Happy, happy customer
 

I haven't been happy with both the cost and the quality of batting I have found in shops near me of late so decided I would try a local but online only company and what's more, I made the big decision that I would buy a bulk roll as it would work out very economical even factoring freight. And gee, if I bought a bulk roll, at the speed I make quilts it would last me forever and a day! I was a bit scared of committing to a bulk purchase without seeing the batting so decided to buy just enough for my current quilt I'm working on to see if I liked it.

Well, my batting arrived today freighted out to my DH's work where we get all parcels delivered. (We live on a main road and daren't have stuff left on our front step.......sure it would get swiped before I get home). Anyway, I had to wait all day for DH to get home and how excited was I to rip open my parcel...only to find that instead of a 2 metre length I had only a 1 metre length. In dismay I checked my invoice sure I had made an error but no, all was correct, I had ordered the correct width and length. It was too late to ring them so I sent an email hoping it would be read first thing tomorrow. I offered to return the piece in person and collect the correct piece to save them the hassle of postage etc and was hoping they wouldn't just send a second small piece to me for me to sew to the first bit......I guess I could if need be but it certainly wasn't my preferred option.

But my goodness me, within 20 minutes of my sending my email I had a reply back from the company apologising, advising me the correct amount would be freighted to me first thing tomorrow and would I please keep the first piece as an apology for the inconvenience!!! What terrific service! And you can bet your bottom dollar that I will be making that purchase for the bulk roll next time....with confidence! Just brilliant customer service!

Don't you just love a happy ending!!!!:thumbup::):)

This happened to me with a cot bed mattress I had ordered, one arrived, looked OK to me then I got another one, I emailed the company and they advised they had sent the wrong depth of matress and sent replacement and to keep original for inconvenience. It's great when companies go above and beyond with customer service.

How wonderful! If they are that accommodating, you might want to check and see if you could pick up your roll of batting in person. They might not want to do this for most orders, but might make an exception for that huge box.

it is nice to hear that customer service is still alive and well.

Great customer service will keep customers. Why doesn't all business know this?? I have one bad experience with a company I don't buy from them again. With my money you get one shot, no second chances.

I agree with you completely..not only in quilting, but everything I do/ pay for..
just had some nightmare phone dealings..not quilt related.

I love a happy ending!!!

Dina

I too have had great customer service from a company that brought me from the depths to, "Wow! Can you believe that!" I think we need to brag the company up and share who they are. Mine was a torn, shredded order that was in a gray plastic shipping bag. USPS had taped it up and shipped me the remains, some were untouched. Craftsy replaced the entire ($100+) order. I made a quilt from he untouched layer cake and donated it.

I love happy endings.

So glad everything worked out for you.

It is very important to let others know about great service. So often we just want to tell others about a problem. Thanks!

That's terrific!

Awesome... I'm sure you will find uses for the extra roll and I'm sure you will be a loyal customer!

I want to shop there, wherever it may be(?)

What is the company's name. I want to shop there.

so.... was it a name brand batting? were you satisfied with the batting itself?

Sounds like a company that cares for their customers and their reputation !!

I bought a panel from Marshall's Dry Goods and it was the wrong one. When I called they sent the right one and told me to keep the wrong one. I bought a kit from Connecting Threads and the panel to use in the quilt with the sewing ladies was not there. They gave me credit for the kit and I got to keep all the rest of the material, yards of nice material. Nice to hear of good places to shop.

Once I got the wrong fabric from Quilt in a Day. Three yards that was totally unlike what I had ordered. Called them, they checked and said "Yup, that's not what you ordered. We'll send the right fabric out immediately." I offered to send the mistaken fabric back to them but they said to keep it for my trouble. Now I'm a loyal customer.

Several years ago I bought a very large cutting mat from Nancy's Notions. When it arrived one corer of the very large box was broken. When I opened the box the mat was bent where it had been pushed back into the box. It would not flatten out at all.
When I called to ask them what to do with it, the operator was quite upset, checked around and told me they would send another and to keep the first one. They did this on my word that the mat was bent.
Needless to say, I am a customer for life !!

Yes, I do love happy endings too! I had a similar experience at Joanns online recently. I ordered fabric that was on sale & you had to order 3 yards to get it at the discount price. I ordered a lot with a gift card from my daughter but there was 3 fabrics that was shorted by 8-18 inches & none of them were 1 piece. Some were in 3 or 4 pieces. I called mainly to let them know of the shorted fabrics. The lady was super nice & apologized & told me to hold a second so when she came back she said for me to keep all of the fabric & she was going to re-send all 3 fabrics (3 yard pieces)I couldn't believe it. I told her I would send this all back but she said to keep it for my troubles & maybe I could use it in a project. I only wanted her to replace what I was shorted but she certainly went up & beyond for me. Great customer service!

wow Got Love it when the company acknowledges there mistake and have no problem fixing it. Love it when we Get awesome customer service. Also Love happy endings Thank you for sharing your story with us :o

It gives me great confidence buying on line when I hear about companies like the ones mentioned here (I happen to use all of them).

Where is the "like" button?

jmoore...no, it wasn't a whole extra roll the wrong size, the first piece was my "try" piece and was 1 metre long instead of 2 metres. But yes, it will definately come in handy for another project.

kathy.....the brand is Matilda's Own 60/40 Wool/Poly. I really like this wadding.

marymary....the company is Ozquilts. Once again...terrific customer service.