I've ordered yarn online with varying success. There have been highs, like the orders from
KnitPicks and
Woolgirl that were simple and uneventful (and with fun little extras in the case of Woolgirl). There have also been lows, like the order from an obviously small, independent dyer that ended up taking about 5 weeks, had very little communication, and whose end result was yarn that didn't look at all like I expected. And then there's the fun of lost packages.
In the beginning of April I placed an order with
The Dizzy Sheep, who much like
woot.com only offers a single deal per day. Having seen all of the hype on Ravelry about
Malabrigo yarn, I decided I wanted to try making something with it when it showed up as a Dizzy Deal. The order went smoothly and seemed to ship incredibly fast and was even due to arrive on a day I had off work. Except it never actually arrived despite the USPS tracking that said it was delivered that day. And we didn't get any other mail that day either. After nearly a week of calling either our mail carrier or the postmaster once per day it was obvious that despite claims that the postmaster was working to track it down it was gone. Our mail carrier was not to blame as someone else was subbing in for her that week (and I do believe this because she's always been good about leaving notes for us and was the most helpful person I talked to in trying to track down the missing package). The postmaster who would supposedly call me never did. When I called him he told me the carrier who subbed in didn't remember anything about it but would have left it if we weren't home, even though I repeatedly told everyone involved that I was home all day. I never heard from him again.
So, even though I felt guilty asking because it wasn't their fault, I contacted Dizzy Sheep support to inquire if it was possible the package was insured and if so whether I could get a replacement. They kindly responded:
Although the package was not insured, our goal is to have satisfied customers. If the Postmaster does not find the package we can
- ship you replacement yarn - this would normally be the easiest solution, but unfortunately we currently do not have that particular color in stock. I will have to check on availability and delivery time.
- ship you an alternate color
- refund your purchase price
Let me know your preference.
I know it's good business practice, but I was still appreciative that they were willing to send me a replacement even though it was not their fault.
Now I know it seems like I'm babbling on and on without much of a story (I'll give you the babbling part regardless, somehow I just can't help it), but here's the thing: After very quickly receiving my replacement yarn in a new color I made sure to send them an appreciative email message letting them know that it had arrived and to say thank-you for going through the extra effort to replace it. Then, a couple days later I received a response with the following:
I'm glad to hear that the replacement yarn made it to you and Dizzy hopes you enjoy your project.
For being the first customer to have an order lost in shipment, Dizzy wants you to give you a personal discount code for 10% off any one deal through June 30, 2009.
Now that was just plain above and beyond (and quite the illustrious distinction to receive, hehe)! There are definitely some businesses out there that don't understand how something so simple can really affect how you feel about ordering from them. So I decided to share the story here, because many businesses look good when things go smoothly, but how they handle the hiccup situations can really affect whether you ever buy from them again. I know I definitely have a discount code that I'll be using soon.