"I have bought goods from herrschners for a few months now didnt have a problem until the above order number i ordered on the website and for goods being shipped outside USA del is 7 -14 days well it has now been 5 weeks i emailed customer service and all i could get out of them was they had to wait 6 - 8 weeks to class goods as lost in transit i then rang them got the same response i then decided to ring and speak to customer service supervisor well that proved to be just as big a mistake they have now agreed to re ship the goods but they will not ship them any other way but normal post so i have now gone an emailed the manager i am now in the process emailing the FTC to see if there is anything that can be down about this and when i do receive this order from them i have told them i will be telling every one i know make sure you do not buy from Herrschners or any company that they are related to."

"AZCrazyLady -
I am having an almost identical issue (wonder if it's an Arizona Thing?) , Herrschners Cust service is disavowing any respnsibility regarding orders made via the website.
The yarn was sent to my old address, on the website they do not put the ship to and bill to address next to each other. Since I've been receiving the catalogs at the new address apparently I made an assumption regarding my address.

The person at my old address signed my last name on the package, so at least UPS is taking it up as a fraud issue. The local UPS manager stated that if need be, after filing a police report, they will pay for a replacement.

I've been e-mailing their customer svc manager who is also Director of Public Relations . I googled the company and did find the Pres/CEO as the person the other poster noted. So this time I copied Mr Ted using their format for the e-mail address (****@****)

Hopefully it's not to late for you to fight this!




"

"Based on Herrschners web site I ordered one skein of Patons Decor yarn by the name of First Spring Varg. What I received was Patons Decor First Spring Ombre. Altho Ombre is a type of variegated yarn, in Patons the Variegated yarn is NOT the same as the Ombre. In addition in this particular yarn the purple color in the 2 yarns is not the same. In any case I needed the "Varg" to complete a crochet project that I already started so I had to have the Varg and not what I received.
I called Customer Service and got the most insulting response from more than one person. They told me that I got what I ordered, in spite of the fact that the label on what I got was the First Spring Ombre and what I ordered was the First Spring Varg.
The skein cost $5.49 and shipping was $5.90. They wanted me to spend my own money to return the skein, and only would agree to refund the cost of the yarn but not the shipping cost - this in spite of sending me the wrong item. I also faxed them a copy of the label off a Varg skein to show them that the Varg item does exist.
As of this morning's phone call they still do not acknowledge their error and do not wish to give me a satisfactory solution.
There are other complaints about them on this web site, and although they are over more than one year, the complaints are essentially very much the same as mine. They do not seem to understand what customer SERVICE is or means. Rather they seem to deal with customer DISservice.
I will not deal with them again, and will definitely pass the word along to other crafters that I know.
Make one customer happy and they will tell 25 others. Make one customer UNHAPPY and they will tell 100 others."

"I have had nothing but problems with Herrschners since I ordered Cross Stitch supplies from them in January. Seems to be the same problems that everyone else are experiencing. Poor Customer Service. As I am ordering from Canada I used the Canadian Herrschners' site thinking that it would be shipped to me from Canada. Only to find out that the order was being shipped from the US to (and here is where I get confused) either their Canadian location in Kitchener, Ontario or to myself (I can't seem to get clear confirmation on this point). Either way I have received no confirmation of this order shipping. My online order status has been sitting at "processing" since I placed the order. My first call to Customer Service, the rep stated the order shipped from the US the day after it was placed and was sent to the Kitchener location. My second contact to Customer service was an e-mail, sent 8 days after I phoned, asking them to check on the status of this order. The response was the exact same as the first time, except that the order had been shipped "to me" the day after it was received and that it takes 7-21 business days for orders coming to Canada (apparently they still use the Pony Express, a hold over from 1899) I have e-mailed them back asking for confirmation on where exactly this was shipped and as of now have received no response. Meanwhile my credit card has been charged the full amount and is already on its way to me and I have no product in my hand. I wish I had found all these forums before I had placed my order and saved myself this headache. Needless to say I will never, never, ever deal with these clowns again. And if the reviewer AZCrazylady is still checking this forum the President and CEO of Herrschners is Ted Hesemann and you can write him C/o Herrschners 2800 Hoover Road, Stevens Point, WI 54492-0001"

"I ordered two packages of Herrschners Brand 18 ct Aida Cross Stitch fabric that was advertised and labeled as being 20" X 30". The cost including shipping was $23.03. When I started my project, I found that the fabric was cut short on both sides and the edges had also been pinked. By the time the pinked portion was trimmed, I would have been missing an inch on each side. Normally this short would not have been an issue but this was a special project and I needed the complete 20". I emailed the company and they replied that I could get a refund if I returned it at my expense and paid for insurance as well. I feel that since they sent me a defective product, they should pay for the return shipping and credit my credit card with the full amount charged. "

"This store is okay to shop as long as you don't have any problems with your order and have to contact customer service. My order was sent to the wrong address and Herrschners said they'd have to wait until the package was returned before they could send it to me. They would not credit my account. After 2 months, I decided someone else was enjoying my order and asked Herrschners to resolve the matter (reship my order or credit my account). They stopped responding to my emails. I highly recommend shopping around for what you want and choose Herrschners only as a last resort."

"I have ordered yarn, crochet hooks, patterns and many other items from Herrschners for years but will no longer do so. The last several orders have contained yarn that was of inferior quality (nubby and pilled up) in some of the skeins. The most recent order was supposed to be free shipping, and luckily I had my email online order confirmation because when my chargecard bill arrived I had been charged for shipping and had to argue with a rude customer service rep to be refunded that amount. The final straw with this company came this morning, when I called to return some yarn from my most recent order. I also wanted to return some yarn from a previous but was told I could not because the order was over 6 months old. It was over 6 months old, but only by 8 days!!!! I checked while on the phone with this extremely rude, "customer ripoff rep" and they still carry this particular yarn and color but they refused. I asked to speak to her manager and she refused, when I pressed the matter she put me on hold and came back minutes later saying her manager said no too. Asked for the president of company's name so I could write a complaint but she said they don't give out that name. Bottom line is that I will return all the yarn from a previous order, refuse delivery on one in transit and never buy from them again. They have no concept of customer service and the rudeness of their rep is completely unacceptable. Be very careful when ordering from these people."

"My mother ordered 3 king size quilts in 2003. Finished the last quilt top and realized that the panels were not the correct ones. Contacted Herrschner's and they would not lift a finger to help me. The order was to old. My mother spent $100.00 and about 6 months of work on a quilt that was sent out wrong in the package. At first they said if I had the receipt they would possibly be able to help me. Then I received a call saying that there was nothing they could do. My mother has ordered from this company for at least 40 years and that's the way she was treated. I cancelled my last order from Herrschner's and will never do business with them again. I think its terrible to treat people this way. After doing business with them for at least 40 years you would think they would have made an attempt to try and please their customer. Be very careful if you order from Herrschner's. Make sure all the pieces are there and they are the correct ones. Oh yes, and be sure to do it in a timely manner.
Regards,
Lesa L. Sees "