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Business Profile

Yarn

Lion Brand Yarn Company

This business is NOT BBB Accredited.

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Complaints

Customer Complaints Summary

  • 6 total complaints in the last 3 years.
  • 2 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:02/12/2025

    Type:Delivery Issues
    Status:
    Resolved
    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 1/1/2024. Was charged for the order immediately. $317.00. A tracking number was provided 1/9/2024. That number still shows as not shipped. I contacted the company multiple times and finally got thru. They refunded my shipping and a skein for $28.70 and asked me to wait until 2/7 to receive my order. While I appreciated the small refund - when I replied asking for a new tracking number I never received a reply. I still have not received the order and the 7th has come and gone. I called today - left two messages, I have emailed, and no one will return my calls or emails. I just want the produce I paid for. I want a response. Typically credit cards are not charged until the product is shipped. This is just wrong on so many levels.

    Business Response

    Date: 02/18/2025

    Hi Complaints, 
     
    We are so sorry you encountered quality issues! We make every effort to provide the best product we possibly can but unfortunately on occasion there may be inconsistencies within the yarn.  

    In order for us to improve our product we would like to ask if you could provide us with some additional information so that we can determine with our ***** and retailers where and how the problem occurred (if you have included this information in a previous email, you do not need to include it again here):

    The store and city which the yarn had been purchased:
    (the following information can be found near the bar code on the band/label wrapped around the yarn)
    Art. Number:
    Color Number: 
    Dye Lot number:
     
    Finally, please attach a photo in .jpeg format of the issue you encountered.
     
    With Warm Regards,
     
    Lion Brand Yarn Company

    Customer Answer

    Date: 02/18/2025

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]  They responded as if I complained about the quality of their yarn.  I never received the product!!  I have received a refund on my original order and have placed another order so I am waiting to see if I receive this order before I know if they have resolved my complaint.  I have been charged for the order but it has not shipped.

     

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    ****** ********




     

    Business Response

    Date: 02/27/2025

    Hello,

    We refunded the original order, and the second order is in transit. Please see attached for tracking details. Will arrive by March 1st

    Customer Answer

    Date: 02/27/2025

    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 and the matter has been resolved.

    Sincerely,

    ****** ********



     

  • Initial Complaint

    Date:11/01/2024

    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 from this company at the end of September. It was a large order and I never received it. I contacted them as it took a long time to ship out (although it never actually shipped out) and the company responded with "I'm sorry, we're just really busy". I was patient and then finally received a shipping notice that it would not arrive until anywhere from between Oct 25 and 29 and they gave me a tracking number. However, the tracking number for ****** says there was a ticket created but that they have not received the package. So it was not yet shipped. I've tried contacting this company via email, no response, via phone, no answer and left a voicemail, no response, used the chat option on the website only to be told I need to use the chat option. It is shameful how they are treating me as a paying customer.

    Business Response

    Date: 11/11/2024

    To whom it may concern, It looks like this order was lost in transit and we have refunded the customer. We apologize for the inconvenience. Please see attached for refund confirmation of order. Should you need anything else please contact us. 

  • Initial Complaint

    Date:02/13/2024

    Type:Delivery Issues
    Status:
    Resolved
    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 23,2023 I ordered yarn after receiving an email from the company offering buy2get 1 free skeins of yarn . The offer said there was no special code needed, just order 2 and pay for 2, 3 rd skein woul come free. I ordered 2 skeins of Wool-Ease Fair Isle yarn and paid $19.98 plus $6.00 shipping and $1.13 tax. **** was delivered the end of January but only 2 skeins of yarn arrived.I have emailed the company and called and left messages several times since then but have not gotten any response.I would like them to send the free skein as advertised or contact me with a resolution to this. I appreciate your help in this matter. Thanks ************************************** ************

    Business Response

    Date: 02/13/2024

    This customer did not purchase this yarn at ******************************, she bought it through another retailer.  We have responded to the customer that we can not help any further with this situation and she should contact the company where she purchased it.

     

    Customer Answer

    Date: 02/16/2024

    Better Business Bureau:

    I have reviewed the response made by the business in reference to complaint ID# ********, and have determined that my complaint has NOT been resolved because:

    [Your Answer Here]

     I have copies of the email regarding the special offer of buy 2 get 1 free from January 23, 2024, and the confirmed order with delivery information. When I get my credit card statement I can provide payment information. Also copy of an automated message confirming the email I originally sent them on January 30 or 31 advising Lion Brand of the missing skein of yarn ( free).

     

     

     

    In order for the BBB to appropriately process your response, you MUST answer the question above.


    Sincerely,

    **************************************




     

    Business Response

    Date: 02/26/2024

    Hello,

     

    We do apologize for this inconvenience. I have contacted the customer, ******, and was able to send out yarn of her choice to make up for the missing items she addressed in the beginning. We have yet to confirm this order being placed since we did not have any records of her order in our system however, she will be emailing me over the confirmation she received to further review. 

     

    I hope we can now close the complaint in knowing both parties have been settled. Customer is aware to contact me, ******, directly for any other concerns or questions she may have.

     

    thanks,

    Customer Answer

    Date: 03/15/2024

    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 and the matter has been resolved.

    Sincerely,

    **************************************



     

  • Initial Complaint

    Date:03/21/2023

    Type:Service or Repair Issues
    Status:
    Resolved
    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 01/18/2023, I placed order ****** for yarn that cost a total of $24.24. As of today, I have not received the merchandise. They make you leave a message and won't get back to you they say for ten days. I've received email, saying they were doing inventory and it would be sent once completed. It wasn't. Then, another email saying the order was being processed. Two months later, still nothing. I just want my money back.

    Customer Answer

    Date: 03/21/2023

    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 and the matter has been resolved. I was contacted by the company, and a refund was issued. I appreciate your prompt action in this matter!

    Sincerely,

    *********************



     

  • Initial Complaint

    Date:10/19/2022

    Type:Service or Repair Issues
    Status:
    Resolved
    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 9 skeins of yarn on October 4, 2022. 3 skeins of hue+me magic hour, 3 skeins of hue+me fatigues, and 3 skeins of hue+me shadow. I paid $54.16, On Friday October 14, I received a package from Lion Brand . Inside were 7 skeins of yarn in the colors; Fatigues, Mustard, Macchiato, Crush, Juniper, Arrowwood, and Whisper. The first skein I pulled out was fatigues and I opened it and immediately started my project, however soon after I realized I hadnt received my actual order, I looked up the phone number for the company, According to the automated system the business hours are from 8am to 4pm ET, excluding holidays. It was nearly 3pm MT when I called so I sent a message to them via email. Using the website I looked up how to do a return, I searched the package but found no packing slip, other than a sticker on the outside of the bag with detailed information about what should have been inside along with who packed it. On Monday October 17, I tried several phone numbers and made several attempts to call, but each time the automated system hung up on me. Im extremely frustrated because now Im in a time crunch, I cant wait 2 more weeks to start these projects, Id love to return the unopened items, however I have no clue how because the shipping statement I needed wasnt sent. At this point all I want is a refund for the unopened items plus the 2 missing skeins, and I want them to pay for shipping, this isnt my mistake.

    Customer Answer

    Date: 10/20/2022

    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 and the matter has been resolved.

    Sincerely,

    *********************



     

Lion Brand Yarn Company is NOT a BBB Accredited Business.

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