The yarn shops in the recommended links thread have been placed there because I or someone else have had good experiences shopping with them. If you've used the shops, and haven't been impressed with any aspect of their service, then let me know and I will remove them from the list.

I've just removed one myself. I ordered some yarn on February 18th. On the 20th, I received an email to say that the order had been shipped, and the order screen on the web site was updated to 'order shipped' too.

I had a message to phone them about the order yesterday (March 1st). Just phoned them back and found that one of the yarn colours I'd ordered had been discontinued, and contrary to the email and the order screen, the yarn hadn't been dispatched.

When I pointed out the discrepancy, the person I spoke to was surly (Her: "well it hasn't been dispatched", me: "I'm looking at the order screen now, and it says 'order dispatched'", her: "well it hasn't been"). No explanation or apology. Her manner was such that I cancelled the order, upon which note she put the phone down on me.

Sorry, but poor customer service is unforgivable. A simple explanation of the discrepancy, early confirmation that the yarn was discontinued and an apology for the delay would have been enough, and the order would have remained.

EDIT: Have been advised to remove the shop's name, which I've now done. PM me for details.

Personally, I think its a good idea. A lot of stores must get customers who go there because a friend has said how good they are.

BUT. A few weeks ago, I posted a question on a knitting forum to ask if an online store was ok to use. Within seconds, I had a PM from a mod saying she'd removed the thread because they don't discuss that sort of thing for all sorts of reasons. I've never had a thread pulled before and its not a nice feeling, especially when the mod made me feel like a school girl again!

As Hecate knows, I had a bad time with one online store recently, and I'm very wary about where I get stuff from now. But, I do think its a good idea to have a thread like that.

Absolutely agree, Jules. Shops who have good customer service deserve to flourish, and we'll continue to recommend those we've had good dealings with on here.

I ordered some wooden DPNs from a certain online shop recently. It took them 10 days just to e-mail me and tell me they had none in stock and would send them as soon as possible. I don't think I'll use them again.

Should I PM the name?

I ordered some wooden DPNs from a certain online shop recently. It took them 10 days just to e-mail me and tell me they had none in stock and would send them as soon as possible. I don't think I'll use them again.

Should I PM the name?
Yes, please do :) .

I had a bad experience with a certain online shop which I'm sure has been mentioned before. I order a mag on November and was told they didn't have it in stock but would be getting it in shortly. 6 weeks later they finally decided to tell me that they weren't getting it in - by which time it was too late for me to order elsewhere. Total lack of communication between the staff members, at one point I was emailing one, speaking to another, and having answer machine msgs left from another all within a period of a few days. They didn't even know they other staff members were dealing with it too.

Anyway I complained and got a couple of balls of Regia sock yarn instead of the mag. The sock yarn was worth about 75p more than the mag and even that took them enough umming and aaahing over deciding whether my custom was worth an extra 75p. I got told to 'keep it to myself' that they had given me 75p compensation. Oooops... me and my mouth! :D

Forgot to mention that I always always try and use Get Knitted for any online purchases - they are fab!!!

I use GK 95% of the time too! I ordered Vogue and Interweave mags on Sunday night from them and they were here by Tuesday morning!

Forgot to mention that I always always try and use Get Knitted for any online purchases - they are fab!!!

I agree here whole heartedly - she is fab (and send me freebies too:D)

I've got one that I wouldn't touch with a barge pole again. Took them nearly 3 months to ship the stuff - and also told me they had mispriced something so charged the higher price, then swapped some stuff to "the same price" as the stuff I wanted.

What a pity we can't name and shame these places! Poor service is just un acceptable, doesn't matter if its online shopping or high street shopping.

GL Note: I agree with all the comments about poor service, but just to confirm the official SF Forum view on 'naming and shaming' on the open forum: it isn't allowed due to possible legal ramifications.

If anyone has any issues with the shops mentioned in the 'recommended links' thread, please PM one of the group leaders and we'll look into it. Thanks :) .

I've got a complaint,;) about The Wool Baa.... ;) ;) ;)

I can't carry all Jill's stock home with me, as I'd like! :( :lol::lol::lol::lol:

:P Perhaps Jill would help, do you live far?:hihi:

:P Perhaps Jill would help, do you live far?:hihi:

no, I'm only about ten minutes' "walk" from her shop. :lol:

I've got a complaint,;) about The Wool Baa.... ;) ;) ;)

I can't carry all Jill's stock home with me, as I'd like! :( :lol::lol::lol::lol:

You're doing a pretty good job as it is!

I have a complaint about the Wool Baa too. Last time I went, Jill only had one type of chocolate biscuit(shocking, I know!) and the cup of tea she made me was ever so slightly too hot when she brought it to me. You just can't get the service these days.... :wink:

I would also like to complain about The Wool Baa. It is too far away. I think Jill should be more accommodating and go mobile aswell!

I had a problem with a wool shop in l**ds today. (NB, not the stall in the l**ds market:- I've got to say, for friendliness, and helpfulness, theywere almost on a par with Jill, and her shop...)

the staff of this other shop were, IMO pig ignorant.

OK, they were closing... but all I wanted, was for them to spare two minutes to tell me if they had/ could source me a special wool yarn, or to tell me, seeing as they didn't have a sign in their window giving opening hours, when they planned to open next...

If they are so flush for custom, that they could not spare a few seconds, to let me know, even that, then they won't get my custom, ever. I'm disappointed because there's no website for me to write to them, and lodge a complaint.

They were stood by the window of the shop, the lights were all on, and the record was stuck in the groove:- <nose snottily in air, mouths pointedly> "We're C-L-O-S-E-D."

What would it have hurt for them to have actually thought enough about their reputation, and customer service, to just pop their head through their (inaccessible to me and my chair) door, and say " Are you ok there? I'm sorry but we don't open till ~~~~!"

You know, PT, it really surprises me when shop staff behave poorly towards their (potential) customers. As you point out, it can make the difference between a customer who will perhaps come back to you time and again, and recommend the shop to their friends, and permanent loss of business.

I think it's particularly important with yarn shops (and similar shops which involve much more than simply selling the goods). Surely yarn shop owners share their customers' love of all things knitting, and as such the job is much more than simply shopkeeper/worker; it's teacher and enthusiast too. If you fail at the first hurdle (actually getting the customers through the door and good, basic customer service), then they don't get to impart their enthusiasm for knitting and share their expertise. Oh, and their profit falls too, which is slightly important when running a business :hihi: .

In your case, PT, the couple of minutes it would have taken just to explain the situation and answer a question or two would have made the difference between a happy customer perhaps recommending them on here and elsewhere, perhaps returning to them time and again, and an annoyed one who won't darken their threshold again.

As for the inaccessibility to wheelchairs issue; forgive my profound ignorance on the subject, but I actually thought it was now illegal for a shop not to be accessible to folk in wheelchairs?

The items I was after would actually have potentially been a massive order for the shop. it would probably have been worth £60 or £70 at least. it was a specific, 100% wool, yorkshire-guernsey worsted-spun yarn I was after.

Apparently, the shop has a wide-reaching reputation for lack of customer service, but because it is pretty much the only shop in l**ds that does the specialist yarns, folk are forced to use them or no-where. Customers are in a bit of a cleft-stick.

As for accessibility, like in many towns and cities, there are many shops in l**ds city centre which still don't comply fully with the DDA (Disability Discrimination Act which says that disabled persons are entitled to equal access to goods and services) And until the Act is given some "teeth" by the government, shops and premises will continue to flout the Law

Some shops with steps will make what "could" be termed a "Reasonable Adjustment" under the Act, by bringing a selection of goods to the door, when they realise one cannot get in, other shops, the staff just look "gormless" and shrug their shoulders. (and of course, they lose my future patronage)

The thing is, in fine and mild weather, sitting outside a shop in a wheelchair is not a massive hardship, albeit a little undignified.

I do worry about the vulnerability of a customer doing this, getting their wallet or purse out in the street to pay, and the potential for a mugger or pickpocket to see where the wallet is kept, and to steal it.

However, added to the risk of robbery, if the weather is cold, wet, windy or snowy, etc., I don't consider being served outside the non-accessible shop an acceptable alternative.

And to answer your point:-
In your case, PT, the couple of minutes it would have taken just to explain the situation and answer a question or two would have made the difference between a happy customer perhaps recommending them on here and elsewhere, perhaps returning to them time and again, and an annoyed one who won't darken their threshold again.

Yes, I agree entirely... what would it have hurt them, to have been polite, and considerate. Even just to come to the door and let me know what their opening hours were.

And of course, they forgot the first, and golden rule of customer service:- if someone is happy, with a company's CS, they will tell others. If someone gets shabby CS, then they will tell far more people, and tell them more readily.

Indeed, they won't be getting any of MY custom, ever again, and, if I can help it, I will ensure that I will persuade my friends and aquaintances to boycott them, too.

The items I was after would actually have potentially been a massive order for the shop. it would probably have been worth £60 or £70 at least. it was a specific, 100% wool, yorkshire-guernsey worsted-spun yarn I was after. ...
Just a question about this. Have you found an alternative source for this yarn, or a suitable alternative? If not, you could post the details here and we could have a go at tracking it down.

I've found the company ( http://www.iriss.co.uk/British_Breeds_Guernsey_Yarn.htm) who spin the actual wool, on the net, they do the Guernsey (jumper) kits, for about £67. However, I don't have a credit/debit card/ current account/paypal which makes it rather difficult to order what I want over the net.

ps, aren't these just gorgeous!?
http://www.ganseys.com/gallery.html

Wingham Woolwork have 5 ply gansey yarn in cream and navy, Frangipani have it in tonnes of colours.

http://www.winghamwoolwork.co.uk/guernsey_5ply.htm
http://www.guernseywool.co.uk/

If you can get to Wentworth then you could buy it from the former in cash, you're right that without plastic or a current account you're stumped for buying over the net.

As for accessibility, like in many towns and cities, there are many shops in l**ds city centre which still don't comply fully with the DDA (Disability Discrimination Act which says that disabled persons are entitled to equal access to goods and services) And until the Act is given some "teeth" by the government, shops and premises will continue to flout the Law

Some shops with steps will make what "could" be termed a "Reasonable Adjustment" under the Act, by bringing a selection of goods to the door, when they realise one cannot get in, other shops, the staff just look "gormless" and shrug their shoulders. (and of course, they lose my future patronage)

The thing is, in fine and mild weather, sitting outside a shop in a wheelchair is not a massive hardship, albeit a little undignified.

I do worry about the vulnerability of a customer doing this, getting their wallet or purse out in the street to pay, and the potential for a mugger or pickpocket to see where the wallet is kept, and to steal it.

However, added to the risk of robbery, if the weather is cold, wet, windy or snowy, etc., I don't consider being served outside the non-accessible shop an acceptable alternative.

This isn't acceptable, is it? To try and give some teeth to the Disability Discrimination Act, I am in a new job about this and I would be happy to take on any complaints under the Act. I work at Sheffield Law Centre - tel. 273 1888.