Worst thing that this lousy company does is blame the ‘pandemic' for their lack of professionalism. It's been four months and I've never received my order. Don't waste your time and money at Online Gabric Store, go to ‘JoAnn Fabrics' instead. A totally dissatisfied customer.
Ordered fabric and chose expedited 2-day delivery, as I needed it for a customer. Received an email two days after I placed the order that it had just shipped! Called them perplexed to remind them I had paid $19 for expedited shipping. The woman working there says, "If you really need expedited, you should call in your order." Really? Is that why it's an option on the website? And they were happy to take my money for expedited, even though that wasn't called in. Then she also says, "Well, our UPS man doesn't come until after 4:30 p.m., so that pushes things back an extra day, too." Very, very displeased. I order a lot of fabric from many sites and have never had a problem with any online fabric store until this one. Never again.
Purchased 2 yards of fabric. After over 2 weeks for delivery, the quality received was substandard and I promptly returned the items the next day. "Customer service" (Jennifer) advised a refund would be issued in 5-7 business days. Well, one month later, no refund. Multiple chat sessions I have been told you are in the "next batch." Yeah right. I ultimately called my bank to request a chargeback. Never again.
They were taking orders during April that they knew they couldn't fill and instead of being honest about their available inventory they just let people sit and wait. After two weeks of nothing, I cancelled my orders only to have them ship it anyway 6 weeks later. I've sent a dozen emails and called customer service to return the fabric and get my money back and they don't even respond. There is special place in hell for scam artists like online fabric store that profited off a crisis.
I placed an international order (Canada) for a Belgian linen that would have been prohibitively expensive for me to order from Restoration Hardware. I did so with quite a bit of trepidation given the reviews on this site and the issues some customers appear to have had with shipping and quality. I even called customer service to make sure that the fabric in question was, in fact, in stock before I placed the order. I expected shipping to take a long time based on reviews, but I was not overly concerned since the project I purchased the fabric for is not urgent. Happy to report that the fabric arrived in under a week! The item is identical to the sample I received and appears to be very high quality (although I have not unrolled the entire 12 yards). I am very pleased with my experience.
I don't understand the negative reviews... I just bought almost 100 yds of fabric for slipcovers and curtains. I spoke with their customer service dept prior to ordering and they answered all my questions. When I ordered the fabric, it arrived with 1 week and the price was unbeatable. The price per yard was cheaper the more one ordered and not having to go thru a retail store saved me over $1000 dollars. I had gotten quotes from stores and sewing professionals but none could beat this sites prices. Great customer service... this is my new "go to" fabric resource. Thanks again!
Part of my order was back ordered significantly longer than they expected and beyond the initial email they sent to let me know my order would arrive in separate shipments, they never contacted me again. I think they are in over their heads. I would never pay for expedited shipping because they appear to be heavily dependent on their distributors schedules for product.
Read the reviews "Before" you purchase from this company. The only people they are keeping in business is the BBB. Just like everyone else, I have tried everything in the book with no response. I'm going on 4 months, and I still haven't received my order. Do a little bit of research, there are plenty of companies that will give you the Customer Service we all deserve. How they can stay in business is beyond me.
I paid for overnight shipping for fabric that I needed the next day for a big project. They took 2 days and charged me $200 for overnight shipping, even though it was their fault - when I called to ask if I could pay for 2-day shipping instead, the woman on the phone belittled me and called me "sweetie", said she'd "break it down for me slowly" - I have never been treated so poorly by a company that was in the wrong! I will never ever ever order from them again.
They don't answer phone. They don't respond to email. Their "chat" feature doesn't work. Their website has a message the COVID-19 is causing delay and please be patient. It's been over 60 days. The items I am waiting for are not listed as back ordered on their current website. They have charged my bank account. I'm wondering if this is a real company.
I ordered April 18 and as of May 31st, I haven't received my product. I have called twice, was on hold for 50 minutes before being sent to voice mail. I've emailed this company many time and have not heard back from them.
This is ridiculous.
I ordered some fabric samples back in May and they shipped those in a reasonable timeframe so I decided to try ordering the fabrics for my project. Well it's been two months and no communications what so ever! The emails to the help desk go unresponded and the calls to the phone number go unanswered. Their voice mailbox was full. I also tried contacting them on Facebook so we shall see. I noticed that they delete negative comments complaining about missing orders so keep that in mind when you're checking out their Facebook page.
Horrible customer service. Items arrived cheaply made and damaged with stains on material. Customer service is a hassle. The respond back with a couple "questioning" emails and then ask for you to take a picture of item. Then manager responds back in dismissive tone that because items were "imported" they cannot be held responsible. I have had ebay sellers who treat their customers with more respect and professionalism. Stay away from this company! Subpar products and horrible customer service!
Please do not give this company business. I ordered 130.00 worth of fabric 3 weeks ago today and was told I would receive my items in 3-5 days. My items still have not been shipped nor have I received any updates.
I placed an order on a Wednesday and paid extra to be sure and have my fabric by the following Tuesday. I call on Monday to check the status of my order and they still haven't yet even shipped it! I was on hold for HOURS for them to try to help me. When they did, it was like talking to a child. And this is all via their live chat mind you. Because they never answer their phones. Never again! Worst customer service ever!
They sold me items they didn't have in stock, sent a partial order and did not contact me about the back ordered items until after I got the partial shipment. Then when I called them they told me it would be in a few days later and shipped immediately. That day passed and of course they did not send the fabric or notify me. I have wasted months waiting! The service could not be worse or more dishonest!
Charlene in customer service did an excellent job and helped me sort out exactly what I needed. She came through in a pinch and helped me find the best deal... I'm very pleased, particularly after turning to this site after a very unpleasant experience with Fabric.com. She saved the day!
I will post the brief version of my experience: The original sample I ordered took 3 weeks to get to me and not the 5 business days as quoted online. They didn't even mail the sample for a week after I placed the order. When I tried to get them to overnight the sample, they wanted to charge me $25. The other option they gave me was to cancel my order.
I regretfully ordered the product in May. Quoted 7-10 days for delivery. After a minimum of 20 emails, horrific customer service, zero apologies and lots of excuses, I got my order 4 months later.
Do yourself a favor and NEVER order from this company!
After not receiving our order in two months, we attempted to cancel the order multiple times within a four week period. We got absolutely no response on both voicemails and emails.
After waiting more than 2 months it showed up at the door. We already made the purchase elsewhere so we requested a return authorization. Guess what they responded for the very first time and just said no.
... after two conversations resulting in two promises to ship with no results I had to know. I spoke with Paige who was well versed at dealing with customer challenges. It's not worth mentioning the details of the conversation but I recommended they be honest with their consumers and consider reevaluating their business volume/practices. Only online sellers can get away with this type of behavior.
Overview
Online Fabric Store has a rating of 1.5 stars from 327 reviews, indicating that most customers are generally dissatisfied with their purchases. Reviewers dissatisfied with Online Fabric Store most frequently mention customer service, credit card and live chat. Online Fabric Store ranks 114th among Fabric sites.
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- West Springfield, MA
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Business History
We have one of the country's largest inventories of first quality upholstery, drapery, apparel, and industrial fabrics. And our longstanding relationship with vendors and mills allows us to bring the best and most hard-to-find fabrics to you at the lowest possible prices. All of this sets us apart because at the end of the day, it matters! But there's even more to us.
In some ways, we’re a miscellaneous bunch—a fusion of warehouse, customer service and web teams. Yet we’re all aligned in getting something as timeless and tactile as fabric into your hands, in ways it has never been done before.
All of that makes OFS, OFS. We take pride in, and strive to make better, all aspects of what we do; provide a vast selection of top-notch products and supplies, excellent customer service and forward-thinking usability and technology.
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
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- Sitejabber’s sole mission is to increase online transparency for buyers and businesses
- Sitejabber has helped over 200M buyers make better purchasing decisions online
- Suspicious reviews are flagged by our algorithms, moderators, and community members