Complaints

• Initial Complaint

  09/10/2024

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Unanswered

  More info

  I received a Red land cotton quilt as a gift Christmas 2023. I was notified by the person who gifted the quilt that there was a recall on the quilt due to needle fragments!!! The quilt was expensive and considered an heirloom item in the family. The giver was distraught, as the home has young children and pets. I myself was shocked and immediately removed the item from the home. I inquired with tred land cotton online recall process and was instructed to stop using the quilt and had to sign a disclosure that I had disposed of the item in the recall document. I was contacted by a staff meme we via email with an interrogation. No Im sorry No was anyone hurt nothing. No regret and no resolution. The company claims it is a 100% made in the *** yet will not disclose the location or name of the batting manufacturer they use that caused the needle fragment to be in my home and in my beds. On trip of that, the gift went in the trash and there is no response from the company. Other consumers should be aware of the failure of this company to take responsibility for their dangerous products. The la k of customer service and genuine concern for the well being of customers is disturbing.

• Initial Complaint

  03/13/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I requested to return my entire order based on the quilt being recalled due to metal fragments being found in the quilt. The items have not been opened, have not been used, and are still in the original plastic packages and the original shipping box. I was doing a master bedroom remodel and I planned on using the items when the remodel was completed. The remodel is done and I cannot wait for the recall issue to be resolved. The matching sheets are of no use to me without the matching quilt. I requested return instructions for a full refund to the original payment method as the website is not allowing me to return the items for a refund to my original payment method. The company is refusing to provide me with a refund.Red Land Cotton Order #SH227409 Order total $541.16 Order date Jan 29 1 Ticking Stripe Classic Quilt Ticking Stripe Classic Quilt Charcoal Ticking *************/Cal King $310.00 1 Ticking Stripe Single Fitted Sheet Ticking Stripe Single Fitted Sheet Charcoal ************* / 16 $125.00 1 Ticking Stripe Single Flat Sheet Ticking Stripe Single Flat Sheet Charcoal *************/Cal King $115.00 Discount -$89.25 Subtotal $505.75 Shipping $0.00 Taxes $35.41 Total $541.16

  Business response

  03/13/2024

  We understand this is an unusual situation. As outlined in our return policy, we allow a 30-day window for refunds. However, regarding the recent recall, we are providing the option for these items to be returned for thorough inspection for possible contaminants, after which they will be returned to the customer per the Consumer ************************** However, Due to the process of the **** we have not been given the OK to start the return process for examination at this time, so if she were to return her items to be examined, we would have to hold said items until we were approved to send them back to the customer for the safely of all involved. We are following the guidelines set in place for us. Alternatively, we can issue a refund in the form of store credit for said items so they can purchase new Quilted items after the situation is resolved. 

  It's important to note that items purchased alongside the recalled products are not affected and therefore do not qualify for refunds. We have extended the offer to return the Quilts by providing a pre-paid shipping label, but we have not received them as of yet. We are committed to resolving this matter amicably and are eager to assist the customer, but she is not willing to work with us.
  We understand the inconvenience this may cause and we are doing our best to address the situation within the bounds of our policy.

  Customer response

  03/13/2024

   
  Complaint: 21427186
  
  I am rejecting this response because: As the merchant confirmed in their response, there is no remedy for the recall and they have no time frame for the remedy. The merchant has asked me to return the quilt, let them hold onto it until such time as the **** approves a remedy, and then return or replace the quilt. Again, no time frame is given for this. I purchased the items to use for a remodel I was working on. The remodel is complete and I had to purchase new bedding to use for the remodel. The sheets that were part of the original order were purchased to go along with the matching quilt - which again, is recalled with no time frame on a solution to the recall. This merchant sold and distributed a defective product and as such should honor a full refund for said items purchased for that product and the coordinating items. Again, these items are in the original packages, unused, unopened, and brand new. Why should I, the consumer, have to pay the merchant's recall mistake. This merchant should stand behind their product. Their refund policy states nothing about recalls or defective items. Again, I am demanding a full refund. I purchased the quilt and coordinating sheets to use and now I cannot use them due to the merchant's negligence.
  
  Sincerely,
  
  *************************

  Business response

  03/15/2024

  We are working closely with the **** to remedy the issue and do a proper recall. We are asking all customers to be patient as we await the **** guidance. Thank you for understanding. 

  Customer response

  03/18/2024

   
  Complaint: 21427186
  
  I am rejecting this response because: The response does not address my request for a FULL refund to my ORIGINAL payment method due to the recall. The items I am returning are UNUSED and UNOPENED. Again, my request is for a FULL REFUND TO MY ORIGINAL PAYMENT METHOD due to the merchant's negligence in providing an item I cannot use.
  
  Sincerely,
  
  *************************

• Initial Complaint

  02/13/2023

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I must say I am extremely disappointed in your company. You come across as thou you are in *****. I've tried several times calling to never reach a person. I made 3 purchases to totaling over $700.00 and you apparently dont want to be bothered talking to your customers. Instead I receive a text and when I reply I get a generic reply message back. The below are my orders:#SH164993 February 8, 2023PaidFulfilled$335.00 #SH164982 February 8, 2023PaidFulfilled$225.25 #SH164980 February 8, 2023PaidFulfilled$204.00 I have a problem with order # SH164982 which is suppose to be a quilt for ********** King/King and it is way too small and want to return it. I wish for you to send me a prepaid *** label for me to return this item.

• Initial Complaint

  12/05/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I ordered a set of sheets on Nov. 12, 2022, fully intending King size. Thats what I chose but somehow the website defaulted to Twin (their pre-selected size). I didnt catch it and completed my order and payment.When the sheets arrived I discovered they were Twin size. (They charge the same no matter what size you buy).Yes, I laundered them before attempting to put them on the bed. I told them this in my original email, they dont seem concerned about that.Their position is I am seeing a Twin size was purchased and paid for.I explained that I dont have a twin bed and can I please exchange these for a King ********* response: we cant duplicate the error on our end but our owner has asked for a screen recording. If you can duplicate the issue, we can move forward with a solution.I have no idea how to do that. I just want the sheets I paid for.Thank you for helping me with this situation.*********************

  Business response

  12/05/2022

  The customer purchased and received a twin size sheet set. She voided her right to an exchange or return by washing the product before she realized her error. I'm attaching our communication with the customer. 

  Customer response

  12/06/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩