Hancock's of Paducah — Local services in Paducah

This shop may be great for in person sales, but the online experience leaves much to be desired. And, the company doesn't put the customer first, they put their top dollar first and pretend they care about customers.

My experience is as follows. And I will try to do a short version.

I purchased several fabrics, one of which was 9 yards of, what I thought to be, white fabric with a very subtle pattern. The photo of the fabric shows exactly that. When I got the fabric, it turns out it was a (very poor quality) plain white. I called them about it and was told that plain white was what I had ordered. Per their return policy, I was welcome to return it at my shipping expense. I felt that this was unfair since their photo depicted an entirely different fabric than what I got. However they said that it was my fault for zooming in (which I did not do) and that their title description was what the fabric was and that I should have gone off of that. How was I to know that the image they were projecting wasn't what the title depicted? I am not a fabric savant and to me, it DID depict the photo! Yes, the title said solid, but there are several listings that also say solid but show a subtle pattern. And, I'm the customer. It's the sellers responsibility to make sure they're presenting their product correctly in both the title AND the image. I was told that they would give me a discount, but that if I wanted to return it I had to pay shipping. I offered to split shipping, (which would have been the discount amount anyways.) Again, the answer was no.

I sent an email the Hancocks President, Justin Hancock. He was entirely unsympathetic, again putting the blame and responsibility on me, the customer. He said he didn't see the pattern, so I sent photos. I was told that it was not a pattern, but distortion from the camera. How am I supposed to know that!?!? Put a disclaimer ON the photo then saying that there may be distortion!!

I filed a complaint with BBB and somehow they said they had reached out to me and that I didn't respond so the case was dropped. I decided that for $17 (or $8.50 since I said I'd pay half) it just wasn't worth it anymore and just let it go.

The final straw with this company though was when I was going through my fabrics when I was ready for the project I had ordered all the fabric for, and found one was missing. I wasn't sure if I had just not ordered it or if they had forgotten to put it in, so I went to log into my account only to find that they had deleted my entire account. No order history, nothing. That is so extremely petty of them. They're supposed to be a professional company not a vindictive bully!

I do NOT recommend this company in ANY capacity for the simple fact that there is a lack of morals and values and absolutely no customer service. This was something that I felt was totally their fault for misrepresenting the fabric, however I had been willing to split the cost of the shipping. But my patronage wasn't worth $8.50 to them. Horrid. IF you do want to shop from them, I would recommend you do...

WORST EXPERIENCE EVER!!!!!!!!!!!!! HORRIBLE CUSTOMER SERVICE!!!!!!

If you enjoy having your orders CANCELED without any NOTIFICATION, getting GHOSTED when your order is LOST and no price match when you just submitted $300 worth of order and there’s a site wide sale the very next day, this would be the perfect shop for you.

After COVID I’ve been purchasing fabrics online with hundreds of orders and this is THE WORST EXPERIENCE without any doubt.

IF NODODYS GONNA PICK UP THE PHONE THEN WHY ON EARTH DID YOU PUT PUT THAT INFO?

I WILL NOT HESITATE TO GAVE ZERO STAR IF THAT WAS AN OPTION

My order has a ups label but actually was delivered by usps. Usually it is understandable but this time it was never delivered. I contacted them on that day (may 11 )and told them nothing was received and all that I got was they will open a case and look into it.

Of course I contacted ups but then I was told to contact the seller cuz they will not open the case for me since I’m the recipient.

2 weeks past and I still didn’t got any reply. I have to write to them on Instagram comment so they have to reply (but nothing solved. )

As I realized it was actually delivered by usps (may 26)I contacted my local post office ASAP and they told me it was delivered to a wrong address and next day—after more than 2 weeks —my order was finally delivered to me. How lucky was I!!!!

If one of your customer service worker have spent 5 min to make the phone call I won’t be worrying about my missing package ($180 worth of fabrics) for more than 2 weeks!!

Before I get my package I opened the case on PayPal since they kept ignoring my message. BECAUSE OF THEIR OWN FAULT they canceled my order which was submitted on May 23and didn’t send me any notification. By the time I sent the email the status on their site was pending fulfillment. And now I was told it was canceled.

Hahaha I’ve never seen anything like this before. I would give 0 star if that was an option. Horrible employees and...

Note: Had to update with photos of the beautiful fabric- El approved- that I received via my latest order! ☺️ Another wonderful haul! Thank you so much!!

Although it has been many years since I have been able to visit in person, I LOVE how wonderful their website is and how quickly they fill, ship, and take care of my orders as they fill it for free-- because-- let's face it-- who can spend less than $35 when you look at this amazing fabric and notions! The specials and the threads! I try to be the reasonable adult I am, making a 'wish list' of special and unique fabrics, sales, and eye catching designs-- and then force myself to consider if I really 'need' all of that-- and make a deal with myself that I have to get whatever project I have been working on complete BEFORE the start of another-- and that whatever I purchase has to have a purpose-- not just a fabric that I really liked-- to give myself a week... A week will pass, I will be back-- looking at the selections I have made in my basket-- I have no regrets 😆 I am NOT done with mu project, but HAVE managed to talk myself into adding MORE onto my 'wish' list. 🤣 I have two projects in my wish basket so I buy it. 😬 The fabric is even better in person, the prints are exactly as they are shown, they fill orders exactly and with much care and I am very satisfied. I would never go to anyone else for the batiks. The quality is simply unsurpassed. I like dealing with a Paducah store as this was my grandparents hometown, my mother's hometown, and I am fond of the place. ☺️ This really IS fabric heaven!! One day I am going to bring my daughter in law who I currently teaching to quilt, I think she will LOVE it!! 😏 She's only been to JoAnne's-- smh-- she'll be surprised! Lol! 😆 Everyone who loves fabric should LOVE this store!! It is...