knitnana: Good Customer Service...

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Thursday, January 15, 2009

Good Customer Service...

As much as I mourned the loss of our Knitter's Knook when it closed, I still had high hopes that the newest LYS in town, Yarn Explosion would be successful (and opening during this economy, frankly didn't bode well, I knew).

But I want to tell you something. Yarn Explosion really understands customer service and that's half the battle in business today! So I've got my fingers crossed - the store is delightfully bright and sunny - not just lots of windows, it's beautifully decorated, with lots and lots of yarn...lots of yarn! And a friendly, knowledgeable staff, too!

I phoned them this morning to tell them about the Berroco Sox problem from yesterday. They told me to bring it in.

Well, I hesitated...then I said, "I've finished one sock. I am NOT returning this yarn, because it's fine, I can work out the striping, and, well - I've finished ONE sock! But I will bring it in to show you." (Where socks are concerned, I'm a PRODUCT knitter, I was not giving up my half-completed pair! lolol!)

But I did phone, because Jocelyn pushed me a bit with "They need to know if they've got a bad batch, they've got to be able to tell Berroco..."

And she was right.

By the time I got there at lunch? Mary was waiting. She'd seen my blog post. I handed over my sock, the 5 "barf balls" and the toe of the second sock OTN.
She returned in what seemed like seconds - I was standing there drooling over all the new sock yarn they've gotten in since I was last there in November. I was trying to keep myself under control ("Sallee, remember your Personal Sock Club, you're knitting from stash...") - but oh, my they have the Regia Kaffe Fassett colors, and I have to tell you it was almost more than I could bear...

"Pick out a ball to replace this," Mary said.

"OH! Really? Well...okay, I will, if you insist!" (Now you understand my post title, right?)

So I got another ball of the Berroco Sox - in color 1476 which, frankly, is RED HAT colors - ok...there's a little pink with the purples and reds, but that works for me. (And yes, I also bought two balls of Mission Falls 1824 wool in black for my Log Cabin that I'm making steady progress on these's great to have draped over me as I knit with the thermostat turned down! lol)
My promise to Mary? That I will knit this up straight away (as soon as I finish the greens and blues) so I can tell her if I have any trouble with THIS ball...

But you know? I'd already knit two pairs of socks of Berroco Sox - one for me, one for Big Sis - and there was nothing wrong with either of those, so maybe the green/blue ball was a fluke? I surely hope so. Because I really DO love Berroco Sox socks...

You can bet that customer service is alive and well in our little corner of the world - at least at Yarn Explosion!

Now if I could just work out my schedule to clear Saturday mornings to join Mary and all for their sock group...maybe in February?


Blogger Knitting Linguist said...

Oh, I'm so glad that it worked out so well (I'd have felt awful if the nudge led to a bad experience). We'll be waiting with bated breath to hear what happens with this next ball! :)

8:41 PM  
Anonymous Anonymous said...

I just love happy endings! So go on, cast on a red hat sock...we're all waiting to hear how it goes.

11:41 PM  
Blogger teabird said...

That Berocco has some great colours - not really Red Hat, if you ask me! And that's awesome customer service.

11:45 PM  
Anonymous Anonymous said...

Wow. That's GREAT customer service!

I really like the new colors that you chose.

11:51 PM  
Anonymous Carrie K said...

That is good customer service!

12:20 AM  
Blogger Jennifer said...

That is wonderful customer service!

11:21 AM  
Anonymous Anonymous said...

That's so fantastic! Yay customer service and wonderful yarn stores!

12:54 PM  
Blogger Ruinwen said...

I'm so happy that you have a great LYS with super customer service to boot! That new sock will be lovely! :)

7:56 AM  

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