"I ordered outdoor canvas to make a pergola cover. The fabric came all wrinkled. Horrible service! "
"On April 7, 2017 I submitted an order for six yards of red canvas and six yards of teal canvas.
On April 18, 2017 my order was "fulfilled" and delivered, however what I received was six yards of red canvas and TWO yards of teal canvas. I immediately called customer support. The person I talked to said the company would send me FOUR more yards of teal canvas to complete the missing portion of my order, however I told them that this was unacceptable because my project requires a full SIX yard cut, and I cannot make do with material that has been cut up into smaller portions. This person asked for my phone number and said they would call me back in ten to fifteen minutes. An hour later I had not been called back, so I called the company again, and the person I talked to this time told me I could keep the two yards for the inconvenience, and that a new cut of SIX yards of teal would be mailed to me with expedited shipping, and I was content with this.
On April 20, 2017 my six yards of teal had not yet been delivered, so I called the company to find out where this supposedly expedited material was. I was assured that my order would be sent out first thing Friday morning, and that I would receive an email with a tracking number at that time.
On April 25, 2017 my six yards of teal had still not yet been delivered, I had no email with a tracking number, and so I called the company to find out where my material was. The person I talked to asked me for my phone number so they could find out what the issue was and call me back. I told this person I did not want to go that rout because the last time I left my phone number for a call-back I was not called back. This person told me that they promised to 100% call me back.
On April 26, 2017, twenty-four hours after my phone call the previous day, I had not been called back or received my shipment, and so I called the company again to inquire about my material. The person I talked to told me that my material was shipped, would be delivered the next morning, and he gave me the tracking number. I inquired as to the contents of the box, to make sure it was accurate, and was told that it was a FOUR yard cut of teal canvas. When I explained that this is unacceptable, and that there should have been a SIX yard cut in the box, this person told me that I needed to wait to receive the box, find out if the contents were accurate or not, and then email this support address if it was incorrect for a return shipping label. I was told that this was the fastest way to resolve the problem, even though I assured this person that the contents were inaccurate.
On April 27, 2017, my box was delivered with only four yards of teal.
I am incredibly angry with Fabric Wholesale Direct. There is no excuse for such terrible customer service. My "expedited" replacement order was wrong, and over a week later than my original phone call. I have called five times, and the company has still managed to be completely incompetent in correcting the error. I understand that the warehouse is being moved, which is why I allowed what I felt to be ample time between my phone calls, and still the company could not get its act together. And now, if I would like to receive the six yard cut that I paid for, I have to wait for a "return" to be processed- even though I have had to take employees' word for it that my order was being corrected for over a week. I need to get my project going, and so I am stuck trying to decide if I should half-**** the job & have a seam where I wasn't planning one with chopped up yardage now, or wait for the proper piece to come and rush the job when it does finally arrive (but who knows when that would be?).
The company responded to this saying they would send me a six yard cut of teal, complementary. I don't think it's "complimentary" to receive what I paid for... They said it would arrive in 2-3 business days. It has been over a week since they told me this, and still no package has arrived."
"The product I received looked nothing like their stock photos and their customer service was slow and also rude. They refused to give me a full refund and accused me of taking a bad photo of the product even when it clearly photographed NOTHING like the stock photo on their website."
"They are unreliable and cheats. They gave me 3 yards instead of 5 yards for 2 cuts of fabric. So they have not sent me 4 yards in total.
VEry poor customer service.
"
"So I purchased this exact product - canvas - water resistant etc...
https://www.fabricwholesaledirect.com/collections/canvas-fabric/products/waterproof-outdoor-canvas-fabric?variant=25175865478
Paid for a nice boat cover to be made from it. The black canvas looked great....for 2 weeks....then it turned into BLUE canvas ...... yes really BLUE
So naturally i wrote a negative review under this product with 1 star warning OTHER people...guess what ..2 weeks later my review never showed up on their site....2 weeks later I wrote another thinking maybe a computer glitch on their end, but that review did not show up either even 2 months later....
So then I noticed ALL reviews are only 4-5 start....Fabrics Direct...ARE YOU MAKING UP REVIEWS... because I am a REAL customer and my 2 negative reviews NEVER showed up on your web site...I feel really sorry for other people that will purchase this bad quality product!!
Pete"
"I'm very very disappointment. FWD makes me terrified to shop online again. I ordered my swatches, never received an email with a tracking number(which ended up in my junk mailbox). Called them 20 days later to find out about the delay and learned that my package was returned because the address was not correct which it wasn't. They were looking for a apartment number and there is none. Called them again to see if they would resend it and split the cost for the shipping. SPLIT it I didn't even asked them to cover the shopping but got denied and their response was "if you want your package you will have to pay for the shipping again" which seemed rude and manupalitive to me. I asked them for redound on the phone, they said they will do it and never did. Called them back to me and they said they will charge me over $20 for restocking fee and for the shipping. So I needed up paying $30 for something I never got. I chose to not have them ship my package back to me because I ordered swatches and there is no way I would want to have business with this company again. I hope everyone reads company reviews before they order online because I made a mistake of not doing so. If I saw comments above I would not even bother in the first place. Very very bad."
"I am truly shocked by how awful my first experience with FWD has been. I was sent a defective product, full of holes. I then contacted the company to inform them about it. In my previous experiences with excellent businesses and products of such a low price, that alone is enough for them to offer a refund. Those types of businesses win my lifelong loyalty. Fabric Wholesale Direct, on the other hand, needed photos as proof and then ONLY offered to refund me 1 of the 5 yards and not include shipping costs. That is laughable and unacceptable, but I patiently and respectfully asked if I could go to the hassle of returning the defective product in order to receive a full refund (which should have been offered to me from the very beginning; a great company would have done without needing photos or having the product returned). I was then denied the refund because the product had been cut. Never was it stated that the unusable fabric that might as well have been trashed needed to be returned in the same damaged state it was received, rather than cut. They definitely lost a potential customer over $20. I hope that the manager/director of customer service sees this message and truly reconsiders the company's approach to customer service, as I can guarantee that operating like this will put them out of business when you have much more competent competitors and customers who know to expect much better."
"I received 10 yards of flawed crepe backed satin. I emailed them that I could not use this fabric. They emailed to send a photo. NO RESPONSE. I called by telephone and they told me to cut off a piece and send it to them. January 13, 2016 ($5.05) NO RESPONSE. I called and they said to send the rest of the yardage (February 24, 2016 ($13.45). NO RESPONSE.
I communicated via live chat in mid April and was told that I was beyond the return deadline. To appease me I was offered $15.00 credit. I said no and that I wanted my $30.00 refund.
I issued a comment on Facebook and the company did not allow my comments to be posted.
Bottom line is that this company is very disorganized in their receiving/returns/communication
departments. I do not know what else to do...except to alert other customers. I WILL NEVER SHOP THIS COMPANY AGAIN. "
"I ordered gold and purple brocade fabric from Fabric Wholesale Direct. I received silver and purple brocade, beautiful fabric but not what I ordered. I asked for an exchanged and it took four days for them to respond. I shipped it back and asked for a tracking number for the replacement while emphasizing this was time sensitive. I was told it would ship out on 3/25 (almost two weeks after my purchase). I tried tracking the number but it did not show as leaving the facility. I called and was told it would ship on 3/28. I emailed the first person and asked what happened. The person was rude and short. They send emails like they are texting a friend, not professional. I tracked it again and it did not show as shipped. I emailed, and was told it would ship on 4/2. Called on Monday and was told it would ship that day 4/4. They lied about shipping it 4 times. I finally received it after a month and it was the wrong fabric!!! I asked for a return label since my customer had ran out of patients. The email response from them was that I would have to pay for shipping it back and that they did nothing wrong (in a rude way). When I asked for an exception due to bad costumer service, they said they did everything I asked for (not true). I called and spoke with Shakil. He was amazing. He sent me the label and apologized for everything. I will purchase again but I will only deal with Shakil from now on. I hope that the managers and owner know how lucky they are to have him. He is the only reason I am not giving them 1 star. I have chosen not to include the names of the other people who gave such poor customer service."
"Not sure what the person below is talking about. Had the best experience with these guys. Their customer service is amazing and their prices are even better. I would vouch for FWD anyday!"
"Fabric Wholesale Direct aka Vogue Fabrics provides great prices for fabric but buyer beware.. two of the items we ordered were stained.. one of them the stains wouldn't come out. When we contacted FWB/Vogue Fabrics all they would do was give us a 5 dollar discount off our next order.. Not sure I'll be DOING another order from them.
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