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.
