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DF sent me dirty fur, will not honor exchange past 72 hours
SO I ordered this fur back in February as part of a few hundred dollar order from Distinctive Fabrics. http://www.distinctivefabric.com/
I have purchased thousands of dollars worth of fur from them over the years and until now had not had any problems. I had full trust in DF products.
The fur came nicely folded in a clear bag, it looked fine, and I did not need to use it for a while, I merely got it super early because it was on sale and so as not to miss the customer's deadline, so I popped it into storage.
It is now time to start the customer's suit. I unbag the fur to find the only part that is clean is the part folded onto the outside >:C
I contacted them and they merely directed me to their return policy stating that "Damaged, flawed and incorrect pattern/color/yardage must be reported within 72 hours."
I have been a loyal constant customer for years now, and have purchased thousands of dollars worth of fur from them, and it really upsets me that they gave me the cold shoulder (and trust me, I let them know this. This was the last straw on an already foul day aka "Hulk mode achieved, Beastcub MAD")
I feel that this is a case they should make an exception for, this fur is obviously dirty and should not have been sent to me, the filth is not something as easy to overlook during order processing as a dyelot change or even small holes or creased fibers. This is also not a production flaw like creasing, holes or a dyelot change, this is a case of product mishandling... I also cannot help but feel that the way it was bagged may have been intentionally misleading and I was sent the fur in hopes I would not notice it was dirty.
I know they claim I should have checked for "damage" right away, and maybe I should have checked it right away, and had it been "damaged" I might have just sat on my hands and shut up... but this is not "damaged" it is "dirty" I SHOULD NOT have to check to make sure my newly purchased product is not DIRTY. When you order a new shirt online you may expect a problem like it being the wrong size or even to find some loose stitching or an off-center print, but you would not expect it to be dirty.
I know some folks reading this will directly side with DF's terms of sale, and I realize this is an "on the fence" issue when it comes to just how much at fault DF is in not offering an exchange, and I respect your opinion if you side with DF... but I personally have a major issue with the fact I am sitting here feeling punished and out $80 for merely not checking to be sure my fresh new product was not filthy :[
Imagine if a fursuit maker did this, if they knowingly sent a suit with a big ol stain on it and said they were gonna do nothing about it when approached on the matter because the customer did not unbox it within their 3 month warranty... that would not fly in this fandom.
Despite years of trouble free patronage this whole thing has made me seriously reconsider working with Distinctive Fabrics in the future, especially since there is very little they exclusively carry.
They have proven a great source of fur in the past due to honoring CA business licenses by waiving state taxes, being one of the cheaper sources, and being in the same state as me thus expediting shipping times... but the lack of customer loyalty they just showed me is very disheartening...
I now have to try and clean this fur, and if that fails (which I suspect it will, you cannot use hot water on fake fur and this kind of grime tends to not come clean) I will have to spend another $80 plus shipping at someplace else (alas, they had this fur cheap in LA, had I known then what I know now I would have bought it there) and all the while my customer project has been officially delayed :(
So, yeah... if you choose work with DF, check your fabric upon arrival, it is clear to me now that they will send fabric with obvious issues and if you fail to report the issue within 72 hours you are stuck with it even if you have been a loyal customer for years.
I have purchased thousands of dollars worth of fur from them over the years and until now had not had any problems. I had full trust in DF products.
The fur came nicely folded in a clear bag, it looked fine, and I did not need to use it for a while, I merely got it super early because it was on sale and so as not to miss the customer's deadline, so I popped it into storage.
It is now time to start the customer's suit. I unbag the fur to find the only part that is clean is the part folded onto the outside >:C
I contacted them and they merely directed me to their return policy stating that "Damaged, flawed and incorrect pattern/color/yardage must be reported within 72 hours."
I have been a loyal constant customer for years now, and have purchased thousands of dollars worth of fur from them, and it really upsets me that they gave me the cold shoulder (and trust me, I let them know this. This was the last straw on an already foul day aka "Hulk mode achieved, Beastcub MAD")
I feel that this is a case they should make an exception for, this fur is obviously dirty and should not have been sent to me, the filth is not something as easy to overlook during order processing as a dyelot change or even small holes or creased fibers. This is also not a production flaw like creasing, holes or a dyelot change, this is a case of product mishandling... I also cannot help but feel that the way it was bagged may have been intentionally misleading and I was sent the fur in hopes I would not notice it was dirty.
I know they claim I should have checked for "damage" right away, and maybe I should have checked it right away, and had it been "damaged" I might have just sat on my hands and shut up... but this is not "damaged" it is "dirty" I SHOULD NOT have to check to make sure my newly purchased product is not DIRTY. When you order a new shirt online you may expect a problem like it being the wrong size or even to find some loose stitching or an off-center print, but you would not expect it to be dirty.
I know some folks reading this will directly side with DF's terms of sale, and I realize this is an "on the fence" issue when it comes to just how much at fault DF is in not offering an exchange, and I respect your opinion if you side with DF... but I personally have a major issue with the fact I am sitting here feeling punished and out $80 for merely not checking to be sure my fresh new product was not filthy :[
Imagine if a fursuit maker did this, if they knowingly sent a suit with a big ol stain on it and said they were gonna do nothing about it when approached on the matter because the customer did not unbox it within their 3 month warranty... that would not fly in this fandom.
Despite years of trouble free patronage this whole thing has made me seriously reconsider working with Distinctive Fabrics in the future, especially since there is very little they exclusively carry.
They have proven a great source of fur in the past due to honoring CA business licenses by waiving state taxes, being one of the cheaper sources, and being in the same state as me thus expediting shipping times... but the lack of customer loyalty they just showed me is very disheartening...
I now have to try and clean this fur, and if that fails (which I suspect it will, you cannot use hot water on fake fur and this kind of grime tends to not come clean) I will have to spend another $80 plus shipping at someplace else (alas, they had this fur cheap in LA, had I known then what I know now I would have bought it there) and all the while my customer project has been officially delayed :(
So, yeah... if you choose work with DF, check your fabric upon arrival, it is clear to me now that they will send fabric with obvious issues and if you fail to report the issue within 72 hours you are stuck with it even if you have been a loyal customer for years.
Category All / Fursuit
Species Unspecified / Any
Size 589 x 1280px
File Size 197.4 kB
Could you contact them once more and try to talk to someone else? And if you haven't asked for a supervisor, do that. Call center reps of any kind are tasked to try to resolve the situation without escalation. And if they got you to hang up in frustration, they succeeded.
A supervisor (or manager if need be) can always rule against a 'store policy'. Always.
Good luck!
A supervisor (or manager if need be) can always rule against a 'store policy'. Always.
Good luck!
You probably won't hear back. You'll need to contact them and demand to escalate until they oblige. You may have to threaten to contact your credit cared company to refute the charges.
At some point, you very well may determine that the hassle isn't worth the 80$; I just know how the game must be played if that is what you want to do.
And I'm sorry. :(
At some point, you very well may determine that the hassle isn't worth the 80$; I just know how the game must be played if that is what you want to do.
And I'm sorry. :(
I'm honestly surprised you haven't had trouble with them before. I stopped ordering basic fur from them because of shipping but when they were the only ones that I could order from for certain fur I had a heck of a lot of trouble and trying to deal with customer service there was a joke. The people on the phone sounded like they were at a party at all times when they answered Dx
I hope you can get it clean, I know what it's like to be disappointed in online bought fabric.
I hope you can get it clean, I know what it's like to be disappointed in online bought fabric.
Have you used our all-mighty god folex? I've used it to get out some serious shit, even grease from a bicycle chain and sharpie marks. It's worth a shot at only like...3 bucks a giant bottle? I really hope you can save it, as I don't have much hope DF will make things right. They lost my shipment three times before I called it quits.
Yeah, as you stated I am on the fence.
They really SHOULD NOT send any thing dirty and really would be nice if they would exchange it. Thats just bad customer service.
but then again, it was your fault for not checking on your items when you should have considering it was in their policy that returns were only good within 72 hours. I would never personally order something then just push it aside without even looking at it for months. That scares me to much.
They really SHOULD NOT send any thing dirty and really would be nice if they would exchange it. Thats just bad customer service.
but then again, it was your fault for not checking on your items when you should have considering it was in their policy that returns were only good within 72 hours. I would never personally order something then just push it aside without even looking at it for months. That scares me to much.
It was a huge order (they had a 24% sale, I stocked up on a whole year's worth of orders) and I had so much to put away, and of everything in the box this was the one thing that was more than a yard, which stuff over a yard I store folded/rolled vs hung up, and it was nicely rolled and bagged and the part that showed was clean so I just popped it on a shelf as-is.
As in yeah, the one time I don't check it is the one time there is a problem :[
So far the only other issues I have over the years is a different dyelot was sent than the sample fur, and they forgot a yard of fur in a large order, both of which were easily excusable problems in my book...
As in yeah, the one time I don't check it is the one time there is a problem :[
So far the only other issues I have over the years is a different dyelot was sent than the sample fur, and they forgot a yard of fur in a large order, both of which were easily excusable problems in my book...
ahhh, I can see how you would just shelf it then. Sadly I have heard so many horror storys from DF that I refuse to order from them. From horrible customer service to really poor quality, I just dont want to go through the hassle and anger because knowing me I would take that drive down and take the argument in there personaly if they messed it up lol
This is simply horrible. I can understand policy but for real the person who packaged this knew it was dirty. It's like buying a pack of socks and you store them away to use and you pull out a pair to find it used and dirty.
Not acceptable they could have at least gave you a free shipping coupon or something.
I personally don't deal with them too much any more unless I have to because I kept getting creased up fur which the crease cannot be removed. I turned to fabric .com for solids and fabric empire for every thing else.
Not acceptable they could have at least gave you a free shipping coupon or something.
I personally don't deal with them too much any more unless I have to because I kept getting creased up fur which the crease cannot be removed. I turned to fabric .com for solids and fabric empire for every thing else.
Everytime I got fur from DF I had weird crooked lines horizontally I wasn't able to brush it out and their fur sheds badly when brushing it. X: The only thing I really like from DF is the monkey shag that's the only good quality fur they have imo.
As someone suggested can you try to bleach it maybe? It sucks that you had to experience this so late. X:
As someone suggested can you try to bleach it maybe? It sucks that you had to experience this so late. X:
i kind of agree with pudgy, although it did seem like they tried to hide the dirtyness by making the most presentable side the first thing you saw. it really should have been checked, but i understand why you trusted them and did not check it.
Also, like Folfelit said, i've seen people take a almost black carpet to bright white with some folex and various foaming carpet cleaners/scrubbers. c:
I really hope you get this fixed though, it's a really awful situation when your trust for a company is ruined.
Also, like Folfelit said, i've seen people take a almost black carpet to bright white with some folex and various foaming carpet cleaners/scrubbers. c:
I really hope you get this fixed though, it's a really awful situation when your trust for a company is ruined.
While you technically are the one "at fault," this should be a no-brainer on the company's part. You don't screw customers, especially loyal ones. Yeah, sure, maybe you messed up, but they should be able to figure out you have a history with them, and a good one a that, and be able to help you out. At the very least, they should be offering to sell you the same thing at 50% of the usual price or something along those lines.
If I were you, I would type up a letter and send a picture directly to the CEO (or whatever their company head calls themselves) and their head of marketting if they're big enough to have one. Explain who you are, what your history is with them, what you do with their products, the situation with your customer having a delay, etc. It might not immediately get you your fur that you need, but it should get their attention and maybe get you compensated later on. I've done this with corporations like Wal-Mart and Target when I've had disputes, and I've usually come out the better for it (gift cards as apologies, etc.). As long as you can give them a detailed, coherent explanation in decent English (like you did in your description here), you should get a response.
TL;DR: Write their big bosses while you start hunting another source for the fabric.
If I were you, I would type up a letter and send a picture directly to the CEO (or whatever their company head calls themselves) and their head of marketting if they're big enough to have one. Explain who you are, what your history is with them, what you do with their products, the situation with your customer having a delay, etc. It might not immediately get you your fur that you need, but it should get their attention and maybe get you compensated later on. I've done this with corporations like Wal-Mart and Target when I've had disputes, and I've usually come out the better for it (gift cards as apologies, etc.). As long as you can give them a detailed, coherent explanation in decent English (like you did in your description here), you should get a response.
TL;DR: Write their big bosses while you start hunting another source for the fabric.
I used mendels.com they havent EVER steered me wrong, never had a bad order OR a fur issue with cuts jagged ect ect and they giet the fur to you WHEN they say and if something does go wrong they respond to you right away sure prices are a bit (26.99 a yard for 2 inch pile fur give or take) but the quality is great and so is the service ive been screwed over SO many times by DF seriously..
Mendels costs more, but having visited their location I respect them and the one time there was a problem they gave me superb customer treatment not requiring I send back the damaged fur at all and sent me a replacement with free shipping right away. The damage to the fur was due to being end of bolt, it was not terribad at first glance so I can see how I was sent it in the first place, but it was the kind of creasing I cannot fix and they took my word for it and fixed the problem I had.
Oh man, I can only dream of what going to an actual fabric store/warehouse thing must be like. the closest I have in the area is Joanns ~_~; THOUGH if I ever manage to get waaaay out west to the LA fashion district where all these awesome stores happen to be, I'm gonna be toting back a small fortune in furs XD I've seen a few pics of what people have gotten before, and it looks like heaven.
It's great that they're super customer friendly though. That's a MAJOR factor in to where I decide to shop from, so eatting the slightly higher costs for guaranteed good vibes looks like it'll be worth it :3
It's great that they're super customer friendly though. That's a MAJOR factor in to where I decide to shop from, so eatting the slightly higher costs for guaranteed good vibes looks like it'll be worth it :3
I honestly wont work with them unless it's absolutely necessary. I count you lucky this is the first real problem you have had with them. They have sent me fur with dirt, holes, dead bugs, uneven cuts, fur that looked like someone took a shavers to it, and even the WRONG FUR. The last time I got the wrong fur they wouldn't even honor the 72 hour rule. I even got green sparkle fur with huge patches of red sparkles in it...how they even did that is beyond me. And they also are notorious for folding the bad parts in.
I'm sorry you had to go though this. On the note of cleaning it though, I use Bissel pet spot and odor remover, I haven't been able to find the spray bottle of it as of late but but there are pour top bottles. It' s meant for carpets but I use it on Oracle regularly and its never damaged the fur. In fact it come out almost new and even takes out those pesky black escalator stains you get on your feet paws. So far its the best thing I've found and with the stains in your picture might be the only thing strong enough to get that stuff out. It seems to cut oil really well and that looks like machine oil and cardboard dust from the manufacturer. (Worked in a factory) my cloths would look like that almost exactly at the end of the day.
I'm sorry you had to go though this. On the note of cleaning it though, I use Bissel pet spot and odor remover, I haven't been able to find the spray bottle of it as of late but but there are pour top bottles. It' s meant for carpets but I use it on Oracle regularly and its never damaged the fur. In fact it come out almost new and even takes out those pesky black escalator stains you get on your feet paws. So far its the best thing I've found and with the stains in your picture might be the only thing strong enough to get that stuff out. It seems to cut oil really well and that looks like machine oil and cardboard dust from the manufacturer. (Worked in a factory) my cloths would look like that almost exactly at the end of the day.
I've seen so many problems with them the past year: sending creased fur, matted end of the roll fur, and even cotton print fabric instead of fur! Since fabric.com let's me order half yards and carries the same fur, I order from them and have never gone back to DF. Their customer service is abysmal at best, and they plainly just don't give a shit anymore.
I used stain remover spray then popped it in the washing machine with detergent on cold.
If that fails I will risk another run through with warm water and detergent because dangit I am not gonna risk wasting my time hand-scrubbing near 3 yards and risk it still looking gray. If it does not come clean in warm water or gets damaged in the warm water (fake fur melts really easy) I will just get new fur from Big Z Fabrics :/
If that fails I will risk another run through with warm water and detergent because dangit I am not gonna risk wasting my time hand-scrubbing near 3 yards and risk it still looking gray. If it does not come clean in warm water or gets damaged in the warm water (fake fur melts really easy) I will just get new fur from Big Z Fabrics :/
I have had a LOT of trouble with DF. I am surprised this is the first time you've had an issue with them.
They have sent me:
Dirty fur like this, also folded in a way I would not notice
Uncured vinyl
Fur so crumpled and creased it was not usable
Fur just thrown into the box
Fur thrown into the box with no plastic
Wet fur that had mold in it
Fur poorly stitched together with yarn
Most of this was in the same order. When I asked for refunds, a employee literally told me to f**k off.
I do not use DF anymore and I tell everyone I know not to.
They have sent me:
Dirty fur like this, also folded in a way I would not notice
Uncured vinyl
Fur so crumpled and creased it was not usable
Fur just thrown into the box
Fur thrown into the box with no plastic
Wet fur that had mold in it
Fur poorly stitched together with yarn
Most of this was in the same order. When I asked for refunds, a employee literally told me to f**k off.
I do not use DF anymore and I tell everyone I know not to.
Good grief! D: I've heard so many horror stories (and seen pics posted of ripped/slashed fur that had been poorly stitched-up with yarn, and then folded-up to try to hide it), I will NEVER order from them again. (I've only ordered some minky fabric from them years ago.)
I know what to do! Here's a trick I've done a few times that has really whitened furs safely and gently.
Take about
3 cups white vinegar
3/4 cup baking soda
2-3 cups Folex cleaner
Enough laundry detergent to create suds (non-softening!)
Add all this to a bath of luke warm water, scrub with your fingers, and let soak for several hours. Drain, toss in the washing machine, and finish on cold/gentle!
I did this to a bodysuit and hand paws that were 6 years old and they ended up brighter than when they were new!
Take about
3 cups white vinegar
3/4 cup baking soda
2-3 cups Folex cleaner
Enough laundry detergent to create suds (non-softening!)
Add all this to a bath of luke warm water, scrub with your fingers, and let soak for several hours. Drain, toss in the washing machine, and finish on cold/gentle!
I did this to a bodysuit and hand paws that were 6 years old and they ended up brighter than when they were new!
This just got posted on Facebook under fursuit makers.. You've seemed to have difficulty finding fur lately, hopefully this will garner up a new source for you..
https://www.facebook.com/notes/furs.....58743717483761
https://www.facebook.com/notes/furs.....58743717483761
Have you tried to call them? Tell them youre a regular buyer that orders stuff in the range of thousends of dollars and the reason till why you havent discovered the dirt untill now.
I think the reason til theyre rules are that the longer an item lies the easier it is for it to collect dirt if nots stored properly and all that time its out of theyre controll. So they need a time limit where the customer cant claim charges on them like any seller would do.
But yea, its always a good thing to check items on arrivial and definately make them a phone call, yes?
I think the reason til theyre rules are that the longer an item lies the easier it is for it to collect dirt if nots stored properly and all that time its out of theyre controll. So they need a time limit where the customer cant claim charges on them like any seller would do.
But yea, its always a good thing to check items on arrivial and definately make them a phone call, yes?
As a caution, I believe FabricExchange is ran by the same people as DF. I can't verify with 100% certainty the warehouse staff is the same, but I have sent customer service inquiries to DF and received replies from a thefabricexchange.com email instead. ^^;
I've had problems with their dye lot being completely off from their photo, I just sent mine back and had a refund, but I can see that's still a problem since its been over a month... Let's just hope washing it will work, but you are right, that fur is filthy and it should be the provider's job to make sure the product isn't dirty or damaged when sent.
dude use this stuff https://www.amazingwhipit.net/index.php?route=product/product&manufacturer_id=11&product_id=50
Ive used it on EVERYTHING fursuit related its like woolite but will cut the time in half when cleaning and twice as much grime. (was able to get sat in car grease and red wine out with ease) Its either that or carpet cleaner depending on how dirty it is...but that stuff damages the fur some times. Also if you get the whip it make sure you get all of the soap out, one bad part about its good cleaning is it will leave a sticky feeling. Just rinse it one or two times. I found this out thankfully using test strips of fur. Woolite wont leave a sticky feeling if you didnt get it all. *shrugs*
ugh ive herd so many things about DF. But its always a hit and miss thing and i dont quite get that. They should offer you an exchange if you have the receipt, you know? Like every OTHER store. I dont get why they wont at lease do that. hmm If you paid with paypal you CAN use them instead to get what you want. You have pictures and what not. Try threw them to get new fur?
Ive used it on EVERYTHING fursuit related its like woolite but will cut the time in half when cleaning and twice as much grime. (was able to get sat in car grease and red wine out with ease) Its either that or carpet cleaner depending on how dirty it is...but that stuff damages the fur some times. Also if you get the whip it make sure you get all of the soap out, one bad part about its good cleaning is it will leave a sticky feeling. Just rinse it one or two times. I found this out thankfully using test strips of fur. Woolite wont leave a sticky feeling if you didnt get it all. *shrugs*
ugh ive herd so many things about DF. But its always a hit and miss thing and i dont quite get that. They should offer you an exchange if you have the receipt, you know? Like every OTHER store. I dont get why they wont at lease do that. hmm If you paid with paypal you CAN use them instead to get what you want. You have pictures and what not. Try threw them to get new fur?
I have had better luck with their parent company thefabricexhange, i put in the notes section for explicit instructions and explain how I cannot make items for my customers with creased or dirty fur and that it would be a waste of both of our time if I have to send it back to them. I've had no issues with them :)
I just recently had an awful experience with DistinctiveFabric as well.
Thank god I checked the fur I got right on day one! I've already sent it back and hope that they refund me.
I swear their customer service department is just two people; David, and EVA.
Seeing this just makes me want to swear them off for good!
Thank god I checked the fur I got right on day one! I've already sent it back and hope that they refund me.
I swear their customer service department is just two people; David, and EVA.
Seeing this just makes me want to swear them off for good!
A few months before AC'14, I ordered their standard DF long hair fur in white as I have many times before. This time the backing was like sandpaper, scratchy and starched to the point that it could stand up on its own. I was in such a rush that I couldn't exchange it. Using it on anything that touches skin would cause a rash and its not pliable enough for jointed areas like arms, knees or handpaws.
I was desperate and tried to wash a cut-out square in the washing machine with lots of fabric softener to see if I could get it to soften up, but it stayed starchy and scratchy. Now I have 4 yds of this stuff and I don't know what to do with it. :P
Not sure whether to order more from them now that some time has passed or try a more expensive place like Mendels. Ugh.
I was desperate and tried to wash a cut-out square in the washing machine with lots of fabric softener to see if I could get it to soften up, but it stayed starchy and scratchy. Now I have 4 yds of this stuff and I don't know what to do with it. :P
Not sure whether to order more from them now that some time has passed or try a more expensive place like Mendels. Ugh.
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