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Herrschners.com / Sent wrong item

1 United States

I ordered Patons Decor First Spring Varg yarn ($5.49) one skein. There was a $5.90 charge for shipping. What I received was First Spring Ombre. The Ombre is a different type of variegated yarn than the Varg. The yarn that is shown on their web site is called First Spring Varg, but they do not have the Varg in stock and only have the Ombre. I knew in advance that I did not want the Ombre and would never have placed the order it they had called it Ombre on their web site.

They want me to ship the wrong skein back to them at my own expense, and will not refund my money for the shipping. That would be foolish for me to spend another cent for shipping and to get back less than the cost of the shipping.

I have spoken with 4 different people at Herrschners to convince them that their web site lists the item with the wrong name, and thus my purchase should cost me nothing. They should refund both the cost of the item and the cost of shipping the wrong item.

They just keep telling me that Ombre and Variegated mean the same thing and that I received what I ordered. I have even faxed them a copy of the correct label showing that the Varg version exists and the Ombre is not the same thing.

I will not deal with them again, especially if they leave their web site as is and do not refund my money.

They don't seem to understand what "Customer Service" means.

Carolyn from customer service told me that she is not authorized to refund my money, but when asked to have that person who is authorized to do so, give me a call I got no answer.

Bo

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