ComplaintsforOnlineFabricStore

• Initial Complaint

  08/28/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I am a small business General Contractor home builder, and ordered a product from OnlineFabricStore for a clients homebuilding project. I sent an order back for a return, and the company will not refund my money. The Order #******* for $404.75 was placed on June 20, 2024. Item was back ordered for 5 weeks and arrived to me on July 30. The item was not as described online - the color did not match the online photos. Not a big deal, we've come to expect deceptive practices like that with online businesses these days. We applied for a refund and to send the item back as we could not use it. We were notified we would have to pay the cost of shipping the item back, the cost of a shipping label, and a 25% restocking fee - which is steep, but as this is their policy, we agreed. I mailed the products back and received a ***** confirmation that OnlineFabricStore received our return on August 7. That proof is attached to this complaint. Their website policy states refunds are issued 5-7 business days after receiving the product- I've also attached that screenshot. Now, almost a month later they have not processed a return, I have called and emailed (email thread also attached) them multiple times to get an update and they keep shoving me off saying they'll send it to their billing department, but nothing is being done, and none of their staff seem to care. Now they have taken my money, and the products I purchased and are not issuing the refund we agreed on. This is bad business, bad communication, and we've told them we will not shop with them again. I am asking the BBB to step in to simply get them to issue the refund we agreed upon.

• Initial Complaint

  07/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Unanswered

  More info

  I purchased black poplin fabric on July 8th. Their website says that orders will ship in 1-3 days from order time, and that an email will be sent if an item is on backorder. I left on vacation assuming it would be here when I arrived fully 3 weeks later, today, July 29th. Instead I logged in to find that it hadn't even been shipped! When I called they claimed it had been on backorder, that they just received it and are shipping it today. I was not notified of it being on backorder (against their stated policies) and thus given no chance to cancel my (time sensitive) order and make it somewhere else that it might arrive in time. They refused to give me expedited shipping to help recompense for their mistake. It also seems very convenient that they just got the fabric on the day I complained, and it makes me suspicious that it might have stayed unresolved if I had not called. Businesses shouldn't be allowed to take people's money and take advantage like this, whether it's a result of fraudulence or simply incompetence. I want an official complaint to be filed so there is some disincentive for them to do this to others in the future.

• Initial Complaint

  01/29/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Purchased 1 yard of fabric from site on 1/10/24, order number *******. I received the initial email that my order was received and I have had no follow up from them. I emailed the Help and Info email addresses from my receipt and inquired about my order and have had no response. I just want a refund.

  Business response

  01/29/2024

  We are so sorry for the lack of communication on our part. There should have been an email sent out with to inform you that the the Curves ahead indigo fabric is currently out of stock. We did not receive a request to cancel email and planned to ship the order as soon as the fabric became available. The cancelation has now been processed, any remaining pending hold left on the card has been voided. The cancelation confirmation has been sent to the email on file with this order.  

  Customer response

  01/29/2024

   
  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

  03/07/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  They keep on saying I will be receiving this order each month. Saying it is arriving in a week each month. Have not received it Dear ***********************, Thank you for ordering from OnlineFabricStore! Here's your purchase information for Order #1458085. Product Product ID Quantity Price Total Ralph Lauren Ionian Sea Linen Navy Wallpaper Ralph Lauren Ionian Sea Linen Navy Wallpaper LWP68051W 2.00 $155.40 $139.86 $279.72 ORDER TOTAL: Merchandise Total: $279.72 State Tax: $17.48 Shipping: $9.99 Grand Total: $307.19 Tina B (Online Fabric Store) Dec 20, 2021, 5:21 PM EST Dear ***********, Thank you for choosing Online Fabric Store. We are showing that there is an extended back-order for LWP Ionian Sea Linen Navy - Single Roll. We are expecting our shipment to arrive around mid January. Once we receive your stock, we will ship it right out to you. Thank you, and again, we apologize for the delay. Tina Tina B Purchasing Agent Tina B (Online Fabric Store) Jan 21, 2022, 8:36 AM EST Dear******, Thank you for choosing Online Fabric Store. We are showing that there is a current back-order for LWP Ionian Sea Linen Navy - Single Roll. We are now expecting our shipment to arrive around the middle of February. Once we receive your stock, we will ship it right out to you. Thank you, and again, we apologize for the delay.

  Business response

  03/09/2022

  Business Response /* (1000, 5, 2022/03/07) */ Hi *********, I am going to have customer service check into what is going on and reach out. Unfortunately, we have also been affected by supply chain issues, but we do try to give people as up to date information as we have. If the date keeps moving out, that is likely because the manufacturer has pushed it out yet again. I will absolutely have customer service shoot you an email with an updated ETA. Please let them know if there is anything more they can do to help. Consumer Response /* (2000, 8, 2022/03/08) */ (The consumer indicated he/she ACCEPTED the response from the business.) I trust their response

• Initial Complaint

  10/20/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  This complaint is concerning order #*******, place on 04/01/2021. Part of the order was out of stock at the time and I was fine waiting for the backordered item to come in. I saw on their website that my backordered product was back in stock on 10/4/21. I emailed the company promptly to find out when I could expect my shipment. I received a reply back from a customer service rep named Oshia stating that the webbing I ordered actually just arrived on 10/5/21. I then asked her when could I expect my order to ship. She replied 10/6/21. I emailed the company again on 10/13/21 as I had no shipment confirmation or tracking number. Oshia then replied my order should arrive to their warehouse on 10/15/21 and should ship the same day. If not, she said it would be the following Monday. I am now past the latest promised ship date again without my order being fulfilled. I would like my order to be shipped to me with no more false promises or delays.

  Business response

  11/03/2021

  Business Response /* (1000, 5, 2021/10/25) */ Hi Bill, I am really sorry for the confusion. We are giving you the latest information to our knowledge. Unfortunately, shipping delays are more common than not right now. Your best source for information and help is going to be our customer service department, so please reach out to them, they would be happy to help you! Consumer Response /* (3000, 7, 2021/10/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) The false shipping information that was given to me was obtained through the help link supplied by the Online Fabric Store Website. I'm not sure really where else to get accurate information after multiple attempts already. After a complaint is lodged against a company, one would think that they would take the initiative and get the problem solved that's at hand. Business Response /* (4000, 9, 2021/10/26) */ Be on the lookout from our customer service department. They just sent you an email! Consumer Response /* (2000, 12, 2021/11/03) */ (The consumer indicated he/she ACCEPTED the response from the business.) Items were shipped and arrived in perfect condition.

*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. ↩