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Thursday, October 4, 2012

Fabric.com Epic Fail

What am I doing right now? I have been on hold with UPS trying to find my Fabric.com package because they did not put my unit number on it. Granted I placed the order on September 23. A time line shall we?

September 23, 2012 - Placed an order for four knit fabrics from Fabric.com

September 27, 2012 - Emailed customer service that my order showed pending. I asked with a 48 hour shipping promise, was there a way to know if it had actually been shipped. I promptly got a auto-response that someone was striving to respond within 2 days.

September 29, 2012 - I received an e-mail that one of the fabrics I had ordered was no longer in stock and had been omitted from the order.

September 30, 2012 -  I replied to customer service with:

Guys,

I am really disappointed with the service this time around. I understand inventory runs out, so that is no big deal, but I placed this order a week ago. It should have been shipped already with or without this fabric. What happened? You guys usually have the best service ever!
Thanks,
Stacie

October 1, 2012 - I received an e-mail that my order had been shipped with the UPS tracking number showing it would be delivered October 3.

October 3, 2012 - I went to bed sad and packageless.

October 4, 2012 - I met the UPS man at his truck to receive my package. I was told I had no package, and he gave me the number to his service center. That was the man I was on hold with at the beginning of this rant. He let me know the sender had left out my unit number, and that is why my delivery had not been delivered. During my hold session I confirmed I had actually entered the correct address on fabric.com. The wonderful manager at UPS let me know he talked to the driver and he will be returning with my package within an hour. Yay!

In conclusion: First, UPS rocks! Second, I am irritated at fabric.com for showing me no customer service at all. I got no response to my inquiries on top of everything else. Are free shipping with $35 purchase and a steady supply of coupon codes worth the headache? I am seriously asking myself if I will be a fabric.com customer in the future. Has anyone else noticed a decline in their service?

11 comments:

  1. I ordered from them one time only. They messed up the order, but they fixed that. It was the very crooked cuts on the fabrics that was the deciding factor for me. No matter how good the prices it is not worth the bad cutting. Any name brand fabric that I want, I can usually find on sale somewhere else at some other time. I swore not to ever order from them again, and I haven't.

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    1. I never noticed crooked cuts. What a bummer!

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  2. Yes. My last order had a discrepancy... ordered 2 yards of a piece. Paid for two yards. Sticker on fabric said two yards. Only received one.... contacted them immediately as this piece was for a custom homecoming dress and I needed the dress done 10 days from when I found the error. Typically the service was as you said. Never did receive an email responding to my three I sent. Just the standard automatic ones. When I finally shot a nastier one (3rd) time, I did receive a shipping notice later that day. I was quite frustrated and am not sure I will be ordering any time soon.... not like it used to be! I remember when they would send a 5.00 coupon if an item was sold out or there was an order problem.... none of those anymore!

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    1. That's what I am talking about! Frustrating!

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  3. Stacy, I am so sorry.. I know this is so frustrating.. I haven't ordered from them in awhile, but I use to order alot. They were always nice,got my stuff super quick and as Linda [above ] said, I would get a $5 coupon off next order ,etc..
    I really hate to hear they are doing this. Wonder if it is because of the move they made?????????? At any rate, I doubt I will order from them anymore.. how dissappointing.
    hope you get your package and have fun ,after all the frustration you have went through..

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    1. I was wondering if it had something to do with the move as well.

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  4. I have been ordering from fabric.com on a regular basis - 32 orders in the last year. More than one a fortnight (yikes!!) and I can say that they have definatley dropped the ball! Lately they have started sending your order minus any stock that they are out of and refunding the money. They used to give an option of replacing the fabric that they are out of. This might be okay if you live in the US where shipping is free. However when you are paying shipping to Australia (no free shipping here) every yard counts. The less yardage shipped the more shipping costs per yard when spread across the order. They also took four times to get one fabric correct. I ordered wine coloured double knit and received blue lawn. I notified them and had to wait for a replacement - this time I got apricot coloured lawn. Third time I recieved someone else's order in error. Finally two months after my original order I recieve the fabric. And all are saying a HUGE problem they are having is running out of fabric. They are doing this on a regular basis now - 2 items out of stock on a recent order - which then brought the shipping costs right up spread over the 2 items that they sent!!! They really do need to lift their game.

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  5. I refuse to order fabric online. I'm the kind of person who needs to fondle every fabric in the store before I decide what I want, and it usually comes down to the drape and feel of the fabric. How can you determine that from a picture online? Never mind the headache of shipping (not free outside of the US) and customs, and by the time you pay for all of that, you could've bought double the amount of fabric. No thanks.

    Although now I live in a city with only one overpriced, crappy (garment) fabric store and one overpriced quilting fabric store, so I may be changing my tune soon. Or carrying an empty suitcase with me every time I go south. :D

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    1. Houston is surprisingly fabric deprived. The few places that do have nicer fabric are crazy expensive. I have gotten pretty lucky ordering online. When I do need to add a few bucks to get a shipping discount I try to add something I have never worked with just to see what it is. That has been fun most of the time.

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  6. I only ordered from them once; they said they ran out of one fabric (which according to their inventory they have another 50 yards of still three weeks later so they lied), they took ages to ship it out (over a week and only because I emailed them twice t ask what happened to my order), I was shortchanged 1 yard on one of the fabrics and they never reimbursed me despite three emails, and it took them over a month to reimburse me for the fabric they had run out of. And then only because I had to email 2 or 3 times to ask where it was. Needless to say I would NEVER use them again. I live in Australia and found most other places to be fantastic, espeially when you consider they are run by one or two people!!!
    Ingrid

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