Darn Good Yarn

Hi [redacted] Our last communication we received from you is pasted belowWe do not consider a minor difference in the width of these socks as "defective"These socks are handmade, as listed in the title, and there will be some variances in themUnless at item is defective we we will not issue a prepaid return labelThe label you were sent is more for your convenience and also for us to know exactly how to proceed when we receive the item back from you at our warehouseIf you would like to return them you may do using that label provided and we will refund you per our return policy which can be found at the following link: [redacted] y Last communication from you followed by our response:HiI will return both pairsHi [redacted] I will be more than happy to assist you! Thanks for sending over that information! Here’s what needs to happen so we can process this for you!RMA# Attached you will find a return label to print and place on your package to send back to usPlease be sure to fill in the RMA number on your return label as this is how we associate your original order with your returnOnce we receive and process your return, your account will be refunded!If you have any trouble with it just let us know.Thanks again for reaching out to usWe really appreciate having such great and communicative customersIt makes what we do just that much easierFrom our cooperatives in India and Nepal, to our small-business partners here in the US, we have a great group we get to work with and we appreciate you being a part of our people and planet friendly business! Best,Returns Guru Returns Guru Darn Good YarnA Creative Lifestyle CompanyRetreat from the everydaySchenectady, NY Office: Follow our 100,fans on Facebook :http://www.facebook.com/dgyarn22-N College StSchenectady, NY P.SIf you haven't checked out our Yarn of the Month and Bead of the Month Subscription boxes, what are you waiting for?! They're only $10/month and make an amazing Christmas gift!

The customer ordered one of our Sari Silk Wrap Skirts and a Cotton Wrap SkirtThe Cotton Wrap Skirt comes in a set color and pattern, which she receivedThe Sari Silk Wrap Skirt product description specifically states: "Please note these skirts come in assorted colors & lengths, so if there are specific colors and/or lengths you are hoping for, please leave us notes in the comments section at checkout!" We offered the customer an exchange or offered for her to return it for a refund, however since there was no error on our end we are not able to offer to pay for the return shippingThe customer did in fact return the skirt and we refunded her, per our return policy, for the purchase price of the skirt

This matter was resolved and we are super thankful to have *** as a customer and friend!

I have contacted this company numerous times in the last two months through emails on monthly shipments I did not orderThey have ignored my complaints and on each unwanted shipment and continued to ship monthly orders and billed my credit card company $I have contacted my credit card
company and theyhave put a block on any further charges from Darn Good Yarns as of 6/13/17. I have been invoiced $over the last two monthsI have received an email on 6/that they are again shipping another order!Please help to stop the unethical practices of this company.Thank you

Revdex.com:
Although unwearable socks are indeed defective, the business has refunded my payment in full Therefore, I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me.
Regards,
*** ***

I have back tracked in our systems and found all communication with this customerIncludedwith this letter you will find copies of all communication.This customer originally placed an order for a 3-pack of sari silk wrap skirtsThese skirts, asdescribed on our website, are made from recycled waste
silk remnantsThat being said,everyone once in awhile there will be skirts produced with snags, tears or holesIf any of theseissues arise that make the skirt unwearable, we always send replacements to our customerswithout having them send the originally 'damaged' skirt backWhen this happens, ourcustomers receive additional merchandise at no additional cost to themHowever, with therecycled nature of our products, there are some instances when we have the customer do an'exchange' if they are unhappy with said productThis may occur if there is a miniscule hole orsnag in the skirt (as this is bound to happen with recycled material)In this case we have thecustomer process an exchange at a $6.95/pieceThis cost covers our cost of reshipping a neworder as well as the picking and handling charge of choosing a new skirt based on a customer'spreferenceAside from the recycled nature of our skirts, each skirt is also one of a kindYou willnever be able to order skirts alike, which is a huge selling point, as each customer will own askirt that no one else in the world will have.Now that you have background on our skirts, I want to explain communication with thisparticular customer*** *** ordered our pack of sari silk wrap skirts on May 9, Atthe time of the order, these skirts were on back-order (which was stated in the productdescription of the product listing)Each customer was notified of the back-order before makingthe choice to purchase as well as weekly email updates on the status of their orderSince wewere back-ordered we decided to give every customer with a skirt back-order a free recycledsari silk tote bag with their order*** ***'s original order was shipped out on May anddelivered June *** *** contacted our company to inform us that of the skirts shereceived were 'damaged.' As per our exchange/return policy we ask each customer to provideus with photo evidence of said 'damages' so we can confirm and re-ship a new skirt*** provided us with these photos when askedof these skirts fit right into the category of a'damaged' item as the other did notWe try our hardest to keep every customer of ours happyso we decided to let *** *** keep all skirts from her first order and send her additionalskirts at no cost to herThese skirts were still on back-order (as stated) so her replacementskirts as well as the missing recycled sari silk tote bag was shipped on June 21.We received aninquiry back stating she was unhappy with her additional free replacement skirtsAfterreviewing her photos sent of the replacement skirts, they did not qualify as 'damaged.' A skirtwith a miniscule snag or 1-strings on the waist ties do not qualify as 'damaged' as again,these skirts are made from recyded waste material.All emails received from *** *** were responded to immediately as well as her voicemailthat was left on our answering systemWe have record of responding after every inquiry as wellas attempting to call and leave messagesAt this time we believe the best thing to do is offerthis customer a full refund of her orderShe now has sari silk wrap skirts at a promotional ratefor We are happy to issue a return label for all skirts and upon receiving tracking that theskirts have shipped, provide a full refund.We take pride in our products as the co-ops we work with in India & Nepal hand-make most allproducts from recycled material that would otherwise be thrown into landfillsThis aspect ofrecycled products has and always will be apart of our mission.We have reached out again to this customer regarding her order and initiating the refund.Please let me know if you need anything else from us.Thank you,Dam Good Yam

Response: Hi ***Though I can empathize with your frustration, I think there is a level of mi***derstanding here as wellThese skirts are made by women in India using manufacturer’s remnants, which you made clear you were aware of in one of your initial emails to us, and the minor flaws you indicated in your pictures are not something we consider as “damage”That being said, you did however receive one skirt that was too small and we will gladly remedy thatHere are the two options we can offer you: We will send you a prepaid label and you can send back ALL of the skirts you have received that are associated with this order, and we will send you new skirts and the bagOr we can send you a prepaid return label and you can send back all of the skirts associated with this order for a refund per our return policyPlease let me know via email ([email protected]) how you would like to proceed and we will take care of it immediatelyThank you.Second Complaint

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
[To assist us in bringing this matter to a close, we would like to know your view on the matter.]
The two last two replacements skirts they sent were the wrong size.  They were too small and did not measure the same size as the first "good" one they sent. That is why their customer service rep had me send pictures of the skirts that were too small next to a ruler.  This occured on June 30th and I have the email to prove our conversation.  The last issues with my skirts were dealt with by Janis, and I sent numerous pictures of the snags.    She said she would send me another skirt.  I contacted her the next day when I realized BOTH replacement skirts were smaller than the initial good one they sent, both in the wrap part as well as the fabric ties.  If there is an email address for you, I can forward you all the emails they sent me thanking me for giving them the information, even letting them know what label was on the smaller ones, so they could correct the situation and that they would remedy the situation. I asked if I should send the skirts back when I spoke to Janis by phone around the 30th of June and she said there was no need.    They also never sent me the original "Free silk bag" I was supposed to get from my original order due to the processing delay. I also have emails to prove this conversations, something the very first rep I talked to (who no longer works there according to them) as well as Janis promised would be sent.       Regards,
[redacted]

The customer ordered one of our Sari Silk Wrap Skirts and a Cotton Wrap Skirt. The Cotton Wrap Skirt comes in a set color and pattern, which she received. The Sari Silk Wrap Skirt product description specifically states: "Please note these skirts come in assorted colors & lengths, so if there...

are specific colors and/or lengths you are hoping for, please leave us notes in the comments section at checkout!" We offered the customer an exchange or offered for her to return it for a refund, however since there was no error on our end we are not able to offer to pay for the return shipping. The customer did in fact return the skirt and we refunded her, per our return policy, for the purchase price of the skirt.

Hi [redacted]Our last communication we received from you is pasted below. We do not consider a minor difference in the width of these socks as "defective". These socks are handmade, as listed in the title, and there will be some variances in them. Unless at item is defective we we will not issue a...

prepaid return label. The label you were sent is more for your convenience and also for us to know exactly how to proceed when we receive the item back from you at our warehouse. If you would like to return them you may do using that label provided and we will refund you per our return policy which can be found at the following link: [redacted]y Last communication from you followed by our response:Hi. I will return both pairs. Hi [redacted]I will be more than happy to assist you! Thanks for sending over that information! Here’s what needs to happen so we can process this for you!RMA# 101579 Attached you will find a return label to print and place on your package to send back to us. Please be sure to fill in the RMA number on your return label as this is how we associate your original order with your return. Once we receive and process your return, your account will be refunded!If you have any trouble with it just let us know.Thanks again for reaching out to us. We really appreciate having such great and communicative customers. It makes what we do just that much easier. From our cooperatives in India and Nepal, to our small-business partners here in the US, we have a great group we get to work with and we appreciate you being a part of our people and planet friendly business! Best,Returns Guru Returns Guru Darn Good YarnA Creative Lifestyle CompanyRetreat from the everydaySchenectady, NY Office: 518.831.1703 Follow our 100,000 fans on Facebook :http://www.facebook.com/dgyarn22-26 N College StSchenectady, NY 12305 P.S. If you haven't checked out our Yarn of the Month and Bead of the Month Subscription boxes, what are you waiting for?! They're only $10/month and make an amazing Christmas gift!