Keepsake Cross Stitch & Needle Work

Company states they refunded for the merchandiseThey do not refund shipping unless the yarn was damagedWhen the company got the yarn, the consumer just stated that it was poorThe company saw nothing wrong with the yarn

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.] I never stated as they say that I just said it was poor. The yarn was defective, not damaged. It fell apart as I worked with it after just working up a few crochet stitches, and having to remove a few stitches, the chenille easily fell apart. The yarn I sent back had not yet been used, accept part of one skein. It fell apart and this was apparent from the partially used and returned skein. I am deeply disappointed that a company I thought was reputable would dare argue this. I still expect them to rethink this. It was truly defective. I bought this yarn to make a gift for a Granddaughter. I would only return it if it was as I said defective. It was beautiful to look at until I worked with it and it came apart. I still expect a full refund of all shipping costs. I have photos on a cell phone. I just haven't figured how to get them to you. I don't have a smart phone. But can send them to you if you send me a phone number, via txt.
Regards,
Anita [redacted]

Company states they refunded for the merchandise. They do not refund shipping unless the yarn was damaged. When the company got the yarn, the consumer just stated that it was poor. The company saw nothing wrong with the yarn.

Review: Complaint taken over phone by Revdex.com Staff - lj

Consumer ordered paint by number product that was on sale for $15.00. Shipping and handling $7.45. Total price $22.45. Paid by personal check. Consumer did not like the product quality and that it was made in China. Felt the product was cheap. Consumer feels it was bait & switch. Consumer contacted the company for a refund and a return shipping label. Company refused. Would have to pay more to send back.Desired Settlement: Consumer would like to exchange for a better product. Does not want a product made in China. If not, requests a full refund of $22.45

Business

Response:

Ms [redacted],

We ordered an EVA Roenstand Music Bell Pull from Herrschners Fall 2014 catalogue on page 63. We also ordered the Brass Bell Pull. The one that was delivered did not match the picture and customer service said they never had the style shown in the catalogue.
We feel we were switched to a different style unfairly and have no recourse for getting the product as displayed in the catalogue.

I placed an order and paid the additional money for rush delivery. The website confirmed my order and they accepted my money. Shipping address is a UPS address only and does not accept mail. When I called to check status I was informed that they don't do rush delivery to Alaska and website should not have accepted order. They refused to refund my money even though it was their mistake until they receive product back which should be approximately two months. I told them the order was accepted by their company and they accepted my money. Their customer service response was oh well we are sorry but no refund. I will never order from them again IF I ever get my money back.

I bought a product from Herrschners and they asked me to write the first review which I did. At the end of my review it said it would be posted after being "reviewed and approved". I thought that rather odd so thought I would check back and see if my review (which was not a positive review for the product), was ever posted. It was not! So I contacted them and told them I did not think it was right that they only posted positive reviews of their products. I received and e-mail in return which said I would hear from someone in regard to this. I never did. Other companies post all reviews regardless of positive or negative. That is the whole idea of a review! My review stated that the product was harder than I had thought it would be. It also said that there were no numbers where there should have been and I had to guess what color to put there. I think that is important information for a potential customer to know if thinking about buying that product. I would have liked to know that before I bought it!!

Review: I ordered some Aunt Martha's ball point paint tubes and I sent them back once at my expense because they were damaged. Well they send them back to me and they look like they have been used and some of the tubes are leaking. So I am sending them back again. I have asked them to refund me my shipping cost to them and refund the me the whole price of the product. I can and will not recommend them to anyone. I now know why they are cheap they must be selling used products even though it says new. I have pictures of the damaged product.

Business

Response:

Ms [redacted],

Review: I ordered yarn and when it arrived, it was not as described...it was supposed to be soft, 4 ply...it was like fingering yard and hard as rope... When I returned it....I had to pay $12.65 postage....today when I checked my bank statement, I was reimbursed only for the yarn....not even their shipping to me, which amounted to over $11. I called them and I will be credited for my return shipping but not their original shipping to me!!!Desired Settlement: I don't think I should pay their shipping costs to me....it was false advertising as far as I am concerned....Will never order from there again.

Business

Response:

Ms [redacted],

I am sorry to hear of your dissatifaction with the yarn you purchased from us.

I have checked the description we provide to a actual skein of the yarn. The yarn is a 4 ply yarn as we state in

the description, I compared that same skein to a skein of a fingering weight yarn, the worsted 8 yarn is much thicker

than the fingering yarn, but the softness is a bit harder to gauge, each person will have their own definition of "softness".

Our description of "softness" is based on comparison to other 4 ply yarns, ours being softer than the others as well as being

softer than some other yarns in general.

As you stated the cost of the yarn and tax were originally refunded but no postage, upon calling a customer service representative

issued an additional refund for the cost of return postage $12.65. After comparing your comments, concerns, and request for a refund

of original postage to the actual yarn, I can not find false advertising.

Again, I am sorry you were dissatisified with your purchase and that you will not give us another chance to do better. However, should

you change your mind and decide to order, please mention code CS and this will provide you with free shippping.

Sincerely,

Customer Service Manager

Review: I ordered a product. It has been sitting in a post office far from my house and Herrcshners refuses to investigate.Desired Settlement: overnight delivery of order at the very least and credit as this was to be made for a gift.

Business

Response:

Ms [redacted],

Thank you for placing your order with us.

I am very sorry you have not received your package as expected. I have tracked your package and it

certainly appears your package has been lost. I had your package reshipped rush on 9-17 and it should

arrive on 9-19, I hope in time. I also issued a credit for $25.00 to your credit card and if the original package

should ever arrive, please do not return, you may use or donate at you discretion.

We encourage our customers to contact our customer service department for assistance when they have a

question or concern. I apologize for the lack of assistance provided when you contacted them, but appreciate

you making us aware of the situation, thus providing us the opportunity to make it right for you and prevent this from

happening to future customers.

Thank you again and I hope you enjoy your music boxes.

Sincerely,

Customer Service Manager

Review: Back in January I placed an online order. Because of what I was told was a "computer glitch" on the company's part, it took nearly 2 weeks to even process an order that I was told when I placed the order would arrive within 5 days. When I contacted the company, I was blown off by [redacted], and told that this was a glitch. I was not offered any compensation or coupon to make me feel like my business was worthwhile. Then, when the order DID ship, I noticed that one item had magically disappeared from my order. I contacted the company again, and [redacted] once more blew me off, first claiming to have no knowledge of me ever ordering the item, and then saying that the item was out of stock and would never be back in stock. I was never told this information UNTIL I contacted the company; they never bothered to inform my of this in advance.

Next up, one item in my order was on backorder. By the time the item was set to ship, the credit card I had used to place the order had expired. I contacted the company again to get this fixed, this time over the phone (previous contact had been mostly by email, except for the very first contact to determine why my order hadn't been processed, which was via telephone). I spoke to [redacted], who clearly had no idea what she was doing, but claimed to have "fixed it." Knowing that she probably hadn't, I emailed the company and once again had to deal with [redacted]. This time she was mildly more helpful, and cancelled my original backorder and placed a new order with my backordered item. I used a new credit card to avoid this problem in the future. I also told her that I had returned some things from the order with the expired credit card, and was assured that now she, [redacted], had "fixed the card" and the refund would be prompt once the items were received.

I received an email shortly afterward saying my returned items had been received. Over a week later, I still hadn't seen my refund, so I contacted the company again. I was told that the credit card hadn't been fixed, so the company had to issue my refund as a check. They apparently had no intentions of telling me this on their own; once again I had to contact THEM to find out where my money was. THEN, the worst thing of all happened: The check was sent to an address that I DO NOT LIVE AT and was in NO WAY associated with the original order. Yes, the address is listed as one of the addresses in my account (it is my parent's address), but it was not at all attached to my order. I was not informed that the check was being sent to that address, or even that the check was being sent at all. Had I not contacted the company and found out that way about the check, I would have told my parents to throw away the random envelope from Herrschners that went to their home.

Meanwhile, I received the new item (the one that had originally been backordered) and decided (hesitantly) to return it. Note that I had used a NEW credit card on this order, one that was not set to expire any time soon. At this point, it has once again been more than a week and I've yet to receive my refund. I contacted the company but haven't heard back yet. I believe that I am being personally treated like this, and I do not understand why this is so difficult.Desired Settlement: I want an apology from someone more important than [redacted], who actually seems to care about customer retention. I can't believe that from the very beginning I wasn't offered a discount and/or free shipping as compensation for the "computer glitch," and after all of this I think I really deserve a LARGE complimentary service (coupon AND shipping) if you have any desire to retain me as a customer. Maybe you don't, but since I don't think I've done anything wrong here, yet feel like your employees are treating me as though I have, I feel I deserve something in apology for this treatment. If your company disagrees, I will assume you do not want me as a customer, I will make sure to write some online reviews to inform people of your TERRIBLE practices, and I and my family will stop shopping with your company. You serve a specific niche, and I am SHOCKED that a company that serves crafters would not be more interested in keeping their customers happy. Why spend more money with you when I can spend less at a big chain that doesn't treat me like crap??

Business

Response:

Ms [redacted],

Review: Ordered a British Santa Ornament and Stand at the cost of 40.85. It was the beginning of November 2013, it was ordered through the mail with PNC Bank Check Number 3429 as the items were not available on the website of gimbelscollectibles.com. My order number was [redacted] and my cr was [redacted]. I received a notice that the items were no longer available and that no charge had been issued on 12 November 2013. My husband checked our banking account on line and there was a posting payment E-Check 3429 by Herschners Inc (Parent Company). ACHPayment in the amount of 40.85 cashed on 13 November 2013. I called the customer service and was told that a refund check would be issued and it would be 7-10 days to receive it. We waited until December, exact date unknown and called again. I was told that the check would be cancelled and another sent out. We waited and again called in January 2014 after not receiving the refund check and was told that the check will be cancelled and another one sent out. We waited until 8 February 2014 and still had not received the refund. We went to our Bank and spoke with the Branch Manager Janet, she called and they stated the check was at the supervisor's office for signature and would be mailed and to wait 7-10 days. We have waited patiently and still havew not received the refund check. Would appreciate your assistance in this matter.Desired Settlement: We just want our $40.85 returned for the merchandise we never received. We will never do business with this company again.

Business

Response: