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Business Profile

Yarn

Lion Brand Yarn Co.

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 30 total complaints in the last 3 years.
  • 9 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. 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.

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Complaint status

Complaint type

  • Initial Complaint

    Date:03/10/2025

    Type:Service or Repair Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I ordered yarn on Dec 28th, 2024. The package I received on Jan 7, 2025 was a very expensive order of yarn that was not my order. The packing slip contained the address and name of the original recipient. None of the items I ordered were included in the box I received. Due to the holiday madness, I did not open the package until Jan. 17, 2025, which is when I noted the wrong order. I immediately sent Lion Brand Yarn an email regarding the wrong package being received. I got a reply on Jan. 19th ********************************************************************** if I would like a refund instead. I elected to have my correct yarn order shipped to my address. That was the last of the communication I have had with this company. I have submitted multiple other tickets, and left at least 3 voice messages. Nobody ever answers the customer service line.

    Business Response

    Date: 03/11/2025

    Hello,

     

    We have been in contact with the customer, reshipped her correct items and provided a return label for the incorrect order received.

     

  • Initial Complaint

    Date:02/12/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    On January 1, ********************************* a total of $194.90. I received a shipment from Lion Brand on January 14, 2025 containing only 3 skeins of yarn that I did not order and nothing that I did order. I sent the company an email that same day and to this day, February 12 2025, I have still not gotten a response and I have not received my order. I have tried calling them countless times but am met each time with a message saying all their customer service representatives are busy. I left a voicemail in January shortly after receiving the wrong order, as the recorded message on the phone instructs to do, and I have not received a call back. There is no way to wait on hold when you call. The only communication I have been able to have with anyone at the company is via their ******** page where they explained that there was a glitch at their fulfillment warehouse affecting 100+ orders and their "small but mighty" customer service team is working to respond to all emails and calls in the order they were received. Now just shy of a full month since receiving the wrong order, I have yet to get any sort of response regarding my order.

  • Initial Complaint

    Date:02/09/2025

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Never received merchandise

  • Initial Complaint

    Date:01/27/2025

    Type:Sales and Advertising Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I placed an order on 1/11, was immediately charged and received an order confirmation. A few days later, I received an automated no-reply email that my order was delayed, but gave no estimate to when it might ship.

    Several days later I responded to my order confirmation (which goes straight to their support email address) asking if they have an update. I received an automated reply a few days later making it seem as if someone had replied to my email and to respond to the original email should I need more assistance. I sent another email letting them know I never actually received a response and was trying to find out when my order would be shipped.

    I've since sent two more emails and called several times. No one ever answers their customer support line. I've left several voicemails as well. It has been several days and I have not heard anything back.

    Desperate, I DMed them on Instagram, which they ignored. I checked their Instagram comments and another customer was complaining about the same issue. I chimed in, hoping this could finally get me some sort of response. Instead they have been deleting my comments on their posts (they post daily by the way, but can't respond to calls or emails) as well as the other customer's, and probably many others' I just haven't seen.

    I do want the order, but I did try and cancel it and it doesn't allow for cancellations more than a couple of hours after ordering.

  • Initial Complaint

    Date:11/18/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    apx $154 for yarn I ordered around the beginning of October. I rec'd box of someone else's, a packing slip for someone named ***** in Ohio. The box was addressed to me. I called the company and left a voice mail., didn't get a call back. I filled out two support tickets on their website. After no reply I contacted ****** the first week of November and contacted the company again through them. They sent me one email asking for more information on November 6 which I replied to with all the info I had. Never heard from them again - though I did send another email asking what's going on November 15 - the person is named carolyn. Now I get a notice from ****** saying that the case will be closed in the seller's favor if I don't escalate it but they don't say how to do that. At this point I just want my money back.

  • Initial Complaint

    Date:09/17/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I made a purchase, ORDER #******* today, 8/17/24. I signed up to receive the company’s email as Lion Brand stated I would receive a 15% off code on my next order and to check my email. When looking at the coupon offer (before signing up to accept emails from the company) the coupon they were offering had no fine print and makes a person to believe they’re getting 15% off anything in the next order. I went to use my email code, ****-********, for the 15% off my order and the site didn’t accept the code and said it wasn’t a legitimate code. It’s the code I received directly from Lion Brand. I went back to my email with the code and in fine print the coupon works on practically nothing. It doesn’t work on sale items and mine were sale items. I find the coupon very misleading because it doesn’t give the fine print when you sign up for it and it makes you believe the coupon is good off of everything. I’m requesting a refund of $10.19 pre-tax which is the difference of the 15% off coupon since its was so misleading.

  • Initial Complaint

    Date:08/16/2024

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Purchases a yarn kit at 7:00 am 8/16/2024 with a granny square day promo code. At 10am, less than 3 hours later, 8/16/24 and email came out that kits were cheaper. I emailed the company inquiring about canceling the order or a price adjustment because the difference was $8.50. The email reply said I had 30 minutes to cancel. That is unreasonable since I have no shipping confirmation. The request for price adjustment was not addressed. This was my first purchase and it was for a popular *************** online event. Its leaving not only a bad taste in my mouth but also makes me not want to even participate in this event.

  • Initial Complaint

    Date:11/22/2023

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Placed order, 11/1//2023 (Order #******). Received a package, 11/7/2023, but it was not the items ordered. Sent an email to customer support with a picture of the shipping label (lists all the items inside), none of which are in the original order; received auto reply only. Repeatedly called the company, left numerous messages - no callback received. Contacted customer service again by email twice regarding no reply on order complaint; received auto reply with new ticket numbers. Went to website to use chat; there is no chat option available. Went to Facebook and sent a message; no reply. I have retained all the numerous attempted contacts with Lion Brand (email/phone/Messenger); too many to list.

    Because of the company's inaction and lack of customer service, I would just like a refund and be done with them.

  • Initial Complaint

    Date:10/01/2023

    Type:Delivery Issues
    Status:
    Answered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Order no. *******: I ordered a crochet kit and received the wool necessary to make the Afghan, however, YOU DID NOT INCLUDE PATTERN INSTRUCTIONS. PLEASE E MAIL THESE INSTRUCTIONS TO ME AT: *********************. ASAP. THANK YOU.

    Business Response

    Date: 10/16/2023

    We no longer provide physical copies of patterns. If the pattern is a purchased one it can be located on your order confirmation email as well as your ***************** account (if you have one) in the my orders section. Please see below for our FAQ related to purchased patterns.

    ********************************************************************-i-ordered-a-kit-but-did-not-receive-the-digital-pattern-

    Best Regards,

    LionBrandYarn

  • Initial Complaint

    Date:05/17/2023

    Type:Service or Repair Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I was looking at some yarn to purchase in December or November of 2022. I was going to apply my coupon when low and behold, the coupon button sent the order through without me even getting a chance to review anything. I emailed Lion Brand immediately to ask how to cancel the order. Of course by the time they are replied, the items were already shipped. Then they tell me I can simply mail the package back for a refund. This was 4 months ago. I have emailed repeatedly about the return of this package and they refuse to reply. They delete my comments on their social media asking for assistance. I do not know what it is in it for Lion Brand to treat their customers like utter garbage, but you have made an enemy for life. I have unfollowed your brand, gotten off your email list, donated all of your yarn to get it out of my house, and will make sure I spent the rest of my knitting life letting everyone know Lion Brand is a terrible company. It takes nothing to be decent to people. You people are disgusting.

Lion Brand Yarn Co. is NOT a BBB Accredited Business.

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