Anyone who reads this blog knows how much I love to knit. Anyone who reads this blog knows that I am loving knitting hexipuffs at the moment among my many other knitting, crochet and other crafty projects. What started me thinking about buying mini-skeins of perfect sock yarn for knitting these puffs was KnitCrate. I even mentioned them in this blog post back in May: Carrot or Stick? … and Honeycomb.
Back in May, I was thinking about jumping straight into a subscription with KnitCrate. Their website told me that by subscribing to their Mini-Skeins crate I could expect to receive all kinds of delicious yarns each month and I was so excited! But I took a deep breath and decided to trial things first, and I made a single purchase, their Beekeeper’s Quilt Kit which would contain everything, including the pattern for the Hexipuffs, some beautiful yarn, some double pointed needles, etc.
I put in my order on May 25th, my credit card was charged, and then I waited. On May 29th I received an email saying that my order had shipped, but the tracking number in it was for US parcels only. I didn’t worry too much about that at the time. A couple of weeks later I felt impatient and ended up starting to knit the Hexipuffs without that crate, knowing that when it arrived I would have some more cute mini-skeins to knit with.
Most parcels on average arrived from the USA to me within a few weeks. I ordered boots online on July 12th and they arrived this week, for example. I ordered other mini-skeins at a similar time to the KnitCrate order and it arrived by 19th June, remember this post? So at the end of June I followed up on my order, asking politely if they were able to tell me if they knew where my parcel was.
The generic response I received told me that KnitCrate parcels can take 4-6 weeks to get to Australia and that I should contact them in mid-July if I still hadn’t received it. Conveniently, this pushed me out past the PayPal 45 day dispute time, but I didn’t think of that at the time. On July 12th I contacted KnitCrate to ask if they knew anything more, and got a similar response with a note that my query had been closed as resolved. This sentence was in there: “We pay extra to have undeliverable packages returned to us, which has only happened a handful of times since our launch in November 2012. If your package is returned to us we will immediately contact you.”
Has anyone ever heard of this? “pay extra to have undeliverable packages returned to us”? Why didn’t they pay extra to register the parcel for international tracking? A week later I contacted them again to tell them that I was unhappy that they closed my query and that this is an unusually long wait for a package from the US. I got another generic response, this time telling me that parcels to Australia can take 6-8 weeks and that if the parcel was undeliverable it could take them 4 months to receive it back and that I should wait. “If the package is returned to us then we’ll contact you. Otherwise, we currently assume the package is in customs clearance and will reach you shortly.”
When I wrote back and asked what their next step would be if the parcel never reached me or was never returned to them, I got no response at all. So now I am very unhappy and as KnitCrate encourage their “subscribers” to post reviews online, I guess that is what I am doing here. They clearly have many happy customers in US but I would never recommend anybody order internationally from this company. The postage cost was ample for them to register this properly with international tracking, and their response to my queries about my missing order has only left me $75 or so poorer (Australian Dollars).
I am sad. Lucky I have lots of yummy yarn from other reliable suppliers to get me through.
Edit: Update, after my friend suggested I post something to their Facebook page I did so this morning. And … they deleted it. I wasn’t abusive, so there was no need.