On June 11 we contacted Tom at Resist Flame company asking for a quote to have our client's fabric paper backed so that it could be hung on the wall. Our fabric is an expensive fabric from Schumacher costing $4399.20
On June 14 we received a quote for $728.50, and paid it in full, from Andrea at Fabric Finishing Partners (this is when we learned the same company goes by two different names). We asked for the fabric to be paper backed and they said it would be a non-woven backing. We also notified them at that time our client needed the fabric by the start of July.
All of July and August we sent multiple emails to them because we hadn't received any tracking information. Finally on September 4, they responded to us with tracking information, apologizing for their mistake and saying "we messed up".
On September 6, we received the non-woven backed fabric and learned that it was defective. On September 11, we paid an additional $185.29 to overnight ship the defective backed fabric back to them to fix their mistake.
Since September 11, we have made weekly calls, emails, left voicemail messages, all to no avail. We paid for this service in full, plus additional shipping costs because of their deficiency. When we have been able to speak with either Tom or Andrea or their assistant on the phone, we are told it will be sent out in 2 weeks. When we call back 2 weeks later, we're told it'll be another 2 weeks.
At the start of October we were told the fabric is in the mail. After many attempts to get an estimated arrival time, we were finally told last week we would have the fabric on Monday, October 15. Today is October 16, and we have called 5 times to get tracking information, which Tom says he has to talk to his ship center to get that information.
I called back a few hours later, although he promised to call me right back with the shipping information, and their assistant told me Tom was with another customer. I asked to speak with Andrea and she said Andrea would not speak with me because Tom was taking care of it. All I wanted was the tracking information, which is easy enough to provide if they have in fact shipped our fabric.
Currently, they are holding our $4399.20 fabric and will not return it to us, and they not doing the service we have paid $913.79 in full for. In total, they have ripped us and our client off in the amount of $5312.99.