[Please note: My beef is with Hancock's of Paducah, and definitely not with Hancock Fabrics, which is a different business entirely]
Well, now at least I have some clarity about what’s happened, and what’s still going to happen. Since I was up super ridiculously early this morning, I thought I’d tackle the bear. I placed a call to Hancock’s this morning. Turns out that the two charges I can’t explain from August and September are for fabrics that are apparently still coming to me, which, according to their documentation that arrived with all the other deliveries, were supposed to have been cancelled. Although on other documentation, the same pieces show as being back-ordered, and shipping ‘sometime’ in the future. I’ll still be getting then the Kona Solid Cotton in Ash that I’d ordered, and have since ordered newly from Pink Chalk Fabrics, having assumed (fool that I am) that Hancock’s wasn’t going to send them, and … wait for it… yet another piece of Laura Gunn’s Dogwood in Aqua. Don’t get me wrong Laura, I love your fabrics, I really do love them! It’s just like a never-ending bolt that keeps unravelling into my mailbox.
Also, there are still more fabrics – Adele, you’ll be pleased I hope, cos they’re your Dr. Seuss fabrics – that will be charged to my account next week some time, and shipped then too. Who knew? I told the guy that I wouldn’t be ordering again from them because it was too confusing, and he said “no it’s not, not at all!” I told him again that, although for him, it may not be confusing, for me, as a customer, it was very confusing, and he said “sorry”. And that’s all he said. I’m hoping the fabrics come through as he said, and that’ll be that. No more. It’s exhausting. Too much time deciphering, not enough time sewing.
Now, a cup of nice hot French Earl Grey tea, and some breakfast. Then onto my next challenge for the day – installing our new router/modem for our new ADSL2+ internet service. I’m not a techie, I don’t know my way around that stuff at all, routers, modems, phone line filters, cables, but I have a feeling it’ll be a much easier task than trying to make sense of a Hancock’s order!
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Just wanted you to know you are not alone in your Hancock's of Paducah hatred. I've never once had a "normal" experience ordering anything from that place! At least you got the decent people on the phone. I've had a couple super snarky people. But it doesn't matter who you get on the phone. It is always a nightmare and you never know if you are getting your fabric or not, or how many times you are going to be charged, and getting charged for shipping when it was supposed to be free, yeah, they are good for that.
I've had good experiences with Pink Chalk as well.
Hope you finally get your mess sorted!
Thanks Staci, I hope so. They actually did refund the shipping charge immediately, so that part was OK. It's all the rest of it, and the assumption that we all should be fine with how they operate, that's what gets under my skin a little.
My recent post The good- the bad- and the downright ugly of online shopping
I am a veteran of online ordering–as far as I'm concerned, that's what the internet was invented for! Even before the internet, for at least thirty years I have probably had more regular contact with the UPS guy than anyone else (except for my family). So, I qualify as an expert when I say that their accounting is inscrutable–I can't figure out how they charge me or for what. Things are marked "shipped" when they're not. I placed one order and will never order again. But good luck with yours!
Hi Cynthia, you're so right! I just went online to check out the "My Account" section of their site and the first thing that struck a dischord was the way they've listed my original order as "shipped complete". Nothing of the sort! The guy I spoke to this morning told me there are several pieces still on the way to me, two of which haven't even arrived in their warehouse, so I don't know how they can have listed the order as completely shipped! So bizarre that the guy could say to me that their system is not confusing!
My recent post Hancock’s – apparently the fat lady isn’t singing for another couple weeks
Thank you so much to everyone who's reading and commenting on my posts about this. Really appreciate knowing that, even though I suspected as much, I'm not the only one who's been through this kind of thing with them. I am amazed though at just how many of us disgruntled never-to-return-to-HOP customers are out there! Wonder if anyone there does any market research on their brand's standing in the fabric-buying community.
My recent post Hancock’s – apparently the fat lady isn’t singing for another couple weeks
That's great Fran, I'm sure they do have happy customers like you, and lots of them, and so they should. I guess where I'm coming from is that when a company has that many unhappy customers, and they're mostly all unhappy about the same kind of thing, there's clearly something that's just not working the way it should be, that the company isn't being responsible for.
My recent post Hancock’s – apparently the fat lady isn’t singing for another couple weeks