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Posts: 5I Hope I get this post in the right place, I found it a bit hard to navigate as I am new to this board.
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In april I ordered some things from a UK online shop. I live in Sweden by the way 
It took about 2 weeks for them just to pack and send my order, but that I can live with. But when I received the order they had not sent the whole order. None of the Merino wool I ordered had been sent and I contacted them the same day to hear if they had sent the wool in a different parcel or something so I should expect it another day, but they didn’t even answer my email.
Now I’ve been trying to contact them for almost 2 moths, both by email and phone, but they refuse to answer me all together.
The wool was not so expensive, but because it is unavailable in the same colors here in Sweden I once again have to order from abroad, which of course means that I have to spend new money and new shipping charge. That feels unfair since I have already paid for the wool and shipping and they just do not care to answer my emails and phone calls.
Does anyone have any tips on how to do in situations like this?
I feel completely cheated by this company and it feels so low that
they not even answering my emails :’(
I'm really sorry you have had such a bad experience. If I am ordering from a business I don't know, I usually do a Google search on their name to see if there are any reviews or comments about them online. I have been lucky and never had any problems buying on the Internet or through Ebay.
Do you think the company you ordered from has stopped operating or has 'gone bust'?
Best wishes
Sue
Many people on this forum are from the UK, so I hope they can give you some advice. What's the name of the shop?
Becky
Posts: 5I also search around the web allot before ordering over the internet, especially when ordering from another country. I couldn’t find anything bad about this online shop, and since they have such a grand homepage/webshop I thought it would be “painless†to order from them. My goal is by no mean to bring down their reputation so I’m unsure if I should mention their name here, but at the same time I have been giving them so many chances to answer me but they just won’t email me back or answer my calls. It would be great to get in contact with them in some way, but I don't know how as they don't answer my emails or phone calls.
The shop in question is Bear Basics.
I know that they have not gone out of business or something like that because they have updated their website quite a few times during this time period. I just can’t understand why they’re not answering me 
I can remember hearing good things about Bear Basics. I asked about the name of the shop because there might be a misunderstanding? Maybe someone here knows the people there, and could help? Perhaps a telephone call from someone who lives in the UK could be helpful.
I hope you can get your wool,
Becky
SarchieI have dealt with Bear basics a few times and had no problems with the service at all. They are usually quick to respond.
Sorry I can not be much of assistance. Hopefully it all gets sorted soon.
Keep us updated if things are resolved or not... I would like to find out how this ends
Belper, DerbyshireI've always had excellent service from Bear Basics.
Have you checked that your email service is not blocking their replies? It has happened to me where replies to my email are treated as spam? check your filters.
cheers,
G
Creative Design Studio (RKR4CDS)I have 'shopped' here in the States for list members overseas when the our companies won't send to them, as sort of a middleman. I hate it that we aren't a fully global society.
Giza Girl, I hope that someone in England will be willing to help you out and make a phone call on your behalf, armed with your purchase details, and request the rest of your order for you.
Your order may indeed just have fallen-through-the-cracks and it may be only the need of a person-to-person requirement of someone actually going into the records and pulling up the invoice while someone is waiting on the phone (or perhaps even someone more local - dropping in!): it would be harder to ignore a British citizen in person like it is to brush off someone who isn't a native English-speaker (possibly claiming mis-communications and all...?)
Anyone willing to help out a fellow teddy bear maker? Giza Girl isn't expressly asking for this but I think it would be a helpful act on someone's part.
Posts: 5Hi everyone and thank you all for the support and kind words, I really do appreciate it
They finally answered my email today. If it's just a coincidence that it occurs after I posted
here I will not speculate but I'm glad if It can be resolved some way. I hope I get the
wool I ordered and that I will be able to write some good news here later on.
Thank you all! 
Posts: 5I just want to let you all know that Bear Basics called me up and everything
has been sorted out. I will get the wool shipped to me and I am so happy 
My first bear will therefore get some needled felting details shortly.
Thank you all and a big thank you to Bear Basics for calling me up!
Bear hugs to everyone! 
Hi Gizagirl (sorry don't know your name)
I sent them an email and said there'd been a complaint on the Teddy Talk forum and that it wasn't good publicity for them, not answering a buyers emails & phone calls, so I don't know if that helped but I'm glad to hear that they've contacted you..I am really put off by a business that does not have good customer service and I told them that too..
Posts: 5Thank you so much Denise for taking the time to help me like that! That’s so nice of you. And I’m so happy that everything has been sorted out now and the wool will be sent to me. I am quite sure that it is thanks to your help! :)
Big bear hugs from Frida in Sweden!
That's great news Frida, hopefully you'll receive the wool soon.
Glad to hear this has been resolved. 
I would just like to say in their defence, Bear Basics is an excellent supplier to the bear world and Susan the owner is one of the most helpful and most courteous suppliers to deal with.
YorkshireI'm sorry I came across this posting late. Like Paula, I have often brought from Bear Basics and always had excellent service. I'm glad that you got a response from them and that your order will be with you shortly.
Posts: 751I have also bought stuff from Bear Basics both in person and over the internet. I have found their service speedy and efficient HOWEVER I have found that it is not ever worthwhile trying to phone - it rarely gets answered.
I would give it a 9/10!!!!! :crackup:
