I actually found Christmas decorations being put out for sale at a national craft store before Halloween. And to think, I use to complain about hearing holiday music before Turkey Day.

Silly Annie.

If I didn’t make a holiday present, I mail-ordered them; anything to avoid dealing with crowds, traffic, parking, and the whole stress-filled experience. I send a solemn thank you every day for the Internet – especially during this time of the year.

So I was looking for a present for my nephew Conner, when Mike sent me a link for a terrific wooden train set. Yes, it was for a little older child, but this way it would last more then a year or two. It was perfect.

I had a wonderful metal train set as a kid – set of dual controls, smoke, lots of tracks, train station – I loved that train set.

Anyway… the wooden set was at a very good price, but what clinched the deal was the addition of a free train station. I mean how seriously cool is this set for a kid?!

Smoke was coming off my keyboard I was ordering so fast…

The downside was I don’t live near my nephew to play with it (about 1240 miles away), but I can still pretend.

I received an order confirmation immediately, and later that evening a notice that it had shipped! Come on UPS.

12-hours later I get another email, this one telling me the train station is out-of-stock and not part of my order; they included a $10 discount coupon for any purchase in the next 90-days.

Pausing for a second to explain our customer service efforts. We don’t run a database for our patterns or notions – if something goes out of stock we manually make the change on the Web sites. Sometimes we miss a page that had the item on it, and you place an order for it.

Now it doesn’t matter if that’s the way it happened, or if we only have 6 and you wanted 8 – the customer (you) are immediately emailed about the situation and we ask how you would like it handled.

Do you want a back order? Would you like us to ship what we have an cancel the rest? We ask you right away.

Maybe it’s going to take us more then a day to ship – we let you know via our thank you email the exact day of shipping. Normally any order received before 11:30 CST is mailed same day, otherwise next day.

We certainly aren’t perfect and mess up too, but we like to think that 99% of the time we do pretty darn good.

I was staring at this email in disbelief and brought up the ‘it’s shipped’ confirmation email.

No where on that email did it say that the train station wasn’t included. Na-da. As far as it was concerned the order was filled as originally purchased; I had thought so to.

I was not a happy person and called customer service. The gentleman I spoke with couldn’t understand why I was upset. He kept asking what I didn’t understand.

Okkaayyyy, what I didn’t understand was:

• I ordered from an active product page that did not state partial product availability
• I received an order confirmation for all pieces
• I received an shipping confirmation for all pieces
• 12-hours later I received a notice that I wasn’t getting all pieces

After several rounds of this, I requested the call be escalated. The supervisor requested I send her the last email – no problem. I was put on hold for a while and told again, that I could refuse delivery.

No one seems to understand my frustration here. Why would I get a notice that the train station was no longer available 12-hours AFTER my order shipped? You’d think that was pretty obvious when the order was being processed.

I should have been notified immediately about the situation and asked if I still wanted my order processed. Instead I’m told I can refuse delivery – if I’m around when they try to deliver the package of course.

If you guessed that I’m not going to be dealing with this company again, you’re right. I fully understand when something sells out – that’s not a problem at all.

I don’t understand not notifying the customer about a situation and allowing them to make a decision. I would have been very appreciative of that; it would have cemented my business. Looks like I go to a local store instead of eToys from now on.

< Back to Wearables >

The old one was… old…about 15 years old actually. While it would be perfectly fine for the casual home sewer, the demands I placed on it were just too strenuous after all this time.

It’s a good thing sewing machines don’t have a ‘machine union’, because I’m pretty sure I’d make the ‘do not go home with this woman’ list. I’m a bit hard on them.

Anyway, this is my third serger since 1987; the first was a New Home, the second a Bernina Fun-Lock that I won at a design competition, and now I’m back to the Janome (formerly known as New Home) machine.

I called up a small independent shop I’ve been going to since 1987. In fact they had only been open two-months the first time I walked through their doors. Diane and Jim Stutsman are part of that amazing group of business owners that truly care about their customers.

The Sewing Room has moved three times and expanded each time; I told them if they move any farther away from me, I was going to have to pack an overnight case! The oh-so-important factor is that they know me: they know how I sew, what I insist of my machines, what I need and don’t need, what bothers me, what I don’t care about.

I trust them completely in providing me with the perfect machine for what I’m doing.

After the ‘transaction’ is complete, we sit and catch up on families, business, trends – and Jim and I talk technology, Apple computers and wonderful Geek-speak! Try doing that that at your local chain store.

Support your Independent Fabric, Sewing, Quilting and Sewing Machine Stores – both the brick-and-mortar and online only shops!

So you’re wondering, what did I get? Well….. I got an 1110DX – and boy is it nice. Middle of the group, not the most expensive nor the cheapest, but a workhorse.

I’ve already sewed a couple of personal garments to test it out and a heavy-duty light-blocking liner for the bedroom drapes. She just fly’s!

The particulars:

• 2 and 3 / 4 thread overlock
• Regular type needle HA or 15×1SP
• 1 – 5mm seam length
• 3.5mm (regular); 5.7mm (wide); 2.0mm (narrow) seam width
• 0.5 – 2.25 differential feed ration
• Front and back needle guard
• Color coded thread guides
• Snap-on presser feet
• Electronic speed control
• Easy to follow upper thread guide
• Dual feed dogs and differential feed
• Adjustable cutting width
• Easily retractable upper knife
• Easy to reach lower looper guides
• Quick change rolled hem
• Solid metal base plate

Love it, love it, love it!

If you’re in the Dallas area, stop by The Sewing Room – 8500 Gaylord Parkway, Suite 4, Frisco, Texas 75067. 972-315-1489. sale@sewingroom.com. Tell them Annie sent you!

< Back to Wearables >

I now get to add to that list with a personal experience from May 5th, 2008.

I have been a loyal Kohl’s customer for over 9 years; a Kohl’s credit card user for 8 years. I’ve sung their praises all this time! Most of my family and friends are also Kohl’s customers.

–On a side note, they too have slid this past year or so in the public ranking. No longer are they the innovative, successful favorite. The Kohl’s closest to me I try to avoid because it always looks like a bunch of hyperactive 3rd-graders just tossed the place! –

Anyway I had an extremely frustrating phone call with them – it was the perfect example of telling your customer they don’t matter. Period.

I had downloaded my current statement and saw that they charged me $25 bounced check fee for my last payment.

1. I have automatic overdraft coverage on all my bank accounts
2. It was an online payment – so the “check” couldn’t have bounced
3. The payment was covered according to my online banking information

The representative I talked with couldn’t help me and had to keep putting me on hold. — Another side note here, she was very good at her job. Polite, respectful and the patience of saint in dealing with me, as I was plainly getting more upset as time progressed. I asked to have the call escalated and she immediately attempted to do that. Her current shift supervisor refused to talk with me.

So I reiterated to the representative that the supervisor was refusing to talk to a customer – I wanted to be very clear that that was what I had heard. A Kohls credit card customer since 2000 with an excellent payment record was having a supervisor refuse to help sort out the problem.

Yes, that was correct.

To say I was pretty much beyond furious at this point would have been an understatement; if I had been an animation, steam would have been coming out of my ears.

Eventually the representative did get the supervisor a Sxxxx Sxxxxxx at extension XXXX, to take the call – as she obviously reminded her that: ALL CALLS ARE RECORDED. And I had in fact confirmed on this recorded call that this shift supervisor was refusing my request to escalate/take the phone call.

While on hold I got online and pulled all the necessary corporate names: CEO, President and three Senior Vice-Presidents. The representative provided the addresses for the credit building and corporate offices; I had already researched that, but she of course didn’t know.

When this supervisor finally took the call:

1. I thanked her for putting her employee in such an un-winnable position
2. For treating the customer that badly and
3. For now losing a long-time customer.

I also explained I would be filing a formal complaint with the corporate office about the entire situation.

I closed my credit card account effective immediately.

If I treated my customers like that, I wouldn’t have any. It doesn’t matter that I was a small customer – I was a loyal, long-time customer.

If this is how Kohl’s feels about their customers, I’d rather not be one.

< Back to Wearables >

Well I just got off the phone with a really irate customer; actually I was yelled at for a solid 10 minutes.

Pass the aspirin please.

By the time the conversation ended though, we’d both calmed down and we were even able to laugh over the whole situation. I think that’s pretty remarkable and says a lot about what simply talking can do to fix a problem.

Anyway, here’s what happened – the short version.

1. She placed an order for two patterns
2. Her email spam guard bounced our order confirmation (it’s sent within 2 minutes of placing your order)
3. We sent our ‘thank you’ for ordering from us – your order is shipping out (today or tomorrow usually).
4. It bounced back with a notice that we had to fill out a form to send this person emails
5. The customer was very upset become of the illusion of absolutely no correspondence/communication. I’d be upset too.

The problem is, we don’t have the time to fill out forms to get our emails to you – it’s just not possible. When you place your order – on the order page when you check out – it reminds you to add credit@wwwearables.com to your approved email list to prevent bounces.

We’re not trying to be mean or nasty here, but boy-oh-boy time is just not our friend! We work awfully hard to get your orders out same day (if placed before noon CST) or next day; and 99% of the time that’s what happens too!

I don’t like waiting for my order, so I figure no one else does either

The other problem we’re having is incorrect emails; those bounce too. I know some companies that won’t even process an order if the email bounces. We process it and normally included a copy of the bounced email in the order (along with an explanation) as to why they didn’t hear back from us.

Please, please double check your email to make sure it’s right and add us to your ‘okay’ email list. I really don’t want to be yelled at anymore…

< Back to Wearables >

I read a lot of blogs, posting, and reviews of shops – online and off – patterns, notions, and other sewing or quilting related products. There’s a bunch of complaining going on about one sewing-crafting store, and it’s pretty darn startling. Here is just a sampling of what I’ve been reading.

“…poor quality and selection of everything. Dribs and drabs of fabric, no real concentration of anything.”

“…picked up three bolts of quilting fabric. One seemed to be of good quality, one marginal. The third was very poor–the fabric was limp, paper thin, and was unraveling quite a bit.”

“…she claimed that yes, it was my fault and the cutter should have asked me for my coupon.”

“…always slow lines at registers and cutting. Some clerks cannot cut fabric, I’ve had to ask for things to be re-cut…”

“…what little fashion fabric they have tends to be poor quality and/or in outdated styles.”

“…should stop trying to compete with Michaels and expend its resources on being a decent fabric store instead of trying to be all things to all people.”

“…this is the most unprofessional and least knowledgeable chain.”

“…was so disgusted by what I saw that I didn’t bother looking for anything else that might interest me. I just walked out, and I will never return again.”

“…even wrote to the company website because it just seemed so wrong, and they didn’t even bother to respond.”

“…hate ****** and go only when I have a coupon because I have never met a clerk that was helpful and not rude.”

“…major detractor is all the candy and cluttery things that are not sewing- or craft-related that block and crowd the front of the store.”

“…store is cluttered (like is seems most ****** are anymore) filled with craft stuff, chairs, umbrellas, nick-nacks, dried flowers and leaves and on and on.”

“…sales are the only thing that make them even with other stores. They seem to mark everything up just so they can offer those 40-50% off coupons.”

“…asked a young girl where the particular fabric I was looking for was and she stated flatly, “I don’t know, I don’t sew… went up to another woman who waved her arm in a direction and stated, “Somewhere over there, look for the sign.”

“…store is typically dirty and chaotic. On several visits, there were big holes in pegboards or displays that looked like whole sections were being discontinued.”

“…don’t know what happened and when, but it seems as though they just don’t care anymore. The store is filthy, and most of the fabric selection is disorganized and poorly stocked. ”

“…simply awful and has been for years…”

“…hideous – the employees are the least helpful and rudest beings on the face of the planet…”

“…you have to wind your way through small aisles with bolts of fabric in your arms – go ahead and try not to knock something over.”

“…approached the fabric cutting counter and the only greeting the sales lady gave me was, “Did you take a number?” I hadn’t, and she didn’t say one more word to me even though I was the only person at the counter!”

“…this particular ****** IS one of the “new and improved” superstores. It just goes to show that a fancy superstore can’t replace good, old-fashioned quality and service.”

“…the saleswomen act put out if you ask them a question. If you’re buying lots of fabric they turn their back on you and let the young girls cut it.”

“…they have made it clear they could care less about their customers.”

“…went back to the same clerk to ask for help and she yelled at me rather than showing me where the item was.”

“…I presented the fact that if the manager wanted to “abide” by store policy that I wanted a check to be mailed. She refused, and then dismissed me like I was annoying her.”

“…have attempted countless times to shop in the three ****** stores near my home each time hoping for a decent experience. Each and every time I come away frustrated, bewildered, feeling quite abused and wondering what in the world is up with the staff of those stores…”

“…took it back the next day and they told me anything over $100 regardless if you use cash or a check the refund would be mailed to me from Corporate. It will take 5-6 weeks to get your money… feel they are pretty much blackmailing you to keep your merchandise regardless if you like it or not.”

“…worse still, the cashier got angry with me because I insisted that the items were on sale.”

“…have reported ****** to the Better Business Bureau”

Whoa. And this was only a sampling! I don’t know about anyone else, but I am truly appalled at all of this. Reporting a business to the BBB is usually a ‘last resort’ action. With that in mind I did a search on the national BBB to see for myself.

The records are tracked for three year periods; here’s what I discovered.

• The company is not a member of the Better Business Bureau
• None of the 85 locations listed ever provide answers to any of the requests for company information from the BBB
• In the past 36 months there were a total of 19 official complaints filed; in the past 12 months 13.

Sounds like things are getting worse instead of better. Now to be completely fair there were good posting too – but the ratio was running 90%-10%. That’s just plain sad. The good stores had good managers and well trained staff. Well duh.

Anyone have any ideas on how to get the company to sit up and take notice?

<Back to Wearables>