lizacreates
Pearl Clutcher
Posts: 3,862 
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Post by lizacreates on Aug 29, 2015 17:27:48 GMT
Both icequeen and mdith4him have truly valid points. Here’s the rub, though: SC cannot or will not SOLVE the problem of their CORE service. Missing/broken items, confusing listings, 5-minute buying opportunities, ridiculous defense of ongoing mistakes that are their own doing, etc. The list goes on and on. Never mind treating the customer like gold. How about just treating the customer FAIRLY?
When a customer becomes dissatisfied enough with the basic service she receives, any policy change, whether it is necessary or not, will rankle the customer. It’s like rubbing salt on a wound.
We’re all grown-ups who navigate the intricacies of life on a daily basis. We encounter policy changes more often than we care to think about, whether it’s at work, at the grocery store, our children’s schools, our insurance companies, etc. That’s part and parcel of modern life. We make decisions based on our experience. If that experience has been sullied by ongoing problems the likelihood that we would accept a policy change with resignation or indifference diminishes. If the experience has been positive for the most part, the likelihood of acceptance becomes greater.
Droves of SC customers have repeatedly articulated their concerns on the MB (for years!). There is a systemic problem at the very core of their service, and the dogged refusal or inability to solve the problem makes policy changes unpalatable for many. SC just likes to talk the talk. And I will daresay that many of us already know that talking the talk NEVER solves problems.
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Peamac
Pearl Clutcher
Refupea # 418
Posts: 4,233
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Post by Peamac on Aug 29, 2015 17:34:11 GMT
That just sidestepped bizarre and walked right on to crazy.  I love that line! I'll have to remember that one! I wonder how many total subbers they have? Did enough people leave to really make an impact or not really? They had to have lost a bunch of subbers, b/c I keep getting emails about subbing and different specials for shop items. I never used to get emails for the new kits before, since they always sold out so fast. |
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Post by delila on Aug 29, 2015 19:46:07 GMT
I've read this whole thread & come to the conclusion that SC must be owned by the same damn fools that owned 2 Peas!
They sure don't care about their customers one bit & it shows. It seems like they have gotten too big for their britches & need to be taken down a few notches...losing customers will do that to you.
Sit back & watch the show, they will implode soon & it will be a good one.
delila
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FurryP
Drama Llama
To pea or not to pea...
Posts: 7,286
Site Supporter
Jun 26, 2014 19:58:26 GMT
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Post by FurryP on Aug 29, 2015 21:09:40 GMT
I've read this whole thread & come to the conclusion that SC must be owned by the same damn fools that owned 2 Peas! They sure don't care about their customers one bit & it shows. It seems like they have gotten too big for their britches & need to be taken down a few notches...losing customers will do that to you. Sit back & watch the show, they will implode soon & it will be a good one. delila No, definitely two different owners. |
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Post by macaddict on Aug 29, 2015 22:00:16 GMT
Wow! I'm blown away by all this. They should read the posts here but then they won't be able to delete them. LOL  |
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Post by goldenblind221 on Aug 30, 2015 22:54:46 GMT
Okay. Here goes. I CANNOT wait to quit my SC sub next month (once my commitment is over). I'm so irritated by their poor, awful business practices which seem to focus on alienating their long term, loyal customer base, hoping that new customers won't care about the community side of the club, will pay their money and gtfo. I'm really sad to see it go, because I've loved their kits for so long. It feels to me like a really tough break up with a boy you know does you dirty, but you think you still love. I, like many of you, have been waiting to see how SC cleans up the mess, but they've just kind of left it there, ignoring it to let it decay on its own. The sad thing is that it's really turned me off to scrapbooking altogether. I'm just not doing it anymore ever since all l this sh*t went down, and I think it's because I've spent years associating papercrafting with SC, so now that SC has burned everyone so hard, I'm just kind of done with the whole thing. I want it to change. I want it to be like it was before, and I want to enjoy it again, and I want my old kits back.  |
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Post by goldenblind221 on Aug 30, 2015 23:17:38 GMT
Oh, and I also cancelled my Story Kit sub. Not because of anything negative or anything - I just need to take a couple months off of kits purchases so I can save some money for a new phone. But, I am still flabbergasted at how Ali has the same customer service as SC because it is night and day different. After I sent my cancellation to SC, the canned response I received may as well have said, "don't let the door hit you on the ass on the way out." But the response from Ali actually asked for feedback and thanked me for being part of the community. Even though THAT was probably canned as well, it still felt genuine and made me feel like I was valued. So crazy. I actually had really poor CS from Ali's site. I preordered the WITL kit but never got it. I started a convo, they said wait. I got a notification via my tracking info saying it was being returned to sender, and they said they had to wait for it to get there before they would send it back out. Meanwhile, the project had started. So I reviewed my order info (totally by chance!) and saw that they shipped it to an old address. When I preordered, I was living there. Moved out in May, promptly changed my address on all my stuff, have been receiving kits with no problem (June and July). I told them that they shipped it to the wrong address, and they were like, please make sure you have your correct address on file with us next time! Eff you! It was on file! How about, thanks for looking into that for us even though that's our job, we'll be sure to correct our mistake by sending you your items right away. Instead, what she told me was, we'll ship it out as soon as possible. Maybe a week later, I emailed them back to see if it had gone out, they said the old kit still hadn't arrived, so I just asked for a refund, which they gave. Awful. They're damn robots. All of them. They're the most insincere, frustrating responses. I wish they would respond like NORMAL people, and not this disingenuous, canned comment BS. It makes it so much more insulting, you know? |
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Post by frenchie on Aug 31, 2015 0:12:30 GMT
I'm sorry to hear that you had such lousy customer service from Ali's site, goldenblind221. I hope Ali can nip that in the bud. Can't see SC pulling out of their downward spiral. Hope they don't take Ali with them.
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Post by goldenblind221 on Aug 31, 2015 0:48:12 GMT
I'm sorry to hear that you had such lousy customer service from Ali's site, goldenblind221. I hope Ali can nip that in the bud. Can't see SC pulling out of their downward spiral. Hope they don't take Ali with them. I'm really wary of AE right now BECAUSE of SC. For example, December daily preorder is right around the corner. With previous experiences with the seven paper preorders, this WITL mishap, and other SC snafus, I just don't know if I'm willing to take the chance with that much money. It's a LOT of money. |
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Post by icequeen on Aug 31, 2015 1:18:10 GMT
I'm sorry to hear that you had such lousy customer service from Ali's site, goldenblind221. I hope Ali can nip that in the bud. Can't see SC pulling out of their downward spiral. Hope they don't take Ali with them. I'm really wary of AE right now BECAUSE of SC. For example, December daily preorder is right around the corner. With previous experiences with the seven paper preorders, this WITL mishap, and other SC snafus, I just don't know if I'm willing to take the chance with that much money. It's a LOT of money. I'm with you. Maybe I'll chance it for a mini kit (fewer pieces, ideally to be delayed or defective). Even though we've seen real life pictures of some contents, who's to say those are their sample pieces that were sent ahead of the entire shipment. I had a problem with my WITL papers (the pad was cut the wrong way) and was promptly sent a replacement. Imagine my surprise when I found the replacement was the right size, but didn't have the Monday page or a cover no the pad. Thankfully, we have the digital files, but I'm continually impressed by the ineptitude in Bowling Green. I'd assume a paper pad with no cover was not appropriate to send to any customer. Clearly, I think differently to them. You always see those things on pinterest about "You only had one job to do." I think we could build a board of Studio Calico blunders in no time. |
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Post by anniefb on Aug 31, 2015 1:55:53 GMT
Okay. Here goes. I CANNOT wait to quit my SC sub next month (once my commitment is over). I'm so irritated by their poor, awful business practices which seem to focus on alienating their long term, loyal customer base, hoping that new customers won't care about the community side of the club, will pay their money and gtfo. I'm really sad to see it go, because I've loved their kits for so long. It feels to me like a really tough break up with a boy you know does you dirty, but you think you still love. I, like many of you, have been waiting to see how SC cleans up the mess, but they've just kind of left it there, ignoring it to let it decay on its own. The sad thing is that it's really turned me off to scrapbooking altogether. I'm just not doing it anymore ever since all l this sh*t went down, and I think it's because I've spent years associating papercrafting with SC, so now that SC has burned everyone so hard, I'm just kind of done with the whole thing. I want it to change. I want it to be like it was before, and I want to enjoy it again, and I want my old kits back. Ugh - so sorry to hear about the whole negative experience. Hope you can get your love of scrapping back. |
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Post by aggiebonfire00 on Aug 31, 2015 1:56:56 GMT
I tagged Ali in one of my comments on that thread saying that I hoped that her reputation or brand wasn't ruined because of her partnership with SC. She seems to be a really smart businesswoman, so I'm not really sure why she partnered with SC. I will NEVER do a preorder with SC. After how they handled that one Baxter or whatever preorder where they changed the kit contents but not the price…I don't trust them. I never once worried about whether or not I'd be getting my money's worth in the past, but now I scrutinize everything I purchase from there.
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lizacreates
Pearl Clutcher
Posts: 3,862
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Post by lizacreates on Aug 31, 2015 3:42:19 GMT
There’s something that has always puzzled me since SC went into partnership with American Crafts. Doesn’t AC do all the manufacturing for SC? Why does there seem to be a higher incidence of botched products with SC? I’ve bought plenty of Amy Tan, Dear Lizzy, Crate Paper, Bazzill, etc., which are all AC brands, and not even once did I come across a faulty product. I would think they’re all manufactured in the same Chinese factory as all the other brands under AC’s umbrella. The reason I brought this up is because Ali’s relationship with SC is in the back-end (manufacturing, distribution, logistics, etc.). Wouldn’t that mean the WITL and DD products are manufactured in the same factory as above?
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Post by anniefb on Aug 31, 2015 4:47:35 GMT
There’s something that has always puzzled me since SC went into partnership with American Crafts. Doesn’t AC do all the manufacturing for SC? Why does there seem to be a higher incidence of botched products with SC? I’ve bought plenty of Amy Tan, Dear Lizzy, Crate Paper, Bazzill, etc., which are all AC brands, and not even once did I come across a faulty product. I would think they’re all manufactured in the same Chinese factory as all the other brands under AC’s umbrella. The reason I brought this up is because Ali’s relationship with SC is in the back-end (manufacturing, distribution, logistics, etc.). Wouldn’t that mean the WITL and DD products are manufactured in the same factory as above? I thought the licensing agreement with AC related to wholesale lines only, not necessarily to all the products that end up in the kits, although there does seem to be a lot of crossover. |
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Post by impearia on Aug 31, 2015 7:43:26 GMT
There’s something that has always puzzled me since SC went into partnership with American Crafts. Doesn’t AC do all the manufacturing for SC? Why does there seem to be a higher incidence of botched products with SC? I’ve bought plenty of Amy Tan, Dear Lizzy, Crate Paper, Bazzill, etc., which are all AC brands, and not even once did I come across a faulty product. I would think they’re all manufactured in the same Chinese factory as all the other brands under AC’s umbrella. The reason I brought this up is because Ali’s relationship with SC is in the back-end (manufacturing, distribution, logistics, etc.). Wouldn’t that mean the WITL and DD products are manufactured in the same factory as above? I have had PLENTY of faulty AC in the last few years...Thickers in particular. I had to send some Thickers BACK to AC they were unusable! They sent me new ones plus a few additional packs. There was the DL sticker book that wasn't sticky...poorly cut stickers, unsticky stickers, thinner quality paper in 12 x 12 pads...all sorts of stuff. |
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Post by goldenblind221 on Aug 31, 2015 8:29:58 GMT
I'm really wary of AE right now BECAUSE of SC. For example, December daily preorder is right around the corner. With previous experiences with the seven paper preorders, this WITL mishap, and other SC snafus, I just don't know if I'm willing to take the chance with that much money. It's a LOT of money. I'm with you. Maybe I'll chance it for a mini kit (fewer pieces, ideally to be delayed or defective). Even though we've seen real life pictures of some contents, who's to say those are their sample pieces that were sent ahead of the entire shipment. I had a problem with my WITL papers (the pad was cut the wrong way) and was promptly sent a replacement. Imagine my surprise when I found the replacement was the right size, but didn't have the Monday page or a cover no the pad. Thankfully, we have the digital files, but I'm continually impressed by the ineptitude in Bowling Green. I'd assume a paper pad with no cover was not appropriate to send to any customer. Clearly, I think differently to them. You always see those things on pinterest about "You only had one job to do." I think we could build a board of Studio Calico blunders in no time. And it would be hilarious and heartbreaking all at the same time. I feel kinda bad for those folks who don't have the experience with the SC staff the way they used to be. With Lori and Christine and lots and lots of personalization in routine transactions. I'm sure is hard to do when your company is as large as its grown, but should still be strived for every single day. |
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Post by saralovesducks on Aug 31, 2015 9:33:43 GMT
I'm sorry you are so upset goldenblind221, but happy to see you posting here |
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lizacreates
Pearl Clutcher
Posts: 3,862
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Post by lizacreates on Aug 31, 2015 11:19:38 GMT
Thanks, anniefb. I didn't realize it was for wholesale products only.
impearia...you're right! I had forgotten about messed-up Thickers. I guess I've just been lucky with the others, though.
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Post by goldenblind221 on Aug 31, 2015 11:21:49 GMT
I'm sorry you are so upset goldenblind221, but happy to see you posting here thanks, sara! I'm definitely a little nervous about joining a whole new community, but this makes me feel really welcome! |
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Post by impearia on Aug 31, 2015 11:38:39 GMT
I'm sorry you are so upset goldenblind221, but happy to see you posting here thanks, sara! I'm definitely a little nervous about joining a whole new community, but this makes me feel really welcome! Hi goldenblind221 ! Don't be nervous, you will see lots of familiar faces from SC I am certain! I recognise your name already. I am Imperia over at SC too, but my avatar is different...my hair is hot pink. |
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Post by abr79 on Aug 31, 2015 12:38:58 GMT
Welcome goldenblind221! I'm sorry, too, that you've had issues with Ali's CS. That is concerning. I hope she's paying attention to all this and has a backup plan. I am also worried about issues with preorder on the DD kit but I'm hopeful that there won't be any. I know, realistically that that's a cock-eyed optimist statement but I really hope that Ali has taken steps to prevent issues. We'll see, I guess. Anyway, it's a nice place over here and there's lots of inspiration and people talking scrapbooking. And the great thing is that we can talk about - and link to - any brand!! It's pretty awesome, actually. Oh, and that first few weeks after I got so,pissed, I couldn't create either...but then it came back to me and I've actually been creating more! I think once you've had enough space from their madness, the mojo comes back.  |
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Post by goldenblind221 on Aug 31, 2015 13:00:02 GMT
thanks, sara! I'm definitely a little nervous about joining a whole new community, but this makes me feel really welcome! Hi goldenblind221 ! Don't be nervous, you will see lots of familiar faces from SC I am certain! I recognise your name already. I am Imperia over at SC too, but my avatar is different...my hair is hot pink. totally familiar with you and a few others! So glad to see you all here. Your photo is gorgeous, even though I was always secretly jealous of your hot pink hair. |
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Post by goldenblind221 on Aug 31, 2015 13:04:49 GMT
Welcome goldenblind221! I'm sorry, too, that you've had issues with Ali's CS. That is concerning. I hope she's paying attention to all this and has a backup plan. I am also worried about issues with preorder on the DD kit but I'm hopeful that there won't be any. I know, realistically that that's a cock-eyed optimist statement but I really hope that Ali has taken steps to prevent issues. We'll see, I guess. Anyway, it's a nice place over here and there's lots of inspiration and people talking scrapbooking. And the great thing is that we can talk about - and link to - any brand!! It's pretty awesome, actually. Oh, and that first few weeks after I got so,pissed, I couldn't create either...but then it came back to me and I've actually been creating more! I think once you've had enough space from their madness, the mojo comes back. I'm really hoping so! Now I just have to figure out which new kit club will spark the most creativity, or stay kitless for a while. I have a butt ton of stash to work through. As far as AE goes, we'll see. December daily is something SC has managed a few times now, so hopefully they got it down. |
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Post by katemac on Aug 31, 2015 13:10:59 GMT
I hate that Ali is wrapped up in this BS!
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bethann64
Junior Member
Posts: 88
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Post by bethann64 on Aug 31, 2015 13:15:26 GMT
Hi Jackie! goldenblind221 I am happy to see you here!
I have never been able to resist an Ali E DD kit and I don't expect this year to be any different. I feel certain she has made her expectations to SC pretty darn clear for it after all that has happened recently.
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Post by abr79 on Aug 31, 2015 14:49:36 GMT
And another one gone, and another one gone, another one bites the dust!
It's getting funny now.
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Post by aggiebonfire00 on Aug 31, 2015 14:57:07 GMT
Yeah, I was just responding to that asshole THEJADEGREENGIRL's ugly remark towards me. I didn't even say anything rude to her. She was saying to LCP88 how she just wanted to come to the site for paper crafting inspiration and advice. I said something along the lines of "Good luck with that. Someone posted a thread asking for advice on how to unbend paper and it was deleted. There was nothing against SC or anything, just "how do you unbend paper?"" She starts accusing me of saying she can't read. That her post was about "Freedom of Speech" and not against the TOU. I wish I would have copied her post, but she also accused me of saying something derogatory towards her. Which NEVER happened. What a psychopath. She should apply for a job there. She would fit right in.
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bethanywmi
New Member
Posts: 4
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Post by bethanywmi on Aug 31, 2015 15:02:10 GMT
Am I the only one who noticed that thread over at SC that ask the question about why the boards at SC were so quiet has been removed ?
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Post by abr79 on Aug 31, 2015 15:08:41 GMT
Yeah, I was just responding to that asshole THEJADEGREENGIRL's ugly remark towards me. I didn't even say anything rude to her. She was saying to LCP88 how she just wanted to come to the site for paper crafting inspiration and advice. I said something along the lines of "Good luck with that. Someone posted a thread asking for advice on how to unbend paper and it was deleted. There was nothing against SC or anything, just "how do you unbend paper?"" She starts accusing me of saying she can't read. That her post was about "Freedom of Speech" and not against the TOU. I wish I would have copied her post, but she also accused me of saying something derogatory towards her. Which NEVER happened. What a psychopath. She should apply for a job there. She would fit right in. I saw that dialogue this morning and was legitimately confused - her response to you made no sense whatsoever. You didn't accuse her of not reading or anything! I was actually tempted to copy the entire thread and put it up somewhere online so it could live in posterity. Just because they deleted it, doesn't mean it's gone, etc. But I don't have time to play those games. So tired of it all. Like I said, it's become humorous at this point. |
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Post by abr79 on Aug 31, 2015 15:09:00 GMT
Am I the only one who noticed that thread over at SC that ask the question about why the boards at SC were so quiet has been removed ? Nope...I noticed it (hence the Queen lyrics above  ). |
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I love that line! I'll have to remember that one!
).