On Campus Marketing

This company is terrible. Our school uses this service and their customer service is really unreliable. You can get through to a person on the phone, but they don't follow up as promised, don't seem to take notes on cases, don't ensure orders get out, and don't process refunds when requested. Highly unethical.

Review: On August 14, 2014, I ordered a carpet from OCM and was having it delivered to my daughter at [redacted] I was told she would receive the carpet by Auugust 19th. When we arrived on August 21, 2014, there was no carpet. On August 22, 2014 still no carpet. I called customer service on August 22, 2014 and was ensured that OCM was sending a carpet via [redacted] overnight...told it would arrive in 2 days...but it was overnight. Two days later...STILL NO CARPET! I called back on August27th and the customer service person told me that the carpet was sitting in front of her and that it was never sent but she didn't know why. She tells me she is sending me one free of charge...I said free? she says yes. I told her I paid for the carpet, how is it free. She says I know, you paid for one that wasn't delivered and she was going to send me one that will be delivered overnight, FREE!!! Anyway...Nothing showed up. Called back on September 1st, same song and dance. On September 16, 2014, I had requested a refund since the customer service person said that my rug was sent on the 10th (Still no rug). I have called every two days ever since and every person who answers the phone says that they will call finance and have me added to the spreadsheet that they all have said I was added to on September 18th in order to obtain my refund. Today is September 29th and I have no carpet or no refund. This company has had my money and they are not paying any interest!!!! It has been over a month and I want my money and the rug~!Desired Settlement: I would like to have a FULL refund and the carpet. They have prevented me from purchasing my daughter a carpet for her dorm room as they have held my funds and not payed any interest. The carpet I was going to purchase was on sale and not it is no longer on sale. I need both a full refund and the merchandise.

Business

Response:

On Campus Marketing, LLC [redacted]

Customer purchased a carpet 8/14/14 order [redacted] Customer claimed carpet never arrived. Another carpet was sent 8/26/14. Customer claims this carpet never arrived either. Customer requested refund and carpet be sent.

Resolution: Customer was given full refund for the carpet 9/29/14, 80.95. I personally shipped the carpet 10/6/14. [redacted] tracking [redacted].

Review: On July 30th I purchased a Student Starter Pak, ($140.40) for son. I was assured by the customer service rep that I would receive the order before Aug 13th which is the day my son was due at college for football camp. Shortly thereafter, I received an email stating that part of the order was on back order. So I called Residence Hall Linens on Aug 7th (On Campus Marketing), and inquired about the order. The customer service rep confirmed that the order would not be received in time. I then asked to replace the order with product that was in stock so we could get it rushed to us. The rep went ahead and canceled the order and placed a new order. When I checked my bank account the next day RHL charged me another $140.40. When I called customer service they said in order to cancel one order and place a new order they had to refund my card and recharge for the new order. I was told it would take 5-7 business days to receive the refund. A week later I still had not receive the refund, so I called on Monday Augth 18, and spoke to another customer service rep who stated that perhaps my bank is holding the refund (which I called my bank and they don't hold refunds), she said she would send in a form to expedite the refund and it would take up to 48 hours to receive a response. As of today (8/21/14) it has been 2 weeks since I was promised a refund. I called again this morning at 8am to speak to a supervisor, the customer service stated that they were behind on orders and refunds, the rep took my name and number, and I have still not received a phone call from the supervisor. I called again, and the rep I spoke to ([redacted]) refused to give me any other dept or manager to speak to, she also stated that the supervisor on staff was not taking calls at the moment. I am extremely upset with RHL, and would never recommend them to anyone. I don't understand how it's been 2 weeks and still no refund. And why is it that there is no manager or complaint dept I can speak to.Desired Settlement: I would like a full refund of $280.80 from RHL back on my credit card. I think it is poor practice that I still have not received a refund. All the Reps I have spoken to were not able to remedy or resolve the manner. When I requested to speak to a manager, I was denied.

Business

Response:

On Campus Marketing, LLC [redacted]

Customer purchased Linens on 7/30/14 order [redacted]. Order was delayed due to backorder. Customer cancelled order and replaced with order [redacted] due to the fact she needed it by 8/13/14.

Resolution: Customer received order [redacted] 8/9/14 prior to her son leaving for college. Customer has been refunded in full for order [redacted]

If you want to get frustrated with an organization that is stuck in the past, try to do some business with OCM. If you want to make life easier for yourself, avoid this place.

They have some nice people but they have no good system of communication and it really creates problems when something is not perfect in execution. Unlike Amazon, this place really reminds you of how it was to deal with a catalog business in the 1970's or 80's. If a vendor they use creates a problem, they blame it on the vendor never taking responsibility for the ultimate delivery of the product. Forewarned is forearmed!

Review: Direct mail and online description of sheets describe them as quality cotton percale. Only after talking to a rep did I find out that there is a $30 upcharge for 100% cotton sheets. The sheets that are advertised are actually a cotton/poly blend and not just cotton. That is false advertising. The manager I spoke to said "percale" meant it was a blend of materials, but all definitions of percale say it refers to the weave of the sheets and has nothing to do with the material. A company that sells sheets and blankets is expected to know what "percale" means and to use it correctly in advertising. I believe the company knew what they were doing and purposely mislead consumers by advertising an inaccurate description of their sheets.Desired Settlement: I want the $30 upcharge that I paid for cotton sheets refunded. Since their ad says the sheets are cotton, I should get the 100% cotton sheets for the price advertised and not have to pay extra.

Consumer

Response:

On August 6, I received an email from the company that my order has been delayed, which means it would now arrive too late for my needs. I telephoned the company and canceled the entire order. As a result, my complaint #[redacted] requesting a refund for $30 is no longer relevant. l was unable to directly update my complaint on the Revdex.com web site, so I was advised to send an email instead.

Although the request for the $30 refund isn't relevant, the company should still be investigated by the Revdex.com for deceptive advertising as outlined in my original complaint so that future consumers do not get any unexpected surprises.

I sent a package to my son at school because he was sick with pneumonia during finals. I expedited shipping, paying $30 extra on top of the $14 shipping. The company never sent the package. Instead, they left a message on my home phone answering machine AFTER the delivery passed that they no longer carried care packages and they would be sending a refund. They offered no other option. I have tried to contact them. It have had no success. the refund still has not been credited to my credit card. I wonder if they are a legitimate company at all. I would not use them.

My husband purchased a bedlinen set for our son's college dorm, along with a set of towels. The price was higher than what we would have paid at any Target store, so we expected that the items would be high quality. That was not the case; in fact, several of the items in the set (that we didn't want but were included anyway) were so cheap as to be unusable, including a flimsy pop-up clothes hamper that tore upon opening, a "fleece throw" that was so thin it was see-through, and some kind of fabric book holder that anchors under the mattress but was too long to work on the bottom bunk (and also too flimsy to hold anything. The sheets and comforter were low-quality, with loose threads and an odd synthetic feel.
I also ordered a $50 birthday box for my son, and specified his birthday as the delivery date. My son's dorm assignment was changed right after I placed the order, so I emailed OCM with the order number, name, and new address and asked for confirmation. No one replied to my email. Ultimately, the box was delivered days before the birthday, to the wrong dorm. When my son received it a week late the birthday was over and the cake was spoiled. The young man with whom I spoke when I called OCM to complain was snarky and sarcastic. When I emailed my complaint, I received an email reply a MONTH later saying that they would refund my shipping only.
I do not understand how this company is allowed to do business on so many college campuses. I feel cheated out of a good deal of money and have never experienced such terrible customer service. I think the reason they are alllowed to continue is that they make it very difficult to complain. I could not find any office on my son's campus that addresses concerns with this company. It seems wrong to me for colleges to promote this service but not stand behind it. I would encourage anyone who has had a similar experience to find a way to report it and hold this company accountable.

Placed order May 3 with delivery estimated by May 7. Contacted customer service May 13 because had not received order, notified it would be rushed delivered at that point. Contacted again May 20, no response. Finally spoke with someone on phone May 23 and told it would be delivered May 27. Won't hold my breath and plan on cancelling order.