Wholesome Linen LLC

Complaint: [redacted] I am rejecting this response because: I have sent full images of the basket and am happy to send it againThe pictured item originally on the website has recently been changedI have the original image and what I received which is completely different and unsafe for a newborn according to the [redacted] ***The mattress that appears fitted in the original advertised images on the website did not fitI should not incur return shipment charges because this is not a return because I did not want the itemThis return is due to advertisingThe image on the website has been changed since I made my complaintThis business has poor customer service and to address the issue should have attempted to send a basket that was similar to the pictures on the website and what I expected I was purchasing I should not incur returncharges due to their misleading product imageShe can say I was "irate" but you cannot assume the contents of my mind via email and in no way was I disrespectfulI was however unhappy with the lack of customer service and professionalism displayed Sincerely, [redacted]

In response to the customers complaint1) The customer was fully refunded on September 25th, for the items she purchased (see attached PDF 'Wholesome Linen _ Orders _ # [redacted] _ [redacted] ') At no point in time did we ever state that she would not be refunded.2) Customer was demanding that we pay return shipping and became irate, we have attached our refund policy which dictates our actions on this matterNowhere does our refund policy state that we are obliged to pay for return shipping, in fact the refund policy explicitly states that the customer will pay for return shipping The refund policy is linked on every page on the site in plain view and did not change prior or after the customer made their purchase In fact Wholesome Linen compromised by waiving a 15% restocking fee which was stated in the refund policyWe were not required to do this legally but did it to satisfy the customer and move forward in a positive manner but the customer continued to threatened us3) The images the customer was sending were obscured and there is no image with the full basket, we offered to send the customer an extra item free of charge to resolve the matter but the customer refused it.4)At no point in time did we ever deal with the customer in an unprofessional manner or with any disrespectSee attached email correspondence, this customer was extremely aggressive in the communications (see attached email communications labelled Wholesome Linen _ Orders _ # [redacted] _ [redacted] .pdf)5) Customer went so far as to put a star review on [redacted] , our only negative review we have ever received Customer did not purchase the item from [redacted] , in fact the item is not even available on [redacted] [redacted]

Complaint: [redacted] I am rejecting this response because: Many of the statements made by the salesperson are a lie: 1) I was not informed of the return policy over the phone 2) Therefore, I never stated I wanted to make sure I got the order right because I was aware I couldn't return it3) After expressing a disinterest in the color pink generally, the salesperson told me that the blush pink was not "very pink," and it is actually more pink than featured as wellThere was no mention of the dusty rose looking purple4) I did not hang up on the salespersonAfter repeatedly being interrupted by the salesperson only to be told the same thing, I simply stated that it was obvious the conversation wasn't going anywhere and said goodbye.I am even more dissatisfied about this order given the response of the businessI think it is more than acceptable for them to give me a 50% discount on the itemsI have attached photo evidence of the discrepancy between the colors advertised and what was receivedThis is irrefutableI firmly believe the the business is falsely advertising, and told me what I wanted to hear in order to make the sale Sincerely, [redacted]

We had a look in our order records and were unable to find [redacted] name in our customer database so we referred the inquiry to our sister company [redacted].  Just to be clear, [redacted] did not purchase any items from Wholesome Linen all our 100% natural linen products for...

babies are made from organic linen from eastern europe and certified by [redacted], a global standard.   As mentioned above, we referred this matter to [redacted] and here is their response to this customer. >>> The customer, [redacted] initially contacted our customer service via phone on January 12th, 2018.  She requested information about specific colors, at that time she was told that certain colors may appear a shade different from the studio lit photos on the website which is why we put a hi-resolution swatch’s available to everyone.  We did stress to the customer that color of dusty rose in particular can change based on the amount of light in the room and contrast of decor. The customer was also made aware that any custom orders could not be returned on the initial phone call.  The customer proceeded to order a custom item, a 5 piece bed in a bag with 2 different colors on each side of the duvet.  This is not something that we sell, the customer filled in the custom request, this is something that was made specifically for the customer, as such, we do not take returns on custom made items.  We actually list this very clearly in bold and capital letters on our website, this is not something that we hide, beyond just letting the customer know on the phone, we have linked this information on every page on [redacted] including the checkout page that we do not take returns on custom items.  The customers claim is that the items were not as advertised, this is untrue because we spoke to the customer and she was made aware of the refund policy, she went as far as mentioning that she wanted to be sure of her decision because she was aware that she could not return the items.  The items made from organic flax milled and dyed in France and at no point in time are there any chemicals introduced into the process, in fact we use vegetable dies with [redacted] certification. When the items arrived to the customer, we received a phone call with the customer demanding that we take a return on a custom item.  We do not like to see unhappy customers so we made an offer to resolve the matter by selling the customer a new duvet at our cost but she refused and demanded that we take back the items, we requested that she offer another solution but she hung up the phone on our staff. We take pride in the fact that we are offer bespoke, custom items for those customers who request them.  The downside is of course that when a customer makes a choice to make a custom item for themselves that we must live by our policy that we cannot take a return.  We did offer to resolve this matter in a way that seemed fair but the customer refused our resolution, did not offer any other resolution then to demand that we take back the custom item she ordered. We are a family run business, take pride in the quality and value of our products but we must stand beside our policy to not take back custom made items.  We do regret that the customer is unhappy with her choice, we tried to offer a resolution but the customer simply refused it.

Complaint: [redacted]
I am rejecting this response because: I have sent full images of the basket and am happy to send it again. The pictured item originally on the website has recently been changed. I have the original image and what I received which is completely different and unsafe for a newborn according to the [redacted]. The mattress that appears fitted in the original advertised images on the website did not fit. I should not incur return shipment charges because this is not a return because I did not want the item. This return is due to false advertising. The image on the website has been changed since I made my complaint. This business has poor customer service and to address the issue should have attempted to send a basket that was similar to the pictures on the website and what I expected I was purchasing.  I should not incur returncharges due to their misleading product image. She can say I was "irate" but you cannot assume the contents of my mind via email and in no way was I disrespectful. I was however unhappy with the lack of customer service and professionalism displayed. 
Sincerely,
[redacted]

In response to the customers complaint1) The customer was fully refunded on September 25th, 2017 for the items she purchased (see attached PDF 'Wholesome Linen _ Orders _ #[redacted] _ [redacted]').  At no point in time did we ever state that she would not be refunded.2) Customer was demanding that we...

pay return shipping and became irate, we have attached our refund policy which dictates our actions on this matter. Nowhere does our refund policy state that we are obliged to pay for return shipping, in fact the refund policy explicitly states that the customer will pay for return shipping.  The refund policy is linked on every page on the site  in plain view and did not change prior or after the customer made their purchase.  In fact Wholesome Linen compromised by waiving a 15% restocking fee which was stated in the refund policy. We were not required to do this legally but did it to satisfy the customer and move forward in a positive manner but the customer continued to threatened us3) The images the customer was sending were obscured and there is no image with the full basket, we offered to send the customer an extra item free of charge to resolve the matter but the customer refused it.4)At no point in time did we ever deal with the customer in an unprofessional manner or with any disrespect. See attached email correspondence, this customer was extremely aggressive in the communications (see attached email communications labelled Wholesome Linen _ Orders _ #[redacted] _ [redacted].pdf)5) Customer went so far as to put a 1 star review on [redacted], our only negative review we have ever received.  Customer did not purchase the item from [redacted], in fact the item is not even available on [redacted] [redacted]

Complaint: [redacted]
I am rejecting this response because: Many of the statements made by the salesperson are a lie: 1) I was not informed of the return policy over the phone 2) Therefore, I never stated I wanted to make sure I got the order right because I was aware I couldn't return it. 3) After expressing a disinterest in the color pink generally, the salesperson told me that the blush pink was not "very pink," and it is actually more pink than featured as well. There was no mention of the dusty rose looking purple. 4) I did not hang up on the salesperson. After repeatedly being interrupted by the salesperson only to be told the same thing, I simply stated that it was obvious the conversation wasn't going anywhere and said goodbye.I am even more dissatisfied about this order given the response of the business. I think it is more than acceptable for them to give me a 50% discount on the items. I have attached photo evidence of the discrepancy between the colors advertised and what was received. This is irrefutable. I firmly believe the the business is falsely advertising, and told me what I wanted to hear in order to make the sale.
Sincerely,
[redacted]