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I want to love Allbrands
but they are making it very hard
fcsltd
fcsltd
USA
Member since 6/13/12
Posts: 45
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Date: 9/4/12 0:24 AM

I ordered two bolts of fabric (same manufacturer, 2 different colors) plus some sewing machine needles from allbrands.com back in May 2012. This was my first time ordering anything from them. The webpage said it would be about a week or a bit longer to ship the fabric bolts. I got the needles right away but they charged my credit card for the fabric at the same time. My order now said 'shipped complete' but was not. I waited. three weeks later I started bugging allbrands. They promised to find out and let me know a shipping date. Four weeks later, nothing. I bugged them again. Same promise as before but no followup was done and no ship date was ever provided. Almost eight weeks later I got two bolts of fabric delivered. It was the right manufacturer but the colors were not what I ordered. I ordered one khaki and one british tan. I received one french blue and one beige. I immediately contacted allbrands and said very politely that I was very disappointed in their customer service and that either their warehouse people or their supplier warehouse people need to pay more attention. I then made it clear I was not going to bother to return the wrong items because I had already waited way too long to get the wrong thing and would just keep them regardless. I got a reply but it was not an apology, no mention of a discount on a future order to make me want to spend more money or anything. About a month after that they start emailing me about sending the bolts back. I reply that I am not sending anything back without first receiving the correct items. Each bolt cost me 139.00 and I waited far too long after they charged my credit card and did not ship them.
So now I am torn between phoning them and demanding a refund and shipping the bolts back or keeping them (and actually start using them). I cannot even bring myself to look at them at this point without getting angry.
Meanwhile about two weeks ago I played the 'put large ticket items in my allbrands shopping cart but don't check them out' game. Surprise surprise when I got an email asking what it would take for me to checkout these items (over 2K). So I told them I was dubious about ordering from them again after my fabric order debacle. I mentioned that a discount on the machines in my cart might entice me. The best they could do was 10 percent off. Sorry I am still not impressed. I have read the glowing reviews on PR about this company but I am not feeling the love. Also, allbrands does not let you leave a customer comment directly on their website. They only publish the glowing comments people send via email. I hesitate to bug them any more right now as LA just had that hurricane and I feel a bit compassionate for them (but then I see those bolts of fabric taunting me and I get angry again).

Sonoma33
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Sonoma33  Friend of PR
Intermediate
California USA
Member since 5/10/09
Posts: 1851
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In reply to fcsltd <<


Date: 9/4/12 0:28 AM

I have not read the glowing review here, I've only read the upset reviews. There are a TON of people who have had issues.

I personally have never had issues, but generally I've been ordering small ticket items. I would be very cautious about ordering any large ticket items based on all the bad reviews I've heard here on PR.

I'm so sorry that they have not made things right.

------
Berninas 830LE ♥ Artista 630PQE ♥ 930 Record ♥ Juki TL2010Q ♥ Pfaffs Creative Performance ♥ Passport 2.0 ♥ Singers 221 ♥ 301 ♥ 500a ♥ Kenmore 1040 ♥ Elna 'Grasshopper' ♥ Tacsew T500 ♥ Babylock Evolution

heathergwo
heathergwo
Advanced Beginner
California USA
Member since 11/14/11
Posts: 958
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Date: 9/4/12 10:56 PM

There is a fairly recent thread where someone had a major problem with them and a bunch of others chimed in to agree. I, personally, think I've only ordered once from them without issue, but it seems that problems with them aren't few and far between, so I probably wouldn't purchase anything large or expensive from them.

As for your current dilemma, I would try ONE LAST TIME to get a refund OR the correct fabric. If that fails, just chalk it up to a lesson learned and start using your rather expensive and angry fabric!

------
Brother Innovis 1250D
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arianamaniacs
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arianamaniacs  Friend of PR
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Austria
Member since 6/11/04
Posts: 1488
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In reply to fcsltd <<


Date: 9/5/12 3:19 AM

I find the only way you get a good response from difficult vendors is to call up, demand a refund, and tell them they should send someone to come pick up the wrongly delivered goods, or which address you can send the wrong items back to, which of course will be at their cost.
Suddenly they get all interested in your case because it will cost them something. The fact that you kept the wrongly-delivered goods was enough for them to ignore you complaint because hey you'll just take them anyways.
For smaller orders, they may even tell you to keep the items (especially if shipping will be too expensive for them) and they'll send you the correct ones.

poorpigling

poorpigling
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Texas USA
Member since 12/28/07
Posts: 11070
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Date: 9/5/12 9:12 AM


I get the email updates from this company.. but have personally decided after all I have read and heard about them.. to not order anything of any importance from them.. Not as long as their are more reputable vendors we can give our business too.. So I think it might be a case of buyer beware of the customer service if you do order from here. They do have good prices and its a pity they are not more reliable.

CraftAddict
CraftAddict
Intermediate
Ohio USA
Member since 9/1/10
Posts: 815
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In reply to fcsltd <<


Date: 9/5/12 9:21 AM

When you've spent that type of money, you should get what you ordered. I would insist on a refund and return the incorrect items AT THEIR EXPENSE. Normally when you threaten to report a company to the better business bureau, they manage to find a little bit of "act-right".

Jacqui315
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Jacqui315  Friend of PR
Intermediate
USA
Member since 3/1/06
Posts: 968
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Date: 9/5/12 9:46 AM

Don't force yourself to love a company that can't deliver. Call around to other companies and see what they can do for you. Even if it's merchandise they don't have listed on their site, usually they all order from the same vendors and can get items special ordered for you. If you can't get a bigger discount, it's still better to deal with a company that has better service.

Dianne22
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Dianne22  Friend of PR
Advanced Beginner
Texas USA
Member since 3/18/11
Posts: 88
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In reply to fcsltd <<


Date: 9/5/12 10:37 AM

So many people have complained about them that I have actually saved them in my computer favorites named as "Don't use Allbrands" so I won't forget !

PattiAnnJ
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PattiAnnJ
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USA
Member since 12/3/06
Posts: 7633
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In reply to fcsltd <<


Date: 9/5/12 11:14 AM

Quote: fcsltd
I ordered two bolts of fabric (same manufacturer, 2 different colors) plus some sewing machine needles from allbrands.com back in May 2012. This was y first time ordering anything from them. The webpage said it would be about a week or a bit longer to ship the fabric bolts. I got the needles right away but they charged my credit card for the fabric at the same time. My order now said 'shipped complete' but was not. I waited. three weeks later I started bugging allbrands. They promised to find out and let me know a shipping date. Four weeks later, nothing. I bugged them again. Same promise as before but no followup was done and no ship date was ever provided. Almost eight weeks later I got two bolts of fabric delivered. It was the right manufacturer but the colors were not what I ordered. I ordered one khaki and one british tan. I received one french blue and one beige. I immediately contacted allbrands and said very politely that I was very disappointed in their customer service and that either their warehouse people or their supplier warehouse people need to pay more attention. I then made it clear I was not going to bother to return the wrong items because I had already waited way too long to get the wrong thing and would just keep them regardless. I got a reply but it was not an apology, no mention of a discount on a future order to make me want to spend more money or anything. About a month after that they start emailing me about sending the bolts back. I reply that I am not sending anything back without first receiving the correct items. Each bolt cost me 139.00 and I waited far too long after they charged my credit card and did not ship them.

So now I am torn between phoning them and demanding a refund and shipping the bolts back or keeping them (and actually start using them). I cannot even bring myself to look at them at this point without getting angry.

Meanwhile about two weeks ago I played the 'put large ticket items in my allbrands shopping cart but don't check them out' game. Surprise surprise when I got an email asking what it would take for me to checkout these items (over 2K). So I told them I was dubious about ordering from them again after my fabric order debacle. I mentioned that a discount on the machines in my cart might entice me. The best they could do was 10 percent off. Sorry I am still not impressed. I have read the glowing reviews on PR about this company but I am not feeling the love. Also, allbrands does not let you leave a customer comment directly on their website. They only publish the glowing comments people send via email. I hesitate to bug them any more right now as LA just had that hurricane and I feel a bit compassionate for them (but then I see those bolts of fabric taunting me and I get angry again).

When an order is incorrect, most people would return it for credit and be done with it.

I have never heard of a company replacing an order without charging for the replacement or first receiving the items they are to replace in lieu of payment.

They have no idea what condition your fabric is in.

------
"Improvise, adapt and overcome." - Clint Eastwood/Heartbreak Ridge

CraftAddict
CraftAddict
Intermediate
Ohio USA
Member since 9/1/10
Posts: 815
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In reply to PattiAnnJ <<
thumbsup 1 member likes this.


Date: 9/5/12 11:18 AM

That IS the norm to return the incorrect item but in this instance, Allbrands hasn't inspired a lot of confidence in their customer service. It took EIGHT WEEKS for them to send INCORRECT ITEMS. How long will it take for them to send the correct items or issue a refund? If at all?

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