ComplaintsforFurls Crochet

• Initial Complaint

  08/19/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a set of 10 blush streamline metal hooks at almost 300 dollars. I received the hooks and I was VERY upset when I opened them and 8 out of the 10 had defects that make them unusable on the tips of the hook. There were a mix of small holes/indents and scratches. This would cause either splitting of yarn or worse over time. I contacted the company right away, and I was livid that their quality control was so poor on such an expensive product. I asked for replacements to be sent **** and I explained to them that I am currently without a printer so they would need to send a mailing label with my replacement product. They refused to send me a new order with 8 hooks that were not damaged until I sent the damaged hooks back. This was upsetting because they already have my money, I sent proof that they had damaged tips, it's not my fault they have poor quality control and this would mean I would have to wait to receive a mailing label, wait for them to receive the defective hooks and then have to wait another week for them to mail out my product. I'm not waiting a month to get what I paid for. (I also will not longer be at my address by then!) ridiculous. I cannot use the hooks I received and having to wait to receive what I ordered b/c of their incompetency is sad. Their staff answered emails without reading the previous ones, clearly copying and pasting responses. They finally got the manager/CEO involved and she also did not take accountablity and said I had a "tone".... what do you expect when I have to repeat myself over and over going back and forth and getting zero help. So sad that this small business isn't taking accountability but taking my money.

  Business response

  08/23/2024

  Hello,

  Thank you for bringing your concerns to our attention. We sincerely apologize for the frustration and inconvenience you experienced with your recent purchase of the Blush Streamline Metal hooks.

  At Furls, we are committed to ensuring that our products meet the highest standards of quality. We take all customer feedback seriously. We understand how disappointing it can be when a product does not meet your expectations, especially given the investment youve made.
  

  When you first contacted us, you expressed concerns about potential defects in eight of the ten hooks you received. Our Customer Experience (CX) team responded promptly, requesting additional details and photos to understand the issue better. Unfortunately, the images provided were inconclusive, making it difficult to confirm the nature of the defects. As a result, we requested that you return the hooks at no cost to you, including the option to mail you a return label, for further inspection, which is a standard procedure to ensure we can address any manufacturing issues appropriately. This policy helps us maintain quality control and fairness for all our customers.

  We understand the importance of timely resolution, especially given your upcoming move, and offered several solutions to expedite the process, including direct communication from our CEO. Unfortunately, it appears that these options did not meet your expectations, and for that, we are truly sorry.

  We want to assure you that our goal is to make things right. If you would like to proceed with any of the previously offered solutions, including an expedited replacement or a full refund, we are here to assist you. Please let us know how you would like to move forward.
  Thank you for your understanding and patience as we ensure you receive the quality product you deserve.

  Sincerely,
  *****************************
  CEO
  Furls LLC
  

  
  

  Customer response

  08/23/2024

  Complaint: 22165891
  
  I am rejecting this response because:

  I have not received what I paid for. I still have 8 damaged hooks. The company has NOT mailed a return label as promised and has not mailed a replacement for the 8 damage hooks I have received. They have my money and I have no usable product. This company has proof that there are pits and scratches on 8 hooks. I spent almost 300 dollars and weeks have now gone by. No return label, no product. No customer should have to wait this long to receive what they paid for or be this inconvenienced due to poor quality control. Nothing has been done by the company to fix the issue. 
  
  Regards,
  
  *****************************

  Business response

  08/30/2024

  Hello,

  Furls CX has issued the return label digitally to the customer via email link and a PDF. When the customer stated they could not print the return label, Furls mailed it via **** First Class Mail on August 16, 2024.

  Additionally, Furls re-issued the same return label to the customer via **** First Class Mail with a tracking number to ensure delivery on August 28, 2024.

  Sincerely,
  *****************************
  CEO
  Furls LLC
  

  Customer response

  08/30/2024

  Complaint: 22165891
  
  I am rejecting this response because:

  I have once again, yet to receive a return label in the mail. I emailed them again last week telling them I hadnt received it. THEY DID NOT RESPOND. I am moving monday across the country. I also told them that this was not my permanent address and I wouldnt be here for long which is why I asked them originally weeks ago when they sent me hooks with scratches dents and pits at the top that are unusable, I was very upset spending almost $300 dollars. I asked them to send me 8 new undamaged hooks with a mailing label asap. They refused. So now they have my money. I have 2 out of the ********************************* return. I guess they just like stealing money from customers and not doing the right thing? I have no idea but I will NEVER buy from this company again. I want my money back at this point. I have my mail forwarded so hopefully I eventually get a return label but it stinks I have to drag these unusable hooks across the country bc this ceo is incompetent. 
  
  Regards,
  
  *****************************

• Initial Complaint

  02/01/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I purchased a crochet hook and need to return it. There is a 90 day return policy which I am well within. I contacted the company via email 4 times since 1/23/24 to initiate a return. I was told I would hear back within 2-3 days each time. Each message has been ignored and the only option for contact is email. I would like to rerun my order. Order #US-329815)

  Business response

  02/05/2024

  Hello ******, 

  Thank you for reaching out. We have been short staffed due to a team member being out sick and are slowly getting to each email. We were only able to find 3 emails from you however since the inbox groups the senders together your email kept getting pushed back each time we could reach it. I can confirm that an email with a return label and instructions was sent to you on Friday. Please let us know if you did not receive this. Thank you so much for your time. 

  Kindest regards, 

  Victoria

• Initial Complaint

  12/05/2023

  Complaint Type:

  Product Issues

  Status:

  Resolved

  More info

  I purchased 4 various sized crochet hooks from Furls on 11/27/2023. One hook I received was the wrong size. I reached out to company about issue was only given option to exchange or return and if I no longer wish to do business with them due to human error they understand. I no longer wish to interact with them at all and don't feel it is right that their warehouse mix-up must become either my inconvenience or loss of money. Other companies when having made such an error either issue a refund or send the correct item without expecting me to be further inconvenienced due to their error. I think furls should do the same. Also the only way I have been able to communicate with them is via email because their service department is apparently never available.

  Business response

  12/06/2023

  Hi ********, 

  I do apologize if I was not clear with the return instructions. Furls provides a free return label. As you mentioned you did not have a printer we offered to mail the return label to you. I do apologise for not clarifying that this would not be of any charge or added cost to you. When you mentioned not being able to drop off the package at the post office we offered **** free service of picking up the incorrect item you received. I don't believe I specified this was also a free service and comes at no extra charge to you. This hook can be returned in any box readily available and no official packaging has to be purchased. Once this incorrect item is returned we can issue a full refund of the hook you did not receive. We understand frustrations with this matter can cause a customer to no longer want to purchase from our store and we respect those wishes. 

  We reserve our phone lines for any customers with accessibility needs especially during the holiday season due to the high volume of calls. When voicemails are received with contact details we will reach out and let any customer know of these restrictions. Most if not all of customer needs are able to be resolved via email. Should someone need a phone call we are always able to get this sorted. 

  Customer response

  12/06/2023

  Complaint: 20962526
  
  I am rejecting this response because:

  There was no misunderstanding regarding the previous communications. Upon discussing the matter with others and reflecting on past transactions with other businesses both large and small; it was felt Furls was not taking full ownership of their warehouses mistake. Any other company that has made such an error with me in the past has asked nothing of me (the victim of the mishap) in return. 

   

  I feel rather than just promptly making amends, Furls wants to continue the inconvenience on my part of another back and forth process. So if Furls is unwilling to act as many other companies do in this situation. I no longer wish to have any other dealings with this company.

   

  Finally, I'd like to add it's a shame that rather than take full accountability and inconvenience for their errors, Furls would rather lose customers.
  
  Regards,
  
  *******************************

  Business response

  12/07/2023

  Hi ********, 

  Our warehouse made this mistake however we still have policies we have to abide by. We do apologize for our human error as previously mentioned. Unfortunately, we are unable to refund a product we do not have returned and we cannot send an extra item as well. Should you wish to not return this hook you are able to do so. We can issue a store credit for the amount of the hook however we are unable to issue a refund. Let me know if you would prefer this exception instead. Let me know if you have any questions and we can assist you.
  

  Kind regards, 

  Customer response

  12/07/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Regards,
  
  *******************************

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