By Kirsten on July 1, 2014 Verified by Email

A very annoying experience at the Markham location today. It was the first time using my membership since purchasing it in May, 2014. I did not have my card on me but I did have my membership number and my receipt showing that I purchased the membership in May. I guess that was not good enough and I was told that I would have to wait for 2 hours for head office to get back to the store to see if I could get my member discount. I was also told that if I couldn't find my card that I would have to pay a $10 replacement fee for the remaining month I have on my membership. I decided to go ahead with my purchase as the discount would have been $12 and I couldn't wait as I had to get to work. (I now wish I had left the cut material on the counter and walked out). I was told that if I brought in my membership card then I could get a refund. I went home and called the store back saying I found my card and that I would come in to get my refund. I was told that they didn't say that when they had just said it 10 minutes prior. (What happened to the customer is always right?) I tried getting through to head office but no luck.

I can't believe this store is so antiquated that I have to carry a membership card (with no bar code by the way) and can't just give my membership number. In the days of computers and smart phones, most up to date companies can look up a membership by a phone number, customer name, etc. If Fabricland wants to survive as a business, they need to be more up to date as their future customer base does not carry every customer membership or loyalty card with them at all times. Perhaps if the customer service improved, they wouldn't have to close so many stores.

I also have to say the selection is pretty poor and it was difficult to find what I was looking for. I definitely won't be giving them any more of my money...there are other fabric stores in the GTA!

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By Kirsten on July 1, 2014 Verified by Email

A very annoying experience at the Markham location today. It was the first time using my membership since purchasing it in May, 2014. I did not have my card on me but I did have my membership number and my receipt showing that I purchased the membership in May. I guess that was not good enough and I was told that I would have to wait for 2 hours for head office to get back to the store to see if I could get my member discount. I was also told that if I couldn't find my card that I would have to pay a $10 replacement fee for the remaining month I have on my membership. I decided to go ahead with my purchase as the discount would have been $12 and I couldn't wait as I had to get to work. (I now wish I had left the cut material on the counter and walked out). I was told that if I brought in my membership card then I could get a refund. I went home and called the store back saying I found my card and that I would come in to get my refund. I was told that they didn't say that when they had just said it 10 minutes prior. (What happened to the customer is always right?) I tried getting through to head office but no luck.

I can't believe this store is so antiquated that I have to carry a membership card (with no bar code by the way) and can't just give my membership number. In the days of computers and smart phones, most up to date companies can look up a membership by a phone number, customer name, etc. If Fabricland wants to survive as a business, they need to be more up to date as their future customer base does not carry every customer membership or loyalty card with them at all times. Perhaps if the customer service improved, they wouldn't have to close so many stores.

I also have to say the selection is pretty poor and it was difficult to find what I was looking for. I definitely won't be giving them any more of my money...there are other fabric stores in the GTA!

Write a Comment