Service…the shocking and the awesome.

The shocking

Before Christmas I bought some fabric from an eBay seller fabricexpressonline.  This is the eBay store of Narang Wholesalers in Bradford.

When the fabric arrived we had sick folk and Christmas and I put the fabric in the sewing room until things had calmed and I could get back to it.

When I did open the package I found two of the three pieces I’d ordered to be faulty.  And one of them was a good 1/2 meter short!

So I wrote to the seller who agreed that if I sent all pieces back they’d refund me the full amount for the fabric, plus initial shipping costs, plus return costs.

Ha!

Today I received the payment for the original fabric cost and the original shipping costs, less £1.20 PayPal charges, because they sent the money as a payment for goods I’d sold them, rather than a refund for shoddy goods they’d sold me and I’d returned.  It was also light £4.41 for return shipping costs.

I queried it.

They told me they weren’t now refunding the return shipping costs as I should have contacted them earlier, and they weren’t refunding the fees either.

Now, I’ll admit that I should have checked this sooner, but frankly, shoddy goods are shoddy goods and if you’re selling online your stuff should be as advertised.  And if you email me to say you’ll refund all my money, well….do it.

It’s not a great deal of money at all.  That’s not the point.  The very poor levels of customer service are the point.

I won’t be buying from them again.   They have a good star rating.  But I can’t leave feedback on their shop!  I wonder how many other dissatisfied customers find they’re unable to do so.

It’s up to you whether you want to risk it.

The AWESOME!!!

Vogue Patterns, on the other hand, win my Gold Star of the day for exceptional customer service.

I want to make this top again, this time the version with the tie neckline:

On the weekend I pulled out the fabric and the pattern and laid them all out.

I checked for the instruction sheet.

Nowhere.

I turned the sewing loft upside down and inside out.

Nada.

I suspect the sticky fingers of small people!

Or possibly my inability to find anything up there.

Either way I really wanted to double check them.  So I dropped Vogue Patterns a quick email today explaining my predicament and asking if there was any way they could help.

Within 5 minutes I had a response.  Including the instructions.

5 minutes!!!!

I swear it takes me longer than that to actually open an email, never mind read it, find the required information, attach said required information and press the send button.

So, this is a shout out to Meg at Vogue Patterns, who today restored my faith in human nature.

And that some companies do actually give a crap about their customers.

I’m seriously impressed. And I definitely will be buying Vogue Patterns again.

6 Comments
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6 Responses to Service…the shocking and the awesome.

  1. Jane says:

    Oh, don’t get me started on customer service! Lol, a friend and I was talking about it at the weekend. It certainly makes a big difference when people go out of their way to help

  2. So, so true what you say. At least you can “vent your spleen” and “sing your praises” here! Love that Vogue top, very nice indeed.

  3. Evie says:

    Venting is always good! And credit where it’s due I say.

    I’m rather looking forward to wearing this top. My wardrobe is decidedly light on cosy tops and considering it’s very chilly here, I think I should crack on! 😉

  4. Julia says:

    I like the name and shame. Excellent work!
    Can I put in a shout for some?
    Amazon. Evil world dominators but excellent customer service.
    John Lewis Partnership, oh how I love you and you are so kind to me when I am being fantastically stupid.
    Lakeland, again so kind and pleasant.
    Not on the High Street and Folksy – excellent, always.
    Shaming? Don’t get me started, Lancashire Social Services and UCLan would be top of my list!

    • Evie says:

      I agree…nothing bad ever happens in John Lewis. 🙂
      Lakeland are fab! 🙂
      Amazon…yep…I concur!
      UCLan don’t seem to want new students.
      Amanda and Nola are great but the adoption system sucks! :-{

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