KnitPicks

I thought I was buying cotton yarn, but I bought acrylic. I realised very quickly after placing my order and sent emails asking to hold the order. Unfortunately they shipped the order before reading my email. After a bit of communication they organised to ship me cotton yarn at no cost/no shipping and said I didn't have to send the acrylic back! What a great user experience. They now have a lifetime fan who will definitely purchase more.

This is about a recent customer service incident.

I just called the customer service phone number for Knit Picks about a recent order - one I made less than ten minutes before calling.

Not only was the woman rude and unhelpful, she hung up on me in the middle of a sentence - before I even had a chance to explain why I was calling.

I understand she's only human and doing her job, but the rudeness is completely unacceptable. I worked in retail over 15 years so I get how tough it can be, but the woman's behavior was completely unacceptable.

First time ordering and not happy with some product. Was told to mail back. It's been 2 weeks now and still no credit. No phone number to call and question. Will not order anything from them again. Beware be ordering!

I have had to send back incorrect orders twice. They paid for the return postage, but it takes close to a month for them to get the yarn back. Then it's at least another month for a credit to hit your credit card. I called customer service yesterday because it's been six weeks without seeing a credit. The rude woman said it was done two weeks prior and to call my credit card co. After calling my CC and having to file a dispute, the woman called me back and said "oops" it didn't get done. Never again will I do business with them. Their yarn isn't all that great that I'd endure another iffy sale with them. I hope they see these reviews. They lost a customer.

This was my first-time ordering yarn from this company. The yarn got all untwisted on the trip here but that's just poor packaging. I am very disappointed with the packaging. My yarn was just tossed in a cardboard box with 6 flimsy pieces of aired up plastic tossed on top. Taped and shipped. No care went into the packaging whatsoever. We get a lot of rain. Had it been one of those rainy days, my yarn would have been ruined. When I order yarn from other places, they do me the courtesy of at least placing the yarn in plastic so that if the box gets water damage the yarn is saved. Do better knit picks. I also was not able to submit a review on their site. It said that my verification code was not correct. But it was.

I always give business chances and pretty laid back about things. Recently I sent in a return with Knit Picks and after 2 weeks there was no update on item or refund so contacted support. Not only did I get rude replies, unprofessional and not standing by their own terms, I was offered a "one time only" refund... By check... In another month. When I told them I have no way of cashing a check and frustrated waiting more, they again were rude. They refused to do anything electronically and implying this was a huge favor to give me a refund while my item was stuck in shipping. At the point of this review it's been 4 months, my item (sent in the same package and their pre made label) is still in transit in the same state. Thankfully PayPal was able to refund me because I refuse to wait more. Of course what USPS does we don't have control over, but as a business you have control over what you want to stand for, trying to fix issue and not be rude. Lastly, my check came today and on it states "reason: irate customer", completely unprofessional and this is money they owe the customer. I now wish I could go back and be irate.

Knitpicks has their own house brand of yarn, importing directly from mills in South America cutting out the middle distributor. This lets their prices be competitive while retaining the quality other brand name yarn boasts. They're pretty good about keeping up with the current trend - silk blends, eco-wool/cotton, etc but I've never actually ordered or used the yarn. I'm not a fan of their colour palettes for the main weights (worsted, bulky) although they do offer a tantalizing section of sock and lace weight yarn. For me, what I like the best is their array of good quality knitting needles. I've ordered 2 sets, one was delayed because it was around Christmas time (not their fault) and the other one came timely. In general, highly recommended if you're knitting on a budget but don't like acrylic or craft quality yarn.