After reading all this - and having commented before - I would have been very upset at the fabric having been cut without my authorization - especially if I had been told that it was all in one piece - I think I would have rather had the order cancelled - WITH AN EXPLANATION - than to get it in two pieces.

All in all...You did the right thing! Only from now on...I wouldn't do business internationally anymore because of shipping cost and the hassle you just went through. You wouldn't be losing that much money by just not shipping internationally anymore. It sounds like it's just not worth it. Don't stress about it, it's just a learning curve on shipping internationally and now you know what it's like :) It will all be ok! ~HUGZ~

And you know, that's what we WILL do in the future... I've just added that bit of info to our website (in two places). And hope that the customer reads her e-mail before asking us why her order didn't ship!
Actually, I would guess that international business is about 10% of our sales and it's definitely worth the hassle. We enjoy the contact with folks all around the world, and the broken-English e-mails we get always make us smile (with delight and whimsy). There's a big map of the world on our wall and we just love to put another push-pin into it when we ship to a place we've never shipped before. We've had pictures of the beautiful scenery in Iceland e-mailed to us and words of support and concern on 9/11, the day of our tragedy.

Yes, way more joy than headaches. Wouldn't trade it away! It opens our eyes and opens our hearts and opens a window to parts of the world that we'll never get to visit.

(How else would we ever come to learn that sheep in New Zealand have *really* curly horns, or that "chook" means chicken in Australia? Or that there's a whole society of penguin fanciers in Japan?)

:)

I want to Thank You for trying to find a way to handle this situation and to keep from any further issues like this. You rock! I think you did what can be done. The Purchaser needs to take some responsability. Uhhh Answering emails would be a huge step. Realizing the costs for shipping & your trying to save her the $$$ since she refused to acknowledge your contacting her IMHO takes the heat off of you & onto the purchasers shoulders. You can only do so much. If they refuse to acknowledge you trying to get hold of them, oh well. I just feel that you run a successful business & it hurts me that you are going through this. But? There is always somweone that cannot be pleased.

I am thrilled with the quality & service you offer. Just 20 minutes ago, I recieved my order & I do love every bit of it!!! If this person is unhappy, they better hope they do not order from some places that I have! OMG you would not believe the Customer Service of some Companies. Please Nancy stop beating yourself up over this. Let it roll off your back and move on. {{{{{HUGE HUGS}}}}}

Thanks, Gramof6 ... I feel better! :D

Actually, I would guess that international business is about 10% of our sales and it's definitely worth the hassle. We enjoy the contact with folks all around the world, and the broken-English e-mails we get always make us smile (with delight and whimsy). There's a big map of the world on our wall and we just love to put another push-pin into it when we ship to a place we've never shipped before. We've had pictures of the beautiful scenery in Iceland e-mailed to us and words of support and concern on 9/11, the day of our tragedy.

Yes, way more joy than headaches. Wouldn't trade it away! It opens our eyes and opens our hearts and opens a window to parts of the world that we'll never get to visit.

(How else would we ever come to learn that sheep in New Zealand have *really* curly horns, or that "chook" means chicken in Australia? Or that there's a whole society of penguin fanciers in Japan?)

:)[/quote]


We did the same thing when we had our business. I had a big map I put push pins in when we shipped internationally. It's a hassle sometimes but not that much once you understand the process. The fun part comes when you're shipping hazmat internationally. :-)

We also got to meet some interesting people. It was fun.

HAZMAT?

Oh, my!

She asked for 12 yards I would have sent her 12 yards in ONE piece no matter what the postage was.

I probably would have waited until I heard from her even if she were upset that it took so long to get her fabric. Sometimes you'll pay more for something because you want it sooner. Other times, waiting is the option because it's much cheaper. We learn something new everyday....just put this one on your "Learned" list.

As a customer I would probably be upset; however, I also believe that as a customer I have a responsibility to make my wishes known to the retailer.

Point in fact. I recently purchased two laser cut wood kits to build for my brother-in-law's train layout for Christmas. The online retailer inquire if I was aware that I had ordered two different scales. I replied to him immediately as to delay would mean a delay in receiving my items.

Believe you handled the matter professionally.

Betty in Colorado