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Old 07-08-2007, 12:35 PM   #1
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Bad LYS Experience--a little long
Well, I suppose I should start off by saying the shopping itself was very nice.

This is a store I've previously visited. Took a class there! The Husband & I went on Friday afternoon, b/c, lemming that I am, I decided to jump on the MS3 stole bandwagon, & needed some laceweight. Well, they really didn't have any, so I consoled myself with a couple of hanks of Mmmmmmalabrigo.

Checking out was no problem. Had a nice chat with the employees behind the register, & then went home.

My husband told me last night (around midnight) that there had been a message on the machine from the LYS, saying that they'd only charged me for one skein, and had charged my card for the other. The Husband was PO'd b/c they didn't actually talk to us prior to charging the card. I was PO'd b/c my receipt showed that I'd paid for two.

So I call this morning. The owner answered, and was curt with me. She said that my receipt may show two, but the one I signed showed I'd only paid for one. (Of course, I don't have that receipt. And what kind of system do they have that would allow this to happen?!) She said she put the charge through for the other hank, and would send me copies of all the receipts. I gave her my address, etc., & thanked her for sending it. (Yes, I was relatively nice, even though she was not.)

Then, I go online to look at the bank statement. I was charged THREE times!!!!So I call the LYS back. I get a different person (who was working the day I was in), who is very nice. He said the owner was with a customer, but he'd try to help. I told him the story thus far. He explained that when she put the charge through on Friday, it rejected it, saying it was a duplicate charge, so he said to put it through for a penny less so it would go through. She'd also apparently called the bank, so the bank must have decided to authorize the initial second charge. He said he'd refund one of the charges to my card today, and verified that they had my address so they could send the receipts. I thanked him for his help. (He is very nice!)

Here's the kicker, and why I won't EVER go back there....

At one point during the second call, the nice employee asked the owner, "Didn't you have a problem getting the charge to go through?" And she replied quite snottily, "NO!" I could hear her quite clearly, even though she didn't sound like she was all that close to the phone. Then she seemed to remember what happened. But at no point was she apologetic for ANYTHING.

This isn't the first time I've seen her negative attitude, either. I went in one day to see my instructor. She was nice as pie to me, until I asked if the instructor was there. Then her attitude changed, and she not-so-nicely told me that the person was out & would be back later. I've also seen her use the same tone with other customers.

I really like the other employees, but I just can't see going back there & spending any more of my money (or my time) to support someone with a bad attitude. There are other shops in the area where the owners aren't rude. They'll be getting my business from now on.

Thanks for letting me vent.
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Old 07-08-2007, 12:52 PM   #2
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I hate bad LYS trips. I can see why you won't go back, sounds like she just wants your money.
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Old 07-08-2007, 01:03 PM   #3
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Sorry you had such a bad experience. Here's the thing, tell them about it. Too many times merchants give consumers bad service, because we the consumers allow them to. Send the owner a letter, being very matter of fact, and letting her know that not only has she lost your business, but that you will make a point of letting your knitting friends know about it. The best way to get someone's attention is through their pocket book.

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Old 07-08-2007, 01:18 PM   #4
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Wow, I'm sorry. That's really no fun. I'd definitely take my business elsewhere. Good luck finding a much better LYS :D
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Old 07-08-2007, 01:20 PM   #5
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wow. at least the clerk was a nice guy. did your bank fix the extra charges?
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Old 07-08-2007, 01:33 PM   #6
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I'm sorry you've had bad experiences with your LYS. I don't like mine but it's the only one around. I wanted some yarn to make dish cloths and the lady said 'why on earth would you want to knit them?', and when I've gone in looking for a certain size of needle, if they don't have them they ALWAYS say, No they don't do them anymore, I look on the internet and find them! They always say the pattern must be very old if you need that size, and it's usually from a modern book!

I think I will just have to get over my fear of ordering online!
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Old 07-08-2007, 01:41 PM   #7
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Originally Posted by Nobones View Post

I think I will just have to get over my fear of ordering online!
oh yes, you really must! i love ordering online! knitpicks is da bomb!

sorry you had such a crappy experience. i wouldn't shop there anymore either. maybe in your letter to the owner, you could mention that you posted your experience to several thousand members on your knitting forum.
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Old 07-08-2007, 01:55 PM   #8
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so sorry to hear you had a crappy experience. I agree with the other poster... Let the owner KNOW why she is losing your business. Undoubtedly you are NOT the only person who has seen this side of her and others may have not said anything but they probably were turned off too. I really think you should let her know b/c LYS are a specialty market and we as customers are limited (somewhat) in our choices. THEY ARE THERE TO SERVE US ... NOT THE OTHER WAY AROUND. Naturally she has spent lots of $$$ to get her business going and she would be upset if she lots all her cash. Hit here where it hurts... hit her pocketbook. Perhaps SHE needs to take some time off, or delegate responsiblites b//c she is overworking, overextending herself. Whatever the cause... IT CAN'T BE FIXED UNLESS SHE KNOWS WHAT THE PROBLEM IS.. even HER own attitude. She just may be working too much and may be getting burned out, cranky, and mean. She just may need a vacation... I am NOT excusing her behavior.. but in situations like these you have to stop and ask yourself... WHY the behavior happened in the first place~
this may be the reality check she needs~!
hugs to ya~
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Old 07-08-2007, 02:06 PM   #9
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What is LYS? I am not used to a lot of abbreviations. Sounds like you have a right to be tick. I would make sure that they really do reverse the charges. I had an experience like that and the charges didn't get reversed and I had to file fraud charges with my bank. I eventually got my refund.
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Old 07-08-2007, 02:08 PM   #10
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Yeah, I'd be back to give her a piece of my mind. I don't understand why yarn shop workers are notorious for being snotty self righteous creeps. They must be pissed off because of Knit Picks. It's all KPs fault for being such a FANTASTIC company to order from. Which reminds me... I need to place another order... *big cheesy grin*

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