Wednesday, December 16, 2009

Fabric Roller Coaster

Earlier this fall I was putting together a quilt top out of the Moda Wonderland fabric line. I was working with fat quarters and a layer cake and was rather pleased with how the top turned out (it's a surprise -so I can't show it to you yet)

So perhaps you can imagine my excitement in finding one of the fabrics ON SALE on Hancock's website last month. The price was right -and I quickly ordered enough to do the backing of this quilt, plus some for pillowcases. I added in a yard of another fabric to qualify for the free shipping promotion, and then I was all set.. or so I thought.

My first warning should have been that the fabric was not just "on sale" - it was "on clearance"- and I am learning now that with Moda... when it's gone, it's gone.

So when the single extra yard arrived, and not my backing fabric, I quickly checked my order status and saw "backordered" - which I pretty much took to mean I was not getting it... ever.

Now Hancock's has a clearly stated backorder policy:

"How are backorders charged?
All items backordered are not charged until the item has been received and shipped from our warehouse. There are no additional shipping charges on backorders. If an item remains on backorder for over 60 days you will be notified. We will also notify you with an expected ship date.

If an item is backorder cancelled what can I expect?
This message appears on the invoice in the unfortunate event that a backordered item will no longer be available. Often times we are left with this as the only option due to the manufacturer’s decision to not re-print certain fabrics. All charges accrued in this event will be promptly reimbursed. "

60 days - wow. I did not have 60 days as I wanted to get this quilt finished up for Christmas. So I went out and found an alternative backing fabric.

Still, however, I was curious and kept going back to my order status with Hancocks. So imagine my surprise when suddenly it changed from "backordered" to "in warehouse" and "item scannned"... and then - yesterday - to "shipped". Woo hoo - I thought!

But without a shipping confirmation or tracking number I had no way to know when this order would arrive... so I contacted "customer service"...

... and this is the response I received:

"I apologize for the inconvenience and that the notice was not received. The following items have been discontinued by the manufacturer and we will not be able to ship the backorder.
29.88 12/14 Item Canceled
Please let us know if you would like to arrange a substitution for the discontinued item.

Um - item canceled? Then why does my order status still say "shipped" instead of "backorder canceled"??????????????

I guess in some world those two terms mean the same thing? Just glad I was able to find a backing fabric that works well - and somehow I don't think I will be ordering again from them any time soon.


Darling Jill Quilts said...

What crappy service!! It's no wonder that I don't shop from them.

Isn't it funny how there are online shops that you like and ones you stay far far away from? I know which list this shop will be added to!!

InfinityQuilter/Knitter said...

Been there, done that with them....twice! I won't order from them anymore either. Very frustrating...and they don't seem to care.

I'll only buy from them if I'm actually at their shop (for the big quilt show) so I can physically hold it in my hand.