Fashion Fabrics/Denverfabrics.com

The fabric is not falsely advertised It can be used for either Home Decorating purposes or some Apparel applications It does not state that it is suitable for dresses It states that it is a heavy weight fabric, which the customer has indicated in her email that she has received A samples could have been purchased prior to ordering as well if there was a question to the weight of the fabric.I have attached a copy of the description of the online information of the fabric, the email correspondence between the customer and our customer service representative, and a copy of our return policy

Complaint: ***
I am rejecting this response because:
They DON'T EVEN TRY TO FIX *THEIR* MISTAKES!!! THEY'RE CRIMINALS!!!! THEY DIDN'T EVEN SEND ME THE CORRECT RECEIPT IN THE EMAIL TO ME! And "SEVERAL TIMES"??? THAT'S A BALD FACED LIE! I CALLED ONLY TWICE THESE PEOPLE ARE ATROCIOUS! NO, I DEFINITELY REJECT THIS THEY COULDN'T CARE LESS AND COULDN'T BE BOTHERED TO MAKE IT RIGHT FOR THE CUSTOMER EVEN IF THE MISTAKE IS *THEIRS*!!!
Sincerely,
*** ***

This is in response to the complaint # *** from *** ***.She has called our office several times in response to these two orders. When she did not understand what one person was trying to tell her, she said she was going to hang up and call back to get someone else who would
understand her.She was trying to cancel both of her orders and then place a third order for samples. We were trying to explain to her that we could cancel one order and the other order to just samples of both fabrics and refund her the difference to which this complaint is about.This was explained to her by each of us on the phone. *** did process the refund back to her credit card for the difference in her order *** which would have been $as the new total was $for the two samples and shipping. $would have been for the one sample and shipping as *** hadn't added the other sample to the first order after it was adjusted to a sample due to a miscommunication.*** was actually refunded $somehow in our system. We will not adjust and charge back the extra $to her card.At this time we have done everything that was asked and what we said we would do for the customer. Her order was shipped out as well and is on the way to her.Included in the fax are copies of the orders and charge receipts showing the original charge for the order and refunded difference and complete cancel of order and voided charge

This was not what happened The customer called yesterday after getting her order She first spoke with *** and was fine She called back and then got *** She was upset after only getting of her items She was explained that one item was sold out Her
shipping charge remained the same as her subtotal was still in the same tier for the shipping charge she was billed as shipping is based on the dollar amount *** explained to her that we do not notify our customers of sold out items unless they clearly specify to do so on their orders as we clearly state on our policies page *** also told the customer that she may return her fabric to us within the day return policy and we would refund her for the fabric cost *** was standing in my office as she told the customer this information as I offered the customer a store credit of the $shipping charge for her inconvenience since she did not know of our policy as not having read our policy as customers do prior to ordering out of a good gesture This was not a good solution for the customer and she continued to scream at *** This customer then sent out a mass email to many customers bad mouthing our company to which one of the companies she contacted called us to let us know what she was doing and explained that this customer should have read our policies prior to placing an order with us as she also owns an online business and she read our site and saw that it is also clearly stated on our site We have the email from that customer and the email that she sent out to everyone badmouthing our company when she clearly did not ready our policy I tried to compensate her with a store credit for a future order but she declined this offer This was not her first order with us, so she has had prior dealing with our company I have attached her original web order placed, her order *** that was processed from the web order, after we found out that item *** Rose Pink Satin was sold out, and a copy of our policies page that shows to add a comment to notify us if you would like to be contacted if anything is sold out as well as our return policy If she would like to return the items she has in her possession, she is welcome to, but her refund would be for the cost of the fabric only in the amount of $per our return policy

We feel that our offer was generous even though it was outside of our policy and she would not have had to even return the items, but she refused We have tried to cooperate giving her this offer Our policies are the same for every customer We do apologize that she did not read them prior to ordering from us It is the consumers responsibility to read this information as each company handles orders differently We have not done anything outside of our policies as stated on our website The customer has made hateful comments on our Facebook page to which she has been advised to contact *** in our office to which she has not We consider this a closed matter since the customer has refused our offer and we have followed our policy we uphold with every customer of ours

The fabric is not falsely advertised.  It can be used for either Home Decorating purposes or some Apparel applications.  It does not state that it is suitable for dresses.  It states that it is a heavy weight fabric, which the customer has indicated in her email that she has received.  A samples could have been purchased prior to ordering as well if there was a question to the weight of the fabric.I have attached a copy of the description of the online information of the fabric, the email correspondence between the customer and our customer service representative, and a copy of our return policy.

[redacted] started ordering from us January of 2017.  Since then, he has returned every order he has placed with us.  The items he orders from our company are special ordered items that can not be returned to the vendor that we order from therefore we lose money on those items.  He has then...

replaced orders for the SAME fabric again after already having returned the item to us.  He is saying that he is ordering samples to get the color correct, but refuses to just order 1 yard samples as we have suggested to him on several occasions.  They are not just small orders. They are several hundred dollar orders at a time.  He then calls us asking for his refund as he needs his money back. We have never refused to give him his money back and have stood by our policies on our site and have always refunded him for his returns.  He is now asking us to allow him to order from us with the stipulation of making him not be able to return the fabric which would go against our return policy therefore putting us in a possible legal situation.  As a company that is losing money to a customer that returns everything that is being ordered, we have the right to refuse service.  He has threatened us with legal action if we discontinued to do business with him to which we have the email for.  I have copies of all of his orders with return information, copies of all notes from phone conversations, and copies of all emails sent back and forth.  I also have copies of refund receipts showing that he was in fact refunded properly.  At this point, we no longer wish to process orders for him on our site, or through any of our other channels via [redacted] as well which he has tried to order through.

Complaint: [redacted]
I am rejecting this response because:1.  Attached is copy of my receipt showing that I was to receive 3 items.  AGAIN....had I known that I would only receive 2 items and pay a shipping charge almost equal to the order, I would NOT have placed the order.2.  Receiving a credit from the company would mean that I will have to do business with them in the future.  Because they are conducting these practices online that I believe to be fraudulent, I do not wish to conduct business with a company that does that to people; i.e., provide proof online (attached receipt) that my entire order went through satisfactorily, only to find out later that it did not.3.  Returning the items would mean that I have to pay shipping to return them, and as indicated, they will not return my original shipping charges of $6.95.  AGAIN....had I known that I was only to receive 2 items, I would not have ordered anything.And by the way, whoever answered that response is exaggerating.  And my Order No. was [redacted], not the number they provided. My opinion of how it should be resolved:     1.  They should refund my entire $14.95 and let me return the items.  I will no longer do business with them, and if they refuse to refund my $14.95, I may continue to spread the word about their practices.  That's the advantage of the Internet.  That would be a resolution more valuable than returning products (which will cost me additional shipping charges) or receiving a credit of only $8.00 (forcing me to do business with them in the future).   2.  Fashion Fabrics should immediately change or repair their computer system so that customers' receipts show exactly what they are ordering rather than let the buyer assume they are ordering what is not in stock.  If they continue to do this, they may be faced with a class action lawsuit.  Such a small amount in my case, I admit; however, if the company is doing business this way, how many customers are being defrauded?  I believe there may even be Internet laws that pertain to online ordering and online receipts that do not show the exact order. I am happy to know another individual contacted them to make them aware that "word of mouth" works. Others should know (caveat emptor) what Fashion Fabrics is doing. 
Sincerely,
[redacted]

We received an email from the customer in regards to the fabric in question.  The email was not what this complaint was about nor did we tell the customer that we would not accept the return.  Her complaint was that she said we stated that the fabric was suitable for dresses which the...

fabric is not stated as such.  The fabric is stated that it is a heavy weight fabric that could be used for apparel or home decorating purposes.  As far as the glitter, sometimes we have glitter that transfers on our cutting stations from other fabrics.  It just brushes off of the fabric.  We explained that if she was unhappy with the fabric she was welcome to return the fabric to us within our return policy.  The customer service representative that responded to her email copied our return policy from our website in an email to her.  Since the fabric was sent as described on our website, the customer would be responsible for the return shipping cost to us.  It was also explained to the customer that if she returned fabric, her subtotal would fall below the minimum purchase total that was required for her free shipping coupon, therefore she would lose the coupon and the amount would come off of her return amount as stated on our policies page as well.  If she returned the $11.00 piece of fabric, shipping on what her order would have been would be $11.95, therefore she would end up owing $.95, so the return would not be worth it.  All of this information is clearly stated on our site.  We can provide copies of those pages, copies of the customers emails to us in regards to this fabric and our responses to her clearly showing that we never told her that she could not return the fabric, and copies of the description of the fabric online showing what it shows that it is suitable for.

Complaint: [redacted]
I am rejecting this response because:I don't believe I should be responsible to pay shipping to return the items they falsely advertised.
Sincerely,
[redacted]