Fabric Depot, Inc

Please see attachment for our response. Please respond to Elaine Love, ***@fabricdepot.com, regarding any further correspondence of the complaint.Best - Elaine***@fabricdepot.com*** *** *** ***
July 24th , RE: ID *** To whom it may concern: We are writing in response to a
complaint from *** *** received through the Revdex.com regarding a recent purchase made at our retail storeWe would like to take the opportunity to apologize to Ms*** for the substandard customer service that she receivedWe have spoken with the Retail Store Manager, Special Orders Department Manager and Ecommerce Manager, regarding her experience and have taken steps to improve our service and communicationWe would like to speak to the price differences between our retail store and our ecommerce websiteFabricDepot.com and Fabric Depot retail store operate separatelyDue to the differing marketplaces in which we compete, our prices and promotions will vary in our retail store and onlineFor example, the retail store may carry a fabric not offered on fabricdepot.com, or, a sewing tool or fabric yardage may be priced differently in our retail store than on fabricdepot.comSimilarly, promotional offers (such as coupons and additional discounts) offered at one, may not be used at the otherFor example, a coupon offered for Fabric Depot’s retail store may not be applied towards purchases on fabricdepot.com; alternately, coupon codes, free shipping offers, and other promos on fabricdepot.com may not be applied toward Fabric Depot store purchasesIn response to Ms*** complaint, we are working to train our managers and staff to offer the lowest advertised price to our customersAdditionally, we have added language to each product page on our website stating “ Pricing, promotions, and availability vary online and in our retail store ”, and we have added language to our website further explaining our Pricing Policy [this can be seen at the bottom of our Retail Store page on our website at http://www.fabricdepot.com/retail-store ]We hope that these changes will provide clarity to our customers regarding our Pricing PolicyThank you for the opportunity to respond to the complaint and for prompting us to make these changesFabric Depot is a local, family owned business, with one retail location and we rely on a positive relationship with our customersWe value our customers and want to give the best experience, price and selectionSincerely, Elaine L*** Operations Director

Fabric Depot has provided a refund to the customer as of March 13th, 2017.Due to the nature of our product the process of order fulfillment [pulling stock, measuring, and cutting fabric] it can take a number of days to complete the order fulfillment process. There is also a possibility that the...

yardage available is shorter than the amount ordered by the customer.  We do make it our policy to e-mail the customer of the shortage and receive confirmation from the customer prior to processing shipment and billing.  The customer's order was placed on February 24th and she was contacted on March 2nd of the shortage.  The time to contact the customer was longer than usual due to our warehouse sale.  On March 3rd the customer replied twice.  Our customer service representative saw the second e-mail and responded.  The customer then called our customer service representative at which point the customer's behavior was extremely disrespectful towards our customer service representative.  The customer’s complaint was expedited to the manager at which point we [Fabric Depot] agreed to provide a refund as well as complimentary expedited shipping of her order.  Because the customer had already issued a claim for the refund through PayPal we were unable to transact the refund through our normal channels.  We attempted to correct the issue, but it did take us a number of days to issue the refund.  See attachment for evidence of the refund.  We do apologize for the delay in the refund.