March 7, 2013

The right thing

While I was piecing the Autumn Leaf Quilt back, I opened a new bolt of Kona White PFD.  For the first time, ever, I was disappointed in the quality of the fabric.  I needed to finish the quilt back, so I "pressed on" and used it.

The problem was the fabric was stiff, a bit coarse, and too white.  It didn't match the other fabric I'd been using, which was silky, smooth and off white.  What was a gal to do?  I wrote a letter to Robert Kaufman Fabrics.  Yes, I did.  I figured, what harm could it do!

I expressed my surprise at the difference and I included samples of the fabric from an old and the new bolt, plus a photo of the end of both bolts.  Yesterday, I received a letter from their customer service department stating that they agreed with me; and have decided not to produce this SKU  with the guilty mill.  Plus, would I contact them with my phone number, so they can FedEx a replacement bolt to my home.

I phoned them this morning, at 7:30 AM, and my customer service person was at work.  She said she'd get the fabric out today.  I'm very happy with the outcome.  I mentioned to her that I always purchase this fabric by the bolt, and she replied that I was "well trained"!

Hmmm, I may have to ponder that part.

May your bobbins always be full,


  1. The quilt and back are both beautiful! Glad RK had such good customer service and well done for speaking up. I'm just a bit jealous of the fabric bolt ;)

  2. I am glad that you were well taken care of. That always makes me want to use their product. Also, I love your leaf pattern. Is yours or did you use someone else's pattern?

  3. Wonderful piece. Always glad to read a positive customer service story.

  4. Well, I don't really like the "well trained" part, but I do like the customer service part. Just don't let them pat you on the head :)

  5. Thank you for noticing something was have spared a lot of people the same problem. I'm glad they replaced it because having to absorb the cost or live with that many yards of an ugly fabric would not be fun!

  6. Well done for raising that. I'm glad they're sending you some more :)

  7. G'day Jan. Good on you for letting them know. Your quilt looks gorgeous. Take care. Liz...

  8. I love the scrappiness of your Autumn Leaves quilt


Thank you for commenting! I enjoy replying to all comments that have an email address attached. If you are not on Blogger please include an email address within your comment--then I can say hi back!

Happy Quilting!