Complaints

• Initial Complaint

  10/30/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  ODERED PRODUCT FROM THEM IN MARCH, WAS TOLD WOULD BE DONE IN JULY, THEN TOLD SEPTEMBER THEN TOLD OCTOBER NOW ITS END OF OCTOBER AND I TALKED TO **** WHO IS EXTREMELY RUDE AND SHOULD NOT BE A PERSON WHO ANSWERS PHONES THAT SHE HAD KNOW IDEA AND THAT SHE HAD TO CHECK WITH PRODUCTION, THAT IS THE SAME THING SHE SAYS EVERYTIME, I ASKED FOR THE OWNERS NUMBER AND SHE SAID NO, SO I LEFT MY NUMBER FOR HIM TO CALL ME BACK, STILL NO CONTACT FROM THEM AT ALL, STILL NO PRODUCT.1500.00 FOR TWO FRONT SEAT COVERS FOR A 1964 DODGE POLARA. AT THIS TIME WE WANT OUR MONEY BACK!!!!!!MY *********************************************************** ENERGY TO DEAL WITH PEOPLE LIKE SMS. HE HAS TO TAKE CARE OF MY MOM PRETTY MUCH FULL TIME

  Business response

  10/30/2024

  The seat cover set in question is in final assembly.    It will be ready to ship by this weekend.    We should ship it on Monday, November 4th or sooner.     I understand your frustration---as I, too, am in my 70s.    Time is getting short for us oldsters.   We need to get this order to you pronto!

  ****

  Customer response

  10/31/2024

   
  Complaint: 22492608
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** D***

• Initial Complaint

  09/04/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I made the purchase for my upholstery on November 27th 2023. SMS charged my debit card in FULL at the time of order. When I completed my purchase, I was told i would receive by end of may. At the beginning of May I called to check in to make sure we were still on track for the timeline I was told at the date of purchase. She said, for the seat upholstery we were still on track for the last week of may. I waited until Monday June 3rd to call and check in because I did not receive the seat upholstery, or any shipping status that it was on the way. They were extremely rude to me on the phone and asked me if I wanted them to go out in the shop and tell everyone to stop what they are working on and finish my upholstery. I just respectfully asked her to send me my upholstery asap because I have waited 6 months. They got back to me after a few days and told me everything is going to take another 2 months. I tried calling every day for a week and emailing multiple times. Finally someone got back to me and said they would be shipping out at the end of the week. I received the products on July 18th 2024. The products were HORRIBLE and mixed colored vinyl. I immediately emailed them and they told me to send them back and they would fix them asap. I called them every week and they continued to lie and tell me they were sending them out this week. I received the fixed products on August 16th. They were absolutely horrible fitting and completely unacceptable for this level of auto restoration. At this point, I have painfully waited 9 months for horrible products and spent a lot of money. I used a very reputable upholstery company to install the covers and he told me that these seat covers were the worst quality upholstery he had ever seen in his career. He had to modify them in so many ways to even be able to attach to the seats. The seat upholstery from SMS is extremely loose fitting and the stitching is coming apart. If I had them tightened up, they would rip!

  Business response

  09/04/2024

  It sounds like you have installed and are using the seat cover set.     If you are still unhappy with the fit and the sewing, send us a bunch of pictures to show us what you mean.    If we agree, we'll make you a complete new set.    You will be able to keep the set you have now in the meantime.    But, to be clear, I need to see what you are talking about before I will commit to a free "redo".

  ****

• Initial Complaint

  08/06/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I placed an order in August of 2023 and paid in full. I sent original fabric pieces for them to compare to. One year later I've received nothing and I have no idea if/when I will get what I paid for. I've emailed numerous times and all I get is the run around. Realizing I've been taken for ******* I then asked for my original pieces back and they are no longer responding to my emails. I feel like this business is intentionally taking money with no intentions of performing the service that's been paid for. I've also filed a complaint with the *********** of Justice for fraud.

  Business response

  08/09/2024

  We have been working hard on your rare 1961 ********** fabric.   The special design needed is almost done; the special yarns needed are almost ready; the special weaving set up is almost done.    This is a time consuming project, but we are making progress.   Hopefully you can wait a while longer and allow us to complete the work.

  ****

  Customer response

  08/10/2024

   
  Complaint: 22102121
  
  I am rejecting this response because:

  There is still no stated completion time which means it will not get done.  I've asked for a refund and the return of my original materials and that is what I would like.  I do not have any faith that SMS is working on my project even though I have already paid in full over 1 year ago.

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

  Business response

  08/19/2024

  ************** has asked us to send his old seat cover sample back.   We are doing that for him.

  ****

• Initial Complaint

  07/17/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Invoice/Order #****** dated 22Feb2023 for front/rear door panels for 1959 Ply Sport Fury. Paid $1,395.00 for original style panels when order was placed. It has been 17+ months that I have been waiting for panels. Have inquired about delivery date several times and get non-definitive answers as to when my order will be ready. Replies such as "maybe next month", or "seamtress is on vacation" and god-knows, what other comments always leave me hanging. The door panels are the last of a three part order placed in Feb 2023 which also included seat covers and carpet. I do not want to cancel my order as color matching seat covers and carpet have been received. I am already concerned about mis-matched materials as so much time has passed. I am asking BBB Great West + Pacific to intercede in this matter. I cannot auction or show my vehicle without interior door/side panels and has resulted in the car sitting and waiting now for almost 1-1/2 years.

  Business response

  07/17/2024

  Let's finish the job for you.    You have 3-4 ahead of you at this time.   Then we will get your panels finished.      I think middle of August is about right at this point.

  ****

  Customer response

  07/18/2024

   
  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,
  
  Art **********

• Initial Complaint

  06/20/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered a vinyl top and paid in full $600 on February 7, 2023. The fabricated vinyl top was sent to me May 8, 2023 but was incorrectly made. The size was incorrect, the seams were 3 off and in the wrong places. Obviously, an original factory pattern was not used. I called SMS and they had me return the fabricated top and this time, I also sent along my original top to use as a pattern to correctly make the top. I returned the top May 23, 2023. I was assured by *** at SMS that the new top would be made using my original as a pattern.I waited 12 weeks and not having received the replacement top, I called *** every month asking where is my top. I wrote the owner, *********************** about the problem on Jan 18, 2024. He finally responded Feb 16, 2024 "I will try to have a solid answer by next week for you. I called in March 2024 and told ******** was tired of waiting, had lost confidence and wanted my money refunded and my original top returned. She informed me they had found another source to make my top. June 17, 2024 (16 months from when I paid in full) I received the 2nd remade top. IT WAS EXACTLY THE SAME AS THE FIRST. INCORRECTLY MADE WITH THE SAME INCORRECT DIMENSIONS AND THE ***** IN THE SAME INCORRECT PLACES. On the box, it had come from a company Acme Auto which is a wholesale soft trim products company. It was a cookie cutter top that other companies Acme Auto distributes to charges $224 - $379 for. I called *** and told her the situation and asked to have *********************** call me. I am still waiting for a reply..This situation is inexcusable.This is not how customers should be treated and it is obvious from the hundreds of BBB complains and other complains on the internet that I am not the only individual having problems with SMS. Poor customer service and total lack of communication once SMS gets your money seems to be a SMS culture. I am hoping this BBB complaint will encourage SMS to refund my $600 and return my original top. Easy solution.

  Business response

  06/21/2024

  ***** and I have communicated and we are finishing up the vinyl top in the exact style he wants.   It will take us a couple of weeks, but we should have complete success.

  ****

  Customer response

  06/28/2024

   
  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,
  
  *************************

  Customer response

  09/04/2024

  
  
  Dear BBB,
  
  I filed a complaint against SMS Auto Fabrics June 20, 2024. This company has had my $600 for **************************************************** full to have made.
  Pursuant to the complaint, the owner called me on June 21, 2024 and informed me the item would be made and delivered to me "in a couple weeks". 
  Here it is over 2 months later and I have still not received the item (a car vinyl top) nor have I received a refund or the return of my original vinyl top I provided to them for a pattern.
  This company is a scam.
  They have 125 BBB complaints against them in the last 3 years - and how many before that?
  So where do I go from here?
  I have filed the complaint, the owner of SMS called me and told me it would be resolved, but nothing has been resolved.
  Is Law Enforcement next?
  If you read the other complaints, this taking of client's money and then not providing the service is a recurring theme with this company.
  Thank you for your help BBB.
  I have attached the complaint documentation below.
  Complaint #********
  ***** *******
  

  
  

  Business response

  09/04/2024

  I'd say it's time to take a step back here.    We have made the top twice so far, but while it fits the car, it is not exactly what Mr. ******* wants.    To insure that the next go-around is correct, we had Mr. ******* send in his old, original top.    We are working with that pattern now and should be done with the new top shortly.   Hopefully this version is acceptable.    Just about everything else written in the complaint is unnecessary bashing of my company---a company that is ACTUALLY trying to help the customer achieve his goal.    If a top that fits the car was easy to obtain in the marketplace, I'm sure the customer would already have made the purchase elsewhere.    Let's move forward here---not move sideways or backwards with unnecessary accusations.

  ****

  Customer response

  09/05/2024

   
  Complaint: 21879923
  
  Lets get some facts straight. This company, which is known for custom factory correct interior materials and fabrication, has not made either top. Both came from *********, a supplier. Both were generic and incorrect for the car.  I paid in full Feb. 7, 2023 (it is now Sept 2024) for a custom made factory correct top. When I ordered, I asked ******: Should I send you my original top to use as a pattern since the car (an Oldsmobile Toronado)is an unusual car? ******: No, we have the factory patterns. We do not need it. After the first one was incorrect, the seams 3 inches off (you call that fitting the car huh?), at my suggestion, I removed and sent my original top to SMS to use as a pattern, only to be sent a second generic top from Acme with seams 3 inches off. A generic top is not what I paid for nor what I originally discussed with ****** I would receive. The owner called me, discussed the problem and told me SMS would make me a top using my original as a pattern in house in a couple weeks.  It has been 10 weeks and still no top. I paid for it 1 year and 7 months ago for a simple vinyl top, not an entire custom auto interior. So what am I to think about my treatment from SMS? Proper customer service is when a client has an issue like this they are prioritized and put to the front of the list, not ignored for a year. The question is: will I ever receive the vinyl top I paid for 1 yr 7mo ago?
  
  Sincerely,
  
  ***** *******

  Business response

  09/16/2024

  Making the top now to your specs---in house.   Not outsourcing it this time.  

  ****

  Customer response

  09/16/2024

   
  Complaint: 21879923
  
  OK, that sounds great. I put a note on my original top - there are no seams between the side roof pieces and the A-pillar extensions. My original had been cut half way down at the A-pillars (due to rust damage underneath and why I am re-doing the top), but per factory, there is no seam between the roof and A-pillars. It is one long continuous vinyl piece from A-pillar to roof and back to the C-pillar tail on each side (with the roof section seams in between). Thanks
  

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

  Business response

  09/23/2024

  Yes.   That's the way we'll do it.

• Initial Complaint

  06/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  In September of 2021, I ordered 4 door panels for my 1955 **** and paid 995 dollars via my **** card, order #*****. I was told production time would be around a year or so. In Spring of 2023, I started to check on this order as I have not heard anything from SMS Fabrics. After several contact attempts, I heard from someone named "***" that these were in production. Did not hear back from SMS, so in January of 2024, I started emailing, many times, again to find out what was going on. On April 9th of this year, I heard back from ***, stating they were looking at a completion time during May, 2024. May came and went and I heard nothing, so I started email contact several times a week. This morning, I heard back from ***, stating that she was working with production and will get back to me with a completion time and that they are currently working on orders from my order time, 2021. I am requesting the BBBs help in this matter, as I've been told untruths continually about an order that was supposed to be completed within a year or so. Its now been 2 years and 8 months with no contact, other than if I initiate it with many attempts before I hear an answer. I would like some resolution to this. If they cannot complete the order, quickly, I want a total refund of my money. No customer should be treated in this manner.

  Business response

  06/13/2024

  The plan is to complete them in August of this year.    I know it's still a bit of a wait, but we're close.

  ****

  Customer response

  06/14/2024

   
  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. Accepting this conditionally as I've been told that completion of this order was going to be completed in the past. If by September 1st, 2024 I have not heard anything from this business, I will post another complaint with the BBB, asking for a complete refund.
  
  Sincerely,
  
  *********************

  Customer response

  09/05/2024

  On 9-13-2021 I ordered 4 door panels for my 1955 ***** paid $995 plus $85 dollars for shipping for a total of $1080, originally told it would be around a year to complete. In 8 days it will be 3 years and the product still is not finished. After multiple emails to SMS, I used the BBB's help in June 2024 to get this resolved and had someone tell me that they would be done by the end of August of this year and I accepted this. Now we are in September and I have heard nothing from SMS. I contacted them on 8-16 to remind them that the end of month was approaching and would be re-filing with the BBB again and 5 days later, got a response from *** that stated not to do that and she would check and get back to me (same response that I've gotten in the past) and to this date, I have not heard anything. Pretty sad that a company will not communicate with a customer regarding an order. I would've been satisfied if ANYONE would have explained whatever problems were going on with this order over the last 3 years, but I've been left in the dark or told stories about the completion date for this. After sending multiple emails, I was told that it was on the production line back in May of 2023 and then to be looking at completion in May of 2024, then August of 2024 with the help of the BBB and still nothing, so I am now demanding a full refund and, unless they can show proof that it is actually on a production line, don't think about adding re-stocking fees. After reading all of the negative reviews about SMS, it is unbelievable that they treat customers like this. Why isn't the Oregon State's ***************** investigating this?

  Business response

  09/12/2024

  All the basic work on your panel set has been done.    We are in the final assembly stage with these right now.    We should be shipping them out to you next week.   Thanks for your patience.

  ****

  Customer response

  09/13/2024

   
  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. Accepting this, once again, conditionally as I've been told that this product would have been completed in the past. I don't even own the car anymore. It's a shame that these were not done when originally stated as I could of enjoyed the finished product. Frustrating is quite the understatement...
  
  Sincerely,
  
  *********************

• Initial Complaint

  05/14/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  Requested ship date. When I placed my order on April 17, 2024, I was told on the phone at that time, that this was a pretty small order, and would probably ship in a few days. After two weeks of waiting, I sent them an email requesting an update for the approximate ship date. On April 25th, *** replied and let me know that it would be at least two weeks for orders to be processed and shipped. I again waited another two weeks and on May 8th (4 weeks after the order was placed) asked again asking for a ship date. *** never replied to my written request, so I placed a phone call to ***, and it went straight to voicemail. I tried again May 9th, and it went to voicemail again. So instead of calling the "Customer Support" phone number, I placed a call (Thursday, May 9th) to the order desk, and guess what, got to ******. I told her I was looking for ***, and she said she was at lunch, and she would give her the message and have her call me back that afternoon. It never happened. I was being "ghosted" and given the run around by ***. On Friday, May 10th, I again called ***, knowing that she would not respond to the Customer Support phone, so I used the the Order Desk # and to my surprise, *** answered the phone. I asked her why she did not not give me ******* of a reply or phone call back? At this point, *** got very verbal with me and started telling about her problems. She was very rude and raised her voice to me and let me know that she will get to it when she can. Keep in mind that the ONLY thing I was asking for was an approx. ship date, and the curtsey of sending me that info. She talked down to me as if I was some POS, and after me pressing her, she said that she would call me on Monday, May 13th. After that she abruptly hung up on me. Well, Monday came and went two days ago and not peep from SMS. Who ever runs this place, (*****************************?) or some one else, I would suggest that you find another person for your **************************** Just my 2 cents worth.

  Business response

  05/15/2024

  Order will be ready to ship next week.    

  ****

  Customer response

  05/20/2024

   
  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, providing that SMS Fabrics does what they say will do by shipping the order the week of 5-20-2024.
  
  Sincerely,
  
  *****************************

• Initial Complaint

  04/21/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I have (4) 1957 Dodge door panels that SMS Auto needed to correct as they were made with the wrong materials. SMS agreed to make this correction at their expense. They arranged with *** to pick these up from my address on October 31, 2023. It was confirmed that they were received and they should be ready in February 2024. I have tried numerous times to contact them; they don't return my call or answer their phone. I even sent an email with no response. These panels are holding up my project; if they could just respond and let me know when they will be done.

  Business response

  05/14/2024

  the corrections of the patterned insert design is being made on your panels right now.    We should be able to ship the corrected set by the end of this week.

  ****

• Initial Complaint

  04/12/2024

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I ordered and paid for $1357 worth of auto fabric, vinyl and upholstery recovering supplies from SMS in 8/22/ 2023 (invoice #******) I have not yet received anything yet. All attempts by phone or e-mail to contact SMS and get a response on the order have failed. I am not a happy customer and request the ordered materials to be shipped ASAP

  Business response

  04/19/2024

  We have been waiting for the new roll of the special ***** fabric you need to come in from our weaving mill.    It is now here.   We should be ready to ship next week.

  ****

  Customer response

  04/27/2024

  SMS still has not sent my fabrics, vinyl, or supplies ordered as of 4/27/2024. So, the same original complaint still stands with me as a customer. This is the same old poor customer service I have had for almost 1 year with this company.

  Customer response

  05/06/2024

  This complaint has been filed for almost 2 weeks. no solution has been provided by SMS.  I still have not received any of the materials I ordered and paid or in advance. almost 1 year ago.

   

  still waiting for a resolution to this complaint

   

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

  Business response

  05/14/2024

  Everything is ready to go on this order except the cargo area linoleum.   I will get that done and the final order shipped out.

  ****

  Customer response

  05/16/2024

   
  Complaint: 21567850
  
  I am rejecting this response because: i have still not received my fabrics and items purchased
  
  Sincerely,
  
  *****************************

  Business response

  05/31/2024

  This message is out of date.     The order was shipped out on May 22nd.    It should have arrived this week already.

  ****

  Customer response

  06/10/2024

   
  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

  04/09/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I ordered a seat cover for my 1964 ***** truck. Finally came in . Took it to upholsrtry man. He said it was sewn wrong and yhe cover didnt even fit over the springs. Too small. In January they got it back and said that is was being worked on. Have not heard anything since. My truck is without a seat and the cover is costing me more money at the upholstery shop. I think I have waited long enough. Left plenty of e-mails and also voice messages. I ask them to call me or text me but no responce. I'm tired of people that cant let someone know whats going on.I even ask for them to just send material so we can sew it ourselves. Not trying to make it hard for someone but come on! Have lots of trucks and would have likec to do more business with them but how can I? Original order date was 8/31/2022. Mercy!!

  Business response

  04/11/2024

  We have made the revisions and the new truck seat cover set should ship out to you on Monday.

  Thanks for your patience.    

*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. ↩