I was in Hancock fabric the other week. It was first thing in the morning. There was only one other customer in the store. There were two employees. One of which was the manager.
One was on the cutting table and the manager went to the back. I only needed one thing and was ready to be checked out. The employee at the cutting table said she would be with me shortly. I had to wait until she finished cutting fabric for the other customer. When she finally came to the front I told her that I thought that the other lady would have come to check me out. She stated that she was in the back faxing. I was surprised at this. I use to work retail and was always told that the customers in the store came first. I even had to put aside money when counting if a customer needed to be waited on. I am surprised how people think that since they are a manager they do not have to wait on customers.

Yeah a little powere goes right to some folks head. It happens.

oooohhh for the good ole days.

Well in this economy they'd all better smarten up or face the consequences. It's definitely a buyer's market....if you can find a buyer to buy what you're selling!! :shock:

I have never been in a Hancock's Fabric store that I didn't get frustrated with the service and lack of knowledge about anything sold in the store. I haven't been to one in several years for that very reason. Hancock's of Paducah is not associated with Hancock's Fabric at all and they are top notch with customers.

Who knows where it has gone. We went to JoAnn's yesterday to return some ribbon that we didn't purchase but somehow ended up on the receipt. My boyfriend, bless his heart, paid for all the goodies so that meant he had to wait in line and do the return. So I went off walking around for about 15 mins and he was still there with the cashier. She didn't know how to do a return, meaning, she couldn't return the funds back to his card. So she ended up giving him cash. Isn't there some type of training???

Also, here's another story, I went to Hancock Fabrics last weekend, I wanted fabric cut. Guess what the lady did.... She ripped it! I was so stunned and speechless. I told her that I wanted it cut. She said, "since it's a natural fiber, ripping is best because it rips evenly". So I told her again that I want the rest CUT and she still didn't do it. Why can't employees just do what the customer wants?

I don't mind my fabric ripped but if I said do not rip I wouldn't have paid for it if it was ripped. How Rude of the employee to treat you that way!

What people seem to not understand these days is that discount stores of all types only pay minimum wage. Business can not afford to pay good wages for good people and then discount everything.

On top of the minimum wage, the business must pay taxes, insurance, workman's comp etc which results in about 33% more than the actual employee receives.

Remember,you get what you pay for!

No, I don't own a store but know a number of small business owners who struggle to meet payroll every week.

I guess my response to getting what you pay for goes something like this, when you hire employees say..."these are the requirements of and for the job..this is what you get paid..if its not enough, look for a job elsewhere." There are people who will work their butts off because they committed to an employer and take pride in what they do, have respect for themselves, and go the extra mile because its the right thing to do. I'm quite sure every penny of my wages are earned. Maybe that's a little old fashioned, but its how I trained my kids too. I'm so tired of "I don't get paid to do that" well, you don't get paid to complain about your job either. Don't like it? Find a new one!

I use to go to Hancocks a lot but the last time I went in I found poor quality fabric, the place was a mess and no one there was the least bit interested in helping. I will not go back in that store. I would bet within the year it will close. It is a shame but they do have a JoAnn's close by.

And now with the job market what it is, you can bet there are lots of people who are willing to put everything they can into being a star employee, even if the job they are doing is several steps "below" what they used to do! Besides, in my experience, the attitude of the staff is a direct reflection of the attitude of the owner/manager/director.

If the supervisors and management don't care, their employees won't either. Work ethics have slowly gone downhill... Remember being worried that if you did not do a good job, you would be fired? Or if you missed too much work, were rude, sloppy, lazy, etc...
You would think with the job market being like it is, employees would be more worried about keeping their jobs, knowing there are a huge number of applicants standing in line behind them.

I can't speak to customer service of Hancock Fabrics in the stores, but I know that I had great customer service when I recently ordered on-line. I emailed to find out when my fabric would ship, and got an answer back almost instantly. Then when they found that they couldn't fill my order without sending two of the fabrics in one piece, they called to ask if I would accept those fabrics in two pieces, which was fine by me. When I got the order, almost without fail, every piece of fabric I ordered was overcut by almost 1/2 yard each. And the two fabrics that couldn't be filled with one continuous cut ended up with nearly an extra yard of each, no extra charge! So, I guess that I will be shopping at Hancock Fabric on-line from now on. The one thing that was iffy for me was that it took a little longer to ship than I would have liked--but then this is holiday season, lots-of-mail time right now, so that could have affected the speed!

Also don't forget many 'entitled to do what I want employees' will sue the employer if fired. It's appalling how many walk away with a settlement for not doing their job.

I have read a lot about bad customer service here on the board, and I feel sorry for you. I have shopped at the Joann's in Bloomington, IN and have had VERY good service. They seem to know what they are doing, and the costomer comes first.
I also shop in Greenwood, IN at both Joann's and Hancock. Joann's was very busy one day with long lines waiting for the cutting table, so I went to Hancock and had excelent service.

I agree with a lot of the other posters - if these businesses want to stay trading in this climate they need to pull their socks up! And if I'd been the person with the ripped fabric when I'd asked for cut, I'd have wallked out and left the woman to explain to her boss why she had some ripped fabric unsold! :hunf:

Customer service is so poor in most places, when I get bad service I tell them " I only spend my money where I get good service and apparently it won't be spent here". On the other hand, when I do get great service, I am the first to compliment them and or tell their supervisor. I really believe the independent businesses care more.

What a shame! Companies spend thousands of dollars on advertising to get customers in their stores only to have rude, indifferent employees ruin their shopping experiences. What ever happened to taking pride in your work, no matter what you are paid for it? I guess its us from the old school that were raised like that. These employees need to realize that if customers dont come back to the stores--they dont have a job. Doesn't take a rocket scientist to figure that one out. And a 'Thank you' goes a long way for me also, try getting that these days.
Anyway, I am thankful for our little forum here where we can vent and reminisce about the 'good old days'
Merry Christmas everybody!!

I am one of the baby boomer generation. I have been told our generation took pride in our work and were diligent and hard workers. Loyal and all the other stuff. Todays generation are not that way. Most of them cannot even count change if the register doesn't tell the how much. Work ethic has really changed in the work place both workers and management.

I find this whole line of messages very interesting. I don't shop at Hancocks often, mainly because I like to use a better quality of fabric AND support the local quilt shops. I was out of spray basting and urgently needed it, so I stopped by Hancocks because it was on my way home. Once again a clerk escorted me directly to the item I needed and even handed it to me. I was really impressed. Even in the LQSs the employee usually just points to the general area. Since I don't shop there often, when I go in I have to ask for directions if its not fabric. I am sorry the clerks at Hancock Fabrics in your area are not better trained! I like shopping there when I am in the area. Venting to others won't change bad service, (even if we all do it!) perhaps an e-mail to the corp office would be a good idea. I saw it work with local large dept store.

I agree that the pay is not much in the fabric stores. However, most people that take jobs in these stores used to work this type of job because they enjoy this type of work.
I also realize that there are lots of people in this world that just complain all the time about everything. This makes everyone else hard. We all need to remember to treat others as we would like to be treated.

I thought it was only in the UK that this happened. Although most specialist quilt shops are very friendly and helpful, I have been to a couple where they give the impression that I should be honoured to be on their premises and under no circumstances should I presume to expect a civil answer to a simple question. I no longer visit these shop nor do I use their mail order service.

We need to respect everyone where ever they work, some people seem to forget that. Our local Joann's are not very pleasant at all and so I don't shop there. The employees at Hancock's however have been very helpful and nice, that is where I spend my money & I do like to support the fabrics store in the area too!

This is exactly how it is at the Hancocks where I live, too!
Sometimes, on sale days, the line is all the way back to the back of the store, with one register running, and the other one just sitting there idle. I asked about it, and was told that the Hancock corporate passes down when they can use a second register??????? Can you believe that?

That sure brings Micro-Management to a whole new level!!! :shock: :roll:

I think the town where the store is located makes a big difference. Chain stores in my area don't have many choices for hiring. JoAnn's manager told told me she felt lucky if she finds an employee that shows up on time and didn't have a sob story everyday about her life.

I work at a discount fabric shop and would consider myself to friendly,helpful,and polite. I love my job and most of my customers most of the time. Yes I agree that the customer is very important,BUT unless you have stood on my side of the counter you are not getting both sides of the story. Some days customers can test the most patient person(of which I consider myself). Customers are quick to complain but rarely compliment. I always strive to have my customers leave the store happy.

I would have told her if you can't CUT it I don't want it!! I did that at Fabricland here in town and first they looked at me like I had two heads but she did end up cutting it for me! Mind you she did gumble about it but too bad! I work retail and would never think of treating someone like that!

I agree! I work for minimum wage and was taught that if youare having problems with work or otherwise you do NOT bring that to the sales floor!!! I help people all the time at work. They look at me and say oh I can do that but I just lookat them and say ' well I get paid the BIG bucks to do it for you!' They always laugh but at least I know they are happy! If I thought I did something to upset a customer I would be very upset with myself. Like I said I was taught you are there to work and you are there to do your best! Do it! No questions asked! Sorry - I don't mean to ramble but I have worked retail to a long time and have always loved dealing with people! My other way of dealing with bad things at work - you can really mess with peoples minds if they are mean and grumpy - be super sweet and nice! They never know what to say!!! :lol:
Sorry Just my two cents!

I think they showed how much they appreciated your business by over cutting your fabric. It is a busy time for shipping by any means.

I agree with mommaB !!! Don't take a job if you are not willing to give it your all, more money does not mean one will work any better or faster or be nicer.

The last time i was in a Handcock Store the same thing happened to me except there was a line of 5 people forming and the person that was cutting dint call in the back for some help but told us in line she would be there in a bit !!! like i said that was the LAST time i was in there and that was about a year ago

I have the same problems with JoAnn. They NEVER have enough people to help or check out. Although I might spend a few cents more, I have vowed to go to local quilt shops only. Your money helps the local economy through small business owners. If you need help with your project along the way, I have always found them more than helpful.

I hate having my fabric ripped.

I am lucky to have a lot of choices as quilts shops and fabric stores. I would NEVER return to a place that ripped my fabric!

You know what I hate? When I'm standing there waiting to be waited on & the clerk answers the phone & takes care of the "phone customer" while I'm standing there...waiting. I may be in a hurry. At least put them on hold or tell them you're sorry & ask them to call back in a few minutes. I remember when I had my fist job as a clerk that's what we were told to do, take care of the customers standing there first. To answer the phone was to be rude.

How about if they answer their OWN cell phone :shock: :shock: :shock: while you are standing there waiting? I can't remember where I was when that happened to me but this thread reminded me of it.

I hate having my fabric ripped, also, mainly because when I buy quilting fabrics I sometimes buy 1/4, 1/3 or 1/2 lengths and the rip ruins the last inch on either end.

Ha! I remember that, back in the olden days where people were polite and respectful! This was one of the first things I learned on my first job in 1957. I might have contacted the manager about this one. In general very bad for customer relations.

I have experienced the same problem at Hancock when ready to check out. It must be a universal practice for them. You'd figure out we have real money in our hands just begging them to take it. Ours went out of business here in Montana about 2 years ago. Wonder why?

ah, the phone... yes...the phone...
sadly, it may be a requirement by upper management to answer by the 2nd ring (goodness knows whenever "I" answer it because its still ringing and hasn't been answered, it ALWAYS turns out to be the district manager, who wants to know WHY I am answering the phone (I work in the area of last resort for phone answering....)

However I do try to explain to the cashiers to do as you ask, but I don't know if you have ever been B3#$#ed out by a customer on the phone who feels THEY deserve to let their fingers do the walking, and could care less that you want service, and actually CAME to the store to get some....

it is always two sides.....