ComplaintsforFabric Carolina, Inc.
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Complaint Details
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Initial Complaint
09/30/2024
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for 3 yards of ********* Silver which is made by Sunbrella on 9-25-2024. I never received my tracking information and my payment has been submitted. I call the company no one answers the phone to communicate with you but ****** stated that the material was Discontinued. She sent me an email on 9-27-24. But the found 7 yards. I only need 3 yards. Now it's Monday 9-30-24 she is now saying the material is on backorder until the middle of October. At this point I would rather have my money refunded. The website never mentioned anything about this. This company is misleading peopleBusiness response
10/07/2024
We sent the product. Customer was refunded per her request!
Thank you, John
Initial Complaint
08/06/2024
- Complaint Type:
- Product Issues
- Status:
- Answered
I purchased Quantity: 8 - Windward Sisal Midnight T19669 by ******* Wallpaper on May 27th in the amount of $1793.90. Fabric Carolina charged my credit card immediately, however, I have not received product yet. I was contacted May 29th and told that it was backordered until July 22nd. I said I wanted to proceed with the order at that time.Since then, I have reached out to inquire about the order since I did not receive it. Please see the attachment with correspondence. They should have never charged my card when they had no idea if/when the wallpaper would be available. I cannot get them to return my phone calls or emails in the past week. PLEASE help me get a refund. Thank you for your help!*********************Business response
08/12/2024
Order was refunded as requested 8-6-24. ****Initial Complaint
11/04/2023
- Complaint Type:
- Product Issues
- Status:
- Unresolved
I ordered 49 yards of high end fabric on 3/23/2023 and paid up front $6955.20 (including shipping). Despite many promises, the fabric was not delivered though often promised throughout the summer. I asked for a refund, upon which was suddenly told the fabric was being delivered in September. The fabric turned out to be not the fabric that had been ordered but seemed like a poorly made replica. It was thinner than the original, almost transparent, with a much looser uneven weave and with many pulled threads. I complained to Fabriccarolina and they asked me for photographic evidence, which I supplied by 10/12/2023 Since then, I have heard nothing from them. The fabric they supplied is of inferior quality to the original and cannot be used for upholstery. I am asking them for a refund, but they simply do not answer.Business response
11/19/2023
The fabric was ordered direct from the manufacturer in Europe and was back ordered until the fall. Immediately upon receipt they sent the item directly to the Neitherlands where it was promptly delivered. We inquired of the mill and the product shipped was found to be first quality. Base cloths can be sourced from different manufacturers as the supply chain changes over the years. This particular fabric has been produced for decades by vendors that are over a century old and have high standards of quality and production. I have personally seen the fabric in question as we had other customers use some locally and have had no issues with the construction or the quality and are well pleased. Per our return policy cut yardage fabric is non refundable unless found defective and the mill confirmed it was not defective but may look slightly different than older versions.Customer response
11/23/2023
I am rejecting this response because:I am rejecting this response because:
Fabric Carolina claim that the material is of "first quality" and that this was confirmed by the mill. Please can they provide supporting documentation?
I have many years of professional experience in the field and it is quite clear to me that the fabric is of inferior quality and cannot be used for upholstery. Whereas the original has covered my sofa for ten years, only now beginning to fade.The original fabric is closely woven and smooth to the touch, whereas the one I was sent is rough textured and so loosely woven as to be transparent. The colours are clearly visible on the reverse side. This is borne out by the photos I sent. The weight of the original is 550g/m, and the new fabric weighs only 487g/m (in spite of the starch finish that has been applied).
I understand that different lots may be sourced from different suppliers, but the quality should be the same. One reason I was given for the six month delay in delivering the fabric, was that the fabric sent in June did not meet quality standards, so there seems to be a problem. I am sure that this lot does not meet quality standards either!
If required, I am willing to send samples to an independent expert for verification.
The company say they cannot accept returns when the fabric is cut, yet they sent me two rolls, one of which contained only 3.5m!! (see photo)
This was a substantial order, (49 yards) and they should be able to accept a return, especially since they claim that their other customers find the fabric satisfactory.
I note that the original fabric has the ***** logo and the provenance (England) printed on the selvage edge, while this fabric does not carry the ***** name, (see photos) nor do the supporting import documents give any clue as to the provenance, which is odd. However, the important issue for me is the very poor quality of the product.
I hope this is helpful, and I look forward to getting the issue resolved promptly.
Kind regards,
****
Initial Complaint
07/05/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
I placed an order for ******* ******* ***** and white ***** wallpaper 2 rolls ($77.40) . I received an email from the seller on 6/15 saying it was about to ship with a tracking number but no tracking info. was ever available using that number. I contacted the business via text as suggested on their contact us page. i received 1 response saying they thought UPS "probably lost it" and that they were going to contact *******. I never have received another response from them despite making several attempts to get them to answer. I have been very patient and I have request a refund but they have not made any attempt to communicate with me beyond that initial response. I would like a full refund for the items which were never received.Business response
07/17/2023
Good afternoon,
My apologies, the original item was shipped via UPS ****************** and apparently they lost the package. We made a claim immediately with UPS as well as the vendor. After a longer than usual delay, the manufacturer ******* finally reshipped the product via FEDEX ************ and its due on 7-18-23.
Thank you, John
Initial Complaint
05/19/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Resolved
I ordered a roll of wallpaper on 4/30/23 for $303.63 on **********************. The website claimed a 1-3 business day fulfillment timeframe. John contacted me and said the minimum order was 2 rolls so I authorized adding another roll to my order for 293.63 on 5/6/23 and also asked for a ship date. I have called, left messages, emailed, texted several times since then and have yet to received another correspondence and believe this is a scam site. I have contacted my credit card company to dispute the charges since there are no other options available on their site to cancel my order.Business response
05/24/2023
Good morning,
I just ran the credit on the billing as you requested. This is 100% my fault and I am sorry. My kids were finishing school and we had lots of extras going on, but I take responsibility.
I am sorry *******,
JohnCustomer response
05/24/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and I accept it.
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Customer Complaints Summary
5 total complaints in the last 3 years.
3 complaints closed in the last 12 months.