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Business Profile

Fabric Store

Simplifi Fabric Inc.

Complaints

Customer Complaints Summary

  • 1 complaint in the last 3 years.
  • 1 complaint closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

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  • Initial Complaint

    Date:14/08/2024

    Type:Service or Repair Issues
    Status:
    AnsweredMore info

    Complaint statuses

    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On July 8th I paid ****** to Simplifi Fabrics for two different colours of the same fabric. The fabric was an organic corduroy ("cord"). The website sorts all fabric into Woven and Knit textiles, and corduroy is listed on the website as a woven fabric. This makes sense because corduroy's cord structure is a result of the weaving process. When I received the fabric it was immediately clear to me that the fabric was a knit corduroy facsimile and therefore not what I was intending to buy, and incorrectly labeled on the website as woven. I immediately emailed customer support to ask for either store credit, or to return the items for a refund, and the customer service representative did not acknowledge that the product was mislabeled, and did not offer any solutions or rectification. They referenced that the item was advertised as having "little non-elastic stretch" which would be true if it was the 100% cotton woven corduroy I expected it to be. The entire catalogue of products are sorted into woven or knit, so clearly they understand this is important information for how their customers navigate there stock. I would really just appreciate the opportunity to be refunded or given store credit for a woven corduroy that I intended to receive.

    Business Response

    Date: 14/08/2024

    I have sent the following email to the customer which we will wait for a reply. The description of the fabric in the listing is accurate however the 'keyword' of cord placed the fabric in a subtitled heading under woven/cord.  This has prompted us to add another subtitle heading under knits for corduroy as well. 

    Our *********** just received an email from the BBB regarding your order. It has been brought to my attention and I do apologize for your last email regarding the Velvety Cord fabric being missed on July 19. We are sorry to hear that this wonderful fabric is not suitable for your project due to the structure and description noted. We strive to maintain a great accuracy in our descriptions and headings for all of our fabrics and unfortunately key words required in our back end sometimes adds items to a category which we are sometimes not aware of. Thank you for bringing this to our attention and I will have IT take care to adding a new category for this particular product. 

    There are a couple of options available of you.

    1. Would you be able to use the fabric for another project at a 50% off discount?
    or 
    2. Return the fabric to our warehouse and we will issue a refund upon inspection to ensure that the fabric has not been washed or cut. Please bring the package to a ****************** and provide them with this code PR197090 and they will take care of the return to us. You should receive a receipt which you can email to us upon receipt. 

    Please let us know what you would like to do.

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