Monday, February 13, 2006

Some online retailers just don't get it....

On January 27th I placed an order with

3 hanks of Lorna's Laces - Lion & Lamb in Vera. (See below for my progress on Clapotis)
4 balls of Misti Alpaca - Lace in Natural Dark Brown
2 hanks of Lorna's Laces - Angel in Jay Pond.

On February 2nd, I received my shipment.

3 hanks of Lorna's Laces Lion & Lamb in Vera 2 different dyelots (I didn't notice this until a couple of days later: there's a significant color difference between the two lots) ($32.99 each)
4 Balls of Misti Alpaca Lace in Natural TAN ($6.20 each)
2 hanks of Lorna's Laces, Angel, in Jay Pond. (at $12.25 each, well,at least they got one thing right).

The shipping receipt that was in the package was blank up the middle as though their printer needed a new toner catridge so you can't clearly see the color in the lace requested, but when I checked my online receipt, it clearly states "Natural Dark Brown".

"Simple mistake" I figured, so I called the shop to find out what to do. The woman on the phone informed me that the online store has nothing to do with the retail store and that I would have to send an email to

OK, I can do that.
So, on Feb 3rd, I sent this:
Subj: Incorrect Order Received

I placed an order last week and just received it last night. The order was for 4 balls of Misti Alpaca in Dark Brown (#408) and I recieved Natural Tan (#605). I would like the dark brown that I originally ordered, but I see on your site that the Dk Brown is out of stock. I'm wondering if that's due to my order or someone else's. If it's out of stock because of someone else, I'll take the Green Meadow or a refund instead.

I don't have my order number with me, but there were 3 hanks of Lion & Lamb and 2 hanks of Angel in the shipment as well. I am very happy with both of those. My home address is 12345 Main St. etc.. I can be reached at the number listed below during the week and at nnn/nnn-nnnn via cell.

Please let me know how to procede in returning this Natural Tan to you and getting the Dk Brown that I ordered. I also see from your site that I am responsible for the shipping costs on returns, which would make sense if the mistake was mine or if I didn't like an item that I had ordered specifically. Since this shipment is an error on your part please advise about return shipping charges. Finally, I will be happy to include a copy of the original invoice I received with the yarn however, the middle of the page is not visible as it appears your printer needed a new toner cartridge. Please understand that the poor quality of the printed receipt copy is not due to an error on my part.

That was Friday, by the following Monday I still had no answer. So I reforwarded my email thinking it might have gotten lost.

Still no answer by Wednesday. To their credit, they've had contruction in the area and a couple of stints with no power... still. At this point I realized that I'd gotten two different dyelots of Lion and Lamb, so I sent this:

Subj: FW: Incorrect order recieved

Alright, so I went back and looked at ALL the yarn I recieved from you and it turns out that of the three Lorna's Laces hanks you sent to me, there are two different dyelots! Now come on, for $33.00 a hank you could at least have sent me the same dyelot. Shall I drop the odd numbered dyelot in with the Misti Alpaca that I'll be returning and get the dye lot # from the two that match in hopes that you'll send me the correct one?

I'm really disappointed and I can't believe that I still haven't heard from you. There's no contact number that I could find for the online store on your website and this is something that could be resolved quickly over the phone. When I called what turned out to be the retail store, the woman told me that I would have to send an email to this address. Not feeling real satisfied with your customer service these days (power outage or not)

Looking forward to hearing from you soon,

Then came Friday with still no word. So I called the retail store again and asked the woman who answered the phone what I had to do to get in touch with this "Kristine" who the website says is responsible for the online store. Is there a way I can reach her? I've sent 4 emails since last Friday and I haven't gotten any response. Is there a phone number I can call or can you get her on the phone for me?

"No, I'm sorry, but you can try emailing her directly at Why don't you give me your name and email address so I can tell her to look for your email?" So, I gave her my name and email address and I sent all of the above plus this to

Dear Kristine,
It has now been a week that I have patiently awaited a reply from your Returns address. Please review all *three* messages attached below and let me know how to proceed.

Monday, February 13th, 2006.
Still no reply and so off this went. Which I really didn't want to do, I just want the correct yarn but I'm not sending the yarn they've sent me back until I hear from them (I don't want to lose what I've already paid for, I don't trust that I would get a credit for it).

Last chance. Order #xxxx. Three hanks of Lorna's Laces Lion & Lamb in Vera: you shipped two different dyelots ( I would like a third hank of dyelot #4657). I ordered 4 balls of Misti Alpaca Lace in Natural Dark Brown: you shipped 4 in Natural Tan. I am not interested in paying to return ship an order to you that you messed up.

This is my 4th email, I have called twice, the first time I was told by the live person in the retail shop to use the Orderinquiry address. Most recently on Friday and the young woman in the retail store took my name and email address promising to ask you to look for my messages. I was also told that there is no way to reach you by phone.

10 days after my first attempt: nothing.

I have a knitting blog that's hit by 100 people daily and I'm a regular poster on the Knitter's Review Forums. I will post this correspondence and the lack of response from you, advising that my readers and the Knitter's Review readers not do business with you. Honestly, I don't want to do this and should you contact me and make amends, I will explain how you've chosen to do so but in this instance I feel I have been more than patient.


I hope she replys and recitfies the situation. I really just want the right yarn...

Here's my progress on Clap


Blogger Left Coast Knitter said...

Hi Jen,
Sorry about all of your pain in the butt yarn troubles, but your Clapotis looks great! I am knitting one too, but out of a lighter weight lorna's Laces yarn. You are two repeats ahead of me- I am going to have to knit faster!

4:55 PM  

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