ComplaintsforSpoonflower, Inc.

• Initial Complaint

  03/14/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  Purchased fabric from Spoonflower on March 6,2023 for *****. It was described and shown as red and white polka dot fabric. To be exact Patriotic 4th of July was used in the title. I received the fabric and contacted spoonflower because it is not as described. The fabric is not red. It was described as patriotic red and its orange with a white haze over the top. The company stated they cant control color. If it was a slightly different color red Id be ok with it but its ORANGE and again there is a haze over the top of the fabric . Its not the patriotic red as stated. If I wore than on the 4th of July people would be wondering what country I was from. Its Not even close to red. They refuse to do anything about it. They said I could by a swatch in the future. Im sorry but buying a swatch does not guarantee its going to be the same when its printed. This is clearly not what I purchased. By the number of complaints Im seeing online this is a typical problem with them. Sadly you only look at reviews after you purchase and have an issue. Sadly the refused to send a refund which is all Im looking for. I do not need orange hazy polka dot fabric. I ordered and expected Red and White ***** dot fabric.... Patriotic 4th of July like what is pictured.

  Business response

  03/16/2023

  Hello,

  It looks like the customer reached out on March 13 and March 14 to both the website for Spoonflower and to our third party store on Etsy. We have since replied to all attempts of communication and issued a full refund of the order on March 14th after the customer confirmed that they are unable to use the fabric sent to them. I have attached the communications and prrof of refund issued via Etsy.

  Thank you,

  *************************

  Head of Customer Support

  ********************

  Customer response

  03/17/2023

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************************

• Initial Complaint

  01/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  i bought 3 yards of "so called fleece "from spoonflower ,on dec 22nd,it came to 98.12 and they never even sent me an email confirming my order,so after waiting 5 days, i checked my credit card company and they had put in their charge dec 23rd on my credit card, but sill no email receipt sent to me ofr my records ,and no sign as to when it would be sent to me .i went to **** and to the seelar which was a joke as neither seemed to evenhave a record of my purchase..but i have printed out finally a record of the sale after a great deal of searching for it for 2 hours on ****...i sent a note to the sellars business as was usual to tell them the so called fleece" WAS NOT FLEECE AT ALL!!I COULD SEE THRU IT ,AS IT WAS SO THIN,AND NEVER COULD BE USED FOR A JACKET OR BLANKET AS ALL MY OTHER FLEECE FROM OTHER RELIABLE WEB SITES COULD BE USED..FLEECE IS MADE OF POLYESTER, AND THIS STUFF FROM SPOONFLOWER FEELS LIKE SOME TYPE OF VERY THIN COTTON,BUT JUST NOT SURE..ITS AWFUL ,AND I SENT IT BACK TODAY ,AS THEY NEVER SENT ME A SHIPPING LABEL AS I HAD ASKED THEM FOR,SO NOW IT HAS COST ME 98.12 {FOR NONFLEECE FABRIC}PLUS 14.50 FOR PRIORITY MAIL COST FOR THE FABRIC TO BE RETURNED..I WANT A TOTAL REFUND ASAP..ILL NEVER USE THEM AGAIN,AS I HAVE A SAMPLE OF THE REAL FLEECE THAT I THOUGHT I WAS PURCHASING ,MY REAL FLEECE {SAME PINK PLAID COLOR}CAME FROM A CANADA FABRIC WEB SITE,AND THE FLEECE WAS PERFECT AND SO LOVELY!!MY ADVICE IS DONT DEAL WITH SPOONFLOWER AS YOU WILL NEVER GET ANY GOOD SERVICE AT ALL.THANKS,****** ***** ** *** ** ************* *****

  Business response

  01/05/2023

  We are sorry for the disappointment and it looks like Ms ***** has been in communication with our customer support team throughout the entire order experience. We are attaching two different sets of communications our customer support team had with Ms *****. We are unable to process a refund for an order if it is being disputed and we have shared this in our communication. We are happy to come to a resolution on her terms once the dispute has been closed and we can continue communication in email from there. Thank you! 

  Customer response

  01/05/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID 1*******, and find that this resolution is satisfactory to me.i have already sent back the fabric on jan 4th, 2023 at 2;09 PM,AND I HAVE A TRACKING NUMBER ,SO I WILL KNOW WHEN THEY RECEIVE IT .I SENT IT PRIORITY MAIL FOR 14.70 ..I AM BEING RESPONSIBLE  AS A CUSTOMER , SO I CAN GET A REFUND  WITHOUT PUTTING THE BURDEN ON MY CREDIT CARD COMPANY THAT IVE HAD FOR MANY YEARS...I WOULD NOT HAVE NEEDED TO ALERT MY CREDIT CARD CO. IF SPOONFLOWER HAD JUST SENT ME AN EMAIL AS A RECEIPT TO SHOW THAT I HAD PURCHASED THE PRODUCT AS SOON AS I BOUGHT IT ,THIS WOULD NOT NEEDED TO BE REPORTED TO MY CREDIT CARD COMPANY..ALSO THE PRODUCT WAS INFERIOR AND WAS NOT AS ADVERTISED ,SO I ONLY REALIZED THAT FACT,WHEN I OPENED IT AND SAW IT WAS NOT AS ADVERTISED AT ALL..IT EVEN SAID THE WORD "FLEECE" STAMPED ON THE FABRIC!BUT I HAVE SAVED ALL MY DOCUMENTATION ON THIS PURCHASE,AND ILL BE SENDING IT TO THE CREDIT COMPANY AS SOON AS THEY LET ME KNOW WHAT THEIR INVESTIGATION SHOWS...BY THE WAY,IVE ALREADY PAID MY CREDIT CARD BILL FOR THAT FABRIC ON MY LAST BILL.SO ITS DONE!THEY ONLY CREDITED ME TEMP. IN ORDER TO INVESTIGATE THE COMPANY .AND THAT IS FINE WITH ME AS SPOONFLOWER NEEDS TO BE INVESTIGATED..
  Sincerely,
  
  ****** *****

   

• Initial Complaint

  11/24/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The item received was offensive to me

  Customer response

  11/27/2022

  I received the wrong fabric and what I received had offensive wording on it.

  Business response

  11/28/2022

  I have found the communication between Ms ***** and our customer service support agent. It appears Ms ***** accidentally received somebody else's order in lieu of her own. Our support agent immediately set up a new order to have her original order reprinted and reshipped to her with expedited delivery at our expense. I do not see a request for a refund included with any of her communications, but we can certainly cancel the reprint order and issue a refund instead if she would prefer. 

• Initial Complaint

  06/20/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I ordered some fabric, the pattern was too large I canceled it The same day. 14 business days ago they said they issued a refund I have never received it $120.85. The order number was ********. My name is ***** ******* my phone number is **** ********

  Business response

  06/21/2022

  We issued a refund of the customer's order on June 1st (the same day she requested it).  The refund was issued back to the card ending in -**** via our third party payment system - ******.  The ID for that specific refund transaction is re_*************************  We have also emailed the receipt for the refund transaction to their email via ****** as well. I have attached a pdf of our communications with her. We have since instructed her to reach out to her bank as to what might be preventing the refund from showing up.
  

• Initial Complaint

  02/15/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 1/5/2022 I ordered 4 yards of fabric, 2 yards of pink and 2 yards of purple fabric. I received a shipment notification on 1/11/22, but never received the shipment. I notified customer service on 1/28/22 that the shipment appeared to be lost. They stated they would send a replacement order. I received the so-called replacement order which consisted of 1 yard of pink and 1 yard of purple fabric. when I notified them on 2/13/22 that the replacement order was not the quantity I ordered, they stated that I should have specified the quantity when I ordered the fabric. Totally bogus response since I DID state the quantity on the order. At this point I just want a refund.

  Business response

  03/02/2022

  Business Response /* (1000, 5, 2022/02/18) */ I am sorry to hear of the customer's experience with us! I see that our team worked with the the customer and she has been issued a refund in the time since this was posted. We are happy to help them with anything else if they should reach out to us again here: *********************************************************************************

• Initial Complaint

  02/10/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Nature of dispute: ordered 2 queen size duvets--both duvets reek of a chemical smell--washed them with vinegar, baking soda, etc. They continue to smell so strongly of chemicals that neither have ever been used. I contacted the company--they said they were sorry my duvets smelled. They said it was because they were stored in their plastic wrapper for 3 months while we were doing house repairs. They stated that all of their inks are water based and "Free of lead and phalates". I contacted the company in 11/21--received my order in 9/21. They offered no other recourse at the time. It is now 2/22 and the duvets still smell of chemicals. One duvet cost $166.20 and the other one cost $174.03.

  Business response

  02/15/2022

  Business Response /* (1000, 5, 2022/02/11) */ We responded to the inquiry on Nov 8, 2021 with the information they originally requested: "Please give me enough details that I can know what I am dealing with for these duvet covers. Thank you." There was not a request for a refund, nor was there a reply to the information offered on Nov 8. We would be happy to provide any additional assistance to the customer if they should reply to our response. Consumer Response /* (3000, 7, 2022/02/14) */ I am not satisfied with Spoonflower's response. They were very dismissive of the problem by telling me the odor resulted from having stored the duvets in a plastic bag. They did not mention CUSTOMER SATISFACTION but only referred me to their files on printing and gave blanket statements about the product not containing lead/phalates. I tried to air them out these past months but to no avail. That is why I am contacting Spoonflower and BBB NOW instead of earlier. I am asking for a refund for an unusable product that they made. ************** Business Response /* (4000, 9, 2022/02/15) */ Seeing that the customer is unable to use their custom printed/sewn orders, we would be happy to sort out compensation for their duvet covers if they reach out to us through our proper channels here: ********************************************************************************* We definitely want our customers to be happy with the products we create for them, but can always work through a resolution when they are not. Thank you!

• Initial Complaint

  05/17/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Ordered from Spoonflower 3 fabric squares. They did not arrive as shown in preview at purchase. I called no answer spent 6 hours "chatting" with rep who promised it would be done correctly and resent . Came the second time even worse ! These are being used for a custom project I paid over 500 for and I do not appreciate the terrible customer service. If this is not immediately reprinted and I do not receive a call from a rep confirming all of this I'll be filing a claim in small claims court for the price of my ruined project plus my wasted time !

  Business response

  06/10/2021

  Business Response /* (1000, 15, 2021/06/10) */ It's certainly unfortunate this customer feels this way about her experience with Spoonflower given the multiple calls, order reprints, refunds and credits we provided to make it right with her experience. We spoke to her by phone on two occasions to help her with these custom project needs and reprinted and overnighted the new prints to her when she expressed dissatisfaction with the positioning of the images on the fabric. This is after we refunded her for the order. When she said again it did not meet her expectations, we provided additional credit to her for the project on top of the refund. We stand behind our happiness guarantee and hope she will reconsider her BBB claim given we have done everything possible to address her concerns and ensure the best experience with Spoonflower.

*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. ↩