Fabulous Yarn

I am an occasional online customer This firm's selection, prices, service, and communication are all outstanding They carry a wide variety of high-end yarns in most or all available colorways, and their quality photos are backed up by well-written and thoughtful descriptions of the colors -- this is really helpful and is something that I just haven't seen from other retailers They also offer quality hooks, needles, and other products Generous discounts, careful packaging, fast shipping, and responsiveness to questions are more reasons why I'm glad to buy from and recommend them

Review: This situation has been on-going for 2 1/2 months. I have made numerous attempts to resolve this with the vendor. I have sent 30 e-mails and only received 6 in reply. I have called countless times, but nobody has EVER answered the phone, it just goes to voicemail - and often the voicemail box is full. They claim the best way to reach them is via chat, however those hours don't work with my schedule so in order to talk with them that way I often have to rearrange my entire schedule, canceling doctor appointments and the like just to make it work. Then there have been times when I tried to chat and I am passed from one rep to another and none of them say a word or reply to me via chat at all. Another time their representative just closed out the chat session on me (equivalent of hanging up the phone on me), then when I opened a new chat she instantly closed it out again, then she turned off the chat feature completely. The customer service has largely been unresponsive, and often times been rude. Throughout most of this I did my best to stay very polite and friendly, but the past couple of weeks my frustration and anger has clearly come across in my e-mails, I admit. I placed an order on 10/** and very clearly stated in the order comments (exactly where the owner told me to) my request that if one particular item being ordered (yarn) would be difficult to obtain, then I would like to cancel the entire order (other items were knitting needles and cords). Based on this I assumed the shop would be holding the shipment of all items until everything was in stock - but to my surprise they shipped out some of the needles without the yarn. There was no communication as to the rest of the order. I was concerned, as if there was trouble obtaining the other items, I had no way to ship back what they already mailed to me unless they scheduled a pick up (I have a disability) though I tried not to worry as I had made a very clear statement on my original order regarding the cancellation request so figured they would accommodate if need be as the early shipping was their error. A few days later I had to contact them to ask about the remaining items - they said it would just be a few days. A long time went by and still no yarn. Every few weeks it was pulling teeth to get any sort of info and required rearranging my entire schedule to get online during their hours to chat with them since they would not reply to any e-mail. The maker of the yarn was causing the delay but the shop would not send any e-mail to communicate updates to me. They asked me several times to cancel just the yarn portion of the order. I told them I could not do that but offered them the alternatives of either a full order cancellation (which would require them arranging to have the needles shipped back to them at their expense) or a second option of refunding me the cost it would be for me to purchase the yarn at another retailer and still receive it in time for my needs. They did not choose either option. Instead they chose to wait for the yarn they ordered from their supplier. If yarn was not received and shipping by mid-Decembe I was going to be forced to cancel the entire order and the shop was going to have to pay the expense of shipping the needles back to themselves. In the end, they received the yarn from their supplier on 12/** which still would have given me JUST enough time to knit the item for a Christmas gift if they had shipped it the day they received it. They told me it was shipping out the next day, but it did not. I had to follow up with them almost every single day - most of those messages received no reply at all. They did not ship it out until 12/** (a Thurs) and sent it out with a required signature confirmation, even though I had told them of my disability several times, so there was no way I could physically get to the door to sign for the package that Friday 12/**. And since they did not request Saturday delivery be included, the package was delayed again until Monday 12/**. There was still nobody to sign, but UPS left the package. However it was late in the day and I did not have an aid coming again until after the holiday - Thu 12/**. I sent the shop SEVERAL messages on Fri 12/** when I realized UPS could not leave the package and asked them to urgently contact UPS, remove the signature requirement and have the package delivered on Sat 12/** but the shop never replied and did not adjust the delivery. They are not replying to any of my messages. At this point the yarn has arrived FAR to late for me to have any use for it and I requested that the shop arrange a UPS call tag to pick up a package with all items (which are unused/unopened) to arrange a full 100% refund due to their errors and the lateness of this (they could have and should have shipped the yarn on 12/** to complete the order so that it was still usable but they did not because they told me they prioritized other Christmas orders rather than my order (which was placed on 10/** to make something for Christmas). The shop is not responding to any of my messages - as far as they are concerned, all items were received therefore the order is done. Their website states that users can pay to ship items back then suffer large re-stocking fees and that custom yarns can't be returned. As this delay and resulting un-usability of the items is 100% due to the shop's errors and poor customer service I believe they should be taking responsibility for return shipping and a 100% refund, especially since I very clearly communicated this with them throughout the entire 2 1/2 months. I also gave them other options throughout this entire time, including having them just pay for the return shipping on the needles (which they never should have sent in the first place without all items in hand) and refund them early on which would have avoided the rest of this. They chose another route which has caused disaster. I have never in my life encountered such awful customer service (or lack thereof).Desired Settlement: Shop to arrange (with prior notice so I can arrange package with the help of an aid) a UPS call-tag or a pre-paid shipping label so that package with entire order (all are unused/unopened items) can be picked up at my residence with a 100% refund to my credit card.

Review: I placed an order via the webpage. I was supposed to receive the item and the customer service said it was delivered. However, I never received this order and after talking with them 1 time, they have not answered any of my requests to look further into the matter or refund my money.Desired Settlement: I would like a complete refund as the merchandise I ordered has never been received.