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Message Board > Fabrics and more... > Fabric.com is the best!!! ( Moderated by CynthiaSue)

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Fabric.com is the best!!!
RockNRoll
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RockNRoll
TN USA
Member since 3/12/10
Posts: 1323
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Date: 2/8/11 9:12 PM

I bought some fabric from fabric.com and after i washed it I looked really bad. So i called them asking if maybe I did something wrong, and the lady felt so bad she said to keep it and she credited my account!!

So Nice! totally didnt expect that! I will be returning for sure to them!!

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Go Sew Something

Warbler
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Warbler  Friend of PR
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VT USA
Member since 4/15/07
Posts: 3399
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In reply to RockNRoll


Date: 2/8/11 9:19 PM

deleted
-- Edited on 2/12/11 9:48 AM --

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Janome MC6600 Bernina 240 Juki MO735 Singer 201-2 Singer 221-1

EveS
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EveS  Friend of PR
Intermediate
MI USA
Member since 11/26/06
Posts: 2701

Going to PR Weekend Austin!
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Date: 2/8/11 10:21 PM

What's weird is that I just had my first bad experience with them. I've ordered LOTS from them and had my share of mistakes, but they've always gone above and beyond w/ customer service. My latest order contained a fabric that I didn't order (and was missing what I DID order). I emailed them and got a form letter response telling me that since I didn't want a particular fabric they sent I'd be refunded when I sent the fabric back. It's ugly fabric so I'm not keeping it (and no, I didn't tell them it was ugly...lol), which means hauling a 4 yr old and 2 stroller-bound tots in continued blizzard conditions to the UPS store to return. Didn't answer my inquiry regarding the missing fabric. Didn't apologize. Nada. I was really bummed, since I've always bragged up their customer service.

At least your post makes me hopeful that this was just an isolated incident. I do love Fabric.com....usually.

Eve
-- Edited on 2/8/11 10:23 PM --

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People who say it cannot be done should not interrupt those who are doing it - Chinese proverb

RockNRoll
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RockNRoll
TN USA
Member since 3/12/10
Posts: 1323
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In reply to EveS


Date: 2/8/11 10:31 PM

i think that a phone call will get you more results than an email. I believe the person who answers emails may not be allowed to fix mistakes? not sure..
I also emailed them about this and never got a response. I called and was helped immediately. So make a phone call I bet it will help.

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Go Sew Something

frame
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frame
USA
Member since 2/19/04
Posts: 2654
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Date: 2/8/11 10:45 PM

Ugh, I ordered some fabric from Fabric.com on Jan 28th. It sat in Louisiana for a week "due to inclement" weather. Not fabric.com's fault clearly. Hopefully I'll get my fabric tomorrow or Thursday.

Eve, UPS will pick up. You should call and schedule a pick up so you won't have to drag it out yourself. Fabric.com should have sent you a return label to print out and they will pay for the return - or at least they should since they sent you fabric you didn't order. That's what they did for me when they sent me fabric I didn't order. Never did get the fabric I did order. I had to settle for something else since they were out of what I wanted.

I've ordered from them lots and even wrote great reviews, but their service has been going downhill, at least for me. I've even written and asked them about it. It's kind of sad. They used to be my favorite place to order from. Not anymore. They make too many mistakes.

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"framed" was taken

EveS
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EveS  Friend of PR
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MI USA
Member since 11/26/06
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Going to PR Weekend Austin!
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Date: 2/8/11 10:56 PM

RocknRoll, you are absolutely right that a phone call would probably be more effective. With 3 very loud, rambunctious little boys in the house, I usually try to resolve non-critical issues like this via email...lol. And I've never required a phone call before. That's what kind of took me off guard. I've always received personal, apologetic, and helpful responses. And I've NEVER had to send fabric back. Not that I balk at that (well, aside from the NUMBER of wrong fabrics I get), it's just new.

frame, I was under the impression you had to pay for UPS pickup. Perhaps I misunderstood their policy and fees?

Eve

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People who say it cannot be done should not interrupt those who are doing it - Chinese proverb

TanyaMT
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TanyaMT  Friend of PR
Intermediate
CA USA
Member since 4/28/04
Posts: 539
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Date: 2/8/11 11:02 PM

EveS, I had to return something too (got 1 yd of fabric when I should have had 2 and paid for 2) recently and had to take it to the UPS drop location also, no pickup.

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My sewing blog: weebeaks.blogspot.com

frame
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frame
USA
Member since 2/19/04
Posts: 2654
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Date: 2/8/11 11:21 PM

I guess I got lucky and Fabric.com paid for UPS to pick up from me. It's the least they could do since it was their mistake. I would call them (Fabric.com) and insist on it.

ETA: I mean, isn't that why you shop online? - So you don't have to leave the house in bad weather with your children. Why should you have to leave the house because of Fabric.com's mistake? It would be different if you changed your mind and decided you didn't want the fabric, but THEY sent the wrong thing. You shouldn't be inconvenienced by that. At least that's my feelings on the subject. :)
-- Edited on 2/9/11 0:02 AM --

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"framed" was taken

my horse
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my horse
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NC USA
Member since 5/9/05
Posts: 803
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Date: 2/9/11 1:25 AM

I've ordered from them many times and have always had excellent service when there has been a problem.....and I've had several. I always call rather than email.

My most recent order was fine except for one flawed piece which they replaced immediately, with a piece off of the same bolt evidently because it had the same flaw! Since they told me to keep the first one I didn't complain because I now have enough yardage to work around it!

Another piece in the same order was fine but it was UGLY. The colors weren't even close to the description or picture. I've never asked to return something to them just because I didn't like it but this was an exceptionally UGLY waste of money. The service agent was extremely nice and sent a UPS postage paid return label within minutes. They don't credit your account until they get the mdse. back but that's understandable.

I order from them with no hesitation because I know that they will do the right thing. I have noticed a decline in fabric quality or more likely, seconds sold as first quality. I order based on that knowledge. If it's a critical purchase I take my business elsewhere.

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She looks for wool and flax And works with her hands in delight. Proverbs 31:13 NAS

RockNRoll
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RockNRoll
TN USA
Member since 3/12/10
Posts: 1323
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Date: 2/9/11 1:31 AM

i think their "clearance" stuff is seconds and not so good but if you get the fabric early in the season you can get some decent things.

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Go Sew Something

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