Oh, okay. So, I’m the unreasonable one.

The last month or so, I’ve spent all of my free time crafting.  It started off as something to do and if I created items that I wasn’t totally ashamed of, then I’d start showing them at a holiday bazaar.  The good news is that the magnets and pendants turned out really well.

Of course, I devoted quality time to researching exactly how to make glass tile pendants, because what I did a few years ago with a glue gun, glass marbles, and magazine cut outs would not cut it at a holiday bazaar held in Portland, Ore.’s Pearl District.* 

So, I dove into finding the best products for me.  I compared the online reviews of Diamond Glaze, Sun and Moon Glaze, Crystal Lacquer, Mod Podge, Aleene’s Paper Glaze, uv epoxies, and some other jewelry glaze that I found at Michael’s.  I messaged people on Etsy about their experiences with the above products.  And, I ended up doing an at home test of Diamond Glaze, Sun and Moon Glaze, Mod Podge, and the mystery Michael’s product in a side by side comparison to see the difference in consistency, clarity, and discover any residual tackiness after drying.  I settled on the Sun and Moon Glaze by Sun and Moon Craft Kits.

In the past month I have placed three orders with Sun and Moon Craft Kits – totaling $215.43 with shipping and handling.  However, I will not be placing another one with that company.  The products are great, the people seem nice enough and they do try to correct errors when the happen.  But, when order corrections need corrections and e-mails aren’t responded to in a timely manner (see: within two business days^), I need to take my business elsewhere.

The mistake I made was in sending an e-mail to Sun and Moon Craft Kits.+  When I sent the e-mail, yes, I did want to vent my frustration by not receiving a timely response to – yet again – an issue with my order, but more importantly I was hoping that Sun and Moon Craft Kits would do or say something to make it all better, like offer to send me the correct item or give me free shipping or 10 percent off of my next order.  Really, anything to take the sting away from feeling like they were ignoring my e-mails, which may have been a little long winded but indicate actual order issues.

Well, for a company who had issues getting back to me, I didn’t need to wait long for their response.~  Or, the addendum.**  Or, the addendum to the addendum.^^  The multiple rapid fire e-mails, were just too much for me.  I wanted to write back, but my coworker talked me out of it because I’d probably just make the situation worse and make Gina even more upset.

Believe it or not, I did not intend to upset Gina or anyone else at Sun and Moon Craft Kits.  And, I do really like their products.  In fact, I hope that Sun and Moon is able to implement a customer service strategy that will include a primary contact whose goal is to respond to all customer inquiries within a specific period of time and have that timeframe clearly posted on the webpage.

If you’re reading this Gina and/or Karen – I wish you nothing but the best.  Yes, you both did try to fix the issue.  But, I obviously have unreasonable expectations, so I feel like I need to take my business elsewhere.

*If you’re not familiar with The Pearl, imagine the hoity-toitiest multipurpose district (we need fancy shopping (see: Anthropology, Diesel or any organic baby clothing store), expensive condos, equally expensive office space, a distinct lack of parking, and more small dogs wearing hooded jackets than you can shake a stick at.

^Yes, that means if I send an e-mail on a Friday morning and I haven’t heard back by Tuesday – I consider that unacceptable.

+Sent Tue, Dec 20, 2011 at 9:53 AM to Sun and Moon

To Whom It May Concern:

I am writing this e-mail to inform you that I extremely disappointed in your customer service and am currently looking into other suppliers for my craft needs.

My experience with your company has soured quickly.  I only discovered your company last month and placed my first order on November 16.  To say that a lot has gone wrong in a short period of time is an understatement.

My order from November 16 included a 30x40mm vintage cabochon setting.  While placing that order, the setting page contained a link which told me for “Glass Domes for These – Click Here” and was taken to the page for the 22x30mm Oval Clear Glass Dome Cabochons.  So, those were the oval cabochons I ordered.

Upon receiving my order, I noticed that the 22x30mm oval cabochons were much too small for the settings, so on November 27 I contacted Sun and Moon Crafts Kits via the webpage.  Karen was kind enough to respond, but it took a couple of days and multiple e-mails for her to understand that I had been misdirected by the website.

I accepted the half off shipping that I was offered and placed another order on November 30 for several items including the larger oval cabochons.  (PayPal Transaction ID [].)  The only requirement for the discounted shipping was that I had to order via e-mail, which I worked with both Karen and Gina to place.

December 9th rolled around and I hadn’t received my order or a shipment confirmation, so I contacted Sun and Moon via sunandmoon@sunandmooncraftkits.com.  I didn’t receive an answer.

I tried contacting Sun and Moon again on December 13th via the same e-mail address.  Karen responded within five minutes of my e-mail to clarify that I had not received my November 30 order.  I responded shortly thereafter and didn’t hear a response within five hours, so I decided to try again.

I sent another e-mail – this time to info@sunandmooncraftkits.com.  Twenty minutes later I received a tracking number and was told that of the two Sun and Moon team members I worked with, they each thought that the other had shipped my order.

On December 16 I received my order.  I quickly noticed that I had been sent a wrong item.  I wanted five 22x30mm Vintage Cabochon Settings (http://www.sunandmooncraftkits.com/pendant-trays/vintage-cabochon-setting-22x30-005.html), but was sent five of another 22x30mm Vintage Cabochon Settings.  I didn’t even realize that you had two 22x30mm Vintage Cabochon Settings, and no one contacted me to clarify which setting I wanted. So, again, I sent an e-mail to sunandmoon@sunandmooncraftkits.com.  Here it is December 20, and I still haven’t heard back.

I understand that Sun and Moon was hit hard by the holiday rush and I imagine that it’s a very small company, but none of that changes the fact that I have had issues since the very start.  The worst part is that I really do like your products.

In fact, I’ve been able to make beautiful items using the Sun and Moon Glaze that I’ve coupled with your glass cabochons and bezel settings that I’ve sold and given as gifts.  However, when people ask about how I made them and where I purchased supplies from, I tell them about Sun and Moon Craft Kits but then I also tell them about all of the issues that I’ve had.

In short, I really wish things had been different, because I would have loved to recommend your company to my friends, family, and customers.  But, as it is right now, I can do nothing else but tell people about my experiences and encourage them to look elsewhere for their supplies.

Sincerely,

[Me]

~ Tue, Dec 20, 2011 at 10:24 AM from Sun And Moon

Well [Me],

I am sorry you feel that way because we are the type of sellers who would go out of their way to bend over backwards to help their buyers and if you do not see that then I am truly sorry. Yes the holidays have been crazy and we had to have someone new help pack orders but we will always fix an issue.

We are a small family run business and yes mistakes do happen and we always fix any issues. Yes things can get confusing when doing phone orders that is why it is best to do it through the website or etsy.

If there is something we still need to fix we will just let us know but please do not give up on us because we would do anything for our buyers. But if this is it then Merry Christmas Happy holidays and a Happy New Year. XO, Gina

** Tue, Dec 20, 2011 at 10:26 AM from Sun And Moon

Hi Tara,

I don't know what to say except that we are truly, truly sorry for all the mishaps. It really is unlike us to get it wrong multiple times & I do understand your point. Whatever, we can do to make it right, please let us know. I'm not going to make excuses of how this holiday season was tremendous. Each & every person should be taken care of as they should.

Again, my sincere apologies, & if you would like a refund please let us know how we can make it right by you.

Thank you, Karen

^^ Tue, Dec 20, 2011 at 10:31 AM from Sun And Moon

You know reading further it is very upsetting to me to think we have tried to fix your issues and we are a small company and both Karen and I will fix any problems and to say that you like our products but you are not going to say nice things about us. Will you tell them we tried? You know I make mistakes and I worked on orders but truly whatever mistakes happen we will fix. So I am very hurt now. I try and treat everyone like they are a part of our family like on our Facebook page where we ask that buyers post links to their shops to get recognition so they can show the world what they have. We are here for the buyers and let me tell you I have busted my but and neglected my children at times to make sun and moon work. Yes we do make mistakes as you clearly state but truly can not understand how during the holiday season you can not forgive and understand. Yet you tell me that you will not give any good news of my shop. Very hurt here. Gina