Customer.....Service?

Re:  Order # XXXXX

Hello,

Thank you for your order.  The Noro Pattern Book that you requested is currently on backorder.  We hope to have it back in stock in approximately three weeks.

I apologize for any inconvenience this may cause.
If you have any questions about your order, or would like to make any substitutions, please email us, or call us at 1xxx-xxx-xxxx.

I placed an order, all right.  The night before. I ordered a tensioned lazy-kate, a niddy-noddy, four bobbins, and later I wrote an email saying I wanted to add two balls of yarn.

No pattern book to be seen. Also, the order number stated in the email did not match MY order number. So I called.

The conversation went something like this:

"Hello, my name is Norma XXXXXX.  I just received an email from you about my order. It says that the pattern book I ordered is on backorder. I did not order a pattern book."

"Yes, you did."

"No, I didn't."

"Yes, you DID."

"No, I really didn't. Okay. Look.  If I did by accident, I don't want it.  So take it off."

(exasperated.) "I'll take it off."

"But I ordered several other items.  Did you get that?"

Silence.

"I ordered a lazy kate, a niddy-noddy..."

Pause.

"Yes, I see that here."

"And I also sent an email to add two balls of yarn.  Did you get that?"

Pause.  "Yes, I see that here.  I'll add those."

"Okay.  I wanted two balls of Karabella Aurora 8, in color No. blah-blah, gold."

"I'll add it."

Later that day, I get an email telling me my order has shipped already.  Wow!  Fast service!  Yippee!  I'll have my kate by the weekend, probably, and I'll be able to try plying.

I get home late Friday night. There's the package. Yippee!

Open the package. Start putting together the lazy kate. See that it's the same piece-of-crap kate I already have, the NON-tensioned one. It has a price tag of $16 on it. I distinctly remember that the one I ordered was more expensive than that. Look at the invoice. Yep, charged $32.50. Then I look more closely in the box. Two bobbins.  I could have SWORN I ordered four. I look on the invoice. 

Two lines, both saying Qty: 2 bobbins. 2X2 = 4, but only two are in the box.  (I noticed later, after I made my irate phone call -- what?! you knew I did! -- that they actually didn't CHARGE me for the other two. I thought they did. But they just ignored the other two, I guess. Or maybe they're on backorder with, you know, the PATTERN BOOK!)

Anyhoo. I called. Left a message. No one has gotten back to me yet.

But here's the kicker. I thought it would be an impossibility, and not worth bothering to ask, to have the dyelot of the new two balls of Karabella match the one of the two balls I was sent by my Better Pal. I want to make the Backyard Leaves Scarf in Scarf Style, which requires four balls, and that lovely gold is just perfect for that. I figured I'd just alternate the balls, no biggie. If there was some variation, it would be just fine - might even enhance the scarf overall.

You know if I'd ASKED for a matching dyelot, not only would I have not got it, but I probably would have been shipped, you know, something LAVENDER. Instead, guess what?  Same freakin' dyelot. Can you stand it?

Oh, and: If this company makes me pay the shipping to return the wrong item, expect flames. Comin' outta my EARS. 

Now, on to more pleasant things.

Today I mastered the art of yarn-making. Ha! But seriously, I am having some beginner's luck, and I'll show you to prove it:

The one in the middle. I made that. Yes, I did! It's from Jacob wool roving that I got at VT Sheep & Wool a few weeks ago. I spun it. There it is on the spindle in the middle, between the red Portland and the green Romney. You can see how much the spinning has improved, in just a few days. Remember, I just got the wheel going on Tuesday, and that is my very first yarn up there. I liiiiiike that Jacob. It is a DREAM to spin.

And I plied it! (I experimented with the roll-into-a-center-pull-ball method that a couple people mentioned in the comments, since I didn't have my lazy kate yet, and with a little bit of frustration, it clicked, and I GOT IT!)

I put it in the photo next to June's incredibly gorgeous Deirdre yarn (Border LeicesterXRomney) on the left, and Peace Fleece on the right, for comparison purposes.

So....while I was, you know, mastering (chuckle) the art of yarnmaking, look who was winging her way across the Atlantic to me:

Meet Prunella Primrose. If you have not been reading Jane's blog, allow me to introduce her to you. She is a most talented artist. I've been enchanted by her dolls since she started posting about them. She writes a bio for each one that will melt your heart, make you laugh, and make you cry. When Prunella arrived, I was amazed at how large she is. I thought, based on Jane's photos, that the dolls were not more than half the size they actually are. Prunella's a good 19 or 20 inches tall.

Here Prunella is reclined on the Rococco Revival-style chair, near the recently-acquired vintage lamp and the pillow that I intended to form the basis for the decorating change in our bedroom. I'm thrilled that Prunella fits right in. I'm just downright excited to be one of the first purchasers of Jane's new line of dolls.

Comments

[naomi]

Wow, nice spinning, there!

[Kim]

Oohh......I LOVE Jane's doll's!! I've even toyed with dragging out the sewing machine to make a few of my own.....if I can remember how to sew...LOL.

Your spinning looks great! I always tell new knitters, that it is better to spin for 15 minutes every day, rather than a longer session once a week. Keep at it......it looks wonderful!

[stephanie]

That's some pretty slick spinning missy. Please stop now before you make us experienced knitters look stupid.

[Jan]

Ugh. I hate mailorder when things like this happen. (But I love it when things go perfectly.) You sure are getting the hang of the spinning...the yarn looks lovely.
And Prunella, what can I say? I loved her over at Jane's place and I think it's funny that she ended up in Vermont. (What does she think of that!?)
Hey, I thought you were going to be busy packing chocolates this weekend.

[Cassie]

I always knew you could do it (the spinning). About time, I say.

[June]

Your yarn looks awesome!

Too bad about the mailorder mishap. Would you mind emailing me the name of the vendor?

[Lene]

Prunella's great and so's the yarn. I'm very impressed!

[Rachel H]

Obviously you're a natural at this spinning thing. Just one more of your talents that just decided to wait a little to whet your appetite further before popping up to seduce you into spending time and money on it. Wonderful stuff you've made there.

[hornblower]

How is Prunella handling her separation from Willie? At least we know that with all your health cures, her voice will be well taken care of - throat spray at the first tickle of something awry.
Good luck sorting out the mail order. Sometimes those conversations are like a bizarre comedy skit.

[Susan]

Aggg! You know how long it took me to spin that nice?? Although, after picking up my new wheel today, I think it was the old wheel.

How, may I ask, did you get your banner to work on your blog? I've been fiddling with my typepad one and can't get it to work?

[Teresa C]

You are so cool! Spin, on baby!

[--Deb]

Yeah, gotta love the good customer service! I don't think I even want to ask who you ordered from--it's probably safer not to know! And, Prunella! I love those dolls, too, and the bios are so precious. Love her--so glad she's got a new home!

[Marcia]

You are just spinning up a storm there...you have lit a fire under me, for sure! With that thing that's coming up very soon out in Utah, I need practice! I am going to try to get in to Judith MacKenzie's half-day workshop on plying..she is wonderful. (What I've learned about plying is that it's not spinning..once you get that.....) Here'a a lazy kate substitute from JMM herself from her Maryland classes this year: take one of those plastic baskets, the ones with all the holes in the sides, and run a long knitting needle through your bobbin, from one side to the other. Voila. Cheap lazy kate. I almost never use mine tensioned...I tension the yarn with my fingers. Just saying. Oh, and I love Jacob, except not the combed Jacob top I'm spinning right now.

[Isela]

Ohh, the yarn looks super!! Great job Norma :).

[wendy]

I think I know the company - they pulled the exact same kate-switcheroo on me. Grr. And yes, they wanted me to pay shipping to return it. I haven't bought from them again (and won't).

Marvelous spinning!

[Carole]

The yarn is looking great! I had a spinning lesson on friday and I think I got it now. Of course for saying that the spinning goddess is going to smack me in the head but what the hell.
So, what's the name of the company I need to avoid?

[Helen]

Your singles look fantastic!

Don't fret too much about the customer service. And if you have problems, let me know. :)

[Liz]

The spinning looks great. And tension on the kate is a good thing, but don't forget the tension in your hands.
I love Jane's dolls! Prunella is a lucky lady to end up in Vermont.

[Colleen]

I don't have time for crappy service from mail-order companies. Any hints about the name of this company?

[Cathy]

LMAO. Oh, did I chuckle out loud re:your whining about spinning? See - you whine and fret and look what you did!! Very cool, Norma!

[Kim]

Lookit all that spinning! You go, girl!

I say let's quit our jobs and start a wool commune. I'll pick up Marcia on my way across the country.

[Sharon F]

Nice spinning! Can you e-mail me with the details of your wheel? I'm looking to get one and am doing some homework first. Thanks!

[Manise]

Just recently found your blog via the Harlot.
Your spinning looks super indeed! Seeing your quick progress is definitely instilling the spinning bug in me.

I just went through a similar thing with company ###888###. "Yes, it's on backorder. No, we don't know when it'll be available." After 4 weeks,one phone call and 2 unanswered emails later I cancelled my order this morning and found it for cheaper elsewhere and without backorder.

Keep up the great work.

[Laurie]

Your progress is stunning, girl. Damn fine. And I join those who want to know what company is so full of themselves that they can't fill an order correctly.

[freecia]

It is a shame when customer service is lousy, isn't it? Makes you want to post their name on your blog and therefore forevermore have them blacklisted by NormaReaders. Of course, you don't because it would not be nice.

The pleasant things are very lovely!

[margene]

I just LOVE Prunella!! Jane's blog is so inspiring and intimidating! You lucky grrl!! Great spinning, too.
Some yarn shops just DO NOT GET IT! Jeeezzz.

[Kristen]

(sigh.) You aren't helping my "I can spin just fine with my spindle and DO NOT need a wheel" thoughts - your yarn looks wonderful!

[Stalker Angie]

Prunella is simply lovely. I did, of course, had to go read her bio on Jane's site and she leads a very fascinating life.

Congrats on the awesome spinning, Norma Dear! I am in awe of you, as usual. :)

[Kay]

I feel I know Jane's dolls intimately from their little biographies. And I'm pretty sure Prunella P. is going, 'WTF, I'm in VERMONT?' xoxo Kay

[Lee Ann]

Bloglines didn't update you for me until now...whooaaaaaahhhhhh that is sooooome yarn there, lady! Beautiful!