Monday, February 19, 2007

Insert Clever Title Here

I'm a bit upset with KnitPicks. Of course I tell you last time that I'm happy with their customer service, but then they go and screw up all that goodness. I decided to purchase some circular needles for my little sister so she can knit up some socks. Currently she only has size 2 needles which won't work for the sock yarn she has in her stash. At 11:00 pm PST I placed the order with KnitPicks. At 11:02 pm PST I realized that I ordered the 16" cables instead of the 24" cables. DUH! Of course, they are closed. The next morning at 9am PST (only 10 hours later) I called KnitPicks to have the order corrected.

KP: Sorry, but we can't change your order.
Me: Why? I just placed it last night. It's for the same size needles, but just a different cable length and it's the same exact price.
KP: Because the order is already in the warehouse.
Me: Can't you send the warehouse a change order?
KP: We don't do that, but you do have two options. You can wait until you receive the needles & then mail them back to us for the exchange, or you can place another order now for the new needles & then when you receive the incorrect needles you can mail them back to us.
Me: Can I just cancel the original order?
KP: No, because it's already being processed in our warehouse.

Now people, correct me if I'm wrong, but doesn't it normally take KnitPicks FOREVER to process an order? For heaven sakes, I just checked online and I placed the original order on February 15th & the status still shows pending. They couldn't have cancelled the order? I think it's just poor warehouse management in my opinion. I've worked in the warehouse and distribution industry in the past and at each of the companies I worked for there was an order cancellation and order change policy within the first 24 hours of the order being placed. Am I being unreasonable?

In other actual knitting news, the Forbes Forest scarf and We Call Them Pirates hat are both finally blocking, and my Pomatomus socks are now getting heels! I'm unsure how much further I'll get on the Pomatomus since I leave for Stitches West on Thursday & I've got a lot to do before I leave. Thankfully there will be FO's to post with details as soon as the scarf & hat dry ... assuming they will dry since we're having rainy weather (which I love since it reminds me of Seattle).

And now completely off subject, my little sister made me cry yesterday morning with this beautiful post she wrote about me. I feel like the luckiest big sister in the world!

13 comments:

Yarn It said...

First off, you must have the best little sister. She adores you and that is so sweet. The post made me teary!

Knitpicks....UGGGHHH! My last two orders took over three weeks to get here so I have no idea why you can not cancel the order! Chances are it is sitting in the warehouse doing NOTHING. I think I am going to order the Knitpicks options and after that, I am done with them. I don't think you are being unreasonable. I think they need to change their business practices because I have heard complaints from many people.

flutter said...

Your little sister is a doll, looks like it runs in the family.

Knitpicks is awesomely cheap but da-ang if their customer service isn't craptastic. Love the hat, it is so darn cute

Amber said...

That stinks about your Knit Picks order. I had a similar experience when I tried to add something to an order once. If their initial order processing is so stinkin' fast, why does it always take so long to get your stuff??? Crazy.

Laura said...

Ugh. Can't believe they couldn't change the order when it was only 10 hours/1 night old. What's with that?

Hat looks great. So does the scarf.

Where are the Pomatomus pictures?

Totally cool sister you have!

lainehmann said...

Love the pirate hat! Can't wait to see Pomatomus. Of course, I have not started mine yet. I am still working on my dropped stitch T. TOO MUCH STOCKINETTE!

That is a bummer about KnitPicks, particularly since they DO take forever. If it was a place that was known for fast shipping, you could understand it. But you know darned well that your order hasn't been pulled yet!

:(
xooox
Lain

Cathy said...

How wonderful that you and your sister are so close! My girls are like that and I hope t hey stay that way forever!

As far as knit picks goes - I can perfectly understand your irritation! That is why I don't often order from them. I hope it all works out, although I realize you are still going to have to send the wrong needles back to them, which is definitely poor customer service!

Carole Knits said...

Sounds like Knit Picks blew it this time.

Micki said...

Wow, I'm utterly shocked by Knit Picks' refusal to change your order. They obviously don't realize that they can't keep customers with low prices alone.

Tiffany said...

Wow, what a bummer about KP! I would've asked to speak to a supervisor or manager--someone who had the authority to get you exactly what you wanted. =\

I've only had really good customer service experiences with them, so maybe there's a way to still fix the situation!

Christine said...

Grrrrrr I think it's just laziness. Seriously, how hard is it to cancel an order? cripes almighty.

SWEET SISTER! I wasn't lucky enough to have a sister, but do have a cousin who also grew up with 2 brothers. Now she's moved to town and we LOVE spending time together, calling, just being sister-like. Good for you two having such a great relationship!

abby said...

Knit Picks should send less time filling my inbox with ad emails and more time in customer service training! Ohh... Stitches West! I'm looking forward to the report!

Judy said...

I think the Knitpick warehouse and main office are in different states. But that's no excuse for bad customer service. I've always had really good luck with them, but I've never had a problem with an order. I guess I'll keep my fingers crossed that I never do!

Dipsy said...

Awww, what a bummer! Sometimes one just has to wonder what's going on in people's brains - if this is what they call "customer service", then duh! They obviously have enough time sending out spam mails with ads and whatnot - wouldn't it be better if they'd used a bit of this time to help customers? I'm so sorry that you had to go through such a hassle!