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craftgrrlI'm going to make a post about my experience with ReproDepot.com at the request of some members here.
Recently I purchased fabric online with them, and received the wrong fabric. It was a 1 yard cut, and I figured this wouldn't be too difficult to straighten out given the size of the order. I sent them an email, and waited for a response as to what I needed to do to exchange the fabric as quickly as possible. I received by phone the next day, which began badly enough with this statement from the CSR: "Oh, why didn't you call us? We're not really big into the internet here."
They explained that I would need to prove that I received the incorrect fabric before they could begin to process an exchange. I asked how they expected me to prove this. They asked for a photo or a scan of the fabric. They also expected me to go over their site and find the SKU of the product and the link to the page on their website. I needed to send them this info along with the photo which they would then verify with their stock. And only then would they begin the process of a return. (Which from the way the rep talked meant waiting for a mailing label in the mail.) At that point I enquired how long this would take, and was told about 2 weeks. Too long for me to complete my gift. (Frankly, I order online almost exclusively, I expected to send the item back, possibly at my cost, have it verified as incorrect and recieve the replacement at their expense. As most online merchants with storefronts do.)
I asked what the alternative was if I didn't have access to these things. They said, well, you'll just have to find someone or use your workplace's equipment. (Hmmm, really? My office doesn't allow it.) I asked where this policy was posted and inquired why they were not repeated during the order, as other sites with unusual policies do. I also offered to send it back at my expense with an SASE for the correct fabric just to speed up the process. No dice. I pointed out that the time involved was greater than the cost of the cut of fabric, $5.74, and that it made no sense to do an exchange with them. (I actually did find the fabric on their site, it took 25-30 minutes to figure out their org system and find it in the search results.) I requested a refund given that I couldn't get the fabric, and was told store credit only. At this point, I pointed out that from my perspective they just implied I was trying to defraud them, and they couldn't complete an order correctly or hassle free anyway, so why was I supposed to want to do business with them?
The email I sent to them after I contacted the BBB is here, along with both fabrics. They have not contacted me yet.
It was evidentally snarked after I commented here yesterday, and the general consensus is that they're so hideous I should not ask for a refund. lol If this seems reasonable to you, then by all means use the site. However, if speed of the essence, they may not be the right company to deal with because they're prevented by policy to have that flexibility with the customer. If you don't want to be treated like you're out to steal everytime you order online, you may not want to deal with them either. After further googling ReproDepot, you may want to do some research anyway if you buy fabric to make things to sell from them as they've evidentally had problems informing consumers that they sell under a restricted liscense that prevents it.
Just to repeat, you can't use their fabric for items you intend to sell. See ![[livejournal.com profile]](https://www.dreamwidth.org/img/external/lj-userinfo.gif)
chaelaanne's explanation. FWIW, I wouldn't use them again for any purchase just based on the customer service.
And now for some cute socks I made as christmas gifts!
The first of the socks I made for my mom this year. It's Knitpick's Parade in Crayon. It self striping, and it came out cute! :-)
The company's response has been submitted to the BBB. I am submitting my response this afternoon and will be be adding it to the post on my LJ. It contains all the facts, and photos there if for some reason you're looking for a more complete picture of my interaction with the company.
Recently I purchased fabric online with them, and received the wrong fabric. It was a 1 yard cut, and I figured this wouldn't be too difficult to straighten out given the size of the order. I sent them an email, and waited for a response as to what I needed to do to exchange the fabric as quickly as possible. I received by phone the next day, which began badly enough with this statement from the CSR: "Oh, why didn't you call us? We're not really big into the internet here."
They explained that I would need to prove that I received the incorrect fabric before they could begin to process an exchange. I asked how they expected me to prove this. They asked for a photo or a scan of the fabric. They also expected me to go over their site and find the SKU of the product and the link to the page on their website. I needed to send them this info along with the photo which they would then verify with their stock. And only then would they begin the process of a return. (Which from the way the rep talked meant waiting for a mailing label in the mail.) At that point I enquired how long this would take, and was told about 2 weeks. Too long for me to complete my gift. (Frankly, I order online almost exclusively, I expected to send the item back, possibly at my cost, have it verified as incorrect and recieve the replacement at their expense. As most online merchants with storefronts do.)
I asked what the alternative was if I didn't have access to these things. They said, well, you'll just have to find someone or use your workplace's equipment. (Hmmm, really? My office doesn't allow it.) I asked where this policy was posted and inquired why they were not repeated during the order, as other sites with unusual policies do. I also offered to send it back at my expense with an SASE for the correct fabric just to speed up the process. No dice. I pointed out that the time involved was greater than the cost of the cut of fabric, $5.74, and that it made no sense to do an exchange with them. (I actually did find the fabric on their site, it took 25-30 minutes to figure out their org system and find it in the search results.) I requested a refund given that I couldn't get the fabric, and was told store credit only. At this point, I pointed out that from my perspective they just implied I was trying to defraud them, and they couldn't complete an order correctly or hassle free anyway, so why was I supposed to want to do business with them?
The email I sent to them after I contacted the BBB is here, along with both fabrics. They have not contacted me yet.
It was evidentally snarked after I commented here yesterday, and the general consensus is that they're so hideous I should not ask for a refund. lol If this seems reasonable to you, then by all means use the site. However, if speed of the essence, they may not be the right company to deal with because they're prevented by policy to have that flexibility with the customer. If you don't want to be treated like you're out to steal everytime you order online, you may not want to deal with them either. After further googling ReproDepot, you may want to do some research anyway if you buy fabric to make things to sell from them as they've evidentally had problems informing consumers that they sell under a restricted liscense that prevents it.
chaelaanne's explanation. FWIW, I wouldn't use them again for any purchase just based on the customer service.And now for some cute socks I made as christmas gifts!
The first of the socks I made for my mom this year. It's Knitpick's Parade in Crayon. It self striping, and it came out cute! :-)
The company's response has been submitted to the BBB. I am submitting my response this afternoon and will be be adding it to the post on my LJ. It contains all the facts, and photos there if for some reason you're looking for a more complete picture of my interaction with the company.
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