ComplaintsforFabric.com, Inc.

• Initial Complaint

  11/01/2022

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  On 10/11/22, I purchased 11 yards of gold velvet that stated 72 wide. When I received it, it was only 52 wide. I called fabric.com and advised it was being returned, unopened, in perfect shape. They acknowledged via a phone call that they received the fabric on 10/17/22. Its been 15 days since they received the fabric back and they refuse to return my call, their email is full and not accepting my emails. I have no way to get my money back from them and they refuse to speak to me via call or email. Order # ******** 10/11/22, returned via *** tracking 1Z5XX6249045521390, 10/13/22, received by fabric.com 10/17/22.I paid $146.14. My bank will not assist me, I used my debit card *****************

  Business response

  11/03/2022

  Thank you for being a valued Fabric.com Customer. We apologize for your inconvenience. A refund has been issued. You should receive an email within the next 8 hours detailing your refund.

  Customer response

  11/03/2022

  They claim that they have issued a refund, but there is absolutely no refund posted to my bank account and nothing pending. They are lying. 

  Business response

  11/09/2022

  Thank you for being a valued Fabric.com customer. The customer has been spoken to via phone and is awaiting their refund. If you have any questions please contact. Fabric.com customer service at ************** M-F ********* EST.

  Customer response

  11/09/2022

   
  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.
  
  Sincerely,
  
  *************************

• Initial Complaint

  10/06/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  I unfortunately did not research the following website ahead of making an online purchase. https://www.mintfabrics.us is a fraudulent company. I was sent a confirmation email regarding my order but the phone is always busy and customer service email gets bounce back. Upon researching them, this has happened to several people. I have opened a claim with my credit card company but this business needs to be shut down before they scam more people.

  Business response

  10/17/2022

  Thank you for being a valued Fabric.com customer. We are sorry to hear about your experience. Please visit www.fabric.com to place an order or to reach our customer service team.

  Customer response

  10/17/2022

   
  Complaint: 18178132
  
  I am rejecting this response because: The business noted continued to ignore my inquiries and the product purchased has never been received nor shipped. My credit card company sorted this out for me and will be dealing with this scam of a company. Given the dozens of negative feedback regarding this company, I would hope the BBB would assist in ensuring this does not continue to happen to others
  
  Sincerely,
  
  *********************

  Business response

  10/17/2022

  We are sorry for your inconvenience unfortunately www.fabric.com is not the same website nor company as mintfabrics.us. If you would like to place an order with us please visit our website at https://www.fabric.com we would be happy to assist you with quality service.

• Initial Complaint

  06/18/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  On January 5th 2022 I ordered through Amazon, ************************* fabric that was being fullfilled by Fabric.com. order # ***-8474585-0309043 $59.01. In stock, 2 day shipping. Amazon took money out of my bank account, a nonpin debit card, on that day. They kept sending notices for delay in shipping. This went on for 3 months. Would not let me cancel order, as was 'in-procrss'. I had faith they would ship. I ordered more ************************* fabric again March 20th order #***-1762707-8997067 $132.12. Again Amazon took money out of my account on that day. I have bank statements showing this. On March 30th I realized I had a problem and started with Amazon customer service chat. They assured me I would get my orders. April 24th they provided me with two ticket numbers requesting investigation into this. Suddenly my January 5th order dissapeared off of my Amazon orders. May 3rd they told me that money was only held, that they did not take money out. I knew otherwise. May 3rd chat, still could not provide me with refund information. Suddenly my March order changes to order received, will notify when shipped. June 3rd chat acknowledges they had taken money out and gave me a new ticket number V596685873 refund in 10 bussiness days. Now June 17th says my bank card was not charged. Nothing more they can do. They charged my debit card in both instances and have no intention to make it right! Because Amazon owns Fabric.com they contol this and I am not able to deal with the actual "seller" I want my money back!!

  Business response

  06/24/2022

  Good Morning,

  This Customer placed an order on Amazon.com. I have fwd this complaint over to a customer service manager within Amazon. Unfortunately Fabric.com is not yet fully migrated into Amazon.com so we are unable to see this customers payment history. This customer deserves a refund, we do not have the capacity to issue Amazon.com refunds at this time.

   

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

  Fabric.com

  Customer Service Manager
  

  Customer response

  06/26/2022

  Unfortunately I have been working with Amazon's Foreign customer service for more then 90 days. They take you arround in circles. Tell you what they think you want to hear. Do not follow through or respond back. They have no way to send them proof that they took money out of my account. They say it was only on "hold" until shipped, which was not the case!  Their A to Z quarantee is a farce. They have been allowed to get so big that they do not need to worry about customers. They own Fabric.com so this is a racket!! 

  Business response

  06/28/2022

  Good Morning!
  
  I am working with an *********************** Manager. I hope that I am able to get you the refund processed as soon as possible. I will follow up with you once they complete their due diligence.

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

  Customer Service Manager

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

  Customer response

  06/30/2022

  Here are photos of my bank account where the $59.01 was taken out January 5th and  $132.12 taken out March 20th. The date of both orders. I hope this will help

  Business response

  07/01/2022

  Both refunds have been issued and should be seen on your end by the end of next week 7-8-2022.

  Customer response

  07/01/2022

   
  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.
  
  Sincerely,
  
  ***************************

  Customer response

  07/19/2022

  On 6-18-22 I filed a complaint. It was given the case number of **********. I heard back from ***************************** that "both refunds have been issued and should be seen on your end by the end of next week 7-8-22. I have seen nothing or heard anything further!? They have strung me along like this since March. I was really hoping that this issue was finally resolved.

  Business response

  08/03/2022

  We appreciate your business and hope that we can get this resolved as soon as possible.

  A detailed email was sent to the customer.
  

  Customer response

  08/05/2022

   
  Complaint: 17445419
  
  I am rejecting this response because: I was never able to cancel the orders. So I know they did not release the "hold" on my funds.They kept giving me and changing the deliver dates every week to the next week. Saying I could not cancel the orders as they were in process. They already told you that the money would be in my account by july 7th. Now they are changing their story again!. Being this is Friday I will contact my bank on Monday.  
  
  Sincerely,
  
  ***************************

  Business response

  08/16/2022

  We will give the customer a call, to discuss further.

  Customer response

  08/17/2022

  I have contacted Fibre ******************** and their resolution department is looking into it. ***** told me that there was never a hold on these charges. The money came out at the time of purchase, no money was ever "released" or refunded. I guess at this point it's up to them and I wish them luck. Thankyou for your time. Big businesses no longer cares about good customer service. 

  Business response

  08/19/2022

  We are so sorry for this inconvenience. We value you as a customer. Please contact Amazon.com customer service for further assistance with this matter.

  Customer response

  08/26/2022

   
  Complaint: 17445419
  
  I am rejecting this response because: I have been calling Amazon customer Service since March with NO results. They even stated in your correspondence that they had issued a refund, which they did not! That they would call me, which they did not! They pass the buck and lie.
  
  Sincerely,
  
  ***************************

  Business response

  08/29/2022

  We are so sorry for this inconvenience. We value you as a customer.
  Please contact Amazon.com customer service for further assistance with
  this matter.

• Initial Complaint

  06/09/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Last week, I purchased 2 yards of silk fabric from Fabric.com. The fabric was 50% off, and I was charged $63.50 ($31.75/yard)--shipping was free. On June 1, 2022, I received an email informing me that my fabric was not available and that my order #******** was cancelled. I immediately searched for the fabric on Fabric.com and found it listed at full price. I emailed Fabric.com **************** on June 4th or 5th informing them that the fabric is available on their site at full price and requested that they ship my order at the sale price. Between June 6 and June 9, **************************************************************************************************** that a comparable, identically priced fabric of my choosing be shipped to me at the price I originally paid (50% off). No less than 3 different **************** professionals promised to "elevate my concern to management" each promising that I would recieve a call/resolution within 48 hours. I have not heard from anyone at Fabric.com to date.

  Business response

  06/28/2022

  On **** we spoke with this customer and we were able to get a new order placed with a 50% coupon applied. Customer is satisfied.

  Customer response

  07/02/2022

   
  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.
  
  Sincerely,
  
  ***********************

• Initial Complaint

  04/13/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I shopped online with Fabric.com five years ago. At that time, I created an account online and purchased via credit card. No problem.Since then, my credit card was updated with a new, 3-digit Security Code (on the back) and a new expiration date. Now, I cannot conclude/pay for my purchase. Fabric.com's online "Payment" page will not accept the new expiration date and new security code. I have tried multiple times and followed the instructions on the page and typed everything afresh... you name it!I called several times as well, to speak to a **************** person. I can't understand them for the echo that they have (due to their headphones, perhaps?) The echo reverbs into my hearing aid. So that's of no use.I asked for a manager, but they refuse to put me through to one.I asked to give them my order over the phone, they cannot or will not.All they have suggested is to send me to Amazon.com or PayPal (which I don't have, given the substantial add-on charges of ****************** So, no resolution. Their computers refuse to update the Credit card info, and the customer service reps on the phone will not remove their headsets to eliminate the echo (and the reverb in my hearing aid).Can you help me, please?Thank you,******

  Business response

  08/03/2022

  Our system no longer has the ability to add/change CC information in the customer profile. We are sorry for the inconvenience. We will, however, reach out to our valued customer via phone, without headphones and walk through how to get around this issue. Please allow us another opportunity to make this right.

  Customer response

  08/05/2022

   
  Complaint: 17024481
  
  I am rejecting this response because: all credit cards have a 4 or 6-year expiration date.  Upon the expiration of a credit card, the bank issues a new card.  Although the credit card number may remain the same, both the 3-digit code on the back of the card AND the date of expiration on the front of the card-- both those CHANGE.

  To state, (as Fabric.com does) that "our business cannot update cc information" is to imply that once a customer's card is renewed by customer's bank, they-- what?-- cannot order from Fabric.com anymore?   How many hundreds of customers is this effecting?  

  Why is Fabric.com unwilling to get an ordering system that adjusts to credit cards expiring?  Something that every customer knows and all other businesses adjust for?

  This is a ludicrous explanation from Fabric.com and should not be allowed to stand.

  Sincerely,
  
  ***********************

  Business response

  08/16/2022

  We are so sorry for the inconvenience.At this time we no longer have the capacity to add/change CC information in the customer profile.

• Initial Complaint

  03/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This company sent me a package i did not purchase. I have never used this website or even have an account with the company.

  Business response

  03/14/2022

  Greetings-

  Thank you so much for bringing this to our attention, and I would love to partner with you to resolve this issue as quickly as possible. Please feel free to send the order number to me directly at [email protected]. Thank you for your cooperation.

   

  Sincerely,

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

• Initial Complaint

  02/17/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid double the price of the item to get rush shipped. lied about shipping time frames. Lied about location it shipped from. It never arrived even remotely within the time frame they stated. Asked for a refund and claimed it would take 5 business days to refund and it hasn't even been issued yet. Now they have to escalate for another 3-5 business days. Terrible customer service.

  Business response

  02/18/2022

  Greetings-

  We apologize for your recent experience. A refund was issued on 2/17/2022. Should you have any issues regarding this refund, please feel free to reach out to ***************** at [email protected].

   

  Sincerely,

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

   

   

• Initial Complaint

  02/07/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Order #********, for 6 yds of material placed on 1/8/2022, amount $58.08. Order never received. My credit card was charged on 1/14/2022. Contacted customer service 1/21/2022, talked to ***** Agreed to cancel order since it was never shipped. I would get a refund in 3 5 business days. No refund to my card. Talked to customer service ******* on 1/31/22. She stated she would elevate to accounting and I should receive refund in 3 5 business days. No refund to my card. Contacted customer service 2/4/2022 and talked with ***** He stated I would receive a refund in 3 -5 business days. I told him that was unacceptable and wanted to talk to a manager. He told me I could not but that he would have the manager contact me. No phone call and no refund as of 4:51 p.m. MST, 2/7/2022.

  Business response

  02/08/2022

  Greetings-

  My name is *****************, CS Lead with Fabric.com. I apologize for your recent experience, and would love to partner with you to reach immediate resolution. Please feel free to reach out to me directly at [email protected].

   

  Sincerely,

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

  Customer response

  02/08/2022

   
  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.  I do however, wish to see that my credit card account has received the credit amount of $58.08 before I am completely satisfied with the outcome.  
  
  Sincerely,
  
  ***************************

• Initial Complaint

  01/25/2022

  Complaint Type:

  Billing Issues

  Status:

  Resolved

  More info

  On December 10th in the am I ordered ***************************** bedrock fat quarter bundle. The order never processed online, but the Amazon pay portion processed and Amazon paid for the order P01-8934735-0259953. Amazon cannot process the refund. Fabric.com has to refund. I have contacted customer service called on December 10th, emailed also 12/14, 12/20, and 12/31 and today. ******** and ******** both from customer service escalated this to the accounting department. They have not contacted me nor have given me refund of ***** for a paid purchase.Please help facilitate this refund. Sincerely. ***************************

  Business response

  02/23/2022

  Greetings-

  My name is *****************, CS Lead with Fabric.com. I would like to offer a sincere apology for your experience, specifically the delayed process of your refund, and would love to partner with you to make this right. Please email your order number, along with the email address used when placing the order, to [email protected] I will be more than happy to resolve this issue quickly.

   

  Sincerely,

  *****************- CS Lead
  

  Customer response

  02/23/2022

   
  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.
  
  Sincerely,
  
  ***************************

*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. ↩