A Tale of Quality Customer Service From Northcott
03-10-2011, 10:07 PM
#101
Super Member
Join Date: Jun 2010
Location: Ramona, California
Posts: 2,999
Originally Posted by sueisallaboutquilts
Michelle, I've been using the June Tailor shape cut ruler and it's awesome!!!
Let me find you the link.
http://www.junetailor.com/videos.htm
I got mine at Joann's with a coupon and LOVE it!
Let me find you the link.
http://www.junetailor.com/videos.htm
I got mine at Joann's with a coupon and LOVE it!
03-10-2011, 10:13 PM
#102
Super Member
Join Date: Jul 2008
Location: Southern California
Posts: 1,548
I have a friend who bought Bali Pops and had the same problem. She contacted the manufacturer and they not only replaced the strips, they sent her enough different fabric to make a quilt and the pattern. It does pay to complain if you are in the right - and you are.
03-10-2011, 10:14 PM
#103
Super Member
Join Date: Jun 2010
Location: Ramona, California
Posts: 2,999
What a shame, Michelle! I LOVE that kit-and was really tempted, but I just saw those lovely Stonehenge fabrics on sale at ThousandsofBolts.com today in their new e-mail for 6.95/yard-and they have over 100 colors! If you really want to make the pattern, you could buy your own and fight like H^%# to get a refund for the stuff you bought! I prefer to just buy the pattern and get my own fabrics to cut anyway, just for this reason!
03-10-2011, 10:28 PM
#105
Super Member
Join Date: Sep 2010
Location: NE Kansas
Posts: 1,024
Originally Posted by raedar63
I would go higher up the chain with northcott, insist on speaking with the boss,the bosses boss, the bosses bosses boss etc.I do beleive you will get satisfaction. 80.00 bucks would be well worth a couple hours on the phone. Ifyou feel that you are not assertive enough have an assertive friend or I hate to say it but it works,a male make the calls. Do not hang up till you get satisfaction. They always have a "boss" above them, take names,. You may have to leave voice mails but don't give up they will get tired of it and issue a refund or yardage!
I would also send emails to the CEO of the company.
I would also send emails to the CEO of the company.
03-11-2011, 03:42 AM
#106
Senior Member
Join Date: Feb 2007
Location: Westerville, Ohio
Posts: 711
Do not give up. Go to the LQS and ask for the owner or manager---they nee to either make it right and then deal with Northcott or your just being in the store with this problem will make them look bad to other customers. And honestly, if they won't help you, then I would not want to buy there anymore. If they won't resolve it, then call Northcott and ask for the manager over customer service. The first person you talk to is just an employee and they cannot make those decisions. If they don't help, then keep asking for the next highest manager/supervisor until someone listens. You should not have to pay for this and should get your money back. Stay tough and firm.
03-11-2011, 05:53 AM
#107
Super Member
Join Date: Jan 2011
Posts: 3,200
I agree with others about your returning the strips (cut ones too and have them deal with Northcott. I would go early so they are not dealing with a lot of customers and can give you the attention you deserve. Whether you spent $80 or $800 is not important- customers are essential to their business. And they know that quilters are well connected so they will want to do what is right.
03-11-2011, 06:59 AM
#108
Senior Member
Join Date: Feb 2011
Location: Boston - Orlando
Posts: 464
It is inexcusable that neither Northcott nor Keepsake would help you. Manufacturers and retailers should realize that in this economy every customer has the potential to make or break a business. Call both back. Give them each the contact at the other establishment. While you have each of them on the phone remind them that you are involved in groups on the internet and they should reconsider the power of communication. In other words....."I have a keyboard and a big mouth". This is definitely something I would not let go without having it resolved.
03-11-2011, 11:18 AM
#110
Super Member
Join Date: Feb 2011
Location: Lumby, British Columbia
Posts: 2,769
I also think the store should be the one to deal with their supplier. They should be held accountable. Thanks for sharing your story with us. We have all thought of buying those handy packages of precut strips. I really don't think you should let this rest. It's a drag having to be confrontational but eighty bucks is eighty bucks. Let us all know what happens okay?
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