Online Fabric Store

I placed an order for some fabric about three weeks ago. Upon never receiving the fabric a week or two later, I called UPS to verify what happened to it. UPS said that they didn't know it was for a business and that the address provided was incorrect, somehow the address changed during delivery to a street name completely unknown to me and they had to begin a package investigation. I called onlinefabricstore.net to resolve the issue and explained to them the problem. I asked them kindly to send the package again to my business as we cannot afford to wait on the package investigation. I said that we would gladly ship the extra package back if it was recovered. They said to me that they could not ship another one out without billing us again. When I tried to negotiate I was told by the supervisor, Judy, that this is how normal customer service was handled. When I said that I'd never been asked to pay again for a problem like this, she assured me that she had and that it is normal. She tried to blame me for the error and say they didn't have the right address or the suite number. There was no apology made or any effort to retain my company's business. She basically told me tough luck and her attitude was horrible. When I asked her for her name, she hung up. I had to call back to get her name. DO NOT USE THIS MERCHANT if you value customer service, reliability, and integrity in your transactions.

*Update*
The same day that I contacted the merchant and posted this review I was contacted by Jean, the floor supervisor, who told me that they had persisted with UPS and got restitution for my package, which they are re sending immediately. She was very kind and personable - exactly what I expect from customer service. They've retained my business for now, I only wish it didn't require so much frustration and effort.

Sent entirely wrong fabric. Not a question of shading or dye lot; entirely wrong fabric.
I sent them email same day as arrival with clear photo of item ordered and contrasting
Item which was received. Next day received a canned response thanking me for my contact
And closing out the complaint. Well, that's one way to adjust the statistics to show how
Efficient they are in handling problems. I again reopened the complaint. Next person said
They were looking at my original picture but couldn't see comparison very well, even though
My picture was sent at high resolution and clearly showing a wrong order fullfillment.
As requested, a new high resolution picture was sent, and acknowledged with comment that
A mistake was likely; they would let me know promptly after verification. "Verification" was
Right in front of them and had been since I sent my original email with clear picture of the mistake. It is now multiple days later and I have never heard from ONLINE FABRIC STORE
And suspect that I will never hear from them. I only wish that I had thought to have checked
Their "reviews" before ordering from them. That would have told me all I needed to know.
STAY AWAY, PROCEED AT YOUR OWN RISK, DANGER!

Be warned that your fabric could arrive anywhere from 7 days to 3 weeks. They do not send a notification if an item in your order is on backorder and they will hold your order until all items are back in stock and that could take 2+ weeks. Once you come to the realization that you haven't received your order or any confirmation so much time will have passed.
So if you need your fabric for a deadline DO NOT ORDER from onlinefabricstore.net.

I've had 2 instances where they did not notify me of a backorder item and this last time just made them lose my business for good.

I placed a large order on a Thursday for overnight delivery (expecting it to arrive at least by Saturday). Did not even receive a confirmation email.
I kept checking my email and my account for tracking info- nothing. I called on Friday afternoon to check tracking. They then told me an item was on backorder and my order would be sent out once all items were in stock- unacceptable. I paid for rush and wasn't notified that my order would not be expedited. After complaining to them they agree to fulfill the order immediately and ship that moment. They were able to substitute a more expensive fabric for the backorder item without charge.

I receive a phone call 10 minutes later from a confused employee about the swap. We resolved everything and she promised my order would be shipped that evening. It's now Saturday and I still haven't received ANY notifications let alone tracking and no information is available on my account. So I just have to wait and see if the fabric will arrive on time. If it does not I will certainly be demanding a refund for the extra shipping I paid for.

Good deal, nice fur material. The shipping notice was wrong however, it said that there was a partial shipment coming, but it was all there.

I ordered a red micro velvet Fabric... Two weeks after I ordered I was waiting for the fabric, expecting it to arrive any day since I was not notified that the fabric was on back order or notified that there was a delay with this order. So I decided to call them and ask why I had not received the fabric, I was told that it was on back order and that I would receive it by 27th of March. Today is March 27th, I have not received a confirmation on the shipment or any notification at all that the fabric is on back order, NOT EVEN A PHONE CALL! So when I called again today (3/27/19) they tell me that the fabric will be on back order until the end of APRIL! ARE YOU KIDDING ME? IS THIS A JOKE? AM I SUPPOSED TO WAIT ANOTHER MONTH? BUYER BEWARE, DO NOT DO BUSINESS WITH THIS COMPANY VERY UNRELIABLE. 0- I asked for a refund and Katherine told me she would get back to me, she did not. She told me she would get in touch with the manufacturer and would get back to me... Two hours later I had not heard from her So I called, and who ever I spoke to would not put her on the phone. Here we are 24 hours later and I have not received a phone call, an email or my refund!

Sadly all the 1 star reviews are true. The pillow inserts I ordered were good quality & priced fairly but this company is going to fail (or at the very least not do nearly as well as they could) because of poor customer service. The 1st order was slow to ship but arrived with no issues. The 2nd order I placed still showed in process online but I received a box of inserts that appeared to be someone else's order. I emailed them with photos of the pillow tags I received and a copy of the shipping label with the tracking number telling them I think I got someone else's order & asked what they wanted me to do. Honestly I could not have been more detailed. 2 days later I got a response from Matty that it shows my order was received and they were closing the ticket. Didn't appear he had even read my message? So I sent a 2nd message and a few days later he let me know yes their warehouse had sent the wrong order & now they need me to ship it back. Fine-printed the label, taped up the box, drove it to UPS same day they sent it to me & let them know it was on its way. A week later I still didn't have my inserts so I checked online and they still hadn't shipped! When I contacted Matty he said they couldn't ship my order (that I had placed correctly and paid for over 2 weeks ago), because they had to receive their mistake back at their facility 1st. WHAT? What company delays a customers order because they make a mistake? I asked to speak to a supervisor thinking they would apologize and tell me their rep had misunderstood. Nope she said this is their policy so I asked to speak to a manager and SAME STORY. The reps were just following her policy. Even if the mistake was there's, they hold the customers correctly placed order until they get the wrong pillows back! They can't trust they'll get their pillows back otherwise. Wow. The manager truly had no sense of how poor of a policy this was. Since they had received the pillows back she could expedite the shipping but not much else she could do. This manager is leading her team by example and its a poor one. I'll be finding another place to order my inserts and letting the Etsy community know of my experience.

BEWARE! Online Fabric Store is the online retailer for Osgood Fabric Store - they are one in the same. WORST CUSTOMER SERVICE EVER! I ordered a specific white fabric from them and received a yellow, dingy fabric with tiny brown spots in it. Unfortunately, it was sent directly to my upholsterer who knew she'd be receiving a plain"White Fabric" to slipcover a chair. Chair was covered at a cost of $450! Chair is ugly as an be, dirty looking... I simply asked that Online Fabric Store reimburse my cost for the incorrect fabric they had sent me@ $110 and that they send me the correct true "White" fabric at no charge for my inconvenience, since I was going to have to eat the cost of re-upholstering the chair. First they were incredibly rude and passed me from person to person. Then they promised to get back to me as soon as I emailed detailed pictures (which I did, 5 in total). Then they left a vague message on my cell, saying they were going to have to "investigate" bolt of fabric as they are sure they sent the right one. When I originally called the CSR said "Oh, I know what they did, they sent you the "Natural" color instead of the White. DO NOT PURCHASE FROM THEM, YOU WILL BE SORRY. PLEASE ADD YOUR REVIEWS TO YELP ON OSGOODS FABRIC STORE, BOSTON, MA - THIS IS THE BRICK AND MORTAR FOR "ONLINE FABRIC STORE". They need to be put out of business.