Report: #1018072

Complaint Review:

  • Submitted: Thu, February 21, 2013
  • Updated: Sun, March 03, 2013
  • Reported By: Erica — Houston Texas United States of America
    1193 Lexington Ave
    United States of America Fine Linens Horrible customer Service, Rude, Arrogant, Sent bad product - Wrong color, Wrong size. No Returns Whatsoever. AVOID New York, Internet

*REBUTTAL Owner of company: Customer is not telling the truth

Show customers why they should trust your business over your competitors...

Placed an order online through Steve Hirsch the owner of in New York, NY.  Steve was pleasant enough when we placed the order.   First quoting my boyfriend a price of $400 for a luxury sheet set with shipping included.  We placed the order and that is where the pleasantries abruptly ended.

Received the sheets that we ordered in "Ivory" in a bizarre cream color and even though they were supposedly custom made for our 12 inch mattress they were huge.  I have a pretty discerning eye...I can understand that there may be variations of Ivory...but to receive the sheets in some kind of ugly cream color...well that was a shock.  Not to mention the size of the sheets.  These literally leave copious amounts of extra material and have flaps and huge pockets around our mattress.  Custom made for our mattress?  Far from it.

Much to our chagrin when we called Steve back he played a game of "cover your a**."  Claiming that he told my boyfriend on the original quotation that there was no returns on custom made orders.  Of really?  Well I am sorry Steve...that never happened.  Not once was the return policy mentioned, brought up, or discussed....with either of us.  We would never order sheets from a retailer over 1000 miles away that we wouldn't have the ability to return.   

Steve quickly became arrogant, condescending, and rude.  Mocking us telling me to "put on your big girl pants and try to dispute the charge."  Yes Steve...I will do just that...will put on my big girl pants...will win the dispute and I will get my $400 back.  

Quick work of advice.  Never deal with Steve Hirsch or anyone at  They don't stand behind their product and take their arrogant, bullying "New York" approach to dealing with customers.  
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#1 REBUTTAL Owner of company

Customer is not telling the truth

AUTHOR: - (United States of America)

I would first like to start off saying Fine Linens has been in business on the Upper East Side of NYC for the past 38 years in the same exact location. We must be doing something right in this day and age to be in the same location with the same owners for the past 38 years. That being said sometimes you come across customers every once in a while that do not agree with your policies and this happens to be one of them. 

As you can tell from our return policy we take back basically everything we sell on our website except for Custom items that are made to order for the individual. When this so called customer called us up to place an order over the phone(it was her Boyfriend who called us not her) we told him that the particular item they wanted was custom made for them and no returnable. He understood this and ordered the item anyway(the reason he ordered from 1000 miles away is because we met the price from a store near there town and not tax is added out of state). The receipt we emailed to the customer as well stated that it is a custom order and there are no returns or exchanges on the items. 

The sheet set ordered was a color called Ivory. In the fabric world Ivory will change their dialot from one order to the next. That always happens and will always happen. When the customer received the order they called us up and told us that it does not match the Ivory they have already. THis was the first time it was ever mentioned that you were trying to match another set of sheets you have. If that was the case we would have been happy to send them a swatch of the current dialot to make sure it matches. Nothing was mentioned about the size of the fitted sheet till after we told them that the color will vary form one store tot he next and cannot be returned. Even after stating this we offered her to take the sheets back and fix the size of the sheet. She became very rude and obnoxious and all she did was demand her money back. We tried to rectify the situation but she did not want anything do to with that. The part that I do not understand is she never even was on the phone when the order was placed. Her boyfriend called and placed the order. How would she know what we told him over the phone about the return policy. We only heard from her after telling her these were custom.

We pride ourselves in our customer service and always will. That is how you stay in business for the past 38 years and how we will for the 38 years going forward. 
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