is as much about terrible customer service and principle as it is the money. They promised to refund my money and did nothing. We shop online daily. Have never received poor customer service, defective products or had any problems with a return.

Business

Response:

The customer will need to drop the [redacted] dispute to get fully refunded.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[I would need to know the manner in which Anna's Linens plans to make the refund and if they are bound by that commitment, by virtue of correspondence via Revdex.com. With my experience regarding this transaction thus far, I would need a firm and legal commitment, with details, validated through Revdex.com. This has been an unpleasant experience and no one wants it resolved more than I. Thank you.]

Regards,

Business

Response:

We cannot refund this until the [redacted] issue is closed.

Review: My husband ordered a bed in a bag comforter set for me for Christmas on the 15th of Dec. When he hadn't got it by the 22nd he called, because it was guaranteed delivery by Christmas. We then were told it was being shipped out the next day. We have the tracking number, and called again on it . It was scanned into the Bloomington, CA Fed ex on the 23rd, and it has not moved from there yet. When we called on it , they can't find the package. We were told we would have to file a claim. Anna's linens said they would file the claim, but they would not replace the package for another 2 weeks. I said that was not acceptable, since if they would of sent the package when originally ordered on the 15th, they would not of had to reorder the package to be sent again, and it wouldn't of got lost at Fed ex. They wouldn't budge. I asked for the corporate number 714-850-0504 option *, I called talked to [redacted]. She said she would send it out immediately and then called back shortly thereafter and said it was out of stock and was going to refund my money to my account. Imagine my surprise this morning when my account was not credited, but had the payment taken out of it. I am short the $42.38 from the order. That caused my account to negative, and now I have an additional fee for$25.00.

On the evening of Dec. 29th my husband got an email stating that the original order from Dec. 16th for Anna's linens has shipped. The replacement one they sent on the 23rd is still missing in action. The tracking number for this order is invalid, and not showing it being shipped. When I called today again to Corporate, [redacted] stated that they didn’t see the money being taken from my account and she had processed the credit to my account. When we checked online for Anna’s linens it shows the order as complete. She told me to call my bank. My bank is getting ready to file for a fraudulent amount taken out of my account.Desired Settlement: I want my money refunded, and I want the overdrawn fee also refunded. If the bed set becomes in stock, I want it sent to me for free for all my hassles. My husband or myself will never ever purchase online or from the store of ANNA's Linens again. Please be sure I am telling everyone I know about the hassle we have gone through to get my Christmas gift. Merry Christmas to me…NOT!

Business

Response:

Thank you for brining this to our attention. This customer was refunded in full and was also kind enough to let u s know about her also receiving the item. We informed the customer to keep the item at no charge.We will be able to honor a gift card for $ 25.00 to Annas Linens if this is acceptable to the customer.

Review: Failure to fix mistake in a timely manner

I placed an order from AnnasLinens.com on November 28, 2014 at 9:35:23 pm. My order number is [redacted]. I was supposed to have received a king size bed-in-a-bag from me. Instead, I received a California king. As soon as I received the package (a week later than I was supposed to have), I tried to resolve the issue with the Killeen, TX location by doing an even exchange. However, the only product they had was the queen size. The supervisor at the store location was more than helpful and called the store to see what needed to be done to fix the problem. She gave me a list of things to do. Once I got home, I complied to what needed to be done. I took pictures of the product and sent it to the customer service e-mail address and was instructed to print a label to mail back the product. They received the product on Monday, December 15, 2014. Once I noticed that they received the product, I called them up to find out how long it would take for them to ship the product. They said 24 to 48 hours. I called them today (December 17, 2014) to see if my product had been shipped out. It has not. I spoke to Paula at the corporate office and she told me that they were backed up and that I may not receive my product for 7-14 business days. I'm very disatisfied with Anna's Linens. I hope they realized that they just ruined my Christmas, but I'm sure that they have everything they want under their tree. They put me back in line as any other customer. This matter should have been resolved differently instead of having me wait in line... AGAIN. After all, this was their error, not mine. They should've paid the extra expense and had it airlifted out to me instead of taking their sweet precious time. I will be telling everyone that will listen of my poor experience with Anna's Linens (especially those in California).Desired Settlement: I want the proper product that I was promised in my possession BEFORE CHRISTMAS and for a corporate office to quit putting their customers on the back burner.

Business

Response:

We apologize for the inconvenience this has caused. Please be advised your shipping charges were refunded as well.

Review: I hadn't yet, moved to my new address but wanted my new bed stuff to be there when I got there. I ordered online with about a week to spare. I entered one number wrong on the order for my new address and tried to correct it immediately on their site but it would only update my personal info and would not fix my order. This was late in the evening of the 22nd of December (sunday). I assumed that they were closed for the holiday and the website said my order wasn't due to be shipped until January 7th so I waited to call. Luckily I checked the website worried, and saw my order was already being processed and shipped on Thursday the 26th. Normally this would be a good thing, except that I was not yet living at my new address and I was given no room for error on the website. So I could not correct my 1 wrong number on the address online nor over the phone. When I called they stated that in the fine print in the FAQ link on the web site, that it states that I can not make any changes to my order. Also I have called 4 or more times since then and they said I could not have a refund, all sales are final. I even tried to pick it up at the local post office and was falsely told that it was there. In fact it was sent back to then on the same day it arrived in my town. That was on saturday the 28th. Shortly, I have not received my order, nor any type of compensation. They offered to charge me for shipping (which is free online) or to pay for my whole order again and they will not refund me until they get my order back in their possession. So they want me to pay twice to have the order resent to me in a timely manner. I have spoken to several people whom are all "unable" to help me due to the FAQ's on the website. Who reads the FAQ's before they place an order? I think they should strongly think about the happiness of their customers. They said it will still be up to 14 days until they will get my package back in their warehouse and be able to ship it to me. A ploy for more money I assume.Desired Settlement: Either my merchandise sent to me as of yesterday, or a full refund now so I can order online again with free shipping and get it in a timely manner. I would like anything they can do, and with expeditious effort. Or at least some effort.

Business

Response:

Hello,

This is in regards to the complaint we received for customer [redacted].

The customer order was placed on 12-22-13 and customer called in to try and update her shipping address but because of the timing and email communication the change was not processed. The customer was told by the representative ** that this was not a guarantee but that she would do her best to get the request in.

Customer called back 1-2-14 and spoke to [redacted] to see if the package had come to the warehouse but as of that time it had not reached the warehouse yet. The customer also called back on 1/7 to get another update but the package was not checked in. Customer also called on 1-8 to escalate to a manager about the package not being there but reps and supervisor explained this was not our error and this was shipped to the address that the customer had provided on this order. It was not until Jan 14 2014 that the package finally arrived at the warehouse and the warehouse needed confirmation where this would be reshipped. We received an update on 1-15-14 where the packages would be sent out.

We did not receive an update from the warehouse until 1-27-14 that this was reshipped due to the packages that were returned were returned at two different times and we needed to ship these all together.

The customers items were all reshipped 1-27-14- [redacted] via Fed Ex ground.

This link below was also given to the customer so that she could understand why we could not change her order.

Canceling or Modifying an order

At Anna's we strive to ship every order as quickly as possible so that you will receive quickly. Thus, as soon as we receive your order we send it to our warehouse for fulfillment. We cannot stop an order once the fulfillment process has started. Thus, we do not allow cancelations for any order. If you decide you do not want the order anymore, then you can still return the order. Please see below for return instructions and policies.

ANNA’S LINENS

3550 Hyland Avenue - Costa Mesa, CA 92626

714-460-2884

www.AnnasLinens.com

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[They never provided me with the link they specified. In addition, they told me the items had been re-shipped on the 15 and again on the 23rd yet could not provide a tracking number. I did receive my items yesterday 1/28/14. The items are poor quality and there is a defect on the comforter. At this time I would like to close the complaint as it would be way too much trouble to deal with them again. I am not satisfied but I am done with them.]

Regards,

Business

Response:

We apologize for the inconvienence. We do not send a link out on reships but will bring this to managements attention. If you change your mine please call customer service to explain situation and get issued a label to return your items.

Review: I went on Ebay on Monday Dec 15th 2014 to look for a comforter set as a Christmas gift for my son and daughter in-law. After I looked locally and was unable to find one in the colors of red and black. I found this beautiful set that was perfect in everyway. I went to purchase it and was redirected to a store by the name of Anna's Linens. I had already checked this store locally and there online store and this comforter set was not part of there inventory. I then checked to make sure I would receive it by Dec 24th 2014 It was garented to be shipped and received between the date of Dec 17-23 2014 so I then place my order. On Dec 17th I called Anna's linens because I had not received any shipping information and I couldn't get any reply from multi messages I sent via there Ebay store and there regular online store. At this time the rep couldn't tell me anything about my order. I located all the information that I received from ebay and called back again the next day on Dec 18th 2014 I was told by a rep on this day the item would ship out that evening. On the next day there was still no shipping information so I called Anna's linens again on Dec 19th at this point I was told it would ship out the following Monday Dec 21st 2014 Now we are 2 days away from Christmas. So I call back again On Monday Dec 21st 2014 I'm told at this point the item was still processing and they may NOT even have the item in stock. It now has been over one week that they have lied to me. I asked why then if they don't have it in stock they have NOT refunded my money so that I could purchase something else. The rep told me until it is finished processing they don't no for sure if they have the item or not and NOT until then will they be able to refund my money or ship the item While I was on the phone with this rep I could hear another Rep in the background talking to another customer about opening a case in order to get a refund. I want my order not a refund but I want someone to be honest.Desired Settlement: I want the item I purchased. I also want compensated for all the lies and the holding of my money if they did NOT have the item in stock. so I could NOT purchase my son another Christmas gift. I'm disabled and live on a fixed income. I now have to be ashamed that I don't have a gift for my son and daughter in-law.

Consumer

Response:

I would like to add more info to my complaint against Anna's Linens. I called the customer service after filing this complaint and was told by another rep that because the reps that I spoke with on Dec 17th 18th and 19th did not do there job by sending a request to have my item shipped right away that now because it is 2 days before Christmas it is to late for them to do anything about my order and no further information is available. I told the rep I just need to no if I'm going to receive my order at all. He then told me there was no information available and I would just have to wait. I want my order and I cfan't believe how this store treats it's customers. I'm so upset. I feel like I'm being taken advantage of can someone please help me

Business

Response:

This item is no longer available and a refund has been processed in full.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I will not except there awful reply you can tell that they have no regards to there customers feelings by there simple response. I have attached reply's from them to the multi messages I sent via ebay and thru there main store web site, I started sending messages on Dec 17th 2014 if you notice they did not start replying until Dec 23rd 2014 the day after they gave me a refund. Also you will notice they are still telling my order is being shipped. As I said I did not care if I received my order after Christmas I just wanted to no if I was going to receive for sure what I ordered. I planned on giving my son and daughter a picture of what I purchased and telling them there was a dely in the shipping. I did not want to give them a picture of something that I was NOT going to get. Because of the awful way they treat there customers I did NOT receive what I ordered and I was unable to purchase them any thing else because they took so long refunding my money for a item they didn't even have in stock I did not have the money returned to my debit card to purchase another. I told the women I spoke with at there corporate office that issuing a refund on Dec 22nd will not get deposited back on to my card in time for me to shop for another and she then told me it would take 24 hrs. Not true just another way to make me the customer shut up and go away. As of today Dec 26th 2014 the money still is not back on my debit card. I live on a fixed income and I don't have $60 laying around so I was unable to give my son and daughter anything for Christmas. I'm very upset by this whole thing.

Regards,

Review: I normally would not file a complaint about a customer service matter because for the most part if you call a company's customer service number the problem gets resolved. In this case it has not. I placed a transfer for a set of curtains from Pasadena Anna's Linens to the San Dimas location because they were out of stock. I waited 2 months and no return call. I finally walked into the San Dimas store to find out my transfer was never requested. The supervisor on duty called around and found 1 curtain at 2 different locations. I had a friend pick 1 up because it was closer to her and the other was to be transferred. Again, the transfer never happened and they sold the last one in stock. I have called their customer service line and asked for a supervisor and was placed on hold for over 15 minutes and nobody ever picked up. I called their corporate office in Costa Mesa, California and the number isnt any good. Their refund policy is within 30 days with a receipt or store credit without. I do not wish to have store credit at such a business and my friend has lost the receipt. I would like my cash refund for the 1 curtain I have no use for but cannot get ahold of a customer service rep or someone in corp. I wanted to file a complaint on the store but now that complaint is with the company in general.Desired Settlement: cash refund for curtain of $9.99 plus tax from san dimas, ca Anna's Linens location.

Business

Response:

We apologize for the inconvenience this may have caused. Please be advised we will look into this matter for you. If you place your order on line we can refund you any shipping that you may have.

Review: On November 20, 2013, I placed an order with Annas Linens order number [redacted]. I ordered three comforter sets.1 of Christina Bed In A Bag [ASIN: _ASINLESS_]1 of Madonna Bed In A Bag [ASIN: _ASINLESS_]1 of Tuxedo Bed In A Bag [ASIN: _ASINLESS_]On November 26th I received and email that my order was shipped. I received two of my three comforter sets. I sent an email on December 4, 2013 letting the know that I only received two of the three and asked when I will receive the third one. They never responded. I sent another email on December 17, 2013. I finally received an email from them stating the following:Hi Ms. [redacted], Thank you for your email. As stated in the prior email on Dec. 05, 2013 this matter is being investigated, and once the investigation has concluded we can either reship the item or refund you per your request. I will send an escalated email to our internal department regarding your investigation and advise them that you would like to have the item refunded. We apologize for the length of time that the investigation is taking and hope to have it resolved for you very soon. Additionally, our apologies if you did not get the prior email that was sent, it may have been sent to your Amazon email and not your personal. Regards, Anna's Linens Customer ServiceCustomer Service Hours: 8am-6pm PST###-###-####I sent another email to them on January 6, 2014 and again today February 3, 2014. I just want my money back. If you pay in advance for a product you should receive the product and when you don't the company should refund your money. That's all I've been asking for is a refund.Thanks,[redacted]###-###-####Desired Settlement: I want a full refund.

Business

Response:

Hello, This refund was issued and processed on 2-4-14. We apologize for the delay and any inconvenience that this may have caused.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Review: linens and things manufactures a "[redacted]" line of sheets, which I suspect are not organic since they are labelled "made in china" and very rough

the sheets were purchased for my daughter, who is sensitive to chemicals commonly used in bedding. when the sheets arrived, the box claimed "certified organic" but yet there were no official organic labels. the tag on the sheets says "made in china" which means they cannot possibly be organic, at least not by american standards. furthermore, the other organic goods I have purchased have come with warning labels of flammability, since they are not sprayed with fire rdants- this is what I was hoping for. this sheets did not have the flammable warning and they were uncharacteristically rough- also not usual for organic bedding. after conducting some internet research, I found vendors on amazon selling sheets from the same line, and they even said that the origin of the sheets could not be verified, and that they could not guarantee they were truly organic, as the label would suggest. I opened a dispute through paypal to first try to get a refund through the distributor, who stood behind the product. that went nowhere, so I am appealing to the Revdex.com, hoping that some sense will be brought to the situtation. if these sheets are organic, it should be no problem for the company to verify the origin where the cotton was grown, how the fabric was manufactured, and what real official organic certification their product holds. once again, since the tag on the sheets only says "100 percent cotton, made in china" I am convinced they are not organic. I will not be pleased until I have received a full refund for my original purchase amount and I will not be recommending or patronizing this company ever.Desired Settlement: I would like a full and complete refund in the amount of 30.00

Business

Response:

• Valid Returns on merchandise purchasedprior to 6/19/15, will be accepted throughJuly 14th, 2015 in accordance with Anna'sLinens Return Policy.• We will be accepting all valid (non-expired)Anna's branded coupons, and Anna's GiftCards, through July 14th 2015.Due To Federal BankruptcyWe no longer are accepting/offering redemptionson Vendor Branded Coupons, Groupons, ShoppingCentre Coupons, Military Discounts, AARPDiscounts or any other non-Anna's valid coupons.UNITED STATES BANKRUPTCY COURT CENTRALDISTRICT OF CALIFORNIA [redacted] DIVISIONIn re: ANNA'S LINENS, INC.,Case No. [redacted]

Review: I ordered some towels at the end of November 2014. I received them, washed them one time before using them and they fell apart. The towels had shreds hanging from them and they were putting massive amounts of lint all over the place. I contacted customer service via email to inquire on how I could return the towels and receive a refund. They responded saying I needed to send pictures of the towels which I thought was ridiculous being that I was returning them, but if that's their policy, fine. Once I submitted the pictures, it took too long for them to get back with me. Then I couldn't get anyone to respond to my email asking for an update on the status of my issue. I finally had to tell them I was going to report them here if I didn't receive a response. When they finally responded, they said they'd issued a refund. I checked my account and apparently days earlier, they'd refunded me $10 when my total order was $44.80. I guess they just expected me to know that they'd given me a refund. I'm EXTREMELY unsatisfied with the "customer service" I've received from this company. I've been far too patient and given them a chance to make this right with no success. I'm really not sure how they have any business and I will definitely NOT be recommending them to any of my friends or acquaintances. Ridiculous.Desired Settlement: I want a FULL refund for the total amount of my order. I'll be happy to return the product, but they never sent me a shipping label.

Business

Response:

Hello, we apologize for the error and have refunded for $ 34.84. Please discard the towels at this time. We apologize for the inconvienenve but this was a system issue and was an oversight on our end.Again, the order has been refunded for the amount of $ 34.84.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.I show a refund of $10 to my account on 01/12. Nowhere is there a refund of $34.84. Now the company, after going back and forth for the last month with me, is blaming [redacted] Payments services and now all of a sudden saying that I need to call them. They tell me I need to take it up with them. So I call [redacted] today and guess what [redacted] says?? That they have no idea why Anna's Linens would tell me to call them and they can't find any record of the refund. Anna's Linens just keeps telling me that a refund for $34 was processed. Well, I told them that I'm looking at my account and there is no refund in that amount. Only one for $10. Customer service just kept repeating back to me that I was refunded. THEN, instead of offering to find out what's going on and try to help me, they tell me I have to call [redacted]! This is the most ridiculous and awful customer service I've ever had from any company! Actually, I take that back... I don't know what you call this but it's not customer service...

Regards,

Business

Response:

There has been a prior refund that we show in Amazon that was done for $ 34.76. Today another refund for shipping cost has been done for $ 10.04 this is a total of $ 44.80 which the customer has paid.