Does anyone ever ordered online from Webs (www.yarn.com)? How is their customer service? i ordered about 10 days ago, paid for it and it says in their instructions that if you need to add shipping cost, they send an invoice. since i do need to add due to my not so close location i waited for the invoice to arrive and… nothing… Two days ago i wrote to them (using the order number i got) and nobody answered till now… Is this familiar to any of you? Shold i start worrying (paid almost 100$) :shrug: ?
I’ve ordered from them many times and found their customer service to be fine, both email and phone. They are having a big sale right now and I think they may get busy and backed up a bit during these sales.
:noway: :!!!: I placed an order last THURSDAY and it isn’t going to get here until tomorrow at the earliest (though their ETA is listed as Monday!) It only had to travel half as far… how the heck is that right?! :!!!: hmph!
(I am really not upset… it is just a bunch of freakin’ Encore which is one of my least favorite yarns to work with but still has great Gryffindor colors :shrug: )
I’ve had slow email response and slow shipping from them but it always arrived eventually. If you got a confirmation receipt/email I wouldn’t worry too much.
You’ll probably want to call them. They are backed up because of the sale, so it does take longer to get most orders right now, but they are very very responsive.
I just love webs! I visit every 4 months or so (I used to live right down the street from them, before I was a knitter!) Now I’m 500 miles away :wall:
Meg
Well, a weird thing just happened. I just got an e-mail from Webs saying my order will ship today (i keep reminding myself you are 8 hours behind me :)) and they stated the additional shipping they charged, giving no details (though i asked for particular things). I hope it’s because they’re so busy One day, when we’ll have enough money to visit U.S., i’ must go to their store and take a look at all this yarn… but for now, i’m here waiting for my mail :wall: . Hope it’ll be fast…
I had a terrible experience with Webs a couple of years ago. I ordered some yarn for two different projects and I didn’t receive the package for an entire month. To make matters worse, they sent half of the yarn for one project and half of the yarn for the other project and told me that the yarns were sold out and would not be restocked leaving me without enough yarn to complete either project :wall:
The thing that really annoyed me was that at the time I ordered the inventory showed plenty of yarn. One of the owners admitted that they normally let the internet sales orders pile up for 2 or 3 days before they fill them. During a sale you can place your order thinking that you have got your yarn but because they don’t send someone out for quite a while to actually take the yarn off the shelves, a customer in the store can come along and buy the yarn that you thought you were going to get.
I’ve had slow email response and shipping too, but eventually got my order. It was sent correctly, but very badly packaged. The yarn was placed in a tyvek envelope directly and sent. By the time it reached me, there were holes and tears in the envelope. Insects/Water damage all are real possibilities
Frankly, I value good customer service very highly. Stores don’t have to go out of their way, just be prompt and efficient.
I tend to do majority of my yarn shopping online and I’ve noticed that the smaller stores almost always are more prompt and apt to get your order right. Their one drawback is lack of choice. But the number of online yarn stores is mind boggling. Look around and you’re bound to find what you need from someone who values your business more :shrug:
For a while I thought my experience might have been an isolated incident but this topic came up on Knitters Review one time and there were quite a few complaints from other people also.
It seems that you are more likely to experience problems with your order if you order during one of the sales. One of the owners did respond to the thread and admitted that they don’t fill the internet orders right away and that they only update the inventory numbers once a day, not as the yarn is actually sold. Apparently they don’t have enough staff to cope with the volume of business that results from the sales.
Have to agree that I have gotten better service from smaller companies and since there are plently to choose from I prefer to give my business to them.
i waited for the invoice to arrive and… nothing… Two days ago i wrote to them (using the order number i got) and nobody answered till now… Is this familiar to any of you? Shold i start worrying (paid almost 100$) :shrug: ?