A Tale of Quality Customer Service From Northcott
#31
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what's that old saying - my Mom used it all the time. "If you want something done right, do it yourself". I don't buy kits because of all the warnings from others. One gal asked me if I would make a quilt from a kit - she would buy the kit. I said, "nope, don't work with kits" and I explained why.
I would not let this rest, that is too much money involved to just drop the matter. Definately take the kit back to the store and ask them to get the matter resolved. Good luck!
I would not let this rest, that is too much money involved to just drop the matter. Definately take the kit back to the store and ask them to get the matter resolved. Good luck!
#32
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Regardless of who is to blame, if the manufacture wont step up and fix it then they have lost my business. I buy a lot of their fabric from the LQS and will just have to avoid it. I am one of those that are stubborn and gets things fixed and have spoken directly with many companies to get things resolved and see no reason this company cannot own up to a mistake they made.
It is like a slap in the face. I did take the time to email them and let them know that they have lost a customer in me and I have a big mouth and will tell everyone in my guild not about the mistake (they happen not a big deal) but about the poor customer service on such an expensive purchase.
It is like a slap in the face. I did take the time to email them and let them know that they have lost a customer in me and I have a big mouth and will tell everyone in my guild not about the mistake (they happen not a big deal) but about the poor customer service on such an expensive purchase.
#33
Power Poster
Join Date: Oct 2009
Location: Idaho
Posts: 11,375
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Originally Posted by darlin121
There is NOTHING quite like the power of the pen. I would write a letter to Northcutt. Letters are harder to ignore than emails and I have found that in dealing with these types of problems that letters can be VERY effective!
#35
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As a newcomer I really appreciate the advice that has been given regarding this issue. As the saying goes word of mouth can make or break you. In the state that this economy is in, I would like to think that no company would like to have this kind of informaiton floating around for having this kind of behavior. There is strenght in numbers.
#36
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Poor response and customer service from both, IMHO ... the store should have taken them back (cut or not) to return to Northcott in the first place ... but the response from Northcott doesn't impress, either !
The LQS has to stand behind products they SELL - and Northcott should stand behind THEIR products. I worked for a LQS (in the era before pre-cuts) If a fabric or item we sold was faulty we replaced it or reordered for the customer. No ifs ands or buts. The LQS needs to make it right for YOU, the customer - and Northcott replaces THEIR defective merchandise.
* I've heard the same re. Bali Pops strips / Hoffman. On the other hand, I've used a lot of Moda precuts and never had a problem, except one charm pack with one miscut square.
The LQS has to stand behind products they SELL - and Northcott should stand behind THEIR products. I worked for a LQS (in the era before pre-cuts) If a fabric or item we sold was faulty we replaced it or reordered for the customer. No ifs ands or buts. The LQS needs to make it right for YOU, the customer - and Northcott replaces THEIR defective merchandise.
* I've heard the same re. Bali Pops strips / Hoffman. On the other hand, I've used a lot of Moda precuts and never had a problem, except one charm pack with one miscut square.
#37
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I would take the strips back to the store cut or not and explain when you started to cut you realized they were not wide enough! My LQS would take them back and take the loss themselves rather than have a dissatisfied customer. Just talk to them and see what they have to say. It can't hurt.
#38
Power Poster
Join Date: Dec 2010
Location: Michigan
Posts: 11,276
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I'm so sorry this happened!! I agree I would take the strips back to the store, cut or not, that's way too much money to just discard. I dithered on purchasing a 2.5" strip die for my studio cutter. I finally bit the bullet, and now I'm glad I did.
#39
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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.
Good luck.
#40
Super Member
Join Date: Apr 2007
Location: North Carolina - But otherwise, NOTW
Posts: 7,940
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This is precisely why I don't trust anyone's cutting but my own. If a mistake is made, it has to be mine!! Cut or not, that store needs to take those strips back and send them back to Northcott. Faulty product is faulty product, if you cut some or not. You should not have to inspect the entire package of strips before using them. That's shameful!!
So a word to the wise....buy yardage and cut your own pieces!! It's cheaper, first of all, and if a mistake is made at least it's your own mistake!!
So a word to the wise....buy yardage and cut your own pieces!! It's cheaper, first of all, and if a mistake is made at least it's your own mistake!!
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09-02-2009 11:26 PM