open letter to knit picks | Gripevine

open letter to knit picks

My name is xxx and interactions with your company and your customer service has been beyond dismal, and has looped around to ridiculous. I have never been so dissatisfied with any company in my entire life.
I have always used Knit Picks, heck I even had 4 sets of your needles. I have always had pleasant experiences with you and have enjoyed each and every interaction I’ve ever had with your company. I have been such a loyal customer that when others complained and have suggested you when others have asked where to shop online. That was before this interaction.
I contacted your company over a month ago about some problems I was having with 2 of my sets of needles. I was told by Jasmine y’all would gladly take them back & give me a credit for one set of needles and send me a check for the other set. I was told by her when I ordered to make a note and the supervisor would make sure that no charges were made…even though I had given my CC information.
You can imagine my dismay when I looked and saw that this indeed had shown up on my balance at my bank. (That’s okay…I thought…they will fix it). I was told that it didn’t come off my bank and then when I mentioned I had talked to the banker I was told that it wasn’t deducted it was being held (which is the same thing….I can’t use it until that cleared).
I had gone about my day unaware that y’all had indeed done this. Because of your misinformation I was left holding the bag. I was the one responsible for the charges because things ‘bounced’ I begged your company to help. It took many emails to even get anything accomplished. It only removed it’s self-last night and the bank reversed 2 of the charges…..but not the other 2 outside the bank, I’m still responsible for those.
In the midst of this I had no money (I only had $65 in my account and your company was holding $68) so that left me in arrears. Since I had no money I had to sell my $500 (something) wheel for the $166 that I owed, once again because of you.
I have contacted your company multiple times and each time told that the remaining owed on those needles was coming via check. I was even told by Jasmine to expect it last week because of when it was mailed. I have been in contact with 2 other people, the latest being Aaron and they all have told me it was mailed yesterday (whatever day it was before I contacted you again) each and every time.
There’s one of two things happening here, either you are lying or you don’t know what’s going on in your company….I don’t know which. I simply know that because of your company my life is in small shambles and I’m out 1 awesome spinning wheel for nothing. My husband it angry at me because of all this and so angry I sold my wheel for that, but I had no choice. Yes. I blame your company. It is your company’s fault and yes it is your company that is telling me tales.
I am a much laid back person. I’m not one to complain and I’m not one to fuss…but in this case I am standing my ground. I am going to be heard if it’s the last thing I do.
I messaged your owner on Ravelry, nothing…..not even an apology for what her own company had done to me…what harm had come from this. This is not a thing to be overlooked and this is indeed a very big deal. Your company can act like it’s not and that I’m so small it doesn’t matter what damage your company has done……but you are wrong. It does.
I feel like I’ve talked to every Tom Dick and Harry in your company and no one is offering any real solutions. I was told by Jasmine that the very next day another check for $25 would be issued & she would put another $25 on my cc. That was not the case. As of today I still have no checks from your company…no real apologies….no nothing…..like I’m a bug to be squashed…not like I have feelings and that I’m a real person that this happened to. I deserve better than this from anyone, and especially your company that I have always loved.
I am tired of being told the check was mailed yesterday. I’m tired of it all. I’ve not even heard a “I’m sorry I screwed up & you had to sell you wheel…here let me make it right” and your company could do that. Your company should do that. Your company owes me better than this.
I have a medical condition that I need medicine for. I don’t have the money to pay for it due to your company and how long it will take for it to loop around and the money actually be refunded that I was out, you know? So, I contacted your company and spoke with Aaron who was very nice. I asked when I could expect the first check….to which I heard it was only mailed yesterday…and then I was reminded about the $25 that was promised to me & I asked him/her if it could please be put on my new cc? To which I was told no. This could be done…..I know that it can…..it’s just I’m not important enough to do it. I am now without the medicine I need. I won’t be able to get it until Friday. That’s a long way away for me. I begged to be helped and I’m still getting nowhere. Y’all still don’t care.
I am so frustrated and I feel like I’m being lied to. I feel like I’ve been given the shaft and that you’ve taken my needles and stolen my wheel out from underneath me. If I had done that I would replace someone’s wheel that thru my admitted error had to be sold, and I would make sure the money was on the cc immediately. But that’s because I’m an honest person. That’s because I don’t let anyone be mistreated this way.
I am so honest that when I found out last night this was happening about the charges I emailed Jasmine and your customer service and your owner to thank them for that, and to let them know what was going on. I never heard a word from anyone. I don’t matter to your company not even a little. You don’t care how my life has been because of this….you are a big company and what does it matter you messed this up, it’s not someone you care about so it doesn’t bother you to sleep at night knowing you screwed with someone’s life like this. I don’t matter……in your eyes I do not exist.
I deserve to have the monies owed to me TODAY and I deserve a replacement wheel and everyone that is involved in this knows what a disaster this is and that’s why I’m getting no answers because it is thought of if I get ignored I will go away in a while……..but I will not. I will not let your company hurt someone like this without standing up and saying HOW DARE YOU.
I have a reasonable fix for this: my money on my cc and either the $500 for my wheel that you basically stole from me due to this) or a replacement wheel. I have proven to you via email with pictures that this was indeed true that I had this wheel. I’ve done everything on my part to resolve this and move on. Only your company keeps hoo-doing me and obviously has ‘run off’ with the money I’m owed & I will never hear from it, or your company again.
I had hoped that your company would stand up and do what is right. It’s dawning on me that your company just uses people and then throws them away like yesterday’s garbage. Your word means nothing because you say things was mailed yesterday when it obviously wasn’t. Your company won’t even find someone to address this with me & try to come to a reasonable agreement so that we can go our separate ways….
I beg of you again to do the right thing by me. I’m not asking for anything than what I’m owed. I’m not asking for damages or anything because your company has rolled over me like a dead animal……I have only asked to be addressed and treated like what I am……a human being that your company wronged but will make right……is that too much to expect?
I would love to hear back from you. I don’t expect to. I don’t expect an apology and I bet no check was put in the mail for me yesterday and I bet you will tell me the other monies couldn’t be put on my cc, but I know legally it can be done because your company sure had that of mine held before I could say WTH?. I’m tired of being lied to. Just tell me you don’t give a care and that your wrong doing doesn’t matter because of how big you are. I know it’s not true & I know someday it will matter to someone and they will have to answer for how I was wronged.
This is not okay that your company has left this shambles and your company knows it.

Comments

knittingzombee's picture

if you would like to make things right knitpicks you can email me at
xxxx@xxxx.xxx [Moderator's Note: Contact information moved to "Private" section of gripe.]

Geri Gripester's picture

Dear knittingzombee,

We are happy to inform you that there's no need to publicly display your email address because as soon as you plant your gripe, our proprietary automated response system kicks into action and reaches out to company decision makers on your behalf - it's that easy. They will have access to all of your information from their dashboard (including anything you may want to keep private like your contact info or account numbers) and will be able to communicate with you directly through Gripevine.

In order to protect your personal information, we have moved your email address to the private info area in your gripe where the company will be able to see that information from their dashboard after they've claimed their business account and the general public will only be able to view the experience you've shared.

Just a reminder that you can add any future private information by editing your gripe and including it in the section reserved for private information. This section is viewable only by you and the company so your personal info stays safe and secure.

Thank you,

Geri Gripester
Gripevine Customer Advocate

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knittingzombee's picture
knittingzombee
110

Looking for:

    Apology
    Compensation
    Refund
Knit Picks
Awaiting response

Stats for this gripevine

Wednesday, December 12, 2012 - 18:56
Knit Picks
13118 NE 4th St
Vancouver, WA
us
Billing, Discrimination, Fraud, Misrepresentation, Poor Service, Unethical Behavior
2
296