Sartor Bohemia customer service?
I am currently working on an early doublet, late-14th/early-15th centuries and got a lovely fabric from Sartor Bohemia. I was initially a bit conservative when ordering fabric because of the price, import duty, and just being a PhD student. I planned to do some strategic piecing in some areas to make it work. While I could have finished the piece, I wouldn’t have had enough for the cloth buttons. After a bit of research, I found that ordering another meter to cut the sleeves and making the buttons out of the existing scraps would give me enough and be the more affordable option as opposed to purchasing all reproduction buttons.
After receiving the fabric, I immediately noticed a problem, the bronze and silver threads were inverted. The attached picture has the original fabric on the right and the variant sent in error on the left. I assumed this would all be fine, no big deal. I’ll just explain what happened and I was sure it would work out.
Unfortunately, it seems I was mistaken. After 2 weeks, 7 emails, and a few voicemails left, the only response I received was a voicemail saying to send an email and by that time, I had already sent 3. I have also tried the “ask” section of their website just to get some kind of response.
This is where we get to my question, for those that have worked with Sartor Bohemia and dealt with their customer service team, is this unusual? I have heard good things about them so I am trying to assume the best. I love their fabrics and want to use them in future projects but, if this is what I risk having to deal with if something goes wrong, I don’t think I would want to take that risk again. Has anyone else dealt with their customer service before? Good or bad experiences?