“I found the website confusing and when I realised the material I had received wasn't what I thought I'd ordered, despite trying to explain the problems I had with the order, I was informed that a refund would be made only if I paid the price of returning the misorder. I was surprised by the company's intransigence in this matter, and frustrated that I have ended up out of pocket for what I consider was a totally understandable mistake.”
Hi,
First of all, I don't think it's very fair or useful for you to leave a 1 star product review, when this is a customer service matter. This review doesn't tell our customers anything about the quality of this fabric.
In terms of the customer service issue; as we explained over our emails, you ordered the incorrect material so you are liable to pay for the return.
I realise this was a mistake on your part; but the product name, the order confirmation and order invoice all showed that the colour you ordered was White/Royal Blue Stripes, not Blue/Teal Stripes. We sent you White/Royal Blue Stripes, and since it is your error, not our error, we are unable to pay for the return.
We have now received the return and it has been refunded.
I'm sorry if you've had a bad experience, but in this instance I think we have been fair.
Will
UK Fabrics Online
