It's odd, and really you wouldn't expect it, but the most common request I have is "Please can you put me back on your mailing list, I accidentally clicked the link to unsubscribe and I want to continue to receive your newsletters"
The skeptics among you will say, sure you have to be joking. And I would have too, but seriously this is the most requested item of technical support. Believe it or not.
Possibly one of the reasons is we make it way too easy to unsubscribe from our newsletters, one click and you are off the list. Again believe it or not, pretty much that is the current law, you can't send out mass emails without a clear and concise way to unsubscribe. I should know I have done campaigns for many fortune 500 companies, and they aren't too keen to ignore consumer guidelines.
The good news for anyone accidentally unsubscribing is that it is just as easy to resubscribe. The easiest way is to click on the other link in your email, the one to visit the site. This will put you right back on the list. If you accidentally also deleted the email then you need to sign up again. Just put your email back into the list by signing up for the prize giveaway, or if you have an account you can do this in the account options under "My account" on the website.
Finally, I know I have mentioned it before but it bears mentioning again. Many people are very nervous about entering private information online, afraid of identity theft, compromised credit cards etc. And it has happened at many high profile companies let alone little ones like ours. So why do I say shop safely at The Yarn and Fiber Company?
It's as simple as this. We could save money by recording your credit card and personal information in our fairly secure (and unshared) database, but we don't. If we did we would reduce our credit card fees, but we don't. Why? Because we are consumers too!
All our credit card processing goes ONLY to the bank, and is never recorded in our database, so far the bank has never been compromised and so you can rest assured that your data is not safe with us, we don't even get it, instead it is safe with your bank, exactly where it should be.
We look forward to a great season with you, our confident customers.
Thursday, September 6, 2012
Monday, February 28, 2011
Getting status on your order - do you ever check your email!
It bears repeating again. Last year we added a means to check and inquire about the status of an order. Simply go to "My Account" on our website (click the link in this blog) and view your recent orders. Click on the order you want help with.
From this page you can check on the status of an order or even cancel an order. Please use this to tell us anything regarding your order. This places the comment directly in front of our shipping department. If you leave a message with technical support or an email elsewhere our shipper will not see it and may miss any changes you wish to request on your order. (Note it does not help to add the same escalating comment every hour until we respond, we will get to it as soon as we can)
I have been asked "Do you ever check your email?". Well we do at technical support, however we don't handle customer order enquiries. Again, please use the link above and do not try emailing the store, they simply do not have additional staff to check for the odd customer email amongst the hundreds of spam messages received daily and we already have a better mechanism in place. If you feel really neglected try calling the store by telephone, otherwise using the "My Account" link our store staff will get back to you within a few days. Much as we would love to respond within hours, we simply do not have the staff levels required to do this. Remember more staff mean higher prices, if we have to pay someone just to answer emails we can't offer discount shipping and everyday low prices!
From this page you can check on the status of an order or even cancel an order. Please use this to tell us anything regarding your order. This places the comment directly in front of our shipping department. If you leave a message with technical support or an email elsewhere our shipper will not see it and may miss any changes you wish to request on your order. (Note it does not help to add the same escalating comment every hour until we respond, we will get to it as soon as we can)
I have been asked "Do you ever check your email?". Well we do at technical support, however we don't handle customer order enquiries. Again, please use the link above and do not try emailing the store, they simply do not have additional staff to check for the odd customer email amongst the hundreds of spam messages received daily and we already have a better mechanism in place. If you feel really neglected try calling the store by telephone, otherwise using the "My Account" link our store staff will get back to you within a few days. Much as we would love to respond within hours, we simply do not have the staff levels required to do this. Remember more staff mean higher prices, if we have to pay someone just to answer emails we can't offer discount shipping and everyday low prices!
Monday, June 21, 2010
Updates to Accounts and Order History
We have made some big changes to the "My Account" Section of the Yarn and Fiber Company website which should improve your shopping experience.
Firstly we have added the ability to download PDF patterns for manufacturers that allow us to do so. You can buy the patterns as a PDF or paper copy, if you purchase as a PDF this is made available to you immediately after checkout, and can be retrieved at any time under your "My Account" page on the web site.
Secondly we have added a way to ask questions about your order status by viewing your order under "My Account" and selecting the appropriate option at the bottom of the order. This is available to you 24 hours a day and links your comment directly to your order (and the person processing it), avoiding possible confusion or delays that can occur with emails or phone calls.
Firstly we have added the ability to download PDF patterns for manufacturers that allow us to do so. You can buy the patterns as a PDF or paper copy, if you purchase as a PDF this is made available to you immediately after checkout, and can be retrieved at any time under your "My Account" page on the web site.
Secondly we have added a way to ask questions about your order status by viewing your order under "My Account" and selecting the appropriate option at the bottom of the order. This is available to you 24 hours a day and links your comment directly to your order (and the person processing it), avoiding possible confusion or delays that can occur with emails or phone calls.
Saturday, February 27, 2010
February 27th Storm Power outage
Due to the storm that occurred Friday night much of Southern New Hampshire is without Power, including us. This means the main website, email and telephones are out of operation. The store is still open however. We will hopefully have full service restored in the next couple of days so please try back later.
Update - Power restored, normal service has resumed. We will however be down for about 20 minutes Sunday morning for server maintenance between 7:00 and 8:00 am EST.
Update - Power restored, normal service has resumed. We will however be down for about 20 minutes Sunday morning for server maintenance between 7:00 and 8:00 am EST.
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