Elegant Stitch

Review: On November 29, 2015 I purchased from this store Hand Dyed Fabric and Cotton Floss. I have spoke to the store owner, [redacted], via email regarding selection of fabric due to my poor eye sight. I made this purchase in good faith hoping that I could see the count threads of the fabric, which I could not. I never used the fabric or threads. I asked if I could return the threads and on Dec. 5 she advised me that she would approve the return of the threads but I must pay for it. I stated I would of course pay for the return shipment. I then asked on Dec. 5 if she would have some other fabric because I could not see the stitch count. I did not state I had used the fabric, only that I was having a difficult time and wondering if I could get a different fabric whereby I could begin the project. After several emails of not addressing the issue, I again asked [redacted] if I could return the fabric. She told me no but again, would credit my threads (Dec. 6 3:33PM). I then stated on December 6: "You have lost a customer. You have stalled by the conversations. I'm done. and NO I don't understand when you know what problem I have. Credit back my threads and I'm done with these conversations that you seem to like to control." Her response was: "And just to keep the record absolutely clear – I don’t know of a single shop in this country who would take linen back that was a) custom cut; b) sent to a customer who by their own admission has stitched on it; and c) now wants to return it because the CUSTOMER has made an effort and is way over her head as far as stitching is concerned, who is argumentative and know it all and doesn’t follow any advice she has been given. Please – don’t contact me again!" On Dec 7th I returned the threads. On Dec. 10 I received this email: our threads are being returned to you. You sent these back on 12/7 which was Monday after I told you on Sunday I would not accept anything back from you due to your disgusting behavior and horrible attitude. I will NOT refund."Desired Settlement: Full refund for threads and return postage. She has also forwarded my emails to the local shop, [redacted], again using infammatory comments. On Dec. 6 at 7:02 pm she has stated this: I am also making a point of contacting [redacted] to let them know how ugly you are and how you bad mouthed that shop to me. It’s a very small community among shopowners and we basically watch each other’s back just because there are bloodsucking customers out there who behave like you have behaved – and then blame everybody but themselves when the games don’t work anymore.

You are no longer welcome at Elegant Stitch – go find somebody else to be rude to…and remember – I have all of these emails and would be delighted to share them with anybody who is interested.

Business

Response:

this is not what happened. I did not forward her emails to the shop in Las Vegas. She has called numerous times on my 800 number and my manager and I have spent considerable time on the phone with her trying to help her. She has tried to stitch on the fabric we provided by her own admission thus making it "used" - it is also shop policy that we do not accept returns on custom cuts of fabric. The threads she wants to return only because "they are not pleasing to her eye" - not because there is anything wrong with them. Once threads and linens leave my control and go to a different environment - I can not accept returns on them - pet hair, pet dander, smoke, cooking smells, etc. - that is the case with most any cloth and fiber from a stitchery shop or a quilt shop - you cannot return cut fabric.this person didn't like the response she got - she was abusive, obnoxious and I as a shop owner reserve the right to do business with anybody. Whether or not she turns me into the Revdex.com is her choice - she needs to take responsibility for her behavior and she is obviously upset because she did not get what she wanted.I am more than happy to forward you all her emails - but at this juncture - it is my choice to refund her money and I choose not to - shop policy - she had a local shop - she could have gone there and explored her options both with the fabric and the threads - instead - she chose to bad mouth her local shop and the employees there and then continually call here for help.19 years in business, the majority being substantially mail order and I have never had to deal with this kind of behavior nor have I had a claim against me by the Revdex.com. I am not refunding her money - she ordered the items after many long phone conversations with her, we sent them to her in good faith and she is the one who doesn't like them now or can't use them. This is not my problem any longer.

Consumer

Response:

I am not expecting returning the fabric, even though it has never been used. This discussion is upon the following email message: 1. December 5 at 4:03 pm you stated: "Yes Sue put them in an envelope and send them trackable and we will credit you back the price of the thread. Please include the receipt but I will not be crediting you back the postage either to you or you returning them." 2. December 6 at 3:33 pm you stated, " Sue - am sorry - can't accept custom cut fabric back - I will credit your threads back but I can't accept cut fabric. I hope you understand - not in 19 years - I just cant". Based upon those comments and authorization, I request these threads to be credited to my account. I asked you twice to make sure you were in agreement in returning these threads and I base my evidence as such. This has nothing to do with other businesses but it has everything to do with you telling me to return them and then not abiding by those actions. You did not make me aware at the time of this discussion on December 5 or 6 of any exception to any policy but instead you initiated the approval. Upon such, I expect a full refund and return postage.

Business

Response:

it has always been shop policy not to accept returns - for various reasons that I will not go into here. that being said, we have filled every order to this customer's specifications and every single order has not met her standards. I initially made the offer to accept return of the threads just to appease her and be done with her constant complaining. She then made an insulting and abusive comment to me after I had spent considerable time explaining the different fabrics to her and that's when it became perfectly clear that there was nothing I could do that would make this right with her because she didn't want it to be right - she wanted to blame everybody but herself.she is stitching a piece with a group on [redacted], she originally ordered the threads and fabric based on the original design and can't see the fabric that she ordered - and thus it became MY fault and now of course, she didn't like the colors of the thread that the designers chose either.at this point I will accept the return of the threads (not the custom cut linen) but I will NOT refund her any postage. Also, she is not welcomed here as a customer and we will have nothing more to do with her. I can recommend several other shops she can purchase her items from - but this shop is no longer interested in whatever business she might have. tell your "client" to return the threads to me in a trackable envelope and I will return the cost of the threads alone to her credit card. if this is not acceptable to your client - then I am finished with this witch hunt and I really don't care what the Revdex.com thinks of me - or how they rate me - after 19 years - my reputation speaks for itself and I don't require the Revdex.com's stamp of approval.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

All credit card information must be destroyed after issuing credit.