I am so disappointed with a purchase through Cotton Patch Fabrics, who has a storefront in East Tawas, Michigan.

I placed an order for five yards of fabric, mid-day on Monday, the 16th.

It’s been 11 days since I ordered, and 8 days since they charged my credit card (according to the bank).

I emailed them last Saturday, and they finally answered yesterday, Tuesday:
“It is still not in the mail…sorry, we’ve been busy.”

I feel so disappointed with this “service”. It is a fabric I really wanted for a class and couldn’t find locally.

Thanks for listening! I feel better already!

I'm amazed your card was charged before shipping. I don't know that they'd honor a request for some redress but you could try.
You could also cancel the order and have them credit your card or call your credit card to have the charge removed.

I think it is good to know about stuff like this. I get antsy if I have wait more then 5 days for mail orders. Last Friday morning I ordered a "Hug Me Light". It was delivered Saturday afternoon. How cool was that?

I think you have plenty of room to be disappointed.
Can you find the fabric elsewhere and cancel your order with them?
IMO, when charging your order, they should have completed the order by packing it up and getting it in the mail. They apparently weren't to busy to take your money....

I don't mind waiting for a delivery but I sure would mind being charged before it was sent.

So sorry and yes disappointing.

the minute they charge your card , that amount starts collecting interest charged to you. I'd tell them to remove it unless they are mailing it today. then they can charge it again when they actually mail it off to you.

I guess if they were really sorry they'd
ship it out stat and send it upgraded shipping. Anything short of addressing the issue with your order promptly is bad service. Did they at least give you an idea when they'd get around to it?

A lot of etailers are going to real-time credit card processing, which means your card is authorized at the moment you press submit and then processed during settlement for the day. It is a giant time saver for the etailer, potentially saves them money on declines for which orders are already in process, and CAN be more secure for you, depending on how their processing is handled. If they wait for ages to process the charge then you know your credit card number is just sitting there in their database for all and sundry to see. (It may still be, but many companies just don't do that anymore.)

On the other hand, a delay like that is not good business. Perhaps their technology and their processes are out of sync. Either way, I think you are well within your rights to ask for a reversal to your card.

Did you explain to them you need it for a class?

Perhaps they would expedite if they realized you were up against a time clock they would offer to work a little faster.

I always try to give a shop (or doctor's office) at least a second chance (unless the doctor is a QUACK)to provide better service.

Peggy

THANK YOU!!!!! I am so glad I'm not the only one who feels this way!!!!! I ordered some fabric through Keepsake Quilting on the 5th of January and it took until the 15th to get to me. I thought it might be because of the New Year. I'm going to try again to see if it happens again.

this is really sad to hear.
I was going to order from them 2-weeks ago;
now I'm glad I didn't.
BAD customer service.

I would cancel the sale with the card company, cancel the order, and then order from any number of reliable quilt shops who offer on line service. I cannot believe a shop would say they've been busy and haven't ordered after that period of time.

Yes, it is justified. If this happened to you,This vendor would never get another order from me. And the casual reply would just frost me.

Now, anybody can have a delay. they could have been proactive and notified you of the delay and offered you the option of cancelling your order.

My personal pet peeve is with companies and stores etc. that charge my purchase before I receive the item. I recently purchased a new embroidery machine from a local dealer. At the time I purchased the machine I also ordered a larger hoop from them as they didn't have it in stock. They took my credit card and the charge appeared on my credit card bill weeks before I got the hoop. Years ago I had the same problem with them when I ordered an embroidery card that was out of stock. I only delt with them this time because they were the only local business that had the machine I needed to go with my existing software.
I like to pay off my credit card balance every time I receive the bill but I hate to pay for something I don't yet have.

It always upset me when they claim a delay is due to being busy, because you are running a business and you are a big part of it. I would cancel the order, even though it may take weeks for you to see the credit on your card. Go figure!

I order a BOM through them and never had them charge my card before the item was sent. Now they do randomly pick dates through the month and it is never the same day. However that is OK, I like surprises. But I wonder if they did mail it at that time and without a tracking number if something happened along the way. I know one time I placed a order with QVC and the mail truck actually turned over into a river, this was brought to light long long after I ripped the customer service rep at QVC and it wasn't really their fault. Perhaps be a bit firmer with them and let them know you are not happy with this and you want that fabric. If they are good with customer service they will resend the fabric without charging your card again. And if you get both orders just return one back to them. I hate it when things get lost and frustrates me to no end.

I am sure after this topic being posted it will be in the mail very quickly.

I guess I swim upstream on this issue. If I were a vendor, I would not ship anything that was not cleared on a credit card first - if I shipped it and then the card was either overdrawn or stolen, I'd be responsible for the charge and out the product.
As for a brick and mortar store, around here most of them are closed Mondays to make up for being open on the weekends. So if your order came in on Saturday, it would be totally reasonable to not be processed until Tuesday.
I think in some ways, we've become so used to instant service by the internet only stores, that we forget that brick and mortar stores have customers inside the store to work with too, not just a computer.
I'd cut them a little slack. If you don't have it by Friday, I think that would be reasonable unless you're paying for overnight shipping.

I believe a company is not suppose to charge your credit card until the items have shipped.

hI I just had to tell you I live in E.Tawas,Michigan and I use to go to Cotton Patch but I quit going about four ago and I will drive 75miles out of my way not to buy anything.They are all rude and I don't know why for a small town.They ruined one of my quilts and I will never ever go in that shop again.P.S.I'm in Florida right now for the Winter or I would help you get your order.

I would be disappointed as well. I have made three online purchases from small qs lately and had great service from each. Rossville Quilts in Indiana, Fabric Depot in Portland OR, and Quilts in Montana.com. All three of these companies were great to work with and had my order shipped within 2 days and to my front door on the east coast w/in a week. Good luck with your project - maybe try one of these shops next time if they have what you need!!

[quote=JuneD]Also keep in mind that New Hampshire has had an incredible month for snow storms. State of emergencies issued and businesses closed. Keepsake Quilting is in a very rural area, well away from the highways. Mail has been affected. Most likely you won't encounter such a delay the next time around. :thumbup:

Athomesewing, your disappointment is jusified. Hopefully you will get your fabric soon. :|

I wonder if they r a small business that they r running on the side of a regular job? Might explain why they took so long? Also some businesses don't have things in stock, after u order they buy from somewhere else, then ship to u? thats why they charge early, to cover their cost. Still sorry this happened to u. had this happen to me over some dishes, took over 2 months to get them. I just order from a more reliable company now if I am in a hurry.

Oh that is not good. I am surprised by that response. While I have never ordered anything from them, I have visited that shop (my home town is the next town north of East Tawas) and have always been impressed by the service I receive there. Hopefully they will make it up to you.

What is a hug me light?

[quote=AtHomeSewing]I am so disappointed with a purchase through Cotton Patch Fabrics, who has a storefront in East Tawas, Michigan.

I placed an order for five yards of fabric, mid-day on Monday, the 16th.

It’s been 11 days since I ordered, and 8 days since they charged my credit card (according to the bank).

I emailed them last Saturday, and they finally answered yesterday, Tuesday:
“It is still not in the mail…sorry, we’ve been busy.”


That is poor judgement on their part to say the least. I would stay on top of it, and not let up !

I've ordered from them and been very happy. I can understand the frustration but I think I would call back, ask for them to ship overnight or something. Please consider there may be personal issues happening and if the credit charge is automated it was not intentional. I think we all deserve a second chance, we're only human!

What is a hug me light?

I used to work in a quilt shop and credit cards were never charged till the order was ready to go to the Post Office.
One reason for the delays in orders being sent could possibly be all the snow we have been getting everywhere in the midwest and east coast. Our local QS was closed 2 days, that really set them back, took several days to catch up. They normally have same day service. Some shops have a very large internet business.

I am from Michigan and shop and order often from them. that is really unusal for them. Usally the stuff I order comes 3-5 days if it is ordered from an outside sorce It might take 10days to 2 weeks. I would give them a call on the landline if you are real worried. they are generally sweet people and always willing to help. happy sewing

I would ask to speak to the owner/manager about this. I would be furious if a clerk told me they had not processed my order because they "were busy". What, so that means my order is not as important as the next customers's?! I like dealing with the online companies that send a confirmation of your order plus an estimated delivery date. I leave those right in my inbox until the order has been delivered in case there is a problem with the order.

How do you like your Hug light? I have been thinking of ordering one as I do hand quilting and reading in bed where the lighting is not always the greatest.

I have found Keepsake Quilting to be a little slower than Fabric.com or Connecting Threads. But I like what they have to offer and now take this into consideration before ordering from them. I ordered some fabric from e-quilter.com. Had never ordered from them before but I needed a certain fabric for a project that I had underestimated, and I got an e-mail that they shipped it out the same day I ordered and I received it 3 days later. Another one for my list of shops to use.

They should have never charged your card before it
was shipped. I would contact them and tell them
that if it isn't shipped today, you want to cancel the
order. You might check at this link (quilt shops.com)
and see if it comes up. Type in the name of the fabric
line and see if it comes up at one of their shops.
You might even find it at a better price.

http://www.quiltshops.com/

Have a Great Day!
Marcia

Hi there. First, I'm sorry you are having such a bad experience with this shop. It turns out that the owners' sister and I are friends and I sent her this link of your post. The shop owner has been out of the shop for about a month after having some surgery. She will be made aware of this problem. I realize this does not make your experience better, but I am hoping that it won't happen again. They are such nice people and I am sure that had this not been the situation with her surgery, this would not have happened.
Hugs,
Regina in MI

I've had two problems with Cotton Patch Quilts in East Tawas, MI so I won't order from them again either.

1. Owner has requests for people to make quilts for shop on her site. I made one quilt at an agreed upon fee and promptly sent it back. After 3 weeks I sent an email because I had not received the agreed upon amount for making the quilt. She sent me a huffy email that she had been busy and would put a check in the mail. I did receive a check in a few days.
2. I ordered a pattern from this shop. My understanding is that if item is not available within 30 days, you are suppose to be notified. I was not notified so I sent an email inquiring about the pattern - it turned out that it was not in stock and had to be ordered. I really wanted it so agreed to wait but it took another month before I received it.

I am not happy with this shop's customer service so will not order from them again. There are plenty of other online shops who give excellent customer service including order followup when an item is out of stock.

I also heard in a chat room that this shop does an enormous amount of block of the month kits (something like 200 if I remember correctly) so even the instore customer service is lacking when they are cutting these kits.

I dont know who answered her phone,but I have done business with this shop alot, I also get her newsletter. They had some kind of trouble ,I cant remember exactly what is was but she was telling about it. Who ever answered the phone should have said more than we have been busy. If Doni knew she would be very upset.

Posts like these are the reason that I hesitate about ordering online. I've never ordered anthing online before. I'm the type that likes to see what I'm buying up close and inspecting it before I buy it.