Disappointing experience. Ordered a set of samples and one wasn't sent as they were running low on the fabric. They didn't let me know about this nor refund the cost for the sample that wasn't sent. I... Toon meer
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Purchased patterns and some buttons. All items were packaged well and I am very pleased with the service I received.
Ordered with courier service before cut off time as really needed fabric at short notice, called 3 times to confirm, no answer. Recieve a call later to say actually we haven't sent your fabric, the co... Toon meer
I visited Croftmill with a friend this week and had such an excellent experience. We were welcomed by everyone with open arms even though we were an hour late for our appointment! Nothing was too much... Toon meer
Bedrijf heeft geantwoord
Bedrijfsgegevens
Geschreven door het bedrijf
The Original Mail Order Fabric Company We go way back to when a good night out cost less than 10 ‘bob’ and there was a mill at the end of each street in this part of Lancashire. We specialise in dress and craft fabrics sourced from all over the world. Welcome to our unique corner of the World Wide Web.
Contactgegevens
Office Unit 5/6 Primet business centre, Burnley road, Colne, bb8 8dq, Colne, Verenigd Koninkrijk
- 01282 859281
- caroline@croftmill.co.uk
- www.croftmill.co.uk
3,6
Gemiddeld
48 reviews
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Customer service is poor
Customer service for online orders is bizarre. The fabric I bought was no longer available but a larger remnant was: rather than send me the larger remnant or a cutting from this remnant they were trying to convince me to pay for the larger more expensive remnant instead. They then tried to send me a smaller remnant for the price I had paid.
My really clear solution(s) for their mistake of not updating their website stock was overlooked with inappropriate solutions put forward from Holly who was just wasting my time and delaying possible delivery further.
Please get customer service training to avoid this in the future, you can't make a customer pay more to resolve your mistake.
2 oktober 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for your recent feedback. I am very sorry to hear this has been the case. We have looked into this further and agree that we could have done more to make sure our stock levels were accurate prior to you placing your order online. For this, we are truly very sorry for the trouble caused. Unfortunately, there are a few variables which can affect our stock figures, such as common manufacturing faults within the rolls resulting in a loss of material, if this is not accounted for by us then unfortunately this results in slight inaccuracies on our website. We do have a low stock feature on the website to pre-advise when there is 5 metres or less of fabric, although I appreciate the stock figure was still inaccurate which is ultimately our responsibility. We did offer you a larger remnant for an extra fee of £6 but even with the remnant discount of 10%, we acknowledge this was not the solution you needed. Once again we apologise sincerely for this and hope to improve on our service following your feedback.
Kind Regards,
The Croft Mill Team.
I did like them a lot but their attitude to problems is poor
I did like them a lot. The I bought a two meter remnant that arrived with a piece of tape on it saying that it was faulty. It has a nasty fault in the middle of it, so it's not going to be any use for what I need it for. This lead to a long email exchange where they really didn't seem bothered. They said they could replace it but only if I sent it back - which is a LOT of flaff for a two meters of fabric. I just felt that they weren't taking it seriously at all. It's put me off ordering from them again, which is a shame as up to now they were good
PS It was NOT my first time buying from them, but after their response I certainly won't be buying from them any more.
2 oktober 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for taking the time to share your recent experience with us. I am sorry that the experience was not fully satisfactory on this occasion. We really regret to hear this especially considering this was your first time shopping with us. We have investigated this further for you and we feel we could have explained the reason we did ask for the piece to be returned in a more professional manner. As this is a manufacturing fault it is something we usually take further with our manufacturers, on most occasions they do like to see the fault on the cloth in person which is why it is useful to have the piece back. I am sorry this was not a convenient solution for you on this occasion. If you feel that we can work with you to provide you with a solution then please contact us at Info@croftmill.co.uk
Kindest Regards
Croft Mill Team
AWFUL FABRIC AND SERVICE…
Bought the Cork fabric bundle £26.50.advertised for bag making and strong. What came was see through laminated paper. Definitely not as described. Emailed for a return as Not As Described. The advert said no returns. Its law they take returns as Customer Rights. Paid return post £4. So now ive paid £30.50 for 4 pieces of laminated cork paper. Holly at their customer service agreed return and refund. I then was refunded just £22 of my initial £26.50 payment. The Bundle was sent back as received and well packaged. Not my full amount paid for the full order or even the return post paid as they sent awful fabric to me. A company who sent bad quality fabric would surely at least apoligise and compensate all funds paid. No they even took money off my order. I was told after emailing Holly again to complain she would speak to her boss about giving me my full initial payment of £26.50?. Surely in these circumstances it should be just done... Heard nothing. This is a RIP OFF BUSINESS AND AWFUL CUSTOMER SERVICE.. GO ELSE
WHERE. ABSOLUTE DISGRACE..
I will be informing all my sewing groups in the UK and overseas. Worst service i have ever had
4 augustus 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for your feedback concerning your recent purchase of cork fabric. We would like to take this opportunity to say we do take your comments seriously and we have looked into the matter further today. After inspecting our stocks we have concluded there are no faults with the material you purchased and we believe what you are referring to in your feedback is simply the nature of this product and the way it is manufactured
We should note this fabric is made from 50% wood , 48% poly and 2% glue so perhaps it is not suited to every customers project. If you look closely at the photographs we provide online we do try to show the fabrics in as much detail as possible. We also provide a sampling service which allows you to test the suitability of (most) fabrics prior to committing to a larger order. This service is mostly provided at our cost to help our customers avoid unnecessary expenses ( where possible) when buying bespoke cuts of fabric.
Unfortunately, as your purchase was not considered faulty on this occasion we could not refund your postage paid. Please know that we have not profited in any way from your order as we did refund you the full £22 paid for the product itself and we cannot be liable for the delivery fee as we do not provide free returns as part of our terms and conditions.
Kindest Regards
The croft Mill Team.
Victor - Sahara Fabric/Croft Mill Fabrics
Great price for this beautiful fabric which is delicate in colour and weight also easy to work with.
24 juli 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you so much for the lovely comments Annie! We are so glad you are happy with our fabric - Love Caroline & The Croft Mill Team Xx
Finest linen look - wow
I’ve just received my latest order and wow I’m so impressed with the finest linen look in rose pink it’s such good quality and drape and washed and dried so well and wasn’t expensive. Can’t wait to make the skirt I was planning and I will be ordering more.
I’m always pleased with the quality of all the fabric I’ve ordered and the help I’ve had from customer services. Thank you
Carol
13 juli 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for taking the time to leave a lovely review Carol! We are so glad you are happy with our fabric & service, happy sewing!! - Love Caroline & The Croft Mill Team Xx
I was surprised to read the review…
I was surprised to read the review regarding red/orange material. I used Croft Mill in the 1970s when my children were babies. I do not order so often these days but whenever I do the service and the materials are excellent.
I think of them as old friends.
12 juli 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you so much for the lovely comments, we appreciate your custom :) - Love Caroline & The Croft Mill Team Xx
The fabric that arrived was RED.
Ordered Tension wax in orange.
The fabric that arrived was RED, not orange. Wouldn't offer a refund, because didn't want it to get creased in the post. Overall a shambles... very disappointed won't be ordering from here again and if you are ordering from here make sure to ring them first so they can tell you if the picture matches or in this case does not. Also blocked me posting a review on the website multiple times, guessing they don't want people to think their photos are inaccurate....
20 april 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Hi Eleanor,
We are sorry you are disappointed with our service and that the colour of the fabric you received you felt was not as the photo, you must have felt frustrated when receiving the item. The team's response to your query was following the rules we list on every waxed cotton product. That is because we state on every waxed cotton product that we cannot accept returns on them due to the nature of the fabric (for this reason, we offer for it to be sent on a roll, albeit with higher postage costs).
Because of their nature, we list on each waxed cotton product to get a free sample, so you can be sure you are happy with the product's colour, weight and feel. We were sorry you were not are not happy with the colour, but we also state on every product that the colour may not look like the photo because every screen calibration is different. We work very hard on our photography, but it does depend on each screen's settings.
Once again, this is why we offer free samples. We are looking to see if things can be made any clearer as the last thing we want to do is to have a customer upset. I am sorry that you felt we did not handle this satisfactorily, as we offered to take the fabric back with a small cutting fee. We felt we did our best to resolve this, but please accept our sincere apologies for any inconvenience caused.
With warm regards,
Caroline
Excellent service and good quality…
Excellent service and good quality fabric. Arrived in good time (to the Channel Islands) and I even received a call because the fabric in stock was slightly short of what I ordered, and I was refunded the difference. Will definitely use again.
1 mei 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for the lovely review! We are glad you were happy with our service - Love Caroline & The Croft Mill Team Xx
Never disappointed is easy to navigate
Website is easy to navigate. They have some wonderful fabrics. The service is Stella I have never been disappointed in any of my fabrics ordered!
Thank you Croft Mill🤗
2 mei 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you so much for the lovely review! We are so glad you are happy with our fabrics & service :) - Love Caroline & The Croft Mill Team Xx
Quality and value for money
I was really pleased with the pleated Other Half fabric. As always the items I ordered were very good quality and excellent value. Croft Mill never disappoints.
Liz Meech East Yorkshire
22 april 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for taking the time to write this lovely review! We are so glad you are happy with the fabric Liz! - Love Caroline & The Croft Mill Team Xx
Wonderful Wild Africa Fabric
Just received my order of Wild Africa fabric. It is a soft crepe with a wonderful drape and washed beautifully. It is even lovelier than it looks in the photos and is excellent value for money. I cannot wait to sew with it. As usual the service from Croft Mill was superb.
30 maart 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for taking the time to write this lovely review! We are so glad you are happy with the fabric, happy sewing! - Love Caroline & The Croft Mill Team Xx
Nothing Short of Fantastic!
Every step of the way, Croft Mill has been nothing short of fantastic!
The sample service was prompt and naturally very useful in deciding my fabric choices.
I'm new to sewing, so thought I might call and enquire about the fabric and remnants, and they were so helpful and lovely over the phone!
The fabric I ordered has just arrived, and it is outstanding quality, can't wait to make something with it!
Many thanks to all at Croft Mill! :)
22 maart 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Dear customer,
Thank you very much for your kind feedback. We are thrilled to hear you found our sampling service to be a useful tool when placing your first order.
We are so excited for you to start your sewing journey and would love to follow along with you if you would be kind enough to share your finished product with us :) If you need any assistance with future orders, you know where to find us.
Kind Regards,
The Croft Mill Team.
Excellent quality and price
I have found Croft Mill to be reliable for high quality fabric at a reasonable price and subsequently will continue my fabric shopping with them. Efficient delivery too. Thank you, Croft Mill for such an excellent service.
Jan D., Saffron Walden
7 maart 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for the lovely review! We are so glad you are happy with our service :) - Love Caroline & the Croft Mill team xx
Fabulous quality fabric
Fabulous quality fabric, delivered promptly.
9 februari 2023
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for the review! We appreciate your comments - Caroline & the Croft Mill team xx
My first purchase from Croft Mill
My first purchase from Croft Mill was a lovely crepe viscose in a pale grey background with floral. I haven’t sewn anything with it yet but want to make a dress. I am sure l will be pleased with it as the quality of the fabric is lovely.
9 november 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for your review! We are glad you are happy with the fabric, make sure to send us some photographs of your dress we would love to see it! :) - Caroline & the Croft Mill team xXx
Croft Mill is not only selling…
Croft Mill is not only selling beautiful high quality fabrics with good prices, their costumer service is also high quality and of integrity.
19 oktober 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Dear Maila,
Thank you for your kind feedback. We are delighted to hear you have been pleased with the price point and quality of the fabrics supplied to you recently. We are equally delighted to hear our team could assist you in any way you needed.
Kind Regards,
The Croft Mill Team.
Excellent customer service
Croft Mill offer an excellent customer service experience being both knowledgeable combined with a real ‘can do’ approach. Together with a truly fabulous array of fabrics I cannot recommend them highly enough. I am so happy with my fabrics! Thank you
23 augustus 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for such a lovely review! We are so glad you were happy with our fabrics and service - Caroline & The Croft Mill Team Xx
Croft Mill visit par excellence!
I visited Croftmill with a friend this week and had such an excellent experience. We were welcomed by everyone with open arms even though we were an hour late for our appointment! Nothing was too much trouble. We purchased some fabulous fabrics and received great help and advice in our choices, and can honestly say we were spoilt for choice. I cannot recommend them highly enough and will definitely visit them again in the future.
23 augustus 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you so much for leaving such a lovely review! We are so glad you had such a positive experience with us and that you were happy with the fabrics :) - Caroline & The Croft Mill Team Xx
Great fabric shop
Great fabric shop. Fabric is meticulously cut and neatly folded for dispatch, which is prompt and efficient. Great (and increasing) selection of natural fibres and innovative fabrics. Customer service is excellent. Asked a couple of questions about some waterproof cotton I had bought and had an email reply back within the hour. Highly recommend.
25 augustus 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for the brilliant review! We are so glad you love our fabric as much as we do and that you had a pleasant experience with us - Love Caroline & The Croft Mill Team Xx
Fab!!
Absolutely brill customer service. Holly was so helpful and reassured me about my purchase. Thank you so much!
23 augustus 2022
Review zonder uitnodiging
Antwoord van Croft Mill
Thank you for the lovely review! We are so glad you had a pleasant experience with us - - Caroline & The Croft Mill Team Xx
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