ComplaintsforWebs America's Yarn Store

• Initial Complaint

  04/01/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Resolved

  More info

  I placed an order on 3/20/22. The shipping policy stated it ships in 3 -4 days. On the 5th day of no shipping i contacted customer service for shipping update. I was only then told that the item I ordered was not available anymore and I can choose another color. I was not told the other color is twice the price, so they charged my card again! When I received the item and told them I can return it because I didn't know they charge my card again. I was told sorry for their miscommunication and I still have to pay AGAIN for shipping back an item they didn't tell me the price for and just charged my card.

  Business response

  04/12/2022

  Business Response /* (1000, 5, 2022/04/05) */ Our sincere apologies for the miscommunication. Estimated processing times are an estimation, and orders that have issues can take another day or two to process to make sure we are not able to resolve the issue before contacting the customer. The item that was originally purchased and sold out, was a closeout/discontinued item at a discounted price. The item selected as substitution was not, and we apologize that this was not made clear. We have processed a refund for the yarn in question, and the customer may keep the yarn. Again, our sincere apologies for the issue with this order. Consumer Response /* (2000, 8, 2022/04/12) */ (The consumer indicated he/she ACCEPTED the response from the business.) Thank you for resolving this issue and concern. I will shop with confidence that I am a valued customer.

• Initial Complaint

  11/03/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I placed online order on 10/24/2021 for the total cost of $34.17 ($26 for the item and the rest is for tax and shipping). Order number: **********. I received my order last week. The business sells the item as 100% merino (wool) yarn, but the yarn is 100% synthetic or may have low wool content. Fell free to skip the details but the yarn I bought does not smell like wool when burned, the skeins do not smell like wool when intact (wool yarn does), they emit a stong horrible chemical odor, this yarn gets stuck to my skin (wool yarn does not), and it has very clean bright color typical for synthetic (acrylic etc.) yarns. I sent email to the business on 10/31/2021 and requested a full refund including shipping, and offered to ship the item back if they pay for the shipping. They did not reply. I called the business today, they were trying to convince me the yarn is 100% wool by saying nonsense (vinegar caused the synthetic smell as they said), they asked if I can ship the item back, but they refused to compensate me for the shipping, and they did not apologize. I am requesting a full refund of $34.17 and can send the yarn back to the seller if they pay for shipping.

  Business response

  11/15/2021

  Business Response /* (1000, 5, 2021/11/04) */ We have sold this yarn for more than 5 years with no complaints. We did a burn test to determine the yarn content. https://fiber-images.com/Free_Things/Reference_Charts/reference_charts_fiber_content_guide.html The yarn self extinguished with an orange flame and turned to powder when it was crushed. Burns & Self-Extinguishing Burns Briefly & Chars - Orange Flame - No Smoke Burning Hair or Feathers Dark, Irregular Ash, Turns to Powder When Crushed Wool, Cashmere, Mohair, Alpaca, etc. Acrylic would continue to burn and would have formed a bead at the end of the burn and would have had to be put out. Burns & Non Self-Extinguishing Burns & Melts, White-Orange Tip, No Smoke Burning Meat Hard, Black, Irregular Bead Acrylic (Acrylonitrile) Burns & Non Self-Extinguishing Burns & Melts Tumeric Soft, Black, Irregular Bead Acrylic The yarn did not melt and did not bead. We agreed to take the yarn back, but not pay for the return shipping as the customer was asking to change her mind. We fulfilled the order correctly with the right yarn. Our return policy is as follows Your complete satisfaction is very important to us. New, unopened items including closeout yarn may be returned within 60 days of purchase except for books, magazines, DVDs or patterns which are not returnable. All other sale items are not returnable. Discount adjustments will be made on the refund if the part of the order not returned falls below the discount level. Returns made in our retail store in Northampton, MA can only receive store credit. For a refund, returns need to be shipped to our warehouse in Easthampton, MA. Refunds are processed back to original form of payment. No authorization is necessary. Simply return the order with a copy of the invoice to: WEBS ******************************************* If you received an item sent in error or defective, please contact us at ************** or ************************. All of our Knitter's Pride products are backed by our 100% no-questions-asked replacement policy. If you have an issue with a Knitter's Pride product you've purchased from WEBS, contact Customer Service to get a replacement. We did not have a chance to respond to the customer's email before she called. She emailed on a Sunday. We don't have customer service hours on the weekend so her email would have been responded to after all of the Saturday emails had been completed. In this case we were happy to take the yarn back if the customer wasn't happy with it, but the shipping would have been her responsibility because we fulfilled the order correctly. Consumer Response /* (3000, 7, 2021/11/05) */ (The consumer indicated he/she DID NOT accept the response from the business.) Their description of the yarn burn is different from my test. The yarn they sent to me, did not form any flame at all, it melted and formed bead. What is similar in their description and my description is the absence of burned hair smell. Their description does not say that this yarn had burned hair smell when burned. My yarn had no such smell. Burned wool yarn must smell like burned hair. They are misrepresenting their response to my request which is a polite form to call them liars. I sent email to them on Sunday evening and asked them to reply to me by the end of the day on Tuesday, I gave them two work days to respond. They did not respond by their Tuesday afternoon (EST), and I called them around 1-2pm their time on Tuesday, and repeated by complaint and told them that I am going to wait to hear from them till the end of the day on Tuesday. They did not reply. I did not say the yarn is acrylic, I said that the yarn is synthetic. Selling this yarn for 5 years with no complaints does not stand as the evidence of the wool yarn. Supplier could replace the wool yarn with synthetic yarn during these 5 yeras, or it could be a single erroneous batch of yarn. Not everybody can tell wool yarn from synthetic yarn. I am not young, and I grew up in Russia and I know how wool yarn looks and feels. I am now looking at the ordering lab test of the fiber content of the yarn, and I may do this. If the test result shows that the yarn is not wool, I will take my complaint to the next step.

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