I really debated on posting this, but I thought you needed to know.
Several weeks ago I ordered several pieces of fabric from Fabric.com. They have free shipping if your order is over $35. Plus they are in Georgia so I figured all the bad weather that was going on in the north wouldn't affect the shipping. They say they ship in 48hours.
It was almost two weeks before I got my fabrics. I know I should have contacted them during that time, but I wasn't feeling well and let it slip.
Well the fabrics finally arrived........I swear some of them looked like they had been hacked from the bolt and then stuffed in the bag! Needless to say I was not happy. I immediately sent them a long email (to customer service) telling them what had happened and how disappointed I was. I have yet to hear anything from them.It has been almost three weeks so there is no reason I can think of not to share this with all of you. I hope I was an isolated case. I liked their fabrics but I won't order from them again. Would you?

Ditter

I've always been happy ordering from them. However, I guess I'd give them a second chance. Something else may be going on that we're not aware of. Try contacting them again and see what happens before you write them off. Just my thoughts.

Sorry you are not happy with them, but I've had wonderful service, rapid shipping in all weather, and even free bonus items included in the packages. I will continue to order from them and encourage others to do so as well.

If your packing slip had a packer's name or number on it, why don't you contact management (not customer service) and let them know what happened, who was responsible for the packing, and that you do not plan to order from them again. I'm sure they would like to know about this incident in order to improve. They may even change your mind about ordering.

I'd send it as a formal letter, NOT email, with a copy of the packing slip, very business like and not critical. Just tell them you thought they would be interested.

This is unusual for the company, so I hope you can get it worked out. I order from them at least once a month and have never had an unsatisfactory experience. They've sent the wrong item on occasion and then told me to keep it after sending the correct thing. Always a few inches more than a yard -- even after washing, the flannel is an adequate length. Good advice from ghostrider.

Good luck.

wow i love Fabric.com! Call them and tell them i bet you they will do something to make you happy

I have had nothing but good service from them. I would definitely call them and let them know what happened.

Sybil

OMG, 2 weeks ago when my order came I was horrified. I order 2-3 times a month, it always comes fast, and the cuts are so nice and straight, folded nicely and inside a plastic bag. This order looked like it was cut with a chain saw! using a blindfold! then crammed into the box in one big wad. My husband thought I'd lost my mind the way I was carrying on. Usually I'm so excited when I get a box open. I didn't have time right then to deal with it but I already had my mind on my next order. They do have a good selection and good prices. So a few days later when I was placing my order I intended to tell them about it in the coments section and danged if I forgot. And it still slipped my mind till I saw this thread. Either someone is unhappy or hasn't been trained properly but F.com needs to get it fixed. If my backing is not right when it gets here I'm making a phone call.

My last order took over a week before I got the confirmation that it had been shipped. I called the company and they apologized but had no idea why it took so long. When the order came, they had sent two pieces of the same fabric but had labeled it with different numbers. I called again and they sent the correct fabric right away. I did sent the wrong fabric back. They did not suggest I keep it. This was only my second order with them but I would be willing to give them another try. Their prices can't be beat. I was so frustrated when a fabric I needed for the collection I was ordering disappeared right out of my shopping cart! Someone must have ordered the whole bolt because there was quite a bit of yardage when I started the ordering process. Everyone else has it for sale for at least $2 more per yard. Guess that's what I get for procrastinating. Maybe we all had the same person?
Wendy B

Wow, I love fabric.com.

Sounds like maybe someone in the cutting and shipping department is not well trained or is upset about something!! Hope my recent order is waiting when I get home and is in good condition!!

I made my first order on Wed and got delivery conformation on Thur and it's supposed to be delivered on Monday.
I expect all to be well but I'll holler loud and clear if it isn't!

Contact customer service by phone, not be e-mail. Get a live person if possible. Many times e-mails will go unnoticed or all together ignored by CS departments, especially if they are small and take calls first then e-mails.

A quicker response happens if you talk directly to a CS rep, and politely tell them your not happy and they need to rectify the situation for you to continue as a customer.

I have received several orders from them and they do on occasion look like they were cut with jagged scissors and then balled up and tossed in the shipping bag, which always arrives surprisingly fast. I never minded though, honestly, because it was $2.50-4 for a yard that is always at least 37" and sometimes an even more generous cut, as well as the occasional FQ gift. When an item is missing or wrong they are very quick to apologize and get the corrected item out to me, again, as fast as possible and they have never asked me to return the incorrect item. I think they do a really really high volume of sales and have a much much lower profit margin than the other shops that charge $10 and up per yard for the same fabric. Therefore, I will continue to shop there and hope you give them a call and let them get this corrected for you.

Take Care, Maribeth

I have not really had a problem with them.

I agree with NHSOMND. Also after speaking with someone - if you are still not happy - ask to speak with their supervisor!! and start all over with that person.

Love fabric.com. They've lately been giving me more fabric than I bought. One problem in all my orders, and they responded to my email within the day. Maybe email again or call. Your story sounds very unusual from my experiences.

I may have to give them a try.

bought some solids at a store i won't name. To make a long story short, I am going to use it as linings etc. instead of what I had planned.
I had thought of going to fabric.com to replace these solids, bc i saw they have solids.
I need to know if anybody has bought solids from them and the quality: grainy looking? see through-y? thin?
I have done business with them, but not solids.
Buying over the computer, solids can be a 50/50 shot.
No print to hide anything.
Would like to hear from somebody that has bought some solids from fabric.com, please.
>>About the poor condition of your order:
I'd contact them, bc to me, it sounds like they might need to fire somebody or at least give them more training.
I have sent a written complaint to other companies, (a magazine), and been ignored, or computer ditched it in trash...who knows? FIVE times...
So, I'd call them on the phone, myself, and try to be neutral. You won't be talking to the person that did it. :)

E-Mail is a good tool, but not always the best way to contact when you have a problem to resolve. I would call...most of these places have 800 or 866 numbers to call now. You can make your point clearer on the phone with a real person.

i have never had a problem with them. All orders have been correct, fast and delivered neatly. Must be a new person that needs some training. I would call & talk to a supervisor.

Also check your spam folder. I had a problem with my order a couple months ago and when I called was assured that they had replied. Sure enough, I found the reply in my spam folder. I too have received some fabrics that are incredibly badly cut but overall the experience is more good than bad.

I am interested to hear the answer as well. A few things I thought of buying but it was so cheap I was worried

wow, sorry to hear you had a bad experience I have been ordering fabric from them for about 15 years and have had very good service, including customer service...there have been little problems here and there (wrong fabric arrived, incorrect cuts...) not many, but each time i have contacted them with very happy results...they have always corrected the problem immedietly. call the 800 # and do give them a second chance, you will be glad you did.

I've ordered from them 3 times now. I'm waiting at the moment on my third order. First two orders went great, not a single problem with shipping time or content condition upon arrival. This third time has been a little bit more troublesome thus far. I ordered some backing and a half yard of three different prints this past Tuesday. I got an email Thursday afternoon saying one of the fabrics I ordered a half yard of was no longer in stock. The customer service rep. wanted to know if I wanted to substitute another fabric or for them just to ship the order as is. I emailed back a fabric substitution and received an email Friday (yesterday) that they would add that fabric for me and ship out right away. I haven't received a UPS notification though that it's on it's way so we'll see.

The impatient side of me is a bit miffed that it took them more than 48 hours to contact me regarding the out of stock fabric, but I have no clue how much business they do. They may have so many orders coming in that it takes them a day or two to get to an order. I'm happy with the way they handled the issue so I can't really complain. I'm not perfect so I can't expect anyone else to be. :)

Wow, I am surprised also by your experience. I have ordered from them many, many times over several years. Always get very quick shipment, usually with 2-3 days arrival and fabric is perfect. Something went horribly wrong with your purchase and I am surprised they are not responding. I personally will continue to order from them, as my experiences have always been A+.

I order from them quite often . My last order was missing one fabric . I had bought 2 in the same line to use them together...when I didn`t receive one of them, I was told to keep the one I received and was given credit for 2...So I am not complaining...Try them again...they are usually very good to their customers...

Well, I guess I will jump in with my experience. This was about 6 months ago, maybe longer... my first order with them.
I ordered online, and was in the checkout section giving them my shipping address, email etc. I got to the end to do the "final" click to send the info.....happened to look at the screen just as it was about to send and saw that there was a mistake in my email address. No problem, I thought. They have my name, my phone number, my street address.... it wont be ANY problem. So I waited. I figured 4 days and I would have my package. I ended up waiting about 10 days, and decided I had better call.
Think it would be easy to have them track down my order? NO NO NO I was told that the ONLY way they can track your order is by the email address. (Now I had printed out my receipt with the order number on it, but do you think I could find it at that time? ) I WAS TOLD THERE WAS NO OTHER WAY FOR THEM TO PULL UP MY ORDER IN THEIR SYSTEM! They only used an email address or an order number. I was absolutely stunned, not to mention angry! That seems so wrong on so many levels to me.... I have worked in alot of retail over the years, and if a person orders something there has always been a way to "find" the order in the system, especially by name. So... my order was just "lost"
I think that is THE WORST customer service I have gotten ANYWHERE! And I never was able to find the paper that had my order number on it, wouldnt you know. I am very careful now to hold onto the order when I print it out.

And.. I talked to 2 or 3 people there. Same answer from all of them. I am almost always willing to give someone or something a second, maybe even third chance, but I am not sure I will ever order again from them.

So tell me, anyone else had this problem anywhere else?

Thanks for letting me vent...... Pegg

I have never ordered from them. Thank you for letting us know of your experience with them!

About losing your printed invoice. Save it in notepad on your computer. Never to be lost.

Wow. I'm so sorry that's happened to you. I order from them frequently, and fabric has always been fast, cut nicely, first quality, etc etc...I choose them over Hancocks of Paducah because of all these reasons. One time, I got the wrong fabric just because of a poor pick or something, and they made it right ASAP. I had ordered about 12 different pieces for that order, and it was no big deal to make it right.

I'll be ordering from them soon, and I'll update on my experience. It will be sad if the status quo is now crap service...I think they're a family company, kwim? I love supporting small business that turns into a successful enterprise!

Feeling bad about unloading my frustration with Fabric.com on all of you......so many have had good experiences. I will try again sometime and hopefully that experience will erase the memory of the bad experience.

Krazy... thanks for the suggestion about Notepad!

Sorry to hear you had such a bad experience. I received an order from fabric.com last week. It took only four days to get here and everything was neatly packed and the order was correct. I have had a bad experience with fabricdepot.com, but the order did finally arrive but with the wrong invoice in it. I have to say I have never gotten any fabric that I didn't think was first quality and I order from many different websites. Good luck next time.

Well I'll give you an update....I got an instant message from the customer service manager. He had seen my post and left his email and phone #. I called him back and had to leave a message. Still waiting for a call back. If they monitor the board, several more of you may hear from him too.I was really hesitant about posting this but now I'm glad I did. I too was first impressed with their prices and selection. Unfortunately I was really turned off by the rest. I will let you know the outcome when I talk to him.

Ditter

Which reminds me... When I've had an issue with customer service, it's amazing how quickly they will respond if I mention "Action Line" (newspaper consumer affairs column) or "7 on Your Side" (TV consumer affairs). Same with e-mails and letters if I add a CC to someone they may not want to hear from.

That being said, fabric.com has always treated me very well, and until they don't I'll continue to order from them.

There are way too many fabric stores and e stores that do take good care of their customers to give repeat business to ones who don't. I would not order again unless they sent a VERY good letter of apology and, just perhaps, a a discount card for the next purchase.

That is not typical of Fabric.com's service. This is certainly not an excuse but I can tell you that this company has experienced such enormous growth in the past year that they are literally busting out of their seams. While searching for a job this past week I found out some interesting info about them. First of all, they are a wholly-owned subsidiary of Amazon.com. Secondly, they are located in Marietta, GA, and have grown so rapidly that they probably will have to move to a much larger facility as they are now the largest online fabric store in existence. They have no brick and mortar presence for retail. Thirdly, they are currently increasing their staff to help manage customer service, marketing, etc. Now, my fourth point is very selfish...if anyone knows anyone who can give the hiring manager a nudge for me I would greatly appreciate it as I have applied for the Senior Customer Service position and really can't imagine a more perfect fit for me. And if by chance I get the job I will do my best to make sure that every customer is treated the way I would like to be treated myself. So, please don't stop shopping there!

I am sorry that you had such a terrible shopping experience with them. I have ordered from them more times than I can recall and have always been happy. In fact, there had been one time that one item, out of a large order, was wrong. One phone call was all it took to get the mistake rectified and they told me to keep the mistake! It's my own personal experience in the past, that a phone call always seems to be the best bet when any questions or problems arise from a order. Email is great for quick updates and keeping in touch with friends, but business needs an immediate response.

Do try to call them and tell them about your experience. I know they strive for great customer service and I am sure they will work to make you a happy customer.

I always loved fabric.com but I had the same experience. I purchased over $80 worth of fabric and it come thrown in the bag. Not folded neatly like it has in the past. The fabric was not cut neatly in a straight line and I was shorted on some of the fabric by as much as 1/2 yd. One didn't come in one length but 2 pieces, it was the correct amount of yardage but that didn't help it was still 2 pieces. That was to be used for a baby quilt backing I liked the fabric but needless to say I am not using it as the back in 2 pieces. I did call them about the 2 pieces however the fabric was sold out so they couldn't send me anymore. I was told they had new cutters and they would speak to them. Then I got a thank you for calling. I would have expected more from them, I guess I was wrong.

I'm a huge fan of www.fabric.com. I've been ordering from there for about 6 years & the service has always been great. Once I received the wrong fabric & they told me to keep it & they sent me the correct fabric. Recently I ordered one of their grab bags ($16.98). They are filled with 3 lbs of "scraps". All of the scraps were, on average 1/2 to 2/3 of a yard. I measured everything & figured out that I paid about $1.80 a yard for my fabric. There was only one piece I didn't love, but the rest of the bag was like getting a surprise Christmas present. I showed a friend of mine & she ordered one, then we showed them to 3 other friends & they ordered bags too. It's a great deal.

What was the condition of the package when you received it? Is there any chance the package was opened and then resealed before you received it? Sometimes a box is damaged in shipping and it is repackaged without any care given because the contents are not fragile. Also, were you able to forward a picture to customer service showing them what your shipment looked like? That always helps. I would follow up on my original email. The least they could do is offer you free shipping, or a percentage discount, on your next order to maintain good customer relations.