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Member since 2/10/15
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Posted on: 3/24/15 9:30 AM ET
I am a beginner sewist and have had great reservations in purchasing fabric online. I went ahead and order online for fabric for the first time last Friday. It was advertised as a print natural cotton jersey, 60". I purchase two yards for it to make Deer and Doe's Plantain shirt.

Amazingly, I got it 3 days later. So far, so good. However, when I took it out, I was shocked, because one side of the selvedge on the right side of the fabric has 11 inches of just blank jersey. The dotted print is just not there. It runs along the length of the fabric. So, instead of 60", it is more about 49". Also, there are stains in the blank portion.

I emailed the company and quickly got a reply. The person did not sign it or apologize for the discrepancy at all, and simply said that they went ahead and updated the description on their website and to return it if it wouldn't work for what I bought it for.

This is a small, family run business that I have heard nothing but good things from, which is why I went ahead and ordered from them in the first place. I do not know if I will be ordering from them again.

I do like the fabric, despite the defect. I will not be able to use it for what I bought it, though.

What would you do? Keep it and just find some other use for it? Or would you return it - at your own expense (the person who replied did not say they would pay shipping costs to return it) - knowing that you did not get what you ordered?

*Update*

Whew!

Thank you for all of the replies.

I have an update:

Yesterday when I took out the fabric, I thought it odd that it did not have a packing slip or invoice of some sort.

This morning, just now, I was cleaning up the office and found a packing slip under my desk. It must have fallen out when I took out the fabric.

Anyways, on the slip was a handwritten note saying that this person noticed the selvedge was really wide so they included an extra yard.

Wow, am I embarrassed but so glad I found that packing slip *before* I engaged with them further.

Slinking off to the corner of embarrassment now. . . .
-- Edited on 3/24/15 at 11:17 AM --
  
Member since 6/10/14
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Posted on: 3/24/15 9:43 AM ET
In reply to sewimpatientkelly
Not good customer service at all. I would hope they would of been apologetic and found out what your expectations were (replacement fabric, credit, free return shipping, something).

But if the cost of the fabric is low and you can still use it for something then maybe rack it up to experience. Honest mistakes can happen and small companies are worth supporting - but you will need to let them know how they could get your business in future.


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Posted on: 3/24/15 9:50 AM ET
If I didn't want the fabric, I would send another email and ask them to pay for return shipping, since the return was necessitated by the error in their description.



  
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Posted on: 3/24/15 9:51 AM ET
First, did the description on the website match what you thought it would look like? If not, then I would call back, ask for a manager. If you cant get what you want with the phone people, go higher.

I would say you expect them to allow you to return the fabric, at their cost.

Not only is it not what they described on their website, but it is stained.
If they do not return it at their cost, state you will not purchase from them any longer, and you will give them a bad review on PR, and in general.

Be nice, but be firm. I would do that with any sort of sales.

Good luck! Not all online purchases go that awry.

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Heidi

I love, love, love, love, love sewing! :-D
  
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Posted on: 3/24/15 9:54 AM ET
If I owned the business, I would want to know.

If I hoped to do business with them in the future, I'd want to know how they would handle these types of issues.

So I'd call back and ask to speak to the business owner. I'd explain how the fabric looked, offer to email them a picture of it and ask them what they can do.

Other companies I dealt with told me to keep the defective product and they promptly shipped new items. I would have also accepted returning the item at their expense with a full refund.

(Williams & Sonoma was one of those companies - they sent me a teapot that had a small spot inside that was unglazed. I didn't even know if that mattered but with concerns over lead, etc. I called to ask. They were horrified, apologized, told me to keep the teapot and stick some flowers in it, and had a new one at my door within days.)

Even if nothing is resolved, at least that's one company you can cross off your list.

Your OP shows why it's probably best to order small at first until you get a sense of the company you are dealing with.
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Mary


  
Member since 9/1/10
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Posted on: 3/24/15 10:09 AM ET
Ask them to send you another yard of the fabric at their expense so that you can complete the project you had in mind. Otherwise, they should pay the return shipping.
  
Member since 6/10/14
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Posted on: 3/24/15 10:24 AM ET
In reply to KolHeidi
I agree with you about being nice but firm.

fwiw I don't think we are allowed to say we are going to post to PR according to the posting guidelines

"Do not represent PR or use the threat of posting negative content on PR as a means to force vendors into resolving your issues. "

Not saying I agree or don't agree just letting the OP know
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Posted on: 3/24/15 11:17 AM ET
Whew!

Thank you for all of the replies.

I have an update:

Yesterday when I took out the fabric, I thought it odd that it did not have a packing slip or invoice of some sort.

This morning, just now, I was cleaning up the office and found a packing slip under my desk. It must have fallen out when I took out the fabric.

Anyways, on the slip was a handwritten note saying that this person noticed the selvedge was really wide so they included an extra yard.

Wow, am I embarrassed but so glad I found that packing slip *before* I engaged with them further.

Slinking off to the corner of embarrassment now. . . .
  
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Posted on: 3/24/15 12:56 PM ET
There's no reason to be embarrassed. You were not rude to them. If it makes you feel better, you might email them back and let them know your error and thank them for adjusting the amount.

Also, something I have learned to do when ordering online is to check the length immediately when I get a shipment. A couple of times recently I have received orders and the fabric was not the right amount. Sometimes they send extra but a couple of times I received only half of what was ordered.
  
Member since 2/19/04
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Posted on: 3/24/15 1:05 PM ET
In reply to CraftAddict
Absolutely! I measure the fabric I receive immediately. First thing. For two reasons. One to make sure I got what I ordered and two, to see how much it shrinks after I wash and dry it.

Glad you found your packing receipt. Still, if you can't fit what you hoped to make, they should pay for the return. In all honesty, I think they should have contacted you (email or phone) and told you before they even shipped it that there was a flaw in the fabric and would an extra yard be enough for your project.
  
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