During the 2025 Black Friday/Cyber Monday sale, I purchased two bundle sets of yarn: a dozen skeins of Heartland and a dozen skeins of Basic Stitch Skein Tones. When I added these to my cart, an additional set of each item appeared with FREE listed as the price. I'm thinking it's a surprise bonus. Cool, right? Two weeks elapse, the order ships, then finally arrives; the original two sets are in the box, nothing additional. I check the website to see "partial" under fulfillment status. All e-mails state that "some" of my items were on the way or delivered.Okay, but where are the others? I drop an e-mail to customer service asking for clarification. No response. I wind up writing a complaint with the Better Business Bureau; LBY opts not to contact me despite the BBB asking them to do so. It's now been approximately one month without any contact other than one automated response acknowledging my initial e-mail request. I'm not asking for the moon; if it *was* a bonus promo and they ran out of stock, I said what I'd accept as a substitute (different colors from the same product lines, which is not outrageous). The yarn quality is there, which is why I made a purchase in the first place. The lack of care and follow through from the customer service team as well as senior staff really rankles.
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Founded in 1878, Lion Brand Yarn Company is the oldest producer of knitting and craft yarn in the United States.
