If you are wondering about your order at any time, feel free to send an email; we are here to help. Here are a few things to keep in mind:
- If the order has shipped: What you see is what we see. Normally, packages are shipped out within 3-7 business days (please note that this is an estimate and can be longer when an order contains yardage to be cut) and arrive within 3-7 business days. Sometimes, the package gets held up between us and delivery. It will get to you eventually, but it might take a few days, so please be patient with us while we all wait for it to get a move on.
- If your order is paid or fulfilled and it's been a few days without a word from us, drop us a note, and we will be happy to investigate. Sometimes, a product is in shipment to us, and we'll hold your order for a day or two so we can ship everything together. If you're worried, email or call us!
For more information regarding where your order is with FedEx, please click HERE to read our article "Shipping Timelines for Your Orders"
Comments
12 comments
I placed my order on May 10, 2021, and it still shows in process mode. No contact from MSQC regarding the issue. I also sent an email, with no response, except the automatic response. I look forward to your timely response after this notification.
Hello Kathy,
Thank you so much for taking the time to reach out. I have responded to your email and look forward to talk more with you about your order.
I placed an order for a birthday present for someone almost a month ago. The birthday was last Sunday, I contacted customer service over a week ago, I received an automated response from you that said customer service is running a little behind, still have not heard back? Sent another message to them only to get the same response? I have ordered in the past and never had a problem, reading through all of the messages on here it looks like Missouri Star no longer cares agout its customers or customer satisfaction. All I want to know is when will my order be shipping?
I am terribly sorry for your wait on your orders. A private message will be sent. Please know that the entire Customer Service team is working feverishly to get caught up. We have hired more agents and have pulled from all across the company to get more help. We all care a great deal about your experience and the experience of our loyal quilting family. Again, please know that we are working very hard to make this better. I look forward to talking with you.
Fool me once... fool me twice. I won't be fooled again.
My previous order (summer 2020?) took so long I'd forgotten the order until it showed up. Blah blah, covid, blah blah short staffed, blah blah delays. So I waited. While daily my inbox fills with Missouri Quilt emails.
Fast Foward January '22 place an order: 2 precuts, yardage, 'freebie'. That should have tipped me off to how desperate MSQ is getting for customers. I didn't want the freebie - but okay. Almost 3 weeks later. Yardage and freebie have shipped-are due tomorrow (ha!). MSQ website says to be patient yardage takes time to cut & ship. Precuts are still "preparing for shipping"! And yet $$ isn't 'preparing' to be paid to them. It's gone.
Sadest thing I've wanted to quilt this fabric color/pattern a long time and now....
Hello Leah,
I am very sorry for your wait on your orders. I am going to reach out to you via email. We care deeply about your concerns and we are eager to eliminate your frustration. Our customer service and warehouse teams are working diligently to deliver a great customer experience. I look forward to talking with you.
I ordered a 10yd bolt of Kona black fabric, the orange peel template set, a seam ripper, and tweezers on Jan 24. I never received an email that my order shipped but the 10yd bolt arrived on 1/31 without the rest of my order. When I look at my orders on the MSQ site it says it's fulfilled but the FedEx tracker said there was only 1 package in the shipment and those dimensions match the bolt. It's now Feb 9 and I've emailed MSQ customer support 3 times but still do not have a response. I'm in the same boat at as Leah. I would prefer to support MSQ instead of buying things on Amazon but this extremely poor experience will stick with me and I'm not likely to order from MSQ in the future.
Hi Martina!
We have received your emails! Our customer service team will be in contact with you very shortly regarding your order. We are working very hard to respond to each customer in a timely manner. Thank you for your order, Martina!
Order #MSQ102634583 2/04/22. I rec’d an email saying that it shipped on 2/1722. When I check the tracking # it says that it is still in Hamilton. When can I expect to receive my order? I am also waiting on an order that I ordered a few days later. Please advise. Thanks.
I can not sign into my account. I receive email from you all everyday so the email is correct. The system won't let me change my password either. I'm not even sure you received my order but I know the money was taken from account. I don't have an order number or verification number. What can I do
Hello Gracia,
The solved ticket is the notification from Paypal on the order. Those are auto solved. The other ticket shows pending your reply. I have checked on your order and it was delivered on 6/14 with a picture of the door it was delivered to. Please take a peek at your tracking and if this is not correct please reply to your ticket with our team, and an agent will look into it.
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