I just got off the phone with Knit Picks customer service. Not happy.
I had ordered a set of DPNs from them (and let's pretend that it wasn't because I have start-itis so bad that I'm buying more needles because the ones I already have are all full.) and ordered 4 skeins of fingering yarn to go with the needles. (Yep, no problem with start-itis here...)
The plan was to combine color A and color B into one pair of gloves or mittens, and color C and color D into another. Color D was really an also-ran - it was the only one that looked like it would work with color C (which I loved.)
Today I got an email saying my order shipped. Guess what? Colors A, B, and C are discontinued (even though they're listed in the catalog as "NEW!") so the only color I'm going to be getting is the one that I didn't really care about.
I've ordered from Knit Picks lots of times, and have always been happy. The only time there was an issue with something being out of stock, I got a phone call from a very helpful woman in customer service who went to great effort to help me find a substitute for the missing color.
So when I got done reading the email, I got right on the phone to customer service, thinking I would get someone helpful.
The woman I talked to was not responsive at all. Through the whole call, she was just waiting for me to stop talking so she could say goodbye. The only things she said were "That's already processed." when I gave her the order number, and "You're getting a refund for $x.xx" when I pointed out that if I'd known I was only getting the one skein of yarn, I would have canceled that skein, since it was useless without the other color (and would have saved $1 on the shipping, since that one skein pushed my order into the next shipping category.)
There was no "I'm sorry" or "What can I do to help" or any of the other phrases I would consider the bare minimum for 'customer service.' Almost everything I said was met with total silence.
I'm not upset about the items not being available (disappointed, but not upset) because I know that these things happen. What's bugging me is her "so what?" attitude.
Not a good way to do business.