Fine Linens

The customer is correct, the fact that this item is non-returnable is stated on the product page, directly above the button to add the item to your cartWe made every attempt to inform her of the custom & non-returnable nature of the item, including sending the customer an email after she placed her order to reiterate that the coverlet was being made to order and was a custom item that could not be returned or exchangedAll of our packing slips include the message at the bottom with a link to the return policy on our website so that the customer can refer to it, where it is specifically noted again that custom items can not be returnedIn regards to the size of the item, due to it being 100% cotton there will be shrinkageIt's made this way to allow for that so that it won't be smaller than the stated size after being washedDue to the circumstances and this item being custom made, we are unable to accept it back or issue a refund

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I just completed a detailed discussion of why my complaint against Fine Linens has not been resolved but for some reason it did not go through.  Suffice to say that FL refuses to acknowledge their deliberately obtuse online ordering instructions. Their attitude that the onus is on the customer to discover an item is not returnable is disturbing at best.  Since the outcome of this complaint will likely not be in my favor, all I can do is advise the buying public to be very wary of Fine Linens' less-than-upfront business practices.
 
 
 
 
In order for the Revdex.com to appropriately process your response, you MUST answer the question above.
Sincerely,
[redacted]

The customer is correct, the fact that this item is non-returnable is stated on the product page, directly above the button to add the item to your cart. We made every attempt to inform her of the custom & non-returnable nature of the item, including sending the customer an email after she...

placed her order to reiterate that the coverlet was being made to order and was a custom item that could not be returned or exchanged. All of our packing slips include the message at the bottom with a link to the return policy on our website so that the customer can refer to it, where it is specifically noted again that custom items can not be returned. In regards to the size of the item, due to it being 100% cotton there will be shrinkage. It's made this way to allow for that so that it won't be smaller than the stated size after being washed. Due to the circumstances and this item being custom made, we are unable to accept it back or issue a refund.

Review: I ordered an expensive Nancy Koltes Madrid queen-sized coverlet from Fine Linens. The stated size was 90" x 94". When it arrived, it swamped my bed, the actual measurement being 99" x 104". I contacted them to say I planned to return the coverlet but did not feel I should have to pay the return shipping fee since the stated size was different from that which they sent.

I was told that the coverlet could not be returned since it had been custom-made and that they always over-size to allow for shrinkage. Nowhere was that stated and the non-refundable nature of the transaction was in tiny print at the bottom of the product page, easily missed by those with less than 20-20 vision., a very deceptive and mis-leading practice. Furthermore, the packing slip states that "if you would like to return any of our items, you can fill out the online form at the address below: [redacted]"

I was also told that a follow-up email from them to me following my online purchase, indicated the coverlet could not be returned. What the email showed was a heading reading "Custom Design". Dave, my contact at Fine Linens said I should have known that custom-made items can never be returned. Call me naïve, but I did not know that, having never ordered anything custom-made before. Had I known, I would have canceled the order.,

I will never do business with Fine Linens again and plan to contact Nancy Koltes directly to make them aware of the situation.Desired Settlement: Allow me to return the coverlet and issue a full refund.

Business

Response:

The customer is correct, the fact that this item is non-returnable is stated on the product page, directly above the button to add the item to your cart. We made every attempt to inform her of the custom & non-returnable nature of the item, including sending the customer an email after she placed her order to reiterate that the coverlet was being made to order and was a custom item that could not be returned or exchanged. All of our packing slips include the message at the bottom with a link to the return policy on our website so that the customer can refer to it, where it is specifically noted again that custom items can not be returned. In regards to the size of the item, due to it being 100% cotton there will be shrinkage. It's made this way to allow for that so that it won't be smaller than the stated size after being washed. Due to the circumstances and this item being custom made, we are unable to accept it back or issue a refund.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID# [redacted], and have determined that my complaint has NOT been resolved because:

I just completed a detailed discussion of why my complaint against Fine Linens has not been resolved but for some reason it did not go through. Suffice to say that FL refuses to acknowledge their deliberately obtuse online ordering instructions. Their attitude that the onus is on the customer to discover an item is not returnable is disturbing at best. Since the outcome of this complaint will likely not be in my favor, all I can do is advise the buying public to be very wary of Fine Linens' less-than-upfront business practices.

In order for the Revdex.com to appropriately process your response, you MUST answer the question above.

Sincerely,