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Thread: Interesting Experience with Fabric Depot

  1. #1
    Super Member Mad Mimm's Avatar
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    Interesting Experience with Fabric Depot

    Hey all, just wanted to share a customer service story regarding Fabric Depot. They are a wonderful shop, and have always had a reputation for good customer service. Unfortunately, I have experienced problems with register errors a time or two and this last one was a doosey. I got my credit card statement and it showed a charge back in February for $76.49. I was confused because the last time I had shopped, I knew I spent around $40 (I remembered because I went way over my $20 budget!). So I went to the sewing room and retrieved my receipt (which I am amazed I kept because I rarely do) and sure enough, the sales receipt showed $42.11 but the card was charged $76.49. So I hopped on the phone and talked to a manager named Jan who researched the ticket and got back to me very quickly. Neither she nor I could figure out where that crazy dollar amount came from, but she reversed the charge on the card for the difference and took my mailing address to send me the receipt and some coupons for my troubles. I had to laugh, as I was reading her the card #, the last four digits of the card were 7649. Bingo!

    I shared with Jan the fact that, while I love Fabric Depot, I have personally experienced no less than 3 register errors during my brief shopping history there. While I was not thrilled about the error, I was happy with how they handled it and consider myself a satisfied customer. (Though I did tell Jan they really need to work in improving accuracy at the registers as they have a bit of a reputation for making boo-boos!) Still... situation handled to my satisfaction, that is what matters, right?
    Sheila N.

    When Thomas Edison invented the light bulb, he tried over 2000 experiments before he got it to work. A young reporter asked him how it felt to fail so many times. He said, "I never failed once. I invented the light bulb. It just happened to be a 2000 step process."

  2. #2
    Senior Member pinkberrykay's Avatar
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    Glad you caught the error, FD had no other choice to reverse the error. The way they handled it was professional and I would not expect anything less but I know "less" happens.

  3. #3
    Junior Member An Arm Long's Avatar
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    How many of us save the receipts. I do check my bank statements and credit card statements, but I think it pays to save the receipts - and I will from now on.
    Beth in Maryland

  4. #4
    Super Member feline fanatic's Avatar
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    Glad you got the issue resolved. I have always been very happy with any transaction I have had with the Depot, but all mine have been on line. I got the impression from your post and your location that this was an "in person" point of purchase. Interesting that they picked up the last 4 digits of the CC as the sale amount.

  5. #5
    Super Member DebraK's Avatar
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    I order from them online and have never had a problem.
    I have chosen to be happy because it is good for my health - Voltaire

  6. #6
    Super Member thepolyparrot's Avatar
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    I wonder if it would happen with a purchase of $200 and a card number ending in 1011?

  7. #7
    Power Poster dunster's Avatar
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    I guess I will have to start checking my statements. Living so close, I shop at Fabric Depot as often as possible. I didn't think an error like that was possible with the way credit cards are run these days, but obviously it can happen.

  8. #8
    Super Member Kitsie's Avatar
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    Hey Dunster! Heading there right after picking up my DC from PDX tomorrow! For the first of her semi-annual trips down here. Have you ever gone to Craft Warehouse across the river. 205 to Mill Plain to 134th on right. Great choice on flat folds! Worth the extra few minutes!

    Quote Originally Posted by dunster View Post
    I guess I will have to start checking my statements. Living so close, I shop at Fabric Depot as often as possible. I didn't think an error like that was possible with the way credit cards are run these days, but obviously it can happen.
    http://s1248.photobucket.com/albums/hh485/KitsieH/
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  9. #9
    Senior Member Learner747's Avatar
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    Always check your account and while in the store check the receipt. One day five years ago I caught three errors in one day in one town. My husband was impressed and took me to dinner.

  10. #10
    Super Member Mad Mimm's Avatar
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    Great advice all! The crazy part is that I signed the credit card receipt and did not even notice. I am usually a little more observant than that! I tend to watch the register entries and compare that receipt but have never had a different amount on the actual credit card transaction before. Just goes to show me - boy am just glad I saved the receipt! (Truthfully, I probably caused the distraction that resulted in the error - I can be quite a Chatty Kathy at the register!)
    Sheila N.

    When Thomas Edison invented the light bulb, he tried over 2000 experiments before he got it to work. A young reporter asked him how it felt to fail so many times. He said, "I never failed once. I invented the light bulb. It just happened to be a 2000 step process."

  11. #11
    Super Member catmcclure's Avatar
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    Quote Originally Posted by An Arm Long View Post
    How many of us save the receipts. I do check my bank statements and credit card statements, but I think it pays to save the receipts - and I will from now on.
    Every time I order something on line, I get a confirmation email. I store that email in a folder called "Merchandise Ordered." That way, it's there and I can check everything off, even if it's months later.

  12. #12
    Super Member valsma's Avatar
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    Glad you were able to figure out the discrepency. I've never been to the physical store but shop their online store a lot. The last two time I have oredered there have been some minor issues with getting the fabric I ordered when it is a sale fabric. Since I get email notifications for their sales, I usally do my purchase the same day the sale starts if there is something I want. It seems their process time for orders has gotten longer than it used to be. Luckily once it has been processed, it still only takes a day or two to get here.
    Tammy

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  13. #13
    Power Poster Prism99's Avatar
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    You know, it's possible also that this was fraud. Someone I know goes over her credit card statements in detail monthly, and she noticed a gas station amount that was off by $20. She went to the bank manager, who looked at the surveillance tapes in the store. Turned out that the cashier was adding money onto customer receips and pocketing the difference. (Sorry, I don't know exactly how it was done, but I do know that this actually happened.) I'm sure there are real errors also, but it's important not to rule out theft just because it's a credit card.

  14. #14
    Super Member CherryPie's Avatar
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    Thank you for the heads up. I do all my ordering from FD online. I do save all my receipts when I use my debit card but I have to admit I don't when I use my CC. I will definitely be more careful.

  15. #15
    Power Poster BellaBoo's Avatar
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    The same mistake that happens more then twice at the same store will never see me again.
    Got fabric?

  16. #16
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    I've ordered from them a few times, and I must say the last order has been a total mess. I had ordered in Jan or Feb, order came right away and was great. Then on March 1, I put in a BIG order. A week later, I called to ask if they had received it 'cause the debit hadn't cleared my checking account yet, and or course, no order had shown up at my house yet. So the next day I got a "tracking" notice from UPS saying my order would be delivered March 15. March 15th??? This is NOT acceptable and I'm afraid I won't be using them again...when I order fabric it's because I need it, not because I'm longing for something to pet. That's too bad, the quality was good and they answered my questions regarding the order, but that doesn't add up to good customer service in my book. Just sayin'...
    If you feel like you're special...it's 'cause you are!
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  17. #17
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    Yes I have had trouble,during the batik sale getting what i ordered and having it sent in a timely manner.

  18. #18
    Senior Member echoemb's Avatar
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    Quote Originally Posted by Prism99 View Post
    You know, it's possible also that this was fraud. Someone I know goes over her credit card statements in detail monthly, and she noticed a gas station amount that was off by $20. She went to the bank manager, who looked at the surveillance tapes in the store. Turned out that the cashier was adding money onto customer receips and pocketing the difference. (Sorry, I don't know exactly how it was done, but I do know that this actually happened.) I'm sure there are real errors also, but it's important not to rule out theft just because it's a credit card.
    Watch out for the Cash back buttons also. Clerks have been known to select cash back on their side of the register and then pocket the money. Most customers don't check their receipts and they get away from it for a long time.

  19. #19
    Super Member onaemtnest's Avatar
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    Thank-you Sheila for posting this. I have shopped online Fabric Depot and your experience makes me wonder if I may have been over charged or undercharged, not with just this company but other companies as well. Human error is always a possibility as this no doubt was a fat fingered mistake.

    Point well taken that we do ourselves a possible injustice by not checking our statements against receipts.
    Smiles from Idaho,
    Onalee

    "What if you woke up today with only the things you had thanked God for yesterday?" ~ Michael Hyatt

  20. #20
    Super Member onaemtnest's Avatar
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    Quote Originally Posted by CherryPie View Post
    Thank you for the heads up. I do all my ordering from FD online. I do save all my receipts when I use my debit card but I have to admit I don't when I use my CC. I will definitely be more careful.
    I too use to use my Debit Card when ordering online. Then a while back the Today Show had a segment warning that if you use your Debit Cards online you DO NOT have the same protections that Credit Cards give you in contesting a charge should there be a problem.

    Just food for thought to check with your bank...that if your Debit Card # should be hijacked by unscrupulous clerk and they could potentially wipe out your bank account.
    Smiles from Idaho,
    Onalee

    "What if you woke up today with only the things you had thanked God for yesterday?" ~ Michael Hyatt

  21. #21
    Super Member SunlitenSmiles's Avatar
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    sunspots, magnets, etc. can also cause computer errors ......... always check reciepts

    the money saved can be used for fabric !!!!!!!!!!

  22. #22
    Senior Member Elaine433's Avatar
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    Especially with prices what they are now, you need to check every transaction from wherever you shop. This type of error happens all the time, not just at fabric shops. The way they handled this mishap makes for good relations.
    I especially check the receipt from the grocery store. Some of the errors....jello 3 for .99--charged 9.99, bagels bought 2 was charged for 22. Just an example.

  23. #23
    Super Member Momma_K's Avatar
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    To bad most other businesses aren't so honest and helpful! Nice your experience turned out well for you!
    Thank You Lord for answering my prayers, in this I am truely blessed!

  24. #24
    Super Member valsma's Avatar
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    In save all my order confirmations in a folder in my email also. It save hassels later.
    Tammy

    Life Is A Banquet and Most Poor Suckers Are Starving!

  25. #25
    Power Poster solstice3's Avatar
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    Glad it turned out OK. Never thought about checking receipts against statement... thanks

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