Friday, February 17, 2017

UPDATE: Chemical Warfare

A few weeks ago, I shared a post about some Regia yarn that won't quit bleeding.  At the time of this post, I was quite put-out with Regia's customer service on this issue.
I contacted them through the contact us link on their website on January 10, 2017.  At the time of this posting, I haven't gotten a response.
I waited another week on a response and then tried another tactic.  Since I hadn't gotten any sort of response using their own form, I sent a direct email to rowanusa@sirdar.co.uk .

I emailed directly to that email address on 1/23 and received a response before 9 am the next morning.
Thanks for your email regarding the Regia Active 6-ply.  We are very sorry you have run into this problem.  Although we cannot help you with replacing the time you have invested in your project, we can help with replacement yarn.
A few things have happened since you purchased this yarn.  The distributorship has changed for Regia yarns, so the LYS you purchased the yarn from did not purchase it from us.  Secondly, when the distributorship changed, we decided we would bring some of the Regia line, but not all.  The Regia Active 6-ply is not one we carry.  So we cannot replace the exact yarn or colors - because we simply don't have them in our warehouse. 
We still want to help you and make sure your experience with Regia yarn is positive.  Would you mind taking a look at this website and see if there might be another yarn type that would work? 
If you'd like to speak to me directly, while looking at the website, I'd be glad to help.  Please let me know your preference and I'll see if we can set up a time to talk.
After I had time to review the website and review yarn options (I was also sent a PDF with 4-ply and 6-ply options to choose specific colorways), I sent a few color options back to the customer service rep for Rowan, Schachenmayr & Regia USA.  I stuck with the lines I have heard only good things about - and avoided any ungodly bright colors (sadly).  Thankfully, the Regia self-patterning sock yarns are really nice and I was able to find several I liked.

Within a day, I received a request for my shipping address and a promise that replacement yarn would be sent out the next mailing day.  I did receive a package with 2 100 gram balls of yarn, one of which was a color I requested. I sent an inquiry about the replacement of the additional 200 g of faulty yarn I purchased.  10 days later, and after a few more emails were exchanged, the customer service rep admitted he hadn't read the note about the quantity of bad yarn that needed replaced.  The 2nd 100 gram ball was meant as a thank you for my inconvenience.  Another 200 grams of 4-ply were sent out later in February.  They were two balls of the same color, but it was a color I requested, so I took it.



While I am very disappointed in my experience with the fluorescent colors of Regia, I have used their sock yarn and enjoyed it for years.  And although my persistence shouldn't have been necessary, I did receive replacement yarn.  With the distributorship changes that were described above, some companies may have tried the, 'well, you didn't actually buy it from us... so... sorry about your luck!' routine.  I appreciate that this approach wasn't taken.

Moral of the story: choose your colors wisely and never throw away a ball band until a project is finished, finished, finished.