After I wrote this blog about the pre-cut kit that ruined a whole day of my retreat in June, I emailed both Marcus Fabrics, who manufactured the kit, and Hancock's of Paducah, who sold the kit.)
Within 4 hours I had a response from HoP offering me a full credit in the form of a store voucher, even though they were in no way responsible for the quality of the merchandise they had sold. I refused their offer for just that reason, but Justin Hancock still insisted I at least take their offer of free shipping on my next order. I doubt I will take that either, but the next time I am in Paducah I want to shake that man's hand! What excellent customer service!!
About three days later I received a response from Marcus apologizing, informing me that they were aware of the problem, were cutting new kits, and that I could exchange it at the retailer in August. I thought the reply was a little cold and impersonal so I told them so in a follow-up email. Today, I received a personal call from them. I guess they do want me to be a happy customer. I'm still hesitant to use another one of their products. You know, "Once burned, twice shy" and all that. I did think it was only fair to let you know about their response, though since I told you about the problem.
I am not the kind of person who writes complaint letters at the drop of a hat, being generally pretty good at giving people the benefit of the doubt. I would much rather write letters of praise and let companies know how much I appreciate their product or their service, and I often do. One thing is certain. It's a lot more fun to be in that position!!
