I am writing this email specifically rating my order placed on their website.
I am learning to sew and making cushion for a set of vintage outdoor Homecrest furniture. I love these chairs so much (very comfortable) that I decided to set them indoor. Unfortunately no website making custom cushion was offering indoor fabric options (only outdoor grade fabric)
I decided to change the design of those traditional cushion and add buttons to my finished cushions.
I went online to learn how to do it. in my search, I came across an explanative video done by Farm Fabrics on youtube. It was so easy to follow that when I decided to order the special needle and nylon cord to do it myself, I chose to order on their website. They are teaching me how to do it for free and giving me the confidence that I can do it, I felt it was only fair to pay the free teaching video by buying my materials on their on their website instead of Amazon. I am all in to give as much business to local store.
I live in Las Vegas, NV and the store is located in OH, so not local to me, but yet a real independent brick and mortar store other than a big corporation.
I place my order, the items are price fairly, same as Amazon, so I felt ok pay for shipping this time. I was doing the right thing and it reassured me to buy from an upholstery store, thinking that their stuff must be the good stuff.
Fast forward delivery time, that is were everything became an issue.
First know that you may not receive a follow up email besides the initial order confirmation. I didn't receive a tracking number so I couldn't follow my package progress, didn't know if it was shipped or when it would be delivered.
Fine. I'll wait a reasonable amount of time and if nothing shows up I will reach out to them directly.
When I didn't see my package arrived, I went on the website to find their info. That is when I realized I could have the info about my package on their website going at bottom of screen, in customer help and click on track my order.
So I did and found out that my package had been supposedly delivered but alas not to me. I followed up with post office, and as everybody knows is not helpful with missing packages or mis-delivered etc... anyway I contacted Fabric Farms and they are not willing to resend the items I ordered for free.
I understand that the post office issue is not their fault (nor if someone stole the package) but yet I am out of $33.15
If you are going to have a strong selling presence online, even stating "Locally owned, nationwide shipping" you should stand by your service. You would think they would like me to be happy with my purchase, quality of their products etc...
I reached out to Fabric Farms to explain the whole thing and they didn't do anything about it. They clearly either don't believe me, or don't care. They received their money so the fact that I didn't receive my items is not their problem at all.
it was only a small purchase, I am not local so maybe they think that I won't be a returning customer, or I am not the customer that will spend money on fabric etc... Wrong assumption. for the project I am doing right now I spend a lot of money on the fabric and the shipping from Knoll Textiles. I am not made of money, I just saw the cushions a long time investment so i wanted quality upholstery fabrics. I was already looking at fabrics on Fabric Farms for more upholstery work. I don't have choice where I am. i was also looking at their drapery supply etc...
I won't re-order from them ever. The fact that they are not willing to show a new customer that they can make it right for $33.15, why would I want to spend hundreds of dollars with them. I can only imagine what would be their attitude when something is really wrong when fabric is lost, or damaged or any issues that could occur in an online business transaction.
That is why I am back on Amazon to order my 10" needle and thread to finally set the buttons on my cushions. I won't recommend Fabric Farms and I will again direct anyone to shop on Amazon. we can not like their policies or monopoly but at least they do the right thing per their customers and replace lost, stollen, mis-delivered, missing packages.
That is local stores are disappearing when E-commerce increases and the customer service doesn't follow. They made $33.15 (including the shipping) but they already lost so much more. read more