ComplaintsforEye of the Needle

• Initial Complaint

  06/18/2024

  Complaint Type:

  Product Issues

  Status:

  Unanswered

  More info

  I purchased a canvas that showed it was in stock. It has been a month with no shipment of my item. Two weeks ago, I called to check up on the status of shipment, and an employee stated she would call me back in an hour but never did. Today, I finally decided that since I am probably not getting my canvas anytime soon, and nobody is willing to help me, I would like for it to be cancelled. I was told earlier today that she would let another woman know that I would like a refund. That did not seem promising so I asked if I could call back when the woman in charge of the refund would be back and I was told yes. Upon calling back, I was screamed at and told they were doing me a huge favor. I tried to let her know the canvas does in fact say in stock on the website, but I was yelled at further. Finally, she yelled "you pushed my buttons and now I am telling her not to refund you!!" and hung up on me. I have never been treated this way by a store, and am horrified.

• Initial Complaint

  02/11/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Ordered a needlepoint kit and sent the kit needlepoint back after stitching was completed. Check was sent for finishing services which included the needlepoint project to be turned into a leathered back loop keychain. The company cashed the check and never sent the keychain to me.

  Business response

  03/09/2022

  Business Response /* (1000, 6, 2022/02/18) */ Contact Name and Title: ****** ****** Pres/Owner Contact Phone: XXX-XXX-XXXX Contact Email: ****@theeyeoftheneedle.com Customer contacted us via text message on February 11th inquiring as too when her order would be ready and shipped back to her. We screenshot the tracking information saying that it had been delivered on December 23, 2021, in addition all of this information was emailed to her when we shipped the package out notifying her that a package was on the way to her. When we realized that we(the business) had shipped to the incorrect address, it was suppose to go to **************** and my shipping platform autocorrect to ****************, which I will admit I didn't not notice and should have(that has never been in question!). All of this up to this point has been through text message, then the customer had her husband call the shop and when we are talking to him trying to explain that yes we understood it was OUR FAULT and how we were going to come to a solution because there were multiple ways a solution could be made, she abruptly snatched the phone away from him and started cussing, screaming, and crying at me.After tolerating that for about a minute and a half I told her to give me a phone call back once she had called down and could hold a civilized conversation and after telling this to her multiple times with her still cussing and screaming at me, I informed her that we could no longer do business and told her that I would be refunding all of her money back to her including the original cost of the kit and shipping. I completely understand that it was our fault that it was shipped to the wrong address. I was trying to explain to her husband(since he was the one to call even though he was not the customer) all the ways we could make it right trying to figure out the best way in her eyes to make it right and I guess she did not appreciate that he was calmly listening to me and that is when she took over the conversation and the explicits and tantrum behavior started!! It was already discussed that we would be refunding her all of her order including the cost of the original order plus the cost of her shipping to us for the finishing, so she is not out anything!!! From this point on all the conversations were text messages because I couldn't tolerate being screamed and cussed at! She instructed that she was going to contact the BBB because we were stealing her money(text sent from her at 3:07) even though we sent a text message at 2:43 stating "I'll get you a check in the mail tomorrow. I'll figure up total cost and shipping plus the cost of stitching." That is when I sent a text saying "please get on medication! I'm refunding all your money!" because I had already sent her a message saying all of her money was getting refunded back to her! She then proceeds to say"I don't thin there is any medication for being the victim of ****** customer service!" even though she was the one that was being unreasonable! It was stated at 2:38 "I totally agree!!!!!" to her message saying "This is 100% YOUR FAULT" sent at 2:33. We figured up the cost of the product plus stitching(to cover her time stitching it) and even threw in the cost of of her shipping it to us and that way she wasn't out anything and included a picture of where I hand wrote everything out for her. Please keep in mind this is Friday late afternoon when we have discussed that we would refund her money back to her by sending out a check, the absolute soonest I could get this out to her is that following Monday(business day). Monday is when we receive an email stating that she has filed a BBB complaint stating that pretty much no resolution has been made EVEN though we have it in text message that she was notified she would be getting a FULL REFUND! This is when I sent her a text message saying "Are you stupid?! Really I'm asking!! Can you not read? I'm sending you a refund." She was mailed by certified mail with a signature on Monday February 14 her refund check plus the original paper showing what she was being refunded. In no way shape or form has she been harassed, actually it should be the opposite because she is the one that has harassed me! At no point did I ever state that I wasn't going to do anything to make it right, I tried to give her multiple options and she just went off the handle on me! I have all of this in text message and will be happy to mail copies of everything to the BBB for you records as well showing how unreasonable this woman has been!!!! I would even go as far to say that I have NEVER had a customer(ex-customer now, because she is not welcome back to my shop!) act in the manor that she has and trust me there have been some doozies!! I have spent way too much time dealing with something that could have been easily dealt with and of course it was upsetting, but a normal person would understand that accidents happen, but this woman is far from it! So in short, this complaint wasn't even necessary because she was informed she would be getting a full refund before she even stated that she was going to file a complaint! Consumer Response /* (3000, 8, 2022/02/28) */ As of 3:30pm ET on Thursday, February 24 I have yet to receive anything in the mail from this business. Consumer Response /* (2000, 10, 2022/03/07) */ I received a full refund check in the mail today, March 3, 2022

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩