Fabricmouse Avis 3

Totally ghosts emails and cases through PayPal very poor customer service. Avoid buying from this website.👎👎👎👎

Took my order, acknowledged it had been received and paid via Paypal. All communication then ceased. waited 9 days-no delivery,tracking code or communication at all. Rang their phone to be told it should have arrived and they will chase it and send a tracking code. No code was sent and so I cut my losses and Paypal refunded me. What a way to run a shop! Their email is not monitored, there is no number to text or message and the goods never arrive. I leave it to you to decide should you shop there. Customer service 0 website 0 (annoying popup ads. that disappear before you can read them, feel hookey, goods that do not arrive. All produce a bad feeling and prevent any future purchases. The choice is yours,my advice is avoid there are plenty of good sellers in the fabric market who are true enthusiasts.

I would strongly discourage anyone from using this company. Here are my reasons, and this is my story. My sewing machine recently stopped functioning and I needed to have it repaired. I called the manufacturer’s helpline, who diverted me to two repair shops that they endorse. Fabric Mouse happened to be the closest to my house, albeit over an hours’ drive one way. I called the company who said I’d need to pay a fee of £90 before I took it in, then they would take a look at it and diagnose the problem, and I’d have to pay extra if any parts were needed. So I paid the fee, took the machine in, and waited for a diagnosis.

Three weeks later (which was the week before Christmas), I still hadn’t heard anything, so I called and asked what was going on and if it be possible to have my machine fixed before Christmas. The chap on the phone said a new part was needed and that they were waiting for it to be delivered before it could be fitted. He said he’d take a look into the progress and get back to me. I didn’t actually hear back from him, but later that day I received an email to say the repair had been done and that it was ready to be collected, with no extra fee as it had been repaired without the need for a spare part. The penultimate day before Christmas, I took half a day off work, drove an hour and a quarter to the shop, picked it up, and drove an hour and a quarter home. Once, I got home, it was still not working. Nothing had changed, and nothing had been fixed. To say I was disappointed is a complete understatement! Wasted time, wasted fuel (which as you know isn’t exactly cheap at the moment) and even more wasted time in that I’ve got to sort this out AGAIN. It didn’t exactly ruin my Christmas, but it did put a dent in the joy of the season.

I immediately messaged the company on their chat function. No apology was given, no explanation, and no sympathy whatsoever. In fact, they were completely unhelpful. No refund was offered, the only thing they kept telling me was that I’d have to take it back to the shop, with zero awareness that being so far away, I can’t just ‘drop it in’. I explained this and asked if they could send me a courier label, and they said no. The other excuse they gave me was that this machine isn’t manufactured in the UK anymore and so they had to import parts. They compared it to an import car, and that three weeks would be a quick turnaround for an import car with no parts in the UK. As you can see this is absolutely absurd logic and irrelevant. The point is, they didn't fix it. Besides, this was once sold in the UK, in abundance. I didn't go abroad to get it. So three weeks turnaround is not fast when it's not fixed. It doesn't matter how fast you turn it around if it's not been fixed.

After all this, I left it over the break to ponder on what to do next. I decided to call up the second company that the manufacturer had given me, and, let’s just say, they get plenty of custom from disgruntled customers from Fabric Mouse. He agreed to look at the machine. I had to drive a bit further to get it to him, but we made a day of it, visiting some of the local area at the same time. He had the machine for just a few days and fixed it with no spare parts for £55 – about half the cost of Fabric Mouse. He showed and explained in great detail, that it was a simple spring that was the issue. He coincidently had another machine in at the same time with exactly the same fault. Only, their machine, the spring had snapped. My spring was entirely missing. No fingers of accusation are pointing at Fabric Mouse, but I do wonder what happened to the spring. The machine can’t operate without it, and I’ve used it for years before this problem, so therefore the problem could only have been a broken spring. You can make up your own judgement as to where the missing, broken spring went, but for me, I know where my suspicions lie.

So in summary, they are a shifty company in my opinion, they over-charge for services they don’t deliver on, and make excuses when things go wrong, with no apology. In the end I retrieved my £90 back from PayPal, but think about it, a reputable company who cares about its customers would OFFER their money back if they hadn’t delivered on services, not fight tooth and nail to keep money for services not given. Take my advice from my experience, steer well clear and go elsewhere.