Review Time
I wouldn’t give them any stars if I could :((I ordered Yarn for about 94 $and when it at last arrived in Denmark it was sent back from the airport tax…. I tried to reach LB many times, and also contact the postal service, by mail and telephone, but no use.:((Luckily I paid with PayPal and they took over and LB still didn’t answer. So I got ALL OF MY MONEY BACK.:)) Thank you PayPal. Instead of loosing a lot of money and no Yarn which I had looked forward to.I don’t get it!!?? Isn’t a big firm in USA?
I ordered 5 skeins of yarn for a baby blanket. I received them with one skein being damaged due to their very sloppy and improper way of shipping. I returned them with this detailed explanation. "3 skeins were tightly enclosed in an original sealed plastic bag. The other 2 skeins were left in a similar plastic bag which had been largely ripped open, both across the top and down the front - I assume in a very hurried attempt to remove 1 skein from another originally sealed 3 skein bag. Both of these bags of yarn were then placed in a large, very thin plastic bag for mailing in which the 2 loose skeins jostled around in all the extra room causing the paper label to be torn and the yarn to become loose." Before I even opened the bag when it arrived I was shocked at how poorly it was packaged and the contents proved it. I of course returned the order in their original bag feeling that after paying $7.00 for shipping, I shouldn't also have to pay for shipping a damaged returned product! However, I at least expected a full refund for the price of the product itself. Some weeks later I received an email notifying me that they had issued a refund for 3 skeins of yarn - no explanation as to why not all 5. I contacted them by email telling them their refund was unacceptable as I had returned the entire order in the exact condition in which it had been received. I never received a phone call or an email in response until a month later when I received a "DO NOT REPLY" email from them stating that "your ticket was marked as resolved. No further action is required on your part." Yarn may not break like glass, but when a return will only be accepted "in unopened and original packaging" then they should hire, train and pay people to ship their product in a way that it will be received in such condition. They have basically stolen my money and make it very difficult, if not impossible, to contact a real person.
I ordered 3 skein for a blanket. I received only 2, I noticed and wrote them multiple times. They did not send me the missing skein, which I already paid, and marked my ticket as done. I will never ever ever buy from Lionsbrand, and I warn you: no support, even if THEY did something wrong
Very poor customer service. I've been trying to resolve an incorrect refund of items return as its going on 5 business days to date. I created 2 tickets and left several voice messages to customer service - no response from either. I returned unused packages of yarns in their same packaging (in good condition) and was only partially refunded for the items returned. They sent an email marking the items received and to be refunded, yet refunded the incorrect amount. This is my first time ordering and will be my last. I definitely would not recommend.
Ordered a knitting kit. It arrive with 2 skeins of yarn missing. I have sent emails to customer service and left messages on their company support line. No one answers the phone!!! No one responds to your voice messages. Stay away. Terrible customer service!!!Interestingly, shortly after my review was posted. I received an email from Lion Brand stating that my two missing skeins of yarn were being shipped.
The yarn, prices, and sales are all great. The shipping is so bad it's kind of insulting they charge for it. I've done 3 orders so far and honestly I probably won't be ordering much directly from them because the shipping experience is just so awful. Order 1: My first order I received it in a little under 2 weeks, which isn't too bad...except that they never told me it had shipped. In fact, I received the first e-mail notified me it had been shipped out 2 days *after* I received the order. Order 2: This order took ~3 weeks just to get it out of the warehouse. Once it was out I did receive tracking information and that all went normally. But 3 weeks to fulfill an order—never mind the shipping—is ridiculous. Order 3 was too recent and I haven't received anything yet, nor am I expecting to receive anything soon. But I do see that the website updated recently to say they aren't fulfilling orders until 2/5 because they're doing inventory, which would have been nice to know when I'd placed my order just under a week ago. The frustration of dealing with the shipping just isn't worth it to me, especially since I can get their yarn elsewhere. I may order very occasionally with decent sales for things I can't get elsewhere (like the Santa Sack) but I'll be avoiding purchasing directly from them as much as possible because it's such a pain. Even worse, the messaging about the shipping acts like this is due to a recent influx in orders but if you look online you'll find people complaining about the shipping for *years*—even before the pandemic! So it seems like at this point they must be well aware of the issue and they just don't care.
I placed an order 3 weeks ago. The order has never shipped. There is no way to contact customer service other than voice mail or email. The company does not respond to either. In essence, the company will take your money and not send the products. Is this not theft?
I placed an order for 48 skeins of yarn. Took three weeks to get here but only 12 were shipped. I submitted support tickets 11 times, either they didn't respond or their automated messages said "your shipment was delivered" with a fedex picture of a small box. I would reply and say that box only had 12 in it where are my other 36 skeins? It's now been 3 1/2 months still nothing. I am calling my credit card company to request a refund. Horrible service is too kind for this company. Stay away.
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Founded in 1878, Lion Brand Yarn Company is the oldest producer of knitting and craft yarn in the United States.
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