ComplaintsforPremier Yarns
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Complaint Details
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Initial Complaint
09/16/2024
- Complaint Type:
- Product Issues
- Status:
- Resolved
I purchased over $$350 in yarn and the dye lot# were all the same but my product shows a big difference. Another of my yarns has a flaw with an extra color by itself through it. The company doesnt see anything wrong my concerns. They told me send it back for a refund BUT IT MUST BE ITS ORIGINAL PACKAGING? I knitted with the yarnI cant get to back in rolls.Business response
09/17/2024
When customer contacted us about the colors being different, our customer service team asked some clarifying questions as they do for all customers. Our policy is that we accept returns if product is in original condition. After the customer informed us that she had already used the yarn, our team issued the refund for the defective products without requiring the customer to return them. They advised that in the future, if she is unhappy with the yarn, she should return it to us. Our support team has tried to resolve this issue directly with the customer.Customer response
09/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to my complaint, and find that this resolution is satisfactory to me.
Thank you.Initial Complaint
03/21/2024
- Complaint Type:
- Sales and Advertising Issues
- Status:
- Answered
I emailed customer service when I noticed a package of mine wasn't delivered. I had made 2 orders within the week, I recieved 1 out of 2. The customer service I spoke with was not only rude, but wanted me to jump through hoops including filing a police report over a $36 package of yarn, and even if I did, I would have to wait up to 30 days for a replacement or refund. They went above and beyond to basically deter me from seeking any kind of replacement ir refund. I had contacted my post office, spoke with my mailman (he delivered one of the packages, the day the other should have arrived he was off) I am a fairly regular customer, spend alot if money in thier shop and this is the first time I have had an issue. I have never had such an issue with a company in my life! You would think I said a cpl hundred dollars worth of merchandise was missing, no, $36 with shipping! They do not care about customers and fid absolutely nothing yo help me recover my loss, basically told me "oh well too bad"Business response
03/21/2024
We have issued a full refund to the consumer and sent a personal email to the consumer apologizing for the way their case was handled. We have discussed the matter with the customer service rep and offered additional training on how to handle these cases in the future. We hope we can regain the consumers trust and offer better service in the future.
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Customer Complaints Summary
3 total complaints in the last 3 years.
2 complaints closed in the last 12 months.