Disappointing customer service

I wanted to make some more Polartec 100 long underwear for two of my daughters. The Malden Mills store only showed that weight available in pastels, red, black and white, so I went to the website of a large, well regarded online outdoor fabric supplier, and found they carry several different P 100s.

The bill or packing slip for the piece I had sewn was nowhere to be found in my files, so I didn't know exactly what I'd used. I hit the 'contact us' link and wrote an email, early morning, Dec. 30: "Is Polartec 100 Microfiber suitable for making undergarments by a pattern that specifies fabric with at least 25% stretch?" (Microfiber had lots of color options, more than any of the other P 100s).

Late that day came an answer: "It does stretch in one direction but not much in the other. Which pattern are you using? We do have stretch fleeces that would definitely work."

I wrote back with the pattern number and a brief description of the piece I'd used--stretch 25% widthwise, less lengthwise; lightly fleeced on both sides. And thanked him for his help.

It was a holiday weekend so I didn't expect an instant response, but days went by, nothing. Finally on the morning of Jan. 5, I forwarded the previous email with a note: "I was hoping to receive further information, so that I could make an informed decision and place an order."

He wrote: "Send your address and I will send you samples. That way you can compare it to your existing fabric." No mention of the delay in replying. I thought, well, here goes three or four more days, but sent my addy.

Now it's two weeks past my first email with what I thought was a simple question. I would have expected to already have the long johns sewn up and in the mail to DDs, but still have no samples, much less any fabric.

Think I'll buy elsewhere.

Doreen in Alabama

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Doreen
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