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September 14, 2010



Amazing! Does this long-arm quilter read your blog? Maybe she should. Does she not know that people are much more likely to pass along negative outcomes about an action, than positive ones?
I thought the suggestion of just positioning another backing over the wrong ones and double-quilting was a good one. Hope Sara can come to some solution about this. Keep us posted. (Amazing . . . . . dumfounded about the lack of caring and responsibility on the part of that quilter with this issue!)


That is totally disgusting.
I cannot believe that someone would be so careless in regard to her reputation.


Wow. In an industry like this, she should realize that almost all her business is word of mouth, and when that word becomes negative, business stops coming in.

Better to find out now. Although it's hard to believe something worse could happen, I guess it could.

I'm astounded.


Sarah needs to spread the word about the identity of that quilter. There are too many other good, professional quilters out there trying to make a go of it to waste time on someone as unprofessional as that.


I'm amazed at what the longarmer didn't do and say. She should be jumping through hoops to make her customer satisfied. She needs to read your blog and see what she's not doing right. I do realize that we all make mistakes at times and feel terrible for what we've done, but we also must offer to make them right.


Sara was absolutely right in asking for her quilt back after not receiving any compensation. How disappointing. I get that long arm quilting is a business but even businesses need to do the right thing to keep customers happy. I hope she uses your quilter since she sounds like such an understanding person.

Maria Stahl


I think we need to know the name of this quilting service. You know. So we can sort of maybe mention it on our blogs. Just a few dozen/hundred of us.

I'd hate to have this happen to someone again.

If it were me (and I didn't comment on the first post), a reduction in price would not have done it. To me, that's like saying, "My quilts are wrecked, but that's okay because I got a little money back."


I am shocked! I hope this isn't a service I plan on using.


Oh, that's too bad. I feel bad for Sara.

Nancy, Near Philadelphia

Sara did exactly the right things.


Shame on the quilter! I'm stunned at her lack of customer service. Sara did the right thing.

Sandy (Strlady)

Good for her!! I would have let the mistake pass (even quilters are allowed a mistake) if there was some semblance of true regret and the only way you show true regret is by trying to fix your mistake. At least OFFER something! By simply saying I'm sorry and not offering any gesture to fix the problem or compensate for the error, she failed to show her regret for the mistake. Ugh!


Wow, I guess that quilter doesn't want any additional business from your daughter, or her family, or friends. I wouldn't send my quilts to her...


How disappointing for Sara after all her effort and expense. Oh, and what a daunting job to fix the mess up, that's if she can face it! No, sorry is not enough!!


I would have to say that quilter truly is pretty sorry. That stinks. If I was closer I'd gladly show for a ripping out party.


If I were Sara I couldn't run to your longarm quilter fast enough! I'm guessing she just picked up a lot of business. She must be a gem for offering to requilt Sara's quilt at no cost!!! I should be sending her a few quilts of my own. Obviously Debbie knows what "quilting" and good business is all about.
Carol, NE


I am shocked at that quilter's response. While I think Sara needs to do us all a favor and reveal the name of the quilter, I would guess that if she continues to make mistakes like this...or even lesser ones...she will not be in business much longer.


Hi All,
Well... I will out the quilter because I don't have a problem with letting people know about my poor experience. In my explanation to them about why I wanted my quilt sent back to me I told them that my sewing time was a luxury, as was my money spent on sewing. I work 6 days a week and don't have the budget for sewing that I used to. I hired them for a job and they didn't do at all want I requested. Please note, that I respect this companies good works. They do huge amount of quilting for veterans and service men & women.



After reading so many negative comments towards the quilter, I have to jump in. Just because someone has the money/room for a longarm quilting machine does not make them a business person nor a "professional" quilter. There are so many longarm quilters out there that have never even taken a class other than learning how to set up their machine. I have seen so many people in this quilting industry that have no business being here. They do not understand customer service, turning over inventory, etc. I worked in clothing retail, we dealt with returns with as much kindness and service as we did the sale. We live in a world of "buyer beware" so I'm pleased to see your "list of recommendations". It's excellent. Sorry for Sara, but she did the right thing by asking for her last quilt back.


Wow! Not fixing an error that was your is not good customer service. It is awesome to see other long arm quilters step up and offer to fix it.

Susan Ramey Cleveland

Sounds like Sara handled the situation very well--but the quilter certainly didn't.


What a frustrating experience! Sorry isn't enough, I agree. Your own quilter offering to fix those for free is an amazing thing--defintely the mark of a professional.


Well, she's been identified, and I have to say I'm a bit disappointed - I have met her, way out here in Nebraska, when she was involved with a Quilt of Valor drive at the International Quilt Study Center, in Lincoln, to pick up QOV quilts. I think highly of that organization, and her and her family's efforts for our wounded. Just shows what a small world we live in. I wish she had handled this differently!

Lisa LeBlanc

How disappointing to hear the news. It is all about doing the right thing. Making a mistake is understandable, but gosh, I think as a quilter myself I am really surprised at the outcome.

Barbara Anne

What a shame! I know the time it would take to correct this mistake is what the quilter is considering. Correcting her mistake and garnering customer good will is worth far more in the long run and it's sad that she doesn't realize this.

Good suggestions for long arm quilters and customers alike in the addendum!

I hope Sara takes your quilter up on her kind and very generous offer.


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