Crafter's Companion Reviews 

Very poor customer service - no stock. Ordered an item through QVC which is sent direct from crafers companion. I know they have postal problems so I waited double the expected delivery time. Emailed by query - no response. Phoned the customer services to be told that the item was cancelled due to lack of stock and to contact QVC for a refund. Contacted QVC and they are unaware of the cancellation other than they have had a lot of problems with late shipping from crafter companions. They are now trying to speak to crafters to see if they can give me a refund. Crafters companion phone lines now say lines are closed even though they should be open for another 6 hours! Very disappointed that they did not make any contact to say it was cancelled and just kept me waiting for an item.

The positives, Great products at great prices. Always bargains to be had. The negative, their delivery system is not great, they sometimes take ages to post out. The system hasn't improved even though they've built a new distribution centre this year. It's pot luck when they send out parcels. Recently had a problem which wasn't CC fault, they sorted it quickly and efficiently.

For the second time I thought I had purchased part of the Template Library collection only to be told that there was not enough stock to fulfil my order. I am now left with parts 1 & 2 of the collection and a nice shiny box to put the collection in, but parts 3 & 4 have been snatched away from me. I only hope they get additional stock in the future but customers services could not guarantee me this after I rang them this morning because they had not replied to my earlier email in May and again earlier this week. I think they do not value their customers because they have grown to big for their boots! There company needs sorting out especially their stock management system and making sure they have enough stock before taking orders especially when popular!!!

I have spent a small fortune on this website and thought the goods were great. Until some of the dies didn’t work or things were missing from order, tried contacting them but repeatedly received bad service. I wasn’t going to buy another product from them but I purchased the Gemini 11, after using it for just 2 weeks, it started making the most horrendous noise and stopped working. I tried a couple of things to release the plates and turned it off. I tried next day, fine but the same thing happened again. I emailed them in June and July with no response. I received a response from 3rd email, today, asking me to ring. The representative was very disrespectful, dismissive and didn’t seem to grasp the problem. Told me NOT to follow instruction book and I should watch Sarah on TV. I disagree as I don’t watch that kind of show. Eventually I was told there was nothing to be done. This isn’t the first time I’ve spoken with customer support and it was the same attitude, no help. I know of others who have had similar experiences. This machine is under warranty, less than 2 months since I placed the order and I’m concerned that more damage could be done if I continue to use it. I like the machine, I don’t want my money back but I’d like some support or advice. I won’t be buying anything from them again.

I am missing four items from my last two shipments. I’m in the US, I called the customer service number. She got back to me and said she would send out three of the products and refund me for the other one.

I have not received the three replacement items or the money, called and left another message and never got a reply. I either have to buy a lot of product to get free shipping or pay a lot in shipping. Either way I no longer believe I’m going to get my full order. I just want my money back For all 4 items

Delivery and customer service is so slow, sometimes no response, compared to America they are seriously lacking.

This company used to be great - then it grew into the giant monster it is today. If you buy a product and it's good then all is well. If you buy a product and it's not - good luck getting any kind of after service! Their automated email reply to forms submitted says they will reply "within 2 business days... during busy periods this might be slightly longer". Well, they must be REALLY busy because I still haven't had a reply to my message TEN business days ago! I guess that's what happens when the owner of a company is more concerned about being a "celebrity" than making sure their products are fit for purpose! The "face" of Crafters Companion seems to be just that now... no more "little British business"... most of it is manufactured in China.

Having read the negative reviews I felt it only fair I should leave mine. I brought a brand new Gemini machine from Crafters, a few years ago and a ‘new’ foil press from EBay. And both packed up. So I rang up. And explained. Even though the foil press was under warrantee, because I had not purchased it from crafters they could have said no. They did not. They took both, and they mended both. Picked them up from me and dropped them back. The die machine had been used multiple times since, and it’s great. Although occasionally it CAN get stuck if you keep changing to go backwards and forwards! Not a good plan! Mine did! So I switched it all off and turned it back on, and it worked, thankfully Cos I had the plates all stuck right out, with the dies/card half in! The foil press does work, but I have been to scared to use it after trying it out just once, when I got it back! I love their stamps and dies (although some are a bit to frilly!) they stamp clearly and dies cut crisply. They are good quality. And I brought a second hand ‘new’ subscription box. Huge amount of stamps, four dies, gems, ribbon and papers, really generous amount of things in the box. Looking at the reviews it looks as if some times the service is brilliant and other times it is dismal. I do know that when I brought the A3 score board some years back, it was an inch out, which they DID know about, but did not bother recalling the off measure boards, which made me very cross. But it is useable. And I had only found out because of others pointing it out! I suspect, like other companies, they are now getting far to greedy a slice of the market, which is a real shame. Sara has enough to be going on with and does not need to keep expanding and blocking small fry because of it. So personally I give them an 9 to 10 out of 10. Top marks for the machines and customer service I received, not top marks for the scoreboard! But I do say to anyone reading, please pay attention to the other reviews, as I know it’s NOT always great service (hence the scoreboard!) And if you do get the Gemini die machine; know it is a great machine, BUT do not keep using the back and forward buttons to quickly, and be aware this thing is POWER! It can warp dies! I personally have not had an issue with plates, I rotate mine. And I will put the die though at another angle to straighten it. But it’s so powerful it does leave marks on your pristine card! Putting the see though plastic that pillow cases and duvets come in (cut to fit) does seem to help this, but do that at your own risk as it may void the warrantee! Hope this review is useful.*word of warning keep your box and its foams! Just incase. Because it’s the right size if it has to go back!and if the plates are stuck you can add to the packaging, rather than have nothin* at all to put it in!

Exceptional Customer Service.
I only had my Gemini Midi for approx 6 weeks when it broke. I never heard anything snap or anything but I had been using it a lot so I assumed it was something I had done. My husband took a look at it and the cog had snapped. I was undecided whether to contact customer services or not as it had been opened & I assumed I had voided my warranty. I contacted customer services to ask if I could buy the cog which Sharon said yes that was not a problem & she could post them out to me which I was more than happy with. Sharon asked what had happened I was totally honest & explained. Sharon said that she would get it picked up, get it fixed & returned to me within the week. As I lived local I offered to drop it off & true to her word I had my Gemini Midi back within the week even though there had been 2 concurrent bank holidays. I also spoke to Juliet who was also very helpful. I cannot fault any part of my experience with customer services & as I have all of the Gemini die cutting & foil-press products I am extremely confident if I have any issues in the future they will be dealt with in this way.

CRAFTERS NEEDS TO TAKE CONTROL ON WHO THEY HIRE! They have a warehouse manager who lets their lead patty do anything she wants and treat everyone bad also a not hired on lady name Martha who is a bully to everyone there. Be careful !!
They really don’t mind how Martha treats people there she will bully and tell others what to do when she’s just an employee as well. I couldn’t last working there because of her. Many people give up

This the best firm I have dealt with for many years. My Gemini machine had a fault after 5 years of using. I rang the customer service dept who answered immediately. I ask could they repair it. The answer was yes and they took my details arranged for DPD pickup at a date to suit me. They did not want my bank details in advance but said you only pay if we cannot repair it and quoted me a standard charge to include everything. They were able to repair it and again arranged to return it via DPD all within a week. Everything I have bought from Crafters Companion , and this is quite a lot, has always been to a high standard. I will continue to support this well run organisation.

I will never order from CC again. They discontinued foilpress machine, never gave a reason. I was told they won’t bring it back or an improved version. In Dec it started reappearing and vendors were calling it New version. It isn’t. No foiling dies, no metal plate included and costs more money. The so called new version still has warping platforms. This company has deceitful marketing tactics. The “new” foilpress costs more and you get less for the same machine that warps platforms. This was the last item I bought from this company in 2019 and I will not buy anything else. The die cutting plates warp so I buy from a different manufacturer. When you write to CC it takes a long time to get a reply and everybody gets the same response. I’ll buy from companies based in the US as this company has gone down hill and they are not transparent. Buyer beware. It’s a shame because I like the foilpress but they didn’t fix the bug issue so I’ll buy a machine from a different company when mine no longer works.

They take your money but don't send the goods. I've sent 5 messages since 30th November and they haven't responded to any of them other than their automated reply stating orders are taking 5-7 working days to box and as per their latest one, they are boxing orders from 1st December. My order is from 10th November! I will never order from them again, not holding my breath that I'll ever see my order. Don't waste your time or money with them, shop elsewhere.

Awful company I wouldn’t recommend ordering from them. I an STILL waiting for items that I ordered two months ago. If you email customer services don’t expect and apology because they will just moan about their own problems and not tell you when you can expect to receive your items. I have never known such appalling customer service in all my life and will never order from them again either directly or through QVC.

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!

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 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

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.

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.