Friday, March 7, 2014

Yarn and Customer Service

I’ve waxed poetic about yarn and how much I enjoy working with it.  I recently bought a skein of yarn to make an order fit a minimum to get free shipping.  I looked at it online and said well that looks interesting and it isn’t too expensive. 

When my order came in and I got the yarn in my hot little hands I was pleased with the texture and the feel of the yarn.  One small skein I used to experiment.  I have been playing with making lace by the inch.  I picked out one of the patterns from the book I got on Amazon and started making it.  It was a thicker yarn so the pattern was going to work up into a scarf. 

Loved the pattern, worked up quickly and easily, I could mindlessly work on it while watching tv.  Unfortunately, I got several rows in and discovered a break in the yarn.  Here was another end – generally for a skein you have two and this one had more than that.  I ended up cutting off a large length of yarn as it was frayed and joining. 

One skein scarves – particularly lacy designs – don’t always work up nicely to have joined material in them.  Too often you can see where the yarn was joined and it is a blemish in the scarf.  Fortunately I was able to hide the join fairly well.  

In talking to my daughter, I told her to remind me not to buy the yarn again.  She told me to complain to the company.  I did but thought nothing will come of it.  After all we are talking about yarn which can and often does break and has flaws.  

I was surprised when I contacted the company and got a very prompt response.  They had questions which I shot off answers to as soon as I saw the email.  Within an hour or two of contacting Lion Brand company (http://www.lionbrand.com/) they put in an order for a new skein.  

This good customer service is surprising – not because I’ve had bad experiences with the company but just because I feel good customer service is declining in general.  The promptness of their response and their willingness to address the issue has made me willing to go back and try more of their yarn.  

Good job Lion Brand Company and thank you for all you do.

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