Fab Commerce & Design, Inc.

Revdex.com:At this time, I have not been contacted by Fab.com regarding complaint ID ***.Sincerely,*** ***

I've reviewed this case and it appears that the customer's order was flagged because it was out of our terms of use:   [Service Rules: You agree not to engage in...

any of the following prohibited activities in connection with the Service:  .... (ix) impersonating another person or otherwise misrepresenting your affiliation with a person or entity, conducting fraud, hiding or attempting to hide your identity; ] You can refer to our terms of use here: [redacted]   After reviewing our correspondence with this customer, it is clear that our customer service agent was just following standard procedure. We reached out to the customer to verify their information with an allotted 48 hours to respond, but since we did not receive any response from them within 48 hours, their order was cancelled.    We cannot re-instate this order because it was placed more than 6 months ago. We are going to analyze our standard protocol for addressing customers who are flagged for using multiple accounts,  which is out of our terms of use, and make adjustments to avoid any sort of miscommunications in the future.   We offered that the customer re-activate one one of their accounts so that they could re-place the order within our terms of use but they chose not to.    I can provide the time stamps to our email correspondence if necessary.    Best, Kelsey L[redacted]

Review: I tried to place an order on 11/*/14 on behalf of my mother (she doesn't use computers and has limited English) for holiday gifts. The total was $126.58- I gave her a 25% coupon for her to use. Then I got an email from FAB.com several days later saying that they were cancelling the order with no explanation. I responded and again it took them several days to respond, and they stated it was because I already had an account with them and that this was against their policy? However, I opened the account on behalf of the purchase my mother was trying to make. The representative/customer service was untimely, very disrespectful and curt in the brief correspondence, and no resolution was offered. Needless to say, FAB.com cancelled the order very quickly and without appropriate explanation, and my mom was unable to make her purchases for holiday gifts. It was entirely presumptuous, rude, disappointing, and customer service was slow/non-existent. I had been a long-time customer and had referred several new customers (including my mother).Desired Settlement: Customer service experience should be better, staff better trained in responses (both in timeliness and what is included in the text).

Consumer

Response:

At this time, I have not been contacted by Fab.com regarding complaint ID [redacted].Sincerely,[redacted]

Business

Response:

I've reviewed this case and it appears that the customer's order was flagged because it was out of our terms of use: [Service Rules: You agree not to engage in any of the following prohibited activities in connection with the Service: .... (ix) impersonating another person or otherwise misrepresenting your affiliation with a person or entity, conducting fraud, hiding or attempting to hide your identity; ] You can refer to our terms of use here: [redacted] After reviewing our correspondence with this customer, it is clear that our customer service agent was just following standard procedure. We reached out to the customer to verify their information with an allotted 48 hours to respond, but since we did not receive any response from them within 48 hours, their order was cancelled. We cannot re-instate this order because it was placed more than 6 months ago. We are going to analyze our standard protocol for addressing customers who are flagged for using multiple accounts, which is out of our terms of use, and make adjustments to avoid any sort of miscommunications in the future. We offered that the customer re-activate one one of their accounts so that they could re-place the order within our terms of use but they chose not to. I can provide the time stamps to our email correspondence if necessary. Best, Kelsey L[redacted]

Review: I contacted Fab.com to cancel my VIP subscription several times. Each time I was on hold for close to twenty minutes. When I finally reached a customer service representative- I was asked to reconsider. I informed the customer service representative that I did not care for the quality of the product and wanted to cancel. I was hung up on. This happened twice. My credit card will now be charged for my October membership which I do not desire to have with this company.Desired Settlement: Refund of the October membership fee.

Business

Response:

Good Morning,

Fab.com is an e-commerce company focused on everyday design in the area of Furniture, Home Decor, Food, Art, Jewelry, Women's and Men's fashion. We have researched our system for customer's name: [redacted] and customer's email address: [redacted] and did not find an account or any purchases from this customer.

We do not sell subscription services from our company, so a purchase on Fab would not result in a recurring charge. We have no record of [redacted] contacting us regarding this matter.

I have attached copies of the "No result" response from our search engine:

Transaction history

Order Inquiry Search Tool