Monday, December 15, 2008

Web site outage December 12-13

We are sorry for any inconvenience caused to our customers due to the outage that occured last weekend. Unfortunately a record ice storm caused loss of power, cable and telephone over much of southern New Hampshire and eastern Massachusetts. Many areas are still to have their services restored (including our home) although we are pleased that the store returned to service with 12 hours (thank you PSNH) and the web service was restored later on Saturday.

Unfortunately we were unable to "post" that our service was down (we had no way to do so), and apologize for any confusion this may have caused. We hope that service to the rest of our community will be restored in short order as this is causing great hardship for many of our customers and friends.

Normal Internet and shipping service is now fully restored.

Friday, October 10, 2008

New Shipping Options and Calculations

As promised we have revised our free shipping policy (and software) to provide shipping discounts on orders that do not qualify for free shipping.
  • All qualifying orders both Domestic and International will still receive free shipping
  • Some domestic orders will also qualify for discounted priority shipping
  • All non-qualifying orders will be offered a discounted shipping option

As before heavy orders are less likely to qualify. Our software uses a complicated formula but is based on actual shipping estimates. There is no longer a minimum order value for International orders, and no special rules are applied to any order. It is quite possible that in some cases orders that previously may have qualified for free shipping will no longer do so, but all orders will now be eligible for discounted or free shipping. We hope this will be less confusing.

We are constantly working on reducing the cost of shipping and will, as always, pass these savings on to our customers.

Wednesday, September 24, 2008

New Web Server is Now Live

We are now live on the new web server and have switched to the new database server so things are a lot faster than before............

If for any reason you are still "stuck" on the old server this is because either your browser or ISP has not yet recognised the move. Hopefully you didn't save the IP address in your hosts file!!

If you see Pumpkins on the menu or banner of the website you are on the new server.

If you do not see the new server graphics (and still see the picture of the shop on the top left of your browser) first try closing your browser and then restarting it. You should not need to reboot.

If this does not work you might have to wait until the web reconfigures. Meanwhile you can still checkout on the old server using PayPal (ignore the warning) and we will copy your order to the new system manually. PayPal records the complete transaction so nothing will be lost.

If in doubt feel free to email me at or call the shop during business hours at 603.505.4432

Tuesday, September 23, 2008

New Web Server

We are moving our web hosting to a new server. This move will address a few issues that have been bothering us as well as provide a significant performance improvement. Notably:
  • Order confirmation emails will no longer be blocked or spammed by yahoo and comcast
  • Emails should arrive faster and without errors
  • Overall web site responsiveness should improve noticeably

During the transition you may notice a few temporary hiccups while the "web" reconfigures to recognise the new server location. However we will not lose any orders placed during this time!

Tuesday, July 22, 2008

New Location for The Yarn and Fiber Company

We finally tired of squeezing every possible skein of yarn into the old shop location and have moved to a new larger shop in Derry New Hampshire.

The new store is much more spacious and more comfortable to shop in. We have tried to make it easier to locate yarns and have provided a comfortable area with couches for sit knit and chat.
The classroom area is much larger, quieter and very comfortable.

We now have a much larger warehouse and shipping area and comfortable offices to keep you in touch with what is happening.

We hope you enjoy shopping with us more this comming year than even before.

Friday, May 2, 2008

Summer Schedule

Well the web servers have been relocated and all the resulting issues seem to be fixed. We are now in our summer season, which is a little quieter, so apart from a few delays from vacations (yes we have to take them too) normal efficient service is resumed.

We expect to be relocating the store, warehouse and shipping departments over the summer which should allow us to serve you even better next season. We will post on our shipping page during any times when delays might be expected.

Saturday, March 29, 2008

Web sites being relocated

Our web serers are being relocated on Saturday March 29th, this will cause an interruption in services that may last until 8:00am Sunday 30th March EST. We are sorry for any inconvenience and ask your understanding during this period.

This will effect our web sites and e-mail servers.

Friday, March 14, 2008

Customer Service

Looking at our customer feedback, you may be surprised that we have so many happy customers. We do but some customers get a little annoyed with what they perceive as "terrible customer service" because we have been unable to reply to an email within (in some cases) two hours.

Honestly please remember we are in just one single timezone, and do occasionally go home. We also have been out with the flu, dealing with family medical emergencies and the like, and have been filling orders by working until 2 am in the morning! We are still working and it is 10:15pm on a Friday night as we spent the whole day in the emergency room with sick parents.

Please be patient and allow us time to respond to your queries. Also please allow normal mail delivery times before reporting you didn't yet get your order. Parcel post and media mail (the free shipping methods used on many orders) takes up to 2 weeks to arrive. We have spent 5 hours answering emails about orders lost for 6 days, of course they are not lost they are still in transit. We have yet to loose a single shipment, although one did get delayed by customs for 3 months.

So what is our number 1 customer complaint?

"Why did you not yet ship me that yarn you told me was on back order, and when will I get it?"

Don't even ask. We will ship it when it arrives in the store, and that will be after the distributor ships to us, which will be after they receive it from whereever they get it. This can take anything from a few days to many months. If you need it now, PLEASE do not order yarn that we do not have in stock. If you want great prices and don't mind waiting, feel free to order.

Our number 2 customer complaint is.

"I ordered my yarn last week and it still hasn't arrived"

Please allow up to 2 weeks for delivery. Small orders can arrive in two days but not all orders will, so please be patient.