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CB Business and Industrial DIY Upholstery Supply

The good, the bad, and the ugly - discover what customers are saying about DIY Upholstery Supply

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6:30 am EDT
Verified customer This complaint was posted by a verified customer. Learn more

DIY Upholstery Supply FAILURE TO SEND PAID ALL OF PAID ORDER

I ORDERED SUPPLIES TO MAKE 2 OTTOMANS. I PAID FULL AMT OF $250.00
THE ORDER ARRIVED WITHOUT ALL THE PARTS AND THEY REFUSE TO SEND THEM OR EVEN ADDRESS MY COMPLAINT. WHEN I CALLED TO REPORT THE MISSING ITEMS THE WOMAN WHO ANSWERED SAID THAT THE OWNER WOULD HAVE TO CALL ME BACK BECAUSE ONLY HE CAN DEAL WITH COMPLAINTS. NEEDLESS TO SAY NO CALL AND NO RESPONSE TO MY EMAILS TO THEM AND NOW WHEN I CALL THEY DO NOT PICK UP THE PHONE.
DO NOT DEAL WITH THIS COMPANY! VERY FRUSTRATING AND UNSATIDFACTORY SERVICE.

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1:44 pm EDT
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The complaint has been investigated and resolved to the customer’s satisfaction.

DIY Upholstery Supply No refund, rip off

I placed an order for furniture legs and casters on 2/25/09. When I did not receive the order after a few weeks, I called and was told the items were on back order. I called every few weeks checking on the items and was always told they were on back order. I foolishly waited 4 months before cancelling the order on 7/8/09. Since that time I have been trying to get my money refunded. I have called and left multiple messages for the owner Kris and was always told he would call me right back. I have never received a single call. I have also sent multiple emails without a response. I just want a refund at this point.

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jen_m85
, US
Mar 04, 2015 4:10 pm EST
Verified customer This comment was posted by a verified customer. Learn more

This was an awful experience. I attempted to get supplies for a project within a certain timeframe. They apparently experienced bad weather, which prevented them from getting the product to me within the timeframe I needed. I paid them for expedited shipping, but did not receive the product. It took me 4 more days, an email, a voicemail, and 2 other representatives at the shop later to finally speak with the owner, who CLAIMS he emailed me the day it was supposed to ship out originally because they had more bad weather. I never received the email and told him all I wanted was the expedited shipping charge refunded. He REFUSED to refund $22 (of the almost $150 I spent) because he found it "interesting" that I never received his email saying it would be late. I found it interesting that he had such a lack of care for his customer and their disappointment in his service that he couldn't extend a simple gesture of customer service gesture. He was downright rude and told me he "didn't respond to threats" when I told him I would never be their customer again and was planning on letting my friends know about how rude he was. That was not a threat, that is a fact and a common customer response to an awful experience. I will NEVER be dealing with this disappointing service EVER again.

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K393
Mobile, US
Jun 20, 2014 4:37 pm EDT

It's amazing how so many people complain I have been working with DIY for three years now and have had great service Kris has endless skill and loves helping his clients with their project keep up the good work Kris

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g conway
char, CA
Jul 21, 2013 9:50 am EDT

Don't order here. Especially if you are ordering from Canada.
I ordered some fabric because the patterns were available in a wider variety than at my local retailer. However, the original bill of sale emailed to me, which I agreed to was $94( $50 for the fabric and about $40 for the shipping) . Then 2 weeks later... I finally get an email to let me know the order was being shipped. The bill was no longer the original $94 I agreed to pay, it was now $174.00. Almost double. I emailed, left a voice mail. Eventually I got a reply. Citing the fine print and explaining that I should have read it.
I think this is a two bit operation. I looked up Horn Lake Mississipi on google. I now have a better undestanding of the lack of proper experience with the exhange of goods and services.
And now it's been about 3 weeks since I placed the order... good thing I paid extra for shipping. There is no excuse for suprise shipping fees. If they have delivered internationally even once before they should have a better estimate or stick to the original agreed to price and not rely on the old buyer beware loop hole. Very dissappointed but short of driving down to Born again Lake I have no choice but to sit and shake my fists.
My advice, do what your mother says and "shop around".
Grace

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Track Princess
Austin, US
Sep 25, 2012 12:59 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

Wow! The owner is very combative when our order was shipped incomplete and accused my staff of lying. Apparently, he records phone calls and knows what was said (he must be quick bc he didn't know when I called last) and wasn't willing to play back our call. Hmm, sounds suspicious to me. And, aren't you supposed to announce calls are being recorded? The worst customer service I've ever experienced. First, I was told it was on back order, then I was told they forgot to pack it in the order. If you order something from this place, pray you get it all otherwise you'll be called a liar.

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DenverCustomer
Parker, US
Jun 04, 2012 1:27 pm EDT

I sent in a template for a custom made upholstery cushion twice . The first was on May 8th. I called DIY upholstery a week later and they said they never got it. I mailed another in a priority mail shipping box (return receipt requested) on May 21st. I received notice from USPS that DIY got it on May 24th. I called on May 30th to see what the status was on my order. The man who answered the phone said that it was on the owner's desk and that he would definitely call me about it. It was then that I started reading the other complaints on this website and figured that maybe that return call would not happen. I did some inquiring locally on June 1st and found a place that cut my foam that same day. I still have heard nothing from DIY and it is now June 5th. They obviously don't want any more business and need to take their website down.

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awitkamp
Northfield, US
Apr 11, 2012 7:17 am EDT

I placed an order for 4 inexpensive furniture legs on March 28, 2012 and then proceeded to wait until April 9th to contact the company about their whereabouts as no shipping info or communication had been sent. (I've actually ordered 3 times from this company and the previous 2 times was only mildly unhappy and not enough to merit a complaint but this third time was the last I could stand.) Kris, the owner, sent me the UPS tracking number which is when I visited the UPS site to track my package and noticed that they hadn't been sent out until about a week after my order. Without warning that it might take some time to ship and with half of the cost of my order being shipping, I expected something sooner. It didn't seem too bad until I received the package April 10th when the legs did not have the appearance, in color, as the company's website had in their photo-they were more of a reddish color than dark brown as in the picture and one arrived damaged. I emailed the company about it and asked that due to the misrepresentation ad one damaged piece, I be refunded and shipping costs back to the company be paid. I understood the policy about the customer paying for return shipping but did not think it would apply for something as misrepresented as these legs-I wouldn't have given them a second glance if the picture portrayed them correctly. Kris sent me a nasty email, actually a few after that point, and I filed a complaint with the BBB. Kris tried to tell me my computer screen had been the culprit and that it was the fault of UPS about the shipping-both lies. I'd looked at those particular legs on 3 computers and 2 smartphones, all showing the dark brown color. Kris tried to give me an offer, after knowing I filed a complaint, calling the one he'd send "a gift" to replace the damaged one and offered to refund the price of the legs (still with the return shipping on me). I simply said I filed a complaint and noticed i was not alone on the Better Business Bureau's website in terms of complaints against the DIY Upholstery Supply when Kris wrote that I was alone because there are 70, 000 happy customers-I have doubts-and then attempted, as some of the emails sent were jumbled and made no sense, to say the offer was off the table. I have since stopped and am letting the BBB work on the case and am reviewing the company on other sources as this seems more a case of a nasty owner/bad customer service than anything and as a person who refinishes and "deals" furniture, is one of the rudest people I've dealt with thus far in my career.

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jdsgirl
, US
Oct 21, 2011 5:25 am EDT

I ordered some supplies from this company in August and after almost 4 weeks I received them. In that time I sent several emails and left phone messages. When I was able to speak to someone they took my information and promised to call back. I never did receive a call back. I have received some brief emails from the owner who has avoided addressing the problem and refused my request for some resolution by refunding my shipping costs. This delay cost me precious time in the project I was working on and I voiced that in my many messages. This man simply does not care if there is a problem and cares even less about resolving any problem. I will never give them any future business which is unfortunate, for those of us who live in remote areas a company like this has the potential to be very helpful but not with this kind of attitude.

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urbaneezer
Huntington, US
Oct 18, 2011 6:18 pm EDT

I ordered two items from this company and only one of them was delivered.

I called and spoke with a woman who said she would give the message and my order number to the customer service manager (who I later found out is also the owner). After I didn't hear back I called and left a voicemail message. Didn't hear anything the next day so I called and a different lady answered.

I told her that I was working on a deadline and that if I couldn't get the missing item sent asap could I please get my credit card reimbursed. I generally don't like to pay for items that I don't receive. I also told her that if this was a problem I would have no recourse but to do exactly what I am doing now...write a bad review.

Within ten minutes the owner called me. His tone was combative as he told me that this was an issue for UPS.

After some heated words...after all, I am the customer in this situation and he was speaking to me like I was ### under his shoe...I told him to just forget it. So I'm out $25 (yes, I am including shipping). I personally will never use this company again and after the 'customer service' I experienced could not in good faith ever recommend them to anyone else either.

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Jan2010
Pelham, US
Feb 10, 2010 10:06 pm EST
Verified customer This comment was posted by a verified customer. Learn more

I posted the complaint about this company on another website. I found that there are multiple complaints about this company on different websites over several years. I will screen the e-shop for the complaints before shopping next time. I hope I could solve the issue with DIY Upholstery as smp2009.

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smp2009
, US
Sep 21, 2009 1:46 pm EDT

I did not post this complaint on www.complaintsboard.com and I am not GemS93. However, I did post an almost exact complaint (with a different headline) on another website. I do not know how this information was posted on this website without my authorization and I am not responsible for it. I do not understand why someone would copy my complaint!

For the record, I no longer have an issue with DIY Upholstery. I have deleted my complaint from the other website.

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