Touch of Class

I placed an order and kept waiting and waiting and waiting... then I learned my order had been canceled and I was not notified. I was particularly concerned when I noticed the items are still being advertised for sale!

I waited a long time before finally making the decision to purchase a moderately expensive lamp from Touch of Class. I was remodeling my home and finally decided to do it. When he item arrive (it took a few weeks), I was certain they had sent the wrong colored lamp. When I looked at their website, the lamp only came in one color. The lamp was described as "blue." What I got would never be chosen as blue by anyone I know. I asked others to include disinterested parties at FedEx. None thought the lamp was blue in color. I had to send the lamp back insured and via FEDEX. It cost me $70.00 in shipping - no help from Touch of Class. I will NEVER purchase from this company again. I would NOT recommend trusting what is shown in the catalog or website as accurate. If you must buy from this company, be sure to check return policy and shipping. Know this: They will NOT take responsibility for what was clearly an inaccurate description and representation of this lamp. They have lost my business for good.

I ordered from website Marshfield drapes in Dark Grey. Received Gabriel drapes in the color ASH. Item numbers aren't even the same hot according to to customer service Doris Gries, thieve are the same. Also the curtain rod I got has a piece of plastic in the end piece that is broken, will not refund until I send a picture. ABSOLUTLY INFERIOR products and even worse customer service

Recently placed an order. Have emailed twice for status no response. Called 800 # was told there is a 32 minute wait! No automatic call back. So far disappointed.

Do not ever order from this company touch of class they never refund our money I order some shelves and I returned it you gave to pay for the shipping back their products looks very cheap and very overpriced I have to call them many times for my refund every time different respond from different customer service nobody know what they doing and I did not get my money back yet I will order from rich of class again go order from big company like way fair or Amazon or target

I just built a new house and have been buying curtains from your facility. I looked on your site Sunday and found some curtains I wanted to order when I went to do the order it would not let me finalize it so I backed out of it and went back into it and resubmitted a new order. I looked at my account and found that you charged for both orders. I contacted your customer service and spoke with a Sierra and all she wanted to do was argue with me instead of trying to come up with the resolution to fix this situation. I then asked to speak to her supervisor and she said her Supervisor was out to lunch and would have to call me back so I left a message for her supervisor to contact me back. 3 hours later her supervisor contacted me this lady was the coldest lady I have ever spoke with in a customer service position. To be a supervisor and not care about a customer tells me what kind of facility this is I explained to her the situation and she wanted to just tell me that it was placed and that's it she would not give me a resolution of what to do nothing so I stated to her the only thing I can do then is refuse the orders and let them both go back and I'll receive my money back and go elsewhere her comment thank you that's how you take care of customers. Question what happened to customer service?

I ordered two of these pedestals, and when they were delivered one box was obviously damaged and the pedestal was broken. It was apparent that the inside of the pedestal was hollow and that it was very fragile, not at all like the quality you would expect from an item that cost so much. I sent an e-mail to customer service twice to ask about a replacement. When I did not receive any response after 2 days, I called customer service. The man I spoke with was very nonchalant and said they would send a shipping label to my e-mail in a few days. I could print out the label, take the broken pedestal to a FedEx Store or Walgreens, and once TOC received the damaged pedestal they would either send a replacement or issue a refund. Quite frankly I don't want to pack this thing back in the elaborate packaging (which wasn't enough to protect it in the first place), find a FedEx store, stand in line for an hour, catch COVID-19 from others in the store, and then wait several weeks for the replacement to arrive (which of course could also be broken or damaged). My alternative seems to be to find another retailer who cares more about its customers than Touch of Class does. We have spent more than $1,500 with this company in 2020, and much more over the last few years, and this is how we are appreciated. You can go ahead and buy something from them, but be forewarned that they don't care one bit about you, and if your item is damaged, it is clearly your problem, not theirs.

Do NOT and I warn DO NOT buy from this company. It is a 5-person run small company and they have the WORST and most UNPROFESSIONAL Customer service! If you but and need to return an item or track your purchase, you will not get through on the phone and they will not return emails. I had purchased over $1k worth of products for a Christmas gift for my mother. When the items finally arrived, the products were cheaply made and not of the same quality as the photos. So, we returned the items (at our own expense). The terms and conditions said to email them for a return shipping label and no one responded to my email. Therefore, to meet the return timeframe in order to get a full refund, we returned the items out of pocket at a cost of $113.00. I have spent almost 4 weeks to get the refund owed after I had confirmation the items were received by the warehouse. However, the customer service manager "Sarah" failed to return my emails or phone calls. So, I filed a credit card dispute with my bank. I will NEVER shop here again and warn you if you are thinking about it, DON'T! Horrible experience!

Order curtains Loved them. Hadn t notice 3x4 run in material until seen in sunlight awhile later. Refused to replace were in stock

I ordered a bedspread and jad a concern. My concern was addressed immediately by Karla who reached out and followed up. She is exceptional.

Faith Stover <*******@gmail.com>
12:27 PM (6 minutes ago)
To customerservice

I purchased two gift certificates on November 17,2020, and requested expedited shipping as this was a birthday gift to be delivered by November 25. No one contacted me regarding a quote for the shipping despite their email stating as such. I finally was able to get through to a customer service representative after waiting more than one hour on hold. The representative stated that the gift certificates were not mailed until December 7,2020, more than three weeks after the order was placed and paid for. I expressed my disappointment and the representative stated she would send me an email after speaking to her supervisor. She did not. Yesterday, December 28, and more than a month since the order was placed, the recipient finally received the gift certificates. A catalog was included that stated prices were good until December 10. She tried to place an order and discovered that Touch of Class increased the price of the item she was ordering from $259.00 to more than $400.00. It is clear that Touch of Class deliberately delayed the delivery of the gift certificates to ensure that the recipient would be required to pay the higher prices that took effect after December 10. I will never order another item from this company.

I ordered the "Twillo The Gripper Slip Resistant Rocking Chair Cushion Set". The measurements listed on the "Touch of Class" website are 17"x18" for the bottom seat cushion and 23.5" for the back cushion.

When I received my order, the seat cushion is actually 16"x16" and the back cushion is only 21" high. Consequently, they do not fit my rocker.

I either received the wrong order or the website misrepresents their product. The color on the website said blue/grey but the cushions are not blue at all but grey. The bottom seat cushion is also not the same shape as the seat cushion pictured on the website.

I immediately tried to call customer service and was put on hold. The recording said there were 17 calls ahead of me and to expect a wait of 38 minutes. The recording also gave me an email if I didn't want to wait. I emailed them on 12/14 and still have not heard back.

I also had to pay $20.41 to return the cushions. Now I'm wondering how long it will take them to refund my VISA.

The first photo is what I received, the second photo is the picture off the Touch of Class website.

I ordered wall topper AB65 in June. Not told of any delays. Called and told it would come July 16. Next told July 23. Called on July 27and told July 30th. Employee, Betty or Becky wanted order number that I didn't have. Kept asking me for it. Informed her if I had it, I would have given it to her the first time she asked but she can easily find it because the other employees had.
Next, she rudely told me that if I had looked on line, it clearly states arrival date of July 30th. I stopped her to correct her Informed which she knew. I called my order initially and was not informed of any delay and her information is incorrect because when I called twice before they had different dates of July 16, and July 27. So this is the third change in arrival dates ( she was calling me dumb.) She raised her voice and told me she was talking and I was not going to interrupt her. I informed her I would if what she was saying was incorrect. She hung up the telephone. I left 2 messages for managers but no call backs. I have spent thousands of dollars with this company but they have lost my business.

It would have been professional if the company cannot get an item not to advertise they have it or at a minimum contact anyone that ordered it and let them know of any delays.

Due to number of words I left out other rude remarks employee made. She talked like she was doing me a favor to even answer the telephone.

I've never had to deal with customer service because all of my orders have been exactly what I wanted, great quality, and shipped in timely manner.

I ordered seven items for my new home with an order total over $1,000 before a discount. The product quality varied but generally the prices were high for the value received. Shipping isn't a deal of course and you're on your own returning anything that doesn't fit your space or decor. While the customer service staff were always nice it was absolutely clear their technology is way behind most vendors. They cancelled my order because their payment software wouldn't accept my credit card without associating it with a zip code I never used. I couldn't figure out why that was but the fact that they decided to cancel then re-entered my order meant I couldn't see my order on line. Then Fedex got creative and took some of the items from the city in which I live and literally shipped them across country and gave them to someone in the zip code Touch of Class assigned to my credit card.
One item was coming weeks late so it apparently wasn't in the initial charge I saw on my credit card statement. That makes sense but I couldn't reconcile the amount on my credit card statement without the re-created order (which never matched the original). The new order had higher shipping and it took four requests over a week and a half to get a document they claimed was the final order.
For the items I returned (via Fedex w/tracking per their requirement) they never acknowledged receipt. During one of my many calls to resolve the billing questions, I confirmed it is not their practice to let customers know they received your item in acceptable condition (original packaging, new condition, etc.). You must wait for your credit card statement.
This company is simply too much work for the quality and outcome.

After waiting several months for a chair my wife finally received it. Not easily put together due to inferior hardware/design she had one more part to install. The last caster would not screw into the leg due to bad threads on the receiving leg. Calling the company she was told they would send her out another leg and caster which she acceptable.
Later she received an email stating they couldn't do that as their new stock was different. I objected and was told if I sent in pictures of the damage they would get back in touch. I sent two pictures. Today we received a call from RACHEL telling my wife she would have to send the chair back and they would send another chair. In other words my wife was given additional work (disassemble, repack, ship and assemble new chair when received) due to their faulty product. I said the least she could do was offer a discount for the inconvenience and was told they couldn't do that.

I told RACHEL that was not acceptable and she stated they were a small family owned company and that was their policy. Asking to speak with the owner she stated and I quote, "That's not going to happen". She said I could only communicate with the owners vis email. So much for being a small family owned company.
I stated that if I was not able to speak with an owner I would voice my dissatisfaction with a one star rating. At this point RACHEL said "that's your opinion and hung up on me"
All I can say is STAY AWAY. It's obivious RACHEL doesn't understand that you can win a battle much easier than winning a war but one has to understand that for an employee to be so callous and unhelpful it tells you something about the owners.

I REPEAT, STAY AWAY FROM TOUCH OF CLASS