On Campus Marketing

I will never do business with this company again. Twice now, I have order packages for my college student and after three weeks, she has not received the items. I tried to call, costumer service is very poor. The packages are also very expensive. This business is a huge rip off. NEVER AGAIN.

We as grandparents purchased a package to be delivered to my grandson at Tennessee Tech University. He never received a single package and there is no way to contact the Collegiate Welcome Service Program.
I am extremely disappointed that people like this are allowed to freely "fleese" well meaning parents and grand parents and disappoint students without any action taken by anyone.

Review: We received a letter from [redacted] on [redacted] letterhead, advertising their assorted sets of bedding and towels and in multiple places it stated that the bedding was GUARANTEED to fit. If you go to the [redacted] website, at the following URL [redacted] you will see the words "Specially Sized Linens Guaranteed to Fit" at the top of the web page. My wife and I wondered HOW this company could make this guarantee when we didn't know WHICH residence building my oldest son was going to be living in at [redacted] but we thought, well, they must either know what they are doing (have a connection with the university or something) or they wouldn't be able to make this guarantee. My wife and I also thought it would be nice to get one thing "off our plate: during our busy summer before our first child heads off to college away for the first time and since WE had no way of knowing what size sheets he needed, we bought from this company SOLELY because they had this guarantee to fit.

So, on May 26th, we bought a package of bedding and towels from them. Everything we received were the colors that we ordered and the shipment was prompt. However, the sheets were TWIN X-LONG sheets and the residence building my son was assigned to ([redacted]) only has FULL size beds in it., so these TWIN width sheets definitely will NOT fit the FULL width beds. Please note that my wife and I did NOT specify a size on the RHL website, NOR does the RHL website specify a size. It simply says, "Guaranteed to fit" (both in the mailing on paper and on their website), and "extra-long flat sheets", "extra-long fitted sheets", "extra-long reversible comforter", etc., etc.

To me, a "GUARANTEE TO FIT" means a GUARANTEE TO FIT. If the sheets don't fit, the company needs to make it right. We called the company and they said they have no such guarantee and that we could exchange them if we paid for the return shipping.Desired Settlement: It is not MY fault that the company claimed something they seem to have been unable to deliver. My family should not be punished monetarily for THEIR claims. Therefore, I would like the following outcome:

A prepaid shipping label from the company for me to return the product to them. I should not have to pay shipping for THEIR mistake/issue/dishonest claim.

In the best scenario, I would like to return the TWIN sized bedding items (sheets, comforter, blankets, etc.) and receive FULL sized bedding items (ones that actually WILL fit) in exchange (in a prompt and courteous manner and in the right colors and before school starts in August) at no cost to me. I ordered a product and expected to receive what was promised to me -- bedding that FITS the mattress my son has at school.

In the next best scenario, I would like to return the entire order (again, with a prepaid, by them, shipping label) and receive a FULL refund (ideally, including my sales tax).

Review: I purchased linens and Allergen Guard Healthy Sleep Value Pak as described here from the website:

"The best way to completely protect your student and ensure better sleep each night! Our popular Mattress Protector creates a hypo-allergenic barrier between your student and their mattress, while two Allergen Guard Pillow Protectors ensure easy breathing. Two of our best selling items now in one Value Pak with free shipping! HIGHLY RECOMMENDED FOR ALLERGY AND ASTHMA SUFFERERS.)" The product they sent was labeled "Healthy Sleep Mattress Protector, waterproof, anti-microbial Dust Mite Barrier, Breathable "New_Age" Fabric (Sleeps cool), Elastic, Fitted Sheet Style, Provides a Stain Free Sleep Environment, Makes Mattress Factory Fresh" Pillow protector labeled "Healthy Sleep Pillow Protectors, 2 Standard Pillow Protectors" Nothing about suitable for asthma an allergy sufferers. A true allergy mattress protector would be an envelope around the whole mattress. The pillow protectors they sent were just a cover not suitable for people with allergies for dust mites etc.

I was just going to return the above products but when I washed the linens and towels I realized everything was VERY POOR quality and their website states

"If you have received an item that does not meet your expectations, please return it to us for exchange or refund. If you are returning more than 1 box, please make sure each box is labeled with your name, address, order number and a list of items returned. All returned merchandise must be sent via UPS, FEDEX or Post Office Insured. Except in the case of a defective item, customers are responsible for return shipping costs."

No where is there a statement about a $25 restocking fee. I received a credit for the returned product less $25. So I not only did they advertise Asthma and Allergy grade products which was not the case, they advertise 100% money back guarantee. I do have photos of the products they sent as allergy grade which were not.Desired Settlement: I would like my credit card to be credited the $25 restocking fee. I should not have had to pay return shipping for products that were advertised as Asthma and Allergy grade or for the very poor quality linens from this company. The products they advertised as Allergy and Asthma are not suitable for my son with health issues and the linens and towels were very poor quality. After the misleading and not true advertising of the mattress and pillow covers, I had no confidence that the quality of the other products were worth the cost, so I returned all of the order for a full refund.

Business

Response:

Customer purchased linens on 7/10/14 order W6037172. Customer was dissatisfied with quality of products. Customer wanted us to pay for return shipping. Per our website and customer’s complaint, customer is responsible for return shipping. On 8/13/14 we advised customer we would pay for return

label but charge a $25.00 restocking fee.

Resolution: Customer returned product and was issued full refund minus 25.00 restocking fee. issuing

credit for 25.00 as a one time courtesy.

Will never order from this company again. My son did not receive the package in the deliver time I was told. Had to sit on hold for 25 min just waiting to talk to someone. Was never sent any email about my order.

Review: I purchased a diploma frame from this company via their website, OCM.com, on 2/12/15. I was immediately charged $16 more then the purchase price. When the frame arrived, the matting was a cream color instead of the black matting they adverstised. After hanging the frame in my office, it fell within an hour and busted. Shattered glass was everywhere. The metal piece on the back of the frame that hangs on the nail came loose from the frame. It was clearly a defect. After reporting this to customer service, three different representatives informed me that I must pay for return shipping. I pointed out to them that their policy clearly states that customers are responsible for return shipping costs UNLESS it is a defective item. Despite this, the customer service representatives did not feel that this warranted them to provide return shipping. I asked to speak with their supervisor, and was told that she was in a meeting and unavailable.Desired Settlement: Since the company will not pay for return shipping - and I cannot be refunded until they receive the defective frame - I will pay for shipping myself. I do, however, expect to be reimbursed for the cost of return shipping, as this was the agreement I made with the company per their website return policy.

Business

Response:

attachment

Review: I PLACED AN ORDER ON 08/01/2014 WITH RESIDENCE HALL LINENS FOR A DORM ROOM SET FOR MY SON. I PAID AN EXTRA @21.00 IN ORDER TO HAVE THE ITEMS SHIPPED TO HIS DORM WITHIN 3-5 BUSINESS DAYS. THEY NEEDED TO ARRIVE BY 088/09/2014. I RECEIVED AN EMAIL LATER THAT STATED THAT THE ITEMS WOULD NOT SHIP UNTIL 0/13/2014; OBVIOUSLY THIS WOULD NOT WORK SINCE HE WAS SET TO ARRIVE ON 08/09/2014. I CALLED AN SPOKE TO A CUSTOMER SERVICE ON I BELIEVE THE 7TH AND WAS TOLD THAT I WOULD RECEIVE A CALL FROM THE WAREHOUSE/SHIPPING DEPARTMENT ABOUT SHIPPING THE ORDER WITH THE TIME THAT WAS ON BACK ORDER (A COMFORTER); AND THE COMFORTER COULD SHIP LATER WHEN IT WAS NO LONGER ON BACK ORDER. I WAITED 24 HOURS BUT NEVER RECEIVED A CALL OR AN EMAIL SO I CALLED BACK AND WAS TOLD THAT THERE WAS NO NOTE IN THE SYSTEM . I AGAIN EXPLAINED MY DILEMMA, AND TOLD THEM THAT I WANTED TO JUST CANCEL THE ORDER. I WAS TOLD THAT I WOULD HAVE A REFUND FOR THE FULL AMOUNT OF THE ORDER PLUS THE SHIPPING WITHIN 3-5 BUSINESS DAYS. (SHE MAY HAVE STATED 5-7 BUSINESS DAYS) BUT EITHER WAY I WAITED UNTIL 08/21 TO CALL AGAIN. I STAYED ON HOLD FOR 45 MINUTES AND HAD TO HANG UP; I HAVE BEEN CALLING BACK DAILY AND NOT GETTING ANY HELP FROM ANYONE. EITHER THE COMPUTERS ARE DOWN, NO SUPERVISOR AVAILABLE, CANT TRANSFER TO THE FINANCIAL DEPARTMENT, ETC, ETC. I AM AT MY WITS END; I JUST WANT MY MONEY BACK (ALL OF IT)-I ALREADY HAD TO SPEND MORE MONEY AND PURCHASE THE ITEMS ELSEWHERE. POOR POOR BUSINESS PRACTICES. I JUST NEED HELP IN RECEIVING WHAT IS DUE TO ME.Desired Settlement: I WANT ALL THE MONEY THAT IS DUE TO ME THAT I HAVE SPENT.

Business

Response:

Customer purchased linens on 7/31/14 order [redacted]. Order was delayed due to backorder. Customer wanted order cancelled due to not being able to get the order in time.

Resolution: Order was cancelled per customer's request. Full refund has been given.

Review: I placed an order with this company on 5/4/2014. I never received acknowledgement of the order but my credit card was immediately charged. I reached out the company a week later and they did confirm they received the order and it was "marked for shipment". On 5/18/2014 after hearing nothing for a week, never receiving tracking information which they promised, I reached out to them again. I was told my order was "marked for shipment" and they would tell the warehouse to place a "rush" on it. Now 4 business/mailing days later, I still do not have my order, I have not received any tracking information, and have not received a response to my email this morning requesting a status of my supposed "rush" mailing. I think it is highly inappropriate to charge a credit card before the item is shipped and certainly this company has failed to live up to any of its promises regarding immediate shipping, guaranteed satisfaction, or even basic customer service.Desired Settlement: I want the items I ordered mailed to me in an expedited manner (i.e. overnight express at no additional cost to me) and a refund of the original $18 shipping cost they charged, since they are now 2 weeks late shipping my order. If this cannont be accomplished within the next 48 business hours, I want a full refund on my credit card.

Business

Response:

Customer purchased Linens on 5/4/14 order W5958130. Order was delayed due to backorder.

Resolution: Customer received order 5/29/14. Spoke with customer and offered apology. Applied 15% discount 24.76 and refunded 18.00 totaling 42.76 to be credited back to card.

Sincerely,

Review: In July of 2014, I received, via mail, an offer to order college gift baskets from this organization. I ordered the Ultimate Cheer Package which included 6 or 7 baskets to be delivered over the course of the school year. In August, I received an email letting me know that my child had received a basket. I asked my son and he said he had not received it. I called and was told to wait another week for the basket as they were late delivering the baskets. I waited and still nothing. I called again and they launched an "investigation". They found the order but not the delivery. So, they resent a basket. Now, this "welcome basket" that was supposed to have been received in August, finally arrived in September. So, I went on with my life. In November it hit me that my son should have received a basket for Halloween and one for midterms. I called him and he said that he had not received anything. I called the company again and was told that I had only ordered one basket. I told them I had sent them a check for $171.20. I was asked to prove it. On November 5, I sent them an email with my cancelled check. I was advised via email that I would be receiving a refund in the amount of $102.35 which was less the amount paid for the one basket I did receive. Now I have disputes on the cost of the bad basket, but that's another story. Now, over a month later, I still do not have my refund. I spoke with [redacted], a supervisor, who told me finance cannot find where they applied the money and therefore cannot refund me even though I PROVED to them that they had cashed my check in August of 2014. They have now been holding my money for over 5 months and at this point I consider they have stolen my money.Desired Settlement: I want a FULL refund of my money...the entire $171.20. I do not feel that I received $68 worth of goods in the basket received and I feel that they have in essence, stolen my money by refusing to refund me when asked. I have had to call numerous times and never get the desired outcome of "the check is in the mail." I don't just have money to throw away nor to let a company keep and make interest off of. I want a FULL refund.

Business

Response:

I apologize for the delay. This issue was unresolved until Friday due to the customer providing the wrong address to send the refund check. It was worked out and overnighted to them Friday and they received the refund check yesterday (Monday). I could not respond until I had this confirmation that it was resolved. I placed the response in the mail this morning. I would assume you will receive it this week. Again, I apologize for the delay. Thank You, [redacted] Customer Service Manager, OCM

Review: I ordered to care packages for my son at college on 10/8 and paid extra ($12) for shipping for him to receive it by the 10th. I never received a confirmation email yet the money $68, was taken immediately from my bank account. On the 13th, he hadn't received it so I called [redacted] and spoke with a woman who told me "I'm sorry, we missed this order but it will go out today". I told her that the whole point was for him to get it on the 10th so she said that my account would be "credited" for the inconvenience. Today is the 17th, my son is now on a school trip and through tracking the package, it's not even in the right state yet. I just called [redacted] again and after asking the first rep over and over to speak with a supervisor, I was finally connected to [redacted]. She was not able to help me so I asked for her manager [redacted] who is not in until later this afternoon. They wont give last names, they don't have voicemail. I was never given the credit and I feel as though I was scammed.Desired Settlement: I want the product that I orderd as well as a refund for the shipping and time that I have had to take from work to sit on the phone with these people. In this time, I could have gone with a reputable company and gotten this product to my son. Now there is no time to do that. I want the full amount deducted from my bank account credited back immediately.

Business

Response:

Customer purchased two Care Packages from [redacted] on 10/8/14 order 61917860. Customer claims they paid for expedited shipping to arrive by 10/10.

Resolution: Customer was initially given a 10% credit for the inconvenience I verified with our web and IT team that when the customer placed the order on the website, a ground ship method was chosen for $12.00 and the arrival date that was chosen by the customer was 10/17 not 10/10. I attempted to speak with the customer on 10/17 and left a message to call me back so that I could request a copy of the email confirmation that she received to see if there was an error or miscommunication. l have not heard back from the customer. Both Care Packages arrived on 10/17 as chosen by the customer with [redacted] tracking [redacted] and [redacted] At this time, I see no need for a refund. If the customer would like to discuss this with me further, they may contact me.

Review: Order college linens from this company Jul23,2014. Confirmation received via email. AFter the estimated delivery date the items were not received. I called and was told my confirmation number came up as someone else and this is a probelm they were having and [redacted] the supervisor would contact me. That was Aug 1. As of Aug.6th [redacted] had yet to contact me. On Aug.6. I placed a second order with rush with a rush on it and was assured that since I lived in Maryland it would arrive the next day. They wanted me to pay for express shipping $21.00. I refused as I had placed my original order on the 23rd of the previous month. Well it is now Aug 8th. My package did not deliver. No one has ever contacted me and when I just called I was told that the item is not available. I never write complaint letters but this is honestly the worst service I have EVER seem in my life. I have talked now with a total of 4 sales agents which have all been honest and helpful but I have never been able to talk with [redacted] At this point I wonder if she even exists. I have cancelled the complete order now and my son leaves Sunday so I will be running around tomorrow now to try to purchase everything he needs. I just my biggest issue is the total lack of communication and notification from this company.Desired Settlement: I have requested a refund already today.

Business

Response:

Customer purchased linens on 7/23/14 order [redacted]. There was a system error and customer was

not charged and order never shipped to customer. Customer purchased a second order for linens on

8/6/14 order [redacted] Order was delayed due to backorder. Customer upset that order was not

shipped in a timely manner.

Resolution: Customer cancelled order and has not been charged.

Review: We purchased the following order from Residence Hall Linen.

Order #[redacted]

Qty Item # Product Each Total

1 PKG [redacted] Navy and Navy Hampton Full XL Basics Value Pak

Navy Sheet Set

Navy Hampton Sheet Set

Navy/Navy Hampton Comforter

Navy Towel Set $130.00 $130.00

Subtotal: $130.00

Estimated Tax: $9.10

Shipping: $0.00 (Standard - 5 to 9 business days)

Total: $139.10

The order was shipped to us and did NOT include the Navy Towel Set. I called and spoke to Mary on the phone in the Customer Service Department and she told us that she did not see that our order included the sheet set. She also has no record of the email invoice that RHL sent us. I asked to speak to a supervisor or manager on duty and she told us that there was no one to help us. I told her that we sill send the package back and that the company needs to pay for shipping. She said that they will not do that.

RHL did not include all of the order. They did not include all of the items and this is fraudulent. We would like this resolved.

Thank you.

Sincerely,

[redacted]Desired Settlement: We would like to return the merchandise and receive a refund that includes the cost of shipping.

Consumer

Response:

The company not only sent me the towels like they should have, but they also called to today and are going to credit our account for a portion of the cost. I was impressed the they took the time to follow up with me and to resolve the issue.

I have a frame from DiplomaDisplay that when I go to "diplomadisplay.com" it sends me to OCM. This was one of those expensive graduation frames that I have found to be very cheaply made. It looks like the "wood" frame is covered by a cheap laminate that is now flaking off. I tried to talk with customer service both via the phone and livechat on the website and both took forever and neither had a solution to help me either replace this or get a discount on a new product and they only give you a one year guarantee for replacement. For a frame that is marketed as something to "forever" display your diplomas, it is a very low quality cheap product. I would have done better just getting it framed and matted at Michael's or Hobby Lobby where you know the frames are decent quality.

Review: On 7/26/11 I purchased a 4 year computer back up service for my daughter who was starting her freshman year of college. I called the company today to cancel the two remaining years of service (effective today)I was told that I could not be reimbursed for the 2 remaining years. When I questioned this because the paperwork they sent to me regarding their service states "If at any time you are not satisfied, your money will be refunded 100% " (I have this paperwork in my possession).

I was told that they would only refund/reimburse within the first 9 months.

If that is their policy then it should be included in the mailing that they send out to parents.Desired Settlement: I want to cancel this service as of today (8/26/13) and I would like to be reimbursed for the remaining 2 years.

The company (which goes by both StudentBackup.com and CampusBackup.com) on their website and mailings needs to change their written policy from "If at any time you are not satisfied, your money will be refunded 100%" to reflect what their actual policy is. This is completely false advertising.

I am contacting my daughters university to file a complaint as well.

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.

Regards,

Nice quality; adequate price; poor experience with marketing and customer service. Customer Service representatives were pleasant but unable to help. I ordered there most expensive package along with upgrades on a 10% off promotion. As soon as I received the package I received a second promotion offering the exact item now for 15% off. Not only would they not credit me the difference in there new offer, but they screwed up the original offer and gave me $10 off rather that 10% (of $310). Quite the difference. I would not recommend ordering from them or working with them in any capacity. I will also be forwarding this complaint to multiple colleges that I am associated with in various capacities.

Review: I placed an order with this company in early July. My credit card was charged immediately. No items were shipped. When I contacted them three weeks later they claimed everything was backordered - although if I had known at the time there was a backorder I would never have placed the order in the first place. I asked them to cancel the order. They said a refund would be issued in 3 to 5 business days. Five business days later, there is no refund. I contacted them again. They said now it will be 7 to 10 business days. My order is still showing as processing, not canceled. The customer service was terrible - essentially I was told I was out of luck and to suck it up. I want my money back.Desired Settlement: I would like the money I spent refunded. It is not theirs to keep, and no products were ever shipped even though my card was charged at the time of the order.

Business

Response:

Customer purchased Linens on 7/16/14 order [redacted]. Order was delayed due to backorder. Customer wanted order cancelled due to backorder, but order was already in the process of being shipped.

Resolution: Customer was sent a return label so they did not have to pay for return shipping. Customer was refunded 300.08 for product and taxes on 9/9/14.

Review: This company offers a 100% satisfaction guarantee. This means I can return a product for a full refund, which is true with this company. I had to pay return shipping (66.09) in order to even be able to return my product.. This doesn't sound like a 100% satisfaction guarantee. It's nowhere stated on their website that the customer must pay the return shipping. I had to contact a sales representative to gain this information. "[redacted] rudely told me that it was my fault I didn't like their products and it was my choice in returning the product.Desired Settlement: I wish to have my 66.09 refunded to my debit card for their infringement of services. I was not 100% satisfied and the company will not work to solve my problems.

Business

Response:

On Campus Marketing, LLC [redacted]

Customer purchased Linens on 6/25/14 order [redacted]. Customer was dissatisfied with quality and wanted to return linens for refund. Customer also wanted us to cover return shipping cost. Per our website (see highlighted):100% Satisfaction Guarantee! lf for any reason you are dissatisfied, simply return your purchase for a full refund. Please refer to our frequently asked questions for more information.Return It — Just fill out this form PRINT RETURN FORM Exchange It — If it wasn’t right, tell us what we can get you instead. Send all returns back to:

Track IT — Don’t forget to keep your tracking info, just to make sure we get everything. All said & done, please allow us 5-9 days to process. Except in the case of a defective item, customers are responsible for return shipping costs. Please use a shipping carrier that supplies tracking information. Our goal is to have you satisfied. Shipping or service issues please call [redacted]

Review: The website suggest high quality merchandise.

The pictures of the products are especially deceiving - esp towels.

I emailed and called to set up merchandise return/refund. I tried to compromise in working out shipping costs for the return but could not get satisfactory customer service assistance.Desired Settlement: Request sharing of $19.60 shipping cost.

Business

Response:

Customer purchased Linens on 5/18/14 order [redacted] Customer was dissatisfied with quality and

said towels were damaged.

Resolution: Customer returned product and was credited amount in full $169.60 on 7/2. Customer is also being credited for return shipping costs, $19.60.

Review: On Campus Marketing also dba [redacted] accepted an order for a Campus linen package without acknowledging that the requested items were on "back order". When I called Customer Service to ask why I had not received a Tracking # the representative admitted that there was a "back order' but that the back order was in inventory that day - Monday - and would ship on Tues or Wed. On Wed Customer Service stated that orders were encountering delays but that my order would ship late Wed or Thurs. On Thurs afternoon Customer Service stated that they expected to ship that afternoon or the next day and even gave me a Fed-X Tracking #. Checking with Fed-X I discovered that the # did not exist in the Fed-X system. So we have the issue of not identifying the order initially as a "back order" and then following with the standard "maybe tommorrow" dialogue which serves as the signal that this business requires government oversight. Meanwhile my credit card has a hanging charge for this undelivered order.Desired Settlement: Either deliver the order as promised or compensate me in an amount equal to the charges plus clear my credit card.

Since this company was a referral by a major university Revdex.com should sent the Complaint history against this company to that University - but I assure you that I will be talking to the Residence Hall Manager and filing a formal complaint with them also. I am certain that this University will be happy to discover that this OCM dba rhl has a significant Complaint History.

Business

Response:

Customer purchased Linens on 5/15/14 order W5964307. Order was delayed due to backorder.

Customer claims he was not notified.

Resolution: Customer received order 5/28/14. Attempted to call customer on 6/3/14 at 11:15 am left

message. Emailed customer to contact me 6/3/14 11:20 am. Customer emailed me refusing to talk.

Offered apology. Refunding order.

Review: On August 9, 2014 I sent back a purchase that we made in June. [redacted] received both packages on Thursday, August 14, 2014, which [redacted] tracking confirmed was signed by [redacted]. I followed up with customer service associate [redacted] on 8/18/14, making sure my refund would be put back on my card. She told me they were extremely busy and it would be handled by end of week. I then call again on 8/23/14 and spoke to [redacted] She told me that they were extremely busy and she would give to her supervisor to handle. Still no refund. On August 26, 2014, I emailed their customer service department and stated I wanted my refund and I would like a repsonse back. Nothing back from company. On August 30, 2014, I emailed the company again stating I wanted my refund and I would like an explanation for horrible customer service. I explained if I did not hear back by end of day I would report them to the Revdex.com and also let the University that my daughter attends not to use their service again. At this point I want my refund back and also the money I spent on the freight sending it back, which is $66.35Desired Settlement: I would like a full refund for the product that I sent back to the company in full, and also I would like them to refund my return freight of $66.35. I want them to pay the freight because of their very poor customer service and lack of response time. Seems only fair. I would like the refund ASAP.

Business

Response:

Customer purchased Linens on 6/12/14 order [redacted]. Customer returned product wanting refund

and reimbursement for shipping.

Resolution: Customer received full refund 9/3/14. Per our website, it is customer’s responsibility for

return shipping costs; however, we will split cost with customer. Reimbursing 33.18 for shipping.