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.

I sent them a message after I posted this and received an almost immediate reply - they were inundated with orders and are working on mine. Guess I'll try to be more patient!

Update: I finally received a reply from Keepsake here's their reply.

"Thank you for contacting us. I apologize for the delay in responding to your inquiry. Due to the overwhelming response to our recent $5.98 fabric sale, it is taking us longer to cut and ship your order. We are working hard, including nights and weekends, to get caught up and ship to you as soon as possible.

You will receive a shipping confirmation once your order has shipped from our warehouse.

Thank you for your patience and understanding!"

My patience and understanding went out window when their customer service department didn't respond to any of my many contacts until after I gave them a 1 star review and they told me they had run out of stock. They should have updated us within a few days that there was a problem and given me the option to cancel my order. I will certainly think twice before I purchase from them again. I did receive a contact number for someone who would like to speak with me so will call and see what she says. Also checked my order status and it's still unfilled.

Update: Spoke with a very nice lady at Keepsake who handles the online chats and she explained to me that they have large backlog of orders that they are working on getting cut and shipped by this week, especially the Anthology line that they were running at $5.98. They have updated website that some orders can take 2 to 3 weeks to be fulfilled. I've put this project on the back burner and will wait a little longer for my fabric. Until this order I have always received my fabric quickly and been satisfied with quality so hopefully this was a one time experience as it sounds like they have identified problems and working to fix them.

Before this last order when they were "inundated," I have always received my fabric in a timely fashion, and I love the wide back I bought a few weeks ago. Their "Amish black" fabric is wonderful.

Keepsake
 

I have been resisting the urge to chime in on this topic, as I have been frustrated with Keepsake's very slow shipping in the past. However . . . ! Friday evening I ordered fabric from them. Today I found it at my front door! Granted, I live only one state over, but they fulfilled my order very quickly, much faster than I expected.

Interesting experience after following this thread for a couple of days. Yesterday I got a message in my e-mail box from Keepsake about how they miss me and want me to place an order with them. Humm, life is so difficult for the business that they are searching files from more than 6 years ago to find customers. That is my cynical response. My other response is they should first take care of the customers they have in a prompt and thoughtful manner. I haven't purchased from them because, I haven't needed what they offer. I am purchasing my fabric needs from local or regional shops where I can "see" what I am looking for. On line purchases are a convenience for some quilting/sewing items but I want to support local businesses so they stay open too. My experience with Keepsake was fine but it was a long time ago and it appears that their business had changed.

I hadn't ordered from Keepsake in a long time, but one of their emails had something I really liked. I ordered on 9/14. So far I haven't heard a thing. Oh, well, I didn't need the things I ordered right away so lets just hope they get here "someday"

on the subject of shorted fabric, In our travels across country we stopped at a shop in Texas where I bought 13 fat quarters in neutrals.
When I got home and rinsed and dried them, then talid them out to fold every one of them was 15-ish"X18-ish". Nothing I can do about it but I was pretty stunned and truth be told, a little hurt to be ripped off by a quilt shop.

Did you measure before getting them wet? I find different fabric brands shrink more than the others. Some have major shrinkage in both directions.

Too many experiments have shown that cotton fabric will shrink in one direction from selvage to selvage. if I don't pre wash I will starch or steam press before cutting.

I coulld tell they were off when I unfolded them, that's when I measured them . cotton fats don't shrink much.

I just received a message from Keepsake that my order is finally on its way.