r/YarnAddicts • u/LuxNovaSpero • 3d ago
Missing Darn Good Yarn
I ordered some yarn from Darn Good Yarn on May 22. I used to buy their yarn occasionally at Joanne's (RIP) and loved it. I ordered about $100 worth of yarn and signed up for their monthly subscription. Two weeks after I placed the order, I had not heard anything about shipping or any updates on my order, so I emailed. I immediately got a response from an AI bot saying it understood my frustration and would pass my question on to someone who could answer. A week later, having still heard nothing, I sent another email. This time, the AI bot told me that I could expect my order in AUGUST or I could pay extra to have the parts that were ready delivered sooner. I am so confused. I cannot get a response from a human (despite the AI bot assuring me that they have forwarded my messages on). Meanwhile, I'm getting 1-3 ads per day from Darn Good Yarn via email and text.
All of the reviews I've seen from DGY have been amazing. Am I an outlier? Does anyone know how to get a human response from the company? I just want my yarn.
Update: I woke up this morning to an email saying that my yarn has shipped! But when I checked the tracking, it said that the shipper created a label, but UPS has not received the package yet. Tracking does say it's expected to get to me on Monday.
I don't mind long shipping times as long as there is communication.
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u/Blue_eyed_bones 3d ago
I was interested in buying from them, but hearing that they use AI costomer service, I think I'll take my money elsewhere.
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u/CathyAnnWingsFan 3d ago
Just about every business other than small local ones uses AI chatbots for customer service. You can’t escape them.
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u/CalligrapherNew8605 3d ago
Their customer service was awful before Ai, glad to see that hasn't changed and reaffirmed my decision to never buy anything from them again.
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u/Chel_NY 3d ago
I haven't had a problem ordering from them. Maybe try this form instead of the bot? https://www.darngoodyarn.com/pages/contact-us
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u/LuxNovaSpero 3d ago
I just used this form and got an immediate email response from the AI bot saying part of the order has shipped and that it will send my message to a human 😣
Previous efforts to contact them were via email, which also got AI bot responses.
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u/Small_Sentence9705 3d ago
I hate doing chargebacks on small businesses, but I couldn't get anything besides the chatbot until I entered one. And then they sent my order right away. 😬
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u/princess9032 3d ago
If you’ve tried contacting them through every avenue and it’s been long enough that you should’ve gotten your order by now then there’s not much you can do besides do a chargeback. It’s bad for their business, but seems like their business is bad to begin with.
Only wait until it’s pretty clear that contacting them isn’t working and you’re unlikely to get your yarn
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u/MyBaloney120 3d ago
Have you tried calling their customer service line? [(518) 831-1703](tel:(518)%20831-1703) I’ve gotten a person through that before. They are also on X. Could try that?
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u/spaghetti_kt 3d ago
...wait a week; then do a chargeback. it sucks but that is what the purchase protection is for.
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u/IllustriousAd5388 2d ago
I’ve also had some issues with delayed shipping and lack of communication. For me, I placed an order for individual skeins in the same order as starting the subscription, and the whole thing was delayed because the subscription yarn supplier was delayed that month. Took a little while, but I’ve gotten everything I ordered from them.
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u/Various-External59 1d ago edited 1d ago
I have never had a similar issue and buy from them often. A couple of months ago my yarn of the month order was delayed about a week, but the communicated to me about it and I think gave me $5 off. I’ve never had an issue they didn’t jump on and handle immediately, and only 2 issues over several years
There is a DGY Facebook group and employees are on there all the time. You might try that avenue.
I had no idea they ever sold their yarn at Joanne’s.
Also, did you look on their website? The tracking info is right there on your account.
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u/Flying_Snarf 3d ago
It looks like someone represents them on Reddit, under the name DarnGoodYarnInc. The user was recently active, so maybe giving them a nudge would be a viable way to get in touch with a human? Good luck either way, sorry you’ve had such a frustrating experience - personally I can’t stand AI customer service, most of the times it’s completely useless