Now that I have moved away from civilization and live out in the boonies, I find that I purchase most of my fabric online. I do try to order from brick and mortar stores that also do online business. One place that I have often bought from is Fatquartershop, who I have praised many times for their customer service, promptness and the attractive way that they package your purchase.
Fabric prices have gone way up, as I am sure many of you have noticed. I don't have much of a discretionary income, now that I am not working full time, so whatever money I budget for fabric purchases is very dear to me. It is so lovely to receive those packages that I have been waiting for with such great anticipation. It is doubly lovely when the vendor has taken the time to package the fabric with some sort of care and attention.
This is how a recent package from Shabby Fabrics arrived:
Notice how they stacked the fatquarters so a smidgen of each one shows? See how amazing they all look together? That fabric looks like it is WORTH something. And they even labeled the collection for me so in the future when I get to use it, I will be reminded of what the group is. I spent $55 on this fabric, and when it arrived, I was pleased and felt my money had been very well spent. I felt like I got my money's worth. Presentation. Worth it's weight in gold.
I ordered some fabric from another online vendor last week. And spent $93 on it. This is how it arrived:
Stacked sloppily and tied with a sad little string. How completely uncerimonious and joyless.
Deplorable. I am NOT a happy camper. That does not look like almost $100 worth of fabric.
I did call the company to express my disappointment, and got an immediate call back from the owner. She was very gracious, and very concerned with my dissatisfaction, which I appreciated. Her excuse for the sloppy packaging was that they make every effort to get orders shipped out the same day as the order, that they are a small company, two new girls in shipping, etc etc. Truly I thought it was fantastic that she responded so promtly and with such sincere concern for my complaint. I told her I would send her an email with a photo of the Shabby Fabrics package compared to a photo of her company's package. She immediately emailed me back saying, "I see what you mean".
Whether anything will change on their end I can't say. Maybe it will. I think my voice was heard. I will probably order from them again mainly because the owner was so genuine in her distress that I was unhappy. I am convinced she would bend over backwards to address the issue and try to make me stay on as her customer. However, if I have $50 to spend on fabric, and Shabby Fabrics or Fatquartershop carries the same thing, I would be inclined to go with them because it is way more fun to open their packages.
Am I unreasonable?
Depends on the price I think. If I'm paying 2-3 less per yard, I'm less concerned about pretty, especially when the pretty is costing me money. The time and materials that go into pretty are put back in the fabric price.
Having said that, you know what you want and how much you are willing to pay for it.
I enjoy getting shipments from FQS, especially with the little envelope etc. Makes it seem less a purchase and more a gift I paid for ;)
Posted by: CaraQuilts | February 22, 2012 at 05:09 PM
No, not wrong, Nicole, just p'o'd. I know how you feel. You've been through so many frustrations and disappointments in your life lately that this was just the last straw. I know. I want beautiful fabrics to just take me away from my troubles and there it sits like a slug, jammed into a package, wrinkled and not a fricking bow in site. Hell, that sure wouldn't brighten my day. I'm so glad that you contacted the company and said (I hope) -- "Hell, I'm Nicole. I have a blog and I will crush you"!
Posted by: Niki | February 22, 2012 at 06:40 PM
Oh, so people like you are why I keep getting ridiculously over-packed packages. The sense of inefficiency and wasted effort makes me uneasy, and I'd really rather they didn't.
Posted by: Camilla | February 22, 2012 at 07:21 PM
Many start up online shops fail to realize the importance of merchandising then sit and wonder why they don't get repeat business. Your pictures are worth a thousands words. My BF who has an online shop and I were just discussing this issue as I am getting ready to start one. She thought I was wasting my time carefully planning my kit packaging and merchandising themes. Working in Retail I learned good merchandising practices along with good CS reaps sells.
Posted by: Terry | February 22, 2012 at 07:49 PM
I hear what you are saying. I have ordered from Shabby Fabrics (won a $100 GC from them a few months back..woohoo) and from FQShoppe. Love the packaging & appreciate the time put into my order. However, with the price of fabrics today, if the fabric is of same quality and shipping is reasonable & prompt, I don't care that much about the packaging. I'm eventually going to open it up & cut into it anyway. I think those who don't have the fancy packaging are charging a lower price because they are not paying someone to wrap up my fabric extra special. It all boils down to what I can afford.
Posted by: Sherry | February 22, 2012 at 08:19 PM
Perhaps not unreasonable, but it is good you contacted the other retailer and pointed out your unhappiness, rather than just complain to others - which plenty do. I always think if you have a grievance with a company, let them know. It sounds like you have had excellent customer service from the second shop and most small businesses would want to know how they can improve. Price means more to some, packaging to others, but it still is the overall experience, so yes it all counts.
Posted by: Alison | February 22, 2012 at 08:32 PM
I do a lot of online shopping for similar reasons and feel the same way. Often it takes a couple of weeks for packages arrive and I want to feel like I'm getting a present to myself, lol. It's great when honest feedback is taken seriously and it sounds like it could end up being positive for the seller in the second instance.
Posted by: Janet | February 23, 2012 at 01:46 AM
I'm kind of surprised by how may people are saying that it's NOT unreasonable. I think it is. I can see how one is more aesthetically pleasing, but unless the other fabric was actually damaged rather than just tied with "a sad string" then I don't see being upset enough to actually complain.
Posted by: Jenn | February 23, 2012 at 06:55 AM
I know this is an older entry but I am so far behind. Seriously? I can see your point to an extent, I love a pretty package, but your fabric stash must be in a whole lot better shape then mine. I really don't mind what the fabric looks like when it arrives as long as it's not wet, ripped or written on. I always have to refold fabrics to my liking when I get a delivery whether it looks pretty upon arrival or isn't even tied with anything. I have more important things to worry about like cancer then how my fabric looks when it arrives :) Glad you brought it to the attention of the shop owner, perhaps she will give it more thought next time.
Posted by: Debbie B Sam | February 23, 2012 at 07:20 AM
Wow, that is a sad looking stack of fabric. I'm with you all the way...presentation is important. Some people have a natural knack for it...others don't.
I LOVE Fat Quarter Shop, too! They have the BEST sales. ;p
Posted by: ina | February 23, 2012 at 04:44 PM
I'm not one for fabric looking good wrapped up in nice paper and ribbon, I'm more concerned with my fabric arriving and nothing missing.
As I live in Australia and I tend to buy alot of fabric from the US my only requirement is for my fabrics to be sealed in zip lock bags, as the Priority Envelopes are always a little battered and torn on arrival.
I think a handwritten Thank You is nice from the shop and I make a point of emailing them and thanking them for the gesture.
Posted by: adele | February 24, 2012 at 07:58 AM
Not unreasonable at all. Presentation is very important. If I went out for a meal I would expect a lovely presentation of my meal...I expect the same care taken for anything else!
Posted by: Wendy | February 24, 2012 at 02:45 PM
I appreciate it when the vendor takes a bit of extra time to package the fabrics with an eye for visual appeal. I would prefer to receive the first bundle you showed.
Posted by: Jeanne | March 03, 2012 at 04:33 PM