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Old 10-21-2009, 10:00 AM   #1
WandaT
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Knit Picks Customer Service
I have to tell everyone this story. I've never had a problem with Knit Picks CS before but was have been even more impressed this time. My SNB group got together and placed a $160 order back on 9/28. KP shipped 9/29. As I tracked the order it said it was at my local PO on 10/2. Then it stopped. As of 10/12 I still didn't have the pkg and the tracking info online remained the same. I went to my PO on 10/13 and talked to two different people - one was a supervisor. They had no clue what happened but the super said she needed to talk to the carrier who wasn't there that day. Said she'd talk to her "tomorrow" and call me - said she'd call me even if the carrier wasn't in then either just to let me know what was going on. Needless to say, I never heard anything from the super.

I called KP to give them a heads up and let them know the pkg was lost. The girl I talked to wanted to ship a replacement pkg out to me right then. I told her to wait since the PO now knew there was a problem and maybe it would show up. She told me if this wasn't resolved in the next day or two to call them back so they could ship out a new pkg.

Since I didn't hear anything Wednesday, I went back to my PO on my way out Thurs morning. Talked to yet someone else, a clerk. She seemed very surprised and went into the back, talked to some people and ended up coming back to me to say that she doesn't believe the PO ever received the package at all ... ?? Even though THEIR system said it was scanned and was "out for delivery" on 10/3 - but it was never scanned to show it had been delivered. She also said the super who already had all my info would call me that day when she came in. Well it's now Wednesday of the following week and I haven't heard a peep from anyone from that PO, nor has the pkg shown up.

I called KP Thurs morning to let them know the pkg was still MIA. The CS rep said she'd get a replacement pkg out that day to me. I received it (via UPS) Monday.

I know there are issues with the cables and needle tips at times, but I can't say enough about how wonderful their customer service is.
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Old 10-21-2009, 11:34 AM   #2
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I Knit Picks !
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Old 10-21-2009, 01:16 PM   #3
Jan in CA
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I completely agree! And if you consider the sheer numbers of people who have the KP needles there are relatively few problems.
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Old 10-21-2009, 01:54 PM   #4
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So far I'm happy with their CS! I had a Harmony needle break in half yesterday as I was knitting with it so I contacted them...They got back to me first thing this morning...The interchangeable set I got was a gift from my mom and dad and they asked, of course, if the set was a gift since I don't have an account. They asked for my mom and dad's info so they could send me out a replacement. Man, if only everything in life were so easy! Still waiting to hear back from them, but, I sent the e-mail not more than 20 minutes ago so I'm sure I'll hear back soon!
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Old 10-21-2009, 02:23 PM   #5
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Oh! I didn't even think of the gift angle. I'm sure they'll make good on it though.
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Old 10-21-2009, 02:34 PM   #6
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they're just a fabulous company i think. i'm always wary of ordering things online, but with KP and elann i know if something's wrong it'll be fixed if it can be.
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Old 10-21-2009, 03:16 PM   #7
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Originally Posted by Jan in CA View Post
Oh! I didn't even think of the gift angle. I'm sure they'll make good on it though.
Indeed they did! Just checked my e-mail and they said they are shipping out a replacement, at no cost to me, and I should have it within 5-7 business days! VERY happy with their customer service!
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Old 10-21-2009, 08:19 PM   #8
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I love them too. Haven't had any problems with the Options, but I have had 1 harmony needle split and another have little place that caught the yarn on the wood- both were replaced immediately. They are so nice there. (working there would be a dream- but not much of my paycheck would survive. I wonder if they get free yarn so they can try all the lines out to advise customers. *sigh*)
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Old 10-21-2009, 11:39 PM   #9
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I agree - they are a great company.

for Knitpicks!
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Old 10-22-2009, 02:32 AM   #10
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Originally Posted by Simply_Renee View Post
I love them too. Haven't had any problems with the Options, but I have had 1 harmony needle split and another have little place that caught the yarn on the wood- both were replaced immediately. They are so nice there. (working there would be a dream- but not much of my paycheck would survive. I wonder if they get free yarn so they can try all the lines out to advise customers. *sigh*)
It's funny you say that... I just saw a post about them hiring and I wished I met the criteria (advanced knitting required... doh... )
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