"Will I ever receive my order?"

I've ordered from Crafter's Companion in the past and whilst their delivery has never been super fast it's always been okay.

On the plus side for this review, I've always found their products to be of a good standard and well priced.

However, with my most recent order the problems have been with unacceptably long despatch times and inadequate customer service.
I placed my most recent order on 30th October 22. Only late in the evening of 15th November 22 is it finally showing as dispatched. I can only keep my fingers crossed that I will finally receive my order in the next few days.

Had CC been honest and upfront about how long it was taking them to dispatch orders, rather than providing incorrect information and continuously extending dispatch times, whilst I'd respect their honesty, it is unlikely that I and presumably many other customers would have placed our orders.

To add insult to injury, their customer service is both unfriendly and unhelpful. Stock replies are repeatedly sent which don't address specific queries raised and there's not even the slightest suggestion of any apology.

If my latest experience is indicative of their current business model then I genuinely believe they will alienate their customer base and will struggle to stay in business.

Will I order from them again? No, no, no! Despite the fact that I like their products, there are other craft companies who also provide good products but, and it's a big but, also dispatch and deliver orders within a couple of days and genuinely care about the standard of service they provide to their customers. It seems these are not things CC are currently able to do.

When a business's USP is the longest despatch times in the industry then surely it's time for a new strategy?

17/11/2022 Update - items eventually received and as ordered. Better late than never.

Also it seems CC may have eventually realised their customers might be less than happy with the delays as they have sent emails acknowledging there have been delays. Annoyingly though, the one thing they still haven't been able to do is to say the simple word "sorry". Everyone gets it wrong from time to time and CC have got their delivery and customer service wrong for lots of their customers, but it shows a significant level of arrogance when they simply won't acknowledge this and put their hands up and say sorry!

"They don't send you your products"

11 days after I ordered and no products and no communication. Judging by other reviews they clearly aren't bothered. Horrendous company.

"I have had problems with my Gemini and…"

I have had problems with my Gemini and to say that Julie has helped be would be an understatement, oh heavenly to be able to craft again. I have arthritis in both hands and being able to craft is beyond words amazing thsnks

"First and last time customer"

I placed a £100 order with this company for the first time 12 days ago. Dispatch times on their website are started as 5-7 working days which I thought seemed excessive, but decided to give it a try.

10 working days later and not having even received a dispatch email let alone the items I have paid for, I called them. I was told they had been busy celebrating their birthday and everything was delayed. They thought my item *may* get packed up Wednesday of this week - 12 working days from the date of the order. Apparently I *should* get my order by the end of this week, but I don’t hold out any hope and the lady I spoke to couldn’t have sounded less convincing if she tried.

I wish I’d just ordered what I wanted from Amazon, I’d have got it the next day. At least they are reliable.

I won’t be ordering from this company again. A pretty shocking service.

"Utterly useless company."

Utterly useless company.

Ordered 8 days ago for somebodies birthday. They still haven't even shipped the item.

With the excuse they've been too busy celebrating their own birthday to actually do their job and post out items people have paid for. In their own words they haven't posted any orders for seven days!

Their Facebook page is full of people making the same comments.

Don't give them a penny, you won't receive your order until they can bothered to deal with it, their paying customers are their lowest priority. You can get the same stuff on Amazon for cheaper and not have to deal with these lot.

"Do not use if you can buy the same items elsewhere!"

I placed my first order a couple of months ago. I did not keep track of it as it was not needed immediately but was aware when it did arrive that it had been very slow. I then put my next order in on the 11th of the month (Sunday) it was for organisational items and I started to empty my cupboards in preparation, not having any reason to believe this order would take any longer than most internet orders (a day or two). Nothing arrived in the next few days and beginning to be disappointed I emailed on the Thurs to ask when I might expect to receive my order. I received a reply on the FRIDAY saying that it had been despatched on the WEDS and that the tracking would be updated when it hit the next stage. At this point I was very frustrated because I had been anticipating delivery on the day they despatched it, three days after I placed the not insignificant order. So I had to wait, growing evermore frustrated. On the FOLLOWING WEDNESDAY I phoned them and they said they would resend the order out that evening. I asked who with and they said Yodel again. With a sinking heart I had to accept that thinking it might not even arrive until the following week. To my utter amazement, it arrived the very next day? So why did it take them 3 days to despatch the original order? By the time I received my order I was totally and utterly frustrated, annoyed and very disappointed with a totally disorganised house. I love the items I bought and would really like some more but I honestly don't think I could put myself through that again. Ordered on Sunday 11th and actually received on the Thursday 22nd. The last time I checked the original tracking no. it said it was still waiting for the items to be despatched! Frustrated, annoyed and very disappointed!

UPDATE: Thank you for your response and apology. I appreciate it.

"They use Yodel .. Ugh"

God knows why would this company use Yodel as their courier - twice it happened to me. I'm sat at home waiting for it to arrive for 2 days, their tracking system doesnt work/stuck to yesterday's update. 1st was 5 months ago and now this, sorry CC but I'm not ordering items from there until you switch courier company. A real shame.

"I used Crafters Companion repeatedly…"

I used Crafters Companion repeatedly and it is my preferred craft supplier. I have spent a small fortune with them and I cannot understand how they do not score higher than this as I have always been satisfied with their service. Most importantly, I have always received my parcels and I am a platinum member. On the rare occasion there was an issue with an item their customer service rectified it quickly and to my satisfaction. They have always responded to any email enquiry within two days. I do find the plates of the Gemini warp faster than other die cutting machines, but i find it gives a superior cut, particularly with intricate dies, so in my opinion well worth the running cost. I love their products and their membership scheme is one of the best and completely free. Once you join you build up points and levels based on points earned when you spend on products and there are no hidden costs. Their paper and card are lovely designs and quality, and good value for money. I live off mainland so post can be a little slow, but is certainly comparable to many other companies and better than a lot. Overall I find their service and products great and would recommend them to others without hesitation.

"I wish I had never bought mine even if…"

I wish I had never bought mine even if you turn and flip your plates every time you use it ( which is a pain )the plastic shim still warps , I have spent a small fortune on new plates and shims and that’s in between straightening them . Once they have warped it’s not long before they go again after straightening them

"Brilliant service"

I've read the poor reviews and was astonished.
I inherited a Gemini die cutting machine from a dear friend who died. ( I was still using a very ancient SIzzix Big Shot.) It was so easy to use but next day I was disappointed to find it did not work. I rang Crafters Companion. For the amazingly cheap price of £35, they collected my machine - next day! - fixed it and returned it within a week. When I opened the box I found they had also replaced the old plates and given me a completely new set!
How anyone can complain about poor service I do not know. I think they are amazing - and I rarely write reviews!