Karen T.

I order from this site quite a bit because of a great selection, decent prices, and free shipping on orders over $35. However their order accuracy and customer service leaves me unimpressed.

I received an order this week. I had ordered 5 yards of a certain home decor drapery fabric. When I unrolled the fabric it was in 4 separate pieces. WHAT? Smallest was 24" and they went up to about 42". How the heck am I supposed to work with this?

Customer service is very hard to get on the phone. They want you to leave a message and they will call you back. I would rather be placed on hold or in a queue so I know at some point I might actually talk to a person.

Unfortunate since this was such a great fabric supplier before they were bought out by Amazon.

Reviewing them yet again. I am on the mailing list, and get emails for specials promotions, sales, etc.

Got an email on 1/10/12 around 8am about a "blowout" sale. Found some fabrics I liked that had good inventory, and place my order by 830am. My Pay Pal payment was processed. They brag about shipping within 48 hours, etc. Today my order goes from "pending" satuts to "on hold" status. So I live chat with customer service. They claim they emailed me this morning because an item is out of stock.
I never received the email. Her excuse for sold out status was they get orders faster than they can update the site, yet the site inventory is automatically updated when you place an order.

I have been screwed by these people before on their "sales" and "deals". I make an effort to only buy stuff that has high inventory to avoid this BS. The CS rep that I chatted with was not helpful at all, and basically ended the chat before it was properly finished and my concerns were addressed. I was not hostile or threatening, just stated the facts.

They are way too big for their internet britches, and really need to work on inventory control and customer service.

Great selection & pricing. Even better customer service. I placed an order and forgot to enter the code for free shipping. I emailed them and asked about getting the shipping discount, and they assured me they would refund the shipping charges.

Still waiting for the refund, but I am confident they will honor their word.

UPDATE: I contacted my CSR regarding the refund, since it had been about a week. She thanked me for following up, and said she had not got to it yet, but immediately refunded my PayPal account.

I then voted for her for employee of the month. I hope she wins. :)

Fantastic prices on sewing needs and decorative trims. They even shipped the same day that I placed my order.

Well packaged, quick shipping. I will definitely shop them again!

Horrible shipping lead time, and horrible customer service. I ordered fabric on 4/17/11 and today decided to use Live Chat to see when it might be shipped. I ordered from them about a year ago, and shipping was very slow (about 2 weeks) but I did get it.
Live chat literally took a good 5 minutes between responses, and I kept on having to type HELLO? To see if anyone was even there.
Finall called the toll free number and got a human. They said "oh we emailed you to let you know your fabric is on backorder"

No you didnt email me.

"Well maybe it went to your junk folder?"

No I am looking at my inbox. I get sale emails from you all the time, and my ORDER CONFIRMATION is there. THat is it.

So now I am looking at waiting another week AT LEAST until my fabric is in stock at their MA location, then they have to ship it to me.

STUPID.

And unfortunately this is the only source I have found for a very specific print.