SO ANNOYED with SC and DD albums
Post ReplyPost New TopicPosted 11/29/2011 by scrappyesq in General Scrappin'
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scrappyesq
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Posted: 11/29/2011 8:39:47 AM
Today is Nov 29, and I still don't have the album for my DD, which I spent $80 for. I keep seeing links for covers that I CAN'T MAKE because I have no album. We were promised by 12/1 but clearly that has not happened. There has been NO UPDATE about what is going on.

I'm not a complainer, but this is RIDICULOUS.

Am I the only one who is this annoyed?

devildog
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Posted: 11/29/2011 8:48:23 AM

I'm not a complainer, but this is RIDICULOUS.

Am I the only one who is this annoyed?


I didn't even buy one and I'm annoyed for you. The lack of communication and updates would really tick me off.

I don't know if you'd even want to, but any chance you could demand a refund and make one on your own?

I really hope you get it soon.



*****Natalie*****

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Dani
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Posted: 11/29/2011 9:04:27 AM
I received an email yesterday stating that they were not up to American Crafts standards and had to be re-done. So they are expecting to hear any moment now what the status will be.

Yeah, right! I am not holding my breathe on getting it by December first. I am so aggravated that I paid the $15 fee to cancel my sub. I couldn't imagine doing business with them for 5 more months.


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mebarnet
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Posted: 11/29/2011 9:05:52 AM
I also didn't order one but I feel your pain. I felt so bad for everyone when the news first hit about this fiasco.

Wishing you luck that it will get resolved for you and everyone else soon!


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Aimoo
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Posted: 11/29/2011 9:30:24 AM
I feel your pain, scrappyesq, I still haven't received mine either.

Here's the email they sent out yesterday about the delay:


We've been in contact with American Crafts about the albums behind the scenes and we are waiting for them to arrive.

We attempted to get an update on Wednesday, but were unable to make contact with American Crafts because they were out of the office for the Thanksgiving holiday. The plant that manufacturers the albums in China does not observe the Thanksgiving holidays, so we know that there has been progress made since our last update. The problem was with the D-ring portion of the binder. It was not up to the quality that American Crafts requires, that is why a portion of our order was delayed...they were rejected during quality checks. We had no way of knowing that this was going to happen until we were notified right before we started shipping the December Daily kits.

We will be calling American Crafts this morning to get an update and find out the status of the shipment. We will do our very best to keep you informed and let you know the status of the album shipment.



Sounds like just more excuses to me. This whole SC DD situation was mishandled from the very beginning, IMHO. I really wonder when we actually will see those albums.


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Now what?

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Posted: 11/29/2011 10:33:27 AM
This is really gonna bite them in the butt


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StuckOnPeas

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Posted: 11/29/2011 10:54:04 AM
I would be annoyed as well. I'd be asking for a refund and for them to pay the return shipping if they wanted it back. It's just unacceptable. I understand there can be problems in manufacturing, but they should have had them all here in time to ship with the kits. And have better communication about it.



yodlo
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Posted: 11/29/2011 11:04:59 AM
I looked on their blog earlier. Several people had asked what was going on. Rather than posting an explanation they apparently only emailed to those who had ordered the album. Leave it to the Peas to get the whole story out for everyone to read.


M

bcmom13
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Posted: 11/29/2011 11:33:19 AM
They should compensate you in some way - partial refund or credit to their store for other purchases. The point of this project is to have everything ready before 12/1. I'm so annoyed for you!


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scrappyesq
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Posted: 11/29/2011 12:13:27 PM
The kicker is that they (the powers that be at SC) seem to get annoyed if you even ask whats going on. SERIOUSLY????? I spent MY money for a product that I expected by a certain time and you have an attitude when I ask when the product is expected to arrive.

I'm absolutely disgusted by this whole process, and I wish I had the time to try and gather up new product to start a DD on my own.

Basically SC makes me sick with their lack of customer service and the nonchalant/nasty way they respond to even the simplest question. Now I can totally understand why people in the past have posted about the lack of good customer service.

I hope that someone from Studio Calico reads this and realizes that treating people with such disregard and lack of respect is not the way to get or keep customers. Personally I'm not a mindless fangirl (see the MB for plenty of those). I can think for myself, and this is a bandwagon that I have no intention of jumping on.

Plus I have to vent my frustration here, as opposed to the Studio Calico board since I know April & Co will either patronize me wth excuses or delete my post.

Not cool, Studio Calico. Not cool at all.

devildog
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Posted: 11/29/2011 12:38:33 PM

The problem was with the D-ring portion of the binder. It was not up to the quality that American Crafts requires, that is why a portion of our order was delayed...they were rejected during quality checks. We had no way of knowing that this was going to happen until we were notified right before we started shipping the December Daily kits.


And from what I remember reading on the threads here, they didn't notify people they wouldn't be getting their album with the kits--they just mailed them out, right? I'd be so tempted to file a dispute with my credit card company.


*****Natalie*****

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Dancingfish
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Posted: 11/29/2011 1:47:20 PM
as a glass half full person--> lets hope the story is true and it is beyond their control. You can still make your DD without the album. I know its upsetting but I bet its upsetting to the employees at SC too.. maybe they just don't know how to explain their frustration properly??

And no I didn't order one...


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Ursie
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Posted: 11/29/2011 2:09:37 PM
I have never experienced anything but SC bending over backwards to correct issues with orders. Manufacturing issues are completely out of their hands. They have answered questions pertaining to this situation again and again on the boards and in emails and have expressed their regret over the situation. I hope you'll consider that this really can't be helped by SC.

If you ordered the DD kit from them, you did still get the body of the kit items and should have been able to start on your foundation pages. I'd encourage you to go ahead with your project and just do the cover later when it arrives. Do the pages and you can even create your dividers if you are using the transparencies that way and just contain them in a box or crop bag type of thing.

This project is meant to be about the positive things this month and I am certain that it still can be. In addition, while I certainly don't know exactly how they will handle it this time, in the past when something in my order hasn't gone as planned, when the do get the right item out to me, there is always a compensatory gift included as well so I would encourage more of a 'wait and see' approach.

I also know that when they don't yet have information to pass on, they aren't going to make something up just so everyone feels better. If it seemed that their responses were delayed, that would be the reason. They do not want to lie to their customer and tell them they are going to get it sooner than they really will. Even in the beginning, they didn't guarantee December first but said they were hoping for December 1st.

I do hope all of you find a way to create your DD without the album for now. I know that if you do you'll be happy with it in the end.



Brooklyns Mama
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Posted: 11/29/2011 2:23:33 PM
What a joke!
I totally wanted to get this album kit - but thankgoodness I didn't. I hope they resolve this issue for all of you soon. How stressful to have to worry about putting the album together even after Dec has already started


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Megan**
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Posted: 11/29/2011 2:55:12 PM
Maybe they shouldn't sell stuff that they don't have

bsn22
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Posted: 11/29/2011 3:34:13 PM
Shouldn't you be annoyed with AC? Not SC?



Hap-Pea To Be Here
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Posted: 11/29/2011 4:03:41 PM
I just don't understand why AC didn't have the albums ready to ship when the kit was ready to go. That's the idea of having a kit, it's all together, ready to be worked on. The albums should have been ready to go with all of the components.

I wouldn't be thrilled either. Especially if it's true that they sent the insides of the album, but not the album.


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wookiemouse
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Posted: 11/29/2011 4:14:22 PM
Every single kit company out there sells kits without the product in hand. That's normal operation. And frankly, as much as I feel bad for the OP, I feel bad for SC as well. I am a former subscriber and had nothing but positive experiences with them. If they got shafted by American Crafts, they're equally in a tight spot. I've had several products delayed in delivery from manufacturers due to one issue or another....it's a part of life. And although you would have LIKED to have the DD done by Dec 1, there's no hard and fast rule that this MUST be done. I know I am one of many scrappers finishing theirs in January. It will all work out in the end.

judy2284
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Posted: 11/29/2011 4:14:26 PM
The problem was that they sold the kits knowing that some of them weren't going to have the binders to go with them. Also, they made arbitrary decisions on who to send binders to, I was one of the first to order a few minutes after available to subscribers, they were not sold out for a few days, so obviously I should have received my binder, also I did not receive an e mail telling me I wouldn't get the binder.

Also, I did not receive the newsletter explaining the latest delay, I sent them three emails and April said I am incorrectly entering the info, I am not, there is a flaw in their new system.

I do understand that they did not initially create the problem with the binders but I am sorry to say that they are running what should be a professional business like a bunch of girls with a hobby.

I will now wait for the Studio Calico apologists to attack me for assuming that they would handle their business professionally.


scrappyesq
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Posted: 11/29/2011 4:19:32 PM
I wouldn't be annoyed with SC if I felt like they were honest up front. Don't sell a product if you don't have it, unless you're up front about things being delayed or back ordered.

For one thing, we were told we would get albums on 12/1, AFTER we received boxes with no albums. We still have not been told about not getting the albums 12/1, even though that is IMPOSSIBLE as of right now.

As far as the expected fangirl response: The smart, short, snarky responses on the MB don't count as open communication. At this point I don't know that I need anyone to tell me how I should approach being creative. This is my 3rd DD and I work with the cover inward. That is my process, and honestly I only asked if anyone else felt frustrated like I did, not how I should do without when I PAID for the kit and I waited until now to vent my frustration.

Thank you Megan and Brooklynsmama for understanding where I'm coming from.


dreamerpea
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Posted: 11/29/2011 5:57:41 PM
I am so sorry you purchased something and the company hasn't come thru. It is so
frustrating.



katyscrap
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Posted: 11/29/2011 7:38:38 PM
Ursula,

I honestly don't get how you feel you can speak for SC both here and on the SC boards. Just because you've had a good SC customer service experience doesn't mean the rest of us have.

You aren't employed by them are you?

Everybody is upset that SC sold a very expensive kit that was supposed to include the binder and it wasn't. Bottom line is they should never have put something up for sale if they didn't have it in stock.

johnmac44
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Posted: 11/29/2011 8:31:50 PM
I have to agree with Katy. I've seen you complain before about a store not having something because they got screwed by the manufacturer (SC) and you didn't have that 'wait and see' mentality. I ordered product from the same store and had to wait for the same thing. Their 'stamp solution' isn't really a solution. Its a problem. Hero Arts can't manufacture enough of the stamp sets to fulfill orders. I see SC has THEIR stamp order though. Convenient.

I cancelled my sub last month. I'm pretty much done with SC. They seem to have a general disregard for customers. I understand its more AC's fault and not SC but SC/AC should have made sure those binders were in and perfect before shipping. You know kit clubs don't just think of a concept overnight and go with it. These project kits had to be in the works for months. I remember the DT hinting at something BIG back in the summer before CHA. So these binders should NOT have been an issue.

And yes, I think they should have taken care of subscribers orders first when shipping. I see they've made that change. Too little too late?

As for the handslapping? Yeah. I get it. You can drink the SC Koolaid all you want. I, as a paying customer, have a right to feel the way I do. If you want to give one place a free pass, then you should let another site have the same pass. After all, you think its okay for SC to pick and choose who they treat fairly.

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Posted: 11/29/2011 9:22:35 PM
I'm just wondering why you think it's so impossible to get your album on 12-1 since it's only 11-29 right now. That's two days away. Could they possibly be on their way?


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scrappypeanut
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Posted: 11/29/2011 10:05:00 PM
Oh no, you still don't have them . I too am finding I have to have the album done before I can start the inside pages (don't let anyone make you feel bad about that either, we all have our own process). I can certainly see how this would be very frustrating and if I were in your shoes I would feel the exact same way.


Every single kit company out there sells kits without the product in hand. That's normal operation.


Agreed. However, this was not an item that was made by some manufacturer for a retail line. This was an exclusive item only available in this kit. This should have been one of the things that was a for sure. It was an exclusive and made by AC which owns SC retail lines. Why on earth was an exclusive item, designed specifically for this project not ready? In addition, the album is a big part of the kit. We are not talking about a piece of paper - I think many people could have lived without a piece of paper or two.



I have never experienced anything but SC bending over backwards to correct issues with orders. Manufacturing issues are completely out of their hands. They have answered questions pertaining to this situation again and again on the boards and in emails and have expressed their regret over the situation. I hope you'll consider that this really can't be helped by SC.


I don't agree with this statement. Quite honestly, I don't see anything but bad customer service regarding this whole issue and many others (ie. not being able to sell the stamps from past kits at a later time). They sold the kits knowing they didn't have the albums, they made no disclaimers while selling the kit that they didn't have the item AND they didn't even give people the option to cancel their order BEFORE they sent it out. They sent the kit out, sent the affected people an email DAYS after they mailed out the kit AND wouldn't take the kit back unless you paid to send it back to them. I don't see how this is good customer service.

Regarding the stamps issue. They want you to buy an overpriced add on to get the stamps you want rather than give the customer what they want and what was done before (the ability to buy the stamps at a later time). Cocoa Daisy has a stamp subscription, but SC doesn't, even after several complaints from their subbers. IMO good customer service listens and responds to their customers. Again, I do not see good customer service.

Getting back the December Daily. A thread was started on the studio calico board from people expressing their displeasure. This thread was closed with a blanket statement from April stating they are a small business trying to do their best with limited resources. That is not good customer service. That is an excuse. In addition, April posted that they will lose money on every kit that didn't have an album as if this is supposed to make us feel bad for them? SC sold the kit knowing they didn't have album (and IMO they did it because they knew the kit wouldn't sell if they admitted they didn't have the album).

What about the compensation for the people affected received? From what I can find (and please correct me if I am wrong). They received an I am sorry email (in some cases after the kit arrived on their doorstep without the album) and a $10 coupon. Great, $10 for free product you have to pay $8.25 to have shipped to you (unless you are a subber which many people who bought the DD kit are not).

Let's not even start with the sunshine & roses attitude, the fangirls (love that word) who would defend SC no matter what they did, the closing of threads that contain the least bit of criticism followed by the personal email from April to play nice or else...
There was a thread here on 2peas a month or two ago (?) on how to improve the 2 peas experience. That thread certainly did contain some criticism. Did 2peas pull it? Did they send out play nice emails to those who were more vocal? No. They heard us, took the suggestions to a meeting and made changes based on our feedback. That is an example of customer service.


April's response on SC to the original thread:

We received the albums on shipping day. Everything was communicated to the customers affected a soon as we realized the issue. We had to make the decision quickly on how to fulfill the orders which we did and got the kits out in 2 days when we expected it to take 3. Emails and notes in boxes were given along with a coupon to express our apologies. If you have a concern please address it to us specifically by the contact information page. we will lose money on all those orders that were affected but felt we needed to go above and beyond by taking on the expense ourselves. We are a small business trying to do the best we can with limited resources. (this topic is now closed).

Everything about this statement reflects bad customer service. SC sold a product they didn't have and didn't tell anyone about it either. The state they communicated to the customer when they realized the issue - they did not. They shipped the product and then sent emails. They go on to say how hard they worked (to get the orders out in 2 days instead of 3). All this says to me is: Quick lets get them all shipped so people cannot ask for a refund unless they pay to send it back to us. Finally my favorite statement: "We will lose money on all those orders that were affected but we felt we needed to go above and beyond by taking on the expense ourselves". Who else do they think is going to take on the expense? American Crafts? They didn't sell the kit and then ship it incomplete.

I so no example of good customer service here. But again, feel free to correct me if I am wrong.



1sassyPea
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Posted: 11/29/2011 10:56:38 PM
odd--so Ali doesn't get mentioned because she is known for picking products that the manufacture sent her for free to increase their sales.

I am sad for the OP and everyone else that spent $80 on the kit. A little time searching Ali's blog you could have had a good 5 years worth of DD.
She uses very little product on her layouts, so your stash would have been fine.

I have to say, I find it odd that SC is in direct sales competition with 2peas and has their own message board to complain to.



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alyrose
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Posted: 11/29/2011 11:01:41 PM
thanks OP and scrappypeanut for verbalizing what I'm experiencing. I have sub'd a number of clubs but never had such a horrible experience.

I don't think people are posting complaints to the SC board b/c its like a communist nation there--the posts are "moderated" to an extreme.

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Posted: 11/29/2011 11:38:28 PM
I didn't order a DD kit, but I just don't understand why if there was a quality control issue some people rec'd their albums? SC handled this VERY poorly, no if ands or buts about it. They dropped the ball, and if they had just owned up to it instead of lying and making excuses maybe people wouldn't be so upset.

April's response on SC to the original thread:

We received the albums on shipping day. Everything was communicated to the customers affected a soon as we realized the issue. We had to make the decision quickly on how to fulfill the orders which we did and got the kits out in 2 days when we expected it to take 3. Emails and notes in boxes were given along with a coupon to express our apologies. If you have a concern please address it to us specifically by the contact information page. we will lose money on all those orders that were affected but felt we needed to go above and beyond by taking on the expense ourselves. We are a small business trying to do the best we can with limited resources. (this topic is now closed).

Everything about this statement reflects bad customer service. SC sold a product they didn't have and didn't tell anyone about it either. The state they communicated to the customer when they realized the issue - they did not. They shipped the product and then sent emails. They go on to say how hard they worked (to get the orders out in 2 days instead of 3). All this says to me is: Quick lets get them all shipped so people cannot ask for a refund unless they pay to send it back to us. Finally my favorite statement: "We will lose money on all those orders that were affected but we felt we needed to go above and beyond by taking on the expense ourselves". Who else do they think is going to take on the expense? American Crafts? They didn't sell the kit and then ship it incomplete.


Scrappypeanut, you are SPOT on!

Also, April shutting down the thread and being rude and dismissive did nothing to help the situation.



dorito6778
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Posted: 11/30/2011 7:30:17 AM
i dont sub to SC, and i've never purchased anything from them and i'm so angry for you. for a brief time i considered subbing to SC, and after the horror stories lately, i'm over it.

the bottom line is SC sold incomplete kits. end of story. not cool.


P12 2011, here I come.

Nana Fawn
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Posted: 11/30/2011 7:51:18 AM
Wow! Are you able to return your kits for a refund? That would be my first step if I was fed up.

Did they at least include the page protectors? That way you could at least create your pages if you were committed to waiting for the album.

Did they offer another album size and some free product to make the situation a bit more tolerable?

It's bad enough that this happened. Not taking care of customers afterwards at the company's expense is unacceptable. I don't care who is to blame. It's up to SC to make every effort to make it right to paying customers.

I did consider the DD and I'm so glad that I changed my mind.

Good luck to you all!



scrapstitcher
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Posted: 11/30/2011 8:09:02 AM
I've been following the threads regarding all the Studio Calico drama. And after reading what I've read, there's no way I'd ever do business with them. I think it's wrong that they sold $80 kits knowing they didn't have the one thing that was the selling point of those kits - an exclusive binder album that you can't get anywhere else. They should have given the customers the chance to back out and refunded their money by letting them know that there was a problem getting the binders. All they have done is chase a bunch of customers away and all the ones who read about it. Not smart, IMHO. I would be beyond livid if I were one of you who had this happen. Doing the December Daily project is supposed to be a happy, pleasant experience and it's turned into something that has cost you a bunch of money, stress and frustration. Maybe they couldn't help what happened with American Crafts and the production of their exclusive albums. But they sure as hell had a chance to make a choice in selling and sending out those kits without the albums and not even giving the customer a say in the matter. It's like they got your money and too bad for you. If it were me, I'd send the rest of the kit back - the cheapest way possible (with a tracking number). And make a complaint with my credit card company regarding fraud and not getting what you paid for and have them go after Studio Calico. You all are going to be lucky to see that album any time soon. And the threads regarding this whole matter are gonna get pretty heated in the coming weeks. I can bet on it and I'm sorry this happened to you.

scrappyesq
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Posted: 11/30/2011 12:03:29 PM
There is supposedly an email update that was sent out today. Did anyone get it? What does it say? (I can't check personal email at work.)

ETA: I post questions here because on the Studio Calico MB the response is "all of the answers are in the email newsletter".

janamke
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Posted: 11/30/2011 12:23:16 PM
SC DD email:
"Hot off the press…we just received news about the December Daily albums! American Crafts has informed us that the December Daily albums will be shipped from China on December 1st. The albums will be shipped by air directly to our warehouse. This process usually takes a week to 10 days, however if a customs issue arises, it could take longer. We will send your shipment via USPS Priority Mail the same day that we receive the albums. We have made arrangements to have extra staff on hand so that we can turn them around and get them out the door to you as soon as possible. We will also make sure that we send an email to confirm shipment so that you will know that they are on the way.

April, Christine and I would like to thank you all for your patience as we worked through this quality control issue. In addition to the $10 promo code that we have already issued, we would like to offer you a choice of an additional $10 promo code or a $5 credit back to your account. Please send an email to info@studiocalico.com and let me know if you would like the promo code or credit. I will issue a promo code or credit to your account as soon as we get the albums out the door and headed your way!

Please accept our sincerest apologies for the delay on your albums. I know that is has been inconvenient for those of you that wanted to complete your album before December 1st. It was never our intention to send the December Daily kits without the albums, but when we were faced with a delay or sending inferior product, we elected to take the heat for the delay. I hope that you will enjoy your December Daily album, I can’t wait to see the finished products in the Member Gallery."

Wow. Just wow.


Wife, mother to 3 amazing kiddos, photographer, scrapbooker! Copic addict in the making. I abuse exclamation points!!!!! And drink too much coffee.


scrappyesq
BucketHead

PeaNut 374,702
May 2008
Posts: 654
Layouts: 16
Loc: NYC

Posted: 11/30/2011 12:31:53 PM
Thank you, janamke.

maryboys
PeaNut

PeaNut 204,736
May 2005
Posts: 304
Layouts: 29

Posted: 11/30/2011 12:34:26 PM
i'm sorry for your disappointment, everyone that bought the DD and didn't get a binder. i feel your pain, too, although i didn't order that kit. as has already been well explained here - that was the main, exclusive part of the kit and you have every right to be upset. while i certainly don't think SC is responsible for the initial problem - they absolutely could have handled it a lot differently...what a mess all the way around.


...mary...

salt-of-the-earth
PeaFixture

PeaNut 65,350
January 2003
Posts: 3,747
Layouts: 4
Loc: Florida

Posted: 11/30/2011 12:41:11 PM
It sounds to me like an unforeseen, unfortunate situation that would have had folks upset no matter what SC did, so they tried to do the best they could based on the circumstances. It doesn't sound like they knew how long or short the delay would be at the time of shipping. My guess is just as many folks would have felt the right thing to do would have been to mail the rest of the kit so at least the pages could be done.

Maybe American Crafts needs to step up and offer the DD purchasers a discount too - it was their error that it sounds like SC has to pay for. Even if they are compensating SC in some way, they are letting SC take the bad rap.






salt-of-the-earth
PeaFixture

PeaNut 65,350
January 2003
Posts: 3,747
Layouts: 4
Loc: Florida

Posted: 11/30/2011 12:41:58 PM
PS - Maybe AMERICAN Crafts should consider manufacturing in AMERICA






Dani
StuckOnPeas

PeaNut 6,587
September 2000
Posts: 2,189
Layouts: 10
Loc: Southern Louisiana

Posted: 11/30/2011 1:30:05 PM
For me, it is not about the delay of the album or that the situation really is out of SC's hands. My issue is SC customer service. I joined SC ahead of time so I could get in on the DD kit a day early. I ordered at exactly 12:01 and my card was charged at 12:02. No delay in that!

My problem is that I was not given priority as a subscriber and I was not given the choice of if I wanted to cancel my order or not. My kit arrived and my email arrived two days later explaining what was happening.I had no clue before the kit arrived that there was a problem. This is where my issue lies with SC.

As far as those of you who received your cover and are telling us who didn't to just start our pages, sorry, but I don't scrap that way. And maybe you would feel different if you didn't have yours.I want to sew things on top of my page protectors and have my album be really dimensional and without the album there are no page protectors to do that with.

So right now, the best I can hope for is to have my album in hand by December 15th. For this being my first DD ever, this is turning into too much of a project for the holidays. And sure, I am getting gift certificates to use in their store for my troubles, well thanks, but no thanks. Why would I ever want to deal with SC again?


Danielle
dani gaudet




princesspaperlover
PeaAddict

PeaNut 361,297
February 2008
Posts: 1,640
Layouts: 0

Posted: 11/30/2011 1:48:18 PM

As far as the expected fangirl response: The smart, short, snarky responses on the MB don't count as open communication. At this point I don't know that I need anyone to tell me how I should approach being creative. This is my 3rd DD and I work with the cover inward. That is my process, and honestly I only asked if anyone else felt frustrated like I did, not how I should do without when I PAID for the kit and I waited until now to vent my frustration.



People are only trying to be supportive, which it sounds like that's what you were asking for, so if others offer a solution that works for them, you needn't call them out for it. If you only wanted a "yes or no" answer if they were annoyed, then maybe you should have just made your post a poll instead?

I'd like to add, my experiences with SC have all been positive. I've been a subber for 22 months and any issue I've had has always been resolved in a polite, professional, and timely manner. That doesn't mean I'm a "fangirl" as you call everyone who likes SC. I'm just a satisfied customer. I'm sure you and others are "fangirls" of companies as well. From everything I've read as to how they've handled it, it sounds like they screwed up at the beginning by not communicating the situation, and have been trying to dig out ever since. Hopefully it was a learning experience for them. I for one, never start with the album cover, so it wouldn't matter to me, as long as I knew I'd eventually receive it. I am sorry it's been such an ordeal for you and others, but hopefully you'll find a way to make it work for you, regardless of the issue with SC.


STAMPIN' UP demonstrator! Peamail me!
Donna/Gigi/Missuslucky
Silhouette Cameo lover!!

scrappyesq
BucketHead

PeaNut 374,702
May 2008
Posts: 654
Layouts: 16
Loc: NYC

Posted: 11/30/2011 2:19:00 PM
Actually, princesspaperlove I thought I was pretty clear from the outset, I wasn't looking for "support" (ie how great SC is and how I should just be quiet and not say anything when customer service is lacking). I'm not presumptuous enough to tell anyone how to be creative and to scrap, and I don't see how a question about customer service led to a "suggestion" about how I should be happy about what I have (and forget the things I didn't get).

I also was not looking to start a poll. I asked pretty clearly in the original post whether anyone else out there in the scrap world was going through the same frustration of not being given any information about what was going on with our albums.

When I say fangirl I mean to point out the exact kind of post that was mentioned. Studio Calico is not beyond reproach, and there are people who post both here and there who will sing the praises of the company without really thinking about why. Maybe it sounds good, or it feels good to be a part of a group. I don't know, but I will say the idea of mindlessly supporting anything, being a fangirl, doesn't appeal to me, nor will I say that I'm a fangirl for anything or anyone.




For me, it is not about the delay of the album or that the situation really is out of SC's hands. My issue is SC customer service. I joined SC ahead of time so I could get in on the DD kit a day early. I ordered at exactly 12:01 and my card was charged at 12:02. No delay in that!

My problem is that I was not given priority as a subscriber and I was not given the choice of if I wanted to cancel my order or not. My kit arrived and my email arrived two days later explaining what was happening.I had no clue before the kit arrived that there was a problem. This is where my issue lies with SC.

As far as those of you who received your cover and are telling us who didn't to just start our pages, sorry, but I don't scrap that way. And maybe you would feel different if you didn't have yours.I want to sew things on top of my page protectors and have my album be really dimensional and without the album there are no page protectors to do that with.

So right now, the best I can hope for is to have my album in hand by December 15th. For this being my first DD ever, this is turning into too much of a project for the holidays. And sure, I am getting gift certificates to use in their store for my troubles, well thanks, but no thanks. Why would I ever want to deal with SC again?


Change my time to 12:05 and that is me in a nutshell. I'm sure that the vast majority of the people who have posted mjust to say that it is no big deal either got their albums or never ordered a kit to begin with.




We have sort of become a nation of whiners.....You just hear this constant whining, complaining - Phil Gramm

princesspaperlover
PeaAddict

PeaNut 361,297
February 2008
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Posted: 11/30/2011 3:19:14 PM

Actually, princesspaperlove I thought I was pretty clear from the outset, I wasn't looking for "support" (ie how great SC is and how I should just be quiet and not say anything when customer service is lacking). I'm not presumptuous enough to tell anyone how to be creative and to scrap, and I don't see how a question about customer service led to a "suggestion" about how I should be happy about what I have (and forget the things I didn't get).

I also was not looking to start a poll. I asked pretty clearly in the original post whether anyone else out there in the scrap world was going through the same frustration of not being given any information about what was going on with our albums.

When I say fangirl I mean to point out the exact kind of post that was mentioned. Studio Calico is not beyond reproach, and there are people who post both here and there who will sing the praises of the company without really thinking about why. Maybe it sounds good, or it feels good to be a part of a group. I don't know, but I will say the idea of mindlessly supporting anything, being a fangirl, doesn't appeal to me, nor will I say that I'm a fangirl for anything or anyone.



I admit, I didn't read everyones responses, but it drives me insane when i'm sharing frustration about something and someone says "just be happy with what you have"...etc. etc. My comments about SC are from my personal experiences, not just to support them. I agree that they (nor anyone, or company) are beyond reproach, and have no problem saying so if that's my experience. However, I haven't had a negative experience with them, so I can't mention one. I know you weren't referring to me when you said "mindlessly supporting anything", but there are some who jump on the bandwagon and it is annoying to see that type.
Again, as a community member, I may from time to time offer a suggestion out of kindness, or just trying to help.....not to be presumptuous about how someone scraps- I don't read that much into a suggestion personally.


STAMPIN' UP demonstrator! Peamail me!
Donna/Gigi/Missuslucky
Silhouette Cameo lover!!

4dloveofscrap
PeaFixture

PeaNut 57,278
November 2002
Posts: 3,167
Layouts: 59
Loc: N Texas-missing the REAL Jersey Shore

Posted: 11/30/2011 3:45:55 PM

PS - Maybe AMERICAN Crafts should consider manufacturing in AMERICA


AMEN!

Ms.Snickerdoodle
Throwing snowballs instead of throwing heads!

PeaNut 83,570
April 2003
Posts: 5,421
Layouts: 49
Loc: Halloweentown

Posted: 11/30/2011 4:04:19 PM

It sounds to me like an unforeseen, unfortunate situation that would have had folks upset no matter what SC did, so they tried to do the best they could based on the circumstances


This is crap. SC didn't do the best they could under the circumstances. Yes, the circumstances suck, absolutely. But SC mishandled this many times over.
First, when they realized there were not enough binders they should have given the binders to the people who ordered first. Period. They used the excuse of sending to internationals first because their kits take so long to arrive, I call shenanigans. They didn't want the expense of sending the albums out alone to the international orders. I can't say I blame them not wanting that extra expense, but that is too bad, they never, ever should have sent out orders the way they did. It should have been first come first serve.
Second, they should have notified everyone who wouldn't be receiving an album with their kit BEFORE boxes were sent. Period. No one should have found out they were missing the album when they opened their box.
Third, they should have given people the option of canceling their order after they rec'd the email. The binder was the main selling point of this kit, plan and simple. SC knew that. People should have been able to opt out.

On top of all the mistakes SC made, they only compounded the problem by delaying the email, shutting down the thread, not keeping people informed of what was going on, and allowing April to post crap like, "If it makes you feel any better I don't have my album either." Seriously, SC screwed up big time and the fact that they STILL don't have the decency to admit that is shocking to me.



wookiemouse
PeaFixture

PeaNut 268,110
July 2006
Posts: 3,699
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Loc: New Braunfels, TX

Posted: 11/30/2011 4:59:30 PM
They gambled on a risk and lost - big time. I had no idea the albums were produced specifically for this kit. There is no reason why they couldn't have them on hand before even advertising the kit. Irresponsible.


salt-of-the-earth
PeaFixture

PeaNut 65,350
January 2003
Posts: 3,747
Layouts: 4
Loc: Florida

Posted: 12/2/2011 10:55:41 PM
My intent in saying folks would have been upset either way, if you read my post, was that some would have wanted to receive the rest of the kit vs having to wait for all of it....






johnmac44
Ancient Ancestor of Pea

PeaNut 216,827
July 2005
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Posted: 12/3/2011 12:06:16 AM

I admit, I didn't read everyones responses, but it drives me insane when i'm sharing frustration about something and someone says "just be happy with what you have"...etc. etc. My comments about SC are from my personal experiences, not just to support them. I agree that they (nor anyone, or company) are beyond reproach, and have no problem saying so if that's my experience. However, I haven't had a negative experience with them, so I can't mention one. I know you weren't referring to me when you said "mindlessly supporting anything", but there are some who jump on the bandwagon and it is annoying to see that type.
Again, as a community member, I may from time to time offer a suggestion out of kindness, or just trying to help.....not to be presumptuous about how someone scraps- I don't read that much into a suggestion personally.


The fangirl title comes about from this group of women who defend to the death SC and everything SC related. The 'how dare you say anything bad about our precious kit club' women.

And they exist. The hand slappers. While they may not be here, in this thread, they are out there. In fact, I'm kind of curious as to why this thread has lasted this long without one of them popping in.

As for this being the first time they have let customers down, its not the first time. There have been many, many times and when customers reach out to them with suggestions, they are shot down. This is the first thread April has closed either. Its just their way of shutting up anyone with a voice. Anyone who isn't too drunk on their koolaid. I've been a subber since the beginning. Day 1. Never missed a kit and I've purchased my fair share of add ons too. But I've had enough.

Their 'solutions' only benefit themselves.

And as far as WHO got the binders...... International shipping has always been first. I know they recently changed it but again, too little too late. Communication was not sent until after people received their boxes and raised a stink. THEN an email was sent. They had people specifically subscribe just so they could get their hands on this kit. What about the people that have been around forever? Who aren't there just to jump on the 'Ali Edwards latest kit' bandwagon......

I didn't order a kit for many reasons but I'm one of the last ones in the US to get my kit. In fact, they're usually hinting at next months kit contents and mine is still being fondled by a UPS man. I'm upset for the people who did order a kit and didn't receive the entire thing. I still think this should have been handled WAY earlier than it was. They were hinting at this kit back in July. Those binders should have been manufactured a long time ago. They said they only got them the same day the kits shipped. What would have happened if they hadn't gotten there in time? Would they delay the kits? Send them without the binders and then ship ALL binders in a second shipment?

The whole thing was handled poorly but the fact remains, this wasn't the first time they've messed up.

scrappygirlnextdoor
PeaAddict

PeaNut 407,791
January 2009
Posts: 1,505
Layouts: 7
Loc: In my jammies, sipping a cup of coffee.

Posted: 12/3/2011 1:54:50 AM

"For me, it is not about the delay of the album or that the situation really is out of SC's hands. My issue is SC customer service. I joined SC ahead of time so I could get in on the DD kit a day early. I ordered at exactly 12:01 and my card was charged at 12:02. No delay in that!

My problem is that I was not given priority as a subscriber and I was not given the choice of if I wanted to cancel my order or not. My kit arrived and my email arrived two days later explaining what was happening.I had no clue before the kit arrived that there was a problem. This is where my issue lies with SC.

As far as those of you who received your cover and are telling us who didn't to just start our pages, sorry, but I don't scrap that way. And maybe you would feel different if you didn't have yours.I want to sew things on top of my page protectors and have my album be really dimensional and without the album there are no page protectors to do that with."
-----------------------------------------------------------------------

I could've written this post verbatim. When people say it was an unfortunate, unexpected problem, that is not the point for me. I was a subscriber (yes, WAS, not any longer) and I purchased the kit at 12:01, and yet they sent non-subscribers an album and not me. Then, they don't even own up to that, and simply say, "Oh well, that's how our system works..." It is really unbelievable how no one on the SC message board complains about this, and for the few who have, they're made to look like bad attitude, complaining people by other members there. These people aren't being negative -- they have legitimate reasons to be pissed and to expect the problem to be remedied. I subscribed to a new kit club this week and couldn't be happier to be spending my money elsewhere.


Blog ----> http://thescrappygirlnextdoor.blogspot.com

scrapstitcher
StuckOnPeas

PeaNut 394,109
October 2008
Posts: 2,452
Layouts: 8
Loc: Ohio, USA

Posted: 12/3/2011 5:10:11 PM

PS - Maybe AMERICAN Crafts should consider manufacturing in AMERICA


I totally agree. Or at least change their name to "China Crafts".

scrapstitcher
StuckOnPeas

PeaNut 394,109
October 2008
Posts: 2,452
Layouts: 8
Loc: Ohio, USA

Posted: 12/3/2011 5:18:16 PM

So right now, the best I can hope for is to have my album in hand by December 15th. For this being my first DD ever, this is turning into too much of a project for the holidays. And sure, I am getting gift certificates to use in their store for my troubles, well thanks, but no thanks. Why would I ever want to deal with SC again?


I completely understand where you're coming from. Reminds me of the time I had my hair cut at a salon in one of the malls in NJ. The girl who was cutting my hair kept stopping to argue and scream at her boyfriend on the phone. She came back to my chair at one point, grabbed my hair and chopped off a huge chunk of it! I got up immediately, asked for a manager, told them what was happening, they gave me a coupon "for next time". Um no thank you and I never set foot in there again.

bonitarose
Ancient Ancestor of Pea

PeaNut 151,242
June 2004
Posts: 5,303
Layouts: 68
Loc: Ormond By The Sea, FL

Posted: 12/3/2011 5:28:41 PM
craziness. first, way too expensive. and over priced in my opinion.. and honestly, if they were asking that much for them, well they shud hv had plenty in stock for those that wanted to pay that much.
bad business practices.
Ppl don't forget.


My Creative Blog:
My Blog, Bonita Rose, Life.Love.Color.Art

Bonita Rose
Ormond Beach, FL 32176
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