Complaints

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.

• Initial Complaint

  Date:07/01/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  Ordered fabric on January 17, 2025. Material was backordered. Made several calls. Was told the fabric was coming in. Was charged $489.68 on April 10, 2025. Called again in May. Material still on backorder. Called again June 5, 2025 to be told material was still on backorder. Canceled order and was told I would receive a full refund and an email stating the refund. No refund received as of June 28, 2025. Called again July 1, 2025 was told they would reach out to accounting and that I would receive an email about the refund. They have had my money for almost 3 months now with no refund. Adding screen shot of the charge from my bank.

• Initial Complaint

  Date:05/02/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 OnlineFabricStore for pillow inserts on 1/6/25 for $135.38. Once the order was delivered I noticed 4 of the 6 inserts were too large and needed to be returned. I called the company for a Return Authorization label, returned the large inserts and went back in to the website to reorder smaller inserts. The company never gave me a refund for the pillow inserts I returned. The amount (not including shipping) was for $89.60. I have called and sent emails to the company and they were ignored. I even tried to go back into my account and nothing came up. When I called them I was told that my refund would be sent out by the end of day. No such luck. I called back again and spoke with a woman who agreed with me that I should be getting a refund but she said they would not cut the check and she didnt know what the problem was. This has been going on since January ********************************************************** Ive never had a problem like this with any company I have dealt with. ALL of my returns have been refunded.

• Initial Complaint

  Date:01/14/2025

  Type:Sales and Advertising Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 this order in August. The order was partially filled and the remainder was placed on backorder. I received regular emails telling ne that the items were still on backorder and giving me a date for when the order would be filled. A few weeks later, I would receive another email. I contacted customer support several times. On December 19th I was told that I could return the items I had already received and and they would cancel the remaining items. When I said I would like to initiate a return, I was then told that I could not return because it had been more than ********************************************************************************************************************** a reasonable amount of time, they stopped responding to me. The partial order does me no good as my plan was to make some blankets for my grandchildren and finding the same fabric somewhere else would be difficult, in order to have the different colors match in weight, etc. It is my opinion that they should not be accepting orders, if they cannot fill them in a reasonable amount of time.

• Initial Complaint

  Date:01/09/2025

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 received a duplicate charge for order #*******. I was charged $122.96 on 10/8/2024 and submitted a screenshot of my account to ******************** verifying my payment. The cambric and dacron, which I paid for at that time, was backordered. I received a second charge of $38.67 on 11/1/2024. This was a duplicate charge.I contacted OnlineFabricStore many, many times, asking for a refund of the duplicate charge, $38.67. OnlineFabricStore repeatedly ignores my communications.

• Initial Complaint

  Date:01/02/2025

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered 50 yard of 12oz canvas on Wed. Oct 23, 2024 at 8:53am and received a confirmation email. Order was $325.00 + $13.95 shipping - $25.00 discount for a total of $313.95. On Fri, Oct 25, I received an email from them saying the fabric had been back ordered and the estimated in stock date was Nov 15, 2024. Then crickets. I called them on Thur Nov 21, 2024 at 9:16am - no answer - and again at 1:30pm - was hung up on the first time but called back and got through on the second call. Was told the fabric was now back ordered until Dec 5, 2024. Then crickets. I emailed on Dec 12, 2024 at 8:29am asking for a status. Got a reply on Dec 13, 2024 at 9:57am that the fabric was back ordered - now expected to arrive on Dec 20, 2024. Was also told that their email system was not working properly and their IT dept  was working on it. You guessed it - crickets again. I called Dec 26, 2024 and asked for a status. Was told fabric was back ordered until Jan 20, 2025. I asked to cancel my order. Was told by ****** that my money would be refunded that day. I checked my credit card account online and no refund. Also no email from them. I called today, Jan 20, 2025, spoke with Arial and asked where my money was. I was told there was some kind of "billing error" and that the refund request did not go through but they would try again. Also got the now standard message that their email is not working but the IT dept  is working on it (for 2 MONTHS?) I would like my money.

• Initial Complaint

  Date:12/27/2024

  Type:Delivery Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 on 11/26/2024 for 2 yards of fabric It's now 12/25/2024 and my order has not shipped yet I sent them 3 emails which were ignored. I called 3 times and they said that their undersstaffed but it's going to be shipped in a few days So far I didn't hear from them

• Initial Complaint

  Date:11/25/2024

  Type:Service or Repair Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 10/23. It was not until I placed the order that I was told both items in my order were backordered. On 10/29 I contacted the merchant asking about alternatives that were not on backorder. I was not satisfied with the alternatives offered, so on 11/1, I requested the order be cancelled. On 10/31 I was charged, and on 11/1 the charge posted to my credit card. I did not receive a response to my email requesting a cancellation, so I sent an additional email 11/6. On 11/8 I was told I would receive confirmation of the cancellation. I did not receive that confirmation. On 11/16 I sent an email indicating I did not receive the cancellation confirmation. On 11/19 I received confirmation of the cancellation with this note: "The original "charge" was only a pending hold so there was never any money taken out of your account, as we only charge the card when an order ships. Please let us know if you have any other questions or concerns." On 11/22 I called OnlineFabricStore and explained that I had been charged for the order and that I was still waiting for a refund. They told me they needed to call me back after speaking to the billing department. They did not call me back. I called again on 11/22 and was told I had not been charged, even though I had been, and that the charge would fall off my credit card. The charge is still on my credit card.

• Initial Complaint

  Date:11/21/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 ordered a 4 x 24 x 108 High Density Upholstery Foam on 4/16/2024. Order #*******. After a lengthy back order, I emailed on 8/25/2024 and again on 8/29/2024 to cancel the order. No response. It finally delivered on or around 10/12/2024. I requested and received a return label from the vendor on 10/14/2024. I returned the foam from Order #******* per their instructions and have yet to be refunded. According to ***** tracking, the package arrived at their facility on 10/21/24 at 11:47am. I called **************** after it arrived at their facility, and I was told it takes up to 5 business days to get scanned in and refund processed. Based on that, I should have received the refund no later than 10/30/24. I have yet to receive a refund after emails to their customer service on 11/15/2024 and 11/19/2024.

• Initial Complaint

  Date:10/31/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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.

  On 7/18/24, I ordered 2 bulk material (#*******). Approximately 2 weeks later, I received one of the bulks. It wasn't what I wanted so I cancelled the order for the 2nd bulk and requested a return label for the one I received. On 8/7/24, I received the return label and returned the material on 8/8/24. I didn't hear from Online Fabric by 8/19/24 as to whether my return was received or not. I responded via email 8/19/24 and inquired on receipt of return and a refund. On 10/12/24, I received an email stating my request was received. I responded by inquiring why the refund was taking so long. Online Fabric responded via email on 10/14/24 stating "reached out to billing for refund".I made 3 phone calls to ************** throughout September and October inquiring as to why it was taking so long to get a refund, providing the original order #*******. All 3 times I was told that the refund would be expedited.The amount of $114.94 was charged to my bank account on 8/2/2024. This is the refund that has yet to be returned to me. This is why I'm seeking help from the BBB. Thank you.

• Initial Complaint

  Date:08/28/2024

  Type:Product Issues
  Status:

  UnansweredMore info

  Complaint statuses

  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 am a small business General Contractor home builder, and ordered a product from OnlineFabricStore for a clients homebuilding project. I sent an order back for a return, and the company will not refund my money. The Order #******* for $404.75 was placed on June 20, 2024. Item was back ordered for 5 weeks and arrived to me on July 30. The item was not as described online - the color did not match the online photos. Not a big deal, we've come to expect deceptive practices like that with online businesses these days. We applied for a refund and to send the item back as we could not use it. We were notified we would have to pay the cost of shipping the item back, the cost of a shipping label, and a 25% restocking fee - which is steep, but as this is their policy, we agreed. I mailed the products back and received a ***** confirmation that OnlineFabricStore received our return on August 7. That proof is attached to this complaint. Their website policy states refunds are issued 5-7 business days after receiving the product- I've also attached that screenshot. Now, almost a month later they have not processed a return, I have called and emailed (email thread also attached) them multiple times to get an update and they keep shoving me off saying they'll send it to their billing department, but nothing is being done, and none of their staff seem to care. Now they have taken my money, and the products I purchased and are not issuing the refund we agreed on. This is bad business, bad communication, and we've told them we will not shop with them again. I am asking the BBB to step in to simply get them to issue the refund we agreed upon.