I have two jobs; by day I am an office manager, and in between I run Ohhh Lulu. In both jobs, I make mistakes fairly regularly. I forget things, sometimes something might not get stitched quite right, sometimes there are typos, occasionally a customer isn't happy. This will happen with any job you do.
I've learned that the best way to deal with your mistakes is to be upfront and honest. Offer an apology, fix the situation, and move on. I've made so many mistakes in my professional life, I have become Queen at this. With Ohhh Lulu, I've been fortunate to only have a handful of mistakes, and I have a good policy in place where, if it doesn't fit, I'll remake it, and I make it my priority.
I recently placed an order on a well known fabric website for a few things. I always liked shopping at this well known fabric website, they have good prices, good selection, quick shipping, never had a problem with them.
Five days after placing my order, I received an email saying a fabric was out of stock. I chose a replacement that was less expensive and went about my merry way. Three days after that, I got an email saying that they had received my full payment and that my order would be shipped. I was a little confused because I paid eight days ago at this point, and I was actually supposed to be getting a partial refund. So, I emailed to confirm... and was ignored. Four Days after this, I received a notice that a second fabric was out of stock. I was very confused at this point, because my order was supposed to have shipped four days ago! So, I called, and requested that the entire order be cancelled. At this point I had to add a couple other things to the order anyway, and wanted to just start fresh. The representative assured me the order was cancelled and I would receive a full refund in 7-10 days.
The next day I placed my new order, which included two fabrics from the original, cancelled order. Two days after that, on July 4th, I received an email that my cancelled order had shipped! I immediately emailed them, knowing that they would likely be closed for the holiday, explained what had happened and asked that someone please follow up with me by Friday. On Thursday my new order shipped, and of course I have heard nothing from them. So, now I have double the fabric coming in two SKU's , and have paid shipping twice. In reality, I will likely be able to use all of the fabric, but I am mostly annoyed that I have now paid $50 in shipping.
I am so frustrated with the service I've received from this company! And by service, I mean no service. If I were this company, I would do two things. First, I would check and respond to my emails within 24 hours. Second, I would offer a refund on at least the cost of shipping to make up for the error and complete lack of customer service I received. Shipping from the US to Canada costs upwards of $25. Ignoring your customers, especially your angry customers, is probably the worst customer service policy!
In hindsight, I wish that I had insisted that the representative give me some kind of reference number, or something. How do you think this well known fabric website should have handled this situation? Have you had any bad experiences buying fabric online?
On that note, where do you like to buy fabric online?