ComplaintsforMarine Vinyl Fabric LLC

• Initial Complaint

  01/04/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  During the month of September or October 2021, I purchased rolls of vinyl to cover my four kitchen chairs so I'd have them covered by Thanksgiving. Somehow, I mistakenly purchased vinyl rolls that were not clear (nor see-through). I contacted the company by email, stated that I was still interested in getting the clear (see-through) vinyl rolls in place of the non-clear ones I had received, and was told to send the items back and that I'd get refunded. However, a return label was not issued.When I requested a label, I was told by a rep through email that the company does not normally give refunds.I referenced an earlier email which confirmed the compny's willingness to refund **** did not get a response after requesting a return label on several occasions. I sent another email today, 12/29/2021, indicating that I would seek assistance from the BBB since correspondance with the company hasn't been helpful.

  Business response

  01/18/2022

  Hi ****,

  For the product you purchased on the website it states "Products are sold as is and are not eligible for return." We have also already stated that we are willing to bend the rule for you and will accept a return. It looks like you ordered 4 pieces of white marine vinyl upholstery scrap which is sold "as is". You did not order clear vinyl from us. It appears you simply accidently ordered the wrong item. We normally would not accept this as a return, but as we already told you we are willing to make an acception. Per our return policy if you send the product back to us we will refund you for the product, but not the shipping costs. We do not supply the return shipping labels. You need to go to the **** or ***** and send the product back to us at Marine Vinyl Fabric ************************************. Once the package is in the mail you would need to send us the tracking number so we can track it. Once it arrives we will give you a refund for the product ordered, but will not refund the shipping costs. If needed you can then order the clear vinyl if that is still needed. I'm sorry this experience has not been ideal for you, but we have done everything possible on our end to help you through this issue.

   

  Thanks,

  *****

  *************************

  CEO: Marine Vinyl Fabric

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