Choice Party Linens Incorporated

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I never heard from a manager other than the email that was sent letting me know that I was being offered a partial discount. Which was 2weeks after my event. Each time I called the rep told me that there was not a manager available. There was never an offer to replace the linens. I was told to forward the pics I had and a manager would get back to me. That never happened. I repeatedly called and kept getting put off. They only said that there were damaged chair covers because that's all pics the rep told me they received via email. I sent many more. I could not take photos of every chair cover, but there were plenty of photos taken. The entire lot except for about were acceptable, and this included the extra the sent. The others had holes and the seams were coming apart as you can see from the photos. As I stated before, had they informed me that their product was damaged, I would have used another company or purchased some for slightly higher cost
To this day, a manager has not called me to discuss the situation. Why would I want a 25% discount from a company that already provides damaged goodsBelow is the email the manager sent me acknowledging that there was a delay in my request for management response as well as the link for the photos I managed to get: ***
***,
I apologize that you feel this credit is unsatisfactoryIntensive research on this order, paired with how busy this summer has been (I’m sure it is for you, as well) has unfortunately delayed your request for a management responseI assure you that your complaint did not fall on deaf earsFirstly, thank you very much for the photos of the damaged chair covers, as they helped us to red flag the order for management inspectionBecause of your thorough documentation of the issue, we had our operations manager personally pick up the order and inspect the chair covers for damageHis inspection showed some variance in quality that is for rental linen (which is why we extend the courtesy of sending extras at no charge), but only a few were seen as unusableTypically that ruling would result in no credit whatsoeverHowever, I leaned on upper management to at least compensate you for some cost since you took the time to reach out to us and document your concerns on our quality issuesBecause of that, they granted me permission to go against the operations mangers inspection findings, and give you partial creditI hope that you can understand that is very unorthodox and being that is exceeds what we would typically doThat being said, unfortunately that is the maximum credit we are able to give youI understand that this decision may make you reconsider using Choice for any future needs, but I hope you choose to return to us in the futureI would be more than happy to offer you a 25% coupon on your next order
I hope that your summer continues to be happy and prosperous
Thank you,
Danielle *B***
Customer Service Manager
Choice Party Linens, IncPennsylvania Avenue
Prospect Park, PA P - ###-###-####
F - ###-###-####
www.choicepartylinens.com
[email protected]
Click Here! Become a fan of Choice Party Linens on ***!
*** ***

It has come to my attention that our client has filed a complaint against Choice Party Linens, Incwith your organizationIt is unfortunate that he saw fit to do so considering that we made amends for the issue as soon as we were notifiedIndeed, the story that our client has put forth
is inaccurate and the compensation requested is inappropriate.Our client rented party linens from us for an event in October Our client called us to let us know that some of the linens appeared stained and unacceptable for use at the eventChoice immediately offered to deliver replacement linens to our client and did soWe informed our client that the original linens would be inspected upon their return to our warehouse and, if they were found to be substandard, Choice would issue a credit for the replacement linensWhen the original linens were inspected by Choice's Laundry Manager, he determined that ALL the cloths (both the original and the replacements) appeared to have been used, therefore it was difficult to tell which stains, if any, had been present before the cloths were usedNonetheless, since we couldn't tell for certain that the cloths had NOT been stained before use, Choice went ahead and issued a full refund for the replacement linens to our client’s credit cardAfter the event, our client filed a chargeback with his credit card's issuing bank against the original invoice and also the invoice with the replacement linensWe contested the chargebacks, arguing that (1) the charge on the original invoice was legitimate since we immediately corrected the problem with the original linen order and that (2) the chargeback against the invoice with the replacement linens was improper since we had already refunded that charge! The bank sided with us and reversed the chargebacksOur client was not deterred and refiled the same chargebacks; the bank again sided with us, finding that we had corrected the error in a timely fashion and refunded the cost of the replacement linensWe regret that the original order delivered did not match or exceed our own standards for rental linensThat is why we immediately took action to correct the problemIt is also why we issued credit for the replacement linens even though it appeared to us that our client managed to use ALL the linens delivered to him, including the “unusable” linensAt this point, our client has been fully compensated and no further recompense is necessarySincerely,
Norman BL***President

September 5, 2014The customer ordered chair covers from us for an eventShe called on July 12th, 2014, complaining that the chair covers were not to her likingIt was after operating hours, but the on-call manager returned her
call to discuss optionsOur manager offered to deliver replacement chair covers, but the customer claimed it was too late at that point and requested credit insteadThe manager informed her that he would have to inspect the linen upon return to see the extent of the alleged damageWe red flagged the order for management inspection upon return to assess the alleged physical damageWe were very concerned about this so we enlisted our operations manager to perform the inspectionHis inspection showed some variation in quality, but no more than is forrental linensOnly out of the chair covers ordered were found to be unusableHowever, because chair covers often tear if improperly installed, we always send extrasIn this case, we had sent extra chair coversTherefore, there were more than enough extra chair covers to use instead of the undesirable ones.In the interest of providing excellent customer service and continuing our business relationship with our customer, we offered the customer a partial credit for her dissatisfactionWe also offered her a 25% discount on her next order as a hopeful gesture to continue doing business togetherWe regret that this particular customer was disappointed with our linensWe specialize in renting party linens to the hospitality industryOur prices are low and our customer service is highIn this case, we provided our customer with reasonable quality linens at great prices and even included extras at no costWhen we were informed of a problem, we immediately attempted to rectify it by first offering to replace the unacceptable linens and, when that proved impossible, by offering a generous refund on this order and a steep discount on the next orderUnfortunately, our customer continues to insist on a full refund, despite the fact that there were sufficient usable chair covers for her event

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I am dissatisfied with the fact I am still expected to pay for substandard product that the firm itself agrees was not good qualityWhat kind of customer service is that? Providing me with replacements that I was not aloud to take out of the building until I produced payment is no way to resolve their errorI sent a Choice Linen salesperson pictures of the stained tablecloths in question at 7:Am prior to the 11:luncheon start timeMy customer at the venue was understandably irritated and completely dissatisfied because she walked in the room the night prior to see all the stained linens on the tablesI also had the catering manager screaming at me because the venue staff was not able to set the tables for lunch until the linen situation was correctedAdditionally, we could not complete the table centerpieces until new linens were securedThe stained linens Choice delivered to me caused a ripple of tardiness, anxiety and questionable reputation down the lineWhy in the world would I have made the special trip to Choice at 8:AM as soon as they opened to secure an option to correct the problem if in fact there was no need? To imply so is utter lunacy! I have the emails with documented time stamps of what was sent to the Choice office the morning in question to prove they were delivered to me stained prior to useOf course they all look used - that's how the company delivered them to me! What nonsense! No credit from Choice was ever directly issued because the management continues to insist they are 100% justified in charging me for both sets of linens; the original order and what I picked up to satisfy my clientAll the bank charge-backs were put back on my credit card so I have paid for everything in disputeI reiterate, there is zero customer service with this companyIn my opinion; and likely many other bushiness owners reading this would agree that any credible salesperson, manager or owner might assess the situation as justification to issue a complete credit to compensate for their shortcoming, apologize for creating a nightmare situation and promote good customer serviceI am only asking for credit for their substandard product ~ which I have yet to receive.
Regards,
*** ***

Business Response to a ComplaintComplaint ID#:[redacted]Company Name:choice party linensCompany Contact:Danielle B[redacted]Company Phone:[redacted]Company Email:[redacted]@choicepartylinens.comPerson Who Sent the Complaint:[redacted]Staff Member:Response:The customer has placed four(4) orders with...

Choice Party Linens in 2016, for a total one of $596.15. One such charge was a replacement bill for complimentary sample linen that was originally loaned out to them at no charge, however the customer failed to ever return the loaner linen and was subsequently billed for the replacement cost. The other three(3) orders were for rental linen, that we shipped via [redacted]. The incident in question is documented as follows: Affordable placed the order for rental linen with a requested in-house date of Friday, September 2nd to use for an event on Saturday, September 3rd. Choice shipped the linen via [redacted] on 8/30, a day ahead of the customer's requested ship out date, as a courtesy so that it would arrive by Thursday, September 1st. The [redacted] tracking information shows the box was delivered to Affordable at 10:53am on 9/1. It is our feeling that we exceeded the customer's original request and it was out of our hands that Affordable demanded we speed up [redacted]' shipping process at 5:15 pm, when they arrived at 10:53 the very next morning, which was still a day ahead of their original request. Had the customer requested a sooner in house date, or even expedited shipping, we would have accommodated or facilitated such requests had they not waited until after the product left our facility. At the time of the customer's complaint call, it is our feeling that the customer became unreasonable. Choice customer service representatives explained to the customer that we do not have a phone system that allows us to keep a certain line on a prolonged hold, and offered to either relay an urgent message to the next available manager or transfer the customer to the supervisor's voicemail. [redacted] left a voicemail in my voicemail box at 5:15 pm (after I was already gone for the day), demanding a call back with in 15 minutes. [redacted] went on to explain that if I didn't return his call within 15 minutes, by 5:30 pm, that he would move to file a complaint with the Revdex.com and he didn't think that my superiors would like that very much, if I weren't able to accommodate his demands. He also stated that he never again intended to do business with Choice. Upon hearing the message the following day, we felt that it would only further agitate the situation to call [redacted]. It was our feeling that he voiced his intentions and that we would await the Revdex.com action.Sent on: 9/15/2016 3:36:51 PMSent by: [redacted]

Review: My name is [redacted] of [redacted]. I am writing in regards to a recent transaction with Choice Party Linens in which I rented 175 white chair covers for a total of $481.25. Upon receiving the chair covers for my brides event, I was disappointed to find that more than 75% of the chair covers were damaged and the seams were unraveling.. There were only about 5 chair covers that were presentable to use. Scheduled setup for this event was on 7/11/14 after 9 PM. The event was to take place at 4 PM the next afternoon. I contacted Choice the morning of 7/12/14 to explain the situation, sent photos and requested a call back from a manager. My calls to this date have not been returned. I finally received an email from one of the managers explaining that they do not do refunds but after reviewing some of the photos would give me a refund of $99.31. Below I have included the email conversation and attached images for your viewing. In a continuous effort to produce quality designs for my events, I rely on the quality of the linens I rent. I realize that the items are rentals, but that does not excuse being given damaged items. This has affected my reputation and quality of workmanship. I could have paid .15 more per chair cover and purchased new ones had I known they would be so damaged. What is really upsetting is that a manager will not even call me to address this issue. I believe that a full refund should be issued for the chair covers as I had no choice but to use them. The event colors were royal blue and white and the banquet chair covers were red, which totally clashed with the colors my bride and groom chose for their wedding day. Thanks in advance for your assistance in this matter.Desired Settlement: I would like a full refund for the total paid for chair covers. I've been reimbursed $99.31 which leaves a remaining balance of $381.94

Business

Response:

September 5, 2014The customer ordered chair covers from us for an event. She called on July 12th, 2014, complaining that the chair covers were not to her liking. It was after normal operating hours, but the on-call manager returned her call to discuss options. Our manager offered to deliver replacement chair covers, but the customer claimed it was too late at that point and requested credit instead. The manager informed her that he would have to inspect the linen upon return to see the extent of the alleged damage. We red flagged the order for management inspection upon return to assess the alleged physical damage. We were very concerned about this so we enlisted our operations manager to perform the inspection. His inspection showed some variation in quality, but no more than is normal forrental linens. Only 7 out of the 175 chair covers ordered were found to be unusable. However, because chair covers often tear if improperly installed, we always send extras. In this case, we had sent 17 extra chair covers. Therefore, there were more than enough extra chair covers to use instead of the undesirable ones.In the interest of providing excellent customer service and continuing our business relationship with our customer, we offered the customer a partial credit for her dissatisfaction. We also offered her a 25% discount on her next order as a hopeful gesture to continue doing business together.We regret that this particular customer was disappointed with our linens. We specialize in renting party linens to the hospitality industry. Our prices are low and our customer service is high. In this case, we provided our customer with reasonable quality linens at great prices and even included extras at no cost. When we were informed of a problem, we immediately attempted to rectify it by first offering to replace the unacceptable linens and, when that proved impossible, by offering a generous refund on this order and a steep discount on the next order. Unfortunately, our customer continues to insist on a full refund, despite the fact that there were sufficient usable chair covers for her event.

Consumer

Response:

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

Review: [redacted]

I am rejecting this response because:I never heard from a manager other than the email that was sent letting me know that I was being offered a partial discount. Which was 2weeks after my event. Each time I called the rep told me that there was not a manager available. There was never an offer to replace the linens. I was told to forward the pics I had and a manager would get back to me. That never happened. I repeatedly called and kept getting put off. They only said that there were 7 damaged chair covers because that's all pics the rep told me they received via email. I sent many more. I could not take photos of every chair cover, but there were plenty of photos taken. The entire lot except for about 10 were acceptable, and this included the 17 extra the sent. The others had holes and the seams were coming apart as you can see from the photos. As I stated before, had they informed me that their product was damaged, I would have used another company or purchased some for slightly higher cost. To this day, a manager has not called me to discuss the situation. Why would I want a 25% discount from a company that already provides damaged goods.Below is the email the manager sent me acknowledging that there was a delay in my request for management response as well as the link for the photos I managed to get: [redacted], I apologize that you feel this credit is unsatisfactory. Intensive research on this order, paired with how busy this summer has been (I’m sure it is for you, as well) has unfortunately delayed your request for a management response. I assure you that your complaint did not fall on deaf ears.Firstly, thank you very much for the 3 photos of the damaged chair covers, as they helped us to red flag the order for management inspection. Because of your thorough documentation of the issue, we had our operations manager personally pick up the order and inspect the chair covers for damage. His inspection showed some variance in quality that is normal for rental linen (which is why we extend the courtesy of sending extras at no charge), but only a few were seen as unusable. Typically that ruling would result in no credit whatsoever. However, I leaned on upper management to at least compensate you for some cost since you took the time to reach out to us and document your concerns on our quality issues. Because of that, they granted me permission to go against the operations mangers inspection findings, and give you partial credit. I hope that you can understand that is very unorthodox and being that is exceeds what we would typically do. That being said, unfortunately that is the maximum credit we are able to give you.I understand that this decision may make you reconsider using Choice for any future needs, but I hope you choose to return to us in the future. I would be more than happy to offer you a 25% coupon on your next order. I hope that your summer continues to be happy and prosperous. Thank you, Danielle *. B[redacted]Customer Service ManagerChoice Party Linens, Inc.1200 Pennsylvania AvenueProspect Park, PA 19076P - ###-###-####F - ###-###-####[email protected] Here! Become a fan of Choice Party Linens on [redacted]! [redacted]