Bad service - when is enough enough?

I only still subscribe to Kelly Purkey (Paper Person) because the kits are my style and I so far have had any issues rectified fairly quickly. I did just buy 2 classes from Shimelle but didn't have any issues like other people did.

I almost feel like we expect companies to mess up and are extremely happy when they don't so maybe that's why we all keep buying from them?

I think it depends on individual experience, and how much one bases things off reviews and word of mouth.

One of my favorites is A Cherry on Top. 
Some here have had a not so great experience from them. I had one rude customer service issue with one of their staff members....that I mention in a thread here.
Matt from ACOT posted here to reach out to him, but I chose to let it go. I am not going to judge one rude customer service moment-experience on the whole overall company. In the future, if that person answers the phone, I will ask for Matt or James instead.

My worst customer service experience was the original Two Peas store. Some of my order arrived bent, and I called, emailed, etc... and they never responded to my correspondence, never sent a replacement. That was my first and only order with them.

More to add...
Just because one scrapbooks and has a following.....does not make them a business person. I think that's been the downfall of several scrapbook companies.
It takes business acumen and knowledge to run a business.
Customer service should be a priority.

I think this is why I still support the ones I do. I don't buy frequently from SC, mostly during their decent sales, and I've only ever had one issues across all my orders, which was resolved quickly and painlessly. I hardly ever buy from Ali or KP, and the last BH thing I bought was page protectors through sb.com. While I've obviously experienced the delays on Shimelle's classes, I've never had the access issues that have been recently discussed. So I think there's two reasons why I still support these business: they offer products or services that fit my style and which I want to purchase, and I've never really had the negative experiences to make me stop supporting them. I'm sure my time will come, and I buy from them knowing there is a risk things might go pear shaped.

I’ve never bought from any of the companies mentioned above. I used to resist shopping online. Until COVID hit and conventions were cancelled, I never bought anything online before we moved to Texas. I shopped at the LSS, where I could see the products. When the LSS in my area closed, I discovered a paper arts store that still satisfied my wants. With my stash, I didn’t really need anything. Then we moved to Texas. The closest LSS was tiny. Seriously, my stash was bigger, at least as far as the products I prefer. The closest LSS that really deserved the name was an hour and a half drive through horrid traffic, However, we had 3 conventions per year, and I found delightful products and companies I’d never heard of before. Then COVID hit, conventions were cancelled, and I started ordering online from my favorite companies that I had found at convention. I can’t think of a single bad experience that I’ve had ordering online from:

Queen & Co. (I love their Foundation dies, customer service, and fast shipping!!!)

My Favorite Things

Lawn Fawn

Hero Arts

Scrapbook.com

Jaded Blossom

I’ve also ordered a few things from Amazon, but I did get one die that turned out to be far smaller than expected. There was another company I ordered online from that had good prices and good service, but I don’t remember their name.

Most of what I buy these days is for card making, except for the Q&Co. Foundation dies that can be used for both scrapbooking and card making. I don’t like buying paper online, and between what I bought from the LSS and paper arts stores before we moved, and what I bought at Tuesday Morning since the LSS closed, I am well stocked with papers and other scrapping supplies. (My paper and other scrapbook stash is beyond ridiculous). I use my electronic cutter to create page embellishments as needed, and I have a huge collection of stamps that I sometimes use to create backgrounds and embellishments.

  I'm waffling on a popular stamp company right now.  I had two bad experiences with them, one they wouldn't replace a missing die because "their dies come attached in a set" so in other words I lost it and two, my credit card was mysteriously compromised after I tried getting a die replacement during my first order.  Oh yeah, I wasn't the only person missing said die from the package so I really don't think I lost it. 

I've had a pretty big wish list for a year but I just can't click the button yet.

Ugh. I bought a bunch of Thickers and stickers when American Craft had their big sale. It came in a box that fit Thickers perfectly. The only problem was that 3 of the sticker sheets were longer than the Thickers, so they just bent them and jammed them in the box. So the top couple of stickers on those sheets are messed up.

Why in the world did someone think it was okay to bend sticker sheets to get them in a box that is too small? I'd complain but it just seems like more trouble than it is worth. So I'm eating the loss of some of the stickers.

The most recent issue I had was with the stamp set not being cut properly and not stamping. I sent an email and next day a new set was shipped out. Am I hesitant to order again? Yes. But I know that their customer service is great and hopefully my email helps with internal control with checking their product being shipping out.

I don't buy from several companies because of the complaints fellow peas have had. My money and time is too valuable to even think about giving them a try.

So I just stick with SB dot com and ACOT.

I ordered many times from Two Peas. Only once did I have an issue and Matt took care of it promptly. Two Peas was not bad all of the time. And neither was Matt. 

Over the years, I have definitely contributed to the Studio Calico thread. But SC & AE are one of the few US-based companies that will actually ship to the UK post-Brexit.

And without access to those, I'd have no choice but to rely on digital downloads.

I am doing less purchasing from SC & AE now simply because they don't always have lines or launches that appeal to me. But when they do, I hop right on them.

It's a bit of a crummy situation in that I don't agree with the way they have handled things in the past but my hands are pretty much tied if I want to be able to buy physical product.

Luckily, my online LSS of choice does stock Elle's Studio and Pinkfresh so I wouldn't be completely without product to work with but they're not putting fresh product out all the time.

I would love the option to shop at PaperPerson. That would be a dream. But her products also seem pretty expensive for what they are.