KMA - Appalling Customer Service

[BevS97]

I asked around a few weeks ago for people's favorite paper - and KMA seemed to be the winner by far, so last week I placed an order, and requested that since I lived overseas they email me with shipping charges before proceeding with the order.
Personally, I think this is a very valid request, as they give no guidelines to their shipping charges, and I have been charged anything fro $5 to $30 for a parcel. Anyway - this was their reply.

Dear Bev,

I see from the comments on your order you are requesing us to prepare your
order and email you with the totals before charging your card. There is a
$10 service fee to do this. Many times customers from outside the United
States request this and then cancel the order and we have spent man-hours
picking and packing it. As I said before, we would be happy to do this for
you but there is a service fee.

Your order has been placed in pending until we hear from you.

Thank you for your immediate attention on this matter.
Esther, Customer Service
Keeping Memories Alive

Personally, I think this is appalling customer service - I have only order a few items, so it's hardly a massive task to work out the shipping rate, and I could easily be spending $10 to find out the shipping was only $5.

Bev

 

[KirstenB]

sounds like they don't need your business...they have got to be shipping stuff everyday--how hard can this be for them? They could offer to mail it by regular mail, or a shipper (like UPS, FEDEX, etc), and let you know a rough estimate of what each would be. I would go with another scrapbooking supplier---good luck in your quest.

 

[tink2dw]

Just a curious question no disrepect intended. Isn't there a place in the UK you could get to get SB paper? Somewhere close?

 

[BevS97]

There are 3 places in the UK that sell scrapbook paper - well 4 if you include CM.

One of them only sells it's own paper which is A4 size, (a UK Size) so no good for 12x12 books.

The other 2 are both very good, and I do use them a lot, but they can only stock so much stuff so sometimes I order from the States since the variety in the States is amazing.

You can take a look at the UK sites here if you are interested - if anyone knows of anymore I'd love to hear from them,

http://www.scraptastic.co.uk/
http://www.artbasehornchurch.com/
http://www.thepapertrailcompany.com/

unfortunately, none of them are remotely local although I was lucky enough to get to Artbase when I was on holiday in the South of England a few weeks ago, so I bought some stuff there
(It's so much nicer to be able to browse and actually see the products isn't it) - I just wish I had bought even more!


Just to update you - I sent quite a strongly worded email to KMA explaining that I wasn't prepared to be ripped off, and I have had no reply, I guess I shouldn't be surprised. So, I have placed an order with www.hotp.com who I have used before, I rang them and was assured that delivery would be between $5-$10, so I am quite happy with that.

Bev