Saturday, January 12, 2008

Boo! Hiss!!! Boo!!

Well grump! No beating around the bush, I'm just going to come right out with it--I'm super pissed at WEBS. I've been waiting patiently for my yarn since placing the order on January 3, and noticed today that my credit card hasn't been charged yet. Uh oh, that almost certainly means my order hasn't shipped. So since, inexplicably, they have no order tracking system on their site, I email customer service to find out what's what, and lo and behold, my order hasn't shipped. It hasn't even been processed yet, it's "in the queue." Blah blah blah, some sob story about having a backlog because of their year end sale. Well, that's all well and good, but I see no reason I couldn't have been notified of this delay--they've got my email address, phone number, and home address, right? They also could quite easily have placed a notice on their site (a la KnitPicks and their warehouse move) indicating a possible delay due to the volume of orders. But no. I got no warning, no notice, and so, no yarn (and before you accuse me of being an impatient biotch, I also recently placed an order with Yankee Candle; their website indicated that due to the high volume of orders because of their year end sale, processing and shipping would take a couple weeks--so I haven't gotten my candles yet, but I'm ok with that because I was forewarned.).
I find this lack of communication so frustrating--if you anticipate a delay in processing and shipping, SAY SO! I think most customers would expect their orders to ship within a week, if not less time, so if it's going to take longer than what might reasonably be expected, a notice is in order. You'll have a lot more happy customers if you keep them in the loop, rather than forcing them to email you to find out where the hell their stuff is.
So, no more WEBS for me, I'll be scurrying back to KnitPicks.
(As always, I welcome comments, but please don't leave one about how great WEBS usually is, isolated incident, give them another chance, etc.--I do realize that, obviously, they must be making some customers happy, otherwise they wouldn't be in business!)

3 comments :

Clumsy Knitter said...

LOL! I'm waiting for yarn from Knit Picks so I can start my next project. You just can't win, no matter what you do!

ames said...

A lot of people have been unhappy with WEBS lately. I think I shall avoid them. KnitPicks was awesome for me - I got an e-mail saying my package would be delivered in 5-10 business days, and it arrived Saturday. \o/

leann said...

ugh. that's no good! this is the first i've heard about knitpicks, too, and i just ordered from them! Bah Humbug.