Complaint Review: Nationwide Linen Rentals

On October 7, 2003 I contracted with Nationwide Linen Rentals to provide table linens and chair sashes for my nephew's wedding June 19, 2004. My order total was $1,036.80, which was paid in full well within the company's requirements. In addition, I had to pay for the shipping. I have a copy of the contract marked "PAID IN FULL READY TO GO".

From the day I placed the order, I never made any changes to the order. My order was placed 8 months in advance. Delivery was to be June 17th or 18th. NLR is located in Michigan, the wedding was in Iowa.

The order arrived on Friday, June 18th, the day before the wedding. Out of 52 table top pieces, 22 of them were sent the wrong size. I ordered 17 pieces of 120" round white satin tablecloths for 60" tables. 5 of the 17 tablecloths sent were 132" instead of 120". I had also ordered 17 pieces of 108" round silver tissue lame table toppers. All 17 of the toppers that arrived were 120". All these pieces have tags in them stating their size.

I immediately called NLR and a girl said they would overnight the 22 correct pieces and I would have them on Saturday.

The correct pieces never arrived.

I had 5 tables with the white satin tablecloths pooled on the floor. The silver lame toppers were supposed to be 108" so the white satin would show beneath to the floor. Instead, the toppers were 120" and hung all the way to the floor totally covering up the white satin. I had to spend hours on Saturday frantically trying to swag them all so the white satin would show. It was a nightmare.

The following Monday, June 21, 2004 I emailed Kathy at NLR about the 22 missing pieces, and that they had never arrived on Saturday. I told her how disappointed I was in the company and I thought I should receive a refund in full, but at I was insisting on at least a refund for the 22 missing pieces.
Kathy replied,
"I apologize for this disaster and I am very disappointed about this situation.
I will resolve this issue with our warehouse staff and get to the bottom of it as this is not the way our business operates. You will be refunded for any item that you did not receive and shipping as well once the order has been returned and checked in by me personally."

I carefully boxed up the linens exactly per NLR instructions and shipped them back exactly on schedule.

By July 8th, I had heard nothing from Kathy or NLR. So I emailed Kathy again, "I was wondering when I will be receiving my refund." Kathy replied, "A refund has been approved and will be issued within 30 days from our accountant."

I waited over 30 days and received nothing. On August 11th I emailed Kathy again, "Still no refund."

There was no reply.

On August 18th, I emailed Kathy again, "I have not received my refund. Please let me know why."

Still no reply and no refund.

On 8/21/04, I wrote a formal letter to the president or owner of Nationwide Linen Rentals. The letter explained the situation, the promised refund, the lack of response, and that I was angry.
There was no reply.

I never received any further communication from Nationwide Linen Rentals, and never received my promised refund. So they stuck me with 22 tablecoverings that were the wrong size and also stuck me with the shipping on those 22 pieces that I did not even order. Then they never over-nighted the correct pieces after they told me they would.

To make matters worse, I recently noticed the company further ripped me off on the original contract. I was supposed to receive a 2.5% discount due to a special promotion. The subtotal of the order was $1,011.51. Below that shows a 2.5% discount on $1,011.51 in the amount of $25.29 and a total of $1036.80! So they ADDED the 2.5% "discount" instead of deducting it.

Nationwide Linen Rentals is a despicable company that preys on people planning a ONCE IN A LIFETIME event. They destroyed my months and months of planning, and caused me terrible stress. NEVER DO BUSINESS WITH NATIONWIDE LINEN RENTALS!!!

Melody
Clive, Iowa
U.S.A.