Welcome to the Quilting Board!

Already a member? Login above
loginabove
OR
To post questions, help other quilters and reduce advertising (like the one on your left), join our quilting community. It's free!

Page 1 of 2 1 2 LastLast
Results 1 to 25 of 41

Thread: Customer service at Fabric Depot

  1. #1
    Senior Member
    Join Date
    Sep 2011
    Location
    Western NY
    Posts
    799

    Customer service at Fabric Depot

    I just have to comment on this. I was there in Oregon once and loved the store and have shopped on time several times. Apparently their credit card information got compromised back in October of 2012. My credit card was used a couple of times and I have since cancelled it and turned a couple of items over to the fraud department.
    What I want to comment on is a letter I got today from Fabric Depot. It explained about the credit card information, what they have done to investigate and protect further information. Also in the letter they gave me an great incentive to order on-line again. The letter explained from top to bottom how it happend, what I can do to protect myself now and how to protect myself in the future. I was really impressed with the way it was handled and even called them after I got the letter to tell them how grateful I am. This is a store I will continue to deal with.
    Marilyn

  2. #2
    Super Member JulieR's Avatar
    Join Date
    May 2010
    Location
    Emmitsburg, MD
    Posts
    1,624
    Always so great to read good news about a retailer!

  3. #3
    Super Member SherriB's Avatar
    Join Date
    Aug 2009
    Location
    Quilting somewhere......
    Posts
    2,850
    Blog Entries
    40
    I received a letter from them yesterday also. I was quite surprised since it had been at least 2 years or longer since I ordered from them. I am very impressed with their customer service also.
    Sherri

  4. #4
    Super Member Boston1954's Avatar
    Join Date
    Jul 2008
    Location
    East Oklahoma - pining for Massachusetts
    Posts
    8,437
    Nice to know that companies care so much about customer concerns. That gives a person confidence to coninue to make purchases from them.
    Life is not a movie. No one is going to yell "CUT" when you make a mistake. - Anne L. Fulton

    I am from the South....39 miles south of Boston.

  5. #5
    Super Member kydeb's Avatar
    Join Date
    Mar 2011
    Posts
    1,075
    I got the same email from them. Very nice the way they handled it! I need to go online and see what I "need!!"
    Debbie in Kentucky
    kydeb.wordpress.com

  6. #6
    Super Member nygal's Avatar
    Join Date
    Jul 2012
    Location
    New York
    Posts
    5,648
    I don't have a Fabric Depot around here but I wish that Connecting Threads had done THAT when their records were compromised at end of Dec and early Jan. Two of my debit cards were "used" via their breach. I know it wasn't their fault but I still think they should have send out a notice ASAP.
    When it seems like the world is falling to pieces remember that the pieces are falling into place. We are nearing closer to the End Times.

  7. #7
    Member
    Join Date
    Jun 2011
    Location
    Ohio
    Posts
    37
    I got one too. Like you, my card info got used and I had to cancel the card and work with the fraud department. I do wish they had sent out that information earlier rather than waiting and then sent out a followup or two. But I am glad that they are actively addressing the issue.

  8. #8
    Super Member SherriB's Avatar
    Join Date
    Aug 2009
    Location
    Quilting somewhere......
    Posts
    2,850
    Blog Entries
    40
    I don't think my debit card could have been compromised at Fabric Depot. I changed my card info several times before their site was hacked. And any credit cards we used back then were closed quite some time ago. But like others, I am concerned about the Connecting Threads issue. I ordered from them just a couple months ago.
    Sherri

  9. #9
    Super Member
    Join Date
    May 2010
    Location
    Orbiting
    Posts
    1,442
    That's really good of them to do that.

    What are some of the things to do to protect yourself in the future? I already know not to use a debit card. A credit card company works harder at protecting you and also, all your money could be gone from your checking account before you know anything is wrong.

  10. #10
    ro
    ro is offline
    Banned
    Join Date
    Dec 2010
    Location
    West Islip, NY
    Posts
    657
    Blog Entries
    1
    i also ordered from fabric depot via phone, as i am no where near their shop. i was very impressed that they sent this letter and the incentive to still do business w/them. i certainly will deal w/them in the future. i'm sure they are loosing money by seding out this "incentive", but also at the same time protecting their name and standing behind their product. kadoos to them. i consider them to be very professional and well worth having any of my business.

  11. #11
    Junior Member
    Join Date
    May 2012
    Location
    Oregon
    Posts
    118
    Lucky for me I get to shop there in person!

  12. #12
    Super Member Knitette's Avatar
    Join Date
    May 2012
    Location
    The Granite City, Scotland
    Posts
    1,626
    I was wondering whether or not to post. I got an email the other day and I just want to tell you all that my card was used fraudulently (in the UK) in January in a large food store to the tune of nearly $200. The money has since been refunded by my bank.

    This of course may be coincidental, but who knows?

    I wouldn't mind, but I didn't actually go ahead with the order as the shipping was too expensive! Unfortunately I can't get the benefit of their compensation as the phone call would cost more than the goods
    Lang may yer lum reek. (I'm a knitter - hence - 'Knit-ette'. Confuses a lot of people!)

  13. #13
    Member
    Join Date
    Sep 2012
    Location
    Oregon Coast Range
    Posts
    46
    My credit card was illegally used too, after using it at FD. The email from FD answered the question I had as to how someone got my credit card info. I took advantage of the offer already. I just wished they had better phone service. Sometimes it takes a lot of calls for any one to answer. I'm 3 hours from Portland but hope to visit in person in a month or so. Hearing about Connecting Threads was news, I've used my credit card there, too.

  14. #14
    Super Member DebraK's Avatar
    Join Date
    Jan 2010
    Location
    West Coast
    Posts
    9,204
    me too. It was an annoyance, but the offer is a nice one.
    I have chosen to be happy because it is good for my health - Voltaire

  15. #15
    Super Member LyndaOH's Avatar
    Join Date
    Jun 2011
    Location
    northwest Ohio
    Posts
    1,229
    I also got the letter and my credit card had since been cancelled because of fraud.

    Right now Fabric Depot has all of their AccuQuilt stuff on sale for 30% off, and the offer from Fabric Depot included 30% off on my next order. I've been wanting an AccuQuilt Go, and I was able to get one with an additional die for strip cutting and a mat for right around $200. I'm so excited and should have it within a week or so.

    They are not accepting credit cards on their website right now, so they call you back within 2-3 days after you place your order to get your cc info. The rep I spoke to was so nice and let me know that the fat quarter bundles in each order (another part of the offer) were just gorgeous. I can't wait to see what they look like.

    Great job, Fabric Depot!

  16. #16
    Super Member starshine's Avatar
    Join Date
    Aug 2010
    Location
    Ohio
    Posts
    2,985
    Quote Originally Posted by AlienQuilter View Post
    That's really good of them to do that.

    What are some of the things to do to protect yourself in the future? I already know not to use a debit card. A credit card company works harder at protecting you and also, all your money could be gone from your checking account before you know anything is wrong.
    I have not ordered from either of these stores so I haven't had this experience, and it is possible that they were hacked but didn't discover it right away either; but as to what you can do....

    1. I have read one online tip is to only use one credit card for online purchases, . I use the one I have with the lowest amount that can be charged i.e. one that has $10,000 limit rather than the one that is $25,000. But you could also apply for one that you would only use online and request a specific limit. The one I use I also use at stores I am at in person.

    2. I don't use my debit card either, as credit cards do have some protection that the debits don't.

    3. Always read you statement for all your cards when they come. Or if you check your statements online too, you can probably check weekly to catch any suspicious activity.

    4. If you see a item and you don't know what it is for or don't recognize the company name call or contact the card company. They can look up the transaction code and you can then tell if it was a company you ordered from.

    Also check with your bank about any services they may have. My bank offers a separate "free checking' account. If you have an account with them you can open another account with a separate number and card like a credit or debit card. You can check what your balance will be for an online purchase then go to the bank online and move that much money into the account and go back to the online site and submit the order. This way there is only enough in it to cove the payment. I did try this but I would use it so seldom that at one point I had a dormant fee. Banker waived it the first time and suggested I use it for a small purchase every month, such as a cup of coffee just to have an activity so it wouldn't be dormant. But I cancelled it after awhile as I just didn't use it often and didn't want to have to keep making sure I used it in between online use. If I didn't want to use my other one for online I think I would just get one that was only for online.

    Hope this helps

  17. #17
    Super Member DebraK's Avatar
    Join Date
    Jan 2010
    Location
    West Coast
    Posts
    9,204
    They are not accepting credit cards on their website? Are you saying that you have to order by phone? My letter says you can order online. I don't understand. hmmm, is paypal an option?

    oh, and congrats on your purchase! I don't really expect you to answer my questions ;-)
    Last edited by DebraK; 03-07-2013 at 11:58 AM.
    I have chosen to be happy because it is good for my health - Voltaire

  18. #18
    Super Member EasyPeezy's Avatar
    Join Date
    Mar 2010
    Location
    Canada
    Posts
    2,809
    Tempting as it is (I also received this offer) I think I will hold off for a while. After being
    defrauded twice in the last 3 months and having to change credit card twice, I've been
    told to stay away from FD. I guess I better listen or face the consequences.

  19. #19
    Super Member nhweaver's Avatar
    Join Date
    Aug 2010
    Location
    Delmarva Peninsula
    Posts
    1,167
    Blog Entries
    1
    I ordered from them 2 times in the last year, using different cards, and both cards have been compromised, one about 3-4 months ago, and then on February 18, the other card that I used on their site was used illegally also, and I wondered how it happened twice as I am very careful, yesterday I got the letter from Fabric Depot, this concerns me as I think this is where it happened. Yes, the 30% discount is a great deal, but something went very wrong, their security had to be very limited if at all. I think they were continually being comprised for a long time, and just became aware of it.
    If life gives you lemons, make a margarita.

  20. #20
    Super Member LyndaOH's Avatar
    Join Date
    Jun 2011
    Location
    northwest Ohio
    Posts
    1,229
    Quote Originally Posted by DebraK View Post
    They are not accepting credit cards on their website? Are you saying that you have to order by phone? My letter says you can order online. I don't understand. hmmm, is paypal an option?

    oh, and congrats on your purchase! I don't really expect you to answer my questions ;-)
    You place the order on their website and they call you for your credit card info. Very handy in this situation.

  21. #21
    Super Member coopah's Avatar
    Join Date
    Dec 2011
    Location
    Horse Country, FL
    Posts
    6,366
    Blog Entries
    1
    I also received a letter today from Fabric Depot. My credit card was compromised recently and it's been replaced. The fraudulent charges were dropped. I thought it was the Fabric Depot transaction that did it (because I had only recently used the card for that company). It was my first order with them! I'm glad the bank was right on it and that Fabric Depot is doing its best to keep its good customer base.
    "A woman is like a tea bag-you can't tell how strong she is until you put her in hot water." Eleanor Roosevelt

  22. #22
    Super Member hopetoquilt's Avatar
    Join Date
    Aug 2010
    Location
    New Jersey
    Posts
    2,873
    I had my debit card compromised. I have decided to use a prepaid Visa card for any online purchases. No worries with that but a bit more expensive. I am going to check fabric depots site as I also got the letter today with the deal.

  23. #23
    Power Poster twinkie's Avatar
    Join Date
    Jun 2010
    Location
    Alabama
    Posts
    15,487
    Great. I am glad they care so much about their customers.

  24. #24
    Senior Member
    Join Date
    Sep 2010
    Location
    Michigan
    Posts
    325
    As far as I am concerned these on line companies have got to do a better job of protecting us shoppers when we shop on line. That is my opinion. I will not shop at Connecting Threads any more. If it happened once it will happen again.

  25. #25
    Super Member pamesue's Avatar
    Join Date
    Jul 2010
    Location
    Michgan
    Posts
    1,387
    [Also check with your bank about any services they may have. My bank offers a separate "free checking' account. If you have an account with them you can open another account with a separate number and card like a credit or debit card. You can check what your balance will be for an online purchase then go to the bank online and move that much money into the account and go back to the online site and submit the order. This way there is only enough in it to cove the payment. I did try this but I would use it so seldom that at one point I had a dormant fee. Banker waived it the first time and suggested I use it for a small purchase every month, such as a cup of coffee just to have an activity so it wouldn't be dormant. But I cancelled it after awhile as I just didn't use it often and didn't want to have to keep making sure I used it in between online use. If I didn't want to use my other one for online I think I would just get one that was only for online.

    Hope this helps[/QUOTE]

    I have a dump account with my bank and have no fees what so ever. I make my purchase on line, then transfer the money. It works great. no extra money for anyone to get.
    Pam H.

    "Those that mind, don't matter and those that matter don't mind" ~ Dr. Seuss

Page 1 of 2 1 2 LastLast

Posting Permissions

  • You may not post new threads
  • You may not post replies
  • You may not post attachments
  • You may not edit your posts
  •  

SEO by vBSEO ©2011, Crawlability, Inc.