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Thread: Giving credit where due

  1. #1
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    Giving credit where due

    When things don't go well, it is so easy for me to complain. However, this past month I have had the most pleasant experience with fabric.com that I wanted to give credit to them. In October, I had ordered enough material for a quilt and from the picture (having not seen it in person), thought it was exactly what I wanted. Well, it wasn't what I had in mind when it arrived. I am sure it was exactly as portrayed, but not what I had envisioned and not what I thought would work after all. Without question, they accepted it back and paid for return shipping and refunded my money. Then this week, they had the fabric that I have been longing to locate. Local stores have one or two pieces, but not the collection. So I ordered a few days ago using their coupon code and saving a bunch of money. They indicated that they had three yards of the border fabric that I wanted. I ordered it and found they didn't have that much left and what they had was in two pieces. They contacted me wanting to know if that would work. I have to have enough to use for a mitered corners of the border so it has to be one piece. They have been so pleasant to work with and not quibbled at all. When I talked on the phone with the customer representative, she was so pleasant. I was drilled and schooled on customer service in my job and my experience with them personifies what I was taught. I am so pleased. I hope everyone had a great Thanksgiving.

  2. #2
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    I've had the same good service from Fabric Worm. They've called to let me know they were out of something. Good to deal with nice people!

  3. #3
    Super Member Treasureit's Avatar
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    That is great to know...it gets challenging when ordering online, but with this kind of customer service...you can't go wrong.

  4. #4
    Super Member DogHouseMom's Avatar
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    I have nothing but good things to say ... even after mis-haps. I recently placed a big order (when they had their big sale on Kona Cottons). They contacted me to say they did not have a 4 yard cut of one of the fabrics, but they had two 2 yard cuts and would I accept it. I was very pleased that they took the time to ask. I agreed to take two 2 yard cuts.

    As it happens, when the box arrived, there was only one 2 yard cut of this specific fabric. I can well imagine how the mis-hap happened in shipping - especially during a time when so many orders were placed (this was a HUGE sale!). I contacted them and they immediately credited my account.

    I can understand mis-haps ... they happen ... especially when they are super busy. I bear no ill feelings for it as it was corrected immediately.

    BTW - their cuts were quite generous as well.
    May your stitches always be straight, your seams always lie flat, and your grain never be biased against you.

    Sue

  5. #5
    Power Poster ckcowl's Avatar
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    i've been shopping with them for many, many years- they are my (go-to) store when ever i need anything- they have always been great about fixing any problems- which don't happen often- the customer service people are great- their sales are great- one of my all time favorite on line places to go- so glad to hear others feel satisfied too..i was buying from them before i really started quilting- making clothes for kids/relatives.
    hiding away in my stash where i'm warm, safe and happy

  6. #6
    Super Member HillCountryGal's Avatar
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    I too have had good experiences with fabric.com. And their customer service people are WONDERFUL. I felt like I was talking to someone that understands fabric/sewers/quilters.

    Thank YOU Quilter 65 for posting your positive experience. It's so easy for us to complain and never mention when things go well.

  7. #7
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    Hill Country Gal, I recently had a pleasant experience in Texas as well. Stopped at Stitchin Heaven in Mineola. Wow! That was a great experience as well. Didn't have as much time as I would have liked, but would love to shop there if it were many, many miles closer. Such pretty fabrics. And the displays, fantastic!

  8. #8
    Power Poster joyce888's Avatar
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    Fabric.com has always been my first company to recommend to anyone wanting to order fabric on line. Any problem I've had has always been dealt with in a very positive manner.
    Joyce

    Four things you can't recover: The stone.....after the throw. The word......after its said. The occasion.....after its missed. The time......after its gone

  9. #9
    Super Member Amythyst02's Avatar
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    Its so nice to hear good things, thank you all for posting your good experiences !!!
    Amythyst

  10. #10
    Super Member Teacup's Avatar
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    I give them a thumbs-up too! Great service. I got 3 yards of a fabric I didn't order and did not have one that I did order. They immediately sent the right fabric and did not want the other returned.

  11. #11
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    My experiences with Fabric.com have been nothing but great.

  12. #12
    Super Member Yooper32's Avatar
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    I started buying fabric from Fabric.com when they first opened up their cyber business in Marietta, GA.. Never had a problem with an order in all these years. I used to love it when you would get a friendly e-mail from Stephen talking about his family and what they did over the week-end. It was like chatting with your uncle.
    Yooper32 aka: Donna B

  13. #13
    Super Member glenda5253's Avatar
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    Have not shopped with them yet but this is not the first thread I have read about their great customer service...will have to check them out one of these days!

  14. #14
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    I, too, have had wonderful experiences with fabric.com. Several months ago I placed a large order with them; part of the order was 3 yards of an inexpensive, sale cotton print for the back of a lap quilt. When my order arrived, the inexpensive fabric was missing, and in its place was 3 yards of a gorgeous Kaffe Fasset print! I called customer service to explain the mix-up and offered to return the Kaffe Fasset fabric in exchange for the one I'd originally ordered. The customer service rep was most appologetic for the error and told me to keep the Kaffe Fasset fabric and they would send me the one I'd ordered--which arrived three days later! I still haven't figured out what to do with the Kaffe Fasset print. It will come to me some day when I rediscover it under the piles of fabric I have since purchased .

  15. #15
    Super Member nstitches4u's Avatar
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    Thanks for the recommendation. I haven't purchased from fabric.com, but I will now.

  16. #16
    Super Member Pam S's Avatar
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    I have also had great customer service from fabric.com. A couple of months ago during one of their big sales, I ordered 3 yds of wide batik for a backing in a color I'd been searching all over for. They called me on the phone to tell me they only had 3 different length pieces of that fabric that were all less than 3 yds, told me the sizes of the pieces, asked if I could use 2 pieces and suggested another color that was close. I was ordering more than I needed in the first place so I was able to go with one of the shorter pieces. I was really impressed because I've never had a company call me before to suggest other alternatives.

  17. #17
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    Good to hear! Thanks for letting us know.

  18. #18
    QM
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    I have been using fabric.com for 12 years. The only problem I have ever had was once when I did not read the listing correctly. They would have taken that back, but I found a better use for it. In shopping with them, I have found some really great stuff that I certainly would not have gone looking for. For example, brushed denim makes great , soft backings for drag around kid quilts. They have always been pleasant AND FAST. I live in a very small mountain town, so I really appreciate them.

  19. #19
    Super Member mimiknoxtaylor's Avatar
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    Great to hear. I' m doing more online shopping since my mobility has greatly decreased and using by walker isn't always easy in stores.
    Thanks for the info
    Joyce T, RN retired
    Laughter is the best medicine

  20. #20
    Member dluttrell2's Avatar
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    Wow! Your LQS needs you!

    Hey everyone - hope you all had a very merry Christmas and everything that you deserve was under your tree this year. I am the owner of Stitchin' Heaven in Mineola (thank you Quilter 65 for that awesome testimony!) and have been in the business of providing a quality operation where you can purchase your fabric for over 16 years. It has not been easy.

    There are many hard-working women and men who have put their heart and soul into their local quilt shop business. Internet makes the times what they are I realize and if our consumers of fabric are content to shopping at places like fabric.com we cannot compete. It is just simple: if we don't have the sales we cannot pay our expenses and that equals out of business.

    Fabric.com is owned by Amazon.com and it puts them in an entirely different category. Your local quilt shop does not have the volume purchasing power to go head to head with these companies. In our world Internet and big box companies are taking over leaving us with vanilla choices and not much personality. Your local quilt shop is one place that is different from all the rest. A place where you can get a sweet greeting and good service. I know you may think "if I shop at a place like fabric.com every once in awhile it won't hurt anyone..." but it does. Your local quilt shop needs every nickle it can get to keep the doors open - literally.

    So please tell me how you feel and I ask this in the most sincere way possible. Do you want your local quilt shop to survive? I ask that question and ask you to answer it honestly. No reprimands. No judgements. If you don't then perhaps the lqs owners of today should be earnestly be evaluating the future of their stores and whether or not they should try to continue.

    Would you like to live in a world without quilt shops?

    Your friend in quilting - Deb Luttrell, owner of Stitchin' Heaven, Mineola, TX

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