“I have been ordering from Deramores for years but never again! I paid $92 for my yarn on 3/8/20 but have never received it. I have sent numerous emails and after 2 months they asked if I received it. I answered no but it went back into the email chain. I have called a few times but it says they are not accepting calls from my number. I have no way of contacting them and now almost 3 months later doubt I ever get my order or a refund.”
“Over several years I have ordered yarn from Deramores. In the past I have had excellent service. So even though I expected delays due to Covid 19, I placed an order with the Deramores Australia site on May 13th. I have not received this order, but as previously stated, I expect delays. My complaint is that I cannot log on to Deramores Australia, so I am unable to track the progress of my order.
When I click on the 'view your order' link on the confirmation email, I am told the address no long exists. I cannot access the site from google either.
SO: I logged into the Deramores site, only to find that there was no record of my being a customer. I re-joined using the same details (email/password) from my Deramores Au account, only to find there is no record of my order, dated May 13. There is no record of my being a customer, or any link to the Deramores Au site.
I then sent a message to Deramores, explaining my predicament, and asking what has happened to the Deramores Au site.
So far I have not received a reply.
If they have closed down the Deramores Au website, surely they should inform customers and either fill uncompleted orders or refund the money.
I do understand that this pandemic has created difficulties for online businesses, due to increased online orders and Postal Services suffering from overload. However, that does not excuse the complete lack of communication. It would not be hard to send a email to all Deramores Au customers explaining changed circumstances.
The Wool Warehouse handled the problems created by Covid 19, by honouring outstanding orders, but suspending all new orders from non UK addresses. If Deramores can no longer provide a secure, reliable service or communicate effectively with their customers they should do the same.
In the meantime, I would strongly recommend people from outside of the UK, do not order from Deramores at the present time. Until they improve their communication, it is far too risky.”
“I am impressed with this company. They have a wide range of patterns and wool and have kept me going during lockdown. I will continue to use this site.”
“Horrendous support to customers. Customer service was absolutely unable to provide concrete feedback on order made. COVID19 has made everything complicated, but i have ordered plenty of things from several websites and only Deramores was useless and absolutely terrible. No word from them at ALL. Sent email after a MONTH to request information on where order was a after 2 weeks I get a short sentence saying everything was ok. Two weeks later I sent another email and radio silence. TWO MONTHS later I manage to get someone to reply on live chat of facebook and apparently order has BEEN LOST and NO ONE notified me. Because I need this specific yarn, I request to be resent but with urgency and requesting to speed up dispatch to make up for lost time and their losing of the order, and I am greeted with "no mam can't do" attitude. Cannot get any worst than this. Appalling. Please hear my advice: NEVER GO NEAR THIS WEBSITE.”
“they need more patterns designed for easy knitting/crocheting. I like free patterns that are easy because I help the homeless and those in destitute and yarn is very expensive to make sweathers and outfits I prefer scarves and hats. I don't like complicated or intricate patterns just simple and elegant is my style. I don't buy patterns because I am on Social Security and there ins't enough money to live let alone paying for other things”
“I am very happy with my last ordered knitting kit "Scandinavian Winter Knit-Along by Nicola Valiji in Novita 7 VELJESTÄ × 1". Delivery was very quick and quality of the yarn is good.”
“Couldn’t be happier with Deramores’ customer service. I had a minor (self-inflicted) problem with my order, and they couldn’t have been more helpful. The order arrived within a couple of days, too. I shall certainly use Deramores for my next order.”
“I have tried calling both numbers but cannot leave a message due to their mail box being full. Tried the live chat but again no luck there. I am extremely disappointed, have used Deramores for years but will no longer use them. Their customer service used to be superb but not anymore. Evelyn Dods.”
“Packaging this was poorly packed. Loose balls of wool. Opened wool bags inside large pack bags inside with 3 different colours inside. Also cost a lot for a downloaded pattern and no explanation that pattern was in US terms not UK. This was a Christmas present so bit disappointed in the way it had been packed.”
“Really disappointed with the service I have received with my most recent order for a kit worth £189. Initially I received a completely incorrect kit (worth £90!) which was returned and a replacement sent. Secondly the correct item was significantly damaged on arrival so I decided to request a refund. I am now 3 weeks since the original order and posted the damaged item back 9 days ago. Deramores live chat confirmed they received the item at least several days ago but no one will confirm when a refund will be issued. Tonight on live chat my message was even ignored for 30 mins and then lines closed. This is not a small amount of money! I will not be placing any more orders with Deramores. I will be attempting to contact the company daily until my refund is issued and have documented all communication in case a small claims court case is required. Ridiculous!”
“Deramores has an excellent product range, usually at competitive prices. Their customer service staff are as helpful as possible, given the constraints of the business model that their employer uses. Where they fall down very badly is with the delivery of orders. They aim (note the use of the word "aim") to process the order at their site within 3 days, with a further 3 days for their courier to deliver it. Royal Mail 2nd Class post usually delivers 2 days after posting, and most other online yarn retailers despatch their orders within 24 hours of receipt, and there is a range of delivery options. Their website states how much of any given product is in stock at any given time, so a 3 day order processing time for currently-stocked product is surprising, to put it mildly. More often than not, yarn orders are supplied crammed into a plastic bag, with nothing between the thin plastic and the yarn, leading to tangles at best. Deramores used to be so much better than this. It's not as if there is no competition.”
“I ordered enough wool to knit a cardigan €78,s worth. Only to find they had packed 1 ball of a different colour, I only noticed this when nearly completing the back of the long Aran jacket. I rang to let them know hoping they would replace this with the right colour. The lady on the phone quite matter of fact well everyone can make a mistake and we don’t have anymore in and we are stopping stocking this. She did refund the 1 ball, but I am left now having to find another ball from somewhere else with the right dye number. Not satisfied with her response as she didn’t say she would locate the supply to see if see could rectify the situation. No that’s left to me. not a happy customer.”
“This is my first time buying yarns from you.
I wasn't sure if I would ever get my yarns though, as there were quite a few bad reviews.
However, I was hoping you will prove your critics wrong, and
you did just that!
I ordered my yarn on Sunday and received it today.
3 days, as promised.
Good job, Deramores!”
“I ordered wool on 27th April . It still has not arrived. I have asked for a refund 3 times and I am still being asked to wait a bit longer due to delays in the post. Very disappointing.”
“BE VERY CAREFUL when reviewing your order ... the description on the website may link to a DIFFERENT product as it did for me and you will receive a completely different yarn; but because the incorrect yarn is what is listed on the order, it will be considered you actually ordered the wrong yarn if you choose to dispute the transaction.
IF you want to return, it will be at your own expense. In my case, as I live in the United States, it is more expensive to return than to keep.”
“I love Deramores and am thrilled that I found them. The yarn is outstanding and fairly priced. I have ordered many times without any problems. It takes about 2 weeks to receive my order but I am a U.S. customer and expect that length of time. I will be a long-term happy customer.”
“Reviews are not my forte.
Ordered 2 separate orders at the end of November took over 26 business days to get here. All in different pieces, some torn, product hanging out for the elements to have their way with, some repacked by post. After multiple emails, first one telling me *you are not the account holder*, even though email is same as account name, they blew me off. Telling me if you don’t have it by the 21st, then by the 24th, then the 31st. This company has gone down the crapper. Never again. Sticking with their competitors.”
“they delivered two kits that were not packed as kits the wool for both kits was just loose in an old tatty box when i asked them to resend the kits packaged correctly along with a returns label to return the balls of wool they said they would not and that i would have to go online for a returns form - the number emails i have had to send just to get this response is disgusting No one from the uk has called me back and the foreign customer service is as much use as a chocolate teapot”
“Ordered yarn and was notified that it shipped on 10/31. It's now 11/21 and the yarn has not been received. I contacted Customer Service by email and was told to wait an addition 7 days. Their website states delivery within 14 days and now I need to wait longer? They told me to check with the USPS and my neighbors for a parcel. Is this company for real. Clearly they are not aware that the US Postal Service does not hold mail unless the recipient asks them to and also only delivers mail to the address. Anyway, have now been told to wait until 11/29 and contact them again. Will not purchase from this company again. Have notified my credit card company and filed a complaint against the merchant.”
