Items canceled from order?
 

Did you ever place an order for fabric online, and have some items canceled from your order, with no reason given?

The reason I ask is that we received a call on Friday from someone who *thought* she'd ordered from us, and was upset that she had not received one of the fabrics she'd ordered.

Turns out she'd ordered from a big online store (whose name I won't mention).

Have you ever ordered fabrics online, and then had any items canceled on you? Did you receive an explanation?

Just wondering...

Yep, made me mad as I saw the same fabric from the same place listed through Amazon. Wonder if it was the same one. I won't order from there again, at least for awhile till I get over my mad spell, lol.

Actually, I have ordered from Joann's and if they are out of stock, instead of sending when they get it in again, they cancel and you have to order at a later date. I do have to say though, Joann's does e-mail you lo advise you when they do this. :)

When that has happened, both times the companies tried to reach through email to see if the smaller yardage they had was acceptable. One company was an online giant and the other was batik store. I appreciated the effort to communicate as well as the effort to accommodate me.

That happened to me once. I had ordered two different collections of fabrics, to make 2 quilts for my nieces quilts. They mailed me the fabric without several of the fabrics to each collection. It was impossible for me to make the desired quilts. I was very upset, and called to find out what happened. They were very nice, explaining that they had sold out of the missing fabrics. They would send a UPS box to my house and I could send the fabric back for a full refund. That was great, but I would have liked to have known from the beginning so I would not have wasted my time designing a pattern for that fabric.

Yes I have had that happen but was notified by email. One store tells you the yards available.

I've had parts of an order cancelled, but only for 'sale' fabrics that were out of stock by the time they 'picked' my order. These were fabrics that they were not going to restock and they let me know via email that those items had been cancelled and why. They also email me if an item has gone on backorder and give an estimated date of arrival.

Backordered items from this particular supplier do not have to be reordered (I am given the option to cancel if I prefer however) and they will send them when they arrive. My CC is not charged until that time and I do not pay extra shipping. I'm very happy with the way they do business.

Yes but I was contacted letting me know and my card was refunded before they send it. They explained they wanted to know if I wanted something else in it's place or a refund. Very nice about it.

I have had some dropped, but they called me first and told me about it and why, that was Fabricdepotonline.

No, I haven't had that experience. I HAVE ordered from Fabric Depot and they did not have the yardage I wanted, but they held my order and called to find out if a smaller amount would suffice. I appreciated this. I won't get mad if the business calls to work it out, but I WILL get mad if they don't attempt to communicate and short-ship the products I ordered. There are some places that allow you to enter your instructions for how to handle this situation, should it arise, when you complete your online order.

Some quilt shop web sites have a small questionaire toward the end of the order form, " Send what you have, Im stash building" etc. and a few more questions, If you don't answer one of these, and they have to short your order, you are not notifyied. I always put in a message somewhere to let me know if they are short something I ordered.

My view of this situation is that if the shop is short on a fabric, they should always contact the buyer before shipping the order.

It could be that the fabric in question is required, in order to use the remaining ordered fabrics, or a lesser amount is ok (or not), or the buyer would like to make a substitution of a different fabric.

Good customer service includes the fact that the customer should never have unpleasant surprises when they open the package...

I recently placed an online order with Joann's for batting that they had on sale. 3 items were cancelled as they were out of stock - guess their back in stock now at full price

Haven't had anything cancelled without an explanation. But I did have a well-known online shop send me only 1/2 yard of a striped border fabric when I ordered 2. The 1/2 yard was pretty useless to me, even as an addition to my stash. I had a company contact me when they were 1/8 yard short of the amount I ordered. I call that good customer service. Since I'd ordered a little extra the amount they had was OK.

I used a gift card and placed an order and waited for over 3 weeks for my order and one day a letter from them arrived with a check for the amount of the gift card made out to me. No note, no explanation, no nothing. What was that all about?????

I ordered from over in USA and had a call explaining they could not fill all the order and offered subtitles .

There are times when they simply run out of fabric. Keep in mind, they are filling thousands of orders, not just yours. The order was not cancelled, they were not able to fill it.
Come on quilters, its just fabric, not life and death here. Theres always another fabric that can be substituded, or the fabric can be found somewhere else. I have ordered online, and not received all the fabric I ordered. I simply found another fabric to use in my quilt.
Lifes too short to make a mountain out of this.

rather than wait for the fabric shop to cancel a certain part of my order, i put in the comment area that if a certain fabric is not available from a list that i have made, i want to cancel the others (or the entire order). so far, i have been lucky enough that this has not happened. it has been quite some time since i ordered on line, but i will if i need a certain fabric. i would rather touch the fabric for which i am paying.

When I order online I always include a note stating to please call me if one of the fabrics is not available. I haven't had any problems doing this.

I have shopped online and had fabric not be available. They called and emailed and were very nice. I figure I am not the only one shopping and like brick and mortar stores, the online stores are a first come , first served.

I had a Fabric.com order where they emailed and said the yard I'd ordered of a certain fabric was out of stock so they'd be removing it from my order. But then when I got my box, they'd put in two half-yards of that fabric at no charge! I guess they just sent me what they had but since it wasn't the right cut didn't charge me for it? I was happy with it though, two half-yards suited my needs just fine, and free fabric is always welcome!

It has been happening to me from Hancock of paducah with their web sale fabric. Recently They marked one of my fabrics ordered, as back ordered, weeks ago, but it is still on line. I just ordered more, as the back order does not appear anywhere on my account. I also noticed that they charged me full price for a web sale item, I called them and they gave me credit immediately. I will have to check what they charge my card when I see the cc statement, so beware of their pricing.

i have found several new places to shop since joining this board. thx in part to the 2011? dear jane group. they were so wonderful about sharing names of stores.
and i have not had any problem at all. and i am talking about some major stash building here. they were all just wonderful. from the get go, a couple have said, ' if out of stock, we will send you what we have'. i guess, if i had have wanted then, i could have reordered. i just luv it when someone mentions a Mail order store where they bought fabric.

Yep...happened once and they sent me a letter in my box. Would have preferred an email or phone call, since it was a fabric I needed!!!

So not try to be rude if you sale . But I have not order any thing on line and was wondering what online place are good. Still new and a little scared to put my money out there, May be there is a post here I just have not seen it.
But if you do ordering on line can you send me the web page.

When this has happened to me, I have received emails and telephone calls. I really appreciate the fact that they took time to let me know that (a) the fabric was out of stock or (b) they didn't have as much of the fabric as I requested or (c) they have the fabric I want, in the amount I want, but it is in two pieces. I would never do business again with a company that cancelled my order, or a part of it, without telling me.

An online retailer that I ordered from canceled my order and didn't tell me. At first they told me they were behind and it would take longer. Then they said they were waiting on the back ordered fabric. After six weeks, I called them to inquire about the order and was told it was canceled three weeks prior.
To top it off, the same fabric order was in the next catalog I received not long after my call. I haven't ordered from there since.

Subtitles? Lol you gotta love auto-fill and/or auto-correct! :D

Unfortunately, its not outrageous for a fabric store to not have your fabric in stock. But, if they're courteous enough to contact you about the dilemma and offer you a way to alleviate the problem then you should stick with them. Professionalism and courtesy are too hard to come by these days!


-Shawn

Trust me on this one, I'm a fabric shop owner myself!


www.VogueFabricsInc.com

I always request that they call me if the quantities will vary from what I've ordered, and they always do. One lady calls just to say HI and let me know that everything I ordered is available. And because the larger stores won't do that, I don't buy from them anymore. There are many smaller places online, all with good prices and great service. We don't have to accept bad or indifferent service.

I have never had it cancelled for no reason. There has always been a reason provided.

I have to do all my shopping online and have found the shops to have excellent customer service and will always call if they have a shortage. I must give five stars to batiks.com,who are absolutely wonderful.

I didn't have the "full price" charge but they do say it's on backorder and never send it...i agree that I have the most customer service problems with getting a full order from them

Yep , I have had items cancelled on an order... it really chaps my ... when that happens. The one that I found did it more than once to me ... has not recieved an order since. No call to see if I wanted to substitute... no "gee we did not have the inventory we thought" ... nothing ... A bad way to have a transaction close .. with the buyer dissappointed.
I was always taught that in the general rules of retail it takes more $$$ to get a new customer than to keep existing one happy.

That's really unfortunate Lori. And you're absolutely right, it definitely costs less to keep a current customer happy, which makes it all the more inexplicable. But at the end of the day, as customers, our strongest tool is leveraging our ability to give someone business - so the "next-steps" are pretty self-explanatory from here on out.

However, I assure you that not all fabric store owners are the same. Try not to be too disappointed by your experience and go out and explore some new and other online stores!

-Shawn