Warning about an online store

I thought potential customers should be warned, particularly
international customers. I placed an order on the 19th of June which
has still not shown up, and after contacting the owner, it now
transpires that the order was shipped to Canada. Now, I've been
ordering online for what - 10 years? - and I don't choose Canada as the
shipping address because, well, I don't live there. I have no idea what
has gone wrong... my copy of the order doesn't have Canada listed as my
address. I ordered from this online shop 4 years ago and that order
went missing, never to arrive to me or apparently back to the owner, who
refused to issue a refund or apologise for this incident.

Fast forward 4 years. I only ordered from this shop because it carries
many older fabrics and I couldn't find the 1930s reproduction fabric I
was after at any other shop. I think two orders going missing is a sign
of something fundamental going wrong at the store, and I thought you
people might like to know. The shop is: The Spider's Web and the
addrss is: www.thespiderswebfabricshop.com

I suspect that I will not receive any refund, so I'm contacting my
credit card company now to see what options are available to me. I
think I'll make a big "avoid" list of shops as well, to be placed next
to the computer lest I forget this valuable lesson.



-- Jo in Scotland

ack!!!
twice to the same customer is really bad service.
that alone should be worth an apology of some kind as well as replacing your
order to the right address this time.
just went to see what they have on their shipping info.
it says they are not responsible for lost packages after they leave their
building.
they have a responsibility to get it right and someone clearly f'd up on
this one.
who found it had gone to Canada?
i dont really care who is at fault.
i would dispute payment when the order clearly shows UK and the package ends
up in Canada.
if they value their customers return service they ought to make more of an
effort to track down the package and see it gets to you, tout suite.
take no prisoners, Jo.
slack shop i will never use, that is for sure.
thanks for the heads up.
hugz to all of you in Scotland,
j.

"Jo Gibson" wrote ...
I thought potential customers should be warned, particularly
international customers. I placed an order on the 19th of June which
has still not shown up, and after contacting the owner, it now
transpires that the order was shipped to Canada. Now, I've been
ordering online for what - 10 years? - and I don't choose Canada as the
shipping address because, well, I don't live there. I have no idea what
has gone wrong... my copy of the order doesn't have Canada listed as my
address. I ordered from this online shop 4 years ago and that order
went missing, never to arrive to me or apparently back to the owner, who
refused to issue a refund or apologise for this incident.

Fast forward 4 years. I only ordered from this shop because it carries
many older fabrics and I couldn't find the 1930s reproduction fabric I
was after at any other shop. I think two orders going missing is a sign
of something fundamental going wrong at the store, and I thought you
people might like to know. The shop is: The Spider's Web and the
addrss is: www.thespiderswebfabricshop.com

I suspect that I will not receive any refund, so I'm contacting my
credit card company now to see what options are available to me. I
think I'll make a big "avoid" list of shops as well, to be placed next
to the computer lest I forget this valuable lesson.



-- Jo in Scotland

My absolute best favorite online quilt shop is
www.thespiderswebfabricshop.com . I am just so surprised that you have had
trouble with them. Their fabric is lovely, the staff very helpful and the
shipping careful and prompt. Wonder if the post master in Ohio is still
running some kind of feud with a Scottish enemy? I just don't understand.
Polly

"Jo Gibson" wrote in message
news:t0n4o.29608$Sr.1165@hurricane...
I thought potential customers should be warned, particularly international
customers. I placed an order on the 19th of June which has still not shown
up, and after contacting the owner, it now transpires that the order was
shipped to Canada. Now, I've been ordering online for what - 10 years? -
and I don't choose Canada as the shipping address because, well, I don't
live there. I have no idea what has gone wrong... my copy of the order
doesn't have Canada listed as my address. I ordered from this online shop
4 years ago and that order went missing, never to arrive to me or
apparently back to the owner, who refused to issue a refund or apologise
for this incident.

Fast forward 4 years. I only ordered from this shop because it carries
many older fabrics and I couldn't find the 1930s reproduction fabric I was
after at any other shop. I think two orders going missing is a sign of
something fundamental going wrong at the store, and I thought you people
might like to know. The shop is: The Spider's Web and the addrss is:
www.thespiderswebfabricshop.com

I suspect that I will not receive any refund, so I'm contacting my credit
card company now to see what options are available to me. I think I'll
make a big "avoid" list of shops as well, to be placed next to the
computer lest I forget this valuable lesson.



-- Jo in Scotland

On 30/07/2010 01:51, Polly Esther wrote:
My absolute best favorite online quilt shop is
www.thespiderswebfabricshop.com . I am just so surprised that you have
had trouble with them. Their fabric is lovely, the staff very helpful
and the shipping careful and prompt. Wonder if the post master in Ohio
is still running some kind of feud with a Scottish enemy? I just don't
understand. Polly


I have no idea, but to be so unlucky twice smacks of, well...

I'm glad you've had good service. I think the problem is with
international orders. The owner says that so far, she has only ever had
international orders go missing, one was in England and one was my order
of 4 years ago. Well I guess that's THREE international orders gone
missing now.

You can see why I don't buy lottery tickets.


-- Jo in Scotland

Makes you wonder what they wrote on the 3 shipping labels where it
says "country": "Not USA"?
Roberta in D

On Fri, 30 Jul 2010 02:17:20 +0100, Jo Gibson
wrote:

On 30/07/2010 01:51, Polly Esther wrote:
My absolute best favorite online quilt shop is
www.thespiderswebfabricshop.com . I am just so surprised that you have
had trouble with them. Their fabric is lovely, the staff very helpful
and the shipping careful and prompt. Wonder if the post master in Ohio
is still running some kind of feud with a Scottish enemy? I just don't
understand. Polly


I have no idea, but to be so unlucky twice smacks of, well...

I'm glad you've had good service. I think the problem is with
international orders. The owner says that so far, she has only ever had
international orders go missing, one was in England and one was my order
of 4 years ago. Well I guess that's THREE international orders gone
missing now.

You can see why I don't buy lottery tickets.


-- Jo in Scotland

On Jul 29, 9:17*pm, Jo Gibson wrote:
On 30/07/2010 01:51, Polly Esther wrote:

My absolute best favorite online quilt shop is
www.thespiderswebfabricshop.com. I am just so surprised that you have
had trouble with them. Their fabric is lovely, the staff very helpful
and the shipping careful and prompt. Wonder if the post master in Ohio
is still running some kind of feud with a Scottish enemy? I just don't
understand. Polly

I have no idea, but to be so unlucky twice smacks of, well...

Coincidence. Unfortunate, perhaps, but coincidence - nothing more.

I'm glad you've had good service. *I think the problem is with
international orders. *The owner says that so far, she has only ever had
international orders go missing, one was in England and one was my order
of 4 years ago. *Well I guess that's THREE international orders gone
missing now.

Three orders gone missing in 4 years? Out of how many thousands, or
tens of thousands, or... (I have no idea the size of this business).
Most mail order businesses WISH they had a record like that, and if
it's only been international orders, they must be truly blessed or
something.

Honestly, if it's undisputed that they sent your order to the *wrong
country*, I don't understand their alledged attitude. And I'm not
suggesting to just forget about it or keep doing business with them.
The whole situation sounds... well, bizarre, but I wouldn't read a lot
into it that just isn't there. Yes, contact your credit card co. -
I'd be amazed if they don't credit your acct. under the circumstances
described. Stuff happens. Better luck next time!

You can see why I don't buy lottery tickets.

-- Jo in Scotland

On Jul 30, 7:07*am, Jack Campin - bogus address
wrote:
just went to see what they have on their shipping info.
it says they are not responsible for lost packages after they leave
their building.
they have a responsibility to get it right and someone clearly f'd
up on this one.

This is a problem with ordering from US suppliers to the UK. *In British
law, the supplier has an *unconditional* responsibility to get the goods
to the purchaser - they can't simply wriggle out of it and blame the
postal service. *That doesn't apply in the US

Yes and no. I ran a mail order business for ten years, and had
customers in the UK, Australia, Canada, and others. All the carriers
I dealt with insured packages, or I could purchase additional, and I
think anyone that doesn't arrange for it is assuming the risk
themselves (and rather foolish - like I said, stuff happens.) I never
had a problem shipping to any foreign countries, and the worst (well,
only) problem I had with shipments at all was (domestic) getting UPS
to pay a claim on insurance I paid extra for. (They eventually
capitulated.)

As a matter of good business, I always took care of the very few
problems I had, and dealt with the carrier from my end, which made
sense because I had all the paperwork and paid all the shipping/ins.
costs. With so few actual shipping losses, NOT making a customer
whole just doesn't make sense to me, *unless*... they get so many
bogus claims of undelivered merchandise that they've taken a policy of
denying everything the first time to dissuade fraud.

(or, as a friend of mine
found the hard way, Romania) - the supplier can simply shrug it off and
say "take it up with UPS".

I wouldn't order anything expensive from the US unless the supplier
accepted UK-style responsibility in their terms of sale.

I would think insuring delivery should suffice.

Doc

I
think I'll make a big "avoid" list of shops as well, to be placed next
to the computer lest I forget this valuable lesson.



-- Jo in Scotland


We should compile a blackball list of shops like this, ones that have
really proven they are sub-standard, and keep it in the RCTQ archives.

Jo, hope your cc company comes through for you. They usually do for me.


Karen, Queen of Squishies

On 30/07/2010 16:06, Karen, Queen of Squishies wrote:
I
think I'll make a big "avoid" list of shops as well, to be placed next
to the computer lest I forget this valuable lesson.



-- Jo in Scotland


We should compile a blackball list of shops like this, ones that have
really proven they are sub-standard, and keep it in the RCTQ archives.

Jo, hope your cc company comes through for you. They usually do for me.


Karen, Queen of Squishies

I find that sometimes when people want to complain about bad service at
a LQS or an online store on this forum they are very coy and write
something such as, "contact me if you wish to know which store it is".
Why is this? Do they fear libel from the company in question? I think
the exception to this rule is JoAnn's, TSWLTH, which everyone happily
slags off. I just wanted to put my experience out there as a warning to
people about this shop. I understand Polly has had great service, but
my tale of woe is about this company's response to an *international*
order, which Polly's of course are not.

Years ago, I had a big order from Bighornquilts go missing. I contacted
them and you know what, they believed me and credited me for the missing
order. It was so large it had been broken down into 2 global priority
envelops. About 6 months after I had ordered it, it turned up at their
shop. We have no idea where it had been all that time, but I sent them
money for 1/2 of the order to be posted out to me, and they sold the
other half in the shop.

About the same time, I purchased my first order with The Spider's Web.
That order went to some parcel depot out in the middle of nowhere, I had
no car and no time free from work to collect it and when I did get up to
the depot, they had sent it back to the US before the "we will hold it
here for 3 weeks" time had run out. The owner of The Spider's Web
became annoyed by my emails asking if the order had been returned. One
was along the lines of, "it's been 6 weeks since you placed the order.
It's not here. If you don't have it, what do you expect me to do about
it?" Well, it takes time for a parcel to go *back* through US customs
and be returned to sender, after it cannot be delivered in the UK. So I
was just trying to follow up and see if she had received the parcel
back, as Bighorn Quilts had done. You see, I had experience at this
point of what to do, and how long it might take.

Fast forward 4 years. I've nothing bad to say about Bighorn Quilts, and
their generosity and belief in me led to be returning to their store
again and again. I thought I might try The Spider's Web once more,
because I believed that the first incidence might have been my usual bad
luck, etc. However, to have the second parcel sent to Canada (?!?) and
to be told there is nothing the owner can or will do about it doesn't
make me terribly happy. The order cost me $80 and I am unlikely to ever
see the merchandise. I asked at my local parcel depot today what I can
do about this parcel which went to New Brunswick, Canada and was advised
to keep contacting The Spider's Web and asking if/when it was returned
to her, since it will be *eventually. Well, I know what response I am
likely to get. Something along the lines of, it's been weeks and weeks
since you placed that order, it went missing, get over it, there's
nothing I can or will do to help you.

So there you are. Well done to all who have had a great experience with
this shop. To those who have not (like me) or who are thinking of
ordering from this shop, well - buyer beware!


-- Jo in Scotland

On Jul 29, 5:11*pm, Jo Gibson wrote:
I thought potential customers should be warned, particularly
international customers. *I placed an order on the 19th of June which
has still not shown up, and after contacting the owner, it now
transpires that the order was shipped to Canada. *Now, I've been
ordering online for what - 10 years? - and I don't choose Canada as the
shipping address because, well, I don't live there. *I have no idea what
has gone wrong... my copy of the order doesn't have Canada listed as my
address. *I ordered from this online shop 4 years ago and that order
went missing, never to arrive to me or apparently back to the owner, who
refused to issue a refund or apologise for this incident.

Fast forward 4 years. *I only ordered from this shop because it carries
many older fabrics and I couldn't find the 1930s reproduction fabric I
was after at any other shop. *I think two orders going missing is a sign
of something fundamental going wrong at the store, and I thought you
people might like to know. *The shop is: *The Spider's Web and the
addrss is: *www.thespiderswebfabricshop.com

I suspect that I will not receive any refund, so I'm contacting my
credit card company now to see what options are available to me. *I
think I'll make a big "avoid" list of shops as well, to be placed next
to the computer lest I forget this valuable lesson.

-- Jo in Scotland

I always contact my credit card for any dispute with any merchant. I
have never had to pay for something I never received, poor service or
poor quality. That is another reason to always use your credit card
when making purchases.

Sherry Starr