We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Fabric Store

K&A Custom Fabric and Hardware

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Fabric Store.

Complaints

Customer Complaints Summary

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

If you've experienced an issue

Submit a Complaint

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.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:04/03/2024

    Type:Service or Repair Issues
    Status:
    Answered
    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 placed an order with this online business. Started to have some second thoughts about an item. So I emailed. Got a cryptic reply. So I responded and asked if I could pay shipping. Another cryptic reply. Before I knew it, this business that claims to be known for customer service, cancelled my order. Now I have items coming from several other online businesses to match what I order From her. I was given any options and the order was canceled without asking me what I wanted. She really went out of her way to alienate me.

    Business Response

    Date: 04/04/2024

    Customer was unhappy with our well and often-stated turn-around-time (***). The *** is posted in multiple locations as well as our primary advertising location (private **************** We have strict deadlines with our overseas suppliers that result in very small windows for purchase order modifications.
    In these situations we typically cancel orders with a full refund, as was the case here. Special requests such as split shipping, order modifications, or attempts to combine shipping for multiple orders are not allowed.
    We run on a very slim time and labor budget in order to provide our customers with affordable prices. These requests eliminate our margins and introduce opportunities for mistakes, which only compound the problem.

    To repeat, customer has been made whole with a full refund. We will strive to make the *** even MORE clear going forward.

    We apologize for any miscommunication that *** have occurred.

    Customer Answer

    Date: 04/04/2024

     
    Complaint: 21515328

    I am rejecting this response because:

    i had no issue with her company policy. Ive only made 1 order previously with them for hardware. Im not even sure Im part of the ** group she mentioned, I rarely use **. According to her web page, fabric order would be placed after the following presale period. So I was under the impression it hadnt even been ordered yet . BUT, thats still not my problem. I simply asked if the Oder could be split so I could receive RTS items first. All she had to say was, Im sorry, the fabric has already been ordered. Instead I got a nasty response about its printed on her web page. So I offered to pay shipping. Again, I received a cryptic non responsive reply. My order was cancelled without making the offer first. I was shocked a business owner would treat a customer like that. I wasnt given the option. Thats the second issue I had. All she had to say is the order had already been placed and given an estimated turn around time, with an offer to cancel the order if necessary. 

    instead she over reacted, effecting more then her business. There are people that promote her business that Ill no longer support. I was also going to offer to buy the fabric that was ordered so she wouldnt be stuck with the cost even though I no longer need it. But she can sit on it until it rots as far Im concerned. 

    Again, she over reacted with a nasty response. If she gave a friendly response, apologetically said its been ordered with an est TOT., I would have been disappointed but dealt with it. Clearly customer service isnt her forte. 


    Sincerely,

    ***********************

K&A Custom Fabric and Hardware is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period. BBB Business Profiles are subject to change at any time. If you choose to do business with this business, please let the business know that you contacted BBB for a BBB Business Profile.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.