I order one of their grab bag things for sale. 32 oz of dk and worsted weight yarns. They pick the stuff. It sounded like such a good deal. I placed my order, and as soon as I clicked the order button, I realized that I remember to change my billing address to my new address, but not the shipping address! I immediately sent them an email explaining the situation. When I didn’t hear back, I waited for the order confirmation. When it came I replied to it again explaining my situation. When I didn’t hear again, I tried one more time. This time I received a response saying that he would try and catch the order before it was processed.
Well today I received an email from him saying it’s too late. That I should have checked the address before I ordered and that it will ship to my old address (that has new tenants!). Well I am just steaming mad. Not only did I contact them seconds after I placed the order, but it took them four days to process the order. They’re telling me that in four days no could have helped me change the shipping address to match the billing address???
Okay, venting done. I feel better. I won’t be ordering from them again. I hope I get my yarn. :crying:
i had the same irritating experience with Motorola but i called them and was told after i held waiting for someone for 30 minutes that i had just missed it and they had already processed my order and it was ready for shipping. Mind you it was the Friday night before New Year’s and you KNOW there was nobody who was pulling and packing orders that night…yeah i was irritated.
I do have a question for you though. This is something that has plagued me at my p/t job since i started working there. we are strictly an internet based retailer. no stores but plenty of customer service type people who will be happy to take a call. we also respond to e-mails and i have always been curious about why people e-mail instead of calling in a situation like this. I promise i am not trying to be confrontational…it is a question I ask all the time at work (especially of the people who are trying to cancel orders and whose e-mails sound rather panicky about it too!) and i really am just curious. I know some of them say they tried to call but couldn’t get through, which is generally bunk there considering how many people we have sitting around obviously doing nothing (KIDS! hmph! )
so anyway there is the question i am throwing out into the wind as my great social question of the day…why not call?
Did you try calling them? It’s obviously too late now of course, but calling seems to work faster than emails most times. I hope where you used to live is not too far and the people are nice.
I wonder if you could call or go to the PO and have them hold it for you?
I think you all pose very good questions. My husband and I use only cell phones. We pay for the minutes we use during the day, so unless I absolutely have to, I don’t use my phone. This is why I specifically use internet web sites where the ordering information is available and customer service is available online.
The other thing I wanted to mention was that I actually sent them an email from their website, explaining the situation, before I ever received my order confirmation. For them to say, because they finally got back to me two days later, that it was entirely my fault that the order had already been processed is rediculous. I mean, it took them four days. Two days after the customer service rep responded to me that he would try to help me. Anyway, I guess I am really upset at the way they treated me afterwards. They made no attempt to try and make me happy. To say to me in an email that I need to be more careful when I order from them? I have worked a lot of customer service. I am not the kind of customer that ever asks for anything in place of good service, the way some people will ask for a meal when the waitress is bad. But they didn’t even apologize!
As far as I know, the post office won’t forward parcels. At least that is what they have told me. Don’t get me started on the post office. They messed up my forward and I didn’t get any mail for a month! But I love my new house, so all the hassles are worth it!
Thanks for listening to my rant anyway. You know I wouldn’t be this upset if it wasn’t YARN!!! :roflhard:
Ah, but you have one very excellent piece of recourse.
You can let them know that because of their lousy service, you were sure to post your experience on a knitting website that generates lots of retail traffic and is full of knitters with disposable income.
Their philosophy of blaming the customer and refusing to make things right did not simply result in losing your business for life. They have now gotten bad press on a VERY popular website. Too bad for them! (I sure as hell won’t give them my business - we knitters have to stick together!)
Seriously, send them an e-mail. Good luck. I’m all for guerilla warfare when it comes to lousy customer service. But hey, I may have some mild anger issues I’m working out anyway, so take me with a grain of salt.
I had an issue with them as well. I’ve ordered from them 2 or 3 times not sure. Well, this last order I had ordered 2 sets of Boye dpns. Sizes 1, and 2. I placed my order on Jan. 30, and recieved it on Feb 8 Ok…fine…well…I open the package and I got my size 1’s but instead of the size 2 dpns…a crochet hook. What the!!! Ok…a mistake fine…things happen.
So I package it up and fill in the return section on the back of the invoice and also put a post it explaining the mistake. Also I used a free s/h coupon with the order and explained to them I wanted to be credited for having to send the crochet hook back to them. I sent the crochet hook out the next day - Feb. 8.
Todays what…Feb. 20?? Haven’t heard, or recieved nothing, zip, ziltch, nada…I’m like ok, I’m emailing them. I email them today and about 30mins. later I get an email saying: sorry for the inconvienence…that my needles will be sent out right away…and that I should expect them in 8-10 business days. UGHHHHHHHHHH!!! :mad:
I had ordered a million dpns practically from elann.com. They are GREAT!!! I got my order in 3 days!!!
I had by mistake recieved 2 sets of size 4 dpns…that WASN’T elann’s fault. I had ordered sizes: 1, 2, 3, 4, 5, 6, 7, 8 and more…neway…the duplicate size 4 was in the size 6 packaging. I didn’t notice til a couple wks. later. I emailed them and they were like sooooo apologetic and told me that they recieved them like that from the manufacturer and to send the size 4’s back. They said they credited my account for me shipping the size 4’s back to them…and, that they’d send them to me as soon as they got them in. They said they’d email me when they shipped them out. Well, just like they said…I got an email and BOOM…2 days later I recieved them! :happydance: Again with an email apologizing and asking if I needed anything else to email them, etc. THEY ARE AWESOME!! :cheering: Excellent customer service!!!
I also have had nothing but trouble with Herrschners, but the straw that broke my back was when over $200 of merchandise was returned to them in error by the post office and they never gave me credit or would resend the merchandise. So I am out over $200. I called their customer service department numerous times with no satisfaction. So, as far as I am concerned Herrschners stole my money and I will never purchase anything from them again!!! Buyer beware!!!
I realize all of these postings are 5 and 6 years old, but I just have to comment about Herrschner’s. I’ve ordered several times in 2010 and just placed a yarn order with them last week. I’ve never had any troubles with them and have returned things as well and my cc was promptly credited. Perhaps, they did hear the complaints about their lousy customer service in the past and have changed things. WEBS is by far the best when it comes to customer service and Knit Picks is right up there too! I think everyone deserves a second chance.
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