Review Time
I ordered a kit for a birthday present. Unfortunately it was out of stock and delivery was delayed, so Danielle called to let me know. As it was a birthday present, she allowed me to choose a different kit that was in stock, wrapped it and sent it with a gift card directly to the recipient. Fantastic service, thank you!
I ordered a couple of cross stitch kits just after Christmas and one of them was out of stock so Danielle phoned me to see if I wanted the one which was in stock sent out or to wait until the other was in stock and they could both be sent out together - I opted for the latter option! I did have to wait a few weeks, but as I wasn't in a rush, so it didn't bother me. Today I received only one of the kits so I emailed Danielle to say that I'd ordered 2 - she promptly called me back and admitted her error. She was going to post the kit out today. I had a chat to her on the phone and she seems like a genuinely lovely person who is running a business aptly named. We all make mistakes and we can always make room for improvement (nobody is perfect)! Despite these couple of blips in my experience, I'm more than happy to purchase from this business again.
I placed an order on 5th December and there was no mention on the webpage (or anywhere else on their website either) when I was placing the order, that this item was out of stock or this item is a special order. A week had passed since we placed the order, and we had not received any further email from them (other than the order confirmation one) to say that there would be any delay. So I decided to email them to ask if my order had been dispatched. Credit where its due I got an email back a couple of hours later saying that:"The item you ordered is a special order item and can take up to 14 days to arrive with me" Why does the owner not show on their website which items are special order and therefore can take 14 days to arrive with them, and then from there get packed and posted out to the customer. And even more so at this time of year for Christmas. Most other transparent online shops with items showing available to purchase usually get dispatched maximum two days from placing the order, and arrive a couple of days after that. That was what I was expecting with this order with what I have mentioned above. Another thing that infuriates me is the fact that I paid for the order at the time of purchase even though the item wasn't in stock and was a special order. I'm sorry but customers should not be charged for an item that is not in stock, and they should only be charged at the point where the order is getting packed and posted out to the customer. Businesses should ensure they have the adequate funds to run their business properly, instead of getting their customers to pay for it, while the business orders it from their suppliers!I've dealt with many online shops, and I cannot remember any that either do not mention that the item is out of stock, or is a special order and that it can take x amount of days to arrive. It should not be my job to contact the seller after a week from ordering to query the whereabouts of my order, that should be the job of the seller to contact me and inform me that it is a special order and can take over 14 days to be delivered to me, and even more so if they cannot have a decent website which shows which items are special order and can take 14 days to arrive with them.This will be the first and last order I will be placing with them, as I would rather deal with online shops that are more transparent and upfront with providing customers with clear and concise information as to which items are in stock.
I had specific requirements for material I needed. I submitted a query using the online contact form and despite it being a Sunday, Danielle replied promptly and by the end of the chat she offered to contact her suppliers to enquire specifically if what I was after was possible.Hey presto a day or so later, Danielle called me to say she'd found what I was after ans had ordered it in for her. She called once th stock arrived and left a voicemail explaining my next steps.A few days later, I placed my order online, it arrived the very next day.THANK YOU Danielle for your amazing Customer ServiceC
I ordered a cross stitch cushion cover and separate backing kit. After a week they telephoned to apologise for the delay and explained the supplier could not provide the backing kit I requested but they did have a suitable alternative. This all then arrived promptly including a cash refund as the alternative kit was cheaper than originally ordered. I just love the personal service which I know would not have been possible if dealing with a large retailer.
I recently bought a kit from this lovely company and my puppy decided to eat a hank of threads! Danielle has been amazing in trying to track down the DMC numbers. I am pretty sure that any profit she may have made on the original kit disappeared quickly given the amount of time she gave to helping me. This is great customer service and I will definitely be ordering from The Happy Cross Stitcher again.
Can't praise Danielle enough.....purchased a kit all Our yesterday's .....emailed and said couldn't see stitches under back stitch on the chart . Danielle phoned me to tell me that she has spoken to company.....they don't do separate chart for back stitch. Danielle agreed with me an unusual way of showing back stitch.....and she told the company.
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