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Subject Author Date
Shoddy customer service... Anastasia Luettecke 02-28-2008
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Posted by Anastasia Luettecke on February 28, 2008, 3:14 pm

I ordered 15 skeins of yarn online back in early February from Knitting
Warehouse.com. It took awhile for me to receive them, but that's not a big
deal in my book. I'll wait for a good deal. I ordered by placing a number
next to the proper name and picture of the brand and color I wanted. Once I
clicked to verify and submit the order, I noticed that the color name was
different. No biggie, I thought. They probably call it something different
in their warehouse. So I waited to get my "natural" colored yarn, pretty
sure that I would be getting the "aran" color anyway. Wrong.

On Feb. 20, I received a nice big box full of the "natural MIX" colorway,
decidedly darker than what I had wanted. The company doesn't allow returns
without a special RMA #, So I tried to call the customer service number (a
long-distance number, btw). Got shuttled around via computerized machines
and ended up getting disconnected. Then I tried to email them using the
email address on the invoice* I received. No answer.

I repeated those last two steps every two days until the 26th, with no
contact from the company at all. Finally, I decided to tell them that I
would be filing a complaint with the Better Business Bureau if I didn't get
any sort of reply. Today I received an email which is a reply to the FIRST
email I sent....eight days ago. Here's what they said:

I cannot switch out one color for a different one. I have to use the RMA #
to send back the entire shipment AT MY OWN EXPENSE, and then they'll refund
my credit card. Then, if I want to, I can place another order for the
correct color. At no time did they address the fact that their website
might have an error that would cause anyone ordering the "aran" colorway to
accidentally purchase the "natural mix" colorway. Nope. Their
mistake....my time, energy, and money.

So much for saving money. I'd suggest not ordering from them. I'll be
spending my money elsewhere, where I know I'll receive good service.

On that note, anyone know where I can get 15 or so balls of Paton's Classic
Wool in that aran colorway with dye lots as close together as possible?

Anastasia

--still a bit miffed at the frustration this has caused.



*We won't go into the fact that the email confirmation I received after
placing the order had a different invoice number listed than the paper
invoice that came with the yarn.


Posted by Parrotfish on February 28, 2008, 3:48 pm

"Anastasia Luettecke" wrote ...
>
> I ordered 15 skeins of yarn online back in early February from Knitting
> Warehouse.com. It took awhile for me to receive them, but that's not a big
> deal in my book.
<snipped, but read>
I checked the website............................
quote 'knittingwarehouse.com expired on 01/28/2008 and is pending renewal or
deletion'.
What a disappointment for you :o(

--
Regards..............P-f



Posted by Stella Fenley on February 28, 2008, 4:38 pm
you could call your credit card compan dispute the charges and let them know
it was the error in the yarn companies site.and they will let you know how
to handle the situation.
Good luck.

>
> I ordered 15 skeins of yarn online back in early February from Knitting
> Warehouse.com. It took awhile for me to receive them, but that's not a big
> deal in my book. I'll wait for a good deal. I ordered by placing a number
> next to the proper name and picture of the brand and color I wanted. Once
> I clicked to verify and submit the order, I noticed that the color name
> was different. No biggie, I thought. They probably call it something
> different in their warehouse. So I waited to get my "natural" colored
> yarn, pretty sure that I would be getting the "aran" color anyway. Wrong.
>
> On Feb. 20, I received a nice big box full of the "natural MIX" colorway,
> decidedly darker than what I had wanted. The company doesn't allow
> returns without a special RMA #, So I tried to call the customer service
> number (a long-distance number, btw). Got shuttled around via
> computerized machines and ended up getting disconnected. Then I tried to
> email them using the email address on the invoice* I received. No answer.
>
> I repeated those last two steps every two days until the 26th, with no
> contact from the company at all. Finally, I decided to tell them that I
> would be filing a complaint with the Better Business Bureau if I didn't
> get any sort of reply. Today I received an email which is a reply to the
> FIRST email I sent....eight days ago. Here's what they said:
>
> I cannot switch out one color for a different one. I have to use the RMA
> # to send back the entire shipment AT MY OWN EXPENSE, and then they'll
> refund my credit card. Then, if I want to, I can place another order for
> the correct color. At no time did they address the fact that their
> website might have an error that would cause anyone ordering the "aran"
> colorway to accidentally purchase the "natural mix" colorway. Nope.
> Their mistake....my time, energy, and money.
>
> So much for saving money. I'd suggest not ordering from them. I'll be
> spending my money elsewhere, where I know I'll receive good service.
>
> On that note, anyone know where I can get 15 or so balls of Paton's
> Classic Wool in that aran colorway with dye lots as close together as
> possible?
>
> Anastasia
>
> --still a bit miffed at the frustration this has caused.
>
>
>
> *We won't go into the fact that the email confirmation I received after
> placing the order had a different invoice number listed than the paper
> invoice that came with the yarn.
>



Posted by on February 28, 2008, 4:46 pm
> you could call your credit card compan dispute the charges and let them kn=
ow
> it was the error in the yarn companies site.and they will let you know how=

> to handle the situation.
> Good luck.
>
>
>
>
>
>
>
> > I ordered 15 skeins of yarn online back in early February from Knitting
> > Warehouse.com. It took awhile for me to receive them, but that's not a b=
ig
> > deal in my book. I'll wait for a good deal. =A0I ordered by placing a nu=
mber
> > next to the proper name and picture of the brand and color I wanted. Onc=
e
> > I clicked to verify and submit the order, I noticed that the color name
> > was different. No biggie, I thought. They probably call it something
> > different in their warehouse. So I waited to get my "natural" colored
> > yarn, pretty sure that I would be getting the "aran" color anyway. =A0Wr=
ong.
>
> > On Feb. 20, I received a nice big box full of the "natural MIX" colorway=
,
> > decidedly darker than what I had wanted. =A0The company doesn't allow
> > returns without a special RMA #, So I tried to call the customer service=

> > number (a long-distance number, btw). =A0Got shuttled around via
> > computerized machines and ended up getting disconnected. =A0Then I tried=
to
> > email them using the email address on the invoice* I received. No answer=
.
>
> > I repeated those last two steps every two days until the 26th, with no
> > contact from the company at all. =A0Finally, I decided to tell them that=
I
> > would be filing a complaint with the Better Business Bureau if I didn't
> > get any sort of reply. Today I received an email which is a reply to the=

> > FIRST email I sent....eight days ago. Here's what they said:
>
> > I cannot switch out one color for a different one. =A0I have to use the =
RMA
> > # to send back the entire shipment AT MY OWN EXPENSE, and then they'll
> > refund my credit card. Then, if I want to, I can place another order for=

> > the correct color. =A0At no time did they address the fact that their
> > website might have an error that would cause anyone ordering the "aran"
> > colorway to accidentally purchase the "natural mix" colorway. =A0Nope.
> > Their mistake....my time, energy, and money.
>
> > So much for saving money. I'd suggest not ordering from them. =A0I'll be=

> > spending my money elsewhere, where I know I'll receive good service.
>
> > On that note, anyone know where I can get 15 or so balls of Paton's
> > Classic Wool in that aran colorway with dye lots as close together as
> > possible?
>
> > Anastasia
>
> > --still a bit miffed at the frustration this has caused.
>
> > *We won't go into the fact that the email confirmation I received after
> > placing the order had a different invoice number listed than the paper
> > invoice that came with the yarn.- Hide quoted text -
>
> - Show quoted text


Good Idea Stella !!!
mirjam

Posted by Bernadette on February 28, 2008, 5:14 pm
On Thu, 28 Feb 2008 14:14:31 -0600, Anastasia Luettecke wrote:

>
> I ordered 15 skeins of yarn online back in early February from Knitting
> Warehouse.com. It took awhile for me to receive them, but that's not a big
> deal in my book. I'll wait for a good deal. I ordered by placing a number
> next to the proper name and picture of the brand and color I wanted. Once
> I clicked to verify and submit the order, I noticed that the color name
> was different. No biggie, I thought. They probably call it something
> different in their warehouse. So I waited to get my "natural" colored
> yarn, pretty sure that I would be getting the "aran" color anyway. Wrong.
>
> On Feb. 20, I received a nice big box full of the "natural MIX" colorway,
> decidedly darker than what I had wanted. The company doesn't allow
> returns without a special RMA #, So I tried to call the customer service
> number (a long-distance number, btw). Got shuttled around via
> computerized machines and ended up getting disconnected. Then I tried to
> email them using the email address on the invoice* I received. No answer.
>
> I repeated those last two steps every two days until the 26th, with no
> contact from the company at all. Finally, I decided to tell them that I
> would be filing a complaint with the Better Business Bureau if I didn't
> get any sort of reply. Today I received an email which is a reply to the
> FIRST email I sent....eight days ago. Here's what they said:
>
> I cannot switch out one color for a different one. I have to use the RMA
> # to send back the entire shipment AT MY OWN EXPENSE, and then they'll
> refund my credit card. Then, if I want to, I can place another order for
> the correct color. At no time did they address the fact that their
> website might have an error that would cause anyone ordering the "aran"
> colorway to accidentally purchase the "natural mix" colorway. Nope.
> Their mistake....my time, energy, and money.
>
> So much for saving money. I'd suggest not ordering from them. I'll be
> spending my money elsewhere, where I know I'll receive good service.
>
> On that note, anyone know where I can get 15 or so balls of Paton's
> Classic Wool in that aran colorway with dye lots as close together as
> possible?
>
> Anastasia
>
> --still a bit miffed at the frustration this has caused.
>
>
>
> *We won't go into the fact that the email confirmation I received after
> placing the order had a different invoice number listed than the paper
> invoice that came with the yarn.

That is annoying Anastasia. Possibly your best bet would be to go direct
to Patons to order. Take a look at:
http://www.patonsyarns.com/product.php?LGC=classicmerinowool

They will also provide an address for your nearest store if you don't
wish to order on line. Better luck next time.

--
Blessed are the cracked for they let in the light

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