John A.

I am a business customer. We order thousands of yards of fabric per year. I ordered 3 pieces of Dupioni silk for FWD to make some samples for display in our custom clothing retail store. We paid for the fabric and shipping to our factory in China. When it was unpacked and inspected, the factory disqualified the fabric because it had 2 holes in the fabric (holes, not slubs). We asked if the fabric could be used by cutting around the holes to make the sample garment, but we were told it could not be, based upon the location of the holes. We are a busy company with hundreds of orders in process at any given day, so it took us a couple of months to contact FWD about the problem. We sent photographs to document the damage found upon inspection at the factory and asked that they replace the fabric. We have never cut the fabric or altered it in any way. I hear back from them saying that they could not honor our request because it had come outside their 7-day policy. We had relied on statements such as "Our No-Questions-Asked Return Policy is just a testament to how confident we are in our fabrics," which is taken directly from page one of the FWD website. Instead of apologizing for wasting our time by sending the badly damaged fabric to the other side of the world at my expense in the first place, they hid behind their bad 7-day policy. (Their 7-day policy is not mentioned on their invoice.)To add insult to injury, they had the audacity to offer me a $20 refund, which doesn't even cover shipping, much less the total cost of the order (fabric, international shipping, duties...). Companies like this one deserve to be known for what they are. They suck