Keepsake Quilting
 

Wondering if anyone else is having problems getting orders from Keepsake Quilting. I have used them several times before but on Sept. 6 I ordered 6 yards of 3 different batiks and never received them. When I looked online they were showing as "unfulfilled" but my payment had gone through on the 6th when I ordered. When I tried to call I kept getting "leave a message and we will get back to you". Did that twice then went to website and asked for online chat "wait time is over 15 minutes" I waited online for almost 2 hours before I gave up. I also sent several emails to them and never got any response and finally in total frustration I sent in a review of their service of 1 star. About 30 minutes later I tried 1 more phone call and someone answered on the 2nd ring, she even knew my name probably from phone number and my account. Asked about my order not showing shipped answer was they had more orders than supplies for the fabric I ordered and they had just received new order and it would probably ship sometime next week. I asked why was I not informed of the delay and what was going on with them not answering calls, online chats or emails. She said she was sorry and fabric should be shipped next week. I again asked why no notification of delay and she said she would pass my concern on. If I don't receive any notification by next Friday I will probably ask for a refund, at least I used Paypal so I won't have to wait for it. Just had to vent - sorry.

I have read a lot of complaints about Keepsake's Quilting. They use to be one of the must see shops and I did get to go one time. The store was fantastic. They sold out and moved, I guess different management now. I think their past reputation has carried them this long.

When I first started quilting, I ordered from them quite often. No problems at all. Then I think - not positive, so don't quote me on this, but I think the company was sold to a different owner/company, but still retained the Keepsake Quilting name.

Then, what you described happened several times. Orders taking longer and longer to receive. Then orders with so long delays that I contacted them - The fabric is on its way, it will be in next week and we will send it right out. Many weeks later, still waiting, sorry the order was supposed to be shipped but the manufacture ran out, it will be in next week. etc. etc. then finally, finally getting it.

Then on one order of several 3 yard pieces of backing fabric, one was a few inches short, fine I'll overlook that, but then the third piece was over 1/2 yard short. I called and called, finally getting my call answered. Well, we need proof. Take a picture. What?????? So, I cleared out a place in my living room laid out the entire piece of fabric. Laid out the only other piece of fabric from that same order that was exactly 3 yards and not a thread more. Bought a jumbo sized measuring tape with oversized numbers on it, laid it on the floor between the two fabric pieces and took pictures that were extremely hard because it was a major struggle to get all of the fabric in the pictures, so I ended up standing on a ladder and taking the picture with the camera next to the living room ceiling. Sent the pictures in an email to the person they requested I send it to -- didn't hear anything for over a week, finally called them again, and was told well that wasn't enough proof that I had been shorted. I told them I was sending everything back and I wanted a full refund. It took several more weeks and numerous emails and phone calls before the refund showed up. Never again have I ordered from them. (it's been years since I've even thought about them)

I'm really surprised that you have both had such problems with Keepsake. They're my go-to for backings and I love their Amish black fabric. The one thing I dislike about them and other online quilt shops is that they use FedEx for their deliveries.

My friend would get upset when the backing yardage she ordered from Keepsakes kept being sent in odd lengths. A three yard piece would come in two odd size cuts. As if she was getting the end of the bolt plus another cutting to make up the yardage. She switched to Missouri Star.

I've only ordered from them a couple of times, but did just recently. I ordered two patterns, one from Keepsake Quilting, and one from another place. The other place shipped in a day, and it came three days after I ordered it. The Keepsake order came about two weeks later.

Oh, I wish I had seen this sooner! I've been waiting for 10 days for some fabric I ordered. I had great luck receiving some wide back fabric last month. It arrived speedily. Now there's no word about my order and my card has been charged. I will give them a call tomorrow.

I don't recall if it was keepsake or not, but I received an order once where the pieces were not the entire yardage that I paid for. I was shocked because I never checked for accuracy before. The too short piece was needed right away, or I would not have known. I recall that the company also asked for proof!??? I really don't want to check all my orders for exactness!!!

Ever since being shorted, no matter where I purchase the fabric, I always check to see if I have gotten the length I have ordered. Once bitten, twice shy.

It really isn't a chore for me, as since being shorted, I always refold my fabric before putting it away. I just measure as I'm refolding. Saves a lot of headaches down the road, especially if I don't use that fabric right away.

Thank you!
 

I appreciate everyone’s responses. You all have saved me and who knows how many others money and time.

***Editing to say I checked them out on the BBB.org and they have 1(one) star!!!

so, buyer beware.