A Gold Star for Blue Moon
It’s one thing to buy something and have everything go right during the transaction and to be happy with the results. It’s entirely another to buy something and have a problem and still wind up happy. Customer service, particularly when a large corporation is involved, often leaves much to be desired. This is why I love dealing with small companies, and with real craftspeople who care about their work.
When I discovered a problem with a newly-purchased skein of STR, my kneejerk reaction (after years of poor customer service from so many companies) was to dread the process of dealing with it. Would they respond? Would they agree it was a problem, or would they act as if I was crazy and had caused the trouble myself by virtue of complaining about it?
I’ve lusted after STR Lemongrass for months, and finally ordered a skein. On the outside, it looked perfect, gorgeous and glowing, precisely the color I wanted. But when I started to wind it into a ball, this is what I found:
Blurry photo, I know. My camera will only zoom in so close. But you can see that there are tiny red dots sprinkled on like cayenne pepper, as if the skein had been the victim of a dyeing accident. And now that I look further, some deep green dots as well. This would not do. Clearly, this poor skein had a tough time in the dye pots and wasn’t up to Blue Moon’s usual, beautiful standards.
I emailed Blue Moon right away that night, with a sinking feeling. But my worries about being stuck with an imperfect skein came to naught. These folks know how to treat a customer.
I got an email back first thing the next morning. No questions asked, they acknowledged the problem with the yarn–something that apparently can happen occasionally with that combination of dyes–and promised to have a replacement skein dyed for me and sent out right away.
True to their word, within just a few days this gorgeous, perfect skein of Lemongrass arrived in my mailbox:
Everybody makes a mistake or turns out a
less-than-perfect piece of work sometimes. But really good
craftspeople and vendors, the ones who care about their customers?
They make it right. Like I said, no questions asked, no hassle, no insinuations that I’d done something wrong by bringing it to their attention. I couldn’t be happier, and I’m certainly going to buy from Blue Moon again as soon as I can justify sneaking more yarn into my stash (avert your eyes, my dear husband). A special thank you to JoAnn, who handled this start to finish with a personal touch!
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