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Complaint Details
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Initial Complaint
05/08/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Ordered subscription for crochet striped afghan starting in September 2023 with monthly shipments. After February 2024, stopped receiving orders but did not receive any communication from the company about why. Reached out to their customer service twice, and second attempt received a message that they did not have supplies available, but no estimate of when supplies to be available. I requested to still receive the remainder of the afghan pattern since the amount paid to date should have fully encompassed the cost of the pattern. Never received a response. In seeing many additional complaints about supply issues, the company should not be offering subscriptions if they cannot not reliably complete a full projectBusiness response
05/16/2024
Our customer service team has called the customer twice to try to connect. They were unable to connect by phone with the customer, so they sent an email on Tuesday May 14th with tracking for the shipment of kit #7.Initial Complaint
02/05/2024
- Complaint Type:
- Delivery Issues
- Status:
- Answered
Placed an order on March 27,2023 for the Irish Fields ****** Knit kit. You are suppose to receive one per month. Dates received: 3/2023,4/2023, 5/2023, 7/2023,, 10/2023.I have not received the other 7 kits to complete the project. Have repeatedly called and spoke to customer service and filed many complains through their customer service online portal. No response or resolution. I was never notified that they dont have the yarn to supply the kits. A representative on FB stated maybe in the middle of ****. I was promised a kit per month for a year they have not held up their obligation. I would like the cost of the five kits refunded.Customer #***********Business response
02/12/2024
February 12, 2024
Better Business Bureau
***************************************************** Bldg. ****************** ** 75701
Attention: ***********************
Reference: Case: ************, #********
Dear *****,
We received the complaint ************ submitted about the delay in receiving the remainder of her kits for the Irish Fields Gansey Afghan Club.
Due to a delay in the manufacturing of the yarn for the club, there has been a delay in sending kits to customers. We apologize for this. We are working very hard to replenish the yarn inventory and have already resumed shipments for the club.
We will be fulfilling the remainder of the kits to ************ as the yarn supply is replenished, but if she prefers, she can return any unopened, unused kits to us for a refund.
Please let me know if I can provide any further help with this issue.Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Initial Complaint
09/21/2023
- Complaint Type:
- Delivery Issues
- Status:
- Answered
I purchased "Crochet! Quick ************************ Late Autumn 2021, for price of $9.99, in **** To recently, I had not crocheted a pattern, from the magazine. Sometime/around Sept 8, 2023, I decided to crochet the "Woodland Set", pages 26, 27, and 86. I found errors. I contacted the company and received an answer "We have heard back from the technical editor and the pattern is correct as printed." As well as a lengthy statement of "assumptions", and that I the customer was wrong. AFTER a couple of back and forth emails with, *******************************, ******* Services, bottom line is company did not try to engage with pattern designer for corrections or they themselves did not attempt to crochet the 8 rows of the pattern to ensure if I myself, was in fact, in error and not the pattern. I emailed company back and stated I disagreed with the technical editor and that the magazine was printing "FAKE DISINFORMATION" and this pattern should be reviewed for accuracy. Notwithstanding, a company which sells magazines "with instructions for crocheters" should NOT BE QUICK TO ********'S THE CUSTOMER AND NOT THE MAGAZINE! HOW INSULTING!!! I have many, many, many more of these magazines, with patterns. I will expect, when possible, for company to openly and fairly respond with true information and not what someone thinks. I have received a correction, on a prior pattern. That was professional. This one was not. IT WAS THE TECHNICAL EDITOR'S OPINION. NOT FACTS. JUST OPINION! Thank you. **************************************Business response
10/03/2023
October 3, 2023
Better Business Bureau***************************************************** Bldg. ****************** ** 75701
Reference: Case: **********************************, #********
To whom it may concern:
We received the complaint **********************************;submitted to you about one of the patterns included in a special issue having a mistake.
We did have the pattern reviewed and found that it was correct as written and the project can be completed with the directions given. We do not feel that a correction is necessary.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Initial Complaint
08/07/2023
- Complaint Type:
- Delivery Issues
- Status:
- Resolved
During the first week in July I placed an order which came to $66. and change. I contacted the company two weeks later as my order was in ****, ** and had been sitting there for a week or more. I was told that I had to wait until July 29, 2023 and if my package didn't arrive I should notify Annie's. I have sent several emails since then and have never received a reply, nor did I ever get my order. The time they indicate that it takes for them to get you your order differs greatly from what they tell you when the time is up and you still don't have your order. I think this is fraud on their part as they seem to know that there problems with shipping in ****, **. Perhaps they need to revise their shipping methods. This is unfair to a customer as by the time they give you to let them know if you don't have your order, you have already received and paid your charge card.Business response
08/28/2023
August 28, 2023
Better Business Bureau Northeastern *******
Attn: ***********************
Reference: Case: ************************, #********
To whom it may concern:
We received the complaint ************************ submitted to you about not receiving the order she placed with Annies.
We did reship the items she ordered that were in stock to her on August 21. Two of the items on her order are no longer available.
Additionally, we have refunded her for the entire purchase amount due to the shipping delay.
Please let me know if I can provide any further help in resolving this.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Customer response
08/28/2023
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
*********************************Initial Complaint
06/21/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
This company is scammy, and I wouldnt start a subscription with them. I ordered a kit for Christmas of 2021 for my son. After the order was received, I canc the subscription (or so I thought) due to my husband losing his job and us moving to temporary living situations. January no charge, February no charge. Then out of the blue Im charged on Mar 23 for another kit. I catch it immediately because at this time, we are budgeting all expenses. I called the company and tell them that I had canc and that Im not even at the address they sent the package to. They tell me that I had canc the autorenew not the subscription. I tell them that even if thats the case, they didnt have authorization to charge my card if I had cancelled the auto-renew. I was told they would refund it and that the subscription would be canc. I thought that was that. My sister received a package from them last month and notified me about it. I told her that it was probably the kit that was sent to my old address and was forwarded since we had put a fwd in for our mail. Didnt think anything of it. Got another text today that another one came in. They couldnt possibly be charging me though, because I was told my subscription had been cancelled. WRONG. They have charged me for Apr, May, and Jun. I didnt catch it because my husband has been working and I havent looked over my account as well as I was. I called back in and talked to a supervisor named *******. She told me the same, auto-renew was cancelled, not sub. I told her that I was told it was supposed to be cancelled back in Mar by what the rep told me. And that they still do not have authorization to charge cards without an auto-renew. She said she refunded the 3 and I told her that I still hadnt received the refund for March. She tried telling me that I hadnt canc because I only called once to confirm shipping address in Dec. I told her I canc online. She said you had to call, but if you go to the *** theres a link to canc. All LIES.Business response
07/05/2022
July 5, 2022
Better Business Bureau6115 ************************************, Ste. 710
Tyler, ** 75703
Attention: *************************
Reference: Case: ****************, #********
Dear ***,
As requested, we have issued refunds for four kits sent to ****************.
Please let me know if I can be of further assistance with this issue.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Initial Complaint
03/29/2022
- Complaint Type:
- Customer Service Issues
- Status:
- Answered
Called and cancel subscriptions with service and keep getting books and put on the form to cancel when I return the books and I continue to receive books and returning them.Business response
04/04/2022
April 4, 2022
Better Business Bureau
3600 *********************************. Bldg. ****************** ** 75701
Attention: *****************************
Reference: Case: ****************, #********
Dear Sophia,
We received the complaint **************** submitted to you about continuing to receive books after cancelling her subscriptions.
We do show Ms. ******* subscriptions have been cancelled. She has also been credited for any books she has returned and can disregard any invoices she might receive after this date.
Please let me know if I can provide any further help in resolving this.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************
..Initial Complaint
03/19/2022
- Complaint Type:
- Billing Issues
- Status:
- Answered
Starting in August of 2021, we had recieved several bills for items that had already been paid for. We contacted the company and disputed the claims to which they asked for canceled checks/proof of payment. We provided proof and asked that they cancel our subscription. We made double payments to Annie's to cover the cost when we had found that they had not been payed for. We also asked for them to not send anything else to us. They continue to send packages that we are returning then unopened to the company. Last week, we recieved a **** for ***** that was dated September 17th of 2021. We are disputing the payment due and no longer want to be contacted by them in any way.Business response
04/06/2022
April 6, 2022
Better Business Bureau
3600 *********************************. Bldg. ****************** ** 75701
Attention: *****************************
Reference: Case: ********************, #********
Dear Sophia,
We received the complaint ******************** submitted to you about continuing to receive invoices for shipments she had paid for.
We have removed all balances from ******************** account. She can disregard any invoices she might receive after this date.
Please let me know if I can provide any further help in resolving this.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Initial Complaint
03/17/2022
- Complaint Type:
- Billing Issues
- Status:
- Resolved
I have kept records of my ***************************** with this company. I stopped service with Annie's ***** ******************** on 12/12/2021. I recv'd an invoice 1/7/2022 and per the company suggestion, went online to pay and it says zero balance. I tried calling ************, never reaching a vmail or a live person. I sent an email on 12/28/2021 via their website's "contact us" form, they replied 12/31/2021 stating they apologize & call to pay. I called again, multiple times, no answer, not able to reach a person. I tried again several times to pay online, not an option, as well as still zero balance online. The 3/2022 invoice states a past due balance of $29.71 to which I would pay if I could ever reach anyone via phone. It's not fair that I be warned about my non-payment "damaging my credit standing" when I can't even reach their customer service, during business hours. I sent another email via their website "contact us" form on 3/8/2022 stating my continued frustration with all of this and did state that I was going to report this to the BBB. In addition to their online contact form I was able to find 2 emails to use to help reach someone for help. I also sent an email on 3/8/2022 using their privacy contact email & the customer service email. I also noted to them that their invoices contain 3 different account numbers and provided all three, my name, address, everything I could think of so that I could get a reply back. I assumed someone would even just call me to collect payment but that has not yet happened."account information" on invoice = *********** YWW004040 #***********9 listed on same invoice #*********** listed on same invoice above recipient name (which is my son)I'm continuing to get monthly past due invoices with no way to pay or without a way to reach a person or even a way to leave a vmail. Request zero balance after trying to pay over 3 months & no help! Please help me get this resolved so that it does not hurt my credit! Thank you.Business response
03/21/2022
March 21, 2022
Better Business Bureau
3600 *********************************. Bldg. ****************** ** 75701
Attention: *****************************
Reference: Case: **********************, #********
Dear Sophia,
We received the complaint ********************** submitted to you about continuing to be billed for ***** ******************** shipments.
We have now cleared the balances for the two kits that ********************** was being billed for. She should not receive any additional invoices for this.
Please let me know if I can provide any further help in resolving this
issue.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Customer response
03/28/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.I will keep all paperwork plus a printed copy of this BBB info in case I receive another ****. Thank you so much for your assistance with this!
Sincerely,
*******************************Initial Complaint
03/07/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I had a membership with this business and because of their deceitfulness and taking money out of my credit/debit card without my permission ($27.98) I cancelled my account. And than a week after that they tried to take $55.68 off of my Capitol One card without my permission. They sent me a refund check; but unfortunately I am unable to cash it anywhere and have repeatedly tried calling them and sending them emails which they have not once responded. All I want is for them to put the refund back on my credit/debit card ($27.70) and want no further contact with them.Business response
03/15/2022
March 16, 2022
Better Business Bureau of East *****
Reference case: ****************, #********
Attn: *****************************
We received the complaint **************** submitted to you about receiving a refund by check.
We refunded **************** with a check because she made an overpayment to us
with a check. We cannot make a refund to a credit card or PayPal account unless
the transaction was originally made that way.
We have removed **************** from our mail and email mailing list in accordance
with her wish to not be contacted by us.
Sincerely,
*********************
Customer Relations Manager
*************************************************************************************************************Initial Complaint
03/04/2022
- Complaint Type:
- Product Issues
- Status:
- Answered
I signed up for crochet kits to be delivered monthly. They charge my account, but send the wrong kits 4 times. Each time I received an incorrect kit, I contacted them via email and telephone to which they said they would correct the issue. This has, at this time, now happened with 4 kits that they charged me for that are incorrect. They say they will credit my account back, but they have not and continue to charge my account and still continue to send the incorrect kits. I pay $27.19 for each kit that I am subscribed to. They owe me $27.19 x 4 payments. Also, I would appreciate it if they would send me the correct kits to complete the crochet project. I dare not cancel after all the time and effort I have put into making the afghan. There are two kits that they are mixing up and sending me off sequence kits and just the wrong kit. I ordered the striped kit and they send me the block of the month kit. The only block of the month kit I have subscribed to, is the one that all I ordered was the yarn. Each month, they send me one gray colored yarn kit and I follow the instructions on their web site to crochet it. The problem is they are mixing up two kits that are the same color, but different product. Please help me. I have reached out to them approx 10 times and was told I would get refunded my money and they have not done so yet. AND they keep charging me for the wrong kit sent.Business response
03/09/2022
To Whom it May Concern:
We are currently sending shipments for the Crochet Mandala full kit (yarn, pattern and videos), Crochet Afghan Block Coastal Gray (yarn only kit), and the Crochet Striped Afghan Club Natural Pearl full kit (yarn, pattern, and videos
We ask that Ms. D****** please provide specifics about which of these clubs she is not getting the correct materials for.
Regards,
Robin Rothe
Annie's Customer Service
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Customer Complaints Summary
40 total complaints in the last 3 years.
9 complaints closed in the last 12 months.