I had a bad experience with KP customer service, too. I had ordered yarn online, but had entered the wrong 3-digit number from the back of the card, which I didn’t realize at the time (there were 2 three-digit numbers - why is that?). So…three days later my order has not been shipped and I see that it has been cancelled. So I call customer service, and tell them the correct 3-digit number.
Another three days pass, and I see that my order has not gone through. I call back, and they tell me my card has been declined. I ask do they have the right number? And she says the right number is in the system, and I should call the credit card company.
So I call the credit card company (Discover, which has wonderful customer service), and they say there’s nothing wrong with my card. So I call back, and they lady (it’s been the same lady each time) tells me that she’ll try to run it through again, but it probably won’t work. She has been somewhat short with me the entire time.
So two days later I call back and they say it was declined again. I call Discover, and the customer service rep there gives a number Knitpicks can call directly to see that my card is valid.
So…after almost two weeks of wrangling, finally someone who knew what was going on calls me and says that their system doesn’t accept manual changes to the three-digit code field, which is why it kept getting denied. So I finally got my order, yet not a word of apology or “sorry it took two weeks of you calling to finally get your order”. Whatever.
So…I will never call in an order to Knitpicks, and I’ll always check that 3-digit code to make sure it’s right!!
(Sorry for the rant, I’ve been holding onto this for a while - I was pregnant at the time and I didn’t get the yarn I needed to finish my baby’s project in time for his birth.)