Complaints

• Initial Complaint

  02/17/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I purchased yarn from Yarning for Ewe on January 28, 2022 in the amount of $369.68. ***** and ***** are the mother and daughter owners. I asked them to wind the yarn which is customary that a store always do that for clients when they purchase from them. I was told the machine was broken but they would do it manually. While at the store that day another woman/customer kindly offered to help me get started on my project and I gratefully accepted. ***** apparently grabbed the woman by the arm and told her she was not allowed to help another customer. Before the woman left she passed me her number. After she left ***** was angry and wanted to report her and ban her from the store for helping me! She continued to rant for 30 minutes about how unacceptable it was for someone to help someone else. I told them I was grateful for the woman's help and to leave it alone.One of the ****** was improperly rolled into a ball which resulted in numerous knots, 4 hour of work for me trying to salvage the material. I called and spoke with ***** who told me they would not accept returns or assist with the yarn and that I would need to send it to Ravelyry and pay someone to untangle it. The following week I went back to ask for help with the yarn and to see about getting a refund. They immediately told me I'm not welcome in the store, will not wind any of the yarn I purchased, will not give me a refund, that I'm not welcome in the store and in fact banned! The told me to leave immediately! I asked if I could use the restroom and ***** continued to yell and tell me to get out and never return. I definitely want to report this unprofessional behavior to the BBB. I am also seeking to be fully refunded. I have filed with **************** to be refunded too. They sold me yarn that was faulty, it was rolled up improperly, refuse to complete the transaction to wind the additional yarn and I have suffered verbal abuse for no reason.

  Business response

  02/18/2022

  Customer walked in on Jan 28th, 2022 want*** to make a blanket which she has sene on TV and social media. We gave her a yarn suggestion and also helped her for an hour to understand the pattern. Customer paid $348.75 for 10 ***** of yarn, needles, and some markers. The additional hour help was given for free as she had spent money in the shop. From 4:27pm to about 5:30pm, we sat with customer (who REFUSED to put on a mask because she was vaccinated) and taught her how to cast on. One of our employees and many of our customers are cancer patients so we prefer masks as it is safety precaution for our staff and customers.I mentioned to the customer that my ball winder is broken (the motor has burnt out) so we are unable to wind up yarn.She said not a problem, I will go on ******* to figure it out.

  For our other customers, wind*** up yarn is not an issue as many yarn shops do not wind yarn or have this service and they prefer to do it themselves. It is truly not a hard process but it does take some time a patience. Customer left with out pay*** for our time and classes as this was someth*** we offered as she had spent money in our shop. Our learn to knit series is $115 which includes three 90minute lessons. We have taught thousands of students to knit. As this was offered to her, we were told she did not want to take classes or pay us for our time because she had "spent thousands of dollars" on this project. As we are a high end yarn shop, we sell luxury yarns from all over the world and our prices reflect that. I consider us the Neimans  of yarn shops. 

  Customer walked in a week later (without mak*** an appointment) want*** to know basic knitt*** skills.And yet again...no MASK! We have also posted a sign on our door ask*** customers to call us before entry so if we can manage safe social distanc*** protocol. We already had students present and we have a rule of 2 customer minimum in our shop as it is small. Our rules were disregarded and customer walked in walked in, plopped her $2500 Louis ******* bag on our table and told us we need to teach her how to cast on. We told her absolutely yes we would love to teach you but it will be a class and there will be a nominal cost of $10. Ms.****** bluntly stated she did not want a class. Apparently, my time is not valued and the education I needed to give her was not of any value except for free...Somehow other customers can pay but Ms. ****** is above pay*** for help as the rules do not apply to her. She sat there with ******* on full volume watch*** a cast on video while disturb*** our other customers who have paid us for our time. Two other customers walked in who are from ************** and one started help*** her. I asked them to stop as we charge all customers for help and this customer in question is not free from rules. That customer got upset as well and NUMEROUS racist comments were passed. For example, one of the comments made was about how children's books have been taken off shelves that don't have racists under tones and people are far too sensitive nowadays. We have a sign posted on our tables with a set of rules and it states that we do charge for help (usually between $5-20$ depend*** on time taken) and that help is only provided by YFE employees as this has ruined customer projects in the past. As YFE employees are the experts, we prefer teach*** our students so their projects can have the best outcome. ONCE AGAIN, these rules are stated in four places on our tables and have never been an issue. Until recently.

   After TWO hours, ****** left. She did not pay for her time per usual.

  She recently came back again on MONDAY, Feb 14, 2022, want*** more help and asked us to wind up yarn. ****** walked in with her cellphone on speaker as loud as possible discuss*** a possible chartered flight with her travel agent on a vacation she would be ak*** with her husband and two sons. And ONCE again, she had no mask on. Ms ****** and her ENTIRE family had flown in a PRIVET JET to go watch the Super*owl this past weekend and had been surrounded by thousands of people. She did not have the courtesy of protect*** people she come in contact with and felt that she did not need to wear a mask. As before, help was needed but she did not want to pay for said help. An employee stated our ball winder is still not work*** and someone will be in later that day to take a look at it. If it was fixed, we would call her and let her know so she could have her yarn wound up. Ms.******, went *EHIND out counter and said she would wind it up herself. She was then asked to remove herself from behind the register as guests were not allowed behind our register/counter.  A racist comment was made in the lines of stupid ************-vid be*** an excuse. One employee said that if she didn't want to pay for any more help, that she will have to leave as we have more customers wait*** outside to come in. She then swore profanities at the employee call*** her a F-*** Indian and the * word and stormed out say*** she will "*last us on social media" and "Make your lives a liv*** hell". 

  I feel like no one has ever told this rich upper class white lady no before. If you don't want to pay someone for their time, you can not expect to receive a service. Our job is to sell yarn and teach...both items come at a cost. Our business has been open for ten years and we pay rent and paychecks by teach*** customers. That is how this small business owned by an immigrant and a first generation Indian make a liv***. At this point, Ms ****** has done a chargeback of $369.98 on AmEX AND has been bully*** and harass*** and slander*** us on social media.*ecause we told her she is not above any other customer and must pay for help (a measly $10) she has been slander*** my small business across social media and tarnish*** my companies name. If this isn't racism at its finest, or bully*** for that matter, I don't know what is. At this point I am disgusted that these situations do arise. I own a small business and don't have time or mental energy to fight these battles. We are open 6 days a week and I work over 60 hours a week. I do not have a rich husband who can whisk me and my kids away on a privet jet at the drop of a hat. I work hard for my money and we have managed to keep our incredibly small business open through Co-vid. To keep my customers safe, we do not go anywhere in-between work and home. Our employees are fully vaccinated and boosted but we have done out best to keep Covid out of our lives and shop so we can run our business and earn our money. 

   

  We stated that help could be given but all help and classes require a fee. That fee was $10 and Ms.****** ******* felt that my time was not worth $10. I too am greatly disappointed in this turn of events. 

   

  I would also like to state that we have 5 SURVEILLANCE CAMERAS set up in our store. Everyday, these cameras record the activities/conversations that are ongo*** and upload the date on the cloud. I can furnish the BBB and the ******* ***************** with these videos to show what happened in each instance Ms. ****** had entered the shop. At this point, the chargeback that she has created is considered theft as she left the premises with goods in hand. I have asked my process*** company that if she ship back (she is not allowed in my store after her racist and elitist behavior) the goods she purchased in resell-able condition, I am will*** to give her a refund. *UT...that is if I have my merchandise shipped back to me in perfect condition as it was sold to her. 

  Thank you for your time, 

    **************************

  Customer response

  02/18/2022

   
  Complaint: 16780400
  
  I am rejecting this response because:
  Most of this response is patently false. No one was wearing a mask (both owners and other patrons) and no one asked me to wear a mask which I absolutely would have respected. The dates and times are incorrect. I stopped in for the first time after being warned not to go on Friday, January 28th, called on Sunday 2/6 and briefly stopped in on 2/15 for resolution. They told me to get out and Im not welcome in their store because another customer kindly helped me cast on stitches while there on 1/28. They wanted to turn in the customer who helped me - to whom i will never know. Helping someone is not a crime. They will not assist with winding the yarn which is customary and complimentary when purchased in a store, they will not replace the damaged yarn or take any responsibility in assisting in any way. 

  I was never asked to pay for assistance as I received NONE. I do not own whatever bag was referenced or a private plane and find that fabricated, ***** and irrelevant. 
  

  As they will not provide service to me I am seeking a full refund. They have a 90 day policy. I will support kind and helpful people. Thank you and look forward to your response. 

  Sincerely,
  
  *************************

  Business response

  02/18/2022

  I am uploading my surveillance videos. Please tell me where to send the videos.

  If you want a refund, ship back the merchandise. I will video tape me opening the returned box and surveying what was shipped bak so no doubts are created or accusations made. 

  I have a business to run and don't have time for this kind of privileged behavior. All customers pay for classes and no one is above this rule no matter how much money is spent. If you were unable to wind the yarn, you shouldn't have left with it in the first place.

   

  My only response at this time to this is SHIP BACK THE MERCHANDISE in re-sellable condition. I will video tape the the opening of the box.

  Only then will you be issued a refund. 

  I need to go work now so I can make a living. I don't have a rich husband.

  Customer response

  02/18/2022

   
  Complaint: 16780400
  
  I am rejecting this response because:
  This woman is lying. She is making up stories. They asked me to leave immediately and told me I was never to come back to their business on 2/15. They offered nothing other than to tell me to get out. When I asked if I could at least use their toilet before leaving they said absolutely not and to leave immediately. It is absolutely customary that shops roll the yarn when purchased at the store on any other knitting store. They will not provide me with this service, sold me faulty yarn and rolled it improperly which resulted in 4 hours of my time. I went to another store this week for assistance and they were shocked at the way I was treated. I absolutely do not accept this and want a refund. I have been mistreated. I would never trust these women who are liars to adhere to any agreement.

  Sincerely,
  
  *************************

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩