I can't speak to customer service of Hancock Fabrics in the stores, but I know that I had great customer service when I recently ordered on-line. I emailed to find out when my fabric would ship, and got an answer back almost instantly. Then when they found that they couldn't fill my order without sending two of the fabrics in one piece, they called to ask if I would accept those fabrics in two pieces, which was fine by me. When I got the order, almost without fail, every piece of fabric I ordered was overcut by almost 1/2 yard each. And the two fabrics that couldn't be filled with one continuous cut ended up with nearly an extra yard of each, no extra charge! So, I guess that I will be shopping at Hancock Fabric on-line from now on. The one thing that was iffy for me was that it took a little longer to ship than I would have liked--but then this is holiday season, lots-of-mail time right now, so that could have affected the speed!