Annette's Acre

Stitching, knitting, reading, life…whatever catches my eye
March 14th, 2011 by Annette


Remember yesterday when I said I was going to start Swan Lake?

After I got the kit organized?



After spending 2+ hours tagging the floss (I punch my own circular floss tags and then cut new DMC skeins into 6 equal lengths and loop them on the tag), I pulled out the kit as I had received it from an ONS a couple weeks ago.

Pulled out the honkin’ big piece of linen, found the center, considered the chart and a likely starting point…. (eyelets? x’s?  Hmmm…) and went to my new ring o’ color to pull the right silk.

It wasn’t there.

Ok, fine.  Maybe a miss in the kit.  Let’s pick another.

It wasn’t there either.

I pulled out the materials list and did a compare.

I had the wrong freakin’ kit.

A $200 wrong freakin’ kit.


I did find the closest DMC (which I knew I had) to the starting point and managed to put in enough stitches to say it’s been started. 

I emailed the ONS and explained the issue.  I received an answer this morning.  I won’t detail my expectations or my reactions.  Let’s just say that my discussion on the value of customer service in my last post?  Well, this would be an example of what *not* to do to create a positive experience for a customer.

Interestingly enough, I did plan to eventually get the kit (Greek Mandala) that I now have, so won’t be returning it.  I just was hoping to wait a little longer given the other unexpected expenses lately.  Fate has determined I need it *now* for some reason, I suppose.

Meanwhile, I bought that first silk at the LNS today so I can make a little progress while I wait for a replacement kit….

But not tonight!  Tonight, K and I are off to BodyWorlds 😀

K:  Yaaaaay bodies!!!


6 Responses to “Frustration”
  1. OMG, you got shipped the wrong kit and you had a less-than-pleasurable experience with their response?

    Fail. On *their* part. Sheesh.

  2. Wow, that is unfortunate. If it is the shop I think it is, I’m pretty sure this isn’t the first time I’ve heard about their lack lustre customer service. I bought one kit from them and it was fine (but took longer for them to ship to me than they said it would). For my other Chatelaine, I decided to use mostly DMCs and bought the silks I wanted at my LNS and only bought the bead kit.

    Anyway, at least it was a kit for a design you wanted to stitch. I hope things go well with Swan Lake. It is a stunning design.

  3. That is so frustrating. I hope that ONS rethinks their answer. Not likely to happen, but I hope they do. =(

  4. HATE insufficient customer service. And, I just don’t get it. When you are selling a “luxury” product or service, customers expect and reward customer service excellence. I can imagine a variety of scenarios that could have been suggested to you that probably would have been satisfactory. Definitely a “fail”.

  5. {{{hugs}}} – I’m so sorry. 🙁

  6. That’s so frustrating! Sorry you got the wrong kit and had such a bad experience with customer service. At least you got something you’ll use eventually, a bit of a silver lining I guess. Good luck finding the right silks to start the project you’d like to stitch now.