I wasn't even going to post on this subject, because I thought it had been resolved very nicely. I recently ordered a batik fat quarter selection from a very well known online fabric company that specializes in batik and Asian fabrics. The color selection was to be raspberry. Eight beautiful fat quarters all in shades of yummy magenta-dark pink-raspberry colors. There was a little disclaimer saying that the fabrics I got may not be exactly as shown. So I phoned up the shop and asked about that. I was told that the fabrics I received may vary slightly from those shown on the website, but definitely would all be raspberry pink.
This is what I got. By no stretch of the imagination are at least six of those fabrics raspberry pink.
So, I was bummed. My disposable income for fabric has been greatly reduced of late, and when I do spend the money, I darn well want to get what I paid for. Also, the fabrics were not folded nicely and were jammed into a mailing envelope with no tissue, plastic baggie or anything. Not great. Especially compared to other companies I have raved about on this blog. Companies who bend over backwards to provide amazing service and who package their mailings as if they were a birthday present.
I decided to politely express my disappointment to the management. I emailed the shop saying that the fabric I ordered was not as described and had been packaged carelessly. I immediately got a response back saying that they were so sorry, they would make good on my complaint immediately and send me as many new replacement fat quarters as I would like. So I said I would like seven new fabrics and would send the seven purpley ones back to them when I received my replacements.
This was going really well I was thinking. How awesome that a shop would care enough to provide such excellent customer service. I was so excited to receive my package today in the mail! When I opened it, there was a nice note saying they hoped I wouldn't give up on them and would shop with them in the future. The fat quarters were stacked and tied with a little bow of fabric. Now, that is what I am talking about. Those fabrics are what I call raspberry pink. Very pretty, gorgeous in fact. Now this is a shop that sincerely cares. And what pretty fabrics! I was so pleased. At first.
Hello? What is this?
They sent me three identical fat quarters of one fabric and two identical fat quarters of another fabric. When you order a selection of fat quarters aren't you pretty sure that means that all of the fat quarters will be different? Do they think I was born yesterday? That I fell off the turnip truck? Did they not even notice the duplications?????
Either they don't care, or there is a huge disconnect between sales management and the cutting/shipping department.
Well sorry. I WILL be giving up on them and I will NOT be shopping there in the future. Come on people, where is your pride? It is a competitive world out there if you didn't know. I don't usually bash merchants, but they have exhausted my patience. In case you are wondering what the shop was, I will give you a hint. B… B…..
Added later: I just want to make clear that the merchant I am so unhappy with is NOT Bonnie Blue quilts!
54 responses to “Now I’m Annoyed”
Amazing, in todays economy that they think that was good customer service. I would love to know what shop that was so I do not waste my money and time with them.
Amazing, in todays economy that they think that was good customer service. I would love to know what shop that was so I do not waste my money and time with them.
That is unbelieveable!!!!!! I think it’s time to cut your losses, send them all back and get a refund. And don’t you fret – have I got some raspberries for you! I hope to get them in the mail on Thursday.
That is unbelieveable!!!!!! I think it’s time to cut your losses, send them all back and get a refund. And don’t you fret – have I got some raspberries for you! I hope to get them in the mail on Thursday.
(is terrible at guessing games)
(is terrible at guessing games)
Their business must be very strong to give such crummy customer service. It looks like Lisa is going to take care of you though!
Their business must be very strong to give such crummy customer service. It looks like Lisa is going to take care of you though!
I agree with Lisa, send them all back and get a refund! Those business’s with GOOD customer service will be the ones to survive this economic melt down.
I agree with Lisa, send them all back and get a refund! Those business’s with GOOD customer service will be the ones to survive this economic melt down.
I’m with Lisa. One would think a quilt shop would know that us quilters do not want duplicate fabrics. If that is all they had in stock they could of e-mailed and told you this then asked what you wanted to do.
If your looking for a great place to get Batiks try – http://www.batiksgalore.com Barbara will hand pick them for you. You will be happy with what she has. I have been.
I hope this is not the same B…B… your talking about because I just saw the BB as part of her shops name.
I’m with Lisa. One would think a quilt shop would know that us quilters do not want duplicate fabrics. If that is all they had in stock they could of e-mailed and told you this then asked what you wanted to do.
If your looking for a great place to get Batiks try – http://www.batiksgalore.com Barbara will hand pick them for you. You will be happy with what she has. I have been.
I hope this is not the same B…B… your talking about because I just saw the BB as part of her shops name.
I had some problems with an online company, but they did eventually make everything right, so I would recommend them. I had to give them 3 tries, though.
I had some problems with an online company, but they did eventually make everything right, so I would recommend them. I had to give them 3 tries, though.
That is really a shame, the company must not be able to focus all of it’s eneergy on the customers, and that is a sure fire way to loose business…
tsk tsk
You coulsd also just trade them on your blog with some gals with raspberry batiks.
That is really a shame, the company must not be able to focus all of it’s eneergy on the customers, and that is a sure fire way to loose business…
tsk tsk
You coulsd also just trade them on your blog with some gals with raspberry batiks.
So disappointing…especially since they still didn’t get it right the second time…I’d send them back get a refund with the extra postage you’ve had to pay and take your business elsewhere..
So disappointing…especially since they still didn’t get it right the second time…I’d send them back get a refund with the extra postage you’ve had to pay and take your business elsewhere..
I had a problem with a company, too. I ordered a kit. Then when I got it I calculated how much it would have cost had I bought the fabric and pattern separately. Gads! They jack their kit prices up something horrible, something most stores I patronize don’t do. I emailed them and then called them. They would not back down. They said they charge more so that there customers can be assured that they have all the correct fabric on hand to make the pattern exactly as shown, yada, yada, yada. I was not pleased. They have their own line of patterns. Usually when I see someone with their own patterns, I order from them so they don’t have to share the profits with a retail store. It’s my way of helping out the designers. Well, if I ever see one of their patterns again, I’ll buy it from a store so they don’t get as much profit. You would think in this economic time people would be smarter.
You are going to call the store back aren’t you? I certainly would.
I had a problem with a company, too. I ordered a kit. Then when I got it I calculated how much it would have cost had I bought the fabric and pattern separately. Gads! They jack their kit prices up something horrible, something most stores I patronize don’t do. I emailed them and then called them. They would not back down. They said they charge more so that there customers can be assured that they have all the correct fabric on hand to make the pattern exactly as shown, yada, yada, yada. I was not pleased. They have their own line of patterns. Usually when I see someone with their own patterns, I order from them so they don’t have to share the profits with a retail store. It’s my way of helping out the designers. Well, if I ever see one of their patterns again, I’ll buy it from a store so they don’t get as much profit. You would think in this economic time people would be smarter.
You are going to call the store back aren’t you? I certainly would.
Yea, I’d send them all back with a note and demand the money back plus the shipping you had to use.
Yea, I’d send them all back with a note and demand the money back plus the shipping you had to use.
I only have a handful of shops that I will do business with online. You’d think in this economy that they’d be trying harder. What shop is that? I’m bad at guessing. Can you email me and tell me?
I only have a handful of shops that I will do business with online. You’d think in this economy that they’d be trying harder. What shop is that? I’m bad at guessing. Can you email me and tell me?
TOTALLY unbelievable! I think the 2nd “fix” might even be worse than the first! This is why I am SOOOOOO leary of even ordering online. I am one that has to feel and see myself before buying. I mean, quilting fabric is already WAY overpriced to begin with. When you stop and think~9.00+ for one piece of fabric 36 ” long!!!!! Do I still buy it? Heck yeah, I’m addicted, but ouch, and things should BETTER be like you want them!!!!
TOTALLY unbelievable! I think the 2nd “fix” might even be worse than the first! This is why I am SOOOOOO leary of even ordering online. I am one that has to feel and see myself before buying. I mean, quilting fabric is already WAY overpriced to begin with. When you stop and think~9.00+ for one piece of fabric 36 ” long!!!!! Do I still buy it? Heck yeah, I’m addicted, but ouch, and things should BETTER be like you want them!!!!
OMG…that is terrible! I’m with everyone that said…send them all back and demand your postage plus the money for the fat quarters. That is just not even slightly acceptable. As a retired shop owner, I just can’t even imagine being able to stay open in this economy with that lack of customer service.
OMG…that is terrible! I’m with everyone that said…send them all back and demand your postage plus the money for the fat quarters. That is just not even slightly acceptable. As a retired shop owner, I just can’t even imagine being able to stay open in this economy with that lack of customer service.
“there is a huge disconnect between sales management and the cutting/shipping department” ~ I suspect this is the case. Folks who answer the phones or make the sales calls get all the right words strung together while those who are asked to actually “do” the work are rarely given the information needed to meet expectations. I know, I’ve been stuck in that situation (I love to under promise and over deliver, but when information is withheld, it’s pretty difficult).
I would send them back, ask for a refund, and explain your reasons for taking your future business elsewhere. Money talks, you know what walks… hopefully if enough customers leave, they’ll figure it out (or go away so they don’t annoy others).
“there is a huge disconnect between sales management and the cutting/shipping department” ~ I suspect this is the case. Folks who answer the phones or make the sales calls get all the right words strung together while those who are asked to actually “do” the work are rarely given the information needed to meet expectations. I know, I’ve been stuck in that situation (I love to under promise and over deliver, but when information is withheld, it’s pretty difficult).
I would send them back, ask for a refund, and explain your reasons for taking your future business elsewhere. Money talks, you know what walks… hopefully if enough customers leave, they’ll figure it out (or go away so they don’t annoy others).
Wow…that is so not good. Not good at all. I live near this shop (I think it is the same shop). Would Bl– Ba—- be about right? Their fabrics are wonderful and I buy there often but I get to see the fabrics and touch them when I buy. The place is more of a warehouse than a shop and it is run by a small crew. You have to climb over and around things to get to the good stuff but I have always loved the fabrics I got there. Sorry you had such a bad experience. I agree you should send it all back.
Wow…that is so not good. Not good at all. I live near this shop (I think it is the same shop). Would Bl– Ba—- be about right? Their fabrics are wonderful and I buy there often but I get to see the fabrics and touch them when I buy. The place is more of a warehouse than a shop and it is run by a small crew. You have to climb over and around things to get to the good stuff but I have always loved the fabrics I got there. Sorry you had such a bad experience. I agree you should send it all back.
Definitely send them back for a refund. Given the number of online shops around now, you would think each one would try to work to keep your business…
Definitely send them back for a refund. Given the number of online shops around now, you would think each one would try to work to keep your business…
Oh, this is one of the worst cases I’ve heard in a while! I actually laughed at the second shipment. Not at your plight, but at the obvious CLUELESSNESS of the person who put that package together. Maybe it was Blindfold Day at the quilt shop. Who knows.
I work at a quilt shop in the winter months and we have 500+ batiks. We have plenty of raspberries. Email me your addy and I’ll send out a care package from Alaska. Quilters have to stick together.
Oh, this is one of the worst cases I’ve heard in a while! I actually laughed at the second shipment. Not at your plight, but at the obvious CLUELESSNESS of the person who put that package together. Maybe it was Blindfold Day at the quilt shop. Who knows.
I work at a quilt shop in the winter months and we have 500+ batiks. We have plenty of raspberries. Email me your addy and I’ll send out a care package from Alaska. Quilters have to stick together.
Wow…the purples in the first group you received were really lovely…but that is much more than a slight variance from raspberries and no way close to what you were expecting. Unbelievable!!! Then to receive the duplicate and triplicate fabrics!!! I would be livid. I don’t order much online except from The Fat Quarter Shop and my first experience with them will be coming up in June when they start their mystery BOM. I’m excited about that. I’m sorry you didn’t get the fabrics you expected Nicole. Disappointing all the way around. So, will you be returning them and getting a refund or is it just a done deal now? Thank’s for the heads up. I often look at the company (that you don’t mention) and admire their inventory, but no more.
Wow…the purples in the first group you received were really lovely…but that is much more than a slight variance from raspberries and no way close to what you were expecting. Unbelievable!!! Then to receive the duplicate and triplicate fabrics!!! I would be livid. I don’t order much online except from The Fat Quarter Shop and my first experience with them will be coming up in June when they start their mystery BOM. I’m excited about that. I’m sorry you didn’t get the fabrics you expected Nicole. Disappointing all the way around. So, will you be returning them and getting a refund or is it just a done deal now? Thank’s for the heads up. I often look at the company (that you don’t mention) and admire their inventory, but no more.
I had an issue with what I think is the same manufacturer as you. I ordered precut strips (2″) in butterscotch. None of them were 2″. They varied from here to there. I figured it was just one or two and straightened them up but it was all 42 strips! I complained to the company and the on-line seller where I purchased them. Basically, I am stuck with them. I used them in a “crooked” courthouse steps type of pattern. Makes me angry — not at the on-line seller so much as the “manufacturer”. Isn’t the point of precut so you don’t have to do it yourself?
I had an issue with what I think is the same manufacturer as you. I ordered precut strips (2″) in butterscotch. None of them were 2″. They varied from here to there. I figured it was just one or two and straightened them up but it was all 42 strips! I complained to the company and the on-line seller where I purchased them. Basically, I am stuck with them. I used them in a “crooked” courthouse steps type of pattern. Makes me angry — not at the on-line seller so much as the “manufacturer”. Isn’t the point of precut so you don’t have to do it yourself?
I’d return them. AND, I’d add their name to your post. There’s nothing wrong with stating the facts about a business you are dealing with! I have to admit, I’ve not got a clue about the name, other than maybe there’s a “Batiks” in there? Tell!
I’d return them. AND, I’d add their name to your post. There’s nothing wrong with stating the facts about a business you are dealing with! I have to admit, I’ve not got a clue about the name, other than maybe there’s a “Batiks” in there? Tell!
Well who was it? I certainly don’t want to be caught in their web of lies either. Bummer, big bummer.
Well who was it? I certainly don’t want to be caught in their web of lies either. Bummer, big bummer.
Why not say the name of the company? You could be saving someone else from a similar situation. We promote shops that give good customer service, so why keep quiet about poor service. Companies have to learn somehow, and our word of mouth is all we have.
Why not say the name of the company? You could be saving someone else from a similar situation. We promote shops that give good customer service, so why keep quiet about poor service. Companies have to learn somehow, and our word of mouth is all we have.
Ohh, it took me a while to work out which company you were talking about. You should tell people so we all do business with people that actually care about customer service. I did some googling on this store and found some complaints from other quilters as well. Poor customer service really irks me. I’ve learned Never to buy an item from a store that says they don’t send you Exactly what is pictured. I ordered a kit 2 years ago from a store thinking I would get what was shown in the picture and when it arrived the fabrics were Soooo ugly and not like the picture. I really felt like they were offloading ugly fabrics onto me. Since I am in Australia and paid dearly for shipping I just gave up. I can tell you I still get a sick feeling in my stomach two years later when I think about it.
Ohh, it took me a while to work out which company you were talking about. You should tell people so we all do business with people that actually care about customer service. I did some googling on this store and found some complaints from other quilters as well. Poor customer service really irks me. I’ve learned Never to buy an item from a store that says they don’t send you Exactly what is pictured. I ordered a kit 2 years ago from a store thinking I would get what was shown in the picture and when it arrived the fabrics were Soooo ugly and not like the picture. I really felt like they were offloading ugly fabrics onto me. Since I am in Australia and paid dearly for shipping I just gave up. I can tell you I still get a sick feeling in my stomach two years later when I think about it.
The new fabric shop in Berkeley (In Pieces) has about a zillion batiks, honestly I could not believe my eyes! 4th and Gilman. Have fun! Pam in Chico
The new fabric shop in Berkeley (In Pieces) has about a zillion batiks, honestly I could not believe my eyes! 4th and Gilman. Have fun! Pam in Chico
This type of situation is unforgiveable. As an owner/operator of a small quilt shop I was appalled at the lack of professionalism given to your order. Thank you very much for telling who the shop was. Reminds me very much of the classic comment in PRETTY WOMAN where Julia Roberts returns to the high class shop on Rodeo Drive and tells the snotty sales person….”big mistake, big mistake…” I think a forward of your pics, commentary and return comments would perhaps wake up the owner of the shop. Thanks again, Elaine
This type of situation is unforgiveable. As an owner/operator of a small quilt shop I was appalled at the lack of professionalism given to your order. Thank you very much for telling who the shop was. Reminds me very much of the classic comment in PRETTY WOMAN where Julia Roberts returns to the high class shop on Rodeo Drive and tells the snotty sales person….”big mistake, big mistake…” I think a forward of your pics, commentary and return comments would perhaps wake up the owner of the shop. Thanks again, Elaine
I hope you email them again and express your concerns and avail them of one more chance or requesting a refund! This is no way to run a business, and I always believe in giving people a few chances and letting them know exactly what the expectations were and exactly what the problems are…they don’t know who they are dealing with…you would think they would want your return business for sure! Go get ’em, Nicole! Don’t stop until you are satisfied.
I hope you email them again and express your concerns and avail them of one more chance or requesting a refund! This is no way to run a business, and I always believe in giving people a few chances and letting them know exactly what the expectations were and exactly what the problems are…they don’t know who they are dealing with…you would think they would want your return business for sure! Go get ’em, Nicole! Don’t stop until you are satisfied.