Below is an email chain from Crafter's Companion Social Media Manager, Taylor (last name withheld) and myself. I have had unbelievable issues with my Spectrum Noir Alcohol Markers. After a couple of months of trying to reach someone at Crafter's Companion and Spectrum Noir, I finally received a response from Taylor stating that the company would replace my collection of makers. She asked that I provide my mailing address, which I did. After that, I heard nothing. I wrote back to her 4 times asking her if she received my email and heard nothing each time. This company's customer service is unbelievably poor! As I stated to Taylor, I believe a consumer should give positive feedback when service is good and I also believe consumers should give feedback when service is POOR as it has been in this instance. ***********************************************************From: Patti (last name withheld)Sent: Sunday, February 10, 2019 9:29 AMTo: 'Taylor (last name withheld)'CC: (edited to remove email addresses. I cc'd 5 different departments within the Crafter's Companion company.)Subject: RE: Terrible Customer Service!!Taylor, It has now been almost three weeks since our initial email correspondence with each other. I have now reached out to Sara Davies via her Facebook page because of the lack of follow-up on a commitment you made to me. When I received your email back on January 23rd I was relieved AND I was thankful and expressed my appreciation to you in my reply along with my address as you had requested! But now, as I stated in my last email to you, I am beyond frustrated, and also as I had mentioned previously, I am a strong believer in sharing Customer Service experiences (good and bad) with other consumers! I have no idea the reason for lack of any further response from you but I find it absolutely inexcusable and the worst example of what good customer service should be! About the only excuse for lack of a response would be due to a family or health emergency. In which case, I would completely understand. Anything else is simply BAD customer service. To the Customer Service Team at Crafters Companion and Spectrum Noir:After reaching out to Sara Davies on her Facebook page, she assured me that that this email will be forwarded to her and so I am asking you to please forward this entire email chain to her. As you can see, I had a problem with MANY of my markers and I began reaching out to the company at the beginning of January. Finally, after many attempts, almost three weeks ago Taylor (last name withheld) responded with a solution to my problem. I replied back to her email 8 hours later providing her the information she requested from me. Since then, I have not heard a word from her despite my repeated attempts to get back in touch with her. I have tried contacting Crafters Companion via your Customer Service phone number and continually receive a recorded message stating that the mailbox is full, therefore I cannot even leave a message. I have heard so many complaints from customers with similar experiences. I was hoping that they were exaggerated, but apparently there is truth in those complaints based on my own experiences with Crafters Companion and Spectrum Noir. I would appreciate follow up and follow through of Taylor’s commitment to me. Thank you,Patti (last name withheld)******************************************************** From: Patti (last name withheld)Sent: Wednesday, February 6, 2019 6:12 AMTo: 'Taylor (last name withheld)'Subject: RE: Terrible Customer Service!! Taylor, Pardon me if I am really confused here. You wrote to me on January 23rd to provide the solution to my issue and asked for my mailing address. I responded to you that same day. I’ve sent two follow up emails (this is now my third) asking if you had received my original response to you and I’ve heard nothing again. I’m at a total loss here and back to being absolutely frustrated at the inconsistent communication coming from Crafter’s Companion and now yourself personally as a representative of the company. Patti (last name withheld) ******************************************************** From: Patti (last name withheld)Sent: Wednesday, January 30, 2019 7:51 PMTo: 'Taylor (last name withheld)'Subject: RE: Terrible Customer Service!! Taylor, I haven’t heard back since our email exchange last Wednesday. Can you please confirm you’ve received my email and next steps? Thank youPatti ******************************************************** From: Patti (last name withheld)Sent: Saturday, January 26, 2019 10:23 AMTo: 'Taylor (last name withheld)'Subject: RE: Terrible Customer Service!! Hi Taylor, Just confirming that you received my response that I sent to you on Wednesday evening. Sincerely,Patti (last name withheld)******************************************************** From: Patti (last name withheld)Sent: Wednesday, January 23, 2019 10:24 PMTo: 'Taylor (last name withheld)'Subject: RE: Terrible Customer Service!! Hi Taylor, Thank you for responding to my email. TRULY appreciated!! Sadly, when I sent my email to socialmedia@spectrumnoir, I did not receive any type of out of office auto reply, so yes you may want to let your tech team know this. I sent that email on 1/9/19 at 6:55am my local time in case that helps your tech team in their investigation/resolve to fix. I genuinely appreciate your agreement to replacement my entire collection of alcohol markers. Thank you!!! And I mean that sincerely. If you believe that the markers currently in your warehouse would be of better quality than what I am currently experiencing with my markers, then that would be great. However, if you believe the better solution would be for me to wait for the reformulated makers and they aren’t way out in the future for shipping, I’m happy to agree to that. Which do you think would be best solution? I would be happy to ship my markers back to you once I receive the replacements. I’m not looking to take advantage by any means. That I promise you. I would just need a shipping label. If you don’t want them back, let me know. My address is as follows:(address was provided) Taylor, once I receive the replacement markers, I will be more than happy to leave a review of your attention to my issue and the care you are providing to me on the Spectrum Noir Facebook page as well as the Crafter’s Companion Facebook page. I’m a strong believer in sharing Customer Service experience! Once again, THANK YOU for giving attention to the problems I’ve been having with these markers. That means a lot to me! Sincerely,Patti (last name withheld)******************************************************** From: Taylor (last name withheld)Sent: Wednesday, January 23, 2019 2:25 PMTo: Patti (last name withheld)I apologize you've not heard back from us as fast as you should have. As my colleague mentioned when you contacted our FB inbox, I have been traveling both to HSN and then immediately after to a trade show, and I'm not sure she was aware of that. I'm hoping you did get my out of office responder when you emailed the socialmedia@spectrumnoir inbox - if you didn't please let em know so I can alert our tech team there may be a problem! As for the Contact Us pages - I've been made aware today that our team has determined there is an intermittent issue with those pages while we're migrating things on our website. As soon as our customer services team was made aware of the issue they put in a request to remove the pages temporarily. I do sincerely apologize for that glitch... sometimes technology lets us down unfortunately! I will certainly be happy to replace your collection of pens for you. If you could confirm your address for me, I will arrange to have them sent out as soon as possible. We have been reformulating our inks to bring the truest possible hue, however the markers available in the warehouse may not all be the new stock as those markers are still in the manufacturing and shipping process. I'm happy to ship you everything now, and if you identify further issues work with you to sort if needed. Does that sound ok? All the best, Taylor
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Crafter's Companion is one of Europe's leading manufacturers and suppliers of crafting products. We're a family business and we're renowned for bringing our customers innovative crafting tools and supplies.
