Tuesday, August 21, 2007

Not Surprised... (Joann.com "update")

Good News: KnitPicks has shipped!
Bad News: No tracking number provided. ***Thanks to Carol (Needles), I figured out where I needed to go to find the info... my stuff is in Ohio at the moment***

No new information about my Joann.com order. (It's too bad I can't cancel this out and have my gift card refunded/reloaded.) Plus, I just read a bunch of reviews on BizRate and while in general, Joann.com has a good reputation, other customers have recently experienced difficulties which sound exactly like what I am currently dealing with.

Let's face it, Joann's doesn't have much in the way of competition when it comes to buying craft items online. Sure, there are lots of sites which sell yarn while others specialize in scrapbook items and still others who offer up fabric, etc. However, for the "big box" craft buying experience (i.e. a little of everything all at once), its Joann.com. If it wasn't for the gift card I wouldn't have even bothered, why? Because there are so much more higher quality products to be found if one doesn't mind spending a little extra time seeking them out. I truly regret not taking the $50 gift card to my local store and buying whatever I could see and touch. I tried to take the easy (child-free) way out and it is really biting me on the bootay.

There seems to be a blatant disconnect between the order process on Joann.com and order fulfillment. I understand that stuff happens: a ball of yarn might get stepped on or soiled in the warehouse, or a lamp might get dropped, etc. What I can't understand, and can't excuse, is the lack of informed communication AND the lack of flexibility. I was told, on the phone, that I couldn't substitute items and I couldn't cancel... I suspect that the use of the gift card has thrown my order into limbo. If I had simply paid by credit card, they would have likely canceled that portion of the order which couldn't be fulfilled, shipped what they could and charged me for whatever I rec'd. The term BACKORDER has yet to be used either by email or during that one phone call to customer service.

So... I've sent another email to customer service, for all the good it will do...

On a happier note, I am very patiently (no, really) awaiting my order from Lisa Souza, as I already have a list of colorways I want for my next order!


jo said...

i feel your pain. and i think we should stick to this touch-it-before-you-buy-it policy. and again i recommend sarah's yarns b/c they send out samples for this very reason, and their stuff is quite reasonable. ;)

and on another note: after a week with Darcy's kids i may have broken down a little bit of that fear of munchkins, so if you need an extra pair of hands/eyes/ears so you venture from the castle's keep, give me a buzz. Plus it's one more way you can avoid the babysitter decision and still get done what you need to. ;)

Needles (aka Carol) said...

I'm sorry that you are having all of these problems. I've only ordered from them once but your experience will have me think twice about ordering again.

About KnickPicks orders. Did you go to the website & check your order status? My orders have had a tracking number link on the order page.