ComplaintsforBudge Industries, LLC

• Initial Complaint

  05/21/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Ordered 8 chair covers and 2 chaise covers which arrived today- in the website, the small chair covers are supposed to fit a 30 inch wide chair (have screenshot from budge website showing dimensions) and my chairs are 28-1/2 wide. These 6 covers are only 27 inches wide and don’t fit. This series of covers are advertised as machine washable (have a screenshot proving that) but in the packages that contained the covers, the instructions for care clearly state they cannot be washed in a machine, only by hand. The company policy is that the customer must pay return shipping and a 20% restock fee if returning for any other reason than a defect. I don’t want covers that have to be washed by hand, and I certainly don’t need covers that don’t fit because the company put the wrong information on their own website. I want them to pay for the return shipping and I want a full refund. These are not my errors- I checked carefully based on the information they put on their website and ordered directly from them, only to get a misrepresented product. I have very specific reasons for wanting washable covers and I certainly ought to be able to depend on the stated measurements. The website instructs me to measure carefully. I did. Maybe budge ought to carefully measure their own items themselves.

  Business response

  06/02/2023

  Customer entered a BBB complaint prior to contacting us.  While our posted return policy states all the items he had an issue with (returning the items and a restocking fee) that would not only be for defects, but also fitment issues as well.  The customer has since contacted us and a return was set up for a field destroy with pictures.  We have not received the pictures yet, but once we do we will be completing a 100% refund on the items.  We consider this resolved once the customer supplies the needed images to complete the return.

  Customer response

  06/15/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:
  You had the pictures in the day I made the complaint, which I have email proof of, including response from your own customer service rep.  In addition, you sold me items that are not sized as you continue to describe them in your website, and you claim the items are machine washable but they aren't according to both the care instructions included with the furniture covers and in the labels sewn in to the furniture covers.  You have photographs of the tags that you forced me to return to you at my expense.  The only one you told me to field destroy was the one that had no tag.  Try telling the truth.  
  
  Regards,
  
  ***************************
  

  Business response

  07/21/2023

  We did receive the images of the cover tags that you sent.  On the tag they do state Hand Wash Cold Water.  The person that you spoke to let you know that the correct instructions were written on the Warranty sheet, which states: 
  CARE INSTRUCTIONS To clean your cover, we suggest diluting a mild liquid detergent in warm water, then softly cleaning with sponge. If hand washing your cover, we suggest you install it on your vehicle. OR Wash in front load/triple commercial washer, in cold water with cup of mild liquid laundry detergent. RINSE THOROUGHLY, Line or air dry your vehicle cover. NEVER PLACE YOUR COVER IN A DRYER!!! 
  These instructions are too long to write on the label which is why they are contradictory.  The label gives the shortest instructions to cover most issues, while the warranty sheet gives the full instructions.  If there were any issues after the covers were washed it would have been covered under the warranty and a new cover would have been sent out if in the warranty period.
  We understand that you were not satisfied with that answer and there was a sizing issue on some of the covers. You did not want a different cover size, and because of this we created a return for you under our hassle-free return policy.  We waived the restocking fee and approved a 100% refund for the return.  We require either the items back or the tags to void a future warranty.  For the item that you could not find the tag,we did a field destroy.  For the items that you could find the tags of we instructed you to return the tags instead of returning the covers or completing a field destroy.  These tags are small and can fit in an envelope with a stamp on it. On our website in the returns policy, we have noted:
  Shipping charges are non-refundable, and customers are responsible for shipping the product back to Budge Industries. In some cases customers may be responsible for the shipping costs of the replacement item. (****************************************************)
  Because we only had you send in the tags of most of the covers you purchased you still have the covers to use while you are looking for other covers. The cost of the covers that you did not have to return or destroy is greater than the cost of what you could have spent to return the tags to us. 
  I am sorry but we cannot refund the cost of shipping items back to us both per the return policy and since you still have these covers to use while shopping for new covers.

  Customer response

  07/27/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because: once again, you are deliberately not telling the truth- I have photos of the instructions you sent with the covers which clearly state these covers are not machine washable.  The whole text of your instructions as shown here is fiction and I have the proof.  
  
  Regards,
  
  ***************************
  

  Customer response

  08/15/2023

  Photo one shows the instruction sheet sent with the furniture covers- clearly, and completely in contradiction with what the company says about these covers being machine washable, they arent.  Also, their last response gives the instructions that they are washable- again, not what they sent with the product.

  photo two shows what their website states about the item being machine washable, claiming the are. 
  photo three shows the actual tags attached to the product, proving again they arent.

  the company has lied repeatedly: about field destroying the items (actually made me both provide photographs of tags plus mail them back at my own expense) about being willing to refund if I provided pictures of destroyed items (already had and they knew it) and about sending instructions for machine was instead of the instructions thst instruct user they are not machine washable (see photos) contrary to website description I relied on (again, see photo) claiming they are washable.  They have not reimbursed me for having to mail back the tags, despite claiming in the BBB rebuttal that they didn't ask me to do that.  
  I know you can't force them to refund me, despite the fact that I don't think I ought to be out any money for a misrepresented product, but you can attach this final communication to the complaint and ensure that other potential customers can see the proof for themselves.  

  Customer response

  08/15/2023

  Photo one shows the instruction sheet sent with the furniture covers- clearly, and completely in contradiction with what the company says about these covers being machine washable, they aren't.  Also, their last response gives the instructions that they are washable- again, not what they sent with the product.

  photo two shows what their website states about the item being machine washable, claiming the are. 
  photo three shows the actual tags attached to the product, proving again they aren't.

  the company has lied repeatedly: about field destroying the items (actually made me both provide photographs of tags plus mail them back at my own expense) about being willing to refund if I provided pictures of destroyed items (already had and they knew it) and about sending instructions for machine was instead of the instructions thst instruct user they are not machine washable (see photos) contrary to website description I relied on (again, see photo) claiming they are washable.  They have not reimbursed me for having to mail back the tags, despite claiming in the BBB rebuttal that they didn't ask me to do that.  
  I know you can't force them to refund me, despite the fact that I don't think I ought to be out any money for a misrepresented product, but you can attach this final communication to the complaint and ensure that other potential customers can see the proof for themselves.  

• Initial Complaint

  10/27/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I order a boat cover for my 2007 ***** ********** 26 foot 254 model on June 10,2022 order number *********. in the amount of $433.46. Before i order the cover i looked up in there webpage my perticular year,make and model and it spectific ********* **** ****** boat cover was the correct cover that fits my boat. In June my boat when to the shop for several repairs i needed done to the boat. I had order the cover right after the boat when to the shop.The shop was back-up with to much work so i didn't get back my boat until October 01,2022, Which on that day I try on the cover for the first time and found-out this cover that Budge spectific on there web-page does not fit my boat due to my boat having a pulpit for the anchor in front. Which budge does not state on their web-page the boat with or without a pulpit. So i called customer service on that same day and they inform me the 30 days return policy has expired. I told them to please have a supervisor call me so i can explain my situation. No one has ever called me to this date. This is there error due to the fact that they don't advertised or show the correct cover for a boat with or without pulpit. I would like a correct cover exchange or money back. otherwise a lawsuit will be file in small claims court. Thank you

  Business response

  11/11/2022

  Customer called in to state that their boat cover did not fit over 3 months after the order was received.  Rep let them know our published 30 day return policy, and they asked to speak to a manager.  A call back was set up, they were called back, and a message was left 10/21/22 prior to this BBB complaint.  After they placed the complaint we contacted them to complete an older return with a 20% late return fee applied.  They agreed to this and we consider the issue resolved. 

  Customer response

  11/17/2022

  [A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
  
  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. 
  
  Regards,
  
  *******************
  

• Initial Complaint

  08/03/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  on 6/28/22 I ordered a car cover from ******, the website stated it would ship in 2-3 business days. I then received an email that the cover wouldn't ship until 7/8/22, I cancelled the order, as I needed the cover sooner. I return home on 7/5/22 and haven't received the charge back to my card so I filed a dispute about it with amazon. About 1 week later the car cover shows up at my house. So I call about what happened, they said that sales didn't get in touch with shipping and it got sent out anyway, and they wouldn't refund my money until they received the cover back. So they sent me a Return Authorization Number in an email, I go to return the package and *** charges me $28.87 to return the cover. So I sent it back, they received the cover 7/29/22. They refunded the cost of the cover, but not the cost to ship it back. I understand if I ordered the cover & didn't like it or something on my end, but the box was never opened, & shouldn't have been delivered, I tried to do the right thing and send it back, then feel like I got screwed for the cost of sending it back. I spoke to ***** in customer service, and his supervisor ******, wouldn't give me last names. They said there was nothing they could do. I called her a ***** & hung up on her, ( I lost my temper after dealing with this for a month)

  Business response

  08/05/2022

  We appreciate your time and patience with our team in getting this resolved.  I recently reached out with a resolution that you agreed was fair, and I hope you now consider this resolved.  Thank you for taking time to talk with me.  If you need anything further do not hesitate to reach out.

  Customer response

  08/05/2022

  After they understood all the information involved, the business reached out to me with an adequate solution for our dispute, this was above and beyond what I expected and wanted to thank ***** personally for her help. I would recommend do business with them again, the company DOES care about customer service.
   
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is more than satisfactory to me. 
  
  Regards,
  
  ***************************
  

• Initial Complaint

  11/27/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I researched budge covers web site for a rv cover on my 28ft fifth wheel. I ordered the cover that was supposed to fit a 28 footer. I did receive the cover in good time but did not attempt installation for a few weeks after receipt. When weather finally turned for install the cover was too small. During attempted installation, following instructions, the cover tore at the rear seam and along the front edge. I wrote two emails to the company explaining the issue with no response. After rereading the warranty statement I realized I had 30 days to install and if I was not satisfied the cover had to be in sellable original packaging to get a refund. I would also have to pay to ship cover back. I believe the company does not allow enough time or have the correct measurement for their rv cover.

  Business response

  12/28/2021

  Customer contacted us two times about the shipping status, and they were not responded to because the orders had already shipped.  We do not have email correspondence requesting a return for bad fitment.  There is a 30-day return policy, and the customer received the order on 10/23/2021, which is now well beyond the return period. 

*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. ↩