Unwound II: the Response

received this morning.

I am so sorry that your experience with us was less than satisfactory. I would like to address each of the issues that you highlighted in your email. You may not agree with our standpoint, but we like to keep an open dialog with our customers so we may learn and grow. We strive to provide excellent customer service – most of the time we succeed but occasionally we fall short.


1. Pricing – we do sell our yarns for the suggested retail price. The Manos brand has had two price increases in the last 6 months. We are one of the top retailers for Manos in the US and as such we sell through our stock quickly, so all of our stock was purchased at the new “higher” price. Many other stores do not sell as much of this yarn and do not raise their prices until they have to pay the increased price for new inventory, this makes it look like they sell for less, when in fact they do not. There are other sites on the internet that sell the Manos spaced dyed colors for as much as $19 per skein.

2. Winding fee – you may not agree with this, but it is not a free service that we offer. If a customer purchases here in the shop, we do not wind either, but they may use a ball winder and swift if they would like to wind the yarn themselves. This is a service that takes time and we feel it is appropriate to charge the customers who want the service.

3. Photocopied tags – We do not photocopy tags. Occasionally we rip a tag and will replace this with a handwritten tag. We do have one skein of the color you purchased on our shelf with a handwritten tag. It is a cardboard type tag and was received from our supplier that way. The skeins may have seemed wound different because they are. The Manos yarn is made in different locations and done manually, so each person has their unique way of securing the skeins. We have seen some that were very “odd” and difficult to wind, I have taken several skeins off the shelf to check the weight. The other skeins of this color do weigh about 3.3 – 3.4 ounces. I checked other colors and they weigh 3.3 to 3.7 ounces depending on the color. Again, the reeling of the skeins is a manual process and is not exact (but average). You should have the proper amount of yardage. We have questioned our supplier about weights before and were told the amount of dye in a color can change the weight and the thick and thin part of the yarn can vary, so the yardage should be accurate but the weight may vary. I am sorry you feel you received skeins that were either used or short in their yardage.

 

You did question if the skeins were returned, I reviewed our history and find that we have not had a return for this color. When we have a return where we question the weight, we pull the skein out of stock and sell it at a reduced price in our seconds bin.

 

Have a great day.

while i appreciate the reply, i'm afraid it has not changed my opinion of the store.

• it's poor customer services to charge a winding fee.
• there's no way that the dye can make up for .2 oz in the yarn's weight
• i think i know a photocopied piece of paper when i see it