ComplaintsforK&A Custom Fabric and Hardware

• Initial Complaint

  04/03/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed an order with this online business. Started to have some second thoughts about an item. So I emailed. Got a cryptic reply. So I responded and asked if I could pay shipping. Another cryptic reply. Before I knew it, this business that claims to be known for customer service, cancelled my order. Now I have items coming from several other online businesses to match what I order From her. I was given any options and the order was canceled without asking me what I wanted. She really went out of her way to alienate me.

  Business response

  04/04/2024

  Customer was unhappy with our well and often-stated turn-around-time (***). The *** is posted in multiple locations as well as our primary advertising location (private **************** We have strict deadlines with our overseas suppliers that result in very small windows for purchase order modifications.
  In these situations we typically cancel orders with a full refund, as was the case here. Special requests such as split shipping, order modifications, or attempts to combine shipping for multiple orders are not allowed.
  We run on a very slim time and labor budget in order to provide our customers with affordable prices. These requests eliminate our margins and introduce opportunities for mistakes, which only compound the problem.
  
  To repeat, customer has been made whole with a full refund. We will strive to make the *** even MORE clear going forward.
  
  We apologize for any miscommunication that *** have occurred.
  

  Customer response

  04/04/2024

   
  Complaint: 21515328
  
  I am rejecting this response because:

  i had no issue with her company policy. Ive only made 1 order previously with them for hardware. Im not even sure Im part of the ** group she mentioned, I rarely use **. According to her web page, fabric order would be placed after the following presale period. So I was under the impression it hadnt even been ordered yet . BUT, thats still not my problem. I simply asked if the Oder could be split so I could receive RTS items first. All she had to say was, Im sorry, the fabric has already been ordered. Instead I got a nasty response about its printed on her web page. So I offered to pay shipping. Again, I received a cryptic non responsive reply. My order was cancelled without making the offer first. I was shocked a business owner would treat a customer like that. I wasnt given the option. Thats the second issue I had. All she had to say is the order had already been placed and given an estimated turn around time, with an offer to cancel the order if necessary. 
  

  instead she over reacted, effecting more then her business. There are people that promote her business that Ill no longer support. I was also going to offer to buy the fabric that was ordered so she wouldnt be stuck with the cost even though I no longer need it. But she can sit on it until it rots as far Im concerned. 
  

  Again, she over reacted with a nasty response. If she gave a friendly response, apologetically said its been ordered with an est TOT., I would have been disappointed but dealt with it. Clearly customer service isnt her forte. 

  
  Sincerely,
  
  ***********************

*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. ↩