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Thread: Connecting Threads - Customer Service

  1. #1
    deema's Avatar
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    I recently ordered the After Hours collection from Connecting Threads - it was my first order from them. The whole collection, for those who haven't seen it, is reds, whites, and blacks. Really beautiful collection, I ordered the FQ bundle and four 1/2 yard cuts from the collection, plus thread to match. Anyway, I received my order and wasn't I shocked to find a 1/2yrd cut of a blue batik!? A beautiful blue batik, I might add, but definitely not what I ordered, and it was "wearing" the sticker for a piece that I *did* order. Since the other fabric isn't "essential" to my project, I don't really have an issue with it, and I really like the blue batik, I decided to just stash the blue and pull something from my stash to replace the other. Not a huge deal, but I did want Connecting Threads to know that there was an error so I sent them an email, just to let them know. I told them that I was very pleased with my order, even the "mistake" turned out to be a pleasing one :lol: , and since the "replacement" isn't out of the realm of what I will use, it's not worth it to me to send it back and I'll stash it.

    Well, I got a reply - they told me to keep the blue, but they are still sending me the fabric that was supposed to be, but wasn't, in my order! I definitely will be shopping with CT again, not only because of this, but as far as online shopping goes, I really enjoyed the whole experience with CT. I'm glad I ordered.

    And hey...looks like I got a free blue batik! :lol:

  2. #2
    Junior Member Joan Rosemary's Avatar
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    Great.Lucky you. Enjoy

  3. #3
    Community Manager PatriceJ's Avatar
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    This example is typical of the fantastic customer service at Connecting Threads. They are the greatest! :-)

    I order from them often and have always been more than pleased by the results. :thumbup:

  4. #4
    Super Member sewcrafty's Avatar
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    I have ordered from CT for many many years and have not had a problem whatsoever at anytime. They're a wonderful place to shop!!!

  5. #5
    Super Member KimmieH's Avatar
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    I am very pleased with them also...Once I ordered a kit, that came with a pattern. I didnt see the pattern, called them, and they replaced it no questions asked!



    No hesitation to order from them again..I get all my thread there too..great prices

  6. #6
    Super Member dakotamaid's Avatar
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    Ditto here, they are wonderful!

  7. #7
    Power Poster CarrieAnne's Avatar
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    I have my very first order coming SOON, and I cant wait! There fabric is so pretty, and such great prices!

  8. #8
    Super Member
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    Quote Originally Posted by PatriceJ
    This example is typical of the fantastic customer service at Connecting Threads. They are the greatest! :-)

    I order from them often and have always been more than pleased by the results. :thumbup:
    Ditto, they are the best.

  9. #9
    Super Member Juliebelle's Avatar
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    I shop with them all the time and they are really great :thumbup:

  10. #10
    Senior Member Spudgm's Avatar
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    I too shop with them a lot and their customer service is great!

  11. #11
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    Last Friday I ordered 2 FQ bundles. An email in the pm said it was shipped. Is that fast or what? Had excellent luck when I have ordered before.

  12. #12
    Senior Member bgullett's Avatar
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    They are great!

  13. #13
    Senior Member Boscobd's Avatar
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    I have always had great service from Connecting Threads. My orders always come in a very timely manner. The only time I had an issue with them (there was 1 fat quarter missing from a collection), they sent me not only the missing fat, but included 2 additional fats from the same line that were not in the collection I ordered.

  14. #14
    Senior Member Mary M's Avatar
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    It i so nice to hear such positive comments about a business. All I have ordered from CT is some thread and was vry pleased with the service.

  15. #15
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    I need to chime in here also ... I too had an error in cutting some fabric. I ordered a 2 yard cut, and was shorted 1/2 yard. I emailed and let them know. I got an immediate response email and within TWO days time, I had a whole 2 yard piece in my mailbox, and was also told to keep the error.

    Love that place! Quality of fabric, customer service, the whole thing!

  16. #16
    Super Member trif's Avatar
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    Also if you wish to order something that is out of stock or soon to become available, you can receive emails to notify you when your item is in. Great place to shop, I have ordered many times and have always been happy.

  17. #17
    Super Member annette1952's Avatar
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    They definetly have great customer service. They are one of my fave sites

  18. #18
    Super Member denilynne's Avatar
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    I recently ordered from them also, some error on the website charged me twice, i call and they refunded immediately and didn't charge shipping and added an extra little surprise 2 fq. Will definately shop there again. I wish all stores had there customer service.

  19. #19

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    How can Connecting Threads charge so little for their fabric? Are these not the standard manufacturers? I was told recently that wholesale cost was pretty much what this place is charging retail. Just wondering.

  20. #20
    Super Member AngieS's Avatar
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    Wow Deema that's very good for them! Because you will share the information with others and they have won over customers perhaps just because they were so nice and helpful. :thumbup: I'll have to remember them when I go to order some fabric. Thanks for sharing with us. :)

  21. #21
    deema's Avatar
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    Quote Originally Posted by AngieS
    Wow Deema that's very good for them! Because you will share the information with others and they have won over customers perhaps just because they were so nice and helpful. :thumbup: I'll have to remember them when I go to order some fabric. Thanks for sharing with us. :)
    Customer service is very important to me. I worked many years in it (from teen years until my early 20's when I finished college and went on to my "real job" in health care, which also in large part, includes customer service). I *always* loudly commend excellent customer service. I shout just as loudly for crap service. I want good companies to succeed and love to advertise excellent service. :) I sure do hope this thread has succeeded in giving just ONE person the reason to give this excellent company a try. I'm sure glad I did. :D

  22. #22
    Super Member pittsburgpam's Avatar
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    I order from them quite often, including thread, and I've never had a problem. Good prices, fairly quick shipping. I just received an order two days ago for thread and fabric and was glad that I got it before Thanksgiving.

  23. #23
    Super Member
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    Quote Originally Posted by denilynne
    I recently ordered from them also, some error on the website charged me twice, i call and they refunded immediately and didn't charge shipping and added an extra little surprise 2 fq. Will definately shop there again. I wish all stores had there customer service.
    I ran into that same problem - they had a glitch in their software one weekend. The lady I spoke to was very friendly and helpful, but I didn't notice if I got any free fabric or not. Maybe I need to go and take another look, lol.

  24. #24
    Super Member grann of 6's Avatar
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    Quote Originally Posted by deema
    I recently ordered the After Hours collection from Connecting Threads - it was my first order from them. The whole collection, for those who haven't seen it, is reds, whites, and blacks. Really beautiful collection, I ordered the FQ bundle and four 1/2 yard cuts from the collection, plus thread to match. Anyway, I received my order and wasn't I shocked to find a 1/2yrd cut of a blue batik!? A beautiful blue batik, I might add, but definitely not what I ordered, and it was "wearing" the sticker for a piece that I *did* order. Since the other fabric isn't "essential" to my project, I don't really have an issue with it, and I really like the blue batik, I decided to just stash the blue and pull something from my stash to replace the other. Not a huge deal, but I did want Connecting Threads to know that there was an error so I sent them an email, just to let them know. I told them that I was very pleased with my order, even the "mistake" turned out to be a pleasing one :lol: , and since the "replacement" isn't out of the realm of what I will use, it's not worth it to me to send it back and I'll stash it.

    Well, I got a reply - they told me to keep the blue, but they are still sending me the fabric that was supposed to be, but wasn't, in my order! I definitely will be shopping with CT again, not only because of this, but as far as online shopping goes, I really enjoyed the whole experience with CT. I'm glad I ordered.

    And hey...looks like I got a free blue batik! :lol:
    Yes, one time I ordered a collection of 1/2 yard cuts. When they came and I was refolding them to separate each one I found several 4 -6 in strips of some of the cuts. Well, I started grumbling to myself about how I was going to have to go through the hassle of contacting them, when I discovered there were full 1/2 cuts of the same pieces. So I assume they were ends of a bolt which they just added to my order rather then throw them out. And they are usable sizes too. I started "ungrumbling" real fast.

  25. #25
    Senior Member katybob's Avatar
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    I'll chime in also on their terrific customer service. A year or so ago I ordered a cute kit that they had on sale. After it was pieced and appliqued, I was having trouble deciding how to quilt it and couldn't quite make out the design on the picture. I emailed CT and asked how it was quilted and immediately got a fun and friendly answer describing the pattern in great detail. The person answering the email was obviously as interested in the design as I was.

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