About 2 weeks ago, DH and I went to the local Hancock store and bought over $100 of fabric. We were presented with a $20 coupon, good on any purchase over $20. I was thrilled! Free fabric!! Well, on New Years Day we went back to take advantage of their 50% off sale, and when we tried to use the $20 coupon, she asked us for the original receipt. I told her we didn't know we had to have it. We weren't told to bring it back. She says, "it's printed on the back of the coupon", and sure enough, in about 7 pt. type on the botton of the back it says you have to have the receipt from the original sale so they can verify it was a real coupon. I asked for the manager, and she yells across the store "..can you come here for a minute". The manager wouldn't come because she was on a ladder, so she starts yelling across the store to us. She wouldn't even come and talk to us.

I was really PO'd by her attitude and her lack of customer service. I told my DH, maybe we just need to go to Joanne's from now on. We spend lots of money at Hancock, and I don't appreciate being treated like she doesn't have time to deal with our little problem.

Thanks for letting me vent.

That is about as rude as it gets...I can't believe she would not get off the ladder to come and talk to you....

that is awful..maybe you need to talk to the REAL manager, or whomever is IN CHARGE of the entire store..that kind of person should be working in the back room, stocking shelves, not on the sales floor.

How RUDE!!!

Call the store and ask for the district manager's name and number.
Email from the store's website a customer complaint.
DO NOT let this one fly...it was rude and uncalled for!!

i totally agree with Charlee, don't let this one go. if they give you a coupon why on earth would they need to double check to see if it's real later on??? i've never had to bring in any receipts to any store to use a coupon that they gave me!! that's really uncalled for to be yelling across the store too-not good. hope that you don't let this one go and finally get some service from someone!!

I think you need to go above her. There are alot of people out of work and she obviously doesn't need her job. Sometimes Hancock has good deals and I would hate for that rude person to deter your going in there anymore.

Thanks for the advice, and I did it. I went to the website and put in exactly what I wrote above, including my name, address and phone number. I hope I get an answer. I'll let you know what they say if they reply.

Janice

That was wrong the way they handled it. When I went to Hancocks and got my coupon, the sales clerk stapled my coupon to my receipt and told me I had to bring both back together. I hope they do something for you

That's exactly what I told the manager (rather, yelled back to the manager) should have happened. If I needed to bring it back, they should have said so and stapled it to the coupon. The clerk said they don't staple it until you bring it back. It was just silly for them not to be sure we knew it had to come back. Sounds pretty sneaky to me.....sort of a lie by omission.

I agree I don't understand why they wanted the original receipt and there was no reason for her NOT to come and talk to you in a normal fashion. The only thing I can think of is THIS store did not inform any customers so when the customer comes back without the receipts they are catching a ration of S**t ! as they should :hunf:

I haven't had a RUDE Hancock Store Manager...STUPID...yes. At Christmas time they had FQs for .99 well, I got my Christmas FQs and one rang up $1.25 and another $1.99. He said he couldn't let me have them at .99 even though they were obviously Christmas fabrics. I'm thinking... You're the manager...do a price override!...I didn't...it just saved me $$ because I was just adding to my stash...nothing I had to have.

I have been lucky with my Hancocks. They have always been wonderful. Your manager obviously doesn't value her customers or her job. I'm glad you registered a complaint.

Very, very Rude!! She should have at the very least come over to talk with you, not yell. Very unprofessional if you ask me. I'm glad you wrote to them, hope you get a positive answer.

Oh my gosh, HOW RUDE :-(

I hate that you had to go through an experience like that. But I would let corporate know how you were treated and not through the email system thats in place. 80% of the emails just get deleted, ignored or the people who really need to see them never do.

Pick up the phone and talk to someone at the corporate office and let them know that your money can be spent where ever you want it to. And if they do not want it then I am sure that you can find some one else to give it to. Make sure you talk to somebody in Customer Relations or their equivalent. Believe me they love to hear feedback about their retail management! If it wasnt for unhappy customers they would not know about half of the problems that exist in the stores.

Before I retired in the corporate world my job was to clean out the crappy management at the lower level and make our stores more profitable. I would fly into town and walk in the district offices they would all cringe. They knew that I could have any of their jobs if I wanted them gone and I have been known to fire every employee in a store and start all over. Our auditors used to get a kick out of me because I was so ruthless about it.

But back to the "if I had a rude store manager at Hancock's" the answer is yes I did. And after telling him that I would mop the floor with him if he ever put my fabric back up while I am shopping (usually buy the bolts) he and I have been really good friends! :lol: :lol: :lol:

Billy

If the manager doesn't watch herself, that store could be on the CLOSE list. I called corporate about the store closings and asked what were the requirements for closing a store and the first on the list was the amount of complaints about the store. Really glad we got to keep ours.

Totally uncalled for!! To be very honest, I've gotten to where I refuse to go to Hancock Fabrics!! Just found out my local Walmart is being remodeled - so no more fabric. Thank goodness I can get on the internet, and I only live 45 minutes from Mary Jo's!!!

I love Hancock Fabrics!

Our JoAnns is a dinky little store on the other side of town and from what I have read about their quality of fabrics and customer service I am glad I do not have to go there. Plus Hancocks will take their coupons!! :thumbup:

Billy

The manager (I think) at our eastside Tucson store is a pain in the... the you know what. One day my friend and I were there near closing time to check out the goodies in the the clearance bins, ie $2.95, 3.95 etc. We both picked one we each wanted a couple of yards from. The measuring lady cut the fabric we wanted. She gave us each our fabric and our paper with the price and amount. We also had other fabrics. We paid for our purchases and left the store. The manager - a man - locked the door on us. We looked at our receipts. We found that he gave me the price of $2.95 a yard while my friend's was the original price. We knocked on the door but he refused to let us in after we told him what he had done. He said, "come back tomorrow." She went back a few days later and got her discount. At least 8 miles each direction. Inconvenient. It is not the first run-in with this guy. Other's in our quilting group complain about him too. He is RUDE. I think I will pursue talking to the district manager.

That is why I do not ever shop at Hancock Fabric Stores. My daughter and I were treated just as poorly and to be honest we do not need that type of behavior when I am spending my money.

And retailers wonder why more and more people shop the internet. They don't realize how important it is to be helpful and put customer service first. What ever happened to the 'good ole' days'? My LQS is the rude one. Maybe rude isn't the right word, but I will go 10 miles out of my way to shop elsewhere because each time I've been in the LQS they treat me like nothing. I guess I don't look like one of their regular quilters. I don't attend any classes, nor am a member of a local guild due to work schedule. They act like a clique. I will try again this summer and hope for it to be better. (Have enough fabric til then).

Each Hancock's Fabric store owner hires the store manager. And all the owner's I met only cared that they had someone that showed up to work. Hancock's Corporate office does not interfere with the owner's choice of employees only that the stock is ordered and paid for. All the Hancock's but one in my area closed and I really think it was because of stupidity on Hancock's part not caring about customers.

Visiting my local Hancock's is about on par with visiting a McDonald's. It's certainly not an experience that draws you back to the store, which is what they should be aiming for.

This remines me - years ago when I was sewing for my girls I was visiting my in-laws and I went to a fabric store where they had some calicos I wanted on sell. I picked out ONLY 10- the lady gripped about having to cut 1/4 yards and kept saying stuff like how hard I was making her job. Other ladies were staring at her.. I was steaming - and thinking WHAT?? so I thought i'll fix her wagon. I was coming back the next day bez i had seen fabric for school clothes BUT I was in a hurry - i marched over and got 10 bolts-got each cut different lengths, changing my mind as she UNFOLDED each hahhaaa - when she finished and I was turning to walk away - I said next time treat your customers better...and by the way I KNOW your boss - hope you like your next job better ! ! Good day

I had a similar problem at Joanne's. The cashier yelled at me until another customer came up and then he was all sweetness but by then I was p....d. What happened to customer service? On the east coast of NH we don't have many fabric shops so we are stuck with what we get unless we buy on line and then you pay for the cost of shipping. Sewing and quilting are my vices so I can't give them up. :)

One bad letter written about the store needs 10 good letters to get the manager out of trouble. The manager or even a clerk in trouble means that everyone gets into trouble, no matter who caused the problem.

I worked at Hancock Fabrics for 6 years. It was one of the stores that closed because it did not keep the profit margin up, and the clerks worked less and less hours, which caused the customers to be unhappy and to write letters about not getting waited on.

The number of hours the clerks work is based on sales. The manager is salary and has to work a minimum of 40 hours. Most managers work longer hours. The less sales, the less help. If your Hancock store is truly that bad less customers will come in and it will probably be one that is cited for closure.

Sometimes you get bad service. If the store gives more bad service that good maybe it should be closed.

I am so sorry for your experience, unfortunately this seems to be par for Hancock stores. The way they act you would think you were taking money out of their pockets.

Hancock's doesn't have a place online to make a complaint about a particular store. I tried to do that with my local store. After I finally got a reply and sent my complaint, I didn't get any response at all. Now we all know why they went bankrupt and had to restructure. I am stuck with mine as we have no other fabric store in town, Walmart quit selling fabric a couple years ago. So I save the Hancocks store for when I have to something right now and have no place else to go.

I believe in "you get what you pay for". This is only my opinion and I don't expect everyone to agree, but I feel that the stores that sell the higher quality merchandise have better staffed stores. It seems that way to me. I want shopping to be enjoyable and I will pay a little more to end up with better quality merchandise and a better shopping experience. I realize that everyone cannot do this and right now my finances don't allow me to shop AT ALL, but I'll just go without right now instead of lowering my standards. Take notice of how staff treats you in a local quilt shop - hopefully you are treated better!!

Boy that manager must of never heard of customer service.
Don't let it go because if she treats you that way she will treat everyone that way so you will be helping other if you let them know. Also it would be better to give you the discount and let it go than to lose you as a customer forever. You know sometimes you have to bend a little to keep your customers happy and 20$ would not put Hancock's out of business I am sure. PLEASE contact a District Manger and let them know about this incident.

Hi,

You need to contact corporate and complain as they need to know how the manager is treating customers. After all without customers they would have no business. Please keep us posted and let us know. You should call and talk to a real person and complain.

Karen

I agree with you on this one, I went to one of the LQS around here and when I was there they looked at me like I was a dip wad for even coming into the place. I guess since I am a guy I dont know what I am doing.

The lady (owner) asked me if I was shopping for my wife and I told her no that I was starting to learn how to quilt and was needing a few things. She offered some courses and I declined at the time because of a few projects I had going on. Then she start quizzing me about what machine I was going to use and when she found out that I was using a 100yo treadle she told me "Good luck with that" in a snippy attitude.

After about 15 minutes of her attitude and I just told her she didnt need any of my money and walked out.

Billy

Take your coupon to Joanns.

I HAD MORE THAN ONE AT JOANN'S. I PURCHASE SEVERAL
ITEMS THAT WERE ON SALE. WHEN I GOT TO THE REGISTER THEY CHARGED ME FULL PRICE. I WAS TOLD THE SALE ON FONS AND PORTER WAS ON SELECTED ITEMS. THE SALE SIGNS ON THE PLASTIC STORAGE CONTAINERS WAS JUST FOR "REFERENCE ONLY". AFTER SPENDING JUST ON LINE
AND ASKING THE CASHIER FOR A REFUND 45 MINUTES. WHEN
I COMPLAINT TO SERVICE DEPT. THEY DID NOT HAVE A MANAGER ON THE FACILITY AND SOMEBODY WOULD CALL ME LATER. HE TOLD ME "IT HAPPENED AND THERE IS NOTHING I CAN DO ABOUT IT". THE ITEMS I WAS TOLD WERE ON SALE AT
THE STORE AND IN THE INTERNET. I WOULD CHECK MY RECEIPTS WHEN YOU SHOP AT JOANNS.

That really disgusts me. I work with people all day. They are not all pleasant but I still give them curtesy. I'm glad you reported her. She should be reprimanded.

I am so sorry that you had such a bad experience with Hancocks. Please come to the store I work at and I guarantee that we will treat you right...at least when I'm working!! I recently had a customer tell me that she had the most fun at a fabric store, when I was working. I like to make the customers laugh and have a good time. If something is on sale, I just verifiy it and give them the discount. Come on down to Midwest City, OK and I'll be glad to help you. You can't miss me, I have the lovely SILVER hair and big smile.

Well, for all the bad service we all get, you will be happy to know that my co-workers and I do our best to be friendly and helpful to all our customers. We are truly interested in what they need, what they are making and offer suggestions or work with them on problems they may be having with projects quilting and sewing and crafts. I work at a local Walmart that fortunately still sells fabrics and we have been told that we are keeping ours even when they do the remodel this year. I sure hope so --- I like working in that department. I know the fabrics are not the best quality, but for most of our customers it is what htey are looking for and hate going to other fabric stores in the area bc of the price and service. We have a couple LQS as well as a Hancock store.

i have been to our Hancock store maybe 5 times and everytime there is someone working there that is rude or they act like they dont have time to help you with anything because they are stocking or straighting up a shelf that is why i go to Jo ann fabrics the people there are super nice and greet you the minute i come in the door
im beginning to think hancocks doesnt care who works there as long as someone is there from open to close

I agree, you get what you pay for. Sadly, there are many of us who simply cannot afford the prices of our LQS. If I could only buy fabric for $9 a yard, I would have very little fabric at all. Maybe if the LQSs had coupons like Hancocks or Joanns more people would shop there. Just a thought.

Billy - you would NOT have problems at any of my LQSs! We've got several men who quilt and all the ladies just love seeing a man walk into their shop. Trust me, here you would get fawned over and made a big deal of, then talked about to all the other customers and their friends about how wonderful it is that more men are quilting nowadays. ;)

Honestly, I don't think it is any one store in particular that can claim the fame of rudeness. Customer service seems to be going the way of the dinosaur at ALL businesses. There are those who are still wonderful and give great service, but they are now the exception and not the rule. Remember when it used to be that the 'Customer is Always Right?' Try convincing someone in business of that now and you'll end up with a headache and likely a bad taste in your mouth from arguing. :roll:

jljack: Did you ever get a response back from Corporate?