Linens 'N' Things

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted]. I would very much like to return the items as the business has offered, but am unable to return them in the original packaging, as the box was crushed and torn when it was delivered. If the business will accept the return in alternate packaging, I will gladly return the items and consider this matter closed.
Regards,
[redacted]

Re: LNT order # [redacted] 
This order was delivered via Fedex tracking # [redacted]...

[redacted]
All three packages delivered on the 3/11/16 to customer address. 
We do apologize for the delay but item were on backorder from the MFR but thankfully order has been fulfilled. 
Thanks, 
[redacted]. 
LNT Customer Service

LNT Order #[redacted]We are sorry that customer has not been refunded but customer never contacted requesting a return address for this order.   I do see that customer submitted a return request on Feb 14 but we prompted to please:Please open a ticket in the order status page: order status...

page requesting an RMA # and return address. Please include the return reason again when submitting this ticket. Thank you!==================We never received this request so we did not provide an RMA or return address to customer.  I have contacted my supplier to check if they received any return so customer can be credited.  If customer can please provide return address used and return tracking number of package  that would be extremely helpful to assist her. Thank you, [redacted] LNT Customer Service

Hello, Re: LNT Order #[redacted]All return information for order placed through us is provided in our website:  https://www.lnt.com/returnsWhen customer contacted though it was over the return period.   We contacted our supplier when this claim was received and made an...

exception. Customer can return to:[redacted]
[redacted]
[redacted]They can use RMA/TCN#[redacted]  All items need to be in original package and condition.  Customer needs to return the order via a traceable method.  If sending via USPS a delivery confirmation number is needed. Thanks, [redacted] LNT Customer Service

Hello,
LNT Order #[redacted]
In order to assist customer and meet her half way we can send her a prepaid label and partially cover the returns shipping cost  even though she was sent the correct and complete item
We can send her a prepaid label  but we will deduct $6.00 from her refund.   That would cover 50% of the cost.   Otherwise customer will have to return the item to:
[redacted]
[redacted]
[redacted]
Thanks,
[redacted]
LNT Customer Service

LNT order# [redacted]
This item does not sell the comforter set  and sheet sets together.   That is why in main page of the item:
http://www.lnt.com/product/comforter-sets/10084-90131/flying-high-bedding-collec...⇄ /> The comforter sets and...

sheet set are listed separately Like show in page above and a attached file.
Also under the Description tab  on product page it specifically says that sheet set is sold separately and the measurements and items included on each set. 
Customer will need to return it as she ordered incorrectly.   Unfortunately we do not cover return shipping costs unless an incorrect item was shipped or it was damaged.
Customer can return this order for full refund to:[redacted]
[redacted]
[redacted]
 
Customer may return via USPS as it is the most economical way and just get a delivery confirmation number  so package is traceable so it serves as proof of delivery.
Thank you,
[redacted]
LNT Customer Service

Review: On January 9, 2014 I purchased a Barcalounger recliner from the Linens & Things website. The website stated that the item would ship in 7-10 days. On January 24, 2014 I received an email that the item had shipped. On January 30, 2014 the recliner was delivered to my home. Upon opening the box I found that the recliner was defective/damaged. I immediately phoned Linens & Things and informed them of the defective item and provided photos. They had me email the manufacturer and I had to provide more photos. After 10 days of no answers, Linens & Things continued to say that they are waiting to hear from the manufacturer. Meanwhile the recliner is still in the box in my living room.

Per Linens & Things "Easy Return" Policy -"If you received a damaged or defective item please contact us immediately by clicking here: Contact Us Please do not refuse the package or attempt to return it yourself prior to contacting us. We will remedy the situation for you! We want you to be fully satisfied with every item that you purchase online from the NEW Linens 'n Things. If you are not satisfied with an item that you have purchased online, you may return the item within 30 days for a full refund of the purchase price...

I submitted a request to return the item and a free shipping return label due to the defective item. I received an email from L&T stating they have requested the manufacturer pick up the recliner. I then received an email stating that the manufacturer does not accept returns and they would be getting back to me on replacing the seat. I purchased the product from Linens & Things and according to their own policy I am eligible for a return but they continue to refer me to the manufacturer.Desired Settlement: Free return shipping label and full refund of purchase price.

Business

Response:

LNT Order #[redacted]

All items that are sold at our online store are dropped shipped directly from the supplier and manufacturers that we work with. Furniture is subject to their own return policy that is stated in the product page when buying it:

Please report within 24 hours of receipt if item was delivered damage

Return policy and restocking fee:

Generally on all items the return policy is that you are responsible for round trip freight if the furniture has already been shipped/produced. Please contact us and we will assess your situation. A 15% re-stocking fee is also deducted from your refund. Please be careful when ordering your furniture and let us know if we can be of assistance in selecting the right furniture for your situation. Always measure the space you are placing the furniture. Sorry we cannot accept returns for assembled merchandise. Any returns must be in their original packaging. Items will not be authorized for return after 15 days from the delivery date. Your credit card will be refunded once the manufacturer receives the returned item.

-------------'

LNT and our supplier have been in constant contact with customer to resolve this issue. The manufacturer is making this item for replacement to be sent to her the following week after the 2/28/14.

I am attaching a screenshot of communication.

Thank you,

LNT Customer Service

Review: I purchased a product (Veratex Flying High Twin Comforter Set Item #[redacted]) that was advertised as including a sheet set, but when the product arrived it did not include any sheets. When I called to ask for the sheets to be sent I was informed that the sheets are sold separately. I asked for a paid return label to be sent so I can return the product since I did not receive what was advertised and was informed that I am responsible for return shipping fees. This was an error on the part of the business (false advertising/misrepresentation) and I should not be responsible for the fee to return it.Desired Settlement: I would like Linens and Things to either provide a paid return label so I can return the product or send me the Twin Sheet set at no charge (website advertises that it was included in the item I purchased). I also would like them to change the website to accurately reflect the product they are selling so this does not happen to another customer. Thank you.

Business

Response:

LNT order# [redacted]

This item does not sell the comforter set and sheet sets together. That is why in main page of the item:

http://www.lnt.com/product/comforter-sets/10084-90131/flying-high-bedding-collec...⇄ />
The comforter sets and sheet set are listed separately Like show in page above and a attached file.

Also under the Description tab on product page it specifically says that sheet set is sold separately and the measurements and items included on each set.

Customer will need to return it as she ordered incorrectly. Unfortunately we do not cover return shipping costs unless an incorrect item was shipped or it was damaged.

Customer can return this order for full refund to:

Customer may return via USPS as it is the most economical way and just get a delivery confirmation number so package is traceable so it serves as proof of delivery.

Thank you,

LNT Customer Service

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 have attached a screenshot of the website with the product description including the sheet set. The business has subsequently changed their website since I ordered the item and took this screenshot. This is highly unethical behavior and I'm in shock that this is even happening over a very small return shipping fee because of an error on the part of the business in the representation of the product. Very surprising to me and I am hoping that you will be able to help me with this complaint and the dishonest practice that is taking place. I am very surprised that such a large and well known business would even do something like this. Amazing to me. Thank you for your help.

Regards,

Business

Response:

Hello,

LNT Order #[redacted]

In order to assist customer and meet her half way we can send her a prepaid label and partially cover the returns shipping cost even though she was sent the correct and complete item

We can send her a prepaid label but we will deduct $6.00 from her refund. That would cover 50% of the cost. Otherwise customer will have to return the item to:

Thanks,

LNT Customer Service

Review: I purchased cushions for wicker furniture on 10/23/15. The box arrived about a week later. Since the cushions were a Christmas present for my family, I set the box aside with their other Christmas presents. When I opened the box in early December to wrap the cushions, I realized that they were not the right color, so they were not compatible with the wicker furniture or the room where the wicker furniture was located. There was no information in the box about returning a purchase for exchange or refund. There was no information on the emailed receipt about returning a purchase for exchange or refund. I tried to submit the online form requesting a return of the cushions for exchange or refund, but the message I received when I put in my order number was that no exchanges or refunds were allowed after 30 days from purchase. I filled out the online request for customer service assistance, and received an automatically generated “thank you, we’ll contact you within five business days” email. I called customer service outside of business hours and left a voice mail message. The recorded message stated that my call would be returned as soon as possible. I called customer service during business hours, but no one answered the phone. I again left a voice mail message. It’s been over a month, and no one has returned my calls or responded to my email.Desired Settlement: LNT.com, aka Linens 'n Things, did not communicate their exchange/refund policy during the purchase process, nor did they communicate it on the purchase receipt or in the merchandise shipping box. At this point, due to their lack of disclosure and their non-existent customer service, I want to return the cushions for a full refund.

Business

Response:

Hello,

Review: I returned some curtains that were return back to the company on June 25, 2013, 12:17 pm. After not hearing from them via email the return had been received I called the 3rd party company LNT ordered the curtains from and [redacted] (returns department) stated those were processed within a day of receiving them. She said it could take another week for LNT to process the credit. Over a week went by and no credit to my card. I then reached out to LNT directly to get an ETA on a credit to my credit card. I received an email from LNT asking for a tracking number. I provided immediately and had to email multiple times to get any kind of response back from them. LNT was unprofessionally and the few emails I did get did none included a signature on who was responding. After lack of response via email I decided to contact LNT via phone and spoke with [redacted]. Who stated he was a manager. I asked for a more concrete status of my credit and asked for a response by end of business on 7.9.13 no matter what the update was. He promised me he would call me back no matter what he had found out. No call. I called back again on 7.10.13 asking to speak with a supervisor on duty. [redacted] said he was the only one to speak with. He said it would now take 30 days to process a credit and that they had not reviewed the items even though they were returned close to 2 weeks ago and I received confirmation they had already been processed via [redacted] the 3rd party company. After going back a forth trying to get an update he hung up on me. I have never received such horrible customer service. Especially from a “manager” if he actually was. I have disputed the charge with my credit card company and felt the need to make a formal complaint about the horrible customer service, lack of communication, and inability to return customers their money in a timely manner.Desired Settlement: Have this company formally apologize for the horrible customer service I received. Especially from employee [redacted]. A formal letter from the CEO/President and a phone call from [redacted] stating his apologizes. I also want a credit to my credit card immediately.

Business

Response:

Hello, Re: LNT Order #[redacted]We are sorry for any inconvenience caused to the customer. Returns may take up to 30 days to refund from the day item is actually received back. That would be the maximum time but it is usually less. Customer was credited in full yesterday 7/10/13 since our CS department contacted the supplier to make sure customer was credited as soon as possible in order to help her out. There was no delay in this order process or return process. Order was placed on the 6/8/13 - Delivered 4 days later on the 6/14/13 as per Fedex tracking # [redacted]. Customer returned order on June 25 2013 - via USPS tracking # [redacted] and she was credited within 10 business days (from receipt of package back 6/25/13) on July 10 2013. Thank you!LNT Customer Service

Review: I returned product and have not received a refund.

Business

Response:

LNT Order #[redacted]We are sorry that customer has not been refunded but customer never contacted requesting a return address for this order. I do see that customer submitted a return request on Feb 14 but we prompted to please:Please open a ticket in the order status page: order status page requesting an RMA # and return address. Please include the return reason again when submitting this ticket. Thank you!==================We never received this request so we did not provide an RMA or return address to customer. I have contacted my supplier to check if they received any return so customer can be credited. If customer can please provide return address used and return tracking number of package that would be extremely helpful to assist her. Thank you, [redacted] LNT Customer Service

Review: I was told on February 19, 2016 that a bed I purchased would ship in one week. I have not heard anything from this company since. I have called and left several voice mail messages and also sent several emails and have not received a response. I have no idea what is going on with my order. I don't know if they just stole my money or if I will ever get the bed. I also ordered a nightstand and that apparently is on "back order." Again, I have not been able to speak or communicate with anyone at this company regarding this order.Desired Settlement: I would like to know what is going on with my order. If the items are not available I would like my money back.

Business

Response:

Re: LNT order # [redacted]

Review: I ordered a five piece drip pan set.. it was sent through ups. although I contacted ups to arrange pick up, the item was sent back . I have contacted the business twice and was told that someone would contact me through email to discuss a refund or a reissue of the item to a new address. that was two weeks ago.. I still have not received a refund to my account for the purchase that was returned.Desired Settlement: I would like a refund of all money..thank you

Business

Response:

Re LNT Order #[redacted]Customer order was refunded in full today 9/16/13. We also contacted our supplier for not taking care of inquiry within customer order but issue was resolved today. Customer should see her full credit of 16.79 reflected in her end within 3-5 business days. Thank you, [redacted] LNT Customer Service

Review: I have bought a few items from www.lnt.com as they seemed to be reputable and they have advertised easy returns. After receiving my package I decided to return some of the items from my order, so I followed their instruction, requested a return authorization, paid my return shipping and sent the package back. On the website they did not mentioned that the refund will process up to 30 days, which was my first surprise when I submitted my request for return. However now it has been over 30 days and I still did not receive my refund (over $100) or any information about my returned package. I know they received it, because I have a USPS tracking number, which I checked. I have sent emails requesting information about it, but of my several emails I only got one response and it was that they will email me once the return has been processed. I have tried to call their costumer service, but no luck either. The number is going to a voice mail all day long. I left messages, but no calls back. After my massage complaining about no return calls, I got a call back, but they did not even wait for me to pick up the phone. It rung twice and they hung up. Today after 35 days of my return I have recalled their number over and over again until I got someone to pick it up. The lady was yawning like she just woke up and had no information about my package. She said, they will email me with the requested information within 24 hours. Now, I am so fed up with them! I seriously doubt I will ever see the money they owe me! I highly recommend shopping at any of their competitors. I never ever again buying anything from them and will discourage any and all my friends to do so also. This is unheard of in today's fast and techy world.

From: [redacted] [mailto:[redacted].com]

Sent: Monday, April 15, 2013 11:42 AM

To: Customer Service

Cc: info

Subject: Re: Items from your order #[redacted] from lnt.com have been

cancelled

Still, only one third of my return has been refunded. I

returned 6 items in the amount of over $100 in refund. I only got email and

refund for two of the six items. We are on day 39 of the up to 30 days refund

policy!!!Desired Settlement: I would like to get my money back.

Business

Response:

LNT Order #[redacted]

Customer returned 6 of the 8 panels purchased in this order. It does take up to 30 days from when the return is received for return to process and be refunded. Customer was credited for 2 panels on 4/12/13 for the amount of 36.78 and for other 4 panels on the 4/17/13 for 63.94.

Customer has been credited in full for the 6 returned panels.

Thank you,

LNT Customer Service

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: Ordered furniture from Linens and Things after 8 days they were not able to provide a shipping date. I was instead called by a third party identifying themselves as from another company requesting personal information, which I provided hesitantly as they knew all about the order. When I researched online this third party company called Everything furniture has a lot of bad reviews on being fraudulent and charging people and not delivering for days or offering refunds they never honor.I contacted LnT again via email and the person from the other company again responded offering to cancel my order, which I accepted however they are not willing to tell me when they will return my money and the lady I spoke with hang up on me.kindly assist.Desired Settlement: I want the money the charged to my credit card refunded.

Business

Response:

LNT Order #[redacted]All item sold on our website are dropped shipped directly from the manufacturers and suppliers that we work with. Everything Furniture is one the our suppliers. The items customer ordered were backordered until the 5/24 and on the 4/17 we informed customer of this and offer her the option to cancel which she accepted. Order was canceled and credited in full a day later on the 4/18/13. The 548.98 credit should be reflected on customer's end now. Thanks, [redacted]. LNT Customer Service

Review: I placed one order and received individual items from independent Chinese factories. When I tried to return them (because the colors don't match despite the website description) I was given an address but no postage paid return slip. I have tried repeatedly to get this resolved with LNT directly but they have stopped responding to my requests after they told me they would be sending me the paid label.Desired Settlement: I would like to be paid in full for the items I am trying to return, including original shipping charges since the return is based on false advertising (the website led me to believe the shades I was ordering were the same colors, when in fact they are not as they are made by different factories in China).

Business

Response:

LNT Order #[redacted]I had to contact our supplier to help out customer and solve this issue. Customer has been refunded in full - $156.00 today and she can keep, donate or trow away the items as manufacturer will not pick them up. Issue has been resolved. Thanks, LNT Customer Service

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,