How is Hancock's of Paducah customer service? They don't seem to respond to emails.
 

I was wondering what other quilter's experiences have been with customer service at Hancock's of Paducah. I sent an email last Thursday afternoon with all the specifics and haven't heard anything back. I resent the same email again earlier today. Just wondering if they don't actually respond to emails (used the customer service email from their website).

I only had an issue with them once but I didn't email them, I called. I ordered DuoFuse in the package and they sent me some cut off the bolt. I ordered 5 one yard packages and they sent me 3 yards. I couldn't tell if I got DuoFuse or something comparable but I needed DuoFuse to compare that brand with something else I had. When I spoke to the nice lady, after a little polite back and forth about what I saw on the website and what I actually got, she sent me a WHOLE bolt of it! Plus I got to keep the original 3 yards! Problem is, I needed the packaging to tell me how to use it (apply steam or not, etc.)--the bolt still didn't have the usual plastic that is normally wrapped around it like the other interfacings...lol.

They have been slow answering my emails as well but overall their service is great and they have always fixed any problems I have had.

I've have nothing but good service. They've responded quickly when there's been an issue with my order. I would try calling them instead of email (that's what I did).

Hancock's of Paducah is one of my favorite places for online orders. I have always gotten excellent customer service from them.

I have ordered online from them several times. I've never had a problem, except that it seems like it takes forever to get your order.

I have never had any problems. I would give them a call.

Call, rather than email...you'll get someone quicker. They are very good with their customer service, but are still a bit slow when it comes to electronic communications.

Well, the answer is that they do not have good customer service. AFter my two emails to customer service were unanswered, I called today and discussed the problem. They said they have had a number of calls about the same thing--black stains on multiple areas of the fabric and bleach splatter marks (one cut has an area in the "dark" area where there was obviously a piece of twine on the fabric so that spot is light--in a curved shape). They said that this is not a defective product and is not subject to return postage reimbursement. I spoke to a supervisor and got the same answer. Even though they know quite clearly that there are black stains and very errant coloration problems, they say this is a perfectly good fabric. They offer for me to return it for a full refund but that I will have to pay postage to do so.

This is an unacceptable outcome to me. I have never been so disappointed in a company's customer service before.