Lydia Wieberg

Review of Fan Cloth

I am the Senior sponsor from a very small high sch...

I am the Senior sponsor from a very small high school. The previous sponsor used Fan Cloth, and the kids wanted to do the fundraiser again. I was weary because the previous sponsor didn't have the best experience, but the kids wanted it so I agreed.

When working with the art department, I had a list of things that the kids requested - none of which were originally honored. After 3 drafts, we got one of the things we asked for, so we went ahead and proceeded because I didn't want to waste any more time going back and forth.

When we received the catalogs, I never received information on how to add students for the website. I didn't know how to access the coaches portal, but they kept telling me to go there. Once I finally figured out where it was, not once did they provide credentials for me to get on (once they finally emailed me what the log in information was, the sale was about over... I finally got a hold of someone over the phone who was able to answer.

Once the online store was up and running, they didn't add tax like I told them we needed. So then they took down the website to fix it. They said they would have it fixed that day (it was a Thursday). It wasn't so I called back Friday. They PROMISED it would be up by the end of the day Friday. Guess what, it wasn't. They didn't have it up until that next Tuesday.

Next, I received an email with tracking information saying our products have been shipped. The projected Delivery day came and went, and we don't have our merchandise. Yet I already mailed the check when we received the tracking. I check the tracking, and it hasn't even been given to FedEx. No one bothered to let me know what was going on, so I had to reach out to customer service, yet again... Of course I sent emails, but no response.

Once the order arrived, many items were of very poor quality, some were scorched, some were stained, and others were printed off center. Many items were bad enough that we either returned or accepted a partial refund for $766.77 worth. For a $3,000 order, to return that much is appalling. That is having 25% of the order that was refunded. I have been going back and forth with Customer Service and have had to jump through hoops to get the refunds approved.

There have finally been three refund checks approved, and it took over a month and a half to receive them all.

I am honestly shocked to see that Fan Cloth is still in business because of the lack of instruction, abysmal customer service, and low quality merchandise.