Complaints

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.

• Initial Complaint

  Date:07/21/2023

  Type:Product 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.

  I ordered three yards of the ********* YELLOWSTONE 50 BLUEBELL Toile Linen Blend Upholstery And Drapery Fabric from the Decorative Fabrics Direct online site on 7/11/23. I already ordered a sample of this product and read thoroughly about it online. It specifically said on the page it was great for a headboard project which was my intention. There was no information as to which orientation the fabric repeats on this site. I received the product on 7.18.23 and noticed it was simply the wrong orientation for my project. I emailed the company on 7.19.23 because they have a strict timeline on when you contact them about returns. They still have not answered me. I called them on 7.21.23 and the lady who answered said I cannot return it, because it was too short. I tried to explain that I am returning because the product was falsely advertised, but the lady on the phone (I apologize, I don't remember her name) was extremely rude and condescend**** She kept saying I was wrong when I was reading directly what was on the page. It said the product was suitable for headboards and clearly that was falsely advertised so I would like my money back. I just tried asking her for advice and she was extremely combative. She said I could've called to ask before order**** How would I have known to call if the product description specifically said it was perfect for my project? I emailed them- again- after our call and I still have not recieved a response. I was upset after the call so I got very firm with them when sending this email. I called them multiple times on the same day and someone kept picking up the phone, but there was no voice. I spent over $100 on nice quality fabric and I would have been happy to spend more money at the company if they just would have helped me out! I just want people to know this company is not gracious towards beginners who are trying to get into a DIY-****

  Business Response

  Date: 08/01/2023

  Although the customer shows she sent us an email on July 19th,I was unable to locate that email. However, we did receive a phone call from the customer on July 21st in which she requested a return and a full refund. The customer was advised we could not accept returns for fabric orders of 3 yards or less per our return policy. Our customer ****************** explained to the customer that the fabric she ordered was shipped correctly, as this was the only orientation the fabric is produced. The customer was not happy with the decision given by the **************** Representative and called several times after that. Each time, the line would go dead once the same customer service representative identified herself. After the phone calls, we did receive an email from the customer complaining about our decision and the customer service she had received. That email was forwarded to Management which is our normal procedure for complaints. I was out of the office at that time due to an illness but did check my emails late that afternoon. I sent an email to the customer immediately advising I was out of the office due to an illness, but I would look into the issue first thing on Monday morning, July 24th. 
  I contacted the customer on Monday morning to discuss her concerns. I explained to the customer the images on our website are shown in the way the fabric comes off the roll which is typical with most online fabric distributors. The fabric she chose is an excellent fabric for Headboards,however, that does not mean that it will be desirable for every headboard project. With this fabric being a print with a fairly large repeat, any project exceeding the width of the fabric would have to be seamed. The width of this fabric is ********************************************************************** excess of ************************************************************************ order for our customers/workrooms to determine the amount of yardage needed and/or if this fabric will be suitable for your project. We do not offer returns for fabric of 3 yards or less as they are considered remnants, as noted in our return policy.
  I advised customer that with a headboard that size, she may want to go with a solid color in order to avoid seams or piecing. I asked customer if there was another fabric she would consider, and I would send her replacement fabric at no charge. The customer advised me that she had already purchased a solid fabric from a local store. We are never satisfied when a customer is not happy with their purchase. Therefore, to show good faith, I advised the customer she could keep the fabric and I gave her a full refund.The refund was issued July 24th at 12:33 pm.

  **************** Manager