Crossstitchforum - A FREE forum for Cross Stitchers

Last Thursday I was putting together kits for the K&S workshops (and a few other kits which were a bit more urgent) when I found I'd run out of the one size needle that goes into every single one of these kits!

Off to John James, place an order, log in - won't accept my password. Click on Reset Password. Reset code doesn't work because "username [i.e. my email address] is not known". Try to sign up again, with the same email address - can't, because "username is already in use". And I can't just complete the purchase as a guest either, because they don't offer that option. Emailed to explain the situation, and that I needed some of the needles fairly quickly.

Friday lunch time, no reply yet. Decide to have lunch first. Ring John James at 2.15pm. They close at 2pm on Fridays.

It shouldn't be this difficult to buy needles!

No it shouldn't be that hard. I hope it was a fluke in their system, not that there is a problem with the company. John James petite 28 needles are my favorites and I would be very unhappy if I couldn't get them. Hope you have had this cleared up by the time you read this reply.

Carole

I called them again and was told my email had been forwarded to the manager, but he'd been away at a trade fair and was "up to his eyeballs" in work and would it be OK if she contacted me tomorrow perhaps? I said I was happy for him to sort out the password issue, but actually I wanted to place an order now, and I couldn't check out as a guest. "Oh but you can", she said. I pointed out that the basket offers only the options to login or register. "You used to be able to..." she said, and then offered to take my order over the phone.
I had my shopping basket on screen, so when she'd taken the order and gave me the total, I said "that's more than I can see here". More frantic calculating, a new, lower total but still higher than the on-screen one. In the end she said she'd put it at the total I quoted her, and I promised I'd send her a screen shot of the basket.
So I hope the needles are now on their way to me....

Gaaah!

Regards,

Richard

I hate web sites which don't work!! At least you could phone and they were sympathetic and helpful.
they arrive quickly.

wendywombat wrote: Tue Aug 06, 2019 9:24 am they were sympathetic and helpful.

If a bit chaotic - but yes, she was doing her best for me, which is good.

In response to a post on FB on this subject someone said "just buy from Amazon, no problems" - and I might if it were a real emergency, but on the whole, even if they sell the same thing (which in this case they don't) and even if it is a bit cheaper, I would much rather buy straight from the producer/manufacturer/designer or from a small/independent retailer; if we don't support them, then in the end Amazon and eBay will be all we have - and useful as they can be, I don't want that to happen!

richardandtracy wrote: Mon Aug 05, 2019 9:42 pm Gaaah!

Regards,

Richard

Quite.

Needles arrived, but the packet of size 3 was a size 2.
Except it wasn't.
Because when I took one out and measured it, it was a size 3.
They sent me a packet of the wrong size, which contained the wrong size, which was the right size

You couldn't plan that

Mabel Figworthy wrote: Wed Aug 07, 2019 4:40 pm Needles arrived, but the packet of size 3 was a size 2.
Except it wasn't.
Because when I took one out and measured it, it was a size 3.
They sent me a packet of the wrong size, which contained the wrong size, which was the right size

Somehow I have a feeling they won't be near the top of your supplier's list next time you need some.
You really couldn't invent it, could you?

Regards,

Richard.

It's a Topsy Turvey world alright!

Richard, they probably will be - their needles are good yet affordable, which is important when putting kits together, and throughout they have been helpful (even if occasionally things have gone wrong). Also, it's the first time this has ever happened so I'm happy to give them the benefit of the doubt.

But I have just realised perhaps I'd better check the sizes of the other needles....

That is so strange, it's hard to think of any response besides I would love to hear their response to the unmixed mixup. Have you let them know or are you waiting until you check the packets you have?

Carole

I've written to them, but not heard back yet. All the other needles are exactly what it says on the packet !

*Serinde shakes her head in bemusement.*