I order a set of expensive, thick, sheets.
A set of cheap, thin, sheets is delivered.
Return reason: Different from website description Buyer comments: Very unhappy with product. Already have high thread count sheets and (unlike this set) they are dense, luxurious, and soft. This set is flimsy and coarse. Not as advertised.
** I receive a form letter with options. Return the item, preferably unwashed, to an address in Virginia for a full refund or get a 30% refund if I choose to keep the product (and a request to inform him which option I choose).
** I return and pay return postage. I don't send a follow-up email.
** After tracking number shows package received for 10 days:
I communicated with the seller about my displeasure with the sheets and returned the sheets in the condition directed (unwashed). Package tracking shows the seller has been in possession of the returned package for over a week. No refund. No communication.
My displeasure with this company is rapidly increasing. In the past, I have had to return a few items, that I purchased through Amazon, from other sellers. The sign of a good internet company is how they handle returns and dissatisfied customers. The very best sellers don't try to scam customers by foisting poor quality items on them in the first place (but that ship has sailed). The next lower level of seller provides a free shipping label to print out at home and then immediately processes the refund upon receipt of said returned item (it seems that ship has left the port as well).
Very disgruntled,
Veach Glines
I am sorry for the inconvenience. I was not aware the package was send back. In the email i requested you to please make sure to email me once the package was send back so that i could give 100% refund on those. i never received an email once send back. I have issued 100% refund on those today including shipping paid at the time of purchase. If you prefer i will also refund you the return shipping you paid. Please let me know the return shipping you paid and i will gladly do that.
Please advise,
Syed
Sayed,
I am confused as to why you would not be aware the package was received by your business. I included in the package my name, address, and the order number. I paid $16.14 shipping UPS.
Veach
Dear Veach,
Sorry for confusion. The package goes to the supplier where he gets returns from various drop shippers so that is why i request all my buyers to send me an email once package is send back so that i can promptly do the refund the same day the return was send. I have also issued refund of $16.14. Please let me know if you want me to do anything else. I apologize for all the inconvenience caused to you.
Regards
Syed
Dear Veach Glines,
You
left me a 2 star negative feedback today as you were disappointed in
the quality and return of the set and the way the
return was handled. I am a small seller online and work hard to receive
4 and up rating from my customers. I am sorry to have received a low
rating.
I would like to request you to work with me on this. Please allow me to explain here so you know what happens.
- REGARDING SHIPPING WEIGHT:
Please note that the shipping weight of 35 lb listed is a type error
that has to be corrected. It is impossible to have a 35lb sheet set
exist anywhere. I am going to contact amazon to correct his mistake.
The maximum weight a sheet set can have in 8-10lbs. If you want, you
can even walk into any retail store and check
the weight of their highest luxury set that may cost $300 and up. The
weight will be less than 10 lb. Please understand that even a heavy
weight 8 piece comforter bed in a bag will not 35 lb.
- REGARDING RETURN NOT HANDLED PROPERLY :
Please understand that I work with vendors for processing order.
So, when an order has to be returned, the vendor gets the the return
directly. They usually do not notify us because they expect the customer
to work with us for return authorization. That is why if you see in the
first email to you, I had requested you to kindly provide me with a
tracking number once you return or at the minimum inform me when you
return, but you never responded. This was only because I wanted to
follow through your return and do a prompt refund. However, because I
never knew that you returned, I was not able to do a prompt refund. But
if you notice, I issued you a full 100% refund including the shipping
fee as soon as you informed that you had returned and waiting for
refund. I did not even ask you for the tracking number because I wanted
to take the responsibility to trace the package with the vendor for my
refund. Since the vendors process orders and handle returns for several
sellers like us, they expect us to
know when an item is returned by an individual buyer.
-REGARDING QUALITY OF SET:
I am sorry if the set was not satisfactory. I am just a middle man
here and work with vendors. This arrangement is mostly to get
competitive prices so that I can pass the savings to my customers.
Please understand that I
do not have any intentions to send inferior quality set because at the
end as a seller, I am the one who will get burnt with returns and bad
feedback. I do not gain anything, it is a complete loss for me & my
feedback. However, since I have this arrangement to work with vendors, I
do not always have control on what get shipped. There may be an odd set
that is not up to the expectations and when this happens, I do
everything to work with my customers.
Since the quality was not satisfactory,
(1)
I would like to ship you a replacement set through another vendor.
This time, I will ensure that I also do a personal quality check so you
will not be
disappointed. I will also ship from a vendor that has very high quality
set that costs a lot even in the wholesale market. I will ensure that
the replacement is 2 ply thick set and will guarantee you that you will
like the thickness and quality of the set.
(2) AND, I will not charge you again for this set. Hope this can compensate for the
loss of time due to the first set.
Please
let me know if this is acceptable.
I
do have one humble request for you. At the end once you feel you are
100% satisfied and if you feel that I have attempted to work with you to
your satisfaction, I will kindly request you to please consider to
remove the 2 star negative feedback solely on the basis of my customer
service and efforts to fix the problem. Please understand that seller
feedback is not just for the product but for the most part for the
overall service of the seller and I hope that I can do everything
possible at my end to fix the problem we have on hand. Since I cannot
undo what already happened, I hope that you can please give me a chance
here to work with you to your
satisfaction. Since selling online is bread and butter for me and my
family, I will work hard to ensure I provide you with 100%
satisfaction.
I look forward to hear from you.
Syed,
I do not believe you are unaware of the inferior quality of some of your "vendor's" products. Obviously, not all of your products are poor quality, because many of your good reviews describe heavy, quality, sheets, but I strongly suspect that sending thin, sheer, low quality sheets is an intentional action in order to profit from people who don't know what a thick quality sheet set should look/feel like (or who don't want to hassle with returns). The only downside is convincing the dissatisfied customers (like me) who are familiar with thick 2ply high-thread count sheets to not post accurate reviews on Amazon.
You say you intend to work with Amazon on changing the "typo" of 35 pounds. But you aren't specific as to what the actual weight of a quality king size sheet set is? You write that it is 8-10 pounds.
Partly, my decision to purchase from you was because the weight was very heavy and some of your reviews said they were heavy. I would think you would know exactly what every size actually weighs because shipping charges vary based on weight.
If you are a legitimate businessman and aren't intentionally selling low quality sheets for high prices, then you will not have any problem changing all of the "typos" on all of your pages. There are other pages on your storefront where the weights for King 1500TC sets are: 10, 12, 16, 17, and 28 pounds (I did not look at them all). You say they all should be 8-10 pounds? Are you saying all of these are typos?
I don't want other people to have to go through what I have gone through, and having accurate weight information would be a good first step. Obviously, it is enticing to be offered a free set of sheets for removing my accurate review, but I am more concerned with other customers at this time.
Write to me when all these "typos" are corrected and then I will decide about removing my poor rating.
Veach
Dear Mr Glines,
Thank you for the note. Please allow me to explain further regarding how the edits happen to the listing page.
The
listing page that you see on Amazon, is not owned or maintained by one
individual seller, including myself. That is the reason why you see
more than one seller offering items for sale from one single
listing. That is the reason why individual seller do not have full
control of the content of the listing page because the detail page is
shared by more than one seller for selling the item. In our listing for
example, there are two sellers and previously at some point there may
have been several sellers. As a seller, I can only change item
description at my end of the listing edit page and wait for it to get
selected to get changed on the main listing page. So it is not likely
that all of the content that you see on the listing page including the
weight was updated by one individual seller. It is collection of
contributions from different sellers at some point in time and that is
why on other similar listings you may see different contents based on
what one individual seller may have submitted and was selected.
Please
see attached my listing edit page where I have entered the weight of
this specific item. Just to be conservative, I entered a lower of the
two weights as weight depends also on the type of packaging used by
individual vendor. However, the weight is not yet updated on Amazon.
I will give it few days and check again and if it does not change, I
will contact them to see if they can make the change manually for this
item.
Please
understand that feedback is completely your decision and I am not in
any way forcing you to change the feedback. I am only requesting you to
consider to revise the feedback only at the end if you feel that as a
seller I attempted to work with you to resolve
the problem and only if you are satisfied. Since feedback is not just
for the product but also for the seller experience I was requesting your
help and was hoping I can make it up to you though my customer
service. I only wanted to send you the replacement set to ensure you
receive a set that will be 100% satisfactory for you. It has nothing to
do with feedback. I will respect whatever you decide.
Syed
Syed,
To recap:
- I order 1500TC heavy sheets and pay you over $100.00 for them.
- Your wholesaler sends me low quality thin sheets without your knowledge.
- I return them to an address you provided but you don't know because I, nor your vendor, told you.
- I complain to Amazon.
- You refund all my money as well as all my shipping.
- I post a 2-star review explaining that you advertise heavy sheets and ship light ones.
- You claim the misleading weights are typos and offer a free set of personally inspected heavy sheets so I'll see you have provided the very best customer service.
- I request you alter the weights listed on your pages which lead people to believe you are offering very heavy sheets.
- You claim to request the typos be fixed, but state that because they are not solely edited by you, the final outcome is beyond your control.
Because of this "not my fault" constant, I decided to take a close look at your pages. I understand Amazon's constraints and enticements on you. "Enticement" is the word; clearly, you don't force dissatisfied customers to alter their reviews.
Here are some of your recent 4 or 5 star reviews. Notice anything?
- Seller was very reasonable for returns. Jamie S.
- Seller has done everything possible in his capacity to make this a satisfactory experience for me. Byrne H.
- Extraordinary Professional and immediate response to a problem. I recommend this company 100%. melysa s.
- I had a small problem with the fit of my sheets and to resolve the problem the seller gave me 3 options to choose from. This has never happened with any other seller...I received an immediate reply and credit to my account. I would buy from this seller again. Ina M.
- Seller was very responsive and helped to ensure I got the right product. Very happy with seller and would buy from again. Service outstanding. Matt P.
- Excellent costumer service. Recommended seller. A++++ Tammy L.
- Product was not for me but the customer service was exceptional. Adam
- Extremely wonderful to work with. The product I ordered, unfortunately did not work out for me, but Syed was willing to bend over backward to make me happy, and the return process seamless. Honest, fair and courteous. Natalie S.
- Due to a problem with the sheet thread count I contacted the seller. He handled the situation extremely well. His response to my question was made promptly and to my satisfaction. I would have every confidence in ordering products from this company again. Carol M.
- We did not like the sheets that we purchased after we washed them and tried them on our bed for a week. The seller accepted our return and gave us a full refund even though he cannot resell used sheets. Super service.
- The seller gets an A but the waterbed sheets get an F. Anyone with common sense would recognize the poor quality of this product but the seller went out of his way to make things right and that's good business. Dennis A.
- 5 stars because of exceptional service. These sheet sets are fine but just not up to the quality I was suspecting. The seller handled the return like a professional even paying for the return shipping. Thanks so much! Donald M.
The following are also your reviews. However, these customers—with
similar complaints as mine—chose to keep their sheets (either because
they didn't know better or because they just don't return things) and
post 4 or 5 star reviews:
I have decided to not accept your free set of sheets. I will find a trustworthy business somewhere else. It would feel like graft, and I suspect they would not be thick quality sheets and then I would be in the position of doing what? Feeling guilty for returning the free set?
I am going to refer all of this to Amazon's fraud department. I believe there are hundreds (if not thousands) of Amazon's customers who have been scammed by receiving low-quality, thin, one-ply, sheets from you (or one or more of the wholesalers you use) who paid for high-quality, thick, two-ply, sheets and didn't complain. I hope Amazon has the ability to go back and review those orders.
- These are the best sheets I have had in long time! Will be ordering more. I assume the wrinkles will disperse after the 2nd or 3rd washing! I am happy! Thank you! Leslie [Leslie is clearly an idiot because heavy 2-ply quality sheets do not stay wrinkled.]
- not as soft as I expected them to be. Dave
- sheets are way larger than i have ever bought before fits my pockets of my 24in mattress and gos under. same with the flat sheet plenty of sheet to tuck under the mattress so far i would have to say good deal a little hard but i have not washed them yet hopefully with fab softener they they will be softer. vinny NH [Also an idiot. Quality sheets are soft.]
- Items good; fabric thinner than I expected. Challenge now to find the right comforter to fit duvet w/o a lot of excess fabric hanging down. E. M.
- really soft but sheets thinner than expected.... which seems light and airy at first but it slips down during sleep and is pain to keep pulling it up feels nice but I've had better. Margaret S. [Clearly, Maggy didn't know she was supposed to receive the opposite of "light and airy".]
- I bought 1000tc sheets as was the description. I was expecting a softer feel sheet. These sheets feel like they are 200 tc. AJ
- they knowingly sent the wrong item and were difficult to get refund from. Lauren A. Hampton
- I have returned the item and still have not received a credit back. I would like Amazon Customer Service to step in and help here. Please advise. Sabrina [Obviously, she also didn't send an email]
- The product was not as advertised. I would not advise buying this product. I do not know if the seller's other products are worth buying. Edward M.
- The sheets were not what was described but the seller was more than willing to refund me 20% discount. I settled for 60% refund. They'll negotiate with you so they don't get negative feedback. I wouldn't shop here again. ImKim
- Product was not the quality nor the thread count the seller advertised. They refunded the money promptly but it was a waste of time and I had to pay for shipping the return. Avoid this seller, they are dishonest about their product and they know it. NewYorkRoger
- Poor Quality not what seller described. Creasyb
I have decided to not accept your free set of sheets. I will find a trustworthy business somewhere else. It would feel like graft, and I suspect they would not be thick quality sheets and then I would be in the position of doing what? Feeling guilty for returning the free set?
I am going to refer all of this to Amazon's fraud department. I believe there are hundreds (if not thousands) of Amazon's customers who have been scammed by receiving low-quality, thin, one-ply, sheets from you (or one or more of the wholesalers you use) who paid for high-quality, thick, two-ply, sheets and didn't complain. I hope Amazon has the ability to go back and review those orders.
Veach Glines
Hello,
Thanks for bringing this to our attention.
Asking you to change the seller rating or feedback you submitted is a violation of our Community Rules posted here: http://www.amazon.com/gp/help/customer/display.html/?nodeId=1161272
Violations of our Participation Agreement, of which these Community Rules are a part, can result in suspension of the seller's Amazon.com account.
I've filed a report to our Seller team on your behalf. Rest assured that each report they receive is investigated and appropriate action will be taken. If you'd like to send more details to this team, please use the form below and choose the "Report a violation of our rules" option:
(report hotlink) ... [filed report]
I appreciate the time you took to write to us about this. Strong customer feedback like yours helps us improve our store and offer better service to our customers. We look forward to seeing you again soon.
Best regards,
Shruthi N
Greetings from Amazon.com.
Thanks for bringing this to our attention.
Asking you to change the seller rating or feedback you submitted is a violation of our Community Rules posted here: http://www.amazon.com/gp/help/customer/display.html/?nodeId=1161272
Violations of our Participation Agreement, of which these Community Rules are a part, can result in suspension of the seller's Amazon.com account.
I've filed a report to our Seller team on your behalf. Rest assured that each report they receive is investigated and appropriate action will be taken. If you'd like to send more details to this team, please use the form below and choose the "Report a violation of our rules" option:
(report hotlink) ... [filed report]
I appreciate the time you took to write to us about this. Strong customer feedback like yours helps us improve our store and offer better service to our customers. We look forward to seeing you again soon.
Best regards,
Shruthi N
Greetings from Amazon.com.
Thank you for submitting your report. All reports are reviewed by our investigations team. For privacy reasons, the results of our investigations cannot be disclosed, but please know that we will take any appropriate disciplinary actions.
...
Thank you again for bringing this matter to our attention.
Best Regards,
Seller Performance Team
Amazon.com
Hello,
Hello,
I'm truly sorry about the experience you had with the seller.
On priority, I've forwarded the details you sent us to our investigations team. Each report they receive is investigated and the appropriate action is taken on the seller. Further, I'd like to thank you for letting us know about the situation as I was able to escalate the problem and demand the seller for reasonable answers regarding this issue.
We always value this kind of feedback, as it helps us continue to improve our store and provide better service to our customers.
I am sorry that this experience has been a disappointment.
Rest assured, we’ll continue working hard to ensure that you receive accurate service, and to minimize the chances of anything like this occurring again.
Again, our sincerest apologies. We hope you'll give us another chance to prove the quality of our service and look forward to your next visit.
Best regards,
Ranjith.Devireddy
