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Thread: customer service - it matters!

  1. #1
    Super Member JanTx's Avatar
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    customer service - it matters!

    I placed an order with Missouri Star Quilting Co back on 2/9 and had not received it. I called them about it to find some kind of mixup with my paypal payment. I had gotten confirmation of the order with MSQC, but had not received confirmation through PayPal - and had not noticed that. So when I called to see what had happened with the order - and found that PayPal was at issue (or me if I had not clicked all the way to confirm order on the PayPal site) I asked if I could still place that order and receive that price. It was an order for two layer cakes - one a daily deal and on on a small sale. Yes to both - they redid the order, I gave them payment info over the phone, both layer cakes were ordered at the price they were on 2/9 - EVEN THOUGH THE REASON FOR THE ORDER MESS UP had NOTHING to do with MSQC. That's customer service to the max - and the reason they will continue to receive my business. The $5 shipping charge is a steal - averaged over both these layer cakes makes them still a great value. I'm a happy camper.
    So many quilts, so little time.

  2. #2
    Super Member Dina's Avatar
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    Happy ending! They sure went "over and beyond the call of duty" for you!! Glad you got the stuff on sale!!

    Dina

  3. #3
    Super Member
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    I love MSQC! I love their products, the thank you written on each order received, and especially the tutorials that are free!!

  4. #4
    Power Poster mighty's Avatar
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    That really is great service!!!!!

  5. #5
    Senior Member
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    I also had a problem with not receiving my order. Sent an e-mail and they said it had shipped. Well, it shipped the day I e-mailed. It came with jelly roll I ordered and only 1 yard of coordinating fabric. (I had ordered two yards.) I e-mailed again and they sent out the two yards and told me to keep the one yard piece. I will order from them again.

  6. #6
    Power Poster gabeway's Avatar
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    Customer service is primary!
    Wayne & Gabriele, the married quilters.

  7. #7
    Senior Member PlanoDebbie's Avatar
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    I've ordered many times from them as well, and LOVE them. The daily deals are usually pretty good prices too. Working on a quilt right now with 2 jelly rolls from MSQC. And of course I'm using one of Jenny's tutorials as well!

  8. #8
    Senior Member quiltin-nannie's Avatar
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    I sent a quilt there to be quilted and was very pleased with their service. They make you feel like you are a friend who lives down the street.
    Julie
    Good friends are like stars; you don't always see them, but you know they're always there!

  9. #9
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    I love doing business with MSQ. They are so helpful and do go over and beyond the call of duty! Love, love, love the free tutorials as well. They will continue to get my business.
    ~Skeetersmom

  10. #10
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    Customer service does matter and so does attitude. I always enjoy watching Jenny's tutorials. She really likes what she's doing. Reminds me of Quilt in A Day. Both are favorite places to shop. Unfortunely fabric.com I found not to have the same attitude. When the Charlie Brown Christmas fabric was coming out, my local quilt shop sold out of what they had within 2 days of it arriving. It wasn't on the fabric.com site. I called and asked if they would be getting any in. I was told when it's in, it will be on the site. I asked if she would check to see if any was on order and was told they don't do that. On average I spend $25 to $50 a month on fabric. May not seem like much, but to me I want to be happy and feel good about my purchases and who I'm buying from. I spend my money elsewhere now.

  11. #11
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    This is interesting as I had the same problem with pay pal just before that date...more like the last week of Jan. I couldn't find the confirmation of my order that showed I had placed it but no payment. I, too, called and they told me no problem and took my information over the phone. They honored the daily deal price even though it was several days later. They are definitely a pleasure to deal with and their customer service is superb, especially for a small company. I take my hat off to them and salute!!!

  12. #12
    Super Member QandE2010's Avatar
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    Excellent customer service. I agree that it matters ALOT.
    Alma
    Nami to 6

  13. #13
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    I just order the periwinkle template and am anixous to try it

  14. #14
    Super Member catmcclure's Avatar
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    I had to be in Missouri, near Hamilton, the first of the year. I made time for a stop at MSQC. Jenny is the nicest person, they have a great shop. The sales clerks were also very helpful. It really pays to be local, because you still get the daily special at the special price. I will be dealing with them again, frequently.

  15. #15
    Senior Member bunniequilter's Avatar
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    Smart business move on their part. Its service likthat and you telling your story here that will bring more business their way.
    Quilt outside of the box!

  16. #16
    Super Member Caswews's Avatar
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    LOVE MSQC; they are just wonderful for their customer service and expertise.
    When Life brings big winds of change that almost blows you over.Hang on tight and Believe.
    Words and hearts should be handled with care-for words when spoken and hearts when broken are the hardest things to repair. Author unknown to me
    Do what you feel in your heart to be right; for you'll be criticized anyway-Eleanor Roosevelt

  17. #17
    Senior Member Gabrielle's Mimi's Avatar
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    I had a small problem last year. I placed an order but forgot to sign in first to get my points. I called the next morning and Jenny's son answered the phone. He could not have been nicer! He said lots of people forget, and he straightened out the matter for me. We chatted for about 10 minutes and he made me feel like I was an old family friend. I cannot believe that other companies "don't get it!" Customer service is so important, and we will all be repeat customers to MSQC because of their excellent service and their respect for us.
    Create with joy in your heart!

  18. #18
    Senior Member
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    That is great service. I posted recently about my terrible service from Hancock's. Black marks throughout the fabric and bad splattering of color on the Marcus Ombres. They know about these "issues" but do not feel they effect the quality of the fabric and will not pay return postage. No matter how nice and calm I was about it with them there was no budging them. I am still so steamed about this. I feel completely victimized. It is nice to hear other Companies are making up for it with wonderful service.

  19. #19
    Senior Member Helovesme's Avatar
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    It's probably one of the top reasons they are so successful. I think other companies could learn so much from them.

  20. #20
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    I have also had a problem with an order from MSQC and they were easy to work with..Connecting Threads is also a great place for customer service...

  21. #21
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    Agree- A recent little blunder at KQ found me receiving the wrong item (right description, wrong pic on website), so I called CS who said they'd credit me the price of the item (or exchange for the other item- either one was ok for me) AND credit my return postage (which was small, but still)...and to just make notation on the return slip of these facts, and the two reps involved.
    I ended up with the price of the item refunded, not my return postage, and no exchange. While I'm glad they at least refunded the purchase price, had they had the right picture to begin with, I wouldn't have had to send anything back...

    Yep, it's the little things. As big as they are, they could have gone the extra mile like you experienced. (Heck, it's not even a whole mile!)

  22. #22
    Super Member feffertim's Avatar
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    I think they are wonderful to work with. Their customer service is awesome, they always go above and beyond for you. I also had an issue with an order paid thru paypal, she told me there was some kind of glitch on the day I placed my order, and sent out my order the same day. I check their daily specials every day, they have great deals.

  23. #23
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    So good to hear a positive story about excellent service from Missouri Star Quilting,they definitely went above and beyond.

  24. #24
    Super Member jcrow's Avatar
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    I placed an order with MSQC and later I placed two more separate orders with them. Then I called them and asked if they could combine them into one order and just charge me $5 for shipping it all and the gal asked me to stay on the phone a minute and she came back and said 'yes' she had it all taken care of and I did receive one package with my 3 orders in it. Saved me $10! I've done the same thing since then and called and they've been very understanding. I seem to always find more items after I pay for my initial purchase.
    "Be yourself...everyone else is taken."
    Strong people don't put others down...they build them up."
    "Remember that your instincts are more important than rules"

  25. #25
    Senior Member 2blackcats's Avatar
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    Quote Originally Posted by EllieGirl View Post
    I love MSQC! I love their products, the thank you written on each order received, and especially the tutorials that are free!!
    Couldn't agree more. I would have expected them to treat exactly the way they did! Wonderful store and wonderful employees.
    Life should not be a journey to the grave with the intention of arriving safely in an attractive and well preserved body, but rather to skid in sideways, chocolate in one hand, WINE IN THE OTHER, totally worn out and screaming "WOO HOO, what a ride!"

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